Chapter 6

Housekeeping
 What Guests Want
Good Service

Price / Reasonable Rates

Clean Appearance

Name / Reputation

Convenient Location
 What Guests Want
1. Clean Appearance

2. Convenient Location

3. Price / Reasonable Rates

4. Good Service

5. Name / Reputation
 Hotel Departments
 Front Desk
 Maintenance
 Sales and Marketing
 Housekeeping
 Housekeeping
Department
Largest Department in the Hotel
• Staff
• Payroll
• Responsibility – “Eyes & ears of the
hotel”
• Maintenance Concerns
• Guest Behavior
• Employee Theft
 Housekeeping

 The most vital department in a hotel

 Highest impact on guests

 Lowest wages paid

 Least respect received

Executive Housekeeper
Responsibilities
Manage people, equipment & supplies
 Hire & fire, training, purchase,
maintain & inventory

Preserve the physical plant

 Cleanliness, maintenance & upkeep

Controlling costs
 Payroll, linen, chemicals & supplies

Keep records
 Work schedules, HR paperwork,
purchasing,
 Room Cleaning
Standards
 14 to 19 rooms per day per room
attendant (20 to 30 minutes each)

 New conservation cleaning reduces time to

8 to 12 minutes per room or (35 to 50
stayover rooms per day)
 Pay by hour or room (minimum wage:
5.15/hr)
 Conservation Programs
(Cost Control)
 Change sheets every 3 days for stayovers
 Surface clean only
 Express clean
 Towel re-use
 Cut water use by 10%;
 Chemical use by 15%

201 room Holiday Inn saves

 $700/mo on utilities and chemicals
 $2500/mo on labor ($30K per year)
 Labor $ savings is #1 reason to implement
conservation program
 Linen Expense
Largest linen expense is Bath Towels
 Theft, stains & tears

Holiday Inn Park Plaza monthly linen

expenses

25 dozen bath towels - $1051/mo

37 dozen hand towels - $396/mo

10 dozen bathmats - $315/mo

50 dozen washcloths - $219/mo
 Housekeeping Personnel
Housekeepers
Responsible for the cleaning and maintenance of guest
rooms.
Housemen
Transport linens and other supplies to housekeepers.
Public Area Attendants
Clean public areas such as hallways, lobby, restrooms,
recreational areas, and banquet reception areas.
Laundry Room Personnel
Separate, wash, dry, fold, and distribute linens.
Supervisors
Inspect guestrooms and public areas. Serve as the contact
Housekeeping Checklist
 Housekeeping Org
Chart
(Medium-sized Hotels)

Executive Housekeeper

Supervisor/
Inspector

Room
Laundry Houseman Public Areas
Attendants
 Housekeeping Org
Chart
(Large-sized Hotels)

Rooms Division Manager

Public Areas
Laundry Manager Housekeeping Manager
Manager

Assistant/ Public Areas

Laundry Dry Cleaning
Inspector Attendants

Room Turn-down
Housemen
Attendants Service
Executive Housekeeper
Bonus
 Maintaining Par Levels
 Guest Scores
- Cleanliness
- Friendliness of staff – 5 foot rule
 Controlling Costs
- Labor
- Supplies
 Employee Scores