Executive housekeeping chapter 15
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  • 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
  • 26. Copyright © 2007 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
  • 27. 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
  • 28. 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
  • 29. Copyright © 2007 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
  • 30. 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.
  • 31. Copyright © 2007 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/
  • 32. Copyright © 2007 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?