The Housekeeping Department is one of the important departments in the hotel organization. Its main function is to maintain the cleanliness of the entire Hotel. Except Kitchen areas.
The importance of Housekeeping in the Hotel organization has been confirmed without any doubt by many of the Executives in the hospitality industry.
The best insurance for investment in a hotel is excellent standards of Housekeeping and cleanliness. No amount of advertising, entertainment, glamor, or friendliness will overcome poor Housekeeping in the eyes of the guest.
The person who responsible for managing the Housekeeping Department is usually called an Executive Housekeeper. The Executive Housekeeper reports to Executive Assistant Manager and General Manager. Housekeeping Department has a very close relation with other departments, especially the Front Office, in providing and maintaining the guestrooms and public areas into a safe and proper condition for the guest satisfactions.
The Organization Chart
To operate his organization, the Executive Housekeeper is helped by Assistant Executive Housekeeper, Senior Housekeeping Supervisor, Housekeeping Floor Supervisor, Linen & Uniform Supervisor, Public Area Supervisor, Housekeeping Administration and all Housekeeping Staffs’
Room section/floor section
Room section is a very important section in Housekeeping Department because this section is responsible for maintaining the spotless and tips top condition of the guestrooms. The success of any organization, which provides accommodation, depends on good Housekeeping, especially in rooms.
It is said that “the rooms are the heart of the resort/villas” the resort business has a line of product to sell such as the Lobby, Bar, Restrooms, Restaurants, Coffee Shop, Banquet Rooms, and so on, the principal product of every hotel and is obviously the guestrooms. The person who is responsible for keeping the guestrooms clean and comfortable is called “Room Attendant”. Whereas, the person who is co-ordinate and supervises the Room Attendant work is called “Floor Supervisor”.
Since the Room Attendant is work in guestrooms and in order to maintain the standard Attendant service and for guest satisfaction, certain rules must be adhered to and followed by maids when they clean rooms in any establishment.
Houseman / Public Area section
Houseman section is one of the sections in Housekeeping that responsible for the cleanliness of the whole hotel areas except guestrooms, kitchen areas and especially that are not covered by the contract.
Public Area: Lobby Area, Floor Corridors, Guest elevators, Service Areas, Guest toilets.
Function Room: Restaurants, Meeting Rooms, Training Room.
Offices: Executive Office, Accounting Office, Purchasing Office, Housekeeping Office, Engineering Office, Human Resources/Personnel Office, etc.
The Public Area Supervisor is responsible for the smooth flow of work in this section and report to the Assistant Executive Housekeeper. To cover areas, the Houseman’s works are divided into several sections.
Linen/Uniform Room Section
The linen/uniform room section is very essential in Housekeeping Department. Its main function is to provide, store, and distribute hotel linen and staffs uniforms. And also responsible for the smooth circulation of the hotel linen and staff’s uniforms as well.
This section is headed by Linen/Uniform Supervisor who reports to Assistant Executive Housekeeper.
Laundry Section
Laundry section is part of Housekeeping Department. Its main function is to provide pressing laundry and dry cleaning service to the guests, staff’ uniform, F&B linen and guest room linen. Laundry Manager is responsible for the overall operation of the laundry heads this section. To run the laundry manager is helped by Laundry Supervisor and report to Executive Housekeeper.
Florist Section:
To beautifying the hotel performance in every outlet or section. The florist will make a special flower arrangement in each area covered; such as Lobby, Pool Bar, Restaurant and other area.
Office Administration:
The person who responsible to maintain the administration in Housekeeping Office is the Executive Housekeeper, Assistant Executive Housekeeper, all Supervisors and the order taker/office clerks. The order taker will in-charge for taking all guest requests, telephone calls (incoming and outgoing calls) all store items request, etc.
Relationship with Other Departments:
Co-operation between departments is mandatory to achieve a smooth running hotel. Also it makes work simple and more pleasant. To receive co-operation one must give co-operation. To accomplish its assignment, each department is dependent upon the other departments. For example, the Housekeeping Department depends upon:
Engineering.
• To expedite completion of repairs and maintenance work orders.
• To notify Housekeeping when work in guest rooms is completed so that Housekeeping can inspect and release room to Front Office.
• To notify Housekeeping and Front Office when scheduling work in guest rooms so the rooms may be placed out of order.
• To train their employees, particularly when working in guest areas to be tidy, use drop cloth if necessary, not to use guestroom bathroom and clean up after their work.
Laundry.
• To maintain flow of clean linen and uniforms.
• To set aside torn or damaged linen for mending.
Front Office.
• Provide occupancy forecast, daily occupancy, checkouts, check in, VIP’s list, roll away bed and baby crib installation and removal.
• To train bellman not to damage walls and doors in transporting the luggage.
• Improve communication between Bellman and Housekeeping when guests check out to minimize late charge of mini bar.
Food and Beverage.
• To train employees not to damage walls and door in transporting food, particularly room service.
• To remove promptly room service trays and trolleys from guest floors.
• To handle linen with care.
• To return to the linen room the clean linen, which needs mending.
Purchasing.
• To obtain supplies and equipments
All Departments.
To train all employees:
• Not to litter, and pick up litter in their travel throughout the hotel.
• To be neat in the employee locker rooms and restrooms.
• To adhere to the established hours for uniform exchange.
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