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Chapter 6
Housekeeping
What Guests Want
Good Service
Price / Reasonable Rates
Clean Appearance
Name / Reputation
Convenient Location
What Guests Want
1. Clean Appearance
2. Convenient Location
3. Price / Reasonable Rates
4. Good Service
5. Name / Reputation
Hotel Departments
Front Desk
Maintenance
Sales and Marketing
Housekeeping
Housekeeping Department
Largest Department in the Hotel• Staff • Payroll• Responsibility – “Eyes & ears of the
hotel”• Maintenance Concerns• Guest Behavior• Employee Theft
Housekeeping
The most vital department in a hotel
Highest impact on guests
Lowest wages paid
Least respect received
Executive Housekeeper Responsibilities
Manage people, equipment & supplies Hire & fire, training, purchase, maintain &
inventory
Preserve the physical plant Cleanliness, maintenance & upkeep
Controlling costs Payroll, linen, chemicals & supplies
Keep records Work schedules, HR paperwork,
purchasing, lost and found & MSDS
Room Cleaning Standards
14 to 19 rooms per day per room attendant (20 to 30 minutes each)
New conservation cleaning reduces time to 8 to 12 minutes per room or (35 to 50 stayover rooms per day)
Pay by hour or room (minimum wage: 5.15/hr)
* Based on 7 hours per day
Conservation Programs (Cost Control)
Change sheets every 3 days for stayovers Surface clean only Express clean Towel re-use
Cut water use by 10%; Chemical use by 15%
201 room Holiday Inn saves $700/mo on utilities and chemicals $2500/mo on labor ($30K per year) Labor $ savings is #1 reason to implement
conservation program
Linen Expense
Largest linen expense is Bath Towels Theft, stains & tears
Holiday Inn Park Plaza monthly linen expenses 25 dozen bath towels - $1051/mo 37 dozen hand towels - $396/mo 10 dozen bathmats - $315/mo 50 dozen washcloths - $219/mo $23,772/yr
Housekeeping Personnel
Housekeepers
Responsible for the cleaning and maintenance of guest rooms.
Housemen
Transport linens and other supplies to housekeepers.
Public Area Attendants
Clean public areas such as hallways, lobby, restrooms, recreational areas, and banquet reception areas.
Laundry Room Personnel
Separate, wash, dry, fold, and distribute linens.
Supervisors
Inspect guestrooms and public areas. Serve as the contact point between the housekeeping department and the front desk.
Housekeeping Checklist
Housekeeping Org Chart
(Medium-sized Hotels)
Executive Housekeeper
Room Attendants
Laundry Houseman
Supervisor/Inspector
Public Areas
Housekeeping Org Chart
(Large-sized Hotels)
Rooms Division Manager
Laundry Manager Housekeeping ManagerPublic Areas
Manager
Room Attendants
HousemenTurn-down
Service
Public Areas Attendants
Assistant/Inspector
Laundry Dry Cleaning
Executive Housekeeper Bonus
Maintaining Par Levels Guest Scores
- Cleanliness- Friendliness of staff – 5 foot rule
Controlling Costs- Labor- Supplies
Employee Scores