HOUSEKEEPING

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HOUSEKEEPING

• The heart of the hotel

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WELCOME

• Welcome to the 1st Annual HP Hotels Housekeeping
  Department Training Session.
• Our goal is to run successful hotels offering
  impeccable service and accommodations through
  educating, motivating and promoting team members.

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Agenda

• Training new hires
• Brand Standards
• Presentation
• Inspection Process
• Safety Security
• Human Resources
• Administrative duties
• Budgets
• P/L Statements
• Schedules

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Building knowledge through training

• What do you do with a new hire?
• Complete property orientation and brand specific
  training videos.
• Spend one on one time with each new hire.
• Teach by example.
• Follow through with ongoing coaching and
  counseling.

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Brand Standards

• What are the current in room standards for your
  hotels?

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Know your Brand Standards

• Closet set up hangers, valet laundry slip bag
• Towel set ups
• Coffee Station
• Amenity Tray
• Ice Bucket station
• Lights, remotes, clocks, and action!
• Laundry cart set ups
• Frequent Traveler program requirements

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Its all in the Presentation!

• Everything needs to be straight and organized.
• Furniture and pillows should be fluffed.
• Lamp shades should be straight.
• All the little extras such as turn down service
  and fancy towel folding go a long way.

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WALK THROUGH!Lets go Put someone on the hot
seat!!
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Policies and Procedures

• Lost Found
• Each hotel should have a policy in place to keep
  lost and found for 90 days in a secure and
  organized location.
• Room attendants should bring lost and found to
  the manager in charge for cataloging. Some hotel
  chains have a system in place on there PMS system
  that allows them to keep an electronic record of
  the lost and found.
• Deep Cleaning Logs
• Deep cleaning should be done on a quarterly
  basis.
• Binders and a check list should be in place at
  each property.
• What Plan does your property have in place for
  deep cleaning and black light inspections?
• Does it correspond with the Preventative
  maintenance program?

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More Policies

• What should a proper cart setup look like?
• Well Here it is!

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Common Safety Security Issues

• Blood Borne Pathogens Training
• Hazardous Chemicals MSDS Sheets
• Personal In Room safety cart placement
• How to properly clean a tub, make beds, and
  bending.
• In case of emergency, team member location
• Master keys

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Safety Security Issues ct.

• For our guests safety, never let someone into a
  room. Guests must check-in at the front desk
• Why is this important?
• What other Safety issues are you facing?

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Human Relations and Team Work

• The Golden Rule Treat others the way you want to
  be treatedwith RESPECT!
• Our most important resource is our team members!

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Administrative Responsibilities

• Payroll Worksheet Minutes Per Room
• HP hotels require MPR to be at or less than 28
  minutes per room and 30 per suite
• Keeping accurate records of schedules, deep
  cleaning binders, black light inspection binders,
  inspection, houseman, and laundry checklists.
• Month end Linen inventories, DNR list and
  Turnover list for the month.
• Anything else your General Manager requires.

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Budgets

• Budgets are put together to establish a revenue
  and cost threshold for which the hotel operates
  by.
• Budget costs are setup in several different ways
  POR, , Fixed costs, and Variable costs.
• Budgets are based off of past years spending
  habits, business trends, and future forecasting.
• A budget is the best way for the hotel to
  forecast a profit margin for the hotel.

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Budget Example
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P/L Statements

• What does P/L stand for?
• Profit and Loss Statement.
• During the month end process our accounting
  department with the help of the hotel managers
  reconciles all bank accounts, invoices,
  inventories, and creates our P/L Statement.
• This statement allows you to see what you have
  made in revenues for each area of the hotel and
  what you have spent for each line item in the
  hotel. All of this is compared to your budget
  and last years numbers.
• What does a P/L Statement look like.

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P/L Statement Example
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Schedules

• Schedules Should be done by Wednesday of each
  week.
• Schedules should be approved by the General
  Manager before being posted.
• Schedules should be based on minutes per room.

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Schedules
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Housekeeping isnt just about rooms!

• Public Areas and Laundry are your responsibility
  too!

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A First Impression goes a long way!