DECA Lodging Career Pathway - Performance Indicators

Demonstrate use of a PBX system.

PBX= Private Branch Exchange- private phone network used within a company

You can send voicemails to an email address, forward calls, send calls to other departments, etc.

Describe functions of a call accounting system.

An application that documents phone usage. This system has the ability to capture, record and assign costs to all telephone usage with the small business or the large enterprise.

Describe the functions of automatic call dispensing and automatic call detection features.

Answers and distributes incoming calls to their destination. Call detection features allow the call taker to know who is calling- possibly refer them to the correct department

Detail the types of incoming calls.

Taking requests for Wake-up calls

Taking reservations

Informing about the hotel

Outline procedures for processing messages for guests.

Always keep pad, pen, or pencil to receive any message. When you take any message try to write down these points of information in clear handwriting so that you can understand next time:

Date & Time of the message

Callers name

Reason of Calling

Message he left to deliver

Name of the Guest, caller calls

Guest's room number

Callers telephone number, etc.

Explain how voice mail systems meet guest needs.

If someone leaves a message for the guest, it will be available for the guest. The message will get to the guest, since they likely need the message

Explain how personal digital assistants (PDAs) meet guest needs.

A small, mobile, handheld device that provides computing and information storage and retrieval capabilities for personal or business use, often for keeping schedules, calendars, and address book information handy.

Explain how Internet services meet guest needs.

Internet is a vital part of almost everyone's lives.

Wi-Fi allows for easy internet access. If it it is not free, it can provide a solid source of income to a hotel. If it is free, it can attract certain customers.

Explain how TDD systems meet the needs of disabled guests.

A simple keyboard device which can be attached to a telephone or plugged into a telephone line. A deaf person using a TTY can have a typed conversation over the telephone. If only one caller has a TTY, the conversation can take place over a relay service, with an "interpreter" in the middle. The ADA requires hotels and motels to have TTYs if they offer telephone service for customers.

- Allows deaf people to communicate through a telephone.

Explain how emerging technology for telecommunications services enhance the guest experience.

Technology facilitates communication with others. The increase in telephone service allows customers to use the phone when needed. With people with disabilities, technology can allow them to telecommunicate too.

Clean guestrooms.

- Room attendant must make sure all supplies and equipments are in the trolley.

- Pull trolley next to the door.

- Check for "double lock" or "do not disturb" sign. if there is none, knock on the door and announce presence.

- Record the time you enter the room in room occupancy report and bring along the maid's caddy.

- Make sure all air - conditioning and lights are turned on. if there

is fused bulb, replace it with the new one immediately.

- Open windows to air the room

- Collect all rubbish

- Remove all food trays and put outside so that the room service will pick up them up.

- Check lost and found item.

- Change all linens such as bed sheets, pillowcases, bath towels, face towels, hand towels and bath mats. Gather all soiled linens and take them immediately to the cart.

- Make the bed and clean the bathroom.

- Dusting from high places first

- Replace all missing amenities and supplies.

- Vacuum from inside to outside of the room and spray the air freshener.

- Turn off all power and pll all windows curtains

- Lastly, close

Explain how frequency schedules are determined for guestroom cleaning.

Guests rooms are typically cleaned everyday.

Explain how frequency schedules are determined for public area cleaning.

Should be cleaned when necessary- they should always be clean to give good impressions about the hotel.

Define fixed labor as it applies to housekeeping.

Basic salary, supplies, materials

Define variable labor as it applies to housekeeping.

Salary and overtime/extra work

Calculate estimated labor expense at each level of occupancy.

For the previous three, the occupancy levels will depend on the amount of rooms occupied. if you are half full, less workers are needed.

Distinguish recycled inventories from non-recycled inventories.

Non-recycled

- Items that are consumed or worn out during the course of routine housekeeping operations. (Cleaning supplies, small equipment, and guest supplies and personal grooming items.)

Recycled

- Items used during the housekeeping routine that can be used more than once (linens, etc.)

Establish par levels for recycled inventories such as linens, uniforms, and guest loan items.

- Should always be enough recycled inventories to sustain operations, and maybe some extra.

Explain how non-recycled inventories are maintained by establishing order points based on minimum/maximum quantities.

- Establish a minimum quantity for non-recycled inventory. Once the inventory nears the minimum, order more.

Review linen inventory records.

Know where all of the different types of linens are in the hotel.

- Bedsheets in rooms, being washed, ready for rooms

Review linen discard records and discard policy.

- Ensure that you order the linens discarded- keep the optimal amount of linens

Calculate number of linens need for full occupancy.

# of rooms, extra, linens being washed.

- If linens are washed outside of hotel, more linens are needed

Locate vacated guest rooms on status report.

Locate vacated guest rooms on status report.

- Know which rooms need to be cleaned and which ones don't

Divide number of rooms among staff.

- Each staff member should have around the same workload

- Rooms should be on the same floor/area- easier for the housekeepers

Inform staff of priority of cleaning rooms.

Communication is important. High priority rooms should be cleaned first.

List three qualifications for each position.

Chief engineer: High school diploma, training, experience

Food and Beverage Managers: Experience, training, good qualities.

Controllers: Bachelor's degree and 5 years experience, CPA license

Technology Manager: Training, experience, knowledge of computers

Describe the major duties for each position.

Chief Engineer: ensure that hotel operations run smoothly

Food and Beverage managers: Manage all F&B and day-to-day operations within

budgeted guidelines and to the highest standards

Controllers: Hotel controllers are in charge of the financial matters involved with running

a hotel or hotel chain. They are tasked with monitoring and approving all financial

decisions a hotel makes, and therefore must have thorough knowledge of accounting and

finance to be effective at their job.

Technology Manager: Ensure that all of a company's computers are working