revised planning and_organising in housekeeping

PLANNING AND PLANNING AND ORGANISING ORGANISING THE HOUSEKEEPING THE HOUSEKEEPING

DEPARTMENTDEPARTMENTDESINGED BY

Sunil KumarResearch Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,MAHARSHI DAYANAND UNIVERSITY, ROHTAKHaryana- 124001 INDIA Ph. No. 09996000499email:  [email protected] , [email protected]  linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com 

ORGANIZATIONAL STRUCTURE

Organization is the process of identifying and grouping the work to performed

A organization chart is a schematic representation of the relationship between position within the establishment, which shows where each position fits

Different organization chart

Small Hotel Medium Hotel Large hotel

SMALL HOTEL

HOUSEKEEPER

LINEN ROOM ATTENDANT HEAD ROOM ATTENDANTHEAD HOUSEPERSON

PUBLIC AREA

HOUSEKEEPING SUPERVISOR

HELPERS ROOM ATTENDANT

HOUSEPERSON

HOUSEPERSON

MEDIUM HOTEL

EXECUTIVE HOUSEKEEPER

ASSISTANT HOUSEKEEPER

FLOOR SUPERVISOR PUBLIC AREA SUPERVISOR

LINEN ROOM SUPERVISOR

DESK CONTROLSUPERVISOR

ROOM ATTENDANT

HOUSEPERSON

CLOAK ROOMATTENDANT

HOUSEPERSONS

LINEN & UNIFORSUPERVISOR

TAILORS

LARGE HOTEL

EX. HOUSEKEEPER

LINEN/UNIFORM

SUPERVISOR

DESK CONTROL

SUPERVISOR

FLOOR SUPERVISOR

NIGHTSUPERVISOR

ASST. HOUSEKEEPER

PUBLIC AREASUPERVISOR

HORTICULTURIST LAUNDRY MANAGER

TAILOR

UPHOLSTERERS

ATTENDANTS

STOREKEEPERS

VALET/RUNNER

ROOMATTENDANTS

HOUSEPERSONS

NIGHT ROOM ATTENDANTS

HEAD HOUSEPERSON

CLOAK ROOM

ATTENDANT

HOUSEPERSONS

HEAD GARDENER

FLORIST

ASSTFLORIST

GARDENERS

LAUNDRY SUPERVISOR

PRESSMEN &WASHER

HK PERSONNELHK PERSONNEL Executive housekeeperExecutive housekeeper Deputy housekeeperDeputy housekeeper Assistant housekeeperAssistant housekeeper Floor supervisorFloor supervisor Public area supervisorPublic area supervisor Night supervisorNight supervisor Linen room supervisorLinen room supervisor Uniform room supervisorUniform room supervisor Linen room attendantLinen room attendant StorekeeperStorekeeper Control Desk supervisorControl Desk supervisor Room attendantRoom attendant Head house personsHead house persons

HK PersonnelHK Personnel House portersHouse porters Tailor , Seamstress & UpholsterersTailor , Seamstress & Upholsterers Cloak room attendantCloak room attendant HorticulturistHorticulturist Head gardenerHead gardener GardenerGardener FloristFlorist Laundry ManagerLaundry Manager Laundry supervisorLaundry supervisor Dry – cleanerDry – cleaner WasherWasher Laundry workersLaundry workers PressmenPressmen Valet / runnerValet / runner

EXECUTIVE HOEUSEKEEPER EXECUTIVE HOEUSEKEEPER

Reports to General Reports to General Manager or the Resident Manager or the Resident Manager or the Room Manager or the Room Division ManagerDivision Manager

Organize, Supervise, and Organize, Supervise, and Coordinate the work of Coordinate the work of housekeeping personnel housekeeping personnel on day- to day basison day- to day basis

Ensure the excellence in Ensure the excellence in housekeeping sanitation, housekeeping sanitation, safety, comfort , and safety, comfort , and asthetics for the hotelasthetics for the hotel

Arpita Srivastava Arpita Srivastava -Student of IIHM, 1998 Batch -Student of IIHM, 1998 Batch presently the Executive Housekeeper of Holiday presently the Executive Housekeeper of Holiday

Inn, Edinburgh, UK. Inn, Edinburgh, UK.   

