HOUSEKEEPING OPERATIONS MANUAL

HOUSEKEEPING OPERATIONS MANUAL

SECTION … TWO

DEPARTMENT ORIENTATION

INTRODUCTION

Each employee hired by the Housekeeping Department must go through department orientation. Every employee should receive an orientation packet to

review. This chapter provides sample materials that you may use as part of your

orientation documents.

(2.2)

GENERAL MANAGER WELCOME LETTER

A welcome letter from the General Manager of your hotel should be included in your employee

orientation material. The below displays a sample letter.

To: ALL NEW EMPLOYEES

Welcome to the Sheraton family. As a member, you are part of the finest and fastest growing hotel corporation in the world.

We are proud of our company, our achievements and our people --- you are the Sheraton's greatest asset. It is people like you who continue to make us the best hotel company in the world.

We rely on each and every one of you to deep the Sheraton Corporation ahead of the competition by insuring the highest quality of services for our guests. It is the total commitment of our people to all jobs, in all hotels, that enables us to stay on top.

Our commitment to quality also involves creating a positive experience for our employees.

We want you to grow with the Sheraton family. Take advantage of that you can achieve your personal goals.

Once again, my warmest welcome --- I am confident that you will have a meaningful experience with The Sheraton Corporation.

General Manager

(2.3)

HOUSEKEEPING DEPARTMENT WELCOME LETTER

A letter welcoming the new employee to the Housekeeping Department should also be included. The below is a sample letter.

To: ALL Housekeeping Employees

I would like to take this opportunity to extend a sincere welcome to all of you who were selected to be part of the Housekeeping staff at the (hotel name).

You can be very proud that you were one of the few people chosen from the many applica to the Housekeeping Department.

The (hotel name) is a very successful, quality hotel. We feel that our employee are the most important ingredient in having a well run organization.

Executive Housekeeper.

Assistant Executive Housekeeper.

(2.4)

HOTEL HISTORY

The Executive Housekeeper of each hotel should obtain the history of his/her property from the Personnel Department. A page describing your hotel history should be printed up and inserted into your departmental orientation packet for new employees.

I. ITEMS TO BE INCLUDED ON HOTEL HISTORY SHEET

A. DATE OF OPENING

B. NUMBER OF ROOMS

C. DEVELOPER/OWNER

D. LOCATION

E. EXECUTIVE HOUSEKEEPER

F. EXECUTIVE HOUSEKEEPER

G. GENERAL MANAGER

H. RESIDENT MANGER

(2..5)

HOUSEKEEPING Organizational Chart

Room Night

Attendants Cleaners

Room Attendants

(2.6)

HOUSE RULES

The following lists general hotel rules and regulations to enhance the relationship be

the hotel and its employees. We feel that adherence to these suggested rules make

work environment safer and more pleasant. Housekeeping rules are developed in conjunctio with the hotel General Manager. Personnel Department and department heads.

· EMPLOYEES MUST ENTER AND EXIT THROUGH THE DESIGNATED EMPLOYEE

ENTRANCE.

· EACH EMPLOYEE MUST PUNCH HIS/HER TIME CARD OR SIGN IN PROMPTLY

WHEN ARRIVING OR LEAVING WORK. NO EMPLOYEES MAY PUNCH IN OR OUT.

OR SIGN IN OR OUT, FOR ANOTHER EMPLOYEE. FALSIFICATION OF PAYROLL

DOCUMENTS IN ANY FORM WILL NOT BE TOLERATED AND WILL RESULT IN THE

ENFORCEMINT OF DISCIPLINARY ACTION.

· EMPLOYEES ARE NOT PERMITTED TO BE IN THE HOTEL DURING THEIR OFF

HOURS WITHOUT ADVANCE PERMISSION FORM THEIR DEPARTMENT HEAD.

UNAUTHORIZED USE OF HOTEL FACILITIES PROHIBITED.

· EMPLOYEES ARE REQUIRED TO REPORT TO WORK ON TIME. IF YOU ARE GOING TO BE LATE OR ABSENT, IT IS YOUR RESPONSIBILITY TO NOTIFY YOUR

· EACH EMPLOYEE MUST COMPLY WITH THE DEPARTMENTAL UNIFORM STANDARD. NAME BADGES MUST BE WORN PROPERLY.

