Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011

Housekeeping Management RD 201

Housekeeping Management Report
by Philipp Soldunov 2D Yaying Lee 2C Joy Lau 2C Alex Lai 2C Ankie Hau 2C

Lecturer: Khalida Al Azawi

25/03/11
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Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011

Table of Contents
1. List of illustrations 2. Introduction 3. Objectives 4. The Role of Housekeeping Department 5. Recruitment and Training 6. Productivity Standard 7. Staffing Guide 8. Motivational techniques 9. Conclusion 10. Reference list 11. Appendices p. 3 p. 4 p. 5 p. 6 p. 7 p. 11 p. 12 p. 16 p. 18 p. 19 p. 20

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7 p. 15 p. 16 3 . 13 p.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 List of illustrations Organizational Chart of Housekeeping department Table 1 – Staffing Guide for Room Attendant Table 2 – Staffing Guide for Supervisors Table 3 – Staffing Guide for Lobby Attendants Table 4 – Staffing Guide for Housepersons Table 5 – Staffing Guide for increased productivity standard p. 14 p. 15 p.

On the top of organizational chart is CEO/General Manager. Gauguin and (Andtor. the hotel still keeps this name in official documents. marketing. 2006) Rodin). it consists of six buildings (which named after famous French artists such as Ravel. Also hotel is popular among leisure travelers. 265 rooms in total. located in Paris. To maintain daily work of the hotel more than 200 employees are involved. housekeeping. mainly large tourist groups and conference groups that hold their meetings in the hotel. After the opening of a second hotel. (Les Jardins du Marais. The hotel facilities are very large. Les Jardins du Marais is not a part of a chain. Management structure is very wide. our group would like to present the establishment.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Introduction To begin with. very important for French people. hotel administration was reorganized into group and hotel changed its name into how it is nowadays. food and beverage etc. France nearby Place de Bastille. As four stars hotel it has its own restaurant with “a la carte” menu. Hotel has a big variety of customers. administration consists of many departments such as sales. it is independently owned and operated. Also it has 10 conference rooms with capacity around 800 people. It is famous historical place. which also consist of another hotel “Patio Saint-Antoine” (three stars). It is four stars hotel. 2009) 4 (2Bad. which we have chosen for this report: the hotel “Les Jardins du Marais”. According to their website it is largest boutique hotel in the center of Paris. 2010) . Hotel was established in 1985 and was known as “Hotel Plazza Bastille”. within the Group Plazza Boutiques Hôtels.

and the employee of the month. 5 . Thirdly. reviewing. staffing schedule. and recruit applicants from the outside environment. First. Also including examples of calculating the staffing guide for 100% occupancy for room attendant. Secondly. Training the room attendants:  Important in the responsibilities of the Executive Housekeeper.  Job description of a room attendant:   The job for a room attendant is examining job that satisfy the guests. and filling up the supplies for the guestroom. more employees‟ activities.  Recruiting Employees:   Two ways to recruit the employees: internal recruiting. Including training classes. They can also handling the hiring. Staffing guide  Staffing guide is a tool for the Head Housekeeper to schedule and control the room attendants. build up the training programs. which includes 4 steps. promotion. and lobby attendants. supervisors. retrain annually for the old workers. dusting. firing.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Objectives  The role of the housekeeping department:  The responsibilities of the Executive or Head Housekeeper within the Hotel. Benefits for the employees. Present and start training. Fourthly. set up a needs analysis. and disciplinary actions. Which are recruit the employees from the inside the hotel or chain. and external recruiting. using hoover. whose main job is direct the housekeeping staff and maintaining the cleanliness levels of the hotel. Including hygienizing.  Motivational techniques  7 ways for motivating room attendants.

