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October 2012

Organizational

structure

Standards and

Procedures

Employees Profile And more…

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Editor's Note

You know, when it comes about being English students, there are many fields in which we can develop ourselves as professionals. One of them is in tourism and hotel management. In this opportunity we are presenting this magazine describing the housekeeping department of a hotel.

Somehow, it is difficult to encapsulate all the content in a magazine, and we have included the most relevant aspect of one of the major departments of a hotel. Being one of the biggest departments in a hotel, the housekeeping department has important responsibilities in the structure of any hotel.

As English students of UTEC, our duty is to inform people about the importance of hotel management, and we have the opportunity to exploit our abilities and knowledge, as well.

We hope that this magazine can help you to learn more about the housekeeping department of a hotel.

Sincerely,

UTEC’s English students.

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CONTENT

Housekeeping

Department

ORGANIZATIONAL

STRUCTURE

Page 4

ROLES AND

RESPONSIBILITIES

Page 6

HOUSEKEEPING

PROCEDURES FOR HOTEL

GUEST ROOMS

Page 9

STANDARD OPERATING

PROCEDURES FOR

HOUSEKEEPING

Page 11

EMPLOYEES’ PROFILE AND

DESCRIPTION

Page 14

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To maintain the cleanliness

standards in a hotel is

responsibility of the

housekeeping department.

The housekeeping

department typically holds

the largest labor expense.

Though the exact structure of

a housekeeping department

varies depending on the size

of the property, most have

similar overall organization.

Executive level

The executive housekeeper is responsible

for managing all the personnel in this area, he or

she is in charge of planning budgets, identifying

cleaning needs, buying supplies and coordinating

with other departments to make sure guest are

receiving excellent treatment. Some properties

also have an assistant executive housekeeper.

Guestroom Cleaning

Cleaning guest rooms is the

major responsibility of the housekeeping

department staff. And the procedure has

to be done properly and efficiently

before guests check in. house attendants

are the ones in charge of refilling cart

with supplies and those are the house

attendants. And inspectors who are in

charge of checking the room after the

cleaning is done to verify if the

requirements are met.

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Public Area Cleaning

The cleaning of public areas of a hotel is

also a responsibility of this department, both

front-of-the-house and back-of-the house areas.

They may also be responsible for cleaning dining

room areas after they have closed, but the ones

usually in charge of cleaning the dining room is

the food and beverage staff during the day.

Public space cleaners make up the majority of

this part of the housekeeping department.

Laundry

There is a laundry manager who answers directly to the

executive housekeeper. The laundry manager manages the

employee in the laundry area and the flow of work managed in

it. Laundry employees include laundry attendants who operate

the washers, dryers, presses and folders, and linen runners who

fetch linen and put it away as it is completed.

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Guest Rooms

When a guest checks in, there

must be cleaned rooms to offered them.

So that, It is the role of the housekeeping

department, which must be stripped and

thoroughly cleaned to prepare it for the

arrival of the guest. All bed and bathroom

linens must be removed and laundered.

In-house laundry services will also fall

under the role of the housekeeping

department; The guest bathroom must be

scoured and

Roles and Responsibilities of the

Housekeeping Department

The housekeeping department is an important part of many

industries that offer a service to their clients. The priorities of housekeepers

in a hotel are to maintain the cleanliness and appearance of guest rooms and

public areas. The role of the housekeeping department requires specialized

skills, such as sterilization and removal of hazardous waste in order to give

the best service.

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The housekeeping department is also

responsible for the appearance of public

areas such as: lobbies, restrooms, ballrooms,

gyms and other rooms utilized by guests

need to be cleaned on a regular basis,

sometimes daily. Rugs and carpeting must

be kept vacuumed, and should be cleaned

and disinfected. Floors are mopped and

waxed, while windows are kept clean and

streak-free. In addition to cleaning, the

housekeeping department will also re-

organize public areas such as putting

furniture in its proper place, plumping

decorative pillows, retrieving dishes and

glasses left in hallways and piling

magazines and brochures that are displayed

for guest use. Miscellaneous

Cleaning and linen supplies are

monitored by the housekeeping

department. When supplies are low, they

will either place an order or alert the

front desk for an order to be placed.

These include linens and room

amenities, such as shampoo and

conditioner. The housekeeping

department may also be called upon to

accommodate guest requests for items

like irons, hairdryers or extra bath linens.

Special requests in room reservations,

such as rollaway beds or cribs, are also

typically handled by this department.

