Housekeeping Operations PDF

Fundamentals in Lodging Operations HOUSEKEEPING WHAT IS HOUSEKEEPING ? Housekeeping is the process of managing and maintaining the cleanliness, organization, and orderliness of a establishment. It involves tasks such as cleaning, organizing, laundry, and general upkeep to ensure a safe...

Fundamentals in Lodging Operations HOUSEKEEPING WHAT IS HOUSEKEEPING ? Housekeeping is the process of managing and maintaining the cleanliness, organization, and orderliness of a establishment. It involves tasks such as cleaning, organizing, laundry, and general upkeep to ensure a safe, comfortable, and functional environment. It includes a range of responsibilities, such as: Cleaning Organizing items and belongings Managing laundry and linens Ensuring proper maintenance of equipment and facilities Restocking supplies Managing waste and recycling INDUSTRIAL, DOMESTIC, INSTITUTIONAL HOUSEKEEPING Institutional housekeeping - Refers to the cleaning, maintenance, and organization of large public, or commercial establishments like hospitals, hotels, schools, offices, factories, and other institutions. The goal of institutional housekeeping is to ensure a clean, safe, and functional environment for the people using these spaces, while maintaining hygiene, health standards, and overall appearance. Domestic housekeeping - Refers to the routine cleaning, organizing, and maintenance of a private home or residence. It involves managing household chores to ensure the home is clean, organized, and functional, creating a comfortable and hygienic living environment for the inhabitants. Industrial housekeeping - Refers to the cleaning, maintenance, and organization of industrial facilities such as factories, warehouses, manufacturing plants, and other large-scale industrial environments. It involves maintaining a clean, safe, and efficient workplace, which is critical for both operational effectiveness and worker safety. DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING Cleaning and Sanitizing Laundry and Linen care Room and area Maintenance Inventory Management Guest Service Health and Safety Compliance Deep Cleaning and Special Tasks Time and Task Management  Fundamentals in Lodging Operations HOUSEKEEPING ORGANIZATIONA L CHART Housekeeping Department Organization chart (Large Hotel , Small Hotel, Medium Hotel and Chain Hotel) The organization chart of housekeeping department should provide a clear picture of the lines of authority and the channels of communication with the department. Housekeeping department chart not only provides for a systematic direction of orders but also protects employees from being over directed. The chart shows that each employee should take orders only from the person directly above him/her.  Also, a copy of the chart should be posted in an area so that all housekeeping staff can see where they fit into the overall organization of the department. Ideally, all hotels place the organization chart on ether the housekeeping control desk room or the place where usually the daily briefing happens. 1. ORGANIZATIONAL CHART OF LARGE HOTEL / 5 STAR / FULL SERVICE The housekeeping department in a large hotel or 5 Star Hotel is headed by the executive housekeeper. He/she reports to the general manager, or to the resident manager, or the rooms division manager in a large hotel. In the case of a chain of hotels, the executive housekeeper also reports to the director of housekeeping, who heads the housekeeping departments in all the hotels of that chain.  The deputy housekeeper assists the executive housekeeper and, depending on the size of the property, there can also be assistant housekeepers who look after the various areas of responsibility in the hotel that is floors, public areas, the linen room, and desk control. The Housekeeping Organizational Chart in a large hotel also contains multiple supervisors for each section of the housekeeping like the Laundry, Desk Control, Floor Supervisor, Public Area Supervisor and Night Supervisor each of these supervisors reports to the Assistant Housekeeper or the Executive housekeeper. 2. ORGANIZATIONAL CHART OF MEDIUM HOTEL / 3-4 STAR HOTEL / MID-RANGE SERVICE HOTEL The housekeeping department in a Medium Size hotel or 3-4 Star Hotel is headed by the executive housekeeper. He/she reports to the general manager. In the case of a chain of hotels, the executive housekeeper also reports to the director of housekeeping who heads the housekeeping departments in all the hotels of that chain. The deputy housekeeper assists the executive housekeeper and looks after the various areas of responsibility in the hotel that is floors, public areas, the linen room, desk control and staffing.  The Housekeeping Organizational Chart in a Medium hotel also contains multiple supervisors for each section of the housekeeping like the Laundry, Desk Control, Floor Supervisor and Public Area Supervisor each of these supervisors reports to the Assistant Housekeeper or the Executive housekeeper. 3. ORGANIZATIONAL CHART OF SMALL HOTEL / 1-2 STAR HOTEL / BUDGET OR LIMITED SERVICE HOTEL The housekeeping department in a Small hotel or 1-2 Star Hotel is headed by the Executive Housekeeper or a Housekeeping Manager. He/she reports to the general manager. In the case of a chain of hotels the executive housekeeper also reports to the director of housekeeping who heads the housekeeping departments in all the hotels of that chain.  In small hotels, the executive housekeeper controls the various areas of responsibility in the hotel that is floors, public areas, the linen room, desk control, inventory and staffing. The Housekeeping Organizational Chart in a Budget hotel has only two supervisors only one for the desk control and linen and the other supervisor is to manage all aspects of the rooms and public area. Both of these supervisors report to the Housekeeping Manager or EHK. 4. ORGANIZATIONAL CHART OF CHAIN HOTEL OR GROUP OF HOTELS The housekeeping department in a large chain hotel is headed by the Director Housekeeping or General Manager Housekeeping. The Executive housekeeper in each unit of the chain hotel will report to the director of housekeeping, who heads the housekeeping departments in all the hotels of that chain. The deputy housekeeper assists the executive housekeeper and, depending on the size of the property there can also be assistant housekeepers who look after the various areas of responsibility in the hotel that is floors, public areas, the linen room, and desk control. DIFFERENCE BETWEEN GROUP OF HOTEL AND 5- STAR HOTEL A Group of hotels refers to a collection of hotels, often owned, managed, or operated under a single brand or umbrella organization. These hotels may vary in size, location, and category (budget, mid-range, luxury). A hotel group may have properties in various cities, regions, or even countries. Hotels in a group often share a common brand, logo, and service standards but they may cater to different types of travelers. The hotels might be owned and operated by the same company or some properties could be franchised to third-party operators.  