Executive housekeeping chapter 15

Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Executive Housekeeping – Chapter
15
Opening Dilemma p. 411

Copyright © 2007 by John Wiley & Sons, Inc. All rights
Importance of Housekeeping
Department
 Why do guests return to a hotel?
 A. Advertising efforts
 B. Cleanliness of hotel
 C. Price
 D. Service features

Correct response
 A. Advertising efforts
 B. Cleanliness of hotel*
 C. Price
 D. Service features

Importance of Housekeeping Department
cont’d.
 If sheets are soiled,
blankets are rough and
scratchy, pillows thin
and non-supportive and
shower curtains are
moldy and stained, the
entire image of the hotel
is tarnished and the
guest most likely will not
return.
B. Worcester

Organization Chart for a Housekeeping
Department, Large Hotel with In-house Laundry
– Fig. 15-1 (p.413)
Executive
Housekeeper
Assistant Supervisor
Floor Supervisor
Room Attendant – AM Shift
Laundry Supervisor
Laundry Attendant – AM Shift
Room Attendant – PM Shift Laundry Attendant – PM Shift
Public Area Attendant

Organization Chart for a Housekeeping
Department, Limited Service Hotel (p. 413)
General
Manager
Executive
Housekeeper
Room Attendant – AM
Shift
Room Attendant – PM Shift Laundry Attendant – AM Shift

Relationship of the Executive
Housekeeper to the General Manager
 Facilitates work of general manager by
coordinating operational efforts that
affect customer satisfaction (repeat
busine$$)
 Review job analysis of executive
housekeeper; p. 414
 Review Hospitality Profile – Marti Cannon
– p. 415

Overview of Management of a
Housekeeping Department
 Room Assignment/Work Load
 Training
 Room Inspection
 Housekeepers Report
 Communication – English as a Second Language
 Inventory Control – linens, guest supplies, cleaning supplies,
furniture
 Cleaning Control
 In-house Laundry v. Out-source Laundry
 Occupational Safety Health Act
 Material Safety Data Sheets
 Going Green
 Professional Associations

Room Assignment
 Management views it as a measure of effective
use of human resource, daily income, and
guest hospitality
 Determining number of attendants: usually 15-
20 rooms per maid/houseman; about 30 min.
per room (this equals 15 rooms per day + ½
hour break)
 Divide number of occupied rooms by number of
rooms to be assigned to each room attendant

Considerations for Room Assignment:
 Design of room
 Room furnishings
 Fabrics, number of people occupying the room
 Nature of the guests in the room
 Training provided for employees

Bed making, vacuuming, dusting, window and mirror
cleaning, set-up awareness of the room, bathroom cleaning,
daily routine of the worker, caring for and using equipment
and industrial safety
 Incentives for maids and housemen

No. Rooms Occupancy No. Room
In Hotel Percentage
Attendant
s
Required
180 100 10.00
180 99 9.90
180 98 9.80
180 97 9.70
Note: Each room attendant required to clean 18 rooms per day
Room Attendant Staffing Requirement
Chart p. 417

Room Inspection
 1. Supervisor-inspected
 2. Self-inspected (requires motivational
system, evaluation system – guest
comment cards; random comments on
specific products and services solicited
at checkout
 “Zero Defects” kit article – pp. 418-419

Housekeeper’s Report
 Refer to Chapter 10 – Fig. 10-6; p. 281-
Housekeeper’s Report
 Communication tool; provides
financial data

Crossing Communication
Bridges =
 Locate English-
speaking leader
 Develop rapport and
trust level
 Offer ESL (English as
a Second Language)
courses
 Phonetic
pronunciation
Fig. 15-4; p. 420
 Spanish English
 Uno = Oo no
 Dos = Dose
 Tres = Trese
 Cuatro = Quatro
 Cinco = Sin co
 Seis = Sais
 Siete = See eight a
 Ocho = Och oo
 Nueve = New vea
 Diez = De es

Case Analysis – p. 421-422
 Get into groups of 3-
4 and review “Why
Can’t Room
Attendants in
Housekeeping Get
Those Rooms
Cleaned More
Quickly, or If That
Guest Asks One
More Time…”

Inventory Control
 Linens
 Based on par system: one
in the wash; one on the bed;
one (or two) ready for use
 Guest Supplies (amenities)
 Considered a cost to the
hotel (refer to math example
on p. 422)
 Refer to Fig.15-5, p. 423
(Requisition); and Fig. 15-6,
p. 424 (Weekly inventory –
guest supplies)

