Вы находитесь на странице: 1из 81

Housekeeping

Management

HRM 3 (lecture)
OBJECTIVES
• Appreciate the history of lodging
operations
• Appreciate the importance of lodging in
the history
LODGING OPERATIONS
• An intrinsic part of the hospitality trade
and perhaps the most important of the
segments into which this industry is
divided

To Lodge – to furnish guest with rooms or


quarters.
LODGING OPERATIONS
A. CLASSIC GREEK & ROMAN B. BIBLE REFERENCES
DAYS
• Inns were large mansions • Bethlehem is said to be
• “Letter of Eviction” the most famous inn
• Tabernas/Taverns (Luke 2:7)
• Jacob & his brother,
when travelling to Judea,
went to an inn & fodder
their mounts.
LODGING OPERATIONS
C. MIDDLE AGES D. 19TH CENTURY
• Hosteler – 1473 inn • Railways were introduced
holders • Inns at present contain a large
number of rooms
• Ostel – French word for
• Hotel – from the French word,
Hosteler, which means
Hostel; a more or less
“Owner” of the inns, commodious establishment
became “Inn servant” with up to date appointment
• Inn – England, a public • Spa – Europe, resorts located
house that provides by mineral springs which were
lodging for travelers and believed to have curative
powers
others; usually located
along highways
LODGING INDUSTRY IN
U.S.A
• The 1st American inns were similar to
England’s of the 1700s.
• They carried names such as “Kings,
Queens and Red Lion”
• Inns played an important role in the
history
• Inns became meeting places and
assembly rooms
LODGING INDUSTRY IN
U.S.A
• 1775 – George Washington • 1841 – Planter’s House, St.
was a guest in the City Louis; largest hotel west of the
Tavern, Philadelphia mountains
• 1794 - City Hotel, New York • 1859 – 5th Ave., New York, 1st
passenger elevator
City
• 1920 – boom in hotel industry
• 1827 – National Hotel,
• WW II – need for more hotels
Washington
arise; hotel chain were added
• 1829 – Tremont House, • 1950- motel’s popularity boom
Boston, grandest in New because of price, and
York; largest & most elegant convenience
in the world at the time
LODGING INDUSTRY IN
U.S.A
• 1960 & 1970 – Air travel • Elsworth M. Statler –
was introduced thus the father of commercial
appearance of RESORT hotels; originator of the
HOTELS
hotel-chain concept
• Present – alternative
• Statler Hotels – Buffalo,
lodgings arise such as
TREE TOPS (Africa, rooms Cleveland, New York;
in a huge tree) and offered services such as
BOATELS light switches, private
(accommodations on boats) baths, full-length mirrors
and free morning
newspapers
LODGING ESTABLISHMENTS

1. Bed & Breakfast (B&B) 2. Time-Share Condominium


• A small, privately owned • Apartments, villas or
establishment located in bungalows built near
suburban and rural areas
popular vacation spots
(ski-resorts, beaches,
• Converted private homes that
cater to travelers seeking a
Disney world) that are
homey, personal environment sold to individual owners
who use them or rent
• A rate that combines a night’s them out to transient
accommodation with a guest
breakfast the following day
LODGING ESTABLISHMENTS
3. Cruise Ships 4. Institutional Lodging
• A floating luxury • Hospitals, retirement
hotel/hotel houses, universities and
• One of the fastest colleges
growing segment of the
hospitality industry
LODGING ESTABLISHMENTS
• CASINOS – first class hotels that
provide elaborate facilities for gambling
which offers luxurious lodging and
lavish entertainment at low cost to
attract potential customers
2 DIVISION OF THE HOTEL
(REVENUE-GENERATING)
• 1. Rooms Division-area that provides hospitality and
services to guest in a friendly and efficient manner.

