5th Sem | Accommodation Management | Solved Papers | 2019-2020 | B.Sc HHA

Q.1. Define planning. What are the different types of planning? Elaborate with example.

Q.2. “The management functions of planning, organizing, leading and controlling are widely considered to be the best means of describing the manager’s job”. Explain how a manager establishes control within the department.

As mentioned in the question, the four management functions of planning, organizing, leading and controlling are essential for managers in accommodation management. While all these functions are critical, controlling plays a crucial role in ensuring that the department is functioning effectively and efficiently. In this section, we will discuss how a manager establishes control within the department.

Understanding Control

Control is the process of monitoring the department’s performance, comparing it against established goals and standards, and taking corrective action if necessary. It is a continuous process that helps managers ensure that the department is performing in line with its objectives.

Establishing Control

There are several ways that managers can establish control within their department:

1. Setting Standards – The first step in establishing control is setting standards for performance. These standards should be specific, measurable, and realistic. They should also be communicated to all staff to ensure that everyone is aware of the goals and objectives that need to be met.
2. Measuring Performance – Once standards have been set, managers need to measure performance against these standards. This can be done through the use of various performance metrics, such as occupancy rates, revenue per available room, guest satisfaction scores, and employee turnover rates.
3. Analyzing Results – After performance has been measured, the results need to be analyzed to identify any gaps between actual performance and the established standards. This analysis helps managers identify areas of weakness and opportunities for improvement.
4. Taking Corrective Action – Once areas of weakness have been identified, managers need to take corrective action to address the issues. This may involve developing new policies and procedures, providing additional training to staff, or making changes to the physical environment of the facility.

Benefits of Control

Effective control helps managers in several ways. It enables them to identify problems before they become serious, ensure that resources are being used efficiently, and make informed decisions about the future of the department. Additionally, it helps to create a culture of continuous improvement, where staff are always looking for ways to enhance their performance.

In conclusion, controlling is a critical function of management in accommodation management. By setting standards, measuring performance, analyzing results, and taking corrective action, managers can ensure that their department is functioning effectively and efficiently, and that the goals and objectives of the organization are being met.

Q.3. Define method study. State the purpose of conducting a method study. What are the steps involved in conducting a method study? Explain briefly.

Method study is a systematic and scientific approach to analyzing and improving work methods. It involves breaking down a work process into individual steps, examining each step in detail, and then making changes to improve the overall process. In this section, we will discuss the purpose of conducting a method study and the steps involved in the process.

Purpose of Method Study

The primary purpose of conducting a method study is to improve the efficiency and effectiveness of work processes. This can be achieved by identifying and eliminating wasteful and unnecessary steps in a process, improving the sequence of steps, simplifying work methods, and reducing the amount of time and effort required to complete a task. The ultimate goal of method study is to ensure that work processes are optimized, so that they are performed in the most efficient and effective way possible.

Steps in Conducting a Method Study

There are several steps involved in conducting a method study:

1. Select the Process – The first step is to select the process that is to be studied. This should be a process that is complex, time-consuming, or that has a significant impact on the overall performance of the organization.
2. Record the Process – The next step is to record the process in detail. This can be done through various methods, such as video recording, written descriptions, or flowcharts. The goal is to capture every step in the process, including the time taken to complete each step.
3. Examine the Process – Once the process has been recorded, it needs to be examined in detail. This involves analyzing each step to determine if it is necessary, if it can be combined with another step, or if it can be eliminated altogether. The goal is to identify any wasteful or unnecessary steps in the process.
4. Develop a New Method – After the process has been examined, a new method needs to be developed. This method should be optimized to ensure that it is efficient and effective. The goal is to reduce the time and effort required to complete the process, while ensuring that the quality of the work is maintained.
5. Implement the New Method – Once the new method has been developed, it needs to be implemented. This may involve training staff on the new method, making changes to the physical environment of the facility, or changing policies and procedures. The goal is to ensure that the new method is properly integrated into the work process.
6. Monitor and Evaluate the New Method – Finally, the new method needs to be monitored and evaluated to ensure that it is working as intended. This may involve measuring performance metrics, such as productivity, quality, and customer satisfaction. The goal is to identify any areas where further improvements can be made.

