Housekeeping Management

Description

The second edition of Housekeeping Management is written from a management perspective of the executive housekeeper in the lodging industry. The overarching concept of the text spotlights three major areas of expertise required for the success of lodging professionals: management of resources, administration of assets, and knowledge of technical operations. The text explores the role of the housekeeping department in hotel/lodging operations, and focuses mainly on the effective communication between the housekeeping, front office, and engineering and maintenance staff. This edition will have the same focus on the management- and administration-based philosophy from the 1st Edition, but with a stronger focus on the engineering aspects of housekeeping. The book will also incorporate new concepts of energy conservation and risk management to address the latest sustainability and security trends in the industry, as well as updated information on guestroom technology. Copyright Contents Preface PART 1: Introduction to Housekeeping Management CHAPTER 1: The Housekeeping Department in Lodging Operations Overview History and Structure of Lodging Operations The Lodging Industry in America Types of Lodging Establishments Classification by Size Classification by Type of Service Importance of the Housekeeping Department The Rooms Division Interaction between Housekeeping and Other Departments Communication with the Front Office Communication with Maintenance Communication with Human Resources Communication with Food and Beverage Communication with Sales and Marketing Communication with the Accounting Office CHAPTER 2: The Executive Housekeeper as Department Manager Overview Management Concepts as They Apply to the Executive Housekeeper Concern for Production Concern for People Combining Concern for Production and Concern for People Coordination of Effort in the Workplace The Executive Housekeeper as Department Head Technical, People, and Conceptual Skills Supervision Leadership Communication Power/Authority Delegation Management Responsibilities of the Executive Housekeeper Time Management Problem Solving Total Quality Management (TQM) Ethical Values Decision Making PART 2: Organization of the Housekeeping Department CHAPTER 3: Design of the Housekeeping Department Overview Areas of Housekeeping Responsibility Area Cleaning Inventories Cleaning Frequency Schedule Performance Standards Division of Guestrooms Staffing Matrix Section Housekeeper Need Table Standing Schedules Rotational Schedules Adjusted Daily Schedule Alternative Scheduling Methods Technology Associated with the Housekeeping Department PART 3: Technical Skills Management CHAPTER 4: Management of Inventory and Equipment Overview Classification of Material Capital Expenditure and Operating Budgets Purchasing Housekeeping Material Inventory Control Cost of Supplies per Occupied Room CHAPTER 5: Characteristics of Housekeeping Equipment and Supplies Overview Housekeeping Furnitures, Fixtures, and Equipment (FF&E), Software, and Department Equipment Design Furniture Fixtures Equipment Software Department Equipment Other Department Equipment Cleaning Supplies Purchasing Supplies Housekeeping Chemicals Cleaning Accessories Hazard Communication (HazComm) Guest Supplies Nonreusable Supplies Reusable Supplies Uniforms Linen Characteristics Bed Linens Bath Linens Napery Shower Curtains Linen Purchasing Par Levels Linen Control Storage Issuing Inventories CHAPTER 6: Laundry Room Management Overview Planning the Laundry Design of the Laundry Room Washers Dryers Mangles Other Laundry Equipment Laundry Operation Collection of Soiled Linens Sorting the Linen Pretreatment of Stains Loading Washing/Extracting Drying Ironing Folding Storing Best Results Valet Service Contracting Out Laundry Services Laundry Operating Costs Staffing the Laundry Room CHAPTER 7: The Cleaning Function Overview Guestroom Cleaning Sequence of Housekeeping Functions Public Areas and Back-of-the-House Cleaning Restroom Cleaning Surface Cleaning Synthetic Rubber Floors Vinyl Floors Wood Floors Carpets Upholstered Surfaces Ceramic Floors Marble/Terrazzo Floors Epoxy Floors Concrete Floors Walls and Ceilings PART 4: Human Resources Management CHAPTER 8: Personnel Administration Overview The Need to Curb High Employee Turnover and Absenteeism Personnel Acquisition Recruiting Housekeeping Employees Selecting Housekeeping Employees Hiring Training Worker Motivation Maslow’s Theory of Motivation Herzberg’s Ideas on Motivation David McClelland Employee Evaluation and Compensation Evaluation Compensation Creating Worker Satisfaction Employee Discipline Cultural Diversity and the Housekeeping Department PART 5: Administrative Controls CHAPTER 9: Controlling Operations Overview Housekeeping Operating Budget Section Housekeepers’ Man-hour Justification The Profit and Loss Statement Productivity Control Weekly Labor Forecast Payroll Control Computerized Housekeeping Management PART 6: Risk and Environmental Issues in Lodging Properties CHAPTER 10: Safety, Security, and Infectious Diseases in Property Operations Overview Safety in the Housekeeping Department Safety Training Programs Fire Prevention in Lodging Operations Security in Lodging Operations Employee Theft Minimizing Theft Theft by Guests and Intruders Security in Guestrooms The Threat of Terrorism Fighting the Risk of Infectious Disease Bedbug Infestations Legionnaires’ Disease CHAPTER 11: Energy and Water Conservation in Lodging Properties Overview The Need for Water and Energy Conservation Water Systems and Conservation Water Conservation Electricity Systems and Conservation Electricity Conservation HVAC Systems and Conservation Heating Systems Heating Conservation Refrigeration and Air-conditioning Systems Air-conditioning Conservation CHAPTER 12: Environmental Management and Sustainability Overview Environmental Concerns Recycling Hazardous Waste Disposal Indoor Air Quality Control Green Lodging Facilities Green Lodging Certification Sustainability GLOSSARY INDEX