UNIT 13 MANAGING HOUSE KEEPING OPERATIONS
Structure
13.0 13.1 13.2 13.3 13.4 13.5 13.6 13.7 13.8 Objectives Introduction Organisation of Housekeeping Department Layout of the Housekeeping Department Functions of the Housekeeping Department Management of Guest Amenities The Boulders – A Prime Hotel in USA: A Case Study Let Us Sum Up Clues to Answers

13.0 OBJECTIVES
After going through this Unit you will be able to explain the:
• • •

organisation structure of the housekeeping department, various functions associated with this department, and control system that can be used in housekeeping operations.

13.1 INTRODUCTION
As the name suggests, housekeeping operations are related to the upkeep of the hotel. Housekeeping is basically concerned with the smooth running of the place, as it has to maintain the hotel from the lobby to the room to the restaurants and the cleaning of the public areas. This Unit intends to introduce you with the housekeeping activities and will also apprise you with the managerial aspects of the Housekeeping Department. An attempt has also been made to establish its linkages and healthy relationship with other departments of the hotel.

13.2 ORGANISATION OF HOUSEKEEPING DEPARTMENT
To run even a small hotel of 30 rooms you would require mas sive quantity of linen and a medium sized staff to keep it clean and hospitable for the guests. Within a hotel, the housekeeping department is normally the biggest department with a large number of staff members. Hence, housekeeping department of every hotel has an organised structure irrespective of its size. However, for smaller hotels organisation of housekeeping departments can be done in the manner given in Figure I:
Sr. Attendant (Linen Room) Head Room Attendant Head Housemen Public Areas Figure I
(Source: Practical Handbook of Housekeeping by Samuels)

Helper

Housekeeper

Supervisor

Room Attendants

Housemen

Housemen

Housekeeping Manager Secretary/Typist Assistant Executive Housekeeper

Linen/Uniform Room Supervisor Tailors Upholsters Attendants

Desk Control Supervisor

Floor Supervisor

Night Supervisor

Public Area Supervisor

Horticulture

Head Gardner Room Attendants Head Housemen Cloak Room Attendant Gardner

Housemen

Housemen Figure II

(Source: Practical Handbook of Housekeeping by Samuels)

In any medium or large size hotel the housekeeping department is normally organised in the manner described in Figure II: Figure II illustrates that though the role of all hous ekeeping personnel is crucial, three are the key players, viz., Housekeeping Manager, Floor Supervisor and Room Attendants. Some of their prime duties can be summarised as: a) Housekeeping Manager: Also known as the Head or Executive Housekeeper, is the one with ultimate accountability for the department in terms of staff deployment and development, operational standards and profitability. Delegation, community guidance and direction are key skills required in a successful housekeeping manager. As a whole, it is the housekeeping manager who owns the accountability for standards of cleanliness, maintenance and financial performance within the housekeeping department. b) Floor Supervisor: Also known as floor housekeepers, is in charge of a floor or a specified number of rooms. His/her main job is to ensure the quality and efficiency of the room attendants. Once the room is checked and found to be upto mark it is “handed” over to the front desk for letting out to the guest. The floor supervisors also impart training to the new room attendants and re -training for the existing staff for corrective measures. They are also responsible for the equipments and costcontrol within their area, and liaison with other department like maintenance and front office. Management of linen, refuse and cleaning equipment is another duty of the floor supervisor. Sending soiled linen for cleaning and procuring clean linen for next day’s cleaning of rooms is very important. Also the exact count of the linen needs to be maintained at all times in the linen closet. c) Room Attendants: Room attendants are also known as housekeeping assistants. They are primarily responsible for maintaining the high standards of cleanliness in each of the room assigned to them. Cleaning the room includes vacuuming the rooms, cleaning the toilets, checking and replenishing the used toiletries, changing the linens and towels and making sure that the general set-up of the room is correct. Reporting of the maintenance problems to the concerned department personnel is another key duty performed by the room attendants. At times guests place their queries regarding the local amenities or about hotel facilities to the room attendants and while answering these queries they play their role in customer relations. All these duties are required to be performed in a specified time period as they are allotted fixed number of rooms to maintain.
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13.3 LAYOUT OF THE HOUSEKEEPING DEPARTMENT
After understanding the organisational structure and functions of the housekeeping department, it is of utmost importance for you to know the layout of this department in a medium or large size hotel, irrespective of the location of a hotel. Layout also aims to convey important areas co-ordinated by housekeeping departments.
H O U S E K E E P I N G

