Room status

1. HOUSEKEEPING BASICS

2. HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Decisions about required number of cleaning employees
Frequency of cleaning
Roles of Housekeeping Dept.: Guestrooms
Public
spaces
lobby areas / public restrooms / front desk areas /
management offices / game rooms / exercise areas /
pool & spa areas / employee break rooms & locker
rooms / selected meeting & food service areas
Major Executive Housekeeper responsibilities:

3. HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Guestroom
areas
Properly cleaned by Housekeeping
Verified as clean by second member of Housekeeping
Room’s status has been reported to Front Desk
Roles of Housekeeping Dept.: Guestrooms
Elevators/ corridors/ stairwells/ guestrooms
Room will be assigned, when:
Communication role to Front Desk staff (room status info) &
Engineering / Maintenance Department ( room maintenance
issues)

4. HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Roles of Housekeeping Dept.: Guestrooms
(continued…)
Clean & Vacant
Room vacant, has been cleaned and can be
assigned to guest
OccupiedRoom registered to a current guest
On-ChangeRoom vacant but not yet cleaned
Do not disturb
Room is occupied but not yet cleaned, due to
guest request not to be disturbed
Sleep-out
Room reported as occupied, but room was not
used, and guest may have left
Stay-overGuest will stay in room at least one more night
Room status terminology

5. HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Roles of Housekeeping Dept.: Guestrooms
(continued…)
Due-out
Guest has indicated that is last day he/she will use
room
Check-outGuest has departed
Out-of-orderRoom is not rentable, thus not assignable
Lock-out
Guest’s items still in room, but guest will be denied
access until management approval of re-entry
Late check-
out
Guest has requested and has been allowed an
extension of regular check out time
Room status terminology (continued…)

6. ROLES OF HOUSEKEEPING DEPT:
LAUNDRY

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Laundry
areas
laundry preparation areas/ laundry supply closets/
guest linen, terry and supplies storage areas
Managing “On Premise Laundry (OPL)” and its effective
operation
Housekeeping Dept. & Executive Housekeeper’s role
Laundry often represents one of the hotel’s largest expenses.

7. STAFFING THE DEPARTMENT

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Assess quality of room cleanliness
Point out deficiencies to room attendants, get those deficiencies
corrected, & report revision of room status to Executive
Housekeeper or Front Desk
have management skills (planning, organizing, directing and controlling
departmental activities).
have commitment to cleanliness and impeccable cleaning standard.
create an appropriate inspection checklist and revise it as necessary.
know about personal administration, budgeting, laundry sanitation,
fabrics & uniforms, room cleaning chemicals and routines.
be guest oriented.
Executive Housekeeper should:
Room Inspector’s major responsibilities:

8. STAFFING THE DEPARTMENT
(CONTINUED…)

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Treat them at all times with respect
Ensure they are supervised by excellent supervisors
Have room cleaning assignment policies perceived by them as fair
Provide excellent, ongoing training
Provide a realistic career ladder for room attendants
Enforce Housekeeping Department policies consistently and
without favoritism
Ensure room attendant safety through training and appropriate
hotel policies
Provide benefit packages that are competitive for the area
Pay fair wages
Approaches to build highly motivated, dedicated
Room Attendants:

9. HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Housekeeping employees are
one of the hotel’s largest groups
Physical nature of jobs
Managing Housekeeping: Safety
this group’s accident
rates generally the
highest in the hotel.
thus
Equipment & supplies
Rule
Housekeeping employees should handle only those
machinery items and supplies they are properly
trained to handle.

10. MANAGING HOUSEKEEPING:
SAFETY

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Chemical handling
Cleaning procedures
Correct lifting techniques
Properly entering guestrooms
Contending with guestrooms containing:
firearms/ uncaged animals/ individuals perceived as
threatening/ ill or unconscious guests/ drugs and drug
paraphernalia / blood and potential bloodborne pathogens
Guest service
Guestroom security
Lost & Found procedures
Areas of training concern

11. MANAGING HOUSEKEEPING:
EMPLOYEE SCHEDULING
HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Inexperienced Executive Housekeeper relies exclusively on
minutes per room
Total # of minutes worked by room attendants / total # of guestrooms
cleaned = Minutes per room
Experienced Executive Housekeeper relies on both minutes per
room and knowledge of guests and sales patterns
size of guestrooms / amenities in rooms / actual number of rooms
to be cleaned / amount, if any, of deep cleaning
Scheduling the number of room attendants depends on:
How to establish room attendant schedules

