Chapter 8
The Housekeeping Department
Learning Objectives
1.
2.
3.
To identify the areas of responsibility assigned to the
housekeeping department of a lodging facility.
To explain how hoteliers should manage property
left by guests.
To show the importance of safety training for
employees working in housekeeping.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Learning Objectives
n
n
To teach, in detail, how housekeepers should clean
guest rooms and public space areas in a lodging
facility.
To explain the processes required to clean the
laundry generated by a lodging facility.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
When a housekeeping department is effective:
◼
Guest satisfaction is high
◼
Employee morale is good
◼
The hotel is profitable
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
When a housekeeping department is not
effective:
◼
Their work quality is below industry standards
◼
Guest complaints soar
◼
◼
Staff is other departments question the
commitment of management
Profits suffer
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Areas of Responsibility
◼ Public Spaces
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Lobby areas
Public restrooms
Front desk areas
Management offices
Game rooms
Exercise areas
Pool and spa areas
Selected meeting and food service areas
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Areas of Responsibility
◼
Employee break rooms and locker rooms
◼
Guest Areas
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◼
◼
Elevators
Corridors
Stairwells
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Areas of Responsibility
◼Guest Areas (continued)
Guest rooms
◼
•
•
•
Sleeping areas
Bath areas
Kitchen areas
Laundry Areas
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Laundry preparation areas
Laundry supply closets
Guest linen and supplies storage areas
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Areas of Responsibility
Executive Housekeeper: The individual responsible
for the management and operation of a hotel’s
housekeeping department.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Interactions
Room status: The up-to-date (actual) condition of
each of the hotel’s guest rooms (for example; occupied,
vacant, or dirty.)
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Interactions
Clean and Vacant: The room is vacant, has been
cleaned, and can be assigned to a guest.
In some hotels the designation used is “Clean
and Ready”
Occupied: The room is registered to a current guest
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Interactions
On-Change: The room is vacant but not yet cleaned.
In some hotels the designation used is “Vacant and
Dirty”
Do Not Disturb (DND): The room is occupied but has
not been cleaned due to the guest’s request not to be
disturbed
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Interactions
Sleep-out (sleeper): The room is reported as
occupied but was not used (bed not used; no personal
belongings in room), and the guest is not present
Stay-over: The guest will be staying in the room at
least one more night
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Interactions
Due-out: The guest(s) have indicated this is the last
day they will use the room
Check-out: The guest(s) have departed
Out of Order: The room is unrentable and thus is
unassignable at this time
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Interactions
◼
The housekeeping department also interacts
with:
◼
Maintenance
◼
Food and Beverage
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
The Role of Housekeeping
Interactions
On-premise Laundry (OPL): The area within
the hotel where the cleaning of fabrics takes
place.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
◼
The unique issues faced by the department
may pertain to:
◼
Staffing
◼
Inventory control
◼
Management of lost and founds items
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
◼ The Staff members in the Housekeeping
department include:
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◼
◼
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Inspectors
Room attendants
House persons
OPL Workers
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Sheets (all
sizes)
Acid-based
cleaners
Pillowcases
Glassware
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Bedspreads
Cups
Coffee
Bath towels
&
Coffee filters
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Hand towels
Washcloths
Laundry
tags
Laundry
bags
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Soaps
Clothes
hangers
Shampoos
In-room
literature
and
signage
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Foundations of Lodging Management, 2e
David Hayes
Conditioners
Television
viewing
guides
Sewing
kits
Telephone
books
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Glass
Cleaner
Furniture
polish
Foundations of Lodging Management, 2e
David Hayes
Pens
Paper
Pads
Stationery
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Mislaid property: Items the owner has
unintentionally left behind. Common examples
include laptop computers, jewelry and clothing.
Lost property: Items the owner has
unintentionally left behind and then forgotten.
