Housekeeping operational reviews – what's involved and what are the benefits?

Having recently returned from a 7-year stint at JW Marriott and The Ritz-Carlton Macau, Liz is now available to conduct Housekeeping Department Operational Reviews.

SO HOW DOES IT WORK AND WHAT ARE THE BENEFITS?

Step 1 – Consultant conducts a 6-day visit with a 3-day audit and review of all housekeeping operations including: -

• Management concerns within the housekeeping operation.

• Guest rooms setup and quality scores on random room checks.

• Defects and coordination with Engineering. Room cleaning process including sequence of cleaning.

• Review of guest complaints with analysis into why these complaints are happening.

• Manning – current and optimal manning requirements. Manning structure, Housekeeping Management overview.

• Training of the team, review of all training in place.

• Policy and Procedure review.

• P&L review – costs, current and recommendations.

• Linen operations – current quality and par stock levels.

• Public area cleaning and operations, overnight cleaning. BOH areas.

Step 2 – After the three days, verbal review with Management and suggestions on how to proceed, remaining three days to implement most urgent needs for the team so they can get started.

Step 3 – Completion of full report on the operational review with all issues and challenges listed and a comprehensive list of recommendations with plans for one month, three months and annual suggestions.

Step 4 – Second visit review suggested after 1-2 months later with 3-7 days additional support for the implementation of the recommendations.

Step 5 – Regular ongoing reviews to ensure all recommendations are implemented, new issues are addressed, and 2-day audit conducted to ensure all is on track.

The ongoing reviews are important to ensure the Housekeeping Management team have a clear plan forward, they need to know and understand goals and can achieve these goals with tools and tips given by the Consultant.