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total quality management
Professional Management Of Housekeeping Operations 4th Edition Thomas J. A. Jones, Robert J. Martin - Solutions
Explain the difference between a manager and a leader.
The success or failure of a manager as an effective problem solver may rest with the manager’s style. Identify several management styles and assess their worth in dealing with various types of problems and different types of people.
The full circle of management requires that the executive housekeeper be a problem solver. How can this be done without assuming the responsibilities of subordinates to solve their own problems?
Describe why it is important to continue to personally develop as a manager and give examples of what can be done to ensure that professional development takes place.
Describe the executive housekeeper’s role in the development of subordinates.
Define the terms leader and manager and be able to differentiate between the two.
Describe and give examples of what it means to be a problem solver in housekeeping.
Describe what is meant by the full circle of management.
When developing the requirements for an on-premises laundry, what are the nonequipment factors that should be considered? What are the mechanical equipment factors that must be considered?
Explain the value of using convertible mobile linen storage carts. How do you determine the proper quantity of these carts for linen-handling operations?
Aside from washing and drying equipment, what equipment is needed in a small on-premises laundry?
What does the term “sizing a laundry” mean? What are the constraints that must be considered when a laundry is being sized? How is the productivity of a laundry measured?
When on-premises laundries are being considered, why are the services of a qualified laundry consultant so important? List several of the factors that are often overlooked when inexperienced people are involved in planning small laundry operations.
Discuss the characteristics of no-iron linens. Indicate why no-iron linens have made on-premises laundries more practical today than they were in the past.
List several advantages of having an on-premises laundry.
List the electrical and mechanical considerations in planning an on-premises laundry.
Describe how to properly size a laundry.
Describe the steps involved in setting up a laundry.
Present a reasoned argument for or against having an on-premises laundry.
What preventive measures can be taken by housekeeping department personnel to minimize the disruption of routines during bomb threats and to facilitate rapid inspections for explosive devices?
In what ways can the National Fire Protection Agency assist in a program of fire prevention and protection for department managers?
Explain the panic emotion. Give several characteristics of people acting in panic. How can panic be avoided in an emergency? How can guest panic be controlled?
Explain the benefits of a card entry system over the hard key method of entry for guestrooms.
How would you use employees to reduce theft by employees? by guests? What points would you make during employee orientation to gain participation in a theft prevention program?
What is an employee profile? How and when is it used?What characteristics of it should cause concern?
What is employee contamination? List several reasons for it.
Explain the difference between safety and security.
List actions to be taken in case of an emergency and tell how to safeguard against potential disasters.
Describe common emergencies that can occur in hospitals and hotels.
Describe how to make guests and guestrooms secure.
Describe how to minimize theft in guestrooms.
Describe the inherent problems associated with maintaining safety and security in hotels and hospitals.
List and describe the primary concepts of risk management and the safeguarding of assets.
What do you see as the pluses and minuses of contract cleaning? Make a list of positives and negatives.Now do the same for arenas and stadiums, convention centers, hospitals, nursing homes, schools and colleges.
Upon admission to the hospital Mr. James’s temperature was 102°, the red swollen spot on his neck was draining, and he was having difficulty breathing.a. What type of isolation would be best for him?b. What specific steps should the housekeeper take in the isolation unit?(1) For handling
Mr. James from Houston, Texas, checked into the University Inn in late afternoon. He was feeling feverish and nauseated after his flight from Los Angeles. He called the front desk and asked for some ice, drank a glass of water, and went directly to bed. He noticed a red swelling on the back of his
List and describe other employment and business opportunities for executive housekeepers.
Describe the role of housekeeping in meeting environmental challenges in the twenty-first century.
Describe the role of the Joint Commission on Accreditation of Health Care Organizations in the establishment of standards for environmental services departments.
Describe how to properly administer pest control operations.
Describe methods of handling infectious linen and other contaminated articles, and how to dispose of infectious waste.
Identify common pathogenic organisms, types of soil, and common disinfectants.
Identify all terms and definitions related to hospital and nursing home housekeeping.
Discuss the pros and cons of having lifeguards versus pool attendants on the pool staff.
Pool water looks great, chlorine content is good, pH is balanced, but total hardness is exceeding 1000 g/mL.What is happening? What do you do about it?
Establish a step-by-step chronological procedure for recording daily measurements taken in the pool.
Explain the need for, and the technique for, backwashing a pool. What is the purpose of the sight glass in the backwashing procedure?
