BHMCT-104 (Housekeeping Operations) 1st year notes

Course:                       BHMCT

Subject:                      Housekeeping Operations

Paper Code:               BHMCT-104

Semester:                                I

Questions from Unit-1

Q1:-What is Housekeeping? Explain the Functions, Scope and Objectives of

        Housekeeping Department.

Ans:- Housekeeping means performs-

Draw the curtains so that there is no light coming from the corners or Centre.

• Set the A/C temperature to what was set by the guest.
• Double check everything, lock the room and leave the guest room.
• Update the status report.

all the duties towards cleaning, maintaining orderliness, and running a house or a business property. In case of hotels, the housekeeping duties involve maintaining the hotel to the best possible state in terms of cleanliness, and keeping it at highly desirable ambience.Housekeeping refers to the management of duties and chores involved in the running of a household, such as cleaning, cooking, home maintenance, shopping, laundry and bill pay. These tasks may be performed by any of the household members, or by other persons hired to perform these tasks. The definition of housekeeping is doing basic cleaning tasks in a house, hotel or other locations, or the department of employees who manage and perform cleaning tasks.

Objectives of Hotel Housekeeping

The main objectives of hotel housekeeping are −

• To maintain overall cleanliness of the entire hotel at all times.
• To perform cleanliness duties most efficiently and effectively.
• To use good quality, safe cleaning equipment and chemicals.
• To manage laundry and linen.
• To control pests.
• To keep up the hotel with classy interior decoration.
• To take care of the furniture, fittings, and fixtures of the entire hotel.

 

Basic Functions:-

The primary function of the housekeeping department is keeping the venue clean and sanitary as part of customer service. Maids and cleaners vacuum rugs and furniture in hallways, rooms and public areas. They collect trash and empty wastebaskets, change the sheets and make the beds. The refill soap and toilet paper dispensers in public restrooms and put toiletries and supplies in guest rooms. They dust and polish furniture. In some hotels, they bring requested items, such as infant cribs, to guest rooms. These hands-on tasks fall to the actual cleaning staff.

Supervisory Functions

The work of organizing and coordinating the cleaning falls to the first-line supervisors and housekeeping managers in a hospitality business. They determine which rooms or areas must be cleaned, make the job schedule, assign tasks and check the work. Scheduling often requires coordinating tasks with other hotel departments and activities to avoid disrupting other services. Supervisors also make sure housekeeping equipment, such as vacuum cleaners and floor polishers, is properly maintained. When they receive complaints, they investigate the issues and see that problems are taken care of.

Management Functions

Housekeeping management functions belong to higher-level supervisors or managers, depending on the size of the hotel or operation. Workers fulfilling this role need skills in supervision, procurement, budgeting and problem-solving. For example, managers set the housekeeping standards and oversee the training of new hires. Conducting in-service sessions, they teach company policies and the correct use of equipment. Managers track the inventory of supplies, keep payroll records, maintain the department budget and prepare expense and occupancy reports. They help keep worker morale high and ensure that safety procedures are obeyed.

Scope of Housekeeping Department:-

The housekeeping department is responsible to keep the following areas clean and tidy.

• Guest Rooms
• Guest Bathrooms
• Public Areas such as Lobby and Lifts
• Banquets and Conference Halls
• Parking Area
• Sales and Admin Offices
• Garden

Apart from the cleaning task, the housekeeping is also responsible for handling keys of each floor. In addition, it manages the laundry, which is often at some places considered as a sub-department of housekeeping.

Q2:- Brief organizational structure of housekeeping department.

Ans:-Organizational Structure of the Housekeeping Department

Organization is the process of identifying and grouping the work to be performed, defining and delegating responsibility and authority, and establishing relationships for the purpose of enabling people to work more effectively in accomplishing objectives. If the whole establishment has to work as one unit, it is important that there are clear lines of authority and good lines of communication. The organizational structure of a housekeeping department – whether in a small, medium, or large hotel – is depicted using an organization chart. An organization chart is a schematic representation of the relationships between positions within an establishment, showing where each position fits into the overall organization and illustrating the divisions of responsibility and lines of authority.

The housekeeping department in a hotel is headed by the executive housekeeper. She/he reports to the general manager, or to the resident manager, or the rooms division manager in a larger hotel. In the case of a chain of hotels, the executive housekeeper also reports to the director of housekeeping, who heads the housekeeping departments in all the hotels of that chain. The deputy housekeeper assists the executive housekeeper and, depending on the size of the property, there can also be assistant housekeepers who look after the various areas of responsibility in the hotel, that is, floors, public areas, the linen room, and desk control.

Then there are supervisors in each of these sections, who report to the respective assistant housekeepers. The floor and public area supervisors are responsible for getting the guest rooms and public areas, the linen room, and desk control.

Then there are supervisors in each of these sections, who report to the respective assistant housekeepers. The floor and public area supervisors are responsible for getting the guest rooms and public areas cleaned. The linen room supervisor is responsible for coordinating all the housekeeping activities and liaising with the other departments of the hotel. Attendants and house persons (also referred to as housemen) departments of the hotel. Attendants and house persons (also referred to as housemen) report to the supervisors.

An organizational chart is a schematic representation that captures the working relationships between positions in an establishment, often serving to illustrate the divisions of responsibility and lines of authority in the overall organization. When you operate in the hospitality industry, it's important to provide guidance and clarity on managerial authority, lines of communication and other specific human resources issues. You should have an organizational chart for your housekeeping department, in part because it often accounts for the largest labor expense.

Organization Chart/Hierarchy of a housekeeping department in a small hotel

Organization Chart/Hierarchy of a housekeeping department in a medium-sized hotel

Organization Chart/Hierarchy of a housekeeping department in a Large hotel (Chain hotels)

Organization Chart/Hierarchy of a housekeeping department in a Large hotel

Q3:- Discuss about Duties and Responsibilities of Housekeeping personnel.

Ans:-Housekeeping is a broad term used to define the management of many hospitality and cleanliness needs in both the domestic and commercial arena. Housekeeping refers to the maintenance and upkeep of premises such as a house, hotel or a resident facility. Housekeeping involves performing many duties such as cleaning, cooking and laundry to name a few.

A hospitality environment is usually judged by its appearance; imagine checking into a hotel and discovering that the surfaces are dirty and the linen is stained! Bad housekeeping can be a total put off for customers and the chances of recurring business diminish significantly. This is the prime reason that owners at a facility or a hotel pay special attention to housekeeping activities; and a housekeeping staff is hired to keep the premises neat and clean.

Working mostly in a commercial and domestic environments, housekeepers, housekeeping managers and housekeeping supervisors perform many challenging duties on a typical work day. It is no easy task to keep a facility spic and span throughout the day. Housekeepers perform a lot of physical work such as dusting, mopping, cleaning and doing laundry. The work of housekeeping managers and supervisors may not be physical but they also have their plate full as they are responsible for ensuring that all housekeeping duties are performed in a timely and efficient manner.

Below is a list of some duties that different individuals working in a housekeeping department are expected to perform on a daily basis:

Housekeeper Job Description and Duties

• Clean rooms, lounges, lobbies, bathrooms and hallways

• Vacuum and wash carpets and rugs

• Empty wastepaper baskets and ashtrays

• Transport trash to waste disposal equipment

• Dust and polish wooden surfaces and furniture

• Replace light bulbs and repair fixtures

• Replenish bathroom and mini bar supplies

Housekeeping Supervisor Job Description and Duties

• Oversee the work of housekeeping staff

• Inspect guest rooms prior to checking in

• Supervise room cleaning and replenishing duties

• Plan schedules for housekeeping staff

• Hand out individual work assignments

• Ensure training of new hires

• Issue supplies to housekeeping staff at the beginning of each shift

Housekeeping Manager Job Description and  Duties

• Plan and direct housekeeping team members to carry out their duties

• Supervise housekeeping staff and conduct detail inspection of all rooms and service areas

• Maintain housekeeping budget

• Recruit and train housekeeping staff

• Create reports for the higher management

• Ensure appropriate maintenance of all housekeeping equipment and tools

• Maintain inventory of tools and supplies used in housekeeping activities

Q4:-(a)Explain the layout of Housekeeping Department.

