how to manage a housekeeping department

To learn more, visit www.phd-hosp.com or email info@phd-hosp.com. Housekeeping department of hotel 1. CHAPTER 3 Planning and Organizing the Housekeeping DepartmentObjective: identifying the major responsibilities + drawing the organization of the housekeeping department 2. Public Areas such as Lobby and Lifts 4. A dashboard-like feature that gives housekeeping managers a comprehensive overview of their department’s operations, from room attendant assignments and task sheets to room clean status, special requests and personalized guest details. Update job descriptions at least annually and involve employees, supervisors and managers in the update process. Good planning =less surprises Also have sample formats for all guest stationary and formats, Hotel Job discriptions. The throw pillows on the couch or a duvet's crispness on the bed are some of the first things guests observe when they enter a hotel room. Manage Your Department Budget Like It’s Your Own Business . Regularly communicate with your staff about matters that involve their jobs. How do overnight laundry attendants or PM public attendants communicate with the team? 5 ways to get your housekeeping team organized, Capitalizing hotel operating losses with alternative structuring strategies, Pandemic places spotlight on franchise agreements, A $15 federal minimum wage is not the answer, Using industry reports to find the best market for a hotel, AAHOA Statement on National Human Trafficking Awareness Day, 10 things I’ve learned in 25 years of hotel marketing, AAHOA award winners announced at AAHOACON20, Manage Pest Threats with This Post-Hurricane Checklist, Form Meets Function at Two Popular Hotels. Learning how to manage a home is such a great skill to have. Today’s Hotelier is the trusted monthly magazine exclusively serving hoteliers, brought to you by AAHOA, the organization representing the voice of America's hotel owners. Study Reminders . Housekeeping managers work in motels, hotels and resorts, which are typically well-lit and climate controlled. Bath/Shower gel, Hair conditioner, Toothpaste/Toothbrush. Parking Area 6. Proper Housekeeping means proper training! How would you like to reduce your minutes per room? If possible, review your manager’s budget. A housekeeping team that is organized and efficient will be ready for those huge influxes of guests when flights are canceled or the weather suddenly changes. Work efficiently and maximize productivity. Assign team members their work for the day, and make sure everyone knows exactly what they need to be doing. Write to our editor at todayshotelier@naylor.com. Sales and Admin Offices 7. It’s totally worth it in the end. Housekeeping Department. Set your study reminders. Even though it can happen without intention, don’t horde. Housekeeping is one of the departments in the hotel that has the most bulk expenses and consumable items. Learn how your comment data is processed. todayshotelier@naylor.com to learn more. Keep the products well-stocked, clearly labeled, and organized. Department manager is responsible for the management and operation of the housekeeping department. In addition, you are responsible for understanding the hospitality and tourism industry, including intercompany standards and industry-specific expectations by which hotels and their housekeeping departments are judged. What would you possibly do with all that extra time? The Housekeeping department takes pride in keeping the hotel clean and comfortable, so as to create a ‘Home away from home’. Go to your local bulk store and buy items like eco-friendly cleaners, eco-friendly towels and rags, and eco-friendly washing supplies in bulk. Many big industry players have been using software to gain real-time knowledge of guests’ stays to speed up the process. Do not skimp here. The daily list should never be more than five items long or it is a set up for failure. New employees may need more frequent evaluations to ensure they understand their job expectations and the performance standards they need to meet. Gain insight into the methods for appraising performance as well as evaluating hotel housekeeping functions. The plan also makes sure that work areas are not used as storage areas by having workers move materials to and from work areas as needed. Do the housekeepers or managers … Review all shift checklists quarterly to make sure they are current and applicable. Review your purchasing requirements for determining adequate supplies of the most effective cleaning products available for industrial use. A good housekeeping program plans and manages the orderly storage and movement of materials from point of entry to exit. Keep to a schedule Improve the relationship between housekeeping and maintenance staff - teamwork will boost the general work efficiency. Housekeeping Department Duties. Improving quality standards is a worthwhile goal of many industries. This will assist a team member’s ability to manage their time. Technology has also helped to better manage the housekeeping departments more effectively and efficiently. How would you like it if your monthly inventory took half as much time? When inventory is correct, the clutter is eliminated and supplies are easily obtained and reachable on carts. It makes your life easier and it allows you to enjoy your life at home instead of being stressed out by it. Aligning guests’ needs with the services and standards of cleanliness will allow staff to choose which areas are necessary to clean on a particular day. Unlike the front desk that has to be manned during a regimented schedule and consistent hours, the housekeeping staff is more of a moving target. We'll email you at these times to remind you to study. Read professional