Basics of Housekeeping

THE HOUSEKEEPER AND THE ORGANIZATION OF THE DEPARTMENT

In any residential establishment, be it hotel, hostel or hospital, the basic requirements of the guest are for food, drink and accommodation; accommodation being the space and facilities needed for sleeping and/or living.

   On arrival the guest enters the foyer or entrance hall and gains an impression of the establishment from what can be seen, mainly from the appearance that it presents. From the reception desk the guest goes to the lift, staircase or corridor to reach the allocated bedroom, possibly passing the longue and other public areas. On reaching the room the guest probably has time to explore the surroundings more closely; he or she takes a closer look at the décor, the furnishings and furniture, especially the bed, and the cleanliness and comfort of the surroundings. By this time the guest is better able to judge the standards of the establishment and to decide whether it is likely to meet with requirements and to provide satisfaction. This first impression is probably obtained before the guest has had any food or drink; in fact the guest may neither eat nor drink in the establishment at all, therefore the basic service provided should be a good night’s rest in clean, comfortable and safe surroundings. In a hotel the letting of accommodation earns most money and the satisfaction of the guest is of prime importance.

  In any establishment there are three departments particularly concerned with accommodation:

1.     The reception department, whose staff sell and allocate the accommodation;

2.     The housekeeping department, whose staff plan, provide and service the accommodation;

3.     The maintenance department, whose staff provide adequate hot and cold water, sanitation, heating, lighting and ventilation as well as maintaining and repairing individual articles and areas within the accommodation operation.

Housekeeping may be defined as the provision of a clean, comfortable and safe environment. It is not confined to the housekeeping department as every member of staff in the establishment should be concerned with the provision of these facilities in their own department, eg the chef ‘house keeps’ in the kitchen, the restaurant manager or head waiter ‘house keeps’ in the restaurant, and the general manager has overall responsibility.

Housekeeping, domestic administration or accommodation services is therefore essential in all types of establishments, whether hotels, clubs, hospitals or hostels etc, in order that there shall be comfort, cleanliness and service, and all these should be the concern of every member of the establishment.

JOB TITLES

The responsibility for housekeeping may belong to a woman (in the past it as almost entirely confined to women) but men are now becoming more involved, particularly in hospitals, and the exact title of the person responsible varies from one establishment to another.

  In hotels, ‘housekeeper’ is still the usual term but there are small hotels run by husband and wife where the manageress may, in fact, be the housekeeper, although she would obviously prefer to be known as the manageress as this confers a higher status. In others, an assistant manager may organize the housekeeping department.

  In hostels and university halls of residence, domestic bursars may be engaged, one of whom is responsible for the housekeeping; but, where the welfare of the residents comes within the scope of this person, the term warden is more usual.

 In hospitals, ‘domestic services manager’ is the title used and in boarding schools and homes for children and the elderly, the term ‘matron’ can be appropriate.

It is one of thing to give the correct title to the person responsible for housekeeping in a particular establishment, but it is quite another matter to find a suitable title when referring to establishments in general. There is the choice one of the following:

Accommodation manager,

Executive housekeeper,

House keeper

Domestic services manager,

Bursar,

Warden,

Matron.

However, throughout this book the appropriate titles will be used where possible, and where this is not so, the term housekeeper will be used, irrespective of the type or size of the establishment or house.

  A similar problem arises with regard to the word guest/resident/patient/customer, etc, and so again the appropriate word will be used where possible, otherwise the word guest will be used generally.

MANAGEMENT IN DIFFERENT ESTABLISHMENTS

The management of the accommodation or housekeeping department will be influenced by such factors as size, type, and location of the establishment and no two housekeepers will manage their departments in exactly the same way. However, whether the department is large or small, luxury or medium class, for short or long stays, from the commercial or welfare field, management expects the department to be run with the highest degree of efficiency and at the lowest cost.

 Whereas the guest in any given establishment has the same needs as far as accommodation is concerned, ie a clean, comfortable and safe environment and the need to feel welcome and to be treated cheerfully and courteously by the staff, the same standard of accommodation cannot be expected throughout the wide range of establishments available.

 Within the different types of accommodation there are variations in the

    Size of areas provided

    Facilities and furnishings provided

    Services offered to the guest

and the standards are generally determined by how much the guest is paying. For the guest to be satisfied services must be offered, but for a satisfied guest there must be efficiency with in the standards decided on and, from the establishment’s point of view, the areas and service must be planned so that the accommodation can be put to the best possible use with regard to appearance and earning power.

The standard and tone of the housekeeping department plays a large part in the reputation of the establishment and in the determining whether guests are satisfied with their stay and, in the case of hotels, wish to return. Whereas the type of service offered differs greatly from one establishment to another, and housekeeping in hotels and expensive clubs may be more specialized than in other establishments, the basic problems of administration are similar. Efficiency in housekeeping should lead to the comfort and well being of the occupancy; and in hospitals the patient should leave satisfied that, as well as receiving medical and nursing care, his comfort had been considered. Besides this, efficiency in housekeeping should contribute to the saving in costs of labor, cleaning materials and equipment, furnishings and the like, In every type of establishment.

All housekeepers should be concerned with the cost efficiency of their departments but an executive housekeeper normally spends a great deal of time on administrative work and she often has to make a real effort to leave the office and get around the department/

 The housekeeper who has the ability and personality to:

Make guests feel welcome

Inspire confidence

Smooth over difficulties and

Train her staff

Is an asset in any establishment and should save management many headaches.

The aims of the housekeeper are to:

·        Achieve the maximum efficiency possible in the care and comfort of the guests and in the smooth running of the department,

·        Establish a welcoming atmosphere and a courteous, reliable service from all staff of the department,

·        Ensure a high standard of cleanliness and general upkeep in all areas for which she is responsible,

·        Train control and supervise all staff attacked to the department,

·        Establish a good working relationship with the other departments,

·        Ensure that safety and security regulations are made known to all staff of the department,

·        Keep the general manager or administrator informed of all matters requiring attention.

There are certain similarities in the areas for which the housekeeper is responsible in all establishments. As an example the areas in a hotel are broadly:

Bedrooms, single, twin or double, with or without private bathrooms suites,

Lavatories and public bathrooms,

Games rooms and other leisure areas,

Corridors and staircases,

Cloakrooms,

Conference rooms.

A housekeeper’s work in any establishment may consist of some or all of the following:

·        Co-operation with other departments;

·        Engagement, dismissal and welfare of staff;

·        Deployment, supervision, control and training of staff;

·        Compilation of duty roasters, holiday lists and wage sheets;

·        Checking the cleanliness of all areas for which she is responsible;

·        Completion and/or checking of room occupancy lists;

·        Dealing with guest complaints and requests;

·        Reporting and checking of all maintenance work;

·        Control and supervision of the work of the linen room and possibly an in house laundry;

·        Dealing with lost property;

·        Control of all keys in the department;

·        Prevention of fire and other accidents in the department;

·        Care of the sick and provision of  first aid for staff and guests;

·        Ordering and control of stores, equipment etc, in the department;

·        Being willing to advice on the interior design of the rooms, cleaning and associated contracts, pest control;

·        Keeping inventories and records of equipment, redecoration and any other relevant details of the department;

·        Floral decorations.

In hospitals the work of the Domestic Services Manager may also include:

·        Management of staff residences;

·        Housekeeping and ward orderly services;

·        Refuse control;

·        Management of clothing in long-stay hospitals.

This list of duties is long and in order to run the department efficiently, the housekeeper as to delegate some of the work to her assistants while retaining overall responsibility. In smaller establishments the housekeeper is much more concerned with the day-to-day routine work and, at times, may have no assistants on duty with her.

