Room status

HOUSEKEEPING BASICS

HOTEL OPERATIONS MANAGEMENT, 1/E ©2004 PEARSON EDUCATION

HAYES/NINEMEIER

PEARSON PRENTICE HALL

UPPER SADDLE RIVER, NJ 07458

Decisions about required number of cleaning employeesFrequency of cleaning

Roles of Housekeeping Dept.: Guestrooms

Public spaces

lobby areas / public restrooms / front desk areas / management offices / game rooms / exercise areas / pool & spa areas / employee break rooms & locker rooms / selected meeting & food service areas

Major Executive Housekeeper responsibilities:


HAYES/NINEMEIER



Guestroom areas

Properly cleaned by HousekeepingVerified as clean by second member of HousekeepingRoom’s status has been reported to Front Desk

Roles of Housekeeping Dept.: Guestrooms

Elevators/ corridors/ stairwells/ guestrooms

Room will be assigned, when:

Communication role to Front Desk staff (room status info) & Engineering / Maintenance Department ( room maintenance issues)


HAYES/NINEMEIER



Roles of Housekeeping Dept.: Guestrooms(continued…)

Clean & Vacant Room vacant, has been cleaned and can be assigned to guest

Occupied Room registered to a current guest

On-Change Room vacant but not yet cleaned

Do not disturb Room is occupied but not yet cleaned, due to guest request not to be disturbed

Sleep-out Room reported as occupied, but room was not used, and guest may have left

Stay-over Guest will stay in room at least one more night

Room status terminology


HAYES/NINEMEIER



Roles of Housekeeping Dept.: Guestrooms(continued…)

Due-out Guest has indicated that is last day he/she will use room

Check-out Guest has departed

Out-of-order Room is not rentable, thus not assignable

Lock-out Guest’s items still in room, but guest will be denied access until management approval of re-entry

Late check-out

Guest has requested and has been allowed an extension of regular check out time

Room status terminology (continued…)

ROLES OF HOUSEKEEPING DEPT: LAUNDRY


HAYES/NINEMEIER



Laundry areas

laundry preparation areas/ laundry supply closets/ guest linen, terry and supplies storage areas

Managing “On Premise Laundry (OPL)” and its effective operation

Housekeeping Dept. & Executive Housekeeper’s role

Laundry often represents one of the hotel’s largest expenses.

STAFFING THE DEPARTMENT


HAYES/NINEMEIER



Assess quality of room cleanlinessPoint out deficiencies to room attendants, get those deficiencies corrected, & report revision of room status to Executive Housekeeper or Front Desk

have management skills (planning, organizing, directing and controlling departmental activities). have commitment to cleanliness and impeccable cleaning standard.create an appropriate inspection checklist and revise it as necessary.know about personal administration, budgeting, laundry sanitation, fabrics & uniforms, room cleaning chemicals and routines.be guest oriented.

Executive Housekeeper should:

Room Inspector’s major responsibilities:

STAFFING THE DEPARTMENT (CONTINUED…)


HAYES/NINEMEIER



Treat them at all times with respectEnsure they are supervised by excellent supervisorsHave room cleaning assignment policies perceived by them as fair Provide excellent, ongoing trainingProvide a realistic career ladder for room attendantsEnforce Housekeeping Department policies consistently and without favoritismEnsure room attendant safety through training and appropriate hotel policiesProvide benefit packages that are competitive for the areaPay fair wages

Approaches to build highly motivated, dedicated Room Attendants:


HAYES/NINEMEIER



Housekeeping employees are one of the hotel’s largest groups

Physical nature of jobs

Managing Housekeeping: Safety

this group’s accident rates generally the highest in the hotel.

thus

Equipment & supplies

Rule Housekeeping employees should handle only those machinery items and supplies they are properly trained to handle.

MANAGING HOUSEKEEPING: SAFETY


HAYES/NINEMEIER



Chemical handlingCleaning proceduresCorrect lifting techniquesProperly entering guestroomsContending with guestrooms containing:

firearms/ uncaged animals/ individuals perceived as threatening/ ill or unconscious guests/ drugs and drug paraphernalia / blood and potential bloodborne pathogens

Guest serviceGuestroom securityLost & Found procedures

Areas of training concern

MANAGING HOUSEKEEPING: EMPLOYEE SCHEDULING


HAYES/NINEMEIER



Inexperienced Executive Housekeeper relies exclusively on minutes per room

Total # of minutes worked by room attendants / total # of guestrooms cleaned = Minutes per room

Experienced Executive Housekeeper relies on both minutes per room and knowledge of guests and sales patterns

size of guestrooms / amenities in rooms / actual number of rooms to be cleaned / amount, if any, of deep cleaning

Scheduling the number of room attendants depends on:

