Hotel Management Operations and Record Keeping PDF

MANAGEMENT OF OPERATIONS AND RECORD KEEPING Group 2 - HPC 111 - BSHM 1A FIRST AID First aid is important in hotels because it helps to keep guests and staff safe and well. The initial assistance or treatment given to a casualty for any injury or sudden illness before the arrival of an ambula...

MANAGEMENT OF OPERATIONS AND RECORD KEEPING Group 2 - HPC 111 - BSHM 1A FIRST AID First aid is important in hotels because it helps to keep guests and staff safe and well. The initial assistance or treatment given to a casualty for any injury or sudden illness before the arrival of an ambulance, doctor, or other qualified persons  FIRST AID TRAINING Hotel staff should be trained in first aid to respond to emergencies like choking, burns, and cardiac events. First aid training can also help staff handle unexpected situations like slips, trips, falls, and head injuries  FIRST AID KIT A well-stocked first aid kit should be accessible and include essential items like bandages, gauze, adhesive tape, antiseptic wipes, and scissors. It should also include over-the-counter medications for common ailments, as well as emergency equipment like gloves, CPR masks, and instant cold packs. FIRST AIDER APPOINTMENT A person should be appointed to take charge if first aiders are temporarily absent  COMMON EMERGENCIES Choking Burns Cuts & Bruises Slips/Trips/Falls Cardiac Events CPR (Cardiopulmonary Resuscitation) SAFETY AND SECURITY PRINCIPLES Refers to foundational guidelines or concepts designed to protect individuals, property and data from harm, danger or threats. KEY SAFETY PRINCIPLES  1. PREVENTION 1. Refers to the actions or measures taken to stop something harmful or undesirable from happening. 2. RISK ASSESSMENT Regularly evaluating potential dangers and analyzing ways to reduce or control risk.  3. SAFETY TRAINING Educating individuals about safe practices, emergency procedures and correct use of tools and equipments. 4. EMERGENCY PREPAREDNESS Developinh clear plans for handling emergencies including evacuation, first aid and communication protocols.  SECURITY PRINCIPLES Are fundamental guidelines designed to protect systems, data, assets and individuals from threats, breaches or attacks. This ensure that information remain secure from unauthorized access, misuse or damage. KEY SECURITY PRINCIPLES  1. CONFIDENTIALITY Ensures that sensitive information is only accessible to those authorized to access it. 2. INTEGRITY Maintains the accuracy and reliability of data and systems by protecting them from unauthorized changes.  3. AVAILABILITY Ensures that information, systems and resources are available to authorized users when needed. This principles protects againts cyberattacks ensuring continous access to critical systems. RELATIONSHIPS OF HOUSEKEEPING WITH OTHER DEPARTMENTS The relationship of housekeeping with other departments is crucial for the efficient functioning of a hotel or hospitality establishment. Below are the key relationships between housekeeping and other departments:  1. FRONT OFFICE 1. Housekeeping provides the front office with updates on room status (clean, vacant, occupied, or out-of-service). The front office informs housekeeping of guest arrivals, departures, and special requests, allowing housekeeping to prioritize cleaning or preparing rooms.  2. ENGINEERING/MAINTENANCE Housekeeping reports any room maintenance issues, such as plumbing problems, electrical issues, or broken furniture, to the engineering or maintenance department for repairs. The two departments work together to ensure that rooms and public areas are in proper working order.  3. FOOD AND BEVERAGE (F&B) Housekeeping cleans public areas like dining rooms, kitchens, and banquet halls after events or meals. Housekeeping and F&B coordinate on handling room service trays, ensuring cleanliness and hygiene.  4. LAUNDRY DEPARTMENT Housekeeping relies on the laundry department for the timely cleaning of linens, towels, and staff uniforms. A strong relationship ensures that rooms are always stocked with clean and fresh linens for guests.  5. SECURITY Housekeeping staff help to ensure guest safety by reporting suspicious activities or security breaches to the security department. They also assist with lost and found items and ensure that rooms and public areas are secure.  6. HUMAN RESOURCES (HR) Housekeeping works closely with HR for recruiting, training, and scheduling staff. HR provides support in ensuring that housekeeping staff adhere to hygiene standards, customer service skills, and labor regulations.  