HM ELEC 4-

HOUSEKEEPING
OPERATIONS

Prepared by:
JENNYLYN C. CASABAR
B H W E U L
T L R L O N
 H O T E L
B H W E U L
T L R L O N
W E C E T S
U G U L O M
 G U E S T
W E C E T S
U G U L O M
 CHAPTER 1
The Housekeeping Profession and the
Principles of Management
- Origins of
Hospitality and
Housekeeping
- Normative
Characteristics of
Housekeeping
Employees
 LESSON 1
Origins of Hospitality
and Housekeeping
 What is
HOSPITALI
TY
HOSPITALI
TY
is the cordial and
generous reception and
entertainment of guests
or strangers, either
socially or
commercially.
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Cont.

Americans have often been described as a people on the move, a

mobile society; that requires a bed and board.
Travelers in the early 1700s found a hospitality similar to that in their
countries of origin, even though these new accommodations may have
been in roadhouses, missions, or private homes and the housekeeping
may have included only a bed of straw that was changed weekly.
With the growth of transportation—roadways, river travel, railroads,
and air travel—Americans became even more mobile.
Inns, hotels, motor hotels, resorts, and the like have kept pace, fallen
by the wayside, been overbuilt, or been refurbished to meet quality
demands.
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CREATING PROPER ATTITUDES
Housekeeping staffs must show concern for guests, which will
make the guests want to return—the basic ingredient for growth in
occupancy and success in the hotel business.
Such pride is best measured by the degree to which the individual
maids (guestroom attendants or section housekeepers) say to
guests through their attitude, concern, and demeanor,
‘‘Welcome. We are glad you chose to stay with us. We care about
you and want your visit to be a memorable occasion. If anything is
not quite right, please let us know in order that we might take care
of the problem immediately.’’
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Cont.

As creating proper attitudes is concern, a

prime responsibility of the executive
housekeeper is to develop this in the staff; it is
just as important as the other functions of
cleaning bathrooms, making beds, and making
rooms ready for occupancy.
 LESSON 2
Normative Characteristics
Exhibited by Housekeeping
Employees
What to understand
to be able to manage
housekeeping
employees effectively
 Employee Characteristics which can be
Found in Many Housekeeping
• Cultural DiversityDepartments.
• Common for variety of language, though some may not be able to
communicate well in English
• Housekeeping can often attract individuals with little or no formal
education. Some housekeeping employees may be functionally
illiterate.
• Housekeeping employees may come from lower socioeconomic
backgrounds and their attitudes and behavior may not be in parallel
with the company’s culture.
• A worker may have emotional or economic problems, or may even
have a dependency problem.
 MOTIVATION & PRODUCTIVITY
First, find out what motivates your best long-
term employees to perform as well as they do.

Second, find out why others leave.

Third, find out what current employees really

want regarding wages, benefits, and working
conditions.
 METHODS OF DELEGATION
1. By results expected: The manager can make a simple statement of
the results that are to be obtained when the task has been completed
properly.

2. By setting performance standards: The manager can create

conditions that will exist when a task has been performed satisfactorily.

3. By establishing procedures: The major technique in dealing with

routine matters is to prepare standard operating procedures (SOPs) in
which the tasks to be performed are set forth in a routine procedure.
MANAGEMENT dilemmas

Why do Managers Do
Not Delegate
Why do Managers Do Not Delegate
 Some managers do not understand their roles as
managers
 Managers who enjoy physically doing work are sometimes
reluctant to let go of such tasks
 Less competent people fear the consequences of being
outperformed
 Some managers feel that delegation is an all-or-nothing
situation
 Some managers feel that if they do not do the task
themselves, it will not be done properly
Essential leadership activities must include:
 Challenging the process by seeking out opportunities,
without being afraid to take risks
 Inspiring a shared vision by seeing the future and
communicating it to others; making it their vision also
 Enabling employees to act by fostering teams and
empowering others
 Modeling the way by setting an example, and
remembering that success is gradual
Responsibilities of Housekeeping Department
 To achieve the maximum possible efficiency in ensuring
the care and comfort of the guests.
 Establish a welcoming atmosphere and ensure courteous,
reliable service from all the staff of the department.
 Ensure a high standard of cleanliness and general upkeep
in all areas for which the department is responsible.
 Provide linen in rooms, food service areas etc and
maintain an inventory for the same.
Responsibilities of Housekeeping Department
 To provide uniforms for all the staff and maintain adequate
inventory for the same.
 Cater to the laundry requirement, staff uniforms and guest
clothing.
 Deal with the lost and found articles. This ensures the smooth
running of the department.
 To resist in the maintenance of the building while contributing to
a safe and healthy environment.
 To provide and maintain the floral decorations and landscaped
areas of the hotel.
 To select the right contractor and ensure that the quality of work
is maintained.
Responsibilities of Housekeeping Department
 To coordinate the renovation of the property as and
when required in consultation with the management
and the interior designer.
 To coordinate with the purchase department of the
guest supplies, cleaning agents, equipment, linen,
carpets and other items used in the hotel.
 To ensure training control and supervision of all staff
attached to the department.
Responsibilities of Housekeeping Department
 To establish a good working relationship with other
departments.
 To ensure that safety and security regulations are
made known to all the staff of the department.
 To keep the G.M and administrator informed of all
matters requiring special attention.
 Areas of Responsibility of Housekeeping
department
 Guestrooms / Floors
 Public Areas
 Back of the house areas
 Linen and Uniform rooms
 Laundry: OPL (On Premises Laundry)
 Duties and Responsibilities of
Housekeeping
 Guestrooms / Floors
 Public Areas
 Back of the house areas
 Linen and Uniform rooms
 Laundry: OPL (On Premises Laundry)
 THA
NK
YOU
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