PPT Hospitality Administration, Housekeeping department

PPT Hospitality Administration, Housekeeping department - function, staff duties

1. HOSPITALITY ADMINISTRATION 3.2 INTER-DEPARTMENTAL COORDINATION AND COMMUNICATION 3.3 INTERRELATION WITH PERSONNEL DEPARTMENT: IMPORTMENT AND FUNCTIONS 3.4 MAN POWER PLANNING , RECRUTMENT, TRAINING AND APPRAISALS SUBMITED BY ARYANANDA V B II nd  MSC. DFSM

2. INTRODUCTION No individual department in any hotel can work in isolation. The housekeeping department, is just one of the department in a hotel working towards the satisfaction of the guests, and each department is dependent on others for information and services if its work is to be accomplished effectively. Within the rooms division, housekeeping primarily coordinates with the front-office and maintenance. Amongst all co-ordination relationships in hotels, the most important one is that between the front-office, housekeeping and maintenance. Hotels depend on these three departments to create an image. 7/25/2024 Sample Footer Text 2

3. INTER-DEPARTMENTAL COORDINATION AND COMMUNICATION Housekeeping Department can coordinate with:  • Front-Office  • Food & Beverage Department  • Stores  • Purchase Department  • Personnel Department/ Human resource department  • Sales and Marketing Department  • Maintenance Department  • Security Departmen t 7/25/2024 Sample Footer Text 3

4. COORDINATION WITH FRONT OFFICE 1. To ensure efficient rooming of guests, both housekeeping and front office must inform each other of changes in a room’s status. Knowing whether a room is occupied, vacant, on change, out of order (OOO), under repair, or similar for proper room management  2. There should be coordination to clean front office public areas  3. There must be coordination between housekeeping and front office department to share information on occupancy levels which helps to forecast occupancy for the year and make s it easier to draw up a budget, establish par stock levels and estimate required staff strength. 7/25/2024 Sample Footer Text 4

5. 4. There should be coordination know about the daily room report and housekeeping discrepancy report.  5. It also helps to gear renovations and spring cleaning to low occupancy periods there by preventing loss of revenue.  6. The housekeeping and front office department also coordinate with each other for other important information which require special attention like  7. VIPs in house: this information is essential so that the staff can take a little extra care and keener precautions in cleaning and supervising VIP rooms. 8. Groups in the house: the group rooming list must be provided before the group’s arrival to the housekeeping as groups tends to move together in terms of arrival, departure, sightseeing tours and meals. Their rooms need to be readied together in view of strict time parameters. Group rooming lists enable the hk department to organize their work and have the group’s room ready on time. 7/25/2024 Sample Footer Text 5

6. 9. Crews in the house: Sometimes the arrival of a crew and the departure of another crew from the same airline may overlap. In such circumstances, it is important for the allotted rooms to be cleaned within a short period of time. Thus for this there should be a effective coordination between front office and housekeeping.  10. Flowers: sometimes the management extends its compliments to a guest with a special gesture of a flower arrangement in the room as recognition of the importance of a person. This requirement of flower arrangements for certain guests is conveyed to housekeeping by the front office on a daily basis.  11. Apart from the above communications the front office needs to depend on housekeeping for the provision of clean uniforms to its staff. 7/25/2024 Sample Footer Text 6

7. COORDINATION WITH FOOD AND BEVERAGE DEPARTMENT    1. The coordination of housekeeping with the restaurants and banquet halls is mainly concerned with the provision of linen and uniforms.  2. On his/her part the restaurant manager should ensure that the time set for the exchange of linen must be maintained and linen should not be lost or misused.  3. There should be coordination to maintain minibar in guest rooms.  4. The housekeeping should be well informed about the forthcoming banquet function in advance so that housekeeping will arrange everything to organize that function.  7/25/2024 Sample Footer Text 7

