Planning and Organizing Housekeeping Department

Monitoring Housekeeping Operation

Lecturer: I G A Putu Wita Indrayani, S.ST.Par.,MM.

Arranged by :

Name (NIM) : Clarissa Claudia Hadisuwito (14102002)

Dewi Oktavia (14102003)

I Made Windhu Danuarta (14102024)

I Putu Adi Suardika (14102025)

Study Program : Hotel Administration A/ 6

SEKOLAH TINGGI PARIWISATA NUSA DUA BALI

KEMENTERIAN PARIWISATA

2017

1
 Preface

We are gladly present this paper about the planning and organizing
process in the Housekeeping department. We would like to thank our
lecturer Ms. I G A Putu Wita Indrayani,S.ST.Par.,MM., whos been warmly
guiding us in the execution of this paper.
This paper is primarily addressed to students and educators reading
this paper, with the purpose to be the basic of learning the planning and
organizing Housekeeping Department. As the first presenter to open the
topic sequences that has been nicely prepared by Ms. Wita, we hope that
this paper will lead us to the understanding and a deep appreciation for
this certain department, and especially the people who work on behalf of
this housekeeping department.
Just like the iceberg phenomenon, with this paper its proving that
the scope of work in this department is not as simple as they usually seen.
It needs skill and willingness from the worker to do the tasks
professionally.
As for the ending of this preface, we have tried our best and hoping
that this paper can be a qualified material for Monitoring Housekeeping
Operation course.

Nusa Dua, 3rd of March 2017

Writers
Table of Contents

Preface ii
Table of Contents iii

2
List of Figures iv
Part 1. Introduction 1
1.1. Background 1
1.2. Research Problem 2
1.3. Objectives2
Part 2. Study of Literatures & Benchmarking 3
2.1. Tasks and Responsibilities of the Housekeeping Department
3
2.2. Planning Housekeeping Department 4
2.2.1. Area Inventory List 5
2.2.2. Types of Inventory Items 6
2.2.3. Frequency Schedules 7
2.2.4. Performance Standard 7
2.2.5. Productivity Standard 8
2.2.6. Equipment and Supply Inventory Levels 11
2.3. Organizing Housekeeping Department 13
2.3.1. Organizational Structure 14
2.3.2. Job Lists and Job Description 16
2.4. Housekeeping Successful Tips18
Part 3. Discussion 19
3.1. Comprehensive Description of Object 19
3.2. Discussion 20
Part 4. Conclusion 21
4.1. Conclusion 21
4.2. Suggestion 22
Bibliography 23
List of Figures

3
2.1. Basic Planning Activities 5
2.2. Housekeeping Organizational Chart in Small Hotel 14
2.3. Organizational Chart Housekeeping in Medium Scale Hotel 15
2.4. Job List Housekeeping Manager in Small Scale Hotel 16
2.5. Sample Job description for Typical Housekeeping Positions 17

4
 Part 1
Introduction

1.1. Background
Cleanliness is considered as the most important aspect of hospitality
Industry. Housekeeping in a hotel plays one of the most significant parts in
not just keeping the surrounding clean & tidy but also in giving the room
and other important areas the aesthetic appearance. This artistic or visual
appearance is the reason for a guest to attract to the property again &
again. There are other many more key works in a housekeeping
department, which helps a hospitality industry to run the operations
smoothly.
Housekeeping is an important and integral part of the guest
experience and satisfaction. Other things such as security are important,
but what guests really want is to feel at home, to feel comfortable.
Although the staff providing this service do not necessarily interact directly
with the public, the quality of their work is critical in shaping guests
pleasant memories of their stay.
Just as we enjoy keeping a Sparkling home for guests and
ourselves who visit us at home, the housekeeping department takes pride
in keeping the hotel clean and comfortable. A hotel survives on the sale of
rooms, food and beverage and other minor operating services such as
laundry, health clubs etc. Of these, the sale of room constitutes a minimum
of 50 percent. In other words, a hotels largest margin of profit comes from
room sales because a room once made can be sold over and over again.
A good hotel operation ensures optimal room sales to being in the
maximum profit. The room sale is dependent on, apart from several other
things the quality of room dcor, room facilities, cleanliness of the room
and how safe it is. The criteria by which each guest decided whether a
room is good or bad are strictly personal. To make a room appealing to a
guest is the task of house keeping which has to ensure the basic human

