MANAGING HOUSEKEEPING OPERATIONS PDF
Hotel Housekeeping is an activity of keeping the hotel clean, tidy, and up to the highest agents, guest supplies, types of hotel rooms, and laundry management . Coordinating floor operations and tray clearance with room attendants. Now in its fifth edition, Professional Management of Housekeeping Operations is the essential practical introduction to the field, a complete course ranging from. Professional Management of Housekeeping Operations FIFTH EDITION Thomas J. A. Jones, Ed. D., R. E. H. William F. Harrah College of Hotel Administration.
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Managing Housekeeping Operations - Ebook download as PDF File .pdf), Text File .txt) or read book online. ongoing operations of housekeeping management. It begins by discussing the hotel housekeeper's daily rou- tine of department management. It then presents. ern housekeeping operation. The Classical School. The classical school of management theory can be di- vided into two distinct concerns: administrative theory.
Looks like you are currently in Ukraine but have requested a page in the Costa Rica site. Would you like to change to the Costa Rica site? Thomas J. View Instructor Companion Site. Contact your Rep for all inquiries. New Ethical Dilemmas case studies pertaining to ethical issues and concerns facing personnel in the housekeeping department have been added. Expanded Conclusions show the interconnected nature of the material presented in the chapter with other chapters.
Going Green offers guidelines for hotels to set minimum standards to improve sustainability and achieve goals for better environmental management. Certification Programs As the demand for greater environmental responsibility grows. This is a program that hotels have been slow to join until recent years.
Green Leaf. Some state environment departments are even offering certifications to properties that implement green strategies. When new hotels are built. One such state is Florida. Energy Star. LEED Certification. Florida Green Lodging Certification Program. The council promotes a comprehensive approach to sustainability that includes every element of a building's design and management. It scores hotels on how well they perform on a number of standards and provides those ratings to the public.
The U. The program began in Exhibit 2 lists the 10 steps in the department's certification program. As a way of encouraging hospitality properties to enact environmentally sound policies. The EPA rates energy efficiency in hotels.
Section Keywords triple bottom line — A three-pronged approach to sustainability that includes economic. Section Endnotes Endnote 2. Shelli Johannes-Wells. Issue 2. Endnote 2. Volume Kevin Maher. Summer July July 1. Patricia Sheehan.
Professional Management of Housekeeping Operations.pdf
The hospitality industry as a whole employs a significant international population of employees. Housekeeping departments have always been among the most diverse departments in hotels and among the first to address multicultural issues.
With most of the rest of the world on the Metric system. They must be able to communicate these things no matter what language they speak. They should also report any potential plumbing problems that are noticed while cleaning the room. The executive housekeeper or another department representative can then be identified to communicate information to staff during pre- shift meetings. Housekeeping's Role in a Green Property Given how much of the property housekeeping employees see and touch every day.
This can cause difficulty in setting thermostats to the proper temperature. The executive housekeeper in particular is responsible for a wide variety of environmental management duties. Communication The housekeeping department's managers must determine how they are going to communicate the property's environmental initiatives to both staff and guests.
There are specific procedures that room attendants follow to provide a quality product and conserve energy. The temperature setting on thermostats is the most common challenge for U. This could include an employee suggestion box or a guestroom survey form.
Room attendants are also responsible for turning off all lights and appliances. The communication gap can result in situations where a significant amount of energy is wasted due to misunderstandings and ineffective communications. The multiple languages spoken by employees can pose a unique challenge. Competency 2 Objective: Describe the role that housekeeping plays in a "green" property.
It is also helpful to create a formal process for employees and guests to use for feedback on green practices. One solution has been to issue each room attendant a placard with a sketch showing a typical guestroom thermostat setting. To be most effective. In a typical U. Bilingual Communication Issues.
Housekeeping employees visit every room of the hotel on a daily basis and have the responsibility for taking corrective action and reporting problems. The managers of these areas must be very conscious of training employees in the following basic energy- conservation strategies: If smaller loads are necessary. Each hotel has its own personality and methods for conducting employee training. They should especially ensure bathroom fluorescent fixtures with lenses are cleaned at least twice per year.
