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Introduction

Housekeeping Organization
Definitions: What is housekeeping? y A hotel department charged with cleaning of private guestrooms and public areas. Its also in charge of laundry and linen management. y It is the process of providing a clean, comfortable and safe environment.
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Guest Needs In Residential Establishment


Basic needs include; y Food and Drink y Accommodation: space and facilities needed for sleeping or living. y The residential establishments include hotels, clubs, hospitals and hostels among others
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Accommodation
This is the space and facilities needed for sleeping and /or living Departments concerned with accommodation are; y Reception-Sell accommodation y Housekeeping-Provide and service the accommodation y Maintenance-Provide repair services
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Difference in Accommodation
y Size of areas provided y Facilities and furnishings provided y Services offered to the guest : service standards

determined by how much the guest is paying.

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Classification of Residential Establishments


Commercial Sector y Guests served according to the type of accommodation offered. y Examples of commercial sector establishments include luxury hotels, small and medium size hotels and motels.
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Welfare Sector
y Satisfies social needs at a reasonable standard

of cleanliness and comfort expected at the lowest possible cost. y Accommodation is offered as a support service. The establishments here include hospitals, hostels and special homes.

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Housekeeping Organization Structure


Exe. Housekeeper
Deputy

Housekeeper

Linen Keeper
Linen
Maids

Floor

Housekeeper Room
Attendants

Florist Assistants

Laundry Supervisor

Laundry
Attendants

House porters Cleaners


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Duties of Executive Housekeeper


y Ensuring interdepartmental cooperation y Recruitment, training and dismissal of staff y Preparing duty rosters and holiday lists y Overseeing cleaning of all areas under the

responsibility of the housekeeping department y Preparation of room occupancy lists y Dealing with lost property, guest complaints and requests
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Contd
y Controlling all keys in the department y Checking and reporting maintenance work y Controlling the laundry operations y Ordering ,stores control and maintain inventory

records within the department

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Areas under the responsibility of the housekeeping department


y Bedrooms, private bathrooms and suites y Lavatories and public bathrooms y Foyer, lounges, TV and writing rooms y Games rooms and other leisure areas y Corridors and staircases y Cloakrooms y Conference rooms
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Interdepartmental Cooperation
y The housekeeper in the course of work

practically comes into contact with every other department. y These includes; reception, maintenance, food and beverage, security and the accounts department.

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The Reception
y The reception sells accommodation while the

housekeeping services the accommodation y The reception must continuously communicate vacated rooms, arrivals, early check-ins, expected VIPs and guests special requests. y The housekeeping department on the other hand should continuously inform the reception on the ready to sell rooms. y Prompt exchange of this info is important
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The Food & Beverage Department


y These include the restaurant and the kitchen

department. y Cooperation mainly concerned with the linen. y Sufficient stock of linen should be provided by the housekeeping department. These includes napkins, table cloths, buffet cloths, as well as staff uniforms. y On the other hand the F & B department must respect the exchange times and avoid linen misuse.
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The Maintenance Department


y The housekeeping department checks and

compiles maintenance reports. y The necessary repairs are then communicated to the maintenance department for action. The communication must done on time and repairs done for the rooms to be availed for sale. y Urgent repairs may be communicated over the telephone.
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The Security Department


mainly concerned with the prevention of fire and theft and the safe keeping of keys and lost property. y The housekeeping staff should report anything of suspicious nature to the security department for action.
y Cooperation

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The Accounts
y The housekeeper compiles the wage lists for

the housekeeping staff and presents them to the accounts for settlements. y The accounts department responsible to ensure the settlement is done on time without undue delay.

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Categories of Housekeeping Staff


y Assistant housekeeper/floor housekeeper or

floor supervisor; Carry out any work delegated by the housekeeper. He or she deputizes the head housekeeper. In general one housekeeper is responsible for 50 rooms. y Room maids/room stewards; They are responsible for servicing the guestrooms, private sitting rooms and private bathrooms. These include bed-making, cleaning and linen exchange. A maid is expected to service 10-15 rooms in an 8 hour shift e.g. 7am-3pm or 8am4pm.
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Contd
y Staff maids; They are responsible to the

assistant or floor housekeeper. Cleans and services rooms of living in staff. y Cleaners; They are usually on part-time basis and are responsible for the cleaning of offices, public rooms, bathrooms, corridors and staircases.

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Contd
y Linen Keeper; Supervise the work in the linen

room and may have several linen maids to assist her in providing clean, presentable linen throughout the house. The linen includes not only bed linen but also staff uniforms and soft furnishings.
y Cloakroom attendant; Looks after the ladies

powder rooms
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Contd
y House porters; Responsible for the removal of

rubbish, shifting heavy, furniture, heavy vacuum cleaning, dealing with coal fires and other odd jobs. y Florist ; Traditionally many hotels employed their own florist. The duties were to make floral decorations and arrangement of flowers.

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Contd
y Valets; Only found in first-class hotels. Their

function involves looking after male guests. Pressing and doing minor repairs to their clothes, cleaning shoes, packing and unpacking for guests.

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