CENTRAL TEXAS COLLEGE
HAMG 1342
GUESTROOM MAINTENANCE
Semester Hours Credit: 3
INSTRUCTOR: _____________________
OFFICE HOURS: ____________________
I.
INTRODUCTION
A. One of the most challenging departments within the hotel industry to manage is the
housekeeping department. Each student will be able to distinguish the scientific
applications within the housekeeping department with emphasis on profitability
through payroll savings and inventory controls. In today’s housekeeping
environment, the human resources challenge is of paramount importance. This
course will address creative ways in which to fill our employment needs and also
present a detailed format in the proper methodologies to clean all aspects of a hotel
operation. And finally, this course presents a systematic approach to managing
housekeeping operations in the hospitality industry.
B. This course, HAMG 1342 Guestroom Maintenance, is a required course in the Hotel
Management Specialization Degree Plan.
C. This course is occupationally related and serves as preparation for jobs in the Hotel
Management Specialization Degree Plan.
D. Prerequisites: None
E. Alphanumeric coding used throughout this syllabus denotes integration of the
Secretary’s Commission on Achieving necessary Skills (SCANS) occupational
competencies (CA, C1, 2, B, etc.) for this course. The instructor will ensure the
designated SCANS competencies and skills are addressed in the course. A detailed
description of each competency/Skill is contained in “A SCANS Report for America
2000,” Executive Summary is furnished.
11/2009
II.
LEARNING OUTCOMES
Upon successful completion of this course, HAMG 1342, the student will:
A. Describe the role of the housekeeping department in hotel operations, and explain the
importance of effective communication between housekeeping, the front office, and
the engineering and maintenance division.
B. Identify typical cleaning responsibilities of the housekeeping department, and explain
how area inventory lists, frequency schedules, performance standards, and
productivity standards are used to plan and organize the housekeeping department.
C. Apply techniques to develop and improve human resources skills in recruiting, skills
training, scheduling, and motivating. Techniques addressed include identifying
sources of labor from non-traditional labor markets, implementing the four-step
training method, developing a staffing guide, adopting alternative scheduling
methods, and motivating the housekeeping staff.
D. Manage inventories of recycled and non-recycled items. Techniques addressed
include establishing pars for different types of inventories, taking physical inventory,
and implementing effective inventory control procedures.
E. Control expenses in the housekeeping department by using the operating budget as a
control tool, tracking expenses on the basis of budgeted cost-per-occupied-room, and
implementing efficient purchasing practices.
F. Explain the safety and security needs of hospitality operations, how safety and
security issues effect housekeeping personnel, what the executive housekeeper’s
responsibilities in relation to the federal government’s OSHA Hazard Communication
Standard, and know how to develop a hazard communication program for the
housekeeping department of a hospitality operation.
G. Describe the managerial skills necessary to efficiently operate on-premises laundry
operation (OPL). Skills addressed include planning the physical layout of the laundry
operation, developing procedures for laundering different fabrics, organizing the flow
of linens through the laundering process, operating typical machines and equipment
used in laundry operations and staffing the OPL.
H. Develop procedures to ensure efficient and cost-effective use of labor and supplies in
relation to guestroom cleaning.
I. Develop procedures for public area and other types of cleaning.
J. Develop selection criteria for ceiling surfaces, wall coverings, furniture, and fixtures,
as well as cleaning procedures and general care guidelines.
K. Develop selection criteria for beds, linens, and uniforms.
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2
L. Distinguish the basics of carpet and floor construction, the types of equipment used in
carpet and floor care and typical carpet and floor cleaning methods.
III.
SCANS COMPETENCIES:
The following Scans competencies and foundation skills will be covered in this course:
1. Competencies
a. Resources
(1)
(2)
(3)
(4)
Time (CA1)
Money/Budget (CA2)
Materials/facilities (CA3)
Human Resources (CA4)
b. Interpersonal Skills
(1)
(2)
(3)
(4)
Teamwork (CB1)
Teaches others (CB2)
Leadership (CB3)
Cultural diversity (CB6)
c. Information
(1) Acquires/evaluates (CC1)
(2) Organizes/maintains (CC2)
(3) Interprets/communicates (CC3)
d. Systems
(1) Understands (CD1)
(2) Monitors/corrects (CD2)
(3) Improves/designs (CD3)
2. Foundation Skills
a. Basic Skills
(1) Reading
(2) Writing
(3) Listening
(4) Speaking
HAMG 1342
(FA1)
(FA2)
(FA4)
(FA5)
3
b. Thinking Skills
(1) Reasoning (FB6)
c. Personal Qualities
(1)
(2)
(3)
(4)
(5)
IV.