Linen Store

Tailor Shop

Linen and Uniform Room

L A U N D R Y

E X C H A N G E C O U N T E R

LAUNDRY

Employees’ exchange counter

Executive House Keeper

Secretary

Housekeeping Desk Control

Housekeeping Suppliers Store

Upholstery and Furniture Yard

Flower Room

Lost and Found Section Figure III: Operational Layout of Housekeeping Department
(Source: Practical Handbook of Housekeeping by Samuels)

The layout given in Figure III indicates the functioning departments of housekeeping like linen store supported by tailor’s shop; laundry supporting the exchange counter; housekeeping desk control equipped with as many telephone lines as possible so that messages pertaining to the housekeeping personnel may be noted and passed down to them without any delay. Housekeeping also controls lost and found section , wherein all items lost or found by the guests are reported and recorded properly. To ensure smooth supply and functioning of housekeeping department its store shall be well equipped. Following items can be taken as a sample for this: Night spreads Sheets Pillow case Bath towel Face towel
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: 1 for every bed, : 2 for every bed, : 2 for every bed, : 1 for every guest, : 1 for every guest,

Hand towel Bath mats

: 1 for every guest, : 1 for every guest,

Mattress protectors : only a few to replace. Upholstery and furniture yard is also an important section of housekeeping department with the prime duties to maintain and replace as and when furniture or any other replacement of furnishing is required in any room as is reported by room attendants. Another important part of this department is the flower room, equipped with a washing area and air conditioning to maintain freshness of flowers needed for decorative purpose. As far as ideal number of personnel to be deployed in each section of housekeeping is concerned following formula can be used as a sample: Executive Housekeeper Assistant Executive Housekeeper Floor Supervisor : 1 for 300 rooms : 2 for 300 rooms : 1:30 Morning Shift 1:60 Night Shift Public Area Linen/Uniform Room Supervisor Linen/Uniform Room Helper Room Attendant Linen Attendant Housemen Desk Attendant Tailor Horticulturist Upholster Head Gardner Gardner : 1 for every shift : 1 for every shift : 1 for every shift : 1 for every fourteen rooms : 1 for every shift : 1:60 rooms/per shift : 1 for every shift : Subject to lo ad : One : One : 1 for every 20 : 1 for each 450 sq. ft. of landscape area

