UNIT 1-ROLE OF HOUSEKEEPING IN HOSPITALITY OPERATIONS

 

As the name signifies, housekeeping means ‘up keeping of the house’.  The housekeeping department is responsible for cleanliness, maintenance and the aesthetic upkeep to the property. The concept of housekeeping is simplistic but when one considers maintaining a house of several rooms and numerous public areas the tasks becomes gigantic. It takes a well-organized approach and technical understanding to enable housekeeping to cope with the volume of work. This department is also responsible for every aspects of guest room i.e. to provide all the required guest supplies and materials according to the guest request during their stay.

A hotel survives on the sale of rooms, food, beverages, and other minor services such as the laundry, health club and so on. The sale of rooms constitutes a minimum of 50% of these sales. Thus, the major part of a hotel’s profit comes from room sales, because a room once construct can be sold over and over again.

Functions of housekeeping:  Basic functions of housekeeping department are:

1.      Cleaning rooms and public area

2.      Bed making

3.      Linen management /laundry service

4.      Pest control

5.      Key control

6.      Safety & Security

7.      Interior decoration

8.      Room maintenance

Importance of housekeeping: Housekeeping is a critical part of any hotel industry. Strict cleanliness is an expected standard that has to be met. It's easy to assume that housekeeping only involves someone coming in to change the bedding and bring fresh towels. However, a housekeeper's duty is more than that and includes checking on appliances, bringing items to guests as they need them and making sure guests are comfortable. In hotels, the major part of revenue comes from the rooms, so housekeeping keep cleaning as a top concern, with that it also concentrate on:

·       Comfort

·       Cleanliness and hygiene

·       Privacy

·       Safety & security

·       Décor

With the world's focus on recycling and conservation, the hotel industry must change some of its habits. In addition, becoming more consumers focused, like offering a directory of lost and found items online, will set a hotel apart from the rest of the industry. Promoting a spirit of innovation within the housekeeping departments will assist the hotel industry in overcoming challenges and preparing it for smooth transitions to new trends and customer expectations. With the many people traveling for vacations, business or visiting family and friends, it is vital that hotels distinguish themselves from one another. Turning the hotel into a destination, rather than merely a place to stay, through exceptional housekeeping and hospitality can provide a competitive advantages  in the hotel industry.

Scope: The role of a housekeeper has changed rapidly with the changing times. Apart from the cleaning, maintenance and aesthetic upkeep of the property, the housekeeping system in itself has been computerized. A majority of the staff who were earlier illiterate are now diploma/degree holders with technical qualifications, all fluent in English and working on guest floors and doing basic jobs in the hospitality industry. Housekeeping control room jobs, too, which were earlier manual, are now completely computerized. 
Nowadays rooms, amenities and supplies are also modified from hotel to hotel. Modern rooms are spacious with tasteful decor and are well-equipped with many facilities, which previously were found only in the suites.  Apart from the changing room scene, housekeepers today are well-versed, not only with their jobs, but also at multi-tasking. Besides the main housekeeping cleaning operations, they also take care of

·       horticulture,

·       security,

·       laundry operations,

·       interiors,

·       quality control,

·       budget

·       cost control,

And with the above mentioned leading roles, housekeeper also act as supporting column for

·       Purchasing for exclusive items for special occasions.

·       Revenue management

·       HR management(recruitment and training)

Housekeeping department-working towards customer delight

·       Customer satisfaction has to be on everyone’s mind as they begin the work day

·       Customer satisfaction is more than just a smile

·       Guest satisfaction improves when you know your customer/ their needs

·       Improve customer satisfaction by addressing customer calls/ complaints promptly/ quickly

·       Train your staff on improving customer service (hand written notes, service messages)

·       Recognize loyal/ repeat customers (know your customer)

·       Respect your customer/ customer needs

·       Provide personalized service

·       Track, analyse and report on customer satisfaction

Responsibilities of the housekeeping department

·       To achieve the maximum possible efficiency in ensuring the care and comfort of guests and in the smooth running of the department.

·       To establish a welcoming atmosphere and ensure courteous, reliable service from all staff of the department.

·       To ensure a general standard of cleanliness and general upkeep in all the areas for which the department is responsible.

·        To provide linen in rooms, restaurants, banquet halls, conference venues, and health clubs and so on, as well as maintain inventory for the same.

·       To provide uniforms for all the staff and maintain adequate inventories for the same.

·       To cater to the laundering requirements of hotel linen, staff uniforms, and guest clothing.

·       To provide and maintain the floral decorations and maintain the landscaped areas of the hotel.

·       To select the right contractors and ensure that the quality of the work is maintained as at the onset of business. To coordinate the renovation and refurnishing of the property as and when, in consultation with the management and with interior designers.

·       To coordinate with the purchase department for the procurement of guest supplies, cleaning agents, equipment, fabric, carpets and other items used in the hotel.

·       To deal with lost and found articles.

·       To ensure training, control, and supervision of all staff attached to the department.

·       To establish a good working relationship with other departments.

·       To ensure that safety and security regulations are made known to all staff of the department.

·       To keep the general manager informed of all matters requiring attention.

Career prospects in housekeeping: Previously there was a limited scope for housekeeping staff in industry. But now with changing times, there are numerous opportunities available in India, as well as abroad for those wishing to join the housekeeping department. Some top industries having a housekeeping department are:

·       Hotels & resorts

·       Clubs

·       Hospitals

·       Multinational companies and corporate offices

·       Malls & Bazaars

·       Housekeeping agencies (carpet and window cleaners)

·       Airlines/ airports

·       Colleges/hostels

·       Embassies

·       Private apartments /builders and contractors

·       Catering companies

·       Private housekeeping enterprises

·       Faculty in hotel management institutes

 

With the above mentioned areas, there are certain possibilities for upward mobility within the property,

·       Director of housekeeping

·       Room division manager

·       General manager

·       Corporate executive housekeeper

 

Housekeeping in different institutions: The management of housekeeping in different institutions may be influenced by:

·       Size, type & location of establishment

·       Facilities & furnishings provided

·       Services offered to the guest/ customers

 

1.      For Hostels, staff is kept to a minimum and students may be expected to make their own beds and keep their room tidy. Housekeeping staff use to clean public area on daily basis and students room on weekly basis.

 

 2.      In hospitals, housekeeping services divided into two sections i.e. housekeeping for residential and non-residential area.

3.      In Corporate and industrial premises, housekeeping is responsible of cleanliness and maintenance of the premises and disposing off the office waste