Scheduling/Rostering

Staffing Guide
Performance Standards

Standards required-levels of performance

that establish the quality of the work that
must be done. Performance standards state
not only what must be done; they also
describe in detail how the job must be done.
The key to consistency are the performance
standards which are developed,
communicated and managed.
Productivity Standards

Productivity standards determine the

acceptable quantity of work to be done by
department employees. How long should it
take for a department employee to perform
an assigned task according to the
departments performance standard?
Productivity standards must be determined in
order to properly staff the department within
the limitations established by the hotels
operating budget plan.
Performance & Productivity
Standards
The challenge is to effectively balance
performance and productivity standards.
Quality and quantity need not be a double
edge sword; instead, each can serve to
check and balance the other.
A concern for productivity may not
necessarily lower performance standards-it
can sharpen and refine current work
methods and procedures.
Scheduling
Labour is the greatest single accommodation
expense.
Overstaffing results in excessive labour costs
that decrease hotel profits.
Understaffing decreases labour costs-it may
also decrease hotel profits-performance
standards will not be met-dissatisfied guests
and lost business.
Effective Scheduling
Determine which positions within
accommodation are fixed and which are
variable in relation to occupancy levels within
the hotel.
Fixed Staff Positions:
Generally managerial and administrative in
nature-usually a 40 hour week.
Variable Staff Positions:
Effective Scheduling

Variable Staff Positions include:

Floor Supervisors
Room Attendants (day and afternoon shifts)
HousePersons (day and afternoon shifts)
Lobby Attendants
Staffing Guide

Refer to Handout
Productivity Complications

Trainees/Turnover
Send Backs
Meetings
Untidy Rooms
Suites
Late Check-Outs and Room Changes
Show Rooms
Review Daily Assignments
What initial steps can be taken
to reduce turnover?
Hire the right people and continue to develop
their careers.
Most companies with low turnover rates are
very employee oriented.
Develop an overall strategic compensation
package.
Ways of Reducing Labour
Turnover
Provide job satisfaction Introduce incentives,
and Training e.g. Bonus schemes
Promotion Prospects Improve work
Improve morale organistion (duty
rosters, etc)
Improve welfare and
working conditions
Scheduling

A schedule should cover a full workweek,

which is typically defined as Sunday through
Saturday.
Schedules should be posted at least three
days before the beginning of the next
workweek.
Days off, vacation time, and requested days
off should all be indicated on the posted work
schedule.
Downtime
The length of time that a position is vacant
until a new employee who can fully perform
the job fills it.
Once an employee resigns, depending on
your employers procedure, you may fill out
an employment requisition form.
A requisition is something like a purchase
order that must be signed
by an appropriate person.
To Reduce Downtime

Forecast your personnel needs periodically.

A Staffing Guide Form can be used every two

months to help determine when to hire new
employees so that downtime is minimised

Staffing guides are based on the budget and

expected volume of business.
Before Planning the Duty
Roster..
Consider the amount of cover required.
Consider the types of shifts.
Make sure that all duties are covered.
Sufficient cover of all grades of staff-each
shift.
Fair allocation of weekend work.
Take into account break periods.
Different Types of Shift
Straight shift
Staff work a specified number of hours continuously
Split shift

Staff normally work a specified number of hours-then

have a few hours off duty and return to work
Rotating shift

Three shifts of 8 hours rotate-6-2,2-10,10-6

Alternating Shift

Staff work either a specified number of early and late

shifts each week or one week early and one week late.
Sample Roster

The Shoreside Hotel requires floor supervisor

coverage from 8am-4pm each day as follows:

Mon Tues Wed Thurs Fri Sat Sun

9 10 10 7 6 4 4

From the above information:

Ascertain the number of floor
supervisors the hotel will need
with:
Adequate coverage each day
All supervisors have two days off
The hotel does not use part-time staff
Compile a roster equitable and fair to all
Do not roster more than seven days on duty
between days off, and do ensure that where
possible, days off run consecutively.
Roster should be simple/easily read showing
starting/finishing times for each member of staff
Criteria for work
loads
House Breakout Plans

In order to ensure maximum familiarity

with the facility, it is highly recommended that
the Executive Housekeeper personally
develop this pictorial representation of every
guest room as it is located within the hotel.
 This is done by making a line drawing of the
guestroom portion of the hotel, showing the
relative positions of guestrooms, corridors,
service areas etc. And it is called as House
Breakout Plan.
Criteria for Workloads

As the house breakout plan is being created,

certain criteria must be established,
especially the workload of room attendants.
In some hotels, especially in U.S. average for
rooms cleaned per day by one person ranges
from 14 to 16 rooms.
 But the actual number may range from 13 rooms
per day (8 hours shift) to a high of 20 per day,
depending upon the Type and Nature of the
hotel activity.

In resort hotels with many metal surfaces to

polish , mirrors to clean, and multiple occupancy
guests who sleep in late, the workload of a room
attendant may be only 13 rooms per day.
Actually we must note that the criteria for
workload of a room attendant should be set
by the following factors:
1) Cleanliness and service standards that are
determined by the hotels top management
team.
2) Location and category of the facility (resort
hotel, business hotel, holiday village etc.)
3) Size of the guest rooms (larger rooms,
rooms with kitchens etc.)
4)Type and condition of the rooms thatll be
assigned to the room attendant. (when the
condition of a room left by a guest is beyond
the norm, this must also be factored into the
workload for the day.)

5) Decoration, furniture and fixture styles of the

guest rooms

6) Capacity and the experience state of the

staff ( trainee, student or official staff)
 In many hotels there are standard rooms, suites,
presidential suites, family rooms or other types
of guest rooms.
In order to make a fair allocation between the
housekeeping employees, we must first estimate
the total number of units in hotel property.
As a common acceptance, one unit means one
standard guest room, and one standard guest
room includes a bedroom plus a bathroom.
1 Standard Room (1 Unit) = 1 bedroom+ 1
bathroom.
 On the basis of the hotels spesific unit system,
we can calculate the total number of units
existing in the entire hotel property.
After finding out the hotel units, we can estimate
the number of the room attendants that is
needed in the housekeeping personnel.

Example:
Hotel Smyrni has 104 rooms to sell at the
reception desk. 80 of these rooms are standard
rooms, 15 are suites,7 of them are family
rooms and 2 of them are presidential suites.
 On the basis of following unit system and daily
workload criteria , please find out the number of
room attendants (including turners) that are
needed in the Housekeeping Department.

Unit system
1 standard room = 1 unit
1 suit = 1.5 units
1 family room = 2.5 units
1 presidential suit = 4 units
Daily workload for each room attendant is 16
rooms.
Rostering staff
Hotel Staff Duty Roster / Duty Chart Sample Format
A work shift or duty Chart shows the typical workload for employees in hotels,
There work shifts may vary with hotel occupancy and peak business days.
This also ensures that the staff has sufficient time to note their working
schedule for the following week / month. Common work shifts in the hotel are:
Morning 0700hrs to 1500hrs
Evening 1500hrs to 2300hrs
Night 2300hrs to 0700hrs
General 0900hrs to 1800hrs
Break Shift 0700hrs to 1200hrs and 1800hrs to 2300hrs
Duty Roster are usually prepared by the supervisors and then authorized by the HOD /
Manager of the department.

Approved Duty rosters are then placed on the notice board on each department. Staffs
are not allowed to make any changes on the duty rosters, if any changes required then
the same has to be approved by the HOD / Manager.