InstitutionalHousekeeping

HOUSEKEEPING ORGANIZATION

DEFINITION OF TERMS

 Domestic Housekeeping refers to housekeeping

maintenance in a house. It covers bedroom, kitchen, dining, receiving area, grounds and surrounding areas within the house.

Institutional Housekeeping applies to housekeeping maintenance in commercial lodging establishments like hotels, resorts, inns and apartels.

Housekeeper is one who is responsible for administering housekeeping maintenance and ensuring order.

Housebreak-out Plan a pictorial representation of every guestroom as it is located in the hotel, showing the relative positions of guestrooms, corridors, service areas and other areas significant to guestroom cleaning to determine the workload of room attendant.

Public Areas physical areas of a hotel where general public may congregate or walk includes lobby area restrooms or public thoroughfare.

SCOPE OF HOUSEKEEPING MAINTENANCEGuestroom maintenance which covers task like:Cleanliness and orderlinessFurnishing like room with the necessary amenities and suppliesAttending to service request of houseguests.Keeping the area free from safety hazards.

MAINTENANCE OF PUBLIC AREAS

 Maintaining the cleanliness and orderliness in all public areas which include lobby, corridors, function rooms, grounds. etc.Maintaining the upkeep of the surroundings of the building by keeping clean and free from litters.Keeping the public areas free of safety hazardsUndertaking minor repair like busted bulbs, broken furniture, etc.

PROVIDING LINEN/LAUNDRY SERVICE

Collecting and delivery of laundry items for houseguests or in-house occupants Washing, drying, ironing, guest clothes and linens used in banquet functions, food service and guestrooms.Mending torn linens.

FUNCTIONS AND AREAS COVERED

FUNCTIONS:Cleaning and maintenance Training of EmployeesRequisition and Control

AREASRoom DepartmentsGuestroomRoom Corridors

PUBLIC AREASFront DeskMain EntrancePublic Thoroughfares

RECREATION AREASIndoor and OutdoorHealth ClubsSaunas

COCKTAIL LOUNGESBar AreasService Areas

RESTAURANTSDining AreasService Areas

EMPLOYEE AREASLocker RoomsEmployee RestroomsEmployee Cafeteria

OFFICESSalesReservation Executive Offices

HOUSEKEEPING ORGANIZATIONAL CHART

         

Executive Housekeeper

Assistant Executive Housekeeper

STAFFING DUTIES AND RESPONSIBILITIES

Executive HousekeeperResponsible for overseeing the smooth operation of the departmentSensitive to operation and labor costControl performance of the departmentStaff training programPlanning schedule of day to day activitiesAccountability of management

 

Assistant Executive HousekeeperDaily supervision of specific areasAssigning workloadsGeneral administration when Executive Housekeeper is on leave

 

Housekeeping Floor SupervisorDirects and control rooms keeping activitiesSupervised Mini bar installation and room amenities

 

Room Attendant/ChambermaidPrepare housekeeping cart Request for supplies and linenClean and make-up the roomPrepare room status reportPrepare lost and found reportMake incident report

 

Houseman/Utility ManPerform heavy cleaning dutiesDaily cleaning of public area and offices

LINEN ATTENDANTIssue linenMake inventory of linenReplenish stocksMake reports like: Lost

Replacement

Purchase

 

VALET/ VALET RUNNERConduct dry cleaning and pressing servicesDeliver guest/ laundry requests

DEFINITION OF TERMS

 Back of the house areas not exposed to the public.Back-to-back means heavy check-in and check-out on the same day Compendium a table where stationeries, brochures, pamphlets are placed.Crib/cot is a baby bed.Luggage rack is a spaced provided for guest luggage or baggage inside guestroomGrab bar is a bathroom handrail

SCOPE AND DEFINITION OF TERMS USED IN HOUSEKEEPING DEPARTMENT

COMMON ABBREVIATIONS USED:

 OC- Occupied room/On-ChangeOOO- Out of order roomOOT- Out of town when guest left for an out of town trip.BLO- Blocked, reserve for guest who is expected to arrive SA- Special attentionSDB- Safety Deposit BoxDND- Do not disturbDL- Double LockedLPU- Luggage Pick UpMB-Mini BarFSU-Fridge Stock-UpNS- No Show, room is reserved but not used in housekeeping report.

GOOD PERSONAL HYGIENE

DEFINITION OF TERMS

 

Contamination a process of soiling, staining or infecting through contact or association

 

Hygiene the science concerned with body cleanliness and maintenance of good health.

 

Hazards a biological chemical, physical property, that may cause an unacceptable consumer health risk.

 

Personal Plan document prepared by a manager indicating how he or she intends to carry out assigned responsibilities and meet commitments or stated objectives.

 

Standards of Cleanliness statement of the conditions that will exist when work has been performed satisfactorily.

 

Uniforms distinctive clothes worn by employees so that they can be recognized by general public as being part of a business.

PERSONAL CAREFinger Nails and HandsWash fingernails and hands frequentlyNeatly trimmed nailsAvoid nail polish

 

BODY CLEANLINESSBath dailyChange underwear frequentlyAvoid scent and aftershaves

 

SKIN Keep skin clear by adequate exercise, sleep, diet, and clean habitsEat wholesome foods

HAIRNeatly trimmedFrequently shampooedWell brushedNot longer than collar lengthAdopt neat hairstylesTied up and tied back

 

TEETHSound teeth and clean mouthWholesome breath

 

 

FEETKeep well trimmed toe nailsWell washed feet

 

UNIFORMWear clean proper uniform

 

POSTUREStand upright and walk erect

Personal Factors

IndustryHonestyPunctualityPleasing PersonalityProfessionalismHelpfulnessAccuracy

GUEST RELATIONS AND SERVICE

Customer relations and service are winning them and keeping them for life. Customers appreciate good feelings and solutions to problems.

