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FINAL REPORT SUPERVISORY SKILLS IN HOUSE KEEPING DEPARTMENT housekeeping term and guestroom cleaning procedures

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Tiêu đề Final Report Supervisory Skills in Housekeeping Department Housekeeping Term and Guestroom Cleaning Procedures
Tác giả Nguyễn Thị Thanh Trúc
Người hướng dẫn [Name and Title of Instructor if available]
Trường học Ton Duc Thang University
Chuyên ngành Hospitality Management
Thể loại Final report
Năm xuất bản 2020
Thành phố Ho Chi Minh City
Định dạng
Số trang 33
Dung lượng 1,52 MB

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1 Housekeeping term and uestroom cleaning procedures g1.1 Houskeeping term explain HK term is an acronym for the condition of the room or the items in the HK department, that make it ea

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VIET NAM GENERAL CONFEDERATION OF LABOR

TON DUC THANG UNIVERSITY

FACULTY OF BUSINESS ADMINISTRATION

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Table of Contents

1 Housekeeping term and guestroom cleaning procedures 4

1.1 Houskeeping term explain 4

1.2 Housekeeping cleaning procedures 8

2 General duties of housekeeping department supervisor 9

2.1 Summary content 9

2.1.1 Relationship with other departments in the hotel 9

2.1.2 Business connections outside the hotel 11

2.1.3 Good management and warehouse arrangement 11

2.2 Practical exercise 12

2.2.1 Exercise 1 12

2.2.2 Excersie 2 14

2.2.3 Practical 3 19

3 Monitor the living room area 20

3.1 Duties of Housekeeping supervisor 20

3.1.1 Duties of morning shift supervisor 22

3.1.2 Duties of the laundry area supervisor 22

3.1.3 Divide room for staff and check room 22

3.1.4 Lost & Found procedures 24

3.1.5 Maintenance procedures 24

3.1.6 Duties of the laundry area supervisor 25

4 Monitor the public area 26

4.1 Duties of public area supervisor 26

4.2 Cleaning and maintenance of public toilet 26

4.3 Maintenance of common types of floors 27

4.4 Caring for ornamental plants and handling insects 28

5 Monitor the laundry area 29

5.1 Duties of the laundry area supervisor 29

5.2 Fabric washing process 31

5.3 Solving guest’s clothes process 33

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LIST OF ABBREVIATIONS AND ACRONYMS

Order Acronyms Abbreviations

4 F&B Food & Beverage

LIST OF FIGURES

Figure 2.1 ROSTER 13

Figure 3.1 Room status rotation 23

Figure 5.1 Structure of laundry department 30

Figure 5.2 Washing procedure 31

Figure 5.3 Solving guest’s clothes procedure 33

LIST OF DIAGRAMS Diagram 3.1 Lost and Found Procedure 24

Diagram 3.2 Maintenance Procedure 25

Diagram 3.3 Periodic cleaning of the Laundry area 26

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1 Housekeeping term and uestroom cleaning procedures g

1.1 Houskeeping term explain

HK term is an acronym for the condition of the room or the items in the HK department, that make it easy for staff to use when reporting guest service activities every day

• Room Occupancy

The term Room Occupancy refers to how a hotel utilizes its available space This

is done to ensure that hotels make the most use of all available space in their public areas

It can also be used to decide whether or not more or less furniture should be installed

• Make up room

One of the basic housekeeping services provided aside from cleaning and preparing guest room before they arrive is the Makeup Room room is renewed thru a clean up – garbages are removed, sheets and towels are changed, beds are fixed, bathrooms are sanitized, and amenities are replenished leaving your stuffs tidied up on the spot where you left them

• Check in (C/I)

It usually entails guests entering the lobby, presenting themselves at the reception counter, handing over identification and a credit card, and receiving a key to a room and some instructions also

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• Occupied Dirty (OD)

Guest currently occupies the room, the night has passed, but room has not yet been serviced by housekeeping

• Occupied Clean (OC)

Guest currently occupies the room, and room has been serviced by housekeeping

• Expected Arrival (EA)

Rooms which are due to arrive today

• Expected Departure (ED)

List of guest who is expected to depart for the day/selected date The list shows the guest name, number of guests, room, room type, reservation details, billing details etc

• Turndown Service

Turndown service refers to the preparation and refreshment of the room for bedtime This does not only refer to the fixing of beds but includes redying of the entire room

• Lost and Found

Should guests lost any of their belongings, the housekeeping and security staff would register the notification; and should the personnel or any person found this belonging within the hotel, then the person would bring it to this section in order to return

• Occupied no bagga ge (ONB)

Guest has no baggage

• Light Baggage

Guest has light or very less baggage

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• Out of order (OOO)