• 2.Food and Beverage (F&B)- the department that


perhaps most clearly demonstrate the old hotel
keepers’ famous saying “Service is our most
important product.”
BASIC CATEGORIES OF LODGING

• 1. Deluxe Hotel
• 2. Upscale-Hotels
• 3. Mid-Tier Hotels and Motels
• 4. Economy/Limited Service
Properties
Classification of Guestrooms

• A. According to the number of beds

• 1. Single Room 5. Triple Room


• 2. Twin room 6. Quadruple
• 3. Double Room 7. Family Room
• 4. Double-double 8. King Room
B. According to Price, Lay-out and facilities

• 1. Economy
• 2. Standard
• 3. de Luxe
• 4. Studio
• 5. Connecting Room
• 6. Suite
TYPES OF SUITES

• 1. Junior Suite
• 2. Penthouse Suite
• 3. Executive Suite
• 4. Hospitality Suite
TYPES OF BEDS

• 1. Single Bed
• 2. Double Bed
• 3. Queen Bed
• 4. King Bed
• 5. Roll-away bed
TYPES OF HOUSEKEEPING

Domestic Housekeeping Institutional Housekeeping


• Refers to housekeeping • Applies to housekeeping
maintenance in a house maintenance in
commercial lodging
establishment.
4 SECTION OF THE HK DEPARTMENT

• Room Section – Heart of the HK


• Linen Section – records room status of
the room
• Public Area – in charge of the hotel’s
general cleanliness
• Laundry Section – good balance of
laundry services for the entire hotel
FUNCTIONS OF THE HK OFFICE
In general, there are 2 essential functions of
the HK department
PRIMARY- Ensure cleanliness of guestrooms,
hallways and public areas
Ensures the integrity of the original design &
condition of the guestrooms, facilities &
equipment , furniture & fixtures
SECONDARY- Provides uniforms, lost & found
items, linen, activities of seamstress
SUB-FUNCTIONS- All HK associates reports
here properly uniformed on time, receive their
station assignments, work orders & pass keys
SUB-FUNCTIONS

• All HK telephone calls are receive here &


message are sent out to the different sections
• HK office provides policy & storage for lost &
found items & keep track of them
• All linen & flower arrangement requirements
in any areas of the hotel are controlled
through the HK office
SCOPE OF HK MAINTENACE
• 1. Guestrooms Maintenance
• - Maintaining cleanliness and orderliness in
the guestroom
• 2. Maintenance of Public Areas
• - Maintaining the cleanliness and orderliness
in all public areas which include lobby,
corridors, function rooms, grounds, etc
• 3. Maintenance of Linen/Laundry Service
• - Collecting and delivering laundry items for
house guests or in house occupants
SCOPE OF HK MAINTENANCE

• 4. Washing, issuance, repair and inventory of


employees’ uniforms
• 5. Installation, cleaning and maintenance of
fixture and facilities
• 6. Provision of special service like baby
sitting, mending, polishing shoes, etc.
STANDARDS OF IDEAL HOUSEKEEPING
• 1. CLEANLINESS
• - all areas are immaculately clean, corner to corner, top to bottom,
including surfaces.
• - windows and glass panels are dusted and polished
• 2. ORDERLINESS
• -facilities and fixtures are properly arranged and installed in
appropriate location
• - linen are neatly folded
STANDARD OF IDEAL HOUSEKEEPING
• 3. SANITATION
• -The whole area is free from all sources of
bacterial contamination such as undisposed
garbage and leftover, stagnant water
• -Wet garbage is properly underlined with
plastic, covered and disposed regularly
• 4. GUEST’ COMFORT
• - Rooms are properly ventilated and lighted
• - Guests are not disturbed by noise and other
forms of distractions
STANDARD IDEAL OF HK DEPARTMENT

• 5. EYE APPEAL
• - Ambiance is soothing to the eyes, not dim or
dull
• Wall decors and TV sets are posted at eye
level
• 6. SAFETY
• - The rooms, function rooms and public areas
are free from any safety hazards like open
electrical outlet, dangling wire, damaged tiles,
slippery floors, broken chairs, etc..
STANDARDS OF IDEAL HOUSEKEEPING
• 7. MATERIALS CONTROL AND
PREVENTIVE MAINTENANCE
• - There is a designated budget for supplies
and materials
• - Par stock requirement are always
maintained; regular requisitions are made
• PAR STOCK- the amount of an item needed
to outfit the property at 100% occupancy
• - All tools and equipment are stored safely in
appropriate storage compartment right after
use
PAR STOCK