Excellent customer relations and service must have the following qualities. Cheerfulness

Each request is treated as special. Nothing is too much trouble. Smiles lights up faces.

Promptness Long delay seldom invites return business. Long delays speak louder than colorful advertising. Prompt, attentive service is like a powerful attraction. Promptness draws customer back time after time.

Completeness Gives guest and clients what they want, when they want in the

manner they want it. Very low mistake rate. It is team member’s responsibility. It becomes more than a duty, it become a pleasure then a way of

life.

GUEST RELATIONS

Guest requests and concerns are given prompt and proper attention.

Staff Exhibit warm and pleasant disposition in dealing with guest.

Tact and diplomacy is observed in dealing with complaints and difficult situations.

Guest feedback and concerns are logged down and discussed for corrective action during meetings.

Student expresses warm appreciation and gratitude for guest patronage.

Guest needs and concerns are anticipated and attended immediately.

Inquiries of guest are given accurate and appropriate response. Staff makes their way to render extra services to guests. Guest with special problems like the sick, the intoxicated ones etc.

are given the necessary assistance and support by Housekeeping Staffs

CLEANING STANDARDS

Ceilings – Clean, free of dust and spots, paint intact, vents clean and free of dust and lint, lights replaced.

Room Walls – Clean, no lint, paint intact, free of finger marks and stains.

Floors – Clean, free of dust, lint, and stains; no wax buildup or accumulation of soil in corners; free of heel and scuff marks; free of discolored wax.

Cove Bases – Clean and clear, no wax buildup, no mop marks, no accumulation of soil in corners, intact around room (firmly affixed to wall with no signs of being loose at juncture with floor).

Doors – Clean, free of marks, finish intact, kickplate clean and shiny, top free of dust and lint, edges clean, handle or knob clear and clean, hinge facing and door frame clean and free of dust and lint (inside and outside).

Windows – Clear and clean, not in need of immediate washing, frame clean, glazing intact; still clean; paint in good condition.

Window Drapes – Free of lint; properly hung on tracks; not faded; no stains, yellowing, or tears; pullys and pull cordes intact and working; pins installed correctly in drapes and on carriers.

Cubicle Curtains – Clean and free of stains, not faded, pull freely in tracks, properly mounted, no tears, adequate length and width.

Beds – Headboards and footboards clean, metal upright and horizontal frame members clean, control unit and cord clean and working, linen clean and free of stains and tears, bed properly made, undercarriage free of lint and soil, wheels clean and free of lint.

Mattresses – Clean, free of stains and lint, in good repair without rips or tears, thoroughly deodorized, mattress turned on each discharge.

Overbed Tables – Clean and free of dust; elevation controls working properly, drawer and drawer mirror clean and free of dust, lint, and streaks; base, frames, and wheels clean and free of dust and lint.

Bedside Console Units – Countertop, shelves, and facings clean and free of dust and spots; no accumulation of soil in corners; stainless steel sink and plumbing fixtures clean and free of spots and streaks; clothes closet clean and free of dust and lint.

Chairs – Clean, free of lint and dust.

Television Sets – Clean, free of dust and lint; shelf clean, free of dust and lint.

Bath Room – Toilet bowl clean inside and outside; no stains, streaks, or residue, toilet sea clean, free of spots, stains, or streaks, and tightly fastened to toilet; plumbing fixtures clean, free of dust, spots, and streaks; plumbing connections to toilet free of alkali buildup and dirt; base of toilet free of soil buildup and stains.

Sinks – Clean, inside, outside, and underneath, free of spots and streaks; plumbing fixtures on top and underneath free of dirt, spots, and streaks; base of plumbing fixtures free of alkali buildup.

Mirrors – Clean, free of spots and streaks; frame top and edges free of dust and lint; shelf clean, free of spots and streaks.

Shower Stalls – Walls clean, free of soil buildup on caulking, caulking intact; fixtures free of spots and streaks; door frame and glass free of dust, lint, spots, and streaks, horizontal crossbars above door free of dust, lint, spots and streaks.

Dispensers – Soap, paper towel, and seat cover dispensers clean, free of dust and lint on top and underneath, free of spots and streaks, supplies replenished.

Refrigerators – Clean, free of dust spots and stains; shelves and facing clean and free of spots, spills, and stains, freezer clear and free of stains; motor vent clean and free of dust and lint.

CLEANING EQUIPMENTS

GENERAL RULES IN THE USE OF CLEANING EQUIPMENT

Check electrical appliances and equipment before use. Check if there are fayed wires, loose plugs and connections. Never use any appliances that are defective.

Clean and store equipment in their custodial room immediately after use.

Clean and store equipment in their custodial room immediately after use.

Empty dust bags of dry vacuum cleaners before they overload and after each use.

Follow manufacturer’s operating instruction. Schedule a regular check-up of equipment to prevent serious

breakdown. To avoid electric shock or short circuit, do not expose equipment

to rain or water. Store them indoors to protect them from getting wet. Electrical

equipment should never be use in wet surface.

CLEANING CHEMICALS