Programme: BSc (Hons) International Hospitality Management
ASc International Hospitality Operations
BBA (Hons) International Hospitality Management
ABA International Hospitality Management
Course Title: Housekeeping Operations
Course Code: HKOP101
Credit hours: 3
Prerequisite/s: Nil
Co-requisite/s: Nil
Hours Breakdown:
Lectures/Tut/Site Visits: 40
Directed Learning: 25
Self-Managed Learning, Project/s & Assignment/s: 65
Exam/s: 5
Total Hours: 135
Lecturer/s: Angela Anthonisz
Tel Ext: 5156
Lecturer’s email address: Angela.Anthonisz@emiratesacademy.edu
Course Rationale and Description
The housekeeping department in a hotel is often one of the most diverse in terms of
the skill set needed to ensure both efficiency and effectiveness while maintaining
hotel standards and meeting guest expectations.
In addition to helping students to
understand the importance of this department within a hotel the module will develop
students’ skills in many of the basic operational functions such as budgeting,
organisation and staffing. A range of site visits then allow students to develop their
knowledge of how these are then put in to practice. In addition to the operational
elements of the department students will also develop an appreciation of the wider
remit that can be involved in housekeeping at larger resort hotels, such as uniform
and room design, floristry and pre-opening. On successful completion of the course
students should be able to make a valuable and informed contribution to the running
of a housekeeping department at supervisory level.
Teaching and Learning Philosophy
At EAHM we provide a unique service to our students and have become one of
the top leading academic institutions internationally. In order to maintain that
competitive advantage we conduct our classes in smaller groups enhancing the
relationship between the facilitator and the students and allow us to offer a more
personalised service to our students.
Independent thought is vital for the development of each student and this is achieved
through a combination of in-class discussions and role-plays based on different
scenarios. Classroom sessions are supplemented by input from industry guest speakers
in the field of operations and housekeeping, and through visits to hotel facilities in the
area.
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For the students to achieve the objectives of this module, the facilitator acts as a
guide and as an organizer. The facilitator has the responsibility to deliver and monitor
practical sessions; to deliver the theoretical background of the module based on
different concepts, and to act as an advisor so th at students feel comfortable.
Contact with students should be in a professional manner without forgetting the
element of fun and enjoyment. The facilitator incorporates the above skills and
attitude for the completion of a higher standard of education for the students.
Intellectual development is an expected result that will assist the students to
develop further in the area of the Rooms Division, allowing them to take what they
have learnt and put it into practice later in life. As a facilitator, constant research
and reading updates in the field are essential to highlight current practices within
the industry. The operational aspects within the field are also highlighted and
explained to students throughout the module. This is achieved through utilising real life examples and situations.
As a result case studies, examples, scenarios, presentations and exercises are used
to facilitate the students learning process and the achievement of the goals and
completion of this module learning outcomes.
Contribution to Graduate Profile
1. Competently contribute to hotel operations in the operational departments of: food
preparation and service, and Housekeeping and Front Office.
2. Function as a well-rounded business professional, ready and willing for the world of
work with high levels of social competence and ethical and cultural awareness.
3. Appreciate and be committed to on-going personally professional development, and
the development of those subordinates to them.
Specific Learning Outcomes
Knowledge:
Upon completion of this course, students will know how to:
LO1.
LO2.
LO3.
Explain the management styles used in the housekeeping department and to explain
the purpose, role and areas of responsibility of a housekeeping department in a hotel
unit.
Explain the organization structure within the housekeeping department and to list
the responsibilities of an executive housekeeper, supervisor and rest of
housekeeping employees. Highlight job specifications of the various positions within
the department, highlighting the importance and need of team working amongst
employees and management. Managing housekeeping personnel and all explain the
human resources practices needed.
Understand the importance and role of planning housekeeping operations with the
use of documents and SOPs by demonstrating an understanding of the activities
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LO4.
LO5.
LO6.
LO7.
LO8.
involved alongside with operational procedures.
Identify the skills needed to effectively manage the departmental budget, inventory,
material classification and any related pre-opening operations.