Common examples include robes, slippers,
hairdryers, and cosmetics.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Managing Housekeeping
Staffing
Abandoned property: Items the owner has
intentionally left behind. Common examples
include newspapers, magazines, foods and
beverages.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Safety Training
Staffing
◼
◼
◼
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Handling chemicals
Cleaning procedures
Proper lifting techniques
Properly entering guest rooms
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Safety Training
Staffing
◼ Contending with guest rooms containing:
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Firearms
Uncaged pets/animals
Guests perceived to be threatening
Guests who are ill/unconscious
Drugs and drug paraphernalia
Blood and blood-borne pathogens
Unsafe (damaged) furniture or fixtures
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Safety Training
Staffing
◼
◼
◼
Guest service
Guest room security
Lost and found procedures
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Safety Training
Staffing
Blood-borne pathogen: Any microorganism
or virus that is carried by blood and that can
cause a disease
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Cleaning Responsibilities
Total number of minutes needed to clean guest rooms
Total number of guest rooms cleaned
Foundations of Lodging Management, 2e
David Hayes
= Minutes per room
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Cleaning Responsibilities
Total number of minutes used to clean guest rooms
Total number of guest rooms cleaned
2,500 minutes used
100 rooms cleaned
Foundations of Lodging Management, 2e
David Hayes
= Minutes per room
= 25 minutes per room
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Cleaning Responsibilities
Guest Room Cleaning
CPOR: Total costs incurred for an item or area,
divided by the number of rooms occupied in the
hotel for the time period examined
$7,000 room attendant cost
1000 rooms sold
Foundations of Lodging Management, 2e
David Hayes
= $7.00 room attendant
cost per occupied room
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Cleaning Responsibilities
Public Space Cleaning
The public space in a hotel is one of the first
areas seen by the guests.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Laundry Processing
Linen: Generic term for the guest room sheets
and pillowcases (and food and beverage
department tablecloths and napkins) washed
and dried in the laundry area.
Terry: Generic term for the bath towels, bath
mats, hand towels, and wash cloths washed
and dried in the laundry area.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Laundry Processing
Storing
Finishing
& Folding
Drying
Foundations of Lodging Management, 2e
David Hayes
Collecting
Sorting
&
Repairing
Washing
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Collecting
Biohazard Waste Bag: A specially marked
plastic bag used in hotels. Laundry items that
are stained with blood or bodily fluids and thus
need special handling are put into these bags
for transport to the OPL
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Sorting and Repairing
◼
◼
Different fibers and colors require different
cleaning chemicals in the wash and, in many
cases, different water temperatures or length
of washing.
In some cases, a tear or rip in a cloth item
may mean it must be discarded, but in other
cases it can be repaired.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Washing
Ozone system (laundry): A method of
processing laundry that utilizes ozonized cold
water rather than hot water to clean and
sanitize laundry items
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Drying
Drying is the process of moving hot air (140–
145 degrees F.) through the fabrics to vaporize
and remove moisture.
◼
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Finishing and Folding
In larger hotels, the folding of linens and terry
may be done by machine, while in smaller
properties it is generally done by hand.
◼
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Storing
◼Many fabrics must “rest” after washing and
drying if the damage to them is to be
minimized.
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Most laundry experts suggest a rest time of 24
hours for cleaned laundry.
Maintain laundry par levels of three times the
hotel’s normal usage.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Storing
◼
For example, in a 150-room hotel, there
should be enough linen and terry to have:
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One set in the rooms
◼
One set in the laundry (being washed and dried)
◼
One set in storage
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Delivering
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◼
In smaller hotels, room attendants may go to
laundry storage areas in the OPL to pick up
linen and terry items.
In larger properties, these items may be
delivered to housekeeping storage areas
located in various parts of the hotel.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Laundry Operations
Guest Operated Laundry
◼
◼
Ample space is typically provided for the
sorting, folding, and ironing of laundry.
Most guest-operated laundries also contain
vending machines where detergents, bleach,
and fabric softeners may be purchased.
Foundations of Lodging Management, 2e
David Hayes
© 2012, 2008 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
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