7. PURCHASING AND INVENTORY Housekeeping depends on the purchasing department to provide necessary supplies such as cleaning products, toiletries, and room amenities. Purchasing ensures timely deliveries and maintains proper stock levels to meet housekeeping demands. These inter-departmental relationships are vital for maintaining cleanliness, comfort, and overall guest satisfaction in a hospitality setting. IMPORTANT FORMS MAINTAINED BY HOUSEKEEPING DEPARTMENT  CLEANING CHECKLIST Ensures that all areas are cleaned thoroughly and consustently.  INVENTORY FORMS Tracking supplies and equipments helps to manage costs and ensure availability.  MAINTENANCE REQUESTS Allows staff to report issues that need attention.  GUESTS FEEDBACK FORMS Helps identify areas for improvement and measure guests satisfaction ACCIDENT / INCIDENT REPORTS Document any accidents/incide nts that occur, providing data for safety abd liability purposes.  ROOM STATUS REPORTS Track the status of rooms (occupied, vacant, dirty, etc.) helps manage room availability and cleaning schedules.  LOST & FOUND LOG Documents items found in rooms or public areas helping to return lost items to the owner.  LAUNDRY LOG Tracks the number of clothing/linens sent to the laundry  EMPLOYEE TRAINING RECORDS Records document employee training on safety procedures, cleaning techniques and other topics. SAFETY AND SECURITY EQUIPMENT MEASURES  EQUIPMENTS 1.Surveillance Cameras: Strategically placed CCTV cameras monitor public areas to deter crime and ensure safety. 2.Access Control Systems: Key card systems restrict access to guest rooms and certain areas, enhancing security. 3.Emergency Lighting: Backup lighting systems guide guests to exits during power outages or emergencies. 4.Smoke and Fire Alarms: These devices detect smoke or fire and alert guests and staff for timely evacuation.  EQUIPMENTS 5.Security Alarms: Panic buttons or alarms in guest rooms and at reception can alert security personnel in emergencies. 6.Safes: In-room safes allow guests to securely store valuables. 7.Metal Detectors: Used at entrances for events or during heightened security periods. 8.First Aid Kits: Essential for addressing medical emergencies quickly.  MEASURES 1.Staff Training: Regular training for staff on emergency procedures, conflict resolution, and customer service. 2.Emergency Plans: Clear evacuation routes and procedures for fire, natural disasters, or security threats. 3.24/7 Security Personnel: On-site security guards monitor premises and respond to incidents. 4.Guest Identification: Verification of guest identities during check-in to prevent unauthorized access.  MEASURES 5.Regular Safety Drills: Conducting drills for staff and sometimes guests to ensure preparedness for emergencies. 6.Monitoring Procedures: Regular checks of equipment like alarms and cameras to ensure they are functioning correctly. 7.Collaboration with Local Authorities: Building relationships with local law enforcement for quick response and assistance when needed. TYPES OF EMERGENCIES  FIRE THREAT EMERGENCY SITUATION Fire is the most common emergency that could break in the hotel at any point in time. The most probable reason for a fire break in the hotels can be a kitchen or faulty wirings in the hotel.  ACCIDENT EMERGENCY SITUATION Accidents can take place in the hotels at any point in time due to faulty stairs, ramps, and balconies and even due to the parking places. The hotels should ensure that handrails and non-slip surfaces are used while framing the architecture plan for the hotels  LOST AND FOUND This is a term used in hotel parlance to refer to any item that is left by the guest or temporarily misplaced by the guest but traced later by the hotel staff. Such articles were to be handed over to the housekeeping department which maintained a special locker for this purpose. If the item belongs to the guest who has already checked out, then a letter has to be sent to the forwarding address left by the guest while checkout or which is there in the registration card.  THEFT EMERGENCY SITUATION The front desk has cash with them so there is also the possibility of theft. Also, there are belongings of in-house guests. To discourage theft, the front office should inform the guest to deposit their valuables in the safety deposit locker.  ILLNESS AND EPIDEMICS EMERGENCY SITUATION There should always be a Doctor on call available for the hotel so that in case any guest suffers from any kind of problem he /she can be given the concern treatment as soon as possible.  DAMAGE TO PROPERTY BY THE RESIDENT GUEST The front office cashier is instructed to raise a charge for the value of the damages to the property, a responsible guest will never argue but if he does the subject to be referred to the general manager.  HANDLING DRUNKEN GUESTS A drunken guest may disturb another guest. To avoid this, the drunken guest should be escorted to an isolated area like a back office. Hotel staff should calmly handle the situation by following the SOP for Handling drunken guests.  