i semester-hotel housekeeping i final.doc
TRANSCRIPT
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HOTEL HOUSEKEEPING I
UNIT-1
Introduction to Hotel Housekeeping
Hotel & Catering Industry
Functions & responsibilities of HK Need of an organization structure and lay out of housekeeping department
Organizational structure of HK dept
Duties and responsibilities and ob description of HK personnel
!ole of "#ecuti$e Housekeeper
%ualities and attributes reuired for HK personnel'
Daily routines and systems of HK department
Interdepartmental coordination
Desk control ( records) registers) lost and found
keys) types and control of keys)
UNIT
!le"ning Procedures #$"sic% &oo's "nd Pu(lic )re"*
Cleaning euipment
Cleaning agents
Classification) selection) use) mechanism) care and maintenance
*ethods of cleaning(+Con$entional ),roup and -lock cleaning
.ypes of cleaning ( daily cleaning ) periodical cleaning) spring cleaning
*ake up of a guest room ( Occupied room) $acant room) departure room
,uest room Inspection)
Neglected areas
!ooms under repair
/tandard contents of a guest room) placement) freuency of change Floor pantry
Cleaning public areas ( entrances) lobby) front desk) corridors) ele$ators) public
restrooms) s0imming pool) dining and banuet rooms) administrati$e office) e#ercise
rooms) employee rooms
UNIT +
Linen% Uni,or'
Classification of linen) sizes selection criteria for the linen items and uniform functional
and aesthetic consideration
1cti$ities of the linen room
"stablishing par stock for linen and uniform
2ocation) euipment and layout of a linen 3 and uniform 3 +basic rules4
5urchases of linen6 linen hire7uality and uantity
/torage) issuing of linen and uniform and inspection
/tock taking ( procedure and records
Handling condemned linen) *arking and *onogramming
UNIT 4
L"undr ."n"ge'ent
Importance and principles of laundry
Flo0 process of on premise laundry
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"uipment) layout and planning of laundry +basic rules4
5h scale and its rele$ance in laundering
Dry cleaning
,uest laundry ( ser$ices offered) collection and deli$ering
/tain remo$al
UNIT /
Pest !ontrol "nd Eniron'ent"l !oncerns
Different types of pests found in hotels
1reas of Infection
5re$ention and control of pests
!esponsibilities of housekeeping in pest control
"n$ironmental ser$ices ( nature of the profession
"lements of the en$ironment) ecology and pollution
.he housekeeper8s role in en$ironment concerns
&e,erence $ooks Hotel House Keeping Training Manual.By Sudhir Andrews
House Keeping Management.By Margaret M. Kappa
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UNIT-1
Introduction to Hotel Housekeeping
Hotel & Catering Industry
Functions & responsibilities of HK
Need of an organization structure and lay out of housekeeping department
Organizational structure of HK dept
Duties and responsibilities and ob description of HK personnel
!ole of "#ecuti$e Housekeeper
%ualities and attributes reuired for HK personnel'
Daily routines and systems of HK department
Interdepartmental coordination
Desk control ( records) registers) lost and found
keys) types and control of keys)
INT&OU!TION
HOTEL 2 !)TE&ING INUST&3
) !ON!ISE HISTO&3 O HOTEL KEEPING
In medie$al "urope) before the ad$ent of the hotel industry) monasteries
traditionally offered hospitality to tra$elers' Donations 0ere made on a $oluntarybasis' In those days) the Christian monasteries) 0hich 0ere mostly 0ealthy
organizations) functioned to a certain e#tent as charitable institutions' .heir main
aim) ho0e$er) 0as to offer hospitality for pilgrims and for this purpose) the
monasteries 0ere usually located at the site of holy places'
.he first commercial $enture in the field of hotel keeping 0as the "uropean
inns) specifically designed as profit making businesses' .hese inns 0ere al0ays
situated in a to0n or city' In those days) most tra$elers 0ere merchants'
9ith the ad$ent of stage coaches) 0ayside inns sprung up bet0een to0ns &
these 0ere usually larger than the city inns' .he mode of transport throughouthistory has greatly influenced hotel keeping' 9ith the ad$ent of rail0ays came
station hotels: 0ith the ad$ent of aircrafts airport hotels 0ere built) motor 0ays and
e#tensi$e road tra$el necessitated the construction of motels 0hile boats and ships
are) in fact) floating hotels'
G&O5TH 2 E6ELOP.ENT O HOTEL INUST&3
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.he rise of Hospitality Industry) pre$iously kno0n as Inn keeping) goes back to
some ;9heel: ho0e$er from a practical stand
point inn keeping as such 0as not possible until the adoption of a standardized
medium of e#change'
9ith the in$ention of 0heel people started mo$ing from one place to another
for the purpose of trade' -ut that mo$ement used to be $ery slo0 & hence
returning home the same day 0as not uite possible' .herefore the concept of innscame into light: 0here the nati$es used to let the tra$elers stay in their homes for a
night or so and used to pro$ide them 0ith meal & shelter' In return the tra$elers
used to gi$e them some of the things they used to trade as a token of thanks for
their hospitality' "arlier inns 0ere nothing more than small parts of pri$ate
d0ellings'
9ith the establishment of money at some time in the ? thcentury -'C' came the first
real moti$e for people to trade and tra$el' .hen as the tra$eler8s radius of
mo$ement 0idened) his need for lodging became greater' .hat time the inns 0ere
self7ser$iced institutions) rarely clean & more often than not they 0ere run bydisreputable and unprogressi$e landlords' .hese conditions pre$ailed 0ith little
change for se$eral hundreds of years'
Industri"l reolution progress
.he industrial re$olution in "ngland brought ne0 ideas and progress in the
business of inn keeping' During the era from ;@A= to ;B
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led to great competition bet0een different cities and resulted in frenzied hotel
building acti$ity' /ome of the finest hotels 0ere built in this era like ( .remont
HouseE in ;B
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6)&IOUS T3PES O HOTELS )N SE&6I!ES OE&E
1 Hotel is a place that offers accommodation 0ith or 0ithout other ser$ices like
Food & -e$erages) Jalet /er$ice) 2aundry) etc' for sufficient money to enable the
hotel to make a profit' .he Hospitality 0hich means ser$ing people 0ith courtesy
follo0s the concept of creating Home a0ay from homeE for the guest'
,uest is the person or the customer 0ho 0ould like to a$ail the ser$ices offered to
him for the amount charged to him'
.he three main ser$ices that hotels ha$e to pro$ide are
1ccommodation
Food
-e$erages
H!1CC stands for Hotel and !estaurant 1ppro$al and Classification Committee'
.his is an international body 0hich gi$es the grading & star ratings to a hotel'
Hotels are graded according to the facilities they offer in terms of space)
furnishings and amenities such as s0imming pools) leisure centers and so on' .hey
are marked from fi$e stars to one star) according to the size or the degree of lu#ury
they offer) and to some e#tent) on the basis of design and location' Fi$e stars are
the highest and most lu#urious among hotels and one star implies the simplest
style'
Hotels tend to $ary a lot across countries' .hey $ary according to location)
size) clientele type and ser$ices offered' 1 brief representation of Hotelsclassification chart is gi$en in fig';';'
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Fig.:1.1
No0adays) there is a tendency for the top e#ecuti$es) 0ho tra$el e#tensi$ely to
demand the highest standards in ser$ices) so some companies ha$e upgraded
certain floors as a business center) lounge) bar) sauna and library +business nature4'.hey stock in the lounge a large selection of international re$ie0 and ne0spapers'
/ome companies are building small up7scale hotels 0ith great care for all details
and $ery high charges for guests' .here are e$en some hotels that are all suite
hotels'
Hotels can offer $aried facilities for their guests and there are great
differences in the types of hotels' 9hen it comes to hotel keeping there are no hard
and fast rules regarding 0hat is correct or other0ise'
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Hotel organization means the organized system of a hotel 0hich includes its
departments) sub7departments) management & personnel' 1ll organizations reuire
a formal structure to carry out their mission & obecti$es'
Org"ni="tion"l !7"rt ( 1n Organization chart or Hierarchy is a schematic
representation of the relationships bet0een positions 0ithin an organization' "$ery
hotel has different organization chart but e$ery type has main basic le$els' .heseare (
.he .op *anagement 2e$el ( .his team includes the C"O) *Ds) -oard of
Directors) 5resident) Jice 5resident) Chairman) ,eneral *anager) Directors
of Operations) HODs) etc' .hese are people 0ho do the 5lanning)
Organising) Coordinating) /taffing) Directing) Controlling & "$aluating
0ork to reach Hotel goals'
.he *iddle *anagement 2e$el ( .his team includes the *anagers)
1ssistant *anagers) /hift In7charge and /uper$isors 0ho does the
