MANAGING

HOUSEKEEPING
OPERATIONS
Revised Third Edition
Aleta A. Nitschke, CHA
William D. Frye, Ph.D., CHE

Contents

Preface.................................................................................................. xiii
1

The Role of Housekeeping in Hospitality Operations..................

Types of Hotels..............................................................................................

Economy Hotels Mid-Market Hotels Luxury Hotels

Hotel Management........................................................................................
Hotel Divisions and Departments..............................................................

7
8

The Rooms Division The Engineering and Maintenance Division

The Human Resources Division The Accounting Division The
Security Division The Food & Beverage Division The Sales and
Marketing Division

Housekeeping and the Front Office............................................................

Housekeeping and Maintenance.................................................................

16
23

Types of Maintenance

Teamwork.......................................................................................................
Endnotes, Key Terms, Review Questions, Internet Sites.........................
Case Study......................................................................................................

25
28
31

Environmental and Energy Management...................................... 37

Sustainability and Green Philosophies.......................................................

38

Good Earthkeeping and Going Green Green Teams Certification

Programs

Housekeepings Role in a Green Property.................................................

45

Communication Training Purchasing

Water Conservation.......................................................................................

48

Linen Reuse Programs Guestrooms Laundry Public Restrooms

Energy Efficiency...........................................................................................

52

Energy Management Lighting

Waste Management.......................................................................................

57

Reduce Recycle Reuse

Indoor Air Quality.........................................................................................

60

Indoor Air Quality Programs Fighting Mold

Cleaning Chemicals.......................................................................................
Endnotes, Acknowledgements, Key Terms, Review Questions,
Internet Sites..............................................................................................

63
64

vi Contents
3

Planning and Organizing the Housekeeping Department............ 67

Identifying Housekeepings Responsibilities............................................
Planning the Work of the Housekeeping Department.............................

67
71

Area Inventory Lists Frequency Schedules Performance Standards

Productivity Standards Inventory Levels

Organizing the Housekeeping Department..............................................

83

The Department Organization Chart Task Lists and Job Descriptions

Other Management Functions of the Executive Housekeeper...............

89

Coordinating and Staffing Directing and Controlling Evaluating

Supervisor Dilemma..................................................................................... 93
Endnotes, Key Terms, Review Questions.................................................. 102
Case Studies .................................................................................................. 103

Housekeeping Human Resource Issues........................................ 109

Diversity.......................................................................................................... 109
Lodging Industry Diversity Initiatives English-Only Requirements

Turnover.......................................................................................................... 113
The Cost of Turnover

Recruiting Employees................................................................................... 114

The Pre-Recruitment Process Internal Recruiting External
Recruiting

Recruitment Sources..................................................................................... 119

Internal Sources External Sources Creative Recruiting Tactics
Online Recruiting Immigration Reform

Selecting Employees...................................................................................... 126

Skills Training................................................................................................. 127
Prepare to Train Present Practice Follow Up

Scheduling...................................................................................................... 146
The Staffing Guide Productivity Complications Developing
Employee Work Schedules

Motivation...................................................................................................... 153
What Is Motivation? Methods of Motivating Employees

Endnotes, Key Terms, Review Questions.................................................. 161

Case Study...................................................................................................... 163

Contents

vii

Managing Inventories.................................................................. 165

Par Levels........................................................................................................ 165
Linens.............................................................................................................. 165
Types of Linen Establishing Par Levels for Linens Six Steps to
Perfect Linens Determining When to Change Linens Inventory
Control of Linens Taking a Physical Inventory of Linens

Uniforms......................................................................................................... 184
Establishing Par Levels for Uniforms Inventory Control of Uniforms
Uniform Challenges

Guest Loan Items........................................................................................... 192

Types of Guest Loan Items Establishing Par Levels for Guest Loan
Items Inventory Control of Guest Loan Items

Machines and Equipment............................................................................ 194

Types of Machines and Equipment Establishing Par Levels for
Machines and Equipment Inventory Control of Machines and
Equipment

Cleaning Supplies.......................................................................................... 196

Types of Cleaning Supplies Establishing Inventory Levels for
Cleaning Supplies Inventory Control of Cleaning Supplies

Guest Supplies............................................................................................... 199

Types of Guest Supplies Establishing Inventory Levels for Guest
Supplies Inventory Control of Guest Supplies Printed Materials
and Stationery

Endnotes, Key Terms, Review Questions.................................................. 207

Controlling Expenses................................................................... 211

The Budget Process....................................................................................... 211
Types of Budgets

Planning the Operating Budget................................................................... 212

Using the Operating Budget as a Control Tool......................................... 213
Operating Budgets and Income Statements.............................................. 214
The Hotel Income Statement The Rooms Division Income Statement

Budgeting Expenses...................................................................................... 220

Salaries and Wages Employee Benefits Outside Services InHouse Laundry Linens Operating Supplies Uniforms

Controlling Expenses.................................................................................... 228

viii Contents
Purchasing Systems....................................................................................... 229
Linen Replacement Uniform Replacement Purchasing Operating
Supplies

Capital Budgets..............................................................................................
Contract vs. In-House Cleaning..................................................................
Key Terms, Review Questions.....................................................................
Case Studies...................................................................................................