The status of the housekeeper varies considerably, depending on her experience, length of service, strength of character and personality as well as on the type and size of the establishment. Depending on her status, her accommodation may be self-contained flat; a suite or a bed-sitting room, or she may be non-resident.

A housekeeper’s attributes should include:

·        An interest in people and tact in handling them,

·        A pleasant personality and the ability to converse with all types of people,

·        An ability to hide personal likes and dislikes, and to be conscientious, fair and just,

·        Strictness regarding punctuality and the keeping of necessary rules, loyalty to the establishment and to her staff,

·        Critical powers of observation,

·        A sense of humor,

·        An adaptability and willingness to experiment with new ideas, use initiative and take responsibility,

·        A cool head to deal with any emergencies,

·        The possession of a strong heart and good feet.

If all these attributes were to be incorporated in one person, they would be a paragon, thus few of these can be missing if a housekeeper as a sense of humor and a pleasing personality.

The housekeeper comes into contact with many types of people, management, staff, guests, and others, some of whom may be of foreign origin, which can present language problems. Communication then becomes difficult, requiring great patience and tact on the part of the housekeeper and other members of the staff.

To sum up, it may be said that while a housekeeper’s life is a busy one, requiring patience, skill and good humor, it is also very varied and satisfying.

When considering a housekeeping department it must be realized that guests may stay in an establishment for convenience, for pleasure or from necessity, and that there are different types of establishment, that many variations within one type exist and that, however similar, no two places will be run in exactly the same way.

CLASSIFICATION AND ORGANIZATION

To classify very broadly, there are establishments which satisfy commercial needs and others which satisfy social needs (the welfare sector). In the former category are hotels of various kinds, motels, town and country clubs, boarding houses and holiday camps and in the latter category are university halls of residence, hospitals hostels and ‘homes’ of various kinds.

In many of these establishments the housekeeper ill have one or more assistants working for her. The assistants will supervise those undertaking the actual cleaning and carryout work delegated to them by the housekeeper. The assistants, or supervisory staff, may be given different titled in establishments, as may the operatives

Different titles for housekeeping staff

Supervisory staff	Operational staff
eg floor supervisors       assistant housekeepers       floor housekeepers       domestic supervisors       assistant bursars       assistant wardens	eg room attendants      room maids (chambermaids)      domestic assistants      domestics      ward orderlies      ward maids      maids      cleaners      housekeepers

As the size of the establishment increases, so the housekeeper requires more supervisory and operational staff and one of her assistants may be her deputy or first assistant. Unlike other establishments, in the National Health Service assistant domestic services managers do not supervise staff.

In the case of operational staff: in some establishments there may be several categories with individual names indicating the type of work or place of work, eg room maids (room attendants), staff maids cleaners and house-porters in hotels, ward orderlies and ward maids in hospitals; while in other establishments, the operational staff may be called ‘maids’ or ‘domestics’ or cleaners’ without any reference to their place or type of work.

Men have always undertaken some housekeeping duties in the Navy on board ship and in the other Armed Forces, as well as in other establishments- there are male room attendants, ward orderlies etc., throughout this book the term maid or room maid is used without discrimination.

Commercial Sector:

In the commercial field guests are charged according to the type of accommodation and service they are offered. Thus hotels and motels may be classified and follows:

1.     First-class luxury hotels with private bathrooms, suits and lounges, where the décor is luxurious and provision is made for particular personal services to the guests. This type of hotel will inevitably be very expensive and employ many staff, and there are only a few such hotels in the UK.

2.     Good hotels having private bathrooms, some suites, lounges and good décor very comfortable but giving less personal service and so less expensive.

3.     Medium-class hotels where comfort and furnishings are adequate but personal service is cut to a minimum, thus these hotels will be cheaper.

4.     Small hotels with less than 50 bedrooms, where the furnishings and tariff vary tremendously. In such hotels the owners may work as the manager and assistant manager, with a general assistant and few other staff.

Some or all staff may combine jobs, eg the room maid may be a relief waitress and the housekeeper may serve early morning tea. This type of hotel is not easy to deal with as far as teaching is concerned, but it is by far the largest group in this country and there is great variation in the type of accommodation and service offered.

5.     Motels, Post Houses and motor hotels are specialized establishments catering for motorists, situated on main trunk roads. Fewer staff is employed and more ‘do-it-yourself’ equipment is found. Motels usually have parking facilities close by the accommodation.

Expensive clubs in town or country, providing facilities for recreation and relaxation with some sleeping accommodation, are run very much on the lines of a first class hotel.

Holiday camps generally consist of chalet-type accommodation and the amount of service varies. In some places cooking facilities are provided for the guests.

Boarding houses are small hotels, generally with simple furnishings and providing little service.

In a hotel it is generally accepted that a head housekeeper is one who supervises three or more assistant housekeepers. The housekeeper in any hotel may be responsible for the following members of staff:

Assistant housekeepers (floor housekeepers or floor supervisors) who supervise the maids and carryout work delegated by the housekeeper. While the total number will vary according to the type of hotel, a general rule is one assistant housekeeper for 50 rooms.

Room maids who are responsible for the servicing of the guest’s bedrooms private sitting rooms and often private bathrooms, and who are on call for service to guests. A maid may be expected to service 10-15 rooms in an eight hour shift eg 7am to 3pm or 8am to 4pm.

Staff maids who clean the rooms of the living-in staff.

Cleaners who are usually part-time whose job it is to clean offices, public rooms, bathrooms and ladies cloakrooms. In some hotels this work used to be done by full-time housemaids or corridor maids. There are firms which undertake contract cleaning and some hotels use this service, but the housekeeper still ‘vets the work.

Linen keeper who supervises the work of the linen room and who may have several linen maids to assist her in providing clean ,presentable linen throughout the house.

Cloakroom attendant who looks after the ladies powder room.

House porters whose work consists of the removal of rubbish, the shifting of furniture, heavy vacuum cleaning and other odd jobs.     

Head Housekeeper

            

Linen Keeper                                          Assistant Housekeepers                              Florist

                                                                 (Floor housekeepers)

Linen maids                                                                                                                Assistants

                                    

    

Room maids  Staff maids   Cleaners  House porters  Valets    Ladies Cloak room assistants

Valets, who usually only work in first-class hotels, are responsible for the valeting of the clothes of the guests and may combine this with some of the less dirty jobs of the house porter. Valets may be members of the uniformed staff.

A florist may be on the housekeeping staff, but in some hotels the house keeper or her assistants may arrange the flowers and in others there may be contract arrangements.

Window-cleaning is most usually done on contract but large hotels may have window cleaners on their staff.

A general assistant is one who may be expected to work in any department of a small hotel at any job and so at times may work in the housekeeping department.

In most hotels it is usual for the manager to confer with the heads of departments regarding matters concerning their departments. The manager’s understanding of the work of each department is helpful for all concerned. He (or she) should inform the housekeeper of alterations or arrangements which may affect the running of the department, and she should inform him of any disturbances or unusual occurrences created by guests in their rooms, and any other matters which may require the general manager’s attention or advice.     

General Manager

Assistant Managers

                                        

Front Office                Kitchen                            Administration                  Bars

                                                                              and Accounts

                         Restaurant                     Housekeeping              Maintenance

Figure: Relationship of the housekeeping department to the managerial and other departments in a hotel

WELFARE SECTOR

In establishments satisfying a social need a reasonable standard of cleanliness and comfort is expected at the lowest possible cost, and there are tremendous differences in staffing and in services offered throughout the wide range of establishments in the group. Although classification is difficult there are two main areas:

 Hostels, homes and university or college halls of residence hospitals

Hostels

Hostels for young people and university halls of residence are medium –to long-stay establishments. Staff are kept to a minimum and students may be expected to make their own beds, to keep their rooms tidy etc. Rooms may be cleaned weekly and, apart from in public areas, there may be little or no cleaning at weekends. Some hostels are self-catering, so cooking (and frequently laundering) facilities are provided.

