Housekeeping Management Report

Swiss Hotel Management School 2011 Housekeeping Management Report Spring 2011
Housekeeping Management RD 201
Housekeeping Management Report

by Philipp Soldunov 2D Yaying Lee 2C Joy Lau 2C Alex Lai 2C Ankie Hau 2C
Lecturer: Khalida Al Azawi
25/03/11
1
Table of Contents
1. List of illustrations 2. Introduction 3. Objectives 4. The Role of Housekeeping Department 5. Recruitment and Training 6. Productivity Standard 7. Staffing Guide 8. Motivational techniques 9. Conclusion 10. Reference list 11. Appendices p. 3 p. 4 p. 5 p. 6 p. 7 p. 11 p. 12 p. 16 p. 18 p. 19 p. 20
List of illustrations
Organizational Chart of Housekeeping department Table 1 Staffing Guide for Room Attendant Table 2 Staffing Guide for Supervisors Table 3 Staffing Guide for Lobby Attendants Table 4 Staffing Guide for Housepersons Table 5 Staffing Guide for increased productivity standard p. 7 p. 13 p. 14 p. 15 p. 15 p. 16
Introduction
To begin with, our group would like to present the establishment, which we have chosen for this report: the hotel Les Jardins du Marais. It is four stars hotel, within the Group Plazza Boutiques Htels, which also consist of another hotel Patio Saint-Antoine (three stars), located in Paris, France nearby Place de Bastille. It is famous historical place, very important for French people. Hotel was established in 1985 and was known as Hotel Plazza Bastille, the hotel still keeps this name in official documents. After the opening of a second hotel, hotel administration was reorganized into group and hotel changed its name into how it is nowadays. The hotel facilities are very large, it consists of six buildings (which named after famous French artists such as Ravel, Gauguin and
(Andtor, 2006)
Rodin), 265 rooms in total. Also it has 10 conference rooms with capacity around 800 people. According to their website it is largest boutique hotel in the center of Paris. As four stars hotel it has its own restaurant with a la carte menu. To maintain daily work of the hotel more than 200 employees are involved. Les Jardins du Marais is not a part of a chain; it is independently owned and operated. Management structure is very wide; administration consists of many departments such as sales, marketing, housekeeping, food and beverage etc. On the top of organizational chart is CEO/General Manager. Hotel has a big variety of customers, mainly large tourist groups and conference groups that hold their meetings in the hotel. Also hotel is popular among leisure travelers.
(Les Jardins du Marais, 2009)
4
(2Bad, 2010)
Objectives
The role of the housekeeping department: The responsibilities of the Executive or Head Housekeeper within the Hotel; whose main job is direct the housekeeping staff and maintaining the cleanliness levels of the hotel. They can also handling the hiring, firing, and disciplinary actions. Job description of a room attendant: The job for a room attendant is examining job that satisfy the guests. Including hygienizing, using hoover, dusting, and filling up the supplies for the guestroom. Training the room attendants: Important in the responsibilities of the Executive Housekeeper, which includes 4 steps. First, set up a needs analysis. Secondly, build up the training programs. Thirdly, Present and start training. Fourthly, reviewing. Recruiting Employees: Two ways to recruit the employees: internal recruiting, and external recruiting. Which are recruit the employees from the inside the hotel or chain; and recruit applicants from the outside environment. Staffing guide Staffing guide is a tool for the Head Housekeeper to schedule and control the room attendants. Also including examples of calculating the staffing guide for 100% occupancy for room attendant, supervisors, and lobby attendants. Motivational techniques 7 ways for motivating room attendants. Including training classes, retrain annually for the old workers, promotion, staffing schedule, more employees activities, Benefits for the employees, and the employee of the month.
The Role of Housekeeping Department

