Interamerican University of Panama Tourism and Hospitality Faculty UIP-GLION Hospitality and Gastronomy School Organizational Structure of a Housekeeping Department

Paola Ramírez8-874-1566

Interamerican University of Panama

Tourism and Hospitality Faculty

UIP-GLION Hospitality and Gastronomy School

Topic:

Organization Chart Housekeeping department

Student:

Paola Ramírez

Teacher:

Luz Marina Ojeda


Date:

27/6/14

Organizational Structure of a Housekeeping Department

The organization chart of Housekeeping Department should provide a

clear picture of the lines of authority and channels of

communication with the Department. Housekeeping department chart

not only provides for a systematic direction of orders, but also

protects employees for 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 post in an area so that all

housekeeper 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.

Cleaning a hotel is not just a job, it may be an adventure.

Housekeepers need to keep things in top condition. From making

beds to scrubbing bathtubs to dusting the furniture, there is no

too job big or small for a hotel housekeeper.

Housekeeping responsabilities in limited- service hotels

Cleaning guestrooms

Corridors


Public areas such as lobby and public restrooms

Pool and patio areas

Management offices

Storage areas

Linen and sewing rooms

Laundry room

Back of the house areas

Housekeeping department 4 star hotel

Executive Housekeeper:

Duties:

Supervises all housekeeping employees, hires new employees as

needed, discharges employees when necessary and take disciplinary

actions when policies are not followed. Evaluates employees in

order to upgrade them when openings arise.

Plans the work for the housekeeping department and distributes

assignments accordingly. Assigns regular duties and special duties

for housekeeping staff. Schedules employees and assigns extra days

off according to occupancy forecast. Maintains a time log book of

all employees within the department.


Recruit and train new employees. Assigns new employees to work

with experienced help. Checks on the work of these employees

occasionally and observes the report made by the supervisors.

Approves all supply requisitions, such as those for spreads and

bathroom rugs. Maintains a lost-and-found department and is

responsible for all lost-and-found items. Determines the rightful

owner and send correspondences.

Responsibility & Authority:

Responsible for cleanliness, orderliness and appearance of the

entire Hotel.

Ensure that rooms are made as per company standard.

Prepare Annual Housekeeping Budget.

Maintain par stock of guest supplies, cleaning supplies, linen

and uniform.

Organize inventories with Accounts and General Store for linen,

uniform and fixed assets.

Pay particular attention while organizing pest eradication

activities.

Assist Purchase department in selecting suppliers for items

related to Housekeeping.

Plan, control and supervise Horticultural activities.

Attending and resolving guest complaints.

Verification of supplies consignments.

Organize on-the job training and evaluate its effectiveness.

Approval of the Functional Manual of the department.


Assistant Housekeeper

Duties and responsibilities

Be responsible for the efficient and orderly management of

cleaning, servicing and repairing of guestrooms.

Be responsible for the hotel linen and check its movements

and its distribution to room attendants.

Keep an inventory of all housekeeping supplies and check

it regularly.

Assist the room attendants in their work.

Provide the front office with a list of rooms ready for

allotment to guests.

Organize the flower arrangements.

Arrange the training of staff and substitute for

the executive housekeeper in case of his/her absence.

Update record books, registers and files.

Compile the maids’ roster.

Floor Supervisor

Reports to: Executive Housekeeper / Asst. Executive housekeeper

Position Summary:

Floor Supervisor will be responsible for maintain guest rooms,

working areas, and the hotel premises in general in a clean and

orderly manner. Also coordinating daily housekeeping operations

and maintaining the housekeeping operating standards.


Some duties and responsibilities:

Supervise Room Attendants

Organises and facilitates the room making process.

Daily allocation of rooms and deep cleaning tasks to

team members.

Responsible for the cleanliness of guest rooms,

corridors and heart of the house area of the floor.

Checks the occupied and departure rooms, giving special

attention to guest needs.

Ensures that the entire operation is performed as per

the laid down standards.

