Presentation on theme: "Hotel Management Hospitality Services"— Presentation transcript:
1 Hotel Management Hospitality Services HousekeepingHotel ManagementHospitality Services
2 What a guest expectsHotel must be clean, sanitary and presentable at all times, inside and out! Hotel reception area gives a guest their first impression, it must be clutter-free and fragrant-smelling; warm, airy and welcoming; dust-free and litter-free.
3 What you should expectA hotelier must continually assess the state of readiness to accept guests, look at your property from a guest’s eyes to see if it looks appealing and inviting. Check the outside entry, public areas, & guest rooms! Make sure the staff working in the hotel is aware of your standards for cleanliness and order. The housekeeping staff “delivers the product” of the hotel!
4 Cleanliness and Sanitation Good sanitation and cleaning prevent the spread of diseases and infection. Clean is the state of being free of dirt and bad odors Sanitary is the state of being free from disease-causing pathogens or having a safe level of pathogens
5 Cleaning Vacuuming the carpeting and draperies Dusting the furniture Wiping the desk areaPrevention of mildew, an odor causing fungusMildew grows on damp surfaces, such as shower curtains, damp sheets, bathroom fixtures, floors, window sills
6 SanitizingMust use a chemical agent and/or heat to kill all germs and bacteria (pathogens) Surfaces are sanitized by washing them with a sanitizing solution. Telephones and television remotes must also be sanitized daily
7 Executive Housekeeper a/k/a Director of Services Oversees the largest department of a hotel, perhaps up to 50% of employees are in the department The logistics of servicing a large number of rooms with a large staff on a daily basis can be very challenging. Guest surveys consistently rank Room Cleanliness as #1 Priority!
8 Skills Needed to be an Executive Housekeeper Exceptional Leadership – oversee a large number of people often from varied backgrounds, hires & fires employees; interacts with other departments; maximize loss preventionOrganization – scheduling employees, insuring room standards, ordering and tracking use of supplies, forecast number of rooms to be used each night, record keeping….
9 Skills Needed to be an Executive Housekeeper Motivation – personal and your staff, hold Daily StandupsCommitment - to maintaining high standards, training staff; Inspect what you expect!
10 Assistant Executive Housekeeper The second in command under the Executive Housekeeper, the duties include:Manages the housekeeping office, room inspectors and room attendantsRuns daily reports on room occupancy & departuresAllocates the room schedules to the room attendantsAnswers phone calls
11 More responsibilities Processes check-in and check-out log of guest roomsIssues cleaning suppliesKeeps and files all worksheets from Room AttendantsControls all pass keys used by Room AttendantsInspects several rooms deemed Clean by Room InspectorsSchedule and assign Deep Cleaning projects - dust high areas, clean AC vents, remove toilet bowl stains, rust spots, shampoo carpeting, vacuum draperies
13 Room InspectorA member of the housekeeping team who checks the room after it is cleaned, pays attention to details that might have been overlooked (Book of Mormon)Makes certain the room is ready for the next guestKeeps records of Room Attendant PerformanceInspects every VIP Room
14 Room Attendants Cleans an average 12 – 16 rooms each day Approximately 18 – 25 minutes per room(longer time allotted for checkout rooms vs. stayovers)Room Attendants “Turn A Room” when it is cleaned and ready for resale.Rooms are ready by 3 PM, hotel check-in timeCheckout time is anywhere from 11AM – 1PM
15 Room AttendantsDaily duties Enter the guest room Clean the guest room Provide the proper supplies Report problems Limit guest access Provide turndown service
16 Entering a Guest RoomAlways knock and say “Housekeeping” a minimum of three times before entering a room slowlyIf the room is empty the room attendant can begin working; if the room is occupied, the room attendant must wait to clean that room.Place cleaning cart across the doorwayWear a “safety button”
17 Procedure for Cleaning a Guest Room Turn on lights, open drapes, set air conditioner (72° F Marriott standard)Gather items left behind, noting room numberClean ashtrays, mirrors, furnitureDust furnishingsEmpty trashVacuumMarriott fines guest $ for smoking in guest room!
18 Cleaning procedure continued Make the bedsClean & sanitize the bathroom – tub, sink, floor and toiletRestock suppliesInspect the roomRecord comments on worksheet; call into PMSClose drapes, reset AC, spray room freshenerTurn lights offLeave room and lock the door
19 LinensLinens is the term used to identify all guest room items made of cloth, such as sheets, bedspread, comforter, towels, floor mats, bathrobes Linens are washed and sanitized in-house in the Laundry. Linens should be discarded & replaced when they are: stained, torn, normal wear and tear, improper use
20 LinensClean Linens are stored in a linen closet on each guest floor. Dirty Linens are removed from the Room Attendants cart and taken to laundry by the floor supervisor
21 Movie Time Dr Oz and Bed Bugs Evidence of bedbugs – you will see small black dots on the sheetsyou will see small dots of blood on the sheets from the bitesThere is no direct compensation from Marriott for claims of bedbugs. Customer must file a complaint with Claims Dept.
