house keeping department
DESCRIPTION
This work contains more important infromation about the rules that the personel need to acomplish in order to provide a good service.TRANSCRIPT
HOUSEKEEPING
MAGAZINE
In the following visual magazine we present in a very colorful and descriptive way what
does Housekeeping Department mean and how is the management of a housekeeping
operation entails scheduling staff, deliveries, services and maintenance, budget
analysis, cost-controls and compliance with regulations.
A well-run housekeeping department is integral to the success of any lodging
operation. This descriptive and well-regarded introductory magazine includes expanded
coverage of leadership and training issues, providing a number of case studies, and
presenting additional reference material through a support website confirming its
usefulness as a management text through colorful pictures and mind- maps.
Introduction
HOUSEKEEPING IS THE DEPARTMENT THAT DEALS ESSENTIALLY WITH CLEANLINESS AND ALL ANCILLARY
SERVICE ATTACHED TO THAT THE STANDARD PLAYS AN IMPORTANT ROLE IN THE REPUTATION OF THE
HOTELS. ONE FEELS COMFORTABLE ONLY IN THE ENVIRONMENT WHICH IS CLEAN AND WELL ORDERED, SO
CLEANLINESS IS IMPORTANT FOR HEALTH FOREMOST ALSO FOR WELL-BEING.
HOTEL OFFER GUEST THE CHOICE OF SPECIALTY RESTAURANT, COFFEE SHOP. THE BAR ALSO SELLS LIQUORS WHICH GENERATE THE REVENUE OF THE HOTEL. THEY ARE AVAILABLE IN BANQUETING, MEETING AND PRIVATE PARTY FACILITIES. REVENUE CAN BE GENERATED FROM CONFERENCING, MEETING, SEMINAR ETC. THESE DAYS SHOPPING ARCADE ALSO FOUND IN HOTELS.
A HEALTH CLUB IS A PART OF FACILITIES OF MOST LARGE HOTELS ESPECIALLY RESORT HOTELS THIS ALSO INCLUDE SWIMMING POOL AND SPA FACILITIES. HOTELS TRY TO MAKE THE AMBIANCE AS PLEASANT AS POSSIBLE BY NICE COLOR SCHEME, ATTRACTIVE FURNISHING AND A WELL-KEPT EFFICIENT STAFF.
HOUSEKEEPING IS THE DEPARTMENT DETERMINES TO A LARGE EXTENT WHETHER GUESTS ARE HAPPY DURING STAY AND IN TURN MANKIND THEY RETURN TO THE HOTEL. THE FINE ACCOMMODATION AND SERVICE ARE PROVIDED TO THE GUEST SO THEY ARE PLEASED WITH THE HOTEL. THE GUEST SATISFACTION IS ITS PRIMARY OBJECT AND THE HYGIENE FACTOR MUST ALWAYS BE PRESENT IN THE HOTEL.
Housekeeping
Department
In hotels major part of revenue comes from rooms, rooms which is not sold on any night losses revenue forever and reason for poor occupancy can be anything like hygiene factor, cleanliness, lack of modernizing etc. hence main purpose is to improve whole appeal of the room. A guest spend more time alone in his room than any other part of the hotel, so he can check up the cleanliness he wishes to as some of the guest are more health conscious these days.
Hotel housekeeping departments can be
considered hotel ambassadors because of
their dedication and responsibility in maintaining
the hotel's image. Housekeeping performs
detailed work in guest rooms and hotel areas to provide a
clean, comfortable environment for hotel guests to enjoy. Through cleaning
and organizing public spaces, housekeeping
departments ensure that what the guests see and
experience result in a positive impression of the
property.
The primary role of the hotel's housekeeping department is cleaning guest rooms. Housekeeping works closely with front desk operations to communicate when rooms are clean and ready for guests to occupy. Although usually associated with cleaning and sanitizing guest rooms, housekeepers are also responsible for other areas, such as public
restrooms, convention space and offices. Housekeeping departments often manage laundry operations, which includes washing linens as well as employee uniforms. At some hotels, housekeepers are responsible for minibar inventory and room service.
