1. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. HOUSEKEEPING MANAGEMENT SECOND EDITION ︳ MATT A. CASADO

2. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. CHAPTER Main Concepts 10 Safety, Security and Infectious Diseases in Property Operations Safety in the Housekeeping Department Safety Training Programs Fire Prevention in Lodging Operations Security in Lodging Operations Employee and Guest Theft Minimizing Theft The Threat of Terrorism Fighting the Risk of Infectious Diseases Bed Bug Infestation Legionnaires’ Disease

3. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. SAFETY IN THE HOUSEKEEPING DEPARTMENT Three important reasons fire and accident prevention for employees and guests are important: 1.Legal: OSHA requires by law to keep places of business free from hazards that may cause harm or injury to employees. 2.Financial: The number of injuries that occur in the service sector costs companies billions of dollars annually. 3.Ethical: Employees and guests expect to find a safe place to work and stay.

4. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. SAFETY TRAINING PROGRAMS Property operations managers should institute safety-training programs to instruct employees in safe work practices. – NIOSH provides assistance to employers in the development of programs on safety standards and practices. – The purpose of safety committees is to prevent accidents from happening. – Having a CPR and first-aid-certified supervisor in the workplace is important.

5. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. FIRE PREVENTION IN LODGING OPERATIONS Fires in lodging properties are quite common. Fire-safety programs should consist of fire protection instruction, including fire drills. Fire safety programs should train employees in combating small, controllable fires, operating fire extinguishers, keeping fire exits free of any materials, evacuating the building in an orderly manner, and on how to notify guests of fire if asked to do so.

6. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. SECURITY IN LODGING OPERATIONS As with safety, there are legal, financial, and ethical reasons to keep guests, employees, and the company’s possessions secure. Employees should be trained to understand their security role. The department should train employees in emergency procedures in case of bomb threat or bomb explosion.

7. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. THEFT IN THE HOUSEKEEPING DEPARTMENT Estimates of employee theft are very high in the housekeeping department where wages are low and working conditions leave much to be desired. Housekeeping and engineering department employees have ample opportunities to steal from guests and from the company, particularly guest and cleaning supplies, linens, and tools. Cash-only guests and intruders can also rob the company of supplies and equipment.

8. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. MINIMIZING THEFT An effective way of controlling theft using bags, purses, and parcels is to implement a parcel-pass system. A key or card-key control system is an effective way of limiting access to guestrooms, floor closets, or storerooms. Section housekeepers should be instructed never to open a room to anyone claiming to have forgotten the key.

9. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. MINIMIZING THEFT (CONT.) Some recommendations to make guestrooms secure: – TV sets and appliances should be bolted down. – Guestroom doors should be fitted with deadbolts, chains, and peepholes. – The guests’ personal valuables can be protected by providing in-room safes. – Sliding glass doors on balconies should be provided with “charley bars” to prevent prying the door open from the outside.

10. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. THE THREAT OF TERRORISM Tactics used by terrorists can be bomb threats, suicide bombings, or hostage- taking. Lodging employees should be trained on what to do in case of a terrorist attack. In case of bomb threats, procedures to respond should be included in the property’s emergency plans.

11. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. FIGHTING THE RISK OF INFECTIOUS DISEASE The spread of pathogenic germs in lodging operations is common through direct contact or by cross contamination of microorganisms. Three kinds of microorganisms that may cause illnesses are: viruses, bacteria, and fungi. 1.Viruses can be fought by vacuuming carpets daily, wiping surfaces with cloths containing a germicidal, and having employees wash hands frequently. 2.Bacteria can be fought by keeping foods out of the danger zone, preventing cross-contamination, sanitation, disinfection, and sterilization of material.

12. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. FIGHTING THE RISK OF INFECTIOUS DISEASE (CONT.) 3. Fungi can be eliminated by keeping areas as dry as possible, using cleaning products that contain bleach, and getting rid of wet or damp areas. Guestroom glasses should be washed at high water temperatures, usually between 160 and 180 degrees F.

13. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. BEDBUG INFESTATIONS Bedbug infestations in lodging properties are becoming common in the U.S. and around the world. In case of infestation, operators of lodging properties should request the services of licensed professional companies. The use of impermeable mattress covers can prevent the spread of bedbugs into beds not yet infested.

14. Copyright © 2012 by John Wiley & Sons, Inc. All Rights Reserved. LEGIONNAIRES’ DISEASE Legionellosis is a potential infectious disease caused by aerobic bacteria that thrive in a temperature range of 25-45 degrees F. This pathogenic bacteria can be present in cooling towers and air-handling systems. To prevent outbreaks of legionellosis, water in cooling towers, humidifiers, fountains, and spas should be treated with germicidal products.