In the housekeeping department, there are lots of employees, so how all the staffs could be managing? This will be the job for the Executive Housekeeper in the department. Les Jardins du Marais executive housekeepers main job are to direct and control housekeeping operations and staff of the housekeeping department and to maintain cleanliness levels in all areas of the property. During their work, they do not just take care of the day-to-day cleaning responsibilities. There are lots of different problems they have to take care of. If there is a problem arises within the housekeeping function, they will be the first defensive line of trying to solve the problem, they also have to give notice around the department to prevent the same problem occur. Not only do they handle all of the managerial responsibilities, but they may also be responsible for managing the budget for the department as well. They have to estimate expenses of the department for the upcoming year. They are a part of the management team and therefore must be able to provide assessments and updates on what is going on within the housekeeping department at all times. They handle all personnel issues in some capacity for the housekeeping function. They handle the hiring, firing, and disciplinary actions if they become necessary. The hotel executive housekeeper must maintain relationships with all of the employees within their department. They are responsible for their performance and therefore must be present often. In Les Jardins du Marais, the executive housekeeper has to plan and maintain the cleanliness levels carefully in our hotel, since our hotel is a four star hotel and it has a variety kind of guests. He has to keep up the brand image, in order of us to show the best side to the guests. The executive also have to create a good relationship with the worker, to motivate them to work. It is like an engine at the back of a car, keep on pushing them to perform their best at work. There will be also a meeting everyday to discuss any issue or any problem that have happen during the day, this will be a good opportunity between the executive housekeeper and the staff to increase their communication with each other. Every year, the executive housekeeper has to go over the working process for each staff, and do a staff evaluation on it, and this will help to improve every staff working effort and see what are the needs of the staff, to make them feel comfortable in working here. Also, at the end of the year, he also has to calculate on the expenses that the department has spent in the year, and also have to estimate of the expenses for next year, he has to work on calculating everything that will be use within the year, and see if anything they can cut down and try to use less of it, and help the hotel to increase in revenue.
Organizational Chart for Housekeeping department of Les Jardins du Marais:
Executive Housekeeper
Housekeeping Superivisor
Room Inspector
Room Attendant
Laundry Attendant
Recruitment and Training

