QUALITY MANAGEMENT
sYSTEMS
INDEX
I. Quality concept
II. Identify the quality objectives in the accommodation companies subsector III. Determine the previous steps to set a quality system IV.Identify the application of a quality system based in standarised rules V. Identify the different quality systems VI.Value the quality system on V VII.Design and establish the different processes of reception department
VIII. Design and establish the different processes of housekeeping department IX. Define the quality management tools for reception X. Define the quality management tools for housekeeping XI. Fictional Case for Reception Department XII. Fictional Case for Housekeeping Department
QUALITY CONCEPT In
manufacturing, a measure of excellence or a state of being free from defects, deficiencies and significant variations. It is brought about by strict and consistent commitment to certain standards that achieve uniformity of a product in order to satisfy specific customer or user
requirements. ISO 8402-1986 standard defines quality as "the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs." -Quality refers to all those features of a product (or service) which are required by the customer. -Quality is the customers' perception of the value of the suppliers' work output.
IDENTIFY THE APPLICATION OF A QUALITY SYSTEM BASED ON STANDARISED RULES SEE THE VIDEO, TEACHER!
IDENTIFY THE DIFFERENT QUALITY SYSTEM
SEE THE VIDEO, TEACHER!
ISO 9000
ISO 9001
AS 9100
OSHAS 18001
ISO 9004
ISO 14001
ISO 19011
ISO 50001
VALUE THE QUALITY SYSTEM ON V ISO 9000
ISO 9000 collects a group of rules about a continuous quality and management which were established by the International Organization of Standarization (ISO). They are created to be applied to any type of organization or activity dedicated to the good and services production. ISO 9000 family of standards has two main purposes. Firstly, it is used to define the many terms that are used throughout the quality management system standards. Secondly, it describes the fundamental quality management principles that are behind the ISO 9001 standard for implementing a quality management system.
ISO 9001 It includes requirements for developing and implementing a quality management system based on improving customer satisfaction. It provides the information necessary for a company to implement a quality management system, and a QMS certification against ISO 9001 is recognized worldwide.
ISO 9004 This document is designed to provide guidance to any organization on ways to make their quality management system more successful. It also means that the use of ISO 9004 is not intended to be mandated as a legal or contract requirement. Invita al os implantadores a ir mรกs allรก de los requisitos con nuevas ideas, que apunta a eficiencia del sistema.
ISO 19011
The standard defines all the requirements for an audit program, as well as how to conduct successful audits. It is used as a resource to train anyone who audits quality and environmental management systems.
AS9100
This is a standard that is based on ISO 9001 and has additions designated for use in The Aerospace Industry.
ISO 14001 The ISO 14001 standard is the most important standard within the ISO 14000 series. ISO 14001 specifies the requirements of an environmental management system (EMS) for small to large organizations. It is based on the Plan-Check-Do-Review-Improve cycle.
ASSESSMENT We consider that having an ISO certification gives to the company a quality distinctive. This means that the company works properly and offers a quality service compared with other establishment that doesn't own it. This distinctive will make the clients loyal, allowing to show the quality service. Also, it will help to check the way to integrate better practises in the company and to catch new clients who will want to enjoy a satisfactory service. The use of the rules group ISO may help the company to identify the risks and shrink them. It will help to analyze as well the way the energy and resources are used, being possible to save money and get the image of the company in the same time that help the environment. This rules will help the success of the innovation with new technologies that the company will set.
DESIGN AND ESTABLISH THE DIFFERENT PROCESSES OF RECEPTION DEPARMENT AND
DEFINE THE QUALITY MANAGEMENT TOOLS FOR RECEPTION
The Reception Department is the one of the many departments of the hotel business which directly interacts with the customers when they first arrive at the hotel. The staff of this department is very visible to the guests. The processes of the Reception Department are divided into four stages, which are as follows: ●
Pre – arrival
●
Arrival
●
Ocupancy
●
Departure
PRE-ARRIVAL
It is the stage when the customer is planning to avail an accommodation in the hotel. In this first stage, the customer or the prospective guest enquires about the availability of the desired type of accommodation and its amenities via telephonic call or an e-mail. The customer also tries to find out more information about the hotel by visiting its website.
