Chapter 10 The Role of Housekeeping in Hospitality Operations Managing Front Office Operations

Competencies for The Role of Housekeeping in Hospitality Operations Describe the role of the housekeeping department in communicating room status. Explain the relationship between the housekeeping and maintenance departments and identify typical cleaning responsibilities of the housekeeping department. Explain how executive housekeepers use such tools as area inventory lists, frequency schedules, performance standards, and productivity standards to plan the work of the housekeeping department. (continued)

Competencies for The Role of Housekeeping in Hospitality Operations (continued) Distinguish between recycled and non-recycled inventories. Summarize the issues involved in a dilemma facing many hotels: whether to cut back or eliminate housekeeping supervisors.

Occupancy Report Front desk Rooms occupied that night  Prepared by: Front desk  Indicates: Rooms occupied that night Guests expected to check out next day  Used by: Housekeeping to schedule next day’s room cleaning

Housekeeping Status Report  Prepared by: Housekeeping  Indicates: Current status of each hotel room  Used by: Front desk to assign rooms to arriving guests

Potential Guestroom Maintenance Problems  Sleep set  Heating/air conditioning  TV, radio, phone  Bedspreads  Lighting  Door (continued)

Potential Guestroom Maintenance Problems (continued)  Toilet  Vanity and tub  Towels  Bathroom walls and door  Water temperature  Ventilation

Types of Maintenance  General upkeep  Routine maintenance  Preventive maintenance  Inspection  Minor corrections  Work-order initiation  Scheduled maintenance

Maintenance Recordkeeping  Equipment data cards Technical data Manufacturer’s information Item’s cost Special instructions Warranty information Storage of manuals/drawings  Equipment history records Logs of inspection/maintenance performed

General Housekeeping Responsibilities  Guestrooms  Corridors  Public areas (lobbies, public restrooms)  Pool and patio areas  Management offices  Storage areas  Linen and sewing rooms  Laundry room  Back-of-the-house areas

Additional Housekeeping Responsibilities at Some Properties  Meeting rooms  Dining rooms  Banquet rooms  Convention exhibit halls  Hotel-operated shops  Game rooms  Exercise rooms

Quality/Quantity What to do and how to do it—performance standards How much and how long—productivity standards

Housekeeping Inventories  Recycled inventories Linens Housekeeping equipment Guest supplies (equipment) Par number  Non-recycled inventories Cleaning supplies Guest supplies (small items) Purchase order system