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Our hotel, Sky Via Hotel 4*, is located in the center of the city Madrid, specifically in the Street Gran Via, 55. (Between Plaza España and Puerta del Sol), it´s located more specifically to150 meters from Plaza España and Puerta del Sol (10 minutes). It is a restored building of nineteenth century. Its exterior design is modern. Thanks to the good location of the hotel, the customer can visit: The Prado Museum, Palacio Real, Parque del Retiro, Plaza De España, Barrio Salamanca, Plaza Mayor, Callao Cinema, etc... This hotel has 100 rooms and it offers different services like: Bar Room service (24 hours) Laundry service Daily newspaper Wake up service Fully equipped rooms ( wifi, air conditioning, Flat screen TV, minibar, pillow menu, bathroom, amenities) Buffet breakfast Parking Terrace (there are a relax area that is only open in season terrace from 9 to 16 hours.) Gluten-free breakfast products (subject to request 24 hours beforehand). Car hire Spa service (Nammu Corner).It is equipped with sauna, Jacuzzi and contrast shower, where our clients can enjoy and relax. You can book massages and treatments. A conference room Now, we will carry out our staff planning process, this is the process of deciding what has to be done on the company and who is going to do it. 3
The process identifies the number and type of jobs, and then clearly allocates responsibility amongst the team. With this, we try to discover:
How many employees are necessary to achieve our business objective
Resolve any rota problems
The front office or reception is an area where guests arrive and first encounter a staff at a place of business. The Front Office function is to act as the public image of the hotel, primarily by greeting hotel rules and checking in guests. It also provides assistance to guests during their stay, completes their accommodation, food & beverage, accounts and receives payment from guests. *The Reception is the “nerve center” in the hotel operations; all of this passed through within this department. Some works of the department of Front Office are: To provide guests assistance with luggage To give information related to the hotel and the city Formalize the inputs and outputs of customers, providing them with the necessary information Manage reservations effectively in order to obtain the highest occupancy rate Quality attention to customers to anticipate their expectations Manage the information to communicate it to the appropriate department Register, control and bill the services consumed by customers Control access to facilities for customer safety Correspondence, messenger and alarm services when needed or given instructions for it. Register and properly control all types of calls 4
The functions our Housekeeping Department employees will perform are the following: Keep the hotel rooms clean and ready for its sale Always keep clean common areas of the establishment, except kitchen, engine room and exteriors Organization of the provision of the services of the housekeeping department Provisioning, control and stock inventory for this department Maintenance of facilities, furniture and equipment Management of security in the establishment Process outsourced laundry and lingerie processes Decoration and setting of rooms and noble areas of the establishment
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1. Room ventilation 2. Empty wastebaskets and remove bedding and bath 3. Review of possible forgotten objects and faults 4. Clean terrace (if there is one) 5. Make beds 6. Sweeping or vacuuming (both bathroom and room) 7. Dust cleaning 8. Wipe room floor or pass mop 9. Clean bathroom 10. Check that everything is correctly executed and in order TOTAL TIME: 32'25minutes We have considered the supplement of 11% that is added or applied to normal time. It is 11%: 4% fatigue and 7% for being a woman
Greetings and welcome to the client Ask for the necessary information to the client to locate your reservation Check information obtained from the client about your reservation Request the necessary documentation Fill in registration or welcome card and key delivery Communication to the client of the location of his room, the hotel services and schedules of the same and wish a happy stay TOTAL TIME: 12 minutes
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Greetings and welcome to the client Inform the customer about availability, prices and services of our hotel Request the necessary documentation Make reservation and request form of payment Fill in registration or welcome card and key delivery Communication to the client of the location of his room, the hotel services and schedules of the same and wish a happy stay TOTAL TIME: 12 minutes
Attention to the request of Check-out Customer search in the list of planned departures Archived customer documents Invoice printing Analysis of the charges made in the invoice Explanation to the client of the charges or details of the invoice, as well as any other doubts that the guest has related to her TOTAL TIME: 10 minutes
Other tasks that we have considered are: Handling a complaint: 5 minutes. Explain in a map the most tourist places, urban transport ...: 6 minutes.