Job Description of a room attendant A room attendants job is to examine every single job so closely as well as to see it that the factors can satisfy the guests, contributing to the factors standard for the guest service. They are responsible for the cleaning of the rooms by hygienizing, using hoover and dusting. Also to filling up the supplies in guest rooms. Here are the steps of how room attendants to clean the rooms: 1. Get and use the room assignment sheet that helps room attendants to understand what they have to do. 2. Get all the guest amenities that included the shampoo, conditioner, body lotion, etc. this depends on how long the guests are staying. 3. Get the cleaning supplies and keep the work areas and cart tidy and organized to get ready for cleaning the room. 4. Knock on the door, make sure there is no one in the room (Ask the guests when is a convenience time to do the house keeping if they are in the room) 5. Get in and prepare the room for cleaning. 6. Go into the bathroom; start to clean the tub, shower area, toilet, sink, vanity and the floor by using different cleaning agents and cloth. Make sure they are not messed up. 7. Begin to clean the guestroom closet, make the bed, dust the room, replenish all the supplies and amenities that have been used, wipe the windows, tracks and sills, use the hoover on the floor. Check the all the electronics, make sure they work and report the room status. 8. Exit the guestroom, make sure the door is closed. Correct all the cleaning problems the room attendant found during inspection and complete the end-of-shift duties. Turn the mattresses. 9. Set up/ remove the special guest service equipment and clean multi-room guest suites. 10. Dont forget to do the turndown service. There are 265 rooms in the hotel Les Jardins du Marais, which means the room attendants would have do routine duties in servicing and cleaning these over 265 rooms.
Training The executive housekeepers also have the responsibility to train the room attendants. Sometimes they are not very sure about how they could train the trainees in the best way. In this case, they need a framework for training. The Four-step training method does a very impelling training process. Step 1: Set up a needs analysis Preparation is indispensable for training successfully. Before started to train the room attendants, the executive housekeepers do re-examine the job analysis, like job knowledge, job descriptions, set up task list that was performed anterior to hire people for the position, and based on this job analysis, develop what training of the position should be. Step 2: Build up the training programs Realistically, new employees cant be expected to know/learn all the task of the position before the first working day. Training programs would be based on the job descriptions that I mentioned before. Step 3: Present and start training The hotel Les Jardins du Marais provided 4-day training. On the first day, the new employees are requested to attend the orientation for making sure they know the Les Jardins du Marais as well as the room divisions, (there are classic rooms, executive rooms, junior suites, junior suites executive, suite prestige and the presidential suite. Also the environment& facilities in the hotel, greet the department head although they will only be working in the housekeeping department. Give new employees their task list and the rules of the hotel. The executive housekeepers start training on the second day and third day. Before started training the new employees, the new room attendants would have to memorize the task list. Step 4: Review And the fourth day, the room attendants and the housekeepers should do a review. if they have any problems should ask the executive housekeepers as soon as possible so that they will understand all what they are going to go before start working.
Recruiting Employees Recruitment is the process of identifying and hiring best-qualified candidate for a job vacancy. The Executive housekeeper tasks during the recruiting employees have tasks such as initial interviewing, contacting applicants references, and related selection tasks. They will also personally interview the candidates they are willing to choose for the open positions in the department. Internal recruitment is hiring employees from the inside the hotel, different department or chain hotels. This is a good way to find out the manager or supervisor who is good at something. The employees can also improve their knowledge in the new department. And external recruitment is to hire only employees from outside of the hotel, for part-time, full-time and internship. When to hire the new employees, executive housekeepers evaluate the skills, abilities, and flexibilities of them Internal recruiting: Consider how to recruit the employees from the inside the hotel or chain. 1. Post the recruitment at the announce board, using internal e-mail, tell them the job description see if there is any employees interested. 2. There is good way of internal recruitment, which is Employee referral program. External recruiting: How to recruit applicants from the outside environment 1. School, other hotels, and also word to mouth. There is good benefit to do the external recruitment because some new idea, and blood will come from the new employee, and all of the new staffs have more potential and passion, so it will be good influence for the existing employees. External recruitment also has many ways of the recruitment. 2. Managers will visit the large international population school and collages to find the new internship or fulltime job employee. Managers can also use the advertisement, magazine, own website, and employment agency to announce the external recruitment.
10