Another housekeeping area where language can be an issue is in the on. One important tool of housekeeping management is a weather-board to visually post for room attendants the HVAC settings for the day. This action will increase light output by approximately 25 percent. HVAC system of guestrooms is essential. Training Some estimates say that the annual cost of energy and water for a hotel can be reduced by as much as 10 percent by training employees to operate the hotel efficiently.
HVAC settings should be 74 degrees Fahrenheit during the cooling season and 68 degrees Fahrenheit during the heating season. Room attendants should also turn off all lights in every room and ceiling fans and whirlpool tubs when present when they exit. The executive housekeeper needs to find a way to communicate the preventive maintenance plan as well as develop checklists that can be used by employees regardless of the language they speak.
Temperatures in vacant guestrooms should be set back according to season and geographical location parameters. The laundry and kitchen use about five times more energy per square foot than the rest of the property. The laundry area along with the kitchen is one of the most intensive energy users in the hotel.
Some "green" skills that training should cover include the following: Housekeeping staff members typically work throughout 80 percent of the hotel on a daily basis.
Training can help a property reduce energy consumption without any capital investment. Executive housekeepers should design programs appropriate to the property's culture. Disconnecting these items is a safety issue as well as an energy saver.
In conjunction. Energy Star rates equipment based on its energy efficiency. Just-in-time buying is the practice of buying products just before they run out. Things that an executive housekeeper can do to make the purchasing process more "green" include: Packaging and delivery methods should also be evaluated. Purchasing Purchasing plays a major role in a property's environmental plan.
Eco-purchasing involves evaluating purchasing practices and products on durability. Experts have said that employees will use more of a product if there is a large quantity of it on the shelf. The Energy Star website www. Some experts suggest that just-in-time buying will reduce waste. Verifying that proper air flow is passing through the dryers will preserve the life of the burners. Lint buildup in the laundry area can reduce the efficiency of the equipment and present a fire hazard.
Section Keywords Eco-purchasing — Purchasing policies that evaluate products for durability. As the drought deepened. People at home rarely change their sheets and towels daily.
It is usually cleansed of major pollutants. Linen reuse programs remind guests of this and invite them to reuse their guestroom linens and towels rather than have them removed for washing. In This water can be used for irrigation. Since the Hotels use a large volume of water. Such high water use has made the issue of conservation increasingly important.
The Hyatt Regency Atlanta.
Professional Management of Housekeeping Operations, 5th Edition
Other common water conservation efforts include: Not only does a property save water and reduce its water expense. Competency 3 Objective: List ways that hospitality properties can conserve water. Linen Reuse Programs Linen reuse programs are one of the most obvious and popular forms of water conservation.
WAVE encourages lodging properties to reduce water consumption by pointing out the economic and competitive benefits of doing so. Effluent water is water that is partially treated wastewater from community sewage or industry.
Water Conservation Water conservation is one of the most cost-effective programs a hotel can implement. It already outsourced its laundry to a facility outside of metro Atlanta where the worse drought conditions were in effect. Towels that are hanging on the rack will be left in the room while ones left on the floor will be changed.
Unlike the old-style water conservation showerheads. These cards can be hung on a towel rack or placed on the bed. See Exhibit 3. Most estimates say that properties can save up to Some hotels have reported 70 to 90 percent guest participation. Most hotels with linen reuse programs will not change sheets in occupied rooms unless a guest requests it or until three or four days have passed.
They explain why the hotel has implemented a linen reuse program and how it works. National standards now require that all showerheads in hotels consume no more than 1. Sheets and towels are always changed upon check-out. The guestroom is also the place where the most inexpensive water conservation efforts can be made.
This can be tested by placing a bucket under the shower. If this is occurring. Guestrooms The guestroom is one of the highest water-consuming areas of a hotel. They typically pay for themselves in less than six months in saved water and the energy required to heat it. Such programs not only save water. They have been extremely popular with guests who appreciate that hotels are being environmentally conscious.
Whoever is testing the showerheads should also look to see whether any water is also pouring out of the spigot into the tub when the shower diverter is turned on. A leaking flapper valve can cause numerous guest complaints because of the noise from constantly running water. Here again.
