HOUSE KEEPING in Hotels & Resorts
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Tourism is an activity. When people visit destination in hotels for holiday or business, stay for day or several nights, the welcome they receive when they arrive and the quality of service they experience during their stay strongly influences the memories they take away. Good service therefore matters to everyone. It is good to individual organizations and good for hotels.
Difference between Hotel and Motel
Definition of the term hotel. A Hotel or Inn may be defined as an establishment whose primary business is providing lodging facilities for the general public, and which furnishes one or more of the following services:
1. Food and beverage service
2. Room attendant ( House keeping ) service
3. Concierge
4. Laundry or dry cleaning service
5. Use of furniture or fixtures
6. Bell and Door attendant service
7. Conference and Banqueting
8. Business centre etc.
According to the category of the hotel they provide different level of personalized service.
Definition of the Term Motel
The term motel is a contraction of motor hotel. It is a lodging facility that caters primarily to guests arriving by automobiles. Early motels often provide parking spaces near guestrooms, but that has changed in recent years as motel owners and franchisers have become more aware of guest security
Motels may be located in any setting, but are usually found in suburban or roadside areas. They became especially successful in the 1950's and 1960's with the development of the highway system.. Many motels are two-story or low-rise building located near major highways.
By the way the term Hotel is used as a general term for motels, hotels, inns suite hotels, conference centres and other lodging properties.
Hotel is an establishment that provides lodging and usually meals and other services for travelers and other paying guests.It provides paid lodging, usually on a short-term basis. Hotels often provide a number of additional guest services such as a restaurant, laundry, and a swimming pool or childcare. Some hotels have conference services and meeting rooms and encourage groups to hold conventions, functions and meetings at their location. A hotel may be called as an establishment where primary business is to provide to the general public lodging facilities and which may include one or more of the various services such as food, beverage, laundry, uniformed services etc. Hence, hotel can also be called as home but with a vested interest which includes commercial activities. Hotels are found in almost all the cities. Hotels operate twenty four hours a day, seven days a week. The principal factor that determines the guest attitude towards a hotel is service although other amenities such as room, food and beverages are of equal importance.
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Housekeeping Department
The Housekeeping Department is one of the busiest sections in the hotel as far as the variety of functions performed, and number of staff working. It is usually situated at the laundry room or any other convenient place close to Housekeeping Supplies.
The Housekeeping Department is responsible for:Neatness and Cleanliness of all guest rooms and most public areas Maintenance of recycled and non-recycled cleaning inventories
Some of the above mentioned functions might however be leased to a concessionaire. In this case, hotel shall still have a housekeeping department but to a minimum number of staff!
The Housekeeping Department is headed by an Executive Housekeeper (sometimes referred to as Housekeeping Manager)
The procedure of cleaning guest rooms by the housekeeping department can be summarized in the following way:
1. Checkout clerk (or cashier) contacts the Housekeeping Department that a room became vacant and needs cleaning.
2. Housekeeping Department updates the room status from occupied to on-change and sends a room maid to clean the room
3. Room maid cleans the room and contacts the housekeeping department back about the latest status and condition of the room (especially for out-of-order and out-of-service!)
4. If the room is Out Of Order for any reason (i.e. Room is extensively dirty, or needs repair!), then the Housekeeping Department deducts that room from those available for sale, until either scheduled to be extensively cleaned or post to the confirmation from the Maintenance Department that the deficiency was repaired!
5. Housekeeping Department sends their inspectors to check whether the stated room has been cleaned to the hotel standards or not!
6. If the room is cleaned to hotel’s standards, the Housekeeping Department shall update the room status from On-Change to Clean and Available for Sale and communicate this to the Front Office Department!
7. If the room is not cleaned to hotel standards, inspectors communicate to the Housekeeping Department that the room shall be cleaned again!
Inter-relationship between Housekeeping and Front Office Department
The main two important areas where collaboration is vital between the Housekeeping and Front Office Department are listed below:
1. Have always clean rooms for expected arrivals and stay overs
2. Satisfy special guest needs as far as amenities and facilities requested in their rooms are concerned
1. Cleaning and Inspection Process
The Room Status for each room determines how much effort, time, labour, and hence scheduled staff is needed by the Housekeeping Department on any shift.check-in time!
