HOUSEKEEPINGHOUSEKEEPING

The heart of the hotelThe heart of the hotel

WELCOMEWELCOME

Welcome to the 1Welcome to the 1stst Annual HP Hotels Annual HP Hotels Housekeeping Department Training Housekeeping Department Training Session.Session.

Our goal is to run successful hotels Our goal is to run successful hotels offering impeccable service and offering impeccable service and accommodations through educating, accommodations through educating, motivating and promoting team members.motivating and promoting team members.

AgendaAgenda

Training new hiresTraining new hiresBrand StandardsBrand StandardsPresentationPresentationInspection ProcessInspection ProcessSafety & SecuritySafety & SecurityHuman ResourcesHuman ResourcesAdministrative dutiesAdministrative dutiesBudgetsBudgetsP/L StatementsP/L StatementsSchedulesSchedules

Building knowledge through trainingBuilding knowledge through training

What do you do with a What do you do with a new hire?new hire?

Complete property Complete property orientation and brand orientation and brand specific training videos.specific training videos.Spend one on one time Spend one on one time with each new hire.with each new hire.Teach by example.Teach by example.Follow through with Follow through with ongoing coaching and ongoing coaching and counseling.counseling.

Brand StandardsBrand Standards

What are the current in room standards for your What are the current in room standards for your hotels?hotels?

Know your Brand StandardsKnow your Brand Standards

Closet set up – hangers, valet laundry slip Closet set up – hangers, valet laundry slip & bag& bag

Towel set upsTowel set ups

Coffee StationCoffee Station

Amenity TrayAmenity Tray

Ice Bucket stationIce Bucket station

Lights, remotes, clocks, and action!Lights, remotes, clocks, and action!

Laundry cart set upsLaundry cart set ups

Frequent Traveler program requirementsFrequent Traveler program requirements

It’s all in the Presentation!It’s all in the Presentation!

Everything needs to be Everything needs to be straight and organized.straight and organized.

Furniture and pillows Furniture and pillows should be fluffed.should be fluffed.

Lamp shades should be Lamp shades should be straight.straight.

All the little extras such All the little extras such as turn down service and as turn down service and fancy towel folding go a fancy towel folding go a long way.long way.

WALK THROUGH!WALK THROUGH!Lets go Put someone on Lets go Put someone on

the hot seat!!the hot seat!!

Policies and ProceduresPolicies and Procedures

Lost & Found:Lost & Found:Each hotel should have a policy in place to keep lost and found for Each hotel should have a policy in place to keep lost and found for 90 days in a secure and organized location. 90 days in a secure and organized location. Room attendants should bring lost and found to the manager in Room attendants should bring lost and found to the manager in charge for cataloging. Some hotel chains have a system in place on charge for cataloging. Some hotel chains have a system in place on there PMS system that allows them to keep an electronic record of there PMS system that allows them to keep an electronic record of the lost and found.the lost and found.

Deep Cleaning LogsDeep Cleaning LogsDeep cleaning should be done on a quarterly basis. Deep cleaning should be done on a quarterly basis. Binders and a check list should be in place at each property.Binders and a check list should be in place at each property.What Plan does your property have in place for deep cleaning and What Plan does your property have in place for deep cleaning and black light inspections?black light inspections?Does it correspond with the Preventative maintenance program?Does it correspond with the Preventative maintenance program?

More PoliciesMore Policies

What should a proper cart setup look like?What should a proper cart setup look like?

Well Here it is!Well Here it is!

Common Safety & Security Common Safety & Security IssuesIssues

Blood Borne Pathogens Blood Borne Pathogens TrainingTrainingHazardous Chemicals – Hazardous Chemicals – MSDS SheetsMSDS SheetsPersonal In Room safety Personal In Room safety – cart placement– cart placementHow to properly clean a How to properly clean a tub, make beds, and tub, make beds, and bending.bending.In case of emergency, In case of emergency, team member location team member location Master keysMaster keys

Safety & Security Issues ct.Safety & Security Issues ct.

For our guests safety, never let someone into a For our guests safety, never let someone into a room. Guests must check-in at the front deskroom. Guests must check-in at the front desk

Why is this important?Why is this important?

