BATCH 2

DIPLOMA IN HOSPITALITY MANAGEMANT

(DHM)

MODULE: HOUSEKEEPING OPERATIONS

NAME: Vennan s/o Mikir@Michael

I/C NO: 840504-05-5497

CENTRE: ORIGIN SKILLS

 INTRODUCTION

Housekeeping may be defined as provision of a clean, comfortable, safe and aesthetically

appealing environment. In Short housekeeping is an operational department in a hotel, which

is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back

areas and the surroundings.

The term Housekeeping outside the hospitality, hospitals refers to the management of daily

duties and chores involved in the running of a household, such as cleaning, cooking, home

maintenance, shopping, and bill payment so on. These daily recurring duties may be

performed by any members of the household, or by other persons like butler or maids who

are hired for the purpose.

The purpose of all accommodation establishment is to offer their clients with hygienic, pleasant,

serene and welcoming surroundings that offer complete value for client’s money. Housekeeping

makes your hotel experience an enjoyable one it will recreate a home like environment for a good

stay. Customers will be attracted by a spick and span hotel environment. No standard of service,

courteousness or glamour can equal the happiness a customer has upon entering a spotless, clean and

conveniently arranged room and amenities.

The guest and the management agreed on maintaining a clean and tidy room environment is a pre-

requisite to command a fair compensation and get repeat business, hence, creating a loyal customer

base and increased profits.

 CONTENT

(A) The Importance of House Keeping Operations In The Hospitality Industry

Housekeeping is an important department of the hotel industry especially responsible for

cleanliness, aesthetic upkeep of the rooms, maintenance, public area, back area and

surroundings. After cleanliness and quality of the rooms and services, a hotel solely survives

on the sale of room, food, beverages and other minor amenities and services, for instance,

health club, gymnasiums, relaxing spas etc.

The sale of the rooms and services constitute a minimum of 50% of all sales, making it a

major constituent of the hotel’s margin of profits. Now, the effort and hard work that the

housekeeping department makes in giving their clients a desirable experience often has a

direct bearing on the guest’s stay in the hotel. Hotel rooms and suites are the heart of a hotel.

And the housekeeping department not only prepares tidy and comfortable guestrooms on a

regular basis for arriving clients, but also cleans and maintains a certain quality of rooms in a

hotel so that the surroundings look as fresh as new and attract customers to stay longer or

choose the services again in future.

The Ancillary Department of Housekeeping Is Committed To Devoting Its Services In A

Huge Way Towards The Overall Reputation And Success Of The Hotel Industry.

The job of housekeeping department is a well-rounded operation that tirelessly works for a

time frame of 24 x 7 x 365. Despite of the hotel industry, professional housekeeping

personnel are highly in demand in cruise liners and luxury settings. Since several such

organizations prefer to outsource housekeeping functions, contract housekeeping is becoming

an extremely popular choice these days

Housekeeping Department’s Golden Rules

 Achieve the maximum possible efficiency in ensuring the comfort of clients and in
smooth sailing of the guest’s stay,

 Establish a comforting and soothing atmosphere and ensure reliable and courteous
services from all other staffs of the department,

 Ensure utmost standards of cleanliness and general upkeep in all areas that befall on
the shoulders of the housekeeping department,

 Honour the idea that the hotel guest is your guest, and the hotel room is your own
home. Have a sense of pride in hosting the client and make him feel welcome at all
times,

 Ensure that all required safety and security guidelines are met for the client’s
satisfaction,

 Provide clean linens and maintain the inventory for the same,
 Provide the necessary uniforms for all the staff and maintain adequate reserves for the
same,

 Providing laundering needs of the guests and maintain the decor of the room to the
best standard,

 Coordinate renovation and refurbishing of the hotel property in accordance with the
rules provided by the management and interior designers,

 Ensure a good working relationship with other departments.