The Housekeeping Department shall first clean rooms for expected arrivals first, then stay over rooms and eventually vacant rooms! The reason is that rooms for new arrivals takes more time to be cleaned to hotel standards again and that guests might come any time to request their rooms even before the pre-determined beginning of That’s why; the Housekeeping Department shall be communicated from the reservation department on a daily basis Expected Arrival, Stay over, and Departure Lists to be able to schedule the optimum number of room maids and inspectors for the expected business volume!
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Moreover, bearing in mind the cleaning procedure of guest rooms explained above, there should be a communication between the Front Office Department and Housekeeping Department to be able to communicate the recent room status of each room! This communication is vital because nobody would like to make a guest wait in the lobby because his/her room is not yet clean or due to the fact that the Housekeeping Department did not communicate on real time the status to the Front Office! Lastly, the Housekeeping Department shall ensure that every room maid shall use efficiently most of his valuable time in cleaning not in going back and forth in the corridors!
2. Room Status Report
During the guest stay, the housekeeping status of the guestroom changes several times. The various terms defined are typical of the room status terminology of the lodging industry. Not every room status will occur for each and every guest during their stay at the hotel.
Changes in this status should be promptly communicated to the front office in order to maximize the room sales and revenue. Maintaining timely housekeeping status requires close coordination and cooperation between the front desk and the house keeping department.
Occupied: A guest is currently occupied in the room
Stay over: The guest is not expected to check out today and will remain at least one more night.
On-Change: The guest has departed, but the room has not yet been cleaned and ready for sale.
Do Not Disturb: The guest has requested not to be disturbed
Cleaning in progress: Room attendant is currently cleaning this room.
Sleep-out: A guest is registered to the room, but the bed has not been used.
Skipper: The guest has left the hotel without making arrangements to settle his or her account.
Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.
Out of Order (OOO): Rooms kept under out of order are not sellable and these rooms are deducted from the hotels inventory. A room may be out-of-order for a variety of reasons, including the need of maintenance, refurbishing and extensive cleaning etc.
Out of Service (OOS): Rooms kept under out of service are not deducted from the hotel inventory. This is a temporary blocking and reasons may be bulb fuse, T V remote not working, Kettle not working etc. These rooms are not assigned to the guest once these small maintenance issues are fixed.
Lock out: The room has been locked so that the guest cannot re-enter until he or she is cleared by a hotel official.
DNCO (did not check out): The guest made arrangements to settle his or her bills (and thus not a skipper), but has left without informing the front desk.
Due Out: The room is expected to become vacant after the following guest checks out.
Check-Out: The guest has settled his or her account, returned the room keys, and left the hotel.
Late Check out: The guest has requested and is being allowed to check out later than the normal / standard departure time of the hotel.
Job Description for a Hotel Housekeeper
Performs routine duties in cleaning and servicing of guest rooms and baths under supervision of housekeeping supervisor. A hotel housekeeper promotes a positive image of the property to guests and must be pleasant, honest, friendly and should also able to address guest requests and problems.
DUTIES AND RESPONSIBILITIES:
1. Enters and prepares the room for cleaning.
2. Makes bed.
3. Dusts the room and furniture.
4. Replenishes guestroom and bath supplies.
5. Cleans the bathroom.
6. Cleans the closet.
7. Vacuums and racks the carpet.
8. Checks and secures the rooms.
9. Replenish amenities according to the operational standards.
10. Deliver and retrieve items on loan to guests e.g. iron and ironing boards
11. Ensure security of guest rooms and privacy of guests
12. Perform rotation cleaning duties (e.g. steam clean carpets, spring cleaning, super cleaning etc.) as required
13. Cleans guest bathroom/bed room/floor corridor.
14. Responsible for replenishment of guest complimentary water.
15. Responsible for the cleanliness of his/her work area.
16. Responsible for the Hotel property in the work area.
17. Attends to guest calls, guest requests /guest complaints in the area assigned to him.
18. Authorize to enter in guestrooms for cleaning and providing turndown services as per requirement.
19. Responsible for following the standard operating procedures.
20. Responsible for achieving and exceeding the guest satisfaction score.
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