Everything that goes on in the hotel Estimated time .docx

Everything that goes on in the hotel
Estimated time to become a GM = 10 years
Must possess
1. Motivator for independent action
2. Sense of fairness & honestly
3. Empathy for people
4. Good work ethic
5. Good Memory
6. Good Concentration
7. Ability to Analyze Oneself
8. How One Handles Unexpected Situations

Planning
Organizing
Directing
Controlling
S
H
O
R
T
T
E
R
M
L
O
N
G
T
E
R

M
delivering quality service
immediate attention
perience is vital to providing
solutions
place
/identify talent

participation
I. Workforce
II. Automation
III. Managers
IV. Upper management
succeed = knowledge, tools, empowerment

The 7 Habits of Highly
Effective People
By: Stephen Covey
The One Minute
Manager Meets the
Monkey
By:
L
glasses

heart
ilroads
the entire message

Who Moved My Cheese
By:
listening takes time &
practice
your full participation
notes, asks questions,
attentive to content said
emotionally charged
words
I. Inspired by more individual responsibility

II. Consists of work groups line staff w/one facilitator
III. Simple language used
IV. No such thing as a bad idea
V. Calls for action
VI. Evaluation/summaries
VII. Understand resistance to change is a major barrier to
effective communication
VIII. Preparation, participation, support and negotiation
help to minimize resistance to change
I. Example: my recent culinary meeting
II. Steps I took knowing resistance to change is a threat

Participating in the process
increases their comfort level
and commitment
Support is needed by
listening to their needs
Provide them with the
training needed
Going to bat for them
Service is the cornerstone
of the hotel industry
“A performance culture is
an atmosphere in which

service employees have
the training, knowledge,
& freedom to meet
customer needs”
True measure of
performance culture is
discretionary effort.
1. Acceptable
performance is the
minimum effort
needed to keep
one’s job and no
more. VERSUS
2. Peak performance
maximum effort
which is the highest
level who goes out of

their way to WOW the
guests
3. See the Tripadvisor
comment to the right
grandma, grandpa, son, daughter, their spouses and
a 1 year old grandson all in tow; we needed just a
little more support than the typical traveler on this
unique journey.
Our concierge assistants, Laura (mornings) and Rosie
(evenings), provide such wonderful, family-friendly
service, that the blessing to my family is now part of
our family history. Now more than ever we are
staunch Hilton customers and advocates!
Thank you, Hilton management, for pursuing
excellence in all facets of your customer service
approaches. It makes a difference!
› Value
› Location
› Sleep Quality

› Rooms
› Cleanliness
› Service
subjective opinion of a TripAdvisor
S
e
rv
ic
e
I
m
p
a
c
t
B
e
n
c

h
m
a
rk
the difference
our family history” tripadvisor comment
owell said “memorable”
one on one acknowledgement
ed on our employee bulletin boards

Discuss the recent actions at the Assisted
Living Center:
1. What is the performance culture like
there?
2. What could the employee/staff do
differently?
3. What is the outcome?
4. Was the employee empowered?
Chapter 7
Page 163

If you =
-task
experience……….then food and beverage is for you!!
Each day can be
*fun and exciting * nothing static * team orientated
A Full Service Hotel Comprises
of (5) Functional Areas:
1. Restaurants
2. Room Service
3. Bar and Beverage Operations

4. Banquets
5. Food Production
Hotel Restaurants
value, service and products competitive w/local
market and guest expectations
institutions for extensive culinary programs even in HS
ravelers expect comfort
food
Began offering complimentary breakfast buffets
or
Franchise Agreements
and
Most keep banquets which generates the most profit

Daily Challenges for
Managers/Supervisors
prevent guest or employee
issues
worst service
details
shift
employee pay
to staff needs
industry
rness of seating &
station assignments
personal life

Room Service
Service Menu
hotel some 24 hrs/day.
separate kitchen & set
up area
tray or rolling table
higher
minutes or less
Bars &
Beverage
labor