Being at the core of all vital hotel operations, the Housekeeping management can make the
difference between a beloved hotel and one that guests are unlikely to visit again.
(B) Key management functions of the executive housekeeper

Executive housekeepers direct and control housekeeping operations and staff of the

housekeeping department. An executive housekeeper, co-ordinates between housekeeping

crews to inspect assigned areas to ensure standards are met. An executive housekeeper

manages many priorities and demands and is able to solve problems, support staff, as well as

perform the duties of a housekeeper when required

.
Responsibilities:

 Establish and/or implement operating procedures and standards

 Plan and coordinate the activities of housekeeping supervisors and their crew

 Coordinate inspection or inspect assigned areas to ensure standards are met

 Apply human resource management skills, such as hiring, training, scheduling and
evaluating performance

 Complete financial management tasks, such as setting and adhering to a budget

 Handle administrative tasks

Knowledge, Skills and Abilities:

 A secondary school diploma is an asset

 A college diploma in tourism or business management is an asset, as is National

Occupational Certification as a Housekeeping Room Attendant

 Professional attitude

 Previous experience working in housekeeping is required

 Previous supervisor or manager experience is an asset

 Human resource management skills such as recruitment and training

 Basic accounting skills

  Good customer service skills

 Purchasing and inventory skills is an added asset

 Workplace Hazardous Materials Information System (WHIMIS) certification is an

asset and may be required

(C)Basic competencies for the role of housekeeping in hospitality

operations

(Skills and Qualities Required to Develop Highly Sought-After Housekeeper)

 Organization. Having organizational skills enables housekeepers to arrange things in

an orderly and unique way. Towels need to be folded and hung in an appealing way;

wet bar arranged, and many other things that will make housekeepers to be as

organized as they can in order to keep the room neat. When the room is organized and

well arranged, those making use of it will feel comfortable and relaxed

 Communication. Housekeepers who work in a hotel setting come in contact with

different guests on a regular basis, so they need to communicate effectively with

guests. They have to help with requests for additional personal items such as towels,

soap, toilet tissue, and more. Housekeepers sometimes help in resolving complaints

that a guest may have with a room that does not meet his/her standards. They need

good communication skills to be able to do this effectively.

 Laundry Skills. With this skill, housekeepers can wash and iron many cloths, sheets

and towels on a daily basis. Some housekeepers launder private items for guests, but

they handle them carefully to avoid damaging guests’ personal materials. Having

strong laundry skills will help you a lot in your job so that you don’t cause
 unnecessary expenses for yourself. The laundry duties you will perform include

washing, ironing, and folding clothes.

 Honesty. Housekeepers can make mistakes sometimes or encounter accidents while

on duty. They may break a glass, crack a plate while washing; tear one part of a settee

or even damage a clothing material that belongs to either a guest or the hotel where

they work. They should admit their error, explain the situation and make sure it never

happens again. If it happens again that means the housekeeper on duty is careless and

wasteful.

 Attention to Detail. Housekeepers need the ability to pay attention even to the

smallest details. They should be able to assess a room and ensure everything is in its

right place. Some housekeepers take photos with their phone before they start work to

ensure that after the day’s work all items are returned to the exact same place where

they were removed from.

 Active Listening. The ability to listen to the house manager’s orders makes

communication easier when working as a housekeeper. A very good housekeeper will

ensure he/she understands distinctly the directions given to him/her and know when to

ask questions to get clarified. This skill set will help your housekeeping career get to

the top because of your ability to listen and respond well in a polite way.

 Flexibility. Most employers look for a housekeeper who can work flexibly, especially

a live-in housekeeper. The housekeeper may have to cook, clean and watch over the

children. A non-flexible housekeeper cannot cover most of the day’s tasks before the

day runs out, but a flexible one will make every effort to assist in every situation.
 Reliability. A good housekeeper is always reliable, loyal and dedicated enough to

work excellently for the employer. It is important to work reliably with the experience

you got from your previous job. When you are reliable, your employer will trust you,

and you should work devotedly and with great zeal in order to keep your job going.

 Cleaning. During your housekeeping job section, you have a bath tub to scrub and

clean, bed to make, meals to get ready, linen to launder, ironing and folding and lots

more work to do. Your cleaning skills will help you to work productively within a

short period of time, and you will be able to keep every part of the room clean and

shinning to the admiration of guests and management.