12. MANAGING HOUSEKEEPING: INVENTORY
MANAGEMENT
HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Check how much of each item is in use, in storage, on order
Executive Housekeeper to compute monthly “product usage
reports”
sheets (all sizes)/ pillowcases/ bedspreads/ bath towels/ hand
towels/ washcloths/ soaps/ shampoos/ conditioners/ sewing kits/
glass cleansers/ furniture polish/ acid-based cleansers/ glassware/
cups/ coffee & filters/ in-room literature/ telephone books/ pens/
paper pads
Inventory items maintained by Executive Housekeeper:
Values of monthly inventories

13. MANAGING HOUSEKEEPING: INVENTORY MANAGEMENT
(CONTINUED…)

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Waldo hotel product usage report
117 Total Monthly usage
877 unitis
Count on:
__________________
850 units
Count on:
__________________
Plus
144 unitis Purchased in month
994 unitis Total in service
Less
______________________________
Date:
__________________________
Item:__________________________
For Period:
______________________
Prepared by: ____________________
Department:_____________________

January 1
February 1
Housekeeping King-sized Sheets

14. MANAGING HOUSEKEEPING: LOST
& FOUND
HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Hotel must safeguard mislaid property until rightful owner returns
Hotel must hold lost property until rightful owner claims it
Hotel not required to find abandoned property’s owner
Property left behind in room or found in lobby to be treated as mislaid or lost
Establish how long any mislaid/lost property to be held before disposing it
Three types of unclaimed property
Law and/or policy requirements:
Mislaid property
Owner unintentionally has left item(s)
behind
Lost property
Owner unintentionally has left item(s)
behind, then forgotten it/them
Abandoned propertyOwner intentionally has left item(s) behind

15. MANAGING HOUSEKEEPING: LOST &
FOUND
(CONTINUED…)
HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Date item is returned
Owner’s name/ address/
phone
Housekeeping Manager
returning item
Method of return
Date property is declared
as abandoned
Name of hotel employee
receiving abandoned
property
Date item is found
Description of item
Location where item is
found (room #, if
applicable)
Name of finder
Supervisor who receives
item
When item is found
Written
report
When returned to rightful
owner, or disposed of

16. FACILITY CARE & CLEANING

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Effective guestroom cleaning is heart of Housekeeping
Department
Determines long-term success or failure of property
Sleeping area: the first part seen by guest when entering
room
Bathroom area: closely inspected by guests for cleanliness

Forms basis for a guest’s initial impression of property
Public space cleaning
Guestroom cleaning

17. FACILITY CARE & CLEANING
(CONTINUED…)

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
G.M.s should know what to look for when inspecting the hotel
G.M.s must inspect public space, guestroom and laundry
operation areas regularly
G.M.s should not evaluate effectiveness of their
housekeeping departments based only on lower costs per
occupied room or fewer minutes per room cleaning
(these factors are not always better!)
G.M.s’ roles in facility care and cleaning

18. HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Collecting
Operating an effective “on-premises laundry” is a multi-
step process
Laundry
Delivering
Sorting
Watching
Drying
Finishing / Folding

19. LAUNDRY: OPERATING AN
EFFECTIVE OPL (CONTINUED…)

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Collecting
Dirty linen and terry should never be used as guestroom
cleaning rags.
Bloodstained linen or terry must be placed separately in a
biohazard waste bag (pre-sort in guestroom).
Biohazard waste bag should be on every housekeeping cart.
Sorting
Once in OPL, laundry is sorted both in terms of fabric type
& degree of staining.
Washing
This step is the most complex part.
Monitor a: washing times, b: wash temperatures, c:
chemicals, d: agitation length and strength

20. LAUNDRY: OPERATING AN
EFFECTIVE OPL (CONTINUED…)

HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
Drying
Drying is simply a process of moving hot air (140-145
degrees F.) through fabrics to vaporize & remove moisture.
Fabrics that are dried must have cool-down period in the
dryer before they are removed from it
Finishing/
Folding
Space for finishing laundry must be adequate
Storing
Many fabrics must “rest” after washing & drying
24-hr rest time for cleaned laundry
Housekeeping Dept. should maintain laundry par levels of
three times normal usage
Delivering
Storage areas containing these items should be locked

21. HOTEL OPERATIONS MANAGEMENT, 1/E
©2004 PEARSON EDUCATION

HAYES/NINEMEIER
PEARSON PRENTICE HALL

UPPER SADDLE RIVER,
NJ 07458
DESINGED BY
Sunil Kumar
Research Scholar/ Food Production Faculty
Institute of Hotel and Tourism Management,
MAHARSHI DAYANAND UNIVERSITY,
ROHTAK
Haryana- 124001 INDIA Ph. No. 09996000499
email: [email protected] ,
[email protected]
linkedin:- in.linkedin.com/in/ihmsunilkumar
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webpage: chefsunilkumar.tripod.com