Bursar / Warden / Housekeeper

Assistant (catering)                                                              Assistant (housekeeping)

                                                                            

                                                                        Cleaners                          Porters            

 Linen maid

Figure: Organization chart of a hostel or ‘home’

A bursar/warden/housekeeper/halls’ manager is normally responsible for the general administration of the hostel, the catering and housekeeping, and the maintenance of the building and grounds. Where the establishment is large enough, the day-to-day running of the catering and housekeeping departments is delegated to assistants trained in the particular field. There may also be a warden who will normally combine an academic post with that of being responsible for the welfare and discipline of the residents.

 The bursar is responsible for:

Assistant bursars, one or more of who will supervise the minds and undertake the day-to-day running of the housekeeping department.

Maids/cleaners/domestic assistants who are often part-time and do the work assigned to them by the assistant bursars.

Porters/male domestics, who do the heavier and dirtier work of the house and any other odd jobs.

Linen maid who looks after the work of the linen room.

Window cleaning is normally done on contract, but it may be done by the porters.

Steward

                                                                                                                                     

 Catering Officer                                                                                                  Hall Administration Officer

                                                                                                                                                                                     

                                                                                                                                                      

                                                                         Assistant                     House keeper             Cleaning Superintendent

                                                            Administration           Assistant House keeper     (lecture theatres

                                                            Officer                   Charge hands                    Admin. block etc)

                                                                                          Domestic Assistants

                                                                                           (male and female)

Figure: Organization chart of a university

On a university campus there may be a number of halls of residence which from the administrative point of view, are dealt with as one. Terminology of staff varies from one university to another and above is a specific example of one university.

 Some residential homes, particularly for the elderly, may be run on the lines of a small hotel and there are places where the person in charge, eg the lines of a small hotel and there are places where the person in charge, eg the matron, may have nursing rather than housekeeping or catering experience.

Hospitals

In hospitals, the staff residences may be likened to hostels or university halls of residence. The residents rooms normally receive a weekly clean and sometimes residents clean their own rooms with equipment provided by the hospital

  Hospitals also contain administrative areas, laboratories, training schools, laundries, kitchens and patient areas. Some of these are prestige or high risk areas, eg operating theaters and renal, transplant and premature baby units. In these and other patient areas great emphasis must be laid on the control of infection.

 The extent and scope of the services organized into the domestic services departments in hospitals varies widely throughout the National Health Service from a basic cleaning service to a fully developed housekeeping service. The staffing structure of the domestic services department is different from other establishments and the names of the certain grades may be found confusing, eg senior housekeepers in hospitals are of the highest grade and the assistant domestic services manager is at managerial and not supervisory level. 

   Managerial posts are graded according to a points system which relates floor area to points in the ratio of one point to 500 sq. m. The structure is as follows:

 District Advisor/Domestic Services Managers (DA/DSM) are accountable to an administrator for the

-provision of professional advice on a district-wide basis

Task of appealing to all kinds of guests becomes overwhelming. To make a room appealing to a guest is the task of housekeeping which has to ensure the basic human needs of comfort and security. Thus the personal effort the housekeeping department makes in giving a guest a desirable room has a direct bearing on the guest’s experience in a hotel.

 This manual attempts to give readers that technical and human approach to housekeeping which will make their hotel the most sought after.

LAYOUT OF THE HOSEKEEPING DEPARTMENT

Linen            Tailor Shop          Linen & uniform room   Store                                                                                                                                    Laundry                                                                     Employee exchange counter                                                                                                                                                                                  Upholstery Executive housekeeper           Secy           Housekeeping desk control  Housek-   and furniture yard           Flower Ro                                                                                                                eeping supplies                                                                                                                    store                                                                Lost & Found

There is no ideal or universal model for the layout of a Housekeeping Department. The layout differs from hotel to hotel and is dependent upon its size and physical space limitation. However, if the housekeeper is involved in the facility planning stage, she must be told the number of function rooms and the volume of business anticipated so as to estimate the amount of linen required as also the types and sizes of table clothes to cater to a variety of tables. She must also determine whether the management intends to contract out horticulture, tailoring, maintenance, upholstery, etc. to include or preclude space for such activities. It is important not to ask for space more than is actually required because space is limited and entails cost. It is necessary to estimate carefully the traffic flows and size of equipment, trolleys, etc. that need to be moved around so that there is no cluttering and congestion. As a rule of thumb, the following spaces would have to be provided for the essential activities of the department.    

Housekeeper’s Office

This is the main administration centre for the department. It must be an independent cabin to provide the housekeeper with silence to plan out her work. It will also provide her the privacy to counsel her staff or hold departmental meetings. It should preferably be a glass paneled office so as to give her a view of what is happening outside her office. The office should be preceded by a cabin for the secretary who would control movement in to the House keeper’s Office.

Desk Control Room

This is the main communication centre of housekeeping. It is from here that all information is sent out and received concerning the department. It is the nerve centre for co-ordination with the front office, banquets etc. The Desk Control Room should have a desk and a chair with preferably more than one telephone. It should have a large notice board to pin up staff schedules, day-to-day instructions, etc. The Desk Control Room is the point where all staff report for duty and check out at the duty end. It would normally adjoin the Housekeeper’s Office.

Linen Room

This is the room where current linen is stored for issue and receipt. The room should be large, airy and free from heat and humidity. It should have adequate shelves, easily accessible, to stack all linen. It should be secure and offer no possibilities of pilferage. (Linen is expensive and the linen room stores linen worth several thousands of rupees.) The linen room should have a counter across which the exchange of linen takes place. The room should preferably be adjoining the laundry (if the hotel has one) so that the supply of linen to and from laundry is quick and smooth. Only authorized personnel working in the linen room should be permitted to enter it.

Linen Uniform Store

This room stores the stocks of new linen cloth materials for uniforms, etc. the stock maintained should be enough to replenish the whole hotel once over. However, these stocks are only touched when the current linen in circulation falls short due to damage or loss. The room should be cool and dry. It should be provided with shelves and racks to store all linen and uniforms. Larger hotels may have enough space for an independent uniform Store in addition to a Linen Store

Uniform Room

This room stocks the uniforms in current use. It is possible that smaller hotels may choose to combine the Uniform Room with the Linen Room. A separate Uniform Room really depends on the volume of uniforms in circulation. The only difference would be that the uniform room would have adequate hanging facilities as many uniforms are best maintained when hung.

Tailors Room

This room is kept for house tailors who attend to the stitching and mending work of linen and uniforms. If the house policy is to contract out all tailoring and mending work, the tailor’s room could be avoided.

Lost and Found Section

This should be a small space away from the thoroughfare, secure, cool and dry with a cupboard to store all guest articles that are lost and may be claimed later.

Flower Room

This should be an air conditioned room to keep fresh flowers for such flower arrangements as the hotel may require. The room should have work tables, a sink and a water supply.

Floor Pantries

Each guest floor must have a floor pantry to keep a supply of linen, guest supplies sand cleaning supplies for the floor. It is the housekeeping nerve centre for the floor. The floor pantry should keep one complete set of linen for that floor over and above what is in circulation in the rooms. The pantry should be away from guest view and situated at the service landing near the service elevators. It should have shelves and cupboards to stack all linen and supplies.