8. 5. House- keeping may also have to arrange for flower decorations for banquets.  6. The coordination between the two departments becomes particularly necessary in collection of trays from the guest corridors which are collected from  the room, placement of fruit basket in special rooms.  7. In many hotels housekeeping also looks after pest control in restaurants, kitchens, and stores attached to them. Special cleaning of these areas call for coordination with the housekeeping department.  8. Both the restaurant and kitchen staff requires clean uniforms on a daily basis, for which too they need to coordinate with housekeeping. 7/25/2024 Sample Footer Text 8

9. COORDINATION WITH STORE  1. Coordination with stores ensures the availability of day-to –day necessities of housekeeping.  2. Larger hotels have a store attached to the housekeeping department that stocks linen, supplies and so on.  3. Smaller hotels may stock them in the general store, except for linen, which is sent to the housekeeping department on purchase.  4. Communication with stores is by way of a requisition form, which housekeeping sends to when it requires certain items. The requisition form is called as store requisition form. 7/25/2024 Sample Footer Text 9

10. COORDINATION WITH PURCHASE DEPARTMENT   1. The purchase department procures out –of –stock items for housekeeping, such as guest supplies and amenities, stationery, linen, cleaning materials and equipments etc.  2. Housekeeping should convey their requirements to purchase by way of advance notice in the form of a purchase requisition. 7/25/2024 Sample Footer Text 10

11. COORDINATION WITH PERSONNEL DEPARTMENT/HUMAN RESOURCE DEPARTMENT  1. Housekeeping coordinates with the personnel department for following reason  2. Acquisition: human resource planning, recruitment, selection and induction/ socialization.  3. Maintenance: compensation management e.g. pay/ salary, wages, over time, medical treatment etc.  4. Motivation: performance appraisal system, reward management system and training and development. 7/25/2024 Sample Footer Text 11

12. COORDINATIONWITH SALES AND MARKETING DEPARTMENT  1. There should be effective coordination between sales and marketing department and housekeeping to supply promotional items in guest rooms and other areas of hotel.  2. The sales and marketing department informs housekeeping of the occupancy forecast for the entire year, which is broken up month wise. This enables housekeeping to budget for the necessary expenses . 3. An important contribution of the housekeeping staff to hotel sales is ensuring that repeat business is obtained by providing the level of cleanliness and service that meets or exceeds guest expectations.  7/25/2024 Sample Footer Text 12

13. 4. The sales and marketing team also have to depend on housekeeping for their uniforms.  5. Two things are certain in the hotel business: no matter how many guests a salesperson brings in the door, if housekeeping does not execute its function with excellence the guests will not be coming back.  6. Vice versa, no matter how well- kept the rooms, if the sales staff does not bring potential guests to the hotel, occupancy falls. 7/25/2024 Sample Footer Text 13

14. COORDINATION WITH MAINTENANCE DEPARTMENT   1. The housekeeping department depends on maintenance to keep things in order.  2. While carrying out their scheduled work, housekeeping employees may find some deficiencies in the hotel facilities, such as faulty electrical plugs, dripping faucets, leaking pipes or malfunctioning air-conditioning units etc.  3. A need for urgent repairs is reported to maintenance over telephone and these requests are usually taken into action immediately.  4. There are various heads under which maintenance work is done they are:  7/25/2024 Sample Footer Text 14

15. 5. Electrical work: air conditioning and heating; fused bulbs , lights and lamps that are not functioning ; defective plugs and plug points ; short circuits; and faulty geysers , refrigerators , and minibar fall under this category.  6. Boiler work: this is necessary to maintain a supply of hot water to guestroom.  7. Mechanical work: this entails repair or replacement of any faulty equipment, such as vacuum cleaners, ice-cube machines, and so on.  8. Plumbing work: this deals with faulty faucets (taps), showers, drainage systems, water closets, and so on.  9. Carpentry work: broken of shaky furniture; mirrors and cupboards in less than peak condition, and fresh woodwork are all part of this. 7/25/2024 Sample Footer Text 15