1.TO MAKE A RESERVATION 1.1 Reception of requests for Reservations. Be in continuous monitoring of the entry of reservations, both by phone and internet to be able to manage them efficiently. 1.2 Reservation Attention. Receive the request requested by the client in addition to providing additional information. 1.3 Check in Booking. To see if there is a correct availability we will consult our reservation system and we will correctly visualize all the reservations. 1.4 Processing and realization of the Reservation. Properly deal with the client's personal data so that there is no margin of error and make the reservation. Fill in the Reservation Form. 1.5 Update Booking. Consult the Booking page and update the reservation
EMPLOYEES SELF EVALUATIONS What do you think of this process?
GOOD
REGULAR
BAD
1.1 1.2 1.3 1.4 1.5
Nยบ PROCESS 1.1 1.2 1.3 1.4 1.5
IMPROVEMENT PROPOSALS
ARRIVAL The front office reception staff receives the guest in the reception. The porters bring in the guest luggage. For the guest with confirmed reservation, the front office clerk hands over a Guest Registration Card to the guest and requests the guest to fill in personal information regarding the stay in the hotel.
The clerk then registers the guest in the database there by creating a guest record and a guest account along with it. Later, the clerk hands over a welcome kit and keys of the accommodation. After the procedure of registration, the guest can start occupying the accommodation.
2. TO MAKE A CHECK-IN WITH RESERVATION
2.1 Greetings and welcome to the client. It is very important to greet the client so that from the first moment he feels taken care of. 2.2 Ask for the necessary information to the client to locate your reservation . Ask the client if he has a reservation and specifies us to locate it quickly. 2.3 Check information obtained from the client about your reservation. Check if the reservation is correct in the Booking Form, the Arrivals List and Booking. 2.4 Request the necessary documentation. Ask the customer for the necessary documentation (passport, ID and credit card) for confirmation of the reservation. 2.5 Fill in registration or welcome card and key delivery. Give the customer the welcome card (client's contract with the hotel) and the key to his room. Have the customer sign your reservation. Fill in the police file with the customer data. 2.6 Communication to the client of the location of his room, the hotel services and schedules of the same and wish a happy stay. Inform the client about the services offered by the hotel and its schedule and explain the exact location of his room. Finally, wish a happy stay.
SEE THE VIDEO, TEACHER !
EMPLOYEES SELF EVALUATIONS What do you think of this process?
GOOD
REGULAR
BAD
2.1 2.2 2.3 2.4 2.5 2.6 Nยบ PROCESS 2.1 2.2 2.3 2.4 2.5 2.6
IMPROVEMENT PROPOSALS
3.TO MAKE A CHECK-IN WITHOUT RESERVATION 3.1 Greetings and welcome to the client. It is very important to greet the client so that from the first moment he feels taken care of. 3.2 Inform the customer about availability, prices and services of our hotel. Consult the hotel's planning and inform the customer about the availability of the hotel, informing him about the rates that he requests. 3.3 Request the necessary documentation. Ask the customer for the necessary documentation (passport, ID and credit card) for confirmation of the reservation. 3.4 Make reservation and request form of payment. Assign room to the client and ask him the mode of payment (credit card or cash). 3.5 Fill in registration or welcome card and key delivery. Give the customer the welcome card (client's contract with the hotel) and the key to his room. Have the customer sign your reservation. Fill in the police file with the customer data. 3.6 Communication to the client of the location of his room, the hotel services and schedules of the same and wish a happy stay. Inform the client about the services offered by the hotel and its schedule and explain the exact location of your room. Finally, wish a happy stay.
EMPLOYEES SELF EVALUATIONS What do you think of this process?
GOOD
REGULAR
3.1 3.2 3.3 3.4 3.5 3.6 Nยบ PROCESS 3.1 3.2 3.3 3.4 3.5 3.6
IMPROVEMENT PROPOSALS
BAD
OCCUPANCY During occupancy, a front office accounting system is responsible for tracking guest charges against his/her purchases from the hotel restaurants, room service, bar, or any outgoing telephone calls made via the hotel’s communication systems. The front office staff is responsible to manage and issue the right keys of the accommodations to the right guests. On guests’ request, the staff also makes arrangement for transportation, babysitting, or local touring while the guest is staying in the hotel.