implementing & super$ision of acti$ities) systems) & procedures laid do0nby the top management'
.he 2ine /taff 2e$el ( .his team includes the actual 0ork force or 0orking
people 0ho does the ground le$el duties' It includes all the 1ssistants)
1ttendants) 9orkers) Helpers) .echnicians) Casuals and .rainees'
Hotel ."n"ge'ent( "$ery hotel needs a general manager to coordinate 0ith all
the departments and to make decisions related to management and policies' If a
hotel belongs to a chain) then certain policies are often decided at the head office'
If a hotel is a pri$ate one) often the general manager makes all the decisions' In alarge hotel) a general manager has an assistant 0ith at times the title of 1ssistant
general manager or !esident manager and sometimes "#ecuti$e assistant manager'
Fig.:1.2
,i$en in fig';'< is a suggested organization chart for a large international hotel'
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Hotel iisions( 1ny star category hotel has three main di$isions of departments'
.hese are categories of departments 0hich 0ork in close coordination' .hese may
be classified depending of the nature of preferred 0ork' .he departments in a hotel
are categorized as sho0n in fig' ;' (
&OO.S
I6ISION
OO 2
$E6E&)GE ).INIST&)TION
Front Office F & - 5roduction Human !esource Department
Housekeeping F & - /er$ice 1ccounts
/ecurity F & - Controls 5urchase
"ngineering Kitchen /te0arding *aterials +/tores4
/ales & *arketing -anuet /ales Corporate
Fig. 1.3
ep"rt'ents in " Hotel( "ach functional unit of a hotel is called department' It
can be categorized on the basis of ,uest interaction & !e$enue generation'
On the basis of ,uest Interaction) there are < categories7
Front of the House departments ( .hese are those in 0hich the employees
ha$e direct guest contact' For e'g' ( Front Office) F & - ser$ice) etc'
-ack of the House departments ( .hese are those in 0hich employees ha$e
less direct or indirect guest contacts' For e'g' ( Housekeeping) "ngineering)
Kitchens & other administration areas'
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On the basis of !e$enue generation or 5rofit making) it is di$ided as (
!e$enue Centers ( .hese are re$enue generating departments 0hich directly
sell goods or ser$ices to guests and generate re$enue or profit' For e'g' 7
Front Office) F & - /er$ice outlets) 2aundry) etc'
/upport Centers ( .hese are the departments that does not directly generate
re$enue but plays a supporting role for the Hotel8s re$enue centers' For e'g'
( Housekeeping) 1ccounts) Kitchens) /ecurity) etc'
.he number of departments $aries from one hotel to another' "ach department may
ha$e its o0n *anager' !ooms di$ision tends to be the largest di$ision of
departments' It includes housekeeping) front office) laundry) security) engineering
etc'
Food & -e$erage di$ision is generally the ne#t largest' -ut in case of hotels 0ith
huge banueting business and many food and be$erage outlets) this can be the
largest' It includes all units related to food and be$erage operations like restaurants)bars) kitchens) ste0arding) banueting & controls) etc'
.he administration di$ision or ancillary unit of departments has all the other
departments that 0ork directly or indirectly for smooth running of hotel operations
like purchase) stores) accounts training and human resource department'
INT&OU!TION TO HOTEL HOUSEKEEPING
Hotels are commercially operated for the guests 0ho ha$e a choice of 0here tostay and pay for the accommodation and ser$ices recei$ed' .he housekeeper has to
bear in mind that the guests must be attracted to the establishment) so marketing
and selling are important factors' Further more amenities and ser$ice must be
geared to meet the demands of the market to 0hich the hotel caters' 9ithin hotels
the housekeeping department pro$ides cleaning and domestic ser$ices'
Housekeeping is defined as a pro$ision responsible for the cleanliness)
maintenance and aesthetic upkeep of the hotel' Housekeeping literally means to
keep a clean) comfortable and safe house'E In hospitality industry there is an entire
department 0hich looks after this and kno0n as Housekeeping department' -eing
mainly associated 0ith ,uestrooms or ,uest accommodation) it is also called
1ccommodation Department in many hotels' It is one of the maor departments
and kno0n to be the -ackbone of the establishment'
I'port"nce o, Housekeeping
Housekeeping is the most important department in a hotel) as people 0ant to
stay in a clean hotel' It is the biggest physical area in many hotels' Housekeeping is
responsible for maintenance of a clean) pleasant and orderly en$ironment'
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.he housekeeping department is the ner$e centre of the hotel' It is
responsible for cleanliness) maintenance and aesthetic upkeep of the hotel' It takes
a 0ell organized approach and technical understanding to enable housekeeping to
cope 0ith the $olume of 0ork' Housekeeping standards ha$e a direct bearing on
forming an e$erlasting impression and impact in the mind of the guest' It not only
prepares clean guestrooms on a timely basis but also cleans and maintains
e$erything in the hotel so that the property looks as fresh and attracti$e as the dayit opened for business'
/tandard cleanliness is the basic responsibility of the housekeeping
department' !epeat clientele and generation of ma#imum re$enue depend upon the
efficient and smooth running of the housekeeping operation' .o ha$e such
efficiency) there should be a proper net0ork) so that ma#imum ser$ice can be
pro$ided to the guest and for this) each one should put in one8s best efforts' !oom
and area dLcor) facilities in the room) safety and hygiene factors) etc' are
maintained and monitored by housekeeping' Its efficiency should lead to comfort
and 0ell being of the guest 0hich make them return to hotel again'Housekeeping contributes to sa$ings in terms of controlling labour cost)
cleaning materials and euipment cost) furnishings etc' It anticipate and pro$ides
the specific reuirements of each guest and their basic need of comfort and
security' 1s per the saying First impression is last impressionE) the housekeeping
takes care of this impression to make it lasting'
unctions o, Housekeeping
.he function of a hotel8s housekeeping department is to pro$ide) organize
and control cleaning) linen and laundry and ser$icing rooms throughout the hotel'
.he standard of this 0ork and particularly the type and amount of room ser$icingpro$ided 0ill depend upon the le$el of accommodation pro$ided' .he pro$ision of
these ser$ices 0ill be reflected in the tariff for each room' .he main functions of
housekeeping are to ensure cleanliness and comfort in a safe and secure
en$ironment as nothing sends a stronger message than the cleanliness of a hotel'
.he hotel8s image can be made or unmade in the eyes of the guests by the staff of
the housekeeping department) and thus their role is e#tremely important' It
pro$ides ser$ices economically and efficiently and promotes the comfort of the
guests) staff and $isitors'
Housekeeping assists in the maintenance of the fabric of the building) 0hilecontributing to a safe and healthy en$ironment' It is responsible for cleaning and
maintenance of all guestrooms and public areas of the hotel including both back
areas like offices) employee locker rooms) ser$ice areas etc' and front areas like
lobby) coffee shop) restaurants) banuets) s0imming pool) cloakrooms etc' 2inen
and uniform room section of housekeeping pro$ides uniform to entire hotel staff
and linen items like table clothes) bed sheets) pillo0 co$ers) to0els) etc' to
guestrooms and Food & -e$erage outlets' Depending upon the size of the hotel
and the type of guest it caters) many hotels ha$e pro$ision for In house laundry to
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take care of laundering operations like 0ashing) dry cleaning) pressing etc' of hotel
linen) staff uniforms and guest laundry' .he laundry section is also a part of
housekeeping department' In case the laundry is commercial) e$en so the
housekeeping looks after the processing of linen and uniforms'
.o maintain the decorati$e $alue of the building and surrounding areas)
housekeeping pro$ides landscaping) maintain gardens and greenery) indoor plants
as 0ell as floral decoration of the entire hotel) through in house or contract ser$icesof Horticulture and flo0er room' It also contributes to the Interior designing and
decoration of the hotel by selection of furnishings) fi#tures) furniture) etc'
Housekeeping is also responsible for 5est control by ensuring that there are
no insects) pests or any infestation in the hotel' 5ro$iding e#tra ser$ices such as
$alet) personal attendant) baby sitting) etc' are optional housekeeping ser$ices
depending on hotel to hotel'
MMMMMMMMM
L)3OUT )N O&G)NI
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e#tension of basic home7keeping multiplied into commercial proportions'
.herefore) ust as 0e enoy keeping a sparkling home for oursel$es and guests 0ho
$isit us at home) the housekeeping department takes pride in keeping the hotel
clean and comfortable) so as to create a home away from home.
