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Hospitality Property Management (HRM 150)

Case Study - Housekeeping Management

The Makings of a Housekeeping Manager:

Shanequa Palm was hired by a lodging company after three successful interviews during her senior year in a hotel and restaurant management program. The need for supervisors in the company was extreme and she was assigned to the position of assistant executive housekeeper after two weeks of initial training. While in charge of the department on a Sunday morning, she received a call from two laundry workers scheduled to work that day. One explained the she was having car trouble and that it would take her two to three hours to get to work. The second said that she couldn't find a babysitter to take care of her two children. The hotel was very busy that morning with many check-outs and an early check-in of a tour group. The laundry room was in a state of collapse with soiled linen piling up quickly in the sorting area. On the floors, section housekeepers were running out of clean items to make up the guestrooms.

Shanequa understood that someone needed to start washing linen immediately. She asked Rene, a public area attendant, to start the machine and take care of the washing. Rene refused, arguing that he didn't know how to operate the washing machine and that it was not his job to wash anything. In a panic, Shanequa begged a team supervisor to ask a section housekeeper to help in the laundry room. She refused, explaining that the rooms in her section needed to be cleaned and that it was not in a section housekeeper's job description to wash linen.

At that point, the manager remembered the emphasis that most of her college professors put on treating employees nicely. Specifically, she recalled that the main management premise was to influence the activities of subordinates to willingly accomplish goals and that a manager must be concerned about tasks and human relations. Her solution was to solve the problem by abandoning the office and washing the linen herself. Three hours later, one of the laundry workers arrived and took over the job.

On returning to the office, she was handed four written complaints from guests about poor service. One of them stated that it had taken 45 minutes to get two extra clean towels in room 707. Shanequa began to wonder if she had made the right decision by abandoning the supervision of the department to wash the linen herself.

Assignment:

1. How would you judge Shanequa Palm's management role in that specific situation?

2. Describe the effectiveness of her management approach in the long run.

3. Compare how you would have dealt with this situation?