22 Housekeeping CartsHelps Room Attendants work efficiently b/c it holds all cleaning supplies, equipment, guest room supplies and linensItems are often color-coded due to varying levels of knowledge of English languageCart has a small basket (caddie) for carrying all cleaning sprays, rags, etc.
23 Housekeeping CartsCosmetics and small amenities are usually stored on bottom to prevent guests from taking souvenirs!Carts also have a trash bag to collect room trash
24 Housekeeping Carts Laundry bag for collecting dirty linens Room Standards ChartsHousekeeping carts should be cleaned and sanitized at the end of each shiftCarts are refilled by night shift employees
25 Guest Supplies a/k/a Consumables Most properties supply:toilet paper, facial tissue, writing tablet and ink penToiletries - small bars of soap, small shampoo, hair conditioner, mouthwash, body lotion, shoe shine cloths, disposable shower caps are often provided by limited and full- service hotels
26 Consumables Beverage station -coffee, tea, bottled water & condiments City & Restaurant guidesHoly BibleBook of MormonTelevision menu
27 Non-Consumable Amenities Iron, ironing boardHair dryerAlarm clocksHousekeepers must checkirons to make sure they are empty!closets for laundry bagsTime on the alarm clock, must be w/i 5 mins of actual time
28 2 Most Frequently Stolen Things from a room!! Towels Ashtrays iPad Docking station/alarm clock
29 Problems??Since Room Attendants are in the guest rooms every day, they are responsible for noticing problems.Items left behind by guest should be brought back to Housekeeping Office. From there the item will go to Loss PreventionSupervisor must keep a log of when, where each item was found, description of item & its condition, name of finder, where it is stored
30 Problems??Room attendants check the rooms for damaged items or items that need repair.soiled, torn linensdamaged furniturebroken air conditioning/furnacebroken television or mini-fridgeleaky toilet or sinkburnt out lightbulbs
31 Blitz and RPMMarriott employs 2 housekeepers to Blitz and two to Rooms Preventative Maintenance (RPM)Blitz – deep clean the room top to bottom, move furniture to vacuum, shampoo carpets, etc.RPM – refresh paint, tub caulk, cover nicks in furniture, & make minor repairs to the room
32 Problems?? Room attendants must also report: missing furniture or other items- blankets, bathrobes, pictures, remotes, Bibles, etc.suspicious activity – large amounts of blood“Cooking equipment” either food or Methdiagrams and schematics of the propertybomb or incendiary device components
33 More problems!!Room attendants’ daily schedule has codes that indicate occupancy, vacancies, & out of order rooms. If a room is supposed to be occupied and appears vacant, the Executive Housekeeper must be called.Unfortunately guests sometimes “forget to check-out!” but with credit cards on file that are verified at check-in this is less of a problem
34 Limiting Guest AccessThe Room Attendant is responsible for making sure that no unauthorized people enter a guest room (prevents theft) or a physical attack of the Room AttendantStrangers must not be allowed to enter the room while they are workingOften the attendant will use the cart to block the open doorway while cleaning the roomEMERGENCY buttons are issued to Room Attendants!
35 What should a Room Attendant do? Question: A guest asks to be “let back into his room?” Answer: redirect the guest to the Front Desk to obtain a new key. Hopefully the Front Desk employee will verify the identity of the guest before issuing the key! OR Ask for the guest’s key and verify that it opens the room door before allowing guest to enter the room.
36 What should a Room Attendant do? A Do Not Disturb sign (DND) placed on door handle prevents Room Attendants from entering the room. After 24 hours, a message is left on guest’s phone explaining the DND prevented Housekeeping. After 3 days (72 hrs.) TX Innkeepers’ Law allows staff entry into room.
37 Turndown Service between 6 PM and 9 PM Housekeeping work that is performed in the eveningIncludes straightening up of the room, closing draperies and restocking the guests supplies
38 Turndown ServiceTurning down of the bedding or corner folding and placement of a cookie, chocolate, etc. on the pillowTurn on soft corner lightsPlace a “breakfast menu hanger” next to bed
39 Public Areas of the Hotel These areas must be clean and sanitary as well: hallways, lobby, restaurants, meeting rooms, banquet halls, lounges, Business Centers, business offices, and public restrooms Lobby Attendants, House-staff, Public-Area Housekeeper or clean these areas by vacuuming, dusting, sanitizing hand-rails, cleaning all glass surfaces, etc.
40 Time for a MovieWatch Ten Minute Trainer on HousekeepingYouTube:
41 Project Time DO NOT DISTURB HOUSEKEEPING REQUESTED Each student will create two room signs for guests to hang on their room door indicatingDO NOT DISTURBHOUSEKEEPING REQUESTEDA template is provided; hotel logo, simple artwork and your name are required on both signs!
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