Rooms kept under out of order are not sellable and these rooms are deducted from the hotel's inventory A room may be out-of-order for a variety of reasons, including the need for maintenance, refurbishing and extensive cleaning etc

• Arrival list

List of guests who is expected to arrive for the day/selected date The list shows the guest name, number of guests, room, room type, reservation details, requests etc The arrival list provides information and will be distributed to departments such as uniformed staff, housekeeping, security, F&B, and kitchen to assist these departments in their planning for operational duties

• Sleep out (SLO)

A guest is registered to the room, but the bed has not been used

• Out of town (OOT)

A simple way to let someone know that guests are going to be away for more than one week

• House use (HU)

Room is used by the hotel staff or someone staying from the management team

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• Long staying guest/room

Guests who are looking to stay for longer than seven to 14 days would be considered extended stay guests, and their needs are different from those of traditional leisure travelers

• Extra person (EP)

• Extra bed (EB)

• Baby Cot (BC)

• Day use (DU)

Rooms which are sold for a few hours and doesn't normally provide overnight stay Hotel rooms for day-use have the same check-in and check out date because day use - -guests will only stay in their hotel room during the day

• Late C/O

The guest has requested and is being allowed to check out later than the normal/standard departure time of the hotel

• Handicapped guest/room

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An accessible room is a room that is easy for disabled people to enter and leave These facilities are provided in the accessible rooms: Accessible toilets with plenty of space for easy transfers, proper bed height roll-in showers accessible parking spaces , , close to the entrance, accessible room close to the elevator or on first floor, proper counter height, accessible exercise areas

1.2 Housekeeping cleaning procedures

Step 1: Enter the room

Step 2: Turn off the lights – open the windows

Step 3: Remove rubbish – check lost and found – electrical equipment

Pick up any trash left in the room Be sure to look in unexpected places where trash may be lurking such as inside drawers, around the bed frame, in corners, on windowsills and even behind dressers Check if the guest forget their asset when they check out, and check the lectrical e eqiupment

Step 4: Make the bed

Be sure to smooth out every part of the bed starting with the mattress pad Replace everything from the pillows to the sheets to the bedspread so your guests can have a clean and pleasant experience

Step 5: Dusting

Dust all surfaces, starting from the top and working your way down towards the floor Don’t forget to dust any hard-to-reach or easy to miss areas, like light fittings, head boards, under the bed, or the top of wardrobes and cupboards

Step 6: Fill amenities

Make sure all other items provided by the hotel are replaced This includes personal care products through to tea/coffee facilities, laundry bags, do not disturb signs, notebooks and guest guides Always make sure fresh glassware and mugs are used and that any clocks are set to the correct time with the alarm off

Step 7: To vacuum

Always vacuum last and once finished in the room vacuum out the door As you vacuum check the carpet for any damage or stains Remove any spots from food, drink

Step 8: Bathroom cleaning

The bathroom is an absolutely critical space to keep spotless You want to clean and disinfect every part of the bathroom from the toilet to the tub/shower to the sink

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Also, be sure other details are taken care of including replacing the linens, bathmats, and robes along with cleaning the hairdryer if needed – even the lint trap This

is time for you to be as detail oriented as possible because a bathroom that appears to be dirty will automatically leave a negative impression on a guest

Check for any evidence of a previous guest, including hair, watermarks, fingerprints, traces of products, smudges on the mirror, even drip marks the outside the trash can, etc

Step 9: Close windows and perform one last check

Once you’ve completed all the steps listed above, you want to take one final walk around the room to double check everything is in place and meets the- standards of your hotel

Step 10: Close the door and record report

2 General duties of housekeeping department supervisor

2.1 Summary content

2.1.1 Relationship with other departments in the hotel

• Relationship between HK and FO department

The relationship between housekeeping and the front desk should be quite close After housekeeping has finished preparing the room, the front desk sells it It will be difficult for a front office to sell a room unless and until a close relationship is maintained, as the housekeeping department cleans and shapes the room after the guest departs, and the front office reports the number of rooms vacated to the housekeeping department so that the housekeeping department can clean and hand over the rooms

• Relationship between HK and Engineering department

The maintenance of the hotel or the goal of maintaining the furnishings in functioning condition for the safety of the guests is one of the most essential duties of the housekeeping department As a result, appropriate coordination with the engineering department is required Which actually carries out the task of fixing out of order furniture, replacement of all the all the electrical goods repairing of all the plumbing items etc

• Relationship between HK and F&B department

Clean tablecloths, napkins, and other F/B items are continuously required at restaurants, banquets, and other F&B establishments The employees who operate in certain locations must wear clean uniforms on a regular basis The former because they come into contact with guests, and the latter to maintain a high level of hygiene All

