Download pdf - Hotel housekeeping

Hotel Housekeeping, Semester- Second

Compiled & Printed by ECDL Educations Pvt. Ltd. Page 1

Hotel House Keeping

Diploma

In Hotel & Hospitality Management

First Semester

Subject Code-HM-23

School of Distance Education

Karnataka State Open University, Karnataka



Copyright 2012, Karnataka State Open University

All Rights Reserved

Compiled and Printed

By

ECDL Institute of Management Studies

For,

School of Distance Education

Karnataka State Open University



Preface

“Cleanliness is next to godliness” is considered as the most important

aspect of hospitality Industry. Housekeeping in a hotel plays one of the

most significant part in not just keeping the surrounding clean & tidy

but also in giving the room and other important areas the aesthetic

appearance.

This artistic or visual appearance is the reason for a guest to attract to the

property again & again. There are other many more key works in a

housekeeping department which helps a hospitality industry to run the

operations smoothly.

We have penned the most important and updated information in the field

of Housekeeping which would help the Hospitality students to know & be

aware of this department.

ECDL…..



CONTENTS

BLOCK-I

UNIT Topic Contents Page No.

1

Role of

housekeeping

1.1 Introduction 09

1.2 Importance of Housekeeping 10

1.3 Amenities provided by Housekeeping 10

1.4 Housekeeping role in a hotel industry 11

2 Functions of

housekeeping

dept.

2.1 Cleaning, Maintenance 13

2.2 Aesthetic upkeep, Linen Management 14

2.3 Manual Cleaning, Mechanical Cleaning 14

2.4 Care of equipment, Different cleaning agents 15

3 Types of rooms 3.1 Single room, Double room 17

3.2 Suite- Single, Double, Duplex 18

3.3 Cabana 18

3.4 Penthouse 19

4. Organizational

structure of

H.K. dept.

4.1 Duties & Responsibilities 21

4.2 Executive housekeeper, Asst. Housekeeper 22-23

4.3 Linen room supervisor, uniform room sup. 24

4.4 Desk control supervisors, 25

BLOCK –II


5 Emergency

Procedures

5.1 Fire 29

5.2 Death or accidents 30

5.3 Theft 31

5.4 Vandalism 32

6

Hygiene &

Sanitation

6.1 Hygiene & Sanitation. 34

6.2 Hygiene and safe methods of cleaning 35

6.3 Sewage disposal. 36

6.4 Importance of Hygiene in Hospitality Industry 37

7 Inter

departmental co-

operation

7.1 Front office- Housekeeping 39

7.2 Engineering Maintenance & HK 40

7.3 Food & Beverage & HK 40

7.4 Cooperation- Security & Personnel 41

8 Linen / Uniform

Room &

Laundry

8.1 Linen room, Linen room work, storage, stock taking 43

8.2 Uniform Room, staff uniforms 44

8.3 Laundry in-house, contract, 45

8.4 Valet Service, equipment, method 46-47

BLOCK –III


9 Stain Removal 9.1 Stain removal agents 51



9.2 Acids, alkalis, Bleaches 52

9.3 stain removal from diff. surfaces 53

9.4 Points to remember 54

10 Pest Control 10.1 Moths, carpet beetles 56

10.2 Wood boring beetles, 57

10.3 Rats & Mice 58

10.4 Wood rot, Waste disposal 59

11. Interior

Decoration

&

Flower

arrangements

11.1 Principles. proportion 61

11.2 Balance, Rhythm, general rules, Themes 62

11.3 Interior Decoration and landscaping, ) The design team 63

11.4 Elements of interior design, Design Components 64-65

12. Safety Procedure

and precautions

12.1 Health & Safety 67

12.2 Fire & Personal Injury 68

12.3 Cuts & Burns 69

12.4 Accidents, fire emergency 70

BLOCK –IV


13

Textiles and

types of fibers

13.1 Types of textiles 75

13.2 Types of fibers 76

13.3 Carpets 77-78

13.4 Carpet problems 79

14 Bed-making 14.1 Bed making procedure 81

14.2 Types of service. 82-83

14.3 Types of Bed 84-85

14.4 standard sizes of bed 86

15 Types of

Budgets

15.1 What is Budget 88

15.2 Capital budget 89

15.3 Operational budget 90

16 Maintenance 16.1 Mason: Painter: Tailor: Plumber: Gardener: Carpenter: 92

16.2 Air-conditioning. Electrician 93

16.3 Staff Organization : Inventory 93

16.4 Storage Techniques and Skills. : Stocking Procedures Bin

Cards. Storage Temperatures,

94









UNIT-1

ROLE OF HOUSEKEEPING

CONTENTS

1.0 Objectives

1.1 Introduction

1.2. Importance of Housekeeping

1.2.1 Comfort

1.2.2 Cleanliness and Hygiene

1.2.3 Privacy

1.2.4 Safety and Security

1.2.5 Decor

1.3 Amenities provided by housekeeping

1.4 Housekeeping role in a hotel Industry

1.5 Lesson Summary

1.6 Key Words

1.7Questions to Solve

1.8 References

1.0 OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and

show an understanding of the following:

◘ Housekeeping and its importance

◘ Functions of housekeeping

◘ Relationship of housekeeping with other departments

◘ Types of guest rooms and the amenities supplied.

1.1 INTRODUCTION

Housekeeping is an important and integral part of the guest experience and satisfaction.

Other things such as security are important, but what guests really want is to feel at

home, to feel comfortable. Although the staff providing this service do not necessarily

interact directly with the public, the quality of their work is critical in shaping guests‟

pleasant memories of their stay.

1.2 IMPORTANCE OF HOUSEKEEPING

1.2.1. Comfort: Achieve the maximum efficiency possible

in the care and comfort of the guests and in providing

support services for the smooth running of the hotel. Every

hotel spends a lot of effort in ensuring the quality of beds,

mattresses, channel music, TV, air conditioner if

applicable, attached bar etc. The comforts must be

regularly maintained and should be properly functioning. It is the duty of the



housekeeping department to ensure comfort and a welcoming atmosphere to the guests

as well as strive to extend courteous, reliable and satisfactory service from staffs of all

departments.

1.2.2. Cleanliness and Hygiene: Ensure a high standard of cleanliness and general

upkeep in all areas. Clean and well maintained areas and equipments create a favorable

impression on the guest. Hygiene is maintained especially in the wash rooms, toilets,

pool changing room, health club, etc.

1.2.3. Privacy: The prime concern of any guest, irrespective of whether rich or poor,

common man or celebrity, is privacy. Room windows are provided with curtains.

Windows could normally overlook good scenic view, away from the prying eyes of

others in the hotel or outside public. Housekeeping staffs ensure the privacy of the

guests and they should be trained with proper procedures to enter the room.

1.2.4. Safety and Security: Security is one of the prime concerns of a hotel guest. The

housekeeping department staffs should ensure the safety and security of the guests with

the help of security services. They should also make sure that fire fighting equipments

and emergency alarms are functional at all times. They should also ensure peace, quiet

and noise free atmosphere in the area.

1.2.5. Décor: Creating a pleasant and classy ambience is also one of the major concerns

for a guest. This is not easy and requires a good eye for detail. This work is an art and

the housekeeping staff is mainly responsible for creating a pleasant atmosphere.

1.3 AMENITIES PROVIDED BY HOUSEKEEPING

Amenities are complimentary items that would be

delivered to regular, VIP, returning and complaint guests.

Amenities include items such as:

● Fruit basket

● Cheese board

● Bottle of wine or champagne

● Chocolates

● Fresh flowers

Amenities are normally commissioned by the guest relations or sales executive and

delivered to the room by the Room Service department.

Amenities include items such as:

● Closes curtains or drapes

● Dims lights

● Folds down bed top sheet

● Replenishes towels, toiletries and stationary

● Places room service breakfast menu on guests' pillow

● Places complimentary mint or chocolate on the pillow or bottled water at the bedside

● Places disposable slippers beside the bed

● Empties rubbish bins



1.4 HOUSEKEEPING ROLE IN A HOTEL INDUSTRY

House Keeping department in a hotel is responsible for the cleanliness;

maintenance and aesthetic up keep of the hotel. The role of house keeping is to keep a

clean, comfortable and safe house. Just as we enjoy keeping a “Sparkling” home for

guests and ourselves who visit us at home, the housekeeping department takes pride in

keeping the hotel clean and comfortable so as to create a “Home away from home”.

A hotel survives on the sale of rooms, food and beverage and other minor

operating services such as laundry, health clubs etc. Of these, the sale of room

constitutes a minimum of 50 percent. In other words, a hotels largest margin of profit

comes from room sales because a room once made can be sold over and over again. A

good hotel operation ensures optimal room sales to being in the maximum profit.

The room sale is dependent on, apart from several other things the quality of room

décor, room facilities, cleanliness of the room and how safe it is. The criteria by which

each guest decided whether a room is good or bad are strictly personal. To make a room

appealing to a guest is the task of house keeping which has to ensure the basic human

needs of comfort and security. Thus the personal effort the housekeeping department

makes in giving a guest a desirable room has a direct bearing on the guests experience in

a hotel



1.5 LESSON SUMMARY

The housekeeping is the department of a hotel charged with cleaning and maintaining

rooms and public spaces. The housekeeping department is responsible for the daily

cleaning of public rooms (lobbies, corridors, meeting rooms), private bedrooms and

public washrooms. In addition, it handles the laundering of linens and in some

instances, guest laundry as well.

1.6 KEY WORDS

Strive- struggle, try hard, attempt

Courteous – polite, well-mannered, considerate

Reliable – dependable, trustworthy, consistent

Celebrity - famous person, personality, icon

Hygiene- cleanliness, sanitation

Optimal – best, most favorable, finest

1.7 QUESTIONS TO SOLVE

1. What is the importance of Housekeeping in hotel Industry?

2. What are the amenities provided by Housekeeping?

3. What is the role of Housekeeping in Hotel Industry?

1.8 REFERENCES

1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &

Sons New York.

2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill

Publishing Co. Ltd.

3. Rosemary Hurst, Housekeeping Management for Hotels & residential Establishments,

William Heinemann.



UNIT- 2

FUNCTIONS OF HOUSEKEEPING DEPARTMENT

CONTENTS

2.0 Objectives

2.1 Introduction

2.2. Functions of Housekeeping

2.2.1 Cleaning Rooms and Public Areas

2.2.2 Bed Making

2.2.3 Linen Management

2.2.4 Laundry Services

2.2.5 Pest Control

2.2.6 Key Control

2.2.7 Safety & Security

2.2.8 Interior Decoration

2.2.9 Room Maintenance

2.3 Lesson Summary

2.4 Key Words


2.6 References

2.0 OBJECTIVES



◘ Functions of housekeeping

◘ Basic functions like cleaning, bed making, linen management

◘ Laundry, pest control, key control, & other main functions

2.1 INTRODUCTION

The impact of the housekeeping function on the success of a hotel‟s operations cannot be

underestimated, since large revenue for hotel industry is generated mainly from the sale

of rooms.

Good housekeeping is the foundation of good infection prevention. The general

cleanliness and hygiene of a facility are vital to the health and safety of guests, staff, and

visitors. Pleasant work environment contributes to staff members' satisfaction, making

them to be more productive. A more pleasant environment improves guest satisfaction

and can increase guest‟s use of services and frequent visits.

2.2 FUNCTIONS OF HOUSEKEEPING

Housekeeping department holds the responsibility of cleaning, maintenance and

admirable upkeep of the hotel. The main functions of housekeeping are overall

cleanliness, bed making, ensuring maintenance of the building and its infrastructure,



laundry, linen management, key control, pest control, safety and security of the guests

as well as the infrastructure and interior decoration. All this ensure the ambience and

promotes a congenial environment. The basic function of the

housekeeping is explained briefly:

2.2.1. Cleaning Rooms and Public Areas

Housekeeping department cleans the rooms and toilets and

wash basins in the room. Apart from cleaning the guest

rooms, housekeeping department is also responsible for

cleaning floor, terraces, elevators, elevator lobbies, corridors

of guest floors, floor linen closets, mop and janitor‟s closets, service lobbies and service

stairways, function rooms, shopping arcade, cabanas, bars, dining rooms, offices,

uniform rooms, tailor rooms, upholstery, shops, store rooms and swimming pools. To be

concise, the housekeeping department is responsible for the total cleanliness of a hotel.

2.2.2. Bed Making A guest requires a comfortable bed to take rest,

relax and enjoy. A bed that is well- made will provide the required

comfort. Bed making is a skill that requires to be developed by the

housekeeper, as it not only provides comfort to the guest, but also

adds to the pleasant ambience of a guest‟s room. Guests should not be

able to tell if anyone has slept in the room, so a clean environment and

perfect bed making is major consideration of this department.

2.2.3. Linen Management

One of the important jobs of the Housekeeping Department is clothes and linen

management. This involves all functions from purchase of linen to laundering, storage,

supplies and to condemnation. In a hotel different types of clothes and linen are used

such as the bed sheets, pillow covers, napkins, towels, hand towels, table covers,

curtains, cushion covers etc. All of these require regular maintenance.

