Professional Management of Housekeeping Operations

Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page iii  Professional Management of Housekeeping Operations FIFTH EDITION Thomas J. A. Jones, Ed. D., R. E. H. William F. Harrah College of Hotel Administration University of Nevada, Las Vegas JOHN WILEY & SONS, INC. Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page ii Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page i Professional Management of Housekeeping Operations FIFTH EDITION Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page ii Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page iv This book is printed on acid-free paper. Copyright c  2008 by John Wiley & Sons, Inc. All rights reserved. Published by John Wiley & Sons, Inc., Hoboken, New Jersey. Published simultaneously in Canada. Wiley Bicentennial logo: Richard J. Pacifico. 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For general information on our other products and services or for technical support, please contact our Customer Care Department within the United States at (800) 762-2974, outside the United States at (317) 572-3993 or fax (317) 572-4002. Wiley also publishes its books in a variety of electronic formats. Some content that appears in print may not be available in electronic books. For more information about Wiley products, visit our Web site at www.wiley.com. Library of Congress Cataloging-in-Publication Data: Jones, Thomas J. A. Professional management of housekeeping operations / by Thomas J. A. Jones. – 5th ed. p. cm. Originally published: Profesional management of housekeeping operations / Robert J. Martin. 1986. Includes index. ISBN 978-0-471-76244-7 (cloth) 1. Hotel housekeeping. I. Title. TX928.M37 2007 647.94092–dc22 2007011319 Printed in the United States of America. 10987654321 Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page v  To Humphrey S. Tyler, a pioneer in the cleaning industry, and to my family  Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page vi Thomas J. A. Jones ftoc.tex V2 - 08/06/2007 2:34pm Page vii  Contents Preface xi PART I THE HOUSEKEEPING PROFESSION AND THE PRINCIPLES OF MANAGEMENT 1 1 The Executive Housekeeper and Scientific Management 3 Origins of Hospitality and Housekeeping 3 Origins of Management 4 Principles of Management 8 Management Theory and the Executive Housekeeper 10 Normative Characteristics Exhibited by Housekeeping Employees 10 Motivation and Productivity 11 Management Theory and Housekeeping Administration 18 New Horizons in Management 19 PART II PLANNING, ORGANIZING, AND STAFFING THE NEW ORGANIZATION 25 2 Conceptual Planning 27 The New Executive Housekeeper 27 The Executive Housekeeper’s Position within the Organization 28 The Model Hotel 28 Reporting for Work 29 Early Priority Activities 30 House Breakout Plan 32 Staffing Considerations 37 Completion of the Department Organization 38 The Staffing Guide 39 Table of Personnel Requirements 40 Job Descriptions 40 3 Planning to Schedule Workers: A Major Advantage of Housekeeper Team Staffing 46 A Word about Team Staffing 46 Team Scheduling Is Not Team Cleaning 48 Standing Rotational Scheduling and Tight Scheduling 49 Union Contracts and Their Effects on Scheduling 59 4 Material Planning: Administration of Equipment and Supplies 61 Material Budgets 61 Inventory Control 63 Material Classification 63 Preopening Operations 64 Guestroom Furniture and Fixtures 66 The Americans with Disabilities Act (ADA) 72 5 Material Planning: Floors, Walls, and Windows 78 Cleaning for Health 78 Floor Types and Their Care 79 Carpets and Rugs 93 Ceilings and Wall Coverings 101 Windows and Window Treatments 103 6 Material Planning: Supplies and Equipment 106 Housekeeping Chemicals 106 Cleaning Supplies and Equipment 120 Guest Supplies 133 7 Material Planning: Bedding, Linens, and Uniforms 138 Bedding 138 Bath and Table Linens 142 Uniforms 145 8 Staffing for Housekeeping Operations 150 Thomas J. 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Jones ftoc.tex V2 - 08/06/2007 2:34pm Page viii viii  Contents Job Specifications 150 Employee Requisition 151 Staffing Housekeeping Positions 151 9 Operational Planning 169 Procedures for Opening the House 170 Other Forms for Direction and Control: Standard Operating Procedures 176 Examples of Standard Operating Procedures for Hotels 178 Examples of Standard Operating Procedures for Hospitals 181 Standard Operating Procedures Are Not to Restrict Initiative 186 PART III DIRECTING AND CONTROLLING ONGOING HOUSEKEEPING OPERATIONS 189 10 The Hotel Housekeeping Daily Routine of Department Management 191 The Housekeeping Day 191 Cleaning the Guestroom 201 Suite Hotels (with Kitchens, Fireplaces, and Patios) 210 The Housekeeping Day Continued 214 Computers Come of Age in the World of Housekeeping 225 11 Hotel Housekeeping Subroutines 232 Cleaning and Maintenance 233 Operational Controls 243 Purchasing 249 Personnel Administration 253 Communication and Training 258 Long-Range Planning 258 PART IV SPECIAL TOPICS: SWIMMING POOL OPERATIONS AND MANAGEMENT, HOUSEKEEPING IN OTHER VENUES, SAFEGUARDING OF ASSETS, IN-HOUSE LAUNDRIES, AND THE FULL CIRCLE OF MANAGEMENT 269 12 Swimming Pool Operations and Management 271 Components of a Swimming Pool System 272 Pool Sizes and Shapes 273 Water Clarity 273 Types of Filters and How They Work 274 The Backwashing Cycle 275 The Spa 276 Water Chemistry 276 About Algae 277 Chloramines 277 Pool Equipment 277 About Diving Boards 278 Staffing (Using Lifeguards or Pool Attendants) 278 13 Housekeeping in Other Venues 280 Environmental Services: Nature of the Profession 280 Basic Microbiology 282 The Five Types of Soil 284 The Chemistry of Cleaning 284 The Product Manufacturer and the Chemical Challenge 286 Nonchemical Agents That Kill or Slow Bacterial Growth 286 A Controlled Bacterial Environment 286 Terminal Cleaning and Disinfecting the Surgical Suite 287 Disposition of Used Needles, Syringes, and ‘‘Sharps’’ 287 Disposal of Refuse from Antineoplastic Agents 289 Pest Control 290 Waste Disposal and Control 292 The Joint Commission (JCAHO) 293 Environmental Pollution 293 Ecology 294 The Housekeeper’s Role in Environmental Management 296 Other Opportunities for Housekeepers 296 14 The Safeguarding of Assets: Concerns for Safety and Security in Housekeeping Operations 312 The Concept of Safeguarding Assets 312 Security from Theft in the Housekeeping Department 314 Security within Hotel Guestrooms 321 The Do-Not-Disturb Sign Competes with the ‘‘Need to Foresee’’ 323 Safety 324 The Loss Prevention Manual 328 Thomas J. 