BTEC HND in International Hotel Management

Assignment Title: Accommodation Operations

Tutors Name: Ariene

Student Name: Md. Rashidul Islam

Date of submission: 27/04/2009

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Contents

Table of Contents

Introduction...........................................................................................................3

The purpose of assignment...................................................................................3

Activity 1...............................................................................................................3

Task1..................................................................................................................3

Task 2...............................................................................................................19

Task 3...............................................................................................................20

Task 4...............................................................................................................27

Task 5...............................................................................................................31

Task6................................................................................................................36

Task7................................................................................................................44

Task 8...............................................................................................................48

Activity 2.............................................................................................................50

Activity 3.............................................................................................................53

Bibliography.........................................................................................................57

Declaration of academic honesty........................................................................58

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Introduction

The purpose of assignment

The purpose of this assignment is to unable learns to demonstrate the ability to

Evaluate the services provided by the room division Investigate the factors that contribute to effective management and

business performance in the accommodation service function

Action plan

Date Activities1st week Research on room furniture 2nd week Visit to John Lewis and

finished room design3 rd week Activity 1 and activity24th week Activity 3

Activity 1

Task1Make recommendation regarding the floor plan, facilities,

flooring, lighting, furnishing (bedroom and bathroom), linen (bedroom and bathroom) and décor fully equip this room. To support your recommendation you should provide a scale drawing your floor plan, as well as sample of materials and illustrations. You should also calculate the cost of furnishing, decorating and equipping the room design.

According to the target market I have tried to decorate the room with the help of room arranger software.

My tutor gives the overall instruction how to organise and how it should be.

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When I did my shopping my shopping I considered those things

Visual impact: In my room decoration I always try to attract the guest by various colour modern equipment. I bought that furniture that is visually attracting the guest.

Ambience: In my room polished design of its facade and interior. The illuminated structure of the hotel room astounds the guests at the very first glance

Appropriate for the market: In my room I was keep desk for the business guest, wireless internet access, TV and sofa for leisure guest.

Durability: when I choose the furniture I choose highly durable equipment like Linen, furniture, TV etc. all the electric equipment has at least 2 year warranty

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Cost: before I choose any thing I always thought budget then I brought comparison with the budget.

Access and mobility: this room has 8 meter long there is a lot of space between bed and desk if u looks at the room design you can see nothing is congested as well as bathroom.

Air flow: the ventilation system in my will definitely impressed the guest because my room has 4 meter window that creates air flow.

Fire regulation: this has smoke dictators and fire extinguisher. If there is any unwanted situation occurred guest can easily get rid of it.

DDA (disability discrimination act): in this room for the disable people they can easily movement there is a disable rail in the bathroom.

Cleaning and maintenance: For the bed there is wheel because of easily movement of the beds and most of the furniture are wooden that’s why easy to clean and maintain.

Shopping list

Item Item Item Item

Mattress cover

W135xL200 £80 A key component of the bed set is the mattress cover. Between billions of wool fibbers are air pockets that enable your entire body to breathe much more comfortably. The mattress cover is essential protection from dust mites, chemicals, or toxins that surface from your mattress.

Mattress protector

W90×L190 £30 The hi-tech breathable anti-allergenic Coolmax fabric from Du Pont absorbs moisture at twice the rate of cotton keeping you cool and comfortable by forming a transport system that pulls moisture away from your body to the outer layer of the fabric. Coolmax was originally developed to meet the demanding needs of top class athletes for whom it is important to stay fresh and dry. The Polar Fleece on the warm side is made from a 100% multifil Polyester which is non-allergenic providing softness,

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warmth and a luxurious feel

Duvet

W135x200 £29 Polypropylene, hollow fibre filled duvets   They all conform to British standards and are 100% hollow fibre filled, allergy free and fully machine washable. They are box stitched to keep an even spread of the fill throughout the duvet

Duvet cover

W135x200 £45 100%cottonwww.johnlewis.co.uk

18x18 £160 This fully conforming pillow has the same great FLOAM feel as you'll find on our FLOAM Comfort Overlay. Form your FLOAM pillow to the individual curve in your neck and spine. Stabilize your sleep position when you need it. Relax as your pressure and alignment problems melt away

Pillow cover

18x18 £30The fantastic display of colours in bright shades of red, pink, orange, white and black shows flowers exploding with personality on this contemporary floral toss pillow. This bold design continues on the back. Pocket style pillow cover is easy to remove for cleaning in your washer/dryer. Pillow form is feathers & down.

Bed spread

W135x200 £80 INTERNET SPECIAL!!! FREE UPS Ground Shipping within the continental US on!

100% cottonMade in USA!!

W90×L190xH112

£150

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Tea, coffee making kettle

£65.99Function: making coffee

3) Material: plastic and stainless steel r small offices and establishments it doesn't make sense to install a vending machine. This limitation gave birth to another idea at PLUS BEVERAGES.

Presenting the Tea-Coffee maker from PLUS. It makes Tea / Coffee making so easy, you can almost have it anytime. The product comes in a complete stainless steel body with a thermostat to help you get a desired taste for your beverages.

For best results use only with premixes manufactured by PLUS BEVERAGES

Drinking glass

£18.99 We carry a wide range of beautiful

glassware to suit all your needs.

Engraving, embossing or printing of

your own logo and design also

available.

Item size Cost

Comments

Desk

W60xL70 £50 Ergonomic shape desk top with choice of left or right return

Knock proof 2(mm) heat sealed PVC rounded edging

Steel C leg design for maximum space with adjustable feet &

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protective bungs

Legs made from 16 gauge steel & powder coated in graphite grey

Dimensions & choice of colour(see below)

Easily assembled

Source: http://www.furnitureatwork.co.uk/015664

Ward drop

£500 Wardrobes - Mirrored Wardrobes

Pine Furniture - Pine Wardrobes

Wardrobes - Triple Wardrobes

Wardrobes - Wardrobes with DrawersSource: http://www.wimbledonpine.co.uk =S622&?source=webgains

Hanger

332 x 400 - 21k £5 Wooden, durable and long lastingSource: 332 x 400 - 21k

Iron

212 x 116mm £8 Specifications: a) Functions: steam / spray / burst / verticalb) Soleplate: non - stick / stainless steel c) Specification: 110 - 127V / 60Hz, 1000W; 220 - 240V / 50Hz, 1200W - 1800W

http://www.germes-online.com/catalog/93/481/24906/sell_electric_iron.html

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Lamp

£10 Banker, on the other hand, needs a strong focused light to illuminate accounting ledgers. The banker’s desk lamp has a rectangular shade, which creates a book-shaped light pool. These desk lamps have a strong nostalgic feel. The classic banker’s desk lamp has a dark green glass shade, with a gold pull chain.

http://www.builderssquare.com/xbg_Desk_Lamps_Buying_Guide_68.aspx

TV

20 inch £190 www.reghardware.co.uk/2006/02/03/dell_lcd_tv.jpg

Arm Chair

25 x 23 x 39 inch

£50 The Windsor Arm Chair is the part of the Rossetto�s Interni Modern Collection. The Windsor Arm Chair by Rossetto is constructed of Birch wood solids and Wood veneers coated in a rich Cherry Finish. The chair has an upholstered seat with a patterned fabric in a light colour. The back of the chair has an 'x' shaped splat back as well as a support piece across the back. It sits on legs that taper slightly in the back. The chairs are very comfortable and durablehttp://www.thefurniture.com/store/RSTO-WINDSOR-ARMCHAIR.htm

Coffee table

360 x 360 - 12k £50 Features:a) Materials: tempered glass, steel tubesb) Various styles and sizes available

www.thefurniture.com/store/RSTO-WINDSOR-ARMCHAIR.htm

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Mini bar

24x24x24 inch £90 Manufacturer and exporter of minibar, mini refrigerator, and portable coolers (portacool) for hotels, hospitals, cruises, camping’s, yacht, caravan, etc. In Turkey. We are exporting our products to 27 countries and also we have CE, case certificates. We would like to make cooperation with your companies.http://www.alibaba.com/catalog/10984330/Minibar.html

Telephone

£30 Specifications: a) D / T switchableb) Hi - lo ringer c) Flashd) Rediale) IDD lockhttp://www.alibaba.com/catalog/10984330/Minibar.html

Full carpet

www.spongobongo.com/Oriental_Rugs/Persian_Rug...

Curtains

200x200

1mx1m=£25

£100 Atmosphere to the interior of room with our extensive range of curtain fabrics of classic designs in various tints and shades for understated elegance. All of our curtains come fully lined, or if you prefer we can create any made-to-measure cheap curtains from our wide variety of material with modern tiebacks, poles

www.nets2go.co.uk/pics/cheap-curtains.jpg

Alarm Clock

£15 Those alarm clocks that wake you with the gentle lapping of waves on some tropical beach, easing you oh-so gently from the depths of sleep into the realms of wakefulness? Yeah? Well, this isn’t one of them

uk.gizmodo.com/loud%20alarm

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%20clock.jpg

Smoke detector

The most popular models in the Fire range, these dual supplies, 230v mains, interconnectable units come with a long life Energizer Alkaline battery providing a standby supply for up to 4 years.  Alternatively the L models come complete with a Lithium battery for 10 year battery backup

www.alertelectrical.com/Fire-CO-and-Disabled-...

