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- 2. HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Decisions about required number of cleaning employees Frequency of cleaning Roles of Housekeeping Dept.: Guestrooms Public spaces lobby areas / public restrooms / front desk areas / management offices / game rooms / exercise areas / pool & spa areas / employee break rooms & locker rooms / selected meeting & food service areas Major Executive Housekeeper responsibilities:
- 3. HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Guestroom areas Properly cleaned by Housekeeping Verified as clean by second member of Housekeeping Room’s status has been reported to Front Desk Roles of Housekeeping Dept.: Guestrooms Elevators/ corridors/ stairwells/ guestrooms Room will be assigned, when: Communication role to Front Desk staff (room status info) & Engineering / Maintenance Department ( room maintenance issues)
- 4. HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Roles of Housekeeping Dept.: Guestrooms (continued…) Clean & Vacant Room vacant, has been cleaned and can be assigned to guest Occupied Room registered to a current guest On-Change Room vacant but not yet cleaned Do not disturb Room is occupied but not yet cleaned, due to guest request not to be disturbed Sleep-out Room reported as occupied, but room was not used, and guest may have left Stay-over Guest will stay in room at least one more night Room status terminology
- 5. HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Roles of Housekeeping Dept.: Guestrooms (continued…) Due-out Guest has indicated that is last day he/she will use room Check-out Guest has departed Out-of-order Room is not rentable, thus not assignable Lock-out Guest’s items still in room, but guest will be denied access until management approval of re-entry Late check- out Guest has requested and has been allowed an extension of regular check out time Room status terminology (continued…)
- 6. ROLES OF HOUSEKEEPING DEPT: LAUNDRY HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Laundry areas laundry preparation areas/ laundry supply closets/ guest linen, terry and supplies storage areas Managing “On Premise Laundry (OPL)” and its effective operation Housekeeping Dept. & Executive Housekeeper’s role Laundry often represents one of the hotel’s largest expenses.
- 7. STAFFING THE DEPARTMENT HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Assess quality of room cleanliness Point out deficiencies to room attendants, get those deficiencies corrected, & report revision of room status to Executive Housekeeper or Front Desk have management skills (planning, organizing, directing and controlling departmental activities). have commitment to cleanliness and impeccable cleaning standard. create an appropriate inspection checklist and revise it as necessary. know about personal administration, budgeting, laundry sanitation, fabrics & uniforms, room cleaning chemicals and routines. be guest oriented. Executive Housekeeper should: Room Inspector’s major responsibilities:
- 8. STAFFING THE DEPARTMENT (CONTINUED…) HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Treat them at all times with respect Ensure they are supervised by excellent supervisors Have room cleaning assignment policies perceived by them as fair Provide excellent, ongoing training Provide a realistic career ladder for room attendants Enforce Housekeeping Department policies consistently and without favoritism Ensure room attendant safety through training and appropriate hotel policies Provide benefit packages that are competitive for the area Pay fair wages Approaches to build highly motivated, dedicated Room Attendants:
- 9. HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Housekeeping employees are one of the hotel’s largest groups Physical nature of jobs Managing Housekeeping: Safety this group’s accident rates generally the highest in the hotel. thus Equipment & supplies Rule Housekeeping employees should handle only those machinery items and supplies they are properly trained to handle.
