Hawaii Hospitality - May/June 2014 - (Page 29)

CLEAN TALK WITH ROSE Setting Performance Standards is Vital Aloha Rose, As an executive housekeeper setting up a new hotel Housekeeping Department, I need to develop a "Performance Standards" program. I'm looking for tips that will assist me with this project. Standard levels vary, too: * Deluxe Standard-frequent cleaning to keep the area in excellent condition * Regular Standard-daily routine cleaning planned for an area * Minimum Standard-cleaning only when absolutely necessary Quality is essential. It impacts the success of every business and is something most people expect. So what is quality? Quality is defined as a degree or grade of excellence that addresses accuracy, appearance, usefulness and effectiveness Jaclyn Loo: Senior Marketing Manager Lodging, Google Inc. Benu Aggarwal: President and Founder, Milestone Internet Marketing Robert Arnold: Vice President of Sales, Vizergy David Atkins: Principal and Co-Founder, Digital DNA Infusion, LLC Ursula Boll: President, Miles Hospitality Division, Miles Michelle Bozoki: Director of Marketing & e-Commerce, Marriott Caribbean & Latin America Resorts cleaning validation. * Follow industry standards on cleaning techniques and technologies. cleaning methods. Performance standards are important to a successful and progressive housekeeping operation that must: 1) provide for equal workload; 2) ensure that employee expectations are made known; and 3) ensure that high quality service is met and maintained. Standards serve as a guide to quality and quantity. Housekeeping operations will operate efficiently if well-formed standards are defined, trained and followed. Performance standards state what behaviors or results are expected for a performance to be considered satisfactory. Standards should be objective, measurable, realistic and stated clearly in writing. To determine what the standards should be in your department, first determine the specific tasks your staff is expected to complete, including: * Time-the amount of time it takes to complete a particular task * Frequency-how often the task is done * Quality-the level at which the work is performed In its 11th year, the Adrian Awards "Top 25" list honors those who have made a sizeable influence on the hospitality, travel and tourism industries. The 2013 "Top 25 Most Extraordinary Minds in Sales & Marketing" are as follows: * Comply with regulatory requirements for * Establish effective and efﬁcient Mahalo, Anna ADRIAN AWARDS TOP 25 Recommended Best Practices Standards for Cleaning Validation * Identify appropriate cleaning agents. * Identify potential contaminants and unsafe sources. * Develop meaningful performance monitoring programs for cleaning procedures. * Review to determine when revalidation is necessary and appropriate. * Develop and maintain adequate documentation systems. of the final product. It's achievable, measurable-and a profit entity if you get it right. How do you do that? Get people to do ordinary things extraordinarily well! Also keep in mind cost effectiveness: You're going to have to work within a budget and be aware of dollar savings for your hotel. Excellent performance standards will be met when management communicates a good understanding of the department's objectives, mission and expectations, plus provides encouragement, motivation and training as well as ongoing performance reviews. Rose Galera has 50 years of professional experience in the industry and is currently the president of the International Executive Housekeepers Association, Hawaii chapter. Reach her at 808-6788021, galerar002@hawaii.rr.com or www.rosegalera.com. George Brennan: Executive Vice President of Sales & Marketing, Interstate Hotels & Resorts Kathleen Cullen: Vice President, Revenue & Distribution, Commune Hotels & Resorts Michael Dominguez: Senior Vice President of Corporate Hotel Sales, MGM Resorts International Jack Easdale: Vice President of Yield Management, Venetian and Palazzo Hotel and Casino Steve Enselein: Vice President Catering & Convention Services - Americas, Hyatt Hotels Corporation Amir Eylon: Vice President, Partner Engagement, BRAND USA Janet Gerhard: Founder / Principal Consultant, Hospitality Gal Loren Gray: Director of e-Commerce, Ocean Properties, LTD Adele Gutman Milne: Vice President Sales, Marketing and Revenue, Library Hotel Collection Christian Kuhn: VP Extended Stay Marketing, Homewood Suites and Home2 Suites, Hilton Worldwide Theresa Lewis: Vice President, Market Research, Wyndham Hotel Group Glen MacDonell: Managing Director, Loyalty & Partnership Marketing, Best Western International Joey Martin: Director of Promotional Marketing, Choice Hotels International Larry Mogelonsky: President, LMA Communications Inc. Kasey O'Leary: Senior Director Multi-Brands & HHonors Marketing, Hilton Worldwide Harold Queisser: Director of Sales and Marketing, Omni Dallas Andrew Rubinacci: Vice President, Distribution Strategy, Intercontinental Hotels Group Mickey Schaefer: CEO & Founder, The Experience Institute Noah Paul Tratt: Global Vice President at Expedia Media Solutions, Expedia Inc. www.hawaiihospitalityonline.com 29 http://www.rosegalera.com http://www.hawaiihospitalityonline.com

Table of Contents for the Digital Edition of Hawaii Hospitality - May/June 2014

News Briefs
Are You Inspection Ready?
Lanai: Small Island, Big Aloha
Great Restaurants: W Bistro
Talk Story with George Szigeti
Small-scale Sustainability
Out of Sight, Not out of Mind
Food & Beverage SuperStars
Taking the Lead: Sales & Marketing
Jaclyn Loo of Google Inc.
Clean Talk
Association News

Hawaii Hospitality - May/June 2014