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Executive housekeeping chapter 15
1.
Copyright © 2007
by John Wiley & Sons, Inc. All rights reserved Executive Housekeeping – Chapter 15 Opening Dilemma p. 411
2.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Importance of Housekeeping Department Why do guests return to a hotel? A. Advertising efforts B. Cleanliness of hotel C. Price D. Service features
3.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Correct response A. Advertising efforts B. Cleanliness of hotel* C. Price D. Service features
4.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Importance of Housekeeping Department cont’d. If sheets are soiled, blankets are rough and scratchy, pillows thin and non-supportive and shower curtains are moldy and stained, the entire image of the hotel is tarnished and the guest most likely will not return. B. Worcester
5.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Organization Chart for a Housekeeping Department, Large Hotel with In-house Laundry – Fig. 15-1 (p.413) Executive Housekeeper Assistant Supervisor Floor Supervisor Room Attendant – AM Shift Laundry Supervisor Laundry Attendant – AM Shift Room Attendant – PM Shift Laundry Attendant – PM Shift Public Area Attendant
6.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Organization Chart for a Housekeeping Department, Limited Service Hotel (p. 413) General Manager Executive Housekeeper Room Attendant – AM Shift Room Attendant – PM Shift Laundry Attendant – AM Shift
7.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Relationship of the Executive Housekeeper to the General Manager Facilitates work of general manager by coordinating operational efforts that affect customer satisfaction (repeat busine$$) Review job analysis of executive housekeeper; p. 414 Review Hospitality Profile – Marti Cannon – p. 415
8.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Overview of Management of a Housekeeping Department Room Assignment/Work Load Training Room Inspection Housekeepers Report Communication – English as a Second Language Inventory Control – linens, guest supplies, cleaning supplies, furniture Cleaning Control In-house Laundry v. Out-source Laundry Occupational Safety Health Act Material Safety Data Sheets Going Green Professional Associations
9.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Room Assignment Management views it as a measure of effective use of human resource, daily income, and guest hospitality Determining number of attendants: usually 15- 20 rooms per maid/houseman; about 30 min. per room (this equals 15 rooms per day + ½ hour break) Divide number of occupied rooms by number of rooms to be assigned to each room attendant
10.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Considerations for Room Assignment: Design of room Room furnishings Fabrics, number of people occupying the room Nature of the guests in the room Training provided for employees Bed making, vacuuming, dusting, window and mirror cleaning, set-up awareness of the room, bathroom cleaning, daily routine of the worker, caring for and using equipment and industrial safety Incentives for maids and housemen
11.
Copyright © 2007
by John Wiley & Sons, Inc. All rights No. Rooms Occupancy No. Room In Hotel Percentage Attendant s Required 180 100 10.00 180 99 9.90 180 98 9.80 180 97 9.70 Note: Each room attendant required to clean 18 rooms per day Room Attendant Staffing Requirement Chart p. 417
12.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Room Inspection 1. Supervisor-inspected 2. Self-inspected (requires motivational system, evaluation system – guest comment cards; random comments on specific products and services solicited at checkout “Zero Defects” kit article – pp. 418-419
13.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Housekeeper’s Report Refer to Chapter 10 – Fig. 10-6; p. 281- Housekeeper’s Report Communication tool; provides financial data
14.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Crossing Communication Bridges = Locate English- speaking leader Develop rapport and trust level Offer ESL (English as a Second Language) courses Phonetic pronunciation Fig. 15-4; p. 420 Spanish English Uno = Oo no Dos = Dose Tres = Trese Cuatro = Quatro Cinco = Sin co Seis = Sais Siete = See eight a Ocho = Och oo Nueve = New vea Diez = De es
15.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Case Analysis – p. 421-422 Get into groups of 3- 4 and review “Why Can’t Room Attendants in Housekeeping Get Those Rooms Cleaned More Quickly, or If That Guest Asks One More Time…”
16.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Inventory Control Linens Based on par system: one in the wash; one on the bed; one (or two) ready for use Guest Supplies (amenities) Considered a cost to the hotel (refer to math example on p. 422) Refer to Fig.15-5, p. 423 (Requisition); and Fig. 15-6, p. 424 (Weekly inventory – guest supplies)
17.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Times Hotel Housekeeping Department Requisition Fig. 15-5 – p. 423 Attendant Name __I.Maid______ Floor # ___2_____ Cart # __4_ Amount ITEM # ITEM SIZE 24 4530 Deod. Soap 1.5 oz. 24 6309 Shampoo 2 oz. 12 6555 Cond. 2 oz. 6 9845 Sewing Kit Small Issued by _John Housekeeper______ Received by ___I. Maid_______ Today's Date __May 1__