4. OCCUPANCY (DURING THEIR STAY)
4.1 Currency Exchange. Make the change of currency when the client requests it. 4.2 Telephone calls. Answer the phone when it rings, presenting the hotel and yourself. 4.3 Managing Guest Services. Solve any service / request that arises to the client during their stay. 4.4 Managing Transport. Manage the transportation that the customer may need during their stay. 4.5 Give any information. Inform the client about any doubts that may arise during their stay. 4.6 Charge the expenses that the client makes to his invoice. Update the customer's invoice with the expenses he makes during his stay to cash them at the time of check out.
EMPLOYEES SELF EVALUATIONS What do you think of this process?
GOOD
REGULAR
4.1 4.2 4.3 4.4 4.5 4.6 Nยบ PROCESS 4.1 4.2 4.3 4.4 4.5 4.6
IMPROVEMENT PROPOSALS
BAD
DEPARTURE During guest departure, the front office accounting system ensures payment for goods and services provided. If a guest’s bill is not completely paid, the balance is transferred from guest to non-guest records. When this occurs, collection becomes the responsibility of the back office accounting division.
At the time of guest departure, the front office staff thanks the guest for giving an opportunity to serve and arrange for handling luggage. In addition, if the guest requires airport or other drop service, the front office bell desk fulfils it.
5.TO MAKE A CHECK-OUT
5.1 Attention to the request of Check-out. Attend the client on their departure from the hotel. 5.2 Customer search in the list of planned departures. Consult the List of exits and update if necessary. 5.3 Archived customer documents. Save the client documentation for upcoming reservations. 5.4 Invoice printing. Print the invoice, and deliver it to the customer. 5.5 Analysis of the charges made in the invoice. Analyze the invoice with the customer and see if he agrees and check for any errors. 5.6 Explanation to the client of the charges or details of the invoice, as well as any other doubts that the guest has related to it. Make the payment of the invoice, make the client firm and thank your stay.
SEE THE VIDEO, TEACHER!
EMPLOYEES SELF EVALUATIONS What do you think of this process?
GOOD
REGULAR
5.1 5.2 5.3 5.4 5.5 5.6 Nยบ PROCESS 5.1 5.2 5.3 5.4 5.5 5.6
IMPROVEMENT PROPOSALS
BAD
INDICATORS SYSTEM OF RECEPTION DEPARTMENT Satisfaction Index Repeat Rate Check In Duration Check Out Duration
75% 30% 5 minutes 3 minutes
These indicators are measured with satisfaction surveys that will be provided to the client in their rooms, analyzing the database to check if our clients repeat in our hotel and by the work control of the staff.
CLAIMS, COMPLAINTS AND SUGGESTIONS SYSTEM
The reception department has a book of complaints and claims available to all customers who request it. Besides, the hotel has a suggestion box for employees and clients to put their ideas into it.
DOCUMENTS OF RECEPTION DEPARTMENT Arrival List Welcome Card
Police File Bagage Ticket
Travel Agency Voucher Rooming List
P L A N N I N G
FICTIONAL CASE FOR
RECEPTION DEPARTMENT During the morning of 5th May, Mr. Williams comes to the Hotel with a reservation that he made by phone and the receptionist starts to do the check in corresponding. First, the receptionist have to review the Arrival List to verify the reservation. Mr. Williams will stay in the Hotel until 8th May with half board in a double room. The receptionist gives to the client the Welcome Card explain him the services and the schedule of the hotel. Finally, the client sign the Welcome Card and the receptionist give him the key of the 21 room and desire to him a good stay.
The documents nedded for this fictional case are the following:
DESIGN AND ESTABLISH THE DIFFERENT PROCESSES OF HOUSEKEEPING DEPARMENT AND
DEFINE THE QUALITY MANAGEMENT TOOLS FOR HOUSEKEEPING
The Housekeeping Department is one of the important departments in the hotel organization. Its main function is to maintain the cleanliness of the entire Hotel, except Kitchen areas. The housekeeping department is not an exception either. It needs to coordinate within the department itself and with the other departments in the hotel business for while working on daily basis and completing documentation formalities while working.
SEE THE VIDEO, TEACHER!
