Organizational Structure of the Housekeeping Department

Organizational Structure of the Housekeeping Department

Organization is the process of identifying and grouping the work to be performed, defining and delegating responsibility and authority, and establishing relationships for the purpose of enabling people to work more effectively in accomplishing objectives. If the whole establishment has to work as one unit, it is important that there are clear lines of authority and good lines of communication. The organizational structure of a housekeeping department – whether in a small, medium, or large hotel – is depicted using an organization chart. An organization chart is a schematic representation of the relationships between positions within an establishment, showing where each position fits into the overall organization and illustrating the divisions of responsibility and lines of authority.

The housekeeping department in a hotel is headed by the executive housekeeper. She/he reports to the general manager, or to the resident manager, or the rooms division manager in a larger hotel. In the case of a chain of hotels, the executive housekeeper also reports to the director of housekeeping, who heads the housekeeping departments in all the hotels of that chain. The deputy housekeeper assists the executive housekeeper and, depending on the size of the property, there can also be assistant housekeepers who look after the various areas of responsibility in the hotel, that is, floors, public areas, the linen room, and desk control.

Then there are supervisors in each of these sections, who report to the respective assistant housekeepers. The floor and public area supervisors are responsible for getting the guest rooms and public areas, the linen room, and desk control.

Then there are supervisors in each of these sections, who report to the respective assistant housekeepers. The floor and public area supervisors are responsible for getting the guest rooms and public areas cleaned. The linen room supervisor is responsible for coordinating all the housekeeping activities and liaising with the other departments of the hotel. Attendants and house persons (also referred to as housemen) departments of the hotel. Attendants and house persons (also referred to as housemen) report to the supervisors.

The horticulturist has gardeners reporting to him/her. He/she reports to the executive housekeeper. Normally, this area is framed out on contract.                     

1 (a) Organization chart of a housekeeping department in a small-sized hotel

2 (a) Organization chart of a housekeeping department in a medium-sized hotel

2 (b) Organization chart of a housekeeping in a medium-sized hotel

3 (a) Organization chart of the housekeeping department in a large hotel

3(b) Organization chart of a housekeeping department in a large hotel

The laundry manager also reports to the executive housekeeper. He has laundry workers reporting to him. Laundry may also be given out on contract.

The organizational structure varies to some extent with different hotels. Therefore, organization charts are presented here for small (Figure 2.1), medium-sized (Figure 2.2), and large (Figure 2.3) hotels.

HOUSEKEEPING PERSONNEL

Housekeeping staff can be divided into three categories:

1 - Managerial Executive housekeeper, head housekeeper.

2-Supervisor Assistant housekeeper, floor housekeeper, linen room supervisor, public area supervisor, and so on. 

3-Unskilled Room attendants, house persons, cloakroom attendants etc. 

Executive Housekeeper/Director of Housekeeping

The executive housekeepers reports to the general manager, or the resident manager, or the rooms division manager. She is responsible and accountable for the total cleanliness and aesthetic upkeep of the hotel. She supervises all housekeeping employees, has the authority to hire or discharge subordinates, plans and assigns work assignments, informs new employees of property regulations, inspects completed assignments, and requisition supplies.

Duties and responsibilities The executive housekeeper is expected to

• Organize, supervise, and coordinate the work of housekeeping personnel on a day – to – day basis.

• Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel guests.

• Draw up duty rosters and supervise the discipline and conduct of her staff.

• Assure proper communication within the department by conducting regular meetings with all personnel.

• Hire new employees, warn employees when hotel policies are violated, and discharge employees when necessary.

• Counsel employees on various duties and on work-related issues.

• Motivate her staff and keep their morale high.

• Establish and maintain standard operating procedures for cleaning and to initiate new procedures to increase the efficiency of labour and product use.

• Search constantly for and test new techniques and products.

• Maintain an inventory of the furniture, linen and movable equipment in the rooms and related premises and to ensure they are regularly checked.

• Organize maintenance and repair of guest rooms.

• Deal with articles that a guest may have left behind in a room.

• Ensure the provision of proper uniforms for the hotel staff.

• Ensure observance of hygiene and safety precautions.

• Offer suggestions to human resource department concerning selection recruitment, replacement, duty alterations, up gradation, and so on.