13.4 FUNCTIONS OF THE HOUSEKEEPING DEPARTMENT
The extension of the housekeeping function outside the hotel bedroom normally includes cleaning of the bedroom floors and may also include the staircases, public cloakrooms and other public areas of the hotel. Many a times outside agencies are involved in cleaning the public areas such as the lobby and the restaurant area as well as the men’s and women’s restrooms. This activity is normally carried out at odd hours or at the times when public is not around this area. The standard of the cleanliness needs to be maintained and it’s the duty of the executive housekeeper to see that pre-determined standards of cleanliness are maintained in all the areas of the hotel it be if the fire-exit stairwells and goods lifts or any other public area. To ensure this, the day of executive housekeepers begin with a round with assistant housekeeper of all such areas which is visited by the public. For this standards need to be set and once the standards are approved, the department shall strive hard to maintain them. Other function areas of the housekeeping department includes: 1) Lost and Found Department: Many a times while cleaning a guest room attendant comes across some personal items of the guest left behind. The value of the personal item can vary from almost
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nil to thousands of rupees as in the case of Rolex watches, etc. All the articles found while cleanin g the rooms are, thus, handed over by attendants to the floor supervisor, who maintains a list of the found articles against the specific room number. 2) First Aid: First aid as and when needed by the guests is provided by the housekeeping department which m aintains the first aid kit. 3) Floral Arrangement: Fresh floral arrangements all over the hotel are maintained by the housekeeping department. The private areas like guest bedroom or the public areas like the restaurants and the lobby floral arrangements are made by housekeeping department. 4) Laundry Services: The laundry services extended to the guest are usually provided by the housekeeping. The laundry to be washed is collected from the guest room and washed, dried and ironed clothes are supplied back to th e guest room. Earlier, all the hotels had in house laundry services but nowadays many hotels have out-sourced this service, both for the hotel linen as well as for the guest laundry. 5) Purchasing: This is one role of the housekeeping department where a lot of money transactions take place. This is one of the important areas which can affect the profitability of the hotel if various products purchased and supplies are not well managed. The primary areas of purchasing that are under the control of the Executive housekeepers are: a) Bedroom supplies: e.g., laundry bags, breakfast, cards, shoeshine, etc., b) Bathroom supplies: e.g., toiletries, c) Linen: bed sheets and towelling, d) Tea and coffee making facilities (TCMF): e.g., tea/coffee sachets, sugar, milk and biscuits, e) Working replacements: e.g., shower curtains, crockery, glassware, vacuum cleaners, trolleys, etc., f) Cleaning supplies: e.g., air freshener, bleach, cleaning product, and g) Uniforms: e.g., for the room attendants/porters. It is necessary for the Executive housekeeper to ensure that the supplies and their consumption is monitored. The list of items in the purchasing list can be further classified into. (Source: Accommodation Management, edited by Constantinos S. Verginis and Roy C. Wood) . a) Consumable: bedroom supplies, cleaning supplies and TCMF b) Assets: uniforms, working replacement and linen. The Executive housekeeper would have different policies for these two distinct groups of purchasing. The actual consumption of the first group of purchases can be anticipated in line with the hotel occupancy. It is necessary to maintain a stock of these items so that the staff can put up their requisitions on a daily or weekly basis. The Executive housekeeper is thus required not only to ascertain the demands but also to control the use of consumable products by maintaining properly the invoices and requisition slips. The consumable products are many and if not properly monitored will obviously affect at large the profit statement of the hotel. Today, computers are used for the purpose. “Assets”, though not in true sense, like uniforms, etc. are not regularly used up and they do not need to be replaced daily. But it is the duty of the staff to maintain their uniform and turn up immaculately, daily. Other items like vacuum cleaners, crockery are phased out over a period of time and are recorded as depreciation. Hotel linen is very difficult to manage, as in a large hotel almost 5000 soiled linens are sent for cleaning daily. To count and counter check the linen from and to the laundry is a herculean task. Moreover, guests also tend to pilfer items like towels from hotels. To keep account of stock and maintain it and when necessary replenish it becomes the priority job for the housekeeping manager.
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13.5 MANAGEMENT OF GUEST AMENITIES
All the hotels essentially have a list of amenities that they provide to the guests in every room. The housekeeping department is the intermediary which supplies these consumable goods in each room. Table 1 shows the specific amenities that are provided in almost all the hotel rooms, though more can be added to it as per requirements.
Table 1: Specific Amenities Bathroom Soaps Sewing kit Hand/Body lotion Suntan lotion Bath/Shower gel Hair conditioner Toothpaste/Toothbrush Washing line Mouthwash Hairdryer Shampoo Make-up tissues Shower cap Scent/After shave

Bedroom Shoe shine kit Clothes hangers In-room safe Television/Video recorder AM/FM radio Stationery Morning newspaper Selection of books and journals Shoe case Direct company billing Remote control

Food and Beverage Amenities Mini bar Water boiling facilities Room service Complimentary wine Chocolates Fruit basket Hot beverage supplies

