Lodging Reviewer PDF

REVIEWER OVERSEES DAILY CLEANING GROUP 1: THE HOUSEKEEPING THE SECURITY DEPARTMENT PF OPERATIONS AND MANAGING OF PROFESSION & A HOTEL IS RESPONSIBLE FOR OPERATIONAL STAF...

REVIEWER OVERSEES DAILY CLEANING GROUP 1: THE HOUSEKEEPING THE SECURITY DEPARTMENT PF OPERATIONS AND MANAGING OF PROFESSION & A HOTEL IS RESPONSIBLE FOR OPERATIONAL STAFF THE PRINCIPLES OF THE OVERALL SECURITY OF THE CONDUCT INSPECTIONS, MANAGEMENT HOTEL BUILDING, IN - HOUSE ENSURE ADHERENCE TO GUESTS , VISITORS, DAY USERS , CLEANLINESS STANDARD, THE HOUSEKEEPING AND EMPLOYEES OF THE PROVIDE TRAINING, & ADDRESS DEPARTMENTS RESPONSIBLE HOTEL, AND ALSO THEIR GUEST REQUESTS & CONCERNS. FOR MAINTAINING CLEANLINESS BELONGINGS. Monitoring and Surveillance FLOOR SUPERVISOR THE HOUSEKEEPING Access Control Oversees daily operations: DEPARTMENTS RESPONSIBLE Incident Response Manages the cleaning and FOR MAINTAINING CLEANLINESS Patrolling maintenance of assigned floors. Guest Rooms Assigns tasks: Delegates tasks Public Areas HUMAN RESOURCE to room attendants based on Back-of-house facilities DEPARTMENTS RESPONSIBLE occupancy and priorities. ITS ROLE IS ENSURING GUEST FOR THE ACQUISITION , Ensures quality: Checks rooms SATISFACTION PROVIDING A UTILIZATION , TRAINING, AND and common areas for cleanliness CLEAN, SAFE, AND DEVELOPMENT OF THE HUMAN and adherence to standards. COMFORTABLE ENVIRONMENT RESOURCES OF THE HOTEL. Resolves issues: Handles guest complaints and requests THE FRONT OFFICE Recruitment and Hiring: Selects promptly. DEPARTMENT RESPONSIBLE and hires qualified candidates for PUBLIC AREA SUPERVISOR FOR MANAGING THE FIRST AND job openings. Maintains public spaces: LAST INTERACTION WITH Training and Development: Oversees the cleaning and GUESTS , ENSURING SMOOTH Provides training to enhance maintenance of common areas EFFICIENT HOTEL OPERATIONS. employee skills and performance. like lobbies, restaurants, and Guest Check-in and Check-out Employee Relations: Ensures meeting rooms. Reservations employee satisfaction and Coordinates cleaning schedules: Customer Service handles any issues that arise. Ensures that public areas are Billing and Payments Payroll and Benefits: Manages cleaned regularly and efficiently. THE FRONT OFFICE SERVES AS payroll and employee benefits. Ensures guest satisfaction: THE FACE OF THE HOTEL , Monitors the cleanliness and CREATING POSITIVE FIRST appearance of public areas to IMPRESSION AND ENSURED POSITIONS IN HOUSEKEEPING provide a positive guest GUEST SATISFACTION DEPARTMENT experience. THROUGHOUT THEIR STAY. Manages staff: Supervises and EXECUTIVE LEVEL trains public area attendants. HOUSEKEEPING WORKS CLOSE THE HIGHEST-RANKING NIGHT SUPERVISOR WITH THE MAINTENANCE TEAM POSITION WITHIN THE Oversees night operations: REPORT ANY REPAIRS OR DEPARTMENT Manages housekeeping MALFUNCTIONS ROOMS PUBLIC RESPONSIBLE FOR THE activities during the night shift. AREAS , SUCH AS PLUMBING , OVERALL MANAGEMENT AND Handles emergencies: Responds ELECTRICAL ISSUES, OR OPERATION OF THE to guest requests and BROKEN FURNITURE. HOUSEKEEPING DEPARTMENT, emergencies after hours. The engineering department is INCLUDING SETTING Ensures security: Monitors the responsible for STANDARDS, BUDGETING, property for safety and security Repairing and maintaining the SCHEDULING, AND ENSURING issues. plant and machinery COMPLIANCE WITH HEALTH AND Coordinates with other Water treatment and distribution SAFETY REGULATIONS. departments: Works with External and common area other departments, such as lighting, ENSURING OVERALL security and maintenance, fountains and water features etc. CLEANLINESS & AESTHETICS to address issues. OF THE HOTEL UNIFORM ROOM SUPERVISOR THE FOOD AND BEVERAGE (F&B) ENSURING OVERALL Manages uniform inventory: DEPARTMENT IN HOTEL SANITATION, COMFORT, & Ensures that there are sufficient RESPONSIBLE FOR MANAGING AMBIENCE OF THE HOTEL uniforms for all staff. AND DELIVERING MALL MONITORING REGULAR Distributes uniforms: Issues FOOD AND DRINK SERVICES INVENTORY OF GUEST SUPPLIES uniforms to staff as needed. GUEST. & LINEN Maintains uniform standards: IT ENSURES HIGH STANDARD OF MONITORING HOUSEKEEPING Ensures that staff are wearing DINING EXPERIENCES , FROM EQUIPMENT & HOTEL PROPERTY appropriate and clean uniforms. RESTAURANT SERVICE TO ROOM Handles repairs and SERVICE. SUPERVISORY LEVEL replacements: Coordinates the repair or replacement of damaged REPORTS TO THE ASSISTANT uniforms. HOUSEKEEPER  Removes trash and debris: Training and Professional LINEN ROOM SUPERVISOR Empties trash cans and removes Development Manages linen inventory: debris from public areas. Cross-Department Collaboration Ensures that there is sufficient Ensures area cleanliness: linen for all rooms and public Monitors the cleanliness of public THE IMPORTANCE