1. Case Study Questions

2. Case Study 1. Housekeeping Success Tip (Wai Kai Au-Yeung, CHHE)
1. What do you understand by “continuous education”?
2. Benefits of “continuous education”?
3. Draw the “positive service-feedback cycle”

3. Case Study 2. Front Office Link to Housekeeping is Crucial
1. Rather than the seven points mentioned in the case, how else would you establish “excellent communication” between Front Office and Housekeeping?
2. What is a “show room”?
3. List the reports that could decrease the number of “room discrepancies” from the case.

4. Case Study 3. The Housekeeping Dilemma
1. Do you think, “numbers” are appropriate to measure productivity? If not, what do you suggest to measure the productivity?
2. What the do understand from the “meaningful measurement” term used in the case?
3. How do you challenge your room attendants to produce quality and therefore satisfy the guests?

5. Case Study 4. Housekeeping Success Tip Virginia Manso, CEH, CHHE
1. According to the case, what does motivate people? Give examples for each.
2. What is an “Incentive Program”? Give an example.
3. What are the benefits of the “Incentive Program” mentioned in the case?

6. Case Study 5. Inventory Systems Can Control Costs
1. In the case, how is the “number of items needed for the coming period” found?
2. Do you have any other suggestions to find the “number of items for the coming period”?
3. What is the main difference in these calculations (the ones on the 1st and 2nd question) as far as occupancy level is concerned?

7. Case Study 6. Payroll Dollars: Where do they go?
1. What are the two most frequent causes of “wasted payroll dollars” in housekeeping, mentioned in the case?
2. How do you prevent “wasting the payroll dollars”, suggest 5 ways to help control the “payroll expenses”?

8. Case Study 7. Reduce Accidents to Save Money
1. Why has organizations started to pay attention to “accidents”, according to the case?
2. According to the case, how would you decrease the cost of accidents?
3. According to the case, how would an organization “communicate the safety messages” to the employees?

9. Case Study 8 Reducing Expenses in Laundry Operations
1. According to the case, how do you reduce the expenses and take care of the safety in the HK?
2. According to the case, how do you reduce the labor expenses in the laundry?

10. Case Study 9 Ask Gail - Start of Day
1. According to the case, how do you avoid the mass in the HK in the mornings?
2. Can you suggest some other ways to avoid the mass in the HK in the mornings? (optional to answer)

11. Case Study 10 Practical
Demonstration for making a bed professionally. Emphasis is given to mitering the corners of the bed. For this purpose, the practice rooms in the STHM are used.