Ans:- Layout of the Housekeeping Department

Linen Store: New cloth, for making linen are stocked here these stocks are supp plied when the current linen in circulation falls short due damage or loss. It should be large

Tailors Room: The tailors attend to the stitching and mending work of linen and Uniform The stitching work of the

new linen and uniforms also might take place.

Linen and Uniform Room: It is a room where current linen is store for issue and receipt (The room is large airy

and free from heat humidity ) with adequate shelves to stock all linen.

Uniform Room: This room stocks the uniforms in current use. Tt adjoins the Laundry for smooth operation. Tt has a counter across where exchange of uniform takes place.

Executive Housekeeper: He is the head of the department of Housekeeping. His position is most important in a Hotel. He prepares(Plans) schedules and trains staff. He has authority to discharge undisciplined staff.

layout of housekeeping department

Layout of housekeeping department in the hotel:

Housekeeping department should be in such place which is accessible to all the employees.

Housekeeping department should be in that area which is at the back side of the hotel,not disturbing any guests.

Housekeeping department should be in the ground floor which must be able to hold heavy equipments.

Housekeeping department should be in such place which is away from general traffic.

Housekeeping department should be in the convenient place to keep the different equipments used.

Questions from Unit-2

Q5:- Classification of cleaning agents and their applications.

Ans:-CLEANING AGENT:-

 Cleaning agents are perhaps the most critical aids of housekeeping staff in their job to keep their house neat and clean. Cleaning agents in general can be defined as natural or synthetic substances that are used to assist the cleaning process. Cleaning is primarily the removal of dirt and dust. The various kinds of cleaning agents used for house keeping staffs are as follows:

1) Detergent                                    6) Deodorants

 2) Acid                                               7) Laundry aids         

3) Alkaline cleaner                       8) Polishes

4) Solvent cleaners9) Floor seal

 5) Disinfectants10) Abrasives

Water: Water is referred as a universal solvent, and this is the prime agent in cleaning process. However though an excellent solvent, water alone is not an effective cleanser to meet the standards most hotels require. Water is supposed to be a surfactant (surface active agent).

1) Detergent: Detergents may be made from a base of either pure soap or organic chemicals. Detergents are of two types:

· Soapy Detergent: Soapy detergent is made from animal or vegetable fat and may be used as a solid block for washing skin and clothes, as flakes for washing delicate fabrics or as a powder for washing of soft fabrics. Soap is made by boiling fat with a strong alkali. E.g. coconut oil provides a soap which is quick to lather, excellent at cleaning.

· Synthetic detergent: synthetic detergent is made from organic chemicals derived from petroleum. These are used extensively in housekeeping. They are used for cleaning task and for washing up the floors. They may be in the form of a powder, liquid, gel or crystals.

2) Acid cleaners: Acids used as cleaning agents may vary from mild acid e.g. acetic acid or strong concentrated hydrochloric acid. Acids should be used in solutions followed by thorough rinsing. All, except citric and acetic acid should be used under supervision with extreme caution and with the protection of rubber gloves. Strong acids are poisonous and corrosive. E.g.

·citric acid and acetic acid used for metal cleaning

· Dilute hydrochloric acid used in removing lime scale from sanitary ware

· Oxalic acid for removing stubborn water stains from hard floors and sanitary ware

3) Alkaline cleaners: Alkaline based cleaning agents are used in laundry and are particularly good for removing grease. Very strong alkali materials are known as caustic materials and are extremely corrosive and poisonous. They must be used under strict supervision. E.g.

·sodium carbonate (washing soda): it is used to soften water and remove light grease marks.

· Sodium hydroxide (Caustic soda): Removing grease from grills and blocked drains

· Sodium hypochlorite (Bleach): Whitening and removing stains from hard and soft surfaces

4) Solvent Cleaners: These cleaning agents are used extensively for dry cleaning and for stain removal. They all have strong fumes and should be used in well ventilated room. Solvents are useful for cleaning grease or polish from surfaces. Solvents will evaporate and so they are ideal for cleaning windows, mirrors and picture frames. E.g.

. · Methylated spirits, turpentine, white spirit, acetone, used for removing stains from hard and soft surfaces.

5) Disinfectants: Disinfectants should only be used in the areas where harmful germs are likely to exist. Disinfectants kill the harmful bacteria. Most disinfectants have strong smell and therefore should be used in recommended amounts in areas where germ control is required. E.g.

· Phenol: They are used in dilute or concentrate to disinfect surfaces in hospitals.

· Halogens: the elements chlorine and iodine may be used as disinfectants.

 6) Deodorants: These are agents for disguising bad smells. They counteract stale odours and sometimes introduce fragrance in the area. They are used in guest rooms, bathrooms, and in public areas. They are available in liquids, powders and crystalline blocks. E.g.

· Naphthalene balls serve as effective deodorizers.

 7)Laundry aids: Laundry aids which are used as cleaning materials contain stiffening agents and fabric conditioners. 8) Polishes: Polishes are cleaning agent which are applied to a surface to form a hard protective layer and thus guard against finger marks stains and scratches. They also create a pleasant shine on a hard surface. E.g.

· Metal polishes · Furniture polishes

· Floor polishes.

8) Floor Seal: A floor seal can be either solvent or water based. It is applied to a floor surface to form a semi permanent protective barrier which will prevent the entry of dirt, liquids, grease stains and bacteria. Depending on the traffic they receive, they may last for upto five years before replacement is necessary. E.g.

· Oleo-resinous: These are clear solvent based sealers used on wood cork and magnesite floors. They consist of oils, resins and solvents.

· One pot plastic: They are made up of synthetic materials. They are used on wood, cork and magnesite floors

· Pigmented sealers: These sealers contain colour pigments which provide colour and also strengthen the sealer. They are used on wood, concrete and stone floors.

9) Abrasive: Abrasives are substances or chemicals that depend on their rubbing or scratching action to clean dirt from hard surfaces. They are used to remove very stubborn stains from various surfaces. E.g.

· Fines abrasives- Jeweller’s rouge (a pink oxide of iron used for shining silver)

· Hard abrasive- Sand paper, fine ash, pumice stone, steal wool are

·commonly used abrasive .

Q6:- What points should be kept in mind while storing cleaning agent?

Ans:- Cleaning Chemical Safety Program.

Key components of a Cleaning Chemical Safety Program include the following:

 • A complete list of all cleaning chemicals used in the facility; this documentation should include details such as how many gallons (and multiple-gallon containers) are stored, where they are stored, and the potential hazards of and necessary precautions for each specific chemical (for instance, whether or not a chemical needs to be kept away from direct sunlight).

 • Safety Data Sheets (formerly referred to as Material Safety Data Sheets) for each chemical used or stored.

• Keeping all cleaning chemicals in their original containers and never mixing chemicals, even if they are the

same "type" of chemical.

 • Storing chemicals in well-ventilated areas away from HVAC intake vents; this helps prevent any fumes from spreading to other areas of the facility.

 • Installing safety signage in multiple languages (or, even better, using images and no words) that quickly

conveys possible dangers and precautions related to the chemicals. This signage and training must follow new requirements outlined in OSHA's Globally Harmonized System (GHS).

  • Making sure all cleaning workers know exactly what the following "signal words" mean:

  • Caution: the product should be used carefully but is relatively safe.

  • Warning: the product is moderately toxic.

    • Danger: the product is highly toxic and may cause permanent damage to skin and eyes.

 "Cleaning Chemical Safety Programs should also include getting rid of chemicals that have not been used for a prolonged period of time," says Jennifer Meek, Director of Marketing and Customer Relations for Enviro-Solutions. "A good rule of thumb is to consider disposing of any chemical product that has not been used for six months, and disposing of any product that has not been used for a year."

Storage of Cleaning Agents

· Ensure that the storage racks are sturdy. Heavier containers must be kept on the bottom shelf. · Label all containers neatly with a waterproof marker.

· Ensure that the lids are tightly secured.

· When dispensing cleaning agents, use appropriate dispensers and measuring apparatus. · Avoid spillage; if a spill occurs, clean it up immediately.

· Follow a systematic procedure for rotating stocks. Selection of Cleaning Agents The following points need to be considered while selecting cleaning agents.