Heavy Equipment Stores

This will be a room to store bulky items, such as vacuum cleaners, shampoo machines, ladders for chandelier or window cleaning, etc. The room should be clean and dry. It should also be securely locked to avoid stealing or pilferage by other departments.

Green House

As horticulture comes under housekeeping normally, a green house to foster specialized plants is necessary in the garden areas. The green house should have wooden racks to store pots. etc.

Horticulture Equipment Store

There are a number of garden equipments such as lawn movers, spades, rakes, and pots etc. that are essential to gardening operations. These need to be stored safely. A store close to the gardening operations must be provided. The larger the landscapes to be tended, the larger will be the storage measurements.

ORGANIZATION OF A HOUSEKEEPING DEPARTMENT

The scope of the housekeeping embraces the entire hotel. Naturally, the largest work force of the hotel belongs to the Housekeeping Department. It would be appropriate at this stage to ascertain as to who comprise Housekeeping Department and what their roles are in brief. The following figure gives a typical departmental organization chart of housekeeping in a large hotel. This structure could be modified according to the size of the hotel and the wage bill budgetary constraints.

Executive  Housekeeoer

 

Assistant Housekeeper

                                                             

Linen/                                                  Floor Supervisor                         Public            Horticulturist

Uniform    Desk control Supervisor                       Night supervisor   Area Supervisor

Room Supervisor                                     Room Attendants    Head   Cloak Room  Head Gardener

Tailors Upholsters   Attendants                                               Houseman   Attendant       

                                                              Houseman                  Houseman                          Gardener

Housekeeper

Housekeeping supervisor

                                                                             

             Sr. Attendant Linen Room        Head Room Attendant                      Head Houseman

                                                                 Room Attendants                                                    Public

                                                                                                                                                  Areas                  

          Helpers                                            Houseman                                  Houseman

FIG: Organization structure of a housekeeping department-Small hotel

Executive Housekeeper

Responsible and accountable for the total cleanliness, maintenance and aesthetic upkeep of the hotel. This is achieved with the resources available to her of man power, materials, machines, money, space, and time.

Assistant Housekeeper

May be one for each shift of a large hotel. She may be the housekeeper of a small hotel or the only deputy to the Executive Housekeeper of a medium-sized hotel. She manages the resources given by the Executive Housekeeper to achieve the common objectives of cleanliness, maintenance and attractiveness in a given shift. Her accountability normally ends on the completion of her shift.

Uniform Room Supervisor

A non-management person solely responsible for providing clean serviceable uniforms to the staff of the hotel. As the hotel staff are all practically in uniforms her task is gigantic as she has to keep an inventory control on various uniforms at various stages of use, such as, when sorted ones are handed over, are those which are being washed or dry-cleaned in the laundry, or those on the person of the staff, or those in store for issues.

 She would set the systems of control as also the budget for the procurement of additional material for room uniforms.

Uniform Room Attendants

The Uniform Supervisor is assisted by Attendants who actually do the issue of uniforms while receiving soiled ones for onward transmission to the laundry. These attendants are in actual contact with the staff.

Helpers

They are to be found both in Uniforms and Linen Rooms and do the physical work of transporting, counting and bundling of uniforms and linen.

Linen Room Supervisor

 A non-management person solely responsible for the acquisition, storage, issue and cleanliness of linen in its various forms. Types of linen are many, some of which are bed sheets, towels, table clothes, table napkins, etc. Hers is a mammoth task to keep track of all linen as they would number in thousands.

Linen Room Attendant

Assists the Supervisor by actually issuing linen and filling such records as necessary.

Floor Supervisor

Responsible for the cleanliness, maintenance and attractiveness of all public areas which include restaurants, bars, banquets, gardens, administrative offices, shopping arcade, health club, swimming pool, main entrances and car park areas.

Room Attendants

Known also as chamber maids or room boys. They do the actual cleaning of guest rooms and bathrooms allotted to them. They are not responsible for the cleanliness of corridors, guest elevators or floor pantries.

Housemen

Usually handy men who do the heavy physical cleaning required in guest rooms and public areas. Their job would include heavy duty vacuuming, shifting of furniture, cleaning of window panes, mopping, brassoing, sweeping, etc.

Head Houseman

Supervises the work allotted to Housemen, especially those in public areas. He would deputize on behalf of the Public Area Supervisor especially at night if state laws prohibit women working at night. In medium-sized hotels he could be the person in charge of housekeeping on night shifts.

Desk Control Supervisor

Is the hub of information dissemination in housekeeping and is thus the critical person in housekeeping operations. The Housekeeping Desk must be manned 24 hours as guests and staff will contact this desk to transmit or receive information concerning housekeeping. It s the Desk Control Supervisor who co-ordinates with the Front Office for information on departure rooms and handing over cleared rooms. The desk also receives complaints on maintenance from Housekeeping Supervisors spread all over the hotel.

Cloak Room Attendants

Cloak room attendants are persons, male or female, responsible for the cleanliness, maintenance and service in public area guest toilets. Their responsibility would include ensuring the supply of clean dry towels, soaps and perfumes, if prescribed by the management.

Hat-checkers

This is a service provided by superior hotels in cold climates. A hat-check room is where hat and heavy overcoats are deposited by guests as soon as they enter the hotel lobby so as to spare them the inconvenience of carrying them around in the hotel. The hat-checker would carefully label these guest articles and hang and store them correctly so as to return them to guests when they are leaving the hotel.

Night Supervisor

Is special in a manner that would require him or her to be able to handle any aspect of housekeeping at night including desk control operations, issue of linen and uniform in an emergency, etc. Her area of activity extends over guest rooms, public areas as also linen and uniform rooms. She is solely responsible and accountable at night for smooth housekeeping through her night brigade and has larger decision-making authority than other supervisors as she is the housekeeper for the night.

Horticulturist

Many hotels may contract horticultural work to an outside agency. However, a large number of large hotels have horticulturists who maintain the gardens of the hotel as well as supply flowers from the gardens for interior arrangement. Flowers are used largely by housekeeping to enhance aesthetically various parts of the hotel. They are used in banquet functions, guest rooms, restaurants, lobbies, offices. etc. The horticulturist would have to ensure smooth supply of flowers as well as assist the Housekeeper in flower arrangements

Head Gardener

Supervises the brigade of gardeners in maintaining hotel gardens and keeping them contemporary each season.

Gardeners

Does the actual digging, planting, watering, etc. of gardens on a day-to-day basis.

Job Descriptions of Housekeeping Personnel

A job description, by its very nomenclature is a written description of the job to be performed in a job position. It specifies the parameters within which a job is done. It is thus a realistic guide to any employee recruited for a particular job. These parameters not only include duties and responsibilities but reporting relationships, authority and control, co-ordination with other departments, status within the departmental hierarchy, etc, professional organizations would normally hand over a job description to all new recruits. This offers several advantages.

1.     The new recruit knows exactly what his or her job entails. This in itself is a vital part of induction.

2.     A job description acts as a basic foundation to set standards of performance. This induces and informs the exact standards expected of them.

3.     The job description ensures that both the superior and subordinate view the job required to be performed in commonality; otherwise this could lead to misperception of the job and thus friction.

4.     It acts as a legal document for any disputes arising out of l lack of role clarification.

5.     It protects an employee from an unreasonable superior who may like to overburden an employee through unnecessary role deviations.

In addition to job descriptions are job specifications. A job specification stipulates the type of person required to do a particular job as defined by a job description. Figure is a typical format for a job specification as also points that explain it.