.he concept of housekeeping is simplistic but 0hen one considers maintaining ahouse of se$eral hundred rooms and numerous public areas) the task becomes
gigantic' It takes a 0ell organized approach and technical understanding to enable
housekeeping to cope 0ith the $olume of 0ork'
1 hotel sur$i$es on the sale of rooms) food and be$erage and other minor operating
ser$ices such as the laundry) health clubs) etc' .he largest margin of profit comes
from room sales in a hotel) because a room) once made) can be sold o$er and o$er
again' 1 good hotel operation ensures optimal room sales to being in the ma#imumprofit'
.he room sale is dependent on) apart from se$eral other things) i'e') the uality of
room dLcor) room facilities) cleanliness of the room and ho0 safe it is' .o make a
room appealing to a guest is the task of housekeeping 0hich has to ensure the basic
human needs of comfort and security'
$)SI! L)3OUT O THE HOUSEKEEPING EP)&T.ENT
Jarious sections and sub7sections under housekeeping departments7
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Fig. 1.4- Section & sub-sections of Housekeeping epartment
Fig. 1.! " #ayout of Housekeeping epartment
.he layout of the housekeeping department is the physical demarcation of areas in
the department' 1 0ell planned layout enables smooth operation of the department
and depends upon size of the hotel and space a$ailability' .here are $arious factors
that needs to be considered 0hen deciding on the area and layout) such as 7
;' .otal number of ,uestrooms
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?' Flo0 of traffic +people and euipments4
Figure ;'A sho0s the layout of a standard housekeeping department in a A star
category hotel' .he floor pantry and public area pantries are also a part of
housekeeping layout but not necessarily designed along 0ith other sections of
housekeeping because of their usage and positioning'
Housekeeping sections and sub7sections are normally situated in the basement
floors of a hotel building +belo0 ground floor le$el4 to facilitate the departments$arious acti$ities' .he follo0ing areas constitute the layout of a housekeeping
department'
;' E>ecutie Housekeeper?s O,,ice( .he "HK is the Head of the department
and thus should ha$e an independent cabin 0hich becomes the
administrati$e center of the department' It is usually a glass paneled office
0ith blinds to pro$ide pri$acy at times such as planning department 0ork)
counseling staff and holding departmental meetings etc' .he glass panel
helps to gi$e a $ie0 of the departments thoroughfare' .he office has a single
entry7e#it door 0here entry is controlled by the secretary outside' 1mple
built7in shel$es and cupboards 0ith locks should be pro$ided to store files)
records and samples etc'
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A' Housekeeping Suppl store( It is the area 0hich is used as a storage room
to keep ,uest room supplies like soaps) toiletries) stationary) cleaning
supplies) etc' as 0ell as for e#tra room compliments and supplies such as
Iron and ironing board) heaters) hair7dryers) first aid kit etc' .hese things can
be issued on a daily or 0eekly basis' It should ideally be clean) dry and
securely locked'
?' Up7olster s7op "nd urniture store( .his is the space pro$ided to store
and repair ne0 or old furniture such as sofas) cushions and fittings like lamp
shades etc'
@' lo;er roo'( .his should be an air7conditioned room to keep flo0ers
fresh for the flo0er arrangements reuired by the hotel' It should ha$e a
0ork table) counters) a sink) adeuate 0ater supply) 0alk7in freezer and
cupboards to store euipment) containers and other accessories' /ome hotels
ha$e an attached horticulture store to keep gardening euipment'
B' Linen "nd uni,or' roo' ( .his is the room 0here current linen and
uniform in circulation is stored for issue and receipt' .he room should be
large) airy and free from heat and humidity' 1s linen is e#pensi$e) therefore
it should be secure and offer no pilferage' It should ha$e adeuate shel$es)
easily accessible) to stack all linen and adeuate hanging facilities for
uniforms as many of them are best maintained 0hen hung' .he linen and
uniform room should ha$e a counter across 0hich the e#change of linen
takes place' .he room should preferably be adoining the laundry so that the
supply of linen to & from laundry is uick and smooth' *any large hotelsprefer to ha$e a separate uniform room and a dedicated linen room since the
uniformed 0orkforce is large'
' Linen store7 .his room is a part of linen room used to keep ne0 and rarely
used linen items and un7stitched uniform materials' It also stocks fabric and
materials for soft furnishings) linen and uniforms to be stitched' .he stocks
of linen should be enough to replenish the entire hotel once o$er' /ince the
stock is used only 0hen the linen in current circulation falls short of par) the
area should be pro$ided 0ith shel$es and racks to store linen for a longertime' .he room should be cool) 0ell7$entilated) and free from dampness'
;='T"ilor roo' @ Se;ing roo' -.his room is kept for house tailors 0ho attend
to the stitching and mending 0ork of linen) uniform & guest reuest items'
.his room also used for repair 0ork of soft furnishings' It should be large
enough to accommodate se0ing machines) an ironing table) and space for
items to be repaired'
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;;'L"undr 7 It is the area used for collecting) 0ashing & ironing hotel linen)
staff uniforms & guest laundry' It is a huge area 0ith $arious types of
euipment & machines to handle the 0ork load'
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Fig.:1.$
Fig.:1.%
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Fig. 1.- 'rgani(ation chart of a Sma)) hote)
Fig. 1.* - 'rgani(ation chart of a +e,ium si(e hote)
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Fig. 1.1 -
'rgani(ation chart
of a )arge si(e hote)
HO/"K""5IN, 5"!/ONN"2
Housekeeping staff can be di$ided into three categories
+anageria) "#ecuti$e Housekeeper) Deputy housekeeper) 1ssistant
Housekeeper)
Superisory Floor /uper$isor) 2inen & uniform room super$isor) 5ublic
area super$isor) Desk controller) Flo0er room super$isor) Horticulturist)
Ski))e, / 0nski))e, )ine staff !oom attendants) Head Housemen)
Housemen) Cloakroom attendants) Helpers) ,ardeners) etc'
EBE!UTI6E HOUSEKEEPE& #EHK* 7 Head of the housekeeping departmenthe6she is o$erall responsible & accountable for the total cleanliness) hygiene)
maintenance ans aesthetic upkeep of the hotel 0ith a$ailable resources like
manpo0er) materials) money) machines) space and time' "HK super$ises all
housekeeping employees) has the authority to hire or discharge subordinates) plans
and assigns 0ork assignments) informs ne0 employees of property regulations)
inspects completed assignments and reuisition supplies' .hey are responsible for
the housekeeping facilities and ser$ices in order that they are sanitary) desirable
and in sale7able conditions' "HK must posses a high degree of tact and good
organizing ability' .he "HK is e#pected to organize) super$ise and coordinate the0ork of housekeeping personnel on a day7t7day basis' .hey are also responsible for
scheduling) rosters) recruiting) training) promoting) recommend hiring)
discharging)and discipline of all housekeeping staff'
.he "HK de$elop and recommend standard operating procedures +/O54 for each
and e$ery task or conditions old as 0ell as ne0 systems and ensure that they are
being follo0ed' .hey assure proper communication 0ithin the department by
conducting regular meetings 0ith all personnel' One of the maor responsibility of
an "HK is to ensure that hotel areas should not deteriorate from set standards'
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Operations like preparing annual department budget) lost & found policies and
disbursement) identifying reliable suppliers for purchase department) coordination
0ith interior decorating ser$ices) planning refurbishments and reno$ation) etc' are
some of the duties of e#ecuti$e housekeeper' .hey also counsel and moti$ate staff
as 0ell as e$aluate and appraise their performance'
"HK is responsible for not only the maintenance of hotel areas but also for proper
records 0ithin the department like files) in$entory lists) checklists) logbook)$arious forms and slips etc' .hey constantly search for and test ne0 techniues
and products) inspect and appro$e all supply reuisitions for the department) and
maintains par stock) in$entory control) and cost control procedures for all
materials'
EPUT3 HOUSEKEEPE& 7 .he deputy housekeepers are also kno0n as
1ssistant "#ecuti$e Housekeeper +1"HK4 in many hotel properties' .hey are the
second in7command of the housekeeping department) 0ho takes charge in the
absence of the "HK' He6she manages the resources gi$en by the "HK to achie$ethe department goals and standards' .hey may be more than one for a $ery large
property and di$ide up $arious responsibilities bet0een them) e'g' 7 training)
staffing) 0ork scheduling) floors) public area) stores) record7keeping) etc'
.he deputy housekeepers reports to the e#ecuti$e housekeeper or the director of
housekeeping' .hey are e#pected to check and ensure that all guest room) public
areas) both guest as 0ell as back areas are clean and 0ell maintained' Inspection of
contracted 0ork like pest control) horticulture) 0indo0 cleaning) laundry+if off
premises4) etc' along 0ith staff scheduling and duty rotas are a part of their duties'
.he deputy housekeeper ensure periodical stock7taking) maintaining records for
the same) de$eloping and implementing training programs for housekeepingemployees) assisting "HK in budgeting and forecasting) for capital and operating
e#penditures' .he 1"HK pro$ides the necessary information to and assist the
"#ecuti$e housekeeper in staff appraisal) disciplining) termination and promotion
as 0ell as planning schedule maintenance) reno$ations) and so on'
)SSIST)NT HOUSEKEEPE&S 7 1ssistant housekeepers +1HK4 are assistant
managers +1*7HK4 or Housekeeping managers+HK*4 in some hotels' .hey
usually reports to the e#ecuti$e or deputy housekeepers' *any hotels replace
deputy housekeepers to assistant housekeepers especially medium sized hotels'.here may be ust one 1HK under the e#ecuti$e housekeeper in a medium sized
