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Operational Planning

Operational Planning. Opening the House & Standard Operating Procedures. Operational Planning.

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Operational Planning

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  1. Operational Planning Opening the House & Standard Operating Procedures

  2. Operational Planning • The subject of planning for the opening of a hotel has thus far included staffing, scheduling, preparing job descriptions, using materials (e.g., supplies and equipment), and hiring, orienting, and training employees • These above includes the “who,” “what,” and “when” of planning • Procedures for ‘how’ things are to be done remains to be established

  3. Operational Planning • Since housekeeping duties are largely routine, the use of FORMS is an excellent way to communicate how things are to be done (direction & control) • Standard Operating Procedures are documents that describe how tasks (routines) are to be done

  4. Operational Planning • What is in a Standard Operating Procedure S.O.P.? • Begins with a simple statement of policy • Followed by paragraphs indicating directives, procedures, explanation of forms, records to be kept, positional responsibilities, and coordinating relationships

  5. Operational Planning • One of the most common routines in housekeeping is the day-to-day delegation of the task of room cleaning to the staff; this is called “opening-the-house” • What are the events that take place during the opening of the house? • Front desk provides housekeeping with the “Night Clerks Report to Housekeeping” • This information is transferred to the “Supervisor’s Daily Work Report” • If there is a section on the “Supervisor’s Daily Work Report” that does not have a GRA assigned to it, those rooms are assigned to other GRAs • Then the information is transferred to documents for the individual GRAs

  6. Operational Planning • Opening the House: • Who picks up the “Night Clerk’s Report” and transfers the information to what? • What does the “Supervisor’s Daily Work Report” contain? • What is an “open section”? • What is a “pickup room”? • What does the “GRA’s Daily Report” contain? • Who transfers information to the GRA’s Daily Report?

  7. Operational Planning • What role does the “Table of Personnel Requirements” and the “Tight Schedule” play in opening the house?

  8. Operational Planning • Other suitable subjects for Standard Operating Procedures (SOPs) include: • Daily routine • Night activities • Key control • Lost-and-found operations • Inventory control procedures • Linen-handling procedures • Time card control • Dilution control for chemicals used in cleaning

  9. Operational Planning • Inspection checklists • Standards of performance • Maintenance work-order program • Control of guest loan items

  10. Operational Planning • In addition to SOPs, management can also delegate by making a simple statement of what the results should be if a task has been completely properly, and by setting written performance standards as described in chapter one. • The intention of SOPs is not to stifle creativity or initiative. Employee should be rewarded if they can come up with a better method.

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