Managing Housekeeping Operations
Flow rates can be reduced by installing an aerator that injects air into the water. Many laundries are switching to an ozone-type washing system that uses less than half the amount of water of a traditional wash wheel. The wash wheels also have automatic fill valves that have a propensity to stick and waste a considerable amount of water.
Water standards now require that toilets consume no more than 1. All flapper valves in toilet tanks should be replaced at least every two to three years with a high-quality natural rubber flapper valve. The flow rate at bathroom sinks should not exceed one gallon per minute. This can be accomplished by installing new toilets or by installing a new flapper valve kit that will reduce the water consumed by an older toilet.
Flapper valves in guestroom toilets are the most notorious water wasters in hotels. This will conserve water and the energy to heat it.
Older toilets consume as much as three to four gallons of water per flush. Another way to save water is through major renovations. Laundry The largest consumers of water in an on-premises hotel laundry are the wash wheels extractors.
It is now becoming standard practice for many hotels to install ultrasonic motion sensors on these appliances that will automatically flush them with the proper amount of water each time they are used. While these devices do not necessarily save a lot of water.
Laundry employees can listen for the continuous sound of water running and request that engineering repair any faulty valves immediately. These toilets and urinals do not have water tanks. Section Keywords effluent water — Partially treated wastewater from community sewage or industry. This will require either the implementation of a voluntary linen reuse program in guestrooms or a change in standard operating procedures. The watertight seal of the flapper valve can be checked by placing food coloring in the tank and observing the bowl.
Public Restrooms Most public restroom toilets and urinals use a flush-valve type of flushing system. If the coloring seeps through to the bowl. Increasing the spin cycle on the wash. Laundry managers can work with appliance vendors to adjust washing machines to ensure the greatest overall energy efficiency.
Water usage can also be drastically curtailed by decreasing the number of daily loads that are washed. A simpler method is to turn down the hand valves under the sink to a minimal. Energy Star is an EPA program that helps to identify energy-efficient products. Energy Star also provides calculators that help determine the savings each item can provide to a property.
Explain the steps hospitality properties can take to become more energy efficient. Energy savings is a way of reducing costs without reducing guest service or satisfaction. When Hilton Hotels implemented an energy management plan. Hospitality managers can go online to consult the Energy Star rating of products before purchasing them.
Such systems can Exhibit 4 shows predicted demands for energy resources during the next 25 years. Computerized energy management systems have grown in popularity. Properties that are committed to energy efficiency not only decrease their consumption of natural resources. Energy Management As mentioned earlier.
These software programs help hotel managers collect and analyze data collected from major energy-consuming appliances. Common activities to ensure more efficient use of energy include: This is the single largest energy-saving idea that can be implemented in a hotel and can provide significant savings with very little capital expenditure. Sometimes energy efficiency is as simple as turning things off.
This is typically a capital expenditure. Exhibit 5 shows a list of ways housekeepers can affect the amount of energy a hotel consumes. These energy controls typically turn off or set back heating and cooling levels during unoccupied periods. Guestroom energy controls are becoming more reliable. After these items are identified.
The hotel will likely see a three. The chief engineer or facilities services manager can identify air handling units. If the hotel has a centralized energy control system. New wireless models are less expensive to install and provide additional technical features.
Public-space global controls for the entire property are also becoming less expensive. There are usually three to five table and floor lamps in a guestroom. To correct this. Many utilities will pay up to 50 percent of the cost of installing compact fluorescents.
But by converting all of the guestroom lamps in this room hotel to watt compact fluorescents. Depending on the nature of the application. In that case. Not only will these lamps save on direct energy costs it will take less money to keep them burning. Motion Sensors. Audits have revealed that lights are frequently left on in these areas when they are unoccupied.
The project will. Assuming the lights operate about four hours per day. Lighting Compact Fluorescent Lamps. Compact fluorescent lighting technology is also available in specialty lamps for decorative fixtures. They are more energy efficient than incandescent bulbs. To illustrate the energy expense savings. Ceiling motion sensors can also be used in areas such as meeting rooms. This is a significant opportunity for hotels to reduce their electrical consumption and energy expense without affecting guest comfort.