BOMB THREAT EMERGENCY SITUATION In case of any call received regarding the bomb threat, the hotel should tie up with the local police authority and follow their instructions. The person who receives the call should take complete details of the situation and should even try to note down the voice and accent of the person calling regarding a bomb threat.  BOMB THREAT EMERGENCY SITUATION Immediately the hotel should inform the anti-bomb squad and should defuse the bomb after locating the place where it is planted. Signal the colleague to also listen in the call and try to find out the location through the exchange. Listen to the caller carefully and make it prolonged and get all the information carefully like the place where planted, the time of explosion, and the strength of the explosives. HOTEL POLICIES AND PROCEDURES WHAT IS HOTEL POLICIES AND PROCEDURES? Hotel policies and procedures are designed to ensure smooth operations, safety, and consistency in service. Below are examples of common hotel policies and procedures across various departments:  1. CHECK IN/OUT POLICIES 1. 1. Check-In Time: Guests are allowed to check in from 2:00 PM. Early check-in is subject to room availability and may incur an additional charge. 2. Check-Out Time: Guests must check out by 12:00 PM. Late check-out may be subject to availability and additional charges. 3. Identification Requirement: Guests must present valid photo identification (passport, ID card, or driver’s license) at check-in. 4. Deposit: A credit card hold or cash deposit is required at check-in to cover incidental charges. 2. CANCELLATION AND NO-SHOW POLICIES 1. Standard Cancellation Policy: Cancellations made 48 hours prior to arrival will incur no charge. Cancellations within 48 hours will be charged the first night's rate. 2. No-Show Policy: In the event of a no-show, the guest will be charged for the first night.  3. PAYMENT AND BILLING POLICIES 1. Accepted Forms of Payment: Credit cards, debit cards, and cash. Personal checks are not accepted. 2. Advance Payment: Full payment for the stay is required upon check-in, or a credit card authorization must be taken. 3. Room Charges: Any additional charges such as minibar, room service, or other amenities will be charged at checkout.  4. ROOM AND OCCUPANCY POLICIES 1. Occupancy Limit: Each room has a maximum occupancy limit. Exceeding the limit is not permitted for safety reasons. 2/3 2. Noise Policy: Quiet hours are enforced between 10:00 PM and 8:00 AM to ensure the comfort of all guests. 3. Smoking Policy: Smoking is prohibited in all guest rooms and public areas. A cleaning fee will be applied if smoking occurs in a non-smoking room. 4. Pets Policy: Some hotels allow pets, subject to a fee. Guests must notify the hotel in advance.  5. HEALTH AND SAFETY POLICIES 1. Emergency Procedures: In case of an emergency, guests should follow the posted evacuation procedures and listen to staff instructions. 2. Fire Safety: Fire exits must be kept clear at all times. Tampering with fire alarms or extinguishers is prohibited. 3. Hygiene and Cleanliness: Rooms are cleaned daily, and extra sanitation measures are taken in compliance with health regulations (e.g., during pandemics).  6. GUEST CONDUCT POLICIES 1. Behavior: Guests are expected to behave respectfully toward staff and other guests. Disruptive behavior may result in eviction without a refund. 2. Damage to Property: Guests are responsible for any damage caused to hotel property and will be charged accordingly. 3. Prohibited Items: Hazardous materials, weapons, or illegal substances are not permitted on hotel premises.  7. LOST AND FOUND POLICY 1. Storage and Retrieval: Any items found on the premises will be held in the hotel’s lost and found department for 30 days. Guests must contact the hotel for retrieval.  8. FOOD AND BEVERAGE POLICIES 1. Outside Food: Guests are generally not allowed to bring outside food and beverages into the hotel restaurant or bar areas. 2. Room Service: Available 24/7 or during specific hours. Additional charges apply. 3. Alcohol Policy: Guests must be of legal drinking age to order alcohol. Consumption is limited to designated areas. 9. INTERNET AND TECHNOLOGY POLICIES 1. Wi-Fi Access: Complimentary Wi-Fi is available for guests. Excessive usage for illegal activities is prohibited. 2. Technology Assistance: Technical support for in-room electronics is available upon request. 10. ENVIRONMENTAL AND SUSTAINABILITY POLICIES 1. Towel and Linen Reuse: Guests are encouraged to participate in towel and linen reuse programs to conserve water. 2. Energy Conservation: Guests are encouraged to turn off lights and electronics when leaving the room. THANK YOU GROUP 2 - HPC 111 - BSHM 1A 1. Manlunas, Patricia C. 2. Rusiana, Meca Ann R. 3. Obeñita, Myleen Jean V. 4. Oracoy, Precy Ann B. 5. Fuentes, Axel 6. Montenegro, Roxanne 7. Pineda, Meryl