Professional Documents
Culture Documents
HRM 3 (lecture)
OBJECTIVES
Appreciate the history of lodging operations Appreciate the importance of lodging in the history
LODGING OPERATIONS
An intrinsic part of the hospitality trade and perhaps the most important of the segments into which this industry is divided
To Lodge to furnish guest with rooms or quarters.
LODGING OPERATIONS
A. CLASSIC GREEK & ROMAN DAYS B. BIBLE REFERENCES
Bethlehem is said to be the most famous inn (Luke 2:7) Jacob & his brother, when travelling to Judea, went to an inn & fodder their mounts.
LODGING OPERATIONS
C. MIDDLE AGES D. 19TH CENTURY Hosteler 1473 inn Railways were introduced Inns at present contain a large holders number of rooms Ostel French word for Hotel from the French word, Hosteler, which means Hostel; a more or less Owner of the inns, commodious establishment with up to date appointment became Inn servant Inn England, a public Spa Europe, resorts located by mineral springs which were house that provides believed to have curative lodging for travelers and powers others; usually located along highways
LODGING ESTABLISHMENTS
1. Bed & Breakfast (B&B)
A small, privately owned establishment located in suburban and rural areas Converted private homes that cater to travelers seeking a homey, personal environment A rate that combines a nights accommodation with a breakfast the following day
2. Time-Share Condominium Apartments, villas or bungalows built near popular vacation spots (ski-resorts, beaches, Disney world) that are sold to individual owners who use them or rent them out to transient guest
LODGING ESTABLISHMENTS
3. Cruise Ships A floating luxury hotel/hotel One of the fastest growing segment of the hospitality industry 4. Institutional Lodging Hospitals, retirement houses, universities and colleges
LODGING ESTABLISHMENTS
CASINOS first class hotels that provide elaborate facilities for gambling which offers luxurious lodging and lavish entertainment at low cost to attract potential customers
1. Deluxe Hotel 2. Upscale-Hotels 3. Mid-Tier Hotels and Motels 4. Economy/Limited Service Properties
Classification of Guestrooms
TYPES OF SUITES
TYPES OF BEDS
1. Single Bed 2. Double Bed 3. Queen Bed 4. King Bed 5. Roll-away bed
TYPES OF HOUSEKEEPING
Domestic Housekeeping Institutional Housekeeping
Refers to housekeeping maintenance in a house Applies to housekeeping maintenance in commercial lodging establishment.
Room Section Heart of the HK Linen Section records room status of the room Public Area in charge of the hotels general cleanliness Laundry Section good balance of laundry services for the entire hotel
FUNCTIONS OF THE HK OFFICE In general, there are 2 essential functions of the HK department PRIMARY- Ensure cleanliness of guestrooms, hallways and public areas Ensures the integrity of the original design & condition of the guestrooms, facilities & equipment , furniture & fixtures SECONDARY- Provides uniforms, lost & found items, linen, activities of seamstress SUB-FUNCTIONS- All HK associates reports here properly uniformed on time, receive their station assignments, work orders & pass keys
SUB-FUNCTIONS
All HK telephone calls are receive here & message are sent out to the different sections HK office provides policy & storage for lost & found items & keep track of them All linen & flower arrangement requirements in any areas of the hotel are controlled through the HK office
SCOPE OF HK MAINTENACE 1. Guestrooms Maintenance - Maintaining cleanliness and orderliness in the guestroom 2. Maintenance of Public Areas - Maintaining the cleanliness and orderliness in all public areas which include lobby, corridors, function rooms, grounds, etc 3. Maintenance of Linen/Laundry Service - Collecting and delivering laundry items for house guests or in house occupants
SCOPE OF HK MAINTENANCE
4. Washing, issuance, repair and inventory of employees uniforms 5. Installation, cleaning and maintenance of fixture and facilities 6. Provision of special service like baby sitting, mending, polishing shoes, etc.
