19.3.

0 ACCOMMODATION OPERATIONS MANAGEMENT II

19.3.1 Introduction
This course unit is intended to equip the trainee with knowledge skills and attitude to enable him/her
work efficiently in catering and accommodation establishment.

19.3.2 General Objectives

At the end of this course unit, the trainee should be able to:
a) plan and supervise accommodation functions
b) control accommodation operation staff effectively
c) recruit, select, induct and train accommodation staff
d) supervise cleaning and laundry procedures
e) make requisition for purchase of accommodation equipment and materials.
Course Unit Summary and Time Allocation

Code Sub-module unit Content T P Total

Hours
19.3.01 Introduction to  Classification of 6 14 20
Accommodation accommodation
Management establishments
 Functions of the
establishments
 Duties and responsibilities of
the accommodation manager
19.3.02 Work Study  Definition 10 20 30
 Importance of work study
 Stages of work study
 Motion economy
 Work measurement
 Time study
 Ergonomics
 Evaluation
19.3.03 Special Functions  Type of function 6 18 24
 Theme interpretation
19.3.04 Internal Environment  Definition of terms 6 16 22
 Ventilation
 Lighting
 Noise
 Conditioning
19.3.05 Linen and Laundry  Definition 6 16 22
Systems  The linen control system
 Laundry options
 The dry-cleaning system
19.3.06 Contract Services  Definition of terms 10 20 30
 Types of contract services
 Advantages and disadvantages
 Factors considered when
engaging a contract
service
 Contract specification
 Pricing a contract
 Checking system
19.3.07 Emerging Issues  Emerging issues and trends 1 1 2
and Trends  Challenges of emerging
issues and trends
 Coping mechanisms

Total 45 105 150

19.3.01 INTRODUCTION TO ACCOMMODATION

MANAGEMENT Theory

19.3.01 T Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) classify types of accommodation establishments
b) discuss functions of accommodation establishments
c) explain the duties and responsibilities of the accommodation manager

19.3.01 C Competence
The trainee should have the ability to:
i) prepare job cards
ii) make a work schedules
iii) prepare a duty roster
iv) supervise duties efficiently

Content
19.3.01 T 1 Accommodation establishments

CLASSSIFICATION OF LODGING ESTABLISHMENT

Establishment can be classified into commercial and welfare sectors
Commercial sector
These include hotels of various kinds, motels, town and country clubs, boarding houses and holiday camps. The
hotels and motels may be classified as follows:

1. First class luxury hotels with private bathrooms, suites and lounges, where the décor is luxurious
and provision is made for particular personal services to the guests. These are expensive and employ
many staff.
2. Bed and breakfast- are inns which are usually small, privately owned establishment located
in suburban and rural locations
3. Time- Share condominiums-are apartments, villas, or bungalows usually built near popular
vacations sports
4. Cruise Ships- can be described as floating luxury hotels/ resorts that provide most of the same
services and amenities as property located on land.
5. Casinos- are generally first class hotels that provide elaborate facilities for gambling, ranging from
slot machines to sophiscated roulette tables.

-Are highly profitable establishment which offer luxurious lodging and lavish entertainment
at low cost attracting potential customers.

6. Motels and Motor hotels- are specialized establishments catering for motorist, situated on main
trunk roads. They usually have parking facilities close by accommodation
7. Expensive clubs- found in town or country, providing facilities for recreation and relaxation with
some sleeping accommodation and are very much run on the line of a first class hotel
8. Holiday Camps- generally consists of chalet-type accommodation and the amount of service varies.
In some places cooking facilities are provided for guests.
9. Boarding Houses- are small hotels, generally with simple furnishing and providing little services.

WELFARE SECTORS
These are establishment satisfying a social need at reasonable standard of cleanliness and comfort is
expected at the lowest possible cost with a tremendous difference in staffing and services offered
throughout the wide range of establishment in this group. Examples include hospitals, retirement
homes, universities and colleges
Hotels- for young people and university halls of residence are medium to long stay establishment.
  Staffs are kept at a minimum and students are expected to make their own beds, keep their rooms tidy.
 Rooms may be cleaned weekly or by students and apart from public areas, there may be little or
no cleaning at weekends
 Some hotels are self- catering so cooking facilities may also be provided.

