Subject: Hotel Management
Policy and procedure
Executive Housekeeper ensures confirmation to policies and procedures as laid down by the management.
Executive Housekeeper manages staff scheduling as demanded by the room occupancy and banquet function
♦ Executive Housekeeper ensures discipline, growing etiquettes of housekeeping staff.
♦ Executive Housekeeper checks all the public areas and rooms and sees the standard of cleanliness.
♦ Executive Housekeeper prepares duty roaster for staffs.
♦ Executive Housekeeper co-ordinates with purchase manager for the purchase of linen and other fabrics.
♦ Executive Housekeeper coordinates with human resource department regarding the recruitment of staff.
♦ Executive Housekeeper supervises the staff working under him or her.
♦ Executive Housekeeper trains the new recruitments.
♦ Executive Housekeeper is responsible for setting par stock level and sanction for uniforms.
♦ Executive Housekeeper checks the working for the equipment.
♦ Executive Housekeeper holds a meeting with the housekeeping staff.
♦ Executive Housekeeper prepares plans and policies concerning house-keeping .
♦ Assistant executive housekeeper acts as an executive housekeeper in the absence of executive housekeeper.
♦ Assistant executive housekeeper assists the executive housekeeper on daily functions.
♦ Assistant executive housekeeper helps the executive housekeeper in preparing duty roaster.
♦ Assistant executive housekeeper physically checks the areas to see that they are cleaned up as per the hotel standards.
♦ Assistant executive housekeeper trains the staff working under him or her.
♦ Assistant executive housekeeper checks the occupancy report.
♦ Assistant executive housekeeper checks the room attendance report.
♦Floor supervisor assigns duties to the room attendants.
♦Floor supervisor responsible for cleanliness and the upkeep of the assigned floors.
♦Floor supervisor prepares occupancy report.
♦Floor supervisor ensures the supply of guest amenities to the rooms.
♦Floor supervisor maintains the record of all room linens.
♦Floor supervisor reports for maintenance to the housekeeping control desk.
♦Floor supervisor handle guests complain.
♦Floor supervisor looks after each and every responsibility of the floor which is been assigned to him.
♦ Public area supervisor assigns the duties to the house men.
♦ Public area supervisor responsible for the cleanliness and the upkeep of the public areas.
♦ Public area supervisor report for any maintenance to the public area to the control desk.
♦ Public area supervisor prepares the job orders form.
♦ Public area supervisor supervises press control activities.
♦ Linen room supervisor controls and check up the soiled or fresh linen and uniform to and from the linen room.
♦ Linen room supervisor issues linen and uniform to the staffs of the hotel.
♦ Linen room supervisor controls the linen room. To control the linen room properly is the top most responsibility of linen room supervisor.
♦ Linen room supervisor checks the linen store periodically.
♦ Linen room supervisor maintains the linen control sheet.
♦ Linen room supervisor maintains the uniform control sheet.
♦ Control desk supervisor listens to the guest complaints and handles to the best possible.
♦ Control desk supervisor prepares housekeeping report that is a copy of which is sent ti the front office.
♦ Control desk supervisor co-ordinates with the maintenance department.
♦ Control desk supervisor prepares job order form.
♦ Control desk supervisor conveys the messages to upper levels.
♦ Control desk supervisor controls the movement of keys.
♦ Control desk supervisor enters the lost and found items.
♦ Control desk supervisor co-ordinates with all the staffs of the department.
♦ Control desk supervisor maintains log book provided in the desk.
♦ Room attendants clean all the guest rooms
♦ Room attendants clean the assigned floor.
♦ Room attendants change the guest linen.
♦ Room attendants fill up day to day guest compliments and supplies.
♦ Room attendants are in charge of all assigned service and trolleys.
♦ Room attendants help in preparing room occupancy report and room attendant report.
♦ Room attendants replenish service trolleys with guest supplies, delegate linen, etc.
♦ Room attendants report for maintenance to the control desk if it is needed.
♦ Public area attendants are responsible for cleaning of all public areas, outlets and executive offices.
♦ Public area attendants are responsible for all heavy works in the housekeeping department.
♦ Public area attendants also involve in pest control activities.
♦ Gardeners are responsible for maintaining all gardens of the hotel. For example planting flowers, taking care of flowers, watering flowers, etc.
♦ They are responsible for taking care of plant and trees of the garden.
♦ They are responsible for keeping the hotel garden beautiful as it builds a good image of the hotel to the guests.
Job position : Housekeeping attendant or Room attendant or Chamber maid or Room maid
Category : Non-supervisory
Reports to : Housekeeping supervisor or floor supervisor
Areas of operation : All guest areas and public areas, Room, Floors, Pantries
Hours of operation : Eight hours per day or as per hotel rules.
Co-coordinating departments : Front office departments, Room Service, Security, Engineering, Personnel etc
Job Definition : To provide neat and tidy cleaning of guest and public areas,
Guest rooms cleaning and bathroom cleaning, Bed making etc
Duties and Responsibilities
♦ To attend the daily briefing before the work.
♦ To check the duty roster and stock of the trolley.
♦ To clean and maintain the things properly in right places.
♦ To keep the hotel areas and room clean and fresh.
♦ To clean the restroom and bathroom unit.
♦ To replace all the guest supplies and amenities when required.
♦ Responsible for changing the bedroom linen for regular basis.
♦ Responsible for bed making and to provide different cleaning services at different time interval.
♦ Ensure to provide better cleaning service and keep good relation with all guests.
♦ To prepare and keep record room cleaned and occupancy report.
♦ Exchange of dirty linen and maintaining of par stock in pantry and housekeeping trolley.
Housekeeping department plays an important role in the cleaning and maintaining, and aesthetic upkeep of the hotel. This department now considers being both as the front of the house and back of the house. As the housekeeping personnel also sometimes comes in contact with the guest directly while cleaning the guest room, floors and public areas, therefore, housekeeping personnel should have essential attributes and personal qualities for the efficient working environment. The attributes of housekeeping personnel are as follow:
♦ Housekeeping personnel must be self-confidence.
♦ Housekeeping personnel must do correct and clear communication with the guests.
♦ Housekeeping personnel should be calm and patience.
♦ Housekeeping personnel should be the eye for detail.
♦ Housekeeping personnel should be quick decision-making.
♦ Housekeeping personnel should be ready smile and grooming.
♦ Housekeeping personnel should be honest towards its job and guest.
♦ Housekeeping personnel should be a problem solver.
♦ Housekeeping personnel should be physically fit.
♦ Housekeeping personnel should have good memory power and knowledge.
♦ Housekeeping personnel should be tact and diplomacy.
Oli Gopal Singh et.al., Hotel Management Principles and Practices-XI, Buddha Prakashan, Kathmandu.
Bhandari, Saroj Sing et.al., Principles of Hotel Management-XI, Asmita Books Publication, Kathmandu.
© 2019-20 Kullabs. All Rights Reserved.