The hotel's flooring department aims to keep all areas and rooms of the hotel in perfect condition, for which it must carry out a rigorous control of everything related to cleaning and maintenance. Based on a Cleaning and Disinfection Program, it organizes the work that must be completed daily and guaranteed with the required quality, where the review is an important factor in favor of the client's interests and the optimization of the provision of services, so that To be successful, the supervisor must carry out his work effectively, combining demanding with persuasion and teaching.
Introduction
Who is the supervisor in a hotel facility ?:
• It is the person in charge of inspecting and controlling the work of their subordinates, with the aim of correcting, improving and raising the quality of their work and at the same time providing an excellent service, this is done in a planned, organized way, using methods to teach, demonstrate, persuade, etc.
• The supervisor must be a person capable of directing combining demanding with persuasion and teaching.
Its objectives are:
• Priority: Guarantee that the client finds everything in perfect condition.
• Secondary. Check that quality standards are met through continuous reviews.
You must possess qualities and personal characteristics that distinguish you, such as:
• Be honest, organized and demanding.
• Offer good treatment, a smiling and communicative face.
• Serene.
• Must have a sense of responsibility and discipline.
• Empathic.
• Have a spirit of justice and fairness.
• Ability to control.
• Impeccable personal presence.
• Ability to:
- Understand with others, to solve problems, observation.
- Knowledge:
- Technical, idiomatic, cultural.
- The use, distribution and exploitation of all resources.
- Of the internal and legislative regulations.
- Of control systems, discipline and work standards.
- Ability to: instruct, make decisions, to be a leader, communicate, economize, among others.
- Learn to be and feel like a supervisor: absolute mastery of the activity.
Its fundamental mission is to check the cleanliness of the assigned areas, to ensure that everything is in perfect condition.
Among its functions we can mention:
• Distribute and control the means necessary for the performance of the functions of the personnel under his command.
• Report, review, check and demand quality in the repairs carried out for maintenance.
• Systematically evaluate the work of your subordinates.
• Substitute the housekeeper and her assistant if necessary.
• Remain in your area to solve the assigned work and not leave it before your subordinates.
• Prepare the established documents.
• Report any irregularities to your superiors.
• Require their subordinates personal appearance and compliance with the schedule.
These functions are general but in specific hours or areas: floors, or noble areas, or at night those that are necessary for their performance are added.
Your daily work planning must be in correspondence with the resources available according to the area, for this you will take into account the occupational status of the facility, the personnel available for the day and the material resources necessary to carry out the cleaning.
To be successful, the supervisor must organize the work effectively, based on a correct distribution of the workforce and review the result of the same.
Development:
The hotel's flooring department aims to keep all areas and rooms of the hotel in perfect condition, for which it must keep a rigorous control of everything related to cleaning and maintenance.
The cleaning supervisor reports directly to the housekeeper, and will have at his command a team that includes different jobs such as: glaziers, polishers, area cleaners, chambermaids and sashes in rooms.
Monitoring or review:
• It consists of inspecting the quality or result of the service provided, planning, controlling and evaluating this work based on hotel management and unifying, readjusting and taking the corresponding measures in favor of the client's interests and the optimization of the provision of services.
The processes in this department have to be developed, communicated and controlled.
It could be as follows:
Developed.
Identify the process with a name:
• Process: Cleaning the rooms: bedroom, bathroom
• Objective: Eliminate all dirt and microorganisms.
Prepare the bedroom and bathroom of the room for the entry or stay of a client.
Assignment of responsibilities. Ex.: Who will clean the rooms, the bedroom and bathroom and supervise them.
Identification of available resources. Example: With what materials will the cleaning be done.
Description of the activities that make up the process. Eg: make the beds, clean the dust.
Explanation on how to carry out the tasks.
Example: The dust begins to be cleaned by the highest surfaces.
Drafting the text of the process in a clear, concise and easy to understand way.
Description of the activities that make up the process. Eg: make the beds, clean the dust.
Releases:
• Make the personnel aware of the processes of the different operations.
• Agree before applying it.
• Involve all staff to achieve successful results.
