HPLDGE1 - UNIT 3.pdf

UNIT 3: MANAGING HOUSEKEEPING PERSONNEL Desiree Anne Lumba-Olimpo, CGSP, MBA  OBJECTIVES 1. Describe the documental tools used in managing housekeeping personnel 2. Calculate the staff requirement using the staffing guide 3. Discuss various aspects of scheduling housekeeping s...

UNIT 3: MANAGING HOUSEKEEPING PERSONNEL Desiree Anne Lumba-Olimpo, CGSP, MBA  OBJECTIVES 1. Describe the documental tools used in managing housekeeping personnel 2. Calculate the staff requirement using the staffing guide 3. Discuss various aspects of scheduling housekeeping staff 4. List the methods of appraising employee performance and understand theneed for employee performance. 5. Appreciate the importance of motivating employees and benefits of teamwork and realize the importance of good leadership.  JOB ANALYSIS Process of gathering and analyzing information about the content and the human requirements of the job, as well as the context of which jobs are performed. DOCUMENTS FOR PERSONNEL MANAGEMENT DOCUMENTS FOR PERSONNEL MANAGEMENT detailed documents identifying, all the likely duties appertaining to a job position as well as reporting relationships, additional responsibilities, working conditions, and any specific know-how necessary about equipment and materials. DOCUMENTS FOR PERSONNEL MANAGEMENT A job description covers the following aspects: Job profile Supervisory relationships Scope of job Reporting relationship Coordinating details Hours of work DOCUMENTS FOR PERSONNEL MANAGEMENT document detailing the minimum qualities or traits required by an individual to perform a particular job. Used as tools for selection of the right employee for a particular job, as defined in the job description. DOCUMENTS FOR PERSONNEL MANAGEMENT Used as tools for selection of the right employee for a particular job, as defined in the job description. A job list is a list of tasks which must be performed. It reflects the total job responsibility of the employee. Tasks should be listed in an order that reflects the logical sequence of daily responsibilities JOB ANALYSIS DOCUMENTS FOR PERSONNEL MANAGEMENT JOB ASSIGNMENT a list of tasks to be performed by an individual. DOCUMENTS FOR PERSONNEL MANAGEMENT JOB BREAKDOWN specifies how to perform each task. It also identify the specific observable and measurable steps that an employee must take in order to accomplish the task. DOCUMENTS FOR PERSONNEL MANAGEMENT JOB BREAKDOWN PROCESS 1. List positions in the department 2. Write a job list for each position 3. Write performance standards for each task on the job list 4. Supply additional information, when needed DOCUMENTS FOR PERSONNEL MANAGEMENT JOB PROCEDURE specifies the way in which a task is to be performed, eg. Cleaning windows. SOPs require the following information: The job to be done Equipment and materials required Procedure of work Safety factors Time required to do the job DOCUMENTS FOR PERSONNEL MANAGEMENT PROCEDURE MANUAL gives information about standard procedures to be followed for various activities. These activities relate to the organization and procedures of cleaning activities, safety and security measures, human resource issues, and so on. POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT POSITIONS IN THE HOUSEKEEPING DEPARTMENT  COMPETENCIES OF A HOUSEKEEPING PROFESSIONAL Competency - are a set of behavioural traits and technical abilities that are suitable for a job. Behavioural traits are essential to complement knowledge and skills.  COMPETENCIES OF A HOUSEKEEPING PROFESSIONAL Smile Grooming and Personal Presentation Standards Clothing Name badge Hair Nails Jewelry Make-up Odor Personal Hygeine Personal belongings  COMPETENCIES OF A HOUSEKEEPING PROFESSIONAL Basic Etiquette Smiles and attend to guest as soon they approach them. Recognize guests Be polite to guests by using ―Thank you‖, ―Please‖, ―Pardon me‖, Excuse me‖ Avoid mannerism such as touching the hair, scratching oneself, picking the nose, etc. Stand erect at all times Listen carefully to guest needs Assist guest whenever possible. Talk softly Avoid arguing with service staff and guest on the floors and public areas Carry pencils in the pocket and not behind ears or clipped in front of the uniform. Desist from chewing gum Enter and leave the floor through the service door only. Shut the doors quietly  COMPETENCIES OF A HOUSEKEEPING PROFESSIONAL Orderliness Guest evaluates a property by how orderly the hotel personnel are. Teamwork is a small group of people, who rely on each other to achieve a common goal. Attitude are something that we own and are responsible for. The joy of serving people A cheerful attitude Cooperation- Pride in one‘s work Initiative Salesmanship Honesty  COMPETENCIES OF A HOUSEKEEPING PROFESSIONAL Self-discipline is the hallmark of a good housekeeping professional 2 Types of Discipline a. Physical – where grooming and physical conduct play a role b. Mental – which demands sincerity, honesty and perseverance. Courtesy It is the hallmark of a Hotel professional Courtesy should be inherent in one‘s nature and a sign of one‘s desire to please those with whom one comes in contact with. Being courteous not only makes the operations smooth, but also ensures better relationships.  COMPETENCIES OF A HOUSEKEEPING PROFESSIONAL Intrapreneurship Housekeeping professional must think like businesspersons by constantly evaluating one‘s performance and find ways to improve productivity and quality. Continuous Education – upgrade constantly Customer Orientation – means putting all thoughts and actions towards creating positivecustomer experience. Physical Fitness - to manage rigorous hours on his/her feet. Eye for Detail it means that the person has a sharp eye to detect things are not quite right. TEAMWORK AND LEADERSHIP  TEAMWORK AND LEADERSHIP Leader - is one who has the capacity or the charisma to influence others. Sets the direction for projects. Manager - works within a system to maintain existing goals and direction. They use people and equipment to meet a goal or they use a process to produce results. DIFFERENCE  Common Traits that Leaders Possess Inspire - Leaders create the energy for employees to do their best. They clear roadblocks and encourage creativity. Communicate - Leaders keep employees informed about the organization. They build relationships at all levels in the organization. Support - Great leaders create environments where employees feel safe to speak up. REMEMBER