What factors would influence you as the manager to develop a scheduling system t

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Housekeeping is one of the departments in the hotel that must work every holiday because the hotel is open and can be very busy.  Assume that you have a housekeeping department with 12 employees and your hotel recognizes the following holidays: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas as paid holidays.  Also assume that at least one-half of your housekeeping employees need to work each holiday.  What factors would influence you as the manager to develop a scheduling system that fairly assigns holiday work days and off days to these employees?


CHAPTER 8.ppt

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Chapter 8 The Housekeeping Department Learning Objectives 1. 2. 3. To identify the areas of responsibility assigned to the housekeeping department of a lodging facility. To explain how hoteliers should manage property left by guests. To show the importance of safety training for employees working in housekeeping. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Learning Objectives n n To teach, in detail, how housekeepers should clean guest rooms and public space areas in a lodging facility. To explain the processes required to clean the laundry generated by a lodging facility. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping When a housekeeping department is effective: ◼ Guest satisfaction is high ◼ Employee morale is good ◼ The hotel is profitable Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping When a housekeeping department is not effective: ◼ Their work quality is below industry standards ◼ Guest complaints soar ◼ ◼ Staff is other departments question the commitment of management Profits suffer Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Areas of Responsibility ◼ Public Spaces ◼ ◼ ◼ ◼ ◼ ◼ ◼ ◼ Lobby areas Public restrooms Front desk areas Management offices Game rooms Exercise areas Pool and spa areas Selected meeting and food service areas Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Areas of Responsibility ◼ Employee break rooms and locker rooms ◼ Guest Areas ◼ ◼ ◼ Elevators Corridors Stairwells Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Areas of Responsibility ◼Guest Areas (continued) Guest rooms ◼ • • • Sleeping areas Bath areas Kitchen areas Laundry Areas ◼ ◼ ◼ ◼ Laundry preparation areas Laundry supply closets Guest linen and supplies storage areas Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Areas of Responsibility Executive Housekeeper: The individual responsible for the management and operation of a hotel’s housekeeping department. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Interactions Room status: The up-to-date (actual) condition of each of the hotel’s guest rooms (for example; occupied, vacant, or dirty.) Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Interactions Clean and Vacant: The room is vacant, has been cleaned, and can be assigned to a guest. In some hotels the designation used is “Clean and Ready” Occupied: The room is registered to a current guest Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Interactions On-Change: The room is vacant but not yet cleaned. In some hotels the designation used is “Vacant and Dirty” Do Not Disturb (DND): The room is occupied but has not been cleaned due to the guest’s request not to be disturbed Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Interactions Sleep-out (sleeper): The room is reported as occupied but was not used (bed not used; no personal belongings in room), and the guest is not present Stay-over: The guest will be staying in the room at least one more night Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Interactions Due-out: The guest(s) have indicated this is the last day they will use the room Check-out: The guest(s) have departed Out of Order: The room is unrentable and thus is unassignable at this time Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Interactions ◼ The housekeeping department also interacts with: ◼ Maintenance ◼ Food and Beverage Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. The Role of Housekeeping Interactions On-premise Laundry (OPL): The area within the hotel where the cleaning of fabrics takes place. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping ◼ The unique issues faced by the department may pertain to: ◼ Staffing ◼ Inventory control ◼ Management of lost and founds items Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing ◼ The Staff members in the Housekeeping department include: ◼ ◼ ◼ ◼ Inspectors Room attendants House persons OPL Workers Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Sheets (all sizes) Acid-based cleaners Pillowcases Glassware Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Bedspreads Cups Coffee Bath towels & Coffee filters Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Hand towels Washcloths Laundry tags Laundry bags Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Soaps Clothes hangers Shampoos In-room literature and signage Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Foundations of Lodging Management, 2e David Hayes Conditioners Television viewing guides Sewing kits Telephone books © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Glass Cleaner Furniture polish Foundations of Lodging Management, 2e David Hayes Pens Paper Pads Stationery © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Mislaid property: Items the owner has unintentionally left behind. Common examples include laptop computers, jewelry and clothing. Lost property: Items the owner has unintentionally left behind and then forgotten. Common examples include robes, slippers, hairdryers, and cosmetics. