Chapter 3 Planning & Organizing 2024 PDF

Group 2 THE HOUSEKEEPING PROFESSION AND THE PRINCIPLES OF MANAGEMENT  GROUP MEMBERS BILLOTA, REMY JANE DIPAD, ALDRIN C OLAVARIO, SHERRIEL O. PADILLA, YAEL ROSE REYES, MADELENE S SABLAWON, MARY ROSE PLANNING The Housekeeping profession, a vital part of...

Group 2 THE HOUSEKEEPING PROFESSION AND THE PRINCIPLES OF MANAGEMENT  GROUP MEMBERS BILLOTA, REMY JANE DIPAD, ALDRIN C OLAVARIO, SHERRIEL O. PADILLA, YAEL ROSE REYES, MADELENE S SABLAWON, MARY ROSE PLANNING The Housekeeping profession, a vital part of the hospitality industry, relies heavily on effective planning to ensure guest satisfaction and maintain operational efficiency. This involves setting clear goals, developing strategies, and creating action plans to achieve desired outcomes. Planning should be undertaken in a systematic manner to ensure the achievement of established objectives By embracing a systematic approach to planning, housekeeping departments can ensure a smooth and successful operation, contributing to a positive guest experience and a thriving hospitality business. PLANNING LEARNING OBJECTIVES 1. Envision/plan for the housekeeping department such as: 2. Establishing where present courses will lead. 3. Determining desired results 3. Deciding how and when to achieve goals 4. Establishing priorities, sequence, and timing of steps 5. Allocating resources 6. Standardizing methods PLANNING 1. FORECASTING Forecasting is a technique that is used to help managers determine their accommodation's future demand and other key performance indicators. It involves analyzing historical data, market trends, and other relevant factors to estimate future demand and revenue. PLANNING Elements of Lodging Forecasting Historical Data: Analyzing past booking patterns, occupancy rates, and revenue trends provides a foundation for predicting future demand. Market Trends: Monitoring industry trends, competitor activities, and macroeconomic factors helps identify potential shifts in demand. Seasonality: Understanding seasonal fluctuations in travel patterns is crucial for accurate forecasting, especially in destinations with distinct high and low seasons. Events and Special Occasions: Accounting for major events, conferences, and holidays can significantly impact demand and require adjustments in forecasting models. Competitive Analysis: Monitoring competitor pricing and availability strategies helps assess market dynamics and adjust forecasting models accordingly. PLANNING SETTING OBJECTIVES Setting objectives is a crucial aspect of planning in the housekeeping profession. It provides a clear direction for the department, ensuring that everyone is working towards a shared vision and contributing to a positive guest experience. This response explores the significance of objective setting in housekeeping, drawing insights from the provided sources. PLANNING Why objectives matter in Housekeeping? Guest Satisfaction: Well-defined objectives ensure consistent high standards of cleanliness, leading to increased guest satisfaction and positive reviews. Operational Efficiency: Objectives help streamline cleaning operations, optimize resource allocation, and improve overall efficiency. Team Motivation: Clear and specific objectives motivate staff, boost engagement, and foster a sense of accomplishment. PLANNING F R A M E W O R K SPECIFIC MEASURABLE ACHIEVABLE RELEVANT TIME-BOUND Clearly define Establish Set realistic Align objectives Set deadlines what you want quantifiable goals within with your values, for achieving to achieve, metrics to track the project's interests, and each objective. avoiding vague progress and resources and larger objectives. desires. success. constraints. PLANNING 3. DEVELOPING STRATEGIES Developing strategies in the housekeeping profession is about creating a comprehensive plan that ensures a clean, safe, and welcoming environment. PLANNING 3. DEVELOPING STRATEGIES Communicate Environmentally Friendly Inventory Effectively Practices Management PLANNING 3. DEVELOPING STRATEGIES Task Assignment Staff Training Ensuring Client and Scheduling Satisfaction PLANNING 4. PROGRAMMING Programming refers to the strategic planning and implementation of activities, amenities, and services