to motivate them to work. and see if anything they can cut down and try to use less of it. at the end of the year.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 The Role of Housekeeping Department In the housekeeping department. in order of us to show the best side to the guests. 6 . and help the hotel to increase in revenue. There will be also a meeting everyday to discuss any issue or any problem that have happen during the day. They are responsible for their performance and therefore must be present often. They handle the hiring. the executive housekeeper has to go over the working process for each staff. During their work. Not only do they handle all of the managerial responsibilities. this will be a good opportunity between the executive housekeeper and the staff to increase their communication with each other. since our hotel is a four star hotel and it has a variety kind of guests. there are lots of employees. he also has to calculate on the expenses that the department has spent in the year. keep on pushing them to perform their best at work. There are lots of different problems they have to take care of. they will be the first defensive line of trying to solve the problem. Also. but they may also be responsible for managing the budget for the department as well. and this will help to improve every staff working effort and see what are the needs of the staff. They handle all personnel issues in some capacity for the housekeeping function. they also have to give notice around the department to prevent the same problem occur. In Les Jardins du Marais. firing. They are a part of the management team and therefore must be able to provide assessments and updates on what is going on within the housekeeping department at all times. The executive also have to create a good relationship with the worker. he has to work on calculating everything that will be use within the year. the executive housekeeper has to plan and maintain the cleanliness levels carefully in our hotel. and also have to estimate of the expenses for next year. and disciplinary actions if they become necessary. Every year. to make them feel comfortable in working here. The hotel executive housekeeper must maintain relationships with all of the employees within their department. and do a staff evaluation on it. If there is a problem arises within the housekeeping function. so how all the staffs could be managing? This will be the job for the Executive Housekeeper in the department. He has to keep up the brand image. They have to estimate expenses of the department for the upcoming year. they do not just take care of the day-to-day cleaning responsibilities. Les Jardins du Marais executive housekeepers main job are to direct and control housekeeping operations and staff of the housekeeping department and to maintain cleanliness levels in all areas of the property. It is like an engine at the back of a car.

Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Organizational Chart for Housekeeping department of Les Jardins du Marais: Executive Housekeeper Housekeeping Superivisor Room Inspector Room Attendant Laundry Attendant 7 .

Here are the steps of how room attendants to clean the rooms: 1. make sure there is no one in the room (Ask the guests when is a convenience time to do the house keeping if they are in the room) 5. 9. 8. tracks and sills. Turn the mattresses. which means the room attendants would have do routine duties in servicing and cleaning these over 265 rooms. make sure the door is closed. Exit the guestroom. Correct all the cleaning problems the room attendant found during inspection and complete the „end-of-shift‟ duties. use the hoover on the floor. Get all the guest amenities that included the shampoo. There are 265 rooms in the hotel Les Jardins du Marais. 6. Make sure they are not messed up. Also to filling up the supplies in guest rooms. Check the all the electronics. using hoover and dusting. body lotion. vanity and the floor by using different cleaning agents and cloth. Get and use the room assignment sheet that helps room attendants to understand what they have to do. toilet. make the bed. make sure they work and report the room status. 7. 4. shower area. Set up/ remove the special guest service equipment and clean multi-room guest suites. Go into the bathroom. wipe the windows. etc. sink. Begin to clean the guestroom closet. Knock on the door. contributing to the factor‟s standard for the guest service. They are responsible for the cleaning of the rooms by hygienizing. this depends on how long the guests are staying. conditioner. 8 .Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Recruitment and Training Job Description of a room attendant A room attendant‟s job is to examine every single job so closely as well as to see it that the factors can satisfy the guests. 2. 10. start to clean the tub. Get in and prepare the room for cleaning. Don‟t forget to do the turndown service. Get the cleaning supplies and keep the work areas and cart tidy and organized to get ready for cleaning the room. dust the room. 3. replenish all the supplies and amenities that have been used.

The executive housekeepers start training on the second day and third day. executive rooms.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Training The executive housekeepers also have the responsibility to train the room attendants. like job knowledge. Sometimes they are not very sure about how they could train the trainees in the best way. junior suites. The „Four-step training method‟ does a very impelling training process. the executive housekeepers do re-examine the job analysis. and based on this job analysis. junior suites executive. In this case. new employees can‟t be expected to know/learn all the task of the position before the first working day. Before started to train the room attendants. On the first day. set up task list… that was performed anterior to hire people for the position. Step 3: Present and start training The hotel Les Jardins du Marais provided 4-day training. the new employees are requested to attend the orientation for making sure they know the Les Jardins du Marais as well as the room divisions. the new room attendants would have to memorize the task list. Step 4: Review And the fourth day. greet the department head although they will only be working in the housekeeping department. Also the environment& facilities in the hotel. if they have any problems should ask the executive housekeepers as soon as possible so that they will understand all what they are going to go before start working. job descriptions. Step 1: Set up a needs analysis Preparation is indispensable for training successfully. Step 2: Build up the training programs Realistically. the room attendants and the housekeepers should do a review. Give new employees their task list and the rules of the hotel. 9 . develop what training of the position should be. they need a framework for training. Training programs would be based on the job descriptions that I mentioned before. (there are classic rooms. suite prestige and the presidential suite. Before started training the new employees.