• - Supplies and materials are consumed w/in


the limits of the budget
• - All appliances and equipment are regularly
checked for any damaged and maintained in
safe, working condition to avoid accidents
• 8. GUEST RELATIONS
• - Guests’ requests and concerns are given
prompt and proper attention
• - Staff exhibit warm and pleasant disposition
in dealing with guests.
AREAS OF RESPONSIBILITY

AREA DEPT. RESPONSIBLE


• - GUESTROOMS • HK

( hallways, vending areas


& floor closets)
• HK
• PUBLIC AREAS (lobbies,
front desk, main
Entrance, corridors,
restrooms, games &
HK
Exercise rooms & shops •

• OFFICES
AREAS OF RESPONSIBILITY

AREA DEPT. RESPONSIBILE


• EMPLOYEES AREAS
• HK
• (locker rooms, cafeteria
& Restroom)
• LAUNDRY ROOM • HK
• LINEN ROOM • HK
• HK STORAGE AREAS • HK
• RECREATION AREAS • ENGR.
• (pools, tennis &
volleyball Courts)
AREAS OF RESPONSIBILITY

AREA DEPT RESPONSIBLE


• GROUNDS(parking lot, • ENGR.
parking garage, trees,
landscaping &
sidewalks) • ENGR.
• MAINTENANCE SHOP
• F&B SVC(coffee shop, • F&B
restaurant & cocktail
lounges)
AREAS OF RESPONSIBILITY

AREA DEPT. RESPONSIBLE


• KITCHENS • F&B
• BANQUETS • BANQUET
(ballrooms, function
rooms, & exhibition
Halls)
AREA CLEANING INVENTORIES

• The 1st step in planning the upkeep of the


different areas assigned to the HK dept is to
establish a list of the items that need to be
regularly cleaned & maintained & how
frequent they are to be cleaned.
• ITEM ACTIVITY FREQUENCY
• Carpet Vacuumed Daily
• Furniture Dusted Daily
Polished Weekly
• Lamps Dusted Daily
INTERRACTION BET HK AND OTHER DEPT.

• MEMBERS OF THE EXECUTIVE


COMMITTEE & THEIR DEPT. HEADS
• 1. F & B Director- Food & Beverage
Department
• 2. Sales Director- Sales, Marketing and
Public relations
• 3. Controller/Chief Financier- Accounting
• 4. Human Resources Director- Human
Relations Dept.
• 5. Plant Manager- Engineering and
Maintenance
COMMUNICATION ON FRONT OFFICE

• A. FRONT OFFICE
• -guestroom are sold here
• HK provides FD with a listing of rooms that
are ready for occupancy
• As guests check in and out of the hotel, FD
notifies the HK and as rooms are cleaned and
ready for occupancy, HK notifies the FD
FRONT OFFICE

HK employee
FRONT HK
who opens
Desk
-Night the house Supervisor
-A.M
Clerk’s
.guestroom
report

HK Room
Employee Attendants
F. Desk - P.M. -before they
-Compare the Room begin to
records Attendant work
FRONT OFFICE

• DISCREPANCY- means that the FD reports that a


certain room is vacant but HK finds it occupied
• REASONS WHY A DISCREPANCY OCCUR
• 1. A guest switches from one room to another and
the FD neglects to change its records
• 2. An error is made by the night clerk when filling out
the night clerk’s room report
• 3. A guest is given the wrong room key by mistakes
FRONT OFFICE
REASONS WHY A DISCREPANCY OCCUR