Lounge/Desk Area Fax machine House directory Stationery
(Source: Hotel Management, Sue Baker)

Desk light Int’l direct dialling phone Desk pad

Personal computer Mobile telephones

As the number of hotel rooms increases, different room types become evident. The amenities provided vary with the type of hotel and the type of clientele they serve. Different graded hotels have certain specific guest facilities keeping in mind their varied guests. Table 2 is an example where two different hotels provide different facilities to the guests.
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Table 2: Typical Amenities 600 Room deluxe class hotel, city centre location, mainly business bookings 800 Room medium class hotel, sub-urban location, mainly group bookings

Entrance “Do Not Disturb” card “Do Not Disturb” card Breakfast menu Fire escape plan Desk Top Telephone directory Fire escape plan Typhoon safety regulations IDD booklet Guidebook Breakfast menu Sewing kit Ball pen Food and beverage information Desk-top Folder Letter pap er/envelopes Telex/Fax forms Thank you and postcards Cable Television guide Blotting paper Limousine service Health spa information Closet Laundry bags and list Drycleaning bag and list Leather shoehorn Leather clothes brush Shoe shine kit Shoehorn Hangers Laundry bags and list Shopping bag Wooden hangers Guest directory Guidebook Tent card promotion Ashtray Match box Folder with standard stationeries

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600 Room deluxe class hotel, city centre location, mainly business bookings

800 Room medium class hotel, sub-urban location, mainly group bookings

Mini Bar Services Glasses and ice bucket Bottle opener Water (mineral/distilled) Coasters Mini bar on request Ice bucket Opener Glasses with coaster Red wine glasses – 2 Champagne glasses – 2 304 glasses – 2 306 glasses – 2 Tumbler – 1 Napkins – 2 Stirrers – 2 Drink voucher Rattan basket with liquor Bedside Table Int’l direct dialling telephone Control panel/switches Radio channels Int’l direct dialling telephone Control panel/switches Radio channels Phone directory Sitting Area Television set Remote control Magazines/Newspapers Flowers Television set Remote control Magazines/Newspapers Luggage rack Bathroom Bath towels – 2 Hand towels – 2 Face towels – 2 Tissue box and tissues Tumblers with coaster Soap dish with soap Foam bath and shampoo Bath towels – 2 Hand towels – 2 Face towels – 2 Tissue box and tissues Tumblers with coaster Soap dish with soap Foam bath and shampoo

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600 Room deluxe class hotel, city centre location, mainly business bookings Rubbish bin Sanitary bag Shoe shine mitt Shaving socket Bathrobes Slippers Glass jar and cotton buds Bath salts Bottle opener Vase (bud) Emery board Mild clothes detergent Shower cap Hair dryer

800 Room medium class hotel, sub-urban location, mainly group bookings Rubbish bin Sanitary bag Shoe shine mitt Shaving socket Plant

Upon Request Swimming goggles Adaptors/Transformers Heaters Iron (with board) Baby supplies/crib Extension cord Clothes rack Luggage rack Comb Disposable razor Shaving cream
(Source: Hotel Management, Sue Baker)

Adaptors Heaters Iron (with board) Baby supplies/crib

Providing these amenities is just not enough. It is the duty of the housekeeping department to manage and maintain these amenities. The housekeeping staff needs to keep a check on the consumable items in the room to evaluate their success in terms of profit or loss to the hotel. A set standard in maintaining the room should be set and achieved. A very easy and systematic way to deliver standardised service is to avail the use of checklist. A checklist is used for monitoring and checking the standard of work. Usually floor supervisors use checklist to check the rooms cleaned by room attendants. A usual checklist is given in Table 3.
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Table 3: Housekeeping Checklist

Date:
BEDROOM Lights off when finished Lights all work Wardrobe: 8hangers and straight Spare pillow in bag Trouser press work and dust free TV works and dust free Remote control works Clean room service menu Guest directory: Three paper Three envelopes Two fax sheets TICK