Responsibility (FC1)
Self-esteem (FC2)
Sociability (FC3)
Self-management (FC4)
Integrity/honesty (FC5)
INSTRUCTIONAL MATERIALS
A. The instructional materials identified for this course are viewable through
http://www.ctcd.edu/im/im_main.asp
B. The online course delivery has the textbook in its entirety included within the
computer software. All materials needed to complete this course are online. No textbook
is required for this course online. Any student willing to purchase the corresponding text
material may purchase the text through the AH&LA-EI website: http:\\www,euahma.org\eil\courseline infocenter prices.htm.
C. Additional references may be required that are available in the Central Texas College
library.
V.
COURSE REQUIREMENTS:
After completion of registration process and prior to advancing to the AH&LA courseline website, must complete the following:
1. Instructor contact – registration information will be forwarded to Hospitality
Department and instructor assigned. Instructor will make contact within 48-hours
(excluding weekends and holidays).
2. Writing Requirements – Case Studies.
Not all chapters contain case studies. Each student must review each case study and
answer the discussion questions in detail (Chapters: 1, 3, 4, 6, 7 and 8). Each question
must be addressed thoroughly with incomplete answers graded accordingly. Students
may submit only through email, either directly in the email, or as a file attachment
(only MS Word). No hard copies may be submitted.
HAMG 1342
4
A. Reading Assignments: Read text assignments prior to class and be prepared to
discuss the text material, answering instructor questions orally with wellorganized thoughts and ideas. (FA1, FA5, CC3)
B. Class Attendance: (Refer to CTC Catalog, Page 43, for detailed policy). You
are expected to attend each class period, be on time and stay the full class
period or are counted absent. You are responsible for all course material
missed due to absence. The instructor does not provide class notes for classes
missed. (FC1, FC4)
C. A student must be present for all examinations. No makeup examinations will
be given.
1. Students who know in advance they will be absent from an examination
due to valid reasons must arrange to take an early examination. Unexpected
absences due to illness or extenuating circumstances will require the student
to see the instructor about individual make-up work in lieu of the missed
examination.
D. Students without excused absences will be given a zero for the examination
missed.
E. This course consists of two major activities—the lecture and the laboratory.
The lecture portion meets 30 minutes per day, twice weekly during the 16week semester. The lab is supervised by the instructor with the help of the
Hospitality Program. This laboratory meets 1.5 hours per day, twice a week.
VI.
EXAMINATIONS (CC1 & 2, FC2)
A. There will be one examination:
Exam 1 (Final)
B. This course consists of three segments:
A. Course registration – orientation – instructor contact.
B. CTC Hospitality Department specific course requirements
C. American Hotel & Lodging Association Course Link
VII.
SEMESTER GRADE COMPUTATIONS
A.
HAMG 1342
Summary of requirements point values:
Chapter Quizzes
Written Assignments (Case Studies)
Final Exam*
Total possible points
300 points
450 points
250 points
1000 points
30%
45%
25%
100%
5
* To receive the AH&LA certificate, students must attain a minimum score of 70%. Should a
student fall short of the 70%, the weight of this grade will not exceed 20% towards the final
grade.
B. Letter grades will be assigned based on total points earned as follows: (Note: Pop
Quiz points will be added and point/letter grade requirements will be adjusted as
required.)
900-1000 pts.
A
600-699 pts.
D
800-899 pts.
B
599-0 pts.
F
700-799 pts.
C
Writing requirement waiver: Any student with “executive” level management experience may
submit a request for waiver of writing requirements based on management experience. All
requests must be in writing with copy of resume attached as documentation. This request will be
reviewed by the Hospitality Program Director for approval, and only those managers whose
experience directly relates to the specific course will be considered for exemption. Students
must still complete all Chapter quizzes and pass the final exam.
VIII. NOTES AND ADDITIONAL INSTRUCTIONS FROM COURSE INSTRUCTOR
A. Course Withdrawal: It is the student’s responsibility to officially withdraw from a
class if circumstances prevent attendance. Any student who desires to, or must,
officially withdraw from a course after the first scheduled class meeting must file a
Central Texas College Application for Withdrawal (CTC Form 59). The Withdrawal
form must be signed by the student.
CTC Form 59 will be accepted at any time prior to Friday, the 12th week of classes
during the 16-week fall and spring semesters. The deadline for sessions of other
lengths is:
10 – week session
8 - week session
5 - week session
Friday of the 8th week
Friday of the 6th week
Friday of the 4th week
The equivalent date (75% of the semester) will be used for sessions of other lengths.
The specific last day to withdraw is published each semester in the Schedule Bulletin.
A student who officially withdraws will be awarded the grade of “W”, provided the
student’s attendance and academic performance are satisfactory at the time of official
withdrawal. Students must file a withdrawal application with the College before they
may be considered for withdrawal.