• 4. The room is used by an authorized


employee
• 5. The room is sold by the FD without being
recorded and the money is pocketed by the
clerk.
• 6. A guest checks-in or out bet the time the
report is made and the check is conducted
OTHER INFOS. COMM. BET HK AND FO

• Occupancy forecast
• VIP arrivals
• Early check ins of groups
• Closing of certain section for deep-cleaning
• Delivery of guest laundry
• Lost and found items
• Special guests requests
COMMUNICATION IN HK AND MAINTENACE

• Every piece of equipment, fixtures and


furniture in the guestrooms, hallways, linen &
laundry rooms, public areas and employee
locker rooms must be in proper working
order.
COMMUNICATION BET HK AND
MAINTENANCE

• 2 TYPES OF MAINTENANCE PERFORMED


BY THE ENGINEERING DEPT.

• 1. REGULAR MAINTENACE- Performed


when an item is broken and needs to be
repaired.
• 2. PREVENTIVE MAINTENANCE-Consists of
inspecting guestrooms and other areas on a
regular basis to identify repair and
maintenance needs.
COMMUNICATION BET HK AN HR DEPT

• HUMAN RESOURCES DEPARTMENT


• - Necessary when considering personnel
staffing
• Involved in the orientation of new HK
employees: philosophy, compensation
packages, pay schedules, rules & regulations
COMMUNICATION BET HK & HR DEPT

HR
HK - HK
- Fills out Advertises, - 2nd interview and
an pre- hiring, selection
employee screens,
requisition interviews
COMMUNICATION BET HK & F & B DEPT.
• Comprises of the kitchens, restaurant, coffee
shops, cafeteria, bars, lounges, banquets,
catering services, clubs and room services
• HK is indirectly involved in the outlet’s
cleanliness
• Good communication with regards to the pick-
up of room service material from guestroom
areas
• HK must see to it that hallways are free from
trays and carts
• Laundry room must provide the F&B Dept.
with clean napery, clean uniform.
COMMUNICATION BET HK & SALES &
MARKETING DEPT.

• Its primary goal is to sell the products and


services offered by the property, therefore
cleanliness is of great importance
• Necessary when specific rooms or suites
must be available for inspection to meeting
planners who are considering the property for
a possible convention
COMMUNICATION BET ACCTG. & HK

- Placing orders for equipment and supplies


(Purchasing to controller)
- All information regarding wages salaries
- HK provides monthly inventory information in
order to ascertain expenses of controllable
goods and percentage costs.
THE EXECUTIVE HOUSEKEEPER
AS DEPARMENT MANAGER
• PRIMARY ROLE: Manages the HK dept. &
ensures that set standards & procedures are
maintained & achieved at all times
• Supervises the asst. Exec. HK, all supervisor
of various sections & other rank & file positions
• Sits on the hotel’s Exec committee & work with
the other dept heads & Gen mgr.
THE EXEC. HOUSEKEEPER AS DEPT.
MANAGER

• Other responsibilities
– Plans/organize staffing & manpower
plotting
– Decides & outlines all HK activities
– Assists in preparation of the annual budget
– Implements cost control procedures within
the department
Management concepts as they apply
to the Exec. HK
• CONCERN FOR PRODUCTION
– Frederick W. Taylor-conceptualized the
“Classical Scientific Management’
method approach.
• Analyzed the job systematically to
determine the amount of work that each
employee could produce.
• Measured the performance in given
period of time
CONCERN FOR PEOPLE

• Elton Mayo- conceptualized the


“Human Relations Management”
approach
– Conducted an experiment in the work
place thus concluding that in order to
increase productivity, human relations
factors must be considered
COORDINATION OF EFFORT IN THE
WORKPLACE
• Henri Fayol- France, proposed that a manager
must practice the ff functions of management:
A. Planning D. Coordinating
B. Organizing E. Controlling
C. Directing
THE ATTRIBUTES OF THE EXEC. HK