1
needs of comfort and security. Thus the personal effort the housekeeping
department makes in giving a guest a desirable room has a direct bearing
on the guests experience in a hotel.
The housekeeping is the department of a hotel charged with cleaning
and maintaining rooms and public spaces. The housekeeping department
is responsible for the daily cleaning of public rooms (lobbies, corridors,
meeting rooms), private bedrooms and public washrooms. In addition, it
handles the laundering of linens and in some instances, guest laundry as
well.
Good housekeeping is the foundation of good infection prevention.
The general cleanliness and hygiene of a facility are vital to the health and
safety of guests, staff, and visitors. Pleasant work environment contributes
to staff members' satisfaction, making them to be more productive. A more
pleasant environment improves guest satisfaction and can increase
guests use of services and frequent visits. To have a good housekeeping
in the hotel, the first step to achieve is to plan and then to organize every
detail things in Housekeeping department, In this paper, the main topic
that will be discuss is regarding the planning and organizing steps in
housekeeping department.

1.2. Research Problem

How to plan and organize a good housekeeping foundation that is
easy to apply and covering all the housekeeping needs?

1.3. Objectives
1. To identify what to plan in housekeeping department
2. To organize the human resource as the needs in housekeeping
department
3. To understand what are the important things to building up a firm
foundation in housekeeping department
Part 2
Study of Literatures & Benchmarking

2
 2.1. Tasks and Responsibilities of the Housekeeping Department
Housekeeping Department task first and foremost is to plan and
organize part of the department itself. Duties and responsibilities of the
most important of the Housekeeping Department was cleaning the hotel
area. Most of the hotel's housekeeping department is responsible for
cleaning the area - the area below:
Guest room
Corridor / Hallway - the hotel hallway
Area - area public
The swimming pool area and the road - footpath
Office management
Area warehouse
Linen storage space
Laundry room
Area - the area behind the hotel as employee lockers, etc.
For hotel - hotel Housekeeping enforce standards for five-star hotel
or hotel of international standard, then the housekeeping will clean the
area - the following areas, such as:
Meeting room Shops in the hotel area
The hotel's restaurant Space game
Banquet Room Space GYM
Hotel hall

3
 Map of the cleaning area hotel is a chart or image
created by the Housekeeping Manager with a range of other
managers that have relevance to the cleaning area in the hotel.
This map can be created in color with each - each color
represents areas that are the responsibility of each - each
department in the hotel. Such as the restaurant and kitchen will
normally be the responsibility of each - each kitchen staff and
restaurant. Housekeeping staff will clean only the final part or
whole, for example at the end of the shift before the restaurant
closed. Housekeeping manager should consult with a range of
other managers so there is no misunderstanding about the
responsibility of cleaning the area - hotel.

2.2. Planning Housekeeping Department

The most important management functions of executive
housekeeper is planning work, for their incompetent planning and mature
will only create new problems every day. The problems that arise will
lower morale and productivity of the work and of course lead to increased
expenditure that should not. Without the guidance and attention to
planning, an executive housekeeper could easily get distracted with work
- work that is not related to the main task of the department.
The amount of the housekeeping department's responsibility in
terms of cleanliness and maintenance every area of the hotel, planning
work is to be preferred. Due to the core duty of an executive
housekeeper to ensure each job not only have been resolved, but
resolved with effective, efficient, timely and cost-effective course.
Figure 2.1 Basic Planning Activities will show the planning work
that has been created by an executive housekeeper where there is a list
of some questions to help guide the work of planning activities and also
contains the identification of expected outcomes of each step of the work
done. The results of work that has been recapitulated in the document
will complement the planning of operations so as housekeeping
department can be run without a hitch.
Figure 2.1.
Basic Planning Activities

Here are the important stages in planning the work;

2.2.1. Area Inventory List
Planning work in housekeeping department begins
to make the inventory list or a list of all objects and facilities either
area of concern and responsibility of housekeeping personnel. This
becomes the first step because this list will ensure accurate
calculations every task to be carried out by a housekeeping in this
case the objects to be cleaned up, this list should be drawn up in
detail as every hotel will have different types of rooms, then you
should each type of room inventory list made different. In making
the area inventory list, an executive housekeeper should match the
data system cleanup activities used room attendants and used by a
supervisor when an inspection room, for example, a list of objects
were cleaned of object innermost room to get to the outside, or from
the top of the room up to floor rooms. It is intended that area
inventory list made in line with department team and facilitate the
development of maintenance and cleaning procedures, employee
training planning and inspection check list.