1-TROLLEY SETTING UP The chambermaid’s trolley can be viewed as a large tool box on wheels to aid the hotel housekeeping staff. It has a number of compartments and shelves of various sizes. This trolley is filled with the supplies from the housekeeping supplies store at the end of each shift so that the next shift staff can access it immediately. The staff considers the following points while loading chambermaid’s trolley: 1.1 Loading the trolley with adequate supplies depending upon the number and types of the rooms on the floor. To fill out a document with information about the goods taken from the office, in order to control the stock. stock 1.2 Avoiding to overload the trolley that may lead to any accidents. Make sure that you use the exact quantity asked in the document. 1.3 Avoiding to underload the trolley that may lead to make unnecessary trips to supplies store. As in the previous case, make sure that you use the exact quantity asked in the document.
EMPLOYEES SELF EVALUATIONS What do you think of this process? 1.1 1.2 1.3
GOOD
REGULAR
BAD
2-SETTING THE CHAMBERMAID'S TROLLERY The chambermaid should set the trolley in aproximately 10 minutes.
2.1 Empty the trolley. 2.2 Supervise rapidly for any broken parts. In case there are any broken part, the chambermaid will fill out a document. (Repeare order) 2.3 Clean it by dusting and wiping any stains. 2.4 Place the items according to their weight: heaviest items at the bottom and lighter items at the top section of the trolley. 2.5 Place the linen for different purpose separately. 2.6 Close the lids of cleaner bottles and liquid cans tightly. 2.7 Record the numbers and types of the items loaded in the trolley for the rooms. 2.8 Collect the room keys. 2.9 Take the trolley to the assigned duty floor. 2.10 Park it outside the room such that the linen side faces outside and the room entrance is blocked.
EMPLOYEES SELF EVALUATIONS What do you think of this process? 2.1 2.2 2.3
2.4 2.5 2.6 2.7 2.8 2.9 2.10
GOOD
REGULAR
BAD
3-ROOMS CLEANING The chambermaid should clean the room in 30 minutes. minutes 3.1 To open windows or terrace doors for ventilate. 3.2 To remove all the trash, the beding and towels. To pour its in the corresponding sacks. 3.3 To observe if the guest has forgotten some personal object. If he/she has forgotten something, we proceed to issue the report corresponding, of the same way as if any fault is observed. 3.4 To sweep the terrace, to remove the dust, chairs and railing. To clean the glass and to mop the floor. 3.5 Inside of the room, we will make the beds, from above, that is, from the part of the headborad: 1ยบ. To stretch or to put the protector or mattres lining because if not, the bed will has wrinkles. 2ยบ. To extend the fitted sheet.
3º. To extend the top sheet, the blanket and the bredspread of night and to bend the turndown. 4º. To put under the bed only the two corners of the food of the bed doing the (Pico de cortesía) “Peak of courtesy”, complimentary peak (it is a way of folding the sheet for that this sheet so that it does not get out of place. 5º. To extend bedspread of day and to put the pillow and the cushions. As it should be the peak of Courtesy
3.6 Once the beds are made, its do not pull up to the headboard because now we have to sweep or to aspire all the room and the bathroom. In some hotels there is mop for to give the floor, but first we must sweep the corners. All the furniture must be moved away and good sweeped its from behind. To clean the baseboard and the back of the furniture. 3.7 Now we will to remove the dust. We will begin for removing the dust from the room in the form of a circle, that is, to begin for a corner of the room and to end for the bathroom. 3.8 At the desk, we will remove everything on top of it, except the TV (if placed on it) That we will only move it to one side to clean the underneath. As we dust away, we put everything in its place, for example: telephone, pen or pencil, etc. 3.9 Finally we have to scrub the room. As we go scrubbing we are putting tables, beds, desk in its place.
3.10 To clean the bathroom: 3.10.1 First to move away bin and towels. 3.10.2 To clean the glasses and amenities tray and its are rinsed with abundant hot water, putting them to dry on one side letting them in, a little air. This way you do not need to dry its because its have dried alone. 3.10.3 Cleaning the differents elements (sinks, shower, bath). When we get to the part of the bath, we check that the curtain is clean (if there is one), we scrub tiles, shower rod, shower head, cable shower, faucet, partition and bath. Clarify everything with hot water. 3.10.4 We will end cleaning the toilet (inwardly and outwardly) and the bidet, to dry and to put the seal in both. To put the amenities and the clean towels.