Explain the importance of cleanliness and hygiene and identify the guestroom
layouts, status codes and the standard contents of a guestroom.
Understand the process of cleaning the different types of guest rooms and public
areas.
Consider the wider remit of the executive housekeeper in relation to aspects such as
room design, uniform design and preopening of a hotel.
Understand the crucial meaning of safety and security, list possible hazards for
housekeeping employees and identify ways of preventing pests into the hotels by the
use of pest control and proper waste disposal.
Skill
Upon completion of this course, students will be able to demonstrate:
LO9.
A clear understanding of the implications for effectively planning and managing a
housekeeping department.
LO10. An appreciation of the wider remit of the executive housekeeper in relation to the
running of the housekeeping department
Autonomy and Responsibility Competence
Upon completion of this course, students will be able to state the following reporting,
regulating or ethical considerations:
LO 11.
LO 12.
Appreciate the roles and responsibilities of the housekeeping department in a
hotel unit.
Understand the importance and role of planning housekeeping operations with
the use of documents and SOPs by demonstrating an understanding of the
activities involved alongside with operational procedures.
Self-Development Competence
Upon completion of this course, students will be able to demonstrate the need to continually
research and up skill the following areas:
LO 13.
LO 14.
Effective planning and management within hotel departments.
The importance of training and monitoring staff performance in aspects such
as cleaning, health and safety and inventory management.
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Role in Context Competence
Upon completion of this course, students will be able to effectively contribute to the
following activities or endeavours:
LO 15.
LO 16.
Supervision of employees and their activities within the housekeeping
department.
Contribute to the development of paperwork and SOP’s that support the
effective management of the housekeeping department.
Transferable and Employment Skills
SKILLS
PRACTICED
TAUGHT
ASSESSED
1. Written Communication
2. Verbal Communication
3. Commercial Awareness
4. Problem Solving
5. Networking
6. Planning and Organising
7. Numeracy
8. Computer Literacy
9. Time Management
10. Research
11. Team Work
12. Leadership
13. Negotiating
14. Customer Service
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Weekly Content
DAY
1.
2.
3.
4.
5.
HRS
4
4
1+
3
TOPIC/S
CONTENT
Introduction to
Housekeeping
Operations
Overview of the module, key
topics, course assessment,
deadlines, site visits and
learning expectations.
An introduction to the role of
housekeeping in relation to
running a hotel and other
facilities that require
housekeeping.
The role of the
Executive
Housekeeper
Guest Lecture – Hege Aamo
is the Resort Executive
Housekeeper for Jumeirah
and will provide students
with an overview of careers
in housekeeping, the
responsibilities of the
executive housekeeper and
the organisational hierarchy
of the hotel.
Site Visit –
Laundry
Operations (1
hour)
Lecture (3 hours)
The planning
process in the
housekeeping
department
4
Burj al Arab Site
Visit
4
Issues of
Aesthetics,
Design and
Ergonomics in
Housekeeping
The Site visit to Jumeirah
Laundry will provide
students with an insight into
the operations associated
with running and managing
an in-house laundry. The
new facilities at Jumeirah
also introduce the students
to the need for ‘Green
Approaches’ and cost
savings associated with
upgrading facilities.
READING/S
There is no required reading this week but
students are directed to the library to identify
where the housekeeping resources are
located.
Video – Housekeeping in the Cruise Ship
Industry
Reading 1 – For Discussion in Class –
‘Housekeeping the Heart of Hotels’ Hospitality
Magasine . On Moodle
Reading 2 – Chapter 1 – Casado M (2012)
Housekeeping Management
Reading 1 – Article ‘Cleaning Up, Trends in
Houskeeping’
Reading 2 – ‘Green hotels, opportunities for
success’
The lecture will discuss the
planning processes involved
in managing the
housekeeping department
Reading 1 – Chapter 5 – Raghubalan &
Raghubalan (2009) Hotel Housekeeping
Operations and Management
Students will visit the
housekeeping operations of
the Burj al Arab hotel. The
tour will cover all aspect of
housekeeping management
in the hotel and will include
a tour of the rooms and
observations of the staff
training.
