Quality standard is frequently updated to keep in line any changing requirements and changes in job breakdowns. Of course, staffs have to be informed by any improvement or changes through staff training and supervision..., Jones, & Paul, (1995, p317), Therefore Head housekeeper has to implement a regular check to monitor the performance of staff and also customer questioner in order to achieve quality and standard. By going that Housekeeping will be aware of any problems in the future, and will increase profit-making particularly first impressions, will improve tension and attitude among staff to staff, and customer to staff. Jones argues “the a survey taken in the past show that aesthetic standard do affect reputation and repeat business and, as such, can be regarded as part of the corporation image and marketing strategy.” (Jones, C. & Paul, V. 1995, p85)
Hunter & Roberts (2005). States that housekeeping is frequently worked under pressure to achieve high productivity without compromising high quality ratings. Because of those demanding edge relations between housekeeping and reception can create problems because one department does not appreciate the pressures they can apply to another. For example, a particular group of employees’ such as receptionists may need training to yield management techniques. (Boella, 2000, p122). To overcome those situations Head housekeeper has to “plan for natural replacement caused by retirements, resignations etc.., and it needs to ensure that sufficient competent management is available for expansion plans. However, in a healthy organisation these plans must also extend to satisfying an individual’s reasonable aspirations; for example, if an employer stands in the way of an employee’s trying to obtain a recognised qualification by not allowing adequate time off, the employee certainly will place his qualification before his job and will find an employer who are willing to assist him. So the housekeeping must therefore adequate plan and resources to exist to recruit, motivate, train, develop, and retain its existing and future management”. (Boella, 1996, p128 & 129).
The quality standards and brand-specific presentation of today demand a good eye for detail. Having access to guests' personal territory and belongings requires an honest individual who is respectful of the guests' privacy. Of course, a reliable worker who is seldom late or off sick is always valued. Particularly in the "self-checking" scenario, where supervision is less intense, room attendants need to be self-motivated with a high level of personal pride in their work. The various forms of "empowerment" or "taking ownership" programmes all depend upon room attendants that have the social confidence to address guests courteously and sometimes to deal tactfully with an unhappy guest. Source: Caterer & Hotelkeeper (Kühn, 2007)
To conclude this case study some points had to be meet in how Head housekeeper will address all responsibilities and how he will keep the standard of the hotel how to keep staff motivated how to reduce costs, how to minimise complaints from customers and staff. “Whichever approach is adopted it is to be more challenging at the turn of the century for various reasons. These include increasing competition between employers, increasing development needs and expectations of management, flatter organisations with fewer promotion opportunities. (Boella, 1996, p128). However is the outcome Head housekeeper has to have those points into account?- Quality Standard seems to be easy to achieve but is not straight for word lots of research has to be done in order to achieve demand, meet customers’ satisfaction. In other hand Head housekeeper to achieve that he has to non-judgmental in how to approach his staff so they can work together to again excellent results. The best way to achieve those follow Jones ideology that staff has to be motivated by appraisals, awards in orders to maintain good communication between them; or Maslow and Hezberg,” arguing that people work for a complex package, including money, security, self-esteem of others, job satisfaction”....(Boella, 1996, p153).
Bibliography
Boella, M. (1996) Human Resource Management in the Hospitality Industry, 6th Ed. Stanley Thornes. P153, Chapter12
Boella, M. (2000) Human Resource Management in the Hospitality Industry, 7th Ed. Stanley Thornes. P122, Chapter 8
Jones, C. & Paul, V. (1995) Accommodation Management, London: Batsford
Kirk, David 1996, Environmental Management for Hotels: a student’s handbook. Butterworth-Heinemann
Quality management standards, what are quality management system standards and how can they benefit you? [Accessed 13 November 2008]
Raghubalan, G. (2007) Hotel Housekeeping: Operations and Management, Oxford University Press, New Delhi, India
Rooms serviced with a smile, [Online], (Update 13 October 2005 00:00), by Patricia Hunter Powell and Jean Roberts, Hotel du Vin, Harrogate, , [Accessed 10 November 2008]
Sourcing Outsourcing, by Karyn Strauss, Senior Editor -- Hotels, 6/1/2007 Available: ,
Standard Hotel guests value a clean room above anything else, (Update 18 August 2007 07:00). By Kerstin Kühn, Available at: , [accessed 08 November 2008]
Standard Operations, Melrose Hotel Company streamlines operations by standardizing back-office software. By Rebecca Oliva, Technology Editor -- HOTELS Magazine, [Online], (Updated 8/1/2003), Available: , [10 November 2008].
