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e. Classificat ion of hot el based on t he Lengt h of St ay
1 Transient Hot el
The lengt hs of guest st ay in a hot el just for one or t w o night . 2
Semi- Resident Hot el The lengt hs of guest st ay in a hot el bet w een t w o unt il one w eek.
3 Resident Hot el
The lengt hs of guest st ay in a hot el more t han one w eek or for long t ime.
4 Housekeeping Department
1. Definition of Housekeeping
Housekeeping depart ment is one of t he depart ment s t hat has a role and vit al funct ion in providing maint enances and services t o t he guest especially t he
primary services. Housekeeping is responsible for keeping t he at t ract iveness, complet eness, cleaning service, gorgeous view and ot her public services t he
hot el in order t o guarant ee sat isfact ion and comfort of all guest s and employees.
The t erm Housekeeping is coined from t he w ord “ house” “ keeping” , t he w ord “ house” means a building made for people t o live in: a building made or
used for special purpose. A.S Hornby, 1995:577 and t he w ord “ keeping” means t o cont inue t o be in specific condit ion or posit ion: t o remain or st ay t o cont inue
doing somet hing; t o do somet hing repeat edly or frequent ly” A.S Hornby, 1995: 647. From t he definit ion above it can be concluded t hat “ housekeeping” means
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cont inue or making t he condit ion or posit ion of a building t o remain t he same, according t o us purpose.
Rumekso in his book “ Housekeeping Hot el” defines t hat : “ Housekeeping is part of t he hot el having dut y and responsibilit y t o keep cleanness, t idiness,
neat ness and freshness in all of hot el area, bot h out side and inside hot el area also included room and rest aurant , office, and t oilet r ent by t he guest ” 2003:1.
It means t hat housekeeping is a part of hot el w hich is responsible for t he hot el building condit ions. While, in his book “ Room Division Know ledge “ , Djumino
explained t hat “ Housekeeping is a part of Hot el w hich has responsibilit y about cleanness, and t idiness of hot el area, including handling t he rot at ion of linen and
uniform for t he employees” 2003:16. It means t hat housekeeping has responsibilit y for t he cleanness of hot el.
2. Definition of Order Taker
Order Taker is a part of housekeeping. It connect s t he housekeeping depart ment w it h all ot her depart ment s in t he hot el. The funct ion of order t aker
is ensuring t hat t he guest s w ho need t he housekeeping services in t erm of t he room condit ion are giving t he best service. A housekeeping order t aker should
be follow ed up by housekeeping st aff effect ively. a. The requirement s for Order Taker Officer:
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In order t aker must have a good at t it ude, must be professional, and must be proper w it h t o his or her role as an order t aker. Therefore, an order t ake
must meet t he follow ing requirement s: 1
Having know ledge about all Public Areas in t he hot el 2
Having know ledge about all rooms in t he hot el floor sect ion. 3
Having know ledge about all in ot her out let s in t he hot el. 4
Having know ledge about product s professional in out hot el. 5
Having good skill in communicat ion and in speaking English and ot her language.
6 Having abilit y t o operat e comput er.
7 Having administ rat ion skills.
8 Having professional at t it udes and appearance, meaning t hat an official
order t aker should have an at t it ude t hat may represent t hemselves personally or represent a company or hot el in serving visit ors such as an
t rough need and at t ract ive appearance and w earing t he clean and t idy uniform in accordance w it h t he requirement .
9 Having manners court esy, meaning t hat an order t aker is act ually
paying at t ent ion t o w hat t he guest want s. 10 Having empat hy meaning t hat order t aker must underst and t he feelings
of t he guest under any circumst ances, but st ill go int o t his sit uat ion in a manner t hat does not hesit at e w it hout show ing t oo much at t it ude.
11 Having responsibilit y meaning t hat as order t aker should be able t o t ake t he appropriat e act ion and t o find a w ay out of t he right t o guest
sat isfact ion as a sense of full responsibilit y.
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12 Having flexibilit y meaning t hat order t aker w ill t reat guest s as w hole persons and t o cont ribut e t o providing advice and solut ions t hat can be
accept ed by t he guest s
b. How t o provide qualit y services t o guest s:
1 Reading t he guest w ant s t o give full at t ent ion t o w hat w ill be delivered
and how t o deliver it . 2
Sort ing or separat ing t he visit or’s desire wit h appropriat e. 3
Solving t he problems t oget her t o find a good solut ion 4
Provide t he best service t o t he guest s in accordance w it h t he expect ed 5
Follow ing up on all t he issues t hat arise and making sure again t hat t he guest w ill be sat isfied w it h t he service.
6 Dealing w it h t he guest complaint s by keeping t he friendly and helpful
at t it ude 7
Improving t he qualit y of services in accordance w it h t he guest desires w it hout reducing st andards.
c. Procedure and responsibilit y of Order Taker:
1 Housekeeping Office Order Taker
a
Informing t o supervisors about t he room t hat w ill check out
b
Taking a copy of proof of payment at t he checkout mini bar
c
M aking a list of sold mini bar
d
Saving a list of sold mini bar
e
Creat ing a proof of loss t hat is approved by t he housekeeper supervisors and front office cashier
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f
M aking a list of missing mini bar
g
Saving a list of t he missing mini bar 2
Floor Supervisor a
Communicat ing t o t he room at t endant b
Conduct ing t he audit of t he room 3
Room at t endant a
Request ing permission for guest s t o check t he mini bar b
Checking t he mini bar in t he room c
Regist ering t he cashier about t he mini bar t hat is consumed by t he guest s
CHAPTER III DISCUSSION
