Organization structurefuction, Exam make up room procedure and standard, List out all amenity and facility in guest roommmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm
Rex Hotel Organization structure-fuction Function: Housekeeping Department (Room attendant): with the main task of cleaning the living room, checking and contacting the maintenance of the equipment in the room, fully replenishing the items (Amenities) for the living room Laundry attendant: responsible for collecting guest laundry (when required), transporting guest laundry processes, fabrics from departments different in the hotel and also in the staff uniforms Public Area Attendant(include locker attendant): whose role is to ensure the hygiene of public areas, corridors, lobby and also internal areas of employees in the hotel Office department (Housekeeping Officer): includes the staff of Order Taker, Asst exe HSK who are in charge of administrative and paperwork work of the HK department Exam make up room procedure and standard Process of Making Guest Room Check Out (Dirty Empty Room) The guest room check-out process includes the following steps: 1/Pull the Curtain, Open the Window Depending on the regulations of each place, weather conditions, etc., employees can pull the curtain and open the window to make the room airy and have more natural light to work 2/Turn Some Systems Off In The Room When cleaning, should turn off the air conditioner, television, heating system (if any) 3/General Cleanup Collect cups, cups, bowls, plates… in the bathroom to prepare for washing Collecting finished guest items such as cans, bottles, etc., and put them in the garbage bag on the trolley Empty and clean trash cans, ashtrays, etc 4/Lost Property Check Check if guests have left valuables in the cupboard, under the bed, under the chair, etc Keep found property in a lost bag (with room number, date, name of finder, place of discovery, description of found property), immediately notify the room supervisor 5/In-room Equipment Maintenance Check Check electrical equipment (TV, air conditioner, hair dryer, safe ) in a closed cycle, make sure everything is working properly Record information to the technical department if there is any damage 6/Preparing the Bed Remove all soiled linens from the bed and place them in the dirty laundry bag on the stroller Bring clean linens into the room, placing them on a clean surface such as a chair or other bed Check blankets, pillows, mattress protectors and replace if necessary Re-spread the bed sheet The duvet cover is evenly stretched, the blanket is smooth, and then spread on the bed Cage the pillow so that the edges are balanced and fit (currently hotels provide guests with many pillows and decorative pillows) Cover with decorative panels (if any) 7/Cleaning the Furniture Proceed to clean the items in the room with wipes and chemicals (note cleaning methods such as damp wiping, wet wiping, dry cleaning, etc.) For example: – Picture: vacuum and wipe with a damp cloth – Light bulbs, lampshades: vacuuming – Furniture: Polish, wipe with a damp cloth or vacuum depending on the material If using a spray bottle, not spray directly on furniture, but spray on a towel or spray mist For large surfaces, it is recommended to clean each section one by one 8/Adding Customer Supplies Replenish pen and paper, napkins, laundry list, tea, coffee, ashtray, cup If the object is printed with the hotel's logo, the logo must be pointed outward 9/Re-positioning Items Check and adjust the position of equipment in the room according to a closed process: The safe was unlocked and working fine The alarm clock is set to the correct time Trash cans and lights are located in an easy-to-see, easy-to-access location Furniture does not interfere with movement in the room 10/Bathroom Cleaning Bring baskets, buckets, equipment, and detergent into the bathroom Collect guest trash and discarded items Collect dirty linens from the bathroom, take them out, and put them in a dirty linen bag on the stroller Wash dishes, glasses, cups, plates… Clean the sink and surrounding area Replenish supplies for guests (brushes, shampoos, towels ) Clean the tub and surrounding area Clean the toilet Bathroom floor cleaning Check the bathroom one last time 11/ Vacuum and Spray Air Freshener Vacuum from the end of the room towards the door (pay attention under the bed, under the table, under the chair, behind the curtains ) and scent the room 12/Fill in the Room Form Fill in the room form with the time of completion, the items have been changed, and at the same time, check that the door has been locked carefully The Process of Making an Empty Room (No Tenants): With the process of making a clean room, it is essential to check the hygiene, security and condition of the equipment in the room, including: Follow the correct procedure to enter the guest room, even if it is an unoccupied room Check room availability to make sure the room is really empty Bring the chemical basket into the room, place it in a convenient location Check the linen on the bed (for rooms without guests for a long time, the linen may turn yellow) Dust the furniture in the room with the damp cleaning method according to the closed process Check the items in the room according to the closed process and promptly report the damage Check TVs, lights, air conditioners… Check the bathroom according to the correct procedure (flush the toilet to keep it from turning yellow due to the water source) Vacuum the carpet (if necessary) Make a final check to make sure everything is in order and lock the door securely Living Room Making Process The process of making a living room includes the following tasks: Do not touch, take away, remove any property, money of guests unless they are in the trash (if in the trash, need to notify the supervisor immediately) Clean up leftovers, fruit peels…; replace or remove wilted flowers Arrange your shoes in the right place Hang the guest's clothes that are left on the bed on the hanger Carefully wipe the dust in the room Do not check the drawers Only replenish supplies when requested by guests Please note: Housekeeping staff must report the “Do not disturb” sign List out all amenity and facility in guest room Bedroom amenities: Kitchen facilities, like: fridge, coffee maker and microwave Complimentary water TV with cable Ironing capabilities Telephone Hangers Luggages storage Air conditioning Minibar Bathroom amenities Hair Dryer Essentially kit, (toiletries), like: soap, shampoo, body milk, conditioner… Towels Combs Bathrobes Slippers Identify other functions of HK dept Cleaning and Maintenance: Cleaning guest rooms, public areas, and back-of-house spaces Dusting, vacuuming, and mopping floors Making beds, changing linens, and restocking amenities Cleaning and disinfecting bathrooms Removing trash and maintaining cleanliness in all areas Laundry and Linen Management: Collecting, sorting, and washing dirty linens Operating laundry machines and equipment Inspecting, folding, and storing clean linens Monitoring linen inventory and requesting supplies Maintenance of Equipment and Supplies: Ensuring proper functioning of cleaning equipment Conducting routine maintenance and repairs Monitoring and restocking cleaning supplies Health and Safety: Adhering to health and safety regulations Using appropriate protective equipment Handling hazardous materials safely Reporting safety concerns or incidents Guest Service and Satisfaction: Responding to guest requests and inquiries promptly Assisting with luggage and special needs Maintaining a professional and courteous attitude Respecting guest privacy and confidentiality Inventory Control: Monitoring and replenishing guest room supplies Managing stock levels of cleaning materials Conducting regular inventories and ordering supplies Training and Supervision: Training new housekeeping staff on duties and procedures Providing ongoing training on cleaning techniques and standards Supervising and evaluating housekeeping team members Quality Control and Inspections: Conducting regular inspections to ensure cleanliness standards Identifying areas for improvement and taking corrective actions Implementing quality control measures to maintain standards Collaboration with Other Departments: Coordinating with the front desk for guest requests and check-outs Communicating with the maintenance department for repairs and maintenance issues Collaborating with the laundry department for linen management Environmental Sustainability: Implementing sustainable practices for energy and water conservation Proper waste management and recycling initiatives Using eco-friendly cleaning products and practices Emergency Preparedness: Participating in emergency response training and drills Understanding evacuation procedures and emergency protocols Assisting in emergencies and ensuring guest safety Budgeting and Cost Control: Monitoring and controlling housekeeping expenses Identifying cost-saving opportunities without compromising quality Collaborating with management to optimize resource allocation These responsibilities collectively ensure the cleanliness, comfort, and satisfaction of guests while maintaining a safe and well-maintained environment The housekeeping department plays a vital role in upholding the reputation and standards of the hospitality establishment