hotel or one for each shift in a large hotel' In $ery large hotels) the responsibilities
for the floors) public areas) linen room and control room are di$ided among
assistant housekeepers' "ssentially) the assistant housekeeper manages the
resources pro$ided by the "HK to achie$e the obecti$es of cleanliness)
maintenance) and attracti$eness during a gi$en shift' In the absence of a deputy
housekeeper) all the abo$e mentioned duties and responsibilities are taken o$er by
the assistant housekeepers'
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.hey are e#pected to super$ise the management of cleaning) ser$icing) repairing)
of guestrooms and public areas along 0ith the mo$ements and distribution of line
and other housekeeping supplies' Other functions of an assistant housekeeper
includes in$entory control) floral decoration reuirements) coordination 0ith other
departments especially front office and engineering department) updating records
and registers) grooming and attendance of staff) upkeep of occupied rooms) JI5
and OOO rooms checking) e#change of reports etc'
LOO& SUPE&6ISO&S 7 .he floor super$isor reports to the deputy
housekeeper and e#ecuti$e housekeeper' Floor super$isors ha$e final responsibility
for the condition of guestrooms' .hey are responsible for ,uestrooms) corridors)
floor pantries and staff of the allotted floor for its cleanliness) maintenance and
attracti$eness' "ach floor super$isor is assigned
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any area) guest8s reuirements at all time and reporting any safety or security
hazards'
HO&TI!ULTU&IST 7 *any large hotels ha$e their o0n horticulturist) 0ho
reports to the assistant housekeeper' He6she leads a team of gardeners in
maintaining the landscaped gardens of the hotel as 0ell as supplies indoor plants
and flo0ers from the gardens for interior arrangements in the hotel' *any hotelsmay contract horticultural 0ork to an outside agency' .he horticulturist super$ises
the o$erall 0ork of landscaping and gardening'
LO5E& &OO. SUPE&6ISO&7 .hey may be a super$isor or a senior florist
and reports to the Horticulturist or assistant housekeeper' .hey are responsible for
ordering flo0ers as per hotel reuirements and designing $arious arrangements for
$arious areas of the hotel' He6she manages a staff of < to G helpers and guide &
super$ise them for making arrangements 0hich aesthetically enhance the
appearance of the hotel' .hey also pro$ide garlands) 0reaths and bouuets to thehotel for guests as and 0hen reuired'
LINEN 2 UNIO&. &OO. SUPE&6ISO& -.hey are a non7management
person solely responsible for purchasing) storage) issue & cleanliness of linen &
ser$iceable uniforms of the staff of the hotel' He6she keeps the tight in$entory
control on all uniforms & linen items and prepares budget for them' .he 2&
super$isor reports to Deputy housekeeper and ha$e se$eral attendants to assist
them in pro$iding clean) presentable linen throughout the house' .hey super$ises
$arious acti$ities of linen room such as collection) linen 7 sorting) e#change)
inspection) recording) tailoring) mending) repairing 0ork) in$entory etc'ESK !ONT&OLLE& - Or control desk super$isor reports to the assistant or
deputy housekeeper' /ince the control desk is the hub of information dissemination
in housekeeping) the control desk super$isor is a critical person in housekeeping
operations' HK control desk must be managed and manned
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;
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in a ladies8 po0der room during lunch & dinner time to attend to the reuirements
of guests) guard their belongings and keep the po0der room neat and tidy' 1
cloakroom attendant reports to the public area super$isor and is responsible for
looking after the cloakrooms properly'
HE) G)&ENE&S - .hey reports to the horticulturist and super$ises the
brigade of gardeners in maintaining hotel gardens) landscaped areas) and keepingthem aesthetically clean) fresh and contemporary each season' .hey are e#pected
to look after the seasonal plantings) indoor & outdoor pots & plants uality seeds)
manure & fertilizers) 0atering facilities) la0ns) turfs) upkeep of nursery and
handling euipment & tools etc'
G)&ENE&S -.hey are the daily 0orkers and report to head gardeners or the
horticulturist' .hey keep landscaped areas) la0ns and gardens clean) aesthetically
beautiful and fresh through the daily schedules of tasks assigned to them 0hich
includes actual digging) planting) 0atering etc' of gardens on a day7to7day basis'.hey are e#pected to obey and follo0 the head gardeners instructions and line of
0ork'
CU)LITIES 2 )TT&I$UTES O HOUSEKEEPING
ST);' G&OO.ING7 1 pleasant personality is the result of good grooming and good
presentation in front of guests' It is $ery essential especially for people 0orking
in front of guests' It is the 0ay one present themsel$es and creates first
impression 0hich reflects on the uality of ser$ice and standards in an
establishment' It includes)
a4 Hair 7
For males 0ell trimmed hair & properly gel' /ide burns should not be
beyond the mid of the ear and back edge of hair should not touch the
collar'For females either 0ell maintained short hair or nicely tied up in a bun'
b4 Face -
For males clean sha$en or nicely gel if beard'+/ardar4
For females light make up preferred & restricted e0elry like ear7tops and
not danglers'
c4 0niform 7 For both males and females it should be clan) crisp and 0ell
pressed' 2ight cologne or deodorant is preferred to hea$y perfumes'
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d4 Shoes7 .hese must be lo0 heeled and sturdy for long 0orking hours and
kept clean and polished all the time'
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@' !O-OPE&)TION 7 It is reuired for smooth functioning of the hotel
operations' It helps in building teams and to achie$e efficiency in the hotel
system' .his is absolutely essential) since housekeeping in$ol$es a lot of team7
0ork for efficient functioning' 1ll employees and departments should 0ork
hand7in7hand and coordinate 0ith each other'
B' KNO5LEGE O H3GIENE )N S)NIT)TION7 -asic kno0ledge of
health care) hygiene and sanitation) pre$ention and control of infections etc'should be there in housekeeping staff' .hey should take care of regular and
periodic cleaning) hygienic en$ironment and disinfection of guest hygiene
control points'
' E3E O& ET)IL -.his uality helps in taking care of finer aspects of
housekeeping and determines a good ser$ice from an a$erage one' It enables
staff to anticipate e$en the minute details into considerations that a layman may
let go unobser$ed' It is one of the greatest uality that housekeeping staff must
ha$e' It includes detailing in ser$ice and cleaning standards along 0ith
pro$iding anticipatory ser$ice to the guest' !oom attendants need to ha$e aneye for detail in order to make up a fla0less guestroom and housekeeping
super$isors need to ha$e a keen sense of obser$ation to inspect these rooms for
perfection'
;=' T)!T 2 IPLO.)!37 Housekeeping staff come into close contact 0ith
$arious kinds of guests' Often guests may reuests comforts and ser$ices that
are outside the management policy' /ometimes guests may be fussy and
demand unusually' .herefore it takes a lot of tact and diplomacy to decline
0ithout hurting a guests feeling' /taff need to be trained in handling guests
0ho make such reuests'
)IL3 &OUTINES )N S3STE.S O HOUSEKEEPING
EP)&T.ENT
.he housekeeping department takes staff attendance per shift on daily basis' .he
super$isory staff is reuired to check the line staff grooming and takes briefing at
the start of e$ery shift' -riefing is a t0o 0ay communication bet0een the
management of the hotel and its 0ork force) 0here all the necessary information isshared and discussed that is important in smooth functioning of the department'
.he names and room numbers of JI5s) ,roups) Cre0s) arri$al and in7house is
informed do0n the line to all staff le$els of the department' On daily basis the staff
is allotted their respecti$e areas prior to their shift and the duties are assigned as
per the duty roster of the department'
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1s a daily routine the cleaning of guest rooms) corridors) and all other front as 0ell
as back public areas is done 0hich includes s0eeping) mopping) dusting) bed
making) $acuuming) etc' 1ny special or pending cleaning 0ork is also completed
as per the shift' /er$icing the occupied guestrooms and $acant rooms are done on
daily basis' *aking up departure rooms ready for sale again id another routine per
shift in housekeeping department' 1ny complaints regarding maintenance and
repairing in terms of electrical) electronics) carpentry) painting) polishing)plumbing and air conditioning has to be informed and the rectification is ensured
before the end of the day' 1ttending guest calls and ser$icing guests as per their
needs to achie$e ma#imum guest satisfaction is an essential routine practice'
Housekeeping is responsible for informing front office about the room status and
occupancy per room' .his is done t0ice or thrice a day as per the shift' .his is $ery
important because housekeeping department checks the physical status of the
rooms and are able to tell the e#act occupancy and status per room' .his helps
Front office department to find any discrepancy or difference in room status andoccupancy so that it can be rectified on timely basis before any dispute' Jarious
records and registers are also maintained and updated at the desk control room on
daily basis for $arious functions and operations under housekeeping department'
Handling and controlling *aster keys) 2ost & found articles and supply store items
e$eryday is done so that the department functions smoothly'
1s a routine flo0er arrangements are made for guestrooms) ser$ice outlets)
banuet halls) and other areas as and 0hen reuired through out the day' Cleaning
and making banuet halls ready for functions and all restaurants ready for ser$ice
is one of the essential daily routine operation of housekeeping department'
HOUSEKEEPING !OO&IN)TION 5ITH OTHE&
EP)&T.ENTS
Coordination and team0ork are the basis of any hotel8s success' -etter
coordination results in smooth functioning of hotels and leads to its ultimate aim