Fire Extinguish

£15 1. Quickly size up the situation, and stay calm. Most fire extinguishers only last for 30-40 seconds.

2. Fire extinguishers are located near room exits or in hose cabinets located in the hall ways.

3. Get everyone out, pull fire alarm. If fire is still small, fight it using appropriate extinguisher.

4. Keep near the door - so you have an escape.

5. Stay low - out of heat and smoke

Lighting

Number 4 £30 THE FUTURE IS LED

With no moving parts, LED lights won’t burn out; they use a tiny amount of energy and will last up to 30,000 hours. Many experts see them as the future of low-energy lighting. At the moment, applications are limited to creative and decorative solutions such as lighting hallways and garden decking. Mix red, green and blue LEDs together and you’ll be amazed at the whole rainbow of mood lighting effects you can achieve.http://www.granddesignslive.com/

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gd/detail.php?page=250&s=33

Hair dryer

£15 2000 Watts true professional long life AC motor

Ceramic element for fast gentle radiant heat

EHD - Even heat distribution technology

Ionic conditioning

3 heat settings

3 speed settings

Separate true cold shot

http://www.amazon.co.uk/Philips-TRESemm%C3%A9-HP4892-07-ProCeramic/dp/B000A7NMVW/ref=sr_1_1?ie=UTF8&s=personal&qid=1208645686&sr=8-1#moreAboutThisProduct

Luggage bench

60x23x38 £25 Frame is kild dried select hardwood; Joints/rails are double doweled, glued and screwed. Cornerblocks are glued and screwed and have a lag bolt thru the corner block into the legs for additionalStrength.www.furnitureconcepts.com/.../Benches?id=112

Overhead lamp

£30 Energy and will last up to 30,000 hours. Many experts see them as the future of low-energy lighting. At the moment, applications are limited to creative and decorative solutions such as lighting hallways and garden decking. Mix red, green and blue LEDs together and you’ll be amazed at the whole rainbow of mood lighting effects you can achieve.http://www.granddesignslive.com/gd/detail.php?page=250&s=33

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Floor Lamp

£50

With no moving parts, LED lights won’t burn out; they use a tiny amount of energy and will last up to 30,000 hours. Many experts see them as the future of low-energy lighting. At the moment, applications are limited to creative and decorative solutions such as lighting hallways and garden decking. Mix red, green and blue LEDs together and you’ll be amazed at the whole rainbow of mood lighting effects you can achieve.http://www.granddesignslive.com/gd/detail.php?page=250&s=33hd=4

Trouser press

40x150 £25 30 minute setting

Manual cancel option

Coin tray

Wall mounted option (fixings

included)

Black Ash or Beech wood

effects, or White or Satin

Chrome finish

http://www.mensclothingroom.com/checkout

Bedside table

£30 Barn wood Bedside Table that matches our barn wood beds. Made of 100 year old barn wood in contrasting shades. Top has 100 year old barn roof tin preserved under a glass top. Has one drawer. Inside of drawer made from cedar. We also utilize a board and batten approach that is more reminiscent of actual barn siding with .75 inch battens over the barn

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wood plank joints on the sides of http://www.allthingsrustix.com/rustic-barnwood-tables.html the table.

http://www.allthingsrustix.com/rustic-barnwood-tables.html

Mirror

150x100 £55

Iron board

120 x 35cm Features and specifications: a) Unique clipper b) With retractable chrome wire iron restc) White powder coatedd) 100% cotton cover and felt pad

Light

T0tal number:4 £70

With no moving parts, LED lights won’t burn out; they use a tiny amount of energy and will last up to 30,000 hours. Many experts see them as the future of low-energy lighting. At the moment, applications are limited to creative and decorative solutions such as lighting hallways and garden decking. Mix red, green and blue LEDs together and you’ll be amazed at the whole rainbow of mood lighting effects you can achieve.http://www.granddesignslive.com/gd/detail.php?page=250&s=33hd=4

Bins

19 1/2 L x 15 1/2 W x 10 H inch

£6.99 All plastic construction won't rust, dent, chip, or peel.• Patented design allows convenient stacking or nesting.• Rounded corners and smooth surfaces are easy to clean

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http://uk.shopping.com/xGS-plastic%20bins~NS-1~linkin_id-8019934

Curtains for window

200x2001mx1m=£25

£100 atmosphere to the interior of room with our extensive range of curtain fabrics of classic designs in various tints and shades for understated elegance. All of our curtains come fully lined, or if you prefer we can create any made-to-measure cheap curtains from our wide variety of material with modern tiebacks, poles

www.nets2go.co.uk/pics/cheap-curtains.jpg

Item Cost Size Comments

bathroom mirror

£99.99 C180 Antique Pine Mirror 62x21in (1575x533mm)

Amenities

£10 www.sainsbury.co.uk

Bins

£6.99 All plastic construction won't rust, dent, chip, or peel.• Patented design allows convenient stacking or nesting.• Rounded corners and smooth surfaces are easy to clean http://uk.shopping.com/xGS-plastic%20bins~NS-

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Bath tub

£529.99 190x100

tyres; wiper blades; cooling system seals; elastomeric hose for

coolant, fuel, and brake fluid;

Cylinder-head gaskets.http://www.amazon.co.uk/Brabantia-Toilet-Brush-Holder-Brilliant/dp/B000MS2VES

Toilet brush

£12.99 Corrosion resistant

Easy to clean

Holder discreetly covers the brush

Ideal for the bathroom or toilet

Holder made from aluminium with polyester coating or chronium steel

Matching toilet roll holder, wall bin or pedal bin available

Plastic brush

10 Year guarantee

http://www.amazon.co.uk/Brabantia-Toilet-Brush-Holder-Brilliant/dp/B000MS2VES

Toilet

£119.99 4 Piece Bathroom Suite

Basin with 1 Tap Hole - W: 56cm x D: 46cm

Full Pedestal

Close Coupled Toilet - W: 35.5cm x D: 67cm

Dual Flush Cistern & Toilet Seat

http://www.amazon.co.uk/Brabantia-Toilet-Brush-Holder-Brilliant/dp/B000MS2VES

Shower Curtains

£4.99 Spotty Pvc Shower Curtain Including 12 Curtain Rings

180x180(70"x70") Including 12 Curtain Rings

100% Waterproof PVC

Choose Textiles Direct For The

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Best Prices And Choice Of Soft Furnishings On Amazon http://www.amazon.co.uk/Brabantia-Toilet-Brush-Holder-Brilliant/dp/B000MS2VES

Towels rack

£89.99 Bathroom Accessories

Urban Steel

Product Finish: - Polished Stainless Steel

W600 x H150 x D280mm

http://www.amazon.co.uk/Brabantia-Toilet-Brush-Holder- Brilliant/dp/B000MS2VES

Towel

£40 4 Six times lighter than a standard beach towel

Dries 8 x quicker than a standard beach towel

Takes up 1/8th packing space of a standard beach towel

Colour: white Flowers

Large Towel 62cm x 110cm

http://www.amazon.co.uk

Hooks

£9.99 SIZE: 33cm (H) x 7cm (W) x 3cm (D

MATERIAL: Solid Pine / Stained & Chrome

COLOUR: White

http://www.amazon.co.uk

Toilet rolls

£20 Bliss - (68740) Classic Toilet Roll Holder And Store - 68740

Bliss Inspirations Bathrooms Recommended Manufacturer

http://www.amazon.co.uk

Soap case

£2.99 http://www.amazon.co.uk

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Socket

£9.99 Adjustable codes on each

switch

Up to 20 metre range

Manual On/Off button on each switch

Remote battery - 1 x 12V (23A) - supplied

http://www.amazon.co.uk

Light

£6 THE FUTURE IS LED

With no moving parts, LED lights won’t burn out; they use a tiny amount of energy and will last up to 30,000 hours. Many experts see them as the future of low-energy lighting. At the moment, applications are limited to creative and decorative solutions such as lighting hallways and garden decking. Mix red, green and blue LEDs together and you’ll be amazed at the whole rainbow of mood lighting effects you can achieve.http://www.granddesignslive.com/gd/detail.php?page=250& s=33

disable rail

£80 High Speed Rail Train Disable-Friendly Lavatory

www.amazon.co.uk

Makeup mirror

£49.99 Deluxe vanity makeup mirror with standard 3x magnifier (higher magnification available). 10" diameter x 13" high x 5.5" deep. Made by Remcraft in lighted and unlighted versions

Towel ring

£7.99 Croydex - (QM311541) Twist n Lock Towel Ring - QM311541

Croydex Inspirations Bathrooms Recommended Manufacturer

http://www.amazon.co.uk

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Tissue Box

£3.99 Number: 1box

2008-13) Gedy Tissue Box by Gedy

http://www.amazon.co.uk

Sanitary bags

£3.31 For the sensible disposal of all kinds of sanitary and feminine hygiene products, our bags are made from 100% post consumer waste. If flushed, sanitary waste fouls the seas and endangers wildlife.guardianecostore.co.uk/guardian/product.a...

