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We bring you a series of columns Hotel in 13 stories author Domagoj Grgić, a hospitality manager who will explain through 13 short stories from his point of view pictorial representation of the hotel and hotel business.
Domagoj Grgić He has built his career in tourism at Le Meridien Lav 5 * (Grand Casino Lav and Club Lav), Martinis - Marchi 5 *, multi-award winning Marina Frapa Resort Rogoznica and Hotel Imperial, and is currently engaged in Ireland as an ambitious and experienced manager. in Monart Spa Destination 5 * (ranked among the top 1 percent of hotels in the world by Tripadvisor for 2020).
After the first five stories, we bring you a new story Household - countdown
Domagoj Grgić / Hotel in 13 stories: Svisualize the hotel and hotel business.
Destination - the key to success
Hotel selection - arranged marriage
Concierge - an escape to wonderland
Hotel in 13 stories: Reception - hotel altar
Food and drink - atomic physics
Hotel in 13 stories: Household - countdown
"It's Saturday. It's 8 o'clock. Behind everyone is a difficult week. One maid passed away. Another maid on sick leave, injured her back. As they sit, the maids, cleaners, supervisor, and head of the household don’t talk much. Everyone is in their thoughts. A record shift of guests awaits them, and there have never been fewer of them. It is clear to everyone that it will be difficult.
After sweeping, cleaning and arranging the common areas (reception, shared toilets, outdoor areas around the hotel), they prepared the funds for the work. They are still waiting for pieces of bedding from the laundry. ”
In theory, maids and cleaners are the people in charge of cleanliness and tidiness. Most often, the maids are in charge of the rooms, and the cleaners are in charge of the common areas.
"The laundry is already in full swing. Verbatim. It is washed, dried and ironed. The machines work flawlessly. They are not betraying this time either. "
In theory, laundries are the people in charge of the work inside the laundry, starting with picking up, washing, drying, ironing, sorting and then delivering the goods.
"While the final plan for cleaning the rooms is being completed, the director in work clothes comes ready to help them. Although they are aware that they do not have real help from him and that they will not clean the toilet bowls with them, they are glad that he came. Everyone's morale rises, they rise without words and take over the cleaning plan from the hostess. It's on. The countdown begins.
The first check-out marks the beginning. The maids enter the rooms and for the umpteenth time do everything to make the rooms shine in full splendor. They look for undeclared technical deficiencies and contact the technical service. Rooms that require major work are not entered until the technical service has done its job. They enter technically correct rooms and buy garbage, vacuum and clean glass, tables, chairs, cabinets, beds, floor, television, and especially the toilet. In short, clean everything that can get dirty. They check the condition of the minibar and put on clean linen. For some reason, the first rooms are somehow the slowest to clean. ”
In theory, the supervisor is a person whose task is to check according to the checkpoints whether the room has been cleaned according to the set standards after the maid's work has been done.. In reality, the supervisor and the maid are very often natural enemies. Namely, the problem arises when the deficiency identified by the supervisor by the maid is perceived as a personal insult.
"While the first rooms are being cleaned, the laundry that was missing is coming from the laundry room in parallel, and dirty bedding is going in the other direction. The supervisor visits the finished rooms and checks that everything has been cleaned properly. The head of the household, in coordination with the head of the reception, determines the rooms that need to be cleaned as a matter of priority and notifies the reception when they are ready for rent. ”
In theory, the head of the household is the alpha and omega of hotel cleanliness.
"It's time for a daily break. A lot of work has been done, but it is far from over. Someone eats, someone uses their break to meet nicotine needs, but generally, everyone is waiting for work to continue. Almost all the guests made a check out and now it’s all up to the household. Will all rooms be ready by the official check-in? ”
In theory, it is clear to guests the time of check-in and check-out, but there are always guests who will come earlier and leave later, which further reduces the time the household has to clean and arrange the rooms and common hotel rooms.
“After the break, it starts at full speed, while in parallel, the guests arrive earlier and decide to spend time until the official check-in in one of the FnB outlets. The parking lot is getting fuller, more and more guests are pouring towards the reception, but at the same time, the household department as an army on duty is doing its job flawlessly. The head of the household informs the reception which rooms are ready, and then the receptionists inform the guests whose room is ready in order to reduce the crowds in the common areas.
The cleaning of the last rooms, which are ready for rent after the inspection of the supervisor, is nearing completion. Trolleys and cleaning products are removed from the hallway and the area in front of the rooms is finally cleaned just before the time of the official check-in.
It's over, it's official check-in time, the countdown is complete.
After a difficult week in which they lost their colleague forever, and temporarily without another, and despite the numerical inferiority, these heroines and heroes have done their job successfully.
Physically broken but moral winners, they leave their jobs and go home to their families. Until the next day, until the next shift of guests. ”
I wrote this text so that people can see what someone's valuable grandmothers, mothers, sisters, daughters and wives, ie cleaners, maids, laundresses, supervisors, leaders and their male colleagues do every day.
This is far from the physical effort itself, because employees who understand their work responsibly, go through emotional emptying every day. It is clear to everyone how their every mistake is photographed and shown somewhere as a hotel embarrassment.
I also wrote this text as a dedication and thanks to all those who are grossly underestimated and underpaid, and for whom the hotel is impeccably fragrant and clean.
