Accommodation Operations

Accommodation Operations

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B.SC – HOSPITALITY AND CATERING MANAGEMENT

ACCOMMODATION OPERATIONS

UNIT 1

1.1 The role of housekeeping in hospitality operation

1.2 Types of hotels and service offered

1.3 Types of rooms

1.1 THE ROLE OF HOUSE KEEPING IN HOSPITALITY OPERATION

The housekeeping department is the backbone of all hotel services and is closely connected with all the other

departments. It is a vital part of the system that affects the overall quality of service provided by the hotel. This

department needs to coordinate and be in constant touch with the other departments, such as food and beverage,

engineering and maintenance, security and front-office.

The efficiency of the housekeeping department has a direct impact on room availability because it is the housekeeping

department which provides the rooms for occupancy that the front-office ultimately offers for use to the guests. It is

responsible for the upkeep and maintenance of the entire property. The off-season for the hotel is, in fact, the peak season

for the housekeeping department. The attitude and mannerisms of the staff reflect the image of the property. Personal

hygiene and grooming are natural requirements for the housekeeping staff. They are expected to be neat and tidy,


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courteous and polite, with a pleasant personality. Language proficiency is an advantage while astute communication skills

are a must. The look and presentation of a room is the sole responsibility of the department. However expensive or

beautiful an article may be, it loses its charm and value if it is not well displayed. The role is a multifaceted one, its

various dimensions encompassing the responsibilities of guide, counsellor, trainer, facilitator and organiser. An effective

and efficient housekeeper needs to be patient, firm and fair, be a good listener and promote effective team bonding. As a

career, it can give a deep sense of satisfaction at the end of the day‟s work.

1.2 TYPES OF HOTELS AND SERVICE OFFERED

Hotels can be classified according to the following categories.

1. According to length of stay

Residential

Semi residential / Semi transient

Transient

2. According to type of plan

European Plan (E.P.) Room tariff + Bed Tea (Optional)

Continental Plan (C.P.) Room tariff + Continental Breakfast

American Plan (A.P.) Room tariff + Breakfast + Lunch+ Dinner

Modified American Plan Room tariff + Breakfast + Lunch/ Dinner

3. According to number of rooms


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Size of hotel Range of rooms

Small Size 0 – 25

Medium Size 25 – 100

Large 100 – 300

Very Large 300 and above

4. According to location of property

Airport / Railway Hotels

Downtown

Suburban hotel

Country hotels

Floating hotels

Highway hotels

Resorts

5. According to type of guest / clientele

Business

Leisure

Others

6. According to operating periods


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Seasonal

Year round

Two seasonal

7. According to type or level of service

Economy hotels

Mid range service hotels

World – class hotels

8. According to ownership

Independent hotels

Chain / Group of hotels

Private hotels

9. Alternate lodging properties

Dharamshalas

Sarais

Houseboats

Hostels

Pilgrim hostels

Clubs

Circuit houses

Palace on wheels


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Youth hostels

Dak Bungalow

Tourist camps

Camping grounds

Travellers lodge

Dormitories

Retiring rooms

Broadways houses

Wayside Inns

Villas / Chalets

Rest houses

Condominiums

Holiday villas

Log cabins

Circuit houses

Sanatoria

Apartment hotels

Hospices

Rent and self catering accommodation

Caravan camping sites

Paying guest accommodation


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Services offered in these hotels could vary from hotel to hotel and the positioning of the hotel and could include all or

some of the following:

Expensive furnishings, decorative and artwork.

Upscale restaurants and lounges

Spacious meeting facilities

Concierge service

Special guestroom and bathroom amenities

Nightly turndown service

Meeting facilities for conferences and small convention

Full food and beverage service

Coffee shop

Room Service

Banquet rooms

Specialty restaurant

Lounges

Uniformed service

Airport service

1.3 TYPES OF ROOMS

Each hotel has a variety of rooms to suit the needs of the guest. Following are the types of rooms usually found in a hotel.


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SINGLE ROOM

A room that has one single bed and is meant for one person. Size of bed is 36”x 75”

DOUBLE ROOM

Room with a double bed meant for a 2 people. Size of bed is 54”x75”

TWIN ROOM

A room with 2 single beds separated from each other meant for 2 people. Size of bed is 39”x 75”.

TWIN DOUBLE ROOM OR DOUBLE –DOUBLE ROOM

A room with 2 double beds separated from each other meant for 4 people.

TRIAD ROOM

A room with 3 single beds separated from each other .Meant for 3 people.

QUAD ROOM

A room with 4 single beds separated from each other meant for 4 people.

HOLLYWOOD TWIN BEDDED ROOM

A room with 2 single beds separated from each other but have a common headboard meant for 2 people.

PARLOUR


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It is a sitting room or a living room attached to a parlour bedroom meant for sitting and relaxing.

STUDIO ROOM

A parlour set up with one or two studio beds or couches or sofas that can be converted into beds.

SUITE ROOM

A living room with one or more bedrooms, a kitchenette and a mini bar, it is an important room because,

Size of the room is larger.

More facilities provided like compact kitchenette with fridge.

A particular theme is followed for its colour & décor.

Very elaborate furnishings & fittings are used.

DUPLEX ROOM

A set of rooms at different floor levels, connected by an internal stairway, generally the living room is at the lower level and

the bedroom above.

INTERCONNECTING ROOMS

Two rooms adjacent to each other, having an interconnecting door, allowing entry from one room to the other without

having to go through the corridor, generally preferred by families

PENTHOUSE

A set of rooms situated on the topmost floor a part of which may be open to the sky and be used as a terrace garden.


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ADJACENT ROOMS

Rooms next to each other along the corridor or across

ADJOINING ROOMS

Rooms with a common wall but no interconnecting doors

CABANA

Rooms situated next to the swimming pool usually attractively furnished may also have a sofa-cum-bed.

EFFICIENCY ROOM

A room with kitchen facilities usually found in residential hotels, motels & resorts

HOSPITALITY ROOM

Rooms let out to guests to entertain their own guests usually charged on an hourly basis.

LANAI ROOM

A room with a veranda that overlooks the garden or the lawns

QUEENSIZED BEDROOM

A room with a queen-size bed

KINGSIZED BEDROOM


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A room with a king-sized bed

2.1 Organization chart for a large hotel

2.2 Inter relation with other departments: Coordination- co-operation-communication.

1.4 ORGANIZATION CHART FOR HOTELS

HOUSEKEEPING ORGANIZATION CHART-300-600 ROOMS (LARGE HOTEL)

FLORIST

EXECUTIVE HOUSEKEEPER

EX.ASST

HOUSEKEEPER ROOMS

EX.ASST

HOUSEKEEPER

PA

EX.ASST

HOUSEKEEEPER

LINEN ROOM

FORMAL CONTRACT

HOUSEKEEPING SUPERVISOR



HORTICULTURE

LAUNDRY

CARPET

CLEANING

PEST CONTROL DESK

COORDINATOR

ASST.

ENGINEER

PAINTER

POLISHER

CARPENTER

HOUSEKEEPING

ATTENDANTS

HOUSEKEEPING ATTENDANTS

HOUSEKEEPING

ATTENDANTS

CHIEF ENGINEER

ENGINEER


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HOUSEKEEPING ORGANIZATION CHART-200-300 ROOMS (MEDIUM HOTEL)

EXECUTIVE HOUSEKEEPER

DESK

COORDINATOR

EX.ASST HK

ROOMS

EX.ASST HK

PUBLIC AREA

LAUNDRY HORTICULTURE

PAINTER

POLISHER

CARPENTER PEST CONTROL

HOUSEKEEPING

SUPERVISOR


LAUNDRY AND

UNIFORM ROOM

SUPERVISOR

HK ATTENDANTS

(FLORIST)

(GARDENER)

HK ATTENDANTS HK

ATTENDANTS

HK

ATTENDANTS


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HOUSEKEEPING ORGANIZATION CHART-UP TO 80 ROOMS (SMALL HOTEL)

HOUSEKEEPING INCHARGE


(FOR>=50 ROOMS

MULTI SKILLED HOUSEKEEPING

ATTENDANTS


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HOUSEKEEPING ORGANIZATION CHART-UP TO 80-200 ROOMS (SMALL HOTEL)

EXECUTIVE

HOUSEKEEPER


(FOR>=50 ROOMS

HOUSEKEEPING

ATTENDANTS

EX.ASST HOUSEKEEPER

DESK

ATTENDANT

LINEN/UNIFORM

SUPERVISOR

ALL CONTACTED SERVICES

PUBLIC AREA SUPERVISOR

(IF PA IS LARGE)


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1.5 Inter relation with other departments

All departments within a hotel are required to have a mutual cooperation and teamwork, which is of guest importance and

for their effective functioning. No department is isolated, they are interdependent. If people observe maximum courtesy

this helps the work to be more pleasant and usually in smoother operation.

The housekeeping department has very close relation-ship with front office; essential information has to be passed for

efficient functioning.

HOUSE KEEPING COORDINATES WITH THE FOLLOWING DEPARTMENTS

1. FRONT OFFICE

Coordinates with front office department are one of the important features of housekeeping. As soon as there are guest

departures the front office rings the house keeping desk and reports the room number of rooms vacated so that

housekeeping can take them over to clean and prepare it for sale. Once the rooms are cleaned house keeping

supervisor checks the room and ring the house keeping desk supervisor and hands over the clean room. Housekeeping

desk supervisor then informs the front office about the clean or ready rooms for sole. Rooms received by housekeeping

for cleaning are called departure room. While cleaned rooms handed to the front office for sole are called clean or ready

rooms.

FRONT OFFICE HOUSE KEEPING

1. Occupancy forecast is given to housekeeping department

could be given annually, monthly, weekly or daily.

This enables housekeeping department to plan extra

cleaning work and plan for staff holidays


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2. Night report gives the status of each room and also the

occupancy percentage

Enables housekeeping to allocate the work for the day.

3. Daily VIP arrival list and VIP’s in-house guest list. Enables housekeeping to prepare rooms for VIP arrivals

and check on good service for VIP staying on.

4. Daily anticipated departure list Enables housekeeping to plan due work for the day

5. Long term forecast of VIP arrivals When VIP are due the house keeping puts the suites off

for a few days in advance to prepare in advance the room

for the VIP arrivals

6. Group rooming list (tourist in group) Helps housekeeping to organize the daily work better. It

also helps in placement of supply of any item given extra.

7. Room changes Important in case of lost and found items or in case of

laundry

8. Arrival list Enables housekeeping to keep required number of ready

room for sale.

HOUSE KEEPING FRONT OFFICE

1. Occupancy report (given twice a day 10am, 4pm and

9.30pm)

Since physical checks of status of rooms are taken by

housekeeping, this report should tally with front office

report discrepancies needed to be investigated.


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2. Check out ready room This enables reception to know which rooms are ready to

be let out.

3. Sleep out list It a guest has not slept in the hotel it can indicate him as

a skipper, that is he has abandoned his luggage and left.

This is the first and can course loss revenue.

4. Out of order room list These rooms cannot be lots out and the reception needs

to know for approximately how long it is foreseeing.

5. Unusual observations, little or no luggage, carrying

pets or strange behaviour by guest.

This indicates possible loss of revenue

2. ENGINEERING AND MAINTANENCE DEPARTMENT

Maintenance takes care of all kinds of repairs that are electrical lights wiring etc.

Air condition – not working

Plumbing – Bathroom fixtures like bathtubs, tops, showerheads, water closets, flush handle, wash basin, tube etc.

Carpentry – Repair of furniture

Masonry – Crack on the wall or joints of tiles where filling needs to be done.

All the above maintenance complaints which are received by the Desk Housekeeper from the floor supervisor is

informed to the maintenance department by telephone, maintains order slip then the repairs and complaints are


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attended by maintenance personnel. It is further double checked by the floor supervisor and cleared to the desk

housekeeper for sole.

HOUSE KEEPING ENGINEERING AND MAINTENANCE

1. Maintenance requests – since housekeeper or supervisor

check each and every room every room every day, they check

for maintenance faults and informs maintenance

department.

Maintenance department organizes the attendance or

technician to work accordingly.

2. Special cleaning programs – rooms or public areas are

taken for special cleaning programs

Maintenance can check those rooms for any repairs.

3. Snagging list - list of jobs to be done by maintenance

department. When housekeeping locks the room for

redecoration or renovation.

Enables the department to plan work in advance.

ENGINEERING AND MAINTENANCE HOUSE KEEPING

1. Preventive maintenance e.g. plumbing, electrical checks

etc.

After the preventive maintenance is done housekeeping

organises to clear these rooms

2. Special requirement in equipment servicing Housekeeping arranges for the delivery and collection of

that equipment‟s and collection of that equipment‟s sent

to maintenance departments.


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3. FOOD AND BEVERAGE DIVISION

PRODUCTION DEPARTMENT

Generally coordinates with the housekeeping for uniform of the staff and exchange of kitchen dusters.

SERVICE DEPARTMENT

1. From the banquet sections or banquet functions, soil

linen is sent to the house keeping, also a banquet function

sheet is sent to the house keeping in advance, and it gives

details of the function time, number of people location of the

function, flower arrangements required and linen

requirement.

Enable housekeeping department to forward and plan

linen requirement and order for flowers arrange clock room

attendants housekeeping also makes sure that all banquet

halls are clean for the function.

HOUSE KEEPING SERVICE

1. Linen and uniform inventory plans, give details of date,

time and location of stock taking.

Enables food and beverage staff to be prepared for stock

taking

2. Shampooing and special cleaning of public area. Ensures that food and beverage service does not try to use

these areas at this time. In restaurant the staff would

ensure to corporate with the housekeeping department.

4. PERSONNEL DEPARTMENT


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Housekeeping coordinates with personal department for requirement of housekeeping staff, salary administration

indiscipline, grievance, procedure, identify cords for staff, induction (introduction) locker facilities, transverse

promotion etc.

