2nd Year notes (BHMCT-304) Housekeeping Operations

Course:                       BHMCT

Subject:                      Housekeeping Operations

Paper Code:          BHMCT-304

Semester:                    III

Questions from Unit-1

Q1:- Explain the Duties and Responsibilities of Laundry Attendant..

Ans:-LINEN ATTENDANT DUTIES AND RESPONSIBILITIES:

1. Places linen and uniforms in containers for transport to laundry.
2. Sort's items and counts and records number of items soiled.
3. Examines laundered items to ensure cleanliness and serviceability.
4. Sends torn articles to the seamstress for repair.
5. Stores laundered linen and uniforms on shelves after verifying numbers and types of articles.
6. Issues linen and uniforms, which are both to be exchanges on a clean-for-soiled basis only.
7. Counts and records linen to fill requisition.
8. Check periodically the condition of hotel linen and uniform.
9. Should know basic tailoring works.
10. Periodic inventories of linen and uniform.
11. Ensure that the linen and uniforms are neatly and systematically arranged and stacked.
12. Give on the job training for new joiners.
13. Receives, sorts and double checks conditions of all linen and uniforms, records all outgoing and incoming from the laundry thoroughly before storing and issuing.
14. Separates linen or uniforms that need repair and / or special treatment and forward it to the tailor and/or Laundry Manager for immediate action.
15. Make available equipment/cleaning materials generally required for effective output.
16. Distributes cleaning rags on a dirty to clean basis.
17. Inform Senior Supervisor Linen and Uniform of any problem areas that may occur down the chain of authority.
18. Assist Linen Room/Uniform Supervisor in checking quality and quantity of all new incoming textiles to ensure they meet the Hotel's specifications and provide new incoming stocks with accurate stamps.
19. Ensure high standard of cleanliness the Linen and Uniform Department.
20. Reports to the Linen Room/ Uniform Supervisor when stocks reach the minimum for order purposes.
21. Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve overall objectives of this position.
22. To understand and strictly adhere to the Hotel's Employee Rules & Regulations.

23.  To Report for duty punctually wearing the correct uniform and name tag at all times.

24.  Performers any other duties as assigned to him/her by management.

Q2:-What is the Flow process of Industrial Laundry?

Ans:-The laundry department has a basic cycle of operation 

            1. Collecting Soiled Linen.

House maid and room boy should strip linens from beds and areas and put them on to the linen chute or on to the soiled linen carts stored on each floor pantry. Staff should never use any guest linen for any cleaning purpose.

The house boys should go for frequent rounds on each floors to collect the soiled linen from the linen chute or on to each floor pantry. Supervisors should make sure that the soiled linens doesn't pileup on floor pantry which may cause further soil or damage as there are chances that people may walk on them.

2. Transport Soiled Linen to Laundry department.

The linens form the Laundry chutes and floor pantry are carried to the laundry department by trolley. The housemen should make sure that the laundry items are not dragged on the floor this may further damage or soil the laundry.

3. Sorting of Linen and Uniforms.

The laundry sorting area of the hotel should be large enough to buffer one day worth of laundry and these sorting of laundry should not cause interfere with other laundry activities.

Sort linen and uniforms according to their stains, size, type, color etc. 

4. Washing and Dry cleaning.

After the linens and uniforms are sorted properly the laundry staff collects the batches of laundry and load them to the washers. It is also a good process to always weigh the laundry items before loading them to the washers, this will ensure that the washers are not overloaded and help to run them in the optimum operation condition.

If required the soiled linens are treated to remove stains before the washing process. To reduce operational cost nowadays hotels uses chemicals ( bleaches, detergents, softeners etc.) while washing process to remove stains instead of treating laundry items separately before washing.

5. Drying.

After the washing cycle is completed the washed items are dried on the dryer. The drying times and temperature vary considerable according to the type type of linen / cloths. 

Also always the drying should be followed by a gradual cool down process to prevent the hot linens from being damaged or wrinkled by rapid cooling and healing process.

6. Folding of Linen and Uniforms.

Even though a lot of flooding of linens are now automated, the hotels still do a lot of folding by hand. While folding the linens the laundry attendants should also look for any damages occurred to them while the laundry process.

The folded items are then stored and stacked properly according to batches. The finished laundry items should latest rest for 24hrs. as this will increase their life.

Q3:-What is the role of Laundry Manager?

Ans:-A Laundry Manager is responsible for running laundry departments day to day operations and also to deliver an excellent Guest experience while managing stock ordering and supplier relationships.

Additional responsibilities include, up keeping training, performance evaluations, scheduling and supervising the personnel within the department.

Laundry Manager Duties and Responsibilities:

• Developing and putting into operation the current system and technical advancement in the field of Laundry operations.  
• Formulating washing formula for stained loads.  
• Ensuring the washing of linen and uniform as per standard.
• Maintenance and upkeep of all laundry equipment.
• Co-ordinating with the Engineering Department about their routine maintenance of the equipment.
• Preparing Annual Laundry Budget.
• Develop new methods for increasing laundry efficiency.
• Coordinate with the maintenance team for outstanding repairs of machinery.
• Overall controlling and supervision of the Department.
• Training and coordination with  supporting Departments.
• Record and monitor laundry cost.
• Make reports and recommendations when required.
• Oversee the laundry equipment preventive maintenance program.
• Approve distribution of linen to guestrooms and food and beverage department areas.
• Direct all Laundry staff.