2.2.4. Laundry Services

It is the job of the Housekeeping Department to ensure clean and hygienic washing of all

the linen items, and then distributing them to different areas of the hotel. The

relationship between the housekeeping and laundry is significant for the smooth

functioning of housekeeping services. One of the supporting roles of the laundry is to

provide valet services to house guests.

2.2.5. Pest Control

Pest Control is another major job of the Housekeeping Department. No matter how

clean one keeps the surroundings, one cannot avoid the “uninvited guests” – the pests.

It is not only embarrassing but also speaks badly of a hotel where one sees rats,

cockroaches, and lizards running around. Therefore, pest control is one of the primary

responsibilities of the housekeeping department.

2.2.6. Key Control

Key control is one of the major jobs of the housekeeping department. The room keys

have to be handled efficiently and safely before and after letting the room.



2.2.7. Safety and Security

The Housekeeping Department is responsible for maintaining a peaceful atmosphere in

the hotel. If the guests and staff always fear for their safety and the safety of their

belongings, the atmosphere will be very tense. Hence the housekeeping department staff

should be aware of ways to protect himself and others, especially the guests around him

and the property of the hotel from accidents and theft. Several accidents could occur at

the place of work. These include fire accidents, falls, wounds, injuries, negligence in

handling electrical equipment etc. It is important for all housekeeping personnel to

know about first aid as they could be the first ones on the spot to give immediate

attention to a guest and also an employee in trouble.

2.2.8. Interior Decoration

Interior decoration is the art of creating a pleasant

atmosphere in the living room with the addition of a

complex of furnishings, art, and crafts, appropriately

combined to achieve a planned result or design. These arts

and crafts have to be well maintained by the housekeeping

department. Decorating flowers is a creative and stimulating art which often carries a

message or theme. Flowers and indoor plants add color and beauty to a room.

2.2.9. Room Maintenance

Good housekeeping department is just as responsible for the hotel's maintenance as an

engineering department. In an ideal environment, t h e housekeeping staff and

managers should act as the eyes and ears of the engineering department. If damaged or

broken items are not reported, they can't be fixed. Proper maintenance will make the

perception of cleanliness easier to maintain and reduce guest complaints.



2.3 LESSON SUMMARY

For a pleasant stay, guest expects Comfort, Cleanliness and Hygiene, Privacy, Safety and

Security and Décor. Housekeeping department holds the responsibility of cleaning,

maintenance and efficient upkeep of the hotel. The main functions of housekeeping is

overall cleanliness, bed making, ensuring maintenance of the building and its

infrastructure, laundry, linen management, key control, pest control, safety and security

of the guests as well as the infrastructure and interior decoration.

2.4 KEY WORDS

Underestimated – undervalue, underrate, miscalculate

Foundation – base, basis, groundwork

Admirable – excellent, worthy, marvelous

Congenial – friendly, pleasant, agreeable

Condemnation – disapproval, blame, criticism

Embarrassing – uncomfortable, uneasy, upsetting

Negligence – carelessness, neglect, disregard


1. Write in short about cleaning of Rooms & Public areas?

2. Write in short about Bed Making?

3. Write in short about Linen Management?

4. Write in short about Laundry Services?

5. Write in short about Pest Control?

6. Write in short about Key Control?

7. Write in short about Safety & Security?

8. Write in short about Interior Decoration?

9. Write in short about Room Maintenance?

2.6 REFERENCES


Sons New York.


Publishing Co. Ltd.


William Heinemann.



UNIT- 3

TYPES OF ROOMS

CONTENTS

3.0 Objectives

3.1 Introduction

3.2. Types of rooms

3.2.1 Single Room

3.2.2 Double Room

3.2.3 Deluxe Room

3.2.4 Twin Room

3.2.5 Hollywood Twin

3.2.6 Studio

3.2.7 Suite

3.2.8 Penthouse Suite

3.2.9 Parlor

3.2.10 Executive Room

3.2.11 Duplex room

3.2.12 Interconnected room

3.2.13 Efficiency room

3.2.14 Cabana

3.2.15 Sico

3.3 Lesson Summary

3.4 Key Words


3.6 References

3.0 OBJECTIVES



◘ Types of Rooms

◘ The facilities available in different rooms

3.1 INTRODUCTION

In this unit we will discuss about the various types of rooms available as per the need

and comfort they would like to have. These rooms are made as per the number of

persons to be accommodated and also in view of the luxury and sophistication they are

looking for. There are other rooms too which are for various other purposes in a hotel.

3.2 TYPES OF ROOMS

The size and furnishing of a room solely depends on the type of the hotel and the

classification of rooms.

3.2.1 Single Room



A single room has a single bed for single occupancy. It is a standard room having

a dressing-cum-writing table.

3.2.2 Double Room

It is a room with one double bed meant for two people. It is a

standard room having a dressing-cum-writing table.

3.2.3 Deluxe Room

This room is well furnished, carpeted and more suitable for

single persons and small families. Deluxe Rooms are available

with Single and Double beds.

3.2.4 Twin Room

A room with two single beds meant for two people having only one bedside

table between the two beds.

3.2.5 Hollywood Twin

It is a room with two single beds and one single headboard meant for two

people. When need arises, the two beds can be bridged together to make it

appear as a double room.

3.2.6 Studio

The studio room is the room for the guest with option of self catering. It has a

queen size bed, air conditioning, fan and screens. There is also a dining area and

a seating area.

3.2.7 Suite

A suite in a hotel mostly denotes a class of luxury rooms. Suites offer more space

and furniture than a basic hotel room. In addition to the standard bed and

bedroom fixtures, a suite will typically add a living room, usually with a couch

that folds into a bed. Dining, office and kitchen facilities are also added in some

suites. Many large hotels have one or more "honeymoon suites", and sometimes

the best room is called the "presidential suite". Some hotels now offer only

regular suites. Regular suites are particularly aimed at business travelers who

would both appreciate additional space and may use it to host small meetings or

entertain guests.

3.2.8 Penthouse Suite

A penthouse suite is mostly on the highest floors of hotel

building. Penthouses are typically differentiated from other

rooms by luxury features. A penthouse suite may also

provide occupants with private access to the roof space

above the suit, instead of or in addition to terrace space created by an adjacent sit

back.

3.2.9 Parlor

A parlor is a room equipped and furnished for a special function or business. It is

generally a lavishly decorated room with more facilities like bar, pantry,

massage. Usually the room is sold on hourly basis.



3.2.10 Executive Room

It is larger bedroom with a sitting area provided with chairs and usually sofa.

There is a dressing table as well as a writing table.

3.2.11 Duplex Room

A set of rooms not on the same level but it is connected by an internal staircase.

Generally, the parlor is at the lower level and the bedrooms are at the upper

level.

3.2.12 Interconnected Rooms

Two rooms adjacent to each other having an interconnecting door, allowing

entry from one room to another, without having to go through the corridor. The

interconnecting doors can be opened or locked as per the guest‟s choice.

3.2.13 Efficiency Room

It is a room with some kitchen facilities found in motels and residential hotels.

3.2.14 Cabana

Cabana is generally a shelter on a beach or at a swimming pool used for bathing.

But now some hotels provide cabana with contemporary beauty, comfort,

protection and privacy with all basic facilities alongside the swimming pool, on

the beach, in the garden and in any lounging area to individual guests for

occupation. The rent for cabana is usually less as they would not have luxurious

décor.

3.2.15 Sico

Sico room is a smart solution to space efficiency. Sico rooms

usually have special beds which can be folded according to the

guest‟s need. Guests get a meeting room by day and a sleeping

room by night, with the comfort of a real mattress. With most

meetings today consisting of ten people or less, Sico rooms offer

the flexibility to accommodate small meetings without tying up

large meeting rooms.



3.3 LESSON SUMMARY

As per the present scenario in Hospitality, clients are provided the facilities and luxury;

Present day hotels do provide best possible facilities a guest needs when they visit their

hotel to make them feel a home away from home. There are rooms as per the number

persons and as per the level of sophistication. Various rooms are single, double, deluxe,

twin, Hollywood twin, parlor, studio, suite, penthouse suite, executive, interconnected,

efficiency, cabana & Sico rooms

3.4 KEY WORDS

Sophistication – classiness, style, superiority

Couch – sofa, divan, settee

Terrace – patio, veranda

Lavishly – plentifully, abundantly, generously

Luxurious – comfortable, lavish, lush

Décor – decoration, furnishings, interior decoration


1. Write in short about Single & Double room?

2. Write in short about Twin & Hollywood twin room?

3. Write in short about Suite & Penthouse suite?

4. Write in short about Deluxe & Studio room?

5. What is the difference between Parlor, Duplex & Executive room?

6. Write in short about Interconnected & Efficiency room?

7. What is a Cabana & Sico rooms?

3.6 REFERENCES


Sons New York.


Publishing Co. Ltd.


William Heinemann.



UNIT-4

ORGANIZATIONAL STRUCTURE OF H.K. DEPARTMENT

CONTENTS

4.0 Objectives

4.1 Introduction

4.2. Organizational structure of HK Department

4.3 Duties & responsibilities of HK Staff

4.3.1 Executive Housekeeper

4.3.2 Floor Supervisor

4.3.3 Uniform / Linen Room Supervisor

4.3.4 Cloak room attendant

4.4 Lesson Summary

4.5 Key Words

4.6 Questions to Solve

4.7 References

4.0 OBJECTIVES



◘ Organizational structure of housekeeping department

◘ Duties and responsibilities, of housekeeping staff.

4.1 INTRODUCTION

The success and credibility of the hotels depends solely on their in-house professionally

skilled team. Top quality service, with dedicated, trained, intelligent, sincere, honest and

motivated staff is what is important for a hotel housekeeping department. This team

succeeds in building and maintaining the image and reputation of the hotel and creating

and sustaining regular and privileged guest visits.

For providing excellent and satisfying quality service, lot of effort has to be made

towards organizing and training the housekeeping staffs continuously. Additionally, the

trained staff must be retained ensuring the consistency and staff dedication remains

focused through various methods of training and motivation.

The largest work force of the hotel is in the housekeeping department. It would be

appropriate at this stage to understand the hierarchy, duties and responsibilities of all

the housekeeping staffs for effective communication and coordination.



4.2ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT

The organizational structure of the housekeeping department mainly depends on the

activities and the size of the hotel. The charts above show the organizational of structure

of the large sized hotels. In the small hotels one or more jobs are integrated and handled

by the few housekeeping personnel‟s.

1. Executive Housekeeper

He is responsible and accountable for the total cleanliness, maintenance and aesthetic

upkeep of the hotel. This is achieved with the resources of manpower, materials,

machines, money, space and time available to him.

2. Assistant Housekeeper

May be one for each shift of a large hotel, He may be the housekeeper of a small hotel or

the only deputy to the Executive Housekeeper of a medium-sized hotel. He manages the

resources given by the Executive Housekeeper to achieve the common objectives of

cleanliness, maintenance and attractiveness in a given shift. His accountability normally

ends on the completion of his shift.

3. Uniform Room Supervisor

A non-management person, solely responsible for providing clean serviceable uniforms

to the staff of the hotel. As the hotel staff is all practically in uniforms his / her task is

enormous and demanding as he / she has to keep an inventory control on various stages

of use, such as, when sorted ones are handed over, or those which are being washed or

dry-cleaned in the laundry.

4. Uniform Room Attendants

The uniform supervisor is assisted by attendants who actually do the issue of uniforms

in exchange for soiled ones for onward transmission to the laundry. These attendants are

in actual contact with the staff.

5. Linen Room Supervisors

A non-management person solely responsible for the acquisition, storage, issue and

cleanliness of linen in its various forms. His job is a mammoth task because he keeps

track of all linen as they would number in thousands.



6. Linen Room Attendant

He assists the supervisor by actually issuing linen and filling such records as necessary.

7. Tailor /Seamstress

Tailor or seamstress personnel are responsible for stitching and mending the linen and

upholstery‟s.

8. Helpers They are to be found both in Uniforms and linen Rooms and do the physical

work of transporting, counting and bundling of uniforms and linen.

9. Floor Supervisor

Responsible for the cleanliness, maintenance and present ability of the guest floors

attached to him in a shift. His scope encompasses guest rooms, corridors, staircases and

floor pantries of the allotted floor.

10. Public Area Supervisor

Responsible for the cleanliness, maintenance and present ability of all public areas which

include restaurants, bars, banquet halls, garden, administrative offices, shopping arcade,

health club, swimming pool, main entrances and car park areas.

11. Room Attendants

They are known also as chamber maids or room boys. They do the actual cleaning of

guest rooms and bathrooms allotted to them. They are not responsible for the cleanliness

of corridors, guest elevators or floor pantries.

12. Head Houseman

Supervises the work allotted to Houseman, especially those in public areas. In medium

sized hotels he could be the person in charge of housekeeping on night shifts.

13. Housemen

Usually handy men that do the heavy physical cleaning required in guest rooms and

public areas. Their job would include vacuuming, shifting of furniture, cleaning of

windows panes, mopping, braising, sweeping, etc.

14. Desk Control Supervisor

Is the hub of information dissemination in housekeeping and is thus the critical person

in housekeeping operations. The Housekeeping Desk must be manned 24 hours as

guests and staff will contact this desk to transmit or receive information. It is the Desk

Control Supervisor who co-ordinates with the front office for information on departure

rooms and handing over cleared rooms. The Desk also receives complaints on

maintenance from Housekeeping supervisors spread all over the hotel.