Bathroom mat

£4.89 Colour: blue

Non-slip rubber backing

Absorbs 6 times its own weight

Washing machine washable 40C.

www.amazon.co.uk

Heating radiator

£185

1.5kW with adjustable thermostat operation

3 heat settings with neon indicator

7 oil filled radiator panels

Overheat safety cut out

Frost guard setting

Mounted on castors for complete mobility

Conforms to current UK safety regulations

Finish: Pale grey.

From the room decoration and shopping list we can tell that this room is suitable for business and leisure guest. From my point of view this hotel definitely attracts their targeted guest.

My total cost is £4004.70 that is within the budget.

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Floor Supervisors (3)

Public Area Supervisors (2)

Horseperson (3)Room attendants (12)

Public space attendant (4) and night cleaner (1)

Linen Attendants (2)

Executive Housekeeper (1)

Assistant Housekeeper (3)

Linen/Uniform Supervisor (2)

Task 2The organisation chart of a housekeeping department and their all

position

Source of this chart: Margaret M. Kappa, Aleta Nitschke, Patricia B. Schappert (page 47) and Sudhir Andrews (2003, page 5)

Task 3Job description and person specification of different housekeeping staff

Sources: hotel housekeeping by Sudsier Andrews’s page17-24, www.hilton.co.uk

Executive housekeeper: this is one of the most important position in the hotel science its carries responsibility for the cleanliness, maintenance and aesthetic

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appeal of facilities in order that they are sanitary, desirable and in saleable condition. The good housekeeper because of need to cooperate with many other department heads must possess a high degree of tact as well as good organising ability. To achieve an understanding of the total scope of

Job Description

Title of position: Executive housekeeper

Reports to: Hotel General Manager.

Supervisor: All Housekeeping employees.

Co- ordinates with: Food and Beverage Manager, Chief engineer, Front office Manager, Night Manager, and Laundry Manager.

Duties and responsibilities:

1. Supervise and be responsible for cleanliness, order and appearance of the hotel rooms and public areas, annexes, cottages, employees, facilities, service corridors, linen and uniform rooms and shopping arcades.

2. Schedule, recruit, train, and recommend hiring, discharging and discipline of all department employees through management and in accordance with labour regulations.

3. Prepare reports as required.4. Participate in all department head meetings.5. Supervise preparation of maintenance requisitions and maintain follow-up

file to ensure that all public areas and guest accommodations do not deteriorate from standard.

6. Train all employees to perform the standard procedures as applicable to their job positions.

7. Develop and recommend standard procedures for new tasks or changed conditions.

8. Inspect personally, and supervise inspections by assistants of all areas in a frequent and unvarying schedule.

9. Pay particular attention on inspection to the presence of odours and pests.10.Work closely with the General Manager on day –to- day Housekeeping

requirements.11.Supervise all linens and recommend the maintenance of adequate

quantities of cleaning equipments and cleaning supplies with due regard to delivery requirements and import restrictions.

12.Develop and supervise the maintenance of the lost and found procedure including the disbursement of unclaimed articles to employees.

13.Prepare the annual housekeeping budget for submission to the General Manager.

14.Identify reliable suppliers of housekeeping materials including carpets, linen, etc, and recommend them to the purchase department.

15.Develop housekeeping systems and procedures and see that they are followed.

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Among the executive housekeeper’s duties, the following should never be overlooked:

1. Daily inspection of public spaces and employees’ locker rooms.2. The issuance of orders to housemen, window washer, upholstery and

furniture yard employees and cleaners. Daily briefing of housekeeping supervisors, Room Attendants, Uniform Room and Linen Room Supervisors.

3. Daily checks on the quality of housecleaning in guest rooms with particular attention to suites.

4. Checking incoming order of supplies.5. Immediate attention to complaints.6. Inspection trips of shop, linen room and guest rooms and the issuance of

instructions for correction.7. Co-ordinating the preventive maintenance schedules of rooms with the

maintenance department.8. Daily review of the reports of Deputy Housekeepers/ Supervisors and / or

Head Houseman.9. Immediate attention to requests from guest and to orders and requisitions

involving replacement or charge of room equipment.10.Frequent contact with the interior decorating services covering proposed

work, work- in- progress and finished work.

Hours of work: full time, 39 hours in a week

Person Specification

Job Title: Executive housekeeper.

Category: Management.

Educational qualifications: Minimum graduate, preferably in home science or a diploma in Hotel management.

Equipment skills: Knowledge of all housekeeping equipment.

Physical qualification: Healthy and sturdy.

Mental qualification: Should be able to prepare a budget.

Personality consideration:Must display leadership skills.

Language skills: Written and spoken English

Previous experience desired: Minimum five years as a Deputy Housekeeper or In charge of hospital, or College hostels.

Special requirements: Should be good at managing resources of money, materials, space, time, men and

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equipment. Should have training skills and an eye for detail.

Life style characteristic: able to work public holiday and flexible

Housekeeping Supervisor

This position should be occupied by a competent, personable individual who knows his employee well and is, above all, able to meet the public. This latter requirement is important since supervisors are representatives of the Executive housekeeper in the areas assigned to them.

Job Description

Title position: Housekeeping Supervisor.

Reports to: Assistant Housekeeper.

Supervisor: Housekeeping employees allotted her area of activity.

Co-ordinates with: Front office, Engineering, Laundry, Room service

Responsibilities and duties Public Area

1. Check all public areas against area check-list and see that they meet the standards of cleanliness stipulated.

2. Remove furniture, curtains and other fixtures, which require repairs, mending, spotting, washing, etc.

3. Maintain a regular and complete advance schedule programme for renovating public areas after receiving the final concurrence of the executive housekeeper.

4. Prepare schedule for the chandelier cleaning crew.5. Prepare schedule for the carpet shampoo crew.6. Inspect staff turnout.7. Train new recruits.8. Submit performance appraisal of staff working under her/his

control9. Clean safety and security systems in public areas, e.g. locks

shutters, etc.10.Account for furniture movements, if any.11.Initiate and follow –up maintenance orders for public areas/

service area under her control.12.Check and control equipment like Hoovers, floor washing

machines, floor polishing machines, carpet shampoo and beating machines and ensure that they are used correct.

13.Undertake daily roistering of staff when required.

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Floors

1. Assign duties to the floor housemen and room attendants.2. Inspect staff turnout.3. Inspect each room completed by room attendants according

to specified room checklist and ensure they meet the standards of the establishment in terms of cleanliness, functional and aesthetic value.

4. Check par stock of linen and guest supplies and cleaning supplies on floor and ensure timely delivery of soiled linen to laundry and requisition fresh linen from linen room, guest supplies, cleaning supplies from the stores.

5. Train room attendants and housemen for maximum productivity and standards of efficiency.

6. Submit performance appraisals periodically for each staff under his/her control.

7. Check all safety systems on the allotted floors.8. Lease with security on security aspects on guest floors.9. Account for movement of linen from her floors.10.Prepare housekeeping occupancy lists for front office.11.Check all maids’ carts to ensure it is well stocked with linen

and supplies and as per standard layout.12.Follow up on maintenance orders sent to engineering sign for

work completed.13.Lease with housekeeping desk for list of rooms that need to

be cleared for sale.14.Call room service for the clearance of soiled trays from guest

rooms.15.Check on the serviceability of all housekeeping equipment on

the floor.16.Undertake daily staff scheduling when required.17.Record “lost and found” items as per laid down norms.

Hours of work: full time, 39 hours in a week

Person Specification

Job Title: Housekeeping supervisor.

Educational qualification: Minimum graduate, preferably in home science. Senior room attendants may also be considered provided they have six years experience and craft course in housekeeping..

Equipment skills: Must be able to handle vacuum cleaner.

Physical qualification: Healthy and sturdy.

Mental qualification: Ability to do simple calculations.

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Personality consideration:Must display leadership skills.

Language skills: fluent in speaking English and good communication skill

Previous experience: Three years in a similar capacity.

Special Requirement: Must have an eye for detail. Social skills to meet guests.

Linen room assistant

His/ her basic role is to issue uniforms and linen to staff according to systems and procedures laid down by management. Also to control the movement of soiled and fresh linen and uniforms to and from the linen/uniform room.

Job Description

Title of positions: Uniform / linen room supervisor.

Reports to: Assistant housekeeper.

Supervises: Linen room attendants and helpers.

