Basic Guide to Housekeeping 3

What are the elements of an effective housekeeping program? 


Dust and Dirt Removal 

- Enclosures and exhaust ventilation systems may fail to collect dust, dirt and chips adequately. 

- Vacuum cleaners are suitable for removing light dust and dirt. 

- Industrial models have special fittings for cleaning walls, ceilings, ledges, machinery, and other hard-to-reach places where dust and dirt may accumulate.

- Special-purpose vacuums are useful for removing hazardous substances. For example, vacuum cleaners fitted with HEPA (high efficiency particulate air) filters may be used to capture fine particles of asbestos or fibreglass. 

- Dampening (wetting) floors or using sweeping compounds before sweeping reduces the amount of airborne dust. 
- The dust and grime that collect in places like shelves, piping, conduits, light fixtures, reflectors, windows, cupboards and lockers may require manual cleaning. 
- Compressed air should not be used for removing dust, dirt or chips from equipment or work surfaces.

Employee Facilities 

- Adequate, clean and well maintained. 

- Lockers are necessary for storing employees' personal belongings. 

- Washroom facilities require cleaning once or more each shift. 

- Have a good supply of soap, towels plus disinfectants, if needed. 

- Provide special precautions such as showers, washing facilities and change rooms. 

- Some may require two locker rooms with showers between to allow workers to shower off workplace contaminants and prevents them from contaminating their "street clothes" by keeping their work clothes separated from the clothing that they wear home.

- Smoking, eating or drinking in the work area should be prohibited where toxic materials are handled.

- The eating area should be separate from the work area and should be cleaned properly each shift. 

Surfaces

Floors: 

- Poor floor conditions are a leading cause of accidents so cleaning up spilled oil and other liquids at once is important. 

- Allowing chips, shavings and dust to accumulate can also cause accidents. 

- Trapping chips, shavings and dust before they reach the floor or cleaning them up regularly can prevent their accumulation. 

- Areas that cannot be cleaned continuously, such as entrance ways, should have anti-slip flooring.

- Keeping floors in good order also means replacing any worn, ripped, or damaged flooring that poses a tripping hazard. 

Walls: 

- Light-colored walls reflect light while dirty or dark-colored walls absorb light. 

- Contrasting colors warn of physical hazards and mark obstructions such as pillars. 

- Paint can highlight railings, guards and other safety equipment, but should never be used as a substitute for guarding.

Waste Disposal

- The regular collection, grading and sorting of scrap contribute to good housekeeping practices. 

- It also makes it possible to separate materials that can be recycled from those going to waste disposal facilities. 

- Allowing material to build up on the floor wastes time and energy since additional time is required for cleaning it up. 

- Placing scrap containers near where the waste is produced encourages orderly waste disposal and makes collection easier. 

- All waste receptacles should be clearly labelled (e.g., recyclable glass, plastic, scrap metal, etc.). 

Storage

- Good organization of stored materials is essential for overcoming material storage problems whether on a temporary or permanent basis. 

- There will also be fewer strain injuries if the amount of handling is reduced, especially if less manual materials handling is required. 

- The location of the stockpiles should not interfere with work but they should still be readily available when required. 

- Stored materials should allow at least one metre (or about three feet) of clear space under sprinkler heads. 

- Stacking cartons and drums on a firm foundation and cross tying them, where necessary, reduces the chance of their movement. 

- Stored materials should not obstruct aisles, stairs, exits, fire equipment, emergency eyewash fountains, emergency showers, or first aid stations. All storage areas should be clearly marked.

- Flammable, combustible, toxic and other hazardous materials should be stored in approved containers in designated areas that are appropriate for the different hazards that they pose. 

- Storage of materials should meet all requirements specified in the fire codes and the regulations of environmental and occupational health and safety agencies in your jurisdiction.

 

Basic Guide to Housekeeping 2

How do I plan a good housekeeping program? 

A good housekeeping program - Plans and manages the orderly storage and movement of materials from point of entry to exit; Includes a material flow plan to ensure minimal handling; Ensures that work areas are not used as storage areas by having workers move materials to and from work areas as needed. 

Part of the plan could include investing in extra bins and more frequent disposal. The costs of this investment could be offset by the elimination of repeated handling of the same material and more effective use of the workers' time. Often, ineffective or insufficient storage planning results in materials being handled and stored in hazardous ways. Knowing the plant layout and the movement of materials throughout the workplace can help plan work procedures. 