4.3 DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFFS

4.3.1 Executive Housekeeper

1. Supervise and be responsible for cleanliness, order and appearance of the hotel rooms

and public areas, annexes, cottages, facilities, service corridors, linen and uniform

rooms, shopping arcades and employees.

2. Schedule, recruit, train, and recommend hiring, discharging and discipline of all

department employees through management and in accordance with labor regulations.



3. Prepare reports as required.

4. Participate in all department head meetings. Supervise preparation of maintenance

requisitions and maintain follow-up file to ensure that all public areas and guest

accommodations do not deteriorate from standard.

5. Train all employees to perform their best in the standard procedures as applicable to

their job positions.

6. Develop and recommend standard procedures for new tasks or changed conditions.

7. Inspect personally, and supervise inspections by Assistants of all areas in a frequent

and unvarying schedule.

8. Pay particular attention on inspection to the presence, of odors and pests and

appropriate control measures.

9. Work closely with the General Manager on day-to-day Housekeeping requirements.

10. Supervise linen stock and recommend the maintenance of adequate quantities of

cleaning equipments and cleaning supplies with due regard to delivery requirements

and import restrictions on cleaning equipments. Develop and supervise the maintenance

of the lost and found procedure including the disbursement of unclaimed articles to

employees.

11. Prepare the annual housekeeping budget for submission to the General Manager.

Identify reliable suppliers of housekeeping materials including carpets, linen, etc, and

recommend them to the Purchase Department. Develop Housekeeping Systems and

Procedures and see that they are followed diligently. Plan, control and supervise

horticultural requirements and commitments.

4.3.2 Floor Supervisor

1. Assign duties to the floor housemen and room attendants.

2. Inspect each room completed by Room Attendants according to specified room

checklist and ensure that they meet the standards of the establishment in terms of

cleaning, functional and aesthetic value.

3. Check par stocks of linen and guest supplies and cleaning supplies on floors and

ensure timely delivery of soiled linen to laundry and requisition for fresh linen from

linen room and guest supplies / cleaning supplies from the stores.

4. Train Room Attendants and Housemen for maximum productivity and standards of

efficiency.

5. Submit performance appraisals periodically for each staff under his / her control.

6. Check all safety systems on the allotted floors.

7. Liaise with security on security aspects on guest floors.

8. Account for movement of linen from his / her floors.

9. Prepare housekeeping occupancy lists for front Office.

10. Check all maids‟ carts to ensure it is well stocked with linen and supplies and as per

standards stipulated.

11. Follow upon maintenance orders sent to Engineering.



4.3.3 Uniform / Linen Room Supervisor

1. Schedule linen / uniform room staff.

2. Check periodically the condition of uniform and hotel linen.

3. Assign daily work to tailors.

4. Devise and maintain an effective control system to issue clean linen and uniforms.

5. Co-ordinate closely with the laundry department to ensure timely supply of fresh

uniforms and linen.

6. Conduct periodic inventories of linen and uniforms.

7. Ensure that all linen, uniforms needing stitching, mending is immediately attended to

before being sent to the Laundry Department.

8. Ensure that the Linen Room is kept neat and clean.

9. Ensure that all linen, uniforms and materials are neatly and systematically stacked

and arranged and properly labeled.

10. Train the staff to perform their duties effectively and, efficiently.

11. Maintain all relevant records in respect of material, uniforms / linen-storage and

movement.

4.3.4 Cloak Room Attendant

1. Take soiled hand towels to the linen room for replacement.

2. Maintain adequate stocks of soap, detergents and hand towels to meet demands at

peak level.

3. Maintain shoe-shine kit and clean guest shoes, if required.

4. Maintain all cupboards and fixtures installed in the cloak room.

5. Maintain a polite, dignified and helpful attitude to guests.

6. Report any plumbing deficiencies to Public Area Supervisor.

7. See that clack rooms are immaculately clean. Faucets should be sparkling, wash basins

dry and environment free of unpleasant odor.

8. Supply the guest with towels, soap, comb, brush and powder.

9. Sweep, wash and scrub the floors.

10. Clear the soiled linen periodically from the baskets.



4.4 LESSON SUMMARY

The success of the hotels depends solely on their staffs. For providing excellent and

quality service, lot of effort has to be made towards organizing and training the

housekeeping staffs. The largest work force of the hotel is in the housekeeping

department.

The organizational structure of the housekeeping department mainly depends on the

activities and the size of the hotel. Generally, the housekeeping department shall have

staffs like Executive Housekeeper, Assistant Housekeeper, Uniform Room Supervisor,

Uniform Room Attendants, Linen Room Supervisors, Linen Room Attendants, Tailor /

Seamstress, Helpers, Floor Supervisor, Public

Area Supervisor, Room Attendants, Head Houseman, Desk Control Supervisor, Runner,

Cloak Room Attendants, Hat-Checkers, Night Supervisor, Horticulturist, Head

Gardener, Gardeners.

4.5 KEY WORDS

Credibility – trustworthiness, reliability, sincerity

Hierarchy - pecking order, chain of command

Privileged- fortunate, honored, advantaged

Mammoth – enormous, huge, massive

Encompasses – include, cover, take in


1. Mention the duties & responsibilities of Executive Housekeeper?

2. Mention the duties & responsibilities of Floor Supervisor?

3. Mention the duties & responsibilities of Uniform / Linen room Supervisor?

4. Mention the duties & responsibilities of cloak room attendant?

5. Write in short about Executive Housekeeper and Assistant housekeeper?

6. Write in short about Uniform room supervisors & Uniform room attendant?

7. Write in short about Linen room supervisor & Linen room attendant?

8. Write in short about Tailors & Helpers

9. Write in short about Desk control, Public area & Floor Supervisor?

10. Write in short about Head Houseman, Housemen, & room attendant?

4.7 REFERENCES

1. Andrews Sudhir, Hotel Housekeeping Training Manual,Tata Mc Graw-Hill

Publishing Co. Ltd.

2. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion

Books.







UNIT – 5

EMERGENCY PROCEDURES

CONTENTS

5.0 Objectives

5.1 Introduction

5.2. Lost & Found

5.3 Theft

5.4 Bomb Threat

5.5 Fire in the Hotel

5.6 Death

5.7 Accidents

5.8 Vandalism

5.9 Drunken Guest

5.10 Lesson Summary

5.11 Key Words


5.13 References

5.0 OBJECTIVES



◘ Various Emergencies which arises in a hotel Industry.

◘ Procedures to handle such situation.

5.1 INTRODUCTION

In a hotel the front office department has to face so many emergencies such as lost

and found, fire in the hotel, death, accidents, vandalism damage to property by resident

guest drink guest and theft. The front office should be able to handle such critical cases

and so they should have knowledge and skill, otherwise it causes a great loss to the

hotel.

5.2 LOST AND FOUND

This is a term used in hotel 'parlance' to refer any item temporarily

misplaced or lost by a guest, traced later by hotel staff. Such articles are handed over to

the house keeping department, who maintains a special locker for the same. If the items

belong to guest who has checked out, then a letter is sent out to the forwarding address

furnished on the registration card. If no reply is received within a specified time period,

the article may be given away to the staff members who found the article.

If last guest belongings are found in public areas and the guest is still residing in

the hotel, then the housekeeping keeps such articles such time when specific enquiry is

made at the front office or lobby. In this case the guest should be required to give a



description of the article before it is shown to him, because it make possible to relate the

lost articles to the right person.

5.3 THEFT

In most hotels there is the possibility that dishonest staff will remove all hotel property,

be it food, bed, linen, towel, etc. for their own use. The security of these hotel properties

has the responsibility of each departmental head. A frequent stock taking and spot

checks are essential not only to establish quantities of items in stock, but also to monitor

unusual loses which might point to staff theft.

In most hotels there is a staff entrance to the premises and a clock in system were by

each staff is required to punch a card upon arrival and departure from his or her work

showing the time of duty. The timekeeper will also act as a watchman to see that

nothing expect the staffs personal property is removed. From the hotel and may have

the right to check workers bag and basket to open parcels carried out of the hotel and to

call the manager or security officer if necessary.

Where it is possible to minimize theft from the hotel by the staff 'souvenir hunting' by

when guest recognize to practice most hotel budget for the lose of such items as cloth

hangers, ashtrays, bed sheets, towels, toothpick stand, flower vase, etc. But loss of the

towel, bed sheet, table lamp, pictures, flowers and any other movable objects become

costly to the hotel. It is not possible to institute a search of each department guest

luggage. But upon entering a vacated room a chambermaid will know immediately that

such items are missing and security staff or the management can be alerted, often before

guest leaves the hotels. Some hotels may accept the loss of less expensive items of good

will especially in their hotels where such theft is minimal. When most guests challenged

will usually relinquish those objects, which have been packed in their luggage, often

claiming it was a careless use on their behalf. Police action is not advisable. The hotel

staff approaches the situation with tact and firmness the matter can be resolved.

5.4 BOMB THREATS

It is an unfortunate fact that no hotel regarding of its size and situation emerge from the

frightening advent of the 'Bomb scare'. Most bomb threats are made by telephone and it

is generally the telephone operator or receptionist who receives them. The operator

should be trained how to bear with such situation. He should write down the exact

words, spoken by the caller and rate the sense and any accent, which by notice, able.

Any background noises to the call might assist the police in training its place of origin.

The operator should calmly tell the calls that the hotel is occupied and detonation of a

bomb would cause death or injury to innocent people. A fellow member of staff should

be alerted to listen in to the call, in case the operator might miss something or important.



The general manager or the duty manager and the security officer should be

notified immediately. Under expert guidance or search for the device will commence. It

must be left for experts to move and defuse. In case of serious bomb it is necessary to

evacuate all guest and staff from hotels. Once the building has been cleared of all staff,

guest and visitors no one should be allowed to re-enter until the all clear signs is given

by the authorities.

5.5 FIRE IN THE HOTEL

As soon as the fire is detected and intimated to the front desk, the first thing to do is to

inform the telephone department. In most hotels the telephone department plays the

vital role of alarming the hotel. In, smaller hotels, which have the telephone function,

merged with the front office operations the procedure would be to call the fire

department in the city for help. The front office should alert all guest and inform them

to use the staircase and not the elevator. The telephone exchange should always be

manned during the fire to felicitate communications from one point to another. If the

front office staff has to get actively involved in the fire procedures then they should

search each room thoroughly, especially under beds or in closets or bathrooms to ensure

that no guests are left behind. They must guide the guest through the staircase, and help

in extinguishing the fire by the use of appropriate fire extinguishers (foam for electrical

fires and oil fires, water for general fires, and so on).

5.6 DEATH

In case of death, the front office should inform the general manager, the security officer

and call for the hotel doctor of that locality. The general manager may decide to call the

police, the body must be removed by the staff entrance and the room scaled till all

police formalities are ones. People known to the discard are contacted through address

entered on the registration card.

5.7 ACCIDENTS

The house doctor should call immediately on phone and informed to the nature of the

accident and the condition of the guest. The doctor‟s instruction must be followed

immediately. Swabbing wounds with cotton wool and applying a coagulant such as

iodine, alcohol, spirit or just plain mates or after-shave lotion must stop bleeding. If a

fracture is suspected the guest is not moved till the doctor arrives. Burns are to be

treated with creams meant for the purpose.

5.8 VANDALISM

The front office staff must call the hotel security and order the main door to be locked.

If the things get out of hand the police must be called.

Damage to property by resident guest



The front office cashier is instructed to raise charge for the value of damages to property.

A responsible guest will never argue but if the object he must be referred to the general

manager.

5.9 DRUNKEN GUEST

It is time that a drunken guest should never be argued with. He must be politely led

away from the public areas either in to an office or his room. If he is boisterous or

behave unusually the hotel security must be called.



5.10 LESSON SUMMARY

As usual there are many emergencies which arise in a hospitality Industry, and it is

necessary to handle these emergencies in a tactful way with laid down procedures as per

the Industry. Emergencies which arise are, Lost & found articles of Guest, this has to be

handled as per the procedure of the Industry, another important emergency situation is

Theft which also needs a tactful handling. Some of the other emergencies which arise are

bomb threat, Fire, Accident, Death, Vandalism, & Drunken guest.

5.11 KEY WORDS

Critical – serious, vital, significant

Parlance – idiom, manner of speaking, phrasing

Souvenir – memento, reminder, keepsake

Relinquish - give up, hand over, turn down

Advent - coming on, start, beginning

Emerge - come out, materialize, surface

Swabbing – clean, scrub, wipe down

Boisterous – rowdy, unruly, noisy


1. Mention the procedures for Lost & Found?

2. What are the procedures for theft in the hotel?

3. What are the procedures for Bomb threat?

4. Mention the emergency procedures for fire in the hotel?

5. Write in short the procedures for Death & Accidents?

6. Write in short the procedures for Vandalism & drunken guest?

5.13 REFERENCES


Books.


Sons New York.


Publishing Co. Ltd.

4. Joan C. & Lennox, Margaret Branson, Hotel Housekeeping Principles and Practice,

Edward Arnold,London.