HOSPITALS
In hospitals, the staff residences may be likened to hostels or university halls of residence.
_The residences’ rooms normally receive a weekly clean and sometimes residents clean their own
rooms with equipment provided by the hospitals.
Hospitals also contain administrative arrears, laboratories, training schools, laundries kitchen and
patients areas .Some of these are prestige or high risk areas e.g. operating theatres and renal, transplant
and premature baby units, burnt units. In these and other patient areas, great emphasis must be laid on
the control of infection
Lodging facilities can also be categorized by size
e.g.
Small-up to 75 rooms
Medium-from 75 to 200 rooms
Large-from 200-500 rooms
Very large-more than 500
rooms
The size of a property can be used to estimate the amount of work required of the housekeeping department on
a daily basis to maintain the property.100-room property can be serviced with a relatively small number of
housekeeping staff. Above 1000 rooms will require more housekeeping staff to service the guest rooms
Classification by type of service
Lodging properties can also be categorized by service. Economy or budget properties focus on meeting the basic
needs of the traveling public with the aim of providing a clean, comfortable room that are not expensive. The
market segments will attract guests traveling with children, bus tours, students, budget-minded retirees. Such
properties do not offer food & beverage services except for breakfast
Mid-market
Properties offer all the amenities expected in a “home-away-from-home setting”.Restaurants,coffee shops, bars,
luggage service, meeting rooms, health club, room service etc are generally offered in such properties
The quality bed linen, towels, room furniture, lobby décor and customer service must be good or very
good.Travellers include business people, individual tourists conventioneers and guests wishing to receive a
guaranteed level of excellent service
Mid-market properties features suites that consists of a bedroom, adjacent livingroom, a kitchenette with
refrigerator
Luxury
Offer world-class service which includes any type of convenience that would be expected by any traveler in any
country in the world.
Luxury properties may feature extravagant amenities like imported chocolates, specialty toiletry items, slippers,
and silk robes, special services like executive floors, concierge, foreign language translators, nanny & private
secretary
Housekeeping in different types of establishment

Type of Aims of housekeeping department

establishment
Hotels Aesthetic-the objective is to achieve a clean, pleasant and attractive appearance
Boarding house
Motels
Holiday camps
Hospitals Clinical-objective is to remove as much soil and therefore micro-organisms as
Nursing homes possible; prevent cross infection and achieve a high degree of hygiene

Convalescent homes
Hospices
Hostels Normal and Acceptable standards-objective is to remove dust & dirt such as litt ers
and obtain a comfortable place
University halls of
residence
Local authority
homes

19.3.01 T 2 Functions of the establishments

The aim of all Hotels or establishments that offer accommodation is to provide their customers with clean,
attractive, comfortable and welcoming surroundings that offer value for money. Nothing sends a stronger
message than cleanliness in a hospitality industry. No level of service, friendliness or glamour can equal the
sensation a guest has upon entering a spotless, tidy and conveniently arranged room. Both management and
guest consider keeping the place clean and in good order a necessity, for a hotel to command a fair price and to
get repeat business.

A survey carried out showed 63% travelers rated cleanliness and appearance as their first priority in their choice
of hotels. The housekeeping department takes pride in keeping the hotel clean and comfortable so as to create a
‘home away from home’. Good housekeeping is considered as the backbone of accommodation sector as its
main aim is to provide a clean comfortable, safe and aesthetically appealing environment.

Housekeeping is an operational department of the hotel. It is responsible for cleanliness, maintenance, aesthetic
upkeep of rooms, public areas, back areas and surroundings.

A hotel survives on the sale of rooms, food, beverage, and other minor services like laundry, health clubs, health
spa, sightseeing, shopping arcades etc. The sale of rooms constitutes a minimum of 50% of these sales.