âž”
How to make the beak of courtesy on toilet paper:
EMPLOYEES SELF EVALUATIONS What do you think of this process? 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9
GOOD
REGULAR
BAD
EMPLOYEES SELF EVALUATIONS What do you think of this process? 3.10 3.10.1 3.10.2 3.10.3
GOOD
REGULAR
BAD
4-COMMON AREAS CLEANING There are various public areas frequented by the hotel guests. The areas and their respective cleaning for housekeeping are:
Cleaning the Lifts Carry out the lift cleaning task early morning when the least number of guests are expected to use it. 4.1 Call the elevator on the ground floor. 4.2 Open its door. 4.3 Put appropriate signboard near it. 4.4 Clean the lift using the appropriate cleaning liquid according to the wall material of the lift cabin. 4.5 Wipe the lift doors. 4.6 Work from top to bottom while cleaning a lift cabin. 4.7 Keep the lift door open till the floor and walls are dried completely. 4.8 Spray clean air freshener. When the cleaning is done the cleaner will fill out a document to ensure that the lift is clean.
EMPLOYEES SELF EVALUATIONS What do you think of this process?
4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9
GOOD
REGULAR
BAD
5-Cleaning the Front Office and Lobby The lobby is active 24 hours. The furniture, carpets, flooring, and ceiling; everything needs to be kept extremely clean: 5.1 Clear all ashtrays into the trash ensuring no cigarettes are burning. 5.2 Clean and restore them to proper places. 5.3 Clear the dustbins near front office desk. 5.4 Replace their lining and keep them as they were. 5.5 Dust and wipe the telephone device, fax machine, Computers, and kiosks. Sanitize the telephone device, computer key board, and touchpad of the kiosk. 5.6Remove spider webs from ceiling. 5.7 Remove the dust deposited on walls, windows, furniture, and floor.
5.8 Remove stains on the carpet and furniture. 5.9Clean all artifacts using damp and soft cloth carefully. 5.10 Sweep and mop the flooring of lobby and front office desk area. 5.11 Dust and polish any vases, paintings, and art pieces. 5.12 Spray the air clean spray with signature aroma. 5.13 Play a very light and soothing instrumental music.
When the cleaning is completed the cleaner will fill out a document to justify that the lobby is daily cleaned.
EMPLOYEES SELF EVALUATIONS What do you think of this process? 5.1 5.2 5.3 5.4 5.5 5.6
5.7
GOOD
REGULAR
BAD
EMPLOYEES SELF EVALUATIONS What do you think of this process? 5.8 5.9 5.10 5.11 5.12 5.13
GOOD
REGULAR
BAD
6-Cleaning the Dining Area The dining areas need daily cleaning before their working hours start as well as when the restaurant staff requests cleaning. 6.1 Collect all the cleaning equipment and dining area keys. 6.2 Switch on all the electric lamps. 6.3 Open all the drapes and blinds for letting in the natural light. 6.4 Observer the entire area to plan the work. 6.5 Align all the chairs away from the table to make room for cleaning. 6.6 Clean the carpet area, using vacuum cleaner. 6.7 Remove any food stains from the carpet using appropriate cleaner. If there is any imperfection in the linen, tables or chairs, to full out the document runned for this.
6.8 If there is no carpet on the floor, sweep and mop it. 6.9 Dust all the furniture in the dining area. 6.10 Polish the furniture if required. 6.11 Using a feather duster, dust all the pictures, paintings, artworks, and corners. 6.12 Clean and disinfect the telephone devices. 6.13 Polish metal, glass, and wood items if required. 6.14 Clean the mirrors and windows by wiping them with wet sponge. When the cleaning is completed the cleaner will fill out a document to justify that the restaurant is daily cleaned.
6.15 If requirement of maintenance is spotted, consult engineering department. 6.16 If any guest items are found then deposit it with housekeeping control desk. 6.17 Collect all dirty table linens and replace with the fresh ones. 6.18 Return the keys to the security department. 6.19Record in the housekeeping register.
EMPLOYEES SELF EVALUATIONS What do you think of this process? 6.1 6.2 6.3 6.4 6.5 6.6 6.7 6.8 6.9 6.10
GOOD
REGULAR
BAD
EMPLOYEES SELF EVALUATIONS What do you think of this process? 6.11 6.12 6.13 6.14 6.15 6.16 6.17 6.18 6.19
GOOD
REGULAR
BAD
IMPROVEMENT PROPOSALS Nยบ PROCESS
IMPROVEMENT PROPOSALS
For its proper functioning, the Department of Housekeeping must establish constant communication with the different departments that form the hotel. The following explains their different relationships:
Housekeeping-Front Office ●
●
●
●
Sharing occupancy information that helps to estimate future occupancy, budget, and required number of staff. Cleaning public areas of hotel premises. Special attention requirements like VIP guests, corporate or large family groups, or airline crews as occupants. Collection of soiled uniforms from and provision of ready uniforms to the front-office staff daily.
