Housekeeping Mission
Statement:
Success
is When?
We
exceed the expectation of: Owner, Guests and Employees.
Owner:
by
exceeding expectation with increased return on capital investments.
Guests:
By anticipating the need and
exceeding guest expectations through quality service, cleanliness of
hotel area.
Employee:
By exceeding expectations through
training and professional growth
Our Goals:
We will:
Qualified
in keeping and maintaining Hotel cleanliness
·
Fastest
growing, most innovative and synergistic
·
Accomplish this: by providing
superior quality services, training, tool and equipment.
HOUSEKEEPING
DEPARTMENT IN THE ORGANIZATION
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, glamour, 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 (depend of how big the hotel, total of rooms, etc)
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”. Where as, 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.
Public
Area: Lobby
Area, Floor Corridors, Guest elevators, Service Areas, Guest Toilets.
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 equipment's
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.
