1. Importance of Housekeeping Objective: emphasizing the importance of housekeeping in the guest satisfaction

2. Importance of Housekeeping? Role of housekeeping? areas of responsibility? Choice of hotels? Personnel?

3. Role of Housekeeping cleaning and maintaining both the front-and back-of-the-house areas specifying and purchasing administrating advising

4. Cleaning and Maintaining front-of-the-house guest rooms bathrooms banquet rooms meeting rooms halls elevators lobbies rest rooms entryways restaurants cocktail lounges any furnished outdoor areas e.g. swimming pool area

5. Cleaning and Maintaining back-of-the-house locker rooms employee dining rooms offices halls store rooms

6. Specifying and Purchasing guest room supplies and accessories cleaning equipment and supplies uniforms - including design, storage, and issue linens for guest rooms, bathrooms, restaurants, and banquet halls

7. Administrating Laundry and dry cleaning Linen room Sewing room

8. Advising in the selection, refurbishing, replacement of: furniture, furnishings, floor and wall coverings etc. soap dishes, towel bars, ashtrays etc. other related items

9. Choice of Hotels? clean room room maintenance/repair safety/security convenient location comfortable bed/room adequate bathroom products decor/attractiveness TV service friendly/courteous staff good restaurants fast/prompt service room rates adequate recreation facilities adequate meeting facilities airline affiliation

10. Reasons Guests Give for Returning to a Hotel Question: What is the most important factor in your decision to return to a hotel/motel? Finding: Reasons for Returning By TotalBy FrequentTravelers Cleanliness/Appearance 63% 63% Good Service 42% 45% Facilities 35% 41% Convenience/Location 32% 38% Price/Reasonable Rates 39% 35% Quite and Private 9% 8%

11. Housekeeping Personnel Executive Housekeeper: the person in charge of management and administration of a housekeeping department or operation within a hotel. Housekeeping Manager: manager who is the principal assistant to the executive housekeeper; person directly in charge of guestroom cleaning. May also be he person in charge of the housekeeping department in a small property.

12. Housekeeping Personnel (cont’d) Inspector: person who does nothing but inspect guestrooms to ensure that standards of cleanliness are being maintained. Guestroom Attendant: person regularly assigned to clean guestrooms in a hotel. Houseman: responsible for doing all the physical heavy cleaning required in guest rooms and public ares. Other

13. Functions of the Housekeeping Department Provides clean, comfortable and safe guest rooms and public areas with as little inconvenience as possible to guests and visitors. Maintains guest supplies and amenities Cleans and maintains offices and staff areas Deals with refurbishing of guestrooms and public areas. Oversees and manages the laundry functions

14. Functions of the Housekeeping Department (cont’d) Deals with lost property. Deals with guests special requests, complaints and other guest incidents that are housekeeping related. Provides the services of a seamstress Assists in promoting and maintaining safety and security o the property. Other

15. The Guest Cycle A division of the flow of business through a hotel. The traditional flow of business can be can be divided into four categories: 1. 1. Pre-Arrival 2. 2. Arrival 3. 3. Occupancy 4. 4. Departure

16. Tutorial # 1 Required to: 1. 1. Without communicating to each other arrange yourselves in a straight line according to the month and day on which you were born. 2. 2. Organize your selves in at least four (4) sub-groups based on date of birth. 3. 3. Each sub-group should select a member who will take on the following role: Leader Scribe Time-Keeper Reporter

17. Tutorial # 1 Creatively complete a presentation highlighting the responsibilities of the housekeeping department in the guest cycle. Presentations should be inclusive of but not limited to the following: Simulation Discussion Questions from colleagues and answers Duration of Presentation: 5 – 8 minutes

18. CREATIVE PRESENTATIONS

19. BREAK 15 minutes 15 minutes