Work on duty Work on duty Roster and Roster and supervise the supervise the discipline and discipline and conduct of her conduct of her staffstaff

Keep proper Keep proper communication communication within the within the department department through through meetingsmeetings

Hire new Hire new employees, warn employees, warn the employees the employees when necessarywhen necessary

Counsel the Counsel the employeesemployees

Motivate her Motivate her staffstaff

Maintain and established Maintain and established the hotel standard the hotel standard

New procedure and New procedure and techniques are techniques are implementedimplemented

Maintain an inventory for Maintain an inventory for all thingsall things

Maintenance are organizedMaintenance are organized Deal with lost propertyDeal with lost property Provision of proper Provision of proper

uniformuniform Offer suggestion to HRD Offer suggestion to HRD

concerning selection, concerning selection, recruitment, replacement, recruitment, replacement, duty alteration and so onduty alteration and so on

Organize and Supervise Organize and Supervise on the job, and off the on the job, and off the job trainingjob training

Relationship between Relationship between maintenance and maintenance and housekeepinghousekeeping

Check the reports file Check the reports file and the registered and the registered maintainedmaintained

Responsible for Responsible for redecoration and redecoration and refurbishing of rooms , refurbishing of rooms , lobbies, and so onlobbies, and so on

Make the budget and Make the budget and control itcontrol it

ASSISTANT HOUSEKEEPERASSISTANT HOUSEKEEPER Responsible for the efficient and orderly Responsible for the efficient and orderly

management of cleaning, servicing and management of cleaning, servicing and repairingrepairing

Responsible for hotel linen and check its Responsible for hotel linen and check its movements and its distribution to attendantmovements and its distribution to attendant

Keep an inventory of all housekeeping Keep an inventory of all housekeeping supplies supplies

Assist the room attendant in their workAssist the room attendant in their work Provide front office with list of ready roomsProvide front office with list of ready rooms

Arrange the flower arrangementArrange the flower arrangement Arrange the training of staff in Arrange the training of staff in

absence of Executive absence of Executive housekeeperhousekeeper

Update records books, files and Update records books, files and registerregister

Check the VIP and OOO roomsCheck the VIP and OOO rooms

Tailor Tailor

All sewing and mending work of linen All sewing and mending work of linen and uniform is done by himand uniform is done by him

Room AttendantRoom Attendant

Servicing of guest rooms ( 10 to 14)Servicing of guest rooms ( 10 to 14) Cleaning of corridorsCleaning of corridors Exchanging linenExchanging linen Attending guest request and Attending guest request and

complaintscomplaints Reporting to floor supervisorReporting to floor supervisor

Horticulturist Horticulturist

Supervising Supervising Guest request/ flower shopGuest request/ flower shop Flower budgetingFlower budgeting Training & RecruitmentTraining & Recruitment

Horticulturist Horticulturist

Landscaping Landscaping Flower room inchargeFlower room incharge Public area flower arrangementPublic area flower arrangement Taking care of potted plantsTaking care of potted plants Flower room requisition for Flower room requisition for

equipments and materialsequipments and materials Providing flower to restaurant and Providing flower to restaurant and

banquetsbanquets

Spotters / PresserSpotters / Presser

Stain removal - spotterStain removal - spotter

Ironing job - PresserIroning job - Presser

Valet Valet

Collecting guest laundryCollecting guest laundry Delivering guest laundryDelivering guest laundry Attending to guest requestAttending to guest request

Laundry managerLaundry manager

Incharge of entire laundryIncharge of entire laundry Co-ordinate & control linen roomCo-ordinate & control linen room Should have proper knowledge of Should have proper knowledge of

machines & chemicals & their usagemachines & chemicals & their usage

Uniform Room AttendantUniform Room Attendant

To assist the supervisorTo assist the supervisor Issuing of linen & uniformsIssuing of linen & uniforms Receiving of linen & uniformsReceiving of linen & uniforms Checking of linen and uniformsChecking of linen and uniforms Gives linen to tailor for repairingGives linen to tailor for repairing All physical work is done by himAll physical work is done by him

Dry cleaning SupervisorDry cleaning Supervisor

Incharge of Dry cleaningIncharge of Dry cleaning Through knowledge of fabric, Through knowledge of fabric,

machine & chemicalsmachine & chemicals Knowledge about pressing & various Knowledge about pressing & various

Pressing machinesPressing machines

Link between management & staffLink between management & staff Checking of groomingChecking of grooming Briefing & Debriefing of linen maidsBriefing & Debriefing of linen maids Discarding linenDiscarding linen

