ProfessionalManagementOfHousekeepingOperations TV pdf J Professional Management of Housekeeping Operations F I F T H E D I T I O N Thomas J A Jones, Ed D , R E H William F Harrah College of Hotel Admi[.]
Professional Management of Housekeeping Operations FIFTH EDITION J 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 Professional Management of Housekeeping Operations FIFTH EDITION This book is printed on acid-free paper c 2008 by John Wiley & Sons, Inc All rights reserved Copyright ° Published by John Wiley & Sons, Inc., Hoboken, New Jersey Published simultaneously in Canada Wiley Bicentennial logo: Richard J Pacifico No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 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including but not limited to special, incidental, consequential, or other damages 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) Hotel housekeeping I Title TX928.M37 2007 647.94092–dc22 2007011319 Printed in the United States of America 10 J To Humphrey S Tyler, a pioneer in the cleaning industry, and to my family J Contents J Preface xi PART I THE HOUSEKEEPING PROFESSION AND THE PRINCIPLES OF MANAGEMENT 1 The Executive Housekeeper and Scientific Management Origins of Hospitality and Housekeeping Origins of Management Principles of Management 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 Conceptual Planning A Word about Team Staffing 46 Team Scheduling Is Not Team Cleaning Standing Rotational Scheduling and Tight Scheduling 49 Union Contracts and Their Effects on Scheduling 59 PART II PLANNING, ORGANIZING, AND STAFFING THE NEW ORGANIZATION 25 120 Material Planning: Bedding, Linens, and Uniforms 138 Bedding 138 Bath and Table Linens Uniforms 145 103 Material Planning: Supplies and Equipment 106 Housekeeping Chemicals 106 Cleaning Supplies and Equipment Guest Supplies 133 72 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 48 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) 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 Planning to Schedule Workers: A Major Advantage of Housekeeper Team Staffing 46 142 Staffing for Housekeeping Operations 150 viii J Contents Job Specifications 150 Employee Requisition 151 Staffing Housekeeping Positions Operational Planning 151 169 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 13 Housekeeping in Other Venues 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 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) 278 274 280 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 J Contents 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 Problem Solving 353 Managerial Styles 359 Development of Others 360 Personal Development 361 Housekeeping Managers of the Future APPENDIX A: Job Descriptions Hotel Employee Handbook 373 APPENDIX B: 367 353 Bally’s Casino Resort Housekeeping Department Rules and Regulations 383 APPENDIX C: APPENDIX D: Ozone in the Laundry APPENDIX E: What If (Publication) 389 391 Excerpts from InterContinental Hotels Group Loss Prevention Manual 400 APPENDIX F: APPENDIX G: The Personal Plan APPENDIX H: Microfiber Technology APPENDIX I: Proteam Articles 411 421 National Trade Publications Articles 439 APPENDIX J: 362 ix Glossary Index 451 469 414