Introduction to housekeeping department
Introduction of housekeeping department:
Housekeeping is defined as the provision of a clean, comfort and safe environment. It is management and maintenance of the property and equipment of an institution or organization, a house, industrial or commercial institution. Cleanliness, comfort and safety are the essence of housekeeping. House-keeping is one of the largest departments of the hotel, which is responsible for creating cleanliness, maintenance and safe environment. By providing the maximum comforts to the guest, it maintains the standard of the hotel which contributes the hotel in achieving maximum profit by selling the rooms. It is also regarded as the eye and ear of the management from where the main revenue income is generated.
The housekeeping department in a hotel is responsible for creating a “Home away from Home” environment for a guest. The facilities provided by housekeeping department turn an ordinary hotel to a tourist establishment. Among the various revenues, the sales of rooms constitute a minimum of 50%. The housekeeping department creates the facilities and services in the room and that are what a tourist hotel is selling. Housekeeping department deal with providing cleanliness, comfort and aesthetic value of any place in a hotel, hospital, an office or the guesthouse. The primary function of this department is the cleaning of the guest rooms, corridors, and public areas in a hotel to ensure that the standard of the hotel is maintained. This unit also does décor and design, room layout, selecting proper linen, curtains, carpets, flower arrangement etc.
The management of house-keeping department is influenced by factors like size, type, standard and location of the hotel. Since a reasonable standard of cleanliness, comfort and service is expected at the lowest possible cost, in respective of the size of the hotel, the standard of house-keeping department plays a vital role in keeping or maintaining the reputation of the hotel and in finding out if the guests are satisfied during their stay or not.
Roles and function of House–keeping Department
1. To keep entire house neat and clean, comfortable and safe environment.
2. To make good impression on guest by creating “Home away from home” environment.
3. To arrange or manage the staffs according to time and condition.
4. To save cost of labor, cleaning equipment, materials, furniture and other materials of the hotel.
5. To treat the guest cheerfully and courteously.
6. To provide extra services like baby-sitting if required.
7. to check and do the maintenance work to keep the physical properties in good condition.
8. To uplift the reputation of the hotel, in other words to build the image of the hotel.
9. To provide the services as per the policy and standard of the hotel.
Function of housekeeping department
Housekeeping department performs many important functions. Some of them are as follows:
Cost control: One of the major functions of housekeeping is cost control. By controlling the cost housekeeping may minimize the unnecessary expenses incurred. Cost controlling can be done by:
· Avoiding overtime: By avoiding overtime housekeeping department ensure that the staffs are not being paid extra. The duty roaster hence, should be maintained strictly in such a manner that none of the staff have to work than their normal duty hour or else they would have to be paid more, thus increasing the expenditure.
· Proper use of product and equipment: By ensuring that the various products and equipment are used in proper manner , it not only prolongs the life and durability of the equipment but also help in minimizing the costing since new equipment would not have to be brought every next day.
· Turn out lights and ACs: By turning out lights and ACs and other various electrical equipment, when not in use. It minimizes the electrical units being used. Hence, minimizing the hotel expenditure.
· Record keeping: By keeping through record of assignment of financial transaction, work load indicators of each staff, quality control and training that can provide proof for different reports and researches that would help in cost control in near future.
Preservation of property: Housekeeping department is also responsible for the preservation or upkeep of the property of the organization. It can ensure the preservation of property in following manner.
a. Correct procedure of cleaning: Different items need different method of cleaning in order to last for a long time. Hence, correct procedure of cleaning has to be applied for the long life of the item.
b. Adequate frequency of cleaning: The number of items has to be cleaned varies from product to product; some might have to be cleaned daily. Hence the correct frequency has to be applied for the durability of each item in the organization.
c. Proper product: It is very necessary that the product chosen has to be reasonable, cheap at the time best suited for the conditions that it has to be used in. it must however be noted that expensive does not mean the best. All the circumstance that the product is going to go through must be considered before the choice is made. The budget assigned should never be crossed otherwise the result will most definitely be hazardous.
3. Climate and attitude:This point deals with the staff of the department. If staffs are not efficient and do not function properly, the department and the organization has to create an environment where right attitude and high morale can be developed among the staffs.It has to be able to provide a sense of pride to its staff in whatever job they are performing. It has to promote honesty and high morale among the staffs, however in doing so no one’s pride should be praised in public but criticized in private in order to advice their inner say.
