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HOUSEKEEPING PROCEDURE

L O I DA R . B A N Z U E L O, M A I E - H R M

The word HOUSEKEEPING


refers to the upkeep and maintenance of cleanliness and order in a house or a lodging establishment such as inn, hotel, apartel, condominium, resort,

dormitory or a hospital.

TYPES OF HOUSEKEEPING

DOMESTIC HOUSEKEEPING
refers to housekeeping maintenance in a house. It covers bedrooms, kitchen,

dining, receiving area, grounds and the


surrounding areas within the house.

INSTITUTIONAL
HOUSEKEEPING applies to housekeeping maintenance in commercial lodging establishment like hotels, resorts, inns and apartels.

Institutional Housekeeping usually covers the following areas:


Guest rooms Hallways and corridors Lobby Public areas and restaurants Offices Stairways Grounds and Plants Linen and laundry area Pest control

SCOPE OF HOUSEKEEPING MAINTENANCE

1.

Maintenance of Public Area to include:


Lobby Corridors Function rooms (conference room, social hall, etc.) Offices Grounds and garden landscape Reception area Hallways Other area accessible to public

2. Rooms Maintenance, covering:


Guestrooms Hallways in guestroom areas Service station Linen room

3. Linen and Laundry Service, servicing:

Guest Laundry Uniform of staff Linen used for food/beverage operation

4. Installation, cleaning and Maintenance of Fixtures and Facilities like furniture and appliances.

5. Pest Control

HOUSEKEEPING ORGANIZATION
In a hotel or resort, the Housekeeping job is distributed to various sub sections. There is a section for Room Maintenance, another one for Public areas, and separate section for Linen and Laundry Service. Each section is headed by a section head like Head Houseman for Public Area,

Rooms keeping supervisor for guestroom maintenance and Linen and


Laundry supervisor for the linen and laundry service. All these section heads report to the Housekeeping Manager who acts as department head.

ORGANIZATIONAL CHART OF HOUSEKEEPING D E PA R T M E N T ( F O R L A R G E E S TA B L I S H M E N T )


EXECUTIVE HOUSEKEEPER OR HOUSEKEEPING MANAGER
PUBLIC AREA SUPERVISOR HOUSEMAN UTILITY/MAINTENA NCE PEST CONTROL TECHNICIAN GARDNER/GROUND S MAINTENANCE

ROOMSKEEPING SUPERVISOR ROOMBOY

LINEN AND LAUNDRY SUPERVISOR

LINEN ATTENDANT
LAUNDRY ATTENDANT VALET RUNNER STEAM PRESSER/IRONER

CHAMBERMAID MINI-BAR ATTENDANT

ORGANIZATIONAL CHART OF THE HOUSEKEEPING SECTION(IN SMALLER E S TA B L I S H M E N T )


HOUSEKEEPING SUPERVISOR ASSISTANT HOUSEKEEPING SUPERVISOR

ROOM ATTENDANT OR ROOM BOY

HOUSEMAN AND POWDER GIRL

LINEN AND LAUNDRY ATTENDANT

GARDENER AND GROUND MAINTENANCE CREW

STANDARDS OF GOOD HOUSEKEEPING

1.

Cleanliness
All areas are immaculately clean, corner-to-corner, top to bottom, including surfaces. Closets, cabinets and storage areas are also kept clean. Furniture and fixtures are properly dusted; doorknobs and metal fixtures are polished with the right metal polish. Windows and glass panels are dusted and polished. Floors are vacuumed, polished or shampooed when necessary. Grounds are free of liters and dirt.

2. Orderliness
Facilities and fixtures are properly arranged and installed in their appropriate location. Room amenities are properly installed and appropriate location; Bed in guestrooms are made up properly, linen are mitered and wrinkle free.

3. Sanitation
The whole area is free from all sources of bacterial contamination such as un-disposed garbage and leftover, stagnant water, etc. Wet garbage containers are underlined with plastic liner and covered; trash and waste are disposed regularly. All items for personal use of guests and which come in contact with the body like linen, cutleries, glasses, etc. are sanitized with sanitizing detergents to protect guest/users from bacterial contamination.

Glasses that are installed in guestrooms are covered or wrapped in to protect them from dust and contamination. All areas inside the building are protected from pest infestation and are regularly fumigated. Cleaning and disinfecting tools are stored away from food. Chemicals are labeled and stored away from food.

4. Guest and Clients Comfort


Rooms are properly ventilated and lighted. Guest are not disturbed by noise and other forms of distractions. There are sufficient amenities for the comfort of guests like linen, toilet tissues, soap dispenser with liquid soap, drinking glass, etc. 5. Eye Appeal Ambiance is soothing to the eyes, not din or dull. There is a suitable interior design and proper blending of colors. No eyesore can be found at the front of the house like lobby, hallways, reception areas, etc. Wall decors are posted at eye level.

6. Safety
Offices, conference rooms, social hall, and public areas are free from safety hazards like open electrical outlet, dangling wires, damaged tiles, slippery floors, broken chairs, etc. Guestrooms are checked for safety facilities like ventilated fire exits, emergency alarm, fire extinguishers/hoses, luminous safety signs, etc. Safety standards prescribed under the building code are strictly enforced; Safety instructions during emergencies are available in guest rooms.

The hotel or building is prepared for any emergency, has a well organized safety or emergency procedures and emergency brigade; All staffs are trained on emergency procedures. Trained roving guards are available in hotels to check movements in guestrooms and to insure the protection of guests.

7. Material Control and Preventive Maintenance


There is a designated budget for supplies and materials. Consumption of supplies is always monitored. Excessive consumption is determined and reported. Par stock requirements are established and maintained; regular requisitions are made. All tools are equipment are stored safely in their appropriate storage. Chemicals are diluted properly and used sparingly.

Supplies and materials are consumed within the limits of the budget. All appliances and equipment are regularly checked for any damage and maintained in a safe, working condition to avoid accidents. Losses, damages and equipment breakdown are properly reported, documented and accounted for and investigated. There is a regular inventory of supplies and materials. Effective control measures are designed and enforced to prevent losses and pilferages.

Regular cleaning and check up of equipment is undertaken. Housekeepers are trained on the proper use and maintenance of equipment, chemicals and supplies. Negligence and recklessness of staff in the use of equipment and supplies that result to damages or accident are reported and subjected to disciplinary action.

8. Guest Relations
Requests and concerns of house guests and clients are given prompt and proper attention. Staff exhibit and pleasant disposition in dealing with guests. Tact and courtesy is observed in dealing with customer complaints. Customer feedback is solicited to determine guests satisfaction. Customer feedback and concerns are logged down and discussed for corrective action during meetings. Staff expresses warm appreciation and gratitude for guest patronage.

Customer needs and concerns are promptly and properly attended. There is accurate and appropriate response to inquiries/requests. Service providers go out of their way to render extra service to guests. Guests with special problems like the sick, intoxicated ones, etc. are given the necessary assistance and support.