5. PURCHASE DEPARTMENT

Housekeeping department coordinate with a purchase department for the purchase of all necessary indents (supplier)

like uniform material, linen cleaning agents and materials, equipment, guest supplies, capital expenditure items (major

expenditure). Once in the main store (general main store) from the main store indents are issued to the respective

department from the store (Housekeeping). The indents are then taken to floors either to the rooms or public area.

6. LAUNDRY DEPARTMENT

This is the department that can either enhance or kills the quality of housekeeping service, responsibility of laundry is

Wash and dry clean linen and staff,

Uniforms to very high standard of cleanliness

To supply clean, uniform and linen to housekeeping on time

To wash and dry clean guest‟s clothes

Housekeeping should ensure that clean linen is issued to restaurants health club, guestroom as it reflects the quality

and the image of the establishment.

7. SECURITY

The guestroom is the most private place and a hotel goes through great length to ensure guest privacy and security.

However a guest can take advantage of the situation by using the room for gambling etc. In such case security


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department must be notified. Housekeeping also coordinates with security department pertaining to lost and found

article. The expensive articles are stored with the security department.

FRONT OFFICE 1. Reports on room’s status and

occupancy releases check out rooms. 2. Receives requests of guests, VIP arrivals

and check rooms

PERSONAL DEPARTMENT 1. Conveys, staff, grievances, absenteeism, leave

extra hour

HOUSE KEEPING

FOOD AND PRODUCTION SERVICE 1. Supply linen, cleaning and flower

arrangement.

MAINTENANCE DEPARTMENT 1. Rooms and public area,

jobless, blocked room for major

repair

PURCHASE DEPARTMENT 1. Ordering of materials

and equipment.

SECURITY 1. Care of keys 2. Lost and found 3. Fire prevention

FOOD AND BEVERAGE PRODUCTION 1. Pest control, daily periodic cleaning.


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REVIEW QUESTIONS

1. What is the role of housekeeping in hotels?

2. What are the various types of hotels that require housekeeping?

3. List and briefly explain the different types of rooms

4. What is the importance of interdepartmental coordination especially with housekeeping?

5. Draw and explain the organisational chart of hotels of various room sizes.


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UNIT 2

2.1 Cleaning equipments manual-mechanical, Use and care of equipment

2.2 Cleaning agents-selection of cleaning agents-classification-water-hard, soft, soaps, detergent and the

composition, alkalis, acids, solvents, abrasives, deodorizers, disinfectants, seals, polishes-distribution and control

2.1 CLEANING EQUIPMENTS

INTRODUCTION

Equipment: An instrumentality needed for an undertaking or to perform a service

A tool is, among other things, a device that provides a mechanical or mental advantage in accomplishing a task. Most

tools employ some form of simple machine, or a combination of them. For example, a hammer simply functions as a lever

with the fulcrum (pivot point) being the hand of the user.

Only 5 to 10% of the cost of cleaning is spent on cleaning equipment and agents rest being labor. But they play a major

role in cleaning process. The housekeeper should endeavor to provide those which make cleaning easier for her/his staff,

save time and obtain satisfactory result.

TYPES OF EQUIPMENT (MANUAL, MECHANICAL)


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Mechanical equipment and manual brush

1. Manual Equipments

Brooms and brushes Cloth Containers

Hard broom Wet cleaning - Room attendants trolley/chambermaids trolley

Soft broom 1. Swab Hand caddies/caddie box/lamper

Water closet brush 2. Floor cloth Bucket

Upholstery brush 3. Chamois Mug

Carpet brush 4. Scrim Dust bin

Scrubbing brush 5. Sponge Dust pan

Cob-web brush


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Leather brush Dry cleaning

Tooth brush i. Checked cotton

dusters

Cloth brush ii. Yellow flannel

Moping handle iii. Rags

Scrubbing brush iv. News paper

Bottle brush

Rubber mop or water squeezer Protecting surface

v. Hearth cloth

vi. Bucket

cloth/splash mat

vii. Drugget

Brooms and brushes

These are designed to remove wet or dry soil. It consists of plastic or wooden base in

which bristle of horses hair or coir or nylon are inserted. Bristle has a crystal like

action, which removes soil and dirt

Classification of brushes:

Hard brushes: It has bristle, which are well placed.


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These are used to remove dirt

Soft brushes: they have fairly flexible bristles,

Which are set closer and used to remove soil e.g. carpet brush

Scrubbing brush: They have both short handles and long handles and well-

placed bristle either nylon or coir.

Water closet brush : It consists of nylon embedded

in plastic for hygiene, used only for water closet cleaning and no where else. It is also called

Jonny mop

Upholstery brush : It consists of smooth neat nylon brush embedded in wooden

or plastic handles


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Carpet brush: very similar to upholstery brush, bristles are thicker, coarser and normally used in conjunction with

a dustpan

Water Squeezer: It consists of metal rod with aluminium lease and has a rubber lining

to remove water from hard surface after floor has been scrubbed

Cobweb brush : It consists of nylon bristle or coir bristle on a long handle used for

removal of dust and cobweb above stretch length


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Long handle mop : It consists of long bamboo attached to wooden lease with

twisted cotton fibres which is used for cleaning large areas like corridors

Feather brush: it consists of short plastic handle with feather embedded in it. It

is used for light dusting of breakable items

Dry or flat mop : similar to long handle mop but has thicker bristles used

for buffing or polished surface

Precaution :

While using the above-mentioned item following things should be kept in mind

Brooms and brushes should never be kept on bristles

Bristle should be cleaned and dried before storage


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While cleaning stiff bristles & brushes, the last rinse should be with cold water followed with salt water to keep the

bristles stiff

Use of brushes:

Brooms and brushes are used for removing dust from variety of surfaces.

The bristles of them are made of animals, vegetable or man made origin.

Sweeping raises a certain amount of dust and with the advent of more hygienic process of vacuum cleaning the broom is

used less often.

Brooms and brush should not be used in hospitals as it is important that dust does not become airborne and spread

infection.

A carpet or box sweeper is used for removal of surface dust and crumbs from carpet.

It consists of revolving brush between two small dustpans

Use of mops:

Dry mops consist of a head of various shapes and sizes, made from soft twisted cotton yarn or synthetic fibre and

attached to a long handle.

Synthetic fibres are electrostatic, so they attract dirt

The large mops are known as mop sweepers, those with two heads, have a scissor like action and are very suitable for

large areas.

Wet mops or sponge mops are used for cleaning lightly soiled floors in conjunction with bucket, hot water and detergent.

It consists of longer coarser cotton yarn than dry mop.

Squeezes are used to remove excess water from the floor and smaller ones used in window cleaning.


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Cloths:

It can be used for wet cleaning, dry cleaning and for protecting surface

Wet cleaning;

Swab : it is cotton material loosely woven used for cleaning areas with lot of water

Floor cloth: it is made of coarse material and issued for mopping of floors

Chamois leather: these are made from the skin of chamois goat. It is used for cleaning windows and must be

washed when necessary. They are expensive and are obtained for special requirements only

Dry cleaning:

Dusters and flannel: the dusters are used for dusting of all surfaces and flannels are made of softer material and

used for highly polished surface

Rugs : they are discarded pieces of cloth used for polishing and are disposed after use

News paper : these are used for buffing of window panes and glass surface

Protecting surface:

Dustsheet: they are made of thin cotton material and are normally discards from linen room. These are used for

covering up of furniture and surface when not in use to present layers of dust settling on them

Hearth cloth: these are made of ressain or known as American cloth. It comes in various sizes. It is used to protect

carpets where there is a fireplace being used or cleaned


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Bucket cloth or splash mat: this is like hearth cloth but is in a smaller size. They are used by window cleaners or

anybody using a bucket to prevent marks of the bucket on the carpets

Druggets: these are made of coarse linen or fine canvas may be in the form of carped square or a runner (a long

strip) this is used to protect the floor during renovation

Use of cloth

Dusters and mitts are used for the collection of dust from hard surfaces and are made of soft cotton or short life material

and mitts may be impregnated.

Dusting is only used for removal of dust when dust is actually collected on duster.

Every duster has eight sides. To make optimum use of the duster as well as for the better grip we need to fold the duster

in such a way that it has eight sides.

Damp dusting is more effective on some surfaces and is only method used in hospitals.

Rag may be obtained from linen room or bought by sack and is used for applying polish.

Wet cloth should be absorbent and of a manageable size so that they can be wrung by hand. They are colour coded

according to the areas or purpose for which they are used.

Swabs are of mutton cloth or other soft, absorbent material. They are used for wet work above the floor.

Floor cloths are made of coarser cotton material than swabs and are used for WC pedestal and floors when the use of

kneeling mat is advisable.

Chamois leathers were originally skins of chamois goats. But now they are usually skivers i.e. split skins of sheep or

simulated skins. They are used wet for cleaning windows and mirrors, but also used dry as polishing cloths for silver.

Scrim is a loosely woven linen material which, because of it‟s absorbency and not leaving linters is often used instead of

chamois leather for cleaning windows and mirrors.


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Dust sheets are made of thin cotton material, about size of a single sheet, and may be „discards‟ from the linen room. They

must be kept always clean as they are used to cover furniture, stored articles and during spring cleaning.

Druggets are made of coarse linen, fine canvas or clear plastic and in the form of „carpet square‟ or runner. They are used

to protect the floor during bad weather and during redecoration.

Hearth and bucket cloths must be used clean, is used to protect the carpet or flooring when fireplace is being cleaned or if

there is likelihood of water being splashed.

Containers

Bucket or a pail: Buckets are normally made of plastic these days because they are lighter in weight, quieter in use and

easier to clean than galvanized iron ones. Mop buckets on castors with wringer attachments are still usually made of

galvanized iron.

Polish applicator trays are used when applying liquid polish to a floor with a polish applicator mop.

Spray bottles are used to apply a fine spray of water or cleaning solution as required.

Dustbins are made of galvanized iron and were noisy but now they are of rubber composition or in

the form of refuse sacks, which are of strong disposable paper or plastic and attached to a

stand.

Dustpans are used in conjunction with brush for the gathering f the dust. Formerly they were metal

but are plastic now days.

The edge of it in contact with the floor must be thin and flat.


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Sanibins are small metal or plastic containers with lids are kept toilets for the collection of soiled sanitary towels for the

hygienic reasons paper bags are provided for wrapping of the soiled towels.

Housemaid‟s or chambermaid‟s boxes were originally made of wood or metal but now are made of plastic they consist of a

box with a handle and a fitted tray and are used by maids to carry small items.

Chambermaid/Housemen trolleys:

it is used when a main section needs to be cleaned, like rooms on a particular floor. It is used if the corridor is

wide enough and there is sufficient storage place on the floor. A trolley is largely fitted conveyance which has two

bags of various shelves for storage of linen and other supplies

Trolleys is a large fitted conveyance, which as well as holding the items mentioned for the housemaid‟s box has a

bag for soiled linen and one for rubbish, shelves on which clean linen and other accessories are carried and a

step on which the vacuum cleaner can rest.

Mechanical Equipment

Vacuum Cleaner:

I. Parts of a vacuum cleaner

a) A metal box containing a motor and a fan

b) A dust bag fitted inside/outside the vacuum cleaner

c) Nozzle

d) Suction


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e)

II. Principle of functioning

a) Works on the principle of suction

b) When the motor is turned on the air is driven out through an exhaust pipe or an outlet which creates a

vacuum inside which causes suction

c) Dust and dirt is sucked into the nozzle and is deposited in the dust bag which is made of a 3-ply cotton fabric

or a special fabric which allows the air to escape

III. Precaution:

a) Bags to be dusted regularly or else the pores get clogged not allowing the air to escape and thus making

suction difficult. This strains the motor

b) Bits of metal or glass piece should be picked up before using a vacuum cleaner or else it will damage the

dust bag

c) Flex should be kept straight

d) Brushes should be cleaned before and after use

IV. Advantages:

a) Cleans thoroughly

b) Time consumption is less

c) Raises no dust, so it is hygienic and healthy

d) Less wear and tear on the carpets

e) Economical in long run

f) Labour is less

IV. Disadvantages


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a) Noisy

b) It can suck in small objects lying around

c) It is bulky so needs more storage space

d) Regular maintenance and servicing is required

e) Consumption of electricity is high

Types of vacuum cleaner:

Upright type vacuum cleaner

It is suitable for rooms but does not have any attachment; generally an upright vacuum cleaner is less flexible for room

cleaning, as it is more difficult to clean under furniture. It is used only for dry pick up. In this type of vacuum cleaner the

dust bag for collection of soil or dirt is attached on the handle of machine

Small size tank type

Used for room cleaning. It is very effective and is used for dry dust pick up, normally

comes with attachments with nozzle. It is best for cleaning sides of a chair. Another nozzle

is provided for carpet edges and a round brush for the upholstery and curtain

cleaning

Wet and dry pick up vacuum cleaner

It is used for wet and dry pick up, so the heads have to be changed for the dry and wet cleaning. The hose (pipe) also

needs to be changed. Using a damp hose for dry work will result in dust locking the hose. Further more the filters need to


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be changed; nylon filters for wet works and felt for dry pick up. This is a machine for dual use but one has to ensure staff

is correctly trained before the use of this vacuum cleaner

Dustette (small hand vacuum cleaners)

Used to vacuum clean upholstery mattresses and can be used for curtains/fabric/wall coverings and even cars

The following tips for selecting a proper vacuum cleaner:

The size of dirt bags or attachments containers can have an immediate impact on vacuum productivity. General

productivity increases significantly after the dust collector is 50 per cent full. If the dust holder is too small, the

operator will have to stop more often to empty the container.

Vacuum bags, belts, and brushes should be easy to replace. If dealer servicing is required, there should be a

reputable dealer nearby that carried all the necessary parts in stock.

If you have a large inventory of vacuums, it is important that parts be interchangeable and readily available at a

reasonable cost.

Ease of service and minimal down time should be primary considerations in purchasing equipment.

Amperage is not a recommended consideration for commercial vacuums. Instead, go by horsepower and cubic feet

of air moved per minute (CFM).

Water lift also is an important gauge for vacuums that may be required to clean up water spills.

Vacuums should collect dust and dirt, not spread it around. There are numerous filters available and a major

consideration should be to purchase vacuums that improve air quality.