16. COORDINATION WITH SECURITY DEPARTMENT  1. The coordination here is mainly concerned with the prevention of fire and thefts and the safekeeping of keys and lost property.  2. Housekeeping personnel should also report anything of a suspicious nature or movement in hotel immediately to the security staff.  3. Housekeeping have to coordinate if they see any anti-social activities in the guest room such as gambling, smuggling and so on.  4. The security department is responsible for conducting training sessions on handling emergency situations for the staff. e.g they conduct fire drill to train staff to gear up in a fire emergency. 7/25/2024 Sample Footer Text 16

17. INTERRELATIONSHIP WITH PERSONNEL DEPARTMENT Housekeeping coordinates with the personnel department for the following reason . Acquisition: human resource planning, recruitment, selection, and induction/ socialization.  Maintenance: compensation management e.g. pay/ salary, wages, overtime, medical treatment etc.  Motivation: performance appraisal system, reward management system and training and development 7/25/2024 Sample Footer Text 17

18. IMPORTANCE OF HOUSEKEEPING DEPARTMENT Do not focus only one service. Guest satisfaction. Care and comfort.  Deals with many situation.  Communication between front office and housekeeping department.  Revenue  7/25/2024 Sample Footer Text 18

19. FUNCTIONS OF HOUSEKEEPING DEPARTMENT   A Hotel Housekeeping Department Has Four Main Functions;  Cleaning and Maintenance.  Training of its personnel.  Requisition and Control of necessary supplies and equipment.  Paper work- schedules and report 7/25/2024 Sample Footer Text 19

20. CLEANING AND MAINTENANCE  Primary function of housekeeping department.  The cleaning and daily maintenance of the areas under its supervision.  Areas generally included are;  Guest rooms  Halls and corridors  Lobby  Public rooms and restaurants  Offices (hotel personnel)  Stairways Stores,  concessions and other leased area 7/25/2024 Sample Footer Text 20

21. Cleaning Rooms and Public Areas  Housekeeping department cleans the rooms and toilets and wash basins in the room. Apart from cleaning the guest rooms, housekeeping department is also responsible for cleaning floor, terraces, elevators etc.  Bed making  A guest requires a comfortable bed to take rest, relax and enjoy. Linen Management  One of the important jobs of the Housekeeping Department is clothes and linen management. This involves all functions from purchase of linen to laundering, storage, supplies and to condemnation of this department.  7/25/2024 Sample Footer Text 21

22. Laundry Service  It is the job of the Housekeeping Department to ensure clean and hygienic washing of all the linen items, and then distributing them to different areas of the hotel.   Key Control  Key control is one of the major jobs of the housekeeping department. The room keys have to be handled efficiently and safely before and after letting the room.   Safety and Security  The Housekeeping Department is responsible for maintaining a peaceful atmosphere in the hotel. If the guests and staff always fear for their safety and the safety of their belongings, the atmosphere will be very tense. 7/25/2024 Sample Footer Text 22

23. Interior Decoration   Interior decoration is the art of creating a pl atmosphere in the living room with the addition of a complex of furnishings, art, and crafts, appropriately combined to achieve a planned result or design. These arts and crafts have to be well maintained by the housekeeping department.  Room Maintenance   Good housekeeping department is just as responsible for the hotel's maintenance as an engineering department. In an ideal environment, the housekeeping staff and managers should act as the eyes and ears of the engineering department. If damaged or broken items are not reported, they can't be fixed. 7/25/2024 Sample Footer Text 23

24. TRAINING OF ITS PERSONNEL   Numerically, the housekeeping department is the largest department in a hotel.  It will comprises 75 percent or more of the total permanent staff.  Housekeeping department also has more unskilled workers on its staff than has any other department.  At one time or another, all come into a direct personal contact with guests. This point up the second major responsibility of the housekeeping department. 7/25/2024 Sample Footer Text 24