Reading 1 – Handout from Burj al Arab
Guest Speaker – Hege Aamo
Discusses her role in room
and uniform design at
Jumeirah hotels and
considers the importance of
aesthetics and creating the
Reading 1 – Making Sense of the Hotel Guest
Room
Reading 2 - Assessing the Value of good
design in hotels
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ASSESSMENT
LO
None
LO1
LO11
None
LO2
None
LO6
LO8
Quiz 1
LO3
LO8
LO14
Quiz 2
Page 1
LO10
WOW factor for the
consumer
6.
7.
8.
9.
10.
11.
4
4
4
4
Students will be introduced
the issues of effectively
managing personnel within
the housekeeping
department and be
introduced to the techniques
involved in recruitment and
selection and performance
monitoring
Reading 1 – Chapter 3 - Raghubalan &
Raghubalan (2009) Hotel Housekeeping
Operations and Management
Students should review all
content to date and be
prepared for the progress
test
The progress test will last 1 and a half
hours and will consider all areas discussed
in class and on site visits
Daily Routines
and Operations in
Houskeeping
Students will consider the
daily routine attached to
running and manging the
housekeeping department
and will consider the range
of room status issues that
may affect the smooth
running of the day. Students
will also consider the issues
of inventory control of room
amenities.
Reading 1 – Chapter 10 – Jones (2008)
Professional Management of Housekeeping
Operations
LO5
LO12
LO16
Opening and PreOpening a Hotel
Guest Lecturer Hege Aamo
discusses the implications
for the opening and preopning of a hotel in a range
of international contexts.
Challenges including
procurement, staffing,
creating SOP’s inventory
control and maintaining
standards.
Students should use this time to prepare for
their group presentations
Quiz 3
LO3
LO4
LO9
LO12
Students wil be expected to
demonstrate a clear
understanding of room
design, the implications for
housekeeping, the use of
ergonomics in terms of
layout and health and safety
and an understanding of
aesthetics in relation to
demand from the consumer
Students should have conducted indepedent
research in support of their presentation
Group
Presentations
Students will consider the
importance of inventory
control and budgeting in
relation to managing the
housekeeping function.
Students will be provided with a range of
activities and exercises to work on in class and
to practice in advance of the final exam. All
mini cases and answers will be posted on
moodle
People
Management in
Housekeeping
Review
4
4
Hotel Inventory
Control and
Budgeting
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LO2
LO14
Progress Test
Quiz 4
Page 1
All
LO’s
to
date
LO6
LO10
LO3
LO4
Discussions of par, cross
charging expenses, the
different types of budget
and the need for inspection
and monitoring will be
combined with in class mini
cases that allow students to
practice relevant
calculations on stock
ordering, wages and linen
control.
12.
4
Revision
Students will review all
content covered since the
progress test in week 7
Final Exam
Teaching and Learning Strategies
The course is delivered through a combination of lectures, in-class discussions, visits and
guest lectures and students are expected to be on time and appropriately attired on every
occasion. Please note that the following guidelines will be maintained during the course:





You should take notes during site visits and during guest lectures as there may be
questions in the final exam on the information you receive.
Students will be marked absent from the class if they are late arriving.
Students should be appropriately attired at all times and will be marked absent if
standards are not adhered to.
Students who are absent from class must take responsibility for catching up with all
work missed.
Late submission of work will be penalised in accordance with academic policies.
Format, Policies and Procedures
The course will be delivered using a combination of lectures, in class discussions, guest
lectures and site visits enabling students to develop an appreciation of the operational
aspects of managing a housekeeping department and place these within the context of a
real work environment.
 Students are responsible for the completion of all reading assignments prior to class.
Prior preparation is important for meaningful classroom discussions.
 Students are expected to assist in maintaining a classroom environment which is
conducive to learning.
 In order to assure that all students have an opportunity to gain from the time spent
in class, students will be prohibited from using cell phones and beepers, making
offensive remarks, sleeping, reading newspapers (online) or any non-class related
materials, online instant messaging, or engaging in any other form of distraction.
