revised planning and_organising in housekeeping
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Transcript of 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