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Executive housekeeping chapter 15
- 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?