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Summary Slide

Summary Slide. Diagram – Rooms Division Team Housekeeping Deployment Housekeeping Equipment Housekeeping Checklist Housekeeping Standards Housekeeping Management Turndown Service Staffing Lost and Found Supply and Inventory Management Exercise. Figure 11-1. The Rooms Division Team.

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Summary Slide

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  1. Summary Slide • Diagram–Rooms Division Team • Housekeeping Deployment • Housekeeping Equipment • Housekeeping Checklist • Housekeeping Standards • Housekeeping Management • Turndown Service • Staffing • Lost and Found • Supply and Inventory Management • Exercise Figure 11-1

  2. The Rooms Division Team The Rooms Division Team Figure 11-2

  3. Housekeeping Deployment • Proper deployment of housekeepers begins with analysis of PMS reports: • Arrivals report lists every guest due to arrive. • Departures report lists each guest who is due to check out that day. • In-house report lists each room that was occupied and not due to check out. • Out of order report lists each room that is being withheld for sale. Figure 11-3

  4. Housekeeping Deployment • “Breaking out the house” entails allocating every housekeeper to a section of rooms. • A section of rooms usually consists of 16-18 guestrooms. • A section of rooms should be as close together as possible to maximize efficiency. • What might cause a discrepant status code? Figure 11-4

  5. Housekeeping Equipment • Every housekeeper is assigned a caddie and a housekeeping cart. • The caddie includes: • Glass cleaner • Bathroom cleaner • Multipurpose cleaner • Bath amenities (i.e.: shampoo, conditioner, soap, etc.) • Why is the housekeeping houseperson so important to the housekeeper? Figure 11-5

  6. Figure 11-6

  7. Housekeeping Standards • Every housekeeper is assigned to a houseperson and a rooms inspector. • The rooms inspector will randomly inspect two rooms of each housekeepers section. • Each rooms inspector is in turn “inspected” by more senior housekeeping management staff. • What is the importance/purpose of these inspections? Figure 11-7

  8. Housekeeping Management • Each morning in housekeeping begins with a staff meeting to discuss issues of the day, such as: • Groups in-house • Known early arrivals or late departures and VIPs • Safety procedures • Chemical handling guidelines/MSDS • “Task of the Day” Figure 11-8

  9. Turndown Service • Turndown service is a process by which the guest room is made warm and inviting for the evening. • Turndown service is usually conducted between 6 and 9 PM. • A turndown attendant should be able to complete 40 turndowns in three hours. Figure 11-9

  10. Turndown Service • Turndown service can include: • Closing of draperies • Soft music • Corner folding of bedspread away from pillow • An amenity presentation • Soft corner lights • A “room tidy” is conducted • Some hotels place a breakfast door hanger next to the amenity presentation Figure 11-10

  11. Staffing • Housekeeping traditionally has a high turnover rate. • What can be done to reduce turnover? • The guestroom buyback process encourages housekeepers to “pick up the load” when the hotel needs it. How does it work? Figure 11-11

  12. Lost and Found • Housekeeping comes into contact with many items left behind by guests, thus the lost and found department of many hotels is maintained in housekeeping. • A log is kept that tracks: • Date item was found • Room number or area found • Description and condition of article • Name of finder • Where it is stored • Eventual disposition Figure 11-12

  13. Supply and Inventory Management • Guest supply usage per occupied room is determined for all housekeeping supplies. • The theory is based on the usage of all materials in occupied rooms over time. Over a length of time, say a week or a year; an average consumption of in-room items can be determined. • This usage factor can be factored in with an item cost to determine future housekeeping budgets. Figure 11-13

  14. Supply and Inventory Management • An average hotel will keep 3 1/2 to 4 par of linens and towels on hand at any given time. The allocation of this par is as follows: • 1 par of all items is in the rooms at any given time • 1 par of all items is being cleaned at any given time • 1 par of all items are stocked in the linen supply closet by the houseperson in any given day (1/2 in the AM and 1/2 in PM) • 1/2 par of all items is kept in storage in case of breakage or loss 3 1/2 par is kept on hand. Figure 11-14

  15. Housekeeping Internet Exercises • A housekeeper's job can be very demanding. Visit this site to learn more about how hotels can reduce the strain on their housekeepers: • http://www.ccohs.com/oshanswers/occup_ workplace/hotel_housekeeping.html • Housekeeping products of all sizes and shapes are available on-line. Compare and contrast the offerings and prices by visiting these and other sites: • http://www.tqind.com/tqhotel.htm • http://www.amenitiesusa.com/aboutus.htm Figure 11-15

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