·         Approve the Laundry staff duty roster.

·         Organizing training for the staff.

·         Hire and train new laundry staffs.

·         Experience in team management.

·         Should be familiar with computers and hotel applications.

·         Plan and judge for uniform replacement.

·         To ensure the uniform room inspects all uniforms daily for replacement and damage.

·         Provide other duties and services as assigned by the Executive housekeeper.

·         Conduct weekly departmental meetings with supervisors.

·         PREREQUISITES:

·         Excellent communication and organizational skills with Strong interpersonal and problem solving abilities. Highly responsible & reliable and also ability to work cohesively with fellow colleagues.

·         EDUCATION:

·         Education High school or equivalent education required. Bachelor’s Degree preferred. 

·         EXPERIENCE:

·         Experience Two to three years of experience managing entry-level employees. Minimum two years housekeeping/laundry management experience in hotel industry.

Q4:-Give the Duties and Responsibilities of Dry cleaning supervisor.

Ans:-Dry Cleaning and Laundry Supervisors

Dry cleaning and laundry supervisors supervise and co-ordinate the activities of workers in the following unit groups: Dry Cleaning and Laundry Occupations (6681) and Ironing, Pressing and Finishing Occupations (6682). They are employed by dry cleaning and laundry establishments, fur cleaning establishments, commercial laundries and laundries in hotels, hospitals and other institutions.

Main duties

Dry cleaning and laundry supervisors perform some or all of the following duties:

• Supervise, co-ordinate and schedule the activities of dry cleaning and laundry staff
• Establish and implement production routines and co-ordinate work activities with other departments
• Monitor quality and production levels
• Requisition supplies
• Hire and train or arrange for training of workers
• Oversee the cleaning of suedes, leathers and other difficult items.

Employment requirements

• Completion of secondary school is usually required.
• Experience as a dry cleaning or laundry machine operator is required.

Additional information

• Progression to managerial positions, such as dry cleaning managers, is possible with additional training or experience.

Q5:- Give the duties and responsibilities of Valet runner.

Ans:-The ability to follow proper payroll procedures.

• The ability to pick up and assume responsibility for keys and communication tools.
• The ability to package and arrange for delivery any guest laundry or dry cleaning.
• The ability to pick up and deliver guest's laundry and dry cleaning from guest rooms.
• The ability to handle special situations such as "Do Not Disturbs", special instructions from guests or lock out rooms.
• The ability to display a high level of professionalism, warmth and integrity while in guest rooms or in guest areas.
• The ability to respond properly in any hotel emergency or safety situation.
• The ability to perform other tasks or projects as assigned by hotel management and staff.
• The ability to operate and maintain all steam and pressing machines and to report any malfunctions immediately to a supervisor or manager.
• The ability to steam, press and touch up shirts, jackets, blouses, dresses, skirts, pants, etc. in a professional manner meeting the standards .
• The ability to answer telephones and assists guests in their requests.
• The ability to drive garment’s trolley for pickup and delivery guest laundry within the hotel.
• The ability to perform daily cleaning duties in the laundry/valet area.

Qualifications:

We are looking for a well organized and creative candidate with excellent communication and interpersonal skills, who is able to display a “passion for perfection” and work in a dynamic environment. In addition, the candidate should possess:

• Previous laundry experience an asset
• Excellent communication and organizational skills
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work cohesively with fellow colleagues as part of a team with minimum supervision
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Q6:- Explain Dry cleaning guest laundry.

Ans:-Operating Procedures for Guest Laundry Services

·         Pick up Guests' calls

·         Collection

·         Processes

·         Delivery

·         Express Service

Laundry Procedures

Marking:

·         Sort them out according to the classification on the laundry list.

·         Count number of each item.

·         Detail shortages

·         Write down the correction against the appropriate item in the laundry list.

·         Check care instructions carefully.

·         Check each garment for damage, color fading, stains, buttons missing, tears, etc.

·         Report any unusual condition, including value items left behind to the Laundry Manager or person concerned.

·         Ensure the mending items are repaired e.g. tears, buttons missing, etc.

·         Separate machine washing from hand washing items according to fabric and color.

·         All express items must be handed over to the washer or dry cleaning operator.

Washing

·         Wash all soiled items. Take great care that no damage occurs and be careful not to overload the machine.

·         Separate the clothes according to their colors and type of fabric and according to the program required.

·         Check the pocket and damages or unusual condition of Guest Laundry and staff uniforms.

·         Heavily soiled items need to have special chemical process before the normal washing process.

·         All shirt cuffs and collars or any other dirty clothes must be brushed with chemical before being taken to the machine.

·         The clothes which have to be extracted upon the decision of the washer:

1.      Items which can be put into the Hydro-Extractor. It normally takes about 2 to 3 minutes.

2.      Items which cannot be put into the tumble dryer, have to hang dry.

3.      The washer must check the temperature and timing properly according to the fabric.

·         Washer is also responsible for cleaning the machine and working area at the end of every working day.

Q7:- Give the duties and responsibilities of Laundry clerks.

Ans:-1) Compiles and maintains work-production records of each employee for use in payroll and efficiency records.

2) Frequently performs other clerical duties, such as recording weights of laundry bundles.

·         3) May convert count of each type of garment to production points achieved, following prepared charts or verbal instructions.