 Inappropriate behaviour in the classroom will result in, at least, a request to leave
class.
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All LO
since
midterm



Students are expected to arrive on time for class and remain for the entire class
period.
Habitual lateness and/or leaving the classes early (for whatever reasons), are
evidence of very low commitment.
Any student who, because of appropriate extenuating circumstances, may require
some special arrangements in order to effectively meet course requirements should
contact the instructor at the beginning of the semester to make necessary
accommodations.
Attendance
Attendance for this course is compulsory. If a student accumulates 3 unexcused absences
he/she will be automatically withdrawn/ failed from this course.
Attendance will be
recorded at the beginning of each hour, in accordance with Academy policy.
It is particularly important that all students attend site visits and maintain a professional
attitude during the entire duration of the visit.
Assessments, Weighting and Deadlines
Your grade in the course will be based on both your individual and group efforts and
performance.
Participation (10%)
Students will be awarded an overall grade for the trimester which is linked to attendance in
class and on-site visits, professionalism during site visits and guest lectures and completion
of pre-set class work and activities. Each absence from class will incur a 5% deduction from
the final grade. Unprofessional behaviour during a site visit or guest lecture will incur a
10% deduction from the final grade. Failing to complete class work and activities as
directed by the tutor will incur a 5 % deduction from the final grade.
Coursework (50%)
Quizzes (10% in total)
Group Project (20%)
Progress test (20%)
Final Exam (50%)
Grading Rubrics
Group Project (20%) – Assessment Outline
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Group Size – 4/5 students
Recent trends in the hotel industry have seen a growth in hotels developing smaller rooms
for guests that provide all of the amenities a guest requires but in a smaller space and at a
cheaper price. In order to compete and maximize revenue hoteliers have adopted a range
of approaches to make smaller rooms more appealing. With this in mind you are to design
and develop a hotel room concept. This should be thought through in terms of star rating,
theme, location etc. Your hotel room concept can be located anywhere in the world and
should consider the competition in the destination and how you can differentiate yourself as
a unique offer to the consumer. Your concept should consider the following aspects:
Room Design – Use of space, ergonomics, layout, use of furniture, room dimensions,
guestroom supplies etc.
Room Concept – Use of colour, lighting, textiles, soft furnishings, floor coverings,
finishings, window treatments, flower arrangements etc.
Target Market – How does your room design reflect the target market you are trying to
attract; have you had to add any specific touches to attract your target market; what price
do you anticipate charging for the room you have designed? Does your room design give
you a particular selling point that the competition does not have? Target markets can be
more general such as business or leisure travellers or they can be specific to a niche market
and tailored to specific interests.
Implications for Housekeeping – Does your design present any special challenges or
advantages for the housekeeping department in terms of cleaning? You should think about
the issue of manoeuvrability in a small space and look at some of the new innovations in
terms of storage, technology, etc.
Room Format – your room format can be designed in any way you like but must not
exceed 350 square feet (32.5 square meters). This includes the bathroom space.
Financial Breakdown – There is no budget limitation for your hotel concept but you
should provide costs for the main items in terms of fixtures and furnishings. Based on your
refurbishment cost and the room prices of the competition you should be able to provide an
outline price for your room.
Your overall concept should be as complete as possible and this can only be achieved
through research on trends in hotel design and looking at areas such as tourist numbers
and consumer preferences.
Your room design should be presented via a power point presentation or through prezi and
through the development of a ‘mood board’ or design portfolio which shows sketches and
images to support your design.
You should present your room design via a 15-minute group presentation.
should actively participate in the presentation.
All students
Your presentation should be supported with an appropriate reference list which should be
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attached to the back of a copy of your power point slides and handed to your tutor prior to
your presentation. Your reference list should demonstrate a range of research and should
NOT be made up of a list of website information.
Example Room Format
Assessment Milestones
Week 3 – Student Groups to be confirmed with your tutor.
