HOUSEKEEPING MANAGEMENT

CHAPTER 1-INTRODUCTION TO

HOUSEKEEPING MANAGEMENT-

Prepared by: Miss Tinie Hashim,[BBA (Hons) Hotel Management, Universiti Malaysia Sabah]

1.0 TYPES OF HOTEL• Basically divides into three: Economy Hotels, Mid-Market

Hotels, and Luxury Hotels.

1.1 ECONOMY HOTEL- Appeal primarily to budget-minded travelers who wants

rooms with all the amenities required for a comfortable stay, but without the extras they do not really need or want to pay for.

- The types of guests attracted to economy hotels include families with children, bus tour groups, vacationers, and retirees.

- Low design, construction, and operating expenses are part of reason economy hotels can be profitable.

- Many economy properties do not provide full F&B service, which means guests may need to eat at nearby restaurants.

- Besides, economy hotels do not usually offer room service, banquet rooms, health clubs, or any of the elaborate services and facilities found at mid-market and luxury properties.

1.2 MID-MARKET HOTELS- is often modest but sufficient.- may offer a specialty restaurant or all-day dining room and

lounges to visitors as well as hotel’s guests.- Guest likely to stay at a mid-range hotel include

businesspeople, individual travelers, and families.- Rates are lower than world-class or upscale hotels, since the

properties offer few services, smaller rooms, and a smaller range of facilities and recreational activities.

1.3 Luxury Hotels- Offer world-class service.- Sometimes called luxury service- target top business

executives, entertainment celebrities, and high ranking political figures.

- Provides restaurants and lounges, concierge service, oversized guestrooms, multiple TV sets, upgraded furnishings, décor, and artwork.

- Complimentary international newspapers may be delivered daily to each guestroom.

- The hotel’s employees enables to offer an extensive variety of amenities and unique services and to respond quickly to the guest requests.

- In some hotels, certain floors are designated to provide some of the hotel’s guests with world-class attention. Properties offering executive floors (sometimes known as tower or club floors) provide non-standard guestroom furnishings and additional guest services in these areas of the hotel.

- Access to these floors may be restricted by the use of special elevator keys that allow only authorized guests to enter.

- Special complimentary F&B services may be offered in the evening.

- Conveniences such as secretarial services or special check-in and check-out arrangements may also be available.

1.4 HOUSEKEEPING

1.4.1 WHAT IS HOUSEKEEPING?- Housekeeping is one of the basic functions essential

to the operation of a hotel property.- Housekeeping services, also called environmental

services are of vital importance in providing a safe, clean, pleasant, orderly, and functional environment for both, the guests and the hotel personnel.

- A clean and hygienic environment has a tremendous psychological impact on the guests and the visitors, and speaks volumes of the quality of service the hotel provides.

- Good housekeeping is an asset and a powerful tool for public relations.

- It has a direct bearing on the prestige and reputation of a hotel.

- As housekeeping serves all departments and areas of the hotel, minimizing the risk of cross infection and providing a clean, safe and comfortable environment are fundamental to any good housekeeping service.

- Hotels must believe that this department is an essential addition for quality service.

- The Housekeeping Department’s work has advanced rapidly in recent years and requires not only knowledge of technical skills but also an understanding of the “Tools of Management”.

- A large part of the house keeper’s time is taken up with personnel management, as it is the housekeeper’s responsibility to manage the cleaners who are universally acknowledged to be the largest class of human resource and are the most difficult to manage.

- The aim should be to have an efficiently run department with operating cost as low as possible; thus providing a clean, comfortable and safe environment.

- A co-operative and pleasant staff helps to provide a cordial and congenial atmosphere in the hotel.

- The Housekeeping Department is a non-revenue producing service department in a hotel.

- However, a poorly run department results in money needlessly spent, creates a negative impression on the guests, visitors and staff, and adversely affects their perception of the quality of care provided by the hotel.

- This in turn leads to fewer guests frequenting the hotel, which in turn affects the revenue.

1.4.2 HOUSEKEEPING DEPARTMENT- The main objective of the Housekeeping Department is

to keep the hotel clean, safe and infection-free, yet maintain a pleasant and friendly atmosphere.

- The Housekeeping Department works closely with other departments in making the hotel a pleasant and safe place for the guests.

- As the guest enters the hotel, they will comes through the reception hall, and as the prescribed basic examinations are carried out, the guests will be going to several areas in the hotel.

- At each of these places the guest notices various aspects such as cleanliness and different accessories that are brought together to create a tasteful and pleasant atmosphere.

- Housekeepers not only need to pay attention to the basic cleanliness and hygiene, but also help in the efficient functioning of the various sections such as linen section, pest control, waste management, garden maintenance, electricity, and also water supply.

- It is a difficult but important task to set up a Housekeeping Department in a hotel. The staff in other departments can help to make the Housekeeping Department’s work lighter, by maintaining cleanliness in their respective areas and co-operating with them in their day to day work.

1.5 DRESSCODE FOR HOUSEKEEPING STAFF

1.5.1 LADIES- Hair should be neatly combed and worn in a bun, or

neatly tied back or cut short.- No make-up/ Light make-up.- Uniform should be neat and clean.- No jewellery, except watch and wedding ring / ’thali’.- Clean footwear.

1.5.2 GENTS- The hair should be worn short and neatly.- Should be clean shaven.- Uniform should be neat and clean.- Clean footwear.

1.6 OBJECTIVES OF THE HOUSEKEEPING DEPARTMENT

• To ensure a comfortable and infection-free environment for the guests.

• To create a pleasant and friendly atmosphere.• To ensure that everything under their supervision is

kept neat and clean.• To train and supervise effectively those who are

working with them.• Establish a good working relationship with all other

departments.• Ensure that safety and security regulations are made

known to all staff of the hotel.

1.7 SKILLS REQUIRED FOR EFFECTIVE HOUSEKEEPING STAFF • In order to work effectively, one must know how to work

efficiently.

1.7.1 MANAGEMENTi) Delegation:- Work should be delegated to the staff as per their

capabilities. The staff should be supervised regularly, and their work evaluated periodically.

ii) Work Management:- If several tasks need to be completed on a particular day,

the tasks need to be prioritized, so as to complete the tasks in order of their importance.

iii) Time Management:- In order to complete a given work in the stipulated

time, the materials required for the task should be kept ready and at hand.

iv) People Management:- It is an art to work with others. A good and efficient

housekeeper must develop good communication skills, and a pleasant attitude.

1.7.2 BUDGETING- A well-run Housekeeping Department runs at minimum

cost to the Institution. Hence the good housekeeper has to be good at planning and selecting equipment and supplies that are good quality and moderate in price.

1.7.3 AN EYE FOR BEAUTY- Creating a beautiful and pleasant ambience is one of

the objectives of housekeeping. A housekeeper should therefore have good artistic sense to be able to decorate the area appropriately.

END OF CHAPTER 1-THANK YOU-