A student may not withdraw from a class for which the instructor has previously
issued the student a grade of “F” or “FN” for nonattendance.
HAMG 1342
6
B. Administrative Withdrawal: An administrative withdrawal may be initiated when the
student fails to meet College attendance requirements. The instructor will assign the
appropriate grade on CTC Form 59 for submission to the registrar.
C. Incomplete Grade: The College catalog states, “An incomplete grade may be given in
those cases where the student has completed the majority of the course work but,
because of personal illness, death in the immediate family, or military orders, the
student is unable to complete the requirements for a course…” Prior approval from
the instructor is required before the grade of “I” is recorded. A student who merely
fails to show for the final examination will receive a zero for the final and an “F” for
the course.
D. Cellular Phones and Beepers: Cellular phones and beepers will be turned off while
the student is in the classroom or laboratory.
E. Americans with Disabilities Act (ADA): Students requiring accommodations for
disabilities are responsible for notifying the instructor. Reasonable accommodations
will be granted in full compliance with federal and state law and Central Texas
College policy.
F. Instructor Discretion: The instructor reserves the right of final decision in course
requirements.
G. Civility: (FC3) Individuals are expected to be cognizant of what a constructive
educational experience is and respectful of those participating in a learning
environment. Failure to do so can result in disciplinary action up to and including
expulsion.
H. Honesty and Integrity: (FC5) All students are required and expected to maintain the
highest standards of scholastic honesty in the preparation of all course work and
during examinations. The following will be considered examples of scholastic
dishonesty:
1. Plagiarism: The taking of passages from writing of others without giving proper
credit to the sources.
2. Collusion: Using another’s work as one’s own; or working together with another
person in the preparation of work, unless joint preparation is specifically approved
in advance by the instructor.
3. Cheating: Giving or receiving information on examinations.
IX.
COURSE OUTLINE
HAMG 1342
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A. Unit One: Chapters 1, 2, & 3, The Role of Housekeeping in Hospitality Operations;
Environmental and Energy Management; Planning and Organizing the Housekeeping
Department; Housekeeping Human Resource Issues
1. Learning Objectives: Upon successful completion of this unit, the student will be
able to:
a.
b.
Classify hotels according to the level of service provided.
Define the responsibilities of hotel management and the major divisions and
departments of a hotel.
Explain the relationship between housekeeping and front office departments.
Explain the relationship between housekeeping and maintenance departments.
Explain why it is important for hospitality properties to adopt environmentally
friendly policies, and list “green” strategies and organizations that can help
hospitality properties be good stewards of the environment.
Describe the role that housekeeping plays in a “green” property.
List the ways that hospitality properties can conserve water.
Explain the steps hospitality properties can take to become more energy efficient.
List the three main components of a waste management program.
Describe the importance of indoor air quality and how it can be safeguarded.
Explain how executive housekeeping can safely manage cleaning chemicals.
Identify typical cleaning responsibilities of the housekeeping department.
Describe the tools the housekeeping department uses to plan its work.
Explain the executive housekeeper’s role in organizing the housekeeping
department.
Identify basic management functions of the executive housekeeper.
c.
d.
e.
f.
g.
h.
i.
j.
k.
l.
m.
n.
o.
2. Learning Activities:
a. Classroom lecture/discussion (FA4)
b. Online Course
c. Homework and other assignments designated by the instructor (FA1)
B. Unit Two: Chapters 4, 5, 6 and 7, Housekeeping Human Resource Issues; Managing
Inventories; Controlling Expenses, Safety and Security
1. Learning Objectives: Upon successful completion of this unit, the student will be
able to:
a. Explain why hotel housekeeping departments depend on effective diversity
management.
b. Describe several sources of potential employees including internal and external
sources, creative recruiting tactics, and online sources.
c. Explain how immigration reform affects the hospitality industry.
HAMG 1342
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d.
e.
f.
g.
h.
i.
j.
k.
l.
m.
n.
o.
p.
q.
r.
s.
t.
u.
v.
w.
x.
y.
z.
Describe the factors that should be taken into account when selecting employees.
List the steps to skills training and what must be accomplished in each step.
Describe the challenges involved in scheduling employees.
Identify several methods of motivating employees.
Define par, par levels, and par number.
Identify challenges to inventory control for linens in a housekeeping operation.
Describe how to establish par levels and inventory control for uniforms.
Describe how to establish par levels and inventory control for guest loan items.
Describe how to establish par levels and inventory control for machines and
equipment.
Describe how to establish par levels and inventory control for cleaning supplies.
Describe how to establish par levels and inventory control for guest supplies.
Identify the executive housekeeper’s responsibilities in relation to the budget
planning process.
Explain how the executive housekeeper uses the operating budget as a control
tool.