Room Attendant

Reports: House Keeping Supervisor

Position summary:

Performs routine duties in cleaning and servicing of guest rooms

and baths under supervision of housekeeping supervisor. Room

attendant promotes a positive image of the property to guests and

must be pleasant, honest, and friendly and should also able to

address guest requests and problems.

Some duties

Enters and prepares the room for cleaning.

Replenishes guestroom and bath supplies.


Vacuums and racks the carpet.

Replenish amenities according to the operational standards.

Perform rotation cleaning duties (e.g. steam clean carpets,

spring cleaning, super cleaning etc.) as required

Cleans guest bathroom/bed room/floor corridor.

Responsible for the Hotel property in the work area.

Attends to guest calls, guest requests /guest complaints in

the area assigned to him.

Housemen

Duties

Hotel housemen provide janitorial and maintenance support to

hotels and other such facilities by ensuring that the premises

are clean and tidy at all times. They prepare rooms for guests

and ensure that auditoriums and meeting rooms are well equipped

and neat.

These professionals are also responsible for cleaning lobbies

and bathrooms along with stocking guest rooms with necessary

items like soaps, tissues and towels. There are some

considerations that need to be kept in mind when applying for

this position. Housemen usually need to work over the holidays

therefore they require a flexible schedule.

Job tittle: Desk Supervisor

Some duties:


Administer all payments from guests either at

registrations or check out and maintain records of all

receipts and manage currency exchange for guests as per

requirement.

Manage all members of facility, evaluate membership cards

and answer to all inquiries, maintain departmental budget

on monthly and daily basis.

Maintain knowledge and operate all equipment and

coordinate and analyse all guests requirement and ensure

completion of same to maintain optimal level of

satisfaction with services.

Ensure cleanliness in front desk and lobby area at all

times, monitor all phone calls and ensure answer within

three rings from agents.

Monitor inventory of front desk supplies and ensure

adequate replenishment for undisturbed services to guests.

Administer and monitor all staff performance.

Prepare communication log for guests and answer to all

requests efficiently and within timeframe.

Manage and process all guest mail, coordinate with staff

to ensure prompt services to guests.

Runner

Job Title: Housekeeping Runner

Receives guest request, and prepares and dispatches them by

performing the following duties.

Deliver linen and supplies to cabins via golf cart.


Deliver dirty linen to laundry via golf cart.

Maintain supply closets.

Supply units with necessary inventory at request of guest or

inspector.

Pick up trash outside guest units.

Assist in cleaning or performance of daily housekeeping

department services as needed.

Public Area Supervisor

As a Public Area Supervisor you are responsible for all public

areas, including lobby, restaurants, lounges, executive offices,

pool area, public washrooms, garden areas, corridors, pathway,

banquets, perimeter of hotel, heart of the house corridors, locker

rooms, staircases etc. and your role will include key

responsibilities such as:

•Inform Superiors about any damage or theft, loss to hotel

property

•Supervise daily the cleaning of hotel public areas

•Supervise and coordinate pest control, flowers, plants and

periodical cleaning operations in the area of responsibility

•Clean public areas in emergency situations

Position tittle: Public area attendant

Reports: House Keeping Supervisor


Some duties:

Cleans rooms, hallways and restrooms.

Cleans and maintains restaurants and banquet halls.

Sweeps carpets.

Empties ashtrays and urns.

Polishes furniture and fixtures.

Vacuums and polishes elevators.

Keeps the front of the hotel free from trash.

Cleans rugs, carpets and upholstered furniture using a vacuum

cleaner, broom and shampoo machine.

Responsible for maintaining a time schedule for cleaning of

their areas.

Authorised to enter into offices for maintenance or other

activities like pest control, shampooing of carpet etc.

Cloak room attendant

Job description:

Cloakroom Attendants: Cloakroom Attendants are boy or sometimes

girl who clean and maintain in public area guest toilets. Their

responsibility is the supply of clean and dry towels. Like: Bath

Towels, Hand Towels, Face Towels, etc.