Attendants working at a coin operated laundry are responsible for the general maintenance and upkeep of the machines. This includes cleaning machine filters and removing objects left inside. Duties also include sweeping and mopping floors periodically, wiping down machines and counters, and making sure the bathroom is clean and stocked with bathroom tissue. Management may also require the attendant to service laundry customers and take out the trash.

Attendants working in a hotel environment usually have duties focused mainly on cleaning and dry cleaning services. These duties include daily washing and drying of hotel sheets, blankets, towels and linens. Ironing and steaming of items may be required as well. Attendants neatly fold laundry and distribute it according to company requirements. In addition, hotel laundry attendants are expected to coordinate their duties with other hotel staff. Attendants must be able to lift up to 50 pounds of laundry and push heavy carts without assistance.

Q8:- Explain care in laundering Guest articles.

Ans:-Operating Procedures for Guest Laundry Services

·         Pick up Guests' calls

·         Collection

·         Processes

·         Delivery

·         Express Service

. Operating Procedures for Washing

·         F&B Linen

·         Room Linen

·         Spring Cleaning

. Operating Procedures for Dry Cleaning

·         Guest Clothing

·         Staff Uniforms

·         Spring Cleaning

. Operating Procedures for Hand Ironing and Pressing

·         Guest Clothing

·         Staff Uniforms

. Operating Procedures for Flatwork Ironing

·         F&B Linen

·         Rooms Linen

Equipment

·         Introduction

·         Maintenance

·         Disposal

. Chemicals

·         Laundry Supply Items

·         Dry Cleaning Supply Items

. Special Procedures

·         File Procedure

·         Guest Laundry Hold

·         Lost & Found

Laundry Procedures

Marking:

·         Sort them out according to the classification on the laundry list.

·         Count number of each item.

·         Detail shortages

·         Write down the correction against the appropriate item in the laundry list.

·         Check care instructions carefully.

·         Check each garment for damage, color fading, stains, buttons missing, tears, etc.

·         Report any unusual condition, including value items left behind to the Laundry Manager or person concerned.

·         Ensure the mending items are repaired e.g. tears, buttons missing, etc.

·         Separate machine washing from hand washing items according to fabric and color.

·         All express items must be handed over to the washer or dry cleaning operator.

Washing

·         Wash all soiled items. Take great care that no damage occurs and be careful not to overload the machine.

·         Separate the clothes according to their colors and type of fabric and according to the program required.

·         Check the pocket and damages or unusual condition of Guest Laundry and staff uniforms.

·         Heavily soiled items need to have special chemical process before the normal washing process.

·         All shirt cuffs and collars or any other dirty clothes must be brushed with chemical before being taken to the machine.

·         The clothes which have to be extracted upon the decision of the washer:

1.      Items which can be put into the Hydro-Extractor. It normally takes about 2 to 3 minutes.

2.      Items which cannot be put into the tumble dryer, have to hang dry.

3.      The washer must check the temperature and timing properly according to the fabric.

·         Washer is also responsible for cleaning the machine and working area at the end of every working day.

Questions from Unit-2

Q9:-Write the classification of stains.

Ans:-Classification of Stains

The system used here in classifying stains for removal from washable fabrics is not the only one that has been used. Other books or sources may suggest different methods that also may work. The purpose here is to describe at least one method that should give good results using readily available consumer products or supplies if used correctly.

This stain classification system starts with stains that require similar treatment and are easiest to remove if treated promptly and correctly. Stains that require two-step or special treatment are listed last.

Protein Stains

Soak in cold water. Launder.

• Baby food
• Milk
• Baby formula
• Mucous
• Blood
• Cheese sauce
• Mud
• Cream
• Pudding
• Egg
• Urine
• Feces
• Vomit
• Gelatin
• White glue; school paste
• Ice cream

·         Fresh protein stains can be removed by soaking and agitating in cold water before washing. These stains contain other ingredients besides protein, but it needs treatment first. If hot water is used first, it cooks the protein, causing coagulation between the fibers in the yarns of the fabric, making the stains more difficult to remove. If protein stains are dried or old, scrape or brush off crusted matter (if any), then soak in cold water using a detergent or an enzyme presoak product.

·         After treating the stain, launder in warm (not hot) water, rinse, and inspect. If stain remains, soak an additional half-hour, then rewash. Bleach may be necessary if the stain was colored, such as baby food beets, strawberry gelatin, or ice cream.

Tannin Stains

·         Do not use soap (bar, flake). Use detergents.

• Alcoholic beverages
• Beer
• Berries (cranberries, raspberries, strawberries)
• Coffee
• Cologne
• Felt-tip water color pen or washable ink
• Fruit juice (apple, grape, orange)
• Soft drinks
• Tea
• Tomato juice

Fresh tannin stains are usually removed by detergent (not soap) washing in hot water (as safe for fabric) during laundering without any treatment. Use of soap (bar soap, soap flakes, or detergents containing natural soap) will make a tannin stain permanent or at least more difficult to remove. Be sure to check the ingredients list of your detergent for soap. More brands now include it for economic reasons. Old tannin stains may need bleaching for more complete removal.

Oil-based Stains

Use heavy-duty detergent with hot water.