2.2.2. Types of Inventory Items

Inventory levels for the Housekeeping Department
focus on two specific areas: Equipment and Supplies. Of these two
types of resources available, there are two categories:
1. Recycled Inventories: items which are recycled during the
course of hotel operations. e.g. linens, some guest
supplies (irons, ironing boards, cribs, etc.), room attendant
carts, vacuum cleaners, carpet shampooers, floor buffers
Par Number: Par refers to the standard number of items
that must be on hand to support daily, routine housekeeping
operations. E.g. one par of linens is the total number of
items needed to outfit all the hotel guestrooms once; two
par items is the total number of items needed to outfit all the
hotel guestrooms twice and so on.
2. Non-recycled inventories: items that are consumed or
used up during routine activities of the housekeeping
department e.g. cleaning supplies, guestroom supplies and
amenities etc.
a. Minimum Quantity: is the fewest number of purchase units
that should be in stock at any time. The inventory should
never fall below the minimum quantity.
b. Maximum Quantity: is the greatest number of purchase
units that should be in stock at any time. It must be
 consistent with available storage space and must not be so
high that large amounts of cash is tied up.

2.2.3. Frequency Schedules

A schedule indicating the frequency of how often the
number of acts of cleaning or maintenance of the object in the area
of inventory list must be done. Objects that require follow periodic
cleaning and maintenance becomes routine and the cycle
associated with the standard procedures of work in housekeeping
department. Other objects that should not be given periodically
measures remains to be done inspection, because it is part of a
general cleaning. Activities in the program the frequency schedule
general cleaning housekeeping department should be realized in
the calendar work planning and project scheduled as a special
cleanliness. This will lead the executive housekeeper to make
employees work schedule in delivering effective performance. As an
example of setting general cleaning schedule tailored to the guest
room occupancy rate, then if there is a maintenance program
objects related premises other departments, should be adjusted to
the calendar of activities of the department.

2.2.4. Performance Standard

An executive housekeeper can develop performance
standards or performance standards by thinking of things to do to
maintain or clean objects that are within the scope of responsibility
department housekeeping. The performance standards required to
produce the desired quality of the work. Performance standards that
not only directs any work to be done, but also describes in detail
how the work is completed.
It is important that the reference in the planning of
the work in the housekeeping department is to make sure every
employee to carry out their duties in a consistent manner. Locks of
a consistency of work is developing, communicating, and
standardized management work done by the executive
housekeeper. Although each standard work every hotel is different,
the executive housekeeper becomes important role to ensure the
consistency of the performance of its employees with a request for
approval of 100% on the standards set by the department.
Standard work is communicated through training
programs. What does it mean standard of written work without the
application, then it becomes obligatory to apply standards
effectively work through training programs to employees. Not
stopping there, the executive housekeeper also need to manage
these standards, which means to ascertain whether any employee
agreed and perform their duties in accordance with the standards,
of course, by doing direct inspections and routine. Daily inspection
and periodic evaluation of the work to be done followed by guidance
and retraining.
Also of course the executive housekeeper must
conduct a review on working standards department at least once a
year and provide revisions as necessary in accordance with the
implementation methods work system has been updated.

2.2.5. Productivity Standard

The performance standards are expected to build a
"quality" of work performed, productivity standards accepted is the
"quantity" of work performed by employees and executive
housekeeper department that sets the standard productivity by
answering the question: How long do employees complete the
assigned task in accordance with the standards of the department's
performance? Productivity standards should be established for the
department staff appropriately within the limitations imposed by the
proposed operational budget hotel.
Because the performance standards vary in relation
to the needs and classification at each hotel, it is not possible to
identify the productivity standards that will apply in every
department of housekeeping. Because the task very spacious room
Attendance for the economy / limited service, mid-range services,
and world-class hotel service, productivity standards for the room
attendant will also be different.
When determining the realistic productivity
standards, an executive housekeeping should not bring gauge,
stopwatch and clipboard for measuring time and motion study on all
the necessary tasks and to clean up, keep all the items in the
inventory. Housekeeping executives and other management staff
are also a valuable resource for the department. However, the
housekeeping manager should know how long it should take a
housekeeping employee to perform the main tasks identified in the
schedule frequency of cleaning such as cleaning guest rooms.
Once this information is known, productivity standards can be
developed.
Let us assume that, in a hotel that offers mid-range
services, housekeeping executive officer determines that the room
can meet the performance standards and the typical clean room in
about 27 minutes.
Step 1

Determine how long it should be done to clean the room

in accordance with the department's performance
standards.