Linen Room SupervisorLinen Room Supervisor

Operation of linen roomOperation of linen room Maintaining cleanliness standard of Maintaining cleanliness standard of

linen Roomlinen Room Co-ordination with the laundry for an Co-ordination with the laundry for an

efficient servicesefficient services Incharge of linen ExchangeIncharge of linen Exchange Inventory control of linenInventory control of linen Maintaining & updating the registers of Maintaining & updating the registers of

linen roomlinen room

Handle night StoreHandle night Store Handle keysHandle keys Incharge of Extra cleaningIncharge of Extra cleaning Briefing of housemenBriefing of housemen Checking groomingChecking grooming

Night SupervisorNight Supervisor

Supervising all duties during night shiftSupervising all duties during night shift Handle Guest Request & complaintsHandle Guest Request & complaints Co-ordinates with all other departmentsCo-ordinates with all other departments Clears late departures & early morning Clears late departures & early morning

departuredeparture Supervises Pest control at NightSupervises Pest control at Night Prepares night cleaning schedulePrepares night cleaning schedule Providing evening services for late check inProviding evening services for late check in

Evening SupervisorEvening Supervisor

Checking of Departure roomsChecking of Departure rooms Checking of Public AreasChecking of Public Areas Checking of log entriesChecking of log entries Ensuring Night service doneEnsuring Night service done Handing over to night supervisorHanding over to night supervisor

Desk Control SupervisorDesk Control Supervisor

Taking guest callsTaking guest calls Transferring Guest Request to the staff to Transferring Guest Request to the staff to

get it doneget it done Compilation of Room status ReportCompilation of Room status Report Co-ordination with front DeskCo-ordination with front Desk Co-ordination with maintenance for Job orderCo-ordination with maintenance for Job order Maintaining RegisterMaintaining Register Handling lost & foundHandling lost & found Handling KeysHandling Keys Updating SchedulesUpdating Schedules

Cont. Floor supervisorCont. Floor supervisor

Preparing Room Status ReportPreparing Room Status Report Checking GroomingChecking Grooming Briefing of room attendantsBriefing of room attendants Floor Pantry OperationsFloor Pantry Operations Floor stock takingFloor stock taking Floor store managementFloor store management Laundry Management of FloorLaundry Management of Floor

Floor SupervisorFloor Supervisor

Inspection of Guest roomInspection of Guest room Releasing Room to Front OfficeReleasing Room to Front Office Job Order- preparationJob Order- preparation Issuing pass keysIssuing pass keys Guest Request & ComplaintsGuest Request & Complaints Lost & FoundLost & Found Complimentary itemsComplimentary items Courtesy callsCourtesy calls

Public Area SupervisorPublic Area Supervisor Preparation of Job orderPreparation of Job order Supervision of the Public AreaSupervision of the Public Area Checking of GroomingChecking of Grooming Briefing & DebriefingBriefing & Debriefing Employee DisputesEmployee Disputes Guest requestGuest request Extra Cleaning Schedules- spring clgExtra Cleaning Schedules- spring clg Pest controlPest control Flower arrangementFlower arrangement Weekly store RequisitionWeekly store Requisition Collection of weekly storesCollection of weekly stores

LAYOUT OF A HK DEPARTMENTLAYOUT OF A HK DEPARTMENTFLORIST’S ROOM

HOUSEKEEPING SUPPLY STORE D

ES

K

CO

NT

RO

L R

OO

M

LOST & FOUND ROOM

SECRETARY’SROOM

EXECUTIVE HK’S ROOM

SEWING ROOM

LINEN STOREROOM

LINEN & UNIFORM ROOMWITH EMPLOYEE EXCHANGECOUNTER

LAUNDRY

HORTICULTURE EQUIPMENT ROOM

HEAVY EQUIPMENT STORE

VARIOUS SECTION OF HK VARIOUS SECTION OF HK DEPARTMENTDEPARTMENT

Executive Housekeeper’s cabinExecutive Housekeeper’s cabin Secretary’s cabinSecretary’s cabin Desk control roomDesk control room Lost –and – found sectionLost –and – found section Housekeeping storesHousekeeping stores Heavy equipment storeHeavy equipment store Horticulture equipment roomHorticulture equipment room Florist’s roomFlorist’s room