- video
lounge, sports, happy
hour, dancing, comedy
club, entertainment
well, premium, super-
premium
free pouring
titution,
felons, drunk drivers
Banquet and
Catering
margins = 60/40
space, boardrooms
book group & space
thru Delphi
the group

stays until the 1st
entrée is down or until
the meeting starts
Food
Production
activities
restaurants, rooms
service, bars, employee
cafeteria, banquets
stewarding DOFB,
Purchasing Manager
certified
prep, maintain
sanitary conditions
w/HD, train
equipment
maintanence
Food & Beverage Reports:

Reservations/Registration
Guest Services/Telecommunications
Night Audit/Checkout
Front Office Department
Typically reports to the Resident Manager or directly to the
General Manager in smaller hotels.
i. Establishes efficient methods of all departments
ii. Works closely with the Sales department to aid
conventions and groups
iii. Prepares reports and forecasts
iv. Develops operational procedures
v. Hiring, Firing and Training
vi. VIP’s and Special needs

Efficient in Reservation Processing systems
-number or at hotel property level
-ins
ons are only guaranteed by a
deposit.
show it is called a “No Show” and the guest is still
charged for the first night stay
the FD agent registers the
guest account called a guest folio
which goes to accounting for review and charges
and marks them as “preregistered no-show”
type questions

Standard formula for booking rooms =
The average numbers of no-shows, cancellations, and early
departures are added up and divided by the total number of
rooms reserved to give the percentage of reserved rooms
For example:
11 no-shows, 3 cancelations, and 2 early departures for 200
reservations, (11+3+2=16; 16/200=0.08X 100) Thus giving
the FD 8% above their maximum number of
accommodations or 216 reservations
the guest whether you have a room available
for them or not

nding areas for rooms
available to walk the guest
future bookings
rooms this is called a “walk”
reservation, we will provide transportation
Common in larger hotels
Smaller hotels combined this service
with the Front Desk
5 star hotels Concierges a must
“Go to desk”
Common in Big cities, Preferences
given to Concierges
Concierge
Works in conjunction with each of
these positions to the right.
Orchestrates for the guest based on
their schedules/requests

Arranges points of interest,
transportation to and from
destination
Key in large convention groups
handling/storing/delivering of
luggage
Bell Captain
Valet
Doorstaff
exchange
the use of cell phones
hotels/takes pressure
off of the front desk to
help field requests
7:30am shift

reports/journals for
all departments
agent, security & PBX
deposits
upon check-out
status to checked out so
housekeeping will clean the room
credit card
-out
Yield Management
aka Revenue Management
Chapter 10 page 235

METHOD OF CONTROLLING &
MANAGING CAPACITY PROFITABLY
A SET OF MAXIMIZATION STRATEGIES &
TECHNIQUES THAT MAY IMPROVE THE
PROFITABILITY OF A LODGING
BUSINESS AS IT OPERATES IN A FIXED
CAPACITY ENVIRONMENT
Originated in 1970’s with the deregulation of the airline
industry
Factors that influence(d)
• Since 9/11
• The wars in Iraq &
Afghanistan
• Terroristic threats
• Increase in gas $$
• Sluggish economy
• Negative effects on the
traveling public
• GM’s w/no RM focus or
experience
• Not meeting forecasted
numbers

• Share holders unwilling
to concede losses
• RM a necessary survival
skill
YM is the combination of processes,
analyses & techniques a hotel or
lodging business applies to the
rooms to get the guest to pay as
much as possible
-time monitoring of sold inventory
How it works:
Inelastic Demand
• The person who needs a room
in a particular city and will pay

whatever it costs within
reason. (Wall street, Sunday –
Thursday business travel, etc)
• A certain percentage will come
to your hotel no matter what
• Therefore the operator has no
reason to discount inelastic
demand
Elastic Demand
• A guest who can be
influenced to stay at our
hotel if the price is right or
other circumstances
• Wants as many as they can
using whatever discount it
can
• Alternative is empty beds
• If too much discounts it
“dilutes yield”
MORE BUSINESS MAY NOT BE
GOOD BUSINESS
Expedia, Travelocity, Priceline, Sports groups w/quad
occupancy, travel
commissions, etc.