OF GOOD areas. areas and takes corrective action HOUSEKEEPING FOR Distributes linen: Issues linen to as needed. CUSTOMERS, EMPLOYEES, floors and public areas as needed. LINEN ROOM ATTENDANT AND THE ORGANIZATION Maintains linen quality: Ensures Handles linen inventory: Ensures that linen is clean, undamaged, that there is sufficient linen for all IMPORTANCE TO CUSTOMERS and meets quality standards. rooms and public areas. Satisfaction Handles laundry operations: Sorts and counts linen: Gives good impression Oversees the laundry process, Separates linen by type and color, Safety and comfort including sorting, washing, and counts items to ensure Trust and confidence drying, ironing, and folding. accuracy. Loads and unloads laundry IMPORTANCE TO EMPLOYEES OPERATIONAL LEVEL machines: Operates washing and Promotes safety drying machines to clean linen. Promotes positivity and GUESTROOM ATTENDANT Folds and stacks linen: Properly decreases stress levels Cleans guest rooms: Thoroughly folds and stacks clean linen for Increases productivity cleans guest rooms, including storage. Provides work efficient making beds, changing linens, environment dusting, vacuuming, and cleaning THE ROLE OF HOUSEKEEPING bathrooms. FROM PAST-PRESENT IMPORTANCE TO THE Restocks supplies: Replenishes ORGANIZATION supplies in guest rooms, such as PAST Increases efficiency toiletries and coffee. In the past, small inns, guest Cost Reduction Handles guest requests: houses, and family-run places Safety Addresses guest requests and kept housekeeping simple, Good reputation complaints promptly. mainly focusing on basic Waste Reduction Ensures room quality: Checks cleaning. The owners or a small rooms for cleanliness and ensures team usually handled thesentasks, STRATEGIES FOR EFFECTIVE that all amenities are in working with little focus on luxury or extra HOUSEKEEPING QUALITY order. comfort for guests. CONTROL NIGHTSHIFT ATTENDANT Key Responsibilities Cleans guest rooms: Cleans Basic Cleaning STANDARD OPERATING rooms for guests Linen and Laundry Services PROCEDURES (SOPS) who check out during the day. Minimal Guest Interactions Handles emergencies: Responds Manual Labor and Limited SOPs provide structured to guest requests and Resources guidelines for cleaning and emergencies after hours. MID 20TH -CENTURY maintenance tasks, ensuring Ensures security: Monitors the As the hospitality industry consistency across all areas of property for safety and security expanded with big hotels and the hotel. issues. branded chains, housekeeping Coordinates with other became more organized and REGULAR INSPECTIONS AND departments: Works with other professional.NHigher expectations STAFF TRAINING departments, such as security and for cleanliness and comfort led to maintenance, to address issues. more specialized tasks. Routine inspections by UNIFORM ROOM ATTENDANT Key Responsibilities supervisors ensure that rooms ATTENDANT Standardized Procedures meet cleanliness standards, while Maintains uniform inventory: Guest Comfort ongoing staff training keeps Ensures that there are sufficient Use of Technology employees updated on the latest uniforms for all staff. Safety and Hygiene cleaning techniques and hygiene Distributes uniforms: Issues PRESENT practices, ensuring high uniforms to staff as needed. Today, housekeeping is important performance. Launders and repairs uniforms: not just for cleaning but also for Cleans, repairs, or replaces shaping the guest experience, USE OF TECHNOLOGY AND damaged uniforms. which affects the hotel's GUEST FEEDBACK Organizes uniform storage: reputation and success. It has Keeps the uniform room clean and become more advanced, involving Utilizing technology to track organized. guest relations, sustainability, and room statuses and addressing PUBLIC AREA ATTENDANT efficiency. guest feedback efficiently Cleans common areas: Cleans Key Responsibilities enhances the effectiveness of and maintains public areas, such Enhanced Guest Experience housekeeping operations, as lobbies, hallways, and meeting Guest Interaction ensuring quick responses to any rooms. Sustainability Practices issues raised by guests. Restocks supplies: Replenishes Use of Technology and Data supplies in public areas, such as Health and Safety Protocols coffee, sugar, and paper towels. Inventory Management KEY MANAGEMENT THEORIES GROUP 2: ORGANIZING eye for detail AND THEIR SIGNIFICANCE IN HOSPITALITY ORGANIZATIONAL STRUCTURE HEAD ROOM ATTENDANT a head room attendant is SCIENTIFIC MANAGEMENT refers to the formal arrangement responsible for overseeing the Introduced by Frederick Taylor, of relationships and daily operations of a this theory emphasizes efficiency responsibilities within an housekeeping department's room and productivity through organization. It defines how