 Cleaning Tools. Housekeepers need the ability to use certain tools such as mops and

vacuum cleaners in cleaning guest rooms. They must ensure they fill up their cleaning

carts with adequate supplies so they don’t waste time coming back to the department

to get needed items.

 Hardworking. Housekeepers need to put in the time and energy necessary for a

polished home cleaning. Being hardworking means, you have to work tirelessly to

keep the environment where you work neat. The quantity of strength you show at

work should be increased in order to make your employer happy.

 Caring. A careless housekeeper can easily break or lose valuable things while

handling the usual daily chores. However, a housekeeper who is caring will handle

things with utmost care as if those things were his or hers. Some would not try to

economize while on duty because they probably believe their boss has enough money
 to replace anything they might destroy through their carelessness. As a caring

housekeeper, you should let your employer see your caring attitude by taking proper

care of his house in a way that you would do to your own home.

 Trustworthiness. Your employer can only leave his/her house under your custody

when he/she has proven you to be trustworthy. You should look for a way to get a

professional trustworthy attitude, especially when you are working as a live-in

housekeeper. All the same, even part-time hotel maids and cleaning staff have a key

responsibility that requires a deep level of trust.

 Self-Control. The housekeeping job requires that you comport yourself in a

professional way that will make you to keep your emotions and anger under control,

and avoid aggressive behaviour even in tough times. Your employer should always

see smiles on your face so that they don’t think you are not happy with your job. They

need to leave their home to a happy worker and not a sadist.

 Innovation. The housekeeping job requires that housekeepers become creative, so

that they can use alternative opinion to form new ideas and provide answers to

problems that are related to their job. Innovation is most important during challenging

moments of your job. It will help you with the ability to introduce new plans as means

of increasing your job productivity

(D)The cleaning agents used in housekeeping operations in the “New
Normal

COVID-19 has changed the way people think about the world around them, and with it, how

hotels and resorts must operate in order to care for and reassure travellers. The cleanliness of

a hotel has always been a deciding factor on where to stay, now more than ever, consumers

will have an eagle eye on the measures your hotel is taking to ensure their safety and well-

being.

Below are some trends in how hotels are changing operations and ways to convey new

cleaning procedures to your guests.

Focus Areas for Cleanliness

 First and foremost, the cleanliness of your hotel starts with the employees. At all

times, employees should look out for personal hygiene and self-isolating if sick

Risky Areas

 Walking through a hotel. What areas are most at risk?

 Areas Such as doorknobs, elevator buttons, lobby seating, public phones, etc. Make a

plan of how often these surfaces will be sanitized and provide sanitizing dispensers

around the lobby for guests to clean their hands.

 We also can prevent the changes of the virus spreading by using cleaning agent such

as: - Disinfection spray, Anti-bacterial hand wash, Disposable Cloth & Hand

Sanitizer
(E)Inventory/Stock Control in the Hospitality Industry

Stock control, otherwise known as inventory control, is used to show how much stock you

have at any one time, and how you keep track of it.

It applies to every item you use to produce a product or service, from raw materials to

finished goods. It covers stock at every stage of the production process, from purchase and

delivery to using and re-ordering the stock.

Efficient stock control allows you to have the right amount of stock in the right place at the

right time. It ensures that capital is not tied up unnecessarily, and protects production if

problems arise with the supply chain.

This guide explains different stock control methods, shows you how to set one up and tells

you where to find more information.

 Types of stocks

 How much stock should you keep?

 Stock control methods

 Stock control systems - keeping track manually

 Stock control systems - keeping track using computer software

 Using RFID for inventory control, stock security and quality management

 Stock security

 Control the quality of your stock

 Stock control administration

Types of stock
Everything you use to make your products, provide your services and to run your business is

part of your stock.

Four Main Types of Stock:

 raw materials and components - ready to use in production

 work in progress - stocks of unfinished goods in production

 finished goods ready for sale

 consumables - for example, fuel and stationery

(The type of stock can influence how much you should keep)

Stock value

Categorise stock according to its value. For example, there are 3 categories low, medium and

high value. If the stock levels are limited by capital, this will help you to plan expenditure on

new and replacement stock.