• Evaluate employees in order to upgrade them when openings arise.

• Organize and supervise on-the-job and off-the-job training of staff.

• Liaise between the maintenance and housekeeping departments.

• Inspect and approve all supply requisitions for the housekeeping department, and to maintain par stock, inventory control, and cost-control procedures for all materials.

• Check the reports filed and registers maintained.

• Maintain a time logbook for all employees within the department.

• Be responsible for the redecoration and refurbishing of rooms, lobbies and so on.

• Provide a budget to the management, and undertake budget control and forecasting.

Deputy Housekeeper

The deputy housekeeper reports to the executive housekeeper or the director of housekeeping. Large hotels may have a deputy housekeeper to whom the assistant housekeepers report. In smaller hotels, there may be either an assistant housekeeper or a deputy housekeeper reporting to the executive housekeeper.

Duties and responsibilities The deputy housekeeper is expected to 

• Check and ensure that all guest rooms, public areas, and ‘back-of-the-house’ areas are clean and well maintained.

• Inspect the work done by contractors- for example, pest control, laundry, window cleaning, and so on.

• Prepare staff schedules and duty rotas.

• Ensure periodical stock-taking and maintaining of stock records for linen, uniforms and equipment.

• Provide the necessary information to and assist the executive officer in staff appraisal, disciplining, termination and promotion.

• Develop and implement training programmes within the housekeeping department in consultation with the executive housekeeper.

• Assist the executive housekeeper in forecasting and budgeting for operating and capital expenditures.

• Take charge of the housekeeping department in the absence of the executive housekeeper.

Assistant Housekeeper/ Housekeeping Manager

The assistant housekeeper usually reports to the executive housekeeper. In hotels where an additional senior position of deputy housekeeper exists, the assistant housekeepers may report to the deputy housekeeper. Generally hotels employ one assistant housekeeper per 50-60 rooms. There may be just one assistant housekeeper under the executive housekeeper in a medium sized hotel or one for each shift in a large hotel. In large hotels the responsibilities for the floors, public areas, linen room, and control room are divided among assistant housekeepers. Essentially, the assistant housekeeper manages the resources provided by the executive housekeeper to achieve the objectives of cleanliness, maintenance, and attractiveness during a given shift. His/her responsibility involves the daily supervision of specific areas within the hotel. In the absence of the deputy housekeeper, all the above- mentioned duties and responsibilities are taken over by the assistant housekeeper.

Duties and responsibilities The assistant housekeeper is expected to

• Be responsible for the efficient and orderly management of cleaning, servicing, and repairing guest rooms.

• Be responsible for the hotel linen and check its movements and its distribution to room attendants.

• Keep an inventory of all housekeeping supplies and check it regularly.

• Assist the room attendants in their work.

• Provide the front office with a list of rooms ready for allotment to guests.

• Organize the flower arrangements.

• Arrange the training of staff and substitute for the executive housekeeper in case of his/her absence.

• Update record books, registers, and files.

• Compile the maids’ roster.

• Check the VIP and OOO ( out-of order) rooms.

Floor Housekeepers/ Floor Supervisors

The floor housekeeper reports to the assistant housekeeper and executive housekeeper. Floor housekeepers have final responsibility for the condition of the guestrooms. Each floor housekeeper is assigned three or more floors. She gives the room attendants their room assignments and floor master keys, which are returned at the end of the day. She checks, supervises, and approves the attendants’ work and makes periodical inspection of the physical condition of all rooms on the floor.

Duties and responsibilities The floor housekeeper is expected to

• Supervise the handing over of soiled linen to the laundry and the requisitioning of 

fresh ones from housekeeping 

• Ensure supple of equipment and maintenance and cleaning supplies to floors and public areas.

• Issue floor keys to room attendants

• Supervise spring cleaning

• Report on maintenance work on her floor

• Coordinate with room service for cleaning.

• Maintain par stock for the respective floors.

• Coordinate with the front office manager.

• Facilitate the provision of extra services to guests, such as baby sitters, hot water bottles, and so on, on request.

• Immediately report on any safety or security hazard to the security department or to the management.

• Check on scanty baggage.

• Prepare housekeeping status reports.

• Supervise cleaning on the allotted floors and areas – including guestrooms, corridors, staircases, and floor pantries of allotted floors.

