Thames Valley University

Faculty of Professional Studies

The London School of Hospitality and Tourism

Rooms Management

TH50039E

Case study: Winds Resort, Barbados

Andrew Pennington

20260736

2008/2009

Date: 21/11/2008

2.1 Discuss and evaluate ways how housekeeping standards could be maintained and monitored during this period to ensure all types of customers receive quality service. In addition, suggest and critique some appropriate incentives for staff to maintain set standards.

This assignment seeks to explain how the new General Manager (GM) would address the following issues rising by the housekeeping department and how to maintaining the standards. The results of the case study indicate that Head Housekeeper (HK) have to plan how to minimise problems such as high expenditure, poor communication between staff, customer complaints, reduce utility costs by 40% by end of the next year. Management is a fast-paced and diverse role that involves a high level of responsibility, decision-making, strategic planning, developing policies and procedures, and monitoring budgets. According to Jones, C. & Paul, V. (1995 p317, 318) Management involves identifying and controlling all resources; controlling people, material, time and money. Those are achieved by through organisation, co-ordination, and communication.

The actual standards required will depend on a particular need of customers or accommodation users and their needs and requirements. Raghubalan, argues that “the housekeeping are demands highly skilled specialisation, which in turn requires a sizeable investment in term of infrastructure and equipment to achieve a highly results. (Raghubalan, 2007 p732).

A standard of hotel depends on the categories of the hotel and room design. E.g: A luxury hotels are expected to offer world-class facilities and amenities. However a budget or economy-class hotel will offer only the basic facilities and amenities for a budget-conscious traveller. According to the findings of the report the majority of complaints and compliments received by hotel HK concern to standards of hygiene in guests’ rooms; a survey made by Fizzback (2007), which is based on a data collected from 500 consumers while staying in their rooms, found that a third of room complaints are about cleanliness nearly a third 29% of all positive feedback received was praise for how clean guests' rooms were, with guests particularly valuing a clean bathroom. However, Head housekeeper has to do his own survey also implementing quality management standard (QMS), in order to meet standards, by clarifying business objectives, to avoid an expensive mistakes. Therefore he will get excellent benefit such as achieve a standard HK first need to implement a QMS. By implementing a QMS will help housekeeping to: achieve greater reliability in the activities involved in providing products or services, reduce expensive mistakes, increase efficiency by improving use of time and resources, improve customer satisfaction, market business more effectively, exploit new market sectors and territories, manage growth more effectively by making it easier to integrate new employees, constantly improve products, processes and systems.

The HK are required to be aware of labour cost before starting staff training, staffing can be very expensive where other full-time, part time, or casuals. Jones, & Paul, (1995, p335) states that in order to utilise staff and equipment, particularly expensive ‘capital’ equipment efficiently equipment as well as staff must be scheduled. This will help to reduce waiting time when equipment is being used elsewhere, being transport or receiving maintenance. This includes machines being used between departments, for instance the housekeeper and maintenance has to schedule should work out which department will need the most.

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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. ...

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