Fourth Edition Professional Management of Housekeeping Operations Thomas J. A. Jones William F. Harrah College of Hotel Administration University of Nevada, Las Vegas John Wiley & Sons, Inc. Professional Management of Housekeeping Operations Fourth Edition Professional Management of Housekeeping Operations Thomas J. A. Jones William F. Harrah College of Hotel Administration University of Nevada, Las Vegas John Wiley & Sons, Inc. This book is printed on acid-free paper. ᭺∞ Copyright © 2005 by John Wiley & Sons, Inc. All rights reserved Published by John Wiley & Sons, Inc., Hoboken, New Jersey. 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TX928.J64 2004 647.94’068—dc22 2003063354 Printed in the United States of America 10987654321 To Terri and the kids— Tommy and Mikayla Contents Preface xvii Acknowledgments xvii PART ONE THE HOUSEKEEPING PROFESSION AND THE PRINCIPLES OF MANAGEMENT 1 1 The Executive Housekeeper and Scientific Management 3 Origins of Hospitality and Housekeeping 3 Creating Proper Attitudes 4 Origins of Management 4 Schools of Management Theory 5 Managerial Temperament 6 Satisfiers and Dissatisfers 6 Participative Management 7 The Managerial Grid 7 Situational Leadership 7 So What Do Managers Do? 7 Principles of Management 8 Elements 8 Functions 8 Activities of Sequential Functions 10 Management Theory and the Executive Housekeeper 10 Normative Characteristics Exhibited by Housekeeping Employees 11 Motivation and Productivity 11 Researching the Motives 12 Selection 12 Training 12 Delegation: The Key to Managerial Success 13 Tangibles versus Intangibles 17 Rewards and Motivation 18 Management Theory and Housekeeping Administration 20 vii viii Contents New Horizons in Management 20 Employees Renamed and Empowered 25 PART TWO PLANNING,ORGANIZING, AND STAFFING THE NEW ORGANIZATION 29 2 Conceptual Planning 31 The New Executive Housekeeper 31 The Executive Housekeeper’s Position within the Organization 32 The Model Hotel 32 The Radisson Hotel at Star Plaza 32 Reporting for Work 33 Early Priority Activities 35 Division of Work Document 35 Area Responsibility Plan 36 Continuous Property Tours 36 Housekeeping Department Organization 36 House Breakout Plan 37 Criteria for Workloads 37 Room Sections and House Divisions 37 Staffing Considerations 42 Team Concept in Staffing 42 Swing Teams 42 Completion of the Department Organization 43 The Staffing Guide 43 Table of Personnel Requirements 45 Job Descriptions 45 Position and Job Descriptions (Hotel Housekeeping Departments) 45 Job Descriptions (Hospital Environmental Services Departments) 48 3 Planning to Schedule Workers: A Major Advantage of Housekeeper Team Staffing 50 Conventional Methods of Worker Scheduling 50 A Word about Team Staffing 51 Promoting Teamwork 51 Teamwork and Swing Teams 52 Standing Rotational Scheduling and Tight Scheduling (Two Parts of the Total System) 52 Standing Rotational System 53 Tight Scheduling System 58 Union Contracts and Their Effects on Scheduling 60 Contents ix 4 Material Planning: Administration of Equipment and Supplies 66 Material Budgets 66 Capital Expenditure Budgets 67 Operating Budgets 67 Preopening Budgets 68 Inventory Control 68 Material Classification 68 Basic Application to Principles of Accounting 68 Ongoing Operations 69 Preopening Operations 69 Temporary Storage 69 Moving into the Property 71 Disposition of Spares 71 Guestroom Furniture and Fixtures 71 Mattresses and Beds 71 Furniture 73 Lighting 76 Guestroom Safes 77 In-Room Refreshment Centers 78 Audiovisual Equipment 78 The Americans with Disabilities Act (ADA) 79 5 Material Planning: Floors, Walls, and