• Report on standards of individual staff performance.

Public Area Supervisors 

The public area supervisor reports to the assistant housekeeper. Public areas are the ‘front of the house’ areas such as the entrance, lobby, guest corridors, and so on. Since much of the public-area cleaning is done in the night, good coordination with the night supervisor is essential in this role.

Duties and responsibilities The Public area supervisor is expected to

• Ensure that all public areas and other functional areas are kept clean at all times.

• Organize special cleaning of public areas.

• Ensure that all maintenance jobs are attended to in coordination with the maintenance department.

• Ensure that flower arrangements are placed in appropriate places in public areas.

• Ensure that banquet halls and conference halls are kept ready for functions and conferences.

Night Supervisor

The night supervisor reports to the assistant housekeeper. He supervises all night staff engaged in the cleaning of public areas and guestrooms in the hotels.

Duties and responsibilities The night supervisor is expected to

• Ensure that all public areas are thoroughly cleaned at night, which is the only time when traffic is low.

• Clear departure rooms to the front office if necessary. 

• Plan the order of work according to priority and direct staff accordingly. 

• Make sure that departure room s are serviced and made ready as soon as

possible in order that reception may re-let at any time. 

• Organize special cleaning of rooms as required. 

• Anticipate guests’ requirements at all times, thereby ensuring comfort and

satisfaction. 

• See that all lost-and found articles are deposited with the control desk. 

• Ensure that submission of room attendants’ reports and the room status reports. 

• Help with training of staff. 

• Report any safety or security hazards.

Evening Shift Supervisor

Evening Shift Supervisors are required for the floors. Public areas, and control room. 

They report to the assistant housekeeper.

Duties and responsibilities An Evening Shift Supervisor is expected to

• Check all log entries and ensure they are followed up. 

• Ensure all keys are deposited back before taking over the shift. 

• Ensure all cleaning of rooms that were not serviced in the morning – rooms with a ‘do not disturb’ (DND), double locked (DL), or refused service status. 

• Ensure all departure rooms are cleaned and released to the front office as soon as possible. 

• Ensure that the turned down service is carried out for all rooms. 

• Ensure public areas are kept clean at all times.

Linen Room Supervisor/Linen Keeper

The linen room supervisor reports to the assistant housekeeper. She supervises the work of linen room and may have several linen attendants to assist her in providing clean presentable linen throughout the house.

Duties and responsibilities The linen room supervisor is expected to

• Be responsible for the entire hotel’s linen. 

• Send dirty linen to the laundry after checking them piece by piece. 

• Check laundered linen before giving it for ironing. 

• Put away linen neatly once it has been washed, ironed, and mended. 

• Hand out linen to various departments on presentation of vouchers signed by the heads of the respective department. 

• Maintain a register of linen movements and check the linen regularly. 

• Look after the ironing and laundering of guests’ clothes and the uniforms of the hotel staff. 

• Supervise the work of the linen attendants and tailors. 

• Make suggestions relating to replacement purchases.

Uniform Room Supervisor

A uniform room supervisor reports to the assistant housekeeper. He/she is responsible for the 

maintenance of hotel staff uniforms.

Duties and responsibilities The Uniform Room Supervisor is expected to 

• Be responsible for providing clean, serviceable uniforms to the staff of the hotel.

• Keep an inventory control of various uniforms in various stages of use- such as when sorted ones are handed over, or which are being washed or dry cleaned in the laundry, or those on the person of the staff, or those in store for future issue.

• Set the budget for the procurement of additional material of staff uniform.

Linen Room Attendant / Linen Room Maid

Linen Room Attendant reports to the linen room supervisor.

Duties and responsibilities The linen room attendant is expected to 

• Be responsible for sorting all the sheets, pillowcases, towels, table cloths, napkins, and so on into separate stacks.

• Issue clean linen on a clean-for soiled basis.

• Place soiled linen in containers and send these to the laundry.

• Examine and count each item when they are sent to the laundry and again on their return.

• Shelve laundered linen after verifying the number and type of articles.

• Send torn articles to the seamstress for repair.

• Maintain proper records of discards and determine the percentage of discards.

Uniform Room Attendant

A uniform room attendant reports to the uniform room supervisor. He/she is in actual contact 

with the staff for issuing uniforms.