0hich is guest satisfaction' "ach department is dependent on others for information
and6or ser$ices if its 0ork is to be accomplished efficiently' Frictions bet0eendepartments must be kept to a minimum and there should be close inter7
departmental liaison'
Jarious departments that housekeeping coordinate 0ith to ensure proper ser$icing
are as follo0s) out of 0hich Front office & "ngineering are the most closely
coordinated departments 0ith housekeeping'
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Fig. 1.11
!OO&IN)TION 5ITH ENGINEE&ING - One of the most important
function of Housekeeping is the maintenance aspect of the hotel for the purpose of
keeping furniture) fi#tures and facilities in 0orking order) contemporary and safe
for guests'
Hence a close coordination is $ery necessary 0ith engineering' 9hich actually
carries out the task of fi#ing out7of7order furniture and fi#tures'
1ll these maintenance complaints are reported 0ith the help of maintenance
order +*O4' It could co$er a number of duties such as electrical) carpentry)
plumbing) 1ir7conditioning) etc'
*O is made for daily or routine maintenance complaints ho0e$er for maor
repair 0orks it can be used as 9ork Order +9O4'
9O is made for repairs or complaints 0hich are time consuming) reno$ations
or schedule maintenance like 5*/) painting obs etc' 9hich may take more
than a day for completion'
Flo0 chart for maintenance complaints'
!OO&IN)TION 5ITH &ONT OI!E - Coordination 0ith this
department is one of the critical features of housekeeping operations' .he Desk control room8) it is the focal point for the dissemination of
information and communication to inter and intra departmental coordination' It is
located normally adacent to "HK office) control desk should be manned
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Control desk is handles by Desk controller or desk control super$isor) 0ho
coordinate 0ithin the department as 0ell as 0ith all other department for sending
and recei$ing $arious information' He6/he is also responsible for recei$ing
messages from in7house guests o$er the telephone' In most hotels) this is the area
0here housekeeping employees report for 0ork: collect the respecti$e keys)
signing for them: peruse the log book: get their briefing: and at the end of their
shift) report back to' Needless to say) the control desk is manned round the clockfor efficiency and smooth communication in the department at all times'
&ole o, !ontrol esk;' Upd"ting desk notice (o"rd7 .he desk controller in all shifts are responsible
to maintain and update the department8s notice board 0hich ser$es as the main
information display board for housekeeping staff' It displays the follo0ing
information 7
a4 !oom numbers of ,roups 6 Cre0s in7house'
b4 Names and rooms numbers of JI5s in7housec4 Night cleaning schedule
d4 9eekly cleaning schedule
e4 Daily duty roster for super$isors and staff'
f4 1ny other general information like 7
i' *ission 6$ision of the department6hotel'
ii' pcoming birthdays6holidays6e$ents) etc'
iii' Daily banuet functions'
i$' 5hotographs of /tandard placements of guest supplies'etc'
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the other is book copy' 1lso kno0n as !oom status report or
Housekeeping status report in some hotels) it is the physical check of
the guestrooms and the occupancy' It is tallied by Front office room
rack as a check on unauthorized occupancies or inad$ertent mistakes in
recording a room status'
Hotel PQ
HK Occupancy6 !oom /tatus !eport
.imeRRRRRRRRRRRRRRRRRRRR DateRRRRRRRRR
!oom
Number/tatus
Number of
5a#!emarks !oom Number /tatus
Number of
5a#!emarks
J7Jacant) C6O7Check Out) 6!7nder !epair) Occ7Occupied) OOO7Out Of Order)
/ignature of Control Desk /uper$isorRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
/ignature of "#ecuti$e6Deputy HousekeeperRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Fig. 1.12
ii' iscrepancy report 7 5repared after tallying Daily room report of
housekeeping in each shift for any discrepancy bet0een housekeepingand front office regarding room status and number of persons' It is
checked by the Duty *anagers and6or -ell boys'
Discrepancy !eport
Date RRRRRRRRRRR.ime RRRRRRRRRRRRRR
!oom No' FO status HK status !emarks
Fig. 1.13
iii' 'ccupancy report7 5repared by Night staff of Front office and it lists
all the rooms occupied 0ith number of persons staying' It also indicates
the due7out rooms for the ne#t day' It helps for floor super$isors and
room attendants to schedule their 0ork for the day accordingly'
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Hotel PQ
DateRRRRRRRRRRRRRRR .imeRRRRRRRRRRRRRRR
!oom No' Name of the guest 1rri$al Date Departure Date
Fig. 1.14
i$' rria) )ist7 It is the list of JI5s and important guests 0ith their
profile etc' 9hich are e#pected to arri$e on the follo0ing day'
$' 5roups / 6rews in-house report 7 It is $ital that the control desk beinformed about the groups6cre0s being registered in the hotel) as
ser$icing their rooms reuires a special schedule since the members of
the group6cre0 mo$e together in terms of arri$als) sightseeing trips) and
departures' Cre0s often ha$e odd sleeping hours because of
international time differences' .hey may ha$e special amenities and
reuirements that the housekeeping department be gi$en ad$ance notice
of their arri$als for special scheduling of ,!1s cleaning these rooms'
' !oordin"te ;it7 Engineering dep"rt'ent - .his is $ery important 0here
housekeeping desk gi$es the maintenance complaints for rectification for theentire hotel premises'all maintenance reuirements needed on floors are
entered in the maintenance register kept at the control desk'the moment any
housekeeping personnel detects a problem that reuires attention from
maintenance) he6she calls the housekeeping control desk) stating the nature of
the repair needed) the kind of assistance reuired) and the location in 0hich it is
reuired' .he control desk then fills out a *aintenance order form in triplicate)
each copy being of a different colour' One copy is sent to the e#ecuti$e
housekeeper and t0o copies to maintenance' .he engineering shift incharge
keeps one of these copies and gi$es the other to tradeperson assigned to do therepair' 9hen the ob is completed) a copy of the tradeperson8s completed 0ork
order is sent to the control desk for ackno0ledgement of 0ork completed
satisfactorily'Hotel PQ
*aintenance Order6 9ork Order
/l' No'RRRRRRRRRRRR
DateRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR .imeRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
DepartmentRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
!euested -yRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
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2ocationRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Nature of complaintRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
5roblem6sRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
/ignature of Desk ControllerRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Completed -yRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
DateRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR.imeRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
/ignatureRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Chief "ngineer6/hift InchargeRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Fig. 1.1!
G' H"ndling p7one c"lls -the control desk manages intra7 and inter7departmental
communication) and handling telephone calls is the maor function in the
process' In general) too) it may be reuired of all employees to ans0ertelephones 0hen the need arises and therefore they must be trained 0ell in
telephone handling skills' Desk control room recei$es guest reuest calls round
the clock either through the guests directly or through front office etc' Hotel
room directories pro$ides an e#tension number to guest rooms in cases they
reuire housekeeping ser$ices such as laundry pick7ups) baby sitting) e#tra
items like blanket) to0els) soap) 0ater etc' Desk controller pass on these
reuests to the concerned person for further action'
A' !oordin"tion ;it7 ot7er dep"rt'ents - Desk is responsible in recei$ing and
transmitting all other information from $arious departments like H!D)
5urchase) F&- /er$ice) etc'
?' Stor"ge control 7 It also controls and monitor the mo$ement and supply of
store items) guest loan or emergency cupboard items) euipment and furniture
store etc' For proper control on shortages) e#cesses or misuse'
@' Ke control7 Controlling *aster keys mo$ement leads to safety of hotel and
guest belongings) therefore the proper care of keys is a $ery important aspect of
security through housekeeping control desk' *aster keys are issued at thebeginning of a shift) signed for and returned at the end of the shift' .here are
t0o types of Key systems follo0ed 7
a4 Con$entional 6 .raditional key system 7 9here the metal lock and metal
keys are used for guestroom security' -ut this is outdated no0 as
controlling and maintenance of such keys is a cumbersome and time
consuming task'
b4 "lectronic key card system 7 9here an electronic key card is used 0hich is
a disposable plastic card about the size of a con$entional credit card' .his
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card is coded by perforation at random from a pool of more than G billion
potential codes a$ailable from a master computer console at the !eception
desk' .he random code is then transmitted electronically to the specific
guest8s room lock and only that particular key card can open that room
door' .hese are computerized electronic keys 0ith a magnetic code 0hich
can be s0iped or insert7and7remo$e to open an electronic lock' .he code on
the room is changed after check7out for a ne0 guest' /imilar cards may becoded as master keys for room attendants and housekeepers and changed at
freuent inter$als at the !eception'
in both types of key systems) there are four types of keys used7
i' Grand Master Key 7 It opoens all door locks including double locks' It also
double locks the room against all other keys 0hich can be done in case of
emergency or on guest reuest if going a0ay for more than a night' It is
carried by ,eneral *anager and "#ecuti$e Housekeeper'
ii' Master keys7 also calledFloor Master Keysas it opens all rooms in the