Schedule that the Les Jardins du Marais uses Morning: 9 AM started to clean the rooms (about 23 mins per room). Have 15 mins break after cleaning 4 rooms, tell the supervisor before taking break. Start cleaning rooms again until lunch.
Afternoon: Have lunch after providing cleaning for 3-4 rooms, which is about 1pm. Start working again till 5:30pm. Each room attendant can have 30mins break within the afternoon duties.
Each of the employees got 2 days off a week. Their days off are very flexible which employees can choose which date they do want to have a day off by communicating with the supervisors.
11
Productivity Standard
Information that was provided by Housekeeping Department of hotel Les Jardins du Marais states: Approximate time for one room cleaning is 23 minutes Standard day shift of room attendant is 8.5 hours, which equals 510 minutes Beginning of shift duties is 15 minutes Morning break 15 minutes Afternoon break 30 minutes End of shift duties 15 minutes Using this information it is possible determine the time available for guestroom cleaning: 510 (15 x 3) 30 = 435 minutes After time available for guestroom cleaning is determined, productivity standard will be: 435 minutes / 23 minutes 19 guestrooms per shift
12
Staffing Guide
The Staffing Guide is a tool which helps to schedule and control employees. It serves to Head Housekeeper to determine Total Labor hours, the number of employees. It estimates expense that will be spent for housekeeping operations. Room attendant Example of calculating the Staffing guide for 100% occupancy for room attendant: 23 / 60 = 0.38 Productivity Standard for Staffing guide Number of rooms in hotel - 265 Occupied - 265 / 100% = 265 rooms Labor hours needed = 265 x 0.38 = 100.7 hours Number of rooms cleaned per shift = 19 Number of employees need for day = 265 / 19 = 13.9 (Rounded to 14) Total Labor Cost = 100.7 x 10.40 = 1047.28 CHF Using following example, it is possible to calculate staffing guide for all required occupancy levels. It is presented as table: Occupancy Productivity standard Labor hours Rooms to clean Number of employees Expense (CHF) 100 % 0.38 100.7 265 14 1047.28 85 % 0.38 85.6 225 12 890.24 50 % 0.38 50.4 132 7 524.16 95 % 0.38 95.7 252 13 995.28 60 % 0.38 60.4 159 8 628.16 67 % 0.38 67.6 178 9 703.04 58 % 0.38 58.5 154 8 608.4 77 % 0.38 74.8 197 10 777.92
13
Staffing guides for other positions: Supervisors: The following staffing guide is calculated with the expectation that one supervisor is needed for 44 rooms and standard shift is 8.5 hours. Example of calculating the Staffing guide for 100% occupancy for supervisors: 8.5 / 44 = 0.19 Productivity Standard for Staffing guide Number of rooms in hotel - 265 Occupied - 265 / 100% = 265 rooms Labor hours needed = 265 x 0.19 = 50.4 hours Number of employees need for day = 50.4 / 8.5 = 5.9 (Rounded to 6) Total Labor Cost = 50.4 x 15.20 = 766.08 CHF Occupancy Productivity standard Labor hours Number of employees Expense (CHF) 100 % 0.19 50.4 6 766.08 85 % 0.19 42.7 5 50 % 0.19 25.1 3 95 % 0.19 47.9 6 60 % 0.19 30.2 4 67 % 0.19 33.8 4 58 % 0.19 29.3 3 445.36 77 % 0.19 37.4 4 568.48
649.04 381.52 728.08 459.04 513.76
Lobby attendants: The following staffing guide is calculated with the expectation that hotel has 6 buildings with tiled-floor lobbies; one lobby attendant is needed for 2 floors.
14
Example of calculating the Staffing guide for lobby attendants: 8.5 / 2 = 4.25 Productivity Standard for Staffing Guide Number of Lobbies 6 Labor hours needed = 6 x 4.25 = 25.5 Number of employees need for day = 25.5 / 8.5 = 3 Total Labor Cost = 244.80 CHF Productivity standard Labor hours Number of employees Expense (CHF) 4.25 25.5 3 244.80
House persons: The following staffing guide is calculated with the expectation that hotel has 3402 m2 of facilities that has to be cleaned daily by house persons including parking, garden, restrooms and corridors; one house person is needed for 300 m2. 8.5 / 500 m2 = 0.02 Productivity Standard for Staffing Guide Area of work 3402 m2 Labor hours needed = 3402 m2 x 0.02 = 68.04 Number of employees need for day = 68 / 8.5 = 8 Total Labor Cost = 68 x 11.60 CHF = 788.80 CHF Productivity standard Labor hours Number of employees Expense (CHF) 0.02 68 8 788.80
15
If productivity standard will be increased by 5 minutes labor cost for room attendant will be: Occupancy Productivity standard Labor hours Rooms to clean Number of employees Expense (CHF) 100 % 0.3 79.5 265 11 85 % 0.3 67.5 225 9 50 % 0.3 39.6 132 6 95 % 0.3 75.6 252 11 60 % 0.3 47.7 159 8 67 % 0.3 53.4 178 9 58 % 0.3 46.2 154 8 480.48 77 % 0.3 59.1 197 10 614.64
826.80 702.00 411.84 786.24 496.08 555.36
In general solutions that manager can take for minimize salaries can be various. First of all, hardest way will be change contracts for room attendants. It is hard because need to wait till next financial year to actually break old contracts and make new ones. And probably employees will be against that. Next solution, most possible, can be to give employees more days off. According to estimated Staffing Guide it is possible to leave on shift only exact amount of room attendants that actually needed for cleaning room regarding to occupancy. Rest of employees can enjoy their free time. That can prevent overspending of hotels budget, and forward it only on necessary expenses. And one more solution that manager can take is to train his staff to improve productivity standard so that will decrease time for cleaning one room, and less amount of room attendants can clean bigger amount of rooms.
16
Motivational techniques
