HOUSEKEEPING MANAGEMENT THM 244 BY ÖZLEM YAMAK

Transcript:HOUSEKEEPING MANAGEMENT THM 244 BY ÖZLEM YAMAK:
HOUSEKEEPING MANAGEMENT THM 244 BY ÖZLEM YAMAK CHAPTER 1 INTRODUCTION TO HOUSEKEEPING MANAGEMENT OBJECTIVE: Describing role of housekeeping within the hotel and explaining relationship with the other departments. Why do Guests return to a hotel ? Cleanliness/Appearance Good service Facilities Convenience/ Location Price/Reasonable rates Name/reputation If sheets are soiled, blankets are rough and scratchy, pillow thin and non-supportive and shower curtains are moldy and stained, the entire image of the hotel is tarnished and the guest most likely will no return. Housekeeping is the customer’s first impression and last impression. IMPORTANCE OF HOUSEKEEPING A hotel’s housekeeping-hk. department can be considered the glue that keeps everything together. Withouth a strong hk. Staff, guests wouldn’t have clean rooms to check in or return to, the loby would be filthy, furniture and fixtures would be dusty, and the hotel would look unkempt and dirty. Characteristics common to all lodging establishments, regardless of size, category, is the need for hk. services that ‘refreshing’. In short, hk. establishes a hotel’s reputation for cleanliness and quality. According to Sudhir Andrews, author of ‘Hotel Housekeeping’, the hk. Department is vital to attracting and keeping guests through it’s role of maintaining top quality decor, cleanliness and service. IMPORTANCE OF HOUSEKEEPING Housekeepers job include cleaning rooms, changing bedding, cleaning all bathrooms, replacing toileteries, cleaning common areas, doing laundry and ensuring a clean overall apperance. It’s easy to see why there are usually more employees working in the housekeeping department than in any other hotel department. It is important to have housekeeping available 24 hours per day 7 days per week for guests in the hotel industry. Housekeeping Department Largest department in the Hotels. Staff Payroll Responsibility- ‘Eyes and Ears of the Hotel’. Maintenance Concerns Guest Behaviour Employee Theft The most vital department in a hotels Highest impact on guests (remember, guest wants cleanliness) Lowest wages paid Least respect received The aims of the housekeeper are to: Achieve the maximum efficiency possible in the care and comfort of the guests and in the smooth running of the department, Establish a welcoming atmosphere and a courteous, reliable service from all staff of the department, Ensure a high standard of cleanliness and general upkeep in all areas for which she is responsible, Train, control and supervise all staff attached to the department, Establish a good working relationship with other departments, Ensure that safety and security regulations are made known to all staff