Approximately 27 minutes
 Step 2

Determine the total time shift in minutes.

8 hours x 60 minutes = 480 minutes

Step 3

Determine the time available to clean the room.

Total time shift ....................480 minutes

Less:

Early shift tasks...................20 min

Morning break.....................15 minutes

Afternoon break...................15 Minutes

End of Shift Assignment......20 minutes

The time available for

Clean room..........................410 minutes

Step 4

Setting standards of productivity by dividing the result of

Step 3 with the results of Step 1.

(410 min) / (27 min) = 15.2 rooms per 8-hour shift

* Due to performance standards vary from property to

property, these numbers are used for illustrative
 purposes only. It's not the number of time suggested to
clean the room.

Standard worksheet shows how the productivity of

employees who work 8-hour shifts. Calculations in practice assume
that housekeeping took time during the half-hour unpaid. Practice
shows that productivity standards for housekeeping had to clean 15
rooms per 8-hour shift.
Quality and quantity are two sides of a double-edged
sword. On the one hand, if the quality expectations (performance
standards) are set too high, the amount of work they can complete
the task may be low. Consequently executive housekeeping should
add more and more staff to ensure that all work can be done. But
sooner or later (and probably sooner than expected), the manager
will use a double-edged sword to cut labor costs are higher than the
housekeeping department. This will force the executive
housekeeping to reduce the number of staff and re-fix the quality
and quantity by defining performance standards related to
productivity standards more realistic.
On the other hand, if performance standards are set
too low, the number of jobs that could be resolved will suddenly
high. At first, the manager may be happy. But as complaints from
guests and the increase in staff and the property began to reflect
the gloom, once again, using a double-edged sword. This time the
general manager can choose to replace the executive officers of the
housekeeping people with high standards of performance and
monitoring department costs more closely.
The challenge is to effectively balance performance
standards and productivity standards. The quality and quantity need
not be a double-edged sword; on the contrary, each of which can
serve to check and balance the other. A concern for productivity is
not necessarily lowering the standards of performance that can
sharpen and improve the working methods of a procedure. If the
officers returned to the area and supply housekeeping to clean the
room, there will be something wrong with the way they are setup
and preparation of their tools. Motion is wasted in vain, and time
wasted resource drain of the most important and most expensive of
the Department of housekeeping: labor. Housekeeping executive
officers must be alert to new working methods and more efficient.
Remember, an executive housekeeping rarely will
have all the necessary resources to do all that he might want to
accomplish. Therefore, labor must be carefully allocated to achieve
acceptable performance standards and productivity standards are
realistic.

