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

VIET NAM GENERAL CONFEDERATION OF LABOR TON DUC THANG UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION FINAL REPORT SUPERVISORY SKILLS IN HOUSE KEEPING DEPARTMENT Student: Nguyễn Thị Thanh Trúc MSSV: 717H0658 Class: 1707051 Group: 13 Ho Chi Minh city, July 2020 Table of Contents Housekeeping term and guestroom cleaning procedures 1.1 Houskeeping term explain 1.2 Housekeeping cleaning procedures General duties of housekeeping department supervisor 2.1 Summary content 2.1.1 Relationship with other departments in the hotel 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 12 2.2.2 Excersie 14 2.2.3 Practical 19 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 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 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 Conclusion 33 LIST OF ABBREVIATIONS AND ACRONYMS Order Acronyms Abbreviations HK Housekeeping SUP Supervisor FO Front Office 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 1 Housekeeping term and guestroom cleaning procedures 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 • Check out ( C/O) The guest has settled his or her account, returned the room keys and left the hotel • Vacant Dirty (VD) Room is empty and not check out yet • Vacant Clean (VC) Room is empty and clean • Vacant Ready (VR) A guest room that is ready to be sold to a new guest • Occupied (OCC) A room status term indicating that a guest is currently registered to the room • 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 to the owner • Refused service (R/S) Guest refused to clean the room • Do not disturb (DND) A not disturb card is outside the room to inform hotel staff or visitor that the occupant does not wish to be disturb • Occupied no baggage (ONB) Guest has no baggage • Light Baggage Guest has light or very less baggage • Double Lock An occupied room in which the deadbolt has been turn to prohibit entry from the corridor Only a grandmaster key or an emergency key can open it • Vacant Maintenance (VM) A “VM” room has been taken out of inventory for some reason This is the code assigned to out – of – order rooms • 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 • Walk in guest A walking guest is a guest who walks through the door seeking accommodation for the night without having made a reservation • VIP Individual who should receive special or elevated treatment based on their role or relationship to an event • 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 • Touch up Rooms to be touched up rather than fully cleaned • • Worksheet Housekeeping trolley The trolley is used to carry the cleaning accessories such as sprays, cleaning scrub, water and bedsheets It is largely used when the rooms are cleaned and the bedsheets are changed The entire room is cleaned and sanitized for which all the materials are kept on the trolle • 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 • Connecting room/door A hotel room that shares a wall with an adjoining room and is connected by a private door • Room status Information about current and future availability of guest rooms in a lodging property Current availability is determined through housekeeping data Future availability is determined through reservations data • • • • 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 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 electrical 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, 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 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 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 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 between 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 • Pillow case Type of room Rooms Room rate The number of rooms according to room rate The The number standard of coefficient pillows in each room The Extra number pillow of pillows each type of room Total Twin 286 35% 200 3.5 1400 200 1600 Triple 286 5% 43 3.5 452 43 495 Queen 286 15% 43 3.5 301 43 344 King 286 25% 72 3.5 504 72 576 Queen + twin 286 20% 57 3.5 599 57 656 TOTAL NUMBER OF PILLOWS TO PURCHASE 2.2.3 Practical Soap (2 units) Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Shampoo (2 units) Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Bath gel (2 units) Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Toothbrush (2 units) 3671 Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Comb (2 units) Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Cotton buds (2 units) Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Sanitary bag (2 units) Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Shower cap (2 units) Minimum = 2*(286*80%) *60 = 27.456 Maximum = 27.456*2 = 54.912 Sewing kit (1 unit) Minimum = 1*(286*80%) *60 = 13.728 Maximum = 13.728*2 = 27.456 Nail file (1 unit) Minimum = 1*(286*80%) *60 = 13.728 Maximum = 13.728*2 = 27.456 Shoes polish (1 unit) Minimum = 1*(286*80%) *60 = 13.728 Maximum = 13.728*2 = 27.456 Monitor the living room area 3.1 Duties of Housekeeping supervisor ± • Primary areas of responsibility Provides satisfaction and comfort for guest lodging experience ... Contents Housekeeping term and guestroom cleaning procedures 1.1 Houskeeping term explain 1.2 Housekeeping cleaning procedures General duties of housekeeping department. .. 3.2 Maintenance Procedure 25 Diagram 3.3 Periodic cleaning of the Laundry area 26 1 Housekeeping term and guestroom cleaning procedures 1.1 Houskeeping term explain HK term is... 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