前台工作手册之四2.docx

前台工作手册之四2.docx

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前台工作手册之四2

原版引进：

FrontOfficeOperations前台工作手册之四2

前厅客房2007-12-0619:

26:

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大中小 订阅

DailyCommunication

　　6A.M.

　　Frontofficetohousekeeping:

　　Dailyreportofeachroom’sstatus

　　Roominglistsandtimesforarrivinggroups

　　Specialrequests（adjoiningrooms,roll-aways）,VIProoms

　　Latecheck-outs

　　Earlycheck-ins

　　8A.M.

　　Frontofficetohousekeeping:

　　Check-outsalreadydeparted

　　UpdateofspecialrequestsandVIPs

　　Assignmentofshowroomsfortheday

　　10A.M.

　　Housekeepingtofrontoffice:

　　Resultsofvacantroomcheck

　　Roomsthatwillnotbecleanedtoday

　　Roomsonmaintenanceandthereasons

　　ThroughouttheDay

　　Frontofficetohousekeeping

　　Latedepartures

　　Extendedstays

　　Roomchanges

　　Check-outswhichhavedeparted

　　Housekeepingtofrontoffice:

　　Continualreportingofvacantandreadyrooms

　　Readinessofspecialrequests

　　Statusupdateofroomsfounddiscrepant

　　Check-outTime

　　Housekeepingtofrontoffice:

　　Statusofexpectedcheck-outs

　　DuringCheck-in

　　Frontofficetohousekeeping

　　Updateonspecialrequests

　　Roomsneededassoonaspossible

　　EndoftheDay

　　Housekeepingtofrontoffice

　　Completeupdateofhotelstatus

　　areessentialtoapositiveguestexperienceandcanprovideastartingpointfortrainingroomattendantstounderstandtheirfirst-lineresponsibilities:

　　SleepSet:

guestsareuncomfortablewhenmattressessag.Aroomattendantcantellwhenamattressissaggingwhenthesheetsarestrippedaway.Rotatethesleepsetregularly,andreplaceitwhennecessary.

　　Heating/AirConditioning:

Ifthetemperaturemakesaroomattendantfeeluncomfortablewhilecleaningtheroom,chancesarethatguestswillalsobeuncomfortableduringtheirstay.Theyneedtorecognizeandreportproblemswithheatersorairconditioners.

　　TV,Radio,Phone:

RoomattendantstesttheradioandTVwhilecleaningthem.Whenwipingoffthetelephone,theymakesureitisworking.

　　Bedspreads:

Guestswillnoticefadedbedspreadsfirstthing.Sincethefirstimpressionissoimportant,roomattendantsshouldreportandreplacewornspreads.

　　Lighting:

Iftheroomattendantthinkstheroomseemsdark,aguestmayfeelthesameway.Theyneedtocheckeachlamp’splacement,eachbulb’swattage,andwhethertheswitch/fixtureisworking.

　　Door:

Doorhardwarewhichdoesnotworkproperlyirritateseveryoneandisapotentialsecurityissue.Ifaroomattendanthasdifficultyenteringtheroomtocleanit,theyshouldrecognizeandreportthissituation,andmakesurethedoorisrepairedbeforecallingtheroom“vacantandready.”

　　Toilet:

Ifittakesmorethanoneflushtogeteverythingdownthedrain,oritthewatercontinuallyruns,theroomattendantneedstoreporttheconditiontomaintenanceimmediately.

　　VanityandTub:

Sparklingporcelaincanmaketheguestfeeltheroomisextraclean,especiallyifthefaucetsareshiny.Roomattendantsmustwatchforstains,drips,orcorrodedhardware.

　　Towels:

“Soft”isthewordmostpeopleusetodescribehowtheywanttheirtowels.Asofttowelthatisfreeofstainswillfeelnewandwillnotremindaguestthatithasbeenusedbysomeoneelse.Ifthelinenissomethinglessthansoftandclean,theroomattendantneedstoreplaceit.

　　BathroomWalls:

Wallviny1getsdatedquickly.Whenitbeginspeelingorwearingout,aguestnotesthatthehotelisnotallitshouldbe.Privacyisimportanttomanyguests;roomattendantsshouldensurethatthebathroomdoorisworkingproperlyandreportanyproblemstomaintenance.

　　WaterTemperature:

Forsafety’ssake,roomattendantsneedtorecognizethetemperatureofthewater.Howwarmisitassoonasitcomesoutofthetap,andhowlongdoesittaketogethot?

Theextremesofcouldorheatarethingstorecognizeandreport

　　Ventilation:

Ifamirrorfogsupwhilethebathroomisbeingcleaned,thefoggingprobablyfrustratestheguest.Theroomattendantshouldcheckthefanandkeepitclean.

　　TypesofMaintenance

　　Thehousekeepingdepartmentoftentakesthefirststepstomaintenancefunctionsforwhichengineeringisultimatelyresponsible.Therearethreekindsofmaintenanceactivities:

routinemaintenance,preventivemaintenance,andscheduledmaintenance.

　　Routinemaintenanceactivitiesarethosewhichrelatetothegeneralupkeepoftheproperty,occuronaregular（dailyorweekly）basis,andrequirerelativelyminimaltrainingorskills.Thesearemaintenanceactivitieswhichoccuroutsideofaformalwork-ordersystemandforwhichnospecificmaintenancerecords（timeormaterials）arekept.Examplesincludesweepingcarpets,washingfloors,cleaningreadilyaccessiblewindows,cuttinggrass,cleaningguestrooms,shovelingsnow,andreplacingburned-outlightbulbs.Thehousekeepingdepartmentperformsmanyoftheseroutinemaintenanceactivities.Propercareofmanysurfacesandmaterialsbyhousekeepingpersonnelisthefirststepintheoverallmaintenanceprogramfortheproperty’sfurnitureandfixtures.