Sections of housekeeping department:
1. Housekeeper’s Office (E.H.K Office):This is the main administration center for the department. It must be an independent cabin to provide the Housekeeper with silence to plan out her work. It will also provide her the privacy to counsel her staffs or hold the departmental meetings. It should be preferably be a glass-paneled office so as to give her a view of what is happening outside her office. A cabin for the secretary that would control movement into the housekeeper’s office should precede the office.
2. Desk Control Room: This is the main communication center of housekeeping. It is from here that all information is sent out and received concerning the department. It is the nerve center of Housekeeping. Co-ordination with the front office, Room Service, Maintenance, Banquets etc. also takes place from this section. The desk control room should have a desk and a chair with preferably more than one telephone. It should have a large notice board with schedules, day to day instructions, arrival list, departure list etc. A small section known as lost and found is also located within this section. It would normally adjoin the Housekeeper’s office.
3. Linen Room: This is the room where current linen is stored for issue and receipt. The room should be large, airy and free from heat and humidity. It should have adequate shelves, easily accessible to stock all linens. It should be secure and offer no possibilities of pilferage.
4. Linen Uniform Room: This room stores the stocks of new linen, cloth materials for uniforms etc. The stock maintained should be enough to replenish the whole hotel once over. However, these stocks are only touched when the current linen in circulation falls short due to damage or loss.
5. Uniform Room: This room stocks the uniform in current use. It is possible that smaller hotels may choose to combine the uniform room with the linen room. A separate uniform room really depends on the volume of uniforms in circulation. The only difference would be that the uniform room would have adequate hanging facilities, as many uniforms are best maintained when hung.
6. Tailor’s Room: This room is kept for house tailors who attend to the stitching and mending work of linen and uniforms. If the house policy is to contract out all tailoring and mending work, the tailor’s room could be avoided.
7. Lost and Found Section: This should be a small space, secure, cool and dry with a cupboard to store all guest articles that are lost and may be claimed later. This section is under the control desk supervisor.
8. Flower Room: This room should be an air-conditioned room to keep fresh flowers for such flower arrangements as the hotel may require. The room should have worktables, a sink and water supply.
9. Floor Pantries:Each guest room floor must have a floor pantry to keep a supply of linen, guest room supplies and cleaning supplies for the floor. It is the housekeeping nerve center for the floor. The floor pantry should keep one complete set of linen for that floor over and above what is in circulation in the rooms. The pantry should be away from guest view and situated at the service landing near the service elevators. It should have shelves and cupboards to store all linens and supplies.
10. Heavy Equipment Store: This will be a room to store bulky items such as vacuum cleaners, shampoo machines, ladders for chandelier or window cleaning etc. The room should be clean and dry. It should also be securely locked to avoid stealing or pilferage by other departments.
Types of guest room contents and supplies
Guest room contents and supplies
Bed: The main element of guest room is bed as it is used for a comfortable night sleep. In large hotels, bed is usually made of lightweight wood furniture and polished with a selected mixture of suitable agents. Generally bed supplies consist of bed linens which consist of Bed Sheets, Pillow Cover, Mattress Protector, Blanket and Bed Cover. Bed should also consist of comfortable pillows and a Mattress.
Supplies of each Bed
1. Bed Sheet – 3
2. Bed Cover – 1
3. Blanket – 1 (If Needed)
4. Pillow Cover – 2
5. Mattress Protector – 1
(If Needed)
Types of Beds
1. Studio Bed: The bed is a sofa cum bed.
2. Fold away Bed: This bed can be folded away during day & again used at night.
3. Single Bed: This is the standard bed for accommodating only one person. Its size is 85*190 cm Square or 36 inches by 75 inches.
4. Double Bed: Nearly double size of the single bed meant for accommodating two people. Its size is 135*190cm square or 54 inches by 75 inches.
5. King Size Bed: This is a bed for 2 people with size 182*200 cm square or 78 inches by 80 inches.
6. Queen size bed: the bed is for two people size 60 inches by 80 inches.
7. Baby cot or crib
Bed Side Table: There are two bed side tables situated on the two corners of bed at the headboard side. The height of these tables should be equal to the height of the bed. One set of telephone should be kept on one of these tables.
Bed Side Table supplies
1. Ashtray – 1
2. Matchbox – 1
3. Room Service menu – 1
4. Telephone service Card – 1
5. Ball Pen – 1
6. Writing Pad – 1
7. Candle and Holder - 1
Working Table: This is a piece of furniture which consists of a table and a chair. This may be placed in any corner of the guest room. Guest may use this table for reading and writing purpose. This table should have a drawer which consists of all the stationary items.