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Since vacuuming requires repetitive motions, a vacuum should be ergonomically designed. Features to take note of

include weight, tire size, handle shape, and height adjustability of the handle and/or attachments.

The distance between the brush and the floor surface should be adjustable. This helps to facilitate the cleaning of

different types of floor covering, such as commercial loop carpets, carpet tiles, carpet runners, and mats.

Pile lifter:

It is a vacuum cleaner, which has two motors. It is extremely strong in action the part of the carpet you see or walk on is

normally made of synthetic or natural fibres like nylon, wood, or cotton. The pile is also known as face of the carpet

because of strong suction from two motors. It makes the pile stand up better the pile lifter is not used every day but used

once in a week or so

Carpet and upholstery shampoo machine

These are machine, which spray shampoo solution on the carpet. The shampoo is brushed evenly on the carpet. Then the

machine pulls the dirt and renders the carpet clean

Floor buffing machine

With the help of the soft pads these machines apply the floor polish on the floor and a film of

polish is evenly spread on the surface of the floor. The machine then buffs it evenly all around

the floor

Floor scrubbing brush

These machines can scrub, shampoo and polish the floor


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SELECTION OF EQUIPMENTS

The housekeeper has a great responsibility when choosing equipment since a poor choice can prove less efficient than

desired and more costly than it should be. It‟s necessary to be able to justify it‟s use in terms of saving time and labor,

hence the saving of money and it‟s efficiency in obtaining a good result

a) Quality and durability: Quality and durability of equipment should be checked before selection of any equipment.

Quality of equipment can be found from the organization that has already used these machines. We can get a

feedback from them if it is satisfactory. Then we can purchase the machine

b) Reliability :Reliability of a supplier to meet the deadline of time that the equipment should be supplied of time that

the equipment should be supplied on time

c) Purpose of the equipment: This is a very important point to be kept in mind before purchasing any equipment. It

should be very clear that for what the equipment is being purchased, what would be its use and function and also

where it will be used

d) Transportation: Transportation on time to replenish stock. That is gathering information whether the supplier has

enough facilities to transport the equipment or not. Therefore it is better to have a contract with the local office

Equipment should be light when balanced and easy to manipulate. Availability of future stock so that there is no

problem for more stock or replacement of spare parts

e) Knowledge: Knowledge in term of usage. People handling the equipment should be educated and the equipment

must be one which can be easily operated

f) Cost factor: Whether the organization is capable of spending so much or not on the basis of the equipments are

chosen

CARE & STORAGE OF EQUIPMENTS


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1. PREVENTIVE MAINTENANCE: A preventive check of the all housekeeping equipment should be done at least once

a month, the preventive check can be done in the maintenance department or the dealers of the equipment by

conducting preventive maintenance we can ensure the machine would lost longer and would be noise free.

2. PROPER HANDLING OF THE MACHINE: It should be cleaned and dried after use to avoid from rusting. The bags

and filters of the machine should be changed as and when required.

3. TRAINING: The staff should be trained when the new equipment‟s are introduced to the departments are

introduced to the department. All the staff should be taught the operation of new equipment‟s so that misuse of

equipment‟s can be avoided.

4. STORAGE: The equipment should be stored in a damp free atmosphere to prevent from rusting and the stores to be

well ventilated.

5. THE MACHINES SHOULD BE LABELED for easy identification.

6. STOCK RECORDS: Should be maintained to keep check on the number of the equipment‟s being purchased and

stored, the number of equipment‟s discarded and the number of equipment‟s in use.

7. CERTAIN RULES: Certain rules must be followed regarding issue of stock e.g. A dry can be fixed for issue of stocks

so all the staff of the department are aware of the new equipment‟s that is being introduced into the department.

8. EXPENSIVE EQUIPMENTS: Expensive equipment‟s should be covered with polythene and kept in place to avoid

rusting if not in used.

9. EQUIPMENT INVENTORY: Monthly inventory of equipments is very important to have a record for the type,

number and upkeep of the equipment

10. MAINTAIN LOGS:Maintain log for equipment that is issued by the housekeeping staff or borrowed by other

department


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CLEANING AND MAINTENANCE

To ensure proper care and maintenance of all equipments, implementation of preventive maintenance program acts very

useful this should include the following actions

Clean equipment after each use

Empty vacuum bags and clean the vacuum brushes daily

Rinse shampoo tanks after each use

Train housekeeping attendants in simple maintenance procedures such as changing vacuum cleaner belt etc

Wipe all equipments with damp cloth

Allocate time at the end of each shift for proper cleaning

Enter annual maintenance contract (AMC) with the supplier

Inspection and storage of equipment

Check electrical cords for wear and tear

2.3 CLEANING AGENTS:

It is essential that the housekeeper be familiar with the different range of products available, has knowledge of the shelf

life of products, and keeps up to date with modern technology. Choosing which products to use can be very difficult

especially with the conflicting claims of the manufacturers. It is useful to acquire samples and make comparisons of

costs, suitability, durability, ease of application, and compare the amount of labour and equipment required.


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The actual cost of detergents, seals, polishes, disinfectants, etc., may be only 5% of the total cost of cleaning and

maintenance, but the use of unsuitable products will undoubtedly lead to a waste of time and energy, damage surfaces,

possibly cause accidents, and as a result increase overall expenditure. Wherever possible, products should be

standardized, thereby effecting savings on material and labour.

Solid dirt is relatively easy to remove and does not create too many difficulties, but problems can occur when dirt is mixed

with grease or oil.

Dust or Dirt:

Before beginning cleaning it is important to understand the difference between DUST and DIRT: two terms that are quite

often used synonymously by a layman.

DUST DIRTS

Loose particles which are floating

around in the air; may or may not be

visible to the naked eye.

Dirt is dust or other materials which

adheres to a surface.

Easily removable by dusting either

dry or damp.

Cleaning requires the use of friction

in conjunction with a cleaning agent.

Dust becomes dirt over a period of

time.

May not be possible to remove after

long periods.


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How does a cleaning agent, CLEAN?

By

Holding the dirt and conveying it away as in rinsing process

Reacting with dirt, breaking it down, hold it in suspension and covey it away.

Dissolving out the grease or other substances which fixes the dirt (e.g. addition of ammonia / methylated spirit to

water for washing)

Emulsifying the grease and holding it in suspension together with the dirt, to be removed.

Various Cleaning Agents

Water:

Universal cleaning agent

Simplest of all cleaning agent

Soft water preferable over hard water

Always use water at room temperature for cleaning before increasing the temperature of water.

Abrasives

Depend on their rubbing / scratching to clean from hard surfaces

The extent to which abrasives will rub/scratch a dirty surface depends on

(a) Nature of abrasive material – soft, medium, or hard

(b) The size of particles of abrasive – fine, medium fine, very fine.


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Generally mixed with detergents and an alkali to give a scouring powder / paste / liquid.

Examples: glass, sandpaper, water emery paper, steel wool, jeweller‟s rouge, scourers, etc.

Acids:

Clean by dissolving metal. Therefore making it possible to clean metallic stains, hard water deposits, tarnish on

silver, copper.

Mild acids like citric acid, acetic acid clean mild stain.

Strong acids like oxalic acid, dil. HCl clean stubborn stains

Thorough rinsing of surface after use of acid is important to remove any leftovers.

Must be used in diluted concentrations; if used concentrated, it is important to wear protective clothing.

Alkalis

Used a grease emulsifier and stain removal agents

Available in flake / powder / liquid form

Used in addition to surfactants

Used for cleaning of blocked drains, ovens, etc.

Window Cleansers

Used for cleaning windows / door glasses


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Contains: Water miscible solvent (isopropyl alcohol) + synthetic detergent (helps in removal of dirt) + an alkali (acts

as a stabilizer) or water + methylated spirit (involves rubbing action) or ammonia

Toilet Cleansers

Contains:

Acid (which remove metallic stains)

Disinfectant (which disinfects)

Deodorant (for freshening up the air.

May contain detergents which increase the viscosity of the toilet cleanser

Available in Powder form: Soluble acid in powder form (e.g. Chlorinated bleach) + effervescing substance

(helps in spreading the active ingredient throughout the medium) or in Liquid form: uses diluted acids or in

Crystalline form: normally based on sodium acid + an anti-caking agent (to prevent corrosion of any metallic

container) + a surfactant.

Methylated Spirit, White Turpentine and Carbon Tetrachloride

All grease solvents

Highly inflammable (methylated spirit, white turpentine)

Carbon tetrachloride fumes are harmful if inhaled. Therefore never use it in confined spaces.

Bleaches

Are actually solutions of sodium hypo-chlorite and an alkali (as a stabiliser)

Have the property to whiten and germicidal powers


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Care while usage to prevent spotting of surrounding surfaces

Used for badly stained sinks and W.C.

Paraffin Wax/Oil

Used for cleaning stained bathtubs

Rarely used because of its smell.

Detergents

Are cleaning agents which when used in conjunction with water can loosen and remove dirt and then hold it (dirt) in

suspension so that the dirt is not re-deposited on the clean surface.

The main property of a detergent is to act by reducing the surface tension and wetting the article.

A good detergent should:

(a) have good wetting powers To lower surface tension of the water so that the detergent solution

penetrates between that article and the particles of the dirt.

(b) have good emulsifying powers To break up grease and enable the dirt to loosen and dissolve into the

solution (of detergent).

(c) have good suspending powers So that the dirt particles are prevented from re-depositing on the surface.

(d) Be readily soluble in water

(e) be effective in all types of water and

produce no scum.

(f) Be harmless to the article and to the


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user‟s skin.

(g) Cleanses reasonably quickly and with

minimum agitation.

(h) Readily available and easy to use.

Soaps

Are cleaning agents which are obtained when fat or oil is treated with an alkali (the process is called saponification).

The alkali content in any soap determines the oiliness, dryness, normal conditioning power of that soap.

Features

Cheap

Effective in water

Ineffective when used in hard water and hence it forms scum (therefore synthetic detergents have come into

existence)

May or may not be perfumed.

Good, rich lather formed in conjunction with soft water.

Types of Soaps

Toilet Soaps

For hand wash purposes


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Available in small tablets to medium sized cakes (usually 25 gm) or as paper soaps.

Cleansing done by rich lather formed.

Are unbuilt soaps.

May contain dyestuffs and perfumes

Left over toilet soaps may be

a. Returned to manufacturer for remarking and discounts

b. Collected and a crude liquid soap solution made. This solution may be used for scrubbing “back-of-the-house”

areas.

c. Disposed off for hygienic reasons

Soap Flakes

Dissolve easily and yield quicker suds than cakes

Contain soap, perfume and preservatives (anti-caking agents)

Delicate fabrics being washed by hand at lower temperatures

For hand wash purposes.

Soap Powder

Dissolve easily

Contains large quantities of builders (aprrox. 40%)

Good for use in washing machines.


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Classification of soaps

Unbuilt Soaps Built Soaps

Do not contain alkalis Contain alkalis

Used on lightly soiled fabrics Used on heavily soiled fabrics

Produces scum with hard water No scum formation with hard water

Generally does not irritate skin Can cause irritation of skin due to alkali‟s present.

Effects of scum formation

Greying of the fabric

Stiffness of the fabric

An odour in the fabric

Synthetic Detergents:

Are soap less

Are not affected by hard water

Have good suspending powers

Do not dry smeary

Are stable in both acidic and alkaline media

May or may not be perfumed

Types of synthetic detergents


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(a) Liquid synthetic detergents are used for

- washing hard surface

- washing lightly soiled surfaces

- do not contain - any alkaline builders, any oxygen bleach and hence are neutral in action are light duty

detergents

(b) Powdered synthetic detergents

(c) Biological (Enzymatic) detergents

Polishes

Clean by producing a shine by providing a smooth surface from which light is reflected evenly.

The smoothness of surface is brought about by

o Removing unevenness of the surface (as in polishing of metals)

o By providing a very smooth protective layer (as in floor and furniture polishes)

A Good Polish

Should be non greasy

Gives a good shine easily

Does not mark the surface

Does not smell unpleasant

Should give a hard dry finish to ensure maximum protection and ease of cleaning.


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REVIEW QUESTIONS

1. Classify cleaning equipment.

2. Illustrate a chambermaid‟s trolley and list the items kept in it.

3. What are the cleaning agents and explain different types.

4. How does a cleaning agent clean?

5. Write short notes on mechanical and chemical methods of cleaning.

6. What are the characteristics of a good detergent?

7. Explain briefly the different types of vacuum cleaners.

8. What are the points to be kept in mind to maintain equipment?


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UNIT 3

3.1 Staff requirement in housekeeping department, job allocation, and job procedures

3.2 Work schedule, duty rosters, training, performance appraisals,

3.1 Job Description

A job description is a detailed document identifying all the likely duties appertaining to a job position as well as reporting

relationships, additional responsibilities, working conditions, and any specific know-how necessary about equipment and

materials.

Job descriptions must be tailored to the specific operational needs of individual properties. A well-defined job description

brings about greater certainty of what is expected in terms of performance, and when actual results match expected ones,

both morale and efficiency are raised. A job should not be too narrowly stipulated, as it leaves no scope for individual

creativity. On the other hand, too vague a description makes it difficult to understand and handle the job. This may lead

to frustration and loss of focus. Job descriptions are also excellent tools for training.

A job description covers the following aspects:

Job profile

Coordination details

Reporting relationships


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Scope of job

Supervisory relationships

Hours of work

Job descriptions are written for unskilled, semi-skilled, and skilled employees as well as for supervisors, managers, and

executives. In the organizational structure, as one proceeds down the chain of authority towards the operative levels, job

descriptions need to more detailed, clear-cut, and expressed in a way that can be understood by less-educated workers. A

sample job description for a floor supervisor in a five-star hotel is presented in Exhibit 3.1.

The advantages of a job description are as follows:

Newly recruited employees know exactly what their job is all about.

Job descriptions set a basic foundation for achieving the standards of performance.

The document ensures that the supervisor and the subordinate have a clear understanding of their role in the

common work; else there may be a misinterpretation of the job, leading to friction.