25. REQUISITION AND CONTROL   The third major function of housekeeping is requisitioning, storage and control of many operating supplies required for the daily routine of the department. The items in the guest rooms must be replenished each day to maintain the par, or standard, set by management. The maids and housemen need adequate supplies and proper equipment (rags, pails, carpet sweepers, hand and floor vacuums, and so on) in good working order to clean and service the guest room, corridors, and other public area of the hotel.  7/25/2024 Sample Footer Text 25

26. PAPER WORK   Paper work associated with the department.  Record keeping for the proper control of payroll, number of employee involved. Calculate total payroll cost and handling all other paper works rgarding in this particular department. 7/25/2024 Sample Footer Text 26

27. ADDITIONAL FUNCTIONS  Providing clean comfortable and safe surrounding  Obtaining optimal room sale  Fulfilling guest's preferences  Creating appealing and desirable room  Developing effective cleaning practices  Maintaining property's interior  Ensure all products are replenished  Store cleaning equipment correctly and safely after use  Ensure all rubbish and waste is disposed of safely  Ensure correct procedures are undertaken when using machinery and faults reported to the appropriate person 7/25/2024 Sample Footer Text 27

28. MANPOWER PLANNING   The staff strength of the housekeeping department mainly depends on the size and structure of the hotel, that is, whether it has a compact structure with clusters of rooms, the number of rooms per cluster or floor, the expanse of the public areas and landscaped areas, and so on. The general rule of thumb that aid in determining staff strength in the housekeeping department is given below.  7/25/2024 Sample Footer Text 28

29. Thumb rules for determining staff strength   Executive housekeeper: 1 for a 300 room property  Assistant housekeepers: 2 (1 per morning and evening shift)  Floor supervisors: 1 per 60 rooms for the morning shift; 1 for the evening shift; 1 for the night shift.  Public area supervisors: 1 for each shift  Linen/uniform room supervisors: 1  Room attendants: 1 per 16 rooms for the morning shift; 1 per 30 rooms for the evening shift (if turn down service is provided)  Linen and uniform room attendants: 2  7/25/2024 Sample Footer Text 29

30. Housemen: depends on the size of public areas and functions expected, but on average, 1 per 60 rooms  Desk attendants: 1 per shift  Tailors/upholsterers: 2 (may differ depending on the size of the hotel)  Horticulturist: 1  Head gardeners: 1 per 20 horticulturists Gardeners: 1 per 4500 sq. ft of landscaped area 7/25/2024 Sample Footer Text 30

31. Planning Duty Roasters:  D uty roasters specify the allotment of jobs, hours of duty, and days off for each member of the staff. To make for an even share of duties, the roaster should be rotated every five weeks. Duty roasters must be simple in format, easy to interpret, clearly written, and displayed on the staff notice board at least a week in advance.  7/25/2024 Sample Footer Text 31

32. Advantages for a duty roaster:  Planning a duty roaster in advance helps to ensure: The exact number of staff required to be on duty at any given occupancy. That staff working hours are as per their employment contract. That regular off-days are availed for enhancing productivity. Knowledge of which employees are present on the premises in instances of emergencies. Accuracy in attendance and payroll reports. 7/25/2024 Sample Footer Text 32

33. Steps in making a roaster: the steps in making a duty roaster are as follows Step 1 : Ascertain occupancy levels and events expected in the hotel. This information is provided by the sales and marketing department at the beginning of the financial year. On a daily and a weekly basis, more specific reports of occupancy are available through coordination with the front office department. The overall forecasts of occupancy must be considered before scheduling the employees’ annual leave. These forecasts also help the executive housekeeper to follow the staffing to ensure sufficient staff at peak periods and avoid excess labor during slack periods. 7/25/2024 Sample Footer Text 33

