دانلود کتاب Housekeeping Management

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Copyright\nContents\nPreface\nPART 1: Introduction to Housekeeping Management\n CHAPTER 1: The Housekeeping Department in Lodging Operations\n Overview\n History and Structure of Lodging Operations\n The Lodging Industry in America\n Types of Lodging Establishments\n Classification by Size\n Classification by Type of Service\n Importance of the Housekeeping Department\n The Rooms Division\n Interaction between Housekeeping and Other Departments\n Communication with the Front Office\n Communication with Maintenance\n Communication with Human Resources\n Communication with Food and Beverage\n Communication with Sales and Marketing\n Communication with the Accounting Office\n CHAPTER 2: The Executive Housekeeper as Department Manager\n Overview\n Management Concepts as They Apply to the Executive Housekeeper\n Concern for Production\n Concern for People\n Combining Concern for Production and Concern for People\n Coordination of Effort in the Workplace\n The Executive Housekeeper as Department Head\n Technical, People, and Conceptual Skills\n Supervision\n Leadership\n Communication\n Power/Authority\n Delegation\n Management Responsibilities of the Executive Housekeeper\n Time Management\n Problem Solving\n Total Quality Management (TQM)\n Ethical Values\n Decision Making\nPART 2: Organization of the Housekeeping Department\n CHAPTER 3: Design of the Housekeeping Department\n Overview\n Areas of Housekeeping Responsibility\n Area Cleaning Inventories\n Cleaning Frequency Schedule\n Performance Standards\n Division of Guestrooms\n Staffing Matrix\n Section Housekeeper Need Table\n Standing Schedules\n Rotational Schedules\n Adjusted Daily Schedule\n Alternative Scheduling Methods\n Technology Associated with the Housekeeping Department\nPART 3: Technical Skills Management\n CHAPTER 4: Management of Inventory and Equipment\n Overview\n Classification of Material\n Capital Expenditure and Operating Budgets\n Purchasing Housekeeping Material\n Inventory Control\n Cost of Supplies per Occupied Room\n CHAPTER 5: Characteristics of Housekeeping Equipment and Supplies\n Overview\n Housekeeping Furnitures, Fixtures, and Equipment (FF&E), Software, and Department Equipment\n Design\n Furniture\n Fixtures\n Equipment\n Software\n Department Equipment\n Other Department Equipment\n Cleaning Supplies\n Purchasing Supplies\n Housekeeping Chemicals\n Cleaning Accessories\n Hazard Communication (HazComm)\n Guest Supplies\n Nonreusable Supplies\n Reusable Supplies\n Uniforms\n Linen Characteristics\n Bed Linens\n Bath Linens\n Napery\n Shower Curtains\n Linen Purchasing\n Par Levels\n Linen Control\n Storage\n Issuing\n Inventories\n CHAPTER 6: Laundry Room Management\n Overview\n Planning the Laundry\n Design of the Laundry Room\n Washers\n Dryers\n Mangles\n Other Laundry Equipment\n Laundry Operation\n Collection of Soiled Linens\n Sorting the Linen\n Pretreatment of Stains\n Loading\n Washing/Extracting\n Drying\n Ironing\n Folding\n Storing\n Best Results\n Valet Service\n Contracting Out Laundry Services\n Laundry Operating Costs\n Staffing the Laundry Room\n CHAPTER 7: The Cleaning Function\n Overview\n Guestroom Cleaning\n Sequence of Housekeeping Functions\n Public Areas and Back-of-the-House Cleaning\n Restroom Cleaning\n Surface Cleaning\n Synthetic Rubber Floors\n Vinyl Floors\n Wood Floors\n Carpets\n Upholstered Surfaces\n Ceramic Floors\n Marble/Terrazzo Floors\n Epoxy Floors\n Concrete Floors\n Walls and Ceilings\nPART 4: Human Resources Management\n CHAPTER 8: Personnel Administration\n Overview\n The Need to Curb High Employee Turnover and Absenteeism\n Personnel Acquisition\n Recruiting Housekeeping Employees\n Selecting Housekeeping Employees\n Hiring\n Training\n Worker Motivation\n Maslow’s Theory of Motivation\n Herzberg’s Ideas on Motivation\n David McClelland\n Employee Evaluation and Compensation\n Evaluation\n Compensation\n Creating Worker Satisfaction\n Employee Discipline\n Cultural Diversity and the Housekeeping Department\nPART 5: Administrative Controls\n CHAPTER 9: Controlling Operations\n Overview\n Housekeeping Operating Budget\n Section Housekeepers’ Man-hour Justification\n The Profit and Loss Statement\n Productivity Control\n Weekly Labor Forecast\n Payroll Control\n Computerized Housekeeping Management\nPART 6: Risk and Environmental Issues in Lodging Properties\n CHAPTER 10: Safety, Security, and Infectious Diseases in Property Operations\n Overview\n Safety in the Housekeeping Department\n Safety Training Programs\n Fire Prevention in Lodging Operations\n Security in Lodging Operations\n Employee Theft\n Minimizing Theft\n Theft by Guests and Intruders\n Security in Guestrooms\n The Threat of Terrorism\n Fighting the Risk of Infectious Disease\n Bedbug Infestations\n Legionnaires’ Disease\n CHAPTER 11: Energy and Water Conservation in Lodging Properties\n Overview\n The Need for Water and Energy Conservation\n Water Systems and Conservation\n Water Conservation\n Electricity Systems and Conservation\n Electricity Conservation\n HVAC Systems and Conservation\n Heating Systems\n Heating Conservation\n Refrigeration and Air-conditioning Systems\n Air-conditioning Conservation\n CHAPTER 12: Environmental Management and Sustainability\n Overview\n Environmental Concerns\n Recycling\n Hazardous Waste Disposal\n Indoor Air Quality Control\n Green Lodging Facilities\n Green Lodging Certification\n Sustainability\nGLOSSARY\nINDEX