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D. Thong, EME 6930 PLE


Final Project Paper
Revised: April 30, 2011
by Dinah Thong


Hospitality Housekeeping - Tutorial
A Guide to Cleaning and Inspecting Rooms


Description of the client/organization:

A major hotel company would like to add a tutorial to their web site that will show hoteliers and
housekeepers how to clean a guest room by following a consistent process, identifying the most
important cleanliness factors that are important to guests, and a process of hugging the room to
inspect rooms for cleanliness and preventive maintenance.


Statement of problem goals

Housekeeping may be the single most important, most labor-intensive, and largest cost centers in a
hotel. Part of that expense is due to high turnover and the related costs to train new staff.
Furthermore, research from J.D. Power and Associates show direct impact of room cleanliness to guest
satisfaction and the guests intent to return. Guests will not stay at your hotel again if there is a
cleanliness issue during their stay. For these reasons, hoteliers need their housekeeping staff to be well-
trained, to practice a consistent method of cleaning and inspecting rooms, and a low-cost way to train
new housekeeping associates. The tutorial is not intended to replace on-the-job training for
housekeepers. Housekeeping supervisors and managers should supplement the online training with
hands-on room cleaning and inspections, follow proper procedures for handling chemicals, and follow
proper procedures for handling blood and airborne pathogens.


Target audience

The tutorial will be designed for housekeepers, housekeeper managers and general managers. The ideal
hotel would be an economy level property, although general cleanliness steps can apply to any budget
or luxury hotel. The intended learner should be able to speak, read, and write the English language. The
learner will also need to be comfortable with getting online to access the tutorial and have basic
computer skills to navigate the tutorial.


Goals or outcome for the target audience

The main objective of this tutorial is to introduce the eight steps to cleaning a room, investigate and
identify the most important factors of cleanliness that are most important to guests, and to identify the
method for hugging the room to inspect rooms for cleanliness and preventive maintenance.


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D. Thong, EME 6930 PLE
Clear description of what the application will do

The tutorial will provide activities to support these eight steps to cleaning a room:
1. Remove all garbage, dirty linen, and towels
2. Start by spraying the chemicals in the bathroom
3. Clean the guest room (dusting, straightening up)
4. Replace missing items
5. Make the bed
6. Clean the bathroom
7. Replace towels and amenities and finish the bathroom
8. Vacuum and perform a final check

The tutorial will also include an activity to allow the learner to investigate the room to see what was
found to be issues of cleanliness and to see what was most important to guests.

In addition, the tutorial will provide an explanation on hugging the room to inspect the room.

The tutorial will be self-paced with learner controls to advance to a new section or to return to previous
ones.

Activities include drag-and-drop, clear explanations with images for each cleaning step, and information
about why guest room cleanliness is important to guest retention, an activity to inspect a room in which
the learner will be presented with a room with cleaning issues and the learner must identify the
appropriate cleaning step to fix the issue, and a multiple choice quiz.

Due to time constraints and the beginner experience level of the developer, should the client request a
next version of the application it may include an activity on hugging the room to inspect the room, click
on hot spots on images to investigate and learn about specific tasks or tips, rollover images with pop-
up messages, click on quotes to help resolve customer complaints related to guest room cleanliness,
how-to videos for selected cleaning steps, and narrative audio with learner controls.


Learning objectives

1. The learner will be able to identify the eights steps to cleaning a room
2. The learner will be able to investigate and identify the most important factors of cleanliness that
impact guest satisfaction
3. The leaner will be able to identify tips for cleaning and inspecting rooms
4. The learner will be able to identify the method for hugging a room when inspecting a room
5. The learner will be able to identify how to resolve customer complaints related to guest room
cleanliness


Prerequisite skills and knowledge

The learner will need to have basic computer skills and be able to follow read simple text directions and
audio spoken in the English language. The learner should also be knowledgeable of getting online.

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D. Thong, EME 6930 PLE

Identify and describe instructional strategies

Instructional Strategies
Chunking information the process for cleaning a room will be presented in eight steps to
organize the tasks in smaller sections.
Imagery Where possible pictures and graphics will be provided to show concrete concepts in
order to help the learner visualize the process of cleaning and inspecting a room.
Scenarios - Learning will be presented with scenarios (such as whats wrong with this room) with
narration and images.
Logical sequencing of content Knowing the proper sequence order to clean a room can save
time and frustration for the housekeeper as well as saving money for the hotel owner. The eight
steps of cleaning will be presented to show the proper order of the required tasks to achieve a
clean room.
Learning by discovery or investigating The learner will be presented with drag-and-drop
activities that will allow them to rearrange the tasks or concepts presented. Furthermore, they
will be presented with an activity that would allow them to explore or investigate factors of
cleanliness in the room to uncover what is most important to guests.


