Importance of the Housekeeping Department

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slight. Also, negative word-of-mouth advertising will become another problem to manage.

Additionally, this chapter addresses the well-organized, mutually dependent operational aspects of the housekeeping department and the maintenance department, the role of the chief engineer, communications between maintenance and housekeeping, energy management, and the greening in the lodging industry.

The following passage from an article in Hotel Management reflects on the importance of the housekeeping staff in providing an excellent visit for a guest.

The impact of the housekeeping function on the success of a hotel’s operations cannot be underestimated. Although the staff providing this service do not necessarily interact directly with the public, the quality of their work is critical in shaping guests’ memories of their stay. “Housekeeping is an important part of the guest experience,” says Werner Knechtli, general manager at the Radisson SAS Hotel in Berlin. “Other things such as security are important, but what guests really want is to feel at home, to feel comfortable.” Also, as guests become more selective about their accommodation, getting the basics of cleanliness, efficiency and friendly service right becomes more of a challenge. “Guests’ expectations are higher now, particularly in terms of deadlines,” observes Knechtli. “They want their rooms to be ready by the time they come back from breakfast.” Despite the evolution of benchmark standards across the industry, the housekeeping function must be closely managed and constantly reviewed and improved.1

Barbara Worcester also writes about the importance of housekeeping to the guest:

Sheets, blankets, pillows, towels and shower curtains aren’t just soft goods . . . If sheets are soiled, blankets are rough and scratchy, pillows thin and nonsupportive and shower curtains are moldy and stained, the entire image of the hotel is tarnished, and the guest most likely will not return.2

All of this focus on how the housekeeping department can ensure a return visit will also encourage a profitable financial bottom line for the hotel. Now let’s review the organization of the housekeeping department.

Overview of a Housekeeping Department

The housekeeping department is usually organized with an executive housekeeper as its leader. This person’s job, even in select-service properties, is usually rather standard. In full-service hotels, an assistant executive housekeeper with floor supervisors manages the duties of the room attendants (housekeepers or housemen). Also, in select-service as well as full-service hotels, additional housekeepers are assigned to clean and maintain public areas. The responsibility for operating the in-house laundry also falls to the housekeeping department. The staffing of this housekeeping subdepartment includes a supervisor, shift

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F I G U R E 1 5 - 1 Organization chart for a housekeeping department in a large hotel with in-house laundry.

Executive Housekeeper

Attendant Supervisor

supervisors, and attendants. Figure 15-1 is an organization chart of a housekeeping department for a large hotel, while Figure 15-2 is one for a select-service property. Both properties operate an on-site laundry facility.

Shifts vary from hotel to hotel because of guest checkout times. Some executive housekeepers schedule a few room attendants from 7 a.m. to 3 p.m. and stagger the starting time of other room attendants depending on the size or nature of the group in the hotel. Laundry attendants may start earlier in the day, depending on whether there are banquet and restaurant linens that must be laundered or laundry held from a previous day.

F I G U R E 1 5 - 2 Organization chart for a housekeeping department in a select-service hotel.

General Manager

Executive Housekeeper

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F I G U R E 1 5 - 3

Housekeeping staff provide essential components in guest service.

Relationship of the Executive Housekeeper to the General Manager

The executive housekeeper facilitates the work of the general manager by coordinating operational efforts that affect the customer satisfaction level—which, in turn, has an enormous impact on the financial position of the hotel. For example, when a group of businesspeople that represents $100,000 in gross sales to the hotel is pleased because the executive housekeeper’s staff was able to provide quick turnaround service on room entry the day they arrived, keep the hallways free of room service trays, respond rapidly to requests for extra towels and toiletries, and maintain exceptionally clean bathrooms, then the executive housekeeper’s staff can appreciate how important their role is in producing a profit for the hotel.

Throughout this text, the job analysis is used to trace the administrative and supervisory tasks of a member of the management team. The following job analysis portrays a typical day in the life of an executive housekeeper.

This job analysis indicates the executive housekeeper is focused on the small details of running a department yet at the same time is concerned with the department’s interaction with others, such as the front office and security. The executive housekeeper realizes his or her department provides a service to the guest, and this service relies on good communication efforts with staff and departmental managers.