- 10. MANAGING HOUSEKEEPING: SAFETY HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Chemical handling Cleaning procedures Correct lifting techniques Properly entering guestrooms Contending with guestrooms containing: firearms/ uncaged animals/ individuals perceived as threatening/ ill or unconscious guests/ drugs and drug paraphernalia / blood and potential bloodborne pathogens Guest service Guestroom security Lost & Found procedures Areas of training concern
- 11. MANAGING HOUSEKEEPING: EMPLOYEE SCHEDULING HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Inexperienced Executive Housekeeper relies exclusively on minutes per room Total # of minutes worked by room attendants / total # of guestrooms cleaned = Minutes per room Experienced Executive Housekeeper relies on both minutes per room and knowledge of guests and sales patterns size of guestrooms / amenities in rooms / actual number of rooms to be cleaned / amount, if any, of deep cleaning Scheduling the number of room attendants depends on: How to establish room attendant schedules
- 12. MANAGING HOUSEKEEPING: INVENTORY MANAGEMENT HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Check how much of each item is in use, in storage, on order Executive Housekeeper to compute monthly “product usage reports” sheets (all sizes)/ pillowcases/ bedspreads/ bath towels/ hand towels/ washcloths/ soaps/ shampoos/ conditioners/ sewing kits/ glass cleansers/ furniture polish/ acid-based cleansers/ glassware/ cups/ coffee & filters/ in-room literature/ telephone books/ pens/ paper pads Inventory items maintained by Executive Housekeeper: Values of monthly inventories
- 13. MANAGING HOUSEKEEPING: INVENTORY MANAGEMENT (CONTINUED…) HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Waldo hotel product usage report 117Total Monthly usage 877 unitis Count on: __________________ 850 units Count on: __________________ Plus 144 unitisPurchased in month 994 unitisTotal in service Less ______________________________ Date: __________________________ Item:__________________________ For Period: ______________________ Prepared by: ____________________ Department:_____________________ January 1 February 1 Housekeeping King-sized Sheets
- 14. MANAGING HOUSEKEEPING: LOST & FOUND HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Hotel must safeguard mislaid property until rightful owner returns Hotel must hold lost property until rightful owner claims it Hotel not required to find abandoned property’s owner Property left behind in room or found in lobby to be treated as mislaid or lost Establish how long any mislaid/lost property to be held before disposing it Three types of unclaimed property Law and/or policy requirements: Mislaid property Owner unintentionally has left item(s) behind Lost property Owner unintentionally has left item(s) behind, then forgotten it/them Abandoned property Owner intentionally has left item(s) behind
- 15. MANAGING HOUSEKEEPING: LOST & FOUND (CONTINUED…) HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Date item is returned Owner’s name/ address/ phone Housekeeping Manager returning item Method of return Date property is declared as abandoned Name of hotel employee receiving abandoned property Date item is found Description of item Location where item is found (room #, if applicable) Name of finder Supervisor who receives item When item is found Written report When returned to rightful owner, or disposed of
- 16. FACILITY CARE & CLEANING HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Effective guestroom cleaning is heart of Housekeeping Department Determines long-term success or failure of property Sleeping area: the first part seen by guest when entering room Bathroom area: closely inspected by guests for cleanliness Forms basis for a guest’s initial impression of property Public space cleaning Guestroom cleaning
- 17. FACILITY CARE & CLEANING (CONTINUED…) HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, G.M.s should know what to look for when inspecting the hotel G.M.s must inspect public space, guestroom and laundry operation areas regularly G.M.s should not evaluate effectiveness of their housekeeping departments based only on lower costs per occupied room or fewer minutes per room cleaning (these factors are not always better!) G.M.s’ roles in facility care and cleaning
- 18. HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Collecting Operating an effective “on-premises laundry” is a multi- step process Laundry Delivering Sorting Watching Drying Finishing / Folding
- 19. LAUNDRY: OPERATING AN EFFECTIVE OPL (CONTINUED…) HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Collecting Dirty linen and terry should never be used as guestroom cleaning rags. Bloodstained linen or terry must be placed separately in a biohazard waste bag (pre-sort in guestroom). Biohazard waste bag should be on every housekeeping cart. Sorting Once in OPL, laundry is sorted both in terms of fabric type & degree of staining. Washing This step is the most complex part. Monitor a: washing times, b: wash temperatures, c: chemicals, d: agitation length and strength
- 20. LAUNDRY: OPERATING AN EFFECTIVE OPL (CONTINUED…) HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, Drying Drying is simply a process of moving hot air (140-145 degrees F.) through fabrics to vaporize & remove moisture. Fabrics that are dried must have cool-down period in the dryer before they are removed from it Finishing/ Folding Space for finishing laundry must be adequate Storing Many fabrics must “rest” after washing & drying 24-hr rest time for cleaned laundry Housekeeping Dept. should maintain laundry par levels of three times normal usage Delivering Storage areas containing these items should be locked
- 21. HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION HAYES/NINEMEIER PEARSON PRENTICE HALL UPPER SADDLE RIVER, DESINGED BY Sunil Kumar Research Scholar/ Food Production Faculty Institute of Hotel and Tourism Management, MAHARSHI DAYANAND UNIVERSITY, ROHTAK Haryana- 124001 INDIA Ph. No. 09996000499 email: skihm86@yahoo.com , balhara86@gmail.com linkedin:- in.linkedin.com/in/ihmsunilkumar facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com
Notes de l'éditeur
- The text addresses management judgments regarding areas of cleaning responsibility specific to each department, and notes that many hotels have implemented color-coded maps of their properties to facilitate this; the first case study provides the scenario of possible conflicts - in responsibilities for cleaning areas - between Housekeeping Department and other departments (e.g. Food & Beverage / Maintenance Department). Decisions about the required number of room attendants is a major responsibility of the Executive Housekeeper. In the section “Employee Scheduling” later, the text discusses differences in how the inexperienced and the experienced Executive Housekeepers establish Room Attendants’ schedules in terms of numbers.
