Housekeeping Operations Ch 1 Flashcards

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Questions and Answers

What is the back of house?

Front office operations

Functional areas with little or no direct guest contact (correct)

Areas of the hotel with extensive guest contact

Hotel dining facilities

What is an economy hotel?

A hotel property that focuses on clean, comfortable, and inexpensive rooms.

What does front of house mean?

The functional areas of the hotel where employees have extensive guest contact.

What is a housekeeping status report?

A report that indicates the current housekeeping status of each room. Signup and view all the answers

What defines a luxury hotel?

A hotel that offers world-class service and upscale amenities. Signup and view all the answers

What is mid-market service?

A modest level of service appealing to a large segment of the traveling public. Signup and view all the answers

What is an occupancy report?

A report that lists the rooms occupied each night. Signup and view all the answers

What is the purpose of an organization chart?

To visually represent the divisions and their responsibilities. Signup and view all the answers

What is preventive maintenance?

A systematic approach to maintenance to control costs and prevent large problems. Signup and view all the answers

What is a revenue center?

An operating division that sells goods or services to generate revenue. Signup and view all the answers

What does a room rack do?

Summarizes the current status of all rooms in the hotel. Signup and view all the answers

What is a room status discrepancy?

When the housekeeping department's description of a room's status differs from that at the front desk. Signup and view all the answers

What activities are included in room maintenance?

General upkeep of the property that occurs regularly. Signup and view all the answers

What does scheduled maintenance involve?

Upkeep activities initiated through formal work orders. Signup and view all the answers

What is the function of a support center in a hotel?

A division that does not generate direct revenue but supports revenue centers. Signup and view all the answers

What is turndown service?

A service where a room attendant prepares the guestroom in the evening. Signup and view all the answers

What is world-class service?

A level of service emphasizing personal attention to guests. Signup and view all the answers

What are the three basic service-level categories of hotels?

Economy hotels, mid-service hotels, and luxury hotels. Signup and view all the answers

What is the important contribution of housekeeping to a property's sales effort?

Ensuring clean rooms to encourage repeat guests. Signup and view all the answers

Why are two-way communications necessary between the front desk and housekeeping?

To avoid room status discrepancies. Signup and view all the answers

What systems do the front desk and housekeeping use to track current room status?

Occupancy report and housekeeping status report. Signup and view all the answers

What is the ideal relationship between housekeeping and maintenance?

Cooperation to ensure rooms are well-maintained. Signup and view all the answers

What does hotel management do?

Guides operations and reports on overall results to the owner. Signup and view all the answers

Who does the executive housekeeper and front office manager report to?

The rooms division manager. Signup and view all the answers

Study Notes

Housekeeping Operations Overview

Back of House: Areas with minimal guest contact; includes engineering and maintenance functions.
Front of House: Areas with high guest interaction; encompasses food and beverage facilities and the front office.

Types of Hotels

Economy Hotel: Provides basic needs with clean, comfortable, and inexpensive rooms; appeals to budget-conscious guests.
Mid-Market Service Hotel: Offers modest yet sufficient service; includes amenities like uniformed service, airport limousines, specialty dining, and room service.
Luxury Hotel: Features world-class service, upscale dining options, elegant decor, concierge services, and luxurious meeting facilities.

Reports and Maintenance

Housekeeping Status Report: Tracks the current status of each room, based on physical inspections.
Occupancy Report: Prepared nightly, listing occupied rooms and guests expected to check out the next day.
Preventive Maintenance: Regular inspections and repairs aimed at preventing larger issues and controlling costs.
Scheduled Maintenance: Upkeep initiated via formal work orders for systematic property management.

Organizational Structure

Organization Chart: Visual representation illustrating relationships among positions and divisions of responsibility in the hotel.
Revenue Center: An operating division that generates revenue, such as the front office and food and beverage outlets.
Support Center: Departments that support revenue centers without generating direct income, including housekeeping, accounting, and maintenance.

Guest Services

Room Maintenance: Routine upkeep tasks that require minimal skills.
Turndown Service: Evening service by housekeeping to prepare rooms for the night.
World-Class Service: Focuses on personalized guest attention and abundant amenities.

Communication and Coordination

Room Status Discrepancy: A situation where the housekeeping department's room status does not align with the front desk's records.
Importance of Communication: Two-way communication between front desk and housekeeping is vital to avoid discrepancies and ensure smooth operations.

Hotel Management

Management Role: Responsible for guiding operational strategies and reporting results to hotel ownership.
Reporting Structure: Both the executive housekeeper and front office manager report to the rooms division manager.

General Insights

Housekeeping's Contribution: Ensures cleanliness to encourage repeat business from guests.
Hotel Divisions: Common divisions found in large hotels include engineering and maintenance, human resources, accounting, security, food and beverage, and sales and marketing.

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Description

Test your knowledge of key terms in hospitality management with these flashcards from Chapter 1 of Housekeeping Operations. Learn essential vocabulary such as 'Back of House' and 'Economy Hotel' to enhance your understanding of the industry's functional areas.