designed to enhance the guest experience and drive revenue. It encompasses a broad range of initiatives, from creating themed events and packages to managing guest entertainment and amenities. PLANNING ASPECTS OF PROGRAMMING Targeting the Right Audience: Understanding your ideal guest profile is crucial. Programming should cater to these specific needs and desires. Creating Unique Experience: Offer something special that sets your hotel apart from the competition. This could involve: Themed Events: Host special events like wine tastings, art exhibitions, live music performances, or cooking classes. Packages: Create attractive packages that combine room stays with activities, dining experiences, or spa treatments. Seasonal Promotions: Offer seasonal packages and specials to attract guests during specific periods. Unique Amenities: Provide unique amenities like rooftop gardens, swimming pools, fitness centers, or concierge services that enhance the guest experience. PLANNING ASPECTS OF PROGRAMMING Enhancing Guest Engagement: Programming should encourage interaction and engagement with your hotel and its surroundings: Guest Activities: Offer activities like guided tours, fitness classes, or outdoor excursions. Social Media Engagement: Use social media to promote events, share guest experiences, and encourage online interaction. Revenue Generation: Programming should be designed to generate revenue for the hotel: Pricing Strategies: Set prices for events, packages, and activities that are attractive to guests while maximizing profitability. Cross-Selling Opportunities: Promote other hotel services and amenities during events and activities. Flexibility and Adaptability: Be prepared to adjust programming based on guest feedback, market trends, and seasonal variations. PLANNING 5. BUDGETING FOR HOUSEKEEPING Budgeting is one of the most important planning activities of an Executive/Head Housekeeper. The front office department is mainly responsible for room sales and generating revenue. The housekeeping department forecasts the expenses required to generate the anticipated revenue. It is important that careful and efficient budgeting is done to control the operational expenses as well as to meet the financial goals of the hotel. PLANNING 6. SETTING PROCEDURES Housekeeping procedures are essential for maintaining a clean, safe, and efficient environment in any lodging establishment. They provide a framework for consistent cleaning practices, ensuring that all areas are adequately maintained and meet established standards. Guest Satisfaction Employee Safety Operational Efficiency Brand Reputation PLANNING Key Element of effective Procedures Scope of Housekeeping: Clearly define the areas covered by housekeeping procedures, including guest rooms, public areas, linen and laundry services, and employee uniforms. Cleaning Tasks: Outline specific cleaning tasks for each area, including frequency, methods, and required supplies. Standards: Establish clear standards for cleanliness and orderliness, ensuring consistency across all areas. PLANNING Key Element of effective Procedures Safety Procedures: Incorporate safety protocols for handling cleaning chemicals, operating equipment, and navigating different areas. Communication & Reporting: Define procedures for communicating with guests, reporting maintenance issues, and documenting cleaning activities. Training & Supervision: Ensure that all housekeeping staff are adequately trained on procedures and receive ongoing supervision to maintain consistency. PLANNING Implementing Effective Procedure Needs Assessment: Conduct a thorough assessment of the hotel's current housekeeping practices, identifying areas for improvement and determining the scope of required procedures. Procedure Development: Develop detailed procedures for each area and task, including task description, steps, supplies, safety precautions, and quality control. Documentation: Document all procedures in a clear and concise manner, using a consistent format and language. PLANNING Implementing Effective Procedure Training & Implementation: Train all housekeeping staff on the new procedures, ensuring they understand the rationale behind them. Monitoring & Evaluation: Regularly monitor the