HUMAN RESOURCE MANAGEMENT

A Final Requirement
Presented to Mr. Mark Anthony Y. Alvar
Canadian Tourism and Hospitality Institute (CTHI)
Baguio Branch

In Partial Fulfillment
of the Requirements of the Course
Human Resource Management
CTHI-HRM

By
(Janice Sebio Duenes)
February,02,2023
POSITION JOB DESCRIPTION JOB SPECIFICATION
They are responsible for building the business. They create business plans and the general
CORPORATE OWNER They create business plans and the general vision vision and mission of the company, set goals,
and mission of the company, set goals, work on work on these goals, and ensure that the
these goals, and ensure that the business keeps business keeps running. They are in charge
running. of creating and managing their business plan,
developing their marketing campaigns, and
coming up with ways to keep the company
competitive and profitable. Research and
planning are essential skills for a business owner.
GENERAL MANAGER They oversee several elements in a business,
including hiring staff, operating budgets, and
A General Manager is responsible for
improving efficiency and increasing
launching price promotions that could attract more departmental profits while managing the
customers. company's overall operations.
FRONT OFFICE Training and supporting office staff Handling complaints and specific customers
requests. Monitoring stock and order office
MANAGER supplies and troubleshooting emergencies.
Managing mail distribution. Keep front desk tidy
and presentable with all necessary material
(pens, forms, paper etc.) Greet and welcome
guests. Answer questions and address
complaints. Answer all incoming calls and redirect
them or keep messages.
FOOD AND BEVERAGES
MANAGER
EXECUTIVE
HOUSEKEEPING
FRONT DESK
ATTENDENT
WAITER
TRAINEE
Role of Housekeeping
Housekeeping department in hotel ensures the cleanliness, maintenance, and aesthetic appeal of all rooms and public areas.
The housekeeping department not only turnarounds (prepares and clean guestrooms) on a timely manner it also cleans and
maintains everything in the hotel so that the property is as fresh and attractive similar to the day when it opened the doors for
the business.
The effort that the housekeeping makes in giving a guest a desirable room has a direct bearing on the guest’s experience in a
hotel. There are more employees working in the housekeeping department when compared to any other hotel departments.

Being responsible for the turnaround of the rooms in a timely manner, housekeeping primary communications are with
the front desk/reception team. Each room status is updated on a regular basis from the housekeeping to the front desk and
vice versa. With new technologies available a room status update can be done via the hotel software, telephone systems,
housekeeping mobile applications etc.

Housekeeping also coordinates closely with the maintenance or engineering department, as the housekeeping staff identifies
different types of maintenance issues while cleaning the rooms and reports to the maintenance team for rectification or
replacement. Example snags or issue with the TV, AC, Heating unit, Plumbing, Lighting, Electrical faults, Furniture, Toilet,
Vanity, Tub, Towels racks, Ventilation issues etc.

The role of housekeeping can change depending upon the type or category of the hotel, for example only in a luxury or full-
service hotel evening or turndown services are offered by the housekeeping department. The housekeeping department is one
of the major 'Support Centre' in the hotel as it doesn't generate any major revenue for the hotel.

Housekeeping is considered as a 'back of the house' department even though they have some direct contact to the guests;
like for example while cleaning rooms, picking up laundry, providing evening or turndown services etc.

6. Areas Under the Responsibility Of Housekeeping

Staffs of the Housekeeping department have very little or no guest contacts in some scenarios, this is mostly
due to the fact that most of the work carried out by the housekeeping staffs are in the back of the house area.
Hence, housekeeping is considered as a back of the house department.

Even though housekeeping is a back of the house department they are still responsible for the maintaining and
up-keeping of the house areas and also back of the house areas alike. Below diagram shows the areas which
come under the responsibility of the housekeeping.
7. Main Responsibilities of Housekeeping
 To ensure well furnished and maintained guestrooms and public areas.
 To ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel guests.
 To oversee the coordination of and administer all housekeeping programs and projects.
 To act as a source of contact in interdepartmental communications, vendors, professional agencies etc.
 To act provide a budget, budget control, and forecasting related to housekeeping.
 To achieve the maximum efficiency in ensuring the care and comfort of guests & in the smooth functioning
of the department.
 To establish a welcoming atmosphere.
 To ensure courteousness, reliable service from all staff to the guest.
 To ensure a high standard of cleanliness and general upkeep in all areas for which the department is
responsible.
 To provide linen in rooms, restaurants, banquet halls, conference halls, health clubs etc, as well as to
maintain an inventory for the same.
 To provide uniforms for all the staff & maintain inventory for the same.
 To Cater to the laundering requirements of hotel linen, staff uniforms, and guests.
 To provide & maintain the floral decorations and to maintain the landscaped areas of the hotel.
 To select the right contractors & ensure the quality of work is maintained.
 To co-ordinate renovation and refurnishing of the property in consultation with the management & with
interior designers.
 To co-ordinate with the purchasing department for the procurement of guest supplies, cleaning agents,
equipment, fabrics, carpets, & other items used in the hotel.
 To deal with lost & found articles.
 Carpet shampooing and maintaining.
 Dealing with any guest queries, complaints & requests as they occur.
 To keep the general manager or administrator informed of all matters requiring attention.

8. Standard Room Status Codes Used in Housekeeping

Occupied: A guest currently registered to the room.

Complimentary: The room is occupied, but the guest is not charged for its use.

Stayover: The guest is not checking out today and will remain at least one more night.

On-change: The guest has departed, but the room has not yet been cleaned and readied for resale.

Do Not Disturb (DND): The guest has requested not to be disturbed.

Sleep-out: A guest was booked to the room, but the bed has not been used.

Skipper: The guest left the hotel without paying the bill.

Sleeper: The guest has settled his/her account and left the hotel, but the front office staff has failed to properly
update the room's status.

Vacant and ready: The room has been cleaned and inspected and is ready for an arriving guest.

Out Of Order (OOO): The cannot be assigned to a guest and is blocked for maintenance activity.

Lock Out: The room has been locked so that the guest cannot re-enter until they are cleared by the front desk.

DNCO: Did not check out, the guest made arrangements to settle his or her account but has left without
informing the front desk.

Due Out: The room is expected to become vacant after the following day's check-out time.

Check Out: The guest has settled his or her account, returned the room keys and left the hotel.

Late Checkout: The guest has requested and is being allowed to check-out later than the standard check-out
time.
Early Checkin: The guest has requested and is being allowed to check-in earlier than the standard check-in
time.