Duties and responsibilities The uniform room attendant is expected to 

• Issue clean uniforms while receiving soiled ones.

• Send soiled uniforms for laundering.

• Examine the laundered items to ensure cleanliness and serviceability.

• Send torn uniforms to the seamstress for mending

• Keep a count of uniforms.

• Shelve laundered uniforms after verifying the types of articles.

• Count and record linen to fill requisitions.

Storekeeper

A storekeeper reports to the linen room supervisor. In large hotels, a storekeeper may be 

appointed to a full-time position.

Duties and responsibilities A storekeeper is expected to 

• Control the stock of equipment.

• Store cleaning materials and agents

• Issue equipment and cleaning materials as per demand.

• Prepare requisitions for used-up materials and new products for the approval of the executive housekeeper.

• Liaise with the purchase department for the procurement of approved materials.

Control Desk Supervisor/Control Room Supervisor

The control desk supervisor reports to the assistant housekeeper. The control room or control desk is the nerve centre of the housekeeping department. The desk is manned 24 hours a day. Since the control desk is the hub of information dissemination in housekeeping, the control desk supervisor is a critical person in housekeeping operations.

Duties and Responsibilities The control desk supervisor is expected to

• Coordinate with the front office for information on departure rooms and handing over of clean rooms

• Coordinate with other departments for smooth functioning and efficiency

• Receive complaints on maintenance and housekeeping 

• Maintain registers kept at the control desk

• Receive special requests from guests

• Act as a pivotal person in receiving and disseminating information amongst housekeeping staff

• Maintain the latest reports regarding room occupancy, VIPs, status of rooms and so on, so that work can be delegated to attendants and supervisors accordingly

• Attend to all phone calls received at the control desk

• Be responsible for guestroom keys given to room attendants and to store the keys and maintain a key register 

Guestroom Attendants/Room Maids/Chamber Maids

Guest room attendants (GRAs) report to the floor supervisor (or the night supervisor, in case of night room attendants). In small hotels, they may report to the assistant housekeeper directly. Generally hotels employ one room maid per 12-15 rooms. The room attendants’/maids’ work is of great importance because it contributes in a big way to the comfort of guest and hence their impression of the hotel, and this includes making beds, coping with linen supplies, and general cleaning. Nowadays most hotels use the term ‘attendant’ rather than ‘maid’ since men have entered this arena earlier dominated by women.

Duties and responsibilities A room attendant is expected to

• Clean and tidy rooms as per the sanitary regulations assigned

• Change guestroom and bathroom linen

• Make guestroom beds

• Replenish guest supplies

• Answer guests’ summons promptly

Uniform Room Supervisor

A uniform room supervisor reports to the assistant housekeeper. He/she is responsible for the assistant housekeeper. He/She is responsible for the maintenance of hotel staff uniforms. 

Duties and responsibilities The uniform supervisor is expected to

• Be responsible for providing clean, serviceable uniforms to the staff of the hotel.

• Keep an inventory control of various uniforms in various stages of use-such as when sorted ones are handed over, or which are being washed or dry-cleaned in the laundry, or those on the person of the staff, or those in store for future issue

• Set the budget for the procurement of additional material for staff uniforms

Linen Room Attendant/ Linen Room Maid

Linen room attendants report to the linen room supervisor

Duties and responsibilities The linen room attendant is expected to

• be responsible for sorting all the sheets, pillowcases, towels, table cloths, napkins, and so on into separate stacks

• issue clean linen on a clean-for-soiled basis

• placed soiled linen in containers and send these to the laundry

• examine and count each item when they are sent to the laundry and again on their return

• shelve laundered linen after verifying the number and type of articles

• send torn articles to the seamstress for repair

• maintain proper records of discards and determine the percentage of discards

Uniform Room Attendant

A uniform room attendant reports to the uniform room supervisor. He/She is in actual contact with the staff for the issue of uniforms

Duties and responsibilities A uniform room attendant is expected to 

• issue clean uniforms while receiving soiled ones

• send soiled uniforms for laundering 

• examine the laundered items to ensure cleanliness and serviceability

• send torn uniforms to the seamstress for mending 

• keep a count of uniforms

• shelve laundered uniforms after verifying the types of articles

• count and record linen to fill requisitions

Storekeeper

A storekeeper reports to the linen room supervisor. In large hotels, a storekeeper may be appointed to a full-time position