One can choose to concentrate resources on the areas of greatest value.

Despite of all low-cost items can be crucial to your production process and should not be

overlooked.
How much stock to keep

Deciding how much stock to keep depends on the size and nature of your business, and the

type of stock involved. If you are short of space, you may be able to buy stock in bulk and

then pay a fee to your supplier to store it, calling it off as and when needed.

Advantages Disadvantages

Efficient and flexible - you only have what you Meeting stock needs can become

need, when you need it complicated and expensive

You might run out of stock if there's a

Lower storage costs
hitch in the system

You can keep up to date and develop new You are dependent on the efficiency of

products without wasting stock your suppliers

Keeping little or no stock and negotiating with suppliers to deliver stock as you need it

This might suit your business if it's in a fast-moving environment where products develop

rapidly, the stock is expensive to buy and store, the items are perishable or replenishing stock

is quick and easy.

Keeping lots of stock

Advantages Disadvantages

Easy to manage Higher storage and insurance costs

Low management costs Certain goods might perish

You never run out Stock may become obsolete before it is used

Buying in bulk may be cheaper Your capital is tied up

If sales are difficult to predict and it is hard to pin down how much stock you need and when

you can store plenty of stock cheaply, the components or materials you buy are unlikely to go

through rapid developments or they take a long time to re-order.

Work in progress (stocks of unfinished goods)

Keeping stocks of unfinished goods can be a useful way to protect production if there are

problems down the line with other supplies.

Finished goods ready for sale

You might keep stocks of finished goods when:

 demand is certain

 goods are produced in batches

 you are completing a large order

Consumables

For example, fuel and stationery. How much stock you keep will depend on factors such as:

 reliability of supply

 expectations of price rise

 how steady demand is

 discounts for buying in bulk

Stock control methods

There are several methods for controlling stock, all designed to provide an efficient system

for deciding what, when and how much to order.

  Minimum stock level - you identify a minimum stock level, and re-order when stock

reaches that level. This is known as the Re-order Level.

 Stock review - you have regular reviews of stock. At every review you place an order

to return stocks to a predetermined level.

Just in Time (JIT) - this aims to reduce costs by cutting stock to a minimum. Items are

delivered when they are needed and used immediately. There is a risk of running out of stock,

so you need to be confident that your suppliers can deliver on demand.

These methods can be used alongside other processes to refine the stock control system.

For example:

Re-order lead time - allows for the time between placing an order and receiving it.

Economic Order Quantity (EOQ) - a standard formula used to arrive at a balance between

holding too much or too little stock. It's quite a complex calculation, so you may find it easier

to use stock control software.

Batch control - managing the production of goods in batches. You need to make sure that

you have the right number of components to cover your needs until the next batch

If your needs are predictable, you may order a fixed quantity of stock every time you place an

order, or order at a fixed interval ( every week or month.) In effect, you're placing a standing

order, so you need to keep the quantities and prices under review.
First in, first out - a system to ensure that perishable stock is used efficiently so that it

doesn't deteriorate. Stock is identified by date received and moves on through each stage of

production in strict order.

Stock control systems (keeping track manually)

Stocktaking involves making an inventory, or list, of stock, and noting its location and value.

It's often a yearly practise, a kind of audit to work out the value of the stock as part of the

accounting process.

Codes, including barcodes, can make the whole process much easier but it can still be quite

time-consuming. Checking stock more frequently - a rolling inventory - avoids a massive

annual exercise, but demands constant attention throughout the year. Radio Frequency

Identification (RFID) tagging using handheld readers can offer a simple and efficient way to

maintain a continuous check on inventory. See the page in this guide on using RFID for

inventory control, stock security and quality management.

Any stock control system must enable you to:

 track stock levels

 make orders

 issue stock

The simplest manual system is the stock book, which suits small businesses with few stock

items. It enables you to keep a log of stock received and stock issued.
It can be used alongside a simple re-order system. For example, the two-bin system works

by having two containers of stock items. When one is empty, it's time to start using the

second bin and order more stock to fill up the empty one.