roles, attendants. systematic observation and tasks, and authority are Coordinates with: front measurement. In housekeeping, distributed among different levels office/reception, room attendants, scientific management principles and departments. management, and engineering can be applied to optimize department cleaning processes and ORGANIZATIONAL STRUCTURE Duties and Responsibilities improve time management. SMALL SIZE HOTEL supervise room attendants HUMAN RELATIONS THEORY inventory management Proposed by Elton Mayo, this HOUSEKEEPING DEPARTMENT regular inspection theory focuses on the importance guest complaints of employee satisfaction and HOUSEKEEPING SUPERVISOR Authority motivation. Housekeeping may have the authority to create managers apply this by creating a Responsible for keeping the entire and manage the housekeeping supportive work environment and area of responsibility clean, staff schedule and train new staff recognizing employee maintenance free and ensuring a Qualifications contributions high level of service Coordinates experience ADMINISTRATIVE MANAGEMENT with: human resources (HR), and diploma (minimum 10 years in (Henry Fayol) Focus on general engineering department Duties school) principles of management, such and Responsibilities staff physically fit as division of labor, authority management eye for detail and responsibility, discipline, regular inspection inventory leadership and management unity of command, and management skills centralization. Establishing clear Authority lines of authority, ensuring has the authority to hire, train, HEAD HOUSEPERSON - PUBLIC discipline among staff, and schedule, and evaluate AREA maintaining a centralized housekeeping staff. a head houseperson responsible approach to housekeeping Qualifications for public areas oversees the operations. experience cleanliness and maintenance of BUREAUCRATIC MANAGEMENT diploma common spaces within a facility (Max Weber) Focuses on formal leadership skills Coordinates with: engineering rules, regulations, and hierarchy organizational skills department, public area to ensure efficiency and problem-solving skills attendants, consistency. Implementing communications skills and housekeeping supervisors. standard operating procedures Duties and Responsibilities (SOPs) for housekeeping tasks, LINEN/UNIFORM ROOM supervise houseperson maintaining a clear hierarchy, and ATTENDANT attendants promoting accountability. issues linen and uniforms to inventory management regular SYSTEMS THEORY staff according to prescribed inspection check and control all This theory views an organization systems and procedures. Also equipment as a system of interrelated parts. controls the movement of soiled Authority In housekeeping, it involves and fresh linen and uniforms with may have the authority to understanding how different the laundry evaluates performance of public departments (e.g.,front desk, Coordinates with: laundry, area houseperson and train new maintenance) interact and affect engineering department, and all staff overall operations hotel personnel. Qualifications CONTINGENCY THEORY Duties and Responsibilities experience This theory suggests that issue uniforms diploma management practices should be inventory management knowledge of housekeeping tailored to fit the specific check uniforms and linens physically fit circumstances. Housekeeping assist new employees eye for detail managers use this approach to sorting and folding leadership and management adapt their strategies based on Authority skills factors like hotel size, guest attendants has authority to demographics, and seasonal inspect and reject any linens that variations are below quality standards and request replacements SIGNIFICANT CONTRIBUTIONS Qualifications TO THE LODGING INDUSTRY experience ENHANCED GUEST diploma (minimum 10 years in SATISFACTION school) OPERATIONAL EFFICIENCY knowledge about linens and EMPLOYEE RETENTION uniforms SUSTAINABILITY physically fit ROOM ATTENDANT standards are met and delivered ▪︎ Team working A room Attendant is primarily consistently with attention to ▪︎ The ability to take the initiative focused on maintaining the detail. This include ensuring shift ▪︎ Good physical resilience cleanliness and organization of controls and ▪︎Organization and thoroughness: guest rooms, ensuring they meet procedures are adhered to preparing bedrooms in the the facility’s standards. ▪︎ To carry out quality training and minimum length of time whilst Coordinates with: engineering development in a systematic and respecting internal hotel department, linen room attendant, professional way in order to meet procedures room service department, and the needs of the business and ▪︎ Discretion: not disturbing guests head room attendant assist the individual team Qualifications : Duties