·The type of soilage.

·The type of surface.

·Composition of the cleaning agents.

· Ease of use, saving of effort and time

Toxicity or side effects.

 Cost effectiveness

Q7:- Brief the Composition, Care and Cleaning of different surfaces.

Ans:-COMPOSITION, CARE AND CLEANING OF DIFFERENT SURFACES

(A)   METALS:-  metals form a whole or a part of many fixtures , fittings and furniture. The most commonly used metals are silver, steel, copper, brass, bronze, aluminium and iron.

(a)  Silver:-  This metal has a brilliant shine when polished. Silver is unaffected by pure water, pure air and majority of food stuffs.

Composition :-  The two forms in which silver is most commonly used are sterling silver and silver plating. Sterling is an alloy containing about 92% silver and rest is mainly copper. Table silver is made of silver plated alloy.

Care:- To prevent pitting , silver cruets should be fitted with glass liners and spoons not be kept in salt for long time.

Cleaning:-  silver need to be cleaned and polished on a regular basis.

(i)    Regular cleaning:- wash the silver in a hot water of detergent scrubbing with a piece of cotton cloth. Rinse in clean boiling water. Wipe the silver. Store silver that is not in use wrapped in tissue paper and place in air tight containers in dry place.

(ii)    Silver dip:- A silver dip solution is used when tarnished silver is to be cleaned. The silver should remain in liquid for a very short time. The articles should be washed with warm water and dried. It is fastest method.

(iii)    Polivit method: -  silver articles are immersed in a hot soda solution containing sheet of perforated aluminium for 10 minutes. The articles are removed, rinsed with boiling water and dried.

Polishing procedures:

  (i)    Proprietary preparations:- The polish is rubbed on the article allowed to dry and removed by buffing. Silvo is an example of silver polish  available in market.

(ii)  Plate powder:- The pink powder should be mixed with the methylated spirit to make smooth paste. The paste is rubbed thoroughly onto article with clean cloth and left to dry. It is rubbed off with rags. The article should be rinsed in boiling water and buffed with clean cloth.

(iii) Burnishing machine:- A burnishing machine consist of revolving drum with a safety shield. In this drum polish steel balls are immersed in a detergent solution with silver article. The machine rotates and friction from steel balls polish the silver. The article are rinsed in a hot water and dried. It is used to polish large quantity of silver article.

(b)    Steel :-

                Composition:- it is an alloy of iron. The alloy mainly contains iron and carbon.

                 Cleaning:-  stainless steel is washed in a hot solution of detergent using a soft nylon scrubber rinsed with clean water and dried with linen cloth. Steel is wiped or washed with detergent solution, stains removed with soft steel wool, articles rinsed with clean water and buffed with linen cloth. For cleaning greasy stains, sodium bicarbonate can be used on all types of steel.

(c)    Copper:-

         Cleaning:-  Copper is washed in warm water and rubbed with mixture of salt, sand and vinegar and clean with rags. Rinse and dried. In case of heavily tarnished copper, a weak ammonia solution will be used.

(d)   Brass:-

       Composition:-  Alloy  of copper  and zinc.

       Cleaning :- Dust the brass and rub it with paste made of flour , salt and vinegar . A mixture of 30ml oxalic acid and 300ml soda solution will also remove tarnish. Corroded brass should be treated with hydrochloric acid  and rinsed. Polish with brasso using damp rags or cotton.

(e)  Bronze:-

     Composition:- Alloy of copper and tin. It does not tarnish easily.

      Cleaning:- Wash with water and apply a mixture of one part muriatic acid and two parts water. Allow solution to dry and polish it with vegetable oil.

(f)   Aluminium:-

It is not tarnished by air. It scratches and bends easily

       Cleaning:- wash in hot solution of detergent using soft steel wool to scrub.

(g)   Iron:-

         Cleaning:-iron should be washed only when necessary and thoroughly dried. Rust can be removed from galvanized items with pre steel- wool dampened with oxalic acid.

(B)         GLASS :-

       Composition:- Transparent and brittle material made from silica and sand.

         Cleaning:-

(a)          Flat glass:-glass require frequent cleaning. Dusting should be done daily with lint free cloth. Light soiling  and greasy fingerprints should be wiped with a solution of vinegar and water. For cleaning large surfaces, a small window squeeze may be used. Newsprint contain an effective solvent, therefore newspaper can be used to remove marks from windows. Use lint free cloth to dry glass surface.

(b)          Hollow glassware:- Hollow glassware should be cleaned using a soft nylon brush. Abrasives should be avoided.

(c)          Chandeliers:- chandeliers are taken down, dismantled piece by piece and dipped into warm solution of synthetic detergent. Each piece is gently cleaned with nylon scrubber and rinsed in warm water. Polishing glass with damp chamois leather or simulated skin also gives good result and is cheaper.

(C)         LEATHER:-  It is made from skin of various animals like sheep, goat, pigs , cattle etc. The skins are treated in various ways to give different varieties of leather ranging from soft flexible type to tougher types. Leather can be dyed in variety of colours and is used for belts, gloves , shoes , purse , wallet , upholstery , desktop , book binding etc. leather is expensive and should be kept properly to prevent cracking. Leather also picks up oil and grease rapidly. General cleaning of leather involves daily dusting or suction cleaning. in case of soiling, wipe the leather with a soft cloth using mild synthetic detergent. Follow with damp dusting with clean water and dry thoroughly. Solvents should not be used on leather.

(D)         PLASTIC:-  It is used in making furniture, wall covering, floor covering, cleaning equipments, utensils etc.

       Cleaning:- plastic is easy to clean and maintain. Daily lamp dusting should be done. Light soilage can be removed by wiping with a warm solution of synthetic detergent followed by rinsing and air- drying. Textured surfaces need mild scrubbing with a soft brush.

(E)         CERAMICS:-   ceramics are made from sand and clay. Ceramics are used for making sanitary fittings, drain pipes, vases, tiles, utensils, crockery etc. ceramics should be handled with care since they are prone to cracking and chipping.

      Cleaning:-  ceramics should be handled with care during cleaning since they are easily cracked and chipped. Extremely hot or too cold water should be avoided a warm synthetic detergent solution should be used. The articles must be rinsed and dried with a lint duster.

(F)        Wood:- Wood is hard, compact, fibrous and porous. It absorb water as well as dust. It is prone to fungal attack and pest attacks.

         Protective treatment for wood:- wooden surfaces required extra protection since they are mostly porous and absorb moisture. They also tend to get stained and scratched. The most common treatments are listed below-

(a) Beeswax-This is the comb material secreted by bee. It is applied to solid wood furniture and floors. It should be allowed to dry.

(b) Varnish- This is a clean and pale solution. On drying varnish forms a hard and transparent film on the wood surface.

(c) Lacquer-It is a durable finish applied to solid wood furniture. It is damaged by water , heat and solvents.

(d)  Paint-Paint is made up of pigment dissolved in organic binder. The function of paint may be to provide protection or décor or both. It is damaged by abrasive and heat.

         Maintenance of wood:-wood damage in contact with excess of water. The least possible amount of water should be used for cleaning wood. Always dry dust the surface first with a mop or a vacuum cleaner. Wooden floor surfaces need to be buffed with a floor polisher. Spills and stains should be removed from wood surfaces.

(G)         FLOOR AND WALL FINISHES:- A variety of natural stones are used as hard surfaces in hotel. The popular ones are marble, sandstones, granite, slate etc. stones are used as floor finishes and  wall surfaces. Stones such as marble are often used as flooring and on walls in luxury bathroom and foyers.

Natural stones are in use :-

         Marble:-It is available in many colours and patterns. It can be given a finish.

         Sandstone:-It is composed of sand.

         Granite:-It is a granular stone.

         Quartzite:-It is a granular stone made of silica.

 MAINTENANCE AND CLEANING: - The stone surfaces may be cleaned using synthetic detergent and hot water. Stains may be removed using fine abrasives. For large areas , a wet pick up vacuum cleaner may be used. Use of acids and alkalis should be avoided.

Q8:- What is Hotel Automation? Why Automation is important in Hotel industry? Brief.