Stock cards are used for more complex systems. Each type of stock has an associated card,

with information such as:

 description

 value

 location

 re-order levels, quantities and lead times (if this method is used)

 supplier details

 information about past stock history

Stock control systems - keeping track using computer software

Computerised stock control systems run on similar principles to manual ones, but are more

flexible and information is easier to retrieve.

A computerised system is a good option for businesses dealing with many different types of

stock. Other useful features as per follow

 Stock and pricing data integrating with accounting and invoicing systems. All the

systems draw on the same set of data, so you only have to input the data once. Sales

Order Processing and Purchase Order Processing can be integrated in the system

so that stock balances and statistics are automatically updated as orders are processed.

 Automatic stock monitoring, triggering orders when the re-order level is reached.

 Automatic batch control if you produce goods in batches.

 Identifying the cheapest and fastest suppliers.

  Bar coding systems which speed up processing and recording. The software will print

and read bar codes from your computer.

 Radio Frequency Identification (RFID) which enables individual products or

components to be tracked throughout the supply chain. See the page in this guide on

using RFID for inventory control, stock security and quality management.

The system will only be as good as the data put into it. Run a thorough inventory before it

goes "live" to ensure accurate figures. It's a good idea to run the previous system alongside

the new one for a while, giving you a back-up and enabling you to check the new system and

sort out any problems.

Choose a system

There are many software systems available. Talk to others in your line of business about the

software they use, or contact your trade association for advice.

For example:

 multiple prices for items

 prices in different currencies

 automatic updating, selecting groups of items to update, single-item updating

 using more than one warehouse

 ability to adapt to your changing needs

 quality control and batch tracking

 integration with other packages

 multiple users at the same time

Using RFID for inventory control, stock security and quality management

Radio Frequency Identification (RFID) allows a business to identify individual products and

components, and to track them throughout the supply chain from production to point-of-sale.

An RFID tag is a tiny microchip, plus a small aerial, which can contain a range of digital

information about the particular item. Tags are encapsulated in plastic, paper or similar

material, and fixed to the product or its packaging, to a pallet or container, or even to a van or

delivery truck.

The tag is interrogated by an RFID reader which transmits and receives radio signals to and

from the tag. Readers can range in size from a hand-held device to a "portal" through which

several tagged devices can be passed at once, e.g. on a pallet. The information that the reader

collects is collated and processed using special computer software. Readers can be placed at

different positions within a factory or warehouse to show when goods are moved, providing

continuous inventory control.

Using RFID tagging for stock control offers several advantages over other methods such

as barcodes:

 tags can be read remotely, often at a distance of several metres

 several tags can be read at once, enabling an entire pallet-load of products to be

checked simultaneously

 tags can be given unique identification codes, so that individual products can be

tracked

 certain types of tag can be overwritten, enabling information about items to be

updated, e.g. when they are moved from one part of a factory to another
RFID tagging can be used:

 to prevent over-stocking or under-stocking a product or component

 for stock security, by positioning tag-readers at points of high risk, such as exits, and

causing them to trigger alarms

 for quality control, particularly if you make or stock items with a limited shelf life

The costs associated with RFID tagging have fallen over recent years, and continue to do so,

to bring the process within the reach of more and more businesses. The benefits of more

efficient stock control and improved security make it particularly attractive to retailers,

wholesalers or distributors who stock a wide range of items, and to manufacturers who

produce volume runs of products for different customers

Stock security

Keeping stock secure depends on knowing what you have, where it is located and how much

it is worth - so good records are essential. Stock that is portable, does not feature the business'

logo, or is easy to sell on, is at particular risk.

Thieves and shoplifters

A thief coming in from outside is an obvious threat. Check the security around your premises

to keep the risk to a minimum. In a store, thieves may steal in groups - some providing a

distraction while others take goods. Teach your staff to be alert and to recognise behaviour

like this. Set up a clear policy and make sure staff are trained in dealing with thieves.
Offering to help a customer if you are suspicious will often prevent a theft. Avoid using

confrontational words like "steal" if you do have to approach a suspected thief, and avoid

getting into a dangerous situation.