and Responsibilities members personal development. ▪︎ Significant experience in bed making ▪︎ To ensure training is recorded ▪︎ Housekeeping attend daily briefings and all team members follow the ▪︎Fluency in a second language room inspection Company Induction Programme. would be an advantage cleaning and sanitizing ▪︎ To compile the department report issues Training Plan to meet the hotel FLOOR SUPERVISOR Authority business objectives and develop Entry Skills Requirements may have the authority to room team members. ▪︎Assigns duties to housemen, inventory (room level), may ▪︎ To set a clear objectives for room boys/maids enter guest rooms departamental team members, ▪︎ Supervise corridor, guest rooms Qualifications linked with hotel’s Business plan in that section experience (3 months training) ▪︎ To review the success of training ▪︎ Check par stock of linen and diploma (high school) in meeting objectives. guest supplies, timely delivery of basic knowledge of cleaning ▪︎ To correct unacceptable linen to the laundry equipment and chemicals behavior and performance in lunr ▪︎ Submit performance appraisals physically fit with the company disciplinary periodically eye for detail procedures. ▪︎ Check all safety systems on floor Entry Requirement Skills (fire extinguisher, smoke detector) HOUSEPERSON - PUBLIC AREAS ▪︎ Management: Managing ▪︎ Releasing check out rooms on ensures the cleanliness, priorities, the ability to listen, time/at the earliest functionality, and smooth stress management, team ▪︎ Taking rooms on red slip operation of various public and motivation. ▪︎ Making maintenance jobs and shared spaces in hotels, and other ▪︎ Recruitment follow ups lodging facilities ▪︎ Ability with figures and ability to ▪︎ Ensures rooms are ready with Coordinates with: room manage a cost center special care e.g. VIP attendants, linen attendant, ▪︎ Sensibility to customers and ▪︎ Special requests for long staying laundry, and head houseperson able to deal face-to-face with guests to be attendended Duties and Responsibilities guests ▪︎ Identification of supplies cleaning public spaces ▪︎ Ability to deliver training at all ▪︎ Checking of floor pantries supports room attendants levels ▪︎ Record lost and found items as event set-up ▪︎ Understanding of IT issues in per norms restocking supplies relation to Housekeeping ▪︎ Liaison with security on security report issues ▪︎ Attention to detail: working aspects on guest floor e.g. Qualifications carefully within the minimum time Gambling experience (3 months training) ▪︎ Team working ▪︎ Account for movement of linen diploma (high school) ▪︎ The ability to take the initiative on floor basic knowledge of cleaning ▪︎ Good physical resilience ▪︎ Prepares housekeeping equipment and chemicals ▪︎ Organization and thoroughness: occupancy list for front office physically fit preparing bedrooms in the ▪︎ Coordinates room service for eye for detail minimum length of time whilst clearance of food trays and other basic English knowledge respecting internal hotel items procedures ▪︎ Check the serviceability of HOUSEKEEPING DEPARTMENT IN ▪︎ Discretion: not disturbing guests equipments on the floor MEDIUM SIZE HOTEL ▪︎ Responsible for all equipments ASSISTANT HOUSEKEEPER on that floor EXECUTIVE HOUSEKEEPER ▪︎ To contribute to guest comfort ▪︎ Responsible for behavior of The executive Housekeeper and ensure the daily cleaning and room boys/maids in floor contributes to guest comfort and tidying of all the hotel bedrooms ensures the daily cleaning and and any public areas. To also PUBLIC AREA SUPERVISOR tidying of all the hotel bedrooms monitor the operation efficiency of Entry Skills Requirements and any public areas. He/she also the linen service. ▪︎ Daily supervision of public areas monitors the financial Key Responsibilities ▪︎ Allocation of duties for public performance of the housekeeping ▪︎ To ensure that high standards of area for cleaning in various shifts department operation and cleanliness are maintained and areas efficiency of the linen service. throughout the hotel, with the ▪︎ Making maintenance complaints supervision and inspection of all and follow ups Key Responsibilities guest rooms and areas ▪︎ Planning periodic cleaning ▪︎ To ensure The department Entry Skills Requirements Skills: schedule operates effectively on a day to ▪︎ Attention to detail: working ▪︎ Co-coordinating with contract day basis, ensuring company carefully within the minimum time cleaners ▪︎ Ensures banquet halls are clean Manages the storage and retrieval on time of guests’ personal items, like SELECTING EMPLOYEES ▪︎ Train new recruits coats, bags, and umbrellas, in the Selecting Employees is the ▪︎ Submit performance appraisals cloakroom. process of choosing the best of staff working under Responsibilities: candidates from a pool of ▪︎ Account for furniture movement Greet guests and take their items applicants. This involves carefully if any for safekeeping. evaluating their skills, experience, ▪︎ Check and control equipments Tag and store items securely, and qualifications to determine LINEN ROOM SUPERVISOR ensuring proper tracking. their suitability for the role Entry Skills Requirements Retrieve items efficiently when The linen room supervisor reports guests return. to the assistant housekeeper. Ensure the cloakroom is clean, His/her duties are: organized, and secure. ▪︎ Responsible for entire hotels Assist with any guest inquiries linen. or special requests related to their ▪︎ Send dirty linen from laundry belongings. after checking. ▪︎ Check laundered linen before LINEN AND UNIFORM giving it for ironing. ATTENDANT ▪︎ Provide linen to the various Responsible for issuing, departments receiving, and maintaining linens ORIENTING EMPLOYEES ▪︎ Maintain register of linen and uniforms for staff, as well as - Orienting Employees is the movements and check linen ensuring their process of introducing new hires regularly cleanliness and availability. to the organization and their roles. ▪︎ Supervise ironing and Responsibilities: This includes providing them with laundering of linen of the hotel Collect, count, and distribute information about the company, ▪︎ Supervise work of linen room clean linens and uniforms to staff. its attendants and tailors Inspect linens and uniforms for culture, policies, and procedures. ▪︎ Make suggestions related to damage or wear, and report any Company introduction replacement purchases and give items that need replacing or Policies and procedures requirements of linen to executive repairing. Introduction to the team housekeepers Organize the storage of clean Assigning and soiled linens. DESK CONTROL SUPERVISOR Keep records of inventory and TRAINING Oversees daily operations at the usage to ensure proper stock - A process of equipping housekeeping desk, coordinates levels. employees with the knowledge, with housekeeping staff, and acts Coordinate with laundry services skills, and abilities needed to as the communication link for cleaning and pressing. perform their jobs effectively and between housekeeping and other safely. departments (e.g., front desk, HOUSEPERSON Compliance Training maintenance). Assists housekeeping staff by Hard Skills and Soft Skills Relationship: Works closely with maintaining public areas, Product Knowledge housekeeping staff, managers, delivering supplies, and helping Training Gaps and other departments. with heavy cleaning tasks. Communicates guest requests, Responsibilities: DEVELOPING room statuses, and maintenance Clean and maintain public needs. spaces such as lobbies, hallways, - A continuous improvement of Responsibility: Monitor room and meeting rooms. the human capital. Employees assignments, handle guest Assist room attendants by with experience need to develop requests, and maintain inventory. providing them with necessary for higher positions as their jobs Ensure smooth workflow and supplies like linens, towels, and enlarge and enrich. timely updates on room readiness. cleaning tools. C. E. G. E ( Consistently Move furniture, set up meeting Exceeding Guest Experience ) ROOM ATTENDANT rooms, and handle special Responsible for cleaning and requests from guests. organizing guest rooms to meet Collect and dispose of trash hotel standards. from various areas of the hotel. Responsibilities: Report any maintenance issues Clean guest rooms, including or damages to the housekeeping making beds, dusting, vacuuming, or maintenance team. and sanitizing bathrooms. Restock towels, toiletries, and Staffing other supplies. Report any maintenance issues Staffing is the process of finding, (like broken equipment or leaks) hiring, and placing the right to the supervisor. people in the right jobs to meet an Ensure rooms are guest-ready organization's needs. It's a crucial and meet cleanliness standards. function that ensures the organization has the talent it CLOAK ROOM ATTENDANTS needs to achieve its goals. GROUP 3: DUTIES AND Be their mentor Offer positive 3.CONFLICT RESOLUTION - is the RESPONSIBILITY and constructive feedback to your process of effectively addressing hotel staff whenever you can. and resolving disagreements or DELEGATING Additionally, give your staff the disputes that may arise between is the transfer of responsibility opportunity to ask you questions guests, staff, or even external for the performance of a task to a by being approachable and stakeholders. member of staff who is not usually available. By becoming your 4.TRAINING AND DEVELOPMENT responsible for it. employees mentor, you will - are essential for ensuring a high inspire your team’s leaders to level of