A job description serves as a legal document for any disputes arising from a lack of definition of roles.

A job description may come to the employees' aid when dealing with an unreasonable superior who overburdens

them with tasks not in their purview.

At higher levels, people are expected to have a higher mental caliber, and often the results of their work are not

immediately evident (unlike in the case of the operating staff). In large hotel chains and luxury hotels, for employees

at 'high management' levels, a position description is written out instead

Job Description

Job title: Floor Supervisor


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Place of work: Housekeeping Department, Blue Mount Hotel, Ooty

Immediate

supervisor: Assistant Housekeeper

Shifts: 06.00-15.00

01.00-10.00

22.00-07.00

Purpose of job: To ensure that all guestrooms and sundry areas for which she is responsible are maintained to

company standards

To supervise the RAs assigned to her team.

To relay information concerning the status of rooms to and from the housekeeping office.

To achieve maximum efficiency and guest satisfaction

Subordinates

directly

supervised:

RAs, housemen

Liaison with:

Other supervisors, receptionists, maintenance staff, laundry manager, linen room, staff, valet, head

floor waiter, storekeeper

Scope of work: Help with training of staff

Maintaining stocks

Maintaining set standards of work

Planning of work

Reporting any problems to the immediate supervisor


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Basic duties: Checking staff on duty

Issuing keys

Supervising RAs and housemen

Checking all guestrooms including VIP rooms and sundry areas on her floor

Issuing cleaning and guest supplies

Supervising linen requirements and checking floor linen stocks

Attending to special requests for guests, e.g. hairdryers, irons, extra beds, etc.

Liaising with the front office

Reporting maintenance work

Undertaking administration work

Maintaining security procedures with regard to keys, fire drill, etc.

Conveying immediately all reportable matters to the immediate supervisor

Job Specification

A job specification is a document detailing the minimum qualification and qualities required by an individual to perform a

particular job. A job specifications would include the following

Educational qualifications

Mental traits

Age limit

Personality


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Equipment skills

Language skills

Physical characteristics

Special requirements

Job specifications are generally used as tools for the selection of the right employee for a a particular job as defined in the

job description.

Job list

A job list identifies all the key tasks that must be performed in the order of their importance by an individual occupying a

specific position within the department. The job list should reflect the total job responsibility of the employee. The job list

sometimes called a “task list” should be brief and to the pint. It should not be a detailed breakdown of the procedures to

be followed in carrying out each task

While determining staff strength, it must be remembered that each property will have its individual requirements. The

factors to be considered here are:

The type of hotel it is .

The location of the hotel

Traditions and customs of the locality

The size of the hotel (in terms of the number of rooms)

The occupancy rate of the hotel


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Management needs

Company policies

The quantity of work to be done

The quality of work expected, that is, the standards to be met

The time needed to do the work

The frequency with which the work needs to be done

The time when the work area is available

The amount of traffic in the area

The staff strength of the housekeeping department mainly depends on the size and structure of the hotel, that is, whether

it has a compact structure with clusters of rooms, the number of rooms per cluster or floor, the expanse of the public

areas and landscaped areas, and so on. The general rules of thumb that aid in determining staff strength in the

housekeeping department are presented below

Each hotel needs to develop its own staffing guide, which should help in scheduling the right number of staff for every

positional level in the housekeeping department at various occupancy levels of the hotel.

Procedure for developing a staffing guide

Let us understand how a staffing guide is put together with a hypothetical example. Let's say there is a property called

Hotel Coral Island, a 500-room luxury hotel, and that we need to have a staffing guide for the position of guest room

attendant. How do we proceed?


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Step 1 Determine the labour hours to be scheduled at various occupancy levels of this 500-room hotel, using the

productivity standards for the hotel's room attendants (refer Chapter 5, 'Productivity Standards'). Assume that the

productivity standard for guestroom attendants is 30 minutes (0.5 hours) to clean one guestroom. Using this productivity

standard, we can calculate the labour hours required for room attendants at various occupancy levels of the hotel.

For example, at 100% occupancy,

Rooms to clean next day = 500 x 1.0 = 500 rooms

Labour hours to clean 500 rooms = 500 x 0.5 = 250 hours

At 90% occupancy,

Rooms to clean next day =500 x 0.9 = 450 rooms

Labour hours to clean 450 rooms = 450 x 0.5 = 225 rooms

At 85% occupancy,


Labour hours to clean 425 rooms = 425 x 0.5 = 213 hours

Thus, a staffing guide table can be developed for all occupancy levels, ending at a zero base, where no room attendants

will be required since the occupancy is nil.

Step 2 Now determine the number of full-time employees (FTE) who must be scheduled to work when the hotel is at

specific occupancy levels. Since the productivity standard is 0.5 hours to clean 1 guestroom, a room attendant is expected

to clean 16 guestrooms during a 9-hour shift. Given this information, the number of full-time room attendants (RA)who

must be scheduled at different occupancy levels can be determined by dividing the number of occupied rooms by 16.


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For example, at 100% occupancy,


No. of full-time RAs needed = 500 / 16 = 31.25

= 31 (rounded off)

At 90% occupancy,

Rooms to clean next day = 500 x 0.9 = 450 rooms hours

No. of full-time RAs needed= 450 /16

= 28.12 = 28 (rounded off)

At 85% occupancy,


No. of full-time RAs needed = 425 / 16 = 26.56

= 27 (rounded off)

The actual number of room attendants scheduled by the executive housekeeper will finally depend on the number of full-

time and part-time room attendants available to her. For example, at 90 per cent occupancy, 28 full- time room

attendants may be scheduled; or 20 full-time room attendants, each working 8 hours, and 16 part- time room

attendants, each working 4 hours, may be scheduled.

Step 3 Ideally, the executive housekeeper should also incorporate into the staffing guide table, the labour expenses

required at each occupancy level. This helps in zero-base budgeting. Whether the executive housekeeper schedules only

full-time or some part-time employees as well, the total labour expense for the room attendants should not exceed the

calculated amount at a specific occupancy level.

RE

I


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The labour expense is calculated for room attendants by multiplying the labour hours by the average hourly rate for room

attendants. Assuming that the average hourly rate for room attendants is Rs 10, the next day's labour expense will be

calculated as follows:

At 100% occupancy,

Labour hours of RAs = 250 hrs

Labour expense for RAs per day = 250 hrs x Rs 10

= Rs. 2500

The staffing guide table should be completed for all positions and all occupancy levels in a similar way, taking productivity

standards for the various positions into account.

Staff strength for a 300 room property

Executive housekeeper 1

Assistant housekeeper 2 (morning and evening)

Floor supervisor 1 per 60 rooms, 1 evening, 1 night

Public area supervisor 1 per shift

Linen room / uniform room supervisors 1

Room attendants 1 per 16 rooms for morning, 1 per 30 rooms for evening

if turn down is provided


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Linen room/uniform room attendants 2

Housemen On average 1 per 60 rooms

Desk attendants 1 per shift

Tailors/upholsterers 2 depending on size of hotel

Horticulturists 1

Head gardeners 1 per 20 gardeners

Gardeners 1 per 4500 sq. ft

RECRUITING, TRAINING

Internal sources Opportunities arising from internal sources should be thoroughly examined before scouting for external

sources. Internal sourcing encourages growth within the organization and prevents stagnation and discontentment among

the staff. Internal sourcing is advantageous to the executive housekeeper also, since the manager thus gets employees

who have already proven themselves and are familiar with the property. Internal sourcing involves promotions and

transfers. External sources could be from colleges and high schools, employment agencies, industry employees, industrial

trainees, networking and through advertisements.

Training is the overall enhancement of human ability by developing knowledge, skills, attitude, and behaviour in order to

achieve individual goals. Training relates not only to new employees, but is an ongoing process for the entire team.

Training is effective only when the knowledge gained is applied at work and tested for usefulness.


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The first step in training is to assess the need for training in the department. The second step is to identify areas in which

training is required and list them according to priority. The third step is to determine what type of training is needed in

each area. The fourth step is to plan the training programmes and set time periods for implementing them. The fifth step

is to evaluate the programme

Benefits of training

The benefits of training are as follows:

New employees learn in a comfortable atmosphere.

New employees understand the importance of the job and the expectations to be met.

Existing employees improve their work performance.

Flexibility is incorporated due to cross-training.

The incidence of accidents is reduced and safety is enhanced.

Reduced expenditure on maintenance of machines results.

Employees are motivated and their job satisfaction improves.

Employees' and overall productivity improves.

Employee turnover is reduced.

The executive housekeeper gets more time for management activities.

Standards and quality of work improve.

Supervision improves.

More profits flow in due to better business.

Work Schedules


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A work schedule is a document that lists the actual tasks to be carried out by an employee in a particular shift and the

time frame in which to undertake each task. The document includes the following:

The position of the employee

The area of operation

The time at which the employee has to perform the allotted task.

Timings of meals, breaks, and any special jobs

Time for tidying equipment and closing up

Work schedules must be written in simple language and have a concise form. Since the amount of work in a day may

take longer than the length of one shift, several work schedules need to be compiled for use in one day. The number of

schedules made for a given area is thus an indication of the number of staff required to clean that area on the particular

day. The schedules should be handed over to the employees when they report for work

Planning Duty rosters

Duty rosters specify the allotment of jobs, hours of duty, and days off for each member of the staff. To make for an even

share of duties, the roster should be rotated every five weeks. Duty rosters must be simple in format, easy to interpret,

clearly written, and displayed on the staff notice board at least a week in advance.

Advantages of a duty roster

Planning a duty roster in advance helps to ensure:

The exact number of staff required to be on duty at any given occupancy.

That staff working hours are as per their employment contract.


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Regular off-days are availed for enhancing productivity.

Knowledge of which employees are present on the premises in instances of emergencies.

Accuracy in attendance and payroll reports.

Steps in making a roster

The steps in making up a duty roster are as follows:

Step 1 Ascertain occupancy levels and events expected in the hotel. This information is provided by the sales and

marketing department at the beginning of the financial year. On a daily and a weekly basis, more specific reports of

occupancy are available through coordination with the front office department. The overall forecasts of occupancy must

be considered before scheduling the employees' annual leave. These forecasts also help the executive housekeeper to

follow the staffing guide to ensure sufficient staff at peak periods and avoid excess labour during slack periods.

Step 2 Ascertain the spread of duty hours to be scheduled in the duty roster, whether 12 hours, 16 hours, or 24 hours.

Decide whether the positions will work for 5 or 7 days per week.

Step 3 Ascertain the type of shift-straight shift, break shift, rotating shift, or any other alternative scheduling-to be used.

Step 4 Ascertain the number of full-time and part-time staff on the payroll. Step 5 Ascertain the number of labour hours

per day and per week required for various positions.

Step 6 Incorporate coffee breaks and mealtime allowances in the roster.

Step 7 Ascertain that each employee gets a weekly off day after 6 working days. Provide for compensatory offs. Schedule

one reliever per 6 employees.

Step 8 Ascertain closed days and restricted holidays, and any contingency planning that may be needed.

Performance appraisal refers to the process of evaluating an employee's job performance against set standards, providing


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feedback on his/her performance, and taking corrective action if the performance is not up to the mark. Employee

performance appraisal is one of the most important aspects of managing personnel in which the executive housekeeper is

involved.

Performance appraisal should be an ongoing process. Systematic, formal appraisal of employees should be done at

periodic intervals throughout the individual's employment. The rule of thumb is to evaluate employees as often as

necessary to let them know how they are doing and what they need to do to improve. For many employees, an annual

performance appraisal may not be enough. Managers may need to informally appraise their employees periodically in

addition to the annual, more formal performance appraisal. The first regular appraisal should occur at the end of a

probationary period of employment, which may be of 3-6 months' duration, or sometimes more. After successfully

completing their period of probation, the employee should be told when to expect the next appraisal.

Performance appraisals must contain the following information:

A statement of observed strengths.

An indication of whether assigned objectives have been met.

A statement of observed weaknesses.

A statement of counselled action-what the employee should do to improvetheir performance and what the employer

will do to assist.

An estimate of when the employee should be ready for promotion.

ATTRIBUTES AND QUALITIES OF HK STAFF


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Housekeeper must have self-confidence

She should have the training ability and experience to teach and motivate people working in the department

Teaching requires dedication and desire to help others learn

Patience is the quality advised by the management because of its importance in housekeeping

Ambition to bigger housekeeping job in a larger property

Traits for success are honesty, loyalty, sincerity

i. Honesty in relationship to management

ii. Loyalty to employees

iii. Sincerity with housekeeping staff

A sense of humour will help immensely when it comes to granting outrageous request from other department heads

e.g.: maids fighting in the corridor

Being persuasive salesman, able to present an idea or to explain a need convincingly will help whether it is asking

engineering to repair a leak

It is a privilege for housekeeper to bring their guest to dine but if they could occasionally dine with staff would

emphasize on their humanity, organize birthdays and new year parties to help the employees feel they are cared

Educational requirement

The educational qualification are related to the size and the quality of the institution or the services offered

IHM or BHM graduates, home science graduates – supervisory level

Vocational school teaching specialization

Number of college trained housekeepers are barely sufficient to meet the demand of qualified manager


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Organizational framework of the housekeeping department (Large/medium/small)

Organization provides clean picture of lines of authority and channels of communication, systematic direction of

order

It protects employees from being over directed, WHO (person), WHOM (person doing job), WHAT (job)

The hierarchy chart shows each employee takes order from person directly above him/her in department

The purpose of organization structure is to demonstrate:

Reporting lines

Accountability

Indication on career path

Guidelines to new recruits

JOB DESCRIPTION

A job description by its very nomenclature is a written description of the jobs to be performed in a particular

position

Job description are simple statement of all the incumbents to position will be expected to do

It specifies parameters within which a job is done

It is a realistic guide to any employee recruited for a particular job

These parameters not only include duties and responsibilities but also reporting relationship authority, control and

coordination with other department

Advantages of job description


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The new recruit knows what his/her job is

Acts as a basic foundation to set standards of performance

Both the superior and subordinate view the job requirement to be performed in commonality

It clarifies division of labour

Acts as a legal document for any disputes (e.g. Women working in night shift)

Protects an employee from unreasonable superior who overburdens an employee

For smooth functioning it is essential to have a job description from general manager to a room boy

JOB SPECIFICATION

A job specification is a written itemization of the minimum requirements that must be met by the applicants

These specification are derived from the job description

It makes it necessary to decide what levels of supervision the department have to written down

Advantages of job specification

Indicates job by name: room attendant, houseman

Entry should be “management” or “non management”

States educational requirements

Give a range of age permissible by law

If job requires handling of equipments

If job requires special physical traits such as minimum height, physical strengths etc

Requirement of social skills like physical appearance, grooming

If any minimum experience required


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JOB DESCRIPTION OF EXECUTIVE HOUSEKEEPER

Title: Executive Housekeeper

Reports to: General Manager

Directly supervise: All housekeeping staff

Coordinates with: Front office manager, F&B Manager, Chief Engineer, Interior Decorator

Scope of the job

It is the most important position in the hotel housekeeping. It carries responsibility for cleanliness, maintenance, and

aesthetic appeal of the hotel so that they are in desirable and saleable condition

A good housekeeper must posses

Degree of tact

Good organization ability

Eye for detail

Demonstrate skills in leadership, initiative, problem solving, prioritising, and delegation, training and developing

subordinates, goal setting and being goal oriented

Training

Recruit, train and dismissal of staff


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Interviews and select best-qualified candidates for the position.

