The Hospitality Series 3: Housekeeping by Valarie Pozen Summer 2000 - PowerPoint PPT Presentation

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The Hospitality Series 3: Housekeeping by Valarie Pozen Summer 2000

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The Hospitality Series 3: Housekeeping by Valarie Pozen Summer 2000 The housekeeping department can make or break a lodging property. Guests want and demand clean rooms. – PowerPoint PPT presentation

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Title: The Hospitality Series 3: Housekeeping by Valarie Pozen Summer 2000


1
The Hospitality Series3 Housekeepingby
Valarie PozenSummer 2000
2
The housekeeping department can make or break a
lodging property.
  • Guests want and demand clean rooms. A guest can
    be treated like royalty and have an excellent
    stay, but if the room was not vacuumed, they were
    not happy.

3
Unhappy guests means less return revenue for
property
  • The guest in unlikely to return.
  • The guest will spread the word to
    friends/coworkers.

4
Housekeeping Department
  • Functions
  • Job Requirements
  • Personality Characteristics
  • Dress Code
  • Department Lingo
  • Evaluation
  • Wages

5
Functions
  • Clean/inspect guestrooms
  • Clean/inspect public areas of hotel
  • Assist guests with special requests
  • Communicate room status, needed repairs, security
    issues

6
Job Requirements
  • No formal education
  • Full/part time positions available
  • Majority of positions are days6a-3p
  • Physical labor
  • On your feet and light lifting
  • Able to work with others, but primarily you work
    alone
  • Communication skills

7
Personality Characteristics
  • Attention to detail
  • Self motivated
  • Hard working
  • Honest

8
Dress Code
  • Uniforms are almost always supplied.
  • Rubber soled shoes
  • Hair tied back
  • Neatly groomed

9
(No Transcript)
10
Department Reports
  • Status Report
  • This daily report is developed by the HK
    department.
  • It indicates the status of every room in the
    hotel clean, on-charge, out-of-order.
  • Room attendants update status report immediately
    upon finishing a room by calling it in on the
    telephone. (larger properties)

11
Department Reports
  • Occupancy Report
  • This daily report is compiled by the front office
    to be used by housekeeping.
  • It indicates the occupancy status of each room.
  • A stay-over means the current guest will be
    staying another night.
  • Turning a room over means that the room must be
    prepared for a new guest.

12
Department Lingo
  • Occupied
  • Room is currently being used.
  • Vacant
  • Room is not being used.
  • On-Charge
  • Room is empty, but it has not been cleaned.
  • Out-of-order
  • Room is not suitable for guests. It needs
    repair.

13
More Lingo
  • Turn-over
  • Room needs to be cleaned for new guests. The
    previous guests are checking out.
  • Block the room
  • Housekeepers block the door to a guest room with
    their cart while it is being cleaned. This
    security/safety tactic prevents others from
    entering the room.

14
Lingo continued
  • Quota
  • The daily number of rooms each attendant must
    clean.
  • Lock Interrogation (only w/key cards)
  • Security can read a lock to determine which
    keys were used to enter a room and what time they
    were used. This can implicate or exonerate an
    associate when theft accusations are made.

15
Evaluation
  • Inspections
  • Rooms are regularly inspected and room attendants
    are given a scoreusually out of 100.
  • Attendants must maintain a designated average to
    keep their job.
  • Attendance
  • Communication between and within department

16
Wages
  • Hourly
  • entry level in Chicago suburbs is approximately
    7.50/hour.
  • Attendants can buy extra rooms. When there are
    discrepancies or staff is absent, attendants can
    clean extra room for extra pay.

17
Wages continued
  • Inspectors
  • Room inspectors have additional responsibilities
    and management duties.
  • They are hourly employees, but at a higher rate.
  • Managers
  • Managers at larger properties are salaried
    employees.
  • Managers at smaller properties may be hourly, but
    at a higer rate.
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