Linen and uniform room supervisorAs a Linen Room Supervisor you are responsible to supervise the team of Linen Room Attendants


Receive records and sort out clean uniform from laundry andarrange them properly on the shelves and racks

Issue linen to Food & Beverage outlets as per requisitions Issue uniform to all employees and maintain uniform records Check all uniform for any loose buttons and hems and give to

the tailor for mending Ensure a clean and tidy linen room at all times and report if

any items have been damaged (linen as well as uniforms) Ensure that linen and uniforms are properly stored and

recorded Report to Superiors in case any uniforms need to be discarded

or replenished Ensure that the proper procedure is followed when linen or

uniform needs to be discarded Ensure that all uniforms are ready for special events as well

as for any seasonal events

Linen Room attendantsReports: Linen room SupervisorAs a Linen Room Attendant you are responsible for daily assignedduties within the linen room as instructed by Supervisors whileadhering to hotel policies and procedures and your role willinclude key responsibilities such as:

Places linen and uniforms in containers for transport to

laundry.

Sort's items and counts and records number of items soiled.

Sends torn articles to the seamstress for repair.

Stores laundered linen and uniforms on shelves after

verifying numbers and types of articles.

Issues linen and uniforms, which are both to be exchanges on

a clean-for-soiled basis only.

Check periodically the condition of hotel linen and uniform.


5 Star hotel housekeeping department

Records and payroll clerk

This payroll clerk sample job description can assist in your

creating a job application that will attract job candidates who

are qualified for the job. Feel free to revise this job

description to meet your specific job duties and job requirements.

Payroll Clerk Job Duties:

Maintains payroll information by collecting,calculating, and entering data.

Updates payroll records by entering changes inexemptions, insurance coverage, savings deductions, andjob title and department/division transfers.

Prepares reports by compiling summaries of earnings,taxes, deductions, leave, disability, and nontaxablewages.

Resolves payroll discrepancies by collecting andanalyzing information.

Tailor

Reports: Housekeeping supervisor

Duties

Stitches new uniforms, items of linen and upholstery as per

hotel specifications.

Ensures that all linen and uniforms are repaired before

issuing them to staffs.

Measure, make or alter uniforms for new employees


Inform the linen room supervisor for replenishing sewing

supplies.

Organize and take inventory of all fabric materials.

Assume duties and tasks assigned by Superiors.

Assumes responsibilities of linen/uniform room attendant

whenever required.

Keep a detailed record of the daily work.

Keep the tailoring area clean and tidy.

Shares his knowledge and skill with all departmental

employees.

Training Supervisor

Your main responsibilities include maintaining a high standardof cleanliness through staff training and development andcustomer liaison.

Key Accountabilities:

• Monitoring and supporting the housekeeping staff indelivering a high quality cleaning standard consistently;

• Taking an active/hands on approach with the daily cleaningtasks;

• Completing a final check of all guest accommodation on achangeover day to ensure minimum standards have been met andguests are able to move in;

• Ensuring that cleaning stock is kept at the right levelthrough periodic ordering;

• Monitoring, training and reviewing of all housekeeping staff;

Night cleaning supervisor


Is special in a manner that would require him or her to be able tohandle any aspect of housekeeping at night including desk controloperations, issue of linen and uniform in an emergency, etc. Herarea of activity includes guest rooms, public areas, linen anduniform rooms.

Laundry SupervisorA laundry supervisor is often an entry level position for someonewith managerial experience. As a supervisor, one of the mostimportant duties he or she handles is overseeing the actions andperformance of other employees. The exact tasks that suchemployees handle can vary, though it usually involves receivingand washing dirty linens, folding cleaned items, and distributinglinens and towels as needed. A laundry supervisor typicallyensures that employees are performing these tasks in a proper andtimely way.