Ans:-Automation in Hotel Industry: Hotel Industry is now a days greatly influenced by automation and controlling Systems. Here in this article we will discuss about importance of hospitality automation in hotel, hotel room automation system and their benefits, various hotel automation software.

The hotel operations can be divided into two areas: (i) Front office, and (ii) Back office. The front office area includes reservations, registration, Guest History, guest accounting, telephones, Room Service, Restaurant, accounting, #housekeeping and Night Auditing.

The back office area includes account, receivable, inventory control, food and beverage cost control, purchase management, payroll, personnel and budgetary cost control, etc.

Even a 5% saving made through the use of computers over a period of one year for a hotel of the magnitude of approximately 400 rooms shall pay for the computer system cost.

Automation in Hotel Industry: The justification of computer installation is not only in terms of economy and control but it provides improved service and guest handling which means a more satisfied guest.

The cost of installation of computer shall depend upon the type of hardware and software purchased and the functions it is supposed to do. Hardware is the same as for other industries, but the software has to be tailor-made depending on the specific needs of individual hotels.

Automation in Hotel Industry -An application oriented system, sometimes called a ‘Stand Alone System’ or a ‘Dedicated System’ is designed to handle one part of the system, for example, dealing with only pay roll or human resources development.

The management can base their decisions on the analysis of data from the computer. Through the use of computers, tasks such as consumption at the restaurant can be monitored, purchase of raw material can be controlled, sales can be planned, clientele can be assessed, etc.

AUTOMATION IN HOTEL INDUSTRY

Computer, apart from being used as a replacement for manpower and solving the filing problem, can also help in making a guest feel more cherished at the time of arrival and during stay, as it will help the clerk in knowing his name, his habits, birthday, likes and dislikes and can help in ensuring future visits.

Smaller computers which don’t require elaborate information structure can be used in small hotels as it will save the valuable space otherwise wasted on clerical offices, storage of files etc., and also save on wages to the staff. It will provide a fast, more effective and efficient system. It will provide fewer opportunities and possibilities for the staff to meddle with the accounts, ensure better inventory controls, etc.

It is a common fear that the automation in hotel industry or front office operation would reduce the employment of work of the receptionist to a great extent. On the contrary, this will provide more time to the receptionist to develop his skill in guest relations and spend more time in face to face relations with the guest.

Q9:- Write the key Terminology which is used in Housekeeping department.

Ans:-Housekeeping Status report : A report prepared by the housekeeping department to indicate the current status of each room, based on a physical check.

Preventive maintenance: A systematic approach to maintenance in which situations are identified and corrected on a regular basis. This will help to control costs and keep larger problems from occurring.

Room Status Discrepancy: A situation in which the housekeeping department's description of a room status differs from the room status information at the front desk.

Routine maintenance: Activities related to the general upkeep of the property that occur on a regular basis, This also requires minimal training or skills to perform.

Schedule maintenance: Activities related to the general upkeep of the property that are initiated through a formal work-order

DND Card: A do not disturb card is hung outside the room to inform hotel staff or visitor that the occupant does not wish to be disturb.

Double Locked (DL): An occupied room in which the deadbolt has been turn to prohibit entry from the corridor. Only a grandmaster key or an emergency key can open it.

Turn down Service: A Special service provided by the housekeeping department in which a room attendant enters the guest room in the early evening to restock supplies, tidy the room and turn down the covers of the bed.

Deep cleaning: intensive or specialized cleaning undertaken in guest rooms or public areas, often conducted according to a special schedule or on a special project basis.

Area inventory List: A list of all items within a particular area that need cleaning by or attention of housekeeping personal.

Frequency Schedule: A schedule that indicate how often each item on an area to be cleaned or maintained.

Non - Recycled inventories : Those items in stock that are consumed or used up during the course of routine housekeeping operations. Non-recycled inventories including cleaning supplies, small equipment items, guest supplies etc.

Recycled inventories: Those items in stock that have relatively limited useful lives but are sued over and over in housekeeping operations. Eg: Linen, uniforms, major machines etc and guest rentable objects. 

Par Number: A multiple of the standard quantity of a particular inventory item that represents the quantity of the item that must be on hand to support daily routine housekeeping operations.

Floor Par: The quantity of each type of linen that is required to outfit all rooms serviced on that floor.

Master Key: A Key which opens all guest room doors which are not double locked.

Grand Master / Emergency Key: A Key which opens all guest rooms and doors even when they are double locked.

Guest room key: A Key which opens on one guest room when it is not double locked.

Room inspection: A detailed process in which guest rooms are systematically checked for cleanliness and maintenance needs.

Amenity: A service or item offered to guests or placed in guestrooms for convenience and comfort, at no extra cost.

Back of the house: The functional areas of the hotel in which employees have little or no guest contact, such as the engineering and maintenance department, laundry room and so on.

Back to back: Describes a heavy rate of check outs and check ins on the same day, so that as soon as room is made up, a new guest checks into it.

Make up: Servicing of the room while a guest is registered in the room.

Buffing: To smooth the floor with a low speed floor polishing.

Burnishing: Polishing the floor with a high speed floor machine to achieve an extremely high gloss.

Capital budgets: These allocate the use of capital assets that have a life span considerably in excess of one year, these are assets that are not normally used up in day to day operations.

Cleaning supplies: Cleaning agents and small cleaning equipment used in the cleaning of guestrooms and public areas in the hotel.

Luggage rack: A furniture item provided in guestrooms for placing the guest’s luggage on.

Questions from Unit-3

Q10:- Explain the different types of cleaning equipments.

Ans:-All type of Equipment

Efficient cleaning and maintenance are dependent upon high-quality cleaning equipment, correctly using. Though only 5-10% of the overall cost incurred on cleaning is accounted for by cleaning equipment and agents, selecting the ideal equipment plays a major role in the cleaning process. There will often be several ways of carrying out any particular cleaning task and different types of equipment that can be employed for it. It is the executive housekeeper’s responsibility to select the most appropriate piece of equipment according to the hotel’s requirement. Most types of cleaning equipment fall under the category of recycled items, but a few large pieces of items may be considered as fixed assets. The correct choice of quality cleaning equipment could save costs due to breakdowns, reduce fatigue and also ensure overall efficiency in operations.

Equipment used in the cleaning of surface, furniture and fittings in a hotel building include both manual and mechanical equipment.

Manual Equipment

Manual equipment can include all types of equipment that clean or aid in the cleaning process by directly using manoeuvre, operation and energy of employees.

Brushes

These may be designed to remove dry or wet and/or ingrained dust and dirt from hard or soft surfaces.

Types of brushes: Three main types of brushes are used for cleaning surfaces.

·         · Hard brushes: Hard brushes have bristles that are fairly stiff and well spaced out. They are most suitable for the removal of heavy soil and litter from carpets and for cleaning rough surfaces.

·         · Soft brushes: Soft brushes have bristles that are fairly flexible and set close together. These help to remove loose soil and litter on hard, smooth surfaces. Such brushes may be designed to dust carpets and furniture, too, especially those made of cane, wicker and bamboo.

·         · Scrubbing brushes: Scrubbing brushes have short, coarse bristles designed for use on surfaces that have become stained and heavily ingrained with dirt. These brushes should only be used to remove stubborn, heavy soiling from small areas that are difficult for a scrubbing machine to access. Long handled scrubbing brushes, called deck scrubbers or T-scrubbers, are useful for cleaning larger areas as well as corners.

Brushes are also classified on basis of their function:

·         · Toilet brushes: These are WC brushes, radiator brushes and Johnny mops.

·         · Bottle brushes: These are used for cleaning overflow vents in wash basins and tubs.

·         · Cloth scrubbers: These are used for scrubbing clothes.

·         · Deck scrubbers: These are used for cleaning large areas.

·         · Carpet brushes: These are used for brushing carpets.

·         · Upholstery brushes: These are used to loosen out dust embedded between the fabric fibres in upholstered chairs and sofas

·         · Feather brushes: These are brushes with feathers, for light dusting.

·         · Hearth brush: These are used for cleaning heavy soiling and removing ash out of fireplaces.

·         · Flue brush: These are used for cleaning chimneys.