Thus a major part of hotels margin of profit comes from room sales because a room once made can be sold over
and over again. However, the days when the room remains unsold there is a total loss of revenue. To this extent,
rooms are more perishable than food. The housekeeping budget typically accounts for 20% of the properties
total operating expenditure. The largest element of operating cost in the housekeeping department is labour. The
effort that the housekeeping department makes in giving a guest a desirable room has a direct bearing on the
guest experience in the hotel.

Guest rooms are the heart of the hotel. Unless the décor is appropriate, the air odour free, furnishing and
upholstery is spotlessly clean the hotel may loose a guest as a potential customer. The housekeeping department
not only prepares the clean guestroom on a timely basis for the guests who are arriving but also cleans and
maintains everything in the hotel so that the property is fresh and attractive as the day it opens for business. The
housekeeping thus contributes in a big way towards the overall reputation of a property. It is a 24 hour and 365
day operation. Scientific housekeeping demands the employment of the most effective cleaning materials
and procedures, attention to purchasing the most suitable linen supplies, maintenance of decorative area
under the housekeeping department purview and proper organization and supervision.

Other than hotels, professional housekeeping service is very much in demand in hospitals, cooperate buildings,
airports, airlines, cruisers, banks shopping arcade. Since most such organizations prefer to out source these
functions, contract housekeeping is becoming a lucrative entrepreneurship venture these days.

AIMS OBJECTIVES & RESPONSIBILITIES of HOUSEKEEPING DEPARTMENT:

· To achieve the maximum possible efficiency in ensuring the care and comfort of the guests.

a) Establish a welcoming atmosphere and ensure courteous, reliable service from all the staff of
the department.

b) Ensure a high standard of cleanliness and general upkeep in all areas for which the department
is responsible.

c) Provide linen in rooms, food service areas etc and maintain an inventory for the same.

· To provide uniforms for all the staff and maintain adequate inventory for the same.

a) Cater to the laundry requirement, staff uniforms and guest clothing.

b) Deal with the lost and found articles. This ensures the smooth running of the department.

· To resist in the maintenance of the building while contributing to a safe and healthy environment.

· To provide and maintain the floral decorations and landscaped areas of the hotel.

· To select the right contractor and ensure that the quality of work is maintained.

· To coordinate the renovation of the property as and when required in consultation with
the management and the interior designer.

· To coordinate with the purchase department of the guest supplies, cleaning agents, equipments,
linen, carpets and other items used in the hotel.

· To ensure training control and supervision of all staff attached to the department.

· To establish a good working relationship with other departments.

· To ensure that safety and security regulations are made known to all the staff of the department.

· To keep the G.M and administrator informed of all matters requiring special attention.

BRAND LOYALTY:

Resident guest may be loyal to a particular chain of hotels or properties.Eg. Holiday Inn, Hyatt, etc.Change of
brand loyalty can be explained as a matter of habit, maximization of value to price or past experience with
service since it is difficult to explain pre purchased information about services. Consumers may be reluctant to
change brands as they are uncertain.
Guest also become brand loyal as they realize that repeat patronage to a particular property gives them
personalize service and greater satisfaction of their needs. This is due to the fact that guest is recognized as his
needs are known by the staff.

Decreasing brand loyalty may be due to:

· The availability of individual brands only in certain locations. This forces the client to choose another
brand. In this way the consumer learns about competing brands and is able to make a more
realistic evaluation of the kind of brand he would like to patronize.

· Travel writers give useful tips about different hotels, their services and comfort of stay.

· Travel agents also help in giving information about different hotels.

· Trade magazines often do monthly assessments of different hotels.

AREAS of RESPONSIBILTY of HOUSEKEEPING DEPARTMENT:

· Guestrooms / Floors:

Room attendants and floor supervisors are responsible for the cleanliness maintenance and security of
guestrooms and surrounding areas.