service, guest satisfaction, KNOW YOUR TEAM Before you serve as role models too. and operational efficiency. It assign tasks to your team involves equipping employees members, you need to know their Ask for feedback Allowing your with the knowledge, skills, and strengths, weaknesses, staff to express their opinions can attitudes necessary to perform preferences, and availability. This be just as beneficial to you as it is their jobs effectively and will help you match the right for them. By giving your staff the contribute to the success of the person to the right task, based on opportunity to give you some establishment. their skills, experience, and anonymous feedback, you allow 5.LEADERSHIP - It's about interest. them to freely express their inspiring, motivating, and guiding COMMUNICATE CLEARLY You opinion, while showing them that individuals to create a positive need to explain the goals, their opinion matters and that you and memorable experience for deadlines, standards, and care about their well-being. guests, while fostering a thriving procedures of the tasks, and how work environment for employees. they fit into the bigger picture of Offer promotions In management MANAGING CHANGES -involves the hospitality business. You also positions, it is often recognition adapting hotel operations to need to give your team members and respect from the boss, or the customer preferences, the authority and autonomy to ability to make important technology, or business make decisions and solve decisions on their own or within a conditions. This may involve problems within their scope of committee that motivates updating rooms, adjusting work. employees. services, training staff, or adapting new technologies to PROVIDE FEEDBACK AND Trust your employees Show remain competitiveness, maintain RECOGNITION You need to them that you trust them and that guest satisfaction, and ensure monitor the performance of your you do not doubt the quality of smooth business operations. team members, and provide them their work. Your hotel staff will with constructive and timely improve their self-esteem and 5 Effects of Changes in Lodging feedback to help them improve thus will be motivated to continue Establishments and learn. You also need to working hard. To motivate your recognize and appreciate their employees on a daily basis, you 1.Guest Experience and efforts and achievements, and can also remind them that they are Improvement Changes in celebrate their successes. You part of your company and explain services, technology, or amenities can use tools like feedback forms, to them how much their work can directly affect guest experience, reward make a difference in allowing the with successful management company to reach its goals. boosting satisfaction and loyalty, DELEGATE STRATEGICALLY while poor handling can lead to You need to consider the COORDINATING It is defined as negative reviews or customer urgency, importance, complexity, organizing the activities of two or loss. and frequency of the tasks, and more groups so that they work 2. Operational Efficiency Change prioritize them accordingly. You together efficiently and know what management can enhance also need to consider the potential the others are doing. operations, automate processes, risks, challenges, and MANAGING DIFFERENCES and improve workflows, opportunities of the tasks, and Managing differences in lodging but disruptions can lead to delays mitigate them accordingly. refers to the process of effectively or inefficiencies. addressing and resolving 3. Employee’s Engagement and LEARN AND IMPROVE You need discrepancies or variations that Training - Effective change to evaluate the outcomes of the arise between the expectations of management requires clear tasks, and solicit feedback from guests and the actual communication and training, your team members, and to listen accommodations provided. fostering staff support and to their suggestions, concerns, improving performance and and complaints. You also need to 5 Factors of Managing Differences morale, while poorly managed update your knowledge and skills changes can cause confusion, on the best practices and trends 1.COMMUNICATION - is the life stress, and decreased of the hospitality industry, and blood of successful operations productivity. adapt them accordingly. and guest satisfaction. It 4. Market Competitiveness encompasses all interactions Effective management of MOTIVATING It is the internal or between staff members, guests. changes, such as adopting external force that stimulates a 2.RESPECT AND INCLUSION - are sustainable practices or person to take action, pursue fundamental principles that create embracing the latest goals, or engage in activities with a welcoming and positive technology, significantly enthusiasm and determination. environment for both guests and influences a hotel's market staff. position and attracts more guests. 