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F/Boutlets require housekeeping to ensure that the outlet is clean before it opens to the public

• Relationship between HK and Purchasing department

The purchase department procures out-stock items for housekeeping, such as guest supplies and amenities, stationery, linen, cleaning materials and equipment, and so on Housekeeping should convey their requirement to purchase by way of advance notice in the form of a purchase requisition

• Relationship between HK and Accounting department

Accounting department needs collaboration of housekeeping services for signing invoices in a timely manner, personnel attendance schedules are prepared timely for payment of wages to the personnel and preparing periodical tables In order to compare with front office reports, empty and full bed capacity reports should be delivered by housekeeping services in a timely manner

• Relationship between HK and Sales/marketing department

Supply of promotional brochures, rate cards, or other items such as pen stand in the guest rooms Collection of soiled uniforms from the S&M department and provision

of ready uniforms to the S&M staff daily

• Relationship bet ween HK and Personnel HR department

Housekeeping coordinates with the personnel department for recruitments of housekeeping staff, managing their salaries and wages, addressing indiscipline, following through grievance procedures, issuing identity cards for employee, running induction program, maintaining locker facilities, completing income tax formalities, effecting transfers, promotions, appraisals, and exit formalities, procuring trainees and organizing training sessions

• Relationship between HK and Security department

The coordination here is mainly concerned with the prevention of fire and thefts and the safekeeping of keys and lost property There are so many security hazards on the floor that this liaison is particularly important and housekeeper cooperates by endeavoring to see that housekeeping staff are aware of the hazards Housekeeping personnel should also report anything of a suspicious nature immediately to the security staff However, a guest may take advantage of this privacy and may be engaged in certain illegal activities such as gambling, smuggling and so on Housekeeping personnel have

to be alert to this risk and seek the security department’s intervention if necessary

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2.1.2 Business connections outside the hotel

• Colleagues

Sharing experiences and useful information for HK department activities

Borrowing extra bed, tools, utensils,

Assist in washing clothes when the machine breaks down

• Supplier

Supplying materials and goods used in HK department

Consulting on the quality of goods

Consulting price

• Pest control

Controlling pest in hotel

Emergency handling of insect pest situations arising in the hotel

• Chemical supply

Supplying of goods in HK department

Consulting on chemical knowledge

Supporting to train ways to use chemicals according to standards

• Laundry service

Provide laundry service for HK department and hotel guests

• Cleaning service

Cleaning the outside glass periodically

Providing public cleaning services for the hotel

Maintaining of all types of floors in the hotel need

2.1.3 Good management and warehouse arrangement

Because the goods in the warehouse of the Housekeeping department are quite a lot, each hotel needs to have a arrange principle that all employees must follow to take stock of the goods in the warehouse and order goods in time

When science advances, today hotels manage goods in warehouses entirely by software, but they should make a warehouse diagram to keep in the HK room or stick it

on the door, its will help supervisors locate the goods they need to find, need to arrange according to the principle of first in, first- -out (FIFO) for Minibars, food, and drinks Next, it is necessary to write the code of the goods, the name of the goods, and the date

of import and export for easy reporting The shelves in the warehouse also need to be marked, so that not only supervisors but all employees who need to find goods can easily find them

There should be signs indicating the location of goods, types of goods, and goods must be arranged scientifically and neatly Commodity in the warehouse must be arranged according to the principle of light goods on top and heavy goods below, be careful with fragile items such as glass and porcelain And for fabrics that need to be preserved more carefully, they must not be placed close to the wall and must be at least

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30cm from the ground, as well as avoid leaving the fabric where there is direct sunlight, which will easily cause the fabric to be damaged

For cleaning chemicals, which will be stored separately, they should be noted in Vietnamese so that everyone can easily recognize them In each warehouse, there must

be a manual on using chemicals showing the ratio of mixing chemicals More important

in the arrangement of the warehouse is to meet fire protection standards

365 − 252 12+ + (10 × 3)7 = 271 days*HBST is:

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• ROSTER

50% Fulltime: 14

50% Parttime: 14

Figure 2.1 ROSTER

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The number

of beds

The number

of bed sheet

in each bed

The minimum standard coefficient

The minimum number

of bed sheets and duvet in each type

of room

Total the minimum number of bed sheets and duvet cover

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The number

of beds

The number

of bed sheet in each bed

The minimum standard coefficient

The minimum number

of bed sheets and duvet

in each type of room

Total the minimum number of bed sheets and duvet cover

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± Calculate the number of Bath towel and Bath mat needed to purchase

• Bath towel

Type of room Rooms Room

rate

The number of rooms according

to room rate

The number

of bath towel in each room

The standard coefficient

The number

of bath towel each type

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