· Public Areas:

a) Front of the house areas.(Eg. swimming pools, parking area, club, food service area etc.)

b) Back of the house areas.(Eg. Staff canteen, service elevator, locker rooms, administrative
canteen, laundry, linen rooms, basement, store except kitchen which is cleaned by the
kitchen stewards)

c) Linen and Uniform rooms:

The housekeeping department is responsible for its functioning for the repairs and renewal of
linen and for maintenance of proper inventory and stock records of all linen items. Linen
includes room linen, food service linen, soft furnishings, uniforms, bed and bath linen.

d) Laundry: OPL (On Premises Laundry):

If the laundry is on premises then the guest laundry from the rooms is directly collected and
delivered by the laundry ballet. However all hotel linen is first collected in the linen room and
then sent to the laundry for washing. OPL (off premises laundry) is the laundry of both the
guest and linen which is done by the external laundry. All the linen including the guest
laundry is collected in the linen room from it is sent to the external laundry for washing. The
washed linen including the guest laundry is collected at the linen from where it is sent to the
guest rooms and other service points.

e) Resident Guests:

They are given their service by room attendance and they are not charged for it. Some hotels have a
shoeshine machine in the corridor.

f)Florist:

It could either be given out for contract or be a part of the responsibility of the housekeeping
department. An employee of the housekeeping department would be required to do the flower
 arrangements in the lobby, guestrooms, restrooms, restaurants. Any banquet requirements like
a backdrop for a wedding are done on contract.

g) Extra Room Complimentary & Supplies:

Iron, first-aid, hot water bags, ice bags, thermometer, hair dryer etc are given out for guest use at no
extra cost. However a request for extra beds should be routed through the Front office since
the guest would be charged extra for it.

19.3.01 T 3 Duties and responsibilities of the accommodation

manager

the duties include

 Assessing man power levels
 Recruitment and selection of staff
 Induction and training of staff
 Deployment and scheduling of staff
 Supervision
 Quality control
 Inspection of premises
 Staff welfare
 Hygiene control
 Waste disposal
 Selection and purchasing of soft furnishing
 Linen control and laundering
 Cleaning and maintenance
 Interior design
 Health , safety, fire and security
 Welfare of building users
 Front office operations

Practice

19.3.01 P Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) prepare job cards for their assistants
b) make a work schedule
c) prepare a duty roster
d) carry out demonstrations
e) supervise duties efficiently

Content
19.3.01 P 1 Preparation of job card
19.3.01P 2 Making work schedules
19.3.01P 3 Preparing duty rosters
19.3.01P 4 Carrying out demonstrations
19.3.01P 5 Supervision of duties

Suggested Teaching/Learning Resources

- Internet
- Journals
- Textbooks
- Resource persons
- Magazines
- Job cards
- Work schedules
 - Check lists

Suggested Teaching/Learning Activities

- Group discussions
- Researching
- Preparing work schedules and duty roster

Suggested Evaluation Methods

- Assignments
- Tests
- Reports

19.3.02 WORK STUDY

Theory

19.3.02 T Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) define terms
b) explain the importance of work study
c) discuss the stages of work study
d) discuss motion economy
e) discuss work measurement
f) explain time study
g) discuss ergonomics
h) discuss the methods of evaluation

UNIT TASKS
Unit Task 1 Definition of Terms

Work study
This is a generic term for those techniques which are used in the examination of human work in all its
contexts, and which lead systematically to the investigation of all factors which affect the efficiency and
economy of the situation being reviewed in order to effect improvement.
It involves the study of such factors as people, equipment, tools, materials and layout.

Method study
This is defined as the systematic recording and critical examination of existing and proposed ways of doing
work as a means of developing and applying easier and more effective methods and thus reducing costs.

