Housekeeping

1
Housekeeping Diversity
2
If The World Were 100 People

• How many people would be?
• Asian
• European
• N S American
• African
• Female
• Male
• Non-white
• White

57 21 14 8 52 48 70 30
3
If The World Were 100 People

• There would be
• 59 of the world's wealth would belong to 6
  people
• and all 6 would be citizens of the United States
• 80 would live in substandard housing
• 70 would be unable to read
• 50 would suffer from malnutrition
• Only 1 would have a college education
• and only 1 would have a computer

4
Workforce Diversity

• Of the 21 million new jobs expected to open
  through the year 2006, 85 percent are projected
  to be filled by women and minorities.
• Between 1988 and 2000 only 15 percent of the
  people entering the workforce were American-born
  white males. In 1987 it was 48 percent.
• In 2000, 2/3rds of new workers were women. 

5
Title VII of the Civil Rights Act of 1964

• Prohibits discrimination based upon
• Race
• Color
• Sex
• Religion
• National Origin
• Unlawful to discriminate with respect to hiring,
  termination, compensation, conditions,
  privileges, or terms of employment,

6
U.S. Hotel Workers (2000)

• Women
• Non-white
• Immigrants
• No High School Diploma
• Under Age 25

57.9 45.6 28.4
24.0 21.8
7
Line-level Employees in theU.S. Lodging Industry
(1997)

• Asian Pacific Islander 7.3
• Black, not of Hispanic origin 22.3
• Hispanic 23.9
• American Indian .9
• White, not Hispanic origin 45.6
• Female 58.3

8
Managerial Employees in theU.S. Lodging Industry
(1997)

• Asian Pacific Islander 4.3
• Black, not of Hispanic origin 8.6
• Hispanic 7.0
• American Indian .2
• White, not Hispanic origin 75.8
• Female 43.8

9
Difficulties Finding Staff

• Poor Work Ethic
• - Call in
• - No call/No show
• - Quit when receive tax refund
• Illiteracy
• Language
• - Need bi-lingual supervisors
• - Communication issues

10
Have You Been Understood?

• Be wary of a lack of interruptions
• Notice efforts to change the subject
• Note the complete absence of questions
• Watch out for inappropriate laughter
• Have the listener repeat what you have said
• Observe the listener's behavior body language

11
Communication

• Nonverbal communication
• Expressed in words 7
• Vocal inflections 38
• Facial expressions posture 55

12
Motivating Retaining Housekeepers

• Treat with respect be fair consistent
• MBWA
• Incentive programs
• Vacuum giveaway, inspections, score cards
• Flexible work schedules
• Education and training
• Increased wages and benefits
• Child care
• Transportation