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The number of employees that the Human Resources Department will choose, for Reception and Housekeeping, will depend on the characteristics of our hotel: It is a 4 star hotel with 100 rooms. Therefore, it is of medium size, although of high category, since it offers good service of quality and treatment to the client. Its location, in the heart of Madrid, makes the hotel throughout the year, generally, has its high occupancy level. For this reason, our hotel throughout the year must have a fixed staff, without many changes. (Except the months of July and August, which we'll have lower level of occupancy). Still, thanks to its excellent location, the hotel will always have a lot of guests, who can visit all the tourist resources that Madrid offers and which are very close to the hotel. The services and facilities of the hotel offered, such as laundry, conference room, restaurant, outdoor terrace, spa, etc. ... make our service always meet the standards of quality. For this reason, we must have a suitable staffing staff and always ready to customer service. In conclusion, the quality we offer and the good location of the hotel will be two key factors to elaborate suitable schedules for our staff. In the front office department, the hotel will need two shifts in the morning, two in the afternoon and another one in the night.
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Now we are going to calculate the number of the housekeeper that we need: WORKER
TIMED TIME
ACTIVITY
RESULTING TIME
1
1
110
1,1
2
1,1
100
1,1
3
1,1
100
1,1
1
1
110
1,1
2
1
110
1,1
objects or faults
3
1
110
1,1
3 Empty
1
1,2
100
1,2
2
1,3
90
1,17
3
1,1
110
1,21
1
3
100
3
2
3,2
90
2,88
3
3,3
80
2,64
1
1,9
120
2,28
2
2
110
2,2
3
2,3
100
2,3
1
2
110
2,2
2
2,3
90
2,07
3
2,1
100
2,1
1
4
110
4,4
2
4,1
100
4,1
3
4,2
90
3,78
1
1,9
100
1,9
1 Room ventilation
2 Check for possible forgotten
wastebaskets and remove bedding and
NORMAL TIME
11% SUPLEMENT
TYPE TIME
1,1
11%
1,22
1,1
11%
1,22
1,19
11%
1,32
2,84
11%
3,15
2,26
11%
2,5
2,12
11%
2,35
4,09
11%
4,53
bath
4 Clean terrace and glasses
5 Make the bed
6 Sweep and vacuum (bathroom and room) 7 Dust cleaning (telephone, table, furniture)
8 Scrub floor
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2
2
110
2,2
3
2
110
2,2
1
11
90
9,9
2
11
90
9,9
3
9
110
9,9
1
1,2
110
1,32
2
1,5
90
1,35
the bedroom
3
1,3
100
1,3
11 Check that
1
1,2
90
1,08
2
1,1
100
1,1
3
1
110
1,1
room or spend mop
9 Clean bathrooms
10 Replenish advertising and other items in
everything is well executed and in order
2,1
11%
2,32
9,9
11%
10,98
1,32
11%
1,46
1.09
11%
1,20
TOTAL
32,25
In total, it takes 32.25 minutes to perform the correct cleaning of a room.
If it takes a chambermaid to clean a room 32.25 minutes and taking into account that each waitress works 8 hours and rests 30 minutes for breakfast, in total works 7.5 hours, which are 450 minutes that the waitress works in her workday.
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*Calculation of number of housekeeper team member:
Each housekeeper team member cleans 14 rooms a day. The hotel has 100 rooms. They have 33 days of vacation per year, according
to
the
“Convenio
Colectivo
de
Hosteleria y Turismo" http://www.convenioscolectivos.net/industriasde-hosteleria/ (we have put in the last page the legislation) They have 14 days of bank holidays per year, according to the “Convenio Colectivo de Hosteleria y Turismo" The hotel has a 90% of occupancy
90% of 100 rooms= 90 rooms must be cleaned daily
We need 7 housekeepers instead of 6 because with 6 we did not cover all the rooms we need to clean. We believe that with 10 workers we can meet our needs and give an optimum quality service . If we need a one housekeeper more at a specific time, we will go to an ETT
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This is our work schedule for the month of May, we have 10 housekeeper who will be rotating throughout the year to make the rooms in the morning. And in the afternoon we will have 2 extra housekeepers who will make the coverings to the beds, and of the few rooms that have to be cleaned in the afternoon. Clarification for our schedule:
This square is for the morning shift.