Housekeeping-Food and Beverage ●
● ●
●
●
Forthcoming banquet events and parties. Pest control in kitchen. Collection of soiled linen and uniforms from the F&B department and provision of ready linen and uniforms to the F&B staff daily. Clearance of trays from guest corridors. Placement of special guest amenities in guest rooms such as VIP amenities or welcome drink.
Housekeeping-Sales and Marketing Depar tment ●
●
Supply of promotional brochures, rate cards, or other items such as pen stand in the guest rooms. Collection of soiled uniforms from the S&M department and provision of ready uniforms to the S&M staff daily.
HousekeepingMaintenance Department
HousekeepingSecurity Department ●
●
Safety of hotel property, and keys.
●
Prevention of fire and thefts in the hotel. ●
●
●
Prevention of any antisocial activities such as any suspicious activities, gambling, or smuggling performed by guests in the guest rooms or hotel premises. Collection of soiled uniforms from the HRD and provision of ready uniforms to the HRD staff daily.
●
●
The repairing and maintenance of broken furniture and fixtures. The painting of the required area in the hotel. Repairing pipes and electric points in the guest rooms. Collection of soiled uniforms from the Maintenance staff and provision of ready uniforms to them daily.
DOCUMENTS OF HOUSEKEEPING DEPARTMENT Working part
Working Part
Failures Part
FICTIONAL CASE FOR HOUSEKEEPING DEPARTMENT A client left his room very disappointed. He decided to go to reception to communicate that there was an issue in his room. The receptionist called the executive housekeeper, as housekeeping department is on charge of all the matters related to the rooms. The executive housekeeper went to the room to check the issue. He/she ensure that there was a broken pipe under the bathroom sink and there was water leaking continuously. The executive housekeeper filled out the repair slip and then he/she communicated to the maintenance department to fix it up. The day the customer was leaving the hotel, before doing his check-out he filled out the satisfaction questionnaire that was in his rooma and he detailed that the issue was solved efficiently and quickly and he was happy with the treatment recieved.
The documents nedded for this fictional case are the following: 04/15/2017 Morning
VARGAS MORENO, Melania 401 402 403 404 405 406 407 408 409 410
C C S L C S L S B L
Solved issue, clean it
Deep cleaning
Melania
55268 Room #405
Bathroom Sink Pipe
04/15/2016
There is a broken pipe under the bathroom sink leaking water continuously.
The client and the executive housekeeper
X
Maintenance
04/15/2017
X
SATISFACTION QUESTIONNAIRE GOOD
AVERAGE
BAD
Have they treated you with kindness? Have you got enought information? Was the Check In done correctly? Was your room satisfactory clean? Was the hotel comply your expectations?
This questionnaire will be placed in the guest rooms and they will be fill it. With its analysis, we will know the degree of satisfaction of our guests and also, the process of the quality of the services that we offer.
WEBGRAPHY http://www.businessdictionary.com/definition/quality.html http://www.gestiopolis.com/sistemas-gestion-calidad/ http://thethrivingsmallbusiness.com/12-steps-to-implementing-a-qualitymanagement-system/ https://sinergiainsular.com/2014/08/06/cual-es-la-mejor-empresacertificadora-aenor-bureau-veritas-sgs-applus/ http://www.aenor.es/AENOR/certificacion/calidad/calidad_9001.asp#.WIjO alPhDIU https://es.wikipedia.org/wiki/Sistema_de_gesti%C3%B3n_de_la_calidad
https://es.wikipedia.org/wiki/ISO_9001 https://www.tutorialspoint.com/front_office_management/front_office_man agement_introduction.htm
https://www.tutorialspoint.com/hotel_housekeeping/hotel_housekeeping_st andard_procedures.htm
Task made by: Ana Chica Luz Maria Delgado Mari Cruz Fernández Marta Jiménez Cristina Romero 2º GAT