• Automotive oil
• Hair oil
• Bacon fat
• Hand lotion
• Butter/margarine
• Lard
• Car door grease
• Mayonnaise
• Collar/cuff greasy rings
• Salad dressing
• Cooking fats and oils
• Suntan oil or lotion
• Face creams

Oil stains can be removed by pretreatment with a heavy-duty liquid detergent, an aerosol petroleum-based solvent pretreatment spray, or a pump-type detergent-based pretreatment spray. If these products are unavailable, you can use a powdered detergent that is mixed with water to make a runny paste and apply that to the stain.

The heavy-duty liquid detergents or aerosol sprays are more convenient and effective. Work the full-strength heavy-duty liquid detergent into the stain or spray with the pretreatment product, then wash the garment using hot water (if safe for fabric), the recommended amount of detergent for a regular laundry load, rinse, and inspect before drying. Repeat this treatment if removal is incomplete the first time.

Dye Stains

Need detergent wash and bleach as safe, for fabric.

• Cherry, blueberry
• Color bleeding in wash (dye transfer)
• Felt-tip pen (permanent ink-may not come out)
• Grass
• India ink
• Kool-Aid
• Mercurochrome
• Mustard
• Tempera paint

Dye stains are very difficult to remove. First,pretreat the stain with a heavy-duty liquid detergent, then rinse thoroughly. Soak the stained garment in a dilute solution of all-fabric powdered bleach.

If the stain persists, and the garment is white or colorfast, soak in a dilute solution of liquid chlorine bleach and water. Bleaching damage to colored garments is irreversible. To decide if a fabric can be bleached safely, use the test described previously. If the stain is not removed in 15 minutes, it cannot be removed by bleaching and further bleaching will only weaken the fabric.

Combination Stains

Two step treatment: (1) Remove oily/waxy portion, (2) Remove dye portion using bleach as safe for fabric.

Combination stains contain a variety of ingredients, but these stains usually have an oily/waxy component and a dye or pigment component. Use the procedures recommended for removing oil stains first.

Step 1 procedure depends on whether stain is in Group A or B as follows:

Group A. Spray or sponge with drycleaning solvent (perchloroethylene, trichloroethylene) then rub with heavy-duty liquid detergent before washing.

• Ball-point ink
• Candle wax
• Carbon paper
• Carbon typewriter ribbon
• Crayon
• Eye make-up (mascara, pencil, liner, shadow)
• Floor wax
• Furniture polish
• Lipstick
• Livestock paint
• Pine resin
• Shoe polish
• Tar

Group B. Rub heavy-duty liquid detergent into stain before washing.

• Barbecue sauce
• Calomine lotion
• Catsup or tomato sauce
• Cocoa or chocolate
• Face make-up (powder, rouge, foundation)
• Gravy
• Hair spray

After you've done the procedures above, do step 2-removing dye stains. Start with an all-fabric bleach because it is less damaging to colors and fabrics. Use liquid chlorine bleaches for tough dye stains, if fabrics are colorfast to bleach.

Q10:-Explain the Basic rules for Stain removal.

Ans:-Basic Rules for Stain Removal

Once you understand the basic rules about treating stains and spots, you'll be able to deal with them more effectively -- no more wasting time trying to rinse away a stain with tap water when what it needs is to be treated with a stain-removal product. The following rules apply to almost every spot and stain. Rules number one and two are cardinal in treating every spot and stain across the board.

The Basic Stain Removal Rules

1.      The quicker, the better. The optimum time to treat a stain is within moments of its occurrence. The longer a stain sets, the more likely it is to become permanent.

2.      Identify or try to identify both the staining agent and the stained surface before you begin treatment. Both factors affect how you treat the stain. Cotton is treated differently than rayon or silk. Knowing what the stained surface is helps you choose the proper treatment technique and avoid damaging the surface.

3.      Remove as much as possible of the staining agent before treating with a stain-removal product. The less mayonnaise you have to deal with on the blouse front, the better; so scrape off as much as possible. Excess liquids can be blotted. (If there is enough liquid to form a puddle, spoon it out or remove it by dipping the corner of a clean, white cloth or paper towel into it and allowing the cloth to draw up the liquid.) If the staining agent is a solid, scrape off excess with a dull knife, spoon, or spatula. Powders can be shaken or brushed off. Be careful not to spread the stain when removing the excess staining material.

4.      Handle stained items gently. Rubbing, folding, wringing, or squeezing can cause the stain to penetrate more deeply and may damage delicate fibers.

5.      Avoid using heat. Don't use hot water on stains, don't dry stained articles with heat, and never iron stained fabrics. Heat can make a stain impossible to remove. (Heat, however, is used to remove wax from certain fibers.)

6.      Pretest any stain-removing agent. Even water may damage some surfaces, so always run a sample test on some inconspicuous spot-the seam allowance or under the hem of a garment, the part of the rug that's hidden under a table or chair, the part of the upholstery that faces the wall-to avoid costly mistakes.

7.      Follow directions to the letter. Read all the manufacturer's directions on the product container. If you make your own cleaning supplies, be sure you're using the proper ingredients and that you are using the cleaning agent exactly as described.

8.      Work from the center of the stain outward. Most stains are best treated with movements that are directed outward. Such movements help avoid leaving a ring around the cleaned area.

Q11:- What are the Methods of removing stains from different surfaces?

