PP5- Housekeeping Department Responsibilities

Housekeeping Department Responsibilities

• Responsible for the physical condition of the hotel
• Ensures customer satisfaction through cleaning, maintenance, and presentation of facilities

Housekeeping Department Staff Specializations

• Room cleaning and preparation
• Cleaning of meeting rooms and public areas
• Laundry (internal and external)

Operational Tasks of the Housekeeping Department (Maids)

• Maintaining cleanliness during check-in, check-out, and late check-out procedures.
• Handling requests like special rooms, VIP accommodations, cribs, and extra beds.
• Communicating with reception and presenting "show rooms."
• Managing minibar consumption and replacing materials like towels, toiletries, and linen

Operational Tasks of the Department (Maids & Valets)

• Cleaning and deep cleaning of public and internal areas (both front and back of the house).
• Cleaning of guest rooms, meeting spaces, hallways, stairs, elevator areas, and office spaces
• Laundry services encompassing internal and external laundry, including uniforms and guest clothing.
• Lost and found object handling and management

Operational Tasks of the Department (Housekeeping Manager & Assistant)

• Ordering cleaning products and hotel equipment
• Managing staff assignments, absences, and hiring extra staff

Housekeeping Outsourcing

• A management technique to delegate non-core business processes
• Improves efficiency and competitiveness by focusing on core operations

Housekeeping Outsourcing: Pros & Cons

• Advantages:*
• Reduces staffing costs (housekeepers and valets)
• Reduces administrative tasks and staff management
• Allows the company to focus on its main activity
• Disadvantages:*
• Difficulty in controlling service quality
• Loss of control over the outsourced area
• Difficulty differentiating from competitors in the area
• Loss of control and management issues, and unexpected costs

Glossary

• Housekeeping Manager: Person in charge of the Housekeeping department
• Safety Form: Official document outlining cleaning product usage
• Valet: Room maid assistant
• Do Not Disturb: Sign signifying guest preference for not being disturbed

Maintenance Department Responsibilities

• Maintaining optimal and proper hotel facility functions
• Preventing security risks caused by equipment malfunctions or misuse

Preventative Maintenance

• Routine inspection of all hotel units
• Reviewing and maintaining facility equipment
• Keeping the emergency response plan up to date
• Implementing loss prevention measures

Reactive/Corrective Maintenance

• Prompt response to maintenance issues
• Management of breakdowns and issues
• Direct communication with housekeeping and reception

Areas of Maintenance Department Control

• HVAC (Heating, Ventilation, and Air Conditioning)
• Lighting (energy expenditure control)
• Kitchen (appliance, camera, and general equipment control)
• Electrical installations
• Temperature and pH control
• Pipes
• Tanks
• Public areas and rooms

Maintenance Department Administrative Tasks

• Ordering maintenance supplies (purchasing orders)
• Repair materials management
• Staff management
• Forecasting repairs
• Annual budget management

Glossary

• Labor Risk: Activities aimed at minimizing workplace hazards.
• Accident: A work-related or travel-related injury
• PPE (EPI's): Personal Protective Equipment used to prevent workplace hazards.

Test your knowledge on the responsibilities and operational tasks of the housekeeping department in a hotel. This quiz covers staff specializations, cleaning procedures, and customer satisfaction practices. Perfect for those in hospitality management or looking to enhance their understanding of hotel operations.