UNIT-6

HYGIENE & SANITATION

CONTENTS

6.0 Objectives

6.1 Introduction

6.2. Hygiene & Sanitation

6.3 Hygiene & safe methods of cleaning

6.4 Sewage disposal

6.5 Importance of Hygiene in Hospitality Industry

6.6 Lesson Summary

6.7 Key Words


6.9 References

6.0 OBJECTIVES



◘ Regarding Hygiene & Sanitation and also safe methods of cleaning.

◘ Regarding Sewage disposal & Importance of hygiene in hospitality Industry.

6.1 INTRODUCTION

The term "hygiene" is derived from the name Hygeia, the Greek goddess of health,

cleanliness and sanitation. The hygiene movement began in the 1830s by dedicated

practitioners who rejected orthodox medicines and believed that with hygiene the

spread of infectious disease could be prevented.

The earliest evidence of urban sanitation was seen in Harappa, Mohenjo-Daro and the recently discovered Rakhigarhi of Indus Valley civilization. This urban plan included the world's first urban sanitation systems. Within the city, individual homes or groups of homes obtained water from wells. From a room that appears to have been set aside for bathing, waste water was directed to covered drains, which lined the major streets.

Roman cities and Roman villas had elements of sanitation systems, delivering water in the streets of towns such as Pompeii, and building stone and wooden drains to collect and remove wastewater from populated areas - see for instance the Cloaca Maxima into the River Tiber in Rome. But there is little record of other sanitation in most of Europe until the High Middle Ages. Unsanitary conditions and overcrowding were widespread throughout Europe and Asia during the Middle Ages, resulting periodically in cataclysmic pandemics such as the Plague of Justinian (541-42) and the Black Death (1347–1351), which killed tens of millions of people and radically altered societies.



6.2 HYGIENE & SANITATION

Hygiene refers to the set of practices perceived by a community to be associated with

the preservation of health and healthy living. While in modern medical sciences there is

a set of standards of hygiene recommended for different situations, what is considered

hygienic or not can vary between different cultures, genders and groups. Some regular

hygienic practices may be considered good habits by a society while the neglect of

hygiene can be considered disgusting, disrespectful or even threatening.

Sanitation is the hygienic means of promoting health through prevention of human contact with the hazards of wastes. Hazards can be physical, microbiological, biological or chemical agents of disease. Wastes that can cause health problems are human and animal feces, solid wastes, domestic wastewater (sewage, slurry, and grey water), industrial wastes and agricultural wastes. Hygienic means of prevention can be by using engineering solutions (e.g. sewerage and wastewater treatment), simple technologies (e.g. latrines, septic tanks), or even by personal hygiene practices (e.g. simple hand

washing with soap).

The World Health Organization states that:

"Sanitation generally refers to the provision of facilities and services for the safe disposal of human urine and feces. Inadequate sanitation is a major cause of disease world-wide and improving sanitation is known to have a significant beneficial impact on health both in households and across communities. The word 'sanitation' also refers to the maintenance of hygienic conditions, through services such as garbage collection and wastewater disposal.

6.3 HYGIENE AND SAFE METHODS OF CLEANING

Hygiene procedures are essential in kitchen operations and cookery, housekeeping, laundry and food and beverage service. Procedural guidelines have been set down by relevant government bodies to ensure an industry-wide benchmark is maintained. Hygiene procedures include regular hand washing, wearing of appropriate and clean clothing, as well as ensuring personal hygiene is of an excellent standard. These procedures assist the safe and hygienic

handling of food and beverages and avoid cross- contamination in food preparation areas and storage. Other hospitality tasks, including waste disposal, sanitation and cleaning procedures and the safe handling and disposal of linen and laundry, must follow correct procedures. Always use cleaning materials, clothes and equipment to avoid transferring microorganisms. Safe storage of food and beverages are essential and specific guidelines are set down for temperature control and storage of all foods in the preparation and storage areas in the hospitality industry. Frozen, dry storage and fresh ingredients have their individual requirements. Safe garbage disposal is also very important in maintaining good hygiene. Garbage clearing procedures vary in different hospitality areas, however, every sector of the



industry must ensure waste is disposed of thoroughly, and stored away from the premises so that kitchen and food storage areas do not smell or foster a breeding ground for vermin and flies. Garbage bins should always be washed out and disinfected after being emptied. Cleaning and sanitizing of bins and lids, regular emptying of rubbish, and lining bins with plastic liners helps to ensure garbage is managed hygienically. The waste storage and disposal area is typically separated into cartons, glass and plastic and non-recyclable sections. This area needs to be cleaned and hosed daily. It is important when handling linen that dirty and clean products never come into contact with each other. Linen includes bed linen, serviettes, tablecloths and kitchen cloths. Disposable gloves should be used when handling linen and dirty linen should be placed in separate bags. Each hospitality sector & establishment will have their own specific guidelines to follow. Correctly following hygiene procedures requires a good understanding of the correct methods of cleaning and sanitizing. It is important to provide employees with a regular cleaning routine and make them aware of the standards to which the property needs to be cleaned. Cleaning involves scraping, rinsing, washing and rinsing again to removes all traces of soap. Sanitizing involves sterilizing an area using antibacterial spray/wipes or sanitizing product after cleaning. Sanitizers are available from chemical suppliers. Bleach is the basis of most sanitizing products. Heat is also a sanitizer when water or oven temperatures exceed 75°C. In commercial situations, dishwashers are set at specific temperatures to ensure utensils are free from bacteria. The mechanical dishwashing process pre-rinses and washes at between 66°C and 71°C for 60 seconds. Then items are rinsed at 82°C for 10 seconds to complete the process.

6.4 SEWAGE DISPOSAL

Sewage collection and disposal systems transport sewage through cities and other

inhabited areas to sewage treatment plants to protect public health and prevent disease.

Sewage is treated to control water pollution before discharge to surface waters

A sewage system may convey the wastewater by gravity to a sewage treatment plant. Where pipeline excavation is difficult because of rock or there is limited topographic relief (i.e., due to flat terrain), gravity collection systems may not be practical and the sewage must be pumped through a pipeline to the treatment plant. In low-lying communities, wastewater may be conveyed by vacuum. Pipelines range in size from pipes of six inches (150 mm) in diameter to concrete-lined tunnels of up to thirty feet (10 m) in diameter.

Community sewage can also be collected by an effluent sewer system, also known as a STEP system (Septic Tank Effluent Pumping). At each home, a buried collection tank is used to separate solids from the liquid effluent portion. Only the liquid portion is then pumped through small diameter pipe (typically 1.5" to 4") to downstream treatment. Because the waste stream is pressurized, the pipes can be laid just below the ground surface along the land's contour.



Sewage can also be collected by low pressure pumps and vacuum systems. A low pressure system uses a small grinder pump located at each point of connection, typically a house or business. Vacuum sewer systems use differential atmospheric pressure to move the liquid to a central vacuum station. Typically a vacuum sewer station can service approximately 1,200 homes before it becomes more cost-effective to build another station.

6.5 IMPORTANCE OF HYGIENE IN HOSPITALITY INDUSTRY

Hygiene for specific areas Hygiene procedures are required for all areas of the hospitality industry. These procedures vary according to the tasks required and the business policy standards. Some examples of specific practices for specific areas include: • Accommodation – dirty linen should be removed using gloves; clean and dirty linen should be kept separate

• Kitchen/food preparation areas – correct hand washing and food safety procedures should always be followed • Food service areas – gloves should be used for handling food and for food preparation • Storage areas – cooked and uncooked foods should be stored at the correct temperatures

• Laundry – dirty linen should be washed using the correct temperature and method • Public areas – toilets and restrooms should be kept clean using suitable chemicals and cleaning equipment • Garbage storage and disposal – correct handling and hand-washing procedures should be observed when disposing of kitchen and accommodation garbage.

Understanding of the importance of hygienic work practices is essential within every facet of the hospitality industry. All staff must ensure their procedures are safe and hygienic when in their work environment. Personal hygiene is the first step in the prevention of hygiene risks. Personal hygiene is about being clean as a person – you, the employee or employer, paying extra attention to your physical cleanliness and appearance to ensure that no harmful microorganisms (e.g. bacteria) or objects (e.g. hair), can be transferred from you to your customers. Before starting work, it is essential to follow some golden rules of cleanliness and personal hygiene. These guidelines are essential to prevent potential hygiene risks. Risks include poor personal grooming, oral and personal hygiene, and working with open cuts and sores when handling food. One of the most common risks is not washing hands after eating, smoking, handling garbage or going to the toilet. Environmental hygiene risks come about through poor work practices, inappropriate handling and storage of foods, as well as inadequate and/or irregular cleaning practices. Unsafe and environmentally unsound garbage storage and inappropriate handling of contaminated kitchen linen can also pose hygiene risks.



6.6 LESSON SUMMARY

Hygiene is an old concept related to medicine, as well as to personal and professional

care practices related to most aspects of living. In medicine and in home (domestic) and

everyday life settings, hygiene practices are employed as preventative measures to

reduce the incidence and spreading of disease. In the manufacture of food,

pharmaceutical, cosmetic and other products, good hygiene is a key part of quality

assurance i.e. ensuring that the product complies with microbial specifications

appropriate to its use.

Sanitation within the food industry means the adequate treatment of food-contact

surfaces by a process that is effective in destroying vegetative cells of microorganisms of

public health significance, and in substantially reducing numbers of other undesirable

microorganisms, but without adversely affecting the food or its safety for the consumer

6.7 KEY WORDS

Unsanitary- unhygienic, insanitary, contaminated, unhealthy Cataclysmic – catastrophic, disastrous, dreadful, tragic Pandemics - is an epidemic of infectious disease that has spread through human populations across a large Radically – fundamentally, thoroughly, drastically

Microorganisms – bacteria, microbes, germs

Foster – promote, further, cultivate Vermin – rats, pests, parasites Antibacterial – sterile, antiseptic, uncontaminated

Topographic- the features on the surface of an area of land

Effluent - waste matter, seepage, overflow


1. What is Hygiene and sanitation?

2. What are safe methods of cleaning?

3. What do you mean by Sewage disposal?

4. What is the importance of Hygiene in Hospitality Industry?

6.9 REFERENCES

1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley & Sons New York. 2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill Publishing Co. Ltd. 3. Rosemary Hurst, Housekeeping Management for Hotels and Residential Establishments, William Heinemann.



UNIT- 7

INTER DEPARTMENTAL CO-OPERATION

CONTENTS

7.0 Objectives

7.1 Introduction

7.2. Front Office

7.3 Personnel

7.4 Purchase

7.5 Engineering

7.6 Laundry

7.7 Food & Beverage

7.8 Security

7.9 Stores

7.10 Lesson Summary

7.11 Key Words


7.13 References

7.0 OBJECTIVES



◘ Various Departments with whom housekeeping coordinates with.

◘ The aspects & procedures of coordination.

7.1 INTRODUCTION

In a hospitality Industry, each and every department needs coordination with the

Housekeeping Department as it should co-ordinate and ensure maximum co-operation

with other departments to provide high quality service. To be successful, a well planned

work schedule should be prepared so as to ensure minimum disruption to the guests

and work flow of other departments. The senior housekeeper is responsible for ensuring

this by supervising a group of staff or working closely with staff from other

departments.

Engineering

Front Office Food & Beverage

Personnel House Keeping Security

Purchase Stores

Laundry

Following department co-ordinates with house keeping:

Front Office

Personnel



Purchase

Engineering

Laundry

Food and beverage

Security

Stores

7.2 FRONT OFFICE

Co-ordination with front office is one of the critical features of house keeping operations.

As soon as there are guest departures the front office rings the house keeping desk and

reports the room numbers of room vacated so that house keeping can take them over to

clean and prepare for sale. Once the room is clean, the house keeping floor supervisor

rings the front office directly or through house desk and hand over the room to front

office for sale. Rooms received by house keeping for cleaning are called “Departure

Room” while cleaned rooms handed over to front office is “Clear rooms”.

7.3 PERSONNEL

House keeping co –ordinates with personnel department for the recruitment of house

keeping staff, salary, administration, indiscipline, grievance procedures, identity cards

for staff, locker facilities, promotions and exit formalities.

7.4 PURCHASES

The purchase department procures out of stock items for house keeping such as guest

supplies kept in rooms, stationery, linen for various types, detergents etc.

7.5 ENGINEERING

One of the most important functions of house keeping is the maintenance aspect of the

hotel for the purpose of keeping furniture, fixtures and facilities in working order,

contemporary and safe for guest.

7.6 LAUNDRY

This is a department that can either enhance the quality of house keeping services. The

responsibility of laundry to house keeping is two fold:

To wash and dry clean linen and staff uniforms to a very high standard of

cleanliness.

To supply clean uniforms and linen to house keeping on time



7.7 FOOD AND BEVERAGE

The restaurant and banquets constantly require clean tablecloths, napkins etc. Their

staff as well as those in the kitchen requires clean uniforms.

7.8 SECURITY

The guest room is the most private place and a hotel goes to great lengths to ensure

guest privacy and security. A guest can take advantage of this privacy by gambling,

smuggling etc. House keeping has to be alert to these goings-on and seek the security

department‟s intervention if necessary.

7.9 STORES

Larger hotels have house keeping store that stocks house keeping linen and supplies

independently. Small hotels may store them in general stores except for linen which

should be issued to the house keeping department. The co-ordination with the stores

would ensure the availability of day-to-day requirements of house keeping.



