Housekeeping

Executive Housekeeping 15
Opening Dilemma
Chapter
p. 411
Copyright 2007 by John Wiley & Sons, Inc. All rights reserved
Importance of Housekeeping Department

Why do guests return to a hotel?

A. B. C. D.
Advertising efforts Cleanliness of hotel Price Service features
Correct response

A. B. C. D.
Advertising efforts Cleanliness of hotel* Price Service features
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
Organization Chart for a Housekeeping Department, Large Hotel with In-house Laundry Fig. 15-1 (p.413)
Executive Housekeeper
Assistant Supervisor
Floor Supervisor
Laundry Supervisor
Room Attendant AM Shift
Laundry Attendant AM Shift
Room Attendant PM Shift
Laundry Attendant PM Shift
Public Area Attendant
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
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
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
Room Assignment

Management views it as a measure of effective use of human resource, daily income, and guest hospitality Determining number of attendants: usually 1520 rooms per maid/houseman; about 30 min. per room (this equals 15 rooms per day + hour break) Divide number of occupied rooms by number of rooms to be assigned to each room attendant
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

Room Attendant Staffing Requirement Chart

p. 417
No. Rooms In Hotel
Occupancy Percentage
No. Room Attendants Required
180 180 180 180
100 99 98 97
10.00 9.90 9.80 9.70
Note: Each room attendant required to clean 18 rooms per day
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
Housekeeper s Report

Refer to Chapter 10
Housekeeper s Report
Fig. 10-6; p. 281-
Communication tool; provides financial data
Crossing Communication Bridges =

Fig. 15-4; p. 420
Spanish English Locate English Uno = Oo no speaking leader Dos = Dose Tres = Trese Develop rapport and Cuatro = Quatro trust level Cinco = Sin co Seis = Sais Offer ESL (English as Siete = See eight a a Second Language) Ocho = Och oo courses Nueve = New vea Diez = De es Phonetic pronunciation Copyright 2007 by John Wiley

& Sons, Inc. All rights reserved
Case Analysis

p. 421-422
Get into groups of 34 and review Why Can t Room Attendants in Housekeeping Get Those Rooms Cleaned More Quickly, or If That Guest Asks One More Time Copyright 2007 by John Wiley
& Sons, Inc. All rights reserved
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)
Times Hotel Housekeeping Department Requisition

Fig. 15-5 p. 423
Attendant Name __I.Maid______ Floor # ___2_____ Cart # __4_
Amount 24 24 12 6
ITEM # 4530 6309 6555 9845
ITEM Deod. Soap Shampoo Cond. Sewing Kit
SIZE 1.5 oz. 2 oz. 2 oz. Small Today's Date __May 1__
Issued by _John Housekeeper______ Received by ___I. Maid_______
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
Times Hotel Housekeeping Department Requisition

Fig. 15-7 p. 424
Attendant Name _I. Maid______ Floor # ___2_____ Cart # __4_
Amount 1 2 1
ITEM # 290 387 125681
ITEM Window Cleaner Spray Tile Cleaner Spray Can Spray Bottle 20 oz.
SIZE 12 oz. 12 oz. 24 oz.
Issued by _J. Housekeeper______ Received by ___I. Maid_______ Today's Date __May 1__
Times Hotel Housekeeping Department

Weekly Inventory Cleaning Supplies Fig. 15-8 p. 425 Inventory Sheet
Category: ________________________
Price/Unit + Purch. Amt. Used Price/ Unit
ITEM #
SIZE
Beg. Inv.
-End. Inv.
Extension
387
12 oz.
13
15
$2.10
$6.10
Counted by: L. Smith Today's Date -May 8__
Recorded by: D. Manager
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
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.
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
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)
Times Hotel
Deep Cleaning Log Fig. 15-9 p. 426
Room
Rug Shampoo
Wall Wash
Wall Paint
Window Wash
Grout
Mattress Turning Date
Outside
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
In-House Laundry vs. Outsourced Laundry

Minus Side of in-house laundry

Plus 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
Provides greater control of where and when the inventory will be laundered, stored and ready for use
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
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
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
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.
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/

Case Study 1501

Review this case study in groups of 3 or 4. What advice would you provide to Thomas Brown, executive housekeeper?

Housekeeping

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Executive Housekeeping 15

Importance of Housekeeping Department

Why do guests return to a hotel?

Advertising efforts Cleanliness of hotel Price Service features

Advertising efforts Cleanliness of hotel* Price Service features

Importance of Housekeeping Department cont d.

Room Attendant AM Shift

Laundry Attendant AM Shift

Room Attendant PM Shift

Laundry Attendant PM Shift

Public Area Attendant

Room Attendant AM Shift

Room Attendant PM Shift

Laundry Attendant AM Shift

Relationship of the Executive Housekeeper to the General Manager

Overview of Management of a Housekeeping Department

Considerations for Room Assignment:

Incentives for maids and housemen

Room Attendant Staffing Requirement Chart

No. Rooms In Hotel

No. Room Attendants Required

180 180 180 180

10.00 9.90 9.80 9.70

Note: Each room attendant required to clean 18 rooms per day

Fig. 10-6; p. 281-

Communication tool; provides financial data

Crossing Communication Bridges =

& Sons, Inc. All rights reserved

Guest Supplies (amenities)

Times Hotel Housekeeping Department Requisition

Attendant Name __I.Maid______ Floor # ___2_____ Cart # __4_

ITEM # 4530 6309 6555 9845

ITEM Deod. Soap Shampoo Cond. Sewing Kit

Issued by _John Housekeeper______ Received by ___I. Maid_______

Inventory Control cont d.

Times Hotel Housekeeping Department Requisition

Attendant Name _I. Maid______ Floor # ___2_____ Cart # __4_

ITEM # 290 387 125681

SIZE 12 oz. 12 oz. 24 oz.

Times Hotel Housekeeping Department

Price/Unit + Purch. Amt. Used Price/ Unit

Counted by: L. Smith Today's Date -May 8__

Recorded by: D. Manager

Theft Control of Inventory

Mattress Turning Date

In-House Laundry vs. Outsourced Laundry

Minus Side of in-house laundry

Plus Side of in-house laundry

Occupational Safety and Health Administration (OSHA)

Material Safety Data Sheets (MSDS)

Americans with Disability (ADA) Compliance

Curtis article p. 431

Adapting accommodations for people with physical challenges

Case Study 1501

Anda mungkin juga menyukai

Attendant Name I.Maid__ Floor # _2___ Cart # 4_

Issued by _John Housekeeper____ Received by _I. Maid_______

Attendant Name _I. Maid____ Floor # _2___ Cart # 4_