Unit Task 2: Importance of work Study

 It improves methods of work and work processes
 It improves the layout of the working area
 It improves the design of the equipment and plant
 It assists in staffing requirements e.g. hours of work required to clean, service and maintain
the establishment
 It helps in reduction of costs
 It helps develop better working environment
 It reduces fatigue among staff
 It helps utilize staff equipment and materials to their fullest
 It helps introduce standardization in the work situation
 It reduces accident rates
 It improves standards of work
 It reduces complaints and grievances on the part of employee and customer
 It reduces wastage in all areas
Unit Task 3 Stages of work Study

Stage 1: Select the work to be studied

Usually, routine or repetitive tasks are chosen, e.g. dusting, bed making, mopping, etc.

Stage 2: Record the facts

The facts gathered can be recorded by using one of the following techniques or a combination.
 Charts in the form of process charts, time scale charts, etc
 Diagrams in the form of flow diagrams and string diagrams
 Models – three dimensional, two dimensional drawn to scale or cut out or templates
 Filming – using cine and still films

Stage 3: Examine the facts

When all the facts have been obtained and represented by one of the recording techniques, the facts must be
examined systematically and analytically in an objective manner.

Stage 4: Develop a better method

Once the facts have been examined and the questions have been answered, then try to develop a better method
by using one or more of the following factors:
 Elimination – eliminating certain activities or unnecessary parts of the job
 Combination – Combining activities together
 Simplification – simplifying processes or activities
 Change of sequence – the order of work carried out may be changed to improve performance

Stage 5: Introduce and maintain the better method

In order to complete this process, it is essential to carry out detailed planning and preparation, gain the
assistance and cooperation of all staff, and monitor its progress very carefully, especially in the first few days.
Extra supervision, guidance and training may be required to give staff confidence and alleviate fears
particularly if the change is considered. If problems do occur, they should be investigated and corrected
immediately.

Unit Task 4 Motion Economy

Motion economy is concerned with the economy of movement. Fatigue will be reduced and time fully used if
movement can be eliminated, reduced or simplified.
The seven principles of motion economy are:
 Minimum movement
 Simultaneous movement
 Symmetrical movement
 Natural movement
 Rhythmical movement
 Habitual movement
 Continuous movement
In carrying out tasks, these movements may be made individually, or two or more may be combined together in
order to reduce fatigue.
They are studied in order to develop better working methods, increase flow of work, and improved design of
tools and equipment.

Unit Task 5 : Work measurement

Work measurement is the application of techniques designed to establish the time for a qualified worker to do a
specified job at a defined level of performance.
It is concerned with investigating, reducing and subsequently eliminating ineffective time.
People tend to work at different rates depending on a number of factors:
 Type of job involved
 Amount of mechanization
 The working environment
 The amount of job satisfaction
 The rate of pay and value of incentives
  The ability and attitudes of fellow workers
 The amount of rest periods
 If the job is full time or part time

It is possible to work out standard times for a job by calculating the average time it would take a number of
workers to perform it.
There are two main techniques of work measurements:
 Time study – Observation of a job while it is being done.
 Activity sampling – Involves random observation of activities during a normal shift or period of work
including waiting or idle time. Each observation records the work occurring at that instant and is
expressed as a percentage of all the observations which record that activity. This provides an idea of
the percentage time spent on that particular activity.

Unit Task 6: Time study

The job is observed while it is being done. A stop watch is used to measure the job accurately. A standard rating
scale is used which runs from 0-100, based on the BSI recommendations. A performance of 100 is considered
normal. A slow worker may achieve only 90 or 85, and a fast worker may achieve 110 or 120.
A standard hour is made up of 60 standard minutes.

Unit Task 7: Ergonomics

This is the study of the relation of the work to the environment, tools and equipment so as to avoid unnecessary
strain and tension, thereby to make the best use of human resources.
Naturally it is impossible to provide ideal condition for every individual worker, but every effort should be
made to make conditions as pleasant as possible.
Ergonomics is a recognized science, and at a simple level, is very similar to motion economy. It is concerned
with the following:
 Environment – The type of environment plays a very important part in the amount of stress,
strain, tension and fatigue the worker endures in relation to the efficient use of human resources.
Factors include light, heat, humidity, ventilation and noise.
 Space layout – Each worker needs a well laid out work station. It is important to take into account
the amount of working space and the height of working surfaces in relation to the size of the
individual worker in order to provide good posture with minimum physical effort.
 The design of tools and equipment - Equipment and tools should be well designed, well balanced, not
heavy, easy to use and maneuver, and not inclined to ‘run away’ with the operator. Attachments
should also be easy to connect and remove.