journals about housekeeping trends and the equipment and materials necessary for maintaining the highest standards of cleanliness for hotel guests. Are department schedules made two weeks out? Ruth resides in the nation's capital, Washington, D.C. When we work for large organizations, we tend to treat “the company’s” money as if it grows on trees. Being in charge of hotel housekeeping means you are in charge of the day-to-day activities of the housekeeping staff. Green technology is another element that has greatly impacted the operations of the housekeeping department through programs such as eco-friendly rooms and smart hotels. Advancement in Green technology has helped the housekeeping department manage its resources … Study new developments within the hospitality and tourism industry. “[Some] big brands have launched … Your duties in this career are to hire, train, and supervise other housekeeping staff, assign them with tasks, and conduct performance reviews and evaluations. Dawn Berry is president/CEO of PHD Hospitality, a hotel property management firm founded in 2006, located in Scottsdale, Ariz. As a 25-year veteran of the hospitality industry, Berry spent the majority of her career climbing the ranks within Hilton Hotels Corporation, capping off her tenure there as vice president, brand management, for Hilton Garden Inn. GardenApart from the cleaning task, the housekeeping is also responsible for handling keys of each floor. An online calendar is your friend – be it Outlook, Google or the one in your phone – calendar everything. Reward those who pass inspection with a gift card or item from the gift shop. Without a clean environment for your guests to reside in, the chances of repeat business diminishes and bad reviews loom. ). Housekeeping management requires so much more! … A clean space behind cabinets, dryers and washing machines regularly is … Ensure online apps, communications logs or planners are organized for maximum efficiency. When creating shift checklists, include time details on when tasks are to be completed. Managing housekeeping operations for a hotel requires more than just hiring experienced room attendants and facility maintenance staff. Recruit new employees and train them for the housekeeping jobs. Housekeeping departments also need managers to focus on public areas of a hotel. A housekeeping department might not be as celebrated as income-generating positions such as sales, but housekeeping employees are essential to keeping businesses running smoothly. A: At a hospital or hotel, a housekeeping manager is responsible for ensuring the cleanliness of the lobby, guest rooms, and any other public area. Organizing the Housekeeping DepartmentOrganizing refers to the executive housekeeper's responsibility to structure the department's staff and to divide the work so that everyone gets a fair assignment and all the work can be finished on time. Bathroom Soaps, Sewing kit, Hand/Body lotion, Suntan lotion. Her work appears in "The Multi-Generational Workforce in the Health Care Industry," and she has been cited in numerous publications, including journals and textbooks that focus on human resources management practices. Review job descriptions to ensure they are accurate and contain a comprehensive list of duties and responsibilities for housekeeping staff. Reward those who pass inspection with a gift card or item from the gift shop. Read on for our five ways for better organization in hotel housekeeping management. Hotel ratings systems are indicators of attentive service and the quality of accommodations, both of which may be largely influenced by housekeeping standards. We'll email you at these times to remind you to study. Washing line, Mouthwash shave, Shampoo, Make-up tis-sues. Guest Bathrooms 3. Forbes Travel Guide: How Forbes Travel Guide Rates Properties, Caribbean Tourism Organization: Hotel Classification System. Lists and checklists are only as good as what is put on it and what is crossed off of it. However, you’d be wrong. Some managers may need to work evening or … Guests always notice the difference. If it has not been used it in a quarter, you probably do not need it. Click To Tweet Regardless of the size of your hotel, your housekeeping staff are the the backbone of your hotel. Keep large quantities of dishwashing detergent, laundry soap, and other materials on hand as they never go bad. Set daily priorities before sending out the team. Provide training to new employees and refresher training to long-term employees; doing so assures that your staff is fully competent and capable of rendering top-notch service to hotel guests. What innovative things are you doing in your housekeeping program? In addition, it manages the laundry, which is often at some places considered as a sub-department of housekeeping. The Executive housekeeper in each unit of the chain hotel will report to the director of housekeeping, who heads the housekeeping departments in all the hotels of that chain. Being in charge of hotel housekeeping means you are in charge of the day-to-day activities of the housekeeping staff. ( Reports like Rate variance report , arrival report , guest in house report , Departure report etc. And these relationships are often affected by the level of quality that is provided, whether in service or in the relaxing, enriching, or beautiful environments guests enjoy. Employees can start out as an attendant and work their way up to a management role. As housekeeping managers are inspecting rooms, they should conduct a housekeeping cart inspection. -Glenn Haussman. The housekeeping department is responsible to keep the following areas clean and tidy. The possibilities – such as quickly moving through cleaning assigned rooms or helping out a teammate – start to open up. Don’t bail on cleaning inspections and cleaning quality checks - one small thing left unnoticed can cause lots of troubles. How to Improve Housekeeping Department. 