34. Step 2 : Ascertain the spread of duty hours to be scheduled in the duty roaster, whether 12 hours, 16 hours, or 24 hours. Decide whether the positions will work for 5 or 7 days per week.  Step 3 : Ascertain the type of shift-straight shift, break shift, rotating shift, or any other alternative scheduling-to be used. Step 4: Ascertain the number of full time and part time staff on the payroll.  Step 5 : Ascertain the number of labor hours per day and per week required for various positions.  Step 6: Incorporate coffee breaks and mealtime allowances in the roaster.  Step 7 : Ascertain that each employee gets a weekly off day after 6 working days. Provide for compensatory offs. Schedule one reliever per 6 employees.  Step 8: Ascertain closed days and restricted holidays, and any contingency planning that may be needed. 7/25/2024 Sample Footer Text 34

35. RECRUITING, SELECTING, HIRING, ORIENTING, AND TRAINING RECRUITING EMPLOYEES Recruitment involves identifying sources of labour , reviewing job descriptions and specifications, publicizing job vacancies, and inviting job applications to fill vacancies. The process is initiated by the executive housekeeper in keeping with the guidelines and procedures met by the human resource department.  Internal sources Opportunities arising from internal sources should be thoroughly examined before scouting for external sources. Internal sourcing encourages growth within the organisation and prevents stagnation and discontentment among the staff.  Internal sourcing is advantageous to the executive housekeeper also, since the manager thus gets employees who have already proven themselves and are familiar with the property. Internal sourcing involves promotions and transfers. 7/25/2024 Sample Footer Text 35

36. PROMOTIONS  It is essential that the executive housekeeper identifies employees who could be promoted to the next level, training and grooming them for the promotion.  This is referred to as succession planning.  Possibilities for promotion enhance the morale and productivity of employees.Transfers Interdepartmental transfers are an option that makes employees more flexible.  Employees can be then accommodated in any department when need arises.  Keeping transfers as an option calls for cross-training, so that employees can learn the duties of more than one position . 7/25/2024 Sample Footer Text 36

37. External source : External sourcing is necessary for entry-level jobs and whenever creative inputs from external candidates need to be used at specific positions.  Colleges and high schools: Qualified candidates can be recruited through various hotel management colleges across the country. For some lower-rung positions, high-school students looking for job openings may be recruited.  Employment bureaus : These bureaus maintain a database of people looking for jobs. When contacted, the bureaus match the skills required for the vacant position with the skills of candidates listed with them.  Networking and recommendations : Personal contacts of friends, co-workers, or subordinates may also be a potential source of labour . Personal contacts and recommendations are a major source of recruitment in the hotel industry. Advertising : Along with tapping the above sources, most hotels place advertisements in newspapers and industry publications. 7/25/2024 Sample Footer Text 37

38. SELECTING EMPLOYEES :   The process of selection involves screening application forms and resumes, interviewing, and evaluating. Selection is a process of identifying and hiring people whose probability of success in the job at hand is maximum and who are likely to stay long enough with the organization to add to its development.  HIRING EMPLOYEES   Once suitable candidates are identified and the references checked, the human resource department extends the job offer to them at the earliest. Medical examinations must be undergone by the selected candidates. Finally, identification cards, time-in swipe cards, and relevant forms need to be collected by the new employees. The executive housekeeper must also inform other employees about the identity and position of the new employee and prepare them to extend their co operation to the team member . 7/25/2024 Sample Footer Text 38

39. ORIENTING EMPLOYEES  With the hiring process over, the new employees are now on the payroll of the establishment. The newcomers need to be introduced to people and be familiarized with the environment in which they are to work. This is done through an orientation or induction programme . Orientation is the guided adjustment of a new employee form part of the orientation programme :  • The history of the organization  • General policies and practices of the organization  • Departments; their location and function  • Staff benefits; location of staff toilets, locker rooms, restrooms, staff mess, and so on .  • Safety regulations and other procedures  • Organizational hierarchy, defining the employee’s position and reporting relationships.  The orientation may take place through formal methods- using film slides, demonstrations, and lectures-or informal methods. Most hotels have a training department, which takes care of the orientation programme in general. 7/25/2024 Sample Footer Text 39