A room night is conducive to a YM
system because:
(the ultimate benefit is increased
revenue)
y
appropriate cost & pricing structure
ed
Key Information Needed
– date/month they fall in i.e.
Easter, Mother’s Day, etc.

ntegrated information
Pricing
i. Hotels use competitive
pricing surveys
ii. Call arounds to determine
comp set rates during a
specific time frame
iii. The market leader sets the
pace for all of its
competitors with a chain
reaction (similar to the
airline industry)
iv. May price themselves out
of the market causing lost
guests and dissatisfaction
to the loyal guests
v. Compression in the area
Integrated Information
• A print out of the hotels
occupancy/groups are
generated each week &

given to each
department weekly
• Critical to the operation
teams for scheduling
efficiently of all areas,
valet, housekeeping,
F&B, FD, etc.
• This responsibility can vary
by hotel if no YM:
• 1. General Manager
• 2. Room Division
Manager/FD/Reservationist
• 3. Sales/Marketing
• 4. Assistant GM
Rooms Revenue / # of rooms
sold = ADR
ex: $30,000 / 50 = $600
ADR x Occupancy % = REVPAR
$120 x75% = $90 = REVPAR

Achieving Yield Management
3 Approaches to Achieving YM that does not deviate
1) Controlling Rates
a) Booking curve = trigger points ie. Days of the week,
holidays,
special events which occupancy & rate is achieved
b) Bid price = mathematical approach to open/close rate
classes. # of class is limited / when rooms fill up in the
discount rate only the higher rates become available
2) Allocating Rooms
a) minimum & maximum length of stay
b) strict controls can restrict demand
c) lenient controls w/result in lost revenue due to low
rates
d) Super Bowl demand set high on length of stay before
and after ensuring higher occupancy & higher rated bus.
Achieving Yield Management
3 Approaches to Achieving YM that does not deviate
3) Establishing Availability Controls
a) Common in the airline industry/set limits on
seats in each rate category same for hotels

b) Rooms priced by type w/determined amount
then sell out by type. Less expensive or undesirable
rooms i.e. by the elevator, farthest from the
elevators, near egress doors sell out
c) This method attempts to maximize revenue on
room capacity and demand
LOSS PREVENTION & SECURITY
Chapter 8 page 189
Guest Safety and Security
Prevention
tecting hotel’s
resources

Investigation
Loss Prevention
Guest Room Safety Measures Imposed
and fall in the bathroom
surface
edges, glass
mat provided
dish
for guests

and Engineering
maintenance logs
Loss Prevention
Public Areas Measures Imposed
falls
seams
cleaners
for all
possible hazards
-through
for repairs
monthly

everyone’s responsibility
extras during rainy season
Loss Prevention
Banquet Areas Swimming Pools
carpeting
– liquid on or
too much to drink
floor/clean on breaks

rules and hours
Safety Committee
from each department
including hourly staff
-slip shoes
company pays 75%
w/sign off
department inspection sheets
drills

exact
location of injury
t of witnesses
Company
doctor/hospital, provide 1st Aid
Accident Investigation
Director of Security’s Role:

procedures
I. Bomb Threats
II. Floods
III. Earthquakes

IV. Tornadoes
V. Fires
VI. Hurricanes
VII. Gas Leaks
VIII. Loss of Utilities
IX. Riots
X. Elevator Evacuations
XI. Union Strike
XII. Civil Unrest
Emergency Plans
THE MARKETING AND
SALES DEPARTMENT
Chapter 5 page 117
Sales staff main contact for
•Meeting planners
•Conventions

•Corporate Executives
•Who require meeting facilities
Influenced by technology
•If unfamiliar with the hotel then
•Impressions based on appearance, personality
and conduct of the sales staff is vital
•Sales staff spends months contacting and
securing a lead
•Must have confidence in hotels flawless ability to
perform, this is essential!!
Relationship Forming
Sales and Marketing Department
Director of
Sales/Catering
Sales Manager Sales Manager
Convention
Service