SectionsSections

Linen and Uniform roomLinen and Uniform room Linen storeLinen store Sewing roomSewing room Floor pantry / Maid’s service Floor pantry / Maid’s service

roomroom

Executive Housekeepers’s cabinExecutive Housekeepers’s cabin

Ex. Housekeeper should Ex. Housekeeper should have independent have independent cabincabin

It is the administrative It is the administrative centre of the centre of the departmentdepartment

A glass panelled office A glass panelled office with blinds to provide with blinds to provide privacy when meetings privacy when meetings are heldare held

The cabin should have The cabin should have one entry cum exist so one entry cum exist so that it is under the that it is under the control of secretarycontrol of secretary

The room should have The room should have cupboards with lockscupboards with locks

Secretary’s cabinSecretary’s cabin

A smaller cabin A smaller cabin should be should be providedprovided

To control the To control the movement into movement into the the housekeepers housekeepers cabincabin

Storage area is Storage area is essential in the essential in the secretary’s roomsecretary’s room

Desk Control RoomDesk Control Room This is the This is the

communication hub communication hub of the housekeeping of the housekeeping departmentdepartment

It is 24 hours It is 24 hours workingworking

It should be adjoin It should be adjoin to Ex housekeeper to Ex housekeeper cabincabin

All staff report and All staff report and end their shift in this end their shift in this pointpoint

It has a large notice It has a large notice board to pin up the board to pin up the information for staffinformation for staff

More than one More than one telephone is presenttelephone is present

Storage shelves for Storage shelves for register and filesregister and files

Lost & Found sectionLost & Found section

This area is set aside This area is set aside in the desk control in the desk control roomroom

Away from high traffic Away from high traffic areasareas

A cupboard with good A cupboard with good locking should be locking should be provided for storing provided for storing the lost & found the lost & found articlesarticles

Housekeeping StoreHousekeeping Store

This room store items This room store items such as cleaning such as cleaning supplies, guest supplies, guest supplies, and so onsupplies, and so on

They are issued on They are issued on daily basisdaily basis

They should be They should be cleaned , dry, and cleaned , dry, and securely lockedsecurely locked

Heavy EquipmHeavy Equipmentent StoreStore

This is a room to store This is a room to store bulky equipment and bulky equipment and item such as vacuum item such as vacuum cleaner, carpet shampoo cleaner, carpet shampoo machines, ladder, roll- machines, ladder, roll- way beds and way beds and mattressesmattresses

It should be a clean, dry It should be a clean, dry and cool room that can and cool room that can be locked when not in be locked when not in useuse

Horticulture equipment RoomHorticulture equipment Room

This room is used for the This room is used for the storage of gardening storage of gardening implements such as implements such as rakes, spades, lawn rakes, spades, lawn mowers, pot , pails, mowers, pot , pails, water hoses and seedswater hoses and seeds

It should be near to the It should be near to the garden area and should garden area and should have its doors kept have its doors kept locked locked

The size of the room The size of the room depends on the depends on the landscape area landscape area

Florist’s roomFlorist’s room This should be air- This should be air-

conditioned room to conditioned room to keep flowers fresh keep flowers fresh for the flower for the flower arrangement arrangement required by the hotelrequired by the hotel

It should have a It should have a work table , work table , counters, sink, counters, sink, adequate water adequate water supply, and supply, and cupboard to store cupboard to store equipment, equipment, container, wire container, wire cables and other cables and other accessoriesaccessories

Linen & Uniform roomLinen & Uniform room This is the room where This is the room where

the linen in circulation the linen in circulation is stored for issue when is stored for issue when received from the received from the laundrylaundry

The room also stocks The room also stocks the uniforms the uniforms

It should be situated It should be situated next to the laundrynext to the laundry

The room should be The room should be large, secure, airy, and large, secure, airy, and free from humidityfree from humidity

There should be There should be adequate shelves & adequate shelves & racks to stock the linen racks to stock the linen and hanging facilities and hanging facilities for uniformfor uniform

Linen StoreLinen Store This room stores This room stores stocks of new linen stocks of new linen and uniforms,and uniforms,

It also stocks fabric It also stocks fabric and materials for and materials for soft furnishing, soft furnishing, linen, uniform to linen, uniform to stitchedstitched

The stock should be The stock should be enough to replenish enough to replenish the entire hotelthe entire hotel

