Quản trị buồng khách sạn

tài liệu chia sẻ bản trình bày powerpoint bài thu hoạch giữa kì môn quản trị buồng khách sạn do TS.Vũ Thị Kim Oanh giảng dạy tại khoa Du Lịch, Viện ĐH Mở Hà Nội. nhóm sinh viên nghiên cứu thực tế tại khách sạn Silk Queen, Hàng Gai, Hoàn Kiếm, Hà Nội

HOUSEKEEPING MANAGEMENT SILK QUEEN HOTEL Lecture: Vũ Thị Kim Oanh Group: Overview about hotel Housekeeping departmemt Amenities I OVERVIEW • Silk Queen hotel • 100 Hang Gai Str, Hoan Kiem Dist., Hanoi, Vietnam • Three star hotel • 55 rooms, kinds of room: - Deluxe room - Luxury room - Suite room - Terrace suite room I OVERVIEW Investor/ Investor/ Manager Manager Hospitality Hospitality Manager/ Manager/ HR HR Manager Manager Chief Chief Accountant Accountant Head Head of of Sale Sale Head Head Receptionist Receptionist Head Head of of Bell Bell Restaurant Restaurant Manager Manager Executive Executive Chief Chief Executive Executive Housekeeper Housekeeper House House kepping kepping Tour Tour Financy Financy Purchase Purchase Accounter Accounter Accounter Accounter Accounter Accounter Sale Sale Online Online Staf Staf Sale Sale corp corp Receptionist Receptionist Staf Staf Staf Staf Bell Bell Staf Staf Supervisor Supervisor Sous Sous Chef Chef (1 (1 Public Public Attendant Attendant +8 +8 Housekeepers) Housekeepers) Restaurants Restaurants Kitchens Kitchens Staf Staf Staf Staf Sercurity Sercurity + + IT IT II Housekeeping Department Housekeeping chart Executive HS Housekeeper Public area II Housekeeping Department Number of housekeeping staff Number of room: 55 Productivity standard: rooms/ staff Number of room attendant needed: 55/8 = (staff) Total 73 days of absenteeism per room attendant Total days of absenteeism of all room attendants: x 73 = 511 (days) In order to replace this absenteeism we need: 511/ (365-73) = 1,75 (staff) The total full-time room attendants of Silk Queen Hotel needs is: + 1,75 = 8,75 ~ (staffs) II Housekeeping Department Duty roster Name Position Mon Tue Wed Thu Fri Sat Sun Mrs Hoa Executive ON ON ON ON ON ON OFF Mrs Hong Housekeeper B1 OFF B2 B2 B1 B2 B1 B1 B2 B1 OFF B2 B1 B2 OFF B1 B2 B1 B2 B1 B2 OFF B2 B1 B2 B1 OFF B1 B2 B1 B2 B1 B2 OFF B1 th th From 24 to 30 , August, 2015 Shift A (office hour): 8.am – 5.pm Mrs Lan Housekeeper Shift B1 (morning shift): 6.am – 2.pm Mrs Lam Housekeeper B1 Shift B2 (afternoon shift): 2.pm – 10.pm Housekeeper B1 Mrs Linh This Mrs Minh duty roster is closing at noon Sunday every B1 week Housekeeper B2 Mrs Thoa Every B2 B1manager.B2 changeHousekeeper must be confirmed by housekeeping Mrs Thu Housekeeper OFF B1 B2 B1 B2 B1 B2 Mrs Van Housekeeper B2 B1 B2 B1 OFF B2 B1 Mrs Yen Public OFF B2 B1 B2 B1 B2 B1 II Housekeeping Department Productivity standards Step 1: The time needed to clean one guestroom: approximately 55 minutes Step 2: the time available for cleaning: hours x 60 minutes = 480 minutes Step 3: Total shift time: 480 minutes Rest & Lunch time : 40 minutes Time available for Guestroom cleaning : 440 minutes Step 4: Determine the productivity standard by dividing the result of Step by the result of Step is 440 / 55 = (guestrooms) The productivity standard for cleaning guestroom is guestrooms in 8-hours shift II Housekeeping Department Salary of Housekeeping department Position: housekeeper Base salary: 3.500.000 VND/month Service charge and Bonus: mutiple 0.7 Position: executive Housekeeper Base salary: 4.500.000 VND/month Responsible wage: 1.000.000 VND/month Service charge and