Describe how media will be used

The media will be used to guide the learner in the steps and allow them to practice concepts through
use of a variety of activities. Photos and graphics will be included to represent concepts where possible
and to make concepts related to real-life.

The color scheme in the graphics and overall look-and-feel of the tutorial will complement the style
guidelines of the client. The client prefers to stay with the blues and grays of the company colors where
possible.


Determine and delineate assessment methods and feedback

The activities will allow the learner to try again until the activity is successfully completed. The quiz will
provide assessment feedback to guide and coach the learner for incorrect responses. The learner will
have an opportunity to re-take the quiz and activities as often as they wish.

Limitations/constraints for the project and Technical requirements to create the application

As the project developer, I will design a concept paper, design flowcharts and a storyboard/
development plan, and design a prototype. The biggest limitation and constraint for this tutorial is the
time and beginner level of the developer for development. As a beginner in flash and graphics design
the overall functionality and look-and-feel may be limited.


Timeline for development use dates during the course of each event

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D. Thong, EME 6930 PLE
Research and develop content such as identifying the key steps to focus on in tutorial and
developing the activities that will accompany each step - 3/1 3/15
Flowcharts and storyboards 3/8-3/22
Create graphics, code, putting it together in Flash 3/15 4/7
Test, revise, re-test 4/7 4/13
Working Prototype 4/13
Final Prototype for Peer Review 4/14 4/20
Revise based on reviewer feedback 4/21 4/30
Project Reflective Response - 4/30
Post Final Project - 4/30

Technical requirements for the Developer
The project will be designed on a PC laptop with Adobe Flash Professional CS5, Adobe Photoshop CS5,
and Microsoft Office. Developer will use her own PC laptop with multicore Intel processor, Windows XP
Professional, 1 Gb o RAM, 4 GB of available hard disk space, 1024x768 display as well as a second
external monitor with 1600x1200 display, with 16 bit video card. Stock illustrations and photos will be
purchased through istockphoto.com and billed to client.


Technical requirements for the learner to use the application

A Mac or PC computer that is multimedia ready with a graphics card and sound card is required,
keyboard, mouse and mouse pad, speakers. The computer will need internet access with high speed
bandwidth. To access the internet the learner will need a web browser, any of the following or later
versions will work: Internet Explorer 6.0, Mozilla Firefox 3.0, Google Chrome 2.0, Safari 4.0, Opera 9.5.
To use the application, the learner will need Adobe Flash Player 10 software installed on the computer.
The computer monitors resolution will need to be at least 800x600dpi. It is recommended that the
learner take the tutorial in a comfortable, quiet learning environment with no distractions. For the field
test a computer lab with 20 computers and monitors to support 20 participants is required. Computers
require high-speed internet access, 250 MB free space on hard drive, 256 MB of RAM or higher,
Windows XP or Vista (PC)/Mac OS 10.4 (MAC) or higher, word processing software and Adobe reader
may be required.


Development screens

Home screen
The tutorial will open with a Home screen with a brief introduction of the application. The user can click
the step 1 from the menu button on the left navigation to begin.

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D. Thong, EME 6930 PLE



Cleaning step screens
Each step of the cleaning process can be accessed from the menu buttons on the left navigation. The
steps are represented as 1-8 with labels for each task. For example, step 3 is indicated as 3 Clean the
Guest Room.


The learner can learn more about the cleaning step by clicking the Previous or Next button to move
backwards or forwards within the screens.

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D. Thong, EME 6930 PLE


Make the Bed drop-and-drag activity screen
When the learner clicks 5 Make the Bed, the learner is provided with a drop-and-drop activity to the
five steps to making a bed.


Inspect a Room assessment screen
When the learner has completed all eight steps, the learner clicks Inspect a Room. The learner is
presented with a room with cleaning issues and the learner must identify which cleaning step can fix the
cleaning issues.
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D. Thong, EME 6930 PLE


High level flow outline



Citations for sources

M. OFallon and D. Rutherford. Hotel Management and Operations. Hoboken, New Jersey: John Wiley
& Sons, Inc., 2011.

Brand Operations Manual as provided by Wyndham Worldwides School of Hospitality Operations.

J.D. Power & Associates, Guest Satisfaction Index for the Hospitality Industry (Economy Sector), 2011.

Stock images from istockphoto.com with license for use
"Make the Bed" images courtesy of Days Inn with permission for use
"Inspect a Room" images from guest reviews from TripAdvisor.com

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