Diagram a pool operating system, naming all components.
Describe the duties and responsibilities of pool attendants.
Describe staffing concerns for pools, including selection and training criteria for pool attendants.
Identify various pieces of extraneous equipment needed to maintain pools and spas.
Describe how to control algae growth in pools and spas.
Describe the various chemicals used to maintain swimming pools and spas.
Describe the process of pool water filtration, the different types of filters, and the tests for water purity and clarity.
Identify terms and their definitions related to swimming pool and spa operations, including the components of a pool system.
List the parts of a budget submission package. Explain the use of each part. How would you justify expenditures for additional GRA man-hours during the evening shift after being told that room rates would be increasing?
Explain what is meant by the 13-period system. What are advantages and disadvantages of using this system for operational reporting? For financial reporting?
Prepare a department meeting agenda. How would you go about gaining maximum participation from attendees?
Who should inspect guestrooms? Develop a plan around each person listed, indicating how many rooms should be inspected by each person, how often, and why.
Explain a maintenance work request system. Describe the flow of information required to ensure proper control.
Describe the concept of zone inspection. How is it related to the Division of Work Document and the Area Responsibility Plan? In what way does a zone inspection program facilitate the development of junior managers?
Name three subroutines not mentioned in this chapter.In a new operation, why is it so important to identify as many routines as possible and to prepare SOPs as quickly as possible? What major role do SOPs play in the operation of a department?
What are the differences and similarities between subroutines and daily routines in housekeeping departments?
Describe the importance of preplanning subroutines.
Generate a standard operating procedure for a subroutine.
Define the term subroutine.
List and describe other vital functions of the hotel housekeeping department—subroutines.
List as many tasks as you can that are a part of the evening crew’s responsibility. What is the last function normally performed by the night supervisor before securing the housekeeping department for the night? As part of the daily routine, what is the primary objective of the evening?
During an A.M. room check, a supervisor discovers two rooms thought to be ready rooms that have actually been occupied. What alternatives are available to facilitate this unexpected and additional workload?
What are the reasons for maintaining a Night Supervisor’s Report of Evening Activities?The Hotel Housekeeping Daily Routine of Department Management
Explain the term discrepancy. What is the difference between a discrepancy and a recheck?
Why are forms and symbols so important to the progress of the daily routine in housekeeping departments? Define the following symbols: R, OCC, OOO, MR, T, CO, DND, RFV.
Explain the different purposes of the A.M. and P.M. room checks. How can A.M. room checks be conducted so as to show maximum concern for guests?
Identify in chronological order the evening activities of the housekeeping department.
Describe the coordination that must take place between the housekeeping department’s first and second shifts.
Identify in chronological order the specific steps taken by a GRA in the cleaning of a guestroom.
Identify communication symbols used on the daily work report.
Describe the priority for cleaning guestrooms.
Describe the steps involved in the daily routine of cleaning guestrooms.
Explain the meaning of “controlled change.”
Some people say that standard operating procedures(SOPs) restrict initiative. Explain why this is not necessarily true.
Define the following terms and give their symbols if appropriate:Ready room Occupied Checkout Out of order Pickup room Open section
Explain why forms are important in the operation of a housekeeping department. Explain how these forms are used in opening the house: Night Clerk’s Report to Housekeeping, Supervisor’s Daily Work Report, GRA’s Daily Report.
Discuss how operational planning is related to delegation and why preplanning an operation is so important.
Write a standard operating procedure to delegate a task, given the required information.
State the advantages of using forms to standardize procedures and communicate with employees.
Describe the routine known as “opening the house.”
Describe the function of operational planning for the direction and control of hotel housekeeping operations.
There are three basic areas in which housekeeping employees should receive training. What are these areas?List several elements found in each area.
After reviewing the hotel handbook in Appendix C and the departmental handbook in Appendix D, discuss the differences in approach offered in these two documents.
Draw up an interview plan. What questions would you ask? What questions should be avoided?
What services should the personnel department of an organization perform in the hiring process? What services should department managers for whom employees will be working perform?
When should a job specification be prepared? What should it contain?
Describe how to conduct an objective performance evaluation.
Describe how to maintain training and development records.
Describe different techniques used to train newly hired employees.
Describe the important elements of an orientation program.
Identify proper selection and interview techniques.
Describe the elements of a job specification and an employee requisition.
Describe the proper methodology to use when staffing housekeeping positions.
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