Brooms

Sweeping brooms consist of long bristles gathered together and inserted into a handle. The bristles of a broom may be made of grass, corn or coconut fibres. Depending on the type, brooms may be used for removing dust or dirt in large areas.

Types of brooms: As with brushes, brooms may be classified into 3 main categories:

·         · Soft-bristled brooms: Soft bristled brooms such as corn-fibre brooms, grass brooms and whisk brooms are used on smooth floors. A good soft broom has comparatively fewer split ends and any splits that do form are short.

·         · Hard/Coarse-bristled brooms: Brooms such as yard brooms and coconut fibre brooms are used on course surfaces, especially outdoors.

·         · Wall brooms: These are also called ceiling brooms or Turk’s heads. They have a soft head and long handle, usually made of cane. These brooms are used to remove cobwebs as well as dust from cornices, ceilings and high ledges.

Electric brooms, arguably a fourth type, have been discussed under

mechanical equipment. All kinds of brooms raise and dissipate dust, so that, with the advent of the more hygienic process of vacuum cleaning, brooms are used less often for cleaning purposes in hotels.

Dry Mops

Also called dust control mops, these are designed to remove soil and debris from floors, walls and ceilings without raising and dissipating dust. These mops generally consist of a handle to which a metal frame is attached. The mop head is either inserted into the frame or stretched over it, according to the type.

 Types of dry mops: There are 4 principle types of dry mops:

·         · Mops with impregnated fringes: These mops consist of dense cotton fringes, approximately 15 cm in length, inserted into a metal frame of 15-120 cm length. These mops are usually pre-impregnated or will require impregnation by soaking in or spraying with mineral oil or a synthetic impregnating fluid. The dust is held onto the mops by the oil.

·         · Impregnated mop sweepers: These mops consist of a double-hinged frame and are thus called ‘V-sweepers’ of ‘scissor-action sweepers’. The mops can be pre-impregnated or may require impregnation before each use. Following impregnation, sufficient time must be allowed for the mineral oil to cure the fibres; else the mop will leave a film of oil on the cleaned surface due to improper curing. To be effective, an impregnated mop must also be manoeuvred correctly. It should be worked in long, even strokes in a continual movement, keeping the mop head in contact with the surface all the time. This way, maximum dust collection and minimum dust dissipation is ensured.

·         · Static mops: These mops consist of acrylic, nylon or polyester strands fixed to a backing stretched over a metal frame. When in use, the fringes splay out to form a large surface area, holding dust by means of a static charge that builds up on the fringe. Static mops are more easily maintained than impregnated mops.

·         · Disposable mops: These mops consist of a handle with a soft pad at the end, onto which a cheap cotton or synthetic material is affixed. The material has properties enabling it to attract and hold dust. The fabric is held in place by clips or a special tape and is usually purchased in large rolls, from which the desired amount can be cut. The fabric is disposed off after each use and replaced immediately. Although very expensive due to constant replacement of the head, they are extremely hygienic and are particularly suitable when infection control is required.

Wet/damp mops:

These mops are used in conjunction with buckets for the removal of dirt adhering to a surface. The mop heads can be made of cotton, sponge or any other fibre capable of absorbing moisture well.

Types of damp mops: There are 4 types of damp mops available:

·         · Do-all mops: These mops consist of strands of twisted cotton fixed to a circular metal plate, which in turn is fixed to a stock.

·         · Kentucky mops: These mops consist of cotton strands fixed to a length of cotton fabric which is in turn inserted into a flat metal stock. They are available in weights ranging from 330g to 670g. The strands may be stitched together or unstitched. The former are less likely to tangle, can be laundered more easily and are likely to last longer than unstitched mops.

·         · Foss mops: These consist of a dense cotton fringe inserted into a heavy metal stock. They are available in a wide range of weights.

·         · Sponge mops: These consist of cellulose sponge fixed to a replaceable, lever-controlled head, hinged for wringing out and attached to a long handle. Using a sponge mop is one of the easiest ways to wash a hard floor. Short handled sponge mops are also available for cleaning windows.

·         · Squeegee: A squeegee consists of a long metallic handle and a wooden or rubber blade to remove excess water from a surface being cleaned It is effective when followed by mopping with a damp mop. A smaller version called the window squeegee is used for wiping away water from windows after washing.

Cloths

Various cloths are used extensively in wet and dry cleaning by housekeeping staff. For efficient and correct usage, cloths may be colour-coded and the staff well-trained.

Types of cloths: A variety of cloths are available for specific purposes:

·         · Dusters and cloth mittens: These are meant for dusting and buffing. Soft, absorbent plain or checked cotton material or yellow flannelette of up to 15 sq. Cm is ideal for dusters. When used for damp dusting, they must be sprayed with a fine mist of water or dusting solution. Cloths may be impregnated with a mineral oil instead. Dusters must be folded several times into a hand-sized pad before use so as to provide a number of clean surfaces and avoid spreading dirt again to a clean surface instead.

·         · Swabs and wipes: These are all-purpose cloths made of soft, absorbent material. They are used for wet cleaning and damp dusting of all surfaces above floor level. They are also used for cleaning sanitary fittings such as bathtubs and wash basins. Wipes include loosely woven or knitted cotton cloths and non-woven cloths. Synthetic sponges may also be grouped under this category. They are available in various sizes and shapes. Sponges are better than cloths for washing walls, woodwork, glass and upholstery.

·         · Floor cloths: Floor cloths are bigger, thicker and made of coarser cotton material than all-purpose swabs. They are used to wipe WC pedestals and remove spills from floors.

·         · Scrim: This is a loosely woven linen material resembling fine sackcloth. Scrim, because of its high absorbency and lint-free nature, is often used instead of chamois leather for cleaning windows and mirrors.

·         · Glass cloths: Glass cloths are made up of linen tow yarns and do not leave behind lint. They can therefore be used for wiping mirrors and drinking glasses. These must not be confused with fabrics made from glass fibres (glasscloth).

·         · Rags and polishing cloths: Rags are disposable cloths usually obtained from the sewing room or bought by the sack from tailors. They are used for applying polish or strong cleaning agents are disposed off when dirty. Polishing cloths need to have a fleecy napped surface and pieces of flannel are ideal.

·         · Wet cloths: Wet cloths need to be very absorbent and of a manageable size, so that they can be wrung out by hand easily during cleaning. They are used for mopping large floor areas.

·         · Chamois leather: Real chamois leather is the skin of the chamois goat antelope, but now various cheaper imitations are available. These simulated chamois leathers are usually skivers, that is, split sheepskin. Chamois leather can be used wet for cleaning windows and mirrors; when dry; it is used as a polishing cloth for silver and other metals. It is also ideal for wiping squeegee blades.

·         · Dust sheets: Dust sheets are made of any thin cotton material, being about the size of a single sheet. Discarded bed sheets or curtains from the linen room are ideal for use as dust sheets. They are used to cover floors, furniture or other articles during spring cleaning or decorating.

·         · Druggets: These are made up of coarse linen, fine canvas or clear plastic. They may be the size of a carpet square or runner. They are placed on the floor in doorways to prevent excessive dirt being tracked in or out during bad weather and during redecorating projects. They are sometimes placed in the passage between the kitchen and dining area to catch spills and debris.

·         · Hearth and bucket cloths: These are made up of thick fabrics and used to protect the carpet and flooring when a fireplace is being cleaned or placed under buckets to prevent marks on the surface they are kept on. They also catch splashes of water.

Containers

Work becomes much easier and efficient if the staff is given appropriate containers in which to carry, transport, collect and store supplies and other items.

Types of containers: The various types of containers used are:

·         · Buckets: These may be made of plastic or galvanised iron. Plastic buckets are more popular these days as they are lighter in weight, quieter to use and easier to clean. Buckets to be used with mops may have one or two sections and may have a wringer device that can be detached for easy cleaning. Twin buckets on a low trolley enabled the brush to be rinsed more effectively each time. Larger buckets should have castor wheels which must be kept free of hair, fluff and dust. Buckets should be thoroughly washed, inside and out, every time they are used and then allowed to dry before being stored.

·         · Basins and bowls: These are used to carry small amounts of water, cleaning solutions and powders for cleaning small areas.