- Linen is a generic term for guestroom sheets, pillowcases, tablecloths and napkins washed and dried in the laundry area. Terry is a generic term for bath towels, hand towels and wash cloths washed and dried in the laundry area.
- Note that principle of management is also applied to run an effective Housekeeping Department. Thus, the Executive Housekeeper needs to understand management process such as planning, organizing, directing & controlling) specific to the Housekeeping Department. Revisit Chapter 2 (The Hotel General Manager) and Chapter 3 (Management Skills for the G.M.) to review how each management process step works and what specific things should be done, in detail. Inspector (inspectress) is the individual responsible for physically checking guestroom status, as well as other tasks assigned by the Executive Housekeeper.
- The text discusses that recruiting and retaining quality room attendants is a challenge, and that the G.M. in conjunction with the Executive Housekeeper needs to develop / design strategies to attract and retain the best room attendants; what specific activities / strategies can be applied so that room attendants regard the G.M., and the property, as the employer of choice.
- Bloodborne pathogen is any microorganism or virus, carried by blood, which can cause a disease. The text emphasizes that the G.M. particularly needs to pay attention to the matter of blood pathogens. Similarly, attention is necessary to lost and found training; in the section “Lost and Found” later, three types of unclaimed property are discussed in detail, in terms of law and policy requirements.
- Actual number of rooms to be cleaned is the most critical variable (factor) to effective scheduling. Deep cleaning means the intensive cleaning of a guestroom, typically including the thorough cleaning of items such as drapes, lamp shades, carpets, furniture, walls and the like. “Minutes per room” is the average number of minutes required to clean a guestroom. Explain different factors used between experienced and inexperienced housekeepers to establish room attendant schedules. Question 2 in Issues at Work in Chapter 7 asks students to design a scheduling system that fairly assigns holidays to the employees.
- “Product usage report” is a report detailing the amount of an inventoried item used by a hotel in a specified time period (i.e. week, month, quarter, year)
- The Executive Housekeeper, assisted by the housekeeping staff, should compute monthly usage rates on all significant housekeeping items.
- The text emphasizes that Housekeeping Department must have specific, written “Lost and Found” procedures in place; it is one of the Executive Housekeeper’s important jobs to have pre-printed forms, namely, written lost and found procedures, in place to protect guest property until it is declared abandoned.
- Review Figure 7.3 (Sample Public Space Inspection Sheet), 7.4 (Sample Guestroom Sleeping Area Inspection Sheet), and 7.5 (Sample Guestroom Bath Area Inspection Sheet) in the text. The text discusses the usefulness of inspection sheets to identify areas to be evaluated during routine inspections of public spaces, guest bathroom and sleeping room areas, and laundry.
- “cost per occupied room” is total cost incurred for items or area, divided by the number of rooms occupied in the hotel for the time period examined.
- Emphasize that use of the biohazard waste bag is necessary to avoid needless exposure to bloodborne pathogens, when room attendant notices linen or terry is bloodstained. Agitation is movement of the washing machine resulting in friction as fabrics rub against each other. Executive Housekeeper must teach laundry workers to monitor washing times, washing temperatures, chemicals and agitation during the washing process.
- Laundry par level is the amount of laundry in use, in process and in storage.