Motivate the employees is very important to every department, housekeeping department is not an exception. When the guest just arrived in the hotel, their first impression is the cleanness and the level of tidy of the front of hotel and the lobby; therefore, the housekeeping department has a very important position in the hotel. By motivating the workers, they will improve their work and the stander of the hotel. The following are the ways to improve the workers stander and the ways to motivated them to achieve the highest level of their job. Training classes By achieving the higher quality of the workers, the hotel has to provide training class for the new workers. Every hotel has different standers for the quality of different hotel rooms; therefore, hotel has to train the new workers until they can achieve the best quality. For example, before the new workers start they work, they have to attend at least one or two weeks housekeeping classes, in order to be qualified for the stander. Retrain annually for the old workers After long times working in the department, the workers will be more relax and their attitude for achieving the high quality will not be as well as high when their just start the job. By retraining they annually will improve their work. For example, having retrain class for no more than one week for the workers once a year. Promotion Due to the housekeeping department have very heavy works in the hotel; therefore, workers in this department will leave when they cannot hander the job anymore. Many new workers will join this department; therefore, for the old workers in this department can have many promoting opportunities. For example, have promotion once after one worker leaves their job, the workers still in hotel will achieve their best quality for having the promotion. Staffs working schedule Housekeeping is one of the hardest departments in the hotel; therefore, workers in this department will need more time off. Workers in this department need more vacation period, e.g. In the hotel there are just 20 days of paid vacation holiday, but that it is not enough to satisfy the employee because they have massive workload, so we will increase their holiday for one more week to 27 days, to let the employee feel that they are treated by the hotel fairly, and also let them fell their importance in the company.
17
Employees Activities To hold employees activities, in order to increase the communication between the employees. E.g. during Chinese New Year, Easter, Christmas, we will hold outdoor activity, such as hiking, cycling, barbeque etc. Within the activity, we can also play some game, for the employees to increase their communication within each other and also increase their team work ability. Furthermore, during communication, manager can also know the needs of the employee and try their best to co-operate the staff and let them know the importance within the organization. Benefits for the employees One of the ways to motivating the employees is proved more benefits for them. For example, proved insurances, transports benefits, health benefit for the workers, that they will be more grateful and having more emotion to work harder and achieve the best. Employee of the Month To encourage the employee to provide the best quality of service to the guest, the hotel will set up an award of Employee of the Month. The employee will be awarded will a certificate, and also be awarded with shopping coupons. This will be recognition to the employee effort, and this can also affect the other employee try to achieve the award.
18
Conclusion
During our detail research on our hotel Les Jardins du Marais; we have a deeper knowledge of the housekeeping department. We know more about: The responsibilities of the executive housekeeper, whose main job are to direct and control housekeeping operations and staff of the housekeeping department and to maintain cleanliness levels in all areas of the property Recruiting process within Housekeeping department: Internal & External The productivity standard for a room attendant: 19 guestrooms per shift The purpose of Staffing Guide, a tool which helps to schedule and control employees Motivation techniques: 1. Training classes 2. Retrain annually for the old workers 3. Promotion 4. Staffs working schedule 5. Employees Activities 6. Benefits 7. Employee of the month
19
Reference List
Andtor (2006) Paris: Hotel Les Jardins du Marais. [Online image] Flickr, USA. Available from:< http://farm5.static.flickr.com/4050/4276475192_9c4c9dda49.jpg> [Accessed 24th March, 2011] 2Bad (2010) Orange iPhone. [Online image] 2Bad.ru, Russia. Available from:< http://2bad.ru/wpcontent/uploads/2007/10/paris05day7017small.jpg> [Accessed 24th March, 2011] Les Jardins du Marais (2009) Les Jardins du Marais: Blog. [Online image] Blogspot, USA. Available from:<http://3.bp.blogspot.com/_zHeKCxIjMa8/SnsuKKP5b3I/AAAAAAAAAeQ/3ZXbhiVbvtw/S660/Les_Jardi ns_du_Marais.jpg> [Accessed 24th March, 2011]
20
Appendices
In order to complete this report our team had several meetings: 11th March 2011 All group members are present, organization of work were discussed 15th March 2011 - All group members are present, brainstorming results were reviewed 24th March 2011 - All group members are present, final adjustments to the text were made
Group Members Attendance at meetings Contribution to discussions Contribution to research Meeting deadlines Contribution to final report Final
Philipp Soldunov 5 5 5 5 5 25
Alexander Lai 5 5 5 5 5 25
Yaying Lee 5 5 5 5 5 25
Ankie Hau 5 5 5 5 5 25
Joy Lau 5 5 5 5 5 25
21

Housekeeping Management Report

Caricato da

Informazioni sul documento

Descrizione originale:

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

Housekeeping Management Report

Caricato da

Copyright:

Formati disponibili

Swiss Hotel Management School 2011 Housekeeping Management Report Spring 2011

Housekeeping Management RD 201

Housekeeping Management Report

Lecturer: Khalida Al Azawi

(Les Jardins du Marais, 2009)

The Role of Housekeeping Department

Organizational Chart for Housekeeping department of Les Jardins du Marais:

Recruitment and Training

649.04 381.52 728.08 459.04 513.76

826.80 702.00 411.84 786.24 496.08 555.36

Potrebbero piacerti anche