STANDARDS OF IDEAL HOUSEKEEPING 1. CLEANLINESS - all areas are immaculately clean, corner to corner, top to bottom, including surfaces. - windows and glass panels are dusted and polished 2. ORDERLINESS -facilities and fixtures are properly arranged and installed in appropriate location - linen are neatly folded
STANDARD OF IDEAL HOUSEKEEPING 3. SANITATION -The whole area is free from all sources of bacterial contamination such as undisposed garbage and leftover, stagnant water -Wet garbage is properly underlined with plastic, covered and disposed regularly 4. GUEST COMFORT - Rooms are properly ventilated and lighted - Guests are not disturbed by noise and other forms of distractions
PAR STOCK
- Supplies and materials are consumed w/in the limits of the budget - All appliances and equipment are regularly checked for any damaged and maintained in safe, working condition to avoid accidents 8. GUEST RELATIONS - Guests requests and concerns are given prompt and proper attention - Staff exhibit warm and pleasant disposition in dealing with guests.
AREAS OF RESPONSIBILITY
AREA - GUESTROOMS ( hallways, vending areas & floor closets) PUBLIC AREAS (lobbies, front desk, main Entrance, corridors, restrooms, games & Exercise rooms & shops OFFICES DEPT. RESPONSIBLE HK
HK
HK
AREAS OF RESPONSIBILITY
AREA EMPLOYEES AREAS (locker rooms, cafeteria & Restroom) LAUNDRY ROOM LINEN ROOM HK STORAGE AREAS RECREATION AREAS (pools, tennis & volleyball Courts) DEPT. RESPONSIBILE HK HK HK HK ENGR.
AREAS OF RESPONSIBILITY
AREA GROUNDS(parking lot, parking garage, trees, landscaping & sidewalks) MAINTENANCE SHOP F&B SVC(coffee shop, restaurant & cocktail lounges) DEPT RESPONSIBLE ENGR.
ENGR. F&B
AREAS OF RESPONSIBILITY AREA KITCHENS BANQUETS (ballrooms, function rooms, & exhibition Halls) DEPT. RESPONSIBLE F&B BANQUET
INTERRACTION BET HK AND OTHER DEPT. MEMBERS OF THE EXECUTIVE COMMITTEE & THEIR DEPT. HEADS 1. F & B Director- Food & Beverage Department 2. Sales Director- Sales, Marketing and Public relations 3. Controller/Chief Financier- Accounting 4. Human Resources Director- Human Relations Dept. 5. Plant Manager- Engineering and Maintenance
A. FRONT OFFICE -guestroom are sold here HK provides FD with a listing of rooms that are ready for occupancy As guests check in and out of the hotel, FD notifies the HK and as rooms are cleaned and ready for occupancy, HK notifies the FD
FRONT OFFICE
FRONT Desk -Night Clerks report HK employee who opens the house -A.M .guestroom
HK Supervisor
FRONT OFFICE DISCREPANCY- means that the FD reports that a certain room is vacant but HK finds it occupied REASONS WHY A DISCREPANCY OCCUR 1. A guest switches from one room to another and the FD neglects to change its records 2. An error is made by the night clerk when filling out the night clerks room report 3. A guest is given the wrong room key by mistakes
4. The room is used by an authorized employee 5. The room is sold by the FD without being recorded and the money is pocketed by the clerk. 6. A guest checks-in or out bet the time the report is made and the check is conducted
Occupancy forecast VIP arrivals Early check ins of groups Closing of certain section for deep-cleaning Delivery of guest laundry Lost and found items Special guests requests
Every piece of equipment, fixtures and furniture in the guestrooms, hallways, linen & laundry rooms, public areas and employee locker rooms must be in proper working order.
COMMUNICATION BET HK AN HR DEPT HUMAN RESOURCES DEPARTMENT - Necessary when considering personnel staffing Involved in the orientation of new HK employees: philosophy, compensation packages, pay schedules, rules & regulations
COMMUNICATION BET HK & F & B DEPT. Comprises of the kitchens, restaurant, coffee shops, cafeteria, bars, lounges, banquets, catering services, clubs and room services HK is indirectly involved in the outlets cleanliness Good communication with regards to the pick-up of room service material from guestroom areas HK must see to it that hallways are free from trays and carts Laundry room must provide the F&B Dept. with clean napery, clean uniform.