·         · Dustpans: These are used in conjunction with a broom or brush for gathering dust. They may be made of plastic or metal, plastic ones being the usual choice these days. Dustpans with long handles that eliminate stooping are ideal. In order that the dustpans are effective, the edge in contact with the floor must be thin, sharp and flat. They should always be emptied after use and occasionally washed. They should never be stored resting on their flat edge, as it will wear out and warp so that the pan becomes inefficient. Store dustpans suspended from a hook or lying horizontally, sideways.

·         · Dustbins : The housekeeping department is concerned with dustbins in 5 areas:

a) In guestrooms: These bins may be made of plastic or wood. Some properties also use jute or wicker bins. Individual dustbins in guestrooms may be lined with a disposable inner lining made of recycled paper or plastic. These bins must be emptied and wiped daily. They should be washed once a week.

b) In the service rooms: These are used to collect waste from guestrooms, brought in by the room attendants’ carts. The carts contain a sack called the trash bag for guestroom trash. There should be 2 types of bins in the service room, a metal bin for disposing of ash from guestroom ashtrays and a plastic or thick paper bin for other types of trash. The latter can be incinerated directly.

c) In public areas such as guest corridors and lobbies: These bins may have a creative design since they are constantly on view. They should be emptied daily.

d) In waste-collection areas: These are usually located outside the main building and are hidden from view. These bins should be kept covered and emptied t least every alternate day

·         · Sani-bins: These are metal or plastic bins with lids. They are found in toilets for the collection of soiled sanitary towels. They should be lined with plastic or paper bags for easy cleaning. The bins must be emptied and wiped daily for reasons of hygiene. Disposable paper bags (sani-bags) should be provided in the guests’ toilets for wrapping sanitary towels, before disposing in the sani-bin. Some metal sani-bins may be provided with incinerators, but these are not available in India yet.

·         · Spray bottles: These are lightweight containers that deliver a fine mist or cleaning solution through a fine nozzle, particularly used for spray cleaning. It is essential that the nozzle is properly adjusted and free from any blockage. The nozzle must be kept clean, by spraying clean, pure water through it after every use.

·         · Polish applicator trays: These are used in conjunction with a polish applicator mop for polishing floors with a liquid polish. They should be labelled with the kind of polish that they hold. Cleaning them after use is difficult. Pour any excess polish back into the polish container. Soak the tray in a small amount of solvent used to remove that particular type of polish. Wipe with rags and store.

·         · Hand caddies: Also called ‘cleaners’ boxes’, these were originally made of wood or metal but are nowadays usually made of plastic. They consist of a box with a handle and fitted tray. They are used by room attendants for carrying cleaning supplies from room to room for guestroom cleaning. After each shift, they must be cleaned and topped up with replacement supplies for use in the next shift.

Mechanical Equipment:

The various pieces of mechanical equipment used in the housekeeping department are usually powered by electricity or gas. The staff should be well-trained in the operation of these equipments since incorrect usage will not only lead to inefficient cleaning but may also become a safety hazard.

Vacuum cleaners/ Suction cleaners:

Vacuum cleaners remove debris and soil and/or water from a surface by suction. All vacuum cleaners work on the same operating principle. In all types, motor drives an impeller, which sucks in air through an inlet, creating a difference in pressure between the air within and outside the machine. Air drawn in from the inlet passes through and out of the machine.Air drawn in from the inlet passes through and out of the machine. Usually the air is sucked in together with soil, debris or water. The dust is collected into a container provided, which may be within the body of the machine (as in cylindrical and canister models) or on the outside in the form of a bag (as in upright models). The dust-collecting apparatus in the heavy duty models used in hotel properties usually consists of 2 types of dust bags. The inner bag is made of disposable paper and the outer one is made of fabric.

Types of vacuum cleaners: Various types of vacuum cleaners are available.

·         Dry vacuum cleaners: These are used for removing dust and small pieces of debris from floors, upholstery, furnishings, walls and ceilings. Those using a flexible hose come with attachments, such as a floor-cleaning head, a power head, a crevice-cleaning head, an upholstery-cleaning head, a dusting head and extension tubes. Many variations of the dry vacuum cleaner are in use:

 Electric brooms: These are very lightweight vacuums without a motor-driven beater brush. They are used only for light vacuuming and for touch-ups on carpets and hard floors. In other words, they come in handy when a full vacuuming is required.

 Dustettes: These are small, lightweight vacuum cleaners used for cleaning curtains, upholstery edges, mattresses, computers and music systems. They clean by brushing and suction and are very easy to handle. The may be carried in hand or strapped to the back of the operator.

 Backpack vacuums: These are very efficient to clean high, hard-to-reach areas. The vacuum unit in these machines can easily be strapped to the back of the operator. These machines have hand-held wands that come with various attachments for flexibility in cleaning. They are ideal for use on curtains, drapes and ceiling corners. These vacuums are also referred to as piggyback vacuums.

 Upright vacuums: These vacuums are the ones more frequently seen in hotels. The main body of the vacuum lies horizontal on the floor and is driven by a single motor. The dust-bag is outside the machine’s main body. There is a belt-driven beater brush to facilitate removal of dust from thick-pile carpets. In an improved variation, there is a dual-motor system – one motor drives the beater brush and the other provides the suction. The machine also has a built-in hose for cleaning corners and upholstery. This machine is most suitable for use on large carpeted areas.

 Cylindrical vacuums: These have no rotating brushes and work by suction only. The term ‘suction cleaner’ is generally used for these kinds of vacuum cleaners. A filter-cum-diffuser is fitted at the outlet which removes fine dust and micro-organisms from the flow of air passing through the outlet. The filter-cum-diffuser also reduces air disturbance and noise. The dust-bag is inside the cylindrical body of the vacuum cleaner. A flexible hose along with the different attachments is used to clean a variety of surfaces. These are the type commonly used by GRAs in guestroom cleaning.

Pile-lifter vacuums: These vacuum cleaners are used to groom long-pile carpets. They lift up the carpet pile that has become packed down and restore their vertical orientation. It is especially 

Q11:- Write any ten attributes required for housekeeping staff.

 Ans:- Personal attributes of Housekeeping staff

·                      personality

·                     Physical fitness

·                     Personnel hygiene

·                     Adaptability Courtesy Loyalty Personnel 

·                     fitness

·                     Salesmanship 

·                     Memory 

·                     Punctuality

·                     HonestyTact and diplomatic

Right attitude Eye for detail

Q12:- Explain the following terms:-

 OOO

             EPNS

Control Desk

  Dutch wife

             Cabana

 Duplex

Ans:-Out of Order

When a room is out of order, this simply means that it can not be booked for a guest stay during the dates assigned to the Out of Order Status. For example, the room may require maintenance or repair and is therefore placed in out of order status. A room that is out of order is still counted as part of the inventory of rooms in the hotel.

EPNS

Electro Plater Nickel Silver

 Control Desk

• The Housekeeping control desk is the nerve centre of the Housekeeping Department. 
• It is the one point contact for all Housekeeping activities which also controls, co-ordinates and keeps a constant link among the various activities taking place at different locations by Housekeeping staff. And also people associated with Housekeeping within the Hotel premises.

     Dutch Wife

Another Term for the sewing kit provided as a guest amenity.

cabana

Pool-side hotel room, with our without a bed. A cabana is a small, sometimes portable changing room near a swimming pool or beach.

Duplex

a set of rooms for living in that areon two floors of a building.

Questions from Unit-4

Q13:- Explain the different types of guest rooms.

Ans:-Standard Room

A standard room is the cheapest in the hotel. It comes as a single, which is one king-size bed, or as a double, with two queen beds. The standard room has the basic amenities, usually a television, coffee maker, telephone, desk, closet and private bathroom. Other offerings in the standard room depend on the hotel. For example, two-star hotels may offer little more than the basics. A five-star hotel’s standard room may have a Jacuzzi tub, flat-screen television, honor bar and designer interior decorating.

Triple or Family Rooms         

A few hotels built to accommodate families will offer larger rooms with three or more beds. A triple room has three queen-size beds. Family rooms offer sitting areas that double as a sleeping space when the couch lets out into a bed. Some hotels, such as the Wilderness Lodge hotel chain, offer bunk beds for the kids. Triple or family rooms are more commonly found as suites than as one large room with several beds in it. It may be more practical to simply upgrade to a suite rather than take a triple room in a hotel that is not tailored toward families.