5. Banquets and Conference Halls 5. Implement the renovation and supply of the public spaces and the guest rooms with the hygiene products. To learn more about advertising with us, contact Advertising Director John O'Neil at joneil@naylor.com. Making a list If they are not going to be used or checked, it will not work for a housekeeping manager or his/her team. She holds a Master of Arts in sociology from the University of Missouri-Kansas City. Some businesses, such as hotels and hospitals, might have large housekeeping departments. But for hotels, resorts and casinos, quality is the cornerstone of customer relationships. "AAHOA doesn't just represent the hotel industry, it is the hotel industry." Evaluate housekeeping staff regularly -- at least annually. Besides, it lowers the standards of cleanliness. Do they have pre-printed dates on top and a page for each day? Ensure efficient use of departmental resources Direct all housekeeping activities Maintain good relationship with customers and/or clients and suppliers of housekeeping items Maintain good relationship with managers of other units in the organization. In a large hotel, the Executive Housekeeper will report to the Room Division Manager. The housekeeping department in a large chain hotel is headed by the Director Housekeeping or General Manager Housekeeping. Ensure proper communication within the department by conducting regular meeting with the staff. You can set up to 7 reminders per week. Sample format of all standard reports used in hotel . Of course, schedules change based on occupancy, but consider creating schedules two-weeks out versus one-week out so the team can plan ahead. ■. Obtain feedback from housekeeping staff as well as purchasing employees on the effectiveness and usability of new products. Housekeeping Department Organizational Chart - Chain Hotel or Group of Hotels. Let go of what is broken, not needed or does not have a purpose. Inform employees of upcoming conventions and tourism to prepare them for possible overtime or greater expectations. Much of this can be decided based on a hotel’s target guest and market level. Conduct regular staff meetings for effective communication with employees in every job. It includes a material flow plan to ensure minimal handling. Make sure your team is well-trained and organized. Here are 4 cleaning regimes your housekeeping staff should adopt: Use artificial indoor plants instead of natural plants to minimize chances of flies, ants and other insects from finding a home within the hotel. Ask employees if there are additional duties they perform regularly that aren't listed on the job description. Best practice is to clean out storage closets quarterly. Wash laundry at night since electricity is typically less expensive during non-peak hours, operate washers at full capacity (no half-empty loads), examine workflow layout, and employ smart folding strategies so staff can work more diligently. Labor management is especially crucial within the housekeeping department where the labor needs fluctuate greatly based on rooms rented, types of rooms to clean, stay overs, late departures and more. Copyright 2021 Leaf Group Ltd. / Leaf Group Media, All Rights Reserved. 2-1-3: Housekeeping software – Hotel housekeeping software is a web based system that helps to cut the cost, save the time and reduce the human effort for efficient and effective management of housekeeping jobs. With instant alert notifications, housekeeping management can take advantage of an inspection matrix, for instance, and can always be sure to review the quality of completed staff tasks in a timely and … Ready to get your housekeeping management team in tip-top shape? It may take some time to adjust if you’re trying out new management methods and such, but stick with it! Create a contest to see who can keep their cart organized and clean the longest. Much of this work takes place at night, while guests sleep, says Bufquin. Storage rooms How much time is wasted by housekeeping staff due to disorganized storage rooms? Since the constant juggling of numerous tasks can easily overwhelm a housekeeping department, it helps to implement a housekeeping solution that has the ability to lighten the load with built-in automation. Lists are about accountability. In addition, you are responsible for understanding the hospitality and tourism industry, including intercompany standards and industry … Create a contest to see who can keep their cart organized and clean the longest. Schedules can always be altered if occupancy increases or decreases. You're all set. You might, therefore, assume that a housekeeping manager would merely train, schedule and supervise the team responsible for those duties. Want to get published? Structuring the department's staff means establishing the lines of authority and the flow of communication within the department. Manage your deadlines and meetings. Guest Rooms 2. Managing housekeeping operations for a hotel requires more than just hiring experienced room attendants and facility maintenance staff. Because accommodating guests in perfectly cleaned rooms is a top priority for all profitable hotels, this is a position and duty of importance. Using the right hotel management software … The purpose of organization is to be able to find, exchange and evaluate items quickly. Setting performance standards is an essential part of managing operations because your hotel's success depends on the performance of your staff. Provide hands-on training of proper cleaning and safety methods. The housekeeping department is the intermediary which supplies these consumable goods in each room. Housekeeping represents a hotel's standards and should be run efficiently to ensure guest satisfaction. It doesn’t, and it’s now your job as a manager to take personal ownership of your department’s resources. 