How to establish room attendant schedules

MANAGING HOUSEKEEPING: INVENTORY MANAGEMENT


HAYES/NINEMEIER



Check how much of each item is in use, in storage, on orderExecutive Housekeeper to compute monthly “product usage

reports”

sheets (all sizes)/ pillowcases/ bedspreads/ bath towels/ hand towels/ washcloths/ soaps/ shampoos/ conditioners/ sewing kits/ glass cleansers/ furniture polish/ acid-based cleansers/ glassware/ cups/ coffee & filters/ in-room literature/ telephone books/ pens/ paper pads

Inventory items maintained by Executive Housekeeper:

Values of monthly inventories

MANAGING HOUSEKEEPING: INVENTORY MANAGEMENT(CONTINUED…)


HAYES/NINEMEIER



Waldo hotel product usage report

117 Total Monthly usage877 unitis Count on:

__________________

850 units Count on: __________________

Plus144 unitis Purchased in month994 unitis Total in serviceLess

______________________________

Date: __________________________

Item:__________________________

For Period: ______________________

Prepared by: ____________________

Department:_____________________

January 1

February 1

Housekeeping King-sized Sheets

MANAGING HOUSEKEEPING: LOST & FOUND


HAYES/NINEMEIER



Hotel must safeguard mislaid property until rightful owner returns Hotel must hold lost property until rightful owner claims it Hotel not required to find abandoned property’s owner Property left behind in room or found in lobby to be treated as mislaid or lost Establish how long any mislaid/lost property to be held before disposing it

Three types of unclaimed property

Law and/or policy requirements:

Mislaid property Owner unintentionally has left item(s) behind

Lost property Owner unintentionally has left item(s) behind, then forgotten it/them

Abandoned property Owner intentionally has left item(s) behind

MANAGING HOUSEKEEPING: LOST & FOUND(CONTINUED…)


HAYES/NINEMEIER



Date item is returnedOwner’s name/ address/ phoneHousekeeping Manager returning itemMethod of returnDate property is declared as abandonedName of hotel employee receiving abandoned property

Date item is foundDescription of itemLocation where item is found (room #, if applicable)Name of finderSupervisor who receives item

When item is found

Written report

When returned to rightful owner, or disposed of

FACILITY CARE & CLEANING


HAYES/NINEMEIER



Effective guestroom cleaning is heart of HousekeepingDepartmentDetermines long-term success or failure of property

Sleeping area: the first part seen by guest when entering roomBathroom area: closely inspected by guests for cleanliness

Forms basis for a guest’s initial impression of property

Public space cleaning

Guestroom cleaning

FACILITY CARE & CLEANING (CONTINUED…)


HAYES/NINEMEIER



G.M.s should know what to look for when inspecting the hotelG.M.s must inspect public space, guestroom and laundry operation areas regularlyG.M.s should not evaluate effectiveness of their housekeeping departments based only on lower costs per occupied room or fewer minutes per room cleaning(these factors are not always better!)

G.M.s’ roles in facility care and cleaning


HAYES/NINEMEIER



Collecting

Operating an effective “on-premises laundry” is a multi-step process

Laundry

Delivering

Sorting

Watching

Drying

Finishing / Folding

LAUNDRY: OPERATING AN EFFECTIVE OPL (CONTINUED…)


HAYES/NINEMEIER



Collecting

Dirty linen and terry should never be used as guestroom cleaning rags.Bloodstained linen or terry must be placed separately in a biohazard waste bag (pre-sort in guestroom).Biohazard waste bag should be on every housekeeping cart.

Sorting Once in OPL, laundry is sorted both in terms of fabric type & degree of staining.

WashingThis step is the most complex part.Monitor a: washing times, b: wash temperatures, c: chemicals, d: agitation length and strength

LAUNDRY: OPERATING AN EFFECTIVE OPL (CONTINUED…)


HAYES/NINEMEIER



Drying

Drying is simply a process of moving hot air (140-145 degrees F.) through fabrics to vaporize & remove moisture.Fabrics that are dried must have cool-down period in the dryer before they are removed from it

Finishing/Folding

Space for finishing laundry must be adequate

StoringMany fabrics must “rest” after washing & drying 24-hr rest time for cleaned laundryHousekeeping Dept. should maintain laundry par levels of three times normal usage

Delivering Storage areas containing these items should be locked


HAYES/NINEMEIER



DESINGED BY Sunil Kumar

Research Scholar/ Food Production FacultyInstitute of Hotel and Tourism Management,

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

Haryana- 124001 INDIA Ph. No. 09996000499email: [email protected] ,

[email protected] linkedin:- in.linkedin.com/in/ihmsunilkumar

facebook: www.facebook.com/ihmsunilkumar webpage: chefsunilkumar.tripod.com

mailto:[email protected]

mailto:[email protected]

http://in.linkedin.com/in/ihmsunilkumar/

http://www.facebook.com/ihmsunilkumar

Education

Room status