Worker training - Essential part of any good housekeeping program; Need to know how to work safely with the products they use; Need to know how to protect other workers such as by posting signs (e.g., "Wet - Slippery Floor"); Reporting any unusual conditions. 

Housekeeping order is "maintained" not "achieved." Cleaning and organization must be done regularly, not just at the end of the shift. Integrating housekeeping into jobs can help ensure this is done. A good housekeeping program identifies and assigns responsibilities for the following: 

- Clean up during the shift

- Day-to-day cleanup

- Waste disposal

- Removal of unusual materials

- Inspection to ensure cleanup is complete

Do not forget out-of-the-way places such as shelves, basements, sheds, and boiler rooms that would otherwise be overlooked. The orderly arrangement of operations, tools, equipment and supplies is an important part of a good housekeeping program. 

The final addition to any housekeeping program is inspection. It is the only way to check for deficiencies in the program so that changes can be made. The documents on workplace inspection checklists provide a general guide and examples of checklists for inspecting offices and manufacturing facilities. 

Basic Guide to Housekeeping 1

WHY SHOULD WE PAY ATTENTION TO HOUSEKEEPING AT WORK?

Effective housekeeping - eliminate some workplace hazards and help get a job done safely and properly; ongoing operation: it is not a hit-and-miss cleanup done occasionally; Periodic "panic" cleanups are costly and ineffective in reducing accidents; basic part of accident and fire prevention.

Poor housekeeping - Frequently contribute to accidents by hiding hazards that cause injuries. If the sight of paper, debris, clutter and spills is accepted as normal, then other more serious health and safety hazards may be taken for granted. 

Housekeeping is not just cleanliness - Includes keeping work areas neat and orderly; maintaining halls and floors free of slip and trip hazards; and removing of waste materials (e.g., paper, cardboard) and other fire hazards from work areas; Requires paying attention to important details such as the layout of the whole workplace, aisle marking, the adequacy of storage facilities, and maintenance. 

What is the purpose of workplace housekeeping? 

Poor housekeeping can be a cause of accidents, such as: 

- Tripping over loose objects on floors, stairs and platforms.

- Being hit by falling objects.

- Slipping on greasy, wet or dirty surfaces.

- Striking against projecting, poorly stacked items or misplaces material.

- Cutting, puncturing, or tearing the skin of hands or other parts of the body on projecting nails, wire or steel strapping.

To avoid these hazards, a workplace must "maintain" order throughout a workday. Although this effort requires a great deal of management and planning, the benefits are many.
 

What are some benefits of good housekeeping practices? 

Effective housekeeping results in: 

- Reduced handling to ease the flow of materials

- Fewer tripping and slipping accidents in clutter-free and spill-free work areas

- Decrease fire hazards

- Lower worker exposures to hazardous substances

- Better control of tools and materials, including inventory and supplies

- More efficient equipment cleanup and maintenance

- Better hygienic conditions leading to improved health 

- More effective use of space

- Reduced property damage  by improving preventive maintainence

- Less janitorial work

- Improved morale

- Improved productivity (tools and materials are easy to find)

What happen between Housekeeping and Front Office?

Issue happen and occur between front office and housekeeping department
- Room always not available when guest check in
- Housekeeping attendant slow when cleaning the room
- Lack of communication between two department 
- Front office department check in guest to the wrong room
- Front office did not inform that guest having late check out
- Did not have meeting before start shift
- Housekeeping department lack of people cleaning the room during peak season 

How to handle the problem 
- Have briefing for both department every time before start shift on information such as arriving guests, events that happen on that day and rooms that will be on sale
- Have good communication between two departments by having the managers to discuss about each day operation especially the room status
- Front office can go extra mile by helping housekeeping department in cleaning rooms during peak season or full occupancy.

Recommendation from the interviewee 
- Both front office and housekeeping department should have cross exposure where exchanging people from this two department in order for the employees to understand more about their job and have better communication
- Have monthly meeting between two departments to discuss about guest complaints and ways to improve guest satisfaction
- Outing to boost relationship and create bonding
- Extra allowances and one day off for those who work night shift
- Have proper education and training for each department

Reference

Muazah Malek, 1st June 2011. Interview on Issues Happened between Front Office Department and Housekeeping Department. Interviewed by Charmaine Gan Siew Kee, Yvonne Ong Su Yee, Janice, and Clarin Cheong Sow Ling

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What problems housekeeping department normally faced?