Ans:-FOR GRASS, FLOWER, AND FOLIAGE STAINS on non-washable materials try sponging with denatured alcohol or benzene. Rinse by sponging with clear water.
Ink stains, pencil marks and crayon hieroglyphics have a way of getting around the place easily if there are small fry in the family. INDELIBLE PENCIL. Water will spread a stain made by an indelible pencil, so don't try it. Sponge the stain with alcohol, or diluted alcohol, or soak the material in it, after making sure by testing that the dyes will stand it. Remaining traces may be washed out, or sponged away with soap and water, or bleached. Use household bleach on white cottons and linens, excepting those with crease-resistant finishes. Apply it directly to the stain and let it remain no longer than one minute. Rinse promptly and thoroughly. Government home economists recommend using an anti-chlor solution as a final rinse (two tablespoonfuls of white vinegar in a cup of water) to stop the destructive action of the bleach. Materials that household bleach might damage can be sponged with peroxide containing a little sodium perborate.

LEAD PENCIL MARKS can sometimes be erased off or washed off fabrics. Sponge woolens with a half-and-half solution of water and alcohol.

FOR CRAYON MARKS on washables, apply soap or detergent and hot water. If traces remain, sponge them with diluted alcohol. Crayon marks on non-washable materials can usually be sponged off with carbon tetrachloride or other cleaning fluid.

INK STAINS while tough, are not hopeless. There are many kinds of writing ink and the removal method depends somewhat upon the kind that has made the stain. Most ballpoint inks can be removed by sponging the stain repeatedly with acetone or cleaning fluid. Acetone is harmless to most fabrics, but it damages acetate, Dynel, and Arnel. Some inks will wash out, while others are set by washing. If you can test the ink by making a similar stain on a piece of fabric of the kind you want to wash, do that first.

INK ON RUGS. Washable inks can be removed by using a damp absorbent cloth. For ballpoint inks, use cleaning fluid. For permanent inks, consult a professional cleaner. 

INK ON CLOTHES AND LINENS. Modern textile chemists today say that the safest first step toward removal of all stains caused by writing inks (other than ballpoint) on clothing and table linens, is to soak the stained fabric in cool water for thirty minutes, or even overnight. After soaking, rub them with soap or a synthetic detergent and wash in warm suds. If traces remain they can be bleached. Use household bleach on cottons, linens, and synthetics with special finishes. On special finishes use a sodium perborate hot bleach solution, made by adding a tablespoonful or two of sodium perborate to a cup of very hot water. Treat any remaining yellow stain like an iron rust stain.

AMMONIA TREATMENT FOR INK. Certain types of ink can be removed or made

inconspicuous by sponging with an ammonia solution. Use one tablespoonful of ammonia to a cup of water. Sponge the stain repeatedly because the ink stain tends to reappear as the fabric dries. Use the ammonia treatment for silk, wool, and Vicara, and wrinkle-resistant cottons, which would be damaged by household bleach, or by the sodium perborate solution applied hot. Sponge silk, wool, or Vicara, first with cool water to remove as much of the ink as possible, then with the ammonia solution. If the stain does not disappear completely sprinkle it with a non-precipitating water softener such as Calgon, place a wet pad of cotton on it, and let this remain for an hour or longer. Finally rinse the cloth carefully. If the spot still shows, make a hot solution of commercial dye stripper, apply a few drops, and rinse promptly. Most dyes will stand this quick treatment, but test colored cloth first in an inconspicuous place, such as a seam. You may have to repeat the process. A yellow stain remaining should be treated as an iron rust stain. We should avoid using water on the pencil stain, as it will spread the stain. But try to sponge the stain with alcohol. Crayon marks can be washed using detergent and hot water. While ink stains even it is tough, but can be tried. Use some ink removal or cleaning fluid. For grass, flower of foliage stains, try hot water with soap or detergent, if the fabrics are non-washable try sponging with alcohol. Washable ink can be removed from the rugs using damp absorbent cloth. For ink on clothes and lines soak the stained fabric in cool water for thirty minutes, or even overnight. After soaking, rub them with soap or a synthetic detergent and wash in warm suds. Certain ink can be removed using ammonia solution.

Q12:-Write the name of different types of bed and bed sizes for Hotels & resorts.

Ans:-In hotels     size of beds normally  represents the class of     the rooms, Normally   Beds consists of three parts    1) Springs which provides support,    2) Mattress which is laid on top springs for extra padding and comfort and   3) Frames which provides support for spring and mattress.

Executive housekeepers should make the correct choice because these three items work together to provide a comfortable, durable and easy to maintain bed. Poorly Chosen beds can easily sag within a short period, must be frequently replaced etc.  

Most importantly a bad choice of bed can create frequent guest complaints because finally at the end of the day a comfortable bed is considered the most important part of the hotel experience.

In majority of hotels Headboards are not normally part of the bed and the same is installed on to the wall as a separate unit. The design and material used in the hardboard should always match with the bed and rooms inertial decoration.

1) Springs:

Springs provide the required resiliency and durability to the bed. Different types of springs are Box springs: Which are mounted on a wood frame and covered with padding, Metal coil springs: Are arranged in two layers. The springs on the bottom are tightly coiled for a great support and Flat bed springs: These are metals attached lengthwise to a frame with helical springs.

Box or Metal coil springs are recommended for the use in hospitality / accommodations.

2) Mattresses:

The common types of mattress widely used in hotels are Inner Spring: Has a inner layer of springs between two layers of foam or padding, Latex Mattress: Made out of Synthetic rubber foam. Other Materials: Made out of coir fibre, kapok, Cotton etc.