Bonus: mutiple 1.25 II Housekeeping Department Laundry service hotel use laudy service of Bao Anh Store Address: 214 Hang Bong St, Hanoi Phone: (04) 38288922 Email: Baoanhlaudry@gmail.com II Housekeeping Department 10 Bed and Furnitures in guest room Bed King bed Double bed Twin bed Single bed II Housekeeping Department 10 Bed and Furnitures in guest room Furnitures in guest room Wardrobes Telephone Television Table Mirror Chair and armchair Wall cabinet Closet - lamp: reading lamp Wall lamps Luagge rank - Air conditioning Table lamps Bed side table Minibar Safe deposit boxes II Housekeeping Department 11 Cleaning Equipment Wiper Mop Toilet brush and bucket of water Sponges extractor Trash bag Black plastic bags contains garbage Vacuum cleaner Trolleys Dustpan Buckets Broom Gloves and housekeeper Spray bottle Glass cleaner sticks masks for II Housekeeping Department 12 Amenities Qtt Items Quantity Qtt Items Quantity Tooth brush Shampoo Comb 10 Tea 3 Sewing kit 11 Coffee Shower cap 12 Sugar Shaving kit 13 Water Cotton buds 14 Tissue paper box Bath gel 15 Toilet paper Hand soap 16 Pen II Housekeeping Department 13 Chemical Chemicals versatile Descaling (for warmth) Special bleach (toilet) Spray water glasses Mop water cup (rated cup) Maintenance crockery (floor cleaner) II Housekeeping Department 14 Flower and bonsai II Housekeeping Department 15 Flooring Wood floor: used in the guest room Marble floor: used in the bath room Capet: used in the lobby III Special part: Amenities Viet Phuc Production and Export Joint Stock Company Address: 3rd Floor, Building VVT, 59 Xa Dan, Dong Da District, Hanoi Phone: 844-3.734.35.99 / 784.83.99 - Fax: 844-3.733.21.49 Email: sas.vietphuc@gmail.com Website: www.vietphuc.vn III Special part: Amenities Thien Viet Production and Export Joint Stock Company Address: 15/130 An Dương Vương St, Tay Ho, Hanoi Phone: 093 235 1977 - 0975699659 Email: thienviet@thietbikhachsan.info Website: thietbikhachsan.info Hoa Sen Production and Limited Liability Company Address: 20/264/32 Thuy Khe St – Tay Ho – Hanoi Phone: 04 38474788 Fax : 04 38231665 Email: info@hotelsupplier-hs.vn Website: hotelsupplier-hs.vn; hotelsupplier-hs.com III Special part: Amenities Item Quality Việt Phúc Company Thiên Việt Hoa Sen CO.JSC CO.LTD Price (per box) Toothbrush Shaving kit Comb Senior 4,000 6,500 5,000 Medium 2,500 5,000 4,300 Popular 1,500 3,000 3,000 Senior 4,500 6,000 3,500 Medium 3,000 5,000 2,000 Popular 2,000 3,000 1,000 Senior 4,000 6,500 3,000 Medium 2,500 4,000 2,000 III Special part: Amenities Hair cap Senior 3,500 5,000 6,000 Medium 2,000 3,000 5,400 Senior 2,200 6,300 5,800 Medium 1,500 4,000 4,800 Senior 3,500 4,900 5,200 Medium 2,000 3,000 4,000   Cotton swab Sewing kit III Special part: Amenities Company Viet Phuc CO Thien Viet CO.JSC Hoa Sen CO.LTD Price Cheap Expensive More expensive Import distribution Domestic distribution Discount 5% after times No after sale service Product Many choices Domestic distribution After sale Buy 100 get free service Quality purchases Good, durable, beautiful Good, durable Good, easy to use III Special part: Amenities Items Maximum reserves Minimum reserves Toothbrush 42157 14053 Shaving kit 21078 7026 Comb 42157 14053 Hair cap 21078 7026 Cotton swab 42157 14053 Sewing kit 42157 14053 III Special part: Amenities The table forecast usage for whole year Items Forecast usage all Costs rooms Comb 21079 21079 x 2500 = 52.697.500 Toothbrush 21079 21079 x 2500 = 52.697.500