Co-ordinates with: Laundry essentially but all other departments’ personnel

Duties and responsibilities:

1. Schedule linen/ uniform room staff.2. Check periodically the condition of uniform and hotel linen.3. Assign daily work to tailors.4. Devise and maintain an effective control system to issue

clean linen and uniforms.5. Co-ordinate closely with the laundry department to ensure

timely supply of fresh uniforms and linen.6. Conduct periodic inventories of linen and uniforms.7. Ensure that all linen, uniforms needing stitching, mending is

immediately attended to before being sent to the laundry department.

8. Ensure that the linen room is kept neat and clean.9. Ensure that all linen, uniforms, materials are neatly and

systematically stacked and arranged.10.Train the staff to perform their duties effectively and,

efficiently.11.Maintain all relevant records in respect of material,

uniforms/linen-their storage and movement.

Person Specification

Job Title: Uniform/ linen room Supervisor.

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Educational qualification: “A” level or equivalent

Equipment skills: Basic handling of sewing machine

Physical qualification: Healthy and sturdy.

Mental qualification: Ability to do quick calculations.

Personality consideration:Should display administrative qualities.

Language skills: English and preferably the local language.

Previous experience: Five years in linen.

Special Requirement: Well organised

Room Attendant

This position is perhaps one of the most critical in a hotel as it comes under every resident guest’s

Scrutiny. His efforts in keeping the rooms clean and safe directly contribute to the guest experience.

Job Description

Title of position: Room attendant.

Reports to: Floor Supervisor.

Supervises: Housemen and trainees.

Co-ordinates with: Housekeeping control desk, laundry, room service, and engineering.

Scope of job: 1. Clean guest bathroom and replenish supplies.

2. Clean guest bathroom and replenish supplies as per room checklist.

3. Report missing or broken hotel property to the floor Supervisor.

4. Maintain a polite, dignified and helpful attitude towards the guests.

5. Attend daily briefings and give attendance.

6. Receive allocation of floor and rooms.

7. Replenish maid cart with guest supplies, detergents and linen.

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8. Count soiled linen handed over to floor linen room.

9. Hand over lost and found articles to supervisor.

10. Make physical check of rooms for preparing the housekeeping occupancy list.

11. Check that all bulbs and switches are working, in case of defect or fuse, report the same to the floor Supervisor.

12. Change the water glass daily and fill the water flakes.

13. Turn down beds in the evening and draw the curtains.

14. Remove and dispose of refuse and rubbish at the assigned area.

15. Return keys to the housekeeping department before going bell boys in carrying luggage when required.

17. Prepare room checklist.

Job Specification

Job Title: Room attendant or chamber- maid.

Category: Non- Management- skilled.

Educational qualification: High school, preferably with a craft certificate in housekeeping.

Physical qualification: Healthy and sturdy.

Mental qualification: Should do simple counting.

Personality consideration:Personable and well-groomed.

Language skills: Should understand English and be able to communicate in Basic English.

Previous experience: One year preferred.

Special Requirement: Must have high personal standards of hygiene and cleanliness.

On the discussion stated above we can see the for room attendant, executive housekeeper, Linen attendant the post job needs those criteria.

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Task 4Summarise (with examples), the main planning activities that are responsibility of executive housekeeper.

Sources:

Executive housekeeper: this is one of the most important position in the hotel science its carries responsibility for the planning in order that they are sanitary, desirable and in saleable condition. The good housekeeper because of need to cooperate with many other department heads must possess a high degree of tact as well as good organising ability. The main key planning responsibility is

Cleaning Staffing Financial planning

Cleaning: The first step of plan for cleaning is list the all inventory list. This list will be long and extremely detail of all inventory. For example all inventories(up to bottom in every single thing) in the stock room as well as laundry and guest room and Inventory lists in order to in which items will be cleaned. This enables the executive housekeeper to the use inventory list as the basis for developing cleaning. The inventory list will count on the regular basis. Some of the items will be count weekly like towels, Linen and the other inventories like TV; lamp etc will be count monthly basis.

Cleaning schedules are essential to ensure effective cleaning and will assist diligence defence. They must be clearly and consciously written, without ambiguity, to ensure that instruction to room attendant are easy to follow and result in objective of the schedule being achieved. The written schedule should be specify like what, how and when it to be clean. For example lobby, room carpet, towel, toilet, bed etc on the daily basis, inside of the ward drop under the bed etc on the weekly basis under the war drop cleaning equipment should done by monthly basis. The deep cleaning is to scheduled on the bimonthly or monthly basis the safety precaution to be taken and the protective clothing to be worn during the cleaning

Effective planning, supervision and organization are required to ensure coordinated and satisfactory cleaning. Supervisor must ensure that there are always sufficient cleaning materials and suitable facilities available and the staff are given clear instructions and /or training on cleaning and using cleaning equipment staff can be motivated to clean if the supervisor lead by example, demonstrate the correct way to clean praise should be given for high standards and disciplinary action may be appropriate for unsatisfactory cleaning. Supervisor is responsible for recording and monitoring that has been cleaned. Supervisor should ensure that after each cleaning session all items specified in schedule have been cleaned satisfactory and any equipment.

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Productivity standards determine the acceptable quantity of work to be done by department employee. An executive housekeeper begins to establish productivity standards by answering questioning, “How long should take for a housekeeping employee to perform a assign task according to department performance standard .when determine a realistic productivity standard doesn’t have to carry around a measuring tape, stopwatch and clipboard, and conduct time and motion studies on all the task necessary to clean and maintain each items on an areas inventories list housekeeping manager must know how long it should take it housekeeping staff to perform major tasks identified on the cleaning frequency schedules such as guest room cleaning. Quality and quantity standard is inverse each other. If the executive housekeeper set the target of quality too high, the quantity of work can be done accordingly may be unacceptably slow. On the other hand if the housekeeper set the target of quantity too high the quality will be poor. For an executive housekeeper should always remember, labour must be carefully allocated to achieve acceptable performance standard standards and realistic productivity standards.

Staffing: the executive housekeeper also have plan for the staffing. For the staffing those are include

Coordinating schedules Coordinating work assignment Recruiting Appraisal Discipline Training and motivating

Recruiting employee: the human resources division assist the executive housekeeper in finding and hiring the most qualified individual.

Internal recruiting: the executive housekeeper access to candidates who have acquired some skills, are familiar with the property, are a known quantity, and have proven themselves. Internal recruiting is attractive for employee’s point of view. It gives employees the opportunity to advance within rank of the property. Possibilities for promotion may enhance employee’s productivity and moral.

External recruiting: executive housekeeper often recruits outside applicants to fill open positions. New employee may contribute fresh ideas and new ways of doing things. External recruiting activities include networking, as well as temporary and leasing employment agencies.

Training: the executive housekeeper’s major responsibilities are to train the employee on the regular basis. After finished the training housekeeping manager should follow up on them. The training method based on four steps. Steps are prepared to train, present, practice and follow up. When employee done

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anything supervisor always should give positive, constructive and negative feedback

Motivation: Motivation is a process that arouses, sustains and regulates behaviour toward a specific goal or end. Motivation is influenced by values, beliefs, attitudes, needs and goals. Motivation is a key element to improve employee performance and standard service. So executive housekeeper need to delegate his employee to do the work.

Appraisal: Appraisal is the process by which data is collected and reviewed about an individual employee’s past and current work behaviour and performance. This allows assessment, which is an analysis of overall capabilities and potential. The executive housekeeper always follow the process provides a way to:

Review past performance Assess future potential Set performance objective Help improve current performance Assess training and development needs Assist career planning decisions Assess increase or new levels in salary.

Source: People Management (ACCA Text Book) Published 2005, Page-205

The success of outsourcing operations depends to a certain extent on the constant monitoring of the performance to ensure that quality standards are met. Irrespective of the magnitude of the task, the supervisor should check the services and any unsatisfactory performance should be recorded and brought to the notice of the executive housekeeper who in turn should discuss regularly with the company person in-charge not only the drawbacks but also any assistance required to meet the standards. All executive housekeepers should never forget that the ultimate aim is to provide a clean, comfortable and safe environment to their esteemed guests

Source: http://www.expresshospitality.com/20061231/management02.shtml

Financial planning: the operating budget outline is the financial goals of a hotel. The purpose of the operating budget is to relate operational cost to the years expected revenue. So executive housekeeper’s plan is to do the budget in every year.

Types of budget: there are two types of budgets are used in managing hotel’s financial resources

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1. Capital budget: this budget plan for the expenditure of company asset for the items costing $500 or more. Furniture and equipment is example for capital budget

2. Operational budget: an operational budget forecast revenue and expenses associated with the routine operations of the hotel during certain period. In the housekeeping department, the most operational cost is wages and salaries and the cost of non recycled inventory items such as cleaning ad guest supplies are also considered as operational budget.

Salaries and wages

With the help of accounting department as well as with staffing guide

executive housekeeper always has to pay the salaries and wages for the

staff.