7.10 LESSON SUMMARY

The housekeeping department should co-ordinate and ensure maximum co-operation

with other departments to provide high quality service, and also to run the day to day

work smoothly and efficiently.

The various departments who coordinate with Housekeeping are Front office,

Engineering, Food & beverage, Security & Personnel. These departments do support in

many aspects which makes it possible to provide high quality service to guests.

7.11 KEY WORDS

Critical – significant, decisive, vital, important

Indiscipline- unruliness, rowdiness, disorderliness

Grievance – complaint, objection, accusation

Gambling - betting, gaming, gamble

Intervention- interference, involvement, intrusion


1. In what aspects does Front Office coordinates with Housekeeping?

2. In what aspects does Personnel & purchases coordinates with Housekeeping?

3. In what aspects does Engineering & F&B coordinates with Housekeeping?

4. In what aspects does Laundry coordinates with Housekeeping?

5. In what aspects does Stores & Security coordinates with Housekeeping?

7.13 REFERENCES


Publishing Co. Ltd.


Books.


Sons New York.

4. Rosemary Hurst, Housekeeping Management for Hotels and Residential

Establishments, William Heinemann.



UNIT- 8

LINEN / UNIFORM ROOM

CONTENTS

8.0 Objectives

8.1 Introduction

8.2. Linen Room

8.3 Linen Room work

8.4 Uniform Room

8.5 Staff Uniform

8.6 Laundry In- house

8.7 Contract

8.7.1 Advantages of contract

8.7.2 Dissatisfaction of contract

8.8 Valet Service

8.9 Equipment

8.9.1 Flatwork Ironer / Roller Iron / Calendar

8.9.2 Press

8.9.3 Puffer or Suzie

8.9.4 Tunnel Dryer

8.9.5 Cabinet Dryer or Drying Room

8.10 Lesson Summary

8.11 Key Words


8.13 References

8.0 OBJECTIVES



◘Linen room, activities of linen room, hours of operation,

◘ Selection criteria for linen room,

◘Purchase of linen, linen cycle, control of linen, linen hire

◘ Uniform and types of uniform used.

8.1 INTRODUCTION

In a commercial sense, the present day usage of the term linen includes all fabrics that

are used in the hospitality industry. Well laid out and stocked up linen room satisfies the

needs of the guests with comfortable and pleasing room furnishing.

In this lesson, we will be looking into various aspects of the linen room layout, inventory

maintenance and its functioning. Supply of various linen items to the guest rooms, their

retrieval after use, their laundering and their recycling will be presented in detail.

Detailed information relating to selection criteria for linen, various linen items that go

into bed spreads, blankets, pillow cases, upholstery, curtains, bath room accessories



including towels of various kinds and sizes will be presented, covering their purchase,

stock-up, supply and cleaning.

In this regard, involvement of the linen room in the operational logistics relating to the

management decision whether to invest to buy linen material or to rent it from outside

hiring agencies and the relative merits of these two systems have also been discussed.

Another responsibility of the linen room will be selection, procurement, stock-up,

distribution and laundering of uniforms of appropriate sizes and styles befitting the

employees of the establishment, details of operating procedures for uniforms are also

discussed in this lesson.

8.2 LINEN ROOM

The linen room is the centre stage for the supporting role that the housekeeping

department plays in the hotel. Most linen rooms are centralized and act as a storage

point and distribution centre for clean linen.

8.3 LINEN ROOM WORK

1. Collection and Transportation

It is an essential activity when laundry services are on outside contract and is facilitated

through chutes, canvas bags, trolleys, collapsible wire carts, skips etc.

Guest laundry are also collected and appropriately marked for sending off premises for

cleaning.

2. Sorting and Counting

Sorting is carried out primarily to make counting easy as well as for streamlining

Laundry procedures and to tally the exchange of linen between the linen room and the

laundry.

3. Packaging

Linen is packed in canvas bags to prevent damage on transit to the linen articles. Those

articles that need mending and those, which are heavily stained, may be segregated and

put into separate canvas bags.

4. Dispatch

The time for off-premises laundry dispatch is usually anytime between 13:00 hrs and

16:00 hrs so that servicing of rooms is over by then and guest laundry will have been

collected.

5. Deliveries

Clean linen is delivered back in the morning hours and evening deliveries are usually

for guest laundry.

6. Checking and Inspection

Checking the quantity to ensure that the amount of laundered linen tallies with the

amount of soiled linen articles sent and as well as inspection of the quality of wash.

7. Storage



The amount of space to be allocated for storage depends on the size and type of

operation and the quantum of linen supplies. When designing the storage space for

linen it is necessary to consider the type of shelves required, the method of storage as

well as hygiene and safety factors.

8. Repairs and Alteration

Damaged items are mended by stitching or darning. Alteration of uniforms for correct

fit is usual. Condemned linen is converted into useful items called cut-downs /

makeovers.

9. Distribution to Various Departments

This is generally done on a clean-for-dirty basis. Some hotels use other systems of

exchange such as topping up or a fixed issue based on expected occupancy. In some

hotels specific timings are fixed for issue of linen.

10. Stock-taking and Records

Many records are entered on a day-to-day basis for the exchange of linen between the

linen room, laundry and floors / departments. Purchase records are essential and

records of condemned linen and makeovers are usually maintained. Periodical

stocktaking is carried out and the annual stocktaking is recorded in the stock register,

thereby providing the value of linen as an asset. Stock records also help generate

purchase orders for replacement of lost or condemned articles.

11. Security

It is important that the access to the linen room is restricted so as to prevent misuse and

pilferage and to guard against fire breakouts. Linen room is strictly a nonsmoking area.

8.4 UNIFORM ROOM

The usual system for exchange is clean-for-dirty and the timings. Some hotels have

specific days for different departments to facilitate streamlining laundry and uniform

room operations. When planning the layout of the Uniform Room, it must be borne in

mind that some uniforms will be kept on hangers while others will be folded.

Consequently the storage space must include hanging space as well as shelves. The

uniforms must be segregated according to the department. The Uniform Room usually

incorporates the sewing section and in some organizations both these areas are sections

in the Linen Room due to their inter-related functions. It is advisable to have a trial room

that may double up as an emergency changing room if the need arises. For operational

convenience, space must be allocated for uniform attendants to be positioned at the

exchange counter, where they can enter the necessary records. Adequate hampers into

which soiled uniforms can be segregated and deposited, as well as trolleys for hanging

and folded uniforms are also an operational necessity

8.5 STAFF UNIFORMS

Articles such as waiters‟ jackets, aprons and cleaners‟ overalls, are treated as normal

linen room stock, and exchanged over the counter, but where the staff is provided with



individual uniforms, this is treated as personal laundry, and may be sent as individual

bundles to the laundry and returned a week later.

8.6 LAUNDRY IN-HOUSE

There is a growing tendency for establishment to have

their own laundry on the premises. The reasons for this

may be that: With the advent of polyester/cotton

materials the use of a large expensive calendar is no

longer required, so laundry premises can be smaller and

the initial outlay on equipment less; There is greater variety in size of laundry

equipment available, resulting in full use of the equipment chosen; Articles in demand

can be dealt with out of turn and under normal circumstances there is a quicker turn

round and so less stock is required;

It may be possible to rely on staff to inspect the linen, so saving work in the linen room;

There is more freedom in laundering methods used and he possibility of a greater life

expectancy of the linen or other article; There is internal supervision and security, which

may result in fewer losses; there are no transport difficulties and costs.

8.7 CONTRACT - CONTRACT CLEANING

Complete cleaning programmes with all work and responsibility undertaken by the

contractor; Regular, selected types of cleaning within an establishment to assist the

existing housekeeping organization, e.g. night cleaning of entrance halls, washroom

cleaning etc; Periodic services to assist the existing housekeeping organization, e.g.

window cleaning, wall washing, decaling and disinfecting of sanitary fittings, carpet

and upholstery cleaning etc.

It has been suggested that a contractor must be 20-30 per cent more productive than direct

labor in order to provide an equal service at an equal cost and still get a fair profit.

8.7.1 The main advantages of contract labor to the client are:

There is no capital outlay for equipment so money is available for investment or other

purposes; There is no equipments lying idle (particularly specialized equipment); There

is no buying or hiring of specialized equipment; The difficulty of finding, training,

organizing and supervising the cleaning staff is passed to the contractor; Extra work

may be carried out at certain times without increasing the basic staff; The exact cost of

cleaning is known for a given period.

8.7.2 Causes of dissatisfaction may include:

Loss of flexibility to effect changes; the housekeeper no longer controls the operation; Loss

of proprietary interest. The cleaners do not belong to, i.e. do not work for, the

establishment and may not have the same pride in their work or job satisfaction;

Problems regarding security; Problems regarding liaison and co-operation between

departments; Deterioration in the quality of the work.



8.8 VALET SERVICE

In a hotel it is usual to put a laundry list and sometimes a container, such as a large

paper bag, as well as a dry cleaning list in all bedrooms for the guests‟ personal laundry.

The guest is asked to complete the list and to fill in the service required, e.g. Normal or

„express‟, and the room maid or valet takes the parcel to the linen room. The linen

keeper enters the particulars into a guest laundry or dry cleaning book and the van

driver collects the parcels.

8.9 EQUIPMENT

Baskets or bags in which to pack soiled linen

A table as a working surface, of a color to contrast with the white linen

A trolley or floor basket on wheels to save labor

Steps to reach high shelves

Sewing machines for repairing and marking the linen

An electric iron and ironing board or table

A suitable table or desk, with drawers for the keeping of record books

A telephone

Chairs for those who may work seated

A brush and dustpan or mop sweeper or suction cleaner.

It will be seen that the principles of work study have been followed as far as possible.

For those articles that require a pressed finish there are many finishing equipment. Some

of the more frequently used equipment is listed below:

8.9.1 Flatwork Ironer / Roller Iron / Calendar:

Is used for flatwork i.e. items like sheets, pillowcases, tablecloths, serviettes, aprons,

saris, etc. The items are passed through heated rollers for ironing.

8.9.2 Press:

Press is used for fine pressing of Flat Linen like Table covers, Pillow covers, Napkins,

Kitchen linen, Staff uniforms. They are special presses to perform specific functions and

operation can be on electricity or steam.

8.9.3 Puffer or Suzie

For coats and articles that do not crease heavily. The articles are put onto a dummy that

is inflated with steam to remove creases and then with hot air to remove the moisture

created by the steam.

8.9.4 Tunnel Dryer

Clothes are hung on conveyor belts that pass through a tunnel. Hot air blowing in the

tunnel renders the articles completely dry by the time they exit. It is a fully automated

process that also transfers the linen to the next area of activity.

8.9.5 Cabinet Dryer or Drying Room

Is a chamber where low-crease garments are suspended on hangers and steam or hot air

is circulated through the cabinet.



8.10 LESSON SUMMARY

It is essential to ensure a continuous supply of linen, which is well laundered, so that

hotel operations can be carried out smoothly and efficiently. The principles of

laundering are: removal of dirt and stains from the linen articles and restoring linen

articles to their original appearance as far as possible. A commercial or off-premises

laundry refers to laundering activities performed outside the establishment. An on-s i t e

o r on-premises laundry refers to laundering activities carried on within the hotel by staff

employed.

The various processes in laundering includes: collection & transportation, marking,

sorting, weighing, loading, washing, unloading, finishing, folding, airing, storage and

distribution. A washing machine is a machine designed to clean laundry, such as

clothing, towels and sheets. Other machines used in washing are, puffer or Suzie, tunnel

dryer and cabinet dryer or drying room.

The responsibility of the linen room with respect to selection, procurement, stock-up and

distribution of uniforms of appropriate sizes and styles befitting the employees of the

establishment, details of operating procedures for uniforms were also discussed in this

lesson.

8.11 KEY WORDS

Inventory – list, record, stock

Streamlining – reform, reorganization, reshuffle

Mended – repair, fix, restore, patch up

Darning- restoration, healing, renovation

Deterioration- worsening, wear and tear

Inflated – exaggerated, puffed up, overblown


1. Write in brief about Linen room & its activity?

2. Write in brief about Uniform room & staff uniform?

3. What is in- house Laundry & Contract?

4. What is Valet service & equipment used in laundry?

8.13 REFERENCES

1. Schneider Madelin, Tucker Georgina and Scoviak Mary, The Professional

Housekeeper, John Wiley & Sons Inc, New York.


Sons New York.




Books.







UNIT- 9

STAIN REMOVAL

CONTENTS

9.0 Objectives

9.1 Introduction

9.2. Stain Removal

9.3. Stain Removal Agents

9.3.1 Acids

9.3.2 Alkalis

9.3.3 Bleaches

9.4 Stain removal from different surfaces

9.4.1 Polished wood

9.5 Points to remember

9.6 Lesson Summary

9.7 Key Words


9.9 References

9.0 OBJECTIVES



◘Agents used for stain removal,

◘Different Acids, alkalis used

◘ stain removal from various surface.

9.1 INTRODUCTION

A stain is defined as a discoloration brought about by contact with a foreign substance

which is difficult to remove. Like first-aid in an accident, the treatment of stains requires

immediate action which includes blotting, grease absorbent, salt absorbent and often a

cold water rinse.