Unit Task 8: Evaluation

19.3.02 P Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) practice motion economy
b) practice aspects of ergonomics
c) evaluate the work done

Content
19.3.02 P 1 Practicing motion economy
19.3.02P 2 Practicing ergonomics aspects
19.3.02P 3 Evaluating work done

Suggested Teaching/Learning Resources

- Internet
- Journals
- Textbooks
- Resource persons
- Magazines
- Field trips
- Reports
 Suggested Teaching/Learning Activities
- Group discussions
- Researching
- Preparing work schedules
- Writing reports

Suggested Evaluation Methods

- Assignments
- Tests
- Reports

19.3.03 SPECIAL FUNCTIONS

Specific Objectives
By the end of this sub-module unit, the trainee should be able to:
a) identify different types of functions
b) explain themes for functions
The trainee should have the ability to interpret themes of various functions.

Unit task 1: Identification of different types of functions

There are several functions that can be held in an accommodation establishment. These include:
- Meetings
- Exhibitions
- Seminars
- Workshops
- Baby showers
- Bridal showers
- Birthday Parties
- Weddings

Unit Task 2: Theme interpretation for various areas

 Conference rooms/Lounges/Common rooms

Basic requirements for room preparation

Flowers
Potted plants
Brochures
Drinking water/glasses
Folders and pens
Wall hangings

Point to note
1. Table arrangements will vary according to function
2. Requirements may vary depending on the function

 Guest Rooms
Basic requirements
Fruit baskets
Wall hangings
Reading materials
Drinking water and glasses
Matching bedcovers
Clean and well pressed bed linen
Slippers
Bedside rugs and door mats
Mini bar
 Magazines

Point to note
Variations will be made depending on the type of guest

 Sick Rooms
Basic requirements
Fresh flowers
Get well card
Energy drink
Drinking water and glasses
Matching bedcovers
Slippers
Bedside Rugs

Point to note
Minimal décor is a requirement for sick rooms

 Sanitary Areas
Basic Requirements
Tissue paper
Air freshener
Flowers
Potted plants
Wall hangings
Notices on use of facility
Hand soap
Hand towel/Tissue
Tooth glass
Any other

 Public Areas
Basic requirements
A large flower arrangement
Lined waste bin
Wall hangings
Potted plants
Notices

Suggested Teaching/Learning Resources

- Internet
- Journals
- Textbooks
- Resource persons
- Magazines
- Field trips
- Work schedules
- Duty rosters
- Flowers
- Wall hangings
- Check lists

Suggested Teaching/Learning Activities

 - Group discussions
- Researching
- Preparing work schedules
- Arranging flowers
- Writing reports

Suggested Evaluation Methods

- Assignments
- Tests
- Reports

19.3.04 INTERNAL

ENVIRONMENT Theory

19.3.04 T Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) define terms
b) discuss ventilation
c) discuss lighting
d) discuss noise
e) discuss room conditioning

19.3.04 C Competence
The trainee should have the ability to:
i) identify internal environment devices
ii) choose internal environment devices
iii) operate internal environment devices

Content
19.3.04 T 1 Definition of terms
19.3.04T 2 Ventilation
- importance
- ways of ventilating a room
- laws governing ventilation
standards 19.3.04T 3 Lighting
- importance
- types of lighting
- types of light fittings
- factors to consider when planning a lighting
system 19.3.04T 4 Noise
- causes
- effects of noise environment
- minimizing noise
19.3.04T 5 Room conditioning
- importance
- ways of room conditioning

Practice

19.3.04 P Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) identify internal environment devices
b) choose internal environment devices
c) operate internal environment devices

