Hospitality Management: Housekeeping & Maintenance PDF

INTRODUCTION TO HOSPITALITY MANAGEMENT 5. HOUSEKEEPING ENGINEERING  INTRODUCTION TO HOSPITALITY MANAGEMENT Housekeeping department is responsible for: -Physical conditions of the hotel -Ensure customer satisfaction by cleanning, maintenance and presentation of...

INTRODUCTION TO HOSPITALITY MANAGEMENT 5. HOUSEKEEPING ENGINEERING  INTRODUCTION TO HOSPITALITY MANAGEMENT Housekeeping department is responsible for: -Physical conditions of the hotel -Ensure customer satisfaction by cleanning, maintenance and presentation of all the facilities  INTRODUCTION TO HOSPITALITY MANAGEMENT Housekeeping department may have specialized staff in: -Room cleaning and preparation -Clean meeting rooms and public areas -Laundry: Internal and external  INTRODUCTION TO HOSPITALITY MANAGEMENT OPERATIONAL TASKS OF THE DEPARTMENT (MAIDS) CLEANLINESS AND ROOMS CONTROL -Cleanliness of check in , check out , late check out,"do not disturb" rooms, room moves etc.. -VIPs, special guests, cribs, extra beds, … -Direct communication with reception, daily presentation of "Show Rooms" to be shown to customers during site inspections. -Minibar consumption -Replacement materials (towels, amenities, linen...)  INTRODUCTION TO HOSPITALITY MANAGEMENT OPERATIONAL TASKS OF THE DEPARTMENT (MAIDS) CONTROL AND CLEANING OF PUBLIC AND INTERNAL AREAS (FRONT OF THE HOUSE / HEART OF THE HOUSE) -Lobby -Meting spaces -Stairs and elevators -Internal offices -Spa, fitness center -Outdoor areas (Pool, terraces...)  INTRODUCTION TO HOSPITALITY MANAGEMENT OPERATIONAL TASKS OF THE DEPARTMENT (MAIDS & VALETS) CONTROL AND DEEP CLEANING LAUNDRY Laundry cleaning and hotel linen (sheets, towels, wash cloths, uniforms...) & Customers clothing cleaning LOST AND FOUND OBJECTS Collection and classification of lost and found objects.  INTRODUCTION TO HOSPITALITY MANAGEMENT OPERATIONAL TASKS OF THE DEPARTMENT (HOUSEKEEPING MANAGER AND ASSISTANT HOUSEKEEPING MANAGER) PURCHASING ORDERS -Cleaning products -Amenities and rooms equipment STAFF MANAGEMENT -Daily tasks assignement to hkp staff -Managing absences -Hiring extra staff (outsourcing)  INTRODUCTION TO HOSPITALITY MANAGEMENT HOUSEKEEPING OUTSOURCING PROS & CONS  INTRODUCTION TO HOSPITALITY MANAGEMENT OUTSOURCING Outsourcing, is a management technique that consists in delegating one or more business processes, which have nothing to do with the core business of the company, to a more specialized outside supplier. In this way the company can be focused on its core business in order to increase their efficiency and be more competitive in order to reach tangible results aligned with its objectives. Saiz, JM, Lombardo  INTRODUCTION TO HOSPITALITY MANAGEMENT PROS & CONS OF OUTSOURCING ADVANTATGES Reduce staff costs (housekeepers and valets) Reduce administrative tasks and staff management It allows the company to focus on their "core business" or main activity INCONVENIENCES Difficult to control the quality of service Loss control of outsourced area Difficulty to be different from the competitors in this area Loss control and management difficulties, unexpected changes (costs)  INTRODUCTION TO HOSPITALITY MANAGEMENT GLOSSARY HOUSEKEEPING MANAGER. Person responsible of the HKP department SAFETY FORM. (ficha de seguridad) Ofitial document with information about how to use the cleaning products. VALET. Room Maid assistant DO NOT DISTURB. Sign that indicates the guest doesn’t want to be disturb by any member of staff INTRODUCTION TO HOSPITALITY MANAGEMENT ENGINEERING  INTRODUCTION TO HOSPITALITY MANAGEMENT Maintenance department is responsible for: -Optimal & proper function of all the hotel facilities -Avoid security risks of external and internal customers by a wrong use or malfunction of equipment.  INTRODUCTION TO HOSPITALITY MANAGEMENT OPERATIONAL TASKS OF THE DEPARTMENT PREVENTIVE MAINTENANCE -Continuous inspection of all units -Reviews of facilities and equipment -Reviews and updates of the emergency plan -Loss prevention (prevention of labor risks)  INTRODUCTION TO HOSPITALITY MANAGEMENT OPERATIONAL TASKS OF THE DEPARTMENT REACTIVE OR CORRECTIVE MAINTENANCE -Immediate response to any deficiency or breakdown detected. -Control and breakdown management -Direct contact with housekeeping and reception staff  INTRODUCTION TO HOSPITALITY MANAGEMENT AREAS OF CONTROL OF MAINTENANCE DEPARTMENT - HVAC (Heating, ventilation and air conditioning) -Lighting: Control of energy expenditure -Kitchen: control of all appliances, cameras and general equipment -Electrical installations -Control of temperature and pH (boilers, cameras, pools,) -Pipes (tuberias) -Tanks (aljibes) -Public areas and rooms  INTRODUCTION TO HOSPITALITY MANAGEMENT ADMINISTRATIVE TASKS OF THE DEPARTMENT (MAINTENANCE MANAGER) ORDER MATERIAL (PURCHASING ORDERS) -Replacement material -Repair material STAFF MANAGEMENT FORECAST ON REPAIRS ANNUAL BUDGET MANAGEMENT  INTRODUCTION TO HOSPITALITY MANAGEMENT GLOSSARY: LABOR RISK: A set of activities or actions taken or planned at all production stages of a company in order to avoid or reduce health risks from work increasing safety and healthy conditions. ACCIDENT: accidents generated at work, or on route to and / or from work ("in itinere") PPE (EPI’s): Personal protective equipment. Any protective equipment for workers with the intention of protecting the different labor risks.