Windows 82 Cleaning for Health 82 Floor Types and Their Care 84 Floor Care Methods 87 Nonresilient Floors 91 Resilient Surfaces 94 Carpets and Rugs 98 Carpet Components 98 Carpet Construction 99 Selecting the Appropriate Carpet 100 Carpet Installation 100 Carpet Maintenance 100 Ceilings and Wall Coverings 105 Types of Wall and Ceiling Coverings and Their Maintenance 105 Windows and Window Treatments 107 Window Cleaning 107 Window Treatments 108 x Contents 6 Material Planning: Supplies and Equipment 110 Housekeeping Chemicals 110 Chemical Terminology 111 Selection Considerations 113 All-Purpose Cleaners 113 Single-Purpose Cleaners 115 Carpet Cleaners 117 Floor Care Products 118 Pesticides 119 Handling and Storage of Chemicals 119 Chemical Packaging 119 OSHA’s Hazard Communication Standard 121 A Final Word on Green Chemicals 121 Cleaning Supplies and Equipment 122 Cleaning Supplies 122 Cleaning Equipment 126 Guest Supplies 135 Amenity Packages 135 Guest Essentials 136 Guest Expendables 138 Guest Loan Items 138 7 Material Planning: Bedding, Linens, and Uniforms 140 Bedding 140 Sheets and Pillowcases 140 Blankets 142 Bedspreads, Comforters, and Dust Ruffles 143 Pillows 143 Mattress Covers 144 Bath and Table Linens 144 Bath Linens 144 Table Linens 145 Uniforms 146 8 Staffing for Housekeeping Operations 152 Prelude to Staffing 152 Job Specifications 153 Job Specification—Example 153 Employee Requisition 153 Staffing Housekeeping Positions 153 Selecting Employees 153 The Interview 155 Orientation 158 Contents xi Training 162 Records and Reports 165 Evaluation and Performance Appraisal 165 Outsourcing 172 9 Operational Planning 174 Procedures for Opening the House 175 Night Clerk’s Report to Housekeeping 175 Supervisor’s Daily Work Report 177 GRA’s Daily Report 182 Preparing for Arrival of Employees 183 Other Forms for Direction and Control: Standard Operating Procedures 184 Standardization 184 Structured versus Unstructured Operations 186 Suitable Subjects for Standard Operating Procedures in Hotels 186 Examples of Standard Operating Procedures for Hotels 187 Lost-and-Found Operations 187 Changing Door Locks 188 Key Control 189 Examples of Standard Operating Procedures for Hospitals 189 General Procedures 190 Use of Machines 190 Carpet and Upholstery Care 191 Standard Operating Procedures Are Not to Restrict Initiative 191 PART THREE DIRECTING AND CONTROLLING ONGOING HOUSEKEEPING OPERATIONS 197 10 The Hotel Housekeeping Daily Routine of Department Management 199 The Housekeeping Day 199 Opening the House (6:30 A.M. to 8:00 A.M.) 200 Morning Activities (8:00 A.M. to 1:00 P.M.) 200 Cleaning the Guestroom 211 Entering the Guestroom 211 Suggested Cleaning Methods 213 The Bedroom 214 Cleaning the Bathroom 218 Suite Hotels (with Kitchens, Fireplaces, and Patios) 223 Cleaning the Suite Areas 223 Entrance Area and Closets 224 Living Area 224 Beds 224 xii Contents Bathroom 224 Kitchen 224 Before Leaving the Room 226 The H.O.M.E.S. Manual 227 The Housekeeping Day Continued 227 Resolution of Do Not Disturbs (1:00 P.M. to 3:00 P.M.) 227 The PM. Room Check 228 Other Activities During the Shift 231 Shift Overlap: First and Second Shift Coordination (3:30 P.M. to 4:30 P.M.) 231 Discrepancies and Rechecks Generated (4:30 P.M. to 6:00 P.M.) 234 Evening Activities (6:00 P.M. to Midnight) 239 Computers Come of Age in the World of Housekeeping 240 11 Hotel Housekeeping Subroutines 247 Cleaning and Maintenance 248 Public Area Cleaning 248 General Cleaning of Guestrooms 252 Projects 255 Maintenance Work Request Programs 256 Operational Controls 257 Room Inspections 257 Total Property