This is for the afternoon shift
This square is for workers who have a medical appointment or some event like that. These are personal affairs. This is for the rests days
These are the holidays
And from the second week of May to the last due to the circumstances of the service we will have a worker who will only work 4 days a week. In this schedule we have 2 workers holidays, but not at the same time: Housekeeper 10 has holidays in the first and second week of May Housekeeper 3 has holidays from the third week of May to the last week of May
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In the front office department, the hotel will need two shifts in the morning, two in the afternoon and another one in the night. 2M 2A 1N → 5 Shifts Holidays: 33 days (as we have say before we have to give 33 days of holidays as the collective agreement of Granada says, on the last page we have more information about this) Bank Holidays: 14 days(there are the amount that the collective agreement of Granada established)
We need to cover 5 shifts (2M, 2T, 1N) at day.
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Some of the squares are the same as in the housekeepers' calendar; there is only one difference:: This square is for the night shift, this job is done by the night auditor. In this schedule we have receptionist manager (RM) that always works in the morning, the second receptionist manager that cover the “days of� of the receptionist manager in the morning and the rest of the days he/she has to cover the afternoon shift.
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In the holiday week of the night auditor the other workers will cover the night shift. We have divided the rest of the receptionist in 2 in morning, 2 in afternoon and 1 in the night. In this schedule we have 3 workers holidays: Night auditor has holidays on the second and third week of May Receptionist 8 has holidays on the last week of April and the first week of the May Receptionist 5 has holidays from the last week of May and the first of June.
JANUARY
H1 1-14 H2 15-30 H8 15-30 MAY
H3 1-14 H10 15-30
SEPTEMBER
H3 1-14 H6 1-14 H1 15-30
FEBRUARY
H4 1-14 H5 1-14 HKM 15-30 JUNE
H1 1-14 H2 1-14 H8 15-30 HA2 15-22
OCTOBER
H8 1-14 HA2 1-14 H2 15-30
MARCH
H6 1-14 H7 15-30
JULY
H9 1-14 HKM 1-14 HA1 15-30 H4 15-30 H5 15-30 NOVEMBER
H9 1-14 H10 15-30
APRIL
HA1 1-7 H9 15-30
AUGUST
H4 1-14 H5 1-14 H3 15-30 H6 15-30 H7 15-30 DECEMBER
H10 1-14 H7 15-30
We have divided the vacation in 3 sections of 15 days, being one in the period of summer. We in summer have less occupancy, August is the month we least occupy, we believe it is because of the heat. In these tables we have in blue we have the months in which we have more occupation and in orange those that less.
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In this case there are 2 housekeeper team member that work less days than others, and they have less holidays, the works the half part of the other workers (HA1, HA2), and in consequence they have the half part of the holidays. The head housekeeper (manager) has divided the holidays in 2 groups of 15 days, and the other 15 days will have them divided throughout the year by the importance of their job. We have put 15 days of holidays on summer time for all of our staff, we have done it as it says in the current legislation.
JANUARY
R3 1-14
MAY
R6 1-14 R7 15-30 SEPTEMBER
R6 15-30 R5 15-30 R4 1-14
FEBRUARY
MR2 15-30 NiA 1-14 JUNE
R7 1-14 R3 15-30 OCTOBER
R6 1-14 R5 1-14
MARCH
MR2 1-14
JULY
NiA 1-14 RM1 15-30 NOVEMBER
R7 1-14 NiA 15-30
APRIL
R4 1-14 R5 14-30 AUGUST
RM1 1-14 R4 15-30 DECEMBER
R3 15-30
We have divided the vacation in 3 sections of 15 days, being one in the period of summer. We in summer have less occupancy, August is the month we least occupy, we believe it is because of the heat. The holidays of the receptionist manager are a continuous month in summer, the last two weeks of July and the first two weeks of August, we have chosen this date because they are the months of least occupation. Due to the importance of this work the other night shift will be distributed throughout the year. On "personal matters" the receptionist number 3 takes the holidays in late December and early January because due to a family problem of force majeure has to go abroad.
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To obtain this numbers and schedules, we have consult the collective agreement of
Hospitality from Granada, and the “ley de Turismo de Andalucía”, and at state level the BOE “Ministerio de Empleo y Seguridad Social”. We have to comply with these laws
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http://tienda.sage.es/actualidad/sin-categoria/calendario-laboral/
http://www.eleconomista.es/economia/noticias/316938/11/07/Trabajo-por-turnos-como-organizar-larotacion-de-los-horarios-en-la-empresa.html
http://www.estatutodelostrabajadores.com/a36-trabajo-nocturno-trabajo-a-turnos-y-ritmo-de-trabajo/
http://www.convenioscolectivos.net/industrias-de-hosteleria/
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