Housekeeping departments include a variety of job titles. The
department will generally have a director of housekeeping, sometimes called the executive housekeeper. This employee is responsible for managing the department and its employees. Housekeeping departments also have supervisors who inspect work and several types of line staff, including room attendants, laundry attendants, turn-down attendants and public space attendants.
FUNCTION
Types
The housekeeping department is often the largest employee
department in the hotel. The number of employees is relative to
the size of the hotel, and may be a combination of full-time
hotel employees and temporary leased labor.
Hotel housekeeping departments operate 24 hours each day, but the majority
of employees work during the day. Day shift housekeepers are typically room
attendants who begin cleaning rooms in the morning.
Room attendants generally use a cart to hold
their tools and supplies so they can bring the
necessary equipment with them to each room.
Carts are stocked with chemicals and cleaning
supplies to clean surfaces in guest rooms and
bathrooms. The cart also holds a vacuum cleaner,
broom and trash bag. Although not brought to
every room, carpet shampooers and ozone machines
can be brought to rooms that require extra
cleaning attention.
SCHEDULE
Tools
SIZE
There are three primary areas within the
hotel that are the responsibility of the
housekeeping department. These are:
1. Public spaces such as public
restrooms, exercise areas, pools,
lobbies, corridors and the like,
2. Guestrooms
3. The hotel's laundry area. To
manage the care and cleaning of the
hotel, a G.M. will employ the
services of an excellent executive
housekeeper. This individual will
direct the inspectors (those who
review the work of the housekeeping
staff); the public area cleaners, the
room attendants who actually clean
guest rooms, and the laundry
attendants who wash, dry, and fold
towels and linen.
The job of the executive housekeeper is
complex and growing more so every day.
Properly cleaning a hotel requires
knowledge of the available tools and
chemicals that make cleaning jobs easier.
Just as important as the selection of the best
cleaning aids is the training of staff in the
safe and proper use of these aids. This can be
especially challenging if, as is often the
case, the staff of the department is
multinational and thus multilingual.
Increasingly, hotel managers are aware that
training housekeeping staff to work safely
and to perform their work in a way that
ensures the safety of guests is just as
important as making sure the hotel is clean.
The housekeeping department in a hotel is
responsible for the hotel's cleanliness. When
the housekeeping staff's work is below par,
guest complaints soar, employees at the front
desk and in other areas of the hotel become
disillusioned about management's
commitment to quality service, and profits
suffer due to increased allowances and
adjustments made at the front desk to
compensate guests for poor experiences.
Depending on the type and size of hotel, the
housekeeping department will generally be
responsible for cleaning and maintaining all
of the following:
Public Spaces
Front desk areas
Lobby areas
Management offices
Public restrooms
Game rooms
Public Spaces
Corridors
Exercise areas
Stairwells
Pool and spa areas
Guest rooms
Employee break rooms and locker rooms
Laundry
Laundry preparation areas
The role of the Housekeeping
Department
Traditionally the housekeeping department
has been one of the most difficult to staff in
the entire hotel. This is true because of the
large number of housekeeping staff needed,
the difficulty of the work, and, unfortunately
in some cases, a wage structure that does
not ensure that the best potential
employees seek careers in this department
of the hotel. Properly approached and fairly
treated, however, this department can be
well staffed with stabile, highly professional
employees who add tremendously to the
success of the hotel.
Executive Housekeeper
That G.M.s whose staff includes a highly
trained, motivated, professional executive
housekeeper has a tremendous advantage
over those who do not. An effective
executive housekeeper is not only a
valuable member of the EOC, he or she is
also an effective administrator, department
motivator, and team player.
At many hotels, the executive housekeeper
is an individual that worked his or her way
up from an entry-level housekeeping
position. In other hotels, the executive
housekeeper may not have held any entry-
level housekeeping positions. In either case,
the skills required to be an effective
executive housekeeper, like the skills needed
by all managers, include those related to
planning, organizing, directing, and
controlling the activities of the department.
The executive housekeeper's commitment to
cleanliness must be unquestioned, their
standards must be impeccable, their
dedication to their area unflinching, and
their human resources-related skills well
above average for managers. It is only with
these characteristics that the hotel's
executive housekeeper will provide the
departmental leadership required in todays
compete environment.
