Scribd Logo
Upload

Welcome to Scribd!

  • 229 views

    The Role of Housekeeping in Hospitality Operations

    Uploaded by

    Vikkivikram Vikram
    The document describes the roles of different hotel departments including housekeeping. It explains that housekeeping is a support department that cleans rooms and communicates with front office and engineering. Key communication methods between housekeeping and these departments include occupancy reports, work orders, and computerized room status updates. It also outlines different hotel service levels and defines various room status terms.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd

    The Role of Housekeeping in Hospitality Operations

    Uploaded by

    Vikkivikram Vikram
    229 views24 pages
    The document describes the roles of different hotel departments including housekeeping. It explains that housekeeping is a support department that cleans rooms and communicates with front office and engineering. Key communication methods between housekeeping and these departments include occupancy reports, work orders, and computerized room status updates. It also outlines different hotel service levels and defines various room status terms.

    Original Title

    47662158-ROLE-OF-HOUSEKEEPING

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    The document describes the roles of different hotel departments including housekeeping. It explains that housekeeping is a support department that cleans rooms and communicates with front office and engineering. Key communication methods between housekeeping and these departments include occupancy reports, work orders, and computerized room status updates. It also outlines different hotel service levels and defines various room status terms.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    229 views24 pages

    The Role of Housekeeping in Hospitality Operations

    Uploaded by

    Vikkivikram Vikram
    The document describes the roles of different hotel departments including housekeeping. It explains that housekeeping is a support department that cleans rooms and communicates with front office and engineering. Key communication methods between housekeeping and these departments include occupancy reports, work orders, and computerized room status updates. It also outlines different hotel service levels and defines various room status terms.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 24

    CHAPTER 2

    THE ROLE OF HOUSEKEEPING IN


    HOSPITALITY OPERATIONS

    OBJECTIVE : Describing the role of


    housekeeping within the hotel + explaining its
    relationship with the other departments.
    TYPES OF HOTELS
    Three Basic Service Level Categories

    Economy/limited-service Hotels
    Mid-range-service hotels
    World-class-service hotels
    ECONOMY/LIMITED-SERVICE HOTELS

    provide clean, comfortable, inexpensive rooms and


    meet the basic needs of guests

    appeal to budget minded travelers e.g. families with


    children, bus tour groups, business travelers,
    vacationers, retirees, groups of conventioneers

    has limited food & beverage service, do not offer room


    service, uniformed service, banquet rooms, health
    clubs

    the staff consist of owners as managers, room


    attendants, front desk agent, sometimes a maintenance
    person
    MID-RANGE-SERVICE HOTELS

    provide modest but sufficient service

    appeal to the largest segment of the travelling


    public e.g. business travelers on expense
    accounts, tourists or families taking advantage
    of special children’s rates
    offer uniformed service, full food and
    beverage facilities (e.g. specialty restaurants,
    coffee shop, lounge, etc)
    has management staff consist of a general
    manager and several department managers
    WORLD-CLASS-SERVICE HOTELS

    provide upscale restaurants, exquisite décor,


    concierge service, luxurious meeting and
    private dining facilities

    serve for top business executives,


    entertainment celebrities, high ranking
    political figures, wealthy people

    provide exclusive housekeeping services e.g.


    turndown service
    HOTEL DIVISIONS AND DEPARTMENTS

    Revenue Center:
    Areas that sell goods and services to guests, in
    other words, generate revenue e.g. front
    office, food and beverage outlets

    Support Center:
    Areas that do not generate revenue directly,
    but play a supporting role to the hotel’s
    revenue centers e.g. housekeeping,
    accounting, engineering and maintenance,
    human resources.
    HOTEL DIVISIONS AND DEPARTMENTS

    Front-of-the -House:
    Areas in which employees have guest
    contact e.g. front office, food and
    beverage outlets.
    Back-of-the -House:
    Areas in which employees have less
    direct contact e.g. accounting,
    engineering and maintenance,
    housekeeping
    HOTEL DIVISIONS AND DEPARTMENTS

    The Rooms Division – front office (front desk,


    cashier, mail and information section), housekeeping,
    reservations, telephone, uniformed service.
    The Engineering & Maintenance Division
    The Human Resources Division
    The Accounting Division
    The Accounting Division
    The Security Division
    The Food & Beverage Division
    The Sales & Marketing Division
    HOUSEKEEPING & FRONT OFFICE

    Written Communication
    - occupancy report
    - housekeeping rooms status report

    Mechanical Communications

    Computerized Communications
    WRITTEN COMMUNICATION

    Occupancy Report : prepared by a front desk agent


    every night, lists the occupied rooms that night and
    indicates the rooms expected to check-out the
    following day

    The Executive Housekeeper gets this list in the


    morning and schedules the rooms for cleaning.
    WRITTEN COMMUNICATION

    Housekeeping Status Report : prepared by the


    Housekeeping Department at the end of the shift,
    indicates the current housekeeping status of each
    room (the rooms that have been cleaned that day)
    based on a physical check of each room.
    Room Status Discrepancy : is a situation in which the
    housekeeping department’s description of a room
    differs from the front desk’s description of a room.