Manager
Sales
Coordinator
Know your client type
targeted. Where was there last meeting?
– most likely a
conservative manner applies
Male vs. Female ratio, etc?
Source of Leads
in the area

-
Knowland
Commerce Directories
ction Sites
agenda

been sent out and is pending
with a deposit
Leads Converted
Validate for your Goals
goals assigned to them
documented to keep them on target for
their quarterly goals
meeting or exceeding their quarterly
goals
Call Reports
Grouped into

(7) Seven
Categories:
1) Group, Room and Banquet
2) Group and Room
3) Group and Banquet
4) Group Only
5) Room and Banquets
6) Room Only and
7) Banquet Only
Manual or Automated Booking Systems
Booking
Systems Used
“Function Book” is found in smaller
properties
now used such as Delphi

easily accessible from your desk
computer
All Calls Documented
Capture all
Details -
as children, anniversaries, birthdays,
hobbies, etc
of booking now or in the
future
what did they like the most and the
least
dinner

Convention Booking
# of rooms set aside for
a large group
details the groups times, arrivals, agendas, etc.
-Con Meeting – a meeting is set up between all
key Department Heads, the Group Contact/Leader
to review the purpose of the meeting and the
background of the group including expectations, off
site events, type of attendees, etc.
Booking Pace
year in advance
ngs more
of the norm
most meals

hotel to plan for the
event well in advance
determine if or when a
meeting will be scheduled
-3 weeks
modified
first has more consideration of
getting the group
food more of a challenge
Before Now
are not familiar with the hotel surroundings

group
Convention “Touches”
pick-up for a group
-day report is generated by date and
group for the operating departments to schedule
against
month for expenses and to gauge to flex
expenses or not
Internal Reports
MARKETING FUNCTIONS
Importance and Type
Resources both Internal & External

and collateral
with templates
dollars
-house
resources used
Two Major Components to the
Advertising Process
advertising piece
– used
internally

check inserts
newspaper, Facebook,
etc.
eets
Creative Function Media Function
Common Promotions Used:
up Meetings

Public Relations department
DOSM
of exposure
Public Relations
Rate Management & Pricing
- %
off rack rate
– highest
published rate
–

repeat customers
weekend rates,
summer rates, family
rates
– higher
than corp rate includes
concierge access,
internet, etc
Meeting Revenue Objectives
Pricing is influenced directly by
supply and demand
or the
lodging facility

held accountable
REVPAR =
Revenue Per Available Room
ACCOMMADATIONS MANAGEMENT
RTM 434
Babette Shade
[email protected]
Tuesdays 4 – 6:45pm
1
Components of Travel and Tourism
Hotels & Motels
Transportation (airlines, buses, trains, rental cars, cruise lines,
entertainment, tourist attractions
Theme Parks, Museums, Zoos & Theaters
Restaurants
Travel and Tour Companies
Travel Industry Assos./Public & Private Tour.
Marketing Offices

2
5 Major Events that forever changed Travel and Tourism
September 11, 2001
Afghanistan War
United States Economy
Worldwide Epidemic Severe Acute Respiratory Syndrome
(SARS)
Iraq War
3
Travel & Tourism Impact

4
Travel/Tourism
Top Services
Export
One of the
Largest
Employers
One of the Top
Three Industries
In the
USA

Demands for Lodging Industry
Three Factors:
Airline Ticket Prices (air vs. vehicle travel) the higher the price
the lower the room rate
Oil Prices (911 spiked “staycations” local travel KBF, Disney,
etc
Population Demographics (baby boomers largest segment of
travelers corporate & leisure)
5
History in Lodging
Pioneers
Hemmons Wilson 1913-2003
Own experience inspired him to enter into the lodging industry