Duties and responsibilities A storekeeper is expected to

• control the stock of equipment 

• store cleaning materials and agents

• issue equipment and cleaning material as per demand 

• prepare requisitions for used-up materials and new products for the approval of the executive housekeeper

• liaise with the purchase department for the procurement of approved materials

Control Desk Supervisor/Control Room Supervisor

The control desk supervisor reports to the assistant housekeeper. The control room or control desk is the nerve centre of the housekeeping department. The desk is manned 24 hours a day. Since the control desk is the hub of information dissemination in housekeeping, the control desk supervisor is a critical person in housekeeping operations

Duties and responsibilities The control desk supervisor is expected to

• coordinate with the front office for information on departure rooms and handing over of clean rooms

• coordinate with other departments for smooth functioning and efficiency

• receive complaints on maintenance and housekeeping

• maintain registers kept at the control desk 

• receive special request from guests

• act as a pivotal person in receiving and disseminating information amongst housekeeping staff

• Maintain the latest reports regarding room occupancy, VIPs, status of rooms, and so on, so that work can be delegated to attendants and supervisors accordingly.

• Attend to all phone calls received at the control desk

• Be responsible for guestroom keys given to room attendants and to store the keys and maintain a key register

Guestroom Attendants/Room Maids/Chamber Maids

Guest room attendants (GRAs) report to the floor supervisor (or the night supervisor, in case of night room attendants). In small hotels, they may report to the assistant housekeeper directly. Generally hotels employ one room maid per 12-15 rooms. The room attendants’/maids’ work is of great importance because it contributes in a big way to the comfort of guests and hence their impression of the hotel. Their day consists of servicing each room to the required standard of the hotel, and this includes making beds, coping with linen supplies, and general cleaning. Nowadays most hotels use the term ‘attendant’ rather than ‘maid’ since men have entered this arena earlier dominated by women

Duties and responsibilities A room attendant is expected to 

• clean and tidy rooms as per sanitary regulations assigned

• change guestroom and bathroom linen

• make guestroom beds

• replenish great supplies

• answer guests’ summons promptly

• be responsible for getting guest laundry processed

• undertake the evening check of rooms and provide the turn-down service

• check and secure rooms

• hand over to the housekeeper any article which a guest might have left behind in a room

• replenish the maid’s cart with guest supplies, cleaning agents, and linen

Head Houseperson

He/She reports to the public area supervisor. In some organizations, he/she may report directly to the executive housekeeper or assistant housekeeper, and is in charge of the housemen/housepersons.

Duties and responsibilities the head houseperson is expected to

• Supervise the work allotted to housepersons, especially those in the public areas.

• Supervise the work of people who clean the carpets, wall washers, and window washers

• Supervise the work of drapery men, heavy vacuum machine operators for general cleaning, chandelier cleaners, and workers responsible for relamping. 

• Supervise the work of furniture men, floor en, and warehouse men

Houseporters/Housepersons

The housepersons report to the head houseperson or the public area supervisor. The houseperson’s job involves heavy physical work as assigned, such as carpet cleaning, window cleaning, carrying heavy pieces of furniture, washing public areas, garbage clearance, and also complementing the work of room attendants on guest floors.

Duties and responsibilities A houseperson is expected to

• Clean carpets

• Shift beds, chairs, and other heavy furniture

• Cart linen to and from floors

• Clean the swimming pool

• Clean garden paths and such outdoor surfaces

• Clear out the garbage

• Polish all brasswire

• Help room attendants in their work in guestrooms 

• Clean all doors, windows, and ventilators

• Take down and re-hang curtains as needed

• Clean fire-fighting equipment

• Keep the fire buckets filled with sand

• Take on heavy cleaning of areas such as shafts and terraces

• Wash walls, draperies, chandeliers, and other hard-to-reach areas

Tailors, Seamstresses, and Upholsterers

They report to the linen room supervisor. They are responsible for mending and stitching uniforms, linen, and upholstery, respectively. The upholsterers also replenish upholstery that require replacement

Duties and responsibilities This group of staff is expected to

• Mend all damaged linen using methods such as patching

• Mend all damaged uniforms and alter uniforms if required

• Make pads from used mattress pads for the burnishing of silver

• Stitch pillowcases if required 

• Refurnish all damaged upholstery

• Repair guests’ clothes if damaged

• Estimate the requirement of materials and request the linen room supervisor to place a requisition at the stores

• Draw material from the stores and take these to the tailoring room.

