Chapter 10- Housekeeping

DOH

director of housekeeping; department head who oversees all cleanliness operations, schedules, delegates cleaning assignments, and manages the budget

increased guest satisfaction, employee morale, and profitability

What can effective housekeeping cause?

housekeeping

What is the #1 guest complaint category worldwide?

guest loyalty rule

guests who feel the hotel is not clean simply will not return

room inspectors

get the last look at the room and verify the cleanliness meets standards before rooms are released

room attendants

clean all guest rooms; core of the department; high turnover rate due to low payment, physical demands, poor job perception, and dealing with gross things

OPL workers and clerks

work in laundry and payroll/records support

respect, fair policies, and training since it is historically one of the hardest departments to staff and has the highest employee accident rate in hotels

keys to a successful housekeeping department

chemical handling (powerful cleaners and chemicals require thorough training before use), correct lifting (prevent back injuries, which is the most common injury in the department), entering guest rooms (knock and announce; follow proper protocol for occupied rooms), emergency situations (handling firearms, ill guests, blood-borne pathogens, and threatening individuals), guest room security (privacy, do-not-disturb, lost and found, and reporting procedures), and cleaning procedures (standardized methods to ensure consistency and safety)

safety protocols in place for housekeeping department