The place to meet

Crowne Plaza San Salvador, located in the WTC complex This

beautiful property surrounded by lush greenery is strategically

located within the resort, World Trade Center, Tower and Plaza

Futura which offer a range of restaurants and major companies

such as Ericsson, Microsoft, World Bank, IDB, OAS, Bayer,

Mitsubishi, and several embassies.

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The gusts send his or her complains to the

chief housekeeper and then, the chief solve

the problems with the house keeping staff.

Service Staff

According to Sudhir Andrews, author of "Hotel Housekeeping,"

the housekeeping department is vital to attracting and keeping

guests through it's role of maintaining top quality decor,

cleanliness and service.

The housekeeping department includes many roles in the service staff of a hotel. Aside from room attendants, who tend to room cleanliness, the department includes gardeners, maintenance men, bellhops, laundry staff and floor managers, as well as, occasionally, customer service professionals.

Matt A. Casado, author of "Housekeeping Management," said

the history of hotels can be traced back even further than the

ancient "houses of rest and solace" in Pompeii. The modern

hotel--and hotel staffing--arose from the inns popular in 14th

century England, such as those found in Chaucer's "Canterbury

Tales."

The housekeeping department is vital to

attracting and keeping guests through it's role

of maintaining top quality decor, cleanliness

and service. Through this department, he

clients get attracted because they are visual, so

that is the importance of the house keeping

department.

More about Housekeeping Department

The housekeeping department is also

responsible for a level of security, safety

and environmental duties such as

composting and recycling. So. Besides the

care to the hotel, there is a social

responsibility with the society as well.

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Housekeeping Procedures for

Hotel Guest Rooms

Bed

Bed clothing is changed between guests at most

hotels. But if you are staying for a long period of

time, your bed clothing is changed about once

every three days. It might surprise you to know

that there are no rules regarding how often the

comforter should be changed and/or washed.

Bathroom

The person in charge of cleaning the bathroom has to change

the towels if the guests leave them on the floor. He or she will

also clean the toilet and mirrors, and wipe around the sink.

They might also run a cloth over the floor if necessary and

wipe the inside of the shower.

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Sleeping Area

Housekeepers might not clean this area daily. If there is

something on the floor, they might run the vacuum as they see

fit.

Replacement Practices

While rules vary from one property to the next, housekeepers

will generally replace plastic cups, ice bucket liners and soaps

if guests have used them.

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Keep restrooms clean and odor-free at all times. In this first

rule hot water and germicidal disinfectant are the key cleaning

elements in a hotel. Restrooms should be cleaned each day.

Clean commodes, urinals and sinks must be cleaned with

germicidal disinfectant. Empty trash receptacles each day and

dust vents, window sills and ledges. Sweep bathroom floors and

replenish towels and toilet tissue and refill soap dispensers.

Spray mirrors with window. Mop floors as needed. It involved

all things in the restrooms.

A Standard Operating Procedure

(SOP) is a set of written instructions or rules

that document a routine or repetitive activity

that must be follow by hotels. It is helpful in

in maintaining quality and consistency of

service and standard's in hotels.

The development and use of SOPs is

an essential part of a successful quality

system. it provides the information to

perform a job properly, and facilitates

consistency in the quality and integrity of a

product in this case the hotel service.

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Dust on a weekly basis. Dust high areas

by removing dust or cobwebs from corners

of walls and vents. Dust wood fixtures,

shelves and other furniture with a duster or

dust rag and dusting polish. Also dust

general areas that have window sills and

ledges

.

Clean floors. Floor in the

general area should be

swept or vacuumed each

day. After sweeping

floors, apply germicidal

fluid and use a wet mop

to complete the cleaning.

Floors have to look clean

every time.

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Check walls and doors

daily for spots or

smudges. Use cleansers

that will not strip the wall

of paint or finishes. Walls should be washed at least

once a month and doors at least once a week.

Wash kitchen dishes daily. This is a very

important area in a hotel, so that is why it

should be very clean. Clean sinks with

disinfectant cleaner, and wash countertops with

clean hot water and disinfectant cleaner. Sweep

kitchen floors each day or as it is necessary.

Mop kitchen floors at least once a week. Clean

cabinets once a month, and perform a spot

check in the refrigerator each week, disposing

of food that will not be eaten. Clean

refrigerators and freezers each month. Empty

trash receptacles each day as needed.

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PERSONNEL Jobs and Functions

He or she is responsible for all the administration of the

housekeeping department. Also the creation of policies and

coordinating operations is a main duty of this person. The

executive housekeeper is in charge of planning, directing,

coordinating and participating in all housekeeping activities

and work assignments, inspects housekeeping personnel daily

work activities. Supervision of cleanliness and maintenance

throughout the hotel. Direct responsible for comfort and

cleanliness of the hotel in every aspect and makes sure that

both the standards and the image which are expected by

hotels.