What other Safety issues are you facing?What other Safety issues are you facing?

Human Relations and Team Human Relations and Team WorkWork

The Golden Rule: The Golden Rule: Treat others the way Treat others the way you want to be you want to be treated…with treated…with RESPECT!RESPECT!

Our most important Our most important resource is our team resource is our team members!members!

Administrative ResponsibilitiesAdministrative Responsibilities

Payroll Worksheet – Minutes Per RoomPayroll Worksheet – Minutes Per Room

HP hotels require MPR to be at or less than 28 HP hotels require MPR to be at or less than 28 minutes per room and 30 per suiteminutes per room and 30 per suite

Keeping accurate records of schedules, deep Keeping accurate records of schedules, deep cleaning binders, black light inspection binders, cleaning binders, black light inspection binders, inspection, houseman, and laundry checklists.inspection, houseman, and laundry checklists.

Month end Linen inventories, DNR list and Month end Linen inventories, DNR list and Turnover list for the month.Turnover list for the month.

Anything else your General Manager requires.Anything else your General Manager requires.

BudgetsBudgets

Budgets are put together to Budgets are put together to establish a revenue and cost establish a revenue and cost threshold for which the hotel threshold for which the hotel operates by.operates by.Budget costs are setup in Budget costs are setup in several different ways: POR, several different ways: POR, %, Fixed costs, and Variable %, Fixed costs, and Variable costs.costs.Budgets are based off of past Budgets are based off of past years spending habits, years spending habits, business trends, and future business trends, and future forecasting.forecasting.A budget is the best way for A budget is the best way for the hotel to forecast a profit the hotel to forecast a profit margin for the hotel.margin for the hotel.

Budget ExampleJanuary February March April May June JulyBudget Budget Budget Budget Budget Budget Budget

Rooms Department RevenueRoom Revenue 148,428$ 155,514$ 171,517$ 163,800$ 176,447$ 178,752$ 187,349$

Total Room Revenue 148,428$ 155,514$ 171,517$ 163,800$ 176,447$ 178,752$ 187,349$

Payroll and Related Hour/Day RateSalaries & Wages - Rooms Admin 59,000$ 5,011$ 4,688$ 5,011$ 4,849$ 5,011$ 4,849$ 5,011$ Salaries & Wages - Front Desk 26 9.50$ 7,657$ 7,163$ 7,657$ 7,410$ 7,657$ 7,410$ 7,657$ Salaries & Wages - Housekeeping 7.75$ 8,201$ 8,461$ 9,277$ 8,995$ 9,412$ 9,646$ 10,084$ Salaries & Wages - Houseman 5 7.50$ 1,163$ 1,088$ 1,163$ 1,125$ 1,163$ 1,125$ 1,163$ Salaries & Wages - Laundry 8.00$ 1,583$ 1,637$ 1,805$ 1,747$ 1,833$ 1,882$ 1,972$ Salaries & Wages - Breakfast/MR Staff -$ -$ -$ -$ -$ -$ -$ Vacation / Holiday VAR 500 500Payroll Taxes & Emp Benefits % 15 3,617$ 3,455$ 3,737$ 3,619$ 3,761$ 3,737$ 3,958$

Total Rooms Payroll & Related 27,732$ 26,492$ 28,650$ 27,745$ 28,837$ 28,649$ 30,345$