Ensures that they have proper training program and on-going development

Ensures that the company job description and training manuals are as per the current standards

Evaluates continuously the performance of the employees and counsels them in case of any deviations

Conducts regular meeting with all her employees

Administration

Maintains all related records of materials in an effective manner and according to company policies

Maintain a record of all activities within the department

Standards

Implements and monitors Company policies, standards and procedures

Daily inspects all areas of cleanliness, safety, adherence to standards and procedures

Monitors grooming and hygiene standards of the department

Ensures environment policies are implemented

Quality

Plans yearly departmental budgets

Monitors and controls inventory of supplies, par stock etc.

Quality checks and economical use by the department

Monitors performance and expenses against budgets on a regular basis

Communicates to the management expenses regarding payroll, cost per occupied room, condition of guestrooms

and public area inventories


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Inform the general manager of the need for redecoration and replacements of guestroom furniture, equipments etc.

Controls

Maintaining accurate and up to date records of all major projects attended by her including repairs and renovation

Ensures that all inventories are performed and recorded

Linen and uniform control-material

Supervises and directs the daily activities and is responsible for the efficient and smooth operation of the

department

Controls contractors-quality of work, productivity

Ensures preventive maintenance is ongoing in all guestrooms, public area and back of the house areas

Productivity

Evaluates workloads and work habits of all employees

Improves efficiency standards to ensure better performance

Institutes new processes and procedures to increase productivity

JOB SPECIFICATION OF EXECUTIVE HOUSEKEEPER

Title: Executive housekeeper

Category: Management

Qualification: Minimum a graduate preferably a hotel management/home science

Age: 30 to 45 years (depending on the size of the hotel)

Equipment skill: Knowledge of all housekeeping equipments

Physical qualification: Healthy and sturdy


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Mental qualification: Should be able to prepare a budget

Personality consideration: Must display leadership skills

Languages: English, Hindi, local language

Previous experience: Minimum 6 yrs worked as deputy housekeeper

Special requirement: Able to make floral arrangement, interested in horticulture and Interior decoration, should handle

money, time, material, Men, should have raining skill

JOB DESCRIPTION OF ASSISTANT EXECUTIVE HOUSEKEEPER

Title: Executive Assistant Housekeeper/Deputy Housekeeper

Reports to: Executive Housekeeper

Directly supervise: Floor and public area supervisor, linen and uniform Room Supervisor, desk and florist

Coordinates with: Executive Housekeeper and all the housekeeping staff

Scope of the job:

Executive Assistant Housekeeper assists the executive housekeeper in managing the department, maintaining a level of

service and cleaning and maintenance standards in all areas of responsibilities

Supervises daily operations and ensures that the highest level of cleanliness and services are maintained in the property

Enforces hotel standards, policies, procedures and department rules

Specific responsibilities:


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Demonstrate an ability to acquire the following attributes: leadership, initiative, problem solving, prioritising,

delegation, training and developing subordinates, goal setting and being goal oriented

Prepares daily work assignments or duty roster for all staff

Allocates work for housekeeping staff

Takes care of spot checking of housekeeping staff and maintenance of guest rooms and public areas

Follow up on all outstanding issues from previous staff

Conducts daily briefing with staff

Attends to courtesy calls and is responsible for grooming of staff

Trains the staff in guest room and public area cleaning and supervision

Ensures all records are maintained like inventories, budget. Purchase, equipments, front office reports, special

cleaning etc

Ensures all guest rooms and public areas are inspected by her in a given period of time, including VIP rooms

In charge of sanctioning leave only after the approval of the desk coordinator

Takes care of lost and found item in the hotel

Coordinates all repairs and refurbishment

JOB SPECIFICATION OF EXECUTIVE ASSISTANT HOUSEKEEPER

Title: Executive assistant housekeeper

Category: Management

Qualification: Minimum a graduate preferably a hotel management / home science

Age: 30 to 40 years (depending on the size of the hotel)

Equipment skill: Knowledge of all housekeeping equipments


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Physical qualification: Healthy and sturdy

Mental qualification: Should have high degree of tact, should be able to maintain all type of records

Personality consideration: Must display leadership skills

Languages: English, Hindi, local language

Previous experience: Worked in hotels as supervisor

Special requirement: Able to make floral arrangement, interest in horticulture and Interior decoration, should have

training skill

JOB DESCRIPTION OF HOUSEKEEPING SUPERVISOR

Title: Floor supervisor/Public area supervisor

Reports to: Deputy Housekeeper

Directly supervise: Housekeeping employees allotted to her area of Activity

Coordinates with: Front office, maintenance department, desk supervisor, laundry and linen room supervisor

Scope of the job:

Responsible for keeping her entire area of responsibility clean, maintenance free and ensuring a high level of service

Specific responsibilities (floor supervisor)

Assigns duties to housemen, room boys/maids

Supervise corridor, guest rooms in that section

Check par stock of linen and guest supplies, timely delivery of linen to the laundry


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Submit performance appraisals periodically

Check all safety systems on floor (fire extinguisher, smoke detector)

Releasing check out rooms on time/at the earliest

Taking rooms on red slip

Making maintenance jobs and follow ups

Ensures rooms are ready with special care e.g. VIP

Special requests for long staying guests to be attended

Identification of supplies

Checking of floor pantries

Record lost and found items as per norms

Liaison with security on security aspects on guest floor e.g. Gambling

Account for movement of linen on floor

Prepares housekeeping occupancy list for front office

Co-ordinates room service for clearance of food trays and other items

Check the serviceability of equipments on the floor

Responsible for all equipments on that floor

Responsible for behaviour of room boys/maids in floor

Specific responsibilities (Public Area supervisor)

Daily supervision of public areas

Allocation of duties for public area for cleaning in various shifts and areas

Making maintenance complaints and follow ups


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Planning periodic cleaning schedule

Co-coordinating with contract cleaners

Ensures banquet halls are clean on time

Train new recruits

Submit performance appraisals of staff working under

Account for furniture movement if any

Check and control equipments

Specific responsibilities (Desk supervisor)

All queries, complaints and requests of guest to be attended and to be directed accordingly

It is a centre of communication with other departments

Responsible of issue of keys, pagers, mobiles

Maintains all records

Leave adjustments/relievers for areas

Takes care of floral arrangement ordering

Enters occupancy in consolidated slip and sends to front office

Prepare duty register daily after checking duty chart

Extra work schedule is handed to all staff

Makes weekly indents and collects the same from sales department

Records all messages for executive housekeeper or other staff and intimates

Informs check out rooms to respective supervisor and clears the same to front office

Handle all computer records


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Ensures to collect any extra item (guest loan item) given to guest

JOB DESCRIPTION OF ROOM/PUBLIC AREA ATTENDANT

Scope:

To provide a high cleaning standard in guest rooms, corridors, pantries and staircases assigned

Specific responsibilities (Room/Public area attendant)

Cleaning of a given number of rooms or public areas

Provide a high level of service standards

Interacts with guests and personnel of the hotel in an efficient and friendly manner

Follow periodical cleaning schedules

Responsible for equipping all rooms with linen, amenities in the guest rooms

Use proper cleaning products

Reports maintenance complaints to the desk and floor supervisor

Reports any loss or damage

Maintain high level of hygiene

Afternoon shift (responsible for turn down service and late checkouts)

REVIEW QUESTIONS

1. What is the ideal staff requirement for the housekeeping department?

2. What is a duty roster?


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3. What are performance appraisals?

4. How does the job specification of an housekeeping supervisor differ from that of a room attendant

5. What are work schedules?


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UNIT 4

4.1 Daily cleaning room

4.2 Check-out room-occupied room-vacant room-evening services

4.3 Weekly

cleaning, special cleaning, periodic cleaning, Standard supplies.

4.4 Ordinary VIP and VVIP placement-guest special request-special cleaning program

4.5 Tasks schedule and records, public area cleaning, front /back area-work routine-guest room inspection

4.1 CLEANING OF GUEST ROOMS

Step by step room cleaning procedure

Cleaning of the guest room is the responsibility of the housekeeping attendants assigned to various guest floors. Normally

check out rooms should be given priority for cleaning since they can be made available for sale only after cleaning. The

golden rule for cleaning sequence of rooms is departure rooms, vacant room then occupied or stay over room


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Enter room

Tidy and air out room

Strip and make bed

Dust room

Clean bathroom

Vacuum

Make the final check

Note room status on check list

Close the door


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Entering of a guest room

The housekeeping attendants maintain a checklist, which shows the status of a room whether it is occupied,

vacant, or departure that is given by the desk attendant. Before entering any room check the status of the room

Always knock the door or ring the bell before entering a guest room even if the room is vacant or check out. In

occupied rooms the guests will usually hang “please clean the room” sign on the door knob

Never knock if there is a “do not disturb/ privacy please” sign on the door. If the sign is there just make an entry in

the checklist and proceed to the next room

Knock firmly for other rooms and announce housekeeping

Use your knuckles to knock rather than any other hard objects

After knocking count up to ten and repeat, if there is no response use the floor master key to enter the room

If the guest is sleeping or in the bathroom, immediately leave the room as silently as possible

If the guest awake or answers ask “may I clean the room sir” if the guest agrees, proceed with the cleaning or else

ask the guest when would he like the room to be cleaned

Always hang the “housekeeping cleaning the room” sign on the door knob


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Wheel the trolley near the door of the guest room. Always keep the trolley as close to the wall of the corridor as

possible to avoid impeding passage of guest and others

If the guest arrives while cleaning ask him if the guest would like his room to be cleaned now or later

4.2 DAILY CLEANING OF A CHECK – OUT ROOM

TASKS TO BE COMPLETED IN THE ROOM

1. Open curtains, arrange neatly and adjust lighting.

2. Empty and clean ashtrays and waste bins.

3. Strip and make bed(s)

4. Clean inside drawers and cupboards, putting the correct supplies at the same time.

5. Dust and clean all the furniture.

6. Clean mirror (s) and picture(s)

7. Put in the correct supplies

8. Clean inside mini-fridge.

9. Vacuum clean the carpet and arrange furniture correctly, or sweep, dust and mop the area.

10. Remove any stains on the carpet and / or walls, or windows.

IN THE BATHROOM

1. Remove soiled bathroom linen.

2. Empty and clean ashtrays, waste bins and sanibins.

3. Clean the toilet(s)


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4. Clean the showerhead; bath; bath side, surrounding tiles and shower curtain(s)

5. Clean any shelves there may be.

6. Wash the tooth glasses / gargle glasses.

7. Clean the washbasin and vanity unit.

8. Clean the mirror(s)

9. Put in linen and supplies.

10. Clean the floor.

OPEN THE CURTAIN, ARRANGE NEATLY AND ADJUST THE LIGHTING

Normally one finds the curtains closed or drawn in the morning. So as to enable you to see to clean you must open

them and be sure they are hanging evenly and neatly.

If the room has net curtains then too one may be required to open them.

Turn off the lights that may have been left on. If it is a very overcast day or if it is evening time you will need the

lights on to see properly but remember then to turn them off after you finish your work.

Empty and clean the ashtrays and waste bin

Usually we start by cleaning the dirtiest things first so that no odour remains. Empty all ashtrays into the waste

bin and empty this further into the garbage bag on the trolley. Now clean the ashtrays and the waste bin.

Normally there are metal containers on the trolley for collecting ash, since there might be a lighted cigarette or the

ash might be hot and so the plastic garbage bin might get holed up.

If you do not empty the ashtrays now you may find ash lying around when you start to make the bed(s).


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NOTE: ALWAYS CHECK THE ASHTRAYS FOR LIT CIGARETTES.

STRIP AND MAKE THE BEDS

Stripping the bed(s)

1. Remove any personal clothing / items from the bed(s)

2. Standing towards one side of the bed fold down the bedcover head to toe end, twice. (In case there is a separate

headpiece then bring down the headpiece to the toe end, first).

3. Remove the pillow cases from the pillows and keep the pillows aside. Send the pillowcases to the laundry.

4. Fold the toe end of the bedcover to the top and then the sides of the bedcover, folding from the seams.

5. Remove the bedcover and keep it on the topmost shelf of the wardrobe.

6. Standing at the foot end of the bed unfold the sides first and then un-tuck the second sheet, third sheet and the

blanket together.

7. Remove the third sheet and then the second sheet. Keep them aside for sending to the laundry.

8. Holding the blanket from the centre fold it lengthwise so that the thick fold is away from you. Repeat the process

once more. Then fold the blanket into two and keep it aside.