    Keeping room status information up-to-date requires


    close coordination between the front desk and the
    housekeeping department. The two most common
    systems for tracking current room status are
    mechanical room rack systems and computerized
    status systems.
    MECHANICAL COMMUNICATION

    A room rack may be used by the front desk to track


    the status of all rooms. A room rack slip is filled at
    the registration process with the guest’s name and
    other necessary information and placed in the room
    rack slot corresponding to the assigned room
    number. The presence of a room rack slip indicates
    that the room is occupied. When the guest checks
    out, the rack slip is removed and the room’s status is
    changed to an on-change.
    This system may lead to mistakes and delays in the
    room status information between housekeeping and
    front desk. For example, if a room rack slip is
    mistakenly left in the rack after the guest’s check out,
    front desk agents may think that a vacant room is still
    occupied (sleeper)

    Here, the communication between housekeeping


    and front office may be spoken (on the telephone),
    written (through the usual reports) or telewriter.
    COMPUTERIZED COMMUNICATION

    In a computerized room status system, housekeeping


    and front desk uses a computer terminal which
    ensures instant access to room status information.
    When a guest checks out, a front desk agent enters
    the departure into the computer which alerts
    housekeeping that the room needs cleaning. After
    the room is cleaned and inspected, housekeeping
    enters this information into the terminal. This is how
    the front office is informed that the room is available
    for sale.
    COMPUTERIZED COMMUNICATION

    When the computer system is connected to the


    guestroom telephone system, the supervisors can
    enter a designated code on the room telephone to
    change the room’s status in the hotel’s computer
    system to inform front desk that the room is ready
    for sale. This saves time and energy in informing the
    front desk about the status of the rooms.
    ROOM STATUS DEFINITIONS

    OCCUPIED: A guest is currently registered to the


    room.
    COMPLIMENTARY: The room is occupied, but the
    guest is assessed no charge for its use.

    STAYOVER: The guest is not checking out today and


    will remain at least one more night.

    ON-CHANGE: The guest has departed, but the room


    has not yet been cleaned and readied for re-sale.
    ROOM STATUS DEFINITIONS

    SLEEP OUT: A guest is registered to the room but the


    bed has not been used.
    SKIPPER: The guest has left the hotel without making
    arrangements to settle his/her account.

    SLEEPER: The guest has settled his/her account and


    left the hotel, but the front office staff has failed to
    properly update the room’s status.

    VACANT AND READY: The room has been cleaned


    and inspected, and is ready for an arriving guest.
    ROOM STATUS DEFINITIONS

    LOCK OUT: The room has been locked so that the


    guest cannot re-enter until he/she is cleared by hotel
    official.

    DUE OUT: The room is expected to become vacant


    after the following day’s check-out time.

    CHECK-OUT: The guest has settled his/her account,


    returned the room keys, and left the hotel.
    ROOM STATUS DEFINITIONS

    LATE CHECK-OUT: The guest has requested and is


    being allowed to check-out later than the hotel’s
    standard check-out time.

    OUT-OF-ORDER: The room cannot be assigned to a


    guest. A room may be out-of-order for a variety of
    reasons, including the need for maintyenance,
    refurbishing, and extensive cleaning.

    DO NOT DISTURB: The guest has requested not to be


    disturbed.
    HOUSEKEEPING &
    ENGINEERING/MAINTENANCE

    Routine maintenance

    Preventive maintenance

    Scheduled maintenance
    - maintenance work order
    HOUSEKEEPING &
    ENGINEERING/MAINTENANCE

    Routine Maintenance : activities are those which


    occur on a regular (daily or weekly) basis for the
    general upkeep of the property. E.g. sweeping
    carpets, washing floors, cleaning windows, replacing
    burned-out light bulbs, cleaning guest rooms. Many
    of them are handled by housekeeping.
    HOUSEKEEPING &
    ENGINEERING/MAINTENANCE

    Preventive Maintenance : consists of three parts:


    inspection, minor correction and work order
    initiation. Every day, the rooms are routinely
    inspected for any leaks, cracks, etc. If there are some
    minor problems, engineering is informed through the
    telephone and they are corrected while the room
    attendant is cleaning the guestroom.

    However, preventive maintenance sometimes


    identifies major problems for which work orders are
    initiated. Then, this type of work is referred to as
    scheduled maintenance.
    HOUSEKEEPING &
    ENGINEERING/MAINTENANCE

    Scheduled Maintenance : activities are initiated at


    the property based on a formal work order. Work
    orders are the key in the communication between
    housekeeping and engineering. When a work order is
    filled by the housekeeping, one copy is kept is kept in
    the department and two copies are sent to the
    engineering to inform them. One of those copies is
    kept by the chief engineer and the other is given to
    the engineering staff who will fix the problem.

    You might also like