Introduced Kids stay for free
Swimming Pools
Telephones
Air Conditioning
Free Parking
Holiday Inn University
Automated Reservation System - Holidex
First to operate in 50 states
6
History in Lodging
Pioneers
Conrad Hilton 1887 – 1978
Best known hotel owner in the world
Bought first hotel the Mobley in 1925
Introduced Forecasting
Control Methods
Developed “digging for gold”
Created Revenue Sources out of vacant space – gift shops,
restaurants, guest rooms, etc.
The man who bought the Waldorf Historian giving him world
recognition
Purchased the Statler Hotels in 1954
First Hotel abroad Puerto Rico in late 1958 then on his way to
worldwide expansion……

7
1970 - Present
1970’s – Disco era began hotel boom & demand for
segmentation (different travelers different needs)
1980’s – Demand for rooms exceeded supply thus boom in
expansion of new hotels surged
1990’s – Persian Gulf & Economic recession hit effecting travel
& hospitality (demand went down, new builds halted)
1993 – Economy recovered w/no new growth – supply demand
grew creating:
Average Daily Rate (ADR)
8
Continued…
1995 – 1997 – New growth
1998 – Slowed thus REVPAR
REVPAR = ADR x Occupancy (occupancy is the ratio of the
proportion of rooms sold to rooms available during and assigned
period)

9
Lodging Systems of Qualifications
Minimum 34 Requirements
Mobil Travel Guide
Star rating
American Automobile Association (AAA)
Diamond rating
10
TARGET MARKET CLASSIFICATIONS
LODGING:
Commercial
Airport
Suite
Residential
Resort
Bed and Breakfast
Time Share
Casino
Conference Center
Air BnB

11
Target Market Classifications
Commercial Lodging
Business/Tour/Individual Leisure/Small Conf. Travel
Comfort Work Stations
Desk Lamps
Accessible Plugs
Business Center
Food and Beverage
Airport hotels
Target Business Traveler
Located on or near Airport
Utilized by Leisure Traveler but not final destination
Facilities similar to Commercial Lodging
12
Suite hotels
Appeals to Multiple Market Segments
Separate Bedroom and Living Room
Week to Monthly Work Assignments (Silicon Valley)

Facilities same as comfort of own home
Resort
Pleasure/Leisure Traveler
Planned Destination
Corporate Meetings and
Convention Groups
Special Attraction i.e. water, golf, tennis, skiing, cultural,
historical, spa, etc
Special Environment
Resort Feature
13
Bed and Breakfast
Attracts Leisure Traveler
Few Rooms to 20-30
Intimate Atmosphere
Near Cultural or
Historical Area
Planned Meals
Time Share / vacation ownership
Leisure Traveler
Guest Purchases Time Allotments (week, month)
Like Home – living room, bedroom(s), kitchen, dining room
Resort Areas
Sell it or Pass on to Children

14
casino
Leisure / Conference / Business Groups
Las Vegas well known
Indian Casino’s (Barona Valley Ranch & Casino)
Additional Source of Income
Increases # of Nights Increases Casino Play
Conference centers
Business Traveler
Large Group Meetings and Conventions
Full Service Features
Near Convention Centers (i.e. Staples Center, Moscone Center)
15
AirbNb
Leisure/Business Traveler
Locations any where in the world
Private Home Owners Renting Out
Entire Home/Room or Shared Room
Additional Source of Income
Millennials fastest growing segment

16
PKF Consulting Firm
Creates statistics in each city & state based on data & trends for
future economic indicators in the industry.
ADR
Occupancy Percentage
Revenues
Departmental Costs
Good tool for budgeting and forecasting
17
Three Levels of Service
Limited Service
Extended Stay
Full Service
18
Limited Service

Budget Conscience, No Food & Beverage, Economy, Price
Sensitive Business or Leisure Traveler – 1-2 nights
La Quinta
Hampton Inn
Holiday Inn Express
Super 8
Motel 6
Tru by Hilton
Moxy by Marriott
19
Extended Stay Lodging
Facility provides amenities of furnished apartment living
without full service features. Business or Leisure Traveler
staying more than one night.
Residence Inn
Extended Stay America
Homestead