A watt spiral-type compact fluorescent lamp typically will provide higher light levels than watt or watt incandescent lamps. Compact fluorescent lamps are the backbone of high-efficiency lighting. Compact fluorescent lighting products continue to improve in terms of longer lamp life.
Such a conversion program will also reduce labor costs associated with replacing burned-out lights by about 90 percent.
When they do become viable. The majority of all public spaces in hotels. A large portion of these fixtures. Dimmable compact fluorescent reflector lamps are evolving slowly. One of the most abused energy wasters in hotels is lighting that is left on in unoccupied areas. These include flame. Some of these lamps do not dim to required levels.
The most common application for compact fluorescent lamps in hotels is in the guestroom. According to the Florida Energy Extension Service. The waste reduction team can then create a plan from the audit and other information it collects. This audit begins with a walk-through of every area to identify recyclable materials. There may be separate ones for the guestrooms. Waste Management The three R's of waste reduction—reduce.
One initiative that has been growing in popularity after initial resistance is the idea of shampoo and conditioner dispensers in bathrooms rather than the small bottles which create a great deal of waste and have to be thrown out after one use. The most common source of waste is the kitchen. Waste reduction programs that incorporate all three can help a property make a real difference in the world around it. Competency 5 Objective: List the three main components of a waste management program.
The analysis should determine who collects waste. Bottled water. Each area of the property may be given its own waste reduction plan. Companies have developed tamper-proof models that protect the guests. To determine what and how to reduce. Four Seasons Hotel in Jackson Hole. Common waste reduction activities include the following: The executive housekeeper may be asked to conduct the audit in the housekeeping department and for guestrooms.
Properties that use them have found that the cost savings means that they can purchase name-brand hair products that appeal to guests. As properties have looked for ways to reduce waste. These include such things as shower caps. The executive housekeeper can set up mixing stations to reduce chemical spillage.
Properties that do this must ensure that they follow health and sanitation rules by removing these glasses from the room every day and washing and sanitizing them through the dishwasher. Some properties that offer dry cleaning service have found ways to reduce the waste associated with this service. Other amenities are also under examination. Some will also reuse items if the seal is not broken. Recycle The second component in a waste management program is recycling and using recycled materials.
Savings can also be found in the handling of chemicals. Many properties have removed underused amenities from guestrooms and offer them by request only. They should not be rinsed out or washed in the room. Environmental groups have encouraged properties to replace disposable glasses in guestrooms with reusable glasses. In public restrooms. Washington found that it saved a substantial amount of money by creating a recycling program. There are many ways a hospitality organization can participate in recycling.
Along these same lines. The Warwick Hotel in Seattle. Exhibit 7 lists some of the items typically included in a hotel recycling program. The staff can be trained in how to mix liquid concentrates to ensure safety and save money. Thanks to recycling. They return laundered clothes to guests in reusable garment bags or baskets. In guestrooms. A housekeeping cart can be arranged to have separate bags on the side for trash and recycling.
Newspaper Recycling Programs. Many properties—especially those serving a large number of business travelers—have begun newspaper recycling programs. Properties doing this often find that they use fewer newspapers. Programs vary from property to property and range from simply recycling papers to reducing the number of newspapers provided. Room attendants collect waste from guestrooms every day.
This will let the manager know what type of volume of recyclables to plan for. When first setting up a recycling program. The hotel itself might be able to use old newspapers. At some properties. Housekeeping management will have to decide where to store recyclables and how to train employees to collect and sort them. Newspapers can be donated to such places as animal shelters. If they do not. Room attendants can collect and sort recyclables as the room is cleaned. In addition to recycling waste found in guestrooms.
The executive housekeeper can also evaluate the housekeeping products that the property is currently using and determine whether recycled products or products with recycled content can be purchased instead. This helps save time for room attendants who won't have to sift through the waste. Cardboard boxes can be recycled. Unread newspapers can sometimes be returned to the newspaper vendor.