2.2.6. Equipment and Supply Inventory Levels

After planning what to do and how the tasks to be
performed, housekeeping executive board shall ensure that
employees have the necessary equipment and supplies to be able
to complete their work. Housekeeping executive officers must plan
a proper inventory levels by answering the following question; the
amount of equipment and supplies that will be needed for the
housekeeping staff in order to meet the standards of performance
and productivity of the department? The answer to this question
ensures daily housekeeping activities and form the basis for
planning effective purchasing systems. Purchasing system must
consistently maintain the required number of items stored in
inventory that is controlled by the Ministry of housekeeping.
Basically, housekeeping executive board is
responsible for two types of inventory. One type of store items that
are recycled during the operation of the hotel; other types of store
goods that cannot be recycled. Non-recyclable items that are
consumed or used for the routine activities of the Department of
housekeeping. Because the storage facility and management's
desire to not lock in costs in a limited supply, housekeeping
executive board should establish reasonable inventory levels for
both items recyclable and non-recyclable.
Supplies recycling. Supplies recycling including
linen, most items equipment, and some fixtures guest. Recycling
equipment including room attendant carts, vacuum cleaners, carpet
shampooers, floor buffers, and many other items. Recycling guests
are provided include goods such as irons, ironing boards, cribs, and
refrigerators that guests might need during their stay.
Housekeeping is responsible for storing and
maintaining these items and get them out as requested by a
number of items recycled must be taken to ensure a smooth
expressed as the nominal rate, referring to the standard number of
items that must be taken to support the daily cleaning, operation
housekeeping routine. For example, one per linen is the total
number of items needed to outfit all of the hotel rooms once, two
nominal linen is the total number of items needed to outfit all of the
hotel rooms twice; etc.
Inventories that cannot be recycled. Inventories that
cannot be recycled, including cleaning supplies, room inventory and
guest amenities (Which can range from the toothbrush and
shampoo and conditioner, scented bath powder and cologne).
Because the items that cannot be recycled are used in operational
activities, the inventory level is closely related to the purchase
ordering system that is used on the property. Purchasing system for
ordering supplies that cannot be recycled set a nominal amount
based on two characters - the minimum and maximum amount. The
minimum quantity is the fewest number of purchase units should be
in stock at all times. Unit purchase is calculated in terms of normal
 size shipping containers, such as mattresses, drums, and so on.
Inventory levels should not fall below a minimum amount. When the
level of non-recyclable items reach the minimum amount, additional
supplies should be ordered. The actual number of additional
supplies to be ordered is determined by the maximum amount. The
maximum is the largest number of units should be in the stock
purchases at any time. The maximum amount shall be consistent
with the available storage space and does not have to be so high
that a large number of hotel resources of cash tied up in inventory
overstock. Shelf items also affect the maximum number of purchase
units that can be stored.

2.3. Organizing Housekeeping Department

The organization refers to the executive housekeeper
responsibility for staffing and to divide up the work so that everyone gets
a fair task and all work will be completed on time. Structuring the
housekeeping staff at the department means the authorities establish
and regulate the flow of communication within the department. Two
important principles that should guide the organization of this department
are:
a. Every employee should have one supervisor.
b. Supervisors should have the authority and the necessary
information to guide employees under their direction.
Executive housekeeper to delegate authority to the supervisor and
must ensure that all employees know the structure of the authority of the
department. While Executive housekeeper can delegate authority
present, but he cannot delegate responsibility. Executive housekeeper
has a full responsibility for the actions of the supervisor. Therefore, it is
important that each supervisor gets information about the policies,
procedures and limits of their authority.
 Figure 2.2.
Housekeeping Organizational Chart in Small Hotel

Head
Housekeeper

Record and Room Laundry

Houseperson
Payroll Clerk Attendant Attendant
Source: Opryland Hotel, Nashville, Tennessee

2.3.1. Organizational Structure

The organization chart gives a clear picture of
authority and communication channels within the department. In a
small hotel, the chart only has up-down structure of duties and
responsibilities. When compared with the housekeeping department
at another hotel, the number of staff is limited. However, in doing
housekeeping staff explanation can account for nearly half the hotel
with good facilities.
Figure 2.3 show that the larger hotel facility also
supervised the more complex arrangement of the chart. The
organizational structure of the department not only provides a
systematic direction commands, but also protects employees from
direct problems. The chart shows that every employee carrying out
direct orders from superiors on the composition of the organization.
A copy of the chart should be installed in strategic
areas so that all housekeeping staff can see where their position.
Some of the housekeeping department and its duties include the
immediate position of employees. It emphasizes the importance of
the work done by most employees.
 Figure 2.3.
Organizational Chart Housekeeping in Medium Scale Hotel

Executive


Asst. Executive

Housekeeper

Housekeeping Housekeeping
Rooms Rooms



Record Linen Night Laundry
and Room Trainin Cleaning Supervis
g SPV
Linen Night Laundry
Attendan Cleaners Supervis
ts

A.M. P.M. Head

Floor Floor House
Public Project
Supervis Supervis person
Room Room House Space
Public Project
Supervis
Attendan Attendan Person Space Cleaners
Source: Opryland Hotel, Nashville, Tennessee.