A. Supervisions- concerned with directing,


facilitating & monitoring the works of
others in order to have the job done.
Supervisor- anyone whose responsibility
is to supervise.
Exec HK’s field of supervisions
1. Company assets
2. Employees
3. Guests
THE ATTRIBUTES OF THE EXEC. HK
• B. Leadership – The ability to lead people to
willingly performs in ways to achieve the
organization’s goals.
• 3 Leadership Styles
• * Authoritarian
• * Democratic
• * Laissez-faire
• C. motivation – Managers should not always
try to motivates but create a positive
environment for employees to motivate
themselves
THE ATTRIBUTES OF THE EXEC HK
D. Communication- Its function is to link
people together in organization in order to
achieve a common purpose
• 4 types of verbal communication
• Reading * Speaking
• Listening * Writing
2 Roadblocks to communication
*Status barrier
*Psychological barrier
ATTRIBUTES OF THE EXEC HK
• 2 TYPES OF LISTENING
• Active
• Passive
• Power/Authority
• Power-ability to influence behavior to
other
• Authority-when institutionalized in
organized influencing behavior becomes
right
ATTRIBUTES OF THE EXEC HK
• 4 WAYS TO EXERT AUTHORITY
• Coercive and reward power- refers to
administers punishment or recompense.
• Suggestion- Ideas or proposition and possible
action.
• Persuasion- Ignored or avoided and doesn’t’
work.
• Emulation- best source if you want to excel
behavior of supervisor.
• DELEGATION- process of assigning work
authority accountability accomplish it effectively
MANAGEMENT RESPONSIBILITIES
OF THE EXEC HK

• Time Management
• Problem Solving
• Total Quality Management
• Ethical Values
• Decision Making
ORGANIZATION OF THE HK DEPT
 Asst. Exec. Housekeeper
*Assists the Exec. HK in a giving
assignment & daily instructions for all
Supervisors (linen, laundry, room &
P.A.)
 Floor Supervisor
*Supervising R.A. & mini bar boys
regarding proper procedures in cleaning
& handling of supplies & equipment
ORGANIZATION OF THE HK DEPT
 PUBLIC AREA SUPERVISOR
*Supervises & coordinates activities of
the houseman to ensure clean, orderly
& attractive hotel premises, paying
attention to function rooms, F.O. area,
offices & public area
 LINEN/LAUNDRY SUPERVISOR
*Counterchecks on the sorting, counting
& issuing of newly laundered linen &
uniform done by the linen attendant.
ORGANIZATION OF THE HK DEPT
 ROOM ATTENDANT
*Removes all room service trays &
service equipment used for any F&B
items to the guestroom & brings them to
service area
 PUBLIC AREA SUPERVISOR
* maintaining the general cleanliness of
the hotel
ORGANIZATION OF THE HK DEPT

 POWDER GIRLS
*responsible for the cleanliness & general
upkeep of the DRESSING ROOM
making them fresh sanitized & free of
odor at all times
 LINEN-UNIFORM ATTENDANT
* Issues & receives floor master keys of
R.A. & floor supervisor
ORGANIZATION OF THE HK DEPT

 SEAMSTRESS
*Mends repairable items, recycles
condemned items such as bed sheets
into scarves, aprons, as well as table
cloths into napkin or underliners
 LINEN RUNNER
*Collects & spot-checks soiled linen
ATTRIBUTES OF HK SERVICE STAFF

• DISCRETION
 NO NOTICE OF, SPEAK OF, things
regarding the guests in their
conversation
HONESTY
 Staff must be able to work amongst
guest’s personal effects & to hand in
any lost property
ATTRIBUTES OF HK SERVICE STAFF

CONFIDENTIALITY
 Guests could leave private papers or
company documents lying open in their
rooms
COMMUNICATION
 HK staff are frequently asked by guests
regarding hotel services & the
surroundings areas
ATTRIBUTES OF HK SERVICE STAFF

TEAM SPIRIT
 Staff must be able to trust each other &
work together
HUMAN RESOURCES MANAGEMENT