Room No.
BEDROOM / BATHROOM Top of headboard Bedspread, DND, breakfast card Under bed Tops of pictures Room dusted Room hovered BATHROOM Bath grouting Bath tiles Chrome work Towels: On sink 2 hand Above bath 2 bath sheets TICK TICK

Merchandiser – leisure break Mirrors clean and smear free Drawers: Hairdryer 1 Laundry bag 1 Shoe shine 1 Laundry list Cupboard: 1 Empty kettle 2 Glasses and coasters Tea tray 2 Cups and spoons Tea, coffee, sugar, milk Bin – empty Tops of lamps Windowsill Curtains and nets Chairs Telephone – notepads and pencil Yellow pages and phone book Ice cup behind tray Hygiene bags Bin – empty Sink Mirror Tissue × 1 box Floor Back of door

Over bath 1 bath mat Shower curtain clean and folded Toilet Toilet rolls × 2 Toiletries on tray: 2 Gel 2 Shampoo 1 Shower cap 2 Soap 2 Glasses

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(Source: Hotel Management, Sue Baker)

The overall performance can be measured by these checklists. This includes not only walking the floors or back of the house areas but by sometimes being resident overnight in the hotel and sampling the product. This should be encouraged at all levels within the hotel from the General Manager down to the front line staff. This process needs to be controlled and made available only during the periods of busin ess. Following the overnight experience or by walking around the department, positive comments or troubleshooting ideas should be fed back to the Housekeeping Manager for action and there needs to be a control system in place recording feedback and measuring corrective action as appropriate. While using the control system for maintaining standards, it should always be remembered that standards should be such that they are in line with customers’ expectations and the profit needs of the business. Check Your Progress 1) Discuss the role of different sections of housekeeping department. ………………………………………………………………………………………………………. ………………………………………………………………………………………………………. ………………………………………………………………………………………………………. 2) Why operational layout of housekeeping department assumes significance in any hotel? ………………………………………………………………………………………………………. ………………………………………………………………………………………………………. ………………………………………………………………………………………………………. 3) Enlist the amenities covered under guest/management. ………………………………………………………………………………………………………. ………………………………………………………………………………………………………. ……………………………………………………………………………………………………….

13.6 THE BOULDERS – A PRIME HOTEL IN USA : A CASE STUDY
Let us take a case study for our understanding.

13.6.1 Description
The practice: The Boulders utilises self-directed, three-person housekeeping teams, each team divides and interchanges all room duties, chooses its own work areas, is responsible for room quality, and conducts its own room inspections. This practice, implemented in late 1998, also requires that each team be multicultural to assist staff members who are trying to learn English, and to encourage greater interaction among all employees. Why the practice was developed: As a deluxe resort, the Boulders requires a high level of service for each guest room. However, guests frequently complained about too many housekeeping interruptions during the day, a reduction in room ‘entries’ were necessary. In addition, housekeeping is perceived to be ‘the toughest job in the resort. It is boring’. According to Linda Heyman , Director of housekeeping, “The Boulders wanted to find a better way to retain and motivate room attendants. There was also a need to make the housekeeping department more efficient, while simultaneously creating ‘a better place to work’. Housekeeping teams were not completely new to the Boulders. During the big ‘turn’ days when the room cleaning got bogged down, SWAT teams were used to expedite the cleaning process. Heyman proposed the team concept as a permanent solution; she had read about the team concept in other
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industries and believed it would work in hotel housekeeping. Heyman’s boss, John Maddock, gave the go-ahead to try housekeeping teams.