2.3.2. Job Lists and Job Description

If the executive housekeeper housekeeping
department had planned the job properly, then the organization of
the department staff this would be a relatively simple matter. Using
the information gathered from the initial planning activities to identify
the number and types of positions required as well as to develop
the job list and job description for each of these positions. Job list
identifies the tasks that must be performed by an individual
occupying certain positions in this department. Figure 2.4 presents
an example of a job list for the position of the housekeeping
manager at a small hotel.
 Figure 2.4.
Job List Housekeeping Manager in Small Scale Hotel

JOB LIST

Position : Housekeeping Manager

Tasks : Manager must be able to
1 Schedule employees
2 Adjust employee schedule daily, as needed
3 Schedule extra cleaning tasks
4 Prepare room attendant work assignment sheets
5 Prepare housekeeping room status report
6 Inspect clean rooms
7 Report clean, inspected rooms to the front desk
8 Clean room, it necessary
9 Train employees
10 Compute labor hours on housekeeping staff
11 Others

SoSource: Opryland Hotel, Nashville, Tennessee.

Figure 2.5.
Sample Job description for Typical Housekeeping Positions
 Room Attendant
Basic Function : Performs routine duties in the cleaning and
servicing of guestrooms and baths under close supervision of an
inspector.
Duties and Responsibilities
1 Enters and prepare room for cleaning
2 Makes the bed
3 Dusts the room and furniture
4 Clean the closet
5 Clean the bathroom
Relationships : Reports directly to inspector, assistant
housekeeper and executive housekeeper.

Lobby Attendant
Basic Function : Keeps all lobbies and public facilities (such
as lobby restrooms, telephone areas, the front desk, and offices) in
a neat and clean condition.
Duties and Responsibilities
1 Cleans and maintains all lobbies and public restrooms
2 Sweeps carpets
3 Empties ashtray and urns
4 Polishes furniture and fixtures
5 Vacuums and polishes elevators
Relationship : Reports to housekeeping management and
hotel assistant managers.
Source: Opryland Hotel, Nashville, Tennessee.
Some kinds of job description only add information to
the job list. This information may include reporting relationships,
additional responsibilities and working conditions, as well as
equipment and materials to be used in the process of work. Figure
2.5 shows a sample job description for the position of housekeeping
normally found in the hotel is. To be effective, the job description
should be tailored to operational needs. Therefore, the shape of the
job description will vary between departments housekeeping. Full
authority and responsibility in a large hotel owned by a director of
 the housekeeper, but represented operations to executive
housekeeper for handling the property, the rooms, and the comfort
of the hotel environment. This needs special handling because it is
associated with an asset of the hotel. Because the job description
may change at any time, then they should be reviewed at least
once a year revision. Each employee must have the copy of his job
description of each. Job description may also be given to recruiting
prospective employees by means skill test. It is possible to accept a
person as well as determine the position of a prospective employee
in line with expectations or not. Job list and job description are basic
to the development of job breakdowns (more receive specific,
structured to accomplish the task), planning, training and
performance evaluation in the form of a form.

2.4. Housekeeping Successful Tips

1. Believe in the staff
It is very important to be done by a supervisor that a supervisor
believing what is done by the staff. The duties of a supervisor is to
lead and as a role model, not to work against them.
2. Discussing daily activities - day
This activity should be done every day by a supervisor to the staff.
Where this activity is to discuss anything special happened today.
3. Encouraging staff to visit seminars and other language
course
This was done to give their ideas or views on what their work and
the course is very important because to enable them to
communicate effectively.
Part 3
Discussion

 3.1. Comprehensive Description of Object
From Hospitality Magazine, that was published on autumn 2011.
Here is the piece of that was taken from the magazine; Housekeeping
often gets very little recognition and this hasnt changed much in the 30
years that I have been in the profession, comments Liz Smith-Mills FIH,
another distinguished hospitality professional who took the housekeeping
fast-track into senior management.
To overlook the importance of housekeeping is a huge mistake
since the rooms department generates the most profit for a hotel and the
cleanliness and condition of bedrooms are the most important factors in
customer satisfaction ratings. It is encouraging that in this sector a few
head housekeepers have successfully made the transition to general
managers, and it is hoped that some of them will take the opportunity to
migrate over to traditional full-service hotels.
Another story came from my previous internship in The Ritz-
Carlton, Bali. Housekeeping department wasnt the main focus in given
enough appreciation from all the Ladies and Gentlemen, on the other
hand when complains from the guests come people just easily direct the
fault towards housekeeping department. However, it is Ritz-Carlton
culture to giving out the truly personal touch by all the surprises. It is so
unexpected that housekeeping department who doesnt interact directly
with the public, contributed the most WOW stories each months.
One story that won the monthly recognition WOW story is based
on a simple care by heart that one of the room boy notice that the guest
always put her kids picture on her bedside table. The room boy then
prepare a nice picture frame to hold the picture up, and left it together
with a heartwarming note in the room. When the guest found out, the
guest was extraordinarily touched. From that day on, the guest became a
guest for life.