Employee benefit

Human resources or accounting staff with the executive housekeeper can

determine what levels of expense to budget for employee benefit. The

kinds of benefits in this expense category may include charges for the cost

of vacation or holiday pay, employee meals, payroll taxes, medical

expenses or insurance, social insurance such as pensions, and staff parties

or social events.

Outside services

If the hotel employs any outside contractors for major cleaning projects or

for laundry and dry-cleaning service, then the cost of these services are

averaged throughout the budget period. The executive housekeeper can

consult current contracts to determine the expense levels to budget.

In- house laundry

The executive housekeeper needs to work closely with the laundry

manager to budget laundry expenses. The estimate of occupancy levels

provided by the rooms division, along with the property’s staffing guide,

will be the basis for determining all expenses related to salaries, wages,

and benefits for laundry employees.

Linens

Executive housekeepers another responsibility to prepare monthly

physical inventories of linens, how long the existing stock of linens lasts

and how much of each type of linen needs to be recorded to maintain

appropriate par level.

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Operating supplies

Executive housekeeper responsibilities is to do the budget for operating

supplies like, guests supplies, cleaning supplies, and small equipment. It is

another important responsibility for executive housekeeper.

Uniforms

Budget for new uniform, repairing or dry cleaning are important

responsibilities for executive housekeeper. Executive housekeeper should

budget two additional uniforms per persons, and three additional sets of

uniform for cooks.

An Executive Housekeeper is responsible for the overall appearance of the hotel as well as staffing and budgeting in his department. This is very challenging as well because he has to support other department.

Task 5Summarise the how the legislation relating to the following applies to accommodation operation: health and safety, COSHH, protective clothing, and diplomatic privileges

Health and safety: the following topics has taken from LHS file list and food and restaurant safety level 3 by Richard A. Springer

Manager and supervisor have a duty to protect you and keep employee informed about health and safety. Employee has a responsibility to look after him and others. If there is a problem, discuss it with his supervisor .Employer has a duty under the law to ensure, so far as is reasonably practicable, employee’s health, safety and welfare at work. Employer must consult you or your safety representative on matters relating to your health and safety at work, including: any change which may substantially affect your health and safety at

work, e.g. inProcedures, equipment or ways of working;

the employer’s arrangements for getting competent people to help him/her Satisfy health and safety laws;

the information you have to be given on the likely risks and dangers arising

From your work, measures to reduce or get rid of these risks and what employee

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Should do if you have to deal with a risk or danger; the planning of health and safety; and

The health and safety consequences of introducing new technology

In general, your employer's duties include: making your workplace safe and without risks to health; ensuring plant and machinery are safe and that safe systems of work

areset and followed;

ensuring articles and substances are moved, stored and used safely: providing adequate welfare facilities; giving you the information, instruction, training and supervision

necessary

In particular, your employer must: assess the risks to your health and safety; make arrangements for implementing the health and safety

measures Identified as being necessary by the assessment; if there are five or more employees, record the significant findings

of the risk Assessment and the arrangements for health and safety measures;

Health aFor the employee the following responsibilities are given blew

Co-operate on health and safety with other employers sharing the same;

Make sure that the workplace satisfies health, safety and welfare Requirements, e.g. for ventilation, temperature, lighting, and sanitary, washing and rest facilities.

Make sure that work equipment is suitable for its intended use, so far as

Health and safety is concerned, and that it is properly maintained and used. For example after finishing the cleaning the guest room unplug the vacuum wind the cord correctly and return the vacuum to the cart

take precautions against danger from flammable or explosive hazards, Electrical equipment, noise and radiation;

avoid hazardous manual handling operations, and where they cannot be Avoided, reduce the risk of injury;

Ensure that appropriate safety signs are provided and maintained; for example when mop the floor make sure put the wet floor sign.

report certain injuries, diseases and dangerous occurrences to the appropriate health and safety enforcing authority (see box below for

whoThis is).

As an employee you have legal duties too. They include:

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taking reasonable care for your own health and safety and that of others who May be affected by what you do or do not do;

co-operating with your employer on health and safety;Correctly using work items provided by your employer, including personal

protective equipment, in accordance with training or instructions

Protective clothing: The following idea is taken from http://www.hse.gov.uk/pubns/indg174.pdfhttp://www.osha.gov/SLTC/etools/leadsmelter/pdf/secondaryleadsmelterosharequirementstask.pdf

Employers have basic duties concerning the provision and use of personal Protective equipment (PPE) at work and this document, explains what employeeNeed to do to meet the requirements of the Personal Protective Equipment atWork Regulations 1992 (as amended. PPE is defined in the Regulations as ‘all equipment (including clothing affording protection against the weather) which is intended to be worn orHeld by a person at work and which protects him against one or more risks toHis health or safety’, e.g. safety helmets, gloves, eye protection, high-visibilityClothing, safety footwear and safety harnesses. ). For the house keeping department their main duty is cleaning so it is very important to them that make sure using all those protective cloth during work

The hazards and types of PPE

EyesHazards: chemical or metal splash, dust, projectiles, gas and vapour, radiation.Options: safety spectacles, goggles, face shields, visors.

HeadHazards: impact from falling or flying objects, risk of head bumping, hair Entanglement.Options: a range of helmets and bump caps.

Breathing

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Hazards: dust, vapour, gas, oxygen-deficient atmospheres.Options: disposable filtering face piece or respirator, half- or full-face respirators, Air-fed helmets, breathing, apparatus.

Protecting the bodyHazards: temperature extremes, adverse weather, chemical or metal splash, spray from pressure leaks or spray guns, impact or penetration, contaminated dust, Excessive wear or entanglement of own clothing.Options: conventional or disposable overalls, boiler suits, specialist protective clothing, e.g. chain-mail aprons, high-visibility clothing.

Personal Protective Equipment at Work Regulations 1992 2 of 5 pages Health and Safety executive

Hands and armsHazards: abrasion, temperature extremes, cuts and punctures, impact, chemicals, Electric shock, skin infection, disease or Contamination.Options: gloves, gauntlets, mitts, wrist cuffs, armlets.

Feet and legsHazards: wet, electrostatic build-up, slipping, cuts and punctures, falling objects, metal and chemical splash, abrasion.Options: safety boots and shoes with protective toe caps and penetration-resistant mid-sole, gaiters, leggings, spat.

Supervisor need to make sure the following protective cloth must be used during the cleaning task

coveralls or similar full body work clothing gloves hat or shoes face shields, vented goggle, and other appropriate protective

equipment clean and dry protective work clothing must be provided daily or

weekly depending on exposure levels cleaning, laundering or disposal of protective clothing and

equipment must be provided protective clothing and equipment must be repaired or replaced as

needed to maintain its safety and effectiveness contaminated protective clothing, which is to be cleaned, laundered,

or dispose of, must be placed in a closed, labelled container in the changing area

containers of contaminated protective clothing and equipment must be appropriately labelled

COSHH:

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Control of Substances Hazardous to Health (COSHH) is a set of UK

regulations about the handling of chemicals in the workplace.

A COSHH form should be supplied with any chemicals to where it is

delivered and always be available to all members of staff handling it. It

contains guidelines on what should be done if the chemical comes into

contact with skin and other safety precautions, plus all the normal

"Irritant", "Flammable" etc. warnings

COSHH is a useful tool of good management which sets eight basic measures thatEmployers, and sometimes employees, must take. These are set out in this leafletwith a simple step-by-step approach which will help you to assess risks, implementAny measures needed to control exposure and establish good working practices.If an employer fails to adequately control hazardous substances, employees or others may become ill. Effects from hazardous substances range from mild eye irritation to chronic lung disease or, on occasions, death. This may:

result in lost productivity to your business; leave liable to enforcement action, including prosecution under the

COSHH Regulations; Result in civil claims from your employees.

There can be positive benefits to your business from carefully following through theRequirements of COSHH:

improved productivity as a result of using more effective controls (e.g. less use ofRaw material);

Improved employee morale; better employee understanding and compliance with health and safety Requirements.

Sources: www.safetyservicesdirect.com and LHS file list

Diplomatic privileges: according to Treaty Series #2177: Annexes A & C by united nation publication page 80 The Vienna Conventions on Diplomatic Relations is an international treaty on diplomatic intercourse and the privileges and immunities of a diplomatic mission. Adopted on April 18, 1961 by the United Nations Conference on Diplomatic Intercourse and Immunities held in Vienna, Austria, from March 2 to April 14.

The relation between hotel and diplomatic privileges are given below:

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1. Hotel accommodation may possibly be booked by the diplomatic missions of sending countries or by the Foreign Office on the behalf of diplomatic missions.

2. Receiving countries have an obligation to protect diplomats from sending countries; therefore if you have foreign diplomats staying in a hotel, accommodations and procedures may need to be put in place to assist security services.

3. Hotel rooms occupied by diplomats have the same status as an embassy; therefore:

o Rooms cannot be entered without the permission of the diplomats;

o Any belongings and/or luggage cannot be touched or moved without permission.

