FLO: LESSON 1-2 Flashcards
It refers to upkeeping and maintenance of cleanliness and order in house or a lodging establishment such as inn, hotel, apartel, condominium, resort, dormitory or a hospital.
Housekeeping
Responsible for administering housekeeping maintenance and for ensuring that everything is in order.
Housekeeper
They sees that all the guest are comfortable, safe and protected from disease causing bacterias
Housekeeper
IMPORTANCE OF HOUSEKEEPING
It plays very important role to the SUCCESS and GROWTH of the hospitality industry. Guest today is very conscious of the quality not only service but they expect a clean safe and pleasant environment.
are the best result of housekeeping practice which are actually “atmosphere and attitude setter” of the property
Proper Environment Conditions
TYPES OF HOUSEKEEPING
- Domestic Housekeeping
- Institutional Housekeeping
Housekeeping maintenance in the house. It covers bedrooms, dining area, kitchen, receiving area grounds, and the surrounding areas in the house.
Domestic Housekeeping
Housekeeping maintenance in commercial lodging establishment like resort, hotels, inn and apartels
Institutional Housekeeping
INSTITUTIONAL HOUSEKEEPING COVERS THE FOLLOWING AREAS:
• Guest rooms
• Hallways and Corridors
• Lobby
• Public areas
• Offices
• Stairways
• Grounds and plants
• Linen and laundry area
• Pest Control
This are not included because these are handled by food and beverage department.
Kitchen and dining areas
SCOPE OF HOUSEKEEPING MAINTENANCE
• Public Areas
• Room Maintenance
• Linen and Laundry
• INSTALLATION, CLEANING AND MAINTENANCE OF FURNITURES AND FIXTURES AND FACILITIES LIKE FURNITURE AND APPLIANCES
• PEST CONTROL
Responsible for maintaining a smooth and efficient flow of operations in the housekeeping department; sees to it that the housekeeping maintenance is carried out accordance with prescribed standard and policy.
Executive Housekeeper
EXECUTIVE HOUSEKEEPER ARE RESPONSIBLE OF
a. Planning and Problem Solving Functions
b. Organizing Functions
c. Leading and Directing Functions
d. Controlling Functions
e. Guest Relations
Directs and controls room keeping activities including room make up, installation of mini bar and other room amenities; ensure conformity to prescribed room keeping standard and policies.
Room maintenance supervisor
Directs and controls all activities concerning public area maintenance and ensures conformity to prescribed housekeeping standards and policy
Head Houseman or Public Supervisor
Attends to the maintenance and upkeep of all guestroom and services area assigned to him/her
Room boy, Chambermaind or Room attendant
Performs mini bar installation, listing replenishing, inventory taking, stocking, requisitioning and other related functions
Minibar Runner/Attendant
Responsible for the upkeep and maintenance of cleanliness and orderliness in public area assigned to him
Houseman
Responsible for cleaning, care and maintenance of ladies comfort rooms and locker rooms
Powder Girl
Responsible for maintaining the grounds including the plants and landscape
Gardener and Ground Maintenance Crew
7 STANDARD OF GOOD HOUSEKEEPING
- CLEANLINESS
- ORDERLINESS
- SANITATION
- GUEST AND CLIENT COMFORT
- EYE APPEAL
- SAFETY
- MATERIALS CONTROL AND PREVENTIVE MAINTENANCE
HOUSEKEEPING LEVEL
- Managerial Level
- Supervisory Level
- Operational Level
He/She is responsible and accountable for the total cleanliness and aesthetic upkeep of the hotel. 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 requisitions supplies
Executive Housekeeper/ Manager of Housekeeping
QUALIFICATIONS OF EXECUTIVE HOUSEKEEPER
Bachelor’s degree plus one year of housekeeping experience, including some supervisory training/ experience
QUALIFICATIONS OF ASSISTANT HOUSEKEEPER
Bachelor’s degree/certificate in a related major and 3-5 working experience, especially in hospitality
have final responsibility for the condition of guestrooms. Each floor housekeeper is assigned three or more floors
Floor Supervisor
How many rooms does hotel employ on one made?
12-15 rooms
Where does Guestroom Attendants/Room maids/Chambermaids report to?
Floor Supervisor. In small hotels they may report to the assistant housekeeper directly
involves heavy physical work as assigned, such as carpet cleaning, window cleaning, carrying heavy pieces of furniture, washing public areas, garbage clearance, and also complimenting the work of room attendants on guest floors
Houseporters/Housepersons/Houseman
Houseporters/Housepersons/Houseman reports to?
The Head House-person or The Public Area Supervisor
They are responsible for mending and stitching uniforms, linen, and upholstery, respectively. They also replenish upholstery that requires replacement
Tailors/ Seamstresses/ Upholsterers
Tailors/ Seamstresses/ Upholsterers reports to?
The Linen Room Supervisor
Keeps all lobbies and public facilities (such as lobby restrooms, telephone area, the front desk, and offices) in a neat and clean condition. Promotes a positive image of the property to guests and must be pleasant, honest, friendly and should also able to address guest requests and problems.
Public Area Attendant
She/he leads a team of gardeners in maintaining the landscape, 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 house-keeping department to aesthetically enhance various areas of the hotel.
Horticulturist
She/he leads a team of gardeners in maintaining the landscape, 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 house-keeping department to aesthetically enhance various areas of the hotel.