235
237
240
241

Safety and Security...................................................................... 247

Safety............................................................................................................... 247
Insurance and Liability Concerns Employee Morale and Management
Concerns Potentially Hazardous Conditions Job Safety Analysis
Safety Training

Common Housekeeping Chemicals........................................................... 264

Water Bathroom Cleaners All-Purpose Cleaners Safety
Equipment for Using Chemicals

OSHA Regulations........................................................................................ 266

Work Areas Means of Egress Sanitation Signs and Tags
First Aid Bloodborne Pathogens OSHA Inspection

OSHAs Hazard Communication Standard............................................... 269

Listing Hazardous Chemicals Obtaining MSDSs from Chemical
Suppliers Labeling All Chemical Containers Developing a Written
Hazard Communication Program

Security............................................................................................................ 276
Security Committees Suspicious Activities Meth Labs Theft
Bomb Threats Fires Key Control Lost and Found Guestroom
Cleaning

Endnotes, Key Terms, Review Questions, Internet Sites.........................

Case Study......................................................................................................
Task Breakdowns: Safety and Security.......................................................
Appendix........................................................................................................

292
294
297
313

Managing an On-Premises Laundry............................................. 319

Planning the OPL........................................................................................... 319
Laundering Linens Sort through the Laundry Room to Find Big
Energy Savings

The Flow of Linens Through the OPL........................................................ 326

Collecting Soiled Linens Transporting Soiled Linens to the Laundry
Sorting Loading Washing Extracting Finishing Folding
Storing Transferring Linens to Use Areas

Contents

ix

Machines and Equipment............................................................................ 340

Washing Machines Drying Machines Steam Cabinets and Tunnels
Flatwork Ironers and Pressing Machines Folding Machines
Rolling/Holding Equipment Preventive Maintenance Staff Training

Valet Service................................................................................................... 346

Contract Valet Service On-Premises Valet Service Accepting
Outside Laundry

Staffing Considerations................................................................................. 349

Staff Scheduling Job Lists and Performance Standards

Endnotes, Key Terms, Review Questions, Internet Sites......................... 353

Case Studies................................................................................................... 355
Task Breakdowns: Laundry......................................................................... 359

Guestroom Cleaning.................................................................... 369

Preparing to Clean......................................................................................... 369
Assembling Supplies Room Assignments

Cleaning the Guestroom............................................................................... 375

Entering the Guestroom Beginning Tasks Making the Bed
Cleaning the Bathroom Dusting Vacuuming Final Check

Inspection........................................................................................................ 391
Inspection Program Technology

Deep Cleaning................................................................................................
Allergens and Allergies................................................................................
Turndown Service and Special Requests...................................................
Endnotes, Key Terms, Review Questions, Internet Sites.........................
Task Breakdowns: Guestroom Cleaning....................................................

10

395
400
402
402
405

Public Area and Other Types of Cleaning..................................... 431

Front-of-the-House Areas............................................................................. 431
Entrances Lobbies Front Desk Corridors and Stairwells Elevators
Public Restrooms Swimming Pool Areas Exercise Rooms Spas

Other Functional Areas................................................................................. 442

Dining Rooms Banquet and Meeting Rooms Administration and
Sales Offices Employee Areas Housekeeping Areas

Special Concerns............................................................................................ 446

Mold and Mildew Viruses

Endnote, Key Terms, Review Questions, Internet Sites........................... 449

Task Breakdowns: Public Area and Other Types of Cleaning................ 451

 Contents
11

Ceilings, Walls, Furniture, and Fixtures........................................ 459

Selection Considerations.............................................................................. 459
Flammability Considerations Acoustical Considerations

Types of Ceiling Surfaces and Wall Coverings......................................... 460

Painted Surfaces Vinyl Surfaces Fabric Surfaces Ceiling and
Wall Cleaning Window Coverings

Types of Furniture and Fixtures.................................................................. 466

Public Areas Guestrooms Staff Areas

Care Considerations...................................................................................... 471

Seating Case Goods Lighting and Lamps

Endnote, Key Terms, Review Questions, Internet Sites........................... 474

Task Breakdowns: Ceilings, Walls, Furniture, and Fixtures................... 477

12

Beds, Linens, and Uniforms......................................................... 489

Beds................................................................................................................. 489
Mattresses Springs and Support Maintenance of Beds
The Bed Wars Flammability Standards Bedbugs

Linens.............................................................................................................. 497
Types of Linens Sizes of Linens Linen Care, Reuse, and
Replacement Linen Selection Considerations

Uniforms......................................................................................................... 507
Identifying Uniform Needs Selecting Uniforms

Endnotes, Key Terms, Review Questions, Internet Sites......................... 512

13

Carpets and Floors....................................................................... 515

Carpets............................................................................................................ 515
Carpet Construction Carpet Problems Carpet Maintenance
Carpet and Floor Care Equipment Carpet Cleaning Methods
Special Carpet Treatments

Floors............................................................................................................... 542
Resilient Floors Wood Floors Hard Floors General Floor
Maintenance Floor Cleaning Methods Green Floor Care

Endnotes, Key Terms, Review Questions, Internet Sites......................... 554

Task Breakdowns: Carpets and Floors....................................................... 557

14

Tubs, Toilets, and Vanities............................................................ 575

Types of Bathroom Furnishings and Fixtures........................................... 575
Tubs and Showers Toilets Vanities Fixtures Amenities

Contents

xi

Handicap Accessibility................................................................................. 583

Care Considerations...................................................................................... 587
Tubs Toilets Vanities Floors Shower Curtains

Safety in the Guest Bathroom...................................................................... 594

Endnotes, Key Terms, Review Questions, Internet Sites......................... 596

Index .................................................................................................... 599