4. Diplomats and their belongings are inviolable; i.e. that cannot touched, searched etc.

5. Depending on agreements between sending and receiving countries, diplomats may not be liable for taxes or duty.

6. Diplomats are not subject to the jurisdiction of the receiving country i.e. they cannot be arrested.

An essential role of executive housekeeper is to communicate the standards, company hygiene, rules and legal responsibilities to the staff. This starts with introduction training but is a continuous process to keep and reinforce good hygiene practice.

Task6Identify the main recyclable and non recyclable inventory item that is responsible for housekeeping department design the procedure for ordering, receiving, storing, and issuing these items. You should also explain the methods for calculating stick level and procedure for stocking.

Recyclable inventory: Recyclable inventory are given bellow

Linen Uniform Guest loan items(ribs, iron, plug etc) Hoovers Shampoo machine Room cards

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Non Recyclable Inventory: For a hotel non recyclable inventory are

Cleaning supplies Guest supplies Small equipment(brushes, sponge)

Linen

Establishing par level (par is the number of items that must be on hand to support routine daily operation, one par of linen = total number of item out fit all the room once).a. Inventory b. Laundry cyclec. Replacementd. Emergent

Storage Issuing Physical inventory

Uniform

Establishing par level-determined by cleaning cycle and employee need Inventory control- monthly inventory

Guest loan item

Par levels depends on the service levels and need of the client Inventory control Loan cards Cash loan

Machine and equipments

Par levels depends on hotels cleaning needs Inventory control

a. Inventory cardsb. Repair logs

Recyclable

Par levels Inventory controls Storage and issuingLinen Laundry cycle

Replacement Reserve stock

Monthly physical inventory

Storage Issuing(floor

pars)Uniform Department

needs Laundering

turnaround time

Clean for dirty

Quarterly physical

Issuing card

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inventoryGuest loan items

Depend on guest needs and service levels

Monthly inventory

Store room Loan logs Deposit

Machines and equipment

Hotel size and cleaning needs

Card system Repair logs

Locked storage

Issuing log

Cleaning supplies

Stock levels determined bya. Minimum quantityb. Safety stockc. Maximum quantityd. Money available for purchasing

Inventory control

Par levels for floor cleaning products Usage according to occupancy level.

Guest supplies

Inventory level determined byi. Uses ratesii. Occupancy level (booked hotel)iii. Weatheriv. Storage spacev. Reordering frequency and quantitiesvi. Minimum and maximum quantitiesvii. Quantities expressed in care rather than unit.

Ordering

Source: Managing housekeeping operation second edition By Margaret M. Kappa, Aleta Nitschke, Patricia B. Schappert page 168

although the actual purchasing may be done by hotel purchasing department, quantities and specifications submitted to the purchasing department by department heads, when ordering items for housekeeping department, the executive housekeeper need to fill out and sign a purchase order such as

Purchase Order No: Purchase Order: Page:

Vendor: Ship to Date:

Address

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Time:

Terms:

Fax:

Phone:

Delivery Date:

Line Description/Specification

Prod No./Vendor Prod No.

Order Quantity

Purchase Unit/Pack Size

Unit Price

Total Cost

Net Purchase Order Total:

Discount:

Purchase Order Total:

Requisition Outlet

Outlet Name Peak/Pool Final Approved By:

This order has to approve by the controller and general manager. For all items purchased by housekeeping department, the recommendation of the content, quantities and source for a purchase s, made by the executive housekeeper. Although various properties have various procedures for processing and approving purchases the evaluation of what’s needed, and from whom is needed fall under the responsibilities of department heads. The executive housekeeper needs to know how to obtain the best when purchasing items needed by housekeeping department.

Some hotel chains have centralized, national purchasing systems for major housekeeping items in order to achieve quantity discounts. Other hotels may join together in purchasing groups to achieve savings on bulk purchases of commonly used items. But, for the most part, operating supplies are purchased

40

by the individual property and with the direct involvement of the executive housekeeper.

Before buying any product, the executive housekeeper should obtain samples in order to test the product and determine whether it meets specifications. Suitability for the intended task, quality, ease of handling, and storage requirements are just as important as the price in determining whether a product is economical.

Value (not price) should be the Leading, consideration in making purchase decisions. An inexpensive

cleaning agent that has to be used in much larger quantities than a more expensive one may actually cost more in the long run. The crucial concern is to obtain the best value for the money.

Selecting the right vendors can often make the executive housekeeper’s purchasing systems more efficient. The executive housekeeper needs to competitively shop suppliers and vendors for the products to be purchased on a regular basis.

In evaluating alternative suppliers, the executive housekeeper needs to be concerned with how well the supplier will service the hotel’s account.

Another consideration in selecting vendors is whether they will be able to stock the products the hotel purchases at their own warehouse facilities and drop ship the products to the hotel on an as needed basis.

Receiving

The receiving procedure should be made against the order. During the receiving, the person is responsible for receiving it must ensure that the delivery docket matches the purchase order

The following factors should be checked:

Quantity:

Count and weigh all products. Check the number or weight of items against the quantity ordered.

Quality:

Check use-by dates. Check packaging for damage, rips and or tears.

Check for signs of vermin.

Size:

Check the packaging size matches the order.

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Check brand and product match the order.

Weight:

Weigh all goods delivered.

STORAGE

Sources: Managing housekeeping operation second edition By Margaret M. Kappa, Aleta Nitschke, Patricia B. Schappert page 117

The stock room should be always keep and tidy and locked all the time. And Manager should always check the stock room once in a week. Most of the hotel’s linen supply is in constant movement between guest rooms and laundry facilities. Laundry linens should rest in storage for at least 24 hours before being used. This helps increase the useful life of linens and provides an opportunity for wrinkles to smooth out in permanent press fabrics. Linen is stored in the department’s main linen room and also in floor linen closets for easy access by room attendants.

Linen storage rooms need to be relatively humidity- free and have adequate ventilation. Shelves should be smooth and free of any obstructions that could damage fabric and should be organized by linen type. Sufficient room is required to prevent linens from being crushed or crowded. Linen storage rooms should be kept locked, and all standard key control procedures should be followed. Special security measures should be taken with new linens that are stored in the main linen room but have not yet been introduced into service.

ISSUING

Sources: The managing housekeeping operation second edition By Margaret M. Kappa, Aleta Nitschke, Patricia B. Schappert page 154-17

Process of distributing inventory items from the storeroom to authorized individuals by the use of formal requisitions

Any clean linen item that is judged unsuitable due to holes, tears, stains, or excessive wear should not be used in guestrooms. Nor should such damaged linens be placed in soiled linen hampers; instead, room attendants should place damaged linens in a special discard container and hand – deliver them to the main linen room or housekeeping office.

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A special linen replacement request form should then be filled out detailing the type of linen involved, the nature of the damage, the linen closed in which it was stored, and the name of the room attendant who noted the damage. The laundry manager will increase the floor distribution count the next day to accommodate the need for replacement.

Clean but damaged linen should be held separately and delivered to the laundry manager (or other appropriate personnel) who determines whether it is unusable or whether it can be repaired.

Careful records must be kept of all linen items that are condemned and discarded.

Purchase circle

According to the B.M. Nigam and I.C.Jain (2004:91), stock level is the level of inventory that is needed to satisfy all demand for a product or component over a specified period. The calculating method of stock level is given below:

Maximum level: Maximum stock is the upper level of inventory.

Formula: Maximum level= Reorder level + Reorder quantity- (Minimum rate of consumption x Minimum lead time)

Minimum level: Minimum stock is the lowest level to which the inventory should not be allowed to fall.

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Requisition Purchase

order

Approval

OrderReceiving and control

Storage

Issuing

Inventory

Formula: Reorder level – (Normal rate of consumption x Normal lead time)

Order or reorder level: This level is the level at which order is placed for further supply of materials. Normally, reorder level is a point between the maximum and minimum level.

Formula: Reorder level =Maximum consumption x Maximum lead time

Average stock level:

Formula: Average stock level= ½ (Minimum level + Maximum level)

Lead time: The time gap between placing an order and receiving it.