Content
19.3.04 P 1 Identification of internal environment devices
 - ventilation
- lighting
- conditioning
19.3.04P 2 Choosing of internal
environment devices
19.3.04P 3 Operating internal
environment devices

Suggested Teaching/Learning Resources

- Internet
- Journals
- Textbooks
- Resource persons
- Magazines
- Field trips
- Reports
- Check lists

Suggested Teaching/Learning Activities

- Group discussions
- Researching
- Writing reports

Suggested Evaluation Methods

- Assignments
- Tests
- Reports

19.3.05 LINEN AND LAUNDRY SYSTEMS

Theory

19.3.05 T Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) define the term laundry system
b) outline the linen control system
c) state advantages and disadvantages of laundry options
d) outline the dry-cleaning system

19.3.05 C Competence
The trainee should have the ability to:
i) supervise the linen and laundry control
ii) supervise the dry cleaning procedure

Content
19.3.05T 1 Definition
19.3.05 T 2 The linen control system
- selecting and purchasing
- collection/receiving
- exchange
- counting and bagging
- storage
- washing/dry cleaning
- checking and inspection
- storage in central linen room
- re-distribution
19.3.05T 3 Laundry options
- types
- onsite laundry
 - off site laundry
- linen hire
- advantages and disadvantages of each
type 19.3.05T 4 The dry cleaning system
- arrival
- marking
- checking
- sorting
- dry cleaning
- pressing
- airing
- re-distribution

Practice

19.3.05 P Specific Objectives

By the end of this sub-module unit, the trainee should be able to:
a) supervise the linen and laundry control
b) supervise the dry cleaning procedure

Content
19.3.05 P 1 Supervise linen control system
- selection and purchasing
- collection/receiving
- exchange
- counting and bagging
- storage
- washing/dry cleaning
- checking and inspection
- storage in central linen room
- redistribution
19.3.05P 2 Supervise the dry cleaning
procedure
- arrival
- marking
- checking
- sorting
- dry cleaning
- pressing
- airing
- redistribution

Suggested Teaching/Learning Resources

- Laundry
- Internet
- Journals
- Textbooks
- Resource persons
- Magazines
- Field trips
- Job cards
- Work schedules
- Duty rosters
- Reports
- Check lists

Suggested Teaching/Learning Activities

- Group discussions
- Researching
- Preparing work schedules
 - Writing reports

Suggested Evaluation Methods

- Assignments
- Tests
- Reports

19.3.06 CONTRACT SERVICES

19.3.06 Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) define contract services
b) identify the types of contract services
c) discuss the advantages and disadvantages of contract services
d) explain factors to consider when engaging contract services
e) write a work specification for a contractor
f) price a given contract
g) outline the checking system for the contractor

Unit Task 1: Definition of terms in contract services

Cleaning Contract
This is an agreement made between an individual/cleaning company and another individual/company in
respect to cleaning services to be provided for a specific location such as a residence, office
building or commercial building.
The agreement provides for the terms of the agreement, the work to be performed and the payment provisions
as well as the cleaning service providing evidence od adequate insurance coverage.

Unit Task2: Types of contract services

- cleaning services
- laundry services
- linen services
- pest control services
- flower arrangement
- shoe cleaning
- landscaping
- dry cleaning
- refuse collection

Unit Task 3 Advantages and disadvantages of contract

services Advantages
1. No need to train staff for short term tasks
2. The job itself will be fully insured with reliable and fully trained operators
3. Reputable cleaning services are generally available 24/7
4. Outsourcing will allow you to concentrate on other areas
5. No need for specialized equipment by the establishment
6. The cleaning cost is known over a period of time

Disadvantages
1. It weakens the management role in supervision
2. Security problems due to high labor turnovers in contract companies
3. The housekeeping staff have no time to practice their skills
4. There is possibility of using cheap cleaning agents which can affect surfaces

