Housekeeping Management - Frank Höchsmann - ebook

Housekeeping Management ebook

Frank Höchsmann

0,0

Opis

What is our intention with the book? Imparting knowledge and experience in step with actual practice and future trends to everybody concerned with housekeeping and managing procedures for housekeeping. Reading the book you will find answers to these questions: What is the farsighted housekeepers knowledge on guests expectations and trends? How to optimize the housekeeping department with regard to permanent cost pressure? When is a room considered clean and tidy? How to handle the building equipment and appliances and how to set up an adequate maintenance plan? How to organize efficient and environmental opera-tions for the hotel laundry? How can an ABC or Ishikawa failure analysis help to improve quality? What to do to operate the hotel environmentally? With the information of the book, I wish to sensitize professionals and managers from tourism, hotel CEOs, executive officers and managers, supervisors, room division managers, trainees, students and career changers for ambitious housekeeping.

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Dear housekeepers, managers and others concerned,

the book in your hand represents our experience from 50 hotels working with our quality standards and processes - You made a good choice.

What is our intention with the book?

Imparting knowledge and experience in step with actual practice and future trends to everybody concerned with housekeeping and managing procedures for housekeeping.

Reading the book you’ll find answers to these questions:

What is the farsighted housekeeper’s knowledge on guest’s expectations and trends?

How to optimize the housekeeping department with regard to permanent cost pressure?

When is a room considered clean and tidy?

How to handle the building equipment and appliances and how to set up an adequate maintenance plan?

How to organize efficient and environmental operations for the hotel laundry?

How can an ABC or Ishikawa failure analysis help to improve quality?

What to do to operate the hotel environmentally?

With the information of the book, I wish to sensitize professionals and managers from tourism, hotel CEOs, executive officers and managers, supervisors, room division managers, trainees, students and career changers for ambitious housekeeping.

Berlin, August 16th, 2018.

Table of Contents

0.

Preface

0.1. What is our intention with the book?

0.2. Who is the information for?

Guest’s expectations & hotel trends

1.1. Guest’s expectations of service quality

1.2. Guest’s expectations in case of complaints

1.3. Hotel trends and their consequences

Housekeeping Management

2.1. Optimal organization of housekeeping department

2.1.1. Typical housekeeping organization chart

2.1.2. Example organization chart of a 3-4 star hotel

2.2. Efficient Personnel Management/ Manpower Planning

2.2.1. (Self-) Assessment for Housekeeping Managers

2.2.2. Questionnaire job interview with assessment

2.2.3. Questionnaire / assessment for HSK personnel

2.2.4. Feedback talk

2.2.5. Checklist for housekeeping activities

2.2.6. Arrangements for duty-rosters

2.2.7. Staffing Level Calculation with Magic „FORMULA“

2.3. Budgeting and Controlling in Housekeeping

2.3.1. Calculating number of room attendants

2.3.2. Forecasting per month

2.3.3. Composition of personnel cost

2.4. Quality standards and Quality assurance

2.4.1. Quality management & Quality standards

2.4.2. Quality Assurance

2.4.3. Checklist Housekeeping Conduct

Cleaning Public Rooms

3.1. Cleaning of Public Rooms

3.1.1. Preparing works

3.1.2. Cleaning of Public Rooms

3.2. Example Cleaning Procedure for Public Rooms

3.3. Procedure daily cleaning

3.4. Check List Gastronomic Rooms

3.5. Checklist for duties

Cleaning Rooms and Bathrooms

4.1. Housekeeping conduct

4.2. Cleaning a room after departure

4.3. Cleaning a Stayover Room

4.4. Particularities

4.5. Room check list

4.6. Bathroom checklist

4.7 Example: Deep Cleaning

Technical department and maintenance

5.1. Work flow: Technical department daily report

5.2. Work instruction: Daily walkabout building

5.3. Check list: Checking electrical equipment

5.4. Check list: Room check

5.5. Check list: bicycle check

5.6. Checklist Summer / Winter work

5.7. Maintenance and Care Plan

Laundry Operations

6.1. Tasks of Laundry Attendant

6.2. Laundry Room

6.3. Laundry Stocktake / Office Laundry

Job Descriptions

7.1. Job Description Housekeeper

7.2. Job Description Professional Cleaner

7.3. Job Description Company Technician

7.4. Job Description Gardener

Tips and Recommendations

8.1. Failure Analyses with ABC and Pareto Method

8.2. Failure analysis with Ishikawa / “Fishbone” method

8.3. Service quality from Hotel Guest‘s View

8.4. Cleaning and housekeeping tipps

8.5. Considerations for Environmental Protection

8.6. Questionnaires

8.6.1. Self assessment on motivation

8.6.2. Measuring employee satisfaction

8.6.3. Satisfaction of training participants

HOTQUA

9.1. Our offers

9.2. HOTQUA Webinars and Workshops

0. Preface

Welcome to our practically tested and ISO standard accordant concept for Housekeeping Management 2030. All the contents can be used for training. On the other hand, it can serve as templates to determine individual housekeeping standards and implement them quick and professional.

