HPC 103 - UNIT 2.pdf

HISTORY AND EVOLUTION OF LODGING Desiree Anne Lumba-Olimpo, CGSP, MBA  ST. JULIAN THE HOSPITALLER “The Poor Man or Julian the Poor” Patron Saint of Innkeepers and Travelers January 29  HISTORY OF LODGING 500 BC Ø Ancient Cities (Corinth, Greece) had establishmen...

HISTORY AND EVOLUTION OF LODGING Desiree Anne Lumba-Olimpo, CGSP, MBA  ST. JULIAN THE HOSPITALLER “The Poor Man or Julian the Poor” Patron Saint of Innkeepers and Travelers January 29  HISTORY OF LODGING 500 BC Ø Ancient Cities (Corinth, Greece) had establishments that offered food & drinks to travelers  HISTORY OF LODGING 707 AD Ø Nisiyama Onsen Keiunkan, Yamanashi Ø Guinness book of World Record  HISTORY OF LODGING MIDDLE AGES Ø Highway Inns Ø A questionable reputation Ø Robberies of Travelers are common  HISTORY OF LODGING 17TH CENTURY Ø Private inns were well established Ø Reputation was improved Ø Rooms for short and long staying guest  HISTORY OF LODGING 18TH CENTURY - GRAND TOUR Ø Golden age of travel Ø France, Italy, Germany, Austria, Switzerland and Ireland  HISTORY OF LODGING 1794 - CITY HOTEL Ø New York’s first hotel was a 5-storey building with137- room Ø Offered facilities for Public Dining and Dancing  HISTORY OF LODGING 1829 - TREMONT HOUSE Ø 1st modern American Hotel designed by Isaiah Rogers Ø Contributions: 1st hotel to have bell persons Front desk employees Locks on bedroom doors Free soap Extensive plumbing facilities (indoor) “Ladies’ Ordinary”  HISTORY OF LODGING 1859 - FIFTH AVENUE HOTEL Ø Contributions: Ø Elevators were first introduced Ø Hotel Everette Located in Park Row, New York, was the 1st Hotel lit by electricity UNIT 2: THE HOUSEKEEPING DEPARTMENT Desiree Anne Lumba-Olimpo, CGSP, MBA  LEARNING OUTCOMES 1. Define Housekeeping, Quality Service, Attitude and Housekeeper 2. Identify the importance of Housekeeping 3. Describe the challenges of Quality Service and Attitude HOTEL DEPARTMENT HOTEL DEPARTMENT  ROOMS SIDE OF THE HOUSE Rooms Division is the heart of the hotel, notably responsible for the guest's first and last impression. The hotel functional departments are rooms division, food and beverage, accounting, human resources, engineering, and the sales/marketing and catering. All these depend on each other to come up with the best service and enormous amount of generated revenues.  ROOMS SIDE OF THE HOUSE The functional areas having a vital role in the success of a hotel's operation are composed of the following: ❖ Front Office ❖ Reservations ❖ Housekeeping ❖ Night Audit ❖ Loss Prevention/ Security Department WHAT IF? OR? WELCOME!  HOUSEKEEPING DEPARTMENT One of the most important department. Responsible for the immaculate care and upkeep of all guestrooms and public areas. A person has a sharp eye to detect things that are not quite right, have an excellent eye for details.  GOOD HOUSEKEEPING Guests feel comfortable Guests are satisfied Praise and gratuities Guests return Good word of mouth Employees are satisfied Employees are retained  BAD HOUSEKEEPING Guests feel uncomfortable Guests are unsatisfied Complaints and discounts Guests switch to other hotels Negative word of mouth Employees are unhappy Employees leave  HOUSEKEEPING DEPARTMENT Responsibility for the largest volume of area within the hotel. The largest department in the hotel. In most cases, has the largest departmental staff count in the hotel. Hard to attract skilled employees Hard to retain employees Hard to motivate employees  HOUSEKEEPING “Provision of clean, comfortable, safe & aesthetically appealing environment”. “Housekeeping is an operational department in a hotel, which is responsible for cleanliness, maintenance & aesthetic upkeep of rooms, public areas and the surroundings” It helps in creating “A home away from home” “Housekeeping is the customer’’s first impression and last impression” MAJOR FUNCTION MAJOR FUNCTION MAJOR FUNCTION ORGANIZATIONAL CHART COORDINATION WITH THE OTHER DEPARTMENTS HK & FO  KEY TERMS Night Shift: Occupancy Report - which lists rooms occupied than night and indicates guests who are expected to check-out the following day. (front desk agent) End of the Shift: Housekeeping status report - prepared by the housekeeping department, this report indicatesthe current housekeeping status of each room and is compared with the front office occupancy report, and any discrepancies brought to the attention of the front office manager. Room status discrepancy - is a situation in which the housekeeping