William Lazer, Ph.D, and Roger Layton, A.M. April 1999. Quality of Hospitality Service: A Challenge for the Millennium, Available:http://www.hotelonline.com/Trends/EI/EI_ServiceChallenge.html [Accessed 11 November2008]
2.2 How outsourcing within the housekeeping department could be used. Provide an analysis of how each of your recommendations will impact the hotels customers, service, profits and quality.
This assignment seeks to explain one of the most significant current changes in how the head housekeeping in hotels can reduce costs in labour and maintenance.
In a current market hotels are increasingly choosing contract services and outsourcing are maintain cost-effective housekeeping operations are ensure that the resources and assets of the property are utilised to the maximum. A study of business and government agencies conducted by Knight Frank...... in the USA in the 2000 found that 44% of the executive housekeeper surveyed outsourced more than they used to five years ago, in addition 47% expected to increase the amount of work outsourced in years to come. (Raghubalan, 2007 p115)
According to Raghubalan, (2007 p116), “The numbers of companies offering outsourcing services are growing rapidly this includes countries like America, India and United Kingdom. Many of the chains hotels and corporate companies are relying more and more on outsourced professional housekeeping service providers to cater their needs”. Many hotels are now outsourcing in order to reduce work load it means less financial risk for the hotel this includes launder, staff, and maintenance costs by going so they can focus on other side of the business, for example customer service marketing. However outsourcing can definitely save resorts money. Hotels these days are outsourcing housekeeping services instead. However, some outsourced employees may not be well-trained, don't follow standard operating procedures, don't comply with uniform standards. They don't plan on working their way up in the company and they don't buy into the corporate culture. This will leads to more poor service for the customers. (Raghubalan, 2007 p121)
Before outsourcing manager HK should consider whether the advantages and disadvantages of outsourcing careful in order to achieve staff level, meeting customer satisfaction and levels of cleanliness and hygiene also if they are eco-friendly, if they employers local people this will benefit not just in the hotel but the community as well. By outsourcing the housekeeping department will not just reduce cost but also will improve the standard and quality of the hotel, but increase profits, less pressure on workforce staff and guests relationships; contracting outsourced services will benefit the housekeeping and other department in the hotel.
Bibliography
Kirk, David (1996,) Environmental Management for Hotels: a student’s handbook. Butterworth-Heinemann
Raghubalan, G. (2007) Hotel Housekeeping: Operations and Management, Oxford University Press, New Delhi, India Chapter 4, p115
, Sourcing Outsourcing, by Karyn Strauss, Senior Editor -- Hotels, 6/1/2007
2.3 Discuss and make justified recommendations of how the housekeeping department can embrace environmental issues explaining the benefits and challenges in each case.
This assignment seeks to explain how housekeeping can benefit from going eco-friendly and how the new General Manager would deal with the following issue on environmental. Such air conditioning old and ineffective, we don’t need fresh towers every day, recyclable and non re-cyclable items.