Supplies of working table
On Top
1. Thermos – 1
2. Glasses in Wrappers – 2
3. Ashtray – 1
4. Match Box – 1
Inside Drawer
1. Ball Pen – 1
2. Writing Pad – 1
3. Envelope – 2
4. Plain Sheets – 4
5. Laundry List – 2
6. Laundry Bag – 2
7. Hotel Sticker – 2
8. Guest Comment Card – 1
9. Religious Book – 1
10. Candle and Holder - 1
Closet/Wardrobe: This is a large cupboard which is attached on the wall of the guest room. It should have shelves and a drawer with uniform hanging facilities. A safe deposit locker is also available inside the closet.
Closet/Wardrobe supplies
1. Hangers – 8
2. Luggage Rack – 1
3. Extra Blanket – 1
4. Laundry Bag – 2
Mini Bar: This is a small refrigerator which consists of alcoholic and non-alcoholic drinks. It may also consist of an Ice Bucket, Bottle opener and paper Napkins. It is situated in the most accessible area of the guest room.
Luggage Rack: It is a piece of furniture usually made of wood. It is mainly used for placing the guest luggage.
Table by Lounge Chair: This is situated at one corner of the guest room which consists of some comfortable furniture pieces for sitting arrangement and a table. The supplies of this table include Ashtray, Matchbox and few magazines.
T.V Cabinet: This consists of a television set with different satellite channels. It should be placed in front of the guest bed from where a guest can have a clear view. The supplies consist of a remote controller and a TV channels guide.
Other standard supplies of guest room
On Floor
1. Waste Basket – 1
Door Knob
1. Do Not Disturb Card
(DND) – 1
2. Please Make My Room Card – 1
Standard Supplies of a Bathroom
1. Bath Towel – 2
2. Face Towel – 2
3. Hand Towel – 2
4. Bath Mat – 1
5. Soap – 2
6. Shampoo – 2
7. Match Box – 1
8. Candle and Holder - 1
9. Glasses in Wrapper – 2
10. Sewing Kit – 1
11. Shaving Kit – 1
12. Waste Basket - 1
13. Liquid Soap – 1 Bottle
14. Toilet Paper – 1 Roll
15. Tissue Paper - 1 Packet
16. Ashtray – 1
17. Hygiene bag-1
18. First Aid bag-1
19. Hair dryer-1
Types of keys
Manual or Conventional Key System
When a guests checks in they are usually given a key card by the front desk staff. In some hotels the card may also be called the key envelop, or hotel passport. This type of key system is frequently used by traditional and small hotel where the key is operated manually by the guest or key holder.
Electronic Key System
A sophisticated computer-based electronic key system may be used instead of traditional method to access guest rooms. This system operates through a master control console at the front desk which is wired to all guest room locks.
At the time of checks in, front desk staff will insert key or plastic card, similar to a credit card, into the appropriated slot on the console. The keys have been randomly coded, and this unique code is then transmitted to the guest room door lock. When the next guest checks in to that room, a new door lock code will be re-programmed to that room.
This system also monitors the number of times guest exits and reenters in the room, including the number of times the room attendant enters in the room, when using their pass key. This system gives an additional dimension to the security of a guest room. If a person tries to enter using an incorrect key, then the system alerts the security staff.
Types of Key
The various types of key used in the hotels are
1. Ordinary Key/ Individual Guest Room Key: Ordinary key opens the door of the one individual guest room. These are issued by the front desk staff to guest at the time of checks in and by used by the guests during their stay in the hotel to access to their room.
2. Sub-Master Key/ Floor Master Key or Pass key: This key opens a section of rooms on the particular floor and is handled by room attendant. Each room attendant in a given shift will have a key to service the guest rooms. The key is then returned to the housekeeping office at the end of the each shift.
3. Master Key: Master key opens all rooms of the hotel. This key is handled by the floor supervisor. This key is kept in the executive housekeeper’s office.
4. Grand Master Key: This key in addition to open all guest rooms in the hotel and also open restaurants, office and other public area outlets. The executive housekeeper and lobby manager handle this key. The public area supervisor and night supervisor are also given this key for smooth operation.
5. Emergency Key: These keys open all the doors of the entire hotel even they are double locked. They can double lock the rooms against all other keys. These key are also indicated by ‘E’ key. These keys can be assessed by the Chief security Officer (CSO) or General Manger and stored in a secure place such as the hotel safe, a safe deposit box etc. Some hotel may also keep the E- key off the premises. It can be used only in emergency situations.