0.1. What is our intention with the book?

Disseminating knowledge and experience in step with actual practice and future trends to everybody concerned with housekeeping and managing procedures for housekeeping. Reading the book you’ll find answers to these questions:

What is the farsighted housekeeper’s knowledge on guest’s expectations and trends?

How to optimize the housekeeping department with regard to permanent cost pressure?

When is a room considered clean and tidy?

How to handle the building equipment and appliances and how to set up an adequate maintenance plan?

How to organize efficient and environmental operations for the hotel laundry?

How can an ABC or Ishikawa failure analysis help to improve quality?

What to do to operate the hotel environmental?

0.2. Who is the information for?

Our target group is housekeeping professionals & managers, hotel executive officers and CEOs, housekeeping supervisors, room division managers, trainees, students and housekeeping career changers.

With best wishes for success!

Martha & Frank Höchsmann Berlin, August 16th, 2018

1. Guest’s expectations & hotel trends

1.1. Guest’s expectations of service quality

Guests have particular expectations of the hotel they booked. They base on their own travel experience, information from internet and recommendations of friends, colleagues and / or family.

Frequent deficiencies found in hotel rooms:

The room’s air is staled or

The room’s air still has the previous guest’s odor

Defect lighting,

Outdated TV magazine,

Dusty door case or picture frame,

Note pad shows marks of previous guest,

Dinks and snacks expired,

Hotel directory / hotel service list incomplete,

Too few hangers,

Too many / too large furniture in the room,

Colours don’t harmonize.

Frequent deficiencies found in bath rooms:

Poor lighting,

Humid or caustic odor from cleaning agents,

Leaking taps,

Low quality accessories,

Towels too small or not soft,

Hairdryer blowing too strong,

Mirrors fog up and

Slippery floor tiles.

Guest’s expectations regarding rooms

Absolutely clean and safe,

Feeling of wellbeing from the first moment,

Welcome from hotel management (letter, TV, phone call),

Fresh flowers /fruit basket, maybe a welcome drink on the hotel,

Electric /electronic equipment simple to operate and smoothly working,

For Europeans: Simple to open or hopper window,

For Americans: reception / front office phone call asking for an ok or more wishes, approx. 20 min. after showing guest to the room

Walk-in or lit wardrobe.

Guest‘s expectations regarding bathrooms

Bidet,

W.C. separate from bathrooms,

Maximum cleanliness,

Safety: skid-proof floor, easy to handle bathroom fittings, bathtub with overfill protection, rounded corners, partition panels of break-proof material, well isolated plug sockets,

Mirrors don’t fog up,

Shower separate from bathtub,

Pre-heated towels or bathrobe in winter.

1.2. Guest’s expectations in case of complaints

Guest’s expectations increase with the number of the hotel’s stars.

Guests expect in case of justified or unjustified complaints and reclamations:

Honesty & generosity in case of any dissatisfaction with rooms and bathrooms.

Honesty is especially helpful in case of reclamations It is expected. Generosity is expected from the hotel, also.

Pay particular attention: Guests expect goodwill in case of unjustified reclamations also. Be generally generous, as at the time of complaint you cannot definitely estimate whether the guest is right.

Availability

In Hotel business guests expect a „24/7“-availability. You have to ensure it.

Pay particular attention: For guests staying at the hotel, availability has to be ensured around the clock. For (major) customers, e.g. event managers, office hours will do to contact the hotel.

Professional competence

Guests with complaints expect professional competence. It has the same importance for them as the immediate availability.

Pay particular attention: Should the problem be beyond your competence or knowledge, inform the guest and look for proper solutions. Be honest!

Kindness

In case of complaints and reclamations always treat the guest friendly. Don’t exaggerate this kindness as this has a provocation effect.

Pay particular attention: Personal insults should not lessen your friendliness. Friendliness is infectious (unfriendliness, unfortunately, also).

Interest and sympathy

Show interest and sympathy for all problems of the hotel’s guests.

Pay particular attention: Your attention towards guests has to be honest. Please don’t play act!

Solutions

Guests with complaints expect quick help and an acceptable solution.

Pay particular attention: Guests expect not only a quick but an uncomplicated solution, also.

Fast reaction

In case of reclamations, react fast and take care for a solution honestly. This way the guests feel taken serious.