Protect your stock

 Identify and mark expensive portable equipment (such as computers). If possible, fit

valuable stock with security tags - such as Radio Frequency Identification tags -

which will sound an alarm if they are moved.

 Don't leave equipment hanging around after delivery. Put it away in a secure place,

record it and clear up packaging. It is a good idea to dispose of packaging securely -

leaving boxes in view could be an advertisement to thieves.

 Take regular inventories.

 Put CCTV in parking lots and other key locations.

Theft by staff

Theft by employees can sometimes be a problem. To prevent this:

 Train staff about your security systems and your disciplinary policies and procedures.

Training about the cost of stock theft will help, as many people aren't aware of the

implications for company turnover and job security.

 Set up procedures to prevent theft. Staff with financial responsibilities should not be

in charge of stock records.

 Restrict access to warehouses, stockrooms and stationery cupboards.

 Regularly change staff controlling stock to avoid collusion or bad practice.

Control the quality of your stock

Quality control is a vital aspect of stock control - especially as it may affect the safety of

customers or the quality of the finished product.

Efficient stock control should incorporate stock tracking and batch tracking. This means

being able to trace a particular item backwards or forwards from source to finished product,

and identifying the other items in the batch.

Goods should be checked systematically for quality, faults identified and the affected batch

weeded out. This will allow you to raise any problems with your supplier and at the same

time demonstrate the safety and quality of your product.

With a good computerised stock control system, this kind of tracking is relatively

straightforward. Manual stock control methods can also use codes to systematise tracking and

make it easier to trace particular batches.

Radio Frequency Identification (RFID) can be used to store information about a product or

component's manufacturing date, to ensure that it is sold or processed in time. The system can

also be used to trace faulty products quickly and efficiently. See the page in this guide on

using RFID for inventory control, stock security and quality management.

Stock control administration

There are many administrative tasks associated with stock control. Depending on the size and

complexity of your business, they may be done as part of an administrator's duties, or by a

dedicated stock controller.
For security reasons, it's good practice to have different staff responsible for finance and

stock.

Typical paperwork to be processed includes:

 delivery and supplier notes for incoming goods

 purchase orders, receipts and credit notes

 returns notes

 requisitions and issue notes for outgoing goods

Stock can tie up a large slice of your business capital, so accurate information about stock

levels and values is essential for your company's accounting.

Figures should be checked systematically, either through a regular audit of stock -

stocktaking or an ongoing program of checking stock rolling inventory.

If the figures don't add up, you need to investigate as there could be stock security problems

or a failure in the system.

Health and safety

Health and safety aspects of stock control are related to the nature of the stock itself. Issues

such as where and how items are stored, how they are moved and who moves them might be

significant

hazardous materials, goods that deteriorate with time or items that are very heavy or awkward

to move
Conclusion

Housekeeping is much more hazardous than meets the eye. These workers face hazards every

day in an ergonomic aspect. They are required to work in and out neutrally every day, and

their work environment isn’t designed for them to work in, repetitive motions, twisting,

turning, and lifting heavy loads are just some of the things that can cause an employee to be

injured. Even though housekeepers face these hazards every day, there are many things that

they can do to eliminate them. Lifting properly and job rotation are big factors in reducing

these hazards. Training the employees on how to lift properly is an even bigger aspect.

Reference

https://aih.edu.in/blogs/2018/06/14/importance-of-housekeeping-in-the-hotel-industry/

#:~:text=Housekeeping%20makes%20your%20hotel%20experience%20an%20enjoyable%20one!

&text=Housekeeping%20is%20an%20important%20department,area%2C%20back%20area%20and

%20surroundings.

https://setupmyhotel.com/train-my-hotel-staff/hk/789-housekeeping.html

https://www.hotelcareer.com/job-descriptions/executive-housekeeper

https://www.greatsampleresume.com/job-responsibilities/janitorial/executive-housekeeper

https://www.infoentrepreneurs.org/en/guides/stock-control-and-inventory/