Week 5 – Group Designs to be confirmed with your tutor. You should be able to provide an
outline of your concept at this stage. This should include location, proposed theme, star
rating, target market and any other information you consider to be important in explaining
your ideas.
Week 7 – Having reviewed your idea you should provide the tutor with a 2 sided A4
summary and a reference list with at least 6 references. This should be given to me at the
start of the lecture in week 7.
Week 10 – Presentation Deadline. These will be scheduled in the tutorial sessions this
week. Please come to class with a copy of your slides, a complete reference list and your
peer evaluations.
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Grading Criteria
Element
Introduction
Maximum
Marks
5
Room Design
10
Room Concept
15
Target Market
15
Implications for
housekeeping
Room Format
10
Audio Visual
Materials
10
Mood Board /
Design Portfolio
10
Innovation and
Creativity
Conclusions
5
Research and
Referencing
Total Marks
5
5
10
Criteria
Group Members Introduced. Presentation Objectives
Identified. Overview of what the presentation includes.
Use of space, ergonomics, layout, use of furniture, room
dimensions, guestroom supplies etc.
Use of colour, lighting, textiles, soft furnishings, floor
coverings, finishings, window treatments, flower
arrangements etc.
Clear awareness of target market. Pricing strategy, USP
and level of Competition for the selected market.
You should be able to identify any issues that may affect
the process involved in cleaning and servicing the room.
The room layout with rooming dimensions clearly
identified. These should not exceed the allocated room
space.
Good use of prezi or PowerPoint with key information on
slides, minimal errors and clear progression
Your mood board or portfolio should be effectively
utilized with clear information, good use of images and
other materials to create a 3D aspect to the concept
The room concept demonstrates original thought and
use of creative ideas to overcome space issues.
Effective Summing Up of the Presentation and Clear
Justification for the choice of room.
Clear evidence of research in support of your
presentation. This should demonstrate wider reading
and should contain a minimum of 12 references.
100
Methods for Monitoring and Authenticating Student Work


Unless stated otherwise, students are required to read assigned chapters and case
studies prior to class and be prepared to participate.
If you find yourself having any difficulty with any aspect of this course, please
discuss the problem with the instructor immediately. Most difficulties can be easily
solved through discussion. This approach will assist the instructor in responding to
your needs and improving the course.
Academic Integrity
Each student in this course is expected to abide by EAHM’s Code of Academic Integrity.
Plagiarism, in any form is not permitted, and correct referencing policy should be followed
at all times (Harvard).
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Learning Resources
Required Readings/s
There is no set text for the course. Students will be required to read all materials, cases,
lecture slides, journal articles and chapters provided on moodle. These readings support
the course content and where necessary may link to additional learning resources available
online. You should, wherever possible supplement these with your own research.
Suggested Reading/s








Casado, M.A. (2012). Housekeeping Management. 2nd Ed. New Jersey: Wiley & Sons.
Jones, T. A. J. (2008). Professional Management of Housekeeping Operations. 5th Ed.
New Jersey: Wiley & Sons.
th
Gray, W. S., Liguori, S. (2003). Hotel and Motel Management Operations. 4 Ed. New
Jersey: Pearson
Nitschke, A. & Frye, W (2008). Managing Housekeeping Operations. 3rd Ed. Michegan:
American
Hotel and Lodging Educational Institute
rd
Rutherford, D.G. (2002). Hotel Management and Operations. 3
Ed. New York:
Wiley & Sons.
Journals:
Articles from academic journals and periodicals are highly recommended. While some
of these reading/reference materials will be posted on the intranet under the
Rooms Division Operations I folder the students will be required to seek
additional material from the library/on-line sources such as The Rooms Chronicle
Journal, The Executive Housekeeper Magazine, and/or the Middle East Hotelier.
Students are expected to keep abreast with all reading/reference material and
updates with the latest industry trends in the lodging industry.
Websites:
http://www.ahla.com
http://www.hospitalitynet.org
http://www.hotel-online.com
http://hotelnewsnow.com
http://www.hotelmotel.com
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