Horticulturist
HOUSEKEEPING DEPARTMENT PERSONNEL
- Executive Housekeeper
- Assistant Housekeeper
- Floor Supervisor
- Public Area Supervisor
- Housekeeping Night Supervisor
- Guestroom Attendant/Chambermaid
- Houseman
- Tailors/Seamstresses and Upholsterers
- Public Area Attendant
- Horticulturist
- Florists
- Laundry Manager
- Laudry Attendant
is a trait that is highly valued in the workplace. This includes specialized skill, good judgment, polite behavior, honesty, and integrity
Professionalism
being able to manage and handle differences in opinions and always seeking win-win resolutions.
Ability to manage conflict
ability to choose the best course of action in situations while considering the needs and perspective of others
Ability to solve problems
being able to speak with clarity and directness and the same time being sensitive to the need of the receiver.
Ability to communicate clearly
ability to hear other people’s perspective by setting aside judgment
Ability to listen
being able to do the things you say you will do.
Demonstrate responsibility
being able to face the consequence of your action and not blaming others
Being accountable for your actions
being able to show people that you value them and their contribution
Showing appreciation
being able to show people that you value them and their contribution
Showing appreciation
ability to be open to new and different way of doing things
Flexibility
INTERPERSONAL SKILLS
- Ability to manage conflict
- Ability to solve problems
- Ability to communicate clearly
- Ability to listen
- Demonstrate responsibility
- Being accountable for your actions
- Showing appreciation
- Flexibility
the ability to cope with change.
Adaptability
being aware of your own values, needs, and emotions and their impact to your behavior
Self-awareness
the ability to work autonomously and to motivate and monitor oneself. It also includes the ability to acquire new information and skills related to work
Self-management or self-development
the ability to build relationship based on mutual trust and respect
Relationship management
being in tune with other’s feelings and needs
Social awareness
INTRAPERSONAL SKILLS
- Adaptability
- Self-awareness
- Self-management or Self- development
- Relationship management
- Social awareness
Personal Attributes of Housekeeping Staff
- Pleasant Personality
- Physical Fitness
- Personal Hygiene
- Grooming
- Memory
- Punctuality
- Honesty
- Eye for Detail
- Cooperation
- Courtesy
- Loyalty
- Tact & Diplomacy
- Adaptability
- Calm Demeanor
- Right Attitude
A housekeeper should have __________________so that he/she can impress the guests that arrive in the hotel. His behavior should give a positive impact on the guests of the hotel
Pleasant Personality
He should always welcome the guests with a smile and he should also be charming. The voice pitch should be maintained, it should not exceed the specified limit.
Pleasant Personality
Most works are manual in nature. He/she should possess a strong heart and good feet
Physical Fitness
HK is 24/7 service, they may need to handle heavy equipment. ______________means a lot more in HK
Physical fitness
Clean hair and manicured fingernails. No body and mouth odor
Report to doctor in case of infections, cuts, or bruises
Personal Hygiene
Uniform of the staff should be clean and good looking. HK staff must maintain a high standard of ___________ as it reflects the hygiene standards of hotel.
Personal Hygiene
Absolutely essential for staff that comes in guest contact. Clean crisp uniform, light make up, fresh light cologne spray
Grooming
No jewelry except for small tops and wedding ring. Hair tied in a bun or kept short
Grooming
Dress code to be maintained as per the protocol of the particular organisation. Uniform of staff should must be well ironed and well tucked
Grooming
is an essential asset in housekeeping staff, particularly when
dealing with regular guests and repeat customer
Memory
A staff member who remember a guest’s like, dislikes, needs, and wished will be tremendous
Memory
is also 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.
Punctuality
Respect for time during working hours will reflect on the employee’s work and help to create an impression worthy of appreciation.
Punctuality
This is very essential attribute of housekeeping staff, especially room attendant, who have direct access to guest room
Honesty
Guest belongings sometimes valuable are found lying around in the rooms the temptation to theft are great, it is only the personal quality discipline and integrity that checks this temptation
Honesty
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
Eye for Detail
The power of critical observation is what distinguishes good service from average. Room attendants need to have it in order to make up a flawless guestroom and housekeeping supervisors need to have a keen sense of observation to inspect these room for perfection. Furthermore, the whole property must be continually scrutinized by the housekeeping department for proper care and maintenance
Eye for Detail
Housekeeping staff must cooperate not only with each other, but also with the staff of other departments. This is essential, since housekeeping involves a lot of team-work for efficient functioning
Cooperativeness
If there is any lack of cooperation and coordination, it indirectly affects the guest and hampers efficiency
Cooperativeness
A housekeeping employee should extend ___________ 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
Courtesy
Guests will always remember pleasant and charming staff, as this adds to the guest’s positive experience in a hotel
Courtesy
An employee’s first obligation and loyalty are to the establishment in which they are employed and to its management
Loyalty
A situation should never arise when employees use guests as their sounding board. They should respect the policies and decisions of the management
Loyalty
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
Tact and Diplomacy
It requires a lot of _________________ 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 handling guests who make such requests
Tact and Diplomacy
This is an important quality in housekeeping staff. They should be willing to try out and experiment with new ideas. The staff should accept and adapt to change willingly and should welcome such innovations
Adaptability
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
Adaptability
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
Calm Demeanor
If they panic during an emergency, their anxious demeanor could become contagious and be passed on to guest and colleagues. A ______________helps employees to think rationally themselves and to display their presence of mind
Calm Demeanor
Most management agree that a candidate with the ________________ 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 humor, and does not betray displeasure even in the most difficult of times
Right Attitude
They learn from their mistakes and are always optimistic. The employee with the ____________ is proactive and anticipates the guests needs and wishes
Right Attitude