Benefits of Method Study

Method study is a powerful tool for improving work processes. By optimizing work methods, organizations can reduce costs, improve quality, and increase productivity. Additionally, it can help to create a culture of continuous improvement, where staff are always looking for ways to enhance their performance.

OR What is work measurement? What is the purpose of conducting work measurement? Explain three different methods with appropriate formula/calculation to conduct work measurement.

Work measurement is the process of establishing the time required to perform a particular task or activity. It involves analyzing a work process to determine the time taken to complete each step, and then calculating the total time required to complete the entire task.

Purpose of Work Measurement

The primary purpose of work measurement is to improve the efficiency and productivity of work processes. By accurately determining the time required to complete a task, managers can identify opportunities to streamline work processes, eliminate wasteful steps, and optimize the use of resources. Work measurement can also be used to set standards for performance, measure productivity, and determine appropriate staffing levels.

Three Methods of Work Measurement

There are three main methods that can be used to conduct work measurement:

1. Stopwatch Time Study – Stopwatch time study involves using a stopwatch to measure the time taken to complete each step in a work process. The total time required to complete the task is then calculated by adding up the individual times for each step. The formula for calculating the total time is:Total Time = Sum of Individual TimesFor example, if a task consists of four steps that take 10, 15, 20, and 25 seconds to complete, the total time required to complete the task would be:

   Total Time = 10 + 15 + 20 + 25 = 70 seconds

2. Predetermined Time Systems – Predetermined time systems involve breaking down a work process into individual elements, and assigning a time value to each element based on a predetermined time standard. The total time required to complete the task is then calculated by adding up the time values for each element. The formula for calculating the total time is:Total Time = Sum of Element Times x Rating FactorFor example, if a task consists of four elements that have time values of 0.5, 0.6, 0.7, and 0.8 minutes, and a rating factor of 1.2, the total time required to complete the task would be:

   Total Time = (0.5 + 0.6 + 0.7 + 0.8) x 1.2 = 2.16 minutes

3. Work Sampling – Work sampling involves observing a work process at predetermined intervals, and recording whether the worker is working or not. This data is then used to calculate the percentage of time that the worker is actually working, and the percentage of time that the worker is idle. The total time required to complete the task is then calculated by multiplying the total observation time by the percentage of time that the worker is actually working. The formula for calculating the total time is:Total Time = Observation Time x Percentage of Time WorkingFor example, if a worker is observed for a total of 60 minutes, and is found to be working for 30 minutes, the total time required to complete the task would be:

   Total Time = 60 x (30/60) = 30 minutes

Benefits of Work Measurement

Work measurement is a valuable tool for improving work processes. By accurately determining the time required to complete a task, managers can identify areas for improvement, set standards for performance, and optimize the use of resources. Additionally, it can help to create a culture of continuous improvement, where staff are always looking for ways to enhance their performance.

Q.4. Differentiate between:

(a) Performance standard and productivity standards (b) Training and orientation (c) Wholesale and Retail buying techniques

a) Performance standard and productivity standards

Performance standards and productivity standards are two distinct terms that are used in the hospitality industry.

• Performance standard is a specific criterion that is used to evaluate an employee’s job performance. It is a set of guidelines or benchmarks that are set to ensure that the employee is meeting the expectations of their job. Performance standards include factors such as job knowledge, quality of work, productivity, attendance, teamwork, and communication. These standards are used to measure an employee’s performance over a given period, usually annually, and can be used to identify areas where the employee needs to improve.
• Productivity standards, on the other hand, are measures of the amount of work done by an employee in a given period. They are usually expressed in terms of output per unit of time, such as the number of rooms cleaned per hour or the number of tables served per shift. These standards are used to measure the efficiency of an employee in completing their tasks and to ensure that they are working at a pace that is consistent with the industry standards.

In summary, performance standards measure the quality of an employee’s work, while productivity standards measure the quantity of an employee’s work.

b) Training and orientation

Training and orientation are two terms that are often used interchangeably, but they are different in their purpose and scope.

• Training is a process of providing employees with the knowledge, skills, and tools needed to perform their job functions effectively. It is a systematic and ongoing process that includes on-the-job training, formal classroom training, and e-learning. Training can include topics such as customer service, safety, communication, technical skills, and management skills.
• Orientation, on the other hand, is a process of introducing new employees to the organization and its culture. It is a one-time event that is usually done on the first day of the employee’s job. The orientation process includes providing an overview of the company, its history, mission, policies, and procedures. Orientation may also include introducing the new employee to their team and providing an overview of the work that they will be doing.