There are two major factors which are responsible for ensuring correct stain removal.

One is the stain removal agent and the other is the method of stain removal. It is

important to select the right stain removal agents which are friendly.

9.2 STAIN REMOVAL

Many fresh stains, e.g. tea, coffee, grease etc. will be removed from cotton and linen

articles during the normal washing process. Protein stains, e.g. egg, blood, glue,

perspiration etc. are more easily removed by pre-soaking in lukewarm water with a

detergent containing enzymes which digest the protein. (Note Enzymes are inactive in

hot water above 400-500 C). All stains should be dealt with as soon as they occur or as

soon after as possible



9.3 STAIN REMOVAL AGENTS

If old or heavy, stains require special treatment with stain removal agents. The use of

these stain removal agents requires care as they can cause weakening of the fibers,

bleeding of dyes, damage to special fabric finishes and some are inflammable while

others are poisonous. There are five main stain removal agents: organic solvents, acids,

alkalis, bleaches and enzymes.

Organic solvents

For example:

a. Benzene b. Carbon tetrachloride

acetone perchlorethylene

amyl acetate trichlorethylene

methylated spirit

white spirit (Turpentine substitute)

9.3.1 Acids

Acids include oxalic acid, potassium and oxalate (salts of lemon), and various rust

removers sold under trade names. (All these are poisonous). Fibers vary in their

susceptibility to damage by acids. Dilute acids can be used on most white fabrics but

many colored are affected by acids. It is always better to use a weak solution several

times than use a stronger solution at first.

9.3.2 Alkalis

Alkalis such as soda and borax, remove old and heavy vegetable stains, e.g. tea, coffee,

wine etc. from white linen or cotton fabrics. Animal fibers and dyes may be adversely

affected.

9.3.3 Bleaches

The process of changing a colored substance in to a colorless one is known as bleaching,

i.e. Bleaches whiten. Bleaches also weaken fibers so extreme care is needed in their use.

Bleaches are of two types:

Oxidizing reducing

E.g. sodium hypochlorite e.g. sodium hydrosulphite

Hydrogen peroxide, Sodium perborate

Specific stains

For the more usual stains on white and fast-colored fabrics; the following stain-removal

agents are suggested:

Ball-point ink: methylated spirit or carbon tetrachloride.

Blood- new: soak in cool or warm detergent solution, old: treat as iron mould.

Chewing gum: rub with ice-cube and scrape.

Dyes: bleach (not chlorine bleaches on animal fibers).

Grass: eucalyptus oil or glycerin, follow with spirit or washing.



Ink: if not removed by washing treat as for iron mould.

Ink (red): often not removable, except when very fresh, but some may respond to

washing or sodium or sodium hydrosulphite.

Iron mould: rust remover, oxalic acid, potassium acid oxalate (salts of lemon), sodium

hydrosulphite or Rustasol.

Lacquer and nail varnish: amyl acetate, acetone (not on rayon acetate) or a cellulose

thinner.

Lipstick: carbon tetrachloride and /or sodium hydrosulphite.

Mildew: hot weak potassium permanganate solution followed by a weak acid or

hydrogen peroxide.

Paint (oil): if fresh, white spirit, or a proprietary pant remover followed by a solvent

Paint (Cellulose): amyl acetate, acetone (not on rayon acetate) or commercial cellulose

thinner.

Paint emulsion): wash immediately, as once dried it is almost irremovable.

Perspiration: treat as for mildew or protein stains.

Protein stains, e.g. egg, meat, perspiration: protein digesting enzyme contained in

biological detergents or as powdered pepsin.

Tar: carbon tetrachloride or white spirit, scraping first.

Vegetable stains, e.g. tea, coffee, etc: alkali or bleach (not chlorine bleaches on animal

fibers).

Vomit: scrape, soak and wash. If not washable, sponge with ward water containing a

few drops of ammonia. Blot dry.

9.4 STAIN REMOVAL FROM DIFF. SURFACES

Carpets and upholstery (care must be taken not to wet the backing or padding)

Candle grease: scrape, use hot iron and absorbent paper. Follow if necessary with a

grease solvent.

Ink: mop up as quickly as possible to prevent spreading. Wash with warm water and

synthetic detergent or use a weak acid, and rinse.

Mud: leave to dry, then brush off.

Shoe polish: scrape off if possible and then apply a grease solvent.

Urine: sponge with salt water, followed by a weak solution of ammonia and rinse well

or a squirt from a soda water siphon.

9.4.1 Polished wood

Ink: mop up as quickly as possible. Rub with fine dry steel wool or glass paper, or dab

with a hot solution of weak acid and rinse. In both cases color and polish will be

removed, so rub with linseed oil or shoe polish to darken and later apply polish, and

buff well.



Spills, slight heat and burn marks: rub with a rag moistened with a drop or two of liquid

metal polish or methylated spirit and then re-polish, or rub with a very fine abrasive,

e.g. cigarette ash or very fine steel wool and re-polish.

Scratch marks: if newly scratched cover with iodine, potassium permanganate solution

or shoe polish according to the color of the wood. If necessary remove polish first with a

mild abrasive.

Alcohol: (a) wipe up, rub with finger dipped in silver polish, linseed oil or cigarette ash.

Re-polish.

(b) Wipe up, put few drops of ammonia on damp cloth and rub. Immediately re-polish.

Wood with oil finish

Small burns and heat marks: rub with emery cloth or fine sandpaper, followed by boiled

linseed oil.

Marble, terrazzo

Ink: apply a poultice of sodium perborate, precipitated whiting and water. Leave it to

dry.

Rust: apply a poultice of sodium citrate crystals, glycerin, precipitated whiting and

water.

9.5 POINTS TO REMEMBER

When removing stains, it is worth remembering the following:

1. Treat stains as soon as possible.

2. Consider the fibers of which the fabric is made.

3. If a colored articles, check effect of remover on an unimportant part if

possible.

4. Use the weakest methods first.

5. Use a weak solution several times, rather than one strong one.

6. When using a chemical always place the stained area over an absorbent pad

of clean cloth.

7. To avoid a „ring‟ always treat from an area round the stain and work towards

the centre.

8. After using a chemical, neutralize or rinse well.



9.6 LESSON SUMMARY

A stain is defined as a discoloration brought about by contact with a foreign substance

which is difficult to remove. If old or heavy, stains require special treatment with stain

removal agents. The use of these stain removal agents requires care as they can cause

weakening of the fibers, bleeding of dyes, damage to special fabric finishes and some are

inflammable while others are poisonous.

All stains should be dealt with as soon as they occur or as soon after as possible

When removing stains, it is worth remembering the following, Treat stains as soon as

possible, Use a weak solution several times, rather than one strong one, When using a

chemical always place the stained area over an absorbent pad of clean cloth, After using

a chemical, neutralize or rinse well.

9.7 KEY WORDS

Blotting – spot, mark, stain

Susceptibility – inclination, vulnerability, weakness

Adversely – unfavorably, harmfully, negatively

Rust- corrosion, oxidize, tarnish

Neutralize – counteract, defuse, reduce the effect

Absorbent – spongy, leaky, porous


1. Write in short about Stain & Stain removal agent?

2. What are acids, alkalis, & Bleaches?

3. Write in brief about, stain removal from different surfaces?

4. What are the points to remember, when removing stain?

9.9 REFERENCES

1. Schneider Madelin, Tucker Georgina and Scoviak Mary, The Professional

Housekeeper, John Wiley & Sons Inc, New York.


Sons New York.




Books.



UNIT-10

PEST CONTROL

CONTENTS

10.0 Objectives

10.1 Introduction

10.2. Pest control

10.3 Moths

10.4 Carpet beetles

10.5 Wood boring beetles

10.6 Rats & Mice

10.7 Wood Rot

10.7.1 Dry rot

10.7.2 Wet rot

10.8 Waste Disposal

10.9 Lesson Summary

10.10 Key Words


10.12 References

10.0 OBJECTIVES



◘ The various pests and

◘ The controlling methods of pests.

10.1 INTRODUCTION

Pest is an organism which has characteristics that are regarded by human beings as

injurious or unwanted. It is so most often because pests cause serious damages and

substantial economic loss to the hotel properties and human health by carrying,

spreading and transmitting contagious and often fatal diseases.

No matter how clean one keeps one‟s surroundings, you cannot avoid the “uninvited

guests” – the pests. It is not only embarrassing but also speaks badly of a hotel where

one sees rats, cockroaches, and lizards running around.

An animal such as rats and fleas can also be a dangerous pest when it carries germs

within human habitats and spreads it. Pest Control is another major job of the

Housekeeping Department.

10.2 PEST CONTROL

Insect pests enter buildings seeking food, shelter or surroundings having the right

temperature and humidity. The key to successful pest control is eliminating one or more

of these conducive factors. Sanitation is an important part of control. Successful pest



control should begin with good housekeeping. It is important to know something about

the habits of the pests in order to take proper preventative measures and to select and

apply appropriate pest control products correctly. Using the wrong control product or

using the right product but in the wrong manner may result in unsatisfactory control.

Keep in mind that different pests may be found in different parts of the building, in

different seasons or in different years. Below a few common pests found in the hotels

and methods of their control are described.

10.3 MOTHS

Clothes and house moths are of a pale buff color and are seen flying mainly between

June and October. They are relatively small and rarely live for longer than a month.

The female lays its eggs (up to 200) in some dark, warm place on material which the

grubs (larvae) will later eat. The eggs hatch and the grubs immediately feed on the

material as they move about. When fully grown they crawl into sheltered places, spin a

cocoon round themselves become a chrysalis (pupa) and later emerge as moths to start

another life cycle. The entire life cycle (egg-grub-chrysalis-moth) varies from one month

or two years depending on the food available, temperature and humidity).

Thus it follows that the articles which most need protection from damage by moth are:

Blankets, bedding and quilts (not man-made fibers);

Carpets and under felts;

Upholstered furniture and curtains;

Stuffed animals and birds, i.e. Fur and feathers.

10.4 CARPET BEETLES

Carpet beetles are 2-4 mm long like small mottled brown, grey and cream ladybirds. The

larvae are small, covered in brown hairs and tend to rollup when disturbed. As they

grow, they mould and the old cast-off skins may be the first sign of infestation. Adults

are often seen April-June, seeking places to lay their eggs and the larvae are most active

in October before they hibernate.

The adult beetle feeds on pollen and nectar of flowers but lays its eggs in old birds‟

nests, fabrics and accumulated fluff in buildings. It is the larvae which hatch from these

eggs that do the damage by feeding on feathers, fur, hair or wool and articles made from

these substances. They tend to wander along pipes from the roof to storage cupboards

and under floorboards to carpets and under felts.

10.5 WOOD BORING BEETLES

These beetles can be likened to moths or carpet beetles, in that it is the grub, larva or

„worm‟ which does the damage to the wood. The common furniture beetle lays about 20-

60 eggs in cracks and crevices of unpolished wood, e.g. flooring, panels, roof timbers,

backs of wardrobes and chests of drawers. On hatching, the grub eats its way through



the wood, and this tunneling causes weakening of the wood and may take from 2-3

years.

Eventually the grub matures, bores towards the surface of the wood and changes into a

pupa. From this pupa emerges the beetle, which bites its way into the open air through

an exit hole which is about 0.15 cm. in size. The beetles have a very short life (probably

2-3 weeks) during which time they move around by walking or occasionally flying,

mating takes place and eggs are laid, often in the old exit holes.

Head lice, which live in the hair of the head, are probably the most common of all lice.

They cause intense irritation and suck blood; the eggs, „nits‟ which are very numerous,

are stuck firmly on to the hairs and cannot be removed by brushing.

Bedbugs may be secreted in second-hand furniture, bedding and books and under the

wooden lathes of trunks, when luggage has been lying in the holds of ships or in trains,

and thus may find their way into any establishment.

Silverfish are wingless insects, silvery grey in color and about 1 cm long. The young

closely resemble the adults and both are rounded in front and tapered towards the rear.

Silverfish require a moist place in which to live and are found in basements, and around

pips, drains, sinks, etc. they leave their hiding places n search of food of a cellulose

nature.

Cockroaches are more likely to be found in the kitchen and restaurant/dining room

areas than in the accommodation area, although cockroaches do not necessarily require

human food, and will feed on whitewash, hair and books if no other food is available.

10.6 RATS & MICE

Rats and mice are more likely to be found in kitchens and dining areas than in

bedrooms. They are attracted by scraps of food, candles, soap etc. Hygienic storage and

disposal of food and all kinds of waste, and the cleanliness of all areas where food is

handled, are important to prevent an infestation, Rats and mice may be destroyed with

poisons. Rats and bad infestations of mice may also be dealt with by experts from the

local Public Health Department.

10.7 WOOD ROT

10.7.1 Dry rot

Dry rot can be recognized by its offensive, moldy smell, by its friable condition and the

„dead‟ sound when the wood is hit with a hammer. When dry rot occurs/ it is necessary



to find the reason for the dampness of the wood, and the following are some of the more

common causes:

Slightly leaky joints behind the bath panels or any faulty plumbing keeping the

floorboards damp; not drying out wet boards under a floor covering such as linoleum:

No damp proof course; Ineffective damp proof course through the piling up of earth,

coal, sand, etc. against the outside wall; broken damp proof course.