Controlled:
• Control is not made on the results of the process but on the process itself, which helps prevent defects and work defects that can affect the final quality.
Example:
• The cleaning of the rooms is checked when the maid is doing it.
• Rooms already finished are checked.
• The controls are carried out in a way: visual, verbal, written.
• For the revision of the rooms a model is necessary where the revisions carried out are noted daily.
Review of processes
The customer who enters a hotel room for the first time must feel the sensation that he is opening it, that is why he has to take care of every last detail inside the room. This review must be done meticulously.
The processes must be reviewed to proceed to:
• Determine if they are effective, if they have been met as scheduled.
• Improve them, to adapt to those customer needs that had not been detected before, or to apply more efficient and productive methods.
Process evaluation:
One of the evaluation elements is the supervision sheet since it allows obtaining the results, if not in time this can cause a series of difficulties for the success of the company.
These have serious consequences such as the loss of customers, prestige, materials and money.
Based on a cleaning and disinfection program, it organizes the work of the department, it must take into account: Area to be cleaned, object, furniture or equipment.
• Work shift.
• Opening hours.
• How often or how often.
• How do you clean? Method to be used.
• Cleaning method.
• Who cleans?
• What to clean with. Means to be used: products, tools, protection.
• Type of surface to be cleaned.
Planning and monitoring cleaning programs is key to ensuring good hygiene in the hotel establishment.
• For supervision:
The supervisor must have working means that effectively guarantee the review, for this he will have:
• white cloth, clipboard, models, tape measure, thermometer, pocket mirror.
• Keys in premises that require it.
Locate the waitress in the area under supervision
Carry out the method of travel and in a circular way, so there is nothing left to review.
Keep in mind the type of supervision to be carried out.
The supervisor will use the senses of: smell, (to perceive odors of seafood, tobacco, used clothing, among others), touch, (touch surfaces, if it is soft or rough), sight (to carefully observe each element), the ear (to listen to some unnecessary noise).
It is essential to use the supervision model where everything that is reviewed is noted.
Model data to monitor by description or default:
• Date
• Supervisor
• Waitress
• Area or room
• Items to check- Description or defect.
• Evaluation
• Observations
• Signature of the waitress
• Signature of the supervisor.
Many facilities use a model in which each of the elements that make up the different areas to be supervised is reflected in an organized way, it is a check list, practical and quick review support in case of a new supervisor it is feasible, in addition to draw very positive conclusions about cleanliness.
Example of checklist.
Lobby area checklist
Description of EBM evaluation observations
Lobby
Doors (locks, frame, identification)
Ceilings and walls
Marquetry
Floor and baseboards
Furniture (placement)
Ashtrays
Elevators
Telephones and booths
Stairs
Tourism Bureau Area
Ornamental plants
Floral arrangements
Bath
Doors (locks, frame, identification)
Floor and baseboards
Toilets and sinks
Mirrors
Equipment
Dispensers and toilet paper
Flower arrangements
Types of Supervision You Can Use:
• General: It is the way to inspect a target using the tour method. It can be used in check-out rooms, in rooms for VIP guest entrances, in assigned areas for events, in areas with a general cleaning schedule, etc.
• Specific: It is carried out by inserting it into the general supervision, it consists of inspecting a new objective every day.
-It can be used by cleaning product that is new in the installation, by some indication of a supervision carried out previously and recommendations were left, planning of general cleaning and each day has something specific to clean in detail.
It can be done in rooms occupied for different reasons, in clean empty rooms, etc.
The hotel will have a review system in which other managers can participate, they are classified as:
• Random: In them, some rooms of each chambermaid are reviewed to assess their work and at the same time know the general state of cleanliness.
• Alternatives: Assign room floors to heads of other departments. These are trained. Their vision is for customers.
They do not know the situation of the day in the department. They prepare a report
• Tours of the house: This can be done by the duty manager, general manager, accommodation manager, process manager, quality manager, they must take note of incidents of cleaning, maintenance and other aspects and write a report on it.
• Reviews are also the best control system because they allow you to check the result of the work carried out and are a guarantee of quality.
The maid will comply with 3 phases in the operations she carries out to clean the rooms and premises within the hotel.