Laundry attendantsLaundry attendant are responsible for collecting and washing theused and dirty linens from guest, rooms and other parts of thehotels. Moreover the purpose of laundry attendant staff is tocoordinate the work done by the other staff of the laundrydepartment in the areas of dry cleaning and production. He alsohas to supervise other laundry associates for the work done bythem.

Housekeeper room managerSupervise work activities of cleaning personnel to ensure clean,orderly, and attractive rooms in hotels. Assign duties, inspectwork, and investigate complaints regarding housekeeping serviceand equipment and take corrective action. May purchasehousekeeping supplies and equipment, take periodic inventories,screen applicants, train new employees, and recommend dismissals.Example:

Obtains list of rooms to be cleaned immediately and listof prospective check-outs or discharges to prepare work assignments.

Coordinates work activities among departments.


Head house personYour primary role is to supervise, train and work alongside yourstaff to ensure all hotel rooms are sparklingly clean and in tip-top condition. But your expert knowledge will also be in demand with otherdepartments. For instance, you'll be expected to liaise with thegeneral manager and heads of department, attending regularmeetings. And if the hotel is undergoing renovations, you couldalso find yourself consulting with architects, interior designersand other specialists.Key responsibilities:

Dealing with suppliers of linen, cleaning materials and guestsupplies, such as soap, shampoo, etc.

Controlling supply costs, as well as laundry, maintenance andwages

Staff rotas

HousepersonReports to: Head house personPerforms any combination of the following tasks to maintain guest rooms, working areas, and the hotel premises in general in a cleanand orderly manner.Some Duties and responsibilities:

Cleans rugs, carpets and upholstered furniture using a vacuum

cleaner, broom and carpet shampoo machine.

Cleans rooms, hallways and restrooms.

Washes walls and ceiling, moves furniture’s and turn

mattress.

Sweeps, mops, scrubs, waxes and polishes floor.

Collects soiled linen for laundering.


Take up any tasks assigned by the supervisors as and when

needed.

Housekeeper public space manager

Job Summary The Housekeeping Manager is responsible for planning,

organizing, and developing of the overall operation of the

housekeeping department in accordance with federal, state, and

local standards and guidelines along with assuring the highest

degree of quality guest care is maintained at all times.

Responsible for staffing, scheduling, training and developing

hourly staff.

Tasks and Responsibilities: • Manage the daily activities of the

Housekeeping department to include appropriate cleaning of all

offices, concourses, seating areas, washrooms, restaurants,

concession stands, suites, and all public spaces.

• Planning, organizing and directing team members to ensure the

highest degree of guest satisfaction.

• Daily supervision of the housekeeping staff, including the day,

event and post-event crews.

• Daily supervision of the grounds keeping staff, including the

day, event and post-event crews.


Desk Control Supervisor

The Housekeeping Control Desk used in hotel is the central hub ofthe housekeeping department. This is the area in the departmentwhere all information is received and from where messages areconveyed to housekeeping and other staff present in various partsof the hotel.

Role of housekeeping control desk:

The role of the housekeeping control desk is to facilitatecommunication to various parts of hotel. This role can beexercised in many forms which are as follows;

The control desks receive messages from in house guests overthe telephone apart from maintaining the intra and interdepartmental channels of communication. Hotel roomdirectories provide the control desk extension number to theguests which they can use if they require housekeepingservices.

Organization Chart 3 star hotel

Head houseperson

Records andpayroll clerk

Roomattendants

Houseperson Laundryattendant


Organization chart 4 star Hotel

ExecutiveHousekeeper


Chart 5 star Hotel

AssisntantExecutiveHousekeeper

FloorSupervisor

RoomAttendants

Housemen

DeskSupervisor

Runner

Public áreasupervisor

Public áreaattendants

Cloak roomattedant

Linen anduniform roomsupervisor

Linen roomattendants

Interamerican University of Panama Tourism and Hospitality Faculty UIP-GLION Hospitality and Gastronomy School Organizational Structure of a Housekeeping Department

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