10.7.2 Wet rot

This is the name given to the fungal decay in timber in very damp situations. The fungus

usually involved is the cellar fungus and it attacks timber that is definitely wet. In view

of this, it sis commonly found in cellars, roofs and bathrooms, in fact in any place where

leakage of water is liable to occur. It requires considerably more moisture for

development than the dry rot fungus, the optimum moisture content being

approximately 40-50 per cent of the dry weight of the wood.

10.8 WASTE DISPOSAL

The hygienic disposal of waste materials is extremely important in the control of most

pests. The accumulation of food waste and greasy or sticky paper may attract rats and

mice and be the breeding place for many insects. The waste should be kept in tightly

covered bins or plastic sacks during its immediate accumulation at places inside the

building, at Maids‟ service rooms.

Rats and mice make nests in stores of paper, boxes, old linen and similar articles. Any

accumulation of these should be moved from time to time to ensure that rodents are not

making a nest.

The contents of bins should be disposed of in an incinerator or by chemical in a special

container.

The contents of the waste paper bins should be collected in paper or plastic sacks, while

those of the ashtrays should be collected separately in bins because of the fire risk. Later

both types of waste will be taken to the main waste collection areas outside the building.

Rubbish chutes for dry waste and waste disposal units for food waste are found in some

establishments.

Liquid waste from sinks, baths, lavatory basin, WC pans etc. is taken by a system of

pipes into the house drain and so to the sewer. After emptying a sink full of dirty water

sufficient clean water should be run so that the trap below the sink contains clean water.

Kitchen waste consists of various materials and in large establishments bones, fat,

articles made of glass etc. are often kept separate from ordinary food waste and are

sometimes sold. Food waste may also be sold for pig food.



10.9 LESSON SUMMARY

Pest is an organism which has characteristics that are regarded by human beings as

injurious or unwanted. Pest control is one of the major job of the housekeeping

department in a hotel. Some of the common pests are ants, cockroaches, lizards, flies,

bees, wasps, spiders, bed bug, mosquitoes, rats, silverfish, termites, bats, etc.

Sanitation is an important part of pest control. Successful pest control should begin with

good housekeeping. It is important to know something about the habits of the pests in

order to take proper preventative measures and to select and apply appropriate pest

control products correctly. Using the wrong control product or using the right product

but in the wrong manner may result in unsatisfactory control. Keep in mind that

different pests may be found in different parts of the building, in different seasons or in

different years.

10.10 KEY WORDS

Humidity- dampness, moisture, wetness

Organism- life form, creature, living being

Conducive- favorable, advantageous, beneficial

Infestation- plague, swarm, huge number

Fluff- feathers, fur, fur

Hibernate- lie dormant, take cover, hide away

Tapered- pointed, conical, narrowed

Cellulose- fiber, roughage, bran

Chutes – shaft, tube, channel


1. What are Pest and pest control?

2. What are Moths?

3. What are carpet beetles?

4. What are wood boring beetles?

5. Write in short about rats & mice?

6. What is wood rot?

7. Write in brief about waste disposal?

10.12 REFERENCES

1. San Ramon, Controlling Household Pests, Chevron Chemical Company, Ortho Books,

California.

2. Lifton, Bernice, Bug Busters: Poison-Free Pest Controls, For Your House & Garden,

Avery Publishing Group, Inc., New York.

3. Mallis, Arnold, Handbook of Pest Control, 7th Edition, Franzak & Foster, Cleveland,

Ohio.



UNIT - 11

INTERIOR DECORATION & FLOWER ARRANGEMENTS

CONTENTS

11.0 Objectives

11.1 Introduction

11.2. Floral Art

11.3 Principles

11.3.1 Proportion

11.3.2 Balance, Rhythm

11.3.3 General rules, Themes

11.4 Interior Decoration & Landscaping

11.5 The Design Team

11.6 Elements of Interior Design

11.7 Components of Design

11.8 Lesson Summary

11.9 Key Words


11.11 References

11.0 OBJECTIVES



◘ Regarding the Principles, Proportion, Balance, Rhythm of Floral art.

◘ And, also regarding design team, design components & Interior Décor.

11.1 INTRODUCTION

A designer‟s aim is to make the realities of a designed space express, in an appropriate

way, a set of ideas that he/she wishes to communicate. Form, materials, furnishings and

accessories are some of the items the designer uses to achieve this goal. Basic design

begins with the study of individual elements that go together to form a total look. These

individual elements include line, form, color and texture. These elements have physical

and psychological characteristics that are essential in creating effect. They will also guide

you in placing your furniture and in selecting color schemes for the interior space. We

have to put all these basic elements together to decorate and

achieve aesthetic properties. We can also achieve other effects that

we might want in each interior depending on how we put these

basic elements together.

11.2 Floral Art

Decorating flowers is a creative and stimulating art, which often



carries a message or theme and expresses the mood or

11.3 PRINCIPLES

Decorating flowers is a creative and stimulating art, which often carries a message or

theme and expresses the mood or emotions of the arranger.

The basic principles, which any visual art must comply with, are:

1. Proportion or scale

2. Balance

3. Dominance or emphasis

4. Rhythm

5. Transition

6. Repetition

7. Variation

8. Contrast

11.3.1 PROPORTION

This relates to the height of plant material, size of container, its shape, size of room, wall

or table or other interior décor.

11.3.2 BALANCE, RHYTHM

Balance: It include

- Symmetrical

- Asymmetrical

- The Western style - Europe & America

- The Eastern arrangement - Started in Japan

An asymmetrical design can be viewed from the front only

while a symmetrical design is free standing and is usually a

mass arrangement.

* Dominance or emphasis: It shows the central interest, which

is also known as focal point. It is characterized by converging of lines or flowers,

presence of largest and most interesting flowers stronger and darker colors and greater

density.

Besides this, there may also be a dominant theme.

Movement

Direction

Line

Mass



Texture

Color

Flower

* Rhythm: It is related with movement in respect of line, form, pattern or color. The eye

should move smoothly and freely without any distraction.

* Repetition: It must be restrained to avoid monotony.

* Variety and contrast: These aspects especially in relation shape, texture, color and

foliage impart interest and strength to the design.

11.3.3 GENERAL RULES, THEMES

* General Rules:

Materials is usually 11/2 times as tall as height and width of container

Use only three kinds of flowers and foliage

Not more than five kind of materials

Design or lines can be circular, oval, crescent, oblong, triangular and pyramidal

Three dimensional effect or depth can be created by placing material in graded

planes that is, at different distances from the central axis.

* Themes:

Vertical lines depicting stately and bold character

Horizontal lines appear restful and calm

Circular patterns denote satisfaction or completeness

Diagonal suggests movement or force

Radiating lines symbolize alertness and activity

Hanging lines stand for depressive moods

Color schemes may be monochromatic or polychromatic

Red : Love and Bravery

Blue : Serenity

Yellow : Cheerfulness and youthfulness

Orange : Courage, energy and hope

Magenta : Richness and luxury

Black : Mysticism and drama

White : Purity and delicateness (Representative)

Grey : Mildness and restraint (Gentle soft and control)



11.4 INTERIOR DECORATION AND LANDSCAPING

This term describes a professional approach to interiors that

puts more emphasis on basic planning and functional design

than decoration implies. Interior designers may work as

individuals, in partnerships, or in firms that can grow quite

large (with dozen of staff members).These last tend to work

on larger projects in commercial, institutional, and office

areas.

Interior designers enhance the function, safety, and quality of interior spaces of private

homes, public buildings, and business or institutional facilities, such as offices,

restaurants, retail establishments, hospitals, hotels, and theaters. They also plan the

interiors of existing structures that are undergoing renovation or expansion. Most

interior designers specialize. For example, some may concentrate on residential design,

while others focus on business design. Still others may

specialize further by focusing on particular rooms, such as

kitchens or baths.

With a client‟s tastes, needs, and budget in mind, interior

designers prepare drawings and specifications for non-load-

bearing interior construction, furnishings, lighting, and

finishes. Increasingly, designers are using computers to plan layouts, because computers

make it easy to change plans to include ideas received from the client.

One key concern when creating a design is the homeowner‟s willingness for

maintenance. It would be senseless to create a formal English garden for someone who

can barely keep the grass cut. The design needs to suite the homeowner and their

desires. This is a practical consideration and one that only the homeowner can answer.

Be truthful in deciding how much maintenance you are willing to put in and design

accordingly.

A great landscape design should match the exterior of your home. If you have southern

styled architecture, maybe stick to something that will suite. If you have a home that is

reminiscent of a cottage or farm house, a cottage style garden with wildflowers and less

cohesion would suite this style. Do a little bit of research into different

11.5 THE DESIGN TEAM

Lodging facilities are designed with one thing in mind to attract guests. And

usually, a facility has a certain type of guest – or market – in mind. There are many

types of lodgers. They range from families on vacation to business persons on the

road. Each market has different needs and expectations – different preferences and



values with regard to room sizes, amenities and prices. To attract a certain market, a

property‟s design must reflect these preferences and values. The responsibility for

design generally rests with a design team.

A design team is typically made up of not only actual designers but also the project

architect, appropriate staff members, representatives of the owners, and sometimes

the owners themselves. Owners provide guidelines on the target markets, what the

company is prepared to offer in terms of services and amenities and how much the

company has available to spend for setup. These guidelines – more than anything

else – determine what the design team develops as its unifying ingredient the theme.

Theme ideas might be based on the region where the hotel is located, on an image

the hotel owners wish to convey, or on a novelty in the dining area that is extended

throughout the hotel.

11.6 ELEMENTS OF INTERIOR DESIGN

Once the team knows its guidelines and theme, the selection of design elements

begins to take place. At this time, especially in the case of a renovation,

housekeeping managers and staff are consulted to discuss what items are available

and what items will be kept (such as lines, fixtures and so on).

11.7 DESIGN COMPONENTS

Design components include furnishings, wall coverings, floors and carpets, window

coverings, fixtures and amenities. These items are basic to every area; their layout or

placement is critical to the way the room works. Convenience is a basic

consideration of interior design. People should not be tripping over furniture to get

to the bathroom or knocking over lamps to reach the phone.

There is often no choice as to where bathroom fixtures or electrical and telephone

outlets may be placed – especially in the case of renovations. And because of the

expense, furnishings, and floors are not changed very often. When changes must be

made, it is commonly to the “Soft” items – lines, draperies, wall coverings, and

amenities, for example. These are items which, if changed can effectively improve

the atmosphere at relatively low cost.



11.8 LESSON SUMMARY

Flower arrangement is a design of beauty. It is essentially a decorative piece and should

be the centre of attraction. An arrangement can be composed of only flowers and or

foliage or in combination with vegetables and fruits. Flower arrangements have an

ability to introduce a personal touch in an otherwise staid and impersonal hotel room.

All visual designs are reduced to elements or dimensions. The elements of art are the

basic structure and comprise of line, form, colour, texture, pattern, light and space,

which apply to the furnishings and room planning. The effect of these elements is

reflected by our instinct and intellect. They make a visual impact and evoke emotional

response. The elements of art are line, form, colour and texture. This must be handled

within conformity with certain principles and laws that govern their use if beauty is to

result. Every art field has certain guidelines that are to be followed and the same is

applicable in planning of interiors.

11.9 KEY WORDS

Stimulating – inspiring, motivating, interesting

Dominance- supremacy, domination, authority Transition- change, conversion, shift, alteration

Symmetrical- balanced, even, equal, proportioned

Converging – meet, join, unite, come together Distraction- interruption, disruption, disturbance Restraint - self-control, moderation, limit Mysticism- a system of religious belief or practice that people follow to achieve personal communication or union with the divine Delicateness- frailty, tenderness, weakness Cohesion – unity, consistency, structure


1. Write in short about floral art?

2. What are the principles in regard to flower arrangement?

3. Write in short about Proportion, balance & Rhythm?

4. What are the general rules & Themes in regard to flower arrangement?

5. What is Interior decoration and Landscaping?

6. What is the design Team?

7. Write in short about elements of interior design & Design components?

11.11 REFERENCES


Sons New York.


Publishing Co. Ltd.





UNIT-12

SAFETY PROCEDURE AND PRECAUTIONS

CONTENTS

12.0 Objectives

12.1 Introduction

12.2. Health & Safety- Fire & Personal Injury

12.3 Cuts & Burns

12.4 Accidents

12.5 Fire Emergency

12.6 Lesson Summary

12.7 Key Words


12.9 References

12.0 OBJECTIVES



◘ should be aware of Health & Safety

◘ Precaution for, Fire & safety, cuts & burns, accidents,

12.1 INTRODUCTION

When we take the same hotel as example, it is management's duty to ensure "safety" in several areas, such as: The structure itself

Installations and fixtures (check electrical, plumbing, air-conditioning and other installations)

Public and work areas (e.g. slippery floors, hazardous obstacles in traffic areas), safety of furniture, equipment, appliances, and utensils.

This is followed by: Health safety (nontoxic cleaning material and detergents used) Good quality air (what we breathe, dependent upon the type of equipment,

installations and fixtures used, and regular repairs and maintenance)

Food safety (a whole world in itself including sanitation, food quality, food

spoilage, correct handling procedures, allowable and recommended

temperatures, etc.), and checking and control procedures

12.2 HEALTH & SAFETY

These are hazards in any establishment and their prevention is of tremendous

importance. While the management is ultimately responsible for the prevention of

accidents, the housekeeper, along with other department heads, should endeavor to see

that her staffs are safety conscious.