3) Frames:

Frame supports the spring and the mattress. The Frame consists of four metal bars joined at the corners to make a rectangular frame that the box spring and mattress support in.

A box or platform frames are preferred by hotels.  Box frame consists of a box of solid wood or supporting steel bars. Another advantage is box frames sit tightly on the floor, so that the area under them does not have to be vacuumed or cleaned regularly.

Standard Bed Sizes in hotels

·         Small-single: 75cm x 190cm - ideal if you need to save space

·         Single: 90cm x 190cm - a good option if you sleep on your own, or for children

·         Small-double: 120cm x 190cm - a bit of extra space for solo sleepers, or for couples with smaller bedrooms

·         Double: 135cm x 190cm - the most common size for couples in the UK

·         Kingsize: 150cm x 200cm - a little longer and wider than a double, perfect for taller people

·         Super kingsize: 180cm x 200cm - the utmost in luxury, giving you and your partner plenty of space for undisturbed sleep

·         Special size: all Hypnos beds can be manufactured in any size, with beds that are 215cm x 215cm (7' x 7') not unusual

Q13:- Explain the different types of Linen and their sizes.

Ans:-Size of Linens and clothes used in hotel industry

Sheets, Blankets, tablecloths, etc. have to be sized according to the sizes of the mattresses and tables. Other items can be chosen on the basis of appearance and price.

Tablecloths come in wide variety of sizes. To make an attractive presentation, the edges of a tablecloth should have a sufficient corner drop off the end of the table.

If Many different size of sheets are purchased, the labor cost to sort them will be high. The careful selection of standard size make purchasing, counting, storing and maintaining inventories much easier. Sizes can be color-coded for easier sorting. Sheets are usually available with color-coded hem threads. 

Bed Items	Size in Inchies
Sheets
Twin	66  X 104
Double	81 X 104
Queen	90 X 110
King	108 X 110
Pillowcases
Standard	20 X 30
King	20 X 40
Pillows
Standard	20 X 26
King	20 X 36
Bath Items
Bath Sheets	36 X 70
Bath	20 X 40
	22 X 44
	24 X 50
Hand		16 X26
		16 X 30
Washcloth		12 X 12
		13 X 13
Bath Mat		18 X 24
		20 X 30
Napery Items
Napkins		17 X 17
		22 X 22
Table cloths		45 X 45
		54 X 54
		64 X 64
		54 X 110
Place mats		12 X 18
		14 X 20
Runners		17 XVariablelenghts

Questions fromUnit-3

Q14:- Write the cleaning SOPs of Lifts/elevator.

Ans:-SOP –  Cleaning Elevators / Lifts

Cleaning Elevators/Lift :

·         Elevator is cleaned on a daily basis because of their volume of use. 

·         The best time to schedule the elevator cleaning is either during late night or very early morning in order to avoid high usage.

·         Take the elevator out of service as per the properties policies.

·         The elevator / ligt door should stay open untill you have finished cleaning and then place the elevator back to service.

·         According to the interior design and materials used on elevator, the appropriate cleaning methods and cleaning solutions to be used.

·         The public area attendant should follow the specific method to clean each different surface on elevator for an effective cleaning.

·         Start cleaning from the top to down to avoid resoling areas already cleaned.

·         Use a step ladder to reach the celing and clean ceiling with a feather duster.

·         Wipe the ceiling and lights with a damp cloth followed by a dry cloth.

·         Clean the mirrors and step back and check the surface for streaks.

·         Wipe button with a damp duster, Don’t spray cleaning solution on buttons as this may damage them.

·         Dust around edges in the elevators.

·         Mop floor-eliminating stain.

·         Vacuum carpets using a high power vacuum cleaner.

·         Report loose or ripped carpeting to your supervisor and note in your assignment sheet.

·         Use dry cloth for high polish.   

·         Mirrors should be stain free, wooden surface polished and dust free, floors spotlessly clean.

Elevator / Lift door channel cleaning:

·         Elevator door channel should be free of dust and dirt at all given times.

·         Stop the elevator on every floor.

·         Both the inside and the outside of the elevator door should be wiped down.

·         Remove all dust particles, dust with the help of the vacuum cleaner.

·         Scrub the channel with a hand scrubbing brush.

·         Wipe it clean with a dry duster.

Q15:- What are the cleaning procedure of Restaurants?

Ans:- Cleaning of Restaurant / Dining Area Cleaning:

·         Restaurants and dining areas have to be cleaned daily before their opening time and as and when requested by the restaurant staffs.

·         Collect all the cleaning items required for particular Outlets.

·         Collect the dining area keys from the security department.

·         Turn on the lights so you know what you are doing clearly.

·         During morning time open the drapes and blinds to allow the natural light.

·         Observer the entire area to plan the work.

·         Before starting to clean the restaurant the public area attendant should move all the chairs from the table and make room for proper cleaning.

·         Vacuum the entire carpeted area and upholstery .

·         If any food spills are found on carpet then follow the do the spot cleaning as per the standard procedure.

·         If the floor is not carpeted, sweep and mop the floor.

·         Clear the garbage from the service station.

·         Dust all the furniture in the Restaurant.

·         Polish the furniture if required.

·         With a feather duster, dust all the high ceiling, niches, pictures/artwork, and corners.

·         Clean and disinfect telephones.

·         Wipe the side stations and host stations.

·         Dust the Point of sales terminals with appropriate cleaning supplies.

