Tổng quan nghiệp vụ buồng phòng

Introduction to
in Hospitality
Nguyễn Thanh Bạch
Bộ môn HouseKeeping
22/03/2007


Nguyễn Thanh Bach

2

19/05/2008


Introduction to Housekeeping
in Hospitality
I. History of Hospitality industry.
II. Types of hotels.
III.Hotel organization charge.
IV. Housekeeping role in Hotel
operations.

Nguyễn Thanh Bach

3

19/05/2008


Introduction to Housekeeping
in Hospitality

I. History of Hospitality industry.
II. Types of hotels.
III.Hotel organization charge.
IV. Housekeeping role in Hotel
operations.

Nguyễn Thanh Bach

4

19/05/2008


I. History of Hospitality
industry.
Before 1282, “Give and take”
philosophy.
In 1282, With the purpose of turning
hospitality into a bussiness, the first
association of hoteliers in the world
organised in Florence, Italy.
1925. the first Motel opened in San Louis
Obispo _ California. (Now)
1950. Motor Hotel.
Nguyễn Thanh Bach

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19/05/2008

I. History of Hospitality
industry. (cont.)
1960s Airport Hotel become more and
more common.
1970s Resort and Health spas, all suite
hotels.
2000. Star cruiseses.
2005. Space travel.
and now ...


Resort

Motel

Nguyễn Thanh Bach

7

19/05/2008


Introduction to Housekeeping
in Hospitality
I. History of Hospitality industry.
II. Types of hotels.
III.Hotel organization charge.
IV. Housekeeping role in Hotel
operations.

Nguyễn Thanh Bach

8

19/05/2008


II. Types of hotels. (cont.)
Some of the categories used to classify
hotels are Location, Rate, Markets, Chains
affiliation, Size, Franchise, Service levels...
Depend on levels of service. We can
classified in term of three basic service level
categories.
o Economy / Limited service hotel.
o Mid _ Range service hotel.
o World class service hotel.
Nguyễn Thanh Bach

9

19/05/2008


II. Types of hotels. (cont.)
Economy / Limited service hotels.
...Basic need of guest by providing
cleaning,comfortable, inexpensive rooms.
Not provide full food and beverage...

Nguyễn Thanh Bach

10

19/05/2008


II. Types of hotels. (cont.)
Mid range service hotels.
The largest segment of traveling
public.
Offer
uniform
service,
Airport limousine service, special
restaurant, coffee shop and Lounge
that cater to local residents as well
as to hotel guests. Management
team
consist
of
GM,
and
Department Managers...
Nguyễn Thanh Bach

11

19/05/2008

II. Types of hotels. (cont.)
World class service hotels (Luxury hotels).
...Upscale restaurants and lounge, Concierge
service, Private dining facilities. Turning down
service...
Some mid range service hotel may dedicate
certain floor (usually top floor) of the hotel to
world class service (Executive floors).

Nguyễn Thanh Bach

12

19/05/2008


Introduction to Housekeeping
in Hospitality
I. History of Hospitality industry.
II. Types of hotels.
III.Hotel organization charge.
IV. Housekeeping role in Hotel
operations.

Nguyễn Thanh Bach

13

19/05/2008


III. Hotel organization charge.

Organization chart
Board of Directors
(Owner)

General Manager

Resident Manager
(Assistant)

Human
Resources
Director

Security
Director

Chief
Engineer

Room
Division
Manager

Executive
HouseKeeper

Nguyễn Thanh Bach

14

Food and
Beverage
Director

Front office
Manager

19/05/2008

Director of
Sales and
Maketting

Accounting
Financial
Controller


Introduction to Housekeeping
in Hospitality
I. History of Hospitality industry.
II. Types of hotels.
III.Hotel organization charge.
IV. Housekeeping role in Hotel
operations.

Nguyễn Thanh Bach

15

19/05/2008


IV. Housekeeping role in Hotel
operations.
a. Housekeeping function.
o Cleanliness.
o Maintenance.
o Aesthetic.
b. Housekeeping organization chart.

Nguyễn Thanh Bach

16

19/05/2008


HouseKeeping organization chart
Executive
HouseKeeper
Secrectary
Assistant
Executive
HouseKeeper

Order
Taker
(Clerk)

Linen & Uniform
Supervisor
Linen
Attendant

· AM. Shift
· PM. Shift
· ON. Shift

Training
Supervisor

Head
Florist

Laundry
Manager

Floor
Supervisor

Public
Area
Supervisor

Florist

Laundry
Supervisor

Room
Attendant

Public area
Attendant

Laundry
Attendant


IV. Housekeeping role in Hotel
operations. (cont.)
c. Job description for typical
Housekeeping position.
 Room attendant.
 Public area attendant.
 Linen and Uniform attendant.
 Florist.
 Gardener.
 Tailor.
 Supervisor (Public area, Floor…).
 Assistance Executive Housekeeper.
 Executive Housekeeper.
Nguyễn Thanh Bach

18

19/05/2008


IV. Housekeeping role in Hotel
operations. (cont.)
ROOM ATTENDANT
Performs routine duties in the
cleaning and servicing of guestrooms
and baths under close supervision of
an inspector.
PUBLIC AREAS ATTENDANT
Keeps all lobbies and public facilities
(such as lobby restrooms, telephone
areas, the front desk, and offices) in
a neat and clean condition.
Nguyễn Thanh Bach

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19/05/2008


IV. Housekeeping role in Hotel
operations. (cont.)
LINEN AND UNIFORM ATTENDANT
Stores and issues uniforms, bed linen,
and table linen; also takes inventory and
maintains linen room supplies.
HOUSEKEEPING SUPERVISOR

Responsible
for
supervising
the
activities of Housekeeping employees.
The performance of their duties ensure
clean, well maintained, keep aesthetic of
the property.
Nguyễn Thanh Bach

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19/05/2008


IV. Housekeeping role in Hotel
operations. (cont.)

ASSISTANT EXECUTIVE HOUSEKEEPER
To work closely with the Executive
Housekeeper to ensure a clean, wellmaintenance is kept
To liaise closely with Front Office for
occupancy forecasts, groups and VIP
arrivals.

Nguyễn Thanh Bach

21

19/05/2008

IV. Housekeeping role in Hotel
operations. (cont.)
To liaise closely with Engineering
Department
to
carry
out
maintenance projects.
To liaise closely with Food &
Beverage Department for functions
internal and external.

Nguyễn Thanh Bach

22

19/05/2008


IV. Housekeeping role in Hotel
operations. (cont.)
EXECUTIVE HOUSEKEEPER
Supervises
all
housekeeping
employees, has the authority to hire
or discharge, plans and assigns
work assignment, informs new

employees of property regulations,
inspects housekeeping personnel
work assignments, and requisitions
supplies.

Nguyễn Thanh Bach

23

19/05/2008


Housekeeping dept with the major
divisions and departments of a hotel
The Food &
Beverage Division
The Front Office
Dept
Housekeeping dept work
closely with the major
divisions and
departments of a hotel:

The
Others

Sales and Marketing
Division

The Security

Division

TEAMWORK

The Engineering and
Maintenance Division
The Human
Resources Division

The Accounting
Division

:Front of the house dept
:Back of the house dept
Nguyễn Thanh Bach

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19/05/2008


Q&A
Nguyễn Thanh Bach

25

19/05/2008