Describe the hotel income statements and rooms division income statements, and
identify the line items on a rooms division income statement that are affected by
expenses incurred by the housekeeping department.
Explain how the executive housekeeper estimates department expenses during the
budget planning process.
Identify four actions that an executive housekeeper can take to control expenses.
Describe purchasing responsibilities of the executive housekeeper, identify factors
to consider when determining the size of an annual linen purchase, and discuss
capital budgets.
Identify issues that an executive housekeeper should address when considering
the use of outside contractors to perform cleaning services.
Identify safety procedures that relate to tasks commonly performed by the
housekeeping staff.
Identify common cleaning chemicals used by housekeeping operations and what
safety equipment should be worn when using those chemicals.
Explain how OSHA regulations apply to hotel operations.
Describe how housekeeping departments comply with OSHA’s Hazard
Communication Standard.
Identify housekeeping’s security responsibilities in relation to theft, key control,
lost and found procedures, and emergencies.
2. Learning Activities:
a. Classroom lecture/discussion (FA1)
b. Online Instruction
c. Homework and other assignments designated by the instructor (FA4)
C. Unit Three: Chapters 8, 9 and 10, Managing an On-Premises Laundry; Guestroom
Cleaning; Public Area and Other Types of Cleaning
HAMG 1342
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1. Learning Objectives: Upon successful completion of this unit, the student will be
able to:
a.
List factors to consider when planning an on-premises laundry operation for a
hotel.
b.
Outline the steps involved in processing linens as they flow though an onpremises laundering linens.
c.
Identify the various types of machines and equipment that might be found in a
hotel’s on-premises laundry operation.
d.
Summarize valet service (guest laundry) issues.
e.
Describe effective staffing and scheduling practices for on-premises laundry
operations.
f.
Identify procedures room attendants typically follow when reporting to work
and preparing to clean guestrooms.
g.
Explain how guestroom cleaning assignments are made and how the order in
which to clean assigned rooms is determined.
h.
Describe the procedures typically followed by room attendants when cleaning
guestrooms.
i.
Explain the function of a guestroom inspection program.
j.
Distinguish routine guestroom cleaning from deep cleaning functions.
k.
Describe what hospitality properties are doing to provide allergen-free
guestrooms.
l.
Identify typical procedures room attendants follow when providing turndown
service for guests.
m.
Identify housekeeping’s cleaning responsibilities in front-of-the house areas of
the hotel.
n.
Describe typical cleaning responsibilities of the housekeeping department in
relation to food and beverage areas and banquet and meeting rooms.
o.
Describe housekeeping’s responsibilities in relation to cleaning administrative
offices, employee areas, and housekeeping department areas.
p.
Explain how the housekeeping department can respond to threats such as
mold, mildew, and viruses.
2. Learning Activities:
a. Classroom lecture/discussion (FA1)
b. On line Instruction
c. Homework and other assignments designated by the instructor (FA4)
D. Unit Four: Chapters 11, 12 13, and 14, Ceiling, Walls, Furniture, and Fixtures; Beds,
Linens, and Uniforms; Carpets and Floors; Tubs, Toilets and Vanities
2. Learning Objectives: Upon successful completion of this unit, the student will be
able to:
HAMG 1342
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a. Identify flammability and acoustic considerations important to the initial
selection of ceiling surfaces, wall coverings, and hotel furnishings.
b. Describe critical characteristics of common types of ceiling surfaces and wall
coverings.
c. Describe general care considerations for the types of furniture and fixtures
commonly found in public areas, guestrooms, and staff areas in a hotel.
d. Describe general care conditions for such items as seating, case goods, and
lighting.
e. Identify major types of bed spring and mattress construction and describe
selection and general care considerations.
f. Identify the types and sizes of linen used in hotel operations and describe
general care considerations and linen recycling techniques.
g. Outline factors to consider when selecting uniforms for hotel staff.
h. Identify factors of carpet construction that affect the durability, texture
retention, and serviceability of a carpet.
i. Identify carpet care and maintenance issues.
j. Identify the carpet and floor care functions of vacuums, wet vacuums, wet
extractors, and rotary floor machines.
k. Describe common carpet cleaning methods and special treatments.
l. Distinguish resilient floors from hard floors and describe appropriate cleaning
methods for each.
m. Describe the types of fittings and furnishings used in the guestroom
bathrooms.
n. Identify the elements necessary to make a bathroom handicap accessible.
o. Explain the proper cleaning and care procedures for guestroom bathrooms.
p. Identify safety concerns connected with cleaning and using guest bathrooms.
2. Learning Activities:
a. Classroom lecture/discussion (FA1)
b. Online Instruction
c. Homework and other assignments designated by the instructor (FA4)
HAMG 1342
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