·         Polish brass/copper items whichever is present with the proper cleaning supplies.

·         Clean the mirrors/windows, as and when required.

·         All maintenance should be immediately given to Engineering Department/ control desk.

·         If any lost and found items are found then inform the Housekeeping control desk / hotel security.

·         Collect all dirty table linens and replenish.

·         Replenish cleaning linen supplies on a daily basis.

·         Return the keys to the security department.

·         Fill the cleaning report / register and submit to the housekeeping control desk.

Q16:-How to clean the Lobby area?Explain.

Ans:-Lobby Area

Cleaning ashtrays:

·         Check all the ashtrays and the main porch area.

·         While emptying the ash trays make sure cigarette are not burning.

·         Empty ashtrays and ash urns into the trash.

·         Clean the ashtrays and return them to the correct spots.

Clear all trash bins:

·         Remove garbage from dustbins and clean them if required.

·         It is also a good practice to separate the recyclable items from the trash and place them separately.

·         If any trash found on the lobby area then pick them up immediately.

·         Replace the cleared dustbins to the original spot.

Clean and disinfect telephone, Kiosk touch screen:

·         Spray disinfectant on a dry cloth and clean telephone mouth piece, ear piece and telephone instrument.

·         Repeat the same procedure on all house phones and telephone receivers on the fax machine.

·         Wipe the kiosk touch screen and remove finger print marks using recommended micro fibre cloth.

Clean stairway handrails:

·         Remove cob webs, dirt’s etc before cleaning the handrails.

·         Apply cleaning solution and wipe the handrails.

·         If mild detergents are used then wipe handrails with a wet cloth to rinse away them away.

Clean all glass surfaces and windows:

·         Spray windows and glass surfaces with water or appropriate cleaning solution.

·         Use a squeegee and pull down from top to bottom.

·         Overlap each stroke slightly to remove all water or cleaning solution.

·         Use a lint free duster to wipe the glass surface so as to leave the entire glass surface shiny.

Carpet and furniture upholstery vacuuming:

·         Furniture is to be dusted and all the upholstery is vacuumed cleaned.

·         Connect the appropriate cleaning attachment for vacuuming upholstered furniture’s.

·         Vacuum furniture arm rest, seat back and the area behind the seat back.

·         Use a heavy duty vacuum cleaner to vacuum all the carpeted area on the Lobby / Front office.

·         Vacuum under desks and other areas, Move furniture as and when required.

·         Once cleaning is completed remove the vacuum dust bag and store the vacuum cleaner on the pantry.

Mop and Sweep lobby floor:

·         Sweep the lobby floor thoroughly.

·         Place appropriate signage to warn the guest before mopping lobby floor.

·         Mop with a damp cloth to remove all dust and dirt from the surface.

·         Buff the lobby once in a day also the dustbins and ashtrays are cleared time to time.

·         Clean all marble / tile /wood skirting with a damp cloth daily.

·         Sweep lobby floor on a regular interval and also when requested by the front office team.

Q17:-Write the cleaning Procedure of corridors

Ans:-Floor Corridor cleaning:

·         Floor corridor must be cleaned at least once a day based on guest traffic and occupancy.

·         Sweep the corridor from corner to corner with feather brush.

·         Dust the fittings and skirting with a duster.

·         Mop the floor with long handle mop.

6. Hard floored staircases should be suction cleaned and then damp-mopped they, can be scrubbed7. While cleaning the floor, the vertical risers of each step should be cleaned as wall as treads 8.Damp-dust the wall s 9.Damp-dust the banisters and handrails daily. If they are Corridors with have to be vacuumed.

·         Corners and edges of the carpet are cleaned with the nozzle of the vacuum cleaner.

·         Carpet shampooing should be scheduled only during off season or low occupancy.

·         Dust the light fittings, artwork frame and glass with feather brush and duster.

·         Any burned-out light bulbs should be replaced.

·         Air supply vents and sprinklers should be also dusted and checked for proper functioning.

·         If any fingerprints or smudges found on the corridor wall then the same to cleaned immediately.

·         Fortnightly clean all shaft niches, sculpture and silk fabric.

·         As a final step the room attendant should also clean the front and back of the emergency exit door.

·         All corridors have to be spotlessly clean at all times.

Q18:- Write theSOPs for cleaning the guest rooms

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.

Questions fromUnit-4

Q19:-Explain the types of pest which is found in hotels.

Ans:-Pests can be a nightmare for any kind of business or commercial enterprise, including food-processing facilities, public lodging facilities, hotels, schools, and manufacturing facilities. Pest problems hurt your business and damage an establishment’s reputation. Consider this: A 2006 poll found that more than 60 percent of restaurant patrons would tell five or more acquaintances about a pest sighting at a restaurant. When the word spreads this quickly, a small pest problem can become big trouble for your business.

1.      Bed bugs — The problem with bed bugs is that they spread easily due to being a “hitchhiking” pest, and they are hard to detect in the early stages of infestation. In hotels and other hospitality services, it is critical to have staff regularly inspect bedding to check for any signs of bedbugs, including rusty or reddish stains on bedsheets or mattresses (caused by bed bugs being crushed), pale yellow eggshells shed by nymphs as they mature into adult bedbugs, small dark spots (bedbug excrement), and live bed bugs. Any sign of bedbugs warrants immediate treatment.