effectiveness of procedures, gather feedback from staff and guests, and make necessary adjustments to ensure continuous improvement. PLANNING 7. DEVELOPING POLICIES Developing comprehensive and effective policies is crucial for a successful housekeeping department. These policies serve as a guide for staff, ensuring consistency in service, maintaining high standards of cleanliness, and promoting a safe and efficient work environment. PLANNING Effective housekeeping policies should encompass a wide range of operational aspects to ensure a comprehensive and efficient system. These policies should provide detailed instructions for: Cleaning: This includes specific procedures for cleaning guest rooms, public areas, restrooms, and specialized areas like kitchens and laundry rooms. It should also outline the proper use of cleaning agents and waste disposal methods, as well as guidelines for handling hazardous materials. Linen and Laundry: Policies should cover the handling, storage, and laundering of linens, including procedures for linen reuse programs. Inventory Management: Policies should establish procedures for managing cleaning supplies, amenities, and equipment, including ordering, storage, and disposal. PLANNING Guest Requests: These policies should outline procedures for handling guest requests related to housekeeping, including room service, extra amenities, and special requests. They should also define standards for interacting with guests, responding to requests, and handling complaints. Safety and Emergency Procedures: Policies should provide clear guidelines for handling hazardous materials, responding to spills or accidents, and implementing emergency protocols. Employee Conduct and Dress Code: Policies should outline appropriate behavior, dress code, and communication protocols for housekeeping staff. Environmental Sustainability: Policies should promote eco-friendly cleaning practices, waste reduction, and energy conservation. ORGANIZING LEARNING OBJECTIVES 1. Draw an organizational chart 2. Justify the scope, relationship, responsibilities, authority of each member of the organization, qualifications for people in each position ORGANIZING Organizing: This involves structuring resources, assigning roles, and coordinating activities to achieve planned goals. In housekeeping, organizing involves creating a clear chain of command, establishing communication channels, and ensuring that staff have the necessary training and equipment. Establishing an ORGANIZATIONAL STRUCTURE Establishing an organizational structure is crucial to any organization for efficient operation, high cleanliness standards, and customer satisfaction. A well-defined structure helps in understanding roles and responsibilities.  Organizational Structure of a Housekeeping in a Large Hotel EXECUTIVE HOUSEKEEPER ASSISTANT HOUSEKEEPER LINEN/UNIFORM DESK CONTROL FLOOR NIGHT PUBLIC AREA HORTICULTURIST SUPERVISOR SUPERVISOR SUPERVISOR SUPERVISOR SUPERVISOR ROOM NIGHT ROOM TAILOR ATTENDANTS ATTENDANTS HEAD GARDENER UPHOLSTER HOUSEPERSON GARDENER ATTENDANTS HEAD CLOAK ROOM HOUSEPERSON ATTENDANTS FLORIST VALETS/RUNNERS HOUSEPERSON ASSISTANT FLORIST Organizational Structure of a Housekeeping in a Medium Hotel EXECUTIVE HOUSEKEEPER ASSISTANT HOUSEKEEPER FLOOR PUBLICAREA LINEN ROOM DESK SUPERVISOR SUPERVISOR SUPERVISOR CONTROL SUPERVISOR ROOM CLOAK ROOM LINEN & ATTENDANTS ATTENDANTS UNIFORM ATTENDANTS HOUSEPERSON HOUSEPERSON TAILORS Organizational Structure of a Housekeeping in a Small Hotel EXECUTIVE HOUSEKEEPER ROOM & DESK & LINEN PUBLIC AREA ROOM SUPERVISOR SUPERVISOR ATTENDANTS/ LINEN & HOUSEPERSON UNIFORM ATTENDANT TAILORS Delineating RELATIONSHIP 1. The relationship between housekeeping staff and guest 2. The relationship between housekeeping staff and management 3. The relationship between housekeeping staff themselves 4. The relationship between housekeeping and other departments ESTABLISHING POSITION QUALIFICATION No specific diploma is required, but a vocational certificate in hotel or cleanliness can be an advantage. Essential skills include mastery of cleaning techniques, a good knowledge of hygiene standards, and the ability to work quickly and efficiently. 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