Professional Documents
Culture Documents
Layout of the
Housekeeping
Department
Prepare
blueprint
Prepare
interior
design
Set specification
Furniture
Fixtures
Equipment
Utilities
Building materials
Survey
suppliers
Enter into
contracts
Executive
Housekeeper
Secretary
HK. Control
Desk
Supervisor
Linen/Uniform
Room
Supervisor
Tailors
Floor
Supervisor
Room
Attendant
Upholsterers
Linen/Uniform
Room
Attendants
Laundry
Manager
Assistant
Housekeepers
Public Area
Supervisor
Horticulturist/
Florist
Head
Housemen
Head
Gardener
Cloakroom
Attendants
Housemen
Housemen
Gardeners
HK Control Desk
Attendant
Linen/Unifor
m Room
Supervisor
Outsourced
Tailors &
Upholsterers
Helper
Housekeeper
Outsourced
Laundry
Floor
Supervisor
Head
Gardener
Room
Attendant
Gardener
Housemen
PA Head
Housemen
PA
Housemen
Executive Housekeeper
1. Accommodations Manager
2. General Manager
Job Summary
Responsible for the cleanliness,
maintenance and aesthetic upkeep
of the hotel.
Duties & Responsibilities
1. Develop and monitor an annual
housekeeping budget.
2. Hire, train, lead and motivate
the HK team.
Job Title:
Executive Housekeeper
Directly Supervises
Assistant Housekeepers, Laundry
manager, Horticulturist, Florist
Limits of Authority
1. Evaluates performance of staff
2. Checks discipline of staff
3. Recommends budget
Coordinates with
1. Front Office for the cleanliness
of the rooms and making them
available for
sale.
2. Accounts
3. Engineering
4. Security
5. Purchasing
6. Accommodations Directors
Minimum Educational
Bachelors in Hotel Management or
Home Science
Qualifications Experience
Minimum 3years as Assistant
Housekeeper of a reputed hotel.
Skills and Competencies
- Thorough knowledge of
housekeeping
- Training skills
- Guest handling skill
Assistant Housekeeper
She is the deputy to the Executive Housekeeper. This is a management
position that is preparing ground for the position of the Executive
Housekeepers.
Job Title:
Reports to:
Assistant Housekeeper
1. Executive Housekeeper
2. Accommodations Manager
Job Summary
To ensure that the policies,
systems, procedures and
standards are
understood and
implemented by housekeeping
supervisor at the operational
levels in
a shift.
Duties& Responsibilities
1. Conduct morning shift briefings
and allot duties for the day.
2. Lead, train and motivate a
housekeeping team in a shift.
Directly Supervises
Floor Supervisors, Public Area
Supervisor, Desk Control
Supervisor,
Linen and Uniform
Supervisor.
* Well groomed and physically fit
* Eye for detail
Job Title:
Assistant Housekeeper
Limits of Authority
1. Evaluates performance of
supervisory staff.
2. Checks discipline of staff
3. Can declare a room out of order
4. Can refuse purchases if not as
per specs
Coordinates with
1. Front Office
2. Engineering
3. Security
4. Purchasing
Minimum Educational
Bachelor in Hotel Management or
Home Science
Qualification
Minimum 3years as Assistant
Housekeeper of a reputed hotel.
Skill & Competencies
* Knowledge of housekeeping
* Guest handling skills
* Leaderships, training &
motivation skills
Floor Supervisor
This position should be held by a competent, personable individual who
knows her employees well and is able to meet the public.
Night Supervisor
The night supervisor is the representative of the housekeeping
department at night.
Public Are Supervisor
She is the most challenged in a hotel because her responsibility expands
over large public areas including areas, lobbies, function rooms, public
cloak room, corridors, foyers, elevator, etc.
Linen/Uniform Room Supervisor
Her basic role is to issue uniforms and linen to staff according to
prescribed system and procedures.
Room Attendant
This position is perhaps one of the most critical in a hotel as their work
under the scrutiny of the guest.
Housemen
The housemen has two roles: (a) to support the room attendants with heavy
work and (b) to be the primary cleaner of the public areas.
Head Gardener
He is the supervisor that translate the horticulturists directives and
procedures to the operational level which is manned by gardeners.
2.4 COMPETENCIES OF A HOUSEKEPING PROFESSIONAL
Competencies
Competencies are a set of behavioral traits and technical abilities that
suitable for the job. The housekeeping professional is obliged to develop
certain attitudes that are a must for the role. These attitudes translate into
behaviours called competencies.
Smile!
Many of us may have forgotten how we look when we smile. Many have
even forgotten to smile!
Grooming and Hygiene
Grooming is one of the most important features of housekeeping
professionals.
The basic etiquettes that a housekeeping member should exhibit are to:
1. Smile and attend to guest as soon as they approach them.
2. Recognize guest. Recognitions is a powerful tool to use for regular
guest.
3. Be polite to guest by frequently using such as Thank you, Please,
May I help you?, Pardon me, etc.
4. Avoid mannerisms such as touching the hair, scratching oneself or
picking the nose, etc.
5. Stand erect at all times.
6. Talk shortly.
7. Desist from chewing gum or beetle nut.
8. Shut the doors quietly.
Orderliness
Guest evaluate a property by how orderly the hotel personnel are. They
observe whether the maid cats are kept clean and in an orderly fashion.
Teamwork
Teams have a become the cornerstones of service operations. A poor team
performance can severely damage the establishments reputation, while
superior team performance directly enhances it.
What is a team? A team is small interdependent group of people with
complementary skills who are committed to a common purpose,
performance goals and approach for which they hold themselves mutually
accountable.
Why should we have teams? Teams can meet significant performance
challenges. They have a common purpose and are able to assist when a team
member is slow.
Who is the team in a housekeeping operation? The direct teams are the
floor supervisors with their coterie of room attendants and housemen; the
public area supervisor with her team of housemen.
What is team leaders role? The team leaders role is to build commitment
to be common purpose.
Attitude
Attitude is a buzzword in modern operations. We wear an attitude. In other
words, attitudes is something that we own and are responsible for.
Self Discipline
Discipline is the hallmark of a good housekeeping professional. This is
because the temptations a hotel are many.
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
Unavoidable circumstances
Adventurism
System of control
Ignorance of rules
To attract attention
Does not accept the system
Rebel
Affiliation with negative groups
Bad habits
Take short cuts.
Courtesy
1. it is the hallmark of a good housekeeping professional to be courteous
on all occasions not only towards guest, but also towards colleagues
and other people working in the same unit.
2. Courtesy should be inherent in ones nature and a sign of ones desire
to please those with whom one comes into contract with.
3. The advantage and necessity of being courteous should be emphasized
as it not only smoothes operations, but also ensures better
relationships.
Entrepreneurship
Entrepreneurship is a new term for the internal entrepreneurship.
Housekeeping professionals are required to think like businesspersons.
Continuous Education
Housekeeping professionals will be required to upgrade themselves
constantly.
Costumer Orientation
We have learnt by now that the costumer is the king (or queen). Unless a
hotel or its people do not put the costumer as their main focus the business
is like to decline.
Physical Fitness
The television has rightly or wrongly exposed the public to the dream
figures and presentation of housekeeping professionals.
Eye for Detail
Housekeepers worldwide have been known for their eye for detail. This is
term means that the person has a sharp eye for things that are not quite
right.