Executive Housekeeper

This assistant is under general direction of the

executive housekeeper, who is the immediate superior

of housekeeping department. He assists him or her.

Oversees and directs the day to day operation of the

housekeeping department and assists in the forward

planning of the department.

Some the assistant housekeeper’s duties are:

To be responsible to supervise the department’s

staff to ensure the guests are receiving a good

and courteous service.

To prepare work schedules, timework and revise

daily work Schedule depending on occupancy.

To over sees the duty roster for every level of

the staff in housekeeping department.

Assistant Housekeeper

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He or she supervises that the room attendants have cleaned the

rooms, and kept then attractive and well maintained for the

guests. He or she checks the floor corridors and service area

according to set standards in order to achieve a service of

quality.

Some of the duties that the supervisor has are:

To ensure the staff follows the cleaning procedures to

meet the standards established by the hotel.

To check all rooms; occupied, departure and vacant rooms.

To monitor room attendants to ensure that VIP guests

receive special attention and amenities.

To inspect permanent showing rooms, presidential,

diplomatic and king corner suite rooms.

Housekeeping

Supervisor

Overnight Supervisor

His or her immediate superiors are the executive and

assistant housekeeper, and under their guidance, the

overnight supervisor is responsible for the smooth running of

all housekeeping areas.

Some of his or her duties are:

To supervise and monitored the work of the room

attendants.

To ensure any special request from guests

To maintain updated knowledge of the hotel and local

services.

To ensure that the executive housekeeper is kept

informed of all the activities in the department

overnight.

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This is the person in charge of coordinating all

leisure time activities for the guests in a hotel.

Some of the activities that the recreation

supervisor does are:

To ensure that all guests are able to use the

gym, and the equipment in it safely and

effectively.

To ensure that the guests are well informed

of all the recreational activities and

facilities offered.

To assist in maintaining a safe hygienic

environment.

To assist in membership lifestyle appraisal

program development.

To comply and submit daily and monthly

revenue analyses to the executive

housekeeper.

To monitor the testing and follow up of pool

and chemical levels.

Recreation Supervisor

Some duties of the recreational officer are:

To observe activities in assigned pool areas on

foot.

To warn people against use of unsafe tools in

the pool areas or illegal conduct such as

fighting.

To rescue distressed people from the pool.

To supervise the pool cleanliness and

maintenance problems

To administer artificial respiration or provides

oxygen to revive persons, he or she is qualified

first aider / life saving techniques.

To cooperate in the performance of any

reasonable task requested by company

managers.

To carry out fire, safety and evacuation

procedures as required by the fire policy of the

hotel.

Recreation Officer

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HOUSEKEEPING ATTENDANT (CLEANER)

Duties:

Responsible for new room attendants’ training.

Self inspect all check out rooms before reporting them

vacant clean.

Assits in supervising and monitoring of work of the room

attendants assigned to his or her floors.

Conduct carpet or sofa cleaning as per request.

To ensure standards are maintained with regards to room

cleanliness and room set up.

To clean guestrooms and ensure guest corridors and lift

landing areas are maintained to the pre set standards of the

department.

Reports any damage or loos in a guest room immediately

after being found.

Makes room status reports and complete maintainance

request forms.

Responsible to keep all public areas (lobby, restaurant, paving

blocks, toilet, basement) clean and well maintained.

Duties:

Make sure that the furniture’s and fixtures are in good

conditions.

Using cleaning material and equipment’s properly.

Maintains equipment in proper state of repair.

Bringing down the garbage bags to the garbage room.

Vacuuming, spotting and shampooing the carpet.

Cleaning toilets in public area.

Using cleaning materials equipment’s and machines

correctly.

Grooming and dusting.

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To follow a routine

schedule and maintain par

stock of mini bar items to

ensure highest standards

are delivered.

Duties:

Ensure proper use

and care of

equipment.

Control and ensure

par stock is

maintained for all

mini bar items as

well as guest

supplies, amenities

and cleaning

chemicals.

Prepare daily

consumption

summary and liaise

with room maids on

replenishment of

items in room.

Check inventory

according to

schedule.

Keep track of expiry

dates of mini bar

items

Ensure all

consumptions is

properly posted on

the hotel PMS.

MINI BAR ATTENDANT

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HOUSEKEEPING ATTENDANT

(LINEN RUNNER)

Responsible for delivering, receiving, sorting and issuing of hotel linen as well as

delivers cleaning and guest supplies.