Lost and found: All lost and found articles from anywhere in the hotel must be handed over to housekeeping control room. The control room supervisor is responsible for the safe custody of the lost and found articled until it is claimed by the owner or disposal to the finder.
Procedures for lost and found are:
1. Inform the control room as the article is found. This will facilitate immediate information to the guest if called.
2. Send the articles immediately to control room.
3. Make entry in the lost and found slip and register.
a) Tally the serial number of the slip with that of the register before making entry in the resister.
b) Write the time, date, name as per mentioned in the slip.
c) Description of the article should be written to facilitate identification.
4. Attach the original slip to the item and hand it over to the control room supervisor.
5. The second slip goes to the front office for information. The third slip goes to the security for information as well as timely disposal. The fourth copy is the housekeeping copy.
6. The article is be stored in the cupboard month wise (3 to 6 months).
7. The unclaimed articles is to be stored in the specified duration (3 to 6 months) are normally handed over to the finder with a gate pass.
8. Very valuable items are stored for a year before disposing off to the finder.
9. Claimed articles are given to the owner as per rules.
10. Unclaimed lost and found which liquor is or gifted liquor will be handed over to the F and B controls through the executive housekeeper.
NOTE: often guest present gifts to employees. This is discouraged; however, some guests are offered if the gift is not taken and hence the employee is permitted to receive it. Such items would not be classified as “lost and found”. In cases, a letter from the guest acknowledging his act of gifting the item must be received by the employee. The employer would have to declare this to the Housekeeper and Security Officer. A gate pass would have to be made by Security authorizing the employee to take out the item from the hotel premises.
“Lost and found” in Housekeeping department refers to those articles unintentionally left or lost by a guest in the hotel. Such articles can range from jewelry, costly electronic goods to simple garments etc. however; the hotel considers it its duty to protect such articles till time that they are claimed by the guest.
RECORD OF LOST AND FOUNd
HOTEL XYZ
DATE______________ PERSON TAKING REPORT__________________________
WHO LOST
NAME ________________________ WHEN LOST___________________________
ADDRESS______________________ CHECK OUT ROOM NO.__________________
______________________________ WHAT FUNCTION ATTENDED ___________________
TELEPHONE NO. ________________ _____________________________________
WHAT LOST____________________ DATE FOUND _______________________
DESCRIPTION___________________ DATE MAILED _______________________
______________________________ DATE PICKED UP_______________________
LoST AND FOUND
HOTEL NCTTM
Room No. _______________________
Date ____________________________ Time _________________________
Description__________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
Found By __________________
This form is used when is used when people attending functions at the institution have lost something or when a former guest calls in to enquire whether his lost possession was found.
Dealing of unusual movements
Death of a Guest: If a guest dies in the hotel, the police should be notified as well as either the hotel doctor or the one who had been previously attending the guest. Neither the body nor anything else in the room should be touched until the police arrive. The fact that a guest has died should not “broadcast” to other guests. The hotel should notify the appropriate Embassy or Consulate. It should be arranged so that the body is removed as quietly and discretely as possible.
Sick Guest: Generally such a case is considered as usual events as it occurs from simple physical weakness to serious diseases. The house doctor should be called for the sick guest. In such cases, hotel personnel, especially the housekeeping is responsible to provide the guest with a best medical assistance available. Sick in-house guest are supplemented with the specific diet as per the recommendation of the doctor. If the situation is very serious, the relatives, guardians or parents of the guest should be informed.
Drunk guest: one should never argue with a drunken guest whether s/he is an in-house guest outsider. He must be dealt with politely and should be led away from the public areas, either into an office or his room. If he is left around in the public area, the environment may get disturbed and it may bring disgrace to the name of the guest and hotel as well. If he has any companion, request him/ her to take the person away. Never allow such a guest to drive at his own self. If the need arises, arrange for a driver to reach the guest home (if known). If the guest behaves unruly, the hotel security must be called.
Skippers: are those guests who leave the hotel without paying bills. This is made possible because the skipper usually come with light luggage to avoid the attention of the bellboys and securities to his secret mission to skip from the hotel. He can leave the hotel under the pretext of the business call, visiting places, meeting relatives or such exceptions. Hence, the bell boys/ room attendants need to be alert and notify the front office about guest with scanty baggage so that deposit of the anticipated charges can be asked and his hotel expenses can be restricted to a certain limit.