In summary, training is an ongoing process of developing skills and knowledge, while orientation is a one-time event that introduces new employees to the organization.

c) Wholesale and Retail buying techniques

Wholesale and retail buying techniques are two different approaches used in purchasing goods and services for a hospitality business.

• Wholesale buying involves purchasing goods in large quantities from a supplier or manufacturer. This approach is used to take advantage of volume discounts and to reduce the cost per unit of the product. Wholesale buying is often used for products that have a long shelf life, such as linens, cleaning supplies, and bulk food items.
• Retail buying involves purchasing goods in smaller quantities from a supplier or manufacturer. This approach is used to ensure that the product is always fresh and to reduce waste. Retail buying is often used for products that have a short shelf life, such as fruits, vegetables, and bread.

In summary, wholesale buying is used for purchasing goods in bulk and taking advantage of volume discounts, while retail buying is used for purchasing smaller quantities of goods to ensure freshness and reduce waste.

OR How would you handle the following situations?

(a) Pesticides sprayed in eyes by accident (b) A staff fell from staircase and injured ankle (c) A child walked in the hotel with bleeding nose.

Q.5. Calculate number of GRA (Guest Room Attendant) required for a 300 room five-star hotel for all shifts at an average occupancy level of 70% and draw a duty roaster.

To calculate the number of Guest Room Attendants (GRA) required for a 300 room five-star hotel, we need to consider the hotel’s average occupancy level, the number of rooms that each GRA can clean per day, and the number of shifts worked per day.

Assuming an average occupancy level of 70%, we can calculate the number of occupied rooms as:

Number of occupied rooms = 300 x 0.7 = 210

Next, we need to determine the number of rooms that each GRA can clean per day. This will depend on the hotel’s cleaning standards and the size of the rooms. For this example, let’s assume that each GRA can clean 14 rooms per day.

To determine the number of GRA required for all shifts, we can use the following formula:

Number of GRA required = (Number of occupied rooms / Rooms cleaned per GRA per day) x (Number of shifts per day)

Number of GRA required = (210 / 14) x 3 Number of GRA required = 30

Therefore, a total of 30 GRA are required for a 300 room five-star hotel for all shifts at an average occupancy level of 70%.

To create a duty roaster for the GRA, we need to take into account the hotel’s operational needs, the GRA’s availability, and any labor laws and regulations that may apply. Here is an example of a duty roaster for 30 GRA working in three shifts:

Shift 1: 07:00 AM – 03:00 PM

• GRA 1
• GRA 2
• GRA 3
• GRA 4
• GRA 5
• GRA 6
• GRA 7
• GRA 8
• GRA 9
• GRA 10

Shift 2: 03:00 PM – 11:00 PM

• GRA 11
• GRA 12
• GRA 13
• GRA 14
• GRA 15
• GRA 16
• GRA 17
• GRA 18
• GRA 19
• GRA 20

Shift 3: 11:00 PM – 07:00 AM

• GRA 21
• GRA 22
• GRA 23
• GRA 24
• GRA 25
• GRA 26
• GRA 27
• GRA 28
• GRA 29
• GRA 30

Note: This is just an example, and the duty roaster may vary depending on the hotel’s needs and the availability of the GRA. It is important to ensure that the GRA receive proper breaks and rest periods as required by law.

Q.6. Some of the housekeeping guest room attendants are working in the company for 15 years approximately who are also reluctant to update themselves and accept the changes in the organization. As a housekeeper what will be your course of action to update/train them and retain them? Explain with designing two days appropriate training plan.

As a housekeeper, it is important to ensure that all staff members are up-to-date with the latest industry trends, technologies, and practices. This can be a challenge when dealing with long-term employees who may be reluctant to change. Here are some steps I would take to update and retain experienced staff members:

Step 1: Communicate the Importance of Training

The first step is to communicate to the staff members the importance of staying up-to-date with the latest industry trends, technologies, and practices. This will help them understand why training is necessary and how it can benefit both them and the organization.

Step 2: Understand Their Concerns

The next step is to understand the concerns and reasons why they may be reluctant to change. It could be fear of change, lack of confidence in their ability to learn new things, or lack of motivation. By understanding their concerns, we can address them and make the training process more comfortable and effective for them.

