FRONT OFFICE OPERATIONS MANAGEMENT - Wikispaces_1_ by pptfiles

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									HOTEL HOUSEKEEPING




More than clean rooms
Organization
 Housekeeping organizations are as varied as there are
  types and sizes of hotels.
 Executive housekeepers may occupy greater or lesser
  positions in any organization.
  ◦ Some may report directly to the general manager of chief
    of maintenance, while others might even hold corporate
    executive positions.
Organization

 The number of floor supervisors or team leaders is
  dependent on the number of rooms each room
  attendant might be expected to clean in a period.
  ◦ The US standard for rooms cleaned by one room
    attendant in one eight-hour period varies from 13-20.
Personnel and Jobs in the
Housekeeping Department
 Various jobs one might find in a hotel housekeeping
  department:
The executive housekeeper
  ◦ assumes complete direction, operational control, and
    supervision of the housekeeping, laundry, and recreation
    departments.
The housekeeping manager
  ◦ assumes primary responsibility for guest room cleaning and
    servicing and acts as the primary assistant to the executive
    housekeeper.
Personnel and Jobs in the
Housekeeping Department
The floor supervisor
 responsible for the quality of work performed in the sections to which
  their room attendants are assigned.
 make inspections and reports.

The senior housekeeping aide
 responsible for basic training of section housekeeping aides
 supervision of utility housekeeping aides who might perform specific
  tasks such as shampooing carpets, washing windows, or performing
  project work.25
Personnel and Jobs in the
Housekeeping Department
The night supervisor
 assumed total control of the department after the major
  rooms and hotel cleaning evolution for each day has been
  concluded.
The linen rooms supervisor
 In charge of the main linen room operations.
 Responsible for maintaining and operating the
  communication link to the front desk, engineering, and to
  each guest in need of housekeeping attention.
Personnel and Jobs in the
Housekeeping Department
The laundry manager
– assumes primary responsibility for operation of the hotel’s in-
 house commercial laundry.
The guest room attendant
– primarily responsible for guest room cleaning and servicing.
The section housekeeping aide
– assumes the regular and daily cleaning of corridors, elevator
 cabs and landings, stairwells, service areas, floor linen
 rooms, vending areas, and other public spaces.
Personnel and Jobs in the
Housekeeping Department

The laundry supervisor
 supervises the activities of the laundry attendants and
  the workload process and production.
The recreation supervisor
 assumes responsibility for all recreation areas of the
  hotel.
Personnel and Jobs in the
Housekeeping Department

 Other employees:
 ◦ Utility housekeeping aide
 ◦ Linen room attendant
 ◦ Lobby housekeeping aide
 ◦ Seamstress
 ◦ Laundry attendant
 ◦ Housekeeping trainer
Importance of Housekeeping
 The two most cited reasons for a
  guest not returning to a hotel
  are a dirty guest room and slow
  check-in
Room Assignment
 Housekeeping departments are generally the
  largest in any hotel

 This intensive labor makes up a large portion
  of the room cost.

 Proper planning begins with effective
  deployment of housekeepers, which begins
  with a review of reports
Housekeeping PMS Reports
 Each morning the housekeeping department
  run a series of reports from the PMS that
  dictate the expected guest room activity for
  that day
 These reports are the same as those used by
  the front office:
     The   arrivals report
     The   departure report
     The   in-house report
     The   exceptions or out of order report
 These reports are used to direct the
  housekeepers for that day
Housekeeping PMS Reports
(Cont…)
 The departures report is used to direct the
  housekeepers to those rooms first: these
  rooms get first priority to clean
 The arrivals report is used to allocate
  vacant/ready (VR) rooms for new guests
 The in-house report lists the rooms that people
  are currently occupying, these rooms must also
  be cleaned but are lower on the priority list for
  the housekeepers
 The out of order report identifies what rooms
  the housekeepers should avoid as they are not
  suitable for sale anyway
Housekeeping PMS Reports
(Cont…)
 These reports are used by housekeeping to
  assign the workload of each housekeeper
 Rooms are assigned based on their current
  status code
 The understanding is that rooms with departing
  guests take longer to clean than those rooms
  currently occupied
 Rooms that are vacant and clean do not need
  to be cleaned again
Housekeeper Allocation
 Based on the number of rooms that need to be
  cleaned that day, the housekeeping
  management is said to “break out the
  house”: this process divides the rooms to be
  cleaned into sections
 The assignment of rooms to each housekeeper
  is called a section, which usually consists of
  16-18 guest rooms
 This number is based on an expectation of
  cleaning two vacant/ready rooms per hour
 Housekeeping is said to turn a room when it
  goes through the act of cleaning it for resale
Housekeeper Allocation (Cont…)
 The proper allocation of housekeepers is vital to
  getting every room ready for occupancy by the
  stated check-in time (which can be anywhere
  from 2:00pm-5:00pm)
 Given that checkout time is anywhere from
  10:00am-1:00pm, this span of 3-4 hours is what
  housekeeping is given to clean every room in the
  hotel on a given day
 The room status codes are used to gauge which
  rooms are ready for sale, if a guest checks out
  early, the housekeepers are able to prepare the
  room for any guest who may arrive early
Housekeeper Allocation (Cont…)
 Because arrival and departure times are hard
  to gauge, most hotels cannot guarantee an
  early arrival time to guests, and often
  discourage guests from checking out late by
  using a fee
Housekeeping Operations
(Cont…)
 The floor supervisor is responsible for checking
  on the housekeepers throughout the day to
  remove dirty linen from their carts and to restock
  them with cleaning supplies

 In addition to supporting the housekeepers, the
  person must maintain the cleanliness of the
  guest hallways
Housekeeping Guest Room
Standards
 Each guest room must meet the cleanliness
  standards set by management, the
  requirements may differ between
  configurations and designations

 Housekeepers are trained to meet these
  requirements however random inspections are
  carried out to review their performance
Housekeeping Management
 Each morning in housekeeping begins with the
  assignment of sections and a general
  discussion of issues of the day
 The managers will discuss with housekeepers
  items that might impact them, such as:
   Groups in-house
   Known early arrivals or late departures and VIPs
   Chemical handling guidelines/MSDS (Material Safety
    Data Sheet, which lists how to properly use and store
    the chemicals and their harmful effects)
   “Task of the day” – also referred to as a deep clean,
    the managers will designate a different cleaning item
    to pay special attention to
Turndown Service
 Hotels that have been rated fours star and
  above are required to offer their guests
  turndown service
 This is a process by which the guest room is
  made warm and inviting for the evening, which
  is normally conducted between 6:00pm and
  9:00om
 A turndown agent should be able to complete
  40 turndowns in those three hours
 The turndown service can entail many things
  and can be a very detailed process at the finest
  hotels
Turndown Service (Cont…)
 Generally, turndown service includes:
   Closing of draperies
   Soft music
   Corner folding of bedspread away from pillow
   An amenity presentation (such as chocolates, fruits,
    welcome card from General Manager)
   Soft corner lights are lit
   A “room tidy” is conducted (which is no more than a
    quick cleaning such as removing rubbish liners,
    emptying ashtrays)
   Some hotels place a breakfast door hanger next to
    the amenity presentation

								
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