The employees can also improve their knowledge in the new department. and related selection tasks. full-time and internship. abilities. There is good benefit to do the external recruitment because some new idea. When to hire the new employees. There is good way of internal recruitment. Post the recruitment at the announce board. contacting applicants references. School. and blood will come from the new employee. tell them the job description see if there is any employees interested. And external recruitment is to hire only employees from outside of the hotel. External recruitment also has many ways of the recruitment. 2. executive housekeepers evaluate the skills. Managers can also use the advertisement. 2. using internal e-mail. They will also personally interview the candidates they are willing to choose for the open positions in the department. own website. This is a good way to find out the manager or supervisor who is good at something. The Executive housekeeper tasks during the recruiting employees have tasks such as initial interviewing. Managers will visit the large international population school and collages to find the new internship or fulltime job employee. and also word to mouth. 1. other hotels. magazine. 10 . Internal recruitment is hiring employees from the inside the hotel. and flexibilities of them Internal recruiting: Consider how to recruit the employees from the inside the hotel or chain. External recruiting: How to recruit applicants from the outside environment 1. so it will be good influence for the existing employees. and employment agency to announce the external recruitment. and all of the new staffs have more potential and passion. different department or chain hotels. for part-time.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Recruiting Employees Recruitment is the process of identifying and hiring best-qualified candidate for a job vacancy. which is “Employee referral program”.

which is about 1pm. tell the supervisor before taking break. Have 15 mins break after cleaning 4 rooms.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Schedule that the Les Jardins du Marais uses Morning:    9 AM started to clean the rooms (about 23 mins per room). Afternoon:    Have lunch after providing cleaning for 3-4 rooms. Start cleaning rooms again until lunch. Their days off are very flexible which employees can choose which date they do want to have a day off by communicating with the supervisors. Each of the employees got 2 days off a week. Start working again till 5:30pm. Each room attendant can have 30mins break within the afternoon duties. 11 .

5 hours. which equals 510 minutes Beginning of shift duties is 15 minutes Morning break – 15 minutes Afternoon break – 30 minutes End of shift duties – 15 minutes Using this information it is possible determine the time available for guestroom cleaning: 510 – (15 x 3) – 30 = 435 minutes After time available for guestroom cleaning is determined. productivity standard will be: 435 minutes / 23 minutes ≈ 19 guestrooms per shift 12 .Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Productivity Standard Information that was provided by Housekeeping Department of hotel Les Jardins du Marais states:       Approximate time for one room cleaning is 23 minutes Standard day shift of room attendant is 8.

38 74.28 CHF Using following example.7 hours Number of rooms cleaned per shift = 19 Number of employees need for day = 265 / 19 = 13. it is possible to calculate staffing guide for all required occupancy levels.6 178 9 703.24 50 % 0.4 132 7 524.7 x 10.9 (Rounded to 14) Total Labor Cost = 100.38 = 100.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Staffing Guide The Staffing Guide is a tool which helps to schedule and control employees.4 159 8 628.28 60 % 0.38 100.16 95 % 0.265 Occupied . Room attendant Example of calculating the Staffing guide for 100% occupancy for room attendant: 23 / 60 = 0. It serves to Head Housekeeper to determine Total Labor hours.7 252 13 995.8 197 10 777.28 85 % 0.16 67 % 0.38 95.04 58 % 0. It estimates expense that will be spent for housekeeping operations.38 85.7 265 14 1047.265 / 100% = 265 rooms Labor hours needed = 265 x 0. It is presented as table: Occupancy Productivity standard Labor hours Rooms to clean Number of employees Expense (CHF) 100 % 0. the number of employees.6 225 12 890.38 67.38 60.38 58.38 50.38 – Productivity Standard for Staffing guide Number of rooms in hotel .4 77 % 0.5 154 8 608.40 = 1047.92 13 .

