Accomodation operation. Russian classification system (star rate). Org chart, job profile, SOP

1. ACCOMODATION OPERATION

1. Introduction
.
Russian Classification system (star rate).
.
Org chart, job profile, SOP.
.
Organization and areas of responsibility.
.
Duty roster.

2. What is housekeeping?

Introduction
What is housekeeping?

3.

Introduction
Hotel
influencers
Owner
Operator – company standards
Country laws & regulations
International laws & regulations
Additional considerations (religious, region
specific, cultural)

4. Star rate - 0

Russian Classification system
Star rate - 0
Clean and simple

5. Star rate - 1

Russian Classification system
Star rate - 1
Simple and laconically

6. Star rate - 2

Russian Classification system
Star rate - 2
Comfort and basic service

7. Star rate - 3

Russian Classification system
Star rate - 3
Standard requirements

8. Star rate - 4

Russian Classification system
Star rate - 4
Full cover of traveler needs

9. Star rate - 5

Russian Classification system
Star rate - 5
Design beyond expectations

10. Group task!

Russian Classification system
1
Group task!
3
2

11.

Russian Classification system
To do at home!
Room types
Room size Rooms
number
Prepare room types matrix comparison as follows*:
Kitchenette
Bed size
Guest
toilet
Suite
Apartment
Deluxe
Junior Suite
Studio
First category
*Complete task is accepted by email 48 hours prior to the next lesson.
Towels
number

12. Hotel organizational chart

Org chart, job profile, SOP
Hotel organizational chart

13. HSK organizational chart

Org chart, job profile, SOP
HSK organizational chart
Organization influencers:
Hotel size
Market position
Star rate
Owner expectation

14. HSK SOP

Org chart, job profile, SOP
HSK SOP
One process = one SOP
Simple
Specific
Sequence
Evaluation

15. Department organization

Organization and areas of responsibility
Department organization

16.

Organization and areas of responsibility
Areas of responsibility
Rooms
Room cleaning
Guest requests
• Lobby, reception / concierge, lifts & corridors, staircases, toilets, parking, beach, SPA
• Offices
Public Area • Events’ venues
• Rooms / guests’ order
• F&B
Laundry • Uniform
Coordinator
Give assignments
Coordinate with other departments
Answer guests’ calls

17. Planning a duty

Duty roster
Planning a duty
• A plan of daily
work, that have to be
done to remain
cleanliness of each
area.
Daily
schedule
Frequency
schedule
Maintenance
schedule
areas, times, staff,
equipment, materials
• A schedule that
indicate how often each
item on an area to be
cleaned or maintained.
• Activities related to the
general upkeep of the
property that are
initiated through a
formal work-order.

18.

Duty roster
LEGEND
9:00-18:00 - office hours
7:00-15:00 - morning shift
15:00-23:00 - evening shift
23:00-07:00 - night shift
Public holiday
OH
M
E
N
PH
March
Occ, %
Arrivals
Departures
Stayover
HSK
Ex HSK
Asst Ex HSK
Floor Supervisor 1
Floor Supervisor 2
Floor Supervisor 3
Floor Supervisor 4
Room attendant 1
Room attendant 2
Room attendant 3
Room attendant 4
Room attendant 5
Room attendant 6
Room attendant 7
Room attendant 8
Room attendant 9
Room attendant 10
PA
PA attendant 1
PA attendant 2
PA attendant 3
PA attendant 4
PA attendant 5
Laundry
Laundry Supervisor
Laundry attendant 1
Laundry attendant 2
Laundry attendant 3
Uniform / Linen attendant
Mon 04 Tue 05
Wed 06 Thu 07 PH Fri 08 Sat 09
Sun 10
75%
80%
82%
85%
100%
100%
73%
15
21
20
27
36
8
12
12
20
21
23
33
10
42
149
159
163
169
199
199
145
OH
OFF
M
E
N
OFF
OFF
OFF
M
M
OFF
OFF
E
E
N
OFF
OH
OFF
M
E
OFF
N
M
OFF
M
E
M
E
OFF
OFF
OFF
N
OH
OH
M
E
OFF
N
M
M
OFF
OFF
M
E
E
OFF
OFF
N
OH
OH
M
OFF
E
N
M
M
OFF
OFF
M
E
E
E
N
OFF
OH
OH
M
OFF
E
N
M
M
M
M
M
E
E
E
E
N
OFF
OH
OFF
M
E
N
M
M
M
M
OFF
OFF
E
E
E
N
OFF
M
OFF
E
N
OFF
OFF
M
M
M
M
E
OFF
E
E
N
OFF
M
OFF
N
E
M
OFF
OFF
N
E
M
OFF
N
OFF
E
M
M
N
OFF
E
M
M
N
E
OFF
M
M
N
E
OFF
OFF
M
N
M
E
OH
OFF
E
M
OFF
OH
OFF
E
M
OFF
OH
M
OFF
E
OH
OH
M
OFF
E
OH
OH
M
E
OFF
OH
OFF
M
E
OFF
OH
OFF
M
E
M
OH

19.

Duty roster
Group task!
Describe area of responsibility, working place, reporting and duty roster of following:
1) room supervisor, 2) laundry attendant, 3) assistant executive housekeeper.
1
2
?
3

20. Resume

Introduction
Resume
1. Introduction to Accommodation operations – what is HSK about and influencers.
2. Russian Classification system: star rate.
3. Hotel & HSK org chart, influencers. How to prepare and use SOP.
4. Organization and areas of responsibility – how to plan the day.
5. Duty roster – how to plan the staff.
6. Home task - 48 hours prior to the next lesson!
?