Fire in the hotel:as soon as fire is noticed it should be in intimated to the telephone operator. In most hotels, the telephone department plays the pivotal role of alarming the hotel. In smaller hotels where the telephone function merges with the front office operations, the procedure would be to call the fire department I the city for help. The front office should alert all guest and inform them to use the emergency staircase, and not the elevator. All the elevators should be grounded and locked. The telephone exchange should always be manned during the fire to facilitate communication from one point to another. The staff involved in the fire procedure should search each room thoroughly especially under beds and in the bathrooms, to ensure that no guests are left behind. They must guide the guest through the staircase and help in extinguishing the fire by the use of appropriate fire extinguisher and hose reel.
Damage to the hotel property: such damages are commonly done in the guest room. Hence an alert room attendant can easily detect such mishaps during her routine service. Such an incident should be immediately reported to the concerned so that the hotel management could levy a charge to the guest equal to the damages done, or take needful security action. Normally responsible guest will never argue. But should he object, he must be referred to the higher authority/security.
Terrorist activities and bomb threat: In view of terrorist attacks in the top hotels of Mumbai, hotels have heightened their security levels for the safety of their guests and staff. It is a challenge for the hotel security staff faces to strike the right balance between being hospitable and being alert to the activities of the resident and nonresident guests. They also have to go in for extra security measures.
Hotel that cater to VIP like Cinestars, politicians, CEOs of Key companies, etc. are potential targets of terrorist attacks and should be well equipped to handle terrorist threats. In case of a bomb threat, the hotel should liaise with the local police authorities and follow their instructions. If the bomb threat comes over telephone, the person receiving such a call should follow the given procedure:
1. Do not interrupt the caller
2. Write down exact words of the caller
3. If possible find out:
· The time by which the bomb is due to explode.
· The place where the device is placed
· The description of the device.
· The motive of the attackers.
· The identity of the attacker.
4. Write everything as soon as the call is disconnected. If available, a bomb threat form may be used. Try to note down the following:
· Caller’s voice
· Mannerism
· Age and sex
· Accent
· Any background noise, etc.
5. Do not alter the exact conversation between you and the caller while narrating the incident to the authorities
6. Inform the competent authority immediately.
7. Do not spread any rumor.
8. Do not attempt to defuse the bomb if you are able to locate the same. Contact the local police authority or bomb disposal squad for defusing the device.
Robbery and theft: There is always a possibility of robbery in hotels as the front desk cash and bills in the possession of guests may invite burglars. To discourage robbers, the guests should be asked to leave their valuable in the front office safety deposit locker or in the in room locker. In the event of an armed robbery, the hotel employees should follow the below-mentioned procedure:
· Comply with the robbers’ demand.
· Do not make any sudden movement as it may provoke the robbers to use weapons or firearms.
· Remain quite, unless directed to talk by the robbers.
· Do not attempt to disarm the robbers, as this may jeopardize many lives.
· The cashier may switch on the secret alarm the might be installed in the cash drawer, while also following the direction of robbers so that they do not get suspicious of him.
· Observe the robbers carefully, noting the physical characteristics like height, build, eye color, hair color, mannerisms, complexion, clothing, scar marks, or anything that can be helpful in their identification.
· Note the direction of escape, and the type and registration number of the vehicle used by the robbers.
· Do not touch any object that might have been touched by the robbers and restrict the movement of people in the area in order to preserve fingerprints and other possible evidence left by the robbers.
· Gather the details of the robbers from the people who have witnessed the event and record then in the crime report form, if available.
Accidents: according to oxford Advance Learner’s Dictionary, an accident is ‘an unpleasant event that happens unexpectedly and causes injury or damage’. Accidents may occur due to any one of the following reasons:
· Excessive haste
· Carelessness
· Anxiety
· Lack of interest
· Lack of concentration
· Failure to apply safety rules
In hotels, accidents usually happen in one of the following areas:
· Stairways
· Balconies or landings
· Ramps
· Parking lots
· Bathtubs or showers
To minimize the number of accidents and to avoid workplace injuries, the hotels should take care of the common problems, some of which are as follows:
· Presence of handrails/ guard rails
· Presence of a non-slip surface
· Adequacy of landing areas
· The accident victim’s field of vision
· The accident victim’s health and behavior
· Adequacy of lighting
· Weather conditions (wet, snowy) and maintenance (cleaned, recently polished)
Accident report: in spite of all the precautions taken by hotels to prevent accidents, misshaps may still occur. If a staff member meets with an accident with the hotel premises, it must be reported to the management and a record of the accident must be entered in the accident book.
