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total quality management
Professional Management Of Housekeeping Operations 5th Edition Thomas J. A. Jones - Solutions
What would you say to Galloway?
Cigdem Duygulu speaks several languages. Should all executive housekeepers be multilingual? In addition to English, what are the most important languages an executive housekeeper should learn? Why? Is it necessary to have an absolute mastery of a language?
Cigdem Duygulu exhibits an extremely positive attitude toward the hospitality industry in general and the housekeeping department in particular. Unfortunately, not everyone shares this same positive attitude, particularly with regard to the profession of cleaning. Why do you think many feel
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.
How would you establish a par level for the napery in a new dining room? What criteria would you use to set the same par level for an existing operation?
What are the advantages to all-white bath linens that have no logo? Can you see any disadvantages to this type of product?
Explain the criteria that you would use to evaluate the performance of bedding materials for a hotel.
Draw up a list of specifications for a guestroom attendant’s uniform.
Washington has done much to encourage her employees to succeed (e.g., new professional uniforms, establishment of proper policies and guidelines, training programs, a career-path system, the STEP Rate Program, ESL classes, etc.). Of all of her initiatives, which do you think have done the most
Mary Ann Washington is certainly ahead of the curve with her employment of robotic floor care technology. Do you think this is going to become a prevailing trend in cleaning industry? What other areas of housekeeping do you think could become automated?
Generate criteria for bath linens for different classes of hotels.
Generate standards of selection for employee uniforms.
Develop purchase criteria for table linens, including proper size, fabric content, and method of construction.
Generate purchase specifications for bedding, including sheets, pillows, mattress pads, blankets, and bedspreads, for a certain class of hotel.
What constitutes a ‘‘green’’ chemical?
In which areas of the hotel should a housekeeper use a disinfectant cleaner? In which areas would a sanitizer be appropriate?
Explain the advantages and disadvantages of relying primarily on an all-purpose chemical cleaner.
What amenities would you feature in a budget hotel property? In a midsized property? In a luxury property?
If you were Tracy Hernandez, what would you put on that list? Once you have drawn up your own list, talk it over with your fellow students and see what they have on their list.Discuss the various options and then prepare a final list from the class, with the recommendations prioritized starting
Describe recent innovations in guest bath amenities
List common guest supplies.
Describe recent innovations in cleaning supplies and equipment.
Identify common cleaning supplies and equipment used in the housekeeping department.
Describe the intended purposes of chemicals used in the housekeeping department and define common chemical terms presented.
Describe recent trends in chemical use and their impact on guests, staff, and, specifically, the housekeeping department.
Categorize chemicals used in the housekeeping department and state their intended uses.
The rooms-division manager wants to install an‘‘accent wall’’ in each guestroom. This wall would have a wall covering that is unlike the other painted walls in the room. What wall coverings would you suggest for this accent wall?
How would you ensure the cooperation of other departments in the hotel to report spots and spills on carpet and floors to the housekeeping department?
Assume that the decision has been made to carpet the hotel’s main ballroom. What suggestions would you make as to the type of carpet to use in the ballroom?
Describe the steps in the FPMR model.
Given the following areas in a hotel—ballroom, lobby, dining room, kitchen, laundry, executive office—make recommendations for appropriate floor coverings for each area.
Explain the relative advantages and disadvantages of the different approaches to restorative carpet care.
When contemplating the installation of a new floor, what concerns should an executive housekeeper take into consideration?
Describe the care and treatment of walls, windows, and floors, including the latest developments
Identify materials used in wall coverings and window treatments and describe the relative advantages and disadvantages of each type.
Describe standard window-washing procedures.
Describe and evaluate different carpet cleaning techniques.
Identify elements of carpet construction.
Describe standard procedures and the latest developments in floor cleaning.
Identify the various types of floor coverings and describe the relative advantages and disadvantages of each type.
Visit a store that sells innerspring mattresses, and a store that sells foam mattresses such as Tempur-Pedic. Lie down on each one, decide which one is more comfortable, and compare your opinion with those of other students. Discuss the advantages and disadvantages of each mattress from an
Explain the concept of using temporary storage when opening a hotel.
A disabled person wants a room on the top (suite)floor. According to ADA, must you accommodate that guest? When the first alarm sounds, elevators become inoperative. How would you evacuate this disabled person from the top floor?
Preopening budgets usually include items such as funds for opening ceremonies and parties, advertising, and public relations. List several other important items that should be funded for within a preopening budget. Why should the preopening budget be amortized, and over what period of time?