Step 3: Design a Two-Day Training Plan

Here is a sample two-day training plan that can be customized based on the needs of the staff members:

Day 1:

• Morning Session:
  • Introduction to the latest cleaning and sanitation techniques
  • Explanation of new cleaning chemicals and tools
  • Demonstration of proper usage of cleaning equipment
• Afternoon Session:
  • Discussion of guest preferences and expectations
  • Explanation of the importance of guest satisfaction
  • Tips for dealing with difficult guests
  • Discussion of best practices for handling guest complaints

Day 2:

• Morning Session:
  • Introduction to new technologies used in housekeeping
  • Explanation of the latest trends in housekeeping
  • Discussion of environmental sustainability practices
• Afternoon Session:
  • Recap of the previous day’s training
  • Role-playing exercises to practice the new techniques and technologies
  • Discussion of feedback and questions

Step 4: Provide Support and Encouragement

During the training process, it is important to provide support and encouragement to the staff members. This can be in the form of one-on-one coaching, group discussions, and providing access to additional resources and materials to help them learn and adapt to the new techniques and technologies.

Step 5: Evaluate the Effectiveness of the Training

After the training is complete, it is important to evaluate the effectiveness of the training by measuring the performance of the staff members. This can be done by conducting regular performance reviews, analyzing guest feedback, and monitoring the quality of the work done by the staff members.

In summary, to update and retain experienced staff members, it is important to communicate the importance of training, understand their concerns, design an appropriate training plan, provide support and encouragement, and evaluate the effectiveness of the training.

Q.7. There are numerous methods and materials with the most effective training techniques available to help you. Prepare and equip employees to better do their jobs. As per you, what are the best method (any three each) for on-the-job and off-the-job training in housekeeping department?

OR What is waste management? State five different types of waste which is generated in hotel and provide solution for cutting down on such waste.

Q.8. Write short notes on any two:

(a) Centralized purchasing (b) Capital budget (c) Job specification

Q.9. What are the pricing methods in case an organization is planning to use some contract services for the hotel?

OR ‘LEED certification depends on a 100 points scoring’. What is LEED? What are the different categories a hotel can earn these points from? Explain briefly each category with appropriate examples.

LEED (Leadership in Energy and Environmental Design) is a green building certification program that was developed by the United States Green Building Council (USGBC) to promote sustainable building practices. LEED certification is based on a point system, with buildings earning points based on various categories related to sustainability.

There are several different categories that hotels can earn LEED points from. Here are some examples:

1. Location and Transportation: This category assesses the location of the hotel and how easily accessible it is by alternative modes of transportation, such as public transit or bike lanes. Points can be earned for locating the hotel in a dense, walkable area or providing preferred parking for low-emitting and fuel-efficient vehicles.
2. Sustainable Sites: This category assesses the impact of the hotel on the surrounding environment. Points can be earned for measures such as reducing the hotel’s impact on the natural environment, controlling erosion and sedimentation, and minimizing the heat island effect.
3. Water Efficiency: This category assesses the hotel’s water consumption and efficiency. Points can be earned for measures such as using water-efficient fixtures and appliances, reducing outdoor water use, and utilizing rainwater harvesting systems.
4. Energy and Atmosphere: This category assesses the hotel’s energy consumption and efficiency. Points can be earned for measures such as using energy-efficient lighting and HVAC systems, implementing renewable energy sources, and using building automation systems to manage energy consumption.
5. Materials and Resources: This category assesses the hotel’s use of sustainable materials and waste management practices. Points can be earned for measures such as using sustainable building materials, implementing recycling programs, and reducing construction waste.
6. Indoor Environmental Quality: This category assesses the hotel’s indoor air quality, ventilation, and lighting. Points can be earned for measures such as using low-emitting materials, increasing natural daylight, and providing access to outdoor views.

In summary, LEED certification is a green building certification program that assesses a building’s sustainability based on a point system. Hotels can earn LEED points from different categories such as location and transportation, sustainable sites, water efficiency, energy and atmosphere, materials and resources, and indoor environmental quality. By implementing sustainable practices and earning LEED certification, hotels can demonstrate their commitment to sustainability and the environment.

Q.10. What is the role of the housekeeping department in conservation of energy and water for a hotel?