Job Title(1)                                  Category(2)                     Educational Qualification(3) Age Limits (4) Equipment skills(5) Physical Qualifications(6) Mental Qualifications(7) Personality Considerations (8) Language Skills Required (9) Previous Experience Desired(10) Special requirements(11) Breif description of Job (12)

                                                                  

 

      

                            

                                                                                                             

12 POINTS THAT EXPLAIN JOB SPECIFICATIONS

1)    Indicates job by name, e.g. Room Attendant Houseman.

2)     Entry should be “management” or ” non-management”. If  non-management” explain if “Skilled”, “Semi-skilled” or ” Unskilled”.

3)    States educational requirements.

4)    Give a range of age. Be careful of minimum age permissible by law.

5)    If job requires the handing of equipment, e.g. vacuum cleaner, shampoo machines etc.

6)    If job requires special physical traits such as a minimum height, physical strength etc.

7)    Enter any mental requirements as simple accounting, conceptual skills, etc.

8)    Note aspects such as social skills, physical appearance , grooming, especially for the guest contact jobs.

9)    Note the languages that the potential candidate must have.

10)  Enter any minimum experience required.

11)  Any additional special requirements such as ability to work under heat and humidity, etc. are noted here.

12)  In a few sentences describe basic activities involved in the job.

Executive Housekeeper

This is one of the most important positions in the hotel since it carries responsibility for the cleanliness, maintenance and aesthetic appeal of facilities in order that they are sanitary, desirable and in saleable condition. The good housekeeper, because of the need to co-operate with many other department heads, must possess a high degree of tact as well as good organizing ability. To achieve an understanding of the total scope of the job, given below is a typical job description.

Job Description

Title of position:

Reports to:

Supervises:

Co-ordinates with:

Scope of Job:

Executive Housekeeper

   Hotel General Manager

  All Housekeeping Employees

  Food and Beverage Manager, Chief Engineer, Front  Office Manager, Night Manager and Laundry Manager

1. Supervise and be responsible for cleanliness, order and appearance of the hotel rooms and public areas, annexes, cottages, employees, facilities, service

corridors, linen and uniform rooms and shopping arcades.

1.     Schedule, recruit, train, and recommend hiring, discharging and discipline of all department employees through management ad in accordance with labor regulations.

2.     Prepare reports as required.

3.     Participate in all departments head meetings.

4.     Supervise preparation of maintenance requisitions and maintain follow up file to ensure that all public areas and guest accommodations do not deteriorate from standard.

5.     Train all employees to perform the standard procedures as applicable to their job positions.

6.     Develop and recommend standard procedures for new tasks or changed conditions.

7.     Inspect personally, and supervise inspections by Assistants of all areas in a frequent and unvarying schedule.

8.     Pay particular attention on inspection to the presence of orders and pests.

9.     Work closely with the general manager on Day –to-day Housekeeping requirements.

10.                                                                                                                                                                                                                                                           Supervise all linens and recommend the maintenance of adequate quantities of cleaning supplies with dew regard to delivery requirements and import restrictions.

11.                                                                                                                                                                                                                                                           Develop and supervise the maintenance of the lost and found procedure including the disturbance of unclaimed articles to employees.

12.                                                                                                                                                                                                                                                           Prepare the annual housekeeping budget for submission to the General Manager.

13.                                                                                                                                                                                                                                                           Identify reliable suppliers of housekeeping materials including carpets, linen, etc, and recommend them to the Purchase Department.

14.                                                                                                                                                                                                                                                           Develop Housekeeping systems and procedures and see that they are followed.

15.                                                                                                                                                                                                                                                           Plan,, control and supervise horticultural requirements and commitments.

Among the Executive Housekeeper’s duties, the following should never be overlooked:

1.     Daily inspection of public spaces and employees locker rooms.

2.     The issuance of orders to housemen, window washers, upholstery and furniture yard employees and cleaners. Daily briefing of Housekeeping Supervisors, Room Attendants, Uniform Room and Linen Room Supervisors.

3.     Daily checks on the quality of housecleaning in guest rooms with particular attention to suites.

4.     Checking incoming order of supplies.

5.     Immediate attention to complaints.

6.     Inspection trips of shops, linen room and guest rooms and the issuance of instructions for correction.

7.     Coordinating the preventive maintenance schedules of rooms with the Maintenance Department.

8.     Daily review of the reports of Deputy Housekeepers/Supervisors and/or Head Houseman.

9. Immediate attention to requests from guests and to orders and requisitions involving replacement or change of room equipment.

10. Frequent contact with the interior Decorating Services covering proposed work, work-in-progress and finished work.

Job Specification

Job Title:

Category:

Educational Qualification:

Executive Housekeeper

Management

Age Limits:

Equipment Skills:

Physical Qualification:

Mental Qualification:

Personality Considerations:

Language Skills:

Experience required:

Special Requirements:

Minimum graduate preferably in Home science or a Diploma in Hotel Management

30-45 years. Higher age will be considered on individual merits

Knowledge of all housekeeping Equipment

Healthy and Sturdy

Should be able to prepare a budget

Must display leadership skills

Written and spoken English and/or Hindi and the local language

Minimum 5 years as a Deputy Housekeeper or In charge of Hospital, or college hostels.

Should be good at managing resources of money, materials, space, time, men and equipment. Should have training skills and an eye for detail

Housekeeping Supervisor

This position should be occupied by a competent, personable individual who knows her employees well and is, above all, able to meet the public. The latter requirement is important since supervisors are actually representatives of the Executive Housekeeper in the areas assigned to them.

Job Description

Title of Position:

Housekeeping Supervisor.

Reports to:

Supervises:

Co-ordinates with:

Scope of job:

SAssistant Housekeeper

Housekeeping employees allotted to her area of activity

Front Office, Engineering, Laundry, Room Service.

Public Area

1.     Check all public areas against area check-lists   and see that they meet the standards of cleanliness stipulated.

2.     Remove furniture, curtains and other fixtures, which require repairs, mending, spotting, washing, etc.

3.     Maintain a regular and complete advance scheduled programme for renovating public

areas after receiving the final concurrence of the executive housekeeper.

4.     Prepare schedule for the chandelier cleaning crew

5.     Prepare Schedule for the carpet shampoo crew.

6.     Inspect staff turnout.

7.     Train new recruits.

8.     Submit performance appraisals of staff working under her control.

9.     Clean safety and security systems in public areas,    e.g. locks, shutters, etc.

10.                        Account for furniture movements, if any.

11.                        Initiate the follow-up maintenance orders for public areas/service area under her control.

12.                        Check and control equipment like hovers, floor washing machines, floor polishing machines, carpet shampoo and beating machines and ensure that they are used correctly.

13.                        Undertake daily roistering of staff when required

Floors

1.     Assign duties to the Floor Houseman and room Attendants.

2.     Inspect staff turnout.

3.     Inspect each room completed by Room Attendants according to specified room checklist and ensure they meet the standards of the establishment’s terms of

cleanliness, functional and aesthetic value.

4.     Check par stocks of linen and guest supplies and cleaning supplies on floors and ensure timely delivery of soiled linen to laundry and requisition fresh linen from linen room, guest supplies/ cleaning supplies from the stores.

5.     Train Room Attendants and Housemen for   maximum productivity and standards of efficiency.

6.     Submit performance appraisals periodically for each staff under her control.

7.     Check all safety systems on the allotted floors.

8.     Liaise with security on security aspects on guest floors.

9.     Account for movement of linen from her floor.

10.       Prepare housekeeping occupancy lists for Front Office.

11.     Check all maid’s carts to ensure it is well stocked with linen and supplies and as per standard layout.

12.     Follow up on maintenance orders sent to Engineering. Sign for work completed.

13.     Liaise with Housekeeping Desk for list of rooms that need to be cleared for sale.

14.     Call room service for the clearance of soiled trays from guest rooms.

15.     Check on the serviceability of all housekeeping equipment on the floor.

16.     Undertake daily staff scheduling when required.

17.     Record “lost and found” items as per laid down norms.

Job specification

Job Title:

Educational qualification:

Age Limits:

Equipment skills:

Physical Qualification:

Mental Qualification:

Personality Considrations:

Language Skills:

Housekeeping Supervisor

Minimum graduate preferably in home science. Senior room attendants may also be considered provided they have six years experience and a craft course in Housekeeping.