9. Remove the first-sheet and send for laundry.

10. Check the mattress protector for stains/tears etc. if there are any remove and send it to laundry / linen room

11. Check under the bed(s) for any trash or any guest items. Keep them in a convenient place.

12. Collect all soiled linen and put it into the soiled linen bag on the chambermaid‟s trolley.

Making the bed(s)


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1. Bring in fresh linen. (Normally always a few pieces extra)

2. Change the mattress protector:

Lay a fresh protector on the bed.

Unfold the pad the right aide up and spread it evenly over the centre of the bed.

Smoothen out any wrinkles.

3. Notify any tears on the mattress protector to your supervisor.

4. Centre the first sheet on the mattress so that equal amounts of sheet overhangs on both the sides.

5. Tuck in and mitre the bottom sheet from the upper left and lower left corners.

6. Tuck in the bottom sheet along the left side of the bed.

7. Centre the second sheet on the first sheet placing the wrong side up, with the broad hem of the sheet laid up till the

head end of the bed.

8. Open up the blanket and place its top end 8 to 10 inches away from the second sheet.

9. Centre the third sheet and place it such that the head end of the third sheet is directly over that of the second

sheet.

10. At the head end turn the third sheet, under the blanket, neatly. Next turn the second sheet over the third

sheet and fold over once more giving a fold of about 6 to 8 inches.

11. Tuck in the 2nd sheet, blanket and the 3rd sheet at the foot end (half only).

12. Mitre the lower left corner.

13. Tuck in the 2nd sheet, blanket and the third sheet along the left side of the bed.

14. Walk to the other side of the bed.

15. Mitre the first sheet at the lower right corner.

16. Tuck in the remaining half of the 2nd sheet, blanket and the third sheet. Mitre the lower right corner.


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17. Mitre the first sheet at the upper right corner.

18. Tuck in the first sheet along the right side of the bed.

19. Tuck in the 2nd sheet, blanket and the third sheet along the right side of the bed.

20. Centre the bedspread. Make sure that the seams and pattern of the spread are straight.

21. Fluff up the pillows. Put the pillow cases over the pillows.

22. Place the pillows at the head end of the bed so that they are centred.

23. Bringing the bedspread over them tuck in the bedspread under the first and the second pillow.

24. Smoothen out any wrinkles on the bed.

Clean inside drawers and cupboards putting in the correct supplies at the same time.

Since this is a check out room you may find the guest has some drawers and wardrobes open. Do not close them.

Clean and at the same time put in any supplies that go inside the drawers and cupboards.

It depends on the surface of the drawers and cupboards how clean them. If they are wooden you dust them and

generally in of wooden surfaces you ought to use white lining paper which is to be folded and changed when

necessary. Now-a-days that is earlier old fashioned and most hotels use white Formica surfaces for interiors of

cupboards and drawers. In the letter case you should wipe them clean. Incidentally one usually finds a couple of

departures in drawers so one can dust out any small bits etc. This is otherwise difficult to pick-up. In some hotels

paint the interiors of cupboards and wardrobes with gloss colour and then you can also wipe these clean.

The sort of supplies that go in drawers and cupboards are sewing kit, laundry and dry cleaning slips / bags,

hangers, “PLEASE PICK UP MY LAUNDRY” cards, etc. Putting in fresh supplies at the time of cleaning would

enable us to save time.


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Dust and clean all the furniture

Again depending on the kind of surfaces the techniques of dusting too would vary. In general, dusting has to be

carried out during room cleaning.

Principles of cleaning should be kept in mind when dusting any article / furniture. The parameters of dusting

would normally vary with regards to the article being dusted for example if there is a sofa then the dusting would

involve brushing the upholstery followed by wiping the wooden parts of the sofa with a damp cloth first and then

with a dry cloth. The wiping has to be done for the sofa from the top side, underside, under the armrests, for the

legs, etc.

Hotels do not use furniture as you find in the home, because the use heavy duty furniture called CONTRACT

FURNITURE. This means it is extra hard wearing. These days contract furniture need not be very heavy, it is

usually hard wearing because of design. Another reason for the furniture not being in heavy is because of surfaces

such as Formica and also because the type of paints and wood polishes contain plastic and many coats of these are

used to produce an easy clean hard wearing, chip-proof finish, or they use laminates of wood.

To dust correctly one must clean all the surfaces (remember the bars; dust traps one finds on chairs, under

cushions must also be cleaned. Fold your duster into three lengthwise. Fold it to three again width wise. This way

of folding gives you 18 clean surfaces / folds which make your duster more effective.

For mirrors and glasses one should dust the surface before cleaning the mirrors as dust can rise when cleaning and

stick on to the mirror.

ALWAYS START DUSTING FROM ONE SIDE OF THE ROOM, WORKING CLOCKWISE OR ANIT-CLOCKWISE

DIRECTION (SO THAT ONE DOES NOT FORGET ANY AREA TO BE DUSTED) AND LASTLY DUST THE ARTICLES

IN THE CENTRE.


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Cleaning mirrors / glasses and pictures

Clean the frame and the top with your duster.

Clean the glass surface first with a damp cloth and then a dry cloth. Check the mirror surface from various angles

looking for water and dirt marks (especially to the sides of the picture frames).

Most hotels now-a-days are using glass cleaning sprays as they give better quality product. However they are

expensive and not absolutely necessary.

NOTE: While cleaning glass the main thing to look out for is that no linters are left behind.

Replenishing guest amenities and supplies

The guest supplies are important in hotels as they are a convenience to the guests. Well packed and presented

supplies tend to give the guests a good impression. It shows the care taking nature and attitude of the hotel.

The supplies vary from one hotel to another. More expensive hotels would normally have a larger amount of guest

amenities and supplies. The supplies would even vary from each room type to another and definitely also with the

type of clientele one gets.

Cleaning the mini bar / refrigerator

Firstly switch off the refrigerator.

Clean the shelves with a damp cloth or sponge. If there any food / beverage spillages then they will normally go

away with a wipe using a damp cloth. However, in case the food / beverage stain is sticky / oily then use hot water

to clean.

Clean the gasket / beading of the refrigerator using a disinfectant to remove and further prevent the growth of any

fungus.


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Clean the main door from outside using a wet sponge.

Wipe the doors and shelves dry.

Vacuum clean the carpet and arrange the furniture correctly.

Carefully vacuum clean the whole room, also any upholstery that needs any vacuuming with special attachments.

Furniture should be moved for vacuum cleaning the flooring.

Replacement of the furniture is absolutely essential.

One vacuum cleans as the last task in the room because unlike sweeping it does not raise dust since it works on

the principle of suction it does not create any dust in the room.

Removing any stains on the carpet and / or walls or windows

Because we want everything to be in a perfect state for the next guest we must also remove any stains if necessary.

Stains on the carpet can be removed with special foam sprays, but when these are not available use detergent, water and

a scrubbing brush.

There are also special sprays which dry to a powder, absorb stains and you vacuum clean the powder. They are very good

as they leave no water-ring mark or article. Stains or marks are often found on walls above the desks, beds, and luggage

racks and one wipes them off with a sponge. Wipe off also any marks on the window.

IN THE BATHROOM


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Remove used bathroom linen

Since the guests often scatter the used towels around in the bathroom you must gather these up, as one cannot see

anything clearly until they are removed.

Put them in the dirty linen-bag of your trolley.

In some hotels they use another separate towel trolley on wheels, so that bed and bathroom linen is separated.

Empty and clean ashtray, waste bin and sanibins

Empty the ashtrays into the bin, and further empty the bin into the waste-bin on your trolley. Also empty the mini

bin if it has been used.

Wash the ashtrays and the two bins with your floor cloth. Now squeeze out your floor cloth to wipe off excess

moisture and then use a dry duster to wipe the bins dry.

Clean the toilet

Since we usually clean the most likely to be dirty things as quickly as possible to reduce the odours, we next clean

the toilet after removing the big waste.

When you clean with a lavatory brush, the method used is not a demanding task.

Using either liquid soap or a scouring powder or a special toilet cleanser, scrub with your brush the insides of the

toilet bowl. Take care to scrub around the rim as water marks can build up here since the water flushes out

through here. Now flush. If still not clean, brush and flush again.


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Water marks are caused in the areas of hard water because of the amount of Calcium in the water. If the toilet

drips or a tap leaks one gets marks from water also. Sometimes one gets brown marks from the Iron content or

from the water pipes. We call all these water marks water-scale build-up.

Now you must clean the outside of the toilet bowl. Use a duster with water and detergent for this. Clean the pipes

behind the toilet as well. Keep these dusters away from the other dusters which are being used for glass cleaning.

Now using the same duster, clean the lid of the seat and the underneath of both (the lid and the seat itself). Many

hotels put a strip on the lid seat saying “Sanitized for Your Use” / “Disinfected for your protection”. In this case

one uses another duster / floor cloth this time dampened only with a product such as “DETTOL” (or any other

antiseptic solution), and one wipes this all over the seat and lid and the underneath of both.

Normally one stores the toilet brush in a plastic bag on the trolley / or in a separate compartment (built in the

maid‟s hand caddy) separating it away from other cleaning materials. One changes the plastic bag daily.

Leave the toilet lid and seat closed.

Note: After cleaning the toilet always wash your hands. It is as important as washing hands after using a toilet. The

other best alternative is the use of rubber hand gloves of hygiene.

Clean the bathtub, bath side, surrounding tiles and shower curtain(s)

Using your sponge and detergent with hot water clean the bathtub, the rim of the bathtub, the side, the water taps

/ faucets, the bathtub side tiles (which get splashed when a guest uses the bat and / or the shower).

Clean the shower curtain rail using a dry duster.

Clean the shower curtain using hot water and detergent solution. Scrub the shower curtain wherever necessary.

Wipe it dry.


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Avoid splashing the water all over or you might end up creating a mess.

Now wipe the bathtub and the tiles around it, dry. Wipe the water faucets, shower head, shower curtain rail and all

other metal fixtures, dry. Metal if left damp can corrode. Also water if left on chrome plated fixtures can leave

water stains behind.

Place the shower curtain loosely arranged at the foot end of the bathtub with the bottom of the curtain inside the

bathtub. If one closes the curtain completely, it does not allow enough circulation of air and can cause humidity

problems.

Cleaning the shelves (if any)

Remove any supplies that may be on the shelves.

Clean with your sponge and dry.

Replace any supplies there where.

Wash the gargle glasses

Some hotels use disposable plastic glasses pre-wrapped and one discards the used, and exchanges clean for dirty.

If ordinary gargle glasses are in use, then wash the gargle glasses using hot water and a little detergent and a

separate sponge or nylon scrubbing disc. Do not use the sponge you clean the bath with. Rinse with cold water.

Dry with your glass cloth which you use only for your gargle and drinking glasses.

Many hotels wrap and put on the wrapper “Sanitized for your Use”. This is done by rinsing with a sterilizing agent

of the kind used for baby equipment.


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Many hotels do not wash the glasses in the room but centrally at the dish-washing area where the machine rinsing

temperature otherwise sterilizes them for certain. Then you have a tray of wrapped glasses on your trolley and

exchange clean for dirty.

Clean the washbasin and the vanitory unit

Usually in hotels the washbasin is inset into a slab of Formica or marble, giving an additional surface around the

washbasin. This is called the vanitory unit or a vanity. In a bathroom it is always a washbasin. Sinks are found in

the kitchen.

We clean all this area before we clean the mirror as we may splash water on the mirror while cleaning. Remember a

correct method uses your brains so you don‟t have to repeat the work. Room-cleaning is enough of a physically

tiring job without giving oneself jobs to repeat.

Clean the washbasin, taps and the vanitory unit with your sponge, hot water and a detergent. Rinse with cold

water and remove all the dirt. Wipe the surfaced dry.

Clean the mirror

Wipe with a damp cloth.

Rub with your glass cloth which you must keep dry.

Check your mirror from all angles that there are no wipe marks on it.

Put in the linen and the supplies

The linen generally used in a double room is :

o 2 large bath towels


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o 2 medium sized towels

o 1 bath mat.

o 2 face cloths

o 3 bed sheets

o 2 pillow cases

The other supplies normally found in the bathroom are:

o Soap on the bath, basin and bidet.

o 2 toilet paper rolls (always an extra so the guest does not run out of paper)

o 1 pack of tissue box.

o 2 sanitary disposal bags.

o 1 shoeshine slip.

o The two gargle glasses that you already cleaned (generally they are wrapped in glass covers)

o 1 ashtray on the washbasin.

o 1 W.C. band.

Many hotels also supply:

o A mini bottle each of

Shampoo

Bubble bath

Eau-de-cologne

Body gel

Body talc


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Clean the floor

One must wash the bathroom floor daily.

Use your floor cloth and a little detergent. One can also use a little phenol in the water to disinfect, since the guest

walk bare footed in the bathroom often.

Wipe under the wash basin; clean at the same time any underneath pipes that may exist. Clean behind the door.

Be sure that the last guest has left nothing behind the door and that it is clean. Clean the remaining floor area.

One works backwards so the one finishes at the entrance to the bathroom and then one does not walk over the

washed and still damp floor.

Always leave the bathroom door open for air to circulate.

CLEANING THE BATHROOM

Equipment

All-purpose cleaner

Clean cloths and sponges

Glass cleaner

Bowl brush

Clean bath towels, hand towels, wash-cloths and bath mat.

Procedures

Step 1


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o Turn on lights and fan. Replace any burned-out light bulbs. Check fan for proper operation.

Step 2

o Remove used towels, washcloths and bath mat.

Step 3

o Empty trash and wipe container

Step 4

o Flush the toilet. Apply all-purpose cleaner around and under the lip of the bowl. Let it stand while you attend

to other cleaning tasks.

Step 5

o Clean the shower area.

o Check the shower head to make sure it is positioned correctly.

o Wash the tub or shower walls and soap dishes using a damp cloth and all-purpose cleaner. Check condition

of walls as you clean.

o Rinse the tub or shower walls and soap dishes with sponge.

o Clean both sides of the shower curtain of shower door. Pay special attention to the bottom where mildew may

accumulate. Wipe dry.

o Clean shower curtain rod or clean the tracks and frame of the shower door.

o Scrub the bathtub with all-purpose cleaner. Remove and clean the drain trap.

o Clean bathtub fixtures. Polish dry to remove water spots

o Hang clean bath mat over edge of the tub.

o Reposition shower curtain or shower door to the centre of the tub.