Some properties also provide a door hanger in each guestroom that guests can put out if they do not want to receive a newspaper. Other properties put complimentary newspapers in a central location such as on tables near elevators. Most commonly. Some properties now provide two trash cans in each guestroom—a recycling can or receptacle and a regular trash can. Reuse Much of the waste generated by a hotel can be reused—by the property. Other items that can be donated include excess clothing hangers or those left by guests in the room.
Linens are a popular item for reuse. Stained tablecloths can be turned into napkins. Retired terry can be made into hot pads or kitchen urn covers. Retired sheets can be made into laundry bags. Retired linens and towels as well as leftover bottles of shampoo. They can include contaminated outdoor air pollen.
Temperature and humidity are appropriate to the season and the clothing and activities of the occupants. Doing so will benefit guests and save unnecessary costs in the long run. Riedel wrote that the EPA says air inside buildings is sometimes as much as times more polluted than the air outside. Indoor air quality can be defined as: Indoor air contaminants come from a number of sources.
Engineers and other property managers are often charged with creating an indoor air quality preventive maintenance program. HVAC system. In it. Competency 6 Objective: Describe the importance of indoor air quality and how it can be safeguarded. Common clean air practices include: It's considered one of the most severe environmental risks to health in the United States.
Indoor Air Quality Programs Because there are plenty of potential indoor air contaminates to deal with. Indoor Air Quality Lodging properties have been focusing on clean air concerns for decades. The indoor air is free of significant levels of odors. A healthy indoor environment is one in which the surroundings contribute to productivity. If there is a restaurant at the property.
Managers should understand both the financial factors and the human factors. Mold and mildew can lead to serious indoor air quality problems. On the other hand. Housekeeping employees in particular should be familiar with and able to recognize crucial air quality factors such as gas leaks and improper exhaust emissions. Managers should make sure that staff members follow proper trash disposal procedures.
Housekeeping managers should become familiar with the chemicals in cleaning and other maintenance products and their potential toxicity. Managers should consider how cleaning activities are scheduled. All personnel should be trained on the importance of clean air practices. Housekeeping managers may want to schedule the use of some cleaning agents during low occupancy periods. Managers should make certain that cleaning materials are used and stored properly by staff members.
Housekeeping department managers should consider the following topics: One challenge that hoteliers face is that some efforts to reduce energy costs contribute to poor indoor air quality. Hotel managers must make sure that adjusting one area doesn't cost the property in the other area. It took years and millions of dollars in renovations before they could reopen.
Fighting Mold Mold and mildew have become increasingly alarming problems for hotels. Managers should ensure that trash containers are covered. When housekeeping employees are able to identify and properly report problems. Housekeeping staff may be the first to recognize and respond to potential air quality control problems as they work throughout the property.
Much of the information needed for this type of research is provided by product labels and the products' material safety data sheets. Poor housekeeping practices that fail to remove dust and other dirt can cause indoor air quality complaints. According to the Environmental Protection Agency. Several hotels that were either brand new or which added on major wings ended up closing their doors after only a few years because they became so infested with mold that the buildings were unlivable.
Tankless low-moisture machines have the greatest efficiency. Low-moisture extractors reduce carpet-drying times to as little as 30 minutes while using fewer chemicals. Properties are also increasingly turning to low-moisture extractors when cleaning guestrooms as a way of preventing mold.
Hotels do deep cleaning on guestroom carpets throughout the year. The EPA advises that carpets need to dry within 48 hours to prevent mold and mildew.
If the use of strong cleaning chemicals in a particular area will significantly affect that area's air quality. The rule of thumb is to use as little chemical as possible to get the job done. Housekeeping employees need to clean up chemical spills. Executive housekeepers are increasingly choosing environmentally sound chemicals that are safer for employees and guests.
Just- in-time inventory can reduce the amount of time that cleaning chemicals and other potentially hazardous products have to be stored at the property. Executive housekeepers should choose cleaning products with low levels of volatile organic compounds. Product labels provide information about how biodegradable the cleaning chemicals are. The executive housekeeper must carefully manage chemicals from purchasing through use and disposal.
Housekeeping employees must follow label instructions carefully. This puts the responsibility for the care and proper use of these chemicals firmly on the shoulders of the executive housekeeper.