Cloakroom Attendant/Power Room Attendant

In a hotel that hosts many events and receives many non-resident guests, it is usual to have someone on duty in a ladies’ powder room during lunch and dinner time to attend to the requirements of guests, guard their belongings, and keep the powder room neat and tidy. The cloakroom attendant reports to the public area supervisor

Duties and responsibilities The cloakroom attendant is expected to

• Maintain an adequate stock of soaps, detergents, combs, brushes, powder, and hand towels to meet demands at peak hours

• Take soiled hand towels to the linen room for replacement 

• Maintain the shoe-shine kit and clean guest’ shoes if required

• Maintain all cupboards and fixtures installed in the cloakroom

• Brush guests’ jackets if required

Hat Checker

A hat checker provides his services in superior hotels in cold climates. His domain is the hat check room, where hats and heavy overcoats are deposited by guests as soon as they enter the hotel lobby, so as to spare them the inconvenience of carrying these articles around in the hotel. The hat checker carefully labels these guest articles, and hands or stores them correctly so as to return them to the guests when they are leaving the hotel

Horticulturist

Many large hotels have their own horticulturist, who reports to the assistant housekeeper. He/She leads a team of gardeners in maintaining the landscaped gardens of the hotel as well as in supplying flowers from the gardens for flower arrangements in the hotel. Flowers are used largely by the housekeeping department to aesthetically enhance various areas of the hotel. Flower arrangements may be used in banquet functions, guestrooms, restaurants, lobbies, offices, and so on.

Duties and responsibilities The horticulturist is expected to

• Supervise the maintenance of gardens and landscaped areas

• Ensure smooth supply of flowers to the housekeeping department

• Assist the executive housekeeper with flower arrangements in the absence of a florist

Head Gardener

The head gardener reports to the horticulturist. He is require to maintain landscaped areas and gardens in a hotel, keeping in mind their cleanliness, aesthetic appeal and freshness all the year round through a well-motivated team of gardeners

Duties and responsibilities The head gardener is expected to

• Ensure that landscaped areas, gardens, rock gardens, waterways, and so on are maintained as per the original concept

• Brief, schedule, ad allot duties to gardeners

• Take care of fresh seasonal plantings

• Procure quality seeds from reliable sources at reasonable costs

• Procure, control, and supervise the usage of manure and fertilizers

• Maintain the watering schedules and attend to any problems regarding water shortages

• Provide the hotel with flowers, garlands, wreaths, or bouquets as and when required

• Maintain and prepare indoor plants for the hotel

• Supervise the maintenance of lawns, mowing and replanting the grass

• Train gardeners

• Ensure that gardeners handle equipment and tools effectively and correctly

• Oversee the upkeep of the plant nursery and greenhouse

Gardeners

Gardeners (maalis) report to the head gardener or the horticulturist. They keep landscaped areas, lawns, and gardens clean, aesthetically beautiful, and fresh through the daily schedules of tasks assigned to them 

Duties and responsibilities The gardener is expected to

• Dig landscaped areas and maintain them as per the original concept and undertake fresh plantings.

• Plant seeds and saplings as per conditions and the landscaping/ horticultural concept.

• Distribute manure and fertilizer appropriately.

• Water all garden areas as scheduled.

• Maintain plant nursery, and the greenhouse.

• Prune and trim hedges and bushes.

• Prepare flowers, potted indoor plants, wreaths, bouquets, and so on, as required by the hotel.

• Utilize garden tools efficiently.

Florists

Many luxury hotels employ their own florists nowadays. Providing attractive flower arrangements for the entire hotel is his/her responsibility. A florist may report to the horticulturist or to the assistant housekeeper. He/she may have an assistant florist to help.