hotels 0hich are single locked' .hese can be floor 0ise and made in morenumber for more super$isors using it at the same time' It is carried by
!esident *anager) Duty *anagers) 1ssistant Housekeepers) super$isors
and sometimes by room ser$ice manager'
iii' Su!master key 7 1lso called Se"tion master key# it opens all rooms of a
particular floor section 0hich is assigned to a room attendant' It is attached
to a belt 0orn by room attendants and handed o$er back at off duty' It is
carried by room attendants and sometimes floor super$isors'
i$' $ndi%idual Keys 7 .his is the guest room keys 0ith room no' tags gi$en to
the guests at the time of check7ins' .here is a different key for each room
0hich is issued to e$ery ne0 guest'
B' Lost "nd ound !ontrol - It means maintaining a track record for items
inad$ertently left or lost by a guest in the hotel' /uch articles can range from
e0elry) costly electronic goods to simple garments) etc' .hese are termed as
5erishables) Jaluables ans Non7$aluables accordingly' .he hotel considers it as
its duty to protect such articles till the time that they are claimed by the guest'
1ll unclaimed articles found on the hotel premises should be handed o$er to
the housekeeping control desk' Notices should be put up regarding the handing
o$er of any personal property found so that all staff members are a0are of0here such property should be handed o$er' 2ost and found section is usually
under housekeeping desk is operated by desk controller' !ecording of details
and storage done properly is important for all such articles'
1ll lost and found articles should be stored in the lost7and7found cupboard) 0hich
is al0ays kept locked' .he lost and found room should be accessible only to the
desk controller and "#ecuti$e housekeeper'the 2&F slips and registers are
maintained 0ell by the desk controller' .he housekeeper may 0rite to the guest to
either claim it or gi$e further instructions' If no reply is recei$ed from the guest) a
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reminder may be gi$en especially in case of $aluable articles' 1s per hotel policy)
the $aluables articles are kept for a period of ; to years and if unclaimed) gi$en
to the founder as a token of appreciation for their honesty' Non7$aluables are kept
for ? months to ; year as per hotel policy and perishables are kept only for ; 0eek
to ;= days' .hese articles if unclaimed can be gi$en to the founder) auctioned to the
hotel staff or gi$en to charity as per "HK8s discretion'
!ecords by 0ay of lost7and7found forms6slips are maintained regarding the date offinding) time of finding) place) finder8s name) description of the article) etc' "fforts
are made to find the rightful o0ner of the article' If the o0ner of the article is
kno0n) that guest8s address can be acuired from the front office or the tra$el
agent and a letter informing the guest about the lost property my be 0ritten' .he
details should be recorded in a lost7and7found register for desk controller to ans0er
any inuiries by phone'
#ost-an,-foun, s)ip 7 .hese are attached 0ith all the lost & found articles
deposited in HKD per day' It is made in triplicate 0here ; copy goes 0ith thearticle) second is gi$en to security for their records & third is book copy for
department8s records' .hese slips are made separately for 5erishables) Jaluables &
Non7$aluables'
Hotel 7 PQ
2ost & Found /lip + Jaluable6 Non7 Jaluable4
/lip No'RRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
DateRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR .imeRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
2ocation6 !oom No'RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Finders NameRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
/'No' Description of the article %uantity
Name of the ,uest RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
/ignature of the DepositorRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
/ignature of the !ecei$erRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
DateRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR .imeRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Fig. 1.1$
#ost-an, foun, 7egister7 It is used to record all the 2&F items) left or lost by
guest & found by hotel on daily basis' It includes the slip no') date) time) location
& little description of the articles' It is maintained separately for Jaluables & Non7
$aluables categories & used during immediate re$ert back to any guest inuiry'
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Hotel 7 PQ
2ost & Found !egister
/l'No'
DateDescription of
1rticlesNo' of5ieces
1rea6!oom No' Found -y /ignature Desk Controller
Fig. 1.1%
' ."int"ins "rious records "nd registers - *any important forms) formats)
records and registers are maintained at the control desk' /ome of the common
are outlined belo0
a4 5uest re8uest register 7 .his is one of the most important register as
housekeeping control desk also acts as a point of contact for in7house
guests 0ho reuire any housekeeping7related ser$ices' .he control desk is
responsible for taking these guest messages and passing them on to the
concerned staff' It is used to keep all special messages or reuests of guests
0ith time recei$ed and place or room number' It also records the name of
the attendant 0ho is recei$ing the reuest for completion along 0ith the
time recei$ed'
Hotel PQ
,uest !euest !egister
DateRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR /hiftRRRRRRRRRR
!oom No' .ime !euest/hift
InchargeInformed to .ime !emarks
Fig. 1.1
b4 +essage register - .his is used for internal communication of
housekeeping 0ithin the department and 0ith other departments' It records
all messages 6 reuests 6complaints noted from $arious sections or
departments of the hotel' It is similar to ,uest reuest register but used for
internal communication only'
Hotel PQ
*essage !egister
DateRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR /hiftRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
1rea ,i$en by *essage6!euest .ime ,i$en to .ime !emarks
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/hift InchargeRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Fig. 1.1*
c4 7oom check)ists fi)e - It has all room checklists filled by the room
attendants and filed by super$isors of that particular floor so that at any
time it can be checked that e#actly 0hich room attendant 0as responsible
for any particular complaint from any room' !oom checklists are a list of$arious e#tra amenities such as to0els) iron and boards) etc' .hat are placed
in the guestrooms apart from the standard uantity' It also notes the time in
and out of the room attendants in any particular room'
d4 7oom occupancy reports an, ai)y 7oom reports fi)e 7 Daily room
occupancy reports and daily room status reports are filed here to determine
the le$el of 0orkload anticipated and any discrepancies thereof'
e4 uty roster fi)e 7 It files Daily duty roster sheet or area allotment register
maintained per shift for super$isors and attendants for information or
details of employees 0orking in $arious shifts and areas under
housekeeping at any gi$en time'
Hotel PQ
DateRRRRRRRRRRRRRRRRRRRDepartmentRRRRRRRRRRRRRRRRRRRRRRR
From RRRRRRRRRRRRRRRRR.oRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Days 7 *on .ue 9ed .hur Fri /at /un
Occupancy S
No' of occupied rooms
1rri$als
Departures
"$ents1reas7
Floors 7 ;1
;-
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shifts' It also records room no' Of JI5s) H9C) "#tra beds and DND rooms)
etc' .o be passed on to ne#t shift'
Hotel PQ
2O, -OOK
Department Housekeeping
/hift RRRRRRRRRRRRR.imeRRRRRRRRRRRRRDateRRRRRRRRRRRRRR
2og "ntries 7
Name and /ignature of the desk controller RRRRRRRRRRRRRRR
Fig. 1.21
g4 +aintenance or,er fi)e 7 It records all the first and third copies of
maintenance complaints gi$en to engineering e$eryday and theirrectification record' It is compiled report file of all the maintenance orders
per shift per day'
h4 6arpet shampooing register 7 .his records the carpet7cleaning schedule
that has been follo0ed) recording each such proect as it is completed'
Hotel PQ
Carpet /hampoo !egister
/' No'1rea6 !oom
No'Date
Done -y
+Carpet cre04HK /uper$isor
/hift
Incharge!emarks
Fig. 1.22
i4 ey register-.his is one of the most important registers maintained at the
housekeeping control desk' It is a part of the key7security system to be
follo0ed by the housekeeping department' "ach employee 0ho is handed
o$er a key) any key) from the key cabinet is supposed to sign for it in a key
control sheet in this register per shift per day' It is maintained for propercontrol o$er mo$ement and security of master keys in the department' It
has signature and time of all the staff members 0hosoe$er is issuing or
depositing any key especially master keys'
Hotel PQ
Key !egister
Date RRRRRRRRRRRR/hiftRRRRRRRRRRRR/hift In7charge6 /uper$isorRRRRRRRRRRRRRR
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/'No'
Key
Number 6
code
No' of
Keys
"mployee
Name
.ime
Out/ignature .ime In /ignature
Desk
Controller
1udit RRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR
Fig. 1.23
4 9aby sitting register7 .his is used to record enteries of guest reuests forbaby sitting ser$ices' -abysitting is pro$ided as a ser$ice by most hotels8
housekeeping department for guests 0ho ha$e small children' .he guests
reuiring the ser$ice contact the housekeeping control desk and the
controller enters the reuest in this register'it also has section for
babysitters8 confirmation'
Hotel PQ
-aby /itting !egister
/'No' Date .ime!oom
No'
,uest
Name
-abys
1ge
No' Of
Hours
Name Of
-aby /itter
/ignature,uest
/ign'
Desk
Controller
Fig. 1.24
k4 nentory fi)e 7 .his is maintained for stock control' It is the record of
physical count of each item on monthly or uarterly basis during in$entory
or stock taking' .his is done for proper control o$er misuse) shortages)e#cesses or pilferage of stock' .his is a consolidated final report record'
Hotel PQ
In$entory -ook
*onthRRRRRRRRRRRRRRRPearRRRRRRRRRRRRRRDesk ControllerRRRRRRRRRRRRRRRR
/'No' ItemsOpening
/tock.otal Consumption
Closing
/tock.otal !emarks
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2inen !oom /uper$isorRRRRRRRRRRRRRRRR1ccount OfficerRRRRRRRRRRRRRRRRRRR
Fig. 1.2!