Room Inspectors
In most hotels, one or more individuals
hold the position of inspector
(inspectress) in the Housekeeping
department. These individuals report
directly to the executive housekeeper.
Inspector (Inspectress): The
individual(s) responsible for physically
checking the room status of guest
rooms, as well as other tasks as
assigned by the executive housekeeper.
Regardless of a hotel's size, it is
important that someone verify the
actual readiness of guest rooms before
they are listed in the PMS as clean,
vacant, and available to sell.
This job falls to the inspectors. An
inspector is the individual who
physically enters, and checks, a guest
room after it has been cleaned to
determine whether any areas that
should have been cleaned have been
missed or if there are other defects in
the room that require further
attention.
In a large hotel, there may be several
inspectors working at the same time.
The primary responsibility of the
inspector is to assess the quality of
room cleanliness, but more important,
it is to point out deficiencies to room
attendants, get those deficiencies
corrected, and report revisions to
room status to the executive
housekeeper or the front desk.
Room Attendants: The individual(s)
responsible for cleaning guest rooms
sometimes referred to as
"housekeepers. Also sometimes called
"maids," by guests, but this term is not
used by members of an enlightened
management team.
An effective inspector is one with high
standards of cleanliness and the ability to
point out deficiencies in rooms reportedly
cleaned by room attendants in a way that
motivates those attendants to do their
very best work without appearing overly
critical of sincere efforts to do a good job.
Inspectors are truly a hotel guest's best
friend because it is this sharp-eyed
individual who will enforce the standards
of cleanliness established by the executive
housekeeper and the G.M.
Each executive housekeeper creates an
appropriate inspection checklist for guest
rooms based upon the contents and the
physical layout of the room.
As a
G.M., you should review this checklist on
a regular basis with the executive
housekeeper and compare it with your
own checklist (presented later in this
chapter). The executive housekeeper's
checklist should be revised as needed to
ensure appropriate attention is paid to
potential problem areas that may be
frequently
In addition to the executive
housekeeper, inspectors, and room
attendants required, the housekeeping
department will, depending on its size,
employ one or more house persons for
the cleaning of public spaces and
records or payroll clerks who serve as
administrative assistants to the
executive housekeeper and OPL
workers.
The OPL in a hotel is often a hot and
physically demanding place to work.
Employees needed in this area include
those actually moving linen and terry
from the guest rooms to the laundry
area, those loading and unloading
washers and dryers, and those
responsible for folding and storing the
cleaned items, as well as transporting
them back to carts or storage areas
located near guest rooms. In some
special cases, seamstresses are even
Additional Housekeeping Staff
employed to care for uniforms and
guest clothes.
Some G.M.s believes that these OPL
jobs are easily filled. In fact,
maintaining quality workers in the
OPL is as difficult as any other area of
the hotel. The same employee
approaches previously identified as
assisting in the recruitment and
retention of room attendants,
however, will be extremely helpful in
maintaining a quality OPL staff.
Housekeeping in a hotel is a very physically
demanding job that includes many, varied
tasks. Typically, in this case study,
housekeepers were responsible for cleaning
16 rooms per shift. The actual amount of
work depends on the size of the room and
the number of beds. A housekeeper needs
between fifteen and thirty minutes to do one
room. A housekeeper carries out the
following tasks:
Making Beds
Tidying
rooms
Cleaning
and polishing toilets, taps,
sinks, bathtubs and mirrors
What kind of
work do people
do in
Housekeeping
in a hotel?
THE MAIN RISK FACTORS FOR
REPETITIVE MOTION INJURIES (RMIS) IN
HOUSEKEEPING ARE:
HEAVY PHYSICAL WORKLOAD
AND EXCESSIVE BODILY
MOTIONS WHICH ARE A HIGH
RISK FOR BACK INJURIES
FORCEFUL UPPER LIMB
MOTIONS IN AWKWARD
POSITIONS WHICH ARE A HIGH
RISK FOR NECK OR SHOULDER
AND ARM INJURIES
SPACE LIMITATIONS REQUIRE WORKERS
TO USE MANY UNCOMFORTABLE
POSTURES. THESE ARE:
STANDING OR WALKING
STO
OPI
NG
WHAT ARE THE
RISKS FACTOR
OF
HOUSEKEEPING?
