House Keeping: Sheraton Hotel

House Keeping: Sheraton Hotel
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(March 21, 2013)
Table of Contents
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1 Introduction  PAGEREF _Toc351631294 \h
2
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1.1 Description of the Hotel  PAGEREF _Toc351631295 \h
2
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2 Objectives  PAGEREF _Toc351631296 \h
3
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3 The Role of the Housekeeping Department  PAGEREF _Toc351631297 \h
5
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4 Recruitment and training  PAGEREF _Toc351631298 \h
6
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4.1 Focusing on the job requirements  PAGEREF _Toc351631299 \h
7
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4.2 Drafting a job description  PAGEREF _Toc351631300 \h
7
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4.3 Understanding the target candidates and their sources  PAGEREF _Toc351631301 \h
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4.4 Initial screening and Selection Process  PAGEREF _Toc351631302 \h
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4.5 Sheraton Hotel Room Attendant Job description  PAGEREF _Toc351631303 \h
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4.6 Guest Relations  PAGEREF _Toc351631304 \h
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4.7 Guest Safety  PAGEREF _Toc351631305 \h
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4.8 Cleaning  PAGEREF _Toc351631306 \h
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5 Productivity Standard  PAGEREF _Toc351631307 \h
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5.1 Staffing Guide  PAGEREF _Toc351631308 \h
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5.2 Staffing Guide Sample  PAGEREF _Toc351631309 \h
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6 Motivational Techniques  PAGEREF _Toc351631310 \h
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7 Conclusions  PAGEREF _Toc351631311 \h
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References  PAGEREF _Toc351631312 \h
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Introduction
Development of hotels globally has increased tremendously over the years (Ahire, 2010). Due to that, it is considered that the hotel industry has been profitable as a result of the increasing number of both domestic and international tourists according to the reports Ahire (2010). Despite the rapid increase in the number of hotels globally, the dynamic economic standards acts as one of the hindering factors to the hotel owners. This raises questions on the use of competitive advantage techniques in the industry. The use of quality thus is considered minimal in the service provision in the hotels compared to the international required standards in hospitality industry.
This report looks at Sheraton hotel that has been operational in the industry and is located in the US, it is important to start competitive advantage and that the increasing hotels in the country offer increased competition (Albright, 2012). The success of any industry is measured by the profit it makes, Sheraton has been beneficial in this industry with the use its strategy of evaluation in recruitment and training, productivity standards and staffing guide.
Description of the Hotel
Sheraton Hotel is a 250-room hotel entered the market approximately two years ago from the date of the study. This hotel is located at the southeast corner of I-495 and County Route 110, Huntington, Long Island, New York. The area is characterized as a suburb of New York City (35 miles to the west), and the surrounding neighborhood is a mixture of office, light industrial, and retail property. The site has good access and visibility from nearby highways and is considered a desirable hotel location.
The parcel on which the hotel is built consists of seven acres of land and has all the necessary utilities. Any further improvements of the hotel will be designed with an orientation towards the commercial and meeting/convention segments of the market and will target those travelers looking for a first-class quality level. The following table summarizes the facilities and amenities of Sheraton hotel:
Facility No. Guest Room 250Seat Restaurant 175Seat Lounge 150Seat Lobby Bar 40Indoor swimming pool and exercise facility 12, 500 square feet (approx. 1200 m2) of meeting space
The hotel contains a front office and House Keeping services/Guest services that are critical to any hotel industry. These offer constant guest interaction with the most diverse operating exposure in the hotel. The idea of any front office is helpful in creating warm and comfort memories about a visit by a tourist.
Objectives
This report aims at analyzing Sheraton Hotel with a view to understand quality services in relation to the role of the housekeeping department, recruitment and training, productivity standard and staffing guide. Effective handling of guest cycle has direct effect on the property performance in terms of improved work efficiency and the returns associated with positive customer satisfaction.

The Role of the Housekeeping Department
The main function of the housekeeping department is the cleaning and day to day maintenance of areas that it supervises. It is concerned on the proper upkeep of the structure, the fittings and furniture that plays an important role in keeping the guests in the hotel (Amit, 2011). This is the department that mainly has the legitimacy of entering every section of the hotel and thus maintenance of other departments will be easy. It is clear that there will be no other department within this hotel that will function normally without the incorporation of the housekeeping department. This hotel has defined its structure in that each of the other departments of the hotel and their functions will rely on each other for effective delivery of services.
While this department will also have the head and the personnel, the most important person in this department will be the executive housekeeper whose basic function will involve directing Sheraton’s the housekeeping program to make sure that they are clean, orderly and to be attractive to new customers.
The housekeeping department is headed by the executive housekeeper. This employee is a member of the executive team and reports to the rooms’ division manager. This employee will be responsible for managing of the housekeeping personnel, planning budgets, identifying the needs of cleaning, purchase of supplies and coordinating with other departments to ensure that the guests get the best services. The executive housekeeper will be assisted by the assistant executive housekeeper.
Additionally, the executive housekeepers make sure that all the activities of the hotel are done. This will involve scheduling and planning the work in advance, handling of the customer service and complaints. Consequently, the cleaning materials and other new items are being ordered by the executive housekeeper and that the cleaning workers have the necessary tools to do their assigned tasks (Ahire, 2010). However, in order to perform these duties the executive housekeeper has to be aware of the schedules of the other employees in the department to ensure that other departments have their rooms cleaned. The executive housekeeper will inform workers about the procedures and policies that guide the cleaning process of rooms.
This section of the housekeeping department contains 100 employees. These said the following organizational chart can be depicted as shown below:
Figure  SEQ Figure \* ARABIC 1: Organizational Chart for the Housekeeping Department<...