5. Financial Performance Valet parking procedures Managing changes often 1.Arrival and Greeting 1. All the products, services and requires a financial investment. 2.Vehicle Inspection facilities of the venue The ability to balance these costs 3. Issuing a Claim Ticket 2.All venue policies and with long-term benefits, like 4.Parking the Vehicle procedures increased revenue or operational 5.Retrieving the Vehicle 3. The local area- amenities, efficiency, is key to determining Valet housekeeping Service infrastructure, shopping, dining, the success of the changes. 1. Initial Greeting and industry, authorities, travel and Introduction transport, features and tourist CONTROLLING - the term 2. Understanding Guest attractions "controlling" refers to the ongoing Preferences process of overseeing and 3. Luggage Handling and Making sure beyond all doubt fine-tuning various aspects of a Unpacking everything told, explained or hotel's financial and operational 4. Laundry and Pressing discussed with the guest is true, performance. Services up-to-date and accurate. 5. Room Organization and Providing comprehensive Financial Activities Tidying information. (i.e. Budgeting, forecasting, Being proactive- a valet must analyzing financial reports, & Our Best Service demonstrate initiative to prove implementing cost-saving they are thinking and acting on measures) Bedroom Cleaning the guest's behalf and to their Cleaning each room until there is advantage and benefit. Operational Performance no dirt and dust left Always ensuring any promises (i.e. Staff productivity, Living Room Cleaning are kept- when and as guest satisfaction, and Cleaning each room until there is promised. maintenance) no dirt and dust left The guest will always judge a Kitchen Cleaning valet by their actions rather 1. Establishing a Reporting Cleaning each room until there is than their words. System no dirt and dust left You must always “walk the talk” Define Key Metrics Window Cleaning Not interfering- the role of the Create a Reporting Schedule Cleaning each room until there is valet is to serve and not to direct. Utilize Technology no dirt and dust left Valets must cultivate the capacity to allow their guests to be who 2. Developing Performance DISPLAY PROFESSIONAL VALET they want and to do what they Standards STANDARDS want to. Set Clear Expectations Benchmarking Personal Characteristics required Good communication is vital to: Training and Development of a Valet Meet guest expectations Identify guest requirements 3. Measuring Results Discretion Assist/Serve guests Regular Evaluations Etiquette Create desired ambience Feedback Mechanism Good Manners Facilitate Relationships Data Analysis Politeness Honesty Communication Standards 4. Taking Corrective Actions Dedication Listen - always be alert to: Identify Issues Punctuality 1.What the guest is saying Develop Action Plans Initiative 2. What others around the guests Monitor Progre Tact and Diplomacy are saying Questions asked by the Civility guest 5. Rewarding Attention to Detail Observe - constantly monitor: Incentive Programs Unbiased, Prejudice 1.What the guest is doing- or Celebrate Successes Free Disposition appears about to do Continuous Improvement Willingness to be of 2. The activities of others in the genuine service company of the guest 3. The performance of equipment- GROUP 9: PROVIDE such as lights and appliances. VALET/BUTLER SERVICE THE ROLE OF COMMUNICATION Know when to speak and when IN VALET SERVICE PROVISION not to You can optimize the development What is Valet service? it is also of trust and confidence Principles of Communication known as “Butler.” is a specialist between you and the guest by: To help you achieve effective when it comes to providing Being aware of the needs of the communication with a guest personalized service to guests. guests before they arrive- this the following rules apply: 2 types of valet service means reading reservation or Every message must have a Valet parking "Special request" details purpose- if there is no need Valet Housekeeping commonly provided by or for VIP to say, do not speak. Messages guests prior to their arrival. must be clear and concise. Having extremely high levels of Always think before talking and product knowledge about: plan what you are going to say and how you are going to say it.  