Suite

A suite is like a micro apartment inside the hotel. Also called a deluxe room, the suite is much larger than a standard. It has bedrooms, living area and may have a kitchenette. Suites are used by businesspeople and families looking to stay in the hotel for an extended period of time. The best type of suite is the executive or presidential suite. They are very spacious with the best views and amenities that that hotel has to offer. In many hotels, the presidential suite is on the top floor or penthouse. This suite is the most expensive room in the hotel. Standard suites are more expensive than a standard room of course but may cost only slightly more than the triple or family rooms. Hotels such as Embassy Suites have only suites available to customers.

Deluxe Rooms

·         One bedroom, one bathroom

·         Courtyard or street view

·         One king or two single beds

·         En-suite marble bathroom

·         35m²/376ft²

Premium Rooms

·         One bedroom, one bathroom

·         One king or two single beds

·         En-suite marble bathroom

·         45m²/483ft²

Ambassador Suites

·         1 bedroom

·         Optional connecting room

·         Complimentary high-speed Wi-Fi

·         Art Deco style

·         City view

·         60m²/646ft²

Imperial Suite

·         1 bedroom

·         Complimentary return transfers*

·         Krug champagne

·         2 bathrooms

·         180m²/1,938ft²

Presidential Suite

·         3 bedrooms

·         Complimentary return transfers*

·         Krug champagne

·         Private pool, Jacuzzi, sauna, hammam

·         500m²/5,400ft²

Q14:- Write the Bathroom and Guest Room supplies of five star hotel.

Ans:-Clothing Care

Most hotels have luggage racks, a few clothes hangers, plastic laundry bags, dressers or wardrobes and an iron with ironing board. If your vacation plans include multiple outings that will require you to store dirty clothes, the small plastic bag provided by the hotel probably will not be sufficient, so bring along your own bag for storing clothes.

Beverages

Hotels usually have a hospitality tray, where you will find an ice bucket and a coffee or tea maker with the supplies needed to make and serve enough of the beverage once per day for each of the guests in the room. This may be coffee, tea, condiment packets that include creamer and sugar and sometimes powdered cocoa.

Bedside and Desk Items

On or in the nightstand in hotel guest rooms, guests will usually find an alarm clock and a Bible. Items found on the desk usually include a pen, note pad, hotel directory, local maps, guidebooks and a telephone book. The maps provided usually focus on the area around the hotel.

Bathroom

Hotel bathrooms contain enough towels for the number of guests in the room for one to two days, toilet paper, facial tissue and basic bath supplies (shampoo, conditioner, lotion, body soap and facial soap). Dental hygiene kits and shaving kits may be available upon request from the hotel concierge or housekeeping.

Other Supplies

Most hotels provide a wall-mounted hair dryer, in-room safe, first aid kit and a mending kit.

Housekeeping & Guest Room Supplies:-

·         Anti-Slip Mats

·         Bathrobes

·         Bathroom Fixtures & Accessories

·         Beddings & Mattresses

·         Cleaning Contractors

·         Cleaning Equipment

·         Cleaning Supplies

·         Cubicles-Shower

·         Guestroom Supplies

·         Hairdryers

·         Hand Dryers

·         Laundry Equipment

·         Linens

·         Mini-Bars

·         Mirrors

·         Polythene Bags Manufacturers

·         Safes

·         Shower Mixers

·         Towels

·         Trolleys & Carts

·         Uniforms

·         Washroom Supplies

·          

Q15:- Write short notes on:-

1.      Periodical cleaning

2.      Spring cleaning

3.      Public area cleaning

Ans:-  1.Periodic Cleaning in Hotel

The task of cleaning is very exhausting. It is divided among a number of housekeeping staff depending upon expertise. Some cleaning such as occupied guest room cleaning requires to be carried out twice on daily basis. The check-in and check-out cleanings are little less frequent.

Further, the cleaning of air-conditioner and refrigerator is less frequent. Thus, depending upon frequency of use of a particular area or device, the frequency of cleaning varies.

2.Spring Cleaning

This type of cleaning is practiced in the hotels located in cold as well as warm regions. The name depicts cleaning the house in the first few warm days of spring when there is adequate sunlight to reach the corners and the floors of the room. The areas, which are not much accessed, are also cleaned during the Spring Cleaning.

Spring cleaning is generally performed once a year by moving furniture and cleaning the guest rooms entirely for dust, stains, broken furniture, and garbage. It is also called as Deep Cleaning as it is ensured that no portion of the area is left uncleaned.

3.Cleaning and Keeping Public Areas of Hotel

The public areas are shared commonly among guests. They include −

Keeping Front office, Lobby, and Corridors

Front Office and Lobby is highly frequented. It must be clean at all hours of the day. The housekeeping staff needs to clean desks, fans, ceiling, chairs, and computers. The staff also cleans and disinfects the telephone devices, keyboards, flooring, corridors, and glass doors at the entrance of the lobby.

Keeping the Dining Area

The dining area is the next most frequently visited area. The housekeeping staff puts in good efforts for lighting, chandeliers, and cleaning the ceiling, furniture, and décor items. It also includes spreading the clean dining linen on the dining tables and keeping the floor clean. It is generally done when the area is not busy.

Cleaning the Lifts

The house keeping staff cleans lifts preferably early morning to avoid rush for use. They stop it at the ground floor, its doors are kept open, and it is then cleaned starting from top and working towards bottom.

Cleaning the Swimming Pools

Cleaning of the swimming pools is highly required during summer. It can be conducted by the hotel if it has an in-house expertise, or it can be contracted with an agency. Cleaning of swimming pool involves catching any leaves, purifying the pool water, and cleaning the areas surrounding the pool; including shower and changing rooms.

Cleaning and Keeping the Hotel Garden

These days, the hotels keep their private team of gardeners. Watering and trimming the trees and shrubs, fertilizing the plants, raking the fall leaves, and Arbosculpture (an art of shaping trees into wonderful shapes), is taken care by this team.

Cleaning the Parking Area

It mostly involves hard sweeping the parking space, removing the cobwebs under the parking shades, and putting up appropriate guiding signs.

Q16. Write the SOPs for cleaning the Guest room and Guest Bathroom.

Ans:- The SOP for cleaning the guest room is given below. Once the staff enters the room and starts the housekeeping work, he must −

·        Not use guest room linen as a door stopper or for cleaning and dusting the room.

·        Keep the guest room door open while working.

·        Open the curtains and patio door.

·        Assemble the furniture and place appropriately.

·        Keep the vacuum cleaner and other cleaning apparatus in the room.

·        Check the type of bed.

·        Take the bed linen of appropriate size and place it on the nearest chair.

·        Remove previous bedspread and place on the chair.

·        Inspect the bed and pillows for their condition as well as for any lost-and-found.

·        In case of checkout room, deposit the left guest items to the floor supervisor. If the room is still occupied by the guest, place the item such that it is safe as well as visible to the guest.

·        Put soiled sheets and pillow covers in the soiled linen cart of the trolley.

·        Empty ashtrays and rubbish from the guest room and bathroom dustbins into the trash cart of the trolley.

·        Pick up used glasses, mugs, ashtray, trays, and place them on bathroom platform.

·        Spray the bathtub, basin, glasses, mugs, and trays with cleaning liquid. Let them soak the chemicals from the liquid.

·        Make the bed.

·        Start dusting from an extreme inside corner of the room and work outwards.

·        Clean wipe TV.

·        Straighten the guest items.

·        Sweep the room and patio floor.

·        Mop the room and patio floor.

·        Clean the glasses, mugs, and tray.

·        Sanitize glasses, mugs, telephone device, and TV remote.

·        Inspect the condition of bathroom slippers and bathrobe. Replace if soiled.

·        Close the patio door.

·        Close all the curtains.

·        Clean the entrance door.

·        Close and lock the room door.

·        Report any damage spotted to the supervisor.

SOPs for Cleaning the Guest Bath Room

The SOP for cleaning the guest bathroom is given below.