Hotel housekeepers work in a unique place. Hotels are
usually designed for the comfort of their guests
rather than their housekeeping staff. This fact makes
it very difficult to improve working conditions for
housekeepers by means of better engineering.
However, some improvements can be made by
selecting more appropriate equipment.
Lighter vacuum cleaners (preferably the self-
propelling type), and lighter service carts with wheels
designed for carpeted floors would ease the workload
for their operators providing this equipment is always
kept in good repair. When new vacuum cleaners are
purchased, low noise emissions should be one of the
criteria.
Improving the body postures that pose a major risk
for musculoskeletal disorders seems an unachievable
task. Again, this fact results from the peculiarity of
hotels as a workplace. To attract guests and remain
competitive, hotel management pursues a policy that
everything should be "so clean it sparkles". Floors,
walls, windows, mirrors, and bathroom fixtures might
be adequately cleaned with some form of an extension
tool to reduce bending and over-stretching. However,
the demand for spotless cleanliness and hygiene,
management often requires their cleaning staff to
spend extra time and effort cleaning by kneeling,
leaning, squatting, crouching, slouching and
stretching. These postures will in time contribute to
new musculoskeletal injuries and aggravate old ones.
New approaches, other than strictly ergonomic ones,
need to be investigated. For example, action can be
taken from the administrative level. Options for
improvement include:
job rotation
job enrichment and job enlargement
team work
education and training on work practices
squatting
kneeling
stretching
reaching
bending
twisting
crouching
A housekeeper changes body position every three seconds while cleaning a room. If we assume
that the average cleaning time for each room is twenty-five minutes, we can estimate that a
housekeeper assumes 8,000 different body postures every shift.
In addition, forceful movements while using awkward body positions include lifting mattresses,
cleaning tiles, and vacuuming every shift. Housekeeping is a physically demanding and very
tiring job. It can be classified as "moderately heavy" to "heavy" work because the energy
required is approximately 4 kilocalories per minute (4 kcal/min.)
How can job rotation reduce
the risk for RMI?
How can we reduce the
risk factors for RMI?
Job rotation is one possible approach. It requires
workers to move between different tasks, at fixed or
irregular periods. However, it must be a rotation
where workers do something completely different.
Different tasks must use different muscle groups to
allow muscles already stressed to recover.
Another approach is job enlargement. This increases
the variety of tasks built into the job. It breaks the
monotony of the job and avoids overloading one part
of the body. Job enrichment involves more autonomy
and control for the worker.
Team work can provide greater variety and more
evenly distributed muscular work. The whole team is
involved in the planning of the work. Each team
member carries out a set of operations to complete
the whole product, allowing the worker to alternate
between tasks. This reduces the risk of RMI.
A well-designed job, supported by a well-designed
workplace and proper tools, allows the worker to
avoid unnecessary motion of the neck, shoulders and
upper limbs. However, the actual performance of the
tasks depends on individuals.
Training should be provided for workers who are
involved with housekeeping activities. It is important
that housekeeping staff be informed about hazards in
the workplace, including the risk of injuries to the
musculoskeletal system. Therefore, identification of
the hazards for such injury at any given hotel is
fundamental.
Individual work practices, including lifting habits, are
shaped by proper training. Training should encourage
employers and workers to adopt methods that reduce
fatigue. For example, it is advisable to plan one's
workload and do the heavier tasks at the beginning of
the work shift, rather than at the end, when fatigue is
at its maximum. When a person is tired, the risk of
injuring a muscle is higher.
Training should also emphasize the importance of rest
periods for the workers' health and explain how
active rest can do more for keeping workers healthy
than passive rest.
How can job enlargement
and enrichment the risk for
RMI?
How can team work reduce
the risk for RMI?
How can improve work
practices reduce the risk
for RMI?
While all hotels are different in the individual policies they use, most follow a basic set of housekeeping
guidelines. Designed to keep the guests comfortable, the rooms clean and the service efficient and quick,
these rules and guidelines offer a good window into common hotel housekeeping principles, rules and
policies.