Hilton Garden Inn
Airbnb
20
Full Service Lodging
Includes deluxe, luxury, upscale, midscale with food and
beverage. Higher quality of service & offerings i.e. valet, bell
service, room service, business center, fitness club, etc.
Deluxe Luxury Upscale Midscale
Preferred Marriott Radisson Holiday Inn
Ritz Carlton Sheraton Embassy Suites Best Western
Four Seasons Hilton Crowne Plaza Ramada
Fairmont Hyatt Clarion Courtyard
Deluxe Indep. Westin Doubletree Quality Inn
Renaissance Howard Johnson
Omni Four Points
Loews
Intercontinental
Meriden

21
22
HUMAN RESOURCES
Chapter 6 page 135
HUMAN RESOURCES = HOSPITALITY
BUSINESS IS A PEOPLE BUSINESS
the work of people
ine Managers

Types
ENVIRONMENT LINE VS. STAFF
directly create or
service hospitality:
Supervisors
Directors/Managers

counsel to the line
functions:
Managers
Line Managers Staff Managers
ENVIRONMENT: INTERNAL VS. EXTERNAL
within the
organization:
tion

Relationships
om the
outside:
Internal External
LEGAL ENVIRONMENT
Terms of
Employment/Other
Aspects of the
Workplace
Health & Safety
Working Conditions
Pay

NATIONAL/STATE/LOCAL LAWS
employment because of race, color, creed, national
origin, or sex.
job , promotion, overtime or work action due to skin
color or sex.
Commission (EEOC) an independent federal body
their managers actions is found guilty of
discrimination may result in court-ordered damages
NATIONAL/STATE/LOCAL LAWS (SEE PG 169)
prohibits

discrimination in employment against any person w/a disability
who
is able to do the essential elements of a job w/without
reasonable
accommodations.
of illegal
drugs in the workplace
oyers
to permit
employees to take up to 12 weeks unpaid leave to attend to a
family
or medical matter
employment against any person because of pregnancy or
pregnancy
related condition
OSHA = requires employers to provide an employee w/a
workplace
that is free from recognized hazards
medical &
related costs & lost income resulting from a work related injury
or
illness
crimination Act = prohibits discrimiation in
employment for
an employee who has reached age 40 because of age

= require
employers to provide certain benefits relating to laws of
unemployment compensation so the employee can continue to
receive
medical coverage after leaving employment for any reason up to
18
months
SEXUAL HARASSMENT
unwelcome physical or verbal conduct of a sexual
nature that affects or interferes with an
individual’s work performance or creates an
intimidating, hostile or offensive work
environment.”
promising a raise for a sexual favor, while
tile environment harassment charges might
arise from an atmosphere of sexually oriented jokes
or display of offensive photographs in the workplace

FEDERAL LAWS PERTAINING TO PAY
minimum wage to all workers & sets over time
pay who are not exempt anything over 40 hours
wage and manage people fire/hire/disciplinary
action
& Executives
-Minimum Rates of Pay = Tipped Employees,
paid minimum wage while their wage is derived
from customer tips (many hospitality positions)
on gender
IMMIGRATION REFORM AND
CONTROL ACT (IRCA)
oApplicant has legal right to work in the USA
oMust be a citizen or documented alien
w/permission to work

oHeavy fines imposed for improper hiring
oSee page 144 for acceptable documents
CHILD LABOR
oUS determines age at which to work, settings,
hours and type of work
oCan’t work past 10pm on Friday and Saturday
oMust take all breaks by law
oCan’t work past 7pm on weekdays
oMinors common in Recreation i.e. KBF, Disney,
etc
ENVIRONMENTS = MANAGER OF PEOPLE,
UNDERSTANDING THOSE DIFFERENCES & TAKING
APPROPRIATE ACTIONS IN EACH SITUATION IS
ESSENTIAL
Company