13.6.2 Execution
The resort manager and the human resources director supported the team concept. Heyman actually implemented the practice, but the resort manager and human resource director provided her with moral support, payroll expense flexibility and other necessary tools. The goals of the practice are to increase staff motivation, improve the working environment, upgrade guest service and decrease guestroom disturbances. Heyman believes that accomplishing these objectives will eventually increase profits. Heyman met with housekeeping supervisors, and the structure of the practice was hammered o ut. Then team concept was presented to all housekeeping staff. Implementation was accomplished in stages. First supervisors, then team leaders were trained in a series of meetings. Because of their ‘leadership’ role, team leaders were given 50 cents more per hour. A trial: Team leaders created two test teams composed of the most enthusiastic employees. Slower staff members were teamed with faster ones. Feedback from the two teams was encouraged. Normally a room attendant cleans 11 rooms per day (or 11 credits, depending on the size of the room). The two teams, on the other hand, initially were assigned 25 rooms (33 rooms did not work). At first, the teams were discouraged, as it was difficult to meet the 25 room standard. The three-month test period produced many modifications based on the teams’ feedback and ideas. All employees were encouraged to help shape the practice. However, change was a problem with many employees. Initially room attendants did not react well to the team concept many preferred to work alone. Training was required, particularly with those who did not deal well with change. In addition, language and interpersonal skills training was implemented. Operational issues: Learning how to operate in self-directed teams has proved to take longer than anticipated. Consequently, additional payroll costs have been incurred, but it is expected that they will diminish. Equipment problems had to be resolved. In addition, there were personnel problems that had to be worked out through training. For example, housemen (who were one-third of the team) initially felt that it was not their job to do the beds. Costs: Start-up costs are very higher as the employees are allowed to be less efficient as they begin navigating the learning curve for this practice. Heyman believes that the benefits of the practice will eventually outweigh the costs.

13.6.3 Outcomes
Success of the practice: The self-directed housekeeping teams have been very successful so far. Heyman notes that several of the objectives of the practices already have been achieved. Guests are happier and staff is more stable. Retention and morale of room attendants appear to have improved. Employees believe they have more control over their jobs. They do not work alone, and they have more flexible schedule. At the outset, the staff has been less productive, but this is improving. Once the practice is fully implemented, Heyman intends to assess the effectiveness of the housekeeping teams by measuring time needed per occupied room. Heyman feels that the work-team concept will spread to the other departments, and certainly will be sustained in housekeeping. Benefits top customers: Because of the practice, rooms are readied for guest check-in faster, and guests have fewer intrusions on their privacy. Soon in-room minibar service will be incorporated into the team concept.

13.6.4

Insights

Advice and observations: Heyman feels much planning is necessary to implement a work-team practice. If she were doing it all over again, Heyman would implement the practice at a slower pace.
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She would also assign fewer rooms to the teams at first, and after learning how negatively some employees react to change, she would she would set more realistic goals. Heyman believes that the practice would likely not work as well in a high-rise structure, but would be effective in a sprawling resort, and in hotels where there are large rooms. She states that the practice works well with multicultural employees. (Source: Express Hoteliers and Caterers)

13.7

LET US SUM UP

Housekeeping can rightly be called soul of a hotel if front office is considered to be the heart of a hotel. It is the housekeeping which gets the room ready for the guest and when guest checks out room is handed over to the housekeeping for up-keeping. Items and gadgets to be checked range from bathroom kits to bedroom gadgets like television, refrigerators, and air conditioners and if any fallacy is found with any of the technical equipments, engineering department may be contacted for repairing of the same. Job of the each player of housekeeping department is clearly mentioned in the organisation chart so as to avoid duplication of efforts as well as consequent wastage of energy. It is essential that proper inventory shall be maintained so that guests’ requirements can be met at all the times. In fact, even other segments of the tourism industry ought to know about these services in order to acquaint their clients of the facilities when they sell the packages tours etc.

13.8 CLUES TO ANSWERS
Check Your Progress 1) Refer Sec. 13.2. 2) Refer Sec. 13.3. 3) Refer Sec. 13.5.

Activities
1) Visit a Hotel (either small or big) in your locality. Collect information on functioning of the Front Office Department. Prepare list and functions of each personnel associated with Front Office. 2) Prepare a list of organised and unorganised sector hotels in your area. Compile information on types of rooms being offered by them.

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