Messages should match the The uniform itself- for example, Exercise- this helps avoid stress , interests and abilities of the many valets are required to increases the chance of proper guest- conversation should focus wear a designated style ( lounge rest and contributes to a feeling of on the guest. or dinner suit) and color general well- being which is Use words the guest will know (black or gray) of suit as opposed reflected in all the and understand. to wearing traditional industry actions undertaken. Unnecessary words should be black and white. eliminated- conversation between A VALETS KIT the valet and the guest should be Epaulettes—where a jacket is This kit is used to: Maintain their limited in nature. worn by a valet, they commonly own personal appearance. Assist Speaking calmly is wear a different colour or style of guests with any needs they may recommended. Speaking at a epaulette to distinguish them from have. Contents of the valet kit is slightly slower speed than normal other service staff. very much an individual concern is also regarded as useful and Tie-valet, stipulating colour and and the items will grow as helps to create a more considered type of knots to be used. experience dictates. and gracious ambience. ENSURING PERSONAL EXHIBIT WAYS TO TAKE CARE OF Presentation of a Valet And the HYGIENE GUESTS PROPERTY need for High Standards of Standard grooming activities to be Grooming and Personal considered or applied may Professional Appearance & Presentation include: Cleanliness Regular washing: a minimum is Tidy and Presentable: Keep valet A valet presentation will have a once per day, but many valets will stand, booth, and parking area lasting impression on the guest, bathe twice daily. free of trash and clutter for a and it is important this impression Use of a suitable deodorant- to professional appearance. be of the highest standard at all help prevent perspiration. Organized Key Storage: Use a times. Use of lightly scented aftershave systematic approach (hooks, How you stand and move reflects or perfume—strong perfume that cabinets, digital systems) to the image of your personal is predominant or overpowering manage keys efficiently. presentation. Be aware of your must be avoided. Safe & Orderly Parking: Park posture, body language, and the vehicles in designated spaces speed of your movement. Dignity Makeup must be kept neutral for with clear pathways to prevent is a good word to bear in mind. women- no excessive eyeshadow, accidents and maximize WEARING OF UNIFORM no dramatic colours for lips efficiency. The correct wearing of the venue or eyes. Housekeeping for Guest uniform is a key to personal Good personal hygiene habits Vehicles presentation. While venues and practices- cuts and sores Quick Interior & Exterior Checks: provide and launder uniforms, you must be kept covered with a clean Ensure the exterior is free of dust must ensure: dressing, use of handkerchief, no and debris; check the interior for Fits properly—it will look good coughing or sneezing near guests leaves or dirt. and neat, enables freedom of or food. Lost & Found Procedures: Have movement, and is comfortable to Men must be clean shaven- or a system to catalog and securely wear. It is kept clean have whiskers store items left behind; promptly Uniforms must always be: neatly trimmed. Many valets need contact guests for retrieval. Pressed, meaning it must be free to shave twice per day to maintain Temperature Control for of wrinkles and look cared for. a suitable appearance. Comfort: On hot days, keep for. Hair neat and tidy- brushed, windows slightly cracked; warm Stain-free—free of marks, dirt and combed and tied back. Regular up or cool down the vehicle briefly other hair cuts should be had to help in extreme weather. mess. maintain style and suitable Equipment & Final Hand-Off It remains in good repair—there appearance. Preparation can be no loose threads, and no Hands and nails must be clean Maintained Tools & Equipment: missing buttons. and well cared for all times; Regularly inspect key fobs, women should wear only neutral lockboxes, handheld devices for Wearing the full uniform: polish avoiding colours and nail efficiency. Every venue will identify the full decorations. Men and women Quick Vehicle Prep for Return: uniform for a valet, and all valets must have properly manicured Perform a final check to ensure must wear the full uniform as nails. cleanliness and a quick polish if determined by their employer. Regular attention to teeth- needed. The requirements of the employer regular brushing of teeth Clear Hand-Off Zone: Designate may refer to: and dental checks to help avoid a clean, safe area for car return Type and style of shoes to be bad breath. Many valets are that’s easy for guests to access. worn—such as black, non-smokers as they believe polished leather shoes. smokers' breath can never be Whether or not a name tag is effectively addressed by worn, most valets do not wear a brushing or taking minutes. name tag, as this is seen as Sufficient rest- it is imperative detracting from or demeaning the for a valet to be alert and awake. position of the valet.