Illustration:

Here our Springvale hotel has 200 bed rooms. Suppose during the peak time the average occupancy rate is 85% and the off peak time 70%. Executive housekeeper orders soaps once a month and one case contains 100 soap bars. So my calculation will be-

Re-order quantity = 4760 units (28 days x 170= 4760)

Re-order period = 4-6 weeks (lead time)

Maximum consumption = 1400 Units (7 days x200)

Normal consumption = 1190 Units (7 days x170), peak time

Minimum consumption = 980 Units (7 days x140), off peak time

Therefore,

Reorder level =Maximum consumption x Maximum lead time

= 1400 x 6 weeks = 8400 units (84 cases)

Minimum level = Reorder level – (Normal rate of consumption x Normal lead time)

= 8400- (1190 x 4 weeks) = 8400 – 4760 = 3640 (36 case 40 bars)

Maximum level = Reorder level + Reorder quantity- (Minimum rate of consumption x Minimum lead time)

= 8400 + 4760 – (980 x 4 weeks) = 13160 – 3920 = 9240 units (92 case 40 bars)

Average stock level= ½ (Minimum level + Maximum level)

= ½ (3640 + 9240) = 6440 units (64 case 40 bars)

Recyclable Item:

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Let’s take a top sheet as an example of recycled item and calculate the par level of it in the hotel with 200 standard rooms. When doing so one needs to consider the following things:

Number of rooms Number of sheets per room The laundry cycle Replacement linens Emergency situations

Considering that our hotel has 200 standard rooms. In every room there should be one top sheet. Sheets can be laundered inside the hotel or sent outside. In the case of outside laundering the executive housekeeper should take into the consideration the time required for sheets to come back (one, two or three days). It is important to figure out the requests for extra beds linens and baby cots as well. This will cover one par of sheets for emergency situations. Tables 2.2 and 2.3 show the calculation of total number of top sheets required in case of in-house and out-of-house operation.

Table 2.2 Sample Par Calculation with in-house laundry operation

No of ParNo Description Item

Number1 One par in guestrooms 2002 one par in floor linen closets 2003 one par soiled in the laundry 2004 one par replacement stock 2005 one par for emergencies 200

Total 1000

Table 2.3 Sample Par Calculation with out-of-house laundry operationNo of parNo Description Item

Number1 One par in guestrooms 2002 One par in floor linen closets 2003 One par soiled in the laundry 2004 One par in transportation 2005 One par replacement stock 2006 One par for emergencies 200

Total 1200

The same way we calculate the total number of all type of linen. Once the total number of linen is established it is important to control the linens within the hotel. I agree with Kappa, Nitschke and Schappert (1997:117) that ‘an effective method of controlling linen is to maintain floor pars for all floor linen closets. A floor par equals the quantity of each type of linen that is required to outfit all rooms serviced from a particular floor linen closet’. It is a responsibility of a linen room supervisor to ensure that at the beginning of each day every floor linen cupboard is stored with its floor par amount. When the dirty linens are removed

45

from the floors, they need to be counted and the same amount of clean linen should be delivered into the floor cupboards.

Task7Identify the range of information that needs to communicate between Front desk and housekeeping, maintenance and housekeeping, food and beverage and housekeeping.

In a hotel each department are classified as a revenue centre or a support centre revenue centre sells good or service to the guest and thereby generates revenue for the hotel the front office and food and beverage outlets are example of typical hotel revenue centre support centre do not generate revenue directly but play a supporting roles to the hotels revenue centres. The housekeeping department is a major support centre within the room division. Other hotel support centre includes the areas of accounting, engineering and maintenance and human resources. The communication between housekeeping and reception, housekeeping and maintenance, and housekeeping and food beverage discuss thoroughly.

Housekeeping and the front office

Sources: managing housekeeping operation second edition By Margaret M. Kappa, Aleta Nitschke, Patricia B. Schappert page 19-23

46

house keping

front office

food and beverage

maintanance

Within the rooms division, housekeeping’s primary communications are with the front office department, specifically with the front desk area. At most properties, the front desk agent is not allowed to assign guestrooms until the rooms have been cleaned, inspected, and released by the housekeeping department. Typically, rooms are recycled for sale according to the following process.

Each night, a front desk agent produces an occupancy report. The occupancy report lists rooms occupied that night and indicates guests who are expected to check out the following day. The executive housekeeper picks up this list early the next morning and schedules the occupied rooms for cleaning. As guests check out of the hotel, the front desk notifies housekeeping .Housekeeping ensures that these rooms are given top priority so that clean rooms are available for arriving guests.

At the end of the shift, the housekeeping department prepares a housekeeping status report based on a physical check of each room in the property. This report indicates the current housekeeping status of each room. It is compared to the front desk occupancy report, and any discrepancies are brought to the attention of the front office manager.

To ensure efficient rooming of guests, housekeeping and the front office must inform each other of changes in a room’s status.

If a guest checks out before the stated departure date, the front desk must notify the housekeeping department that the room is no longer a stay over but is now a check –out.

Unoccupied rooms are cleaned and inspected, the housekeeping department notifies the front desk, which updates the room’s status to “vacant and ready”.

The communication cycle between housekeeping and front office are given below.

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Team work between housekeeping and the front office is essential to daily hotel operations. The more familiar housekeeping and front office personnel are with each other’s procedures, the smoother the relationship between the two departments is likely to be.

Housekeeping and maintenance

Sources: managing housekeeping operation second edition By Margaret M. Kappa, Aleta Nitschke, Patricia B. Schappert page 15-19

The housekeeping department are communicating with the maintenance department for their equipment support. The maintenance department are responsible for

HAVC (heating, ventilation, air condition) TV, phone, radio Light Bathroom (toilet, water temperature, bath room wall, validity and

tub)

Types of maintenance: housekeeping department often takes first steps to maintenance function for which engineering is ultimately responsible. There are three kinds of maintenance those are:

Routine maintenance: maintenance weekly or daily basis for example check air condition, washing floor, cutting grass etc.

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guest departuresFront office

inform housekeeping

housekeeping takes over

room

clean the roominspection

room by supervisor

ready to use

report front office to the

room

ready to sell

guest arrives

Preventative maintenance: consists of three parts such as inspection, minor correction, work order initiation. Room attendant may be regularly check guestroom for leaking faucets, cracked caulking around bathroom fixtures and other items that may call for action by engineering staff.

Scheduled maintenance: sometimes room attendant identifies the problems and need beyond the scope of a minor correction. These problems are brought to the attention of engineering through the work- order system. The necessary work is then schedule by the building engineering.

The communication cycle between maintenance and housekeeping department

Housekeeping and food and beverage

The restaurant and banqueting constantly require clean table cloths, napkins etc. provide apron and clean uniform, sometimes provides staff as well. If the hotel has no room service then the room attendant take the guest order and get the food from the kitchen.

The housekeeping department is a non-revenue producing department but it is the major back up department in the hotel. So it keeps the most interrelationship

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Room attendant identifies problem

send the problem to supervisor

call engineer

fixed the problem

and effective communication with the reception, maintenance and food and beverage departments, which I believe that has been proved by my design of procedure and illustration.

Task 8Different performance indicator

Housekeeping is the inevitable part of the hotel because this department to measure performance of productivity and performance standard, health and safety, financial management and hr management. The way of measurement are given below

Measures of effectiveness of the house keeping department operations:

Performance measurers

Method Data required

Productivity standard By checking actual labour cost and compare with forecast for occupancy.

Actual labour cost Budget labour cost Actual occupancy %

Performance standard

Using guest feed back

Using inspection report

Individual staff performance

Comment card Verbal feedback On- line feedback Complaints/comments Supervisor report Mystery shopper Number of allowance

given to customers.Health and safety Evaluate accident Number of accident

Frequency/ how often Type of accident Patens/repeatable

accident seriousness day lost, as a person

been out of work compensation

Financial performance

By compare from actual expensive with the budgeted and expenditure.

Budget Expensive Data per month

H R management Staff satisfaction Staff turnover Training

effectiveness Reason for leaving Promotion Recruitment

Staff motivation to work

Low turnover Good team work Standard of

performance after training if is improve

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Staff complain/comment

Source: managing housekeeping operation second edition By Margaret M. Kappa, Aleta Nitschke, Patricia B. Schappert page 154-170.

Activity 2

Begin to clean the Bathroom

Soak the soiled ashtrays Clean vents Clean the ceiling Contact your supervisor for help if a cleaning problem requires immediate

attention

Clean the tub and shower area

Scrub the tile and bath area Clean the shower curtain liner Scrub the tub and skid strips Polish the fixtures with a dry cloth Dry all tub and shower surfaces with a cloth Arrange the shower curtain and liner

Clean the toilet

Put on protective gloves and goggles Flush the toilet and make a note on your room assignment sheet if it does

not flush and fill properly Spray cleaning solution on the inside and outside of the toilet, the walls

beside and behind the toilet, and under the vanity Clean the outside of the toilet Clean the inside of the toilet Polish the toilet Finish cleaning the toilet

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Clean the sink and vanity

Move guest toiletries when necessary Wash your sponge thoroughly Wipe the light fixture, towel, racks, and other bathroom fixtures Wash the ashtrays and wastebasket Rinse your sponge and cleaning clothes as needed Remove the sink stopper Clean surface areas Replace the sink stopper

Clean the bathroom floor

Spray the bathroom floor and baseboards with an all-purpose cleaning solution

Scrub away grime Dry the floor with a clean cloth

Finish cleaning the bathroom

Clean mirrors in the bathroom and guestroom Clean the ice bucket and replace water glasses Pick up supplies from your cart and restock fresh bath towels and

washcloths Restock paper bath supplies Restock guest bathroom amenities as instructed by your supervisor Return the clean bathroom wastebasket and ashtrays to their correct

locations

A preventive maintenance checklist for bathroom:

Numbe

r of

items

Items name (What to check)

1 Shower Nob

2 Shower head

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3 Hot/cold water

4 Heating

5 Lighting

6 Ventilation

7 Broken tiles

8 Blockage of sink

9 Leakage of pipe

10 Tissue holder

A quality control check list for bathroom:

Spot checklist1

Room: Date:

Room attendant’s name: Housekeepers name:

What to check (Description) Ye

s

No Comments/

Maintenance

Bathroom

Bathroom ceiling stain free

Bathroom light in good order

Mirror above sink clean

Top of vanity unit, sink surround clean

Guests amenities available according to

standard

Sink and sink plug clean, all chrome work

polished

Pipes and tiles under sink clean

Bathroom bin clean

Tiles around the bath clean and polished

Bath, bath plug and shower head clean/

scale free/ chrome polished/bath mat

Correctly layout of bath towels

1 www.novotel.com

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Shower door and towel holder clean and in

good order

Tiles around the shower clean and polished

Hair dryer holder, hair dryer and hair dryer

nozzle in good order and clean.