department‘s description ofa room status differs from the room status information being used by the Front Desk to assignguestrooms. EXAMPLE HOUSEKEEPING TERMINOLOGIES CODE TERM OOO OUT OF ORDER DL DOULBE LOCKED CO CHECKED OUT OCC OCCUPIED COMP COMPLIMENTARY SO STAY OVER VC VACANT DIRTY DNCO DID NOT CHECK-OUT HOUSEKEEPING TERMINOLOGIES CODE TERM DND DO NOT DISTURB VCI VACANT CLEAN INSPECTED BLO BLOCKED NS NO SHOW MUR MAKE-UP ROOM TDS TURN DOWN SERVICE REF REFUSED SERVICE SL SLEEPING  TURN DOWN SERVICE Amenities include item such as: Close curtains or drapes Dims lights Folds down bed top sheet Replenishes towels, toiletries and stationary Places room service breakfast menu on guests‘ pillow Places complimentary mint or chocolate on the pillow or bottled water at the bedside Places disposable slippers beside the bed Empties rubbish bins  AMENITIES FOR VIP, REGULAR, RETURNING AND COMPLAINT GUEST Amenities include items such as: Fruit basket Cheese board Bottle of wine or champagne Chocolates Fresh flowers **Amenities are normally commissioned by the Guest Relations or Sales Executive and delivered to the room by the Room Service Department HK & F&B HK & MAINTENANCE HK & SECURITY HK & SALES AND MARKETING HK & LEISURE AND RECREATION HK & ADMINISTRATION  QUALITY SERVICE Quality: the consistent delivery of products and services according to expected standards. Service: the process of helping guests by addressing their wants and needs with respect and dignity in a timely manner. IS QUALITY SERVICE CHALLENGING?  QUALITY SERVICE Delivering quality service means creating a memorable experience for every guest Understanding and anticipating each guest‘s wants and needs Meeting and exceeding every guest‘s expectations Helping associates fulfil our guests‘ wishes  GUIDELINES FOR EXCELLENCE Make eye contact and smile Welcome each and every guest Seek out guest contact Exceed guest expectation Display appropriate body language at all time Provide immediate service recovery Thanks each and every guest  BASIS OF PROVIDING EXCELLENT LEVEL OF CUSTOMER SERVICE IN HOUSEKEEPING In order to ensure the comfort and wellbeing of guests, housekeeping must develop good relationship with guests. 1. Good personal presentation 2. Greeting guests by name by known 3. Providing excellent service at all times 4. Not giving the guests the impression that serving their needs is a chore/imposition 5. Not rushing service delivery as and when it is required 6. Enquiring ―Is there anything else I can do for you?‖ 7. Finishing service delivery with appositive statement: ―It‘s been a pleasure‖ 8. Providing information to guest (about the property, the local area, tourist attractions, transport, local customers, currency etc)  HANDLING GUEST COMPLAINTS 1. Watch for signs of discontent a. Always watch for signs of discontent. b. Try to identify situations before they turn into complaints. 2. Handle the situation a. Listen carefully to the guest and try to get as many details as possible. b. Apologize without admitting fault. Do not make excuses or blame others. c. Never argue or disagree with the guest. d. Keep calm. Do not take it personally. 3. Solve the problem a. Try to rectify the situation. Call your supervisor for assistance. If necessary. b. Offer alternatives. Do not offer something that you cannot deliver. 4. Close the interaction on a friendly note a. Thank the guest for bringing the matter to your attention. 5. Record the complaint a. Make sure that your supervisor is aware of the situation, so it can be properly noted.  REMEMBER “ Delivering quality service is not part of our job - it is our job.  IMPORTANCE OF HOUSEKEEPING IN THE INDUSTRY 1. Housekeeping establishes a hotel's reputation for cleanliness and quality. 2. It is vital to have a strong housekeeping department in the hotel industry, for the guests' health, safety and comfort. 3. The standard plays an important role in the reputation of the hotels. 4. Reducing waste and reducing the environmental impact of the hotel industry can bedone through housekeeping. 5. The guest satisfaction is its primary object and the hygiene factor must always be present in the hotel. THOUGHT TO PONDER  POST ACTIVITY 1/4 Sheet of pad paper Class No., Name, Subject code and section Answer the question comprehensively: Rubrics: Content - 10 Integration of Knowledge - 10 Writing and Spelling - 5 Explain: Do you think that housekeeping is responsible for the guest's first and last impression? Yes/No. Why?