I semester-Hotel housekeeping I final.doc

7/25/2019 I semester-Hotel housekeeping I final.doc

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104

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'

O&G)NI


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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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O&G)NI


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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


24/95

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


25/95

;


26/95

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'


27/95

d4 Shoes7 .hese must be lo0 heeled and sturdy for long 0orking hours and

kept clean and polished all the time'


28/95

@' !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'


29/95

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'


30/95

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


34/95

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'


35/95

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'


36/95

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


37/95

2ocationRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

Nature of complaintRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

5roblem6sRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRR

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


38/95

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


39/95

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'


40/95

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


41/95

/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

;-


42/95

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'


53/95

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'


55/95

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'


57/95

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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.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

Documents

I semester-Hotel housekeeping I final.doc