5 / 44 = 0.76 Lobby attendants: The following staffing guide is calculated with the expectation that hotel has 6 buildings with tiled-floor lobbies.7 5 50 % 0. 14 .8 4 58 % 0.19 47.19 50. one lobby attendant is needed for 2 floors.19 42.20 = 766.5 = 5.1 3 95 % 0.9 6 60 % 0.4 / 8.4 x 15.04 513.19 29.265 / 100% = 265 rooms Labor hours needed = 265 x 0.19 25.36 77 % 0.52 728.2 4 67 % 0.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Staffing guides for other positions: Supervisors: The following staffing guide is calculated with the expectation that one supervisor is needed for 44 rooms and standard shift is 8.4 hours Number of employees need for day = 50.19 37.08 CHF Occupancy Productivity standard Labor hours Number of employees Expense (CHF) 100 % 0.5 hours.19 – Productivity Standard for Staffing guide Number of rooms in hotel .19 = 50.9 (Rounded to 6) Total Labor Cost = 50.08 459. Example of calculating the Staffing guide for 100% occupancy for supervisors: 8.19 33.4 4 568.08 85 % 0.19 30.3 3 445.48 649.265 Occupied .04 381.4 6 766.

02 68 8 788.25 – Productivity Standard for Staffing Guide Number of “Lobbies” – 6 Labor hours needed = 6 x 4.5 3 244. one house person is needed for 300 m2.04 Number of employees need for day = 68 / 8. restrooms and corridors.80 15 .25 = 25.80 House persons: The following staffing guide is calculated with the expectation that hotel has 3402 m2 of facilities that has to be cleaned daily by house persons including parking.02 – Productivity Standard for Staffing Guide Area of work – 3402 m2 Labor hours needed = 3402 m2 x 0. garden.80 CHF Productivity standard Labor hours Number of employees Expense (CHF) 4.02 = 68.25 25.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Example of calculating the Staffing guide for lobby attendants: 8.5 = 8 Total Labor Cost = 68 x 11.80 CHF Productivity standard Labor hours Number of employees Expense (CHF) 0.5 / 500 m2 = 0.5 Number of employees need for day = 25.5 / 2 = 4.5 = 3 Total Labor Cost = 244. 8.5 / 8.60 CHF = 788.

6 132 6 95 % 0. and less amount of room attendants can clean bigger amount of rooms.3 59. According to estimated Staffing Guide it is possible to leave on shift only exact amount of room attendants that actually needed for cleaning room regarding to occupancy.7 159 8 67 % 0. And one more solution that manager can take is to train his staff to improve productivity standard so that will decrease time for cleaning one room.08 555.5 265 11 85 % 0.3 46.4 178 9 58 % 0. 16 .84 786.6 252 11 60 % 0.2 154 8 480.3 79. It is hard because need to wait till next financial year to actually break old contracts and make new ones.3 75.3 67. most possible. hardest way will be change contracts for room attendants.1 197 10 614. That can prevent overspending of hotel‟s budget. can be to give employees more days off.3 47.24 496. and forward it only on necessary expenses.00 411. First of all. And probably employees will be against that.3 39.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 If productivity standard will be increased by 5 minutes labor cost for room attendant will be: Occupancy Productivity standard Labor hours Rooms to clean Number of employees Expense (CHF) 100 % 0.5 225 9 50 % 0.36 In general solutions that manager can take for minimize salaries can be various.64 826. Rest of employees can enjoy their free time.48 77 % 0.3 53.80 702. Next solution.