2.      Rodents — Rodents commonly show up wherever there is food. To avoid rodents in a commercial setting, make sure to store food in tightly sealed containers and always keep these containers at least 18 inches away from the wall to prevent rodents from crawling inside in search of a meal. Always keep food service zones and food preparation zones clean, and avoid leaving food out. If your hotel offers room service, be aware that dirty dishes should never be left out for too long — they are magnets for unwelcome guests that your actual guests probably aren’t going to appreciate. Work with your staff to make sure they promptly collect dirty dishes once guests have finished their meals.

3.      Cockroaches — It is difficult to get rid of a cockroach problem. These invaders can survive months without food and over a week without water. Preventive measures are crucial. Cockroaches are attracted to moisture, so the key to avoiding these nasty pests in commercial settings is to keep things clean and dry. In hotel settings, this means picking up moist towels promptly and ensuring bathroom fixtures aren’t leaking.

4.      Flies — All commercial businesses, especially restaurants, are prone to fly infestations. Keep in mind that even just a few flies in your restaurant can be a major problem, as they can lay hundred of eggs into your food shipments. Flies aren’t just a nuisance; they are a major health hazard. They harbor thousands of diseases and bacteria and will contaminate food and surfaces if given the opportunity. So, how can you prevent a fly infestation? Cleanliness is key. Promptly clean up crumbs, spilled sauces, or any other food product with disinfectant cleaners, always store food in sealed containers, and sanitize all trash receptacles. You also need to thoroughly clean drains on a regular basis, as flies like to feast on the organic matter left to rot in drains.

Q20:-Write the key pest control areas in a hotel.

Ans:-Different areas of a hotel face different threats and are prone to attacks from different pest species.

KITCHEN AND DINING AREAS

The kitchen, restaurant and other dining areas need particular protection from mice, rats, flies and cockroaches that pose a high risk of spreading disease. Proactive treatment is essential in these areas and will be expected by environmental health inspections.

If pests are not adequately controlled, they will move from food preparation and storage zones into dining and other areas which may cause nuisance or distress to your customers.

HOTEL ACCOMMODATION

The biggest pest threats to hotel accommodation areas are bedbugs and other biting insects. Preventative treatments and regular inspections are necessary to avoid bed bug and biting insect problems inside the hotel rooms.

OTHER INTERIOR

Other areas of the hotel including sports facilities or back-of-house areas are at lower risk of infestation, but should be included as part of the regular servicing plan.

EXTERIOR

Rentokil will also treat and prevent pest problems around the perimeter of your hotel including wasp nests, bird deterrence and helping to proof the grounds against other wildlife.

INTEGRATED SERVICE PROGRAMMES FOR HOTELS

The Pest Prevention Service from Rentokil is designed to protect hotels from pests with tailored plans based on specific threats and your particular needs. Your local pest control technician will regularly visit your premises to check bait stations, look for signs of pest activity, identify potential risks and advise on any steps to reduce the risk of future pest problems. If required, Rentokil will give pest awareness programs and train your key staffs to reduce the risk of pest infestations.

Q21:-What are the responsibilities of housekeeping in pest control?

Ans:-It is the management policy that pest control is carried out on a regular basis and that the Housekeeping Department has an overall responsibility to co-ordinate between the contractors and all departments.

Purpose: The purpose of this policy is to ensure that the Hotel premises are refrained from all pests, to ensure problem areas can be identified and effective measures can be taken promptly and to ensure that the minimum disturbance is caused to the operation of the Hotel and our guest.

Procedure

If any hotel staffs find pests such as cockroaches, ants, rats, spiders, flying insects etc. in any area of the Hotel they should immediately report it to the Housekeeping Department.

Housekeeping Staff will record the details in the Pest Control Log Book . The Format is as follows:

• Date
• Time
• Description of Pest Problem
• Location of Pest Found
• Date of Pest Treatment Appointment
• Job Completed on.
• Staff accompanied.
• Signature

Housekeeping Manager is to review the Pest Control Log Book weekly to ensure the proper treatment is complied with.

Housekeeping floor supervisor or the Housekeeping manager should co-ordinate with the pest control contractor for monthly schedule and urgent implementation arrangement of ad-hoc pest control.

Housekeeping Manager will advise other department of the schedule and the type of treatment used for pest control, so the necessary safety measure can be taken by the concerned department Eg. Covering of food, cancelling of table settings etc.

Pest control contractor will be guided and accompanied by Housekeeping staff for security and job performance control purpose.

Types of Pest Control service:

There are three basic treatments in controlling pests:

• Rodenticide Treatment (e.g. Laying of rat bait)
• Insecticide Treatment (e.g. Spraying of Insecticide)
• Flying Insects Control (e.g. Fumigation).

Areas Covered- All guest rooms, guest floor pantries, pipe duct rooms and both stair ways.

Treatment – Spray plus laying and checking of rat bait.

Frequency – Every second month during daytime.

Pubic Areas

All pubic areas, corridors, loading bay all toilets, general store, male and female changing rooms, rubbish rooms, lobby and front desk, floor terracing areas, driveway, workshop and engineering areas.

Treatment – Spray plus laying and checking of rat bait

Frequency – Monthly during overnight

Kitchen and Restaurants Areas

All F&B outlets i.e. All kitchens, staff canteen and restaurants.

Treatment – Spray plus laying and checking of rat bait, fumigation

Frequency – Monthly during overnight.

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