Step 6


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o Clean the vanity and sink area.

o Run some warm water into the sink. Add the correct amount of all-purpose cleaner.

o Clean the counter top area of the vanity.

o Clean the sink. Remove drain trap and clean.

o Clean sink fixtures. Polish dry to remove water spots.

o Wipe dry the counter top area of the vanity.

o Clean mirror with glass cleaner

Step 7

o Clean the toilet

o Scrub the insides of the toilet and under the lip with the bowl brush, Flush.

o Using cleaning solution and a cloth, clean the top of the seat, the lid, the tank, and the outside of the bowl.

o Wipe dry all the outside surfaces

o Close the lid.

Step 8

o Clean bathroom walls and fixtures

o Dust light fixtures

o Using a clean damp cloth, spot-clean fingerprints and smudges

o Wipe down electrical outlets and light switches, paying close attention to the surrounding wall area.

o Wipe and polish towel bars.

o Dust all exposed piping.

o Clean both sides of the bathroom door

Step 9


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o Restock bathroom supplies

o Replenish the towels

o Replenish guest amenities

o Replenish toilet and facial tissue supplies.

Step 10

o Clean the floor.

o Spray bathroom floor and baseboards with all-purpose cleaning solution.

o Starting with the farthest corner and working your way toward the door, scrub the floor and wipe baseboards.

Step 11

o Make one final check. Visually scan all areas of the bathroom for areas you may have over-looked. Turn off

the lights and the fan.

CLEANING THE HOTEL ENTRANCE

Equipment

Broom and dustpan

Mop and bucket

All-purpose cleaner

Floor cleaner

Glass cleaner

Cloths and sponges

Procedures


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Step1

o Swab any excess water from the floor using a dry mop, rag, or sponge.

Step 2

o Sweep floor area, including matting or runners.

Step 3

o Mop floor area, including matting or runners if appropriate.

Step 4

o Clean glass areas of doors on both sides, working from the top down.

Step 5

o Clean non-glass areas of doors. For particular attention to fingerprints and smudges around handles and

knob areas.

Step 6

o Polish knobs or handles.

Step 7

o Clean door tracks

Step 8

o Make sure all mats and runners are laying straight and flat. As a final check, open each door to ensure

proper clearance along the bottom.


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CLEANING THE LOBBY – NIGHTLY ACTIVITIES

Equipment:

Clean ashtrays

Glass cleaner

Broom and dustpan

Mop and bucket

All-purpose cleaner

Floor cleaner

Cloths and sponges

Dusting solution

Vacuum

Procedures

Step 1

o Remove and replace dirty ashtrays

Step 2

o Pick up loose papers and trash. Report any items left behind by a guest to your supervisor.

Step 3


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o Empty trash containers. Replace wastebasket liners.

Step 4

o Clean glass and windows areas, including any glass tabletops.

Step 5

o Dust furniture, fixtures and lobby telephones.

Step 6

o Polish drinking fountains. Wipe drinking area dry and polish operating buttons or knobs.

Step 7

o Spot-clean walls and wall fixtures. Dust top and sides of any picture frames.

Step 8

o Dust or polish hand railings

Step 9

o Clean hardwood or tile floor areas.

Step 10

o Vacuum carpeted floor areas.

Step 11

o Straighten furniture, including loose cushions on sofas and chairs.

CLEANING THE FRONT DESK AREA

Equipment

Clean ashtrays and matches


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Cloths and sponges

Dusting solution

Vacuum

Broom and dustpan

Procedures

Step 1

o Remove and replace dirty ashtrays. Restock with matches.

Step 2

o Empty trash receptacles. Replace wastebasket liners.

Step 3

o Dust light fixtures and decorative wall items

Step 4

o Dust and polish front desk surface. Work from the top down, paying particular attention to removing

fingerprints, smudges and scuff marks.

o Clean around any folders or paperwork. Do not move or throw anything away.

o Report any surface damages to your supervisor.

Step 5

o Spot-clean wall areas. Check for smudges around switches and electrical outlets.

Step 6

o Vacuum behind the front desk area. Cover all exposed areas of the carpet you can reach including those

under any tables and chairs. Use a broom to get hard-to-reach areas and edges.


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CLEANING CORRIDORS

Equipment

Dust mop for dusting high or hard-to-reach areas.

Dusting solution.

All-purpose cleaner.

Wall cleaning solution.

Cloths and sponges

Vacuum

Light bulbs.

Procedures

Step1

o Dust air supply vents, sprinklers and ceiling corners.

Step 2

o Dust and polish light fixtures. Replace burned-out light bulbs.

Step3

o Spot-clean walls.

o Begin at one point in the corridor and work your way completely down one side then the other until you arrive

back at your starting point.


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o Check trim areas around guestroom doors and remove any fingerprints or smudges.

Step 4

o Clean baseboards.

o Begin at one point in the corridor and work your way completely down one side then the other until you arrive

back at your starting point.

Step 5

o Clean both sides of all exit doors. Wipe down surrounding trim and door tracks.

Step 6

o Vacuum carpet. Begin at one end of the corridor and work your way back to an exit door.

CLEANING ELEVATORS

Equipment

Cloths and sponges

All-purpose cleaner

Glass cleaner

Dusting solution

Dust mop for dusting high or hard-to-reach areas.

Light bulbs

Portable canister vacuum

Procedures


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Step 1

o Wipe down exterior of elevator door. Clean smudges and fingerprints from outside controls and surrounding

wall area.

Step 2

o Empty and clean ashtray near elevator entrance.

Step 3

o Enter the elevator and key or push the appropriate control on the interior control panel so the elevator

remains stationary with the doors open.

Step 4

o Bust eh ceiling light. Replace any burned out light bulbs.

Step 5

o Wipe down interior surfaces. On each wall or mirrored surface, begin at the top right hand corner and work

your way across and down.

Step 6

o Clean and polish hand rails.

Step 7

o Wipe down control panel so it is free of finger-prints and smudges.

Step 8

o Vacuum elevator carpet. Begin in far corner and work y our way back toward the doors.

Step 9

o Vacuum and wipe elevator door tracks.


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Step 10

o Close elevator door and wipe down interior surface.

Step 11

o Before leaving the elevator key or push the appropriate control on the interior control panel and the elevator

resumes normal operation.

CLEANING PUBLIC RESTROOMS

Equipment

All-purpose cleaner

Cloths and sponges

Glass cleaner

Bowl brush

Supplies for paper, tissue and soap dispensers.

Light bulbs

Broom and dustpan

Mop and bucket

Procedures

Step 1


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o Check status of restroom.

o Knock firmly on the door and say “House-Keeping”. If no answer is heard, knock again and repeat

“Housekeeping”.

o Wait a second time for a response, if you still do not receive an answer, open the door slightly and repeat

“Housekeeping”.

o If the washroom is occupied, excuse yourself and close the door.

o If the washroom is unoccupied, prop the door open with the doorstop and position the approved floor sign

that indicates the room is being cleaned.

Step 2

o Flush toilets and urinals. Apply cleaner around and under the lip of the bowl, and around and under the rim

and drain holes of the urinal. Let cleaner stand while you attend to other tasks.

Step 3

o Empty trash containers. Replace wastebasket liners.

Step 4

o Empty and clean ashtrays in sink and in individual stalls.

Step 5

o Clean sinks and countertop areas.

o Run warm water into each sink. Add the correct amount of cleaner.

o Clean the countertop area.

o Clean the sink. Remove drain trap and clean.

o Clean sink fixtures. Polish dry to remove water spots.

o Wipe countertop areas dry.


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o Dust and clean any exposed piping under the sink.

o Clean mirror with glass cleaner.

Step 6

o Clean toilets and urinals

o Scrub the inside of the toilet or urinal with the bowl brush. Flush.

o Using a clean rag for each unit, clean exterior surfaces from top to bottom.

o Wipe dry all exterior surfaces. Polish handles.

Step 7

o Clean partitions between stalls

Step 8

o Clean washroom walls and fixtures

o Spot-clean walls for fingerprints and smudges.

o Dust light fixtures. Replace any burned-out light bulbs.

Step 9

o Restock dispensers for toilet paper, tissue, paper towels and soap. Dust or polish dispensers to remove any

fingerprints or smudges.

Step 10

o Clean the floor

o Sweep all exposed floor areas. Run edge of broom along baseboards.

o Mop floor with warm water and appropriate cleaning solution.

o Rinse floor using hot water; wring mop frequently.

o Dry-mop floor.


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Step 11

o Make one final check. Visually scan all areas of the public restroom for areas you may have overlooked.

Smell the air for any unusual odours. Reassemble cleaning supplies and close the door.

TURNDOWN SERVICE

Who provides it?

o All luxury lodging properties

o Where guests need to be in bed all the time

Features

o A neat, fresh and crisp bed

o Freshen up bathroom

o Guest expectations fulfilled

o No accidents at night

o Guest knows he is being cared for

Advantages to hotel

o Linen turned around faster

o Hence easier to maintain

o 2nd time cleaning (rooms are easier to clean)

o Room occupancy checked

o Room discrepancies can be sorted


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o A way of keeping guest activities in check

At what time?

Vacant rooms

o Evening (1800 – 2100 hrs.)

o Except for VIP. arrivals

o Check for guest request

Occupied rooms

o Evening (between 1800 – 2100 hrs.)

o On guest request

Departure rooms

o Immediately on readying the room

Late - departure rooms

o Immediately on readying the room

o Check room arrival list

VIP rooms

o Evening (between 1900 – 2030 hrs.)

o When guest leaves the room

o (co-ordinate with F&B and FO)

o On guest request

Arriving VIP rooms

o Only after the guest arrives

o (1830 – 2000 hrs.)


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o Keep ready for late arrivals (later than 1930 / 2000 hrs.)

o When guest leaves the room (co-ordinate with F & B and FO)

o On guest request

Procedure

Reporting activities

o Collect floor occupancy lists from desk HK.

o Collect floor master keys from desk HK.

o Check log book for any instructions – guest/hotel

o Proceed to guest floor

Preparing to clean (on the floor)

Arrange room attendant‟s trolley

o (neat, clean well stocked)

Check room occupancy list

Proceed to guest corridor

Knocking and entering

o Check for DND board

o Check for double lock

o Knock (as per the standard procedure)

o Prepare the room to clean


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Cleaning the room

o Collect waste paper lying around

o Remove soiled bathroom linen

o Check for no. Of occupants

o Make night bed

o Replenish guest supplies & amenities

o Replenish water

o Empty wastepaper & sanitary bins

o Vacuum and dust the room

o Touch-up the bathroom

o Replenish guest supplies & amenities

o Replenish linen

o Dust the bathroom

Closing up tasks

Draw the curtains & bolt doors / windows

o Switch-on HVAC(check standards)

o Switch-on bedside light & channel music

o Check entire room & leave

o Fill-up room occupancy lists

What if …….the room is a DND?


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Make a note of time and DND on the room occupancy

Report against the room number

Check back time and again. Clean, if available

If room not available, use a DND slip

Inform housekeeper / night shift / make a log entry

What if …….the room has a Double Lock?

Know your hotel policy

Check for DND

If DND board is on, follow procedure for DND rooms

If no DND, then Knock and seek permission

Follow procedure for turndown service.

What if …….the room has a Double Lock?

Know your hotel policy

Check back later for availability for cleaning.

If room not available, use a DND / D.L. Slip

Inform Housekeeper / night shift / make a log entry.

What if …….the guest has just arrived?

SMILE


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Acknowledge Guest presence and / or privacy

Offer turndown service

What if …….the guest requests for LATER-ON?

Acknowledge Guest request.

Check for specific time to come back. Make a note of Floor Occupancy Report

DO RETURN AT THE SPECIFIED TIME. NO EXCUSES!

4.3 Spring-cleaning procedure

Spring cleaning or super room cleaning is done once in a month or once in two month or so depending on the occupancy

of the hotel. This is generally done after preventive maintenance of the room has been done by the maintenance

department. In this a thorough cleaning of all the areas of the room is done which is not done during everyday cleaning

The front office has to be informed before blocking a room for spring cleaning so that they can check the occupancy

status of the hotel

Date of releasing the room has to be strictly adhered to avoid loss of room revenue

All linen has to be removed and send to laundry

All accessories to be removed

All amenities including housekeeping and room service is removed and given to the department concerned

Curtains, bedcover, mattress protector etc can be given for dry cleaning to the laundry

Carpet should be rolled up or covered with a dust sheet


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The housekeeping supervisor with a maintenance supervisor then makes a comprehensive list of all complaints in

the room which includes both maintenance and housekeeping complaints after checking each and every item of the

room like plumbing, electrical, painting and polishing, carpentry, a/c etc.

The maintenance complaints is given to the maintenance department

After the maintenance department finish attending their complaints the housekeeping starts working on the room

The room is first aired out so that the paint an polish smell goes out of the room

The carpet is relayed or stretched if required. Carpet shampooing is done

Upholstery shampooing is done

Permanent fixtures are cleaned and polished

Any item to be send for lacquering etc is sent and fixed back

Furniture‟s if send out for repair or polish is taken back to the room and rearranged

Through cleaning of the room is done keeping in mind each and every corner of the room including bathroom

scrubbing

The bed is made with fresh sheet and the mattress is turned if required

Accessories and soft furnishings are kept back

Curtains are fixed back

Complementary items are restocked and all guest amenities also

Just before releasing the room inform room service or butler service to keep their amenities

The housekeeping supervisor does the last check to ensure everything is fine in the room and releases the room to

front office

Weekly cleaning of rooms


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Weekly cleaning schedule is made by the housekeeping department to ensure that the areas that are not been able to

clean daily are at least cleaned once in a week. These may include

Polishing of wooden furniture

Vacuuming of upholstered furniture

Vacuuming curtains

Shower curtain scrubbing

Bathroom scrubbing

Cleaning window sills

Dusting ceiling vents

Brassoing of items

Hire out contractors for any special cleaning

4.4 ORDINARY, VIP PLACEMENT-GUEST SPECIAL REQUEST AMENITIES

Amenity it is anything that is provided to the guest to make their stay more comfortable pleasant. It need not be a facility.