A 5-star hotel refers to a specific classification or rating assigned to a hotel based on the quality of its facilities, service, amenities, and overall guest experience. This classification is typically awarded by national or international rating organizations. 5-star hotels are known for offering exceptional luxury, comfort, and service to guests. These hotels often have upscale amenities such as fine dining restaurants, spas, swimming pools, concierge services, and high-end room features. Many 5-star hotels are located in prime areas or prestigious destinations often offering stunning views or unique architectural features.  Fundamentals in Lodging Operations DIFFERENT TYPES OF ROOMS, BEDS AND ROOM STATUS  A hotel room is a private space or unit within a hotel that is designed for guests to sleep in and use as their temporary accommodation during their stay. Hotels has various types of rooms cater to the diverse needs of guests, from solo travelers to families, business guests, and luxury seekers. Hotels often offer a range of room types to ensure that they can provide accommodations that match guests' preferences and budgets. The size, features, and luxury level of hotel rooms can vary depending on the type of hotel and its rating TYPES OF HOTEL ROOM 1. Standard Room - A basic hotel room with essential amenities like a bed, bathroom, and a small desk it is typically the most affordable room option. It cater a Budget- conscious travelers or those who need a simple place to stay. 2. Single Room - A room designed for one person typically with one single bed. It often includes basic amenities like a desk, TV, and a private bathroom. 3. Double Room - A room for two people with a larger bed usually a double or full-sized bed. It may come with basic amenities such as a TV, mini-fridge, and a private bathroom. 4. Twin Room - A room with two single beds. It is typically intended for two guests who prefer separate sleeping arrangements. 5. Triple Room - A room designed to accommodate three people, often with three single beds or a combination of a double bed and an extra bed (such as a rollaway). It cater Small groups, families, or friends traveling together. 6. Queen Room - A room with a queen-sized bed, which is larger than a double bed (typically 60 inches wide). It usually offers more space and comfort. 7. King Room - A room with a king-sized bed (76 inches wide) offering ample space and comfort. It’s one of the largest beds typically found in hotel rooms. 8. Suite - A more spacious room with separate areas for sleeping, sitting, and sometimes dining. Suites may include a living room, multiple bathrooms, and sometimes a kitchenette or minibar. 9. Penthouse - A top-floor luxurious room with exclusive access offering the best views and upscale amenities like private pools, hot tubs, and large living spaces. It cater VIPs, celebrities, or those seeking an extravagant stay. 10. Connecting Rooms - Two or more rooms with a connecting door allowing guests to move between them without leaving the room area. This provides more privacy and flexibility. 11. Cabana Room - A small standalone room typically located by the pool or beach. Cabanas are designed to provide a more private and relaxed atmosphere, often with outdoor seating or access to a private pool area. TYPES OF BED AND SIZE 1. Single Bed - Typically measuring 38 inches (96 cm) in width. 2. Double Bed - It measure 54 inches (137 cm) wide and 75 inches (191 cm) long. 3. Twin Bed - It measure 38 inches (96 cm) wide. 4. Queen Bed - Typically measuring 60 inches (152 cm) wide and 80 inches (203 cm) long 5. King Bed - Typically measuring 76 inches (193 cm) in width and 80 inches (203 cm) in length. 6. California King Bed - Typically measuring 72 inches (183 cm) wide and 84 inches (213 cm) long. ROOMS STATUS TERMINOLOGY During the guest’s stay the housekeeping status of the guest room changes several times. The various terms defined are typical of the room status terminology of the lodging industry. Not every room status will occur for every guest during their stay at the hotel. Changes in this status should be promptly communicated to the front office to maximize room sales and revenue. Maintaining timely housekeeping status requires close coordination and cooperation between the front desk and the housekeeping department for the non-automated / Semi-Automated hotels. ROOMS STATUS TERMINOLOGY 1. OCC (Occupied) - The room is currently occupied by a guest. 2. V or VAC (Vacant) - The room is not occupied and available for check-in. 3. HU (House Use) - The room is used by the hotel staff or someone staying from the management team. 4. VCI (Vacant, Cleaned, and Inspected) - Room is Vacant, Cleaned, and Inspected by the Housekeeping Supervisor. 5. VR (Vacant and Ready) - The Room is Vacant and Ready for Check-in. 6. OC (Occupied and Clean) - The room is already occupied and clean by housekeeping 7. VC - Vacant and Clean 8. EC - Early Check-in 9. LC - Late Check-out 10. CO - Check-out 11. DNCO (Did Not Check Out) - The guest made arrangements to settle his or her bills ( and thus not a skipper) but left without informing the front desk. 12. OOS - Out Of Service 13. OOO - Out Of Order 14. Skipper - The guest has left the hotel without making arrangements to settle his or her account. 15. On Queue - The guest has arrived at the hotel but the room assigned is not yet ready. In such cases the room is put on Queue status so the housekeeping staff to prioritize such rooms first. 16. Cleaning in Progress 17. DND - Do Not Disturb 18. On Change - The guest has departed, but the room has not yet been cleaned and ready for sale. 19. Stayover - The guest is not expected to check out today and will remain at least one more night. 20. DL - Double Lock 21. No Show 22. MUR - Make Up Room 23. SR (Service Refused) - The guest refuse the service offered by housekeeping. 24. HL - Heavy Luggage 25. LL - Light Luggage 26. NL - No Luggage also known as Scanty Baggage.