Shower screen clean and spot less

Soap dish clean top and bottom

Bathroom air vent and dust free

Bathroom floor clean

Toilet

Toilet door and frame clean

Light in good order

Toilet clean inside and outside base

Toilet roll holder clean and chrome polished

Air vent clean and in good order

Toilet walls stain free

Overall appearance and presentation

Activity 3

Conclusion

Source of idea of the activity:

www.som.cranfield.ac.uk http://en.wikipedia.org www.nationalschool.gov.uk www.buisnesslink.co.gov.

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Since a manager is usually responsible for a company, he will certainly meet many difficulties and problems and require him to make correct decisions. If a manager has not judgment and hesitates to solve the problems, he, of course, can't deal with them well, and he maybe loses some chances of business or cause greater damage because of his hesitation. For housekeeping manager it is very important because housekeeping is the backbone most of the department. The key challenge of a manager is given blew:

When manager take on new staff, identifying your requirements and

planning how to fill his vacancy are important for ensuring you get the

best person for the job. He has to think about before and during the

recruitment process, starting from deciding what you need and where you

are going to recruit through to the interview and the offer letter. Manager

also must treat all candidates fairly and avoid discrimination - for example

on grounds of their sex or race, age, sexual orientation, religion or

belief, or because they have a disability

Good business leadership is not really about being a better director, or

about telling people their responsibilities and how they put them into

practice. Housekeeping leadership is the ability to lead and motivate staff

to be effective in their work. Good leadership is also about having

experience. It is about you own values, ethics and character. It’s about

having credibility - or the ability to inspire loyalty.

Most companies produce policies that set out the rules and

procedures their staff need to know. Policies - on health and safety for

example - help employees to understand what the manager expects of

them, and how they should carry out certain activities. They also advise

employees of the rules that need to be followed and the rewards available

to them. Clear policies will help his business identify and prevent potential

risks to his employees and ensure that you comply with the law. For

example when clean anything always uses protective cloth.

Monitoring staff involves observing them and collecting information. It

may be carried out directly, perhaps by examining their work output, or

indirectly, e.g. by electronic means. However, monitoring is an intrusion

on people's privacy and should only be used where justified and only to

the extent necessary. Housekeeping department has legal responsibilities

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to ensure the health and safety of employees and other people affected

by their business' activities, such as guest and suppliers. But the right

approach isn't just about doing the minimum required to comply with the

legal requirements. All businesses must ensure their workplace - whether

this is a factory, office or shop - meets minimum health and safety

standards.

For manager responsibilities are likely to include:

carrying out a risk assessment providing clean toilets and sanitation facilities meeting fire safety standards ensuring employees use chemical equipment safely reporting accidents or dangerous incidents in the workplace to the

relevant authorities

Good businesses ensure they have appropriate systems in place to

manage staff absence. Unexpected absences affect productivity and

profits and, if they become a regular occurrence, are likely to lower

morale and motivation. It is one of the big challenges for a manager.

However, in my point of view manager can improve absence rates and

minimise the impact of absence by putting effective policies and

procedures in place. These should be backed up by pleasant working

conditions, active management and good motivation.

Monitoring and investigating the causes of absence can also help you identify factors contributing to absence levels, e.g. unsafe work practices? Absence and sickness policies and procedures should set out clearly how you will deal with and monitor absence/sickness, and detail the rights and obligations of your workers.

Poor communication is one of the most common criticisms employees have about the businesses they work for. Employees complain that managers give poor instructions; they feel uninformed about what is happening within the company and often feel that their views are unheard, unacknowledged, or even ignored.

This can lead to misunderstandings, poor performance, low morale and wasted time. More seriously, poor communication could mean you breach employees’ rights and break the law.

The housekeeping manager should follow this guide

The information you must communicate.

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Preparing your message. How to communicate your message effectively. Achieving two-way communication.

Build trust, by keeping in touch with employees. Manager must be

approachable and if trust is not there, employees tend to hold back from

telling manager 'bad news'. Problems may reach crisis point before you

know they exist. Listen more than you talk and write up brief notes

afterwards and act on the feedback you receive. Keep asking employees

for their thoughts and ideas on all aspects of your business, including your

strategy as a whole. The feedback is valuable and people will be

motivated by this inclusive approach. Housekeeper should prove that you

are not just paying lip service to the idea of communication and

continually ask questions and pay attention to the answers he receives.

Encourage suggestions from employees and reward those that are

adopted, whether or not you have a formal suggestion scheme. Respond

to every suggestion you receive, if you do not take up an idea, explain his

reasoning and make it clear to. If you are setting up a team and managing

it, ensure everyone has assigned tasks and that responsibilities are clearly

defined. It’s also important to set expectations or him and of others, of

how much work will be done, how often, and for how long.

.

Communication is key when working in a virtual team. It’s difficult enough to keep in contact when working face to face, so it’s a real challenge when working with a team that he never sees. Ideas to help keep communication open include meetings. One of the most important decisions will be the kind of infrastructure needed to support your virtual working model - e.g. internet, email, mobile phones, wireless, and access to servers. Choose your technology to support your operating needs.

Training employees is a fundamental element of a corporation’s success. A company succeeds only as well as the people running it can perform. Selecting effective training for employees can vastly improve chances of success. It can help build competitive advantage and equip employees with the skills that your business needs. When choosing training courses for your employees, it is a good idea to bear in mind that people learn in different ways. Training will be more effective if it meets employees' individual needs as well as business needs. The business case for investing in the development of people is compelling. Research shows that training employees can bring business an increase in productivity, profits, motivation and higher customer satisfaction

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Agreeing appropriate objectives and making effective use of appraisals

can improve performance and help manager assess just how well

employees are working. Establishing clear, defined objectives helps

employees to focus on specific tasks and company goals. A structured

appraisal system can help employees feel that their good work is

recognised and that they are valued. It can also provide the opportunity to

discuss any weaknesses or problems they may have, and to come up with

solutions

Hotel businesses rely on teamwork, just as much as their bigger counterparts. When a small group of people starts working towards shared goals and producing results that add up to more than the sum of the parts, it becomes a team. For example if shortage of people in the housekeeping department then housekeeping department can owe from other department

Successful team working gets results in all areas - including problem solving and managing new projects. People work more productively and their motivation and loyalty to the business are also increased. For getting successful business the manager should do always

Forming and briefing the team. Leading teams. Successful team meetings. Solving problems

A disciplinary issue usually arises when an employee's actions have had a negative impact on hotel, for example in a case of misconduct or poor performance.

At the end manager will get:

a summary of the progress you've made to date, along with reminders about key actions

advice on what you and/or the employee may do next and how to do it

In my point view of the crucial importance of the managerial role in the hospitality industry is vital because deliver a good supervisory make more productive to the employee.

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Bibliography

( n.d.). Retrieved from www.bps-direct.com: www.bps-direct.com

(n.d.). Retrieved 4 14, 2008, from www.johnlewis.com: www.johnlewis.com

hotel housekeeping by Sudsier Andrews page17-24.

Springer, R. A. (2008). safety level 3 by Richard A. Springer. london.

www.buisnesslink.co.uk . (2008, 4 21). Retrieved 2008, from www.buisnesslink.co.uk: www.buisnesslink.co.uk

www.safetyservicesdirect.com and LHS file list . (n.d.). Retrieved 4 21, 2008, from www.safetyservicesdirect.com and LHS file list

Declaration of academic honesty

Name: Md. Rashidul Islam

Date: 27/04/2009

Assignment Title: Accommodation Operations

Declaration

I confirm that this assignment is my own work

I confirm that I have clearly indicated that, by referencing, where I have used someone else’s words, concepts, graphics or data, irruptive of whether I have quoted, verbatim or I have paraphrased in my own words.

I have clearly indicated in my assignment any work that has been contributed by class work.

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THE END

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