Unit Task 4: Factors to consider when engaging contract services

Unit Task 5: Work specifications of contractor
1. Definition of terms and exact details of work to be done.
2. Include details of frequencies of service
3. Provision of supervisors may be a requirement laid down in a specification and also details of how
a contract is to be monitored, channels of communication in case of complaint.
4. Details of provision which will be made by clients e.g. stores, changing facilities, sluices, and those
will be made by the contractor e.g. uniforms, security, waste disposal, access to equipment, etc, must
be identified.
5. Any restrictions imposed on the contractor must be made clear e.g. working hours, restriction
on chemicals used, staffing restrictions, e.g. minimum wages, union membership, etc
6. Insurance requirements of the contractor must be covered in the specification.
7. Duration of the contract, breach of contract, or termination arrangement must be covered

Unit Task 6: Pricing a contract

Pricing your services when starting out can seem rather difficult..
After you've bid on a few jobs you can adjust your pricing to accurately reflect your place in the market.
When pricing your services, keep in mind these things:

Net Profit - You need to operate with a profit. Generally speaking, you need to project your expenses,
taxes you'll pay, and the salary you will draw. Your cash flow should be enough to run the business and still
have some left over for future expansion, major purchases, etc.

Supply and Demand - Is the market flooded with commercial cleaners or is there a shortage in your area? If
you're stepping into a starved market, you can price your services at a premium. If not, you may need to lower
your prices or offer a specialty service others are lacking to get your foot in the door.

Check Out the Competition - What does your competition charge? You can find out by calling
other companies just outside of your area. This way you're not viewed as a competitor. You can
assume that companies in your area will have similar pricing structures.

Visit with Supply Stores - Contact the janitorial supply stores in your area. These people can provide a wealth
of information. Let them know you're going into business and you're calling to determine supply prices for your
future needs. Since they love to have new customers, you will be in a position to ask other questions about the
business environment that they otherwise might not be inclined to answer.

What should you expect to earn for your services?

The rates for commercial cleaning varies depending on your location. The cost of living in your area, the types
of cleaning services you provide, plus the points mentioned above all determine your price. Rates can range
from earnings of $15 an hour up to $40 or more. Of course, you will be charging your customer a set price, but
your mindset when pricing jobs should be to think in terms of the value of your time. If you think a job will take
about 2 hours and you think $30 an hour is a reasonable rate, then charge that customer $60.
Put together some financial projections, do a little research and set your price. Remember, you don't have to be
precise. Just be careful not to set your prices so low that you're working for free or on a minimal profit margin.

Unit Task 7: Contract checking system

Suggested Teaching/Learning Resources

- Internet
- Journals
- Textbooks
- Resource persons
- Magazines
- Contract penal code
- Reports
- Check lists
 Suggested Teaching/Learning Activities
- Group discussions
- Researching
- Writing reports

Suggested Evaluation Methods

- Assignments
- Tests
- Reports

19.3.7 EMERGING ISSUES AND

TRENDS Theory

19.3.7 T Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) identify emerging trends in accommodation management
b) identify challenges arising from emerging trends
c) explain ways of coping with challenges arising from the emerging issues

19.3.7 C Competence
The trainee should have the ability to:
i) identify emerging trends in accommodation management
ii) manage challenges arising from the emerging trends and issues

Content
19.3.7T 1 Emerging issues and trends
19.3.7T 2 Challenges
19.3.7T 3 Coping with challenges

Practice

19.3.7 P Specific Objectives

By the end of the sub-module unit, the trainee should be able to:
a) identify emerging trends in accommodation management
b) manage challenges arising from the emerging trends and issues

Content
19.3.7P 1 Identifying emerging trends
in accommodation
management
19.3.7 P 2 Managing challenges
arising from the emerging
trends and issues

Suggested Teaching/Learning Resources

- Internet
- Journals
- Textbooks
- Resource persons
- Magazines

Suggested Teaching/Learning Activities

- Group discussions
- Researching
- Writing reports

Suggested Evaluation Methods

- Assignments
- Tests
- Report