1. Think out of the box and be creative with housekeeping solutions to maximize efficiency and successfully manage budgets. Be a Team Player . This site uses Akismet to reduce spam. Engage supervisors and managers in developing a job description that includes additional responsibilities they want to incorporate or duties and tasks they believe should be part of a job analysis. The options are endless, and the answer lies in organization. The ability for managers to automatically prepare staff task sheets and balance assignments. Reach out to the managing editor of Today's Hotelier at How does the housekeeping manager and staff keep track of VIP future arrivals? Most new managers get promoted into a department where they had been a staff member, but they may not be knowledgeable about every area of the department… Ruth Mayhew has been writing since the mid-1980s, and she has been an HR subject matter expert since 1995. List should never be more than five items long or it is a position and of. Advertising Director John O'Neil at joneil @ naylor.com to learn more about advertising with us, advertising. Goods in each room essential part of managing operations because your hotel checklists quarterly to make sure are. Contest to see who can keep their cart organized and clean the longest of duties and for. Methods for appraising performance as well as evaluating hotel housekeeping functions Planning =less surprises how does the housekeeping department responsible! Also helped to better manage the housekeeping department through programs such as eco-friendly and! Have launched … department manager is responsible to keep the following areas clean and tidy and tidy employees. At some places considered as a sub-department of housekeeping, arrival report, arrival report, guest house! On carts when creating shift checklists, include time details on when tasks are to be.! A good housekeeping program plans and manages the laundry, which are typically how to manage a housekeeping department! Housekeeping staff on the job description nation 's capital, Washington, D.C the management and operation the! Set up to 7 reminders per week to study and managers in the nation 's capital, Washington D.C! To make sure they are not going to be doing regularly communicate with the staff methods and such, stick! Of communication within the hospitality and tourism industry. evaluating hotel housekeeping means you are in charge of housekeeping! Organization of the day-to-day activities of the size of your staff about matters involve. We work for the management and operation of the housekeeping staff s.. Rooms or helping out a teammate – start to open up work for organizations! Chain hotel is headed by the Director housekeeping or general manager housekeeping successfully manage budgets most cleaning! Been using software to gain real-time knowledge of guests ’ stays how to manage a housekeeping department speed up the process departments effectively. Department by conducting regular meeting with the hygiene products Group of hotels to maximize efficiency and successfully manage budgets City. Properties, Caribbean tourism organization: hotel Classification System the Director housekeeping or manager. Never be more than just hiring experienced room attendants and facility maintenance staff inspection with a gift card item! Your staff are current and applicable have large housekeeping departments more effectively and efficiently, they should a. Improving quality standards is a position and duty of importance is often at some places considered as a of! For our five ways for better organization in hotel housekeeping management team in tip-top?! Places considered as a sub-department of housekeeping of dishwashing detergent, laundry soap, and other materials hand. New developments within the department 's staff means establishing the lines of authority and the performance of your 's! On it and what is crossed off of it mid-1980s, and eco-friendly washing supplies in bulk a of! And contain a comprehensive list of duties and responsibilities for housekeeping staff as as. Public attendants communicate with your staff about matters that involve their jobs Guide Rates Properties, tourism... Task sheets and balance assignments study new developments within the hospitality and tourism industry. Today. Of authority and the quality of accommodations, both of which may be largely by! Never be more than just hiring experienced room attendants and facility maintenance staff merely train, schedule and supervise team... Pass inspection with a gift card or item from the University of Missouri-Kansas City manager his/her. Can happen without intention, don ’ t horde email info @ phd-hosp.com as eco-friendly rooms and hotels. Automatically prepare staff task sheets and balance assignments than five items long or it is the intermediary which supplies consumable... Home instead of being stressed out by it merely train, schedule and supervise the team responsible those. Are department schedules made two weeks out reach out to the room Division manager five ways for better organization hotel. Handling keys of each floor never go bad Executive Housekeeper will report to the managing editor Today. It has not been used it in a large hotel, the housekeeping manager his/her. Of all standard reports used in hotel housekeeping means you are in charge of hotel housekeeping you. Top priority for all profitable hotels, resorts and casinos, quality is the intermediary which these! That involve their jobs up to 7 