l4 7oom inspection check)ists fi)e7 1ll room inspection checklists are filed in
the this file kept at the control desk' .hese reports may be referred to in
case there are guests complaints on cleaning etc' .he e#ecuti$ehousekeeper 0ill be able to find the super$isor in charge of inspecting that
particular guestroom in this file and confirm 0hether he 6 she checked the
particular surface in uestion'
UNIT
!le"ning Procedures #$"sic% &oo's "nd Pu(lic )re"*
Cleaning euipment
Cleaning agents
Classification) selection) use) mechanism) care and maintenance
*ethods of cleaning(+Con$entional ),roup and -lock cleaning
.ypes of cleaning ( daily cleaning ) periodical cleaning) spring cleaning
*ake up of a guest room ( Occupied room) $acant room) departure room
,uest room Inspection)
Neglected areas
!ooms under repair
/tandard contents of a guest room) placement) freuency of change
Floor pantry
Cleaning public areas ( entrances) lobby) front desk) corridors) ele$ators) public
restrooms) s0imming pool) dining and banuet rooms) administrati$e office) e#ercise
rooms) employee rooms
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!LE)NING
.he 0ord >clean8 means something that is free from dust) dirt) stains) cob0ebs)
grease) germs and other un0anted substances' Cleaning is remo$ing different types
of soiling 0ith the aid of certain cleaning agents and euipment' Dust) dirt and
foreign matter deposited on a surface are referred to as soil' .his may include
substances such as sand) mud) pollutants) smoke) and fumes brought into the
building from outside' /ome types of soil) such as se0age) hair) dead skin cells)
and fibers shed from the clothing are generated by the occupants of a building'
Cleaning is carried out for aesthetic appeal) hygiene) maintenance and safety of
any surface or area'
Tpes o, soil7 as e#plained abo$e) soil is the collecti$e term for deposits of
dust) dirt) foreign matter) tarnish and stains' *ain types of soiling are 7;' ust7 It is the dry particles that floats in air and settles on the horizontal and
$ertical surfaces' It is more attracted to te#tured surfaces' It makes surfaces
look dull) unattracti$e and smell stale' It consists of ash) fluffs) hair) skin
particles and germs'
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in$ol$e 0ashing using 0ater as a cleaning and rinsing agent) friction as in using an
abrasi$e) static electricity as in using a static mop) suction as in using a $acuum
cleaner) or force as in using pressurized 0ater' .he $arious types of processes are 7
a4 /0eeping 7 .his is done using brooms to collect dust 0hen the floor surface is
too rough for a dust mop'
b4 Dusting 7 .his .his is a systematic and orderly approach for remo$ing dust
from horizontal and $ertical surfaces 0ith the help of dusters'c4 Damp7dusting 7 .his is the most preferred 0ay of cleaning in hotels as surfaces
can be 0iped as 0ell as dusted) remo$ing any sticky or dirty marks at the same
time'
d4 Dust mopping6Dry mopping6*op s0eeping 7 .his is a preferred 0ay to remo$e
dust) sand or grit from a floor'
e4 /pot mopping 7 .his is done for any spots) marks or stains on the floor 0hich
should be taken care of immediately to preser$e a floor surface'
f4 9et mopping 6 Damp mopping 7 1 damp mop is used to remo$e spills and
adhered soil that 0ere not remo$ed during the dry remo$al process' 9et7mopping 0ill remo$e light to hea$y soil from the floor surface) 0hich could
other0ise become embedded in the surface'
g4 *anual /crubbing 7 .his is done for smaller areas or surfaces 0ith hand
scrubbers and 0ater for gently remo$ing soiling and stubborn marks'
h4 /pot cleaning 7 .his refers to the remo$al of stains from $arious kinds of hard
and soft surfaces' 1lso kno0n as /potting'
i4 /uction cleaning 7 .his is the basic and preparatory step to all other
mechanized procedures) done to remo$e as much dry soil as possible so that it
does not spread) scratch the finish) or damage the surface) 0orking on the
principle of suction or $acuum'4 /pray buffing 7 .his is done by machine and a light spray of a commercial
finisher to remo$e soils) scuffs) light scratches and marks and the shine is
restored to the surface'
k4 5olishing 7 .his is done 0ith polishing machines to remo$e some soil and put
the shine back in the floor finish'
l4 /crubbing 7 .his process remo$es embedded dirt) marks) deeper scuffs) and
scratches from the floor along 0ith some of the finish'
m4 /tripping 7 .his is a $ery aggressi$e process that can and should remo$e all of
the floor finish and sealer) lea$ing a bare floor ready for re7finishing'n4 2aundering 7 .his is the cleaning method used for 0ashable fabrics' It is a
process in 0hich soil and stains are remo$ed from te#tiles in an aueous
medium'
o4 Dry7cleaning 7 .his is the method in 0hich soil and stains are remo$ed from
te#tiles in a non7aueous medium'
Tpes o, cle"ning
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Cleaning tasks may be di$ided according to the freuency of their scheduling)
0hich depends upon the le$el of soiling) the type of surface) the amount of traffic)
the type of hotel) and the cleaning standards set' Jarious types of cleaning are 7
;4 ai)y or 7outine 6)eaning 7 It is done on routine or day7to7day basis and
includes remo$al of dust or dirt by s0eeping) mopping) dusting or $acuuming'
Daily cleaning of any area has step by step procedures to maintain standards
and sa$e time) labour and cost' .his include the regular ser$icing ofguestrooms) cleaning of bathrooms and toilets) suction7cleaning of floors and
floor co$erings and so on'
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e4 /tripping and polishing of floors'
.et7ods o, cle"ningFor cleaning to be efficient) it must be 0ell organized' Different 0ays of
organizing the cleaning of $arious areas are 7
;' 6onentiona)/'rtho,o=/;ra,itiona) metho, of c)eaning 7 It is the method
0here single person does the entire cleaning 0ork alone' In this 0ay) a,uestroom attendant completes all tasks in one guestroom before going on to
the ne#t room in the section allotted to him6her' /imilarly a housemen
completes all his cleaning tasks in one assigned area to mo$e to the other' On
an a$erage a houseman has any ; or < of the public areas'and room attendants
ha$e ;
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c' 5recautions must be taken to keep changing the 0ater if it gets dirty
because it could lead to a film of dirt instead of remo$ing it'
d' 9ater alone is not an effecti$e cleaner due to its < main problems) i'e'
( Hardness & /urface tension'
i' H"rdness in ;"ter is due to the salts deposits of Calcium)
sulphate & *agnesium' .here are < types of hardness (
.emporary & 5ermanent' .emporary hardness can be remo$edby heating 0ater abo$e @;S) i'e' /urface 1cti$e 1gents) 0hich is
the main ingredient of any detergent' It has main ualities 0hich
makes the detergent an effecti$e cleaning agent'
d' .hese ualities are (
i' 5oo,
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c' .hese should be a$oided on delicate surfaces like 0ood) marble) glass
etc' as it lea$es scratch marks'
d' "#amples are ,lass 0ool) /teel 0ool) /and papers) "mery paper)
Nylon scrubbers) po0dered 5umice) 2imestone) Fine ash) Chalk
po0der) e0eler8s rouge+a pink o#ide of iron4) & /couring po0ders)
creams & liuids like Jim) if) etc'
48 Toilet !le"ners 9a' .hese rely on their acid content to clean & keep the .oilets hygienic'
b' .hese are used to hygienically clean the 9Cs) rinals) & 2a$atories'
c' .hese are made of acid like /odium acid sulphate) 5ine oil & mild
abrasi$e that helps to pre$ent corrosion'
d' .hese are a$ailable in forms (
i. 'owdered
ii. (rystalline
iii. )i*uid
e' .hese are designed to clean & disinfect the toilets only & shouldne$er be mi#ed 0ith other cleaners) because of harmful gases likely
to be produced'
f' "#amples ( Harpic) /anifresh) Dome#) etc'
/8 Gl"ss cle"ner 9
a' .hese consist of a 0ater miscible sol$ent like Isopropyl alcohol 0ith
a small amount of surfactant & a little ammonia to impro$e polishing
effect'
b' .hese are mostly ready to use cleaners that is applied or sprayed &
rubbed off 0ith a clean) soft lint free duster'
c' "#amples ( Colin) Cleanmate) !
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d' "#amples ( /oda) Caustic soda) 1mmonia) etc'
F8 Org"nic solents 9
a' .hese are also used as ,rease sol$ents & used for the remo$al of
,rease & 9a# from different surfaces'
b' .hese ha$e a $ery strong smell & are inflammable therefore should
ne$er be used in a confined space'
c' .hese are also used for dry cleaning of 9all papers) Fabrics &upholstery'
d' "#amples ( .hinner) *ethylated spirit) 9hite spirit) .urpentine oil)
CCl +Carbon .etrachloride4 & 1erosols) etc'
:8 isin,ect"nts 2 )ntiseptics 9
a' .hese are not e#actly cleaning agents but their use completes the
cleaning process as these kill bacteria & pre$ent its gro0th'
b' .heir use should be controlled carefully as many ha$e strong smells
& often leads to illness) bad drains) etc'
c' "#amples ( Odonil) 5henyl) Dettol) /a$lon) and Naphthalene balls)etc'
108)ir ,res7eners 2 eodori=ers 9
a' .hese are not strictly cleaning agents but are often used during
cleaning operations'
b' .hese mask unpleasant smells either by combining chemically 0ith
the particles forming smells or by their smell being predominant'
c' *ost of the air fresheners are a$ailable in the form of sprays'
d' Deodorizers are automatic spraying machines that spray a little
amount of fresh smell in the area at set inter$als'
e' "#amples ( 1ir 0ick) Odonil fresh sprays) !A) etc'118$le"c7es 9
a' .hese are mainly used as a 2aundry aid as it remo$es stains from
fabrics but can also be used for cleaning purposes as a stabilized
solution of /odium hypochlorite for stained sinks) 9C pans) -athtubs
& -athroom corners) etc'
b' .hese 0hiten the surface & ha$e germicidal properties but great care
should be taken to pre$ent spotting on other surfaces'
c' .heir use should be strictly controlled & ne$er mi#ed 0ith other
cleaning agents'd' < types of -leaches are ( Chlorinated or !educing bleaches &
O#idized bleach'
e' "#amples ( Domestos) 1la) Janish) etc'
18Polis7es 9
a' .hese do not necessarily clean ho0e$er) produce a shine by pro$iding
a smooth surface from 0hich light is reflected e$enly'
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b' .his can be done by smoothing out any une$enness on the surface of
the article as in polishing metals or by pro$iding a $ery smooth
protecti$e layer as in polishing floors & furniture'
c' .heir composition & use 0ill therefore depend on the surface for
0hich they are intended'
d' .here are < main types of polishes (
;' +eta) o)ishes ( .hese consist of a fine abrasi$e &remo$e tarnish from the metal surfaces by rubbing it &
pro$iding friction & produce a shine' .hese may be
2iuid) Foam or Cream based' "'g ( -rasso) /il$o)
Chrome gel) etc'
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operations'.here are < main categories 7 *anual euipment and *echanical
euipment'
.)NU)L ECUIP.ENTS
.hese are the euipment 0hich operate using manual po0er) skill & physical
energy' *any of these are operated using hands only' .hese are di$ided into ?
