The Housekeeping Department in Lodging Operations

2. 1 The Housekeeping Department in Lodging Operations • History of the Lodging Industry • Classification of Lodging Establishments • Importance of the Housekeeping Department • The Rooms Division • Interaction between Housekeeping and Other Departments

3. History of the Lodging Industry • The industry has existed since the beginning of recorded time. • The U.S. lodging industry was already established in colonial times and during the revolutionary period. • At the turn of the 20th century, the industry was already well known. • The industry experienced a boom after World War II. • The future of the lodging industry today is bright.

4. Types of Lodging Establishments • The industry offers a variety of establishments to fulfill the needs of current markets. • Lodging properties can be classified by size and type of service. • The American Automobile Association (AAA) and the Mobil Travel Guide award diamonds and stars respectively to rate the quality of lodging establishments.

5. Importance of the Housekeeping Department • Housekeeping is generally one of the larger, if not largest, departments in lodging properties. • The division usually accounts for the largest share of sales, generating a gross profit of 70 to 80% of room revenue.

6. The Rooms Division • The rooms division includes the housekeeping and front office departments. • The division is a revenue-generating center. • The head of the rooms division is the Rooms Division Director to whom the executive housekeeper reports.

7. Sample Department Chart of the Rooms Division

8. Communication with the Front Office • Good communication is needed to ensure that guestrooms are managed effectively. • Status of all guestrooms must be kept updated in both departments to prevent check-in errors. • The best tool to keep room status current is a digital program interfacing the housekeeping and front office departments. • In smaller properties hand-written reports are used.

9. Communication with Maintenance • Regular and preventive maintenance must be coordinated between the two departments. • The communication can be established using a digital program or hand-written work-order forms.

10. Communication with Human Resources • Good communication between housekeeping and human resources is necessary to staff the department effectively. • Good communication with human resources will result in hiring the right employees to fill housekeeping vacancies.

11. Communication with Food & Beverage • Communication between housekeeping and the food and beverage department is necessary to keep hallways free from trays and food carts. • Cooperation is also needed to coordinate the processing of soiled napery and distribution of uniforms to cooks and service personnel.

12. Communication with Sales and Marketing • The housekeeping department must be notified of the arrival and departure of large groups in order to service the rooms effectively. • Sales and marketing should make the housekeeping department aware of the arrival of meeting planners and VIPs who are staying in the hotel.

13. Communication with the Accounting Office • Communication between housekeeping and the accounting office is of great importance to coordinate payroll, inventories, invoices, and budgetary parameters for cost percentages and productivity goals.