26-35 years

Must be able to handle vacuum cleaner.

Healthy and sturdy

Ability to do simple calculations

Should display leadership skill

English, Hindi nd preferably the local language.

Previous Experience:     

Special Requirement:

Three years in a similar capacity

Must have an eye for detail. Social skills to meet guests.

Uniform/Linen Room Supervisor

His /her basic role is to issue uniforms and linen to staff according to systems and procedures laid down by management. Also to control the movement of the soiled and fresh linen and uniforms to and from the linen/uniform room.

Job Description

Title of Position:

Reports to:

Supervises:

Co-ordinates with:

Scope of Job:

Uniform/Linen Room Supervisor

Assistant Housekeeper

Linen room attendants and helpers.

Laundry essentially but all other departments personnel.

1.     Schedule linen/Uniform room staff.

2.     Check periodically the condition of uniform and hotel linen.

3.     Assign daily work to tailors.

4.     Devise and maintain an effective control system to issue clean linen and uniforms.

5.     Co-ordinate closely with the laundry department.

6.     Conduct periodic inventories of linen and uniforms.

7.     Ensure that all linen, uniforms needing stitching, mending are immediately attended to before being sent to the Laundry department.

8.     Ensure that the Linen room is kept neat and clean.

9.     Ensure that all Linen room is kept neat and clean.

10.                        Train the staff to perform their duties effectively and efficiently.

11.                        Maintain all relevant records in respect of material, uniforms/linen- their storage and movement.

Job Specification

Job Title:

      Category:

Educational Qualification:

Age Limits:

Equipment Skills:

Physical Qualification:

Mental Qualification:

Personality Consideration:

Language Skills:

Previous Experience:

Special Requirements:

Uniform/ Linen Room Supervisor

Non-Management-Skilled.

Same as Housekeeping Supervisor

21-35 years

Basic handling of sewing machines.

Healthy and sturdy

Ability to do quick calculations.

Should display administrative qualities

English, hindi, preference to local language.

Five years in a Linen/Uniform Room.

Well organized.

Night Supervisor

Supervises all night force engaged in cleaning public areas and guest rooms of the hotel.

Job Description

Title of Position:

Reports to:

Directly Supervises/Controls:

Limits of Authority:

Co-ordinates with:

Scope of Job:

Night Supervisor.

Assistant Housekeeper

All staff working at night in the Housekeeping Department.

Report on the performance of night crew

Engineering-for maintenance follow-up

Front Office-for receiving, departure rooms and cleaning them for sale.

Security-On securiry aspects.

Lobby Manager-for receiving any managerial decisions

Room Service-for clearance of trolleys from guest floors

For placing complimentary VIP baskets and bars.

Same as given for a Floor Supervisor and Public Area Supervisor.

Job Specifications

Job Title:

Category:

Minimum Educational Qualifications:

Night Supervisor

Non-Management

Age Limits:

Eqiupment Skills:

Physical Qualification:

Mental Qualification:

Personality Considerations:

Language Skills:

21-35 years

.

Graduate in Home Science preferably with a three-year diploma in Hotel Management or one-year craft course in housekeeping.

Knowledge of all housekeeping equipments.

Healthy and sturdy

Should know simple calculations

Should display administrative and leadership skills.

English, Hindi and preferably the local language.

Special Requirements:

Should be mature career-minded woman with an eye for detail.

Room Attendant

This position is perhaps one of the most critical in a hostel as it comes under every resident guest’s scrutiny. His efforts in keeping the rooms clean and safe directly contributes to the guest experience.

Job Description

Title of position:

Reports to:

Supervises:

Co-ordinates with:

Scope of Job:

Room Attendant

Floor Supervisor

Housemen and Trainees

Housekeeping control desk, Laundry, Room Service, Engineering.

1.     Clean guest bathrooms and replenish supplies.

2.     Clean guest bedroom and replenish supplies as per room checklist.

3.     Report missing or broken hotel property to the Floor Supervisor.

4.     Maintain a polite, dignified and helpful attitude towards the guests.

5.     Attend daily briefings and give attendance.

6.     Receive allocation of floor and rooms.

7.     Replenish maid cart with guest supplies, detergents and linen.

8.     Count soiled linen handed over to floor linen room.

9.     Hand over lost and found articles to Supervisor.

10.                        Make physical check of rooms for preparing the housekeeping occupancy List.

11.                        Check that all bulbs and switches are working, in case of defect or fuse, report the same to the Floor Supervisor.

12.                        Change the water glasses daily and fill the water flasks.

13.                        Turn down beds in the evening and draw the curtains.

14.                        Remove and dispose off refuse and rubbish at the assigned area.

15.                        Return keys to the Housekeeping department before going off duty.

16.                        Ensure that housemen polish guest shoes and assist the Bell Boys in carrying luggage when required.

17.                        Prepare room checklist.

Job Specification

Job Title:

Category:

Educational Qualification:

Age Limits:

Physical Qualifications:

Mental Qualifications:

Room Attendant or Chambe-maid

Non-Management –skilled

High school, preferably with a craft certificate in Housekeeping.

21-35 years.

Healthy and sturdy

Should do simple counting

Personality Considerations:

Language Skills:

Previous Experience:

Special Requirements:
Personable and well-groomed

Should understand English and be able to communicate in basic English.

One year preferred.

Must have high personal standards of hygiene and cleanliness. Should have no hesitation to clean rooms and bathrooms.

Uniform Linen Room Attendant

The role of this position is to issue uniforms and linen to staff according to systems and procedures laid down by the management. Also control movement of soiled and fresh linen and uniforms.

Job Description

Job Title:

Reports to:

Scope of Job:

Co-ordinate with:

Uniform/Linen Room Attendant

Uniform/Linen Room Supervisor.

1.     Issue uniforms to all hotel employees on a one-to-one  basis.

2.     Count soiled uniforms/linen received and deliver the same to the Laundry department.

3.     Maintain records of linen and uniforms movement.

4.     Store uniform and linen according to prescribed methods.

5.     Check for damages when receiving dirty uniforms.

6.     Check for fitness of uniforms as per norms laid down before issuing.

1.     Upholsterers and tailors, Linen and Uniforms Room Supervisor, Floor boys and Maids

Job Specification

Job Title:

Category:

Educational Qualification:

Age Limits:

Physical Qualificatios:

Equipment Skills:

Mental Qualifications:

Personality Considerations:

Language Skills:

Previous Experience:

Special Requirements:

2.     Laundry for sending soiled linen and uniforms and receiving fresh ones.

Uniform/Linen Room Attendant.

Non-Management-semi –skilled.

Marticulate.

21-35 years.

Sturdy.

Nil.

Should be able to do basic counting.

Nil.

Local language, Hindi.

None. One month departmental training.

1.     Females would be preferred at this job.

2.     Emotional stability under stress essential.

Cloak Room Attendant

The role of this position is to maintain high sanitation standards in cloak rooms in public areas and to ensure the safety of hotel property in the assigned area:

Job Description

Title of position:

Reports to:

Supervises:

Co-ordinates with:

Scope of  job:

Cloak Room Attendant.