The amount of hazardous chemicals stored at a property can be reduced by smart inventory practices. The executive housekeeper may want to conduct experiments by incrementally increasing or decreasing product use to calculate maximum efficiency in the use of the product.
Cleaning Chemicals A hotel's housekeeping and laundry personnel use more cleaning chemicals during the course of their daily tasks than any other staff members in a hospitality organization.
Professional Management of Housekeeping cittadelmonte.info - cittadelmonte.info
They also want to look for cleaners that are non-toxic. Competency 7 Objective: Explain how executive housekeepers can safely manage cleaning chemicals. Examples include paint strippers. How have linen reuse programs contributed to water conservation?
What factors should an executive housekeeper consider when choosing cleaning chemicals? What role does the housekeeping department play in a property's environmental program? In particular. What are the three elements of a waste management program? What is the most energy efficient form of lighting?
What are some important elements of indoor air quality programs? What types of programs exist to help hospitality properties become better environmental stewards? The executive housekeeper uses objectives set by the general manager as a guide in planning more specific. Strategies will identify the types of cleaning tasks and indicate how frequently the tasks must be performed. Identifying Housekeeping's Responsibilities Regardless of the size and structure of a housekeeping department.
Identify typical cleaning responsibilities of the housekeeping department. Most housekeeping departments are responsible for cleaning the following areas: Job descriptions are also presented for typical housekeeping positions in a mid-market hotel. The major cleaning responsibilities of the housekeeping department are identified.
The chapter closes by showing how other important management functions of the executive housekeeper fit into the overall process of management. These resources are in limited supply.
Like all other managers in a hotel. This chapter begins by identifying some of the executive housekeeper's most important planning functions. Resources include people. This means that the final responsibility for the cleanliness and overall appearance of these areas falls squarely on the shoulders of the housekeeping staff.
The final in-depth cleaning is left to the housekeeping department. The banquet or meeting services staff generally sets up banquet and meeting rooms and is responsible for some cleaning after the rooms are used. The executive housekeeper and the dining room managers must work closely together to ensure that quality standards are maintained in the guest service and server station areas. To ensure that all areas of the property have been covered—and to avoid future misunderstandings about responsibilities—copies of this color- coded floor plan should be distributed to the general manager and to all department managers.
The special cleaning and sanitation tasks required for maintaining these areas are usually carried out by kitchen staff under the supervision of the chief steward. From encouraging guests to reuse linens to more comprehensive sustainability mandates. The agreement among the managers is then reported to the general manager for his or her approval. The color-coded floor plan also presents a clear and impressive picture of the housekeeping department's role in cleaning and maintaining the hotel.
The general manager typically designates which areas housekeeping will be responsible for cleaning. This may add another arc of responsibility for executive housekeepers. Once housekeeping's areas of responsibility have been identified. A good housekeeping manager can effectively solve problems with other managers. Contemporary lodging properties are often attempting to "go green" in almost all aspects of their operations.
It is a good idea for the executive housekeeper to obtain a floor plan of the hotel either paper or digital and "color in" those areas for which housekeeping is responsible. In most hotels. This way. Different colors can be used to designate those areas for which other department managers are responsible. The same cooperation is necessary between housekeeping and banquet or meeting services.
The resulting documents form the plans that must be in place for the housekeeping department to run smoothly. Constant crises lower morale. Describe the tools the housekeeping department uses to plan its work. Planning the Work of the Housekeeping Department Planning is probably the executive housekeeper's most important management function.
Exhibit 1 shows how the executive housekeeper can plan the work of the department. The following sections examine each step in the planning process.
These details must be addressed in order to ensure that the work is not only done—but done correctly. Without competent planning. Since the housekeeping department is responsible for cleaning and maintaining so many different areas of the hotel.
The exhibit lists the initial questions that focus the planning activities of the executive housekeeper and identifies the end result of each step in the planning process. Without a systematic. Other systematic techniques may be used. Since most properties offer several different types of guestrooms.
Area Inventory Lists Planning the work of the housekeeping department begins with creating area inventory lists of all items within each area that will need housekeeping's attention. When preparing a guestroom area inventory list.