· SMOKING IS PROHIBITED IN ALL GUEST AREAS AND FOOD PREPARATION AREAS.

· EATING WHILE ON DUTY IS PROHIBITED EXCEPT IN EMPLOYEES CAFETERIA.

· PACKAGES OR PARCELS, IF BROUGHT TO THE HOTEL, MUST BE LEFT WITH

SECURITY. BEFORE ANY PACKAGE OR PARCEL IS REMOVED FROM THE HOTEL

EMPLOYEES MUST SECURE A PACKAGE PASS. ALL PACKAGES OR PARCELS AND PERSONAL BELONGINGS ARE SUBJECT TO EXAMINATION BY THE HOTEL.

· NO SOLICITATION OR DISTRIBUTION OF LITERATURE OF ANY KIND FOR ANY

PURPOSE IS BE PERMITTED DURING WORK TIME.

(2.7)

· EMPLOYEES ARE NOT TO ENGAGE IN UNETHICAL OR ILLEGAL ACTS WITH

GUESTS. OTHER EMPLOYEES, OR OTHER PERSONS WHILE ON THE PREMISES.

· REPORTING TO WORK UNDER THE INFLUENCE OF ALCOHOL OR ILLEGAL

DRUGS, OR POSSESSING OR CONSUMING THESE SUBSTANCES WHILE ON

HOTEL PROPERTY IS STRICTLY FORBIDDEN.

· LOST AND FOUND ARTICLES AS WELL AS OTHER ITEMS BELONGING TO

GUESTS, THE HOTEL, OR CO-WORKERS ARE TO BE REPORTED AND TURNED

OVER TO YOUR SUPERVISOR.

· ALL EMPLOYEES ARE ASSIGNED TO SPECIFIC DUTIES AND WORK AREAS.

THEIR ACTIVITIES SHALL BE CONFINED TO THOSE DUTIES SND WORK

AREAS UNLESS DIRECTED BY THEIR SUPERVISOR TO BE IN ANOTHER AREA

FOR A SPECIFIC PURPOSE.

· EMPLOYEES SHOULD HAVE NO PERSONAL VISITORS WHILE ON DUTY.

· A PUBLIC TELEPHONE IS AVAILABLE FOR USE BY EMPLOYEES DURING REST

PERIODS OR LUNCH BREAKS. NO OTHER PHONES ARE TO BE USED.

EMERGENCY CALLS FOR AN EMPLOYEE SHOULD BE DIRECTED TO EMPLOYEE'S RESPECTIVE DEPARTMENT HEAD.

· DELIBERATE WASTE OR DESTRUCTION OF HOTEL GUEST OR FELLOW

EMPLOYEES' PROPERTY IS NOT PERMITTED.

· ANY FORM OF UNLAWFUL CONDUCT IS NOT ALLOWED. THIS INCLUDES BUT

IS NOT LIMITED TO POSSESSION OF ANY ARTICLE RESEMBLING A WEAPON,

FIGHTING ON HOTEL PREMISES, BOISTEROUS BEHAVIOR, STEALING,

GAMBLING OR TAMPERING WITH FIRE FIGHTING EQUIPMENT.

· REPORTING TO OR ENGAGING IN WORK WHILE UNFIT FOR DUTY IS NOT

TOLERATED. FOR EXAMPLE, SLEEPING WHILE ON DUTY OR FAILURE TO

CONFORM TO HOTEL STANDARDS OF DRESS, GROOMING OR PERSONAL

HYGIENE IS INAPPROPRIATE.

(2.8)

DEPARTMENTAL RULES

The rules of the Housekeeping Department need to be established for each hotel.

Below is a sample list of topics that your hotel should develop rules for.