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Jones ftoc.tex V2 - 08/06/2007 2:34pm Page ix Contents  ix 15 The Laundry: Toward an Understanding of Basic Engineering and Operational Considerations 330 A Statement in Favor of On-Premises Laundry Operations 330 Another View of the Efficacy of On-Premises Laundry Operations 331 Planning and Preengineering 331 Basic Knowledge for the Owner 338 Major Equipment Requirements 341 Laundry Equipment for Larger Hotels 346 General Nonequipment Factors and Requirements 347 16 The Full Circle of Management 353 Problem Solving 353 Managerial Styles 359 Development of Others 360 Personal Development 361 Housekeeping Managers of the Future 362 APPENDIX A: Job Descriptions 367 APPENDIX B: Hotel Employee Handbook 373 APPENDIX C: Bally’s Casino Resort Housekeeping Department Rules and Regulations 383 APPENDIX D: Ozone in the Laundry 389 APPENDIX E: What If (Publication) 391 APPENDIX F: Excerpts from InterContinental Hotels Group Loss Prevention Manual 400 APPENDIX G: The Personal Plan 411 APPENDIX H: Microfiber Technology 414 APPENDIX I: Proteam Articles 421 APPENDIX J: National Trade Publications Articles 439 Glossary 451 Index 469 [...]... complaints of his people Jethro therefore organized a plan to handle these problems that would in turn relieve Moses of the tedium of this type of administration A system of delegation to lieutenants thus emerged We can therefore assign some of the credit to Jethro for establishing several of the principles of management that we recognize today: the principles of line organization, span of control,... managers’ minds The School of Management Science An outgrowth of ‘‘Taylorism’’ is the school of management science, or, as it is alternatively known, operations research Management science is defined as the application of the scientific method to the analysis and solution of managerial decision problems The application of mathematical models to executive decision making grew out of the joint U.S and British... we briefly traced the origins of hospitality and housekeeping, as well as the development of management theory and its application to the housekeeping function Our exploration of housekeeping and management theory has by no means been exhaustive It is impossible to discuss all of the contributors and their contributions to management here, but we will be referring to some of the major contributors throughout... others to accomplish this with a high degree of quality, concern, and commitment to efficiency and cost control In order to understand how the art melds with the science, we will trace the origins of professional housekeeping and of scientific management Origins of Hospitality and Housekeeping Hospitality is the cordial and generous reception and entertainment of guests or strangers, either socially or... school of management theory can be divided into two distinct concerns: administrative theory and scientific management Administrative theory is principally concerned with management of the total organization, whereas scientific management is concerned with the individual worker and the improvement of production efficiency by means of an analysis of work using the scientific method These two branches of the... While the evolution of the housekeeping profession was taking place, professional management was also being developed In fact, there is evidence that over 6000 years ago in Egypt and Greece, complex social groups required management and administration It is even possible to derive evidence of the study and formulation of the management process as early as the time of Moses Henry Sisk1 reminds us that in... executive housekeeping We continue Mackenzie’s ordering of the principles of management, which include the sequential functions of planning, organizing, staffing, directing, and controlling These sequential functions will be used as the organization structure for Parts Two and Three of the book Part One of this edition also introduces Atchison’s ‘‘Preparing for Change,’’ as he separates the management of systems... an essential management technique FIGURE 1.5 A flyer asking for donations for the Hospitality Competition Management Theory and Housekeeping Administration We have looked at the roles of employee participation, management delegation, training, and rewards in influencing productivity in housekeeping Each of these practices evolved from management theories The answer, then, to the question of which theory... control, and delegation SCHOOLS OF MANAGEMENT THEORY Although it is beyond the scope of this book to provide an exhaustive examination and comparative analysis of all of the approaches to management theory that have appeared over the past 2000 years, the following discussion is an attempt to identify the major schools of management theory and to relate these theories to the modern housekeeping operation The... take care of the problem immediately.’’ A prime responsibility of the executive housekeeper is to develop this concern in the staff; it is just as important as the other functions of cleaning bathrooms, making beds, and making rooms ready for occupancy Throughout this text, we present techniques for developing such attitudes in housekeeping staffs Origins of Management While the evolution of the housekeeping . site at www.wiley.com. Library of Congress Cataloging-in-Publication Data: Jones, Thomas J. A. Professional management of housekeeping operations / by Thomas J. A. Jones. – 5th ed. p. cm. Originally. Thomas J. A. Jones ffirs.tex V3 - 08/06/2007 2:33pm Page iii  Professional Management of Housekeeping Operations FIFTH EDITION Thomas J. A. Jones, Ed. D., R. E. H. William F. Harrah College of. and Scientific Management Facilities in all parts of young America were commen- surate with the demand of the traveling public, and early records indicate that a choice was usually available at many