40. TRAINING EMPLOYEES   Training is the overall enhancement of human ability by developing knowledge, skills, attitude and behaviour in order to achieve individual goals.  Training relates not only to new employees, but is an ongoing process for the entire team. Training is effective only when the knowledge gained is applied at work and tested for usefulness.  The steps in planning a training programme are presented below.  The first step in training is to assess the need for training in the department. The second step is to identify areas in which training is required and list them according to priority.  The third step is to determine what type of training is needed in each area. The fourth step is to plan the training programmes and set time periods for implementing them. The fifth step is to evaluate the programme . 7/25/2024 Sample Footer Text 40

41. The benefits of training are as follows : New employees learn in a comfortable atmosphere  New employees understand the importance of the job and the expectations to be met  Existing employees improve their work performance The incidence of accidents is reduced and safety is enhanced  Employees are motivated and their job satisfaction improves  Employees and overall productivity improves  Employee turnover is reduced  Standards and quality of work improve  Supervision improves 7/25/2024 Sample Footer Text 41

42. TYPES OF TRAINING   Training may be of various types. They are as follows:  Induction training : Induction training is carried out when an employee is new to the organization and has to learn the required knowledge, skills, and attitude for his new position.  Refresher training : This is carried out when an old employee has to be re-trained to refresh his/her memory.  On-the-job training : This type of training takes place while a trainee is working on a daily schedule. The trainee in this case is under the guidance of a trainer or a buddy. As part of on-the- job training in housekeeping, the new employee may be instructed in topics such as  • The use and care of equipment  • The use and storage of cleaning agents  • Setting up of the room attendant’s cart and  • Linen, laundry, and uniform-handling procedure. 7/25/2024 Sample Footer Text 42

43. Off-the-job training : Off-the-job training takes place away from work, in a classroom, by means of workshops, demonstrations, lectures, discussions, seminars, audio-visual presentations, case studies, and roleplaying. Some topics for instructions may be . Controlling expenses  Ways to meet standards Demonstration of new equipment  Stress management 7/25/2024 Sample Footer Text 43

44. APPRAISALS  Performance Appraisal:  Definition:  A process of evaluating an employee s performance on the job in terms of its requirement. Appraisal Procedure Involves: 1. Setting work standards 2. Assessing the employee s actual performance relative to these standards 3. Providing feedback to the employee with the aim of motivating that person to eliminate performance deficiencies or to continue to perform above par. 7/25/2024 Sample Footer Text 44

45. The main 5 objectives of Performance appraisal are:  1. To assist management in promotion, demotion, and transfer problems.  2. To improve job performance.  3. To increase analytical abilities of supervisors.  4. To reveal areas where training is needed.  5. To prevent grievances. 7/25/2024 Sample Footer Text 45

46. CONCLUSION  In conclusion, the interrelationship between the personnel department and the housekeeping department is pivotal for the smooth functioning and success of an organization. This collaboration is marked by several key aspects:In summary, the synergy between the personnel department and the housekeeping department enhances operational efficiency, employee satisfaction, and overall organizational success. This interdepartmental collaboration ensures that the housekeeping department functions optimally, contributing to a clean, safe, and welcoming environment for both employees and clients. Maintaining high standards of cleanliness and housekeeping is an on-going and never ending job, and will only happen if we have a detailed schedule of the tasks that need to be done, a clearly room status and best room cleaning procedure. Not just that, they have to alert on room inspections and reports. As a conclusion, every staff has to understand the importance of maintaining these high standards each and every day. 7/25/2024 Sample Footer Text 46

47. THANK YOU.......... 7/25/2024 Sample Footer Text 47

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