1. Managerial Level 2. Supervisory Level 3. Operational Level

FLO: LESSON 1-2 Flashcards by Juliana Ruiz

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

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Responsible for administering housekeeping maintenance and for ensuring that everything is in order.

Housekeeper

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They sees that all the guest are comfortable, safe and protected from disease causing bacterias

Housekeeper

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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.

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are the best result of housekeeping practice which are actually “atmosphere and attitude setter” of the property

Proper Environment Conditions

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TYPES OF HOUSEKEEPING

Domestic Housekeeping
Institutional Housekeeping

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Housekeeping maintenance in the house. It covers bedrooms, dining area, kitchen, receiving area grounds, and the surrounding areas in the house.

Domestic Housekeeping

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Housekeeping maintenance in commercial lodging establishment like resort, hotels, inn and apartels

Institutional Housekeeping

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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

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This are not included because these are handled by food and beverage department.

Kitchen and dining areas

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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

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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

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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

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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

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Directs and controls all activities concerning public area maintenance and ensures conformity to prescribed housekeeping standards and policy

Head Houseman or Public Supervisor

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Attends to the maintenance and upkeep of all guestroom and services area assigned to him/her

Room boy, Chambermaind or Room attendant

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Performs mini bar installation, listing replenishing, inventory taking, stocking, requisitioning and other related functions

Minibar Runner/Attendant

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Responsible for the upkeep and maintenance of cleanliness and orderliness in public area assigned to him

Houseman

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Responsible for cleaning, care and maintenance of ladies comfort rooms and locker rooms

Powder Girl

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Responsible for maintaining the grounds including the plants and landscape

Gardener and Ground Maintenance Crew

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7 STANDARD OF GOOD HOUSEKEEPING

CLEANLINESS
ORDERLINESS
SANITATION
GUEST AND CLIENT COMFORT
EYE APPEAL
SAFETY
MATERIALS CONTROL AND PREVENTIVE MAINTENANCE

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HOUSEKEEPING LEVEL

Managerial Level
Supervisory Level
Operational Level

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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

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QUALIFICATIONS OF EXECUTIVE HOUSEKEEPER

Bachelor’s degree plus one year of housekeeping experience, including some supervisory training/ experience

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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

HOUSEKEEPING DEPARTMENT PERSONNEL

1. Executive Housekeeper 2. Assistant Housekeeper 3. Floor Supervisor 4. Public Area Supervisor 5. Housekeeping Night Supervisor 6. Guestroom Attendant/Chambermaid 7. Houseman 8. Tailors/Seamstresses and Upholsterers 9. Public Area Attendant 10. Horticulturist 11. Florists 12. Laundry Manager 13. 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

1. Ability to manage conflict 2. Ability to solve problems 3. Ability to communicate clearly 4. Ability to listen 5. Demonstrate responsibility 6. Being accountable for your actions 7. Showing appreciation 8. 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

1. Adaptability 2. Self-awareness 3. Self-management or Self- development 4. Relationship management 5. Social awareness

Personal Attributes of Housekeeping Staff

1. Pleasant Personality 2. Physical Fitness 3. Personal Hygiene 4. Grooming 5. Memory 6. Punctuality 7. Honesty 8. Eye for Detail 9. Cooperation 10. Courtesy 11. Loyalty 12. Tact & Diplomacy 13. Adaptability 14. Calm Demeanor 15. 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