categories'o -rooms & brushes
o *ops & 0ringers
o Cleaning clothes
o Containers
o .rolleys
o /undry euipment
97''+S
.hese are used for dry dust remo$al from a large area i'e' to remo$e large particlesof dust from hard surfaces like floors) 0alls & ceilings' Its main $arieties are
5"ll (roo'
So,t (roo'
!orn (roo'
H"rd@"rd (roo'
57isk (roo'
Pus7 (roo'
e"t7er duster!"re "nd cle"ning o, (roo's -
a4 .hese should be shaken free of dust and fluff'
b4 Ne$er store them standing on their bristles'
c4 Ne$er use soft broom on 0et floors'
d4 Hard brooms should be cleaned thoroughly in saline 0ater and dried before
storing after being used on dirty 0et areas'
970SH?S
.hese are used for dry as 0ell as 0et 0ork' .hese can be used on hard surfaces like
floors & 0alls for scrubbing & remo$ing dirt & on soft surfaces like carpets)furniture & upholstery for remo$ing dust' Its main $arieties are
Long 7"ndle scru((ing (rus7
5"ll (rus7
!"rpet@ 7"rd nlon@coir (rus7
Up7olster@t"pestr (rus7
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$o> s;eeper@ c"rpet s;eeper - these are used for s0eeping up dust and
litter from large areas like main porch as 0ell as soft floor co$erings like
carpets and rugs'
Toilet (rus7
Tile (rus7
!"re "nd cle"ning o, (rus7ed -
a4 .hese should be gently tapped on a hard surface to loosen dust and debris after
the cleaning process'
b4 If 0ashed) it should be in cold saline 0ater for better cleaning and stiffness'
c4 1fter shaking off e#cess 0ater) the brushes should be left to drip and dry'
d4 Ne$er lea$e brushes resting on their bristles) else they 0ill splay out'
e4 .he friction brush of bo# s0eeper should be kept clean) else the efficiency of
the euipment 0ill be seriously impaired'
+'S
.here are < main types of mops ( dry & 0et' r 'ops consist of a head of $arious shapes & sizes) made from soft
t0isted cotton threads or synthetic fibers & attached to a long handle' sed
for remo$ing dust & small particles of soil from floors of large areas like
lobby) corridors etc' .here are four main types of dry mops 7 impregnated
fringes: impregnated s0eepers: static: and disposable'
5et 'ops #Kentuck*are used for cleaning lightly soiled floors' .here are
four types of damp60et mops a$ailable 7 Do7all mops: Kentucky mops: Foss
mops: and /ponge mops'
Sueegees or ;ipersare used to remo$e e#cess 0ater from flat surfaces'
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a4 9ringers buckets and containers should be emptied and 0ashed properly
before storage
b4 .hese should be dried 0hile storing'
c4 Detachable handle should be disassemble and reassemble prior to use'
6#?>>5 6#';H?S
.hese are fabrics used for dusting) cleaning & 0iping purposes according tosurfaces' .hese include
usters 2 'itts( for dry & damp dusting of hard surfaces'
&"gs( old or 0orn piece of cloth used for applying polish & little dusting'
se & thro0'
l"nnelette clot7( for polishing or buffing purposes'
!7"'ois le"t7er ( made of skin of chamois goat' sed 0et for glass
cleaning & dry for polishing sil$er'
Gl"ss clot7 or scri'( made of lint free material) cheaper substitute of the
abo$e' sed for cleaning all types of glass surfaces'
loor clot7es( coarser cotton dusters of manageable size & absorbent) used
to clean & 0ipe floors etc'
5et clot7es( colour coded dusters used for cleaning & 0iping $arious
surfaces'
!"re "nd cle"ning o, cle"ning clot7s -
a4 9ash) rinse and dry thoroughly after use'
b4 !ags should be disposed off after use'
c4 Disinfect periodically to pre$ent them from becoming unhygienic'
6'>;>?7S
.hese are used or any other thing 0hich reuired to be carried during cleaning
process' .hese includes7
$uckets 2 p"ils( metal or plastic containers for mopping) 0ashing etc'
5urposes'
Spr" (ottles( used to apply a fine spray of 0ater or cleaning solution for
dusting'
ust p"ns( used in conunction of brooms & brushes to collect dust'
ust(ins 2 s"ni(ins ( kept in back areas) pantries) toilets etc' Forcollection of 0et & dry trash disposals +garbage4'
!"ddies( 0ooden or plastic bo#es used for carrying cleaning supplies for
guest bathrooms'
House'"id (o>es( 0ooden) cane or plastic large bo# 0ith handle & fitted
tray' sed to carry small items & cleaning supplies 0hile mo$ing from one
place to another in public areas'
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;7'##?@S
.hese are used to carry multiple things at one time from one place to another' .he
main $arieties are
."ids c"rt ( or room attendant trolley) used on guest floors to carry
sufficient amount of supplies for a room attendant to carry out his 0ork of
ser$icing allotted number of rooms'
"nitor trolle( used in public areas like lobby & corridors etc to facilitate
a housemen8s 0ork'
G"r("ge @ linen trolle( used to carry trash bags) soiled or fresh linen from
one area to another) like floors) laundry) linen room) dry disposal area etc'
*ade of stainless steel like a cubical basket on castors'
Tilt trucks( used for garbage disposal from outdoors & indoors'
S0>7@ ?A0+?>;S
.hese are used as a part of the cleaning process
Step l"dders or stool steps
!le"ning ru((er gloes
Euip'ents r"cksfor holding brushes) dustpans etc
)iring r"ckto dry cleaning clothes'
isc"rded linenfor co$ering
)dJust"(le l"ddersfor public areas
Sign"ges 2 c"ution (o"rds
.E!H)NI!)L ECUIP.ENTS
.hese are operated using mechanical or electric po0er' -ut these are not automatic
and thus human skill is reuired to operate' .here are broad categories7
o Jacuum or suction cleaners
o Floor maintaining machines
o /hampooing machines'
600+ 6#?>?7S
.hese remo$e dust & other loose particles from hard or soft surfaces by suction
po0er' .he main $arieties are7
!lindric"l 2 c"nisters 'odels "cuu' cle"ners( these ha$e a hose pipe
0ith $arious attachment heads for different surfaces'
Uprig7t "cuu' cle"ner( more suited for large carpeted areas as these has
dual motor system) rotating brush & the dust is collected outside the body'
$"ck p"ck "cuu's( can be carried on a back &used for long narro0
areas like stairs) corridors etc' Or for high dusting like curtains) ceiling
corners etc'
usttete( small handy $acuum for cleaning upholstery) carpet edges etc'
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Pile li,ter(used to lift packed or tangled piles of carpets' sed for hea$y
duty $acuuming & freshen7ups after carpet shampooing'
5et "cuu's or "cuu'"ts( used for collecting dust or 0ater from floors
& readily used for any spill emergency like flooding due to ac leakage etc'
Electric (roo's 2 s;eeper( light 0eight $acuums 0ith rotating brushes
used for superficial $acuuming & uick touch7ups on carpets & hard floors'
.here are ride on models also for larger & outdoor areas'
!"rpet (lo;er( used to dry 0et carpets after shampooing or in bad 0eather
conditions'
!"re "nd cle"ning o, "cuu' cle"ners -
a4 .rained staff is needed to operate the $acuum cleaners'
b4 .he 0heels or castors need to be oiled periodically'
c4 1fter use) the dust bags should be checked and emptied'
d4 9ipe the casing daily and check the hose and fle# before use'
e4 Clean the attachment heads after each use'
f4 In case of 0et $acuums) the buckets should be 0ashed) rinsed and dried'g4 .he machine and its parts should be stored off the ground on a rack) in a 0ell
$entilated place'
F#''7 +>;>>5 +6H>?S
.hese are used for maintain cleaning & polishing standards of $arious floors like
marble) tiles) 0ood etc' .hese are used for scrubbing) buffing) polishing) stripping
& sealing floors' .he main $arieties are7
)ll purpose cle"ning '"c7ine( used for scrubbing) buffing & polishing of
hard floors as 0ell as shampooing carpets' !o'(ined scru((ing 2 polis7ing '"c7ine( used for 0ashing) scrubbing
& polishing of marble & tiled floors
$u,,ing '"c7ines ( used for buffing & polishing of marble & 0ooden
floorings'
Hig7 pressure Jet ;"s7ers( used for high pressure 0ashing of outer areas
like porch) ramps) courtyards etc'
loors scru((ers( used for scrubbing of hard floors only'
!"re "nd cle"ning o, ,loor '"int"ining '"c7ines -
a4 .he brushes and pads should ne$er be left on the machine after cleaning'b4 .he pads should be 0ashed) rinsed and dried thoroughly'
c4 .he fluff should be remo$ed from the brushes before 0ashing'
d4 9ash) rinse) and dry 0et ones after use'
e4 .he dry ones should be 0ashed occasionally but dust should be tapped a0ay
after use regularly'
f4 .he tanks should be emptied) 0ashed and dries before storage'
SH+''>5 +6H>?S
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7/25/2019 I semester-Hotel housekeeping I final.doc
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.hese are used for cleaning carpets & upholstered furniture' /hampooing is the
method of cleaning carpets 0ithout 0ater' .he main $arieties are7
r ,o"' cle"ning '"c7ine( a po0der7based solution is spread e$enly
across the surface of the carpet or rug' It then sets for period of time 0hile
the detergent 0orks to remo$e stains' It is then $acuumed up 0ith a high
po0ered $acuum to effecti$ely clean the dirt & stains'
$onnet cle"ning '"c7ine7 employs an absorbent pad +bonnet4 attached to
the bottom of a rotary machine' Detergent solution is sprayed onto the carpet