The room should be The room should be cool, well ventilated cool, well ventilated and free fromand free from dampnessdampness

Sewing RoomSewing Room

This room is used for This room is used for new repair work on new repair work on linen, uniform and soft linen, uniform and soft furnishingfurnishing

It should be large It should be large enough to accommodate enough to accommodate sewing machine, and sewing machine, and ironing table and space ironing table and space for items to be repairedfor items to be repaired

Floor Pantry/ Maid’s service roomFloor Pantry/ Maid’s service room

Though not attached to the department Though not attached to the department physically, but part of housekeeping departmentphysically, but part of housekeeping department

These are located on each guest floor to keep a These are located on each guest floor to keep a stock of linen, guest supplies, and maid’s cart stock of linen, guest supplies, and maid’s cart and cleaning supplies for the particular floorand cleaning supplies for the particular floor

The floor pantry should be away from guest view The floor pantry should be away from guest view but near the service elevatorbut near the service elevator

It has shelves and cupboards to storeIt has shelves and cupboards to store

DustbinRacks for storing & cleaning agents

Notice board

on the wall

First aid

Maid’s cart Racks for storing

Cleaning equipm

ent

Racks for storing

Cleaning equipment

Source of drinking water

Wash

basin

Linen chute

Intercom

Fire

extinguisher

LAYOUT OF A FLOOR PANTRY

INTER- DEPARTMENTAL RELATIONSHIPINTER- DEPARTMENTAL RELATIONSHIP

SALES &MARKETING

PERSONNEL

PURCHASE

STORES

FOOD &BEVERAGE

SECURITY

MAINTENANCE

FRONT-OFFICE

HOUSE-KEEPING

SALES &MARKETING

PERSONNEL

PURCHASE

STORES

FOOD &BEVERAGE

SECURITY

MAINTENANCE

FRONT-OFFICE

HOUSE-KEEPING

COORDINATION WITH FRONT OFFICE

Exchange of information through Room status report Expected Arrival & Departure list Occupancy report Discrepancy report VIP Amenities voucher Room change slip

Uniform issue Special cleaning schedule Room under maintenance Amenities voucher Group rooming list VIP in the house Groups & Crews in the house Flowers

COORDINATION WITH MAINTENANCE DEPARTMENT

It is responsible for engineering facilities which contribute comfort to the guest

Various heads under maintenance work are

Electrical work Boiler work Mechanical work Plumbing work

Civil work Carpentry work Routine maintenance Preventive maintenance Inspection Minor correction Initiation of work order Scheduled maintenance

COORDINATON WITH SECURITY

Mainly concerned with the • Prevention of fire• Prevention of thefts• Safe keeping of keys• Lost property• Aware of hazards• Guest privacy• Training session for handling emergency

situation

COORDINATION WITH FOOD & BEVERAGE DEPT.

It consist of both Service staff and Kitchen staff Hk with restaurant and banquet halls mainly

concerned with Linen & Uniforms Forthcoming banquet function is conveyed to HK Room service HK looks after the Pest control in Restaurant,

Kitchens and store Special cleaning Staff meals for HK personnel

COORDINATION WITH STORES

Availability of day to day necessities of housekeeping

Stocks linen and supplies Communication through Store Requisition

Form

COORDINATION WITH PERSONNEL DEPT.

Recruitment of housekeeping staff Managing their salaries and wages Addressing indiscipline Issuing identity card Running induction programmes Maintaining locker facilities Completing income tax formalities

Effecting transfer, Promotion, Appraisals, and exit formalities

Procuring trainees Organizing training sessions

COORDINATION WITH PURCHASE DEPT.

Procures out of stock items for Housekeeping such as Guest Supplies & Amenities Stationery Linen Cleaning Materials and EquipmentHK should convey their requirements through

advance notice through purchase requisition

COORDINATION WITH SALES &MARKETING

Occupancy forecast Future budgeting Repeat business Uniforms Vice –versa relation with both if the sales person brings the guest and HK does

not execute its function with excellence guest will not turn up

and if the rooms are well kept, if the sales do not work than in both case occupancy falls.

DESINGED BY

Sunil KumarResearch Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,MAHARSHI DAYANAND UNIVERSITY, ROHTAKHaryana- 124001 INDIA Ph. No. 09996000499email:  [email protected] , [email protected]  linkedin:- in.linkedin.com/in/ihmsunilkumarfacebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com