Its primary goal is to sell the products and services offered by the property, therefore cleanliness is of great importance Necessary when specific rooms or suites must be available for inspection to meeting planners who are considering the property for a possible convention
- Placing orders for equipment and supplies (Purchasing to controller) - All information regarding wages salaries - HK provides monthly inventory information in order to ascertain expenses of controllable goods and percentage costs.
Other responsibilities
Plans/organize staffing & manpower plotting Decides & outlines all HK activities Assists in preparation of the annual budget Implements cost control procedures within the department
Henri Fayol- France, proposed that a manager must practice the ff functions of management: A. Planning D. Coordinating B. Organizing E. Controlling C. Directing
Time Management Problem Solving Total Quality Management Ethical Values Decision Making
POWDER GIRLS *responsible for the cleanliness & general upkeep of the DRESSING ROOM making them fresh sanitized & free of odor at all times LINEN-UNIFORM ATTENDANT * Issues & receives floor master keys of R.A. & floor supervisor
SEAMSTRESS *Mends repairable items, recycles condemned items such as bed sheets into scarves, aprons, as well as table cloths into napkin or underliners LINEN RUNNER
*Collects & spot-checks soiled linen
DISCRETION NO NOTICE OF, SPEAK OF, things regarding the guests in their conversation HONESTY Staff must be able to work amongst guests personal effects & to hand in any lost property
CONFIDENTIALITY Guests could leave private papers or company documents lying open in their rooms COMMUNICATION HK staff are frequently asked by guests regarding hotel services & the surroundings areas
TEAM SPIRIT Staff must be able to trust each other & work together
TRAINING, MOTIVATING AND EVALUATING STAFF The aim of training is to standardize the procedures that have been proven to work well w/out taking the flexibility and motivation to find better procedure.
TYPES OF TRAINING
CROSS-TRAINING- a buzzword for modern managers TEAM TRAINIG- During training, trainers should try out various combinations of staff members and job assignment CONTINUING EDUCATION- training should be continuous to keep staff apprised to new HK techniques
TRINING METHODS
Show-tell-do techniques- works bests for functions-related jobs. Audio-visual aids- can cause a simple flip chart to a sophisticated computer graphics. Filmed videos- some properties filmed trainees on closed circuit TV so that their performance can be discussed with the supervisor
TRAINING METHOD
Training films- Produced by associations or independent producers of training films Fishbowl techniques- Opens lines
of communication.
TRAINING METHODS
Benchmarking-measuring what others companies do and training staff in similar practices can improve performance
MOTIVATING STAFF
Incentive program that motivate workers 1. Monetary rewards A. Point system B. Team incentives C. Lump-sum bonuses D. On-the-spot bonuses
Monetary Rewards
E. Attendance bonuses F. Property-wide bonuses G. Receiving Incentive from Guests
2. Nonmonetary Incentivesadditional money may be a good motivator, but it is not the only motivator 3. Choice assignment 4. Cross training
Monetary Rewards
5. Free Stays 6. Free Meal Tickets or voucher 7. Early Dismissal
PREVENTION OF BACTERIAL CONTAMINATION Keeping all parts of the house clean and free of dirt. Stagnant water in cans, pails and drums (if one is used) should always be covered so that it does not breeding place of mosquitoes. Moist foods and food leftovers must be wrapped in the plastic before that thrown into garbage cans
GENERAL SAFETY AND SECURITY MAESURES FOR GUESTS 1. If possible, all entrances to the hotel should be secured and guarded round the clock by security personnel. 2. Provide for roving guards who will monitor movements within the hotel premises, particularly in guestrooms and surroundings areas. 3. Suspicious looking persons and objects are to be reported to security office or duty manager immediately for proper investigation.