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Managing Housekeeping Staffing Abandoned property: Items the owner has intentionally left behind. Common examples include newspapers, magazines, foods and beverages. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Safety Training Staffing ◼ ◼ ◼ ◼ Handling chemicals Cleaning procedures Proper lifting techniques Properly entering guest rooms Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Safety Training Staffing ◼ Contending with guest rooms containing: ◼ ◼ ◼ ◼ ◼ ◼ ◼ Firearms Uncaged pets/animals Guests perceived to be threatening Guests who are ill/unconscious Drugs and drug paraphernalia Blood and blood-borne pathogens Unsafe (damaged) furniture or fixtures Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Safety Training Staffing ◼ ◼ ◼ Guest service Guest room security Lost and found procedures Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Safety Training Staffing Blood-borne pathogen: Any microorganism or virus that is carried by blood and that can cause a disease Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Cleaning Responsibilities Total number of minutes needed to clean guest rooms Total number of guest rooms cleaned Foundations of Lodging Management, 2e David Hayes = Minutes per room © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Cleaning Responsibilities Total number of minutes used to clean guest rooms Total number of guest rooms cleaned 2,500 minutes used 100 rooms cleaned Foundations of Lodging Management, 2e David Hayes = Minutes per room = 25 minutes per room © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Cleaning Responsibilities Guest Room Cleaning CPOR: Total costs incurred for an item or area, divided by the number of rooms occupied in the hotel for the time period examined $7,000 room attendant cost 1000 rooms sold Foundations of Lodging Management, 2e David Hayes = $7.00 room attendant cost per occupied room © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Cleaning Responsibilities Public Space Cleaning The public space in a hotel is one of the first areas seen by the guests. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Laundry Processing Linen: Generic term for the guest room sheets and pillowcases (and food and beverage department tablecloths and napkins) washed and dried in the laundry area. Terry: Generic term for the bath towels, bath mats, hand towels, and wash cloths washed and dried in the laundry area. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Laundry Processing Storing Finishing & Folding Drying Foundations of Lodging Management, 2e David Hayes Collecting Sorting & Repairing Washing © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Collecting Biohazard Waste Bag: A specially marked plastic bag used in hotels. Laundry items that are stained with blood or bodily fluids and thus need special handling are put into these bags for transport to the OPL Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Sorting and Repairing ◼ ◼ Different fibers and colors require different cleaning chemicals in the wash and, in many cases, different water temperatures or length of washing. In some cases, a tear or rip in a cloth item may mean it must be discarded, but in other cases it can be repaired. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Washing Ozone system (laundry): A method of processing laundry that utilizes ozonized cold water rather than hot water to clean and sanitize laundry items Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Drying Drying is the process of moving hot air (140– 145 degrees F.) through the fabrics to vaporize and remove moisture. ◼ Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Finishing and Folding In larger hotels, the folding of linens and terry may be done by machine, while in smaller properties it is generally done by hand. ◼ Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Storing ◼Many fabrics must “rest” after washing and drying if the damage to them is to be minimized. ◼ ◼ Most laundry experts suggest a rest time of 24 hours for cleaned laundry. Maintain laundry par levels of three times the hotel’s normal usage. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Storing ◼ For example, in a 150-room hotel, there should be enough linen and terry to have: ◼ One set in the rooms ◼ One set in the laundry (being washed and dried) ◼ One set in storage Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Delivering ◼ ◼ In smaller hotels, room attendants may go to laundry storage areas in the OPL to pick up linen and terry items. In larger properties, these items may be delivered to housekeeping storage areas located in various parts of the hotel. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved. Laundry Operations Guest Operated Laundry ◼ ◼ Ample space is typically provided for the sorting, folding, and ironing of laundry. Most guest-operated laundries also contain vending machines where detergents, bleach, and fabric softeners may be purchased. Foundations of Lodging Management, 2e David Hayes © 2012, 2008 Pearson Higher Education, Upper Saddle River, NJ 07458. • All Rights Reserved.
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