Housekeeping Midterm Flashcards
Executive housekeeper do
Planning
Organising
Directing (people)
Controlling (things)
MBWA
Management by walking around
Types of maintenance
Routine maintenance - regular care and cleaning of the hotel property, furniture and fixtures
Preventive maintenance - inspecting the hotel areas to identify and correct items that need repair
Scheduled maintenance - repairs or other work that result from a work order or other documents
Questions that could be asked in an interview
Rapport-building questions Behavioural questions Fitness questions Job competency questions Closing questions
What elements make up the cost of turnover?
Tangible - advertising, interviewing, training, uniforms, lower productivity
Intangible - morale, guest satisfaction, lower quality standards
Motivational practices
Training and cross-training
Recognition
Empowerment
Communication
What could impact productivity?
Trainees New employees Staff turnover Training time Meetings Messy rooms Late checkouts Maintenance rooms
Alternative scheduling
Part time employees
Flexible working hours
Compressed work hours
Job sharing
Economic benefits of going green
Energy savings Waste reduction and lower disposal costs Eligibility for government incentives Reduced labour cost Increased productivity
Social benefits of going green
Create a sense of pride in the community
Increase the morale and health of employees
Enhance the image
Provide a competitive edge in the industry
Establish a reputation as an environmental leader
Create a deeper level of trust in guests, suppliers and partners
Main job titles in housekeeping
Executive housekeeper Assistant executive housekeeper Floor supervisor House person Room attendant
What is the difference between the occupancy report and the housekeeping room status?
The room status report is based on the physical check done by the supervisor of each and every room to see if the room is vacant, clean, need maintenance etc.
The occupancy report is a printed report by the front office from the PMS, it shows the status of the rooms, how many guests are leaving etc.
What is the name of the document that notes the differences between the occupancy report and the room status report?
Room status discrepancy report
Explain turndown service
The turndown service is done to a guest room when the guest is arriving late in the evening so the bed case has been removed and the decoration pillows so it is easier for the guest to go to bed. It is done in the early evening.
Restock supply, tidy the room and turn over the bed cover.
What happens at employee orientation
The new employee gets introduced to all the routines, values and rules of the establishment. They also get the chance to ask questions that they might have.
Information about salary, transportation, uniform, where they can eat etc.
Two types of non recyclable inventories
Cleaning supplies
Guest amenities
The advantages and disadvantages of team cleaning
Advantages: You will bond and if you would be sick this is helpful, your colleague will cover for you, you’re highly motivated, you create a certain bond and this will increase productivity.
Disadvantages: Lose focus, talk to each other, do everything except working, motivation will be low and motivation is contagious!
Compare the performance and productivity standards
Performance standards: describe in details how it must be done. Related to quality
Productivity standards: think how many room must be cleaned. Related to quantity
List the possible costs involve with staff turnover
Separation costs involves when you terminated the contract for the employee that is leaving.
Replacement costs involves hiring new employee which results in advertising, agencies, interviewing etc.
Training costs involves a supervisor training the new employee which leads more costs. Printing handbooks, manuals for the training.
What are the three R ‘s?
Reuse: linen that can be converted into laundry bags. Table linens into aprons and napkins
Reduce: dispenser, water, waste water can be used for example water the plants
Recycle: compost