Duties and responsibilities A florist is expected to

• Collect fresh flowers from the gardeners every day

• In case flowers are not available from the hotel gardens, to purchase flowers from dealers

• Make up various types of flower arrangements for different hotel areas- lobbies, front office, restaurants, banquet halls, convention rooms, VIP rooms, and guestrooms

• Provide garlands, wreaths, and bouquets to the hotel for guests, as and when required

• Treat cut flowers so that they last longer

• Maintain flower arrangements-by changing water, pruning, and so on

• Be responsible for the functioning of the flower room in the housekeeping department, which deals with the care of flower arranging equipment, mechanics, accessories

• Train the assistant florist

Laundry Manager

The laundry manager reports to the director of housekeeping. He/she is responsible for the entire functioning of the laundry and dry-cleaning unit. A laundry manager must have organizational ability as well as technical knowledge of chemicals and their effect on fabrics.

Laundry Supervisor

He/she is in charge of the functioning of the laundry in the absence of the laundry manager. A laundry supervisor must have a good understanding of all aspects of the laundry equipment, chemicals, and fabrics.

Dry-cleaner

The dry-cleaner is in charge of the dry-cleaning of hotel linen and guest clothing.

Washer

A washer is the person who actually does the laundering of linen, uniforms, and guest clothing.

Duties and responsibilities The washer is expected to

• Spot stained fabrics before loading them into the washing machines

• Load soiled linen into washing machines, feed in the right of detergent and other laundering chemicals and run the machine.

• Load washed linen into dryers

• Clean all equipment after use.

Laundry Workers

They are the lower rung of staff in the laundry, carrying out a variety of duties. Proper training is essential to ensure they function smoothly and efficiently.

Duties and responsibilities The laundry worker is expected to

• Sort soiled linen according to fabric types, colours, and degree of soiling

• Load soiled linen into washing machines and to load washed linen into dryers.

• Transport soiled linen from the linen room to the laundry and fresh linen from the laundry to the linen room

• Keep the laundry clean

Valets/Runners

‘Valet service’ means that the hotel will take care of guest’s laundry. Valets report to the linen room supervisor. They are responsible for collecting soiled guest laundry and delivery fresh guest laundry. In many hotels, a valet is not charged with the task of delivering guest laundry only. Here the valet shares a service room with the GRAs; the room is complete with iron and ironing board, needle, cotton and string, shoe-cleaning necessities, and so on. He may also perform the less tedious functions of a houseman.

PERSONAL ATTRIBUTES OF HOUSEKEEPING STAFF

The housekeeping department in a hotel may easily have the largest workforce. No matter how luxurious the décor or how aesthetic the guestroom may be, grumpy, poorly trained, and unhelpful staff can destroy any potential customer satisfaction with the hospitality product. Being a service industry, the personal projection of staff to guests enhances the image of the hotel. It is also essential to know the qualities that a housekeeping staff must possess for the purpose of recruitment, induction, training and self-development programmes. These attributes sometimes override the importance of skill, as skills can be taught but these personal traits (Figure 2.4) should be inherent in a member of the staff.

Fig. 2.4 Personal attributes of housekeeping staff

Pleasant Personality A pleasant personality is the result of good grooming and good presentation in front of guests. The way a staff looks is the first impression he/she creates, and this reflects on the quality of service and standards in an establishment. It is good to remember that ‘your last look in the mirror will be the guest’s first look’. All the supervisory housekeeping staff and the guestroom attendants (GRAs) should be especially well groomed, as they come into close contact with the guest. The staff should be turned out in clean and crisp uniforms. Aftershaves and perfumes used shouldn’t be too strong; mild deodorants should be preferred. Most establishments follow a minimum jewellery and light make-up policy for female housekeeping staff. Hair must always be clean and, in case of long hair, tied up or back. Many hotels have a maid’s cap for attendants. Because of the long hours involved, housekeeping staff should wear comfortable, light, low-heeled box shoes and keep them looking clean at all times. Unclean mannerisms such as scratching of the face or scalp and chewing gum in front of guests should be avoided. It should always be remembered that a ready smile on the face wins many a battle.

Physical fitness housekeeping is a 24 x 7 x 365 operation and the staff work long hours on their feet. Most of their work is manual and may require them to handle heavy equipment. Hence physical fitness is a must to cope with the nature of this work. A thorough medical examination and a medical history of candidates can be used as tools to ascertain their fitness at the time of recruitment. Housekeeping staff must maintain their level of fitness at the optimum to perform to required standards. It is said that ideal housekeeping staff should possess a ‘strong heart and good feet’.