Hotels are massive consumers of water, energy and material. However, some hotel chains realise that they can improve public relations and save money by initiating ‘green hotel’ policies. These include installing energy-efficient light bulbs and heating systems, water-saving toilet devices and body-care product dispensers instead of all those miniature bottles. They display cards offering guests the choice not to have they beds and towels changed daily and remind guests to turn off the air conditioner when leave the room. Porritt & Christensen, (2000 p166)
In recent years, there has been an increasing interest in the environmental issues amount many hotels. For example “an instigation following customer research stating that 79% of hotel users would prefer to stay in a hotel company that was focused on the environment”. Such as housekeeping services that only use non-toxic cleaning agents. While the Marriott Corporation arguably is at the forefront with its green initiatives encompassing the calculation of its carbon footprint with a view to aggressively minimising its impact, others from Fairmont to Accor have taken significant steps on the green path including purchasing clean and renewable wind energy for its US hotels. The Knight Frank survey Source 4hoteliers (2008).
The manager has to rethink if the housekeeper department need to be retrained in order for the hotel to reduce linen cost, lost and chemicals. If so research has to be made so he can.....With excellent training the housekeeper department can reduce waste for about 66% on laundry and 25% on water also linen replacement costs can be reduced 50-66%. According to Kirk (1996 p44), well trained staff benefits through their empowerment, involvement and higher morale, by leading to higher productivity, greater job satisfaction, lower levers of non-attendance and lower rates of staff turnover.
Manager Neil can start by doing small things such as tackling the recycling, setting a one-month target for all employees and joining a pay-as-you-go recycling collection scheme. This scheme can be far cheaper in the long run than paying to have rubbish taken away to landfill. For example, starting wrapping beds in reusable blankets for delivery instead of using plastic or cardboard; not just cut down packaging costs and waste, it actually gives better protection for the products and reduces the number of returns due to damage in transportation. Manager Neil can also implement measures to cut power usage, including training staff to turn lights and computers off when not in use. Training and meetings should take place to ensure that each employees and resident or everyone informed knew what are expected from them and what we’re trying to achieve. Manager Neil has to ensure the local people also are encouraged to place of recycling programme. Such as recycling raining water, reduce the amount of boil water as they needed for a cup of coffee, tea can make a difference, this messages have to be point out on regular basics to take effect. After a while, manager Neil can found out if staff, residents are began taking responsibility and making suggestions for further improvement. For example Marriott social responsibilities are to support the local children’s hospitals by fund money for children needing hospitalization in our local communities. Most funds are raised in collaboration with guests, business partners and employees, who organize golf tournaments. Source Marriott website.
Further research needs to be completed to establish to achieve propose of environmental. Because more investigation to help manager Neil to achieve his goal. Who will profit from this? - The hotel will benefit, because an efficient run building requires fewer staff and results in operating expenses to reduce costs can release valuable resources that can be advantage of the hotel in improving or expanding hotel facilities..... Kirk (1996 p44). Question is to be asked is hotels are carrying for the environment all just doing these changes simple to save money?
Bibliography
Mannion A (1998) Natural Environmental Change (Routledge Introductions to the Environment) Routledge; 1st edition
Boella, M. (2000) Human Resource Management in the Hospitality Industry, 7th Ed. Stanley Thornes.
Jaccard, Mark (2006) Sustainable Fossil Fuels: The Unusual Suspect in the Quest for Clean and Enduring Energy (Paperback) Cambridge University Press (16 Jan 2006)
Identify where you can save money by going green, , [Accessed 13 November 2008]
Jones, C. & Paul, V. (1995) Accommodation Management, London: Batsford
Kirk, David 1996, Environmental Management for Hotels: a student’s handbook. Butterworth-Heinemann
Raghubalan, G. (2007) Hotel Housekeeping: Operations and Management, Oxford University Press, New Delhi, India
, 10 Green ways to deal with a tough economy, by Ray Burger, Oct 31, 08 | 1:58 am
, By Daniel Thomas
Credit Crisis' Impact - When Green Trumps, Green, by Vijay, Dandapani. Monday, 13th October 2008
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Social Responsibility Report , by J.W.Marriott, Jr. Chairman and CEO [Accessed 19 November 08]
Porritt J, & Christensen K, (2000) Eco Living: A Handbook for the 21st Century, Piatkus Books; New edition