Preparing area inventory lists is the first planning activity because the lists ensure that the rest of the planning activities address every item for which housekeeping will be held accountable. Area inventory lists are bound to be long and extremely detailed.
This enables the executive housekeeper to use the inventory lists as the basis for developing cleaning procedures. Exhibit 2 presents a sample frequency schedule for light fixtures found in a public area of a large convention hotel. Items that must be cleaned on a daily or weekly basis become part of a routine cleaning cycle and are incorporated into standard work procedures. Frequency Schedules Frequency schedules indicate how often items on area inventory lists are to be cleaned or maintained.
Other items that must be cleaned or maintained biweekly. Exhibit 3 presents a sample frequency list for special project duties carried out by housekeeping's night cleaning crew. Tasks on an area's frequency schedule that are made part of housekeeping's deep cleaning program should be transferred to a calendar plan whether computer. The calendar program guides the executive housekeeper in scheduling the appropriate staff to The most important aspect of developing standards is gaining consensus on how cleaning and other tasks are to be carried out.
Although these standards will vary from one housekeeping department to another. Performance standards state not only what must be done. This ensures that all employees are consistently performing their tasks in the most efficient and effective manner. Performance Standards The executive housekeeper can begin to develop performance standards by answering the question. After communicating performance standards through ongoing training activities. One of the primary objectives of planning the work of the housekeeping department is to ensure that all employees carry out their cleaning tasks in a consistent manner.
Well-written standards are useless unless they are applied. Careful planning will produce good results for the hotel with the least possible inconvenience to guests or to other departments.
Many properties have developed performance standards and have included them between the covers of impressive housekeeping procedure manuals. Performance standards are communicated through ongoing training programs.
Managing standards means ensuring conformity to standards by inspection. The executive housekeeper should review the department's performance standards at least once a year and make appropriate revisions as new work methods are implemented. Experienced housekeepers know the truth of the adage.
The only way to implement standards in the workplace is through effective training programs. A study indicated there may be large differences in the amount of cleaning products used by room attendants at the same hotel or the same shift. When performance standards are not properly developed. Consensus can be achieved by having individuals who actually perform the tasks contribute to the standards that are eventually adopted by the department.
The executive housekeeper must take into account a number of factors when scheduling deep cleaning of guestrooms or other special projects. When determining realistic productivity standards. Once this information is known. An executive housekeeper begins to establish productivity standards by answering the question. Productivity Standards While performance standards establish the expected quality of the work to be done.
The labor of the executive housekeeper and other management staff is also a precious department resource. Since the duties of room attendants vary widely among economy. Since performance standards vary in relation to the unique needs and requirements of each hotel.
The challenge is to effectively balance performance standards and productivity standards. Quality and quantity each can serve to check and balance the other. Let's assume that. Quality and quantity can be like two sides of a coin. At first. Calculations within the exhibit assume that room attendants take a half-hour. This action would force the executive housekeeper to reduce the staff size and to realign quality and quantity by redefining performance standards in light of more realistic productivity standards.
This time. The executive housekeeper must be constantly on the alert for new and more efficient work methods. The exhibit shows that the productivity standard for room attendants should be to clean 15 guestrooms per 8-hour shift. On the other side. Wasted motion is wasted time.
Exhibit 4 presents a sample productivity standards worksheet and shows how a productivity standard can be calculated for room attendants working 8-hour shifts.
This forces the executive housekeeper to add more and more staff to ensure that all the work gets done. On one side. If room attendants are constantly returning to the housekeeping area for cleaning and guestroom supplies. Par refers to the number of items that must be on hand to support daily. Since non-recyclable items are used up in the course of operations.
Non-recycled inventories include cleaning supplies. The inventory level should never fall below the minimum quantity. Non- recyclable items are consumed or used up during routine activities of the housekeeping department. Recycled Inventories. One type stores items which are recycled during the course of hotel operations.
The executive housekeeper plans appropriate inventory levels by answering the following question: Recycled guest supplies include such items as irons. Recycled equipment includes room attendant carts.
A purchasing system must consistently maintain the needed amounts of items in housekeeping inventories. The maximum quantity is the greatest number of purchase units that should be in stock at any time.