DEALING WITH CHEMICALS
Problem: Accidents such as chemicals sprayed into eyes which will cause irritation and other injuries

Ways to deal: Stop whatever work you are doing and inform the instructor. Wash your eyes using designated eyewash and the instructor will be assisting you. If the eyes still irritates after washing, go to doctor immediately. 

Prevention: Wear safety goggles and check all safety precautions before using any chemicals.

LOST AND FOUND
Problem: Room attendant found belongings of guest and guest already left the room

Ways to deal: Immediately inform front office department and they will check whether the guest already check out and left the hotel or still in the hotel.

Guest still in hotel: Immediately return the guest belonging.
Guest already left the hotel: Pass the item to lost and found department and it will be keep for 3months.
Guest call after they left the hotel: Verify the identity for security purposes and if confirmed is the correct guest, the belongings will send to them.
Guest did not collect their item: It will be given to room attendant or donated.

REMEMBER CANNOT CALL THE GUEST FOR SAFETY REASONS 
 

THEFT
Problem: Guest complain they lost their belongings after housekeeper cleaned their room

Ways to deal: Security officer will find out who is the housekeepers that cleaned that particular room and interrogate them. Security department also will monitor CCTV to check the time the housekeepers went in and out of the room. The housekeeper will suspended from work after the first interview and the security department will continue investigate and gather more evidence. In the second interview, if the housekeeper is proved to be the thief, he/she will fired immediately and blacklisted.

Ways to apologize to the guest:
Guest already check out: Hotel will send letter of apology and offer complimentary stay on their next visit
Guest still in the hotel: Given complimentary breakfast or upgrade their room

Reference

Tham Teng Yew, 4th June 2011. Interview on Incidents Faced by Housekeeping Department and the Way to Solve the Problem. Interviewed by Joanne Tham Yo Yen  

Room Status Definition

1) Occupied - A guest is registered to the room

2) Complimentary - Room is occupied, guest is not charged

3) Stayover - Guest not checking out and stay at least one more night

4) On-change - Room not yet cleaned and ready for sale, guest already depart

5) Do no disturb - Guest requested not to be disturbed

6) Sleep out - Guest is registered but not using the bed

7) Skipper - Guest left the hotel without settling the account

8) Sleeper - Guest left the hotel and settle the account but front office staff didn't update   room status

9) Vacant and ready - Room is cleaned and inspected, ready to sale

10) Out-of-order - Room cannot be sell, might need for maintenance, extensive cleaning

11) Lock-out - Room locked, guest cannot enter until cleared by hotel official

12) Did not check out (DNCO) - Guest settle the account but left without informing front office

13) Due out - Room expected to be vacant after daily check out time

14) Check out - Guest settle the account, returned room keys and left hotel

15) Late check out - Guest requested and allowed to check out later than hotel's standard check out time

The Chemicals

What is R1, R2, .....??
These are the symbol that use to describe each chemicals function for the housekeeping department.

R1 (Dark Blue) - This chemical is used for the toilets and the bathroom.

R2 (Green) - This chemical is for multipurpose. It can be used to clean windows, toilets and bathrooms.

R3 (Blue) – This chemical is used to clean the windows and mirrors.

R5 (Pink) – This chemical is used as air freshener.

P.S. You all must be thinking why there is no R4? Well, most of the hotels follow Chinese tradition where 4 represent "death" in Cantonese language. So in order to prevent any "unwanted incident" happened, there will not be any R4 chemical.

The Importance of Housekeeping

The hotel housekeeping department provides the best room service and also laundry, dry leaning facilities for guest clothes and also shoe polishing facilities in order to give guest the “Home Away From Home” feeling.

Although the hotel housekeeping standards differ from the rate of the hotel, however the higher the rate of the hotel, the higher standards they have and the more important for housekeeping attendees to maintain the cleanliness of the rooms all the time, because it represents the reputation of the hotel.

Although hotels gain revenue from hotel restaurants, bar, coffee shops and others departments, the major revenue comes from the hotel rooms, which are the reason why it is important for housekeeping attendees to maintain the rooms clean all the time as this will determine the guests regular visit  and further attract more guests to the hotel.