Hotel Policy & Procedure - Housekeeping Department

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					                               HOTEL POLICY & PROCEDURES

TITLE               : INDEX                                                Page No        :0

                                                                           Date           : 2010
DEPARTMENT : HOUSEKEEPING
                                                                           Supersedes     :


    1. Job description
            a. Housekeeping Manager
            b. Housekeeping Assistant Manager
            c. Housekeeping Linen Coordinator
            d. Room Attendant
            e. Public Attendant
    2. Setup Housekeeping trolley
    3. How to enter guestroom
    4. Cleaning guestroom
    5. Cleaning guest bathroom
    6. Cleaning guest bed
    7. Window cleaning
    8. Correct chemical usage
    9. Mattress turning
    10. Cleaning light fixtures
    11. Cleaning lobby area
    12. Cleaning public area toilet
    13. Cleaning F&B outlet
    14. Cleaning offices
    15. Cleaning back of the house staircases
    16. Cleaning elevator
    17. Daily carpet maintenance
    18. Room key handling
    19. How to handle DND room
    20. How to prevent a fire
    21. How to handle lost & found items
    22. Housekeeping safety


Prepared by:              Verified by:                   Approved by:                   Approved by:
(Head of Department)      (Director of HR)               (General Manager)              (Chief Executive Officer)



Signature:                Signature: _________________   Signature: _________________   Signature: _________________
_________________
                           HOTEL POLICY & PROCEDURES

TITLE          : JOB DESCRIPTION                              Page No      :0

                                                              Date         : 2010
DEPARTMENT : HOUSEKEEPING
                                                              Supersedes   :


TITLE:                      Housekeeping Manager
DEPARTMENT:                 Housekeeping
RESPONSIBLE TO:             General Manager
RESPONSIBLE FOR:            Ensuring the smooth efficient of the Housekeeping department.

Main Duties
 Communicates to colleagues the importance of meeting customer needs
 Ensures measurable quality objectives are established and actively participate on the review
   of these adjectives
 Ensures the availability of resources
 Interacts with suppliers and contractors
 Ensures customer requirements are determined and met
 Ensure appropriate communication processes are established
 Ensure that colleagues are aware of the relevance and importance of their activities and how
   they contribute to the department objectives

Administration
 Ensures that all reports and correspondence are completed
 Ensures proper control of the keys allocated to the HK department
 Ensure proper handling of lost and found
 Ensure proper requisitioning and controlling of supplies
 Ensure proper assignments of work to HK colleagues
 Ensures effective control of linen, minimizing the losses

Operation
 Ensure that all service offered in the housekeeping department are always available and are
   carried out with efficiency and courtesy.
 Liaises with Laundry to ensure smooth flow of linen supplies
 Liaises with Engineering department to ensure smooth flow of work repairs
 Liaises with Front Office
 Conduct periodic inspections of all hotel areas to check the cleaning standard
 Ensures the proper ordering of cleaning supplies and guest supplies and ensure that they are
   handled and stored correctly.
 Ensure that all rooms are checked prior to the arrival of the guest
     Ensure that all safety rules, emergency procedures and fire prevention regulations are strictly
      enforced by the colleagues.
     Ensure that proper arrangements and maintenance of flowers and plants in the guest room
      and public areas.

 Financial
  Assists in the preparation of the department budget.
  Ensures that the department operational budget is in line and costs are strictly controlled
  Ensuring manning and competence level of selected colleagues is sufficient for the
     department to meet the needs of the customer and the hotel.


 Colleagues handling
  Ensures that all colleagues report for duty punctually wearing the correct uniform and name
     badge at all times
  Ensure colleagues evaluations are conducted for all housekeeping colleagues according to
     the company policy.
  Comes up with training plan that will motivate colleagues to be more effective in their work.
  Ensures that all colleagues have a complete understanding of the hotel's policy.
  Procedures and adhere to it
  Update SOP's when needed

 Other duties
  Liaise with F&B Manager for any special requirements
  Performs other duties as required for smooth operation of departments
  Responds to any changes in the housekeeping function as dictated by the hotel.




Prepared by:             Verified by:                   Approved by:                   Approved by:
(Head of Department)     (Director of HR)               (General Manager)              (Chief Executive Officer)



Signature:               Signature: _________________   Signature: _________________   Signature: _________________
_________________
                           HOTEL POLICY & PROCEDURES

TITLE          : JOB DESCRIPTION                              Page No      :0

                                                              Date         : 2010
DEPARTMENT : HOUSEKEEPING
                                                              Supersedes   :


TITLE:                      Housekeeping Assistant Manager (Supervisory)
DEPARTMENT:                 Housekeeping
RESPONSIBLE TO:             Housekeeping Manager
RESPONSIBLE FOR:            Assists the Housekeeping Manager in the smooth and efficient
                            operation of the Housekeeping department by ensuring maximum
                            guest satisfaction, and adhering to the standard required by the
                            hotel.

Main duties
 Reports for duty punctually wearing the correct uniform and name badge at all times
 Provides courteous and professional services at all times
 Liaise and cooperate with Front Office to ensure that all areas are ready as per the need of
   the department
 Is constantly aware of the room status
 Liaise and cooperate with Engineering for all maintenance repairs to be done
 Completes daily checks of all guest rooms on allocated section and report discrepancies
   found
 Ensures that pantries are properly stocked with linen, guest supplies, cleaning supplies
   acco
				
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Description: Housekeeping Department policy and procedure, including procedure for forms with the forms example.
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