Housekeeping is responsible for storing and maintaining these items as well as issuing them as they are requested by guests. Purchase units are counted in terms of normal-size shipping containers.
Recycled inventories include linens. This maximum quantity must be consistent with available storage space and must not be so high that large amounts of the hotel's cash resources are tied up in an overstocked inventory. The shelf life of an item also affects the maximum quantity of purchase units that can be stored.
The actual number of additional supplies that must be ordered is determined by the maximum quantity. Inventory Levels After planning what must be done and how the tasks are to be performed. When the inventory level of a non- recyclable item reaches the minimum quantity.
Due to limited storage facilities and management's desire not to tie up cash in overstocked inventories.
A purchase ordering system for non-recyclable inventory items establishes a par number that is based on two figures—a minimum quantity and a maximum quantity.
Non-Recycled Inventories. The number of recycled items that must be on hand to ensure smooth operations is expressed as a par number. The minimum quantity is the fewest number of purchase units that should be in stock at any time.
Often conducted according to a special schedule or on a special. Non-recycled inventories — Those items in stock that are consumed or used up during the course of routine housekeeping operations. September Cornell University. Endnote 3. Lodging Management. Section Keywords area inventory lists — Lists of all items within a particular area that need cleaning by or the attention of housekeeping personnel. Recycled inventories — Those items in stock that have relatively limited useful lives but are used over and over in housekeeping operations.
Frequency schedules — Schedules that indicate how often each item on an area inventory list needs to be cleaned or maintained. Rob Heyman. Section Endnotes Endnote 3. Structuring the department's staff means establishing the lines of authority and the flow of communication within the department. The Department Organization Chart An organization chart provides a clear picture of the lines of authority and the channels of communication within the department. The executive housekeeper delegates authority to supervisors and must ensure that each employee recognizes the authority structure of the department.
Organizing the Housekeeping Department Organizing refers to the executive housekeeper's responsibility to structure the department's staff and to divide the work so that everyone gets a fair assignment and all the work can be finished on time. Exhibit 7 shows that very large properties offering world-class service may have a separate housekeeping division with several managers who are led by a director of housekeeping.
While the executive housekeeper may delegate authority. Explain the executive housekeeper's role in organizing the housekeeping department. Exhibits 5 through 7 present sample organization charts for housekeeping departments of different sizes and service levels. Exhibit 6 suggests that properties offering mid-market service generally have large housekeeping staffs supervised by executive housekeepers.
The position title is often "head housekeeper. The executive housekeeper is ultimately responsible for the actions of department supervisors.
At small economy properties. Two important principles that should guide the organization of a department are: The chart shows that each employee takes direction only from the person who is directly above him or her in the department's organization.
An organization chart also shows how grievances or other communications are channeled through the department. The organization chart of the department not only provides for a systematic direction of orders. The tasks on the list should reflect the total job responsibilities of the employee.
Executive housekeepers use information gathered from earlier planning activities to identify the number and types of positions that are needed and to develop task lists and job descriptions for each of these positions. A copy of the chart should be posted in an area so that all housekeeping employees can see where they fit into the overall organization of the department.
The task list should simply state what the employee must be able to do in order to perform the job. Posting this type of chart emphasizes the importance of the work performed by the majority of employees. A task list identifies the tasks that must be performed by an individual occupying a specific position within the department.
Administration of Housekeeping Service. Thomas George and Murat Hancer. Thomas George. Housekeeping and Waste Management Services - Partnerships Housekeeping Checklist O.
Housekeeping Checklist. Date of Inspection. Person Inspecting. Checklist items. Floors, Aisles, Stairs and Landings. All aisles are clear. Office places Housekeeping System. Helps Create a Better Working Environment Task 5. Includes Over Two Hours of Bonus.
Audio on the CD. Software Featuring:. Good Housekeeping Safety Good housekeeping should not be practiced by The current loss control services team is comprised of the Housekeeping Manager. Housekeeping Manager JobDescription. Page 1. Job Title: Exam Preparation Workshops by advanced Management Consulting This is a sample checklist that you can also use as a pre-shift check.
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