Workers in this department need more vacation period. their first impression is the cleanness and the level of tidy of the front of hotel and the lobby. When the guest just arrived in the hotel.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Motivational techniques Motivate the employees is very important to every department. therefore. therefore. have promotion once after one worker leaves their job. but that it is not enough to satisfy the employee because they have massive workload. in order to be qualified for the stander. for the old workers in this department can have many promoting opportunities. therefore. the hotel has to provide training class for the new workers. For example. the workers will be more relax and their attitude for achieving the high quality will not be as well as high when their just start the job. the workers still in hotel will achieve their best quality for having the promotion. Every hotel has different standers for the quality of different hotel rooms. Staff’s working schedule Housekeeping is one of the hardest departments in the hotel. to let the employee feel that they are treated by the hotel fairly. therefore. By retraining they annually will improve their work. workers in this department will leave when they cannot hander the job anymore. they will improve their work and the stander of the hotel. housekeeping department is not an exception. Retrain annually for the old workers After long times working in the department. 17 . so we will increase their holiday for one more week to 27 days. By motivating the workers. Promotion Due to the housekeeping department have very heavy works in the hotel. For example. In the hotel there are just 20 days of paid vacation holiday. For example. hotel has to train the new workers until they can achieve the best quality. and also let them fell their importance in the company. having retrain class for no more than one week for the workers once a year. workers in this department will need more time off.g. Many new workers will join this department. before the new workers start they work. the housekeeping department has a very important position in the hotel. e. they have to attend at least one or two weeks housekeeping classes. Training classes By achieving the higher quality of the workers. therefore. The following are the ways to improve the workers stander and the ways to motivated them to achieve the highest level of their job.

Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Employees Activities To hold employees activities. transports benefits. Easter. during communication. cycling. Furthermore. and also be awarded with shopping coupons.g. For example. we will hold outdoor activity. during Chinese New Year. This will be recognition to the employee effort. health benefit for the workers. Benefits for the employees One of the ways to motivating the employees is proved more benefits for them. barbeque etc. for the employees to increase their communication within each other and also increase their team work ability. we can also play some game. Employee of the Month To encourage the employee to provide the best quality of service to the guest. 18 . in order to increase the communication between the employees. such as hiking. proved insurances. and this can also affect the other employee try to achieve the award. Christmas. E. that they will be more grateful and having more emotion to work harder and achieve the best. the hotel will set up an award of Employee of the Month. The employee will be awarded will a certificate. Within the activity. manager can also know the needs of the employee and try their best to co-operate the staff and let them know the importance within the organization.

a tool which helps to schedule and control employees Motivation techniques: 1. Promotion 4. Staff‟s working schedule 5. Retrain annually for the old workers 3. whose main job are to direct and control housekeeping operations and staff of the housekeeping department and to maintain cleanliness levels in all areas of the property     Recruiting process within Housekeeping department: Internal & External The productivity standard for a room attendant: 19 guestrooms per shift The purpose of Staffing Guide. we have a deeper knowledge of the housekeeping department.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Conclusion During our detail research on our hotel Les Jardins du Marais. Benefits 7. Employees Activities 6. Training classes 2. We know more about:  The responsibilities of the executive housekeeper. Employee of the month 19 .

ru.blogspot. USA. Russia. 2011] 2Bad (2010) Orange iPhone. Available from:< http://farm5. [Online image] Flickr.jpg> [Accessed 24th March.jpg> [Accessed 24th March.static. Available from:<http://3. [Online image] 2Bad. 2011] 20 .com/4050/4276475192_9c4c9dda49. 2011] Les Jardins du Marais (2009) Les Jardins du Marais: Blog. Available from:< http://2bad. USA.ru/wpcontent/uploads/2007/10/paris05day7017small.jpg> [Accessed 24th March.com/_zHeKCxIjMa8/SnsuKKP5b3I/AAAAAAAAAeQ/3ZXbhiVbvtw/S660/Les_Jardi ns_du_Marais. [Online image] Blogspot.bp.flickr.Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Reference List Andtor (2006) Paris: Hotel Les Jardins du Marais.

final adjustments to the text were made Group Members Attendance at meetings Contribution to discussions Contribution to research Meeting deadlines Contribution to final report Final Philipp Soldunov 5 5 5 5 5 25 Alexander Lai 5 5 5 5 5 25 Yaying Lee 5 5 5 5 5 25 Ankie Hau 5 5 5 5 5 25 Joy Lau 5 5 5 5 5 25 21 .Swiss Hotel Management School – 2011 Housekeeping Management Report Spring 2011 Appendices In order to complete this report our team had several meetings: 11th March 2011 – All group members are present. brainstorming results were reviewed 24th March 2011 .All group members are present. organization of work were discussed 15th March 2011 .All group members are present.

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