Before Entry
According to Alberta Hotels and Lodges Association, the first rule
of hotel housekeeping is to knock and make your presence known
before entering a room. Housekeepers should identify themselves
by saying "Housekeeping," and allow the guest time to respond. If
there is no response, the housekeeper may enter the room.
Maintenance Check
Many hotels have housekeeping check the room's lights, running
water, locks, windows, air conditioner/heater and other electronics
during each room cleaning. This is to ensure that everything is in
working order for the next guest. It is generally done before
cleaning the room to ensure that no marks or dirt are left behind
from the check.
HOTEL HOUSEKEEPING
RULES
Training should also explain the health hazards of improper lifting and give recommendations on
what a worker can do to improve lifting positions. Training should also emphasize the
importance of rest periods for the workers' health and explain how active rest can do more for
keeping workers healthy than passive rest. The effect of such training can reach far beyond
occupational situations because the workers can apply this knowledge also in their off-job
activities.
While all hotels are different in the individual policies they use, most follow a basic set of
housekeeping guidelines. Designed to keep the guests comfortable, the rooms clean and the
service efficient and quick, these rules and guidelines offer a good window into common hotel
housekeeping principles, rules and policies.
Before Entry
According to Alberta Hotels and Lodges Association, the first rule of hotel housekeeping is to
knock and make your presence known before entering a room. Housekeepers should identify
themselves by saying "Housekeeping," and allow the guest time to respond. If there is no
response, the housekeeper may enter the room.
Hotel Housekeeping rules
Maintenance Check
Many hotels have housekeeping check the room's lights, running water, locks, windows,
air conditioner/heater and other electronics during each room cleaning. This is to ensure
that everything is in working order for the next guest. It is generally done before cleaning
the room to ensure that no marks or dirt are left behind from the check.
Cleaning
Housekeeping's primary goal is to clean the hotel rooms between guests. This includes changing all
of the bedding, making the bed, vacuuming the carpet and washing the hard floors. The cleaning
process also includes a strict cleaning of the bathroom to ensure that it remains sanitary.
Housekeeping will also dust and clean any hard surfaces and furniture within the room as well as
all the glass and windows.
Replacing Items
It is good housekeeping practice to replace disposable things in between room occupancy. For
instance, housekeeping commonly replaces used soap, shampoo, disposable cups and other
similar items. They'll also empty the trash and clean out any ashtrays.
Final Check
During the last portion of housekeeping, the housekeeper or a manager doublechecks everything
that was cleaned. The housekeeper will go through the drawers, under the beds and in the closets
for anything left behind by guests, passing lost items to a manager.
Theft Rules
Hotels usually have strict rules in place that guard against employees stealing from guests. This
includes anything housekeeping may find after a guest has checked out.
After the elaboration of this visual and descriptive
magazine; as a group we have noticed that
Housekeeping is the department that deals essentially
with cleanliness and all ancillary service attached to that.
The standard plays an important role in the reputation of
the hotels. One feels comfortable only in the
environment which is clean and well ordered, so cleanliness is important for health
foremost also for well-being.
Accommodation in hotels tend to be the largest part of the hotel, it is the most revenue
generating department, the housekeeping department takes care of all rooms is often
largest department in hotels. The rooms in hotels are offered as accommodation to
travelers/ guest as individual units of bedroom. Some interconnected rooms are also made
which will be helpful to the guest and families. Many hotels offer suits to the guest.
Housekeeping is the department that determines to a large extent whether guests are
happy during stay and in turn mankind they return to the hotel. The fine accommodation
and service are provided to the guest so they are pleased with the hotel. The guest
satisfaction is its primary object and the hygiene factor must always be present in the
hotel.
In hotels major part of revenue comes from rooms, rooms which is not sold on any night
losses revenue forever and reason for poor occupancy can be anything like hygiene factor,
cleanliness, lack of modernizing etc. hence main purpose is to improve whole appeal of
Conclusion
the room. A gue st spend more time alone in his room than any
other part of the hotel, so he can check up the cleanliness he wishes to as some of the
guest are more health conscious these days.
Daysi Elizabeth Hernández
Karla estefania lucha
Aracely Del Carmen tiznado
Jenny xiomara Gonzalez
Rebeca sarai Cruz
Luis lopez lopez