 TRAINING, MOTIVATING AND


EVALUATING STAFF
The aim of training is to standardize the
procedures that have been proven to
work well w/out taking the flexibility and
motivation to find better procedure.
TYPES OF TRAINING
 CROSS-TRAINING- a buzzword for
modern managers
 TEAM TRAINIG- During training, trainers
should try out various combinations of
staff members and job assignment
 CONTINUING EDUCATION- training
should be continuous to keep staff
apprised to new HK techniques
TRINING METHODS
Show-tell-do techniques- works
bests for functions-related jobs.
Audio-visual aids- can cause a
simple flip chart to a sophisticated
computer graphics.
Filmed videos- some properties
filmed trainees on closed circuit TV
so that their performance can be
discussed with the supervisor
TRAINING METHOD
Training films- Produced by
associations or independent
producers of training films
Fishbowl techniques- Opens lines
of communication.
Role playing-Employees and
managers take on each other’s roles in
theoretical situations
TRAINING METHODS

 Benchmarking-measuring what others


companies do and training staff in
similar practices can improve
performance
MOTIVATING STAFF

Incentive program that motivate workers


1.Monetary rewards
A. Point system
B. Team incentives
C. Lump-sum bonuses
D. On-the-spot bonuses
Monetary Rewards
E. Attendance bonuses
F. Property-wide bonuses
G. Receiving Incentive from Guests
2. Nonmonetary Incentives-
additional money may be a good
motivator, but it is not the only
motivator
3. Choice assignment
4. Cross training
Monetary Rewards
5. Free Stays
6. Free Meal Tickets or voucher
7. Early Dismissal
RISK AND ENVIRONMENTAL
MANAGEMENT
• SANITATION IN HOUSEKEEPING-The
health and safety of guests and house
occupants is a moral responsibility of
any hospitality establishment.
• Sanitation-refers to the maintenance of
healthy and hygienic conditions, free
from disease-causing organisms
• Clean- free from visible soil or dirt
PREVENTION OF BACTERIAL
CONTAMINATION
Keeping all parts of the house clean and
free of dirt.
Stagnant water in cans, pails and drums
should always be covered.
Moist foods and food leftovers must be
wrapped in plastic before they are thrown
into garage cans.
RISK AND ENVIRONMENTAL
MANAGEMENT
SANITATION IN HOUSEKEEPING
Sanitation- refers to the maintenance of healthy and hygienic
condition, free from disease causing organisms.

Clean- free from visible soil or dirt


PREVENTION OF BACTERIAL
CONTAMINATION

Keeping all parts of the house clean and free


of dirt.
Stagnant water in cans, pails and drums (if
one is used) should always be covered so that
it does not breeding place of mosquitoes.
Moist foods and food leftovers must be
wrapped in the plastic before that thrown into
garbage cans
PREVENTION OF BACTERIAL
CONTAMINATION
Re-usable personal items like glasses,
cutleries and other eating utensils should be
not just washed with soap and water but
must also be sanitized from time to time
with sanitizing detergents.
Personal items (glasses, linen, cutleries, etc)
used by sick people should be segregated
and also sanitized to protect other occupants
from contamination.
PREVENTION OF BACTERIAL
CONTAMINATION
Housekeepers are advised to protect
themselves from contamination by using
protective devices.
All entrances and windows must be covered
with protective screen to prevent entry of
insects.
Automatic locks are also advised to prevent
the entry of insects.
SAFETY AND SCURITY IN
HOUSEKEEPING
• It is responsibility of every hotel and
lodging house to insure the safety and
security of guests and occupants. They will
be made accountable for any accidents or
injury emanating from safety and security
hazards that are left unattended and
uncorrected.
GENERAL SAFETY AND SECURITY
MAESURES FOR GUESTS
• 1. If possible, all entrances to the hotel
should be secured and guarded round the
clock by security personnel.
• 2. Provide for roving guards who will
monitor movements within the hotel
premises, particularly in guestrooms and
surroundings areas.
• 3. Suspicious looking persons and objects
are to be reported to security office or duty
manager immediately for proper
investigation.