Personal Hygiene Personal Hygiene deals with matters pertaining to the health of the individual for the maintenance of which the responsibilities lie with him alone.

Elements of good personal hygiene include:

• Good and healthy habits

• Cleanliness of the skin

• Cleanliness and care of hair, eyes, ears, teeth, and nose

• Cleanliness of the nails and fingers

• Cleanliness, tidiness, and condition of clothes and footwear

Housekeeping staff must maintain a high standard of personal hygiene, as it reflects on the hygiene standards of the hotel. They must take a bath daily to avoid body odour. Their hair must be well combed, their nails cleans and clipped. Their mouths should be free of any offensive odour. Any infections should be reported and attended to immediately. Cuts and burns should be covered with the correct dressings.

Eye for detail This is one of the foremost attributes that housekeeping staff must possess. They must be able to take into consideration minute details that a layman may let go unobserved. The power of critical observation is what distinguishes good service from average. Room attendants need to have an eye for detail in order to make up a flawless guestroom and housekeeping supervisors need to have a keen sense of observation to inspect these rooms for perfection. Furthermore, the whole property must be continually scrutinized by the housekeeping department for proper care and maintenance

Cooperation Housekeeping staff must cooperate not only with each other, but also with the staff of other departments. This is absolutely essential, since housekeeping involves a lot of team-work for efficient functioning. If there is any lack of cooperation and coordination, it indirectly affects the guest and hampers efficiency

Adaptability This is an important quality in housekeeping staff. They should be willing to try out and experiment with new ideas. The entry of foreign hotel chains into India has brought about an immense sense of competition, due to which hotels in India are now trying out more innovative methods and materials in housekeeping. The staff should accept and adapt to change willingly and should welcome such innovations

Honesty This quality is all-important to the staff in dealings with both guests and the management. Housekeeping staff have direct access to guestrooms. Guest’s belongings are often lying around the room and temptations are great. Housekeeping staff also deal with various kinds of guest amenities that may also tempt them. It is inherent discipline and integrity that checks these temptations. If there is trust and respect across the triangle of staff, guests, and management relationships, then there will be a work atmosphere that encourages efficiency and a good team spirit.

Tact and diplomacy Housekeeping staff come into close contact with various kinds of guests. Some guest may make unusual requests or complaints. Sometimes guests may be fussy and demand service that override management policies. It requires a lot of tact and diplomacy on the part of housekeeping staff to handle such guests at their level, since under no circumstances can they be rude to a guest or hurt his/her sentiments. Staff needs to be trained in haling guests who make such requests

Right attitude Most managers agree that a candidate with the right attitude is more of an asset to them than a candidate who has the skills but the wrong attitude. The candidate with good attitude displays an even temper, courtesy, and good humour, and does not betray displeasure even in the most difficult of times. They learn from their mistakes and are always optimistic. The employee with the right attitude is proactive and anticipates the guests’ needs and wishes. 

Calm demeanour Housekeeping staff may be faced with various kinds of emergency situations, and it is essential that they remain calm so as to do their best in coping with the problem in hand. If they panic during an emergency, their anxious demeanour could become contagious and be passed on to guest and colleagues. A calm demeanour helps employees to think rationally themselves and to display their presence of mind.

Courtesy A housekeeping employee should extend courtesy to both guest and colleagues. It is essential that while dealing with guests, the staff be humble and polite. Housekeeping staff should never argue with a guest and, if they cannot deal with the situation, it should be referred immediately to a senior member of the team. Guests will always remember pleasant and charming staff, as this adds to the guest’s positive experience in a hotel.

Punctuality This too is crucially important. If an employee is continually late for duty, it shows lack of interest in the work and a lack of respect for the management and guests. Respect for time during working hours will reflect on the employee’s work and help to create an impression worthy of appreciation

Good memory This is an essential asset in housekeeping staff, particularly when dealing with regular guests and repeat customers. A staff member who remembers a guest’s like, dislikes, needs, and wishes will be tremendous asset to the hotel.

Loyalty An employee’s first obligation and loyalty are to the establishment in which they are employed and to its management. A situation should never arise when employees use guests as their sounding board. They should respect the policies and decisions of the management.

SUMIT MANWAL