　　Preventivemaintenanceconsistsofthreeparts:

inspection,minorcorrections,andwork-orderinitiation.Formanyareaswithinthehotel,housekeepingpersonnelperforminspectionsinthenormalcourseoftheirduties.Forexample,roomattendantsandinspectorsmayregularlycheckguestroomsforleakingfaucets,crackedcaulkingaroundbathroomfixtures,andotheritemsthatmaycallforactionbyengineeringstaff.Attendingtoleakingfaucetsandimpropercaulkingaroundsinksandtubscancontrolmaintenancecostsbypreventinggreaterproblems,suchasceilingorwalldamageinthebathbelow.Suchmaintenanceprotectsthephysicalplantinvestmentandcontributestoguestsatisfaction.

　　Communicationbetweenhousekeepingandengineeringshouldbeefficientsothatmostminorrepairscanbehandledwhiletheroomattendantiscleaningtheguestroom.Insomeproperties,afull-timemaintenancepersonmaybeassignedtoinspectguestroomsandtoperformthenecessaryrepairs,adjustments,orreplacements.

　　Preventivemaintenancesometimesidentifiesproblemsandneedsbeyondthescopeofaminorcorrection.Theseproblemsarebroughttotheattentionofengineeringthroughthework-ordersystem.Thenecessaryworkisthenscheduledbythebuildingengineer.Thistypeofworkisoftenreferredtoasscheduledmaintenance.

　　Scheduledmaintenanceactivitiesareinitiatedatthepropertybasedonaformalworkorderorsimilardocument.Workordersareakeyelementinthecommunicationbetweenhousekeepingandengineering.AsampleworkorderisshowninExhibit2.Inmanyproperties,workordersarenumbered,three-partforms.Eachpartoftheformiscolorcodedforitsrecipient.

　　Whenamemberofthehousekeepingdepartmentfillsoutaworkorderform,onecopyissenttotheexecutivehousekeeperandtwocopiestoengineering.Thechiefengineergetsoneofthesecopiesandgivestheothertothetradespersonassignedtotherepair.Theindividualcompletingthetaskindicatesthenumberofhoursrequiredtocompletethework,anypartsorsuppliesrequired,andotherrelevantinformation.Whenthejobiscompleted,acopyofthetradesperson’scompletedworkorderissenttotheexecutivehousekeeper.Ifthiscopyisnotreturnedtotheexecutivehousekeeperwithinanappropriateamountoftime,housekeepingissuesanotherworkorder,whichsignalsengineeringtoprovideastatusreportontherequestedrepair.

　　Engineeringgenerallykeepsdatacardsandhistoryrecordsonallequipmenthousekeepingpersonneloperate.Equipmentdatacardscontainbasicinformationaboutpiecesofequipment.Thisinformationcanincludetechnicaldata,manufacturers’information,theitem’scost,specialinstructions,warrantyinformation,andreferencestootherinformationaswell（suchasthestoragelocationofmanualsanddrawings）.Equipmenthistoryrecords（seeExhibit3）arelogsoftheinspectionandmaintenanceworkperformedonagivenpieceofequipment.Historyrecordsmaybeseparatecardsormaybeincorporatedintotheequipmentdatacard.Theirpurposeistoprovidedocumentationofallmaintenanceactivityonagivenpieceofequipment.Manypropertieshavecomputerizedtheserecordkeepingfunctions,makingiteasierfortheexecutivehousekeepertoretrievepertinentinformationwhenrequestingreplacementornewequipment.

　　Teamwork

　　Teamworkisthekeytosuccessfulhoteloperations.Housekeepingmustworkcloselynotonlywiththefrontofficeandengineeringbutalsowitheveryotherdepartmentinthehotel.Althoughthegeneralmanagerisresponsibleforimplementingtheteamworkphilosophy,eachdepartmentandeveryemployeecanhelp.

　　IdentifyingHousekeeping’sResponsibilities

　　Regardlessofthesizeandstructureofahousekeepingdepartment,itistypicallytheresponsibilityofthehotel’sgeneralmanagertoidentifywhichareashousekeepingwillberesponsibleforcleaning.Mosthousekeepingdepartmentsareresponsibleforcleaningthefollowingareas:

　　Guestroomscorridorspublicarea,suchasthelobbyandpublicrestroomspoolandpatioareasmanagementofficesstorageareaslinenandsewingroomslaundryroomback-of-the-houseareas,suchasemployeelockerrooms

　　Housekeepingdepartmentsofhotelsofferingmid-rangeandworld-classservicearegenerallyresponsibleforadditionalareas,suchas:

　　Meetingroomsdinningroomsbanquetroomsconventionexhibithalls

　　Hotel-operatedshopsgameroomsexerciserooms

　　Housekeeping’scleaningresponsibilitiesinthefoodandbeverageareasvaryfrompropertytoproperty.Inmosthotels,housekeepinghasverylimitedresponsibilitiesinrelationtocleaningfoodpreparation,production,andstorageareas.Thespecialcleaningandsanitationtasksrequiredformaintainingt