Housekeeping Management: Manual for Successful Housekeeping & Cleaning
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About this ebook
Imparting knowledge and experience in step with actual practice and future trends to everybody concerned with housekeeping and managing procedures for housekeeping.
Reading the book you will find answers to these questions:
What is the farsighted housekeepers knowledge on guests expectations and trends?
How to optimize the housekeeping department with regard to permanent cost pressure?
When is a room considered clean and tidy?
How to handle the building equipment and appliances and how to set up an adequate maintenance plan?
How to organize efficient and environmental opera-tions for the hotel laundry?
How can an ABC or Ishikawa failure analysis help to improve quality?
What to do to operate the hotel environmentally?
With the information of the book, I wish to sensitize professionals and managers from tourism, hotel CEOs, executive officers and managers, supervisors, room division managers, trainees, students and career changers for ambitious housekeeping.
Frank Höchsmann
Frank Höchsmann é formado em administração de empresas e é um auditor de qualidade. Em meados dos anos setenta, ele dirigia um hotel de tamanho médio perto de Colónia. Até o final da década de 1980, foi chefe do departamento de turismo de uma faculdade técnica em Bogotá, Colômbia. Nos anos noventa, foi responsável pelo departamento de formação da Associação de Hotéis e Restaurantes do Uruguai. Durante este tempo, publicou vários livros especializados em gestão hoteleira e turística. Desde 2001, Frank Höchsmann vive novamente na Alemanha. Aqui, juntamente com sua esposa Martha, ele registrou a empresa de serviços HOTQUA (hotel turismo de qualidade), especializada em treinamento e educação, bem como em padrões de qualidade e gestão da qualidade. Frank Höchsmann faz parte da diretoria da Associação de Turismo Berlim-Reinickendorf há mais de dez anos.
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Housekeeping Management - Frank Höchsmann
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0. Preface
Welcome to our practically tested and ISO standard accordant concept for Housekeeping Management 2030. All the contents can be used for training. On the other hand, it can serve as templates to determine individual housekeeping standards and implement them quick and professional.
0.1. What is our intention with the book?
Disseminating knowledge and experience in step with actual practice and future trends to everybody concerned with housekeeping and managing procedures for housekeeping. Reading the book you’ll find answers to these questions:
What is the farsighted housekeeper’s knowledge on guest’s expectations and trends?
How to optimize the housekeeping department with regard to permanent cost pressure?
When is a room considered clean and tidy?
How to handle the building equipment and appliances and how to set up an adequate maintenance plan?
How to organize efficient and environmental operations for the hotel laundry?
How can an ABC or Ishikawa failure analysis help to improve quality?
What to do to operate the hotel environmental?
0.2. Who is the information for?
Our target group is housekeeping professionals & managers, hotel executive officers and CEOs, housekeeping supervisors, room division managers, trainees, students and housekeeping career changers.
With best wishes for success!
Martha & Frank Höchsmann Berlin, August 16th, 2018
1. Guest’s expectations & hotel trends
1.1. Guest’s expectations of service quality
Guests have particular expectations of the hotel they booked. They base on their own travel experience, information from internet and recommendations of friends, colleagues and / or family.
Frequent deficiencies found in hotel rooms:
The room’s air is staled or
The room’s air still has the previous guest’s odor
Defect lighting,
Outdated TV magazine,
Dusty door case or picture frame,
Note pad shows marks of previous guest,
Dinks and snacks expired,
Hotel directory / hotel service list incomplete,
Too few hangers,
Too many / too large furniture in the room,
Colours don’t harmonize.
Frequent deficiencies found in bath rooms:
Poor lighting,
Humid or caustic odor from cleaning agents,
Leaking taps,
Low quality accessories,
Towels too small or not soft,
Hairdryer blowing too strong,
Mirrors fog up and
Slippery floor tiles.
Guest’s expectations regarding rooms
Absolutely clean and safe,
Feeling of wellbeing from the first moment,
Welcome from hotel management (letter, TV, phone call),
Fresh flowers /fruit basket, maybe a welcome drink on the hotel,
Electric /electronic equipment simple to operate and smoothly working,
For Europeans: Simple to open or hopper window,
For Americans: reception / front office phone call asking for an ok or more wishes, approx. 20 min. after showing guest to the room
Walk-in or lit wardrobe.
Guest‘s expectations regarding bathrooms
Bidet,
W.C. separate from bathrooms,
Maximum cleanliness,
Safety: skid-proof floor, easy to handle bathroom fittings, bathtub with overfill protection, rounded corners, partition panels of break-proof material, well isolated plug sockets,
Mirrors don’t fog up,
Shower separate from bathtub,
Pre-heated towels or bathrobe in winter.
1.2. Guest’s expectations in case of complaints
Guest’s expectations increase with the number of the hotel’s stars.
Guests expect in case of justified or unjustified complaints and reclamations:
Honesty & generosity in case of any dissatisfaction with rooms and bathrooms.
Honesty is especially helpful in case of reclamations It is expected. Generosity is expected from the hotel, also.
Pay particular attention: Guests expect goodwill in case of unjustified reclamations also. Be generally generous, as at the time of complaint you cannot definitely estimate whether the guest is right.
Availability
In Hotel business guests expect a „24/7"-availability. You have to ensure it.
Pay particular attention: For guests staying at the hotel, availability has to be ensured around the clock. For (major) customers, e.g. event managers, office hours will do to contact the hotel.
Professional competence
Guests with complaints expect professional competence. It has the same importance for them as the immediate availability.
Pay particular attention: Should the problem be beyond your competence or