Management of Sheraton Gateway Hotel in Toronto

This document discusses the management of Sheraton Gateway Hotel in Toronto, including the organization of the front office and housekeeping departments, management of inventory and equipment, characteristics of housekeeping equipment and supplies, laundry room management, cleaning functions, safety and security measures, and environmental management and sustainability.

Running head: MANAGEMENT
Management
Name of Student
Name of University
Author Note

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Table of Contents
Part 1: Introduction....................................................................................................................2
Part 2: The rooms division.........................................................................................................3
Part 3: Organisation of Front office department........................................................................3
Part-4: Organisation of Housekeeping department....................................................................4
Part 5: Management of inventory and equipment......................................................................5
Part 6: Characteristics of housekeeping equipments and supplies.............................................5
Part-7: Laundry room management...........................................................................................6
Part-8: The cleaning functions...................................................................................................7
Part 9: Safety, security and infectious diseases..........................................................................7
Part-10: Environmental management and sustainability............................................................8
Bibliography...............................................................................................................................9

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Part 1: Introduction
Hospitality industry can be associated with the tourism industry and consists of
various facilities associated with the service industry. These include the lodging and theme
parks that can provide satisfaction to the customers (Xie, So & Wang, 2017). In a global
context, the hospitality industry has helped in the development of tourism destination in
various countries. The hospitality industry has also helped in ensuring that tourism all across
the world, provide a stable economy.
The tourism industry in the United States is considered as the largest in the world as
the country provides satisfaction to the international and domestic tourists from every part of
the world. In the case of Canada, the country is consistent with the earning from the tourism
industry. Therefore, as stated by Rahimi and Kozak (2017) both the countries earn at a higher
rate in terms of income generated from the hospitality industry.
The different types of lodging include:
Hotels: Hotels are situated in popular destination and provides a sense of
commercialisation among the individuals and the society.
Resort: Resorts are attraction places for tourists that are used for a day at a maximum.
Motel: Motels provide rest facility for the people that travel lengthy and needs a place
to stay during the long journey.
Hostels: Hostels are famous mostly in Spain and are considered as the cheapest mode
of lodging.
The hotel that is considered for the assignment is the Sheraton Gateway Hotel in
Toronto. The hotel is located near the airport and located at a distance of 6km from

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Centennial Park and a distance of 7km from Woodbine Racetrack. Some of the characteristic
of the hotel include international grill restaurant, bars and lobby lounge along with fitness
centre and indoor pool (Sheraton Gateway Hotel in Toronto International Airport, 2019).
Part 2: The rooms division
The aim of Sheraton Gateway Hotel is to ensure that every customer associated with
the hotel remains satisfied with the type of services that is provided. This includes cleaning of
the rooms, maintaining the restrooms and being involved in developing the public facilities in
a proper manner (Sheraton Gateway Hotel in Toronto International Airport, 2019).
Hence, communication between the departments needs to be maintained to ensure that
unity is prevalent among the employees. For example, the HR department associated with the
Sheraton Gateway Hotel need to ensure that employees are recruited that can fulfil the
requirements of staff, sales and maintenance in the hotel (Sheraton Gateway Hotel in Toronto
International Airport, 2019). This can provide opportunities for the development of satisfied
customers in the hotel.
At the same time, the front office of the hotel need to provide details about the rooms
available and any tourist spot that the customers wishes to visit need to be arranged by the
front desk personnel.
The housekeepers associated with the Sheraton Gateway Hotel need to maintain the
cleanliness of the hotel that includes the guest rooms, restrooms and areas that are frequented
by the public (Sheraton Gateway Hotel in Toronto International Airport, 2019).

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Part 3: Organisation of Front office department
Singh et al. (2016) is of the opinion that customers are usually attracted by the front
office of a hotel. In the case of Sheraton Gateway Hotel, the front office department is
organised based on the demands customers and the details of the rooms. At the same time,
any tourist spots that are available among the vicinity are displayed in a picturesque form so
that customers can be attracted to the places. The front office also consists of newspapers and
television so that they can remain updated with the latest news (Sheraton Gateway Hotel in
Toronto International Airport, 2019).
Part-4: Organisation of Housekeeping department
Every hotel need to consider and develop the housekeeping staffs so that cleanliness
of the facility can be maintained. In the case of Sheraton Gateway Hotel, the duty of the
housekeeping staffs is to maintain the facilities, guest rooms and the restrooms in a clean
manner. For this a schedule is maintained that helps in the repetitive involvement of the
housekeeping staff and enhance the performance standards of the staffs. This can help in the
development of the environment as well as maintain the sustainability of the hotel.
Noone, Enz and Glassmire (2017) are of the opinion that a cleaning schedule helps in
keeping focus and regularity of the housekeepers in keeping the hotel facilities clean. In the
case of Sheraton Gateway Hotel the aim of the housekeeping staffs is to make a division of
guest rooms so that the esteemed guests can be distinguished from the other guests. The hotel
also maintains a matrix that helps in scheduling the working of the housekeeping staffs. This
is done based on the development of a tabled scheduled that indicates the leaves and shifts of
the housekeeping staffs.
In the case of Sheraton Gateway Hotel, the housekeepers maintain a daily schedule so
that constant checking of the facilities is done. At the same time the daily schedule helps in