Other ExpensesAdvertising - Rooms FIXED -$ -$ -$ -$ -$ -$ -$ -$ Allowances FIXED -$ -$ -$ -$ -$ -$ -$ Cable Television FIXED 1,200$ 1,200$ 1,200$ 1,200$ 1,200$ 1,200$ 1,200$ 1,200$ Carpet Cleaning VAR 996$ 903$ 150$ 996$ 150$ 150$ 996$ Chargebacks FIXED -$ -$ -$ -$ -$ -$ -$ Cleaning Expense POR 0.10$ 198$ 205$ 226$ 218$ 229$ 235$ 247$ Complimentary Breakfast POR -$ -$ -$ -$ -$ -$ -$ Decorations FIXED -$ -$ -$ -$ -$ -$ -$ Entertainment FIXED 25$ 25$ 25$ 25$ 25$ 25$ 25$ 25$ Furnishings FIXED 50$ 50$ 50$ 50$ 50$ 50$ 50$ 50$ Guest Supplies POR 0.99$ 1,959$ 2,026$ 2,234$ 2,162$ 2,269$ 2,328$ 2,440$ In-House Coffee POR 0.10$ 198$ 205$ 226$ 218$ 229$ 235$ 247$ Laundry Supplies POR 0.17$ 336$ 348$ 384$ 371$ 390$ 400$ 419$ Linen - Housekeeping POR 0.25$ 495$ 512$ 564$ 546$ 573$ 588$ 616$ Miscellaneous FIXED 25$ 25$ 25$ 25$ 25$ 25$ 25$ 25$ Newspaper POR 0.13$ 257$ 266$ 293$ 284$ 298$ 306$ 320$ Office Expense FIXED 325$ 325$ 1,103$ 325$ 325$ 1,103$ 325$ 325$ Printing, Postage & Stationary FIXED -$ -$ -$ -$ -$ 600$ -$ Reservation Expense POR 3$ 5,937$ 6,139$ 6,770$ 6,552$ 6,875$ 7,056$ 7,395$ Travel Agent Commission POR 1.30$ 2,573$ 2,660$ 2,934$ 2,839$ 2,979$ 3,058$ 3,205$ Travel VARUniforms VAR 210$ 210$ 210$ 500$ 210$ 210$ 210$

Total Rooms Other Expenses 14,784$ 15,875$ 15,616$ 16,312$ 16,604$ 16,791$ 17,720$

Total Rooms Departmental Expenses 42,516$ 42,367$ 44,266$ 44,058$ 45,440$ 45,440$ 48,065$

Rooms Departmental Income 105,912$ 113,147$ 127,251$ 119,742$ 131,007$ 133,312$ 139,284$

P/L StatementsP/L Statements

What does P/L stand for?What does P/L stand for?Profit and Loss Statement.Profit and Loss Statement.During the month end process our accounting During the month end process our accounting department with the help of the hotel managers department with the help of the hotel managers reconciles all bank accounts, invoices, reconciles all bank accounts, invoices, inventories, and creates our P/L Statement.inventories, and creates our P/L Statement.This statement allows you to see what you have This statement allows you to see what you have made in revenues for each area of the hotel and made in revenues for each area of the hotel and what you have spent for each line item in the what you have spent for each line item in the hotel. All of this is compared to your budget and hotel. All of this is compared to your budget and last years numbers.last years numbers.What does a P/L Statement look like….What does a P/L Statement look like….

P/L Statement ExampleP/L Statement Example

SchedulesSchedules

Schedules Should be done by Wednesday Schedules Should be done by Wednesday of each week.of each week.

Schedules should be approved by the Schedules should be approved by the General Manager before being posted.General Manager before being posted.

Schedules should be based on minutes Schedules should be based on minutes per room.per room.

Date 2/23/2005Prepared By DONNA

HOUSEKEEPING Approved By ERIK

DATES 27-Feb 28-Feb 1-Mar 2-Mar 4-Mar 5-Mar 6-Mar

DAY SUN MON TUES WED THUR FRI SAT

ARR/DEP 7//16

occ/departure

EMPLOYEE HOURS

MGMT / INSPECTORS

DONNA POWELL

DOROTHY STEWARTPROD = #REF! BUDGET ????

Room Attendants

BOBBIE

ETHEL

MARTHA

MARIA R

JESSIE

MARIA A

ANA

MARSELA

CARMEN

KWANLIKA

CRISTINA

Public Spaces

CLARA 5-11AM OFF 5-11AM 5-11AM OFF 5-11AM 5-11AM 30

Housemen

PROD = #REF! BUDGET = ????

Laundry

CINDY

PHYLISS

PROD = #REF! BUDGET = ????

Total Department PROD = #REF! BUDGET = ????

Schedules

Housekeeping isn’t just Housekeeping isn’t just about rooms!about rooms!

Public Areas and Laundry are Public Areas and Laundry are your responsibility too!your responsibility too!

A First Impression goes a long way!A First Impression goes a long way!