3.2. Discussion
1. No matter how small the hotel is, there always be needed a good
housekeeping to run an at least standard businesses or even a
good massive businesses. This department is the biggest
department in a hotel, because lots of the people needed to do the
work. However it is so much a disappointment that this department
doesnt get much attention and enough appreciation for the hard
work their put in every daily detail of the job.
2. Motivational and training course are needed for the employees in
this department Building up their confidence and skills is a great
investment in a company, because everyday housekeepers and
especially the room attendant would come and clean the guest
room everyday so they know the guests personality the most and
be able to create a wonderful ideas in work to impress the guests
through-out their stay.
3. Housekeepers are the people we should be giving trust the most,
since a manager couldnt easily see how they work on spot. They
will be given lists of job to do in the beginning of their shift, and its
their own responsibility weather to do it right and perfect, or do as
little as possible works. Its the challenge for the manager how to
build up a good system and embracing the subordinates to do a
professional job in what they do.
4. WOW story from The Ritz-Carlton, Bali of how the housekeeping
department can actually creating a memorable memory to the guest
is proving how the staff implementing the hotels vision. Vision is the
base of creating any departments plan to direct whichever action all
the staffs will take.
Part 4
Conclusion

4.1. Conclusion
 Housekeeping is an important and integral part of the guest
experience and satisfaction. The most important management functions
of executive housekeeper is planning work, for their incompetent
planning and mature will only create new problems every day. The
results of work that has been recapitulated in the document will
complement the planning of operations so as housekeeping department
can be run without a hitch.
Planning work in housekeeping department begins to make the
inventory list or a list of all objects and facilities either area of concern
and responsibility of housekeeping personnel. Inventory levels for the
Housekeeping Department focus on two specific areas: Equipment and
Supplies. Scheduling is other major thing to plan, a schedule indicating
the frequency of how often the number of acts of cleaning or
maintenance of the object in the area of inventory list must be done.
The challenge is to effectively balance performance standards and
productivity standards. The quality and quantity need not be a double-
edged sword; on the contrary, each of which can serve to check and
balance the other. A concern for productivity is not necessarily lowering
the standards of performance that can sharpen and improve the working
methods of a procedure.
The organization refers to the executive housekeeper
responsibility for staffing and to divide up the work so that everyone gets
a fair task and all work will be completed on time. Structuring the
housekeeping staff at the department means the authorities establish
and regulate the flow of communication within the department.
The organization chart gives a clear picture of authority and
communication channels within the department.
If the executive housekeeper housekeeping department had
planned the job properly, then the organization of the department staff
this would be a relatively simple matter. Using the information gathered
from the initial planning activities to identify the number and types of
positions required as well as to develop the job list and job description for
each of these positions.
Finally, some of the Housekeeping successful tips are believe in
the staff, discussing daily activities day, and encouraging staff to visit
seminars and other language course.

4.2. Suggestion
Our discussion of planning and organizing in housekeeping
department leads more towards how to maintain the people doing the
job, because it is very simple job, just how to calculate the right amount
for budgeting and controlling the financial expenses and its chemical
effects to environment. However we find it harder to plan and organize
the people needed to run the job, and how to help these people building
up their future in the hotel.
Deep concern regarding the details will accumulate more value in
planning the needs of housekeeping department. The firm based plan
and a good communication through the organizing process will generate
fantastic actions. As for the manager in housekeeping department, like
the iceberg phenomenon, planning and organizing are the process that
is not seen above the water, but will impact weather the ice will melt
down because of the failure in planning and organizing process, or the
ice above the water will look even bigger.

Bibliography

https://www.instituteofhospitality.org/Publications/Insight_e-
newsletter/2012/January/house_keeping