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identifying the leave and shift timing of the staffs so that scheduling can take place in an
appropriate manner.
Part 5: Management of inventory and equipment
The inventory and equipments are the resources that a hotel possesses that helps in its
development. For Sheraton Gateway Hotel, the inventory is large so that it can be have
alternative to meet the requirements and demands of the customers. This can help the hotel to
ensure that every customer is satisfied and during the season of visits, customers can have
extra facilities in terms of equipments like bed sheets, sitting arrangements, safety
equipments and so on. This can help the hotel to develop a reputation in the business as well
(Sheraton Gateway Hotel in Toronto International Airport, 2019).
Al-Refaie (2015) is of the opinion that classification of inventories is done based on
the availability of the hotels and the demands made by the customers. In the case of Sheraton
Gateway Hotel, the requirements of the customers are taken into account based on the
frequent demands and the rarely demanded resources of the customers (Sheraton Gateway
Hotel in Toronto International Airport, 2019). Along with this, the hotel provides equipments
in the form of bathing in the indoor pool, television facilities and cleaning facilities in the
form of broom sticks, chemicals along with safety gadgets.
Part 6: Characteristics of housekeeping equipments and supplies
The requirement of the housekeeping equipments is that it needs to be safe to avoid
any type of accidents while trying to implement it. Sheraton Gateway Hotel ensures that the
equipments remain safe and in excess so that every requirement of the customers can be met
with utmost efficiency (Sheraton Gateway Hotel in Toronto International Airport, 2019).

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The housekeeping department needs to include furniture such as spare beds, sofas r
tables that can add as alternative for the rooms. Sheraton Gateway Hotel ensures that the
fixture and the equipments used are appropriate for the development of the satisfaction
among the customers. At the same time, modern technological software such as cleaning
application can be used by Sheraton Gateway Hotel so that it can maintain its innovative
nature in the business (Sheraton Gateway Hotel in Toronto International Airport, 2019).
The cleaning supplies that are required include different cleaning equipments for
rooms, restrooms and the public facilities. For example, Sheraton Gateway Hotel uses
brooms and toiletries for ensuring that the restrooms are clean. The communication among
the members includes a microphone that is used by housekeepers so that instructions can be
provided about the facilities that require cleaning (Sheraton Gateway Hotel in Toronto
International Airport, 2019).
Every guest that resides in Sheraton Gateway Hotel is provided with non-reusable
resources as well as usable resources so that customers can be satisfied. One of the improved
characteristic of the hotel is that it bans plastic and due to this sustainability of the
environment can be maintained. The uniform of the staff members are made out of lined
along with the bed sheets and the bath robes. It has been seen that the bathroom consists of
shower curtains that provide an added beauty to the rooms of the hotel (Sheraton Gateway
Hotel in Toronto International Airport, 2019).
Part-7: Laundry room management
The laundry rooms of Sheraton Gateway Hotel are used for cleaning clothes of the
guests as well as the staff members. The advantage that the laundry room of Sheraton
Gateway Hotel provides is that it is situated separately from the hotel. This provides to cover
a large part of the area in which about 30 people can be associated with cleaning up the

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laundry. Sheraton Gateway Hotel also consists of 50 washers and dryers that can help in the
development of the laundry department. Apart from this, the laundry also consists of trolleys,
newspapers, television and a smoking facility for the entertainment of the customers
(Sheraton Gateway Hotel in Toronto International Airport, 2019).
Part-8: The cleaning functions
The cleaning functions of the housekeeping staffs include the maintenance of rooms,
rest rooms, hotel backyard, restrooms and the surface. In the case of Sheraton Gateway Hotel,
different equipments are used for cleaning up these facilities. As stated by Rahimi and Gunlu
(2016) the function of the cleaners is to ensure that the customers and the staffs do not have
to deal with any unclean facility in the hotel.
In this regard, precautions are taken to clean the bed, floor and toilets of the guest
rooms so that complaints from the guest regarding the place being dirty are not received. At
the same time, the public areas of the hotel like the pool or laundry are kept clean on a regular
basis by changing the water daily from the pool and by removing any water that spills on the
floor while cleaning it in the laundry room (Sheraton Gateway Hotel in Toronto International
Airport, 2019).
Along with this, the back lawn and the front lawn are kept free of hedges or excessive
grass so that poisonous insects do not reside in the areas. The restrooms can be cleaned by
applying anti-bacterial chemicals that help in reducing any disinfectant. The surface cleaning
includes the windows and exterior compartments of the building so that attraction of the
customers can be assured. The surface cleaning activities also involve painting and repainting
the walls of the hotels (Sheraton Gateway Hotel in Toronto International Airport, 2019).

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Part 9: Safety, security and infectious diseases
Tourism safety always needs to be maintained so that the hospitality industry can
maintain the trust of the customers. For Sheraton Gateway Hotel, the safety of the hotel needs
to be maintained by the employees as well as the managers so that safety programs can be
maintained. Prevention regarding fire or chances of theft are minimised by installing a fire
window in every room for the people to escape and by recruiting security guards that can
prevent the theft.
Another factor that can be considered as impressive for Sheraton Gateway Hotel is
that it has collaboration with nearby hospitals. Hence, the development of the health of the
people is maintained by the hotel. Precautions regarding bedbug infections and Legionnaires’
disease are cured by the hospitals with emphasis on the cleaning facilities of the hotel. Apart
from the security personnel, the hotel has CCTV cameras installed in and around the facility
of the hotel (Sheraton Gateway Hotel in Toronto International Airport, 2019).
Part-10: Environmental management and sustainability
The important aspect of Sheraton Gateway Hotel is that it takes precautions to
maintain the environment of the society and the city. For example, the hotel complies with
Section 93 of the Environmental Act by maintaining collaboration with the Government so
that pollution can be managed and restricted. At the same time, the hotel maintains a green
room that includes various trees for the people to understand the beauty of the nature. This
help in providing the customers with an experience of a garden stay and ensure that
sustainability of the hotel is maintained in an efficient manner (Sheraton Gateway Hotel in
Toronto International Airport, 2019).

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