Components
Policies
opportunity to shape
& direct the mgmt
environment
F&B, etc.
than Culinary
Company Environment Work Environment
MANAGERS ANALYZE JOBS TO
MATCH THE RIGHT PERSON TO

THE JOB
The job description of that work become the
building blocks of people management – the
position description
J
O
B
A
N
A
L
Y
S
I
S
J
O
B
D
E
S
C

R
I
P
T
I
O
N
ning needs
The process looks
at duties, tasks
and
responsibilities

that a person is
expected to
master.
A written record of
what the job is and
the conditions of
work.
R
E
C
R
U
I
T
I
N
G

I
N
T
E
R
N
A
L
R
E
C
R
U
I
T
I
N
G
S
E
L
E
C
T

I
N
G
The Wall Street
Journal reported
that RMS a Silicon
Valley company
rented a food truck
placed it outside a
conference in
Santa Clara, CA
when hungry
techs stopped by
recruiters
gathered business
cards & touted
their employer.
to inform and attract a potential

employee
e is a job opening and a
manager elects to fill that job from
within
Headhunters, Job Fairs
-day receive
$150 per referral
to convince the applicant to become
an employee
SELECTION PROCESS

TRAINING
when new processes or procedures are
introduced
COMPENSATION
Extrinsic rewards (cash earnings)

– Mid – Maximum Point
premiums, worker comp. FMLA, over time
E
M
P
L
O
Y
E
E
H
A
N
D

B
O
O
K
’s employment at will
policy
L
A
B
O

R
U
N
I
O
N
S
Disputes are dealt
with by arbitration
represented by a
“Shop Steward”.
Documentation is
vital
-union setting a manager and
the company can make changes in
work rules, staffing, compensation
benefits etc.

interests of the workers eliminating
flexibility above
(NLRA) must get 30% of the
workers in a unit for collective
bargaining can petition for an
election
loner have the right to deal directly
on matters relating to wage, hours,
working conditions, etc.
A
L
T
E
R
N
A
T

I
V
E
E
M
P
L
O
Y
M
E
N
T
Does not have to
pay benefits
Starbucks a great
company offering
full benefits at just
20 hours/week

days a week
weekends
-call
workers (banquets)
Part time workers
HOUSEKEEPING
Chapter 4
Page 87
1
Housekeeping is essential to a hotel’s success
Success relies on the a well organized & well trained staff
The executive housekeeper must communicate to staff members

cooperation and flexibility
Good attitude, cooperation & coordination eliminate potential
problems
Hotel management must enforce these qualities in order to
retain high-quality talented staff.
2
Housekeeping Organizational Chart
3
Director of Housekeeping
Assistant Director of Housekeeping
Supervisor
Supervisor

Laundry
Runners
Room Attendants
Lobby Attendant
Executive/Director of Housekeeping

Usually the largest department in the hotel
Makes up 75% of the staff
Majority of unskilled workers
Minimal guest contact
Training/Hiring/Firing
Major responsibility inventory & control of housekeeping
supplies
Control of equipment
Reporting and Recordkeeping
Organize control of payroll due to the volume of employees
4
Large Hotels
Common to have (3) Assistant Housekeepers
For Public Spaces
For Guest Floors
For Linen Room, Laundry & Supplies

5
Assistant Housekeepers Areas
6
Public Areas
Inspects all public areas
Guest Rooms
All Linen Closets
Linen Room/Supplies
Linen Room
Care of Uniforms
Executive Offices
Public Restrooms
In Conjunction w/Banquet/Convention events

Service Areas
Guest Room
Guest Room Floors
Inspects Final Room Inspections
All Guest Supplies
Laundry Room
Distribution of Linens
Checks the supply Inventory
Fills out Requisitions
Enforces Controls
Controls Equipment Inspections ,Maintenance
Carpet Cleaning, Window Washing, Drapery, Chandelier
Cleaning, Furniture Mover
Food & Beverage Linens
Monitors Quality of Linens
Housekeeper Carts
Monitors Equipment & Schedules Repairs
Smaller Hotels
Does not have a separate person to clean bathrooms
Less Supervisors leaving all inventory to the DOH
Public Space responsibility of the DOH
Room Attendants clean between 14 and 16 rooms a day
Housekeeping Staff may set up banquet rooms for a
dinner/dance/meeting & break down the room at the end