Public Area Supervisor.

Junior Housemen/Sanitors.

None

1.     Take the soiled hand towels to the linen room for replacement.

2.     Maintain adequate stocks of soap, detergents and hand towels to met demands at peak level.

3.     Maintain shoe-shine kit and clean guest shoes if required.

4.     Maintain all cupboards and fixtures installed in the cloak room.

5.     Maintain a polite, dignified and helpful attitude to guests.

6.     Report any plumbing deficiencies to Public Area Supervisor.

7.     See that cloak rooms are emaculately clean. Faucets should be sparkling, wash basins dry and environment free of unpleasant odor.

8.     Supply the guests with towels, soap, comb, brush and powder.

9.     Sweep, wash and scrub the floors.

10.     Clear the soiled linen periodically from the baskets and keep in Janitor’s room provided.

11.     Brush the guest’s jacket if required

Job Specification

Job Title:

Category:

Educational Qualification:

Age Limits:

Equipment skills:

Physical Qualifications:

Mental Qualifications:

Personality Consideration:

Languages:

Previous Experience:

Special Considerations:

Cloak room Attendant

Non-Management-Unskilled.

Matriculate

21-35 years

Nil

Sturdy

Nil

Well-groomed

Should understand English

Nil

Should have personal standards of hygiene and cleanliness. Should be willing to work in bathrooms.

Tailor/Upholsterer

The job position entails stitching and mending linen and upholstery as assigned and replenishing ass upholstery which requires replacement.

Job Description

Job Title:

Reports to:
Tailor/Upholsterer.

Linen Room Supervisor

Assistant Housekeeper.

Work Performed:
   

1.     Mend all damaged linen.

2.     Mend all damaged uniforms

3.     Refurnish all damaged upholstery which is given by the Supervisor.

4.     Estimate the requirement of material and request the Linen room Supervisor to requisition it from stores.

5.     Withdraw material from the stores and take to the work area assigned.

6.     Pre-shrink all materials which have a tendency to shrink.

7.     Cut the material as per requirement of each particular item.

8.     Check the quality of springs, foam and replace, if necessary under directions of the Linen Room Supervisor.

9.     Fasten springs properly with strings and place the foam in position.

10.                        Keep the work area assigned neat and tidy.

11.                        Keep systematically all items, i.e, needles, thread, etc. and requisition and render accounts of the same.

12.                        Render account of material consumed and balance left over should be handed back to stores.

Directly Supervises/Controls

Co-ordinates with
    Sewing machines.

Linen Room Supervisor.

Job specification

Job Title:

Category:

Minimum Educational Qualification:

Age Limits:

Equipment Skills:

Physical Qualification:

Personality Considerations:

Language Skills:

Experience Required:

Special Requirements:

Tailor/Upholsterer.

Non-Management-skilled.

Matriculation.

No limits but within superannuation age.

Adept t using sewing machines.

Healthy and Sturdy.

Nil.

Hindi

Five years experience in tailoring of linen and upholstery.

Nil.

Head Gardener

This job position is required to maintain landscaped area and gardens in a hotel as prescribed keeping in mind cleanliness, aesthetic appeal and freshness all the year round through a well motivated team of gardeners.

Job description

Job Title:

Reports to:
Head Gardener

Horticulturist/Executive Housekeeper.

Work Performed:

Directly Supervises:

1.     Ensure that the prescribed landscaping in terms of gardens, rockeries, waterways, etc. is maintained as per original concept.

2.     Brief, schedule and allot duties to gardeners to meet daily exigencies.

3.     Dig-up landscaped areas for fresh planting.

4.     Procure seeds from reliable sources at least cost.

5.     Be knowledgeable about seasonality of plants and their maintenance conditions.

6.     Procure, control and supervise the usage of manure and fertilizers.

7.     Ensure that seeds planted are done so with consideration for ultimate aesthetic appeal and survival.

8.     Ensure that gardeners follow the watering schedules, reporting any water shortage problems and suggesting alternatives.

9.     Cut, prune, trim hedges, bushes, flowers to enhance aesthetic appeal.

10.                        Maintain nursery up to prescribed conditions and ensure steady supply of saplings.

11.                        Provide the hotel with flowers, garlands, wreaths, bouquets as required. Also prepare, provide and maintain indoor plants for the hotel.

12.                        Ensure that lawns are well mown and kept clean at all times.

13.                        Train and motivate gardeners.

14.                        Ensure that gardeners handle garden tools and machines correctly and carefully.

   All gardeners  

Co-ordinates with:

Job Specification

Job Title:

Category:

Minimum Educational Qualification:

Age limits:

Equipment Skills:

Physical considerations:

Mental Qualification:

Personality Considerations:

Language Skills:

Minimum Experience Required:

Other Qualification:

1.     Fertilizer supplier-for supply of acceptable fertilizer.

2.     Nurseries and seed markets-for purchase of good quality saplings seeds.

3.     Housekeeping-for maintenance of indoor plants.

4.     Flower shop-for supply of flowers (if applicable).

Head Gardener.

Non-Management-Skilled.

Matriculate

Nil, but below prescribed superannuation age.

Should handle lawn Movers.

Sturdy.

Simple  counting.

Nil.

Hindi.

Eight years as gardener in a reputed nursery, garden, etc.

1.     Ability to work under varying weather conditions.

2.     Thorough knowledge of types of plants and their conditions.

Houseman

The Houseman’s job is to do heavy physical work as assigned such as hovering carpets, cleaning large window panes, carrying heavy furniture, washing of public areas and garbage clearance as also complement the work of room attendants on guest floors.

Job Description

Job Title:

Reports to:

Works Performed:

Directly Supervises/Controls

Houseman.

Floor Supervisor/Public Area Supervisor.

Asst. Housekeeper.

1.     Hoover carpets.

2.     Shift beds, chairs, heavy furniture for cleaning carpets beneath them.

3.     Beat carpets and shift from  one area to another.

4.     Clean swimming pool when assigned.

5.     Clean all surfaces including garden paths, etc.

6.     Polish all brassware.

7.     Clean all windows, doors and ventilators.

8.     Clean and replenish linen from floor and pool area.

9.     Do all heavy cleaning like shaft cleaning, terrace cleaning.

None, only the equipment used.

Co-ordinates with:

Job Specification

Job Title:

Category:

Minimum Educational Qualification:

Age Limits:

Equipment Skills:

Physical Considerations:

Mental Qualification:

Personality Considerations:

Language Skills:

Minimum Experience required:

Special Requirements:

The area assigned.

Houseman.

Management –Semi-skilled.

Matriculation.

18-40 years.

Should handle vacuum cleaners, carpet beaters, shampoo machines.

Strong and sturdy.

Able to do simple counting.

Well-groomed.

Should understand English and communicate in basic English/

Nil.

Nil.

Gardeners (Malis)

The gardener keeps landscaped areas and gardens clean, aesthetically beautiful and fresh through daily schedules as assigned.

Job Description

Job Title:

Reports to:

Work Performed:

Directly Supervises/Controls:

Gardener.

Head gardener.

Horticulturist.

1.     Take daily briefing from Head Gardener.

2.     Dig landscaped area to keep to concept as also for fresh planting.

3.     Plant seeds and saplings as per conditions and concept prescribed.

4.     Lay manure and fertilizers economically ensuring proper coverage.

5.     Water all gardened areas as per daily schedule and routine.

6.     Maintain the nursery as instructed.

7.     Cut, trim, prune hedges, bushes, flowers to enhance aesthetic appeal.

8.     Prepare such flowers, potted plants, wreath, bouquets, etc. as required by the hotel.

9.     Maintain indoor plants as per schedule when assigned.

10.                        Utilize garden tools correctly.

11.                        Be punctual and regular.

None

Co-ordinates with

  

Job Specification

  Job Title:

  Category:

  Minimum     Educational Qualification:

Age Limits:

Equipment Skills:

Physical Qualification:

Mental Qualification:

on-Management-Semi -skilled.or plants.when assigned.

 required by the hotel.

lic areas and garbage clearence door plants for thGardener.