· PASS DEYS, GUEST ROOM DEYS, DOORS

· DAYS OFF, LUNCH BREAKS

· USE OF SERVICE ELEVATORS

· LEAVING ASSIGNED FLOOR OR HOTEL

· ACCESS TO PUBLIC AREAS AND EMPLOYEE AREAS

· ENTERING GUEST ROOMS, DO NOT DISTURBS, COURTESY TO GUESTS

· REFUSED SERVICE ROOMS

· EQUIPMENT AND MATERIAL USED, UNIFORMS

· LINEN CHUTE

· ABSENTEEISM AND TARDINESS

· ASSIGNMENT RESPONSIBILITY

· ASK TO SEE A KEY IF A ROOM IS OPEN

· KEEP LINEN CLOSETS CLEAN

· SCHEDULES AND TIME CARDS

· RADIOS AND TELEVISION

(2.9)

CODE FOR GUEST SERVICE

· GUESTS ARE THE MOST IMPORTANT PEOPLE IN THE HOTEL.

· GUESTS ARE NOT DEPENDENT UPON US. WE ARE DEPENDENT ON THEM.

· GUEST DO NOT INTERRUPT OUR WORK, THEY ARE THE PURPOSE OF IT.

· GUESTS DO US A FAVOR WHEN THEY STAY IN OUR HOTEL. WE ARE NOT DOING THEM A FAVOR BY SERVICING THEM.

· GUESTS ARE NOT AN OUTSIDERS TO OUR WORK, THEY ARE PART OF IT.

· GUESTS ARE NOT COLD STATISTICS. THEY HAVE EMOTIONS, PREJUDICES AND

BIASES LIKE OUR OWN.

· THE GUESTS ARE THE ONES WHO BRINGS US THEIR WANTS. IT IS OUR JOB TO

FILL THESE WANTS.

· GUESTS ARE DESERVING OF THE MOST COURTEOUS AND ATTENTIVE TREATMENT WE CAN GIVE THEM.

(2.10)

HOUSEKEEPING DRESS CODE AND GROOMING

This section suggests dress code, hygiene and grooming standards for the Housekeeping Department. It is important to remember that each hotel must develop its own uniform procedure.

I. UNIFORMS

A. THE ONLY ACCEPTABLE UNIFORM IS THE ONE ISSUED BY HOTE.

B. UNIFORMS ARE CLEANED AND REPAIRED BY HOTEL UNIFORM DEPARTMENT.

C. PROBLEMS WITH UNIFORMS MUST BE REPORTED TO THE UNIFORM ATTENDANT. II. JEWELRY

A. NO JEWELRY SHOULD BE WORN EXCEPT FOR WEDDING BANDS, ENGAGEMENT RINGS, WRIST WATCHES, SMALL NECK CHAINS AND SMALL EARRINGS.

III. SHOES

A. SHOES SHOULD HAVE LOW HEELS FOR COMFORT AND SAFETY.

B. SHOES SHOULD BE THE COLOR SPECIFIED BY THE HOTEL AND BE CLEANED AND SHINED AT ALL TIMES.

C. TOES MUST BE ENCLOSE

D.

IV. STOCKING

A. STOCKING MUST BE WORN BY ALL EMPLOYEES.

1. MEN SHOULD WEAR SOCKS AND WOMEN SHOULD WEAR NYLONS.

(2.11)

V. MADE UP

A. MAKE UP SHOULD BE USED IN MODERATION.

B. HEAVY PERFUME IS NOT APPROPRIATE.

VI. HAIR

A. HAIR SHOULD BE WELL GROOMED AND CUT IN A CONSERVATIVE STYLE

B. MUSTACHES AND BEARDS MUST ALSO BE WELL KEPT.

VII. NAILS

A. FINGERNAILS MUST BE SHORT AND CLEAN.

B. IF NAIL POLISH IS WORN, A CLEAR OR CONSERVATIVE COLOR SHOULD

BE USED.

VIII. PERSONAL HYGIENE

A. TEETH SHOULD BE BRUSHED AFTER EVERY MEAL.

B. HANDS MUST BE KEPT CLEAN.

IX. TEETH

A. TEETH SHOULD BE BRUSHED AFTER EVERY MEAL.

1. POOR TEETH AFFECTS YOUR HEALTH AS WELL AS YOUR APPEARANCE

(2.12)

JOB DESCRIPTIONS

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