Phase 1: Entry.
Aeration, checking, lighting, inspection and collection.
Phase 2: Cleaning of ceilings, walls, windows and doors, furniture and equipment.
Phase 3. Conditioning: provision as established.
Its review will take into account the following aspects that can be applied in the different phases.
Physical state
Functioning.
Cleaning.
Endowment.
Setting.
From the results obtained, the technical skills of the waitress can be assessed.
Room supervision:
Significant aspects in the review:
• Established endowment that is complete and its placement: Lingerie, stationery and complementary items.
• Assortment of minibars.
• Shining mirrors, crystals, metals…
• Odors.
• Cleaning of surfaces, ceilings, walls, doors, windows, objects, furniture, equipment.
• Acoustic isolation.
• Organization of the closet.
• Attractiveness of the decorative elements: flower arrangements, ornamental plants.
• Alignment of furniture.
• Curtain folding.
• Operation of systems and equipment.
• Supply of hot water over 50 degrees.
• Signs.
• Controls of the service provided.
• Compliance with standards.
Area supervision
• Significant aspects in the review:
• Odors
• Furniture organization.
• Placement of signage.
• Shining crystals, mirrors, metals…
• Care of flower arrangements and ornamental plants.
• Cleaning of surfaces, ceilings, walls, windows, objects, furniture, equipment.
• Operation of systems and equipment.
• Complete provision of bathrooms and premises.
• Compliance with standards.
On a daily basis, the supervisor will review the work of each of the workers under his command, for this he must comply with a number of steps:
Steps for the waitress job review:
I. Presentation of the waitress to the department.
Entry at the established time.
Proper use of the uniform
Information meeting.
Presence of the waitress at the time the information meeting is offered on the hotel's occupational status, priorities of the day, incidents that may have an impact on the day's work.
The waitress receives reports, keys, staff, supplies and products.
II. Work organization
• Assembling the trolley.
• Updates the report and informs the occupational status.
• Clean hallways and stairs.
• Organize the office for the day's work.
• Check the inventory.
III. Execution
• Clean rooms according to occupational status.
• Clean areas and premises.
• The supervisor in this step performs:
• cleaning supervision, where the waitress is observed cleaning, and demonstrations are made if necessary.
IV. Pickup
• The waitress:
• Cleans landfills, corridors and stairs, cleaning tools and means, office, disassembles the car, inventory.
V. Termination:
• The waitress:
• Delivery of lingerie, keys, reports, forgotten objects, incidents are noted, gifts from the customer are shown.
• Departure of personnel.
Book signing, receive the receipt to collect the gifts.
The supervisor conducts the evaluation of the day's work.
This same format should be used for the jobs of area cleaners, glaziers, polishers, etc. Taking into account the functions to be fulfilled by each one.
The importance of the cleaning review carried out in the hotel is given because it affects:
• The productivity and efficiency of the personnel performing the service.
• The quality of the products used and the rationality of their use.
The optimal exploitation of the technology available for cleaning.
• General cleaning and maintenance costs.
• Functional safety.
• The work climate.
• The image of the installation.
Conclusions
Cleanliness and hygiene are obviously first order objectives in any Hotel. Dirt and sloppiness provide depressing images that the customer immediately appreciates. Additionally, the lack of cleanliness damages and deteriorates the important investment that the company has in the establishment.
Cleaning raises several problems that must be resolved in a stable and continuous way, with an adequate schedule. Therefore, in the cleaning area, things should not be left to chance and it must be ensured that the staff who attend the cleaning service has sufficient professional capacity and knows the most current techniques.
A supervision protocol is the necessary tool to guarantee a high level of quality in the product that is offered and the service that is provided, but also to be a starting point to work on improving each task, ultimately to correct those defects that arise before the client detects it and makes a complaint about the service, productivity and the best use of human and material resources depend on their preparation, allowing the search for the best systems and solutions.
Bibliography
Hotel housekeeping department. Systems and processes. Olmo Garre, María José.
López Collado, Asunción. The governess. Hotel manual. Madrid 1990.
Collective of Authors. Hotel Management. Balcón Editions. 2007.
Chain manuals and procedures.
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