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1st Sem Accommodation Operation Notes

Inter Departmental Relationship With Accounts/Sales and Marketing

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Last updated: 2 July 2023

Inter-Departmental Relationship With Accounts/Sales and Marketing

  • There should be effective coordination between the sales and marketing department and housekeeping to supply promotional items in guest rooms and other areas of the hotel.
  • The sales and marketing department informs the housekeeping of the occupancy forecast for the entire year, which is broken up month-wise. This enables housekeeping to budget for the necessary expenses
  • An important contribution of the housekeeping staff to hotel sales is ensuring that repeat business is obtained by providing the level of cleanliness and service that meets or exceeds guest expectations.
  • The sales and marketing team also have to depend on housekeeping for their uniforms.
  • Two things are certain in the hotel business: no matter how many guests a salesperson brings in the door, if housekeeping does not execute its function with excellence the guests will not be coming back.
  • Vice versa, no matter how well- kept the rooms, if the sales staff does not bring potential guests to the hotel, occupancy falls.

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Syllabus BHM114 (T)

1 The role of housekeeping in hospitality operation

  1. Role of Housekeeping in Guest Satisfaction and Repeat Business

2 Organisation chart of the housekeeping department

  1. Hierarchy in small, medium, large and chain hotels
  2. Identifying Housekeeping Responsibilities
  3. Personality Traits of housekeeping Management Personnel.
  4. Duties and Responsibilities of Housekeeping staff
  5. Layout of the Housekeeping Department

3 Cleaning organisation

  1. Principles of cleaning, hygiene and safety factors in cleaning
  2. Methods of organising cleaning
  3. Frequency of cleaning daily, periodic, special
  4. Design features that simplify cleaning
  5. Use and care of Equipment

4. Cleaning agents

  1. General Criteria for selection
  2. Classification
  3. Polishes
  4. Floor seals
  5. Use, care and Storage
  6. Distribution and Controls
  7. Use of Eco-friendly products in Housekeeping

5. Composition, care and cleaning of different surfaces

  1. Metals
  2. Glass
  3. Leather, Leatherites, Rexines
  4. Plastic
  5. Ceramics
  6. Wood
  7. Wall finishes
  8. Floor finishes

6. Inter departmental relationship

  1. With Front Office
  2. With Maintenance
  3. With Security
  4. With Stores
  5. With Accounts and Sales & Marketing
  6. With HR Personnel
  7. With F & B Department

7. Use of computers in housekeeping department