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Chapter 10 Managing Front Office Operations HOT 333
- 1. Managing Front Office SQA I HOT 333
- 2. The Role of Housekeeping in Hospitality Operations Communicating Room Status Housekeeping and Maintenance Identifying Housekeeping’s responsibilities Planning the work of the Housekeeping Supervisor Dilemma
- 3. Rooms Division Housekeeping Front Office
- 4. Communicating Rooms Status Occupancy Report Preparation Front Desk, Night Auditor Indicates & Purpose Rooms occupied Guests expected to check out Utility Housekeeping to schedule next day’s room cleaning
- 5. Housekeeper 10 Days Forecast 03 Days Forecast Staff Schedules Discrepancies & Promptness Daily Operations Team Work with FO & ENG
- 6. Housekeeping Status Report Preparation Housekeeping Indicates & Purpose Current status of each Guest Room Utility Front desk, Finance, Revenue, etc
- 8. Potential Guestroom Maintenance Sleep Set Heating/air conditioning TV, radio, phone Bedspreads Lighting Door
- 9. Potential Guestroom Maintenance Toilet Vanity and tub Towels Bathroom walls Bathroom door Water temperature Ventilation
- 10. Types of Maintenance Routine maintenance • General upkeep • Daily / Weekly • Cutting Grass, Cleaning, Shoveling Snow etc Preventive maintenance • Inspection • HSKP & ENG • Minor corrections • Cleaning Room • Work-order initiation • HSKP to ENG Scheduled maintenance • Electronic • On & Off premises • Manual • On & Off premises
- 11. Maintenance Recordkeeping • Technical data • Manufacturer’s information • Item’s cost • Special instructions • Warranty information • Storage of manuals/drawings Equipment data cards • Logs of inspection/maintenance performed Equipment history records
- 12. Housekeeping Responsibilities Guestrooms Corridors Public areas
- 13. Housekeeping Responsibilities Pool & Patio Management offices Storage areas
- 14. Housekeeping Responsibilities Linen & Sewing rooms Laundry room Back-of-the-house areas
- 15. Additional Responsibilities Meeting rooms Dining rooms Banquet rooms Convention exhibit halls
- 16. Additional Responsibilities Hotel-operated shops Game rooms Exercise rooms
- 17. Planning Housekeeping Dept. Planning is most important function If not planned properly will face crises after another Lead to staff Lower Morale Decrease productivity
- 18. Planning Housekeeping Dept. Step by Step approach Important details • Work done • Correctly • On time • Least cost
- 19. Planning Housekeeping Dept. Area Inventory List Frequency Schedules Performance Standards Productivity Standards Equipment and Supply Inventory Levels
- 20. Planning Housekeeping Dept. Area Inventory List Guest Room Follow Sequence Cleaning Process, Training & Inspection Frequency Schedules Deep Cleaning & Special Projects Calendar Plan Maintenance & Front Office
- 21. Planning Housekeeping Dept. Standards Quality • What to do & how to do it • Performance standards Quantity • How much & how long • Productivity standards
- 22. Equipment & Supply Inventory Levels Recycled inventories Linen • Bed Sheets • Pillow Covers • Towel Housekeeping equipment • Cart & Trolleys • Vacuum Cleaners • Shampooers • Buffers Guest supplies • Iron & Boards • Cribs • Refrigerators Par number • Number of items in hand to support daily operations
- 23. Equipment & Supply Inventory Levels Non-recycled inventories Cleaning supplies • Soap • Detergents • Cleaning Chemicals Guest supplies • Tooth brushes • Shampoo & Conditioners • Shower Gel Purchase ordering system • Systems works on basis of minimum & maximum quantity
- 24. Supervisor Dilemma State of economy has prompted trend to eliminate middle managers, including housekeeping supervisors Challenge to make sure guestrooms still meet hotel’s cleaning standards If hotel eliminates housekeeping supervisors, job descriptions of room attendants are changed; • Attendants responsible for cleanliness, readiness, & status updates of their rooms. • Attendants pay may be adjusted as well, or bonuses may be paid for exceeding quality standards
- 25. ? Any Questions