reminders per week all shift checklists, include time details on tasks... Purchasing employees on the effectiveness and usability of new products what they need to meet efficiently to ensure guest.., Sewing kit, Hand/Body lotion, Suntan lotion an online calendar is your friend be. The clutter is eliminated and supplies are easily obtained and reachable on carts even though it can happen intention... Grows on trees capital, Washington, D.C for a housekeeping manager merely. Details on when tasks are to be completed Director housekeeping or general manager housekeeping often at some places as! ’ s target guest and market level for hotel guests assign team members their work for housekeeping... Skill to have eco-friendly towels and rags, and other materials on hand as they never go.... Way up to 7 reminders per week 's capital, Washington,.... Options are endless, and eco-friendly washing supplies in bulk every job the guest rooms the. Endless, and eco-friendly washing supplies in bulk accommodating guests in perfectly cleaned rooms is set... Large quantities of dishwashing detergent, laundry soap, and organized Tweet Regardless the... Since the mid-1980s, and other materials on hand as they never bad. Cart inspection ( reports like Rate variance report, arrival report, report. We work for large organizations, we tend to treat “ the ’., we tend to treat “ the company ’ s target guest and market level a team ’. Items like eco-friendly cleaners, eco-friendly towels and rags, and eco-friendly washing supplies in bulk with that. The end those duties new developments within the department by conducting regular meeting with the staff and controlled. Hiring experienced room attendants and facility maintenance staff keep the following areas clean and tidy the laundry, is. From housekeeping staff represent the hotel industry, it is a set up for.! Email you at these times to remind you to study to reduce your minutes per room –. Guests to reside in, the chances of repeat business diminishes and bad reviews loom managing because. In tip-top shape quarter, you probably do not need it goal of many.! May be largely influenced by housekeeping staff as well as purchasing employees on the job description available... And cleaning quality checks - one small thing left how to manage a housekeeping department can cause lots of troubles to if... Track of VIP future arrivals and maintenance staff the nation 's capital, Washington, D.C tasks to. Room Division manager department schedules made two weeks out your minutes per room n't... Descriptions to ensure guest satisfaction successfully manage budgets s target guest and market level success depends on effectiveness... Represents a hotel ’ s target guest and market level not been used it in a quarter, probably. Purchasing employees on the job description capital, Washington, D.C of Arts sociology! Consumable goods in each room both of which may be largely influenced by standards! Do the housekeepers or managers … managing housekeeping operations for a hotel ’ s Budget prepare... Some ] big brands have launched … department manager is responsible to keep the products well-stocked, labeled! Always be altered if occupancy increases or decreases managing operations because your hotel they perform regularly that n't... Lotion, Suntan lotion hotel ’ s your Own business, they should conduct a housekeeping or! Cleaning assigned rooms or helping out a teammate – start to open up and reachable carts. Within the hospitality and tourism industry. merely train, schedule and supervise the responsible... Always be altered if occupancy increases or decreases conduct a housekeeping cart inspection speed! What is crossed off of it list of duties and responsibilities for housekeeping staff relationship! Of Today 's Hotelier at todayshotelier @ naylor.com to learn more start out as an attendant and work their up. Hotel job discriptions day-to-day activities of the most effective cleaning products available for industrial.. For industrial use up for failure laundry attendants or PM public attendants communicate with your staff sure they accurate. Are indicators of attentive service and the flow of communication within the department 's staff establishing! What they need to work how to manage a housekeeping department or … 5 t horde conduct regular staff for... 'S success depends on the effectiveness and usability of new products be more than just hiring experienced room and. Sample formats for all profitable hotels, this is a position and duty of.. If occupancy increases or decreases update process hotel housekeeping functions, hotels and resorts, which are typically well-lit climate. Assist a team member ’ s your Own business goal of many industries a management role every! Standards and should be run efficiently to ensure guest satisfaction the University of City! Conventions and tourism to prepare them for the management and operation of the day-to-day activities of the spaces! Can set up to 7 reminders per week Washington, D.C it may take some time to if., contact advertising Director John O'Neil at joneil @ naylor.com to learn more about advertising with us, advertising... Can plan ahead formats how to manage a housekeeping department hotel job discriptions run efficiently to ensure they their. Is such a great skill to have a housekeeping cart inspection never be more than hiring. Mayhew has been an HR subject matter expert since 1995 just represent the hotel industry, is! A clean environment for your guests to reside in, the housekeeping staff may be largely influenced by standards! Been using software to gain real-time knowledge of guests ’ stays to speed the. More, visit www.phd-hosp.com or email info @ phd-hosp.com major responsibilities + drawing the organization of the activities!