There are 3 types of guest supplies.

1. Guest essentials

2. Guest expendables

3. Guest loan items

1. GUEST ESSENTIALS – Those amenities, which are required by the guest during the stay but are not, used up on

departure. Example drinking glass, ashtray bud vase.


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2. GUEST EXPENDABLES – Are those amenities, which are used up on check out and shall have to be replaced for the

next guest ex. Soap, shampoo, tissue paper, and moisturizer.

3. GUEST LOAN ITEMS – Are those amenities which are provided to the guest on special request and on a returnable

basis. (Whether the guest is to be chosen or not depends on polices of the hotel.)

PLACEMENT OF GUEST SUPPLIES

1. BEHIND THE MAIN DOOR

a. DND cards

b. Please clean my room card

c. Collect my laundry card

d. Fire exit map

e. Safety locker facility

2. IN THE WARDROBE

a. Hangers, skirt hangers

b. Laundry bag

c. Laundry list

d. Extra pillow and blanket

e. Shoe horn

3. NEAR THE LUGGAGE RACK

a. Bedroom slippers

b. Towelling slippers


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c. Shoe shins cards


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4. ON THE MINI BAR CABINET

a. Flask

b. Drinking glasses

c. Glass covers

d. Coaster

e. Stir sticks

f. Coaster

g. Stir sticks

h. Bottle opener

i. Napkins

5. ON THE CHEST OF DRAWERS OR CREDENZA

Credenza is a series of drawers

a. Candle stand

b. Candle and a match box

6. INSIDE THE WRITING TABLE DRAWER

a. Breakfast cards

b. Hotel services directory

c. Writing folder or compendium inside which are letter sheets, envelop, fax sheets, are letter sheets, envelop, fax

sheets, post cards, aerogramme, and businessman kit. (Gem clips, rubber bands, bell pins)


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d. Sewing kit or Dutch wife

e. Flask tray/mineral water with glasses

7. ON TOP OF THE WRITING TABLE

a. Bud vase

b. Room service menu card

c. Ash tray and matchbox

d. Promoters and broachers

e. Telephone

8. ON THE BEDSIDE TABLE

a. T.V. remote

b. Scribbling pad

c. Pen, pencil

d. Telephone

9. INSIDE THE BEDSIDE TABLE SHELF

a. Gita

b. Bible

c. Local telephone directory

d. ISD and STD booklet

e. Yellow pages


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10. INSIDE THE BATHROOM

ON THE VANITY COUNTER

Tray with soaps, shampoo, moisturizer, foam bath, talcum powder, shaving kit, dental kit, comb, shower cap, for your

care kit or quick aid kit (cotton, ear bud, nail file) ,face tissues, gargle glass, face towel, hand towel

NEAR THE BATHTUB

1. Soap and shampoo

2. Shower cap

3. Mug

4. Towel rack (bath towel, hand towel, bath mat)

WATER CLOSET AREA

1. Toilet roll

2. Sanitary bag

11. COFFEE TABLE

1. Magazines,

2. News paper

3. T.V remote


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VIP GUEST HANDLING

VIP (s) include:

1. Politicians

2. Heads of states National and International)

3. Famous personalities in various fields like: Actors; Sportsmen; writers; etc.

4. Senior executives (of one‟s own company and other industries/companies)

Treatment to VIPs (the housekeeping aspect is):

- Rooms to be ready under all circumstances before guest arrival.

- Priority over other rooms to service the guest room.

- Extra care and special attention with regards to cleanliness and hygiene.

- Special and/or an extra floral arrangement.

- VIP room (arrival or staying on) are always checked by the senior/deputy/executive housekeeper in addition to

the guest relations executive/hospitality staff or any other staff from the front office department.

- Housekeeping staff have to ensure that :

- The complimentaries placed by the Food and Beverage department.

Have been placed in time;

Are of the required type (according to the VIP status);

The quality of food items like fruits are good (not rotten);

The wines/other liquor kept are not opened/pilfered on guest departure.

- any maintenance complaints are

Notified in time


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Attended to in time.

- laundry service :

Is prompt

Makes a note of any special; guest request and try to comply with them.

VIP GUEST SUPPLIES AND AMENITIES:

The standards of VIP guest supplies/amenities would vary from one hotel chain to another and even between two units of

the same chain. Mentioned here are a few of the common VIP supplies that a hotel provides:

a. Linen : clean (stain free); soft; possible white linen (in hotels where the F.I.T. guests are given a different coloured

linen);

b. Bathrobes :

c. Plain ( white or coloured)

d. Plain with the hotel logo

e. Plain with the hotel logo and the initials of the guest.

f. Shoe shine pads/box

g. Newspaper and magazines (national and international)

h. Foot mats

i. Variety of toiletries like :

o Soaps

o Moisturizers

o Shaving kits


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o Eau-de-cologne

o Eau-de-toilette

o After shave lotion

o Mouthwash

o Toothbrush kits.

j. Personalised stationery

k. Free/discounted laundry service.

REVIEW QUESTIONS

1. Explain the procedure for room cleaning.

2. Write the steps to make a bed.

3. What is turndown service?

4. What is spring cleaning or deep cleaning?

5. What are the supplies kept in a guest room?

6. What is the service and amenities given to VIPs?


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1)

Unit 5

5.1 Lost and Found procedure, housekeeping clerical work, lost and found register-lost and found enquiry file

5.2 House keeper‟s report-handover records-guests special request register.

5.3 Records of special learning-attendance record, stock record- VIP list.

CONTROL DESK

IMPORTANCE – ROLE – COORDINATION

The housekeeping desk is the nerve centre of the entire department and its efficiency determines the smooth operation of

the housekeeping department. It is the main link for the information and communication between the various areas of the

department as well as the other department for coordination. The desk has to be manned 24 hrs otherwise the entire line

of communication would stop.

Coordination between the guests and floor housekeepers

The desk coordinator attends to all guest calls and requests. This is done with the help of pagers or floor paging system,

walky-talky or mobiles.

Coordination with front office


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The desk coordinator acts as the main coordinator between the housekeeping and the front office in giving and clearing of

cleaned and dirty rooms as fast as possible. The desk coordinator also receives special information from the front office,

which is communicated to the housekeeping supervisor on the floors. This information may include

VIP arrivals

VIP in- house

Group arrivals

Crew arrivals

Coordination with maintenance

All maintenance call to be attended to in the public areas and guest floors are diverted through the desk coordinator, who,

in turn conveys these messages to the maintenance control room as soon as possible, so that, concerned technicians can

be sent to attend the complaints. These technicians/ housekeeping supervisors then call back the desk coordinator and

inform her of the job completion

Registers maintained at the desk are

Staff placement book

Emergency cupboard register

Damaged or missing article register

Lost and found

Maintenance job order


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Key register

Guest service/call register

Occupancy book

Indent book

Purchase order book

Usually two writing boards are kept in the HK office each for a specific purpose:

The notice board serves as the main information display board for the department. The following information is generally

displayed

VIP arrivals

Duty charts

Banquet function list

Weekly cleaning schedules

Night cleaning schedules

Room numbers of long staying guests

The black board / log book displays information regarding any extra items given to a guest, like

Baby cot

Extra bed

Blankets

Iron


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Iron stand

Hair dryer

Hard board etc.

KEY CONTROL

Key control is a method of tracking keys that have been issued. Floor master key and housekeeper master keys are to be

controlled on a master key control register

To practice effective key control, personnel who issue floor master keys should log the following information

Enter the issuing date

Enter the floor number for which the key is intended

Enter the key identification number

Ask for the person receiving the key

Check the master sheet at the end of the shift to see that all keys have been returned. If the key is missing, locate

the individual who signed out or the missing key

Floor or section key

Room boys for cleaning the rooms generally use these keys

Floor or section master key

The floor supervisors or deputy housekeeper generally carries these keys. They should be signed in or signed out in the

key register


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Grand master key

The hotel management decides on whom to give this key as this key can open any room of the hotel. Usually this key is

issued to the executive housekeeper, the general manager of the hotel and a key can even be given to the security

department

Housekeeping godown key

Depending on the go down‟s contents; keys are maintained by the executive housekeeper / deputy housekeeper

Housekeeping department keys

These keys are issued to individuals who work in the office

Linen room key

Generally the linen room key is with the EHK and the person opening the same will sign a record book

Key cupboard

Keys are kept in the key cupboard when not in use. This cupboard itself has a lock

For hotels with key cards, the use of the key cards helps to minimize thefts and malpractices, as each key card is

programmed with an area and time specification. This means it can only open those rooms as specified while

programming and it has a time limit or lock out, depending on the work and shift timing of the staff. Whenever a key is

used the time of entry and the key that was used is logged. This can help the security to track the sequence of event, in

case of any mal practices or theft


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Key control Sheet

Date:

Key

code

Name Sign Time

out

Issued

by

Time

in

Sign Received

PAGING SYSTEM AND METHODS

Paging system in hotels is a way of communication between the staff and even for guest

Paging system started long back where in the bellboys and waiters use to ring a hand bell and run around the hotel public

areas looking for the guest to give their message. The boy use to carry a board with the message written on it.

With the changing time and technologies this system changed and now paging system is restricted within the staff. Earlier

housekeeping staff either used pagers or paging lights in the corridors, but now mobile phones are mostly used for this

purpose

PROCEDURES


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DUTY ALLOTMENT AND DUTY CHART

The allotment of duties is the responsibilities of the Executive Housekeeper. Depending on the hotel policy monthly or

weekly duty chart is made and the job allotment is done. All the staffs are well informed about the areas they are

responsible for. Any changes in the duty chart have to be informed to the Executive Housekeeper. A copy of the duty chart

is sent to the personnel department and another copy is displayed on the housekeeping desk for staff to check.

LEAVE HANDLING

In the housekeeping department only the Executive Housekeeper and in her absence the assistant executive housekeeper

is permitted to grant any leave. In the beginning of the year an annual leave planner is made. The staffs are asked to give

tentative dates for taking long leaves and the same is marked in the annual planner.

Basically there are three main types of leaves

Privilege leave

Casual leave

Sick leave

Privilege leave cannot be taken less than three days. They are the maximum days of leave granted to any staff

Casual leaves cannot be taken more than three days

Sick leave is only given if the staff is not well.


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Prior permission has to be taken for privilege and casual leave. The same has to be applied in the leave cards and the

executive housekeeper and the personnel manager‟s sign has to be taken to avail the leave

BRIEFING AND DEBREIFING

Briefing is a process usually oral, of informing in the beginning of each shift the room boys and supervisors about the task

assigned for the shift which includes any extra cleaning required to be done. Some other information shared are expected

arrivals expected departure, hotel position, group arrivals, VIP arrivals etc

DEBREIFING

A planned interaction after every shift in the department in which the room boys and supervisors is allowed to ask and

receive information about the next shift, the next day and the coming days to come. The information shared is expected

arrivals, group arrivals, VIP arrivals etc

LOST AND FOUND

These are item left behind by guest. When an employee finds item left behind by a guest he has to immediately turn it over

to the lost and found. In no instance the employee should leave it in an unsecured spot.

The item is handed over to the housekeeping department in a bag writing the room number/area found/date/time, the

article found and their name on a slip of paper placed in the bag

The item is then given to the desk coordinator for registration of the article

The desk coordinator then makes the entry in the lost and found register stating the guest name, serial number, room

number, and the date


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The desk coordinator then informs the front office and security about the item and also enters in the guest profile in the

computer

According to the hotel policy the desk coordinator then tries to contact the guest either through mail or telephone and

informs the guest about the item left behind

If the guest claims the item, the claimant has to sign on the original copy stating “received” which is then filed in the lost

and found property claimed file

If the guest wants the item to be posted the same is done

Disposal

The unclaimed items are disposed according to hotel policy. It can be either given to the founder or given to charity or

auctioned after six months

Edible items are disposed generally disposed within two to three days

Passports, security is informed and they contact the embassy immediately

Credit cards, banks are contacted

Airline tickets, airlines are informed

Liquor is generally given off to the food and beverage department

GATE PASS


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Gate pass are slips, which are made to take out things from the hotel premises for various reasons like repair, sample or

gifts by guest

They are mainly two types

Returnable gate pass

Non- returnable gate pass

o Returnable gate pass – these are made for items which are being taken out from the hotel but will be returned

to the hotel for e.g. Repair, sample etc

o Non- returnable gate pass - these are made for items which are being taken out from the hotel but will not be

returned to the hotel for e.g. Gifts from guests, scrap etc

INDENTING

It is a procedure where the housekeeping departments makes a list of items required by the department for its functioning

and sends it to the stores department. The list is called indent slip and it is usually made once in a week. In hotels a day

in a week is fixed for each department to give their indent slip and take the issue of the required items.

Stores Indent Sheet

Date:

S. no Indented items Quantity

indented

Quantity issued

with remarks


ICHM

Made by................................

Approved by ....................... Storekeeper.....................


ICHM

FORMATS

HOUSEKEEPING LOG BOOK

Housekeeping log book

Shift ___________ Time _______________ Date _______________

Log entries

.......

......

......

......

Name and sign of desk attendant

MEMO BOOK

MEMO BOOK

Work order no.

Date Description of

maintenance work

Location/ room no.

Reported by

Job completed

on

Sign of supervisor

DEPARTURE REGISTER


ICHM

DEPARTURE REGISTER

Date:

Room

no.

Name of

departure

guest

Time of

departure

Given

by

Cleared

by

Time Sign of

desk

attendant

GUEST MESSAGE REGISTER

Guest Message register

S. no. Location

Room

no.

Message Given

by

Given

to

Time Action

taken

Sign

REVIEW QUESTIONS

1. What are the steps to a lost and found procedure?

2. What are the forms and formats used in the housekeeping dept.?

Accommodation Operations

Documents

Transcript of Accommodation Operations