Explain the difference between capital expenditure budgets and operational budgets. In an ongoing operation, how many times in a fiscal year is each prepared? Which is usually prepared first? Why?
Some items of material are capitalized; others are expensed. What is the difference between these two terms?
Describe the intent of the Americans with Disabilities Act as it pertains to the lodging industry.
Describe developments in guestroom safes, in-room refreshment centers, and audiovisual equipment.
Describe the recent developments in lighting for the guestroom.
List and describe criteria for the selection of furniture.
List and describe criteria for the selection of mattresses and beds.
Describe the handling of materials in the opening of a property.
Describe classification of materials in the hotel.
Describe the management function of inventory controls.
Describe the use of the preopening budget.
Differentiate between capital expenditure budgets and operating budgets.
Describe the role of the executive housekeeper as a materials administrator.
If your answer to question 5 is yes, how would you go about justifying the system to union officials?
Are standing rotational and tight scheduling systems feasible in a union environment?
A new employee has been hired to fill a vacancy in a housekeeping team. How would you explain the system to the new employee?
Consider an ongoing operation that is currently cycling through workweek
Assume that a standing rotational system and a tight scheduling system have been designed for an ongoing operation. What must be done before they can be initiated? Why?
How does a tight scheduling system take advantage of the directional activity of delegation?
Assume that a state law will not allow a worker to work more than five consecutive days without paying the person overtime. Design a standing rotational system (similar to the one described in Figure 3.1) that will meet the criteria of working five days in a row but will not require paying the
Morgan’s use of forms (e.g., checklists and rating systems) is related to which of the sequential functions of management?
What do you think of Larry Morgan’s attempts to build loyalty among his staff? What do you consider is the single best strategy Morgan is employing to reduce turnover?Is there anything else you would do to instill loyalty among a housekeeping staff?
Differentiate between team scheduling and team cleaning.
Construct a tight schedule, given the necessary information.
Construct a standing rotational schedule for a housekeeping department, given the necessary information.
Describe the use of team scheduling and its negative and positive aspects.
Describe the use of conventional individual worker scheduling, and list its negative and positive aspects.
The following are projections for a large full-service hotel due to open. Develop an Annual Labor Cost Estimate projection from this data. Note:There are no perfectly correct answers for this problem. Begin by discussing how many personnel are needed in these positions for each shift and in total
Once the Table of Personnel Requirments and Department Staffing Guide have been drawn up, the next step is to estimate the cost of labor for the department. Since labor is a primary expense, it is essential that the executive housekeeper have an accurate estimate of department labor cost when
Preparing a set of job descriptions is part of which sequential function of management?
List four reasons why the executive housekeeper should make daily tours of a new facility before opening. Should these tours be made alone? If not, who should accompany the executive housekeeper?
The House Breakout Plan is developed from a line drawing of a floor plan for the guestroom portion of a hotel. Why should the executive housekeeper personally prepare this drawing?
Discuss reasons why the executive housekeeper should develop a Division of Work Document.What is its relation to an Area Responsibility Plan?
Define zero-based staffing.
Assume you are a newly assigned executive housekeeper for a soon-to-open hotel. Develop a priority list of action items to be completed before opening. How would you modify this list if the operation were already in progress?
Define the key terms and concepts at the end of the chapter.
List possible variables to consider when establishing workload criteria for a guestroom attendant.
List and describe the preopening priorities of a newly hired executive housekeeper at a new hotel.
Describe the intended use of the following documents: Division of Work Document, Area Responsibility Plan, House Breakout Plan, Department Staffing Guide, and the Table of Personnel Requirements.
Describe, from the executive housekeeper’s perspective, the planning that is required to open a new hotel.
Is there a difference between managers and leaders? Please explain.
Alex Mackenzie provides us with a matrix that relates many management principles, terms, functions, and activities. Identify them as elements, continuous functions, sequential functions, or activities of these functions. In your opinion, which ones are the most important?
What are the three elements of delegation? Discuss the importance of each element. What are some of the reasons why managers do not delegate?
Explain Theory X and Theory Y. Why are these theories significant in the development of worker morale and job enrichment?
How has the function of executive housekeepers changed over the years?
Bryan is very focused for his age. Can a person be too ambitious? Do you see any possible pitfalls to this single mindedness?
Bryan Cornelius has not pursued a college degree. He seems to have succeeded without it, but has he? What arguments could you make to Bryan for going to college?
Since you are not paying for their time, the training has to be optional. Do you think your staff will react favorably? If so, why would they react favorably, and if not, why not?
How do you think your staff will react to this offer?
Is Belcher’s proposal fair and equitable to your staff?
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