The duties are:

Distributes clean linen to pantry.

Distributes soiled linen to laundry.

Delivers guest request, such as extra bed, toothbrush, razon and addiotional

mineral water.

Polishes guest shoes and deliver them back to guest room before end of the

shift.

Cleaning and emptying stand ashtray.

Bringing up the guest supplies to the maid stations.

Helpts the room maid to carry heavy items.

ROOM ATTENDANT (CHAMBERMAID / ROOM BOY)

Ensures guest services specified by superior and guest requests are promptly met.

Replenishes guest supplies.

Responsible for the cleanliness of mini bar rack and refrigerator.

Post any mini bar consumption.

Using cleaning material and equipment properly.

Ensures economical use of all cleaning and guest supplies.

Meets with superior and takes on daily assigned tasks.

Perfoms related duties and special projects as assigned.

Make sure that uniforms is spotless at all times.

Follow up action the supervisor’s instruction.

Carries out all related duties as instructed by his or her supervisor.

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Ensures flower arrangements and vases are

in a good condition at all times.

Coordinates, and ensures on preparing

flower arrangements and vases for guest

rooms, functions, food and beverages

outlets and public areas.

Liaison with executive housekeeper,

assistant housekeeper on the purchasing of flowers.

Coordinates with food and beverages, front office department for special guests,

requests or VIP guests.

Replace arrangement and vases.

Responsible to collecting the flower arrangements after any banquet function.

Ensures that working area and equipment always clean and health at all times

according to set standards.

Responsible on maintaining of flower receptancles in all areas of the hotel.

Responsible that the flowers are use as long as possible.

This person coordinates overall activity of the

laundry to achieve maximum efficiency and

productivity as required by the hotel.

Duties:

Prepare, plan and action the working

schedule for all laundry employees.

Assist the executive housekeeper with

all training requirements.

Checks and assist in maintaining

accurate and proper inventory of all linen,

uniforms and chemicals to prevent loss and

waste of any nature.

Liaise with other department on daily

basis to ensure all guest laundry, hotel linen and uniform are dealt with and

followed up.

LAUNDRY MANAGER

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A laundry supervisor makes

sure a laundry facility is

operating as smoothly as

possible. Laundry supervisors

are in charge of managing

laundry workers. They also

oversee the actions of patrons

within Laundromats. Laundry

supervisors may also share some

of the same duties as their

subordinates. According to the

Occupational Information

Network, responsibilities of a

typical laundry worker may

include the operation of washing

machines to wash industrial or household articles. In general, laundry workers deal with

cloth garments. Laundry supervisors are responsible for achieving a certain level of

customer and personal service, as well as making sure operations run smoothly. They may

also be in charge of training newly employed laundry workers and providing expert

answers to the questions of workers and patrons.

When you bring your clothes to a dry

cleaner or laundromat, laundry attendants

help you. They are also in charge of

providing clean sheets at institutions, such

as hotels and hospitalsAccording to the

Department of Labor's Occupational

Information Network, laundry attendants

wash or dry clean household or industrial

materials. They may work with leather,

suede, blankets, fine linens, draperies and

rugs.

LAUNDRY SUPERVISOR

LAUNDRY ATTENDANT

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The washer-man is responsible to wash all dirty

cloths. This person has to understand how to

operate the washing machine and what is the

chemical function for also knowing about the

lable or each type of material and separate

colour as required.

Duties and responsibilities:

Washing of all dirty garments, taking

care that no damage of linens or

garments.

Using the correct amount of chemicals

as listed on the wash formula· s change,

set by laundry manager.

Response malfunctioning of equipment.

Checks daily consumption (chemicals,

water and steam supplies ).

Keeps the area and equipment s clean.

Separates the linens according to lable.

Weighing and loading the linens or

garments into the machine.

Any other duties assigned by laundry

manager

WASHER

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Images From Housekeeping Department Of A

Hotel In El Salvador

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FACULTY OF SOCIAL SCIENCES

ENGLISH DEPARMENT

HOUSEKEEPING DEPARTMENT MAGAZINE

SUBJECT:

HOTEL MANAGEMENT AND TOURISM

TEACHER:

LIC. ERNESTO PANIAGUA

SECTION:

01

STUDENT’S NAMES:

GONZALEZ ESCOBAR, YOSELIN MADAI

MARTINEZ ESCOBAR, VANESSA BEATRIZ

MORALES GUILLEN, LILIBETH CONSUELO

POSADA MARROQUIN, ANDREA MARCELA

RAMIREZ BAIRES, ROXANA MICHELL

SAN SALVADOR, OCTOBER 20TH, 2012