Executive housekeeping chapter 15

Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved

Executive Housekeeping – Chapter 15

Opening Dilemma p. 411


Importance of Housekeeping Department

Why do guests return to a hotel?

A. Advertising efforts B. Cleanliness of hotel C. Price D. Service features


Correct response A. Advertising efforts B. Cleanliness of hotel* C. Price D. Service features


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


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


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


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


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


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


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


No. Rooms Occupancy No. Room

In Hotel PercentageAttendant

s

Required

180 100 10.00

180 99 9.90

180 98 9.80

180 97 9.70Note: Each room attendant required to clean 18 rooms per day

Room Attendant Staffing

Requirement Chart p. 417


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


Housekeeper’s Report

Refer to Chapter 10 – Fig. 10-6; p. 281- Housekeeper’s Report

Communication tool; provides financial data


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


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…”


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)


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__


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



Requisition

Fig. 15-7 – p. 424

Attendant Name _I. Maid______ Floor # ___2_____ Cart # __4_

Amount ITEM # ITEM SIZE

1 290Window Cleaner Spray 12 oz.

2 387Tile 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__



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__


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


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.


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


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)


Times Hotel

Deep Cleaning Log – Fig. 15-9 – p. 426

RoomRug Shampoo

Wall Wash

Wall Paint

Window Wash Grout Mattress

OutsideTurning Date

101 Jan. 10 Dec. 15 July 1 Dec. 1 April 5






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


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


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


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


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.


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/


Case Study 1501

Review this case study in groups of 3 or 4.

What advice would you provide to Thomas Brown, executive housekeeper?

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