18.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Inventory Control cont’d. Cleaning Supplies Purchased in one-gallon and five-gallon container for economy; product is dispensed Refer to Fig. 15-7 (p 424) Requisition sheet – cleaning supplies; and Fig.15-8 (p. 425) – Weekly inventory – cleaning supplies
19.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Times Hotel Housekeeping Department Requisition Fig. 15-7 – p. 424 Attendant Name _I. Maid______ Floor # ___2_____ Cart # __4_ Amount ITEM # ITEM SIZE 1 290 Window Cleaner Spray 12 oz. 2 387 Tile Cleaner Spray Can 12 oz. 1 125681 Spray Bottle 20 oz. 24 oz. Issued by _J. Housekeeper______ Received by ___I. Maid_______ Today's Date __May 1__
20.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Times Hotel Housekeeping Department Weekly Inventory Cleaning Supplies – Fig. 15-8 p. 425 Inventory Sheet Category: ________________________ Price/Unit ITEM # SIZE Beg. Inv. + Purch. -End. Inv. Amt. Used Price/ Unit Extension 387 12 oz. 5 13 15 3 $2.10 $6.10 Counted by: L. Smith Recorded by: D. Manager Today's Date -May 8__
21.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Fixtures Guest rooms, lobby, and public spaces Example of preventative maintenance program with light bulbs and batteries for remote controls through use of a computerized spreadsheet
22.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Furniture Pictures, beds, headboards, desk chairs, tables, arm chairs, desks, portable closets, televisions, computers, and armoires Develop system with id: date of purchase, cost, location/relocation, refurbishing, etc.
23.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Theft Control of Inventory $100 million annual loss – AH&LA 560,000 towels stolen – Holiday Inn Aggressive campaigns against theft developed Turn housekeeping cart away from easy reach Don’t overload housekeeping card Turn challenge over to employees and reward them for savings
24.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Cleaning Control Deep cleaning – a more thorough cleaning of furniture and accessories, windows, flooring, and walls in guest rooms and public areas Requires a communication plan with front office and maintenance, food and beverage Refer to Figure 15-9, p. 426 (Deep cleaning log)
25.
Copyright © 2007
by John Wiley & Sons, Inc. All rights Times Hotel Deep Cleaning Log – Fig. 15-9 – p. 426 Room Rug Shampoo Wall Wash Wall Paint Window Wash Grout Mattress Outside Turning Date 101 Jan. 10 Dec. 15 July 1 Dec. 1 April 5 102 Jan. 10 Dec. 15 July 1 Dec. 1 April 7 103 Jan. 13 Dec. 15 July 1 Dec. 5 April 9 104 Jan. 15 Dec. 15 July 1 Dec. 5 April 20 105 Jan. 15 Dec. 15 July 1 Dec. 7 April 23
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by John Wiley & Sons, Inc. All rights In-House Laundry vs. Outsourced Laundry Minus Side of in-house laundry Capital investment in equipment and replacement of equipment Cost of maintaining the equipment Cost of personnel to operate the facility Cost of training personnel Initial investment in linen and uniform inventory Plus Side of in-house laundry Provides greater control of where and when the inventory will be laundered, stored and ready for use
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Copyright © 2007
by John Wiley & Sons, Inc. All rights Occupational Safety and Health Administration (OSHA) Goal of this 1971 law is to send every worker home who and healthy every day. Refer to its tasks, pp. 427-428 Refer to employer’s tasks p. 428
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Copyright © 2007
by John Wiley & Sons, Inc. All rights Material Safety Data Sheets (MSDS) Listing of the chemical contents, relative hazards to the users, and name and address of the producers of the contents. Posted in housekeeping area for employees to read Refer to MSDS requirements pp. 429-430
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by John Wiley & Sons, Inc. All rights Going Green Businesspersons’ responsibility Care for the environment Profit for the organization Placing a printed card on pillow of an unmade bed asking guest their preference for bed making as an “option” 90% of hotel guests preferred to stay in a hotel that cared for the environment – International Hotels Environment Initiative (IHEI) and Accor
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Copyright © 2007
by John Wiley & Sons, Inc. All rights Americans with Disability (ADA) Compliance Curtis’ article p. 431 Adapting accommodations for people with physical challenges Students, get into groups of 3 or 4 and read through the article and discuss it.
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by John Wiley & Sons, Inc. All rights Professional Associations Certified Hospitality Housekeeping Executive (CHHE) offered through The American Hotel & Lodging Association’s Educational Institute http://www.ei-ahla.org/ Certified Executive Housekeeper (CEH) and Registered Executive Housekeeper (REH) are offered through The International Executive Housekeepers Association http://www.ieha.org/
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by John Wiley & Sons, Inc. All rights Case Study 1501 Review this case study in groups of 3 or 4. What advice would you provide to Thomas Brown, executive housekeeper?
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