• Open bathroom ventilation.
• Sweep the bathroom floor.
• Scrub and finish the platform, bathtub, and basin.
• Scrub and finish the toilet bowl, rim, ring, and hinge.
• Wipe the mirror.
• Clean bathroom walls using wet mop or sponge.
• Replace amenities such as toilet roll, toilet block, shampoo, conditioners, and moisturizers.
• Replace bathroom mat.
• Wipe down shower curtain working from top to bottom with a dry cloth.
• Replace bath towels and hand towels.
• Replace the dustbin liner.
• Close the bathroom ventilation.
• Clean the bathroom door.
• Keep the bathroom door open after cleaning.
• Check bathroom doormat. Replace if required.
• Report any damage spotted to the supervisor.

SOPs for Cleaning Balcony / Patio

The balcony or the patio are the extensions of the guest room. The SOPs for cleaning them are given below.

• Enter the balcony.
• Spray walls, railings
• Scrub and clean the bird droppings
• Wipe down rocking or sitting chairs and table
• Clean the door tracks appeared on the floor.
• Sweep the floor.
• Mop the floor.

Q17:- Explain the cleaning procedure of occupied room, vacant room and vacant dirty room.

Ans:-Servicing of Occupied Rooms:

• All occupied rooms are serviced twice daily and as and when requested by the guest.
• Enter the room according to the procedure of entry to guestrooms.
• Clear the garbage according to the procedure of removal of garbage from dustbins.
• Collect the soiled linen and throw in the linen bag.
• Make the bed, follow the bed making procedure.
• Perform dusting of the room.
• Vacuuming of carpet and the upholstery maintenance.
• Clean Bathroom.

• All amenities are replenished in bathroom. (Maintain photograph for standard amenity placement)
• After servicing the room following facilities function to be checked.
• Television
• All Telephones
• All Bulbs.
• Any in room Entertainment system.

Servicing of vacant room:

• Room has to be spic and span at every given time.
• Knock the door.
• Switch on all lights.
• Open heavy and sheer curtains.
• Remove turn down service.
• Put bed cover.
• Do the dusting.
• Replenish water and ice.
• Mop bathroom flooring with disinfectant.
• Vacuum the carpet if necessary.
• Close sheer curtain.
• Heavy curtain should be half closed.
• Put of all the lights.

• Give final looks and shut the door.

Servicing of vacant dirty room:

• Vacant dirty rooms cleaned thoroughly and all used items/ amenities are changed with fresh ones. Left guest items to be deposited at Housekeeping control Desk.
• Knock and enter the room.
• All drawers and cupboards are checked for any lost and found of guest.
• All dustbins are cleared of garbage.
• Soiled linen to be removed.
• Bed is made according to procedure for bed making.
• Dusting of room is done.
• Vacuum upholstery and carpet.
• All glassware and Ashtrays have to be cleaned.
• All guest amenities in room have to be replenished.
• Bathroom is cleaned according to procedure
• Replenished  amenities in the bathroom.
• All items used by the previous guest are changed with fresh ones.
• All maintenances are noted and given to the Engineering department.
• Inform room status to the Housekeeping control desk.

Q18:- What do you understand by Guest room inspection? Brief.

Ans:-Room Inspection Checklist used by Housekeeping Supervisor

Every guest room must be checked on daily basis by housekeeping supervisor, this will help the hotel to attain high guest satisfaction in terms of room comfort and also for safety reasons. If the floor supervisor is  not been able to check the room by the end of shift, the Asst. Executive housekeeper must do it before releasing the room for guest occupancy.

Use of a pre-printed room inspection check-list form will prove effective for the hotel management. It will establish a set procedure ensuring that will remind both Housekeeping Supervisor / Executive and Room maids of any defects and missing amenities for the guest. 

The following attachments will offer a sample and guide to check each aspect of getting a room ready for guest.

The main purpose of the room inspection is to maintain housekeeping standards.

There are a set of standards that housekeeping will need to follow for cleaning, refreshing, and stocking rooms. It's important to maintain these because it will help keep guest satisfaction high. If our guest satisfaction drops, we may also experience a drop in hotel occupancy. We want to make sure that our guests are kept happy, and one way we can do that is to maintain our standards of good service.

Create a room inspection checklist.

This will help us check that we are meeting housekeeping standards. We discuss how to create a checklist in our tutorial on how to manage hotel or hospitality guest room inspections. The checklist is a very good tool to help us establish a set procedure for making sure that every important area is checked and that anything that was not done correctly or is not functioning correctly is fixed.

Room inspections keep guests safe and secure.

During the room inspection, we should find any issues with uneven flooring, locks not functioning, and so on. Anything that could injure a guest should be caught in a room inspection and fixed.

Guest room inspections help us keep good working order of facilities.

This includes telephones, TVs, minibars, hot and cold water, guest coffee machine, and other appliances and electronics. All of these things need to be checked to make sure there are no issues in the room. We need to make sure that our guest rooms' facilities are kept in proper working condition.

The room inspection reminds housekeepers of any missing items.

The average time to clean a guest room is about 20 minutes. Every housekeeper, in every room, needs to be making sure that amenities are placed in the room in the correct number. This includes every bar of soap or bottle of shower gel, body lotion, shampoo, and all other amenities, such as robes and slippers. During the room inspection, the housekeeping supervisor will be able to check this. They can count the amenities and make sure they are all included and in good shape before the guest room is released for use.

Q19:- Brief about Turndown service.

Ans:-Turndown service:

• The evening boy takes the status report of the floor from the desk.
• Takes the floor key/card and sign for it.
• Take a round of the floor corridor to maintain it clean and tidy. Take out trolley.
• Vacant rooms to be serviced from 6.00 p.m. onwards.
• By 10.pm turn down service to be finished of all rooms.
• Departure rooms have to be cleared as per requirements.

Enter the guest room:

• Find out if the guest is in the room.
• Announce yourself before entering the guest room.
• In case the guest is wants you to come back later then, politely as the time for Position the 

• maids cart in front of the guest room.

Turndown the bed:

• Enter the room, empty dustbin and ashtrays.
• Remove the bedcover, fold it and place in the luggage rack drawer.
• Remove pillow from luggage rack and place it on the head of the bed.
• Make 90 angles with the second sheet.
• Quilt and third sheet.
• Spread the foot mat on the side of the bed. [The side where the corner is made] and put slipper on top of foot mat.
• Always give turndown from the telephone side or inner side of the bed.
• For double occupancy, both corner to be made.

Place turndown amenities:

• According to the hotel procedure place the turndown amenities on the bed. ( Eg: Flower, Chocolate etc.)
• Place the Breakfast menu knob on the fold.

• Put on the bedside lamp.

Tidy the guest room:

• Look around the room and straighten or tidy anything that is out of order.
• If a room is messy it may require more extensive cleaning.
• Remove any room service tray, dishes and move them to the service pantry.
• Empty the trash cans and replace the wastebasket liners.
• Do a quick vacuum if required.

Tidy the bathroom:

• Neatly fold used towels.
• Wipe the vanity area if required.
• If required replace the bathing towel.
• Clear the dustbin if used.

Create a pleasant atmosphere:

• Turn on the bedside lamps.
• Close the drapes.
• Draw the curtains so that there is no light coming from the corners or centre.
• Set the A/C temperature to what was set by the guest.
• Double check everything, lock the room and leave the guest room.
• Update the status report.

Q20:- Write all the amenities and hotel guest room furnishings.

Ans:-

alarm clock radios armoires ashtrays baby cribs bed bolts bed frames bedspreads blankets carpet carpet pads casters chairs desks

draperies drapes dressers hangers headboards ice buckets ironing boards irons lamp shades luggage racks mattresses mirrors pictures

pillows signs roll-a-ways shower curtains signage sofas standing lamps table lamps televisions upholstery wastebaskets

"Amenities" may include:

bath mats body lotion conditioner cotton balls cotton-tip swabs electric light bulbs glassware guest directories guest keys guest questionnaires hairnets hangers ironing board pads key folders

laundry bags laundry slips magazines matches mattress pads notepads paper coasters pens pillow cases postcards razors robes sewing kits shampoo

sheets shoe mitts shower curtains slippers soap stationery tissue dispensers tissue paper toilet paper toothbrushes towels tub mats wash cloths wastebasket liners