Self-regulating Uniform Room
7
Scheduling
Housekeeping Costs can be one of the highest in a hotel
Schedules are adjusted in relation to the hotel occupancy (to fit
demand)
A 10 or 14-day Rooms Forecast is needed
Revised 3 day forecast
Forecast of Catering and Convention Services for Group activity
List of occupied rooms
List of daily check-outs
Room Calculation:
Based on 30-minutes to clean a guest room X the number of
rooms to be cleaned / by 60 (minutes in an hour) = 14 to 16
rooms cleaned in an 8-hour shift
Including State Law for Breaks in an 8-hour shift
(1) 30-minute lunch, (2) 10-minute breaks

8
Room Attendants
In a Business Hotel their work day starts at 8am. Resort Hotel
9am
Subject to change based on forecasted occupancy
Must be flexible
Staff turnover rate can effect scheduling
Turnover can result from layoffs, resignation, dismissal, and
retirement and most recent illness
Turnover Calculation: (Hires/rehires + payroll separations) /
average # of employees x 100 = Turnover Rate %
9
Main Focus
10

Room Attendant
No tolerance for unclean rooms
Assigned a Master key for the day and returned at the end of
their shift
Must fill out a work order for repairs
Lobby Attendant
Sole Duty to attends to all Public Space
A demanding job as public space is the most visible to the guest
Inventory and Control
Manages linens, guest supplies, cleaning products, stationary,
etc.
Maintains Par Stock for all inventory items (the ideal par stock
is 5 x the amount in use)

Thorough cleaning of the guest room
Assigned a cart replenished by a runner
Shines brass
Vacuums carpets
Dusts all areas
Picks up debris all through the hotel
Cleans public restrooms
In the PM attends to night requests for guest rooms

Coordinates requisitions with the DOH
Maintains Uniforms cleaning and issuing
Guest Laundry
If the hotel has an in-house laundry then linen pars are 3 – 3 ½
If outside laundry services are used than coordinates weekend
and holiday pars
Establishes a circulating par stock for Food and Beverage
Linens based on color of linens and volume of business
Inventory is conducted semi annually or annually which is a
physical count of all linens, beddings, mats, towels, etc.

LINEN -
A Major Operating Expense
FOUR WAYS TO TAKE LINEN OUT OF CIRCULATION:
Normal Wear and Tear*
Improper Use of Carelessness in Handling
Losses in the Laundry Department and
Theft
*Wear and Tear is the only one that is unavoidable
11
Loss of Linen Continued
Improper use or carelessness in handling by guest or employee’s
i.e. use as a kitchen rag, floor spills, wipe ashtrays, shine shoes,
Room Attendants may use face towels as a rag to clean or dust
Linen can catch or tear on jagged edges
Soiled-linen chutes not cleaned on a regular basis
Losses in the Laundry Room caused by worn rollers which burn
linen
Worn linen/torn linen is removed from circulation
Theft from guest or employees

12
Preventive Measures
Inspect rooms for missing linens and charge guest folio
Security to inspect packages upon leaving work
A separate employee entrance/exit
No loitering of employees before and after work
Alarm all non-employee doors
Conduct locker searches
13
EMPLOYEE SAFETY
Employees are a company’s most valuable asset
Accidents/injuries have a serious impact on hotel’s ability to
offer adequate service to the guests
Occupational Safety & Health Act (OSHA) ensures employees
work in a hazard free environment
The five (5) elements involved in most accidents are:
Caustic Chemical,
Contact with extreme temperature or a burn
An unsafe act i.e. a room attendant w/her hands full of clean
glasses in a hurry
An unsafe condition such as a water spill in the laundry
Improper shoes
A Hotel’s Safety Program is Important especially in
Housekeeping which has the largest number of employees

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