Non-Management-Semi –skilled.

Matriculate.

18 and above but below superannuation level.

Should be able to use basic garden tools, lawn movers

Sturdy.

Nil.

Recognition and Praise

Since all housekeeping staff on a given shift assembles for a briefing, it is the ideal time to give a word of praise or recognition to deserving candidates.

Other information

It is important to give information of a general information of a general nature, especially of the going-on in the hotel to staff. One normally shrugs off general information as it does n0ot concern staff-but all information is knowledge and brings in a feeling of pride and a team spirit to the totality of hotel operations. Information like the gala functions in the hotel, the re-assignment of people in the hotel, promotions, increments, etc. must be shared.

KNOWLEDGE OF ROOMS

The sale of rooms constitutes approximately 50 percent or more of the total hotel revenue. A sale of room would mean the leasing of the room for occupation for 24 hours at a predetermined cost. A room not sold on a particular day has lost its opportunity to earn revenue for that day. Hence rooms are referred to as highly perishable commodities. The loss of an opportunity to sell a room can also be due to inefficiency of housekeeping in having a room ready when required.

What does a room mean to a guest?

1.     It means comfort. Hence, hotels spend efforts in ensuring the quality of beds, mattresses; weather, control, channel music, hot and cold water, attached baths, etc. The comforts must be regularly maintained and functioning. It is Housekeeping’s responsibility to ensure this.

2.     It means security. The primary security device that hotels provide is to restrict entrance to the room/suite through only one door; a double locking system from inside; strict control on room keys and master keys; chain locking the door from within to further augment the door locking system; precautions in the room to ensure all electric wiring is concealed and no equipment in the room is faulty; fire exit layout in the room, etc.

3.     It means privacy. Room windows are provided with curtains. Superior hotels would have daylight curtains and heavy night curtains. Windows would normally overlook good scenic views, away from the prying eyes of others in the hotel or the outside public. The entrance in to a room procedure is well defined to ensure guest privacy. Attached baths are also a measure towards privacy.

4.     It means convenience. A guest is provided entertainment, food and beverage services, telephone services, etc. in his or her room. The guest is thus free to spend all the time towards fulfilling the purpose of his visit-be it a holiday or business. The Housekeeping Department should ensure such literature in the room as to enable a guest to know how to reach such conveniences and avail of them.

5.     It means cleanliness and hygiene. The Housekeeping Department has a pivotal role to play in this aspect.

6.     Above all, the room is very personal to a guest. Hence he demands the highest standards in everything that room stands for.

7.      In addition to the above, it is important for all housekeeping personnel to know the different types of rooms that hotels provide.

Single Room

Double Room

Twin Room

Studio Room

Single Suite

Double Suite

Cabana

Meant for a single occupancy. The room has one normal sized bed.

Meant for double occupancy and has one large bed meant for two

Meant for double occupancy . The room provides two single beds. Hotels may reserve the flexibility to sell it on single occupancy as well.

Meant for a single or double occupancy. It has one normal bed and a sofa-cum-bed which acts as a sofa during the day and can be pulled out in to a bed for the night.

Meant for single occupancy. A suite is a two-room set one room furnished with drawing-cum-dining facilities and other as a bed room with normal bed.

It is the same as a single suite in concept, except that the bed room has a large double bed, or two normal sizes beds to facilitate double occupancy.

Rooms attached to the pool-side for changing or resting. The room has one sofa-cum-bed.

Duplex Suite

Triple Room

Room built on two floors with an interconnecting staircase. Such suites normally have two bedrooms.

suites normally have two bedrooms.

Provided mostly for families. It has twin beds with an extra cot.

All the above rooms may be furnished with extra roll-away cots on the demand of the guest at an extra charge. All rooms normally have attached bathrooms. Exceptions would be in hostel where common bathrooms per floor are more economical for the guest and management for the low charges they levy on rooms.

RULES ON A GUEST FLOOR

Prior to commencing work, all housekeeping staff, especially room attendants, must follow some floor rules that lend an air of efficiency and least inconvenience to guests. The floor and rooms are most private and personal to guests who are concerned by the people who frequent them. They lay a large trust in the management of the hotel through the room attendants who are privy to their rooms and belongings. To uphold this trust the following rules must be strictly observed:

1.     Speech among the floor staff must be restricted to a minimum. In case communication is necessary, this must be done in low tones even when guests are not in sight.

2.     Unnecessary movements like running or jumping must be avoided.

3.     The passageway must be kept free of equipment, trays or trolleys.

4.     The floor telephones must be attended promptly.

5.     Room attendants must greet all guests according to the time of the day.

6.     Staff must be helpful and readily give required information. Misleading a guest through misinformation must be avoided.

7.     Alertness to guest movements is necessary so as to report anything suspicious.

Weekly Cleaning Procedure

In addition to her daily cleaning routine, a room attendant normally has some cleaning chores that are of a time-consuming nature. Such items may sometimes be beyond her physical capacity and need the assistance of the Houseman. Such tasks are:

1.     Polishing brassware.

2.     Scrubbing of bathroom tiles.

3.     Pest control.

4.     Laundering of lace curtains.

5.     Scrubbing of shower curtains.

6.     Cleaning of window panes.

7.     Scrubbing of balconies and terraces.

8.     Vacuuming of carpets under heavy furniture.

9.     Changing paper under liners in guest closets, and drawers.

10.                        Cycling potted plants with the nursery.

The weekly schedule is set out by the Floor Supervisor who controls the activity through a register in a format as shown in the figure below:

Room No.	Brasso	Bathroom Tiles	Window Panes	Balcony	Pest control
101 102 103	Date done	Date done

Figure: Weekly Cleaning Register

Under Repair Room

The management may stipulate a preventive maintenance cycle for all rooms or a room may be taken over by the Maintenance Department for a major maintenance job like painting or masonry work. In such cases there is a procedure to be followed:

1.     Inform the Housekeeping Desk and/or Front Office that the room has been taken for repair and should not be sold.

2.     Call the tailor and have the curtains removed and sent to the linen room.

3.     Send lamp shades, bed covers, skirting’s, linen, guest supplies, etc. to the floor pantry or linen room.

4.     Cover the telephone with polythene or disconnect it.

5.     Seal taps of sinks and water closet.

6.     Disconnect the radio/music system and cover them with polythene bags if not portable. Otherwise remove to the floor pantry or music room.

7.     Furniture that has upholstery is sent to the upholstery yard for shampooing or mending. Other furniture is sent to the floor linen room and covered with discarded linen.

8.     All carpets are rolled up by Housemen and sent for shampooing.

9.     Potted plants are given back to the nursery.

10.                      All drawers should be removed and stored.

The Room Report is basically a list of room numbers against which the Housekeeping Supervisors indicates, by a prescribed code, the status of a particular room. The codes may vary from hotel to hotel but the basic information and intention is the same. Typical codes are:

CODE	STATUS
O	Occupied
V	Vacant
DND	“Do not Disturb” sign on
L	Luggage in Room but Bed Unused
UR	Under Repair
N	Occupied but no Luggage
SB	Scanty Baggage
OOO	Out of Order
DL	Double Lock
NC	Not Cleared Though Departure has Taken Place