Setting up the operations for a new hotel can be a complex
task, but proper planning and organization can be done efficiently. Here are
some key steps to consider when setting up the operations for a new hotel:
· Setting goals and objectives
· Manpower management:
1. Determine the hotel's organizational structure (hierarchy)
2. Develop staffing and manning standards for the department
3. Recruiting and training employees
· Planning and Standardization
1. Formulation of procedures (SOPs)
2. Designing of systems (PMS, POS, security systems)
3. Establishment of the reporting and coordinating relationship within the department.
· Procurement of material resources
1. Determining the supply and equipment needs (listing as per type of hotel/ size of hotel/ target market)
2. Selection of vendor and material
· Division of work: Job breakdown, Area responsibility plan (Housebreak out plan)
· Coordination: Establishment of the reporting and coordinating relationship with other coordinating departments.
· Plan for future needs: Consider future needs when determining the supply and equipment needs. It is often more cost-effective to purchase equipment that will meet the future needs of the hotel, rather than having to upgrade or replace equipment in the future
· Conduct trial runs: Before officially opening, conduct trial runs to identify any areas that need improvement or adjustments. This could involve inviting a small group of guests to stay at the hotel and getting feedback.
The role of a housekeeper in a new property is critical in
ensuring that the hotel maintains high levels of cleanliness and guest
satisfaction. Here are some key responsibilities of a housekeeper in a new
property:
· Clean and maintain guest rooms: The primary responsibility of a housekeeper is to clean and maintain guest rooms to the highest standards. This involves cleaning and disinfecting all surfaces, changing bed linens and towels, replenishing amenities, and ensuring the room is ready for the next guest.
· Maintain public areas: In addition to guest rooms, housekeepers also maintain public areas such as lobbies, hallways, and stairwells. This involves sweeping, mopping, and vacuuming floors, dusting surfaces, and cleaning public restrooms.
· Restock housekeeping supplies: Housekeepers are responsible for restocking supplies such as cleaning products, linens, and amenities in guest rooms and public areas.
· Report maintenance issues: Housekeepers should report any maintenance issues such as broken fixtures or appliances to the maintenance department so that they can be addressed promptly.
· Ensure guest satisfaction: Housekeepers play a vital role in ensuring guest satisfaction by ensuring that guest rooms are clean and comfortable. They should respond to guest requests promptly and be attentive to guest needs.
· Follow safety protocols: Housekeepers should follow safety protocols, such as wearing personal protective equipment (PPE) and following proper cleaning procedures, to maintain a safe and healthy environment for guests and staff.
Overall, the role of a housekeeper in a new property is
critical in ensuring that the hotel provides a clean and comfortable
environment for guests. They are responsible for maintaining high standards of
cleanliness and guest satisfaction, and they play a vital role in the success
of the hotel.
Hotel pre-opening operations involve a variety of tasks, and
temporary storage, moving into the property, and disposition of spares are all
important considerations. Here's a closer look at each of these tasks:
· Temporary storage: Prior to opening, hotels often receive large shipments of furniture, fixtures, and equipment (FF&E) that need to be stored temporarily until they are needed. This requires identifying suitable temporary storage facilities and coordinating the logistics of moving the items to and from the storage facility. The storage space should be secure, clean, and accessible, and inventory management procedures should be put in place to keep track of items stored.
· Moving into the property: Once the hotel is ready to open, all the FF&E and other items in temporary storage need to be moved into the property. This involves careful planning and coordination to ensure that all items are moved efficiently and safely. A detailed inventory list should be used to track items as they are moved into the hotel, and any damages or missing items should be noted and addressed promptly.
· Disposition of spares: During the pre-opening phase, hotels often order spare parts and equipment to ensure that they have backups in case of unexpected breakdowns or failures. As the hotel opens and begins operating, it's important to have a plan in place for the disposition of these spares. This could involve selling them, returning them to the supplier, or storing them for future use. Whatever the plan, it should be clearly documented and followed to avoid confusion or waste.
A minimum of 3 months of work is essential to launch
a successful housekeeping department in a hotel. The work starts for the
housekeeping department even while the hotel is in construction and for this
purpose; the planning has to be done. During this phase, the housekeeper must:
· design room plan keeping in mind space allocation for linen closets, housekeeping storage areas, and linen and laundry location safety plans.
· Undertake a market survey to identify the best machines, equipment and different housekeeping supplies vendors.
· Coordinate the purchase of housekeeping supplies as per the standardized inventory level.
· Blueprints have to be obtained in order to streamline the house-break-out plan, departmental workflow standard, storage area specifications, and standardized operating process.
· Decide on the par stock, by proper calculation regarding linen, and supplies for smooth operation.
· Manpower planning needs to be initiated.
· Plan out for layout of the different types of guestrooms.
As the countdown comes to two months, staff hiring
and balancing is done preferably those with experience in the hotel industry.
It is preferable to hire extra staff for invariably many leave once the
operations start. Initially it is best to have mass hiring. Because the house
cleaners leave because of the workload. The applicants are not staff until they
are hired and given uniforms and assume responsibility. Orientation is the next
area. Job descriptions and specifications have to be drawn up. Manuals for
training have to be prepared. As the working begins, manuals have to be re
written.
One month before commencement, staff must be hired
and scheduled lobby is to be cleaned and set according to the planned layout.
Train personnel. Set up a daily log for housekeeping personnel, payroll
procedures, storage and SOP for handling of room amenities.
As the countdown comes to a week prior to the commencement
of the hotel, the final cleaning and assembling of the rooms are to be carried
out. Staff must be allocated duties and responsibilities. Prepare the cleaning
schedules for the staff job, and organize all the required documents (lost and
found formats, housekeeper’s reports, key control records, accident reports,
inspection reports, checklist, discrepancy report etc.) needed for the smooth
functioning of the department.
Challenges faced during the pre-opening phase:
· Conflict between the owner and operator
· Unclear communication
· Licensing issues
· Managing expectation
· Delayed activity from other parties (contractor services, vendor, suppliers)
· Lack of strategic direction
· Device the correct market mix
· Time pressure
Checklists are incredibly important for new hotel
setups because they help ensure that all necessary tasks are completed in a
timely and efficient manner. A snag list is an itemized checklist of outstanding tasks needing
attention. It helps in listing minor faults/ problems like damaged units,
scratches on different surfaces, or missing shelf brackets. It helps in
identifying the pending/remaining work to be done in a pre-opening project.
Importance
of snag list:
·
Ensuring all tasks are completed: A new hotel
setup involves a large number of tasks, from obtaining necessary permits and
licenses to ordering furniture and equipment. With so many tasks to complete,
it can be easy to overlook important steps. A checklist ensures that each task
is identified and completed.
·
Keeping track of progress: A checklist helps to
keep track of the progress of each task. This allows the hotel owner or manager
to identify which tasks have been completed and which still need attention.
·
Preventing delays: A checklist helps to prevent
delays by ensuring that all tasks are completed on time. If a task is delayed,
the checklist can be used to identify the cause of the delay and to determine
what steps need to be taken to get back on track.
·
Improving efficiency: By breaking down the
process into smaller tasks and organizing them in a checklist, the process of
setting up a new hotel becomes more manageable and efficient. It also allows
for tasks to be assigned to specific team members, making it easier to track
progress and hold individuals accountable.
·
Ensuring compliance: A new hotel setup requires
compliance with a wide range of regulations and standards. A checklist helps to
ensure that all necessary steps are taken to meet these requirements, reducing
the risk of costly fines or legal issues.
FOR SNAG LIST:
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