Times Hotel Housekeeping Department
Requisition
Fig. 15-5 – p. 423
Attendant Name __I.Maid______ Floor # ___2_____ Cart # __4_
Amount ITEM # ITEM SIZE
24 4530 Deod. Soap 1.5 oz.
24 6309 Shampoo 2 oz.
12 6555 Cond. 2 oz.
6 9845 Sewing Kit Small
Issued by _John Housekeeper______ Received by
___I. Maid_______
Today's Date
__May 1__

Inventory Control cont’d.
 Cleaning Supplies
 Purchased in one-gallon
and five-gallon container
for economy; product is
dispensed
 Refer to Fig. 15-7 (p 424)
Requisition sheet –
cleaning supplies; and
Fig.15-8 (p. 425) –
Weekly inventory –
cleaning supplies

Times Hotel Housekeeping Department
Requisition
Fig. 15-7 – p. 424
Attendant Name _I. Maid______ Floor # ___2_____ Cart # __4_
Amount ITEM # ITEM SIZE
1 290
Window Cleaner
Spray 12 oz.
2 387
Tile Cleaner Spray
Can 12 oz.
1 125681 Spray Bottle 20 oz. 24 oz.
Issued by _J. Housekeeper______ Received by ___I. Maid_______
Today's Date __May 1__

Times Hotel
Housekeeping
Department
Weekly Inventory Cleaning Supplies – Fig. 15-8 p.
425
Inventory Sheet
Category: ________________________
Price/Unit
ITEM # SIZE Beg. Inv.
+
Purch. -End. Inv.
Amt.
Used
Price/
Unit Extension
387 12 oz. 5 13 15 3 $2.10 $6.10
Counted by: L. Smith Recorded by: D. Manager
Today's Date -May
8__

Fixtures
 Guest rooms, lobby,
and public spaces
 Example of preventative
maintenance program
with light bulbs and
batteries for remote
controls through use of a
computerized
spreadsheet

Furniture
 Pictures, beds, headboards,
desk chairs, tables, arm
chairs, desks, portable
closets, televisions,
computers, and armoires
 Develop system with id: date
of purchase, cost,
location/relocation,
refurbishing, etc.

Theft Control of Inventory
 $100 million annual loss – AH&LA
 560,000 towels stolen – Holiday Inn
 Aggressive campaigns against theft developed
 Turn housekeeping cart away from easy
reach
 Don’t overload housekeeping card
 Turn challenge over to employees and
reward them for savings

Cleaning Control
 Deep cleaning – a more thorough
cleaning of furniture and accessories,
windows, flooring, and walls in guest
rooms and public areas
 Requires a communication plan with front
office and maintenance, food and
beverage
 Refer to Figure 15-9, p. 426 (Deep
cleaning log)

Times Hotel
Deep Cleaning Log
– Fig. 15-9 – p. 426
Room
Rug
Shampoo
Wall
Wash
Wall
Paint
Window
Wash Grout Mattress
Outside
Turning
Date
101 Jan. 10 Dec. 15 July 1 Dec. 1 April 5

In-House Laundry vs.
Outsourced Laundry
 Minus Side of in-house
laundry
 Capital investment in
equipment and replacement
of equipment
 Cost of maintaining the
equipment
 Cost of personnel to operate
the facility
 Cost of training personnel
 Initial investment in linen and
uniform inventory
 Plus Side of in-house
laundry
 Provides greater control of
where and when the
inventory will be laundered,
stored and ready for use

Occupational Safety and Health
Administration (OSHA)
 Goal of this 1971 law is to send every
worker home who and healthy every
day.
 Refer to its tasks, pp. 427-428
 Refer to employer’s tasks p. 428

Material Safety Data Sheets
(MSDS)
 Listing of the chemical contents, relative
hazards to the users, and name and
address of the producers of the
contents.
 Posted in housekeeping area for
employees to read
 Refer to MSDS requirements pp. 429-430

Going Green
 Businesspersons’ responsibility
 Care for the environment
 Profit for the organization
 Placing a printed card on pillow of an unmade
bed asking guest their preference for bed
making as an “option”
 90% of hotel guests preferred to stay in a hotel
that cared for the environment – International Hotels
Environment Initiative (IHEI) and Accor

Americans with Disability (ADA)
Compliance
 Curtis’ article p. 431
 Adapting accommodations for people with
physical challenges
 Students, get into groups of 3 or 4 and
read through the article and discuss it.

Professional Associations
 Certified Hospitality Housekeeping Executive
(CHHE) offered through The American Hotel
& Lodging Association’s Educational Institute
http://www.ei-ahla.org/
 Certified Executive Housekeeper (CEH) and
Registered Executive Housekeeper (REH)
are offered through The International
Executive Housekeepers Association
http://www.ieha.org/

Case Study 1501
 Review this case study in groups of 3 or
4.
 What advice would you provide to
Thomas Brown, executive
housekeeper?

Executive housekeeping chapter 15

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