Therefore the housekeeper has a great responsibility for making sure that her staff is

aware of the common causes of accidents and of the necessary precautions to be taken to

comply with the 1974 Health and Safety at Work etc. Act.



Under this Act the employer must provide:

And maintain equipment and provide safe working practices;

For correct storage, handling and transporting of articles and substances with

maximum safety;

Information, instruction, training and supervision to

ensure the health and safety of employees;

Safe exit and access to place of work;

A good working environment without risk to health and with adequate facilities

(WCs, rest rooms etc.);

A written statement of general policy which should be displayed by employers

with more than five employees and it must be amended as necessary.

12.3 CUTS & BURNS

Cuts and abrasion

Because of:

Careless placing of razor blades;

Careless disposal of broken glass;

Careless opening of tins;

Absence of kneeling mats for cleaners;

Falling objects;

Objects poorly stacked and shelves over laden.

Burns, scalds and asphyxiation

Because of:

Careless lighting of gas equipments;

Absence of fire guards;

Carelessness on the part of smokers;

Newspapers, periodicals etc. left too near a fire;

Careless positioning of portable heaters;

Covering of heaters and lamps with clothing, towels and similar articles;

Sun‟s rays striking a concave (shaving) mirror;

Hot water bottles being filled direct from gas or electric hot water heaters;

Careless filling of hot water bottles from kettles;

Too-hot water from shower sprays;

Use of certain plastic materials which produce noxious fumes when they catch

fire;

Fire stop doors being propped open by wedges and other articles;

Careless use of electric irons and other electrical equipment;



Faulty electrical equipment;

Misuse of electricity by overloading;

Flexes under rugs and carpets.

Electric shock can cause burns and even death and may be the result of

Touching bare live wires;

Handling appliances which are not properly earthed and so are „live‟;

Handling appliances with wet hands.

12.4 ACCIDENTS

Any accident at work, either to guest or staff, should be reported immediately to management or the Health and Safety Officer. It is a legal requirement under the Health and Safety at Work etc. Act 1974 that a record is kept of all accidents; this is particularly important because of the Industrial Injuries Act whereby staff may be entitled to claim compensation. The accident book and report form should be completed at the time of the accident or as soon after as possible by the injured person or his supervisor. It should state:

Personal particulars of person injured e.g. name, address, age, occupation;

date and time of accident;

place of the accident;

injury sustained;

cause and / or description of the accident;

what the person was engaged in at the time;

treatment given and by whom;

names of witnesses.

Prevention of accidents

Unless precautions are taken accidents may easily occur and the housekeeper should

therefore see that her staff are made aware of the problems and are instructed in the:

Use of correct working methods;

Need for tidiness in their work;

Need for storing things in their right places;

Dangers of floor surfaces being left wet, over polished, etc.;

Necessity of reporting surface and articles in need of repair or replacement;

Advisability of wearing suitable shoes, and clothes which are not constricting;

Need for warning signs on wet floors;

Need for hazard spotting.

Prevention of fire

As in the prevention of personal injury every precaution possible should be

taken against fire.



Staff should be made aware of such dangers as:

Smoking in bed, in such unsafe places as bedding and linen stores and in areas

where cleaning polishes and rags are kept;

Leaving chute doors open;

Using electric light bulbs that are too strong in lamps;

Not reporting faulty electrical equipment, sockets etc;

Not unplugging electrical appliances e.g. TV;

Leaving cameras and magnifying glasses where the sun can catch them.

A record of training (including fire practices) has to be kept (as in the prevention

of personal injury) and the record signed by both trainer and trainee.

The housekeeper should make provision for:

Sufficient and suitable ashtrays;

Suitable waste paper bins;

Flame resistant and non-toxic furnishing materials

12.5 FIRE EMERGENCY-FIRE & PERSONAL INJURY

In the event of a fire:

Operate nearest fire alarm;

Attack fire if no persona risk;

Close windows, switch off electrical appliances;

Close door and report to immediate superior;

Carry our instructions, e.g. rouse guests, make sure rooms empty etc;

Report to assembly point for roll call;

Do not use lifts.

Fire fighting equipment

This includes: Buckets of water – easily used but unless they are checked frequently there maybe insufficient water in them at the time of an emergency. Buckets of sand – useful for smothering small fires and may be used if perfectly dry on electrical fires. Hose reels – more effective than buckets of water or soda acid (water) extinguisher; can extend up to 36 m.

Extinguishers

Soda acid (water)red - used for wood, paper, fabrics etc.

Powder blue - used for all risks, flammable liquids and gases

Foam cream - used for flammable liquids, oils, fats etc.

BCF (halon) green - used for electrical and flammable liquids

CO2black - used for electrical and flammable liquids

Fire blankets – used for smothering fires.



12.6 LESSON SUMMARY

Every organization has a safety risk to both staff and customers. To minimize the risk of

injury to staff and customers, staff needs to acknowledge and practice certain safety

procedures. The safety of staff is regulated by the Occupational Health and Safety Act

and Regulations. All organizations need to subscribe to legislative procedures in order

to ensure the safety of staff and customers.

Culinary staff that cut themselves accidentally at work, as often happens while slicing

food products, have to immediately stop handling food, and report to their Executive

Chef and to the person in charge of First Aid.

12.7 KEY WORDS

Hazards- danger, risk, vulnerability Endeavor- try, attempt, effort Asphyxiation- to deprive a person or animal of oxygen, or be deprived of oxygen, usually leading to unconsciousness or death Compensation – reward, payment, damages

Smothering – overpower, repress, suffocate Extinguisher- somebody or something that puts an end to something else or eliminates its effects


1. Write in short about Health & safety?

2. Write in short about safety precautions cuts & burns?

3. Write in detail about accident & prevention of accidents?

4. Write about Fire Emergency, Fire & personal injury?

12.9 REFERENCES


Books.


Sons New York.


Publishing Co. Ltd.


Edward Arnold, London.









UNIT- 13

TEXTILES AND TYPES OF FIBERS

CONTENTS

14.0 Objectives

14.1 Introduction

14.2 Types of Textiles

14.3 Type of Fibers

14.4 Carpets

14.5 Carpet problem

14.6 Lesson Summary

14.7 Key Words


14.9 References

14.0 OBJECTIVES



◘ various types of textiles & fibers used in carpets

◘ Carpet problems & its remedies.

14.1 INTRODUCTION

The certainty of the origin of the carpets would always continue to be shrouded in

mystery. However, it is definitely out of the debate that woven forms of floor coverings

were present during the Neolithic Age (7000BC).

The very mysteries of how the carpet actually came into existence would always remain

the same in the absence of the documentary evidence. However, according to Enza

Milanesi‟ The Little Brown Guide to Carpets‟ there are two theories to ponder upon.

The first theory says that the carpets were invented to serve the practical purpose of the

rough nomadic populations. They were thickly knotted to protect the people from

adverse climatic conditions. This also served the purpose of them not to give up their

valuable animals for their hides. Therefore, it also fulfilled their original intention of no

direct contact with the ground.

It is believed that such carpets came as rudimentary forms of floor coverings what we

see today. Evolved since the early times, the previous forms of the decorated tents of the

nomadic lifestyle were specimens, uniquely colored and decorated with the particular

sorts of pattern and established beautification styles. In addition, they wove on the

vertical loom that could be dismantled and transported easily.

14.2 TYPES OF TEXTILES

Carpet can be made from many single or blended natural and synthetic fibers. Fibers are

chosen for durability, appearance, ease of manufacture, and cost. In terms of scale of



production, the dominant yarn constructions are polyamides (nylons) and

polypropylene with an estimated 90% of the commercial market.

Nylon

Nylon is the most common material for construction of carpets. Both nylon 6 and nylon

6-6 are used. Nylon can be dyed topically or dyed in a molten state (solution dying).

Nylon can be printed easily and has excellent wear characteristics. In carpets Nylon

tends to stain easily because it possesses dye sites on the fiber. These dye sites need to be

filled in order to give Nylon any type of stain resistance. As nylon is petroleum-based it

varies in price with the price of oil.

Polypropylene

Polypropylene is used to produce carpet yarns because it is inexpensive. It is difficult to

dye and does not wear as well as wool or nylon. Polypropylene is commonly used to

construct Berber carpets. In this case, polypropylene is commonly referred to as olefin.

Large looped olefin Berber carpets are usually only suited for light domestic use and

tend to mat down quickly. Berber carpets with smaller loops tend to be more resilient

and retain their new appearance longer than large looped Berber styles. Commercial

grade level-loop carpets have very small loops, and commercial grade cut-pile styles are

well constructed. When made with polypropylene these styles wear very well, making

them very suitable for areas with heavy foot traffic such as offices. Polypropylene

carpets are known to have good stain resistance but not against oil based agents. If a

stain does set, it can be difficult to clean. Commercial grade carpets can be glued directly

to the floor or installed over a 1/4" thick, 8-pound density padding. Outdoor grass

carpets are usually made from polypropylene.

Wool and wool-blends

Wool has excellent durability, can be dyed easily and is fairly abundant. When blended

with synthetic fibers such as nylon the durability of wool is increased. Blended wool

yarns are extensively used in production of modern carpet, with the most common

blend being 80% wool to 20% synthetic fiber, giving rise to the term "80/20". Wool is

relatively expensive and consequently a small portion of the market.

Polyester

The polyester known as "PET" (polyethylene terephthalate) is used in carpet

manufacturing in both spun and filament constructions. After the price of raw materials

for many types of carpet rose in the early 2000s, polyester became more competitive.

Polyester has good physical properties and is inherently stain-resistant because it is



hydrophobic, and, unlike nylon, does not have dye sites. Color is infused in a molten

state (solution dyeing). Polyester has the disadvantage that it tends to crush or mat

down easily. It is typically used in mid- to low-priced carpeting.

Acrylic

Acrylic is a synthetic material first created by the DuPont Corporation in 1941 but has

gone through various changes since it was first introduced. In the past Acrylic used to

fuzz or pill easily, this happened when the fibers degraded over time and short strands

broke away with contact or friction. Over the years Acrylics have been developed to ease

some of these problems although the issues have not been completely removed. Acrylic

is fairly difficult to dye but is colorfast, washable and has the feel and appearance of

wool making it an ideal rug fabric.

14.3 TYPES OF FIBERS

Until human beings learned to defy the law of gravity carpets and floors will be marked

on, spilled down tracked in own, crushed and eventually worn down. In a lodging area

carpets and floors are worked on any thousands of feet everyday. As a result they can

become morn and dirty very quickly. A soiled stained or faded carpet or floor creates

one impression in the minds of guest i.e., poor care and maintenance.

Now day‟s new kinds of floor covering, cleaning solutions and maintenance equipments

appeared on the market. Executive house keeper must keep up with these advances to

develop effective cleaning procedure and keep effective, cleaning procedures and make

recommendation about purchasing equipment or contracting carpet or floor cleaning

services before getting in to the topic let us know about the type of carpets.

1. Tufted Carpet

This is a carpet constructed with either bulk continuous filaments fibers or staple

fibers.

a. Bulk continuous filament fibbers

This is one continuous strand or carpet. In this type of carpets the needles on a

large machine pull the face fibers through the carpets backing to form loops. These

loops may be long short or cut in various lengths to give a pattern to the finished

carpet.

b. Stapled fibers

These are short 7-10 inches are twisted together to form long strands. These

staple fibers are available in wool and other natural fibers.



14.4 CARPETS

1. Woven carpets

These carpets are available only in narrow width strip that are attached together.

They can be categorized as a better carpet if properly installed and maintained.

2. Nylon carpets

The 80% of these types of carpets are manufactured in United States. It holds it

shape and color well, cleans easily and cast much less than wool. If it is

maintained properly, it promotes less bacterial growth.

3. Wool carpet

The people who buy and sell carpet agree that wool is good looking durable and

easily cleaned. But it is very expensive. The carpets are well suited for lodging

properties because the indentation caused by furniture legs, etc. can be removed

easily by application of moisture and low heat. It is easily to be cleaned.

14.5 Carpet problems

1. Pile distortion

This is a general term for a no. of problems caused in the carpets. This occurs

when the carpet receives heavy foot or equipment traffic. This is due to improper

cleaning.

Pile distortion is hard, to remedy this can be reduced by preventing runners, and

furniture glides, crushing.

2. Shading

This is caused when the carpet is brushed in two different directions so that dark

and light areas appear.

3. Fading

Every carpet will fade with time. Premature fading may occur if the carpet is

improperly cleaned. Improper cleaning and spot removal can do more damage.

4. Wicking

It is also known as browning. It occurs when the backing of the carpet becomes

wet and the face yarns draw the moisture and colour of the backing to the surface

of the carpet. It can be prevented by promptly attending to spills and by following

proper cleaning procedure.

Using vinegar or synthetic citric acid solution can prevent browning.

5. Mildew

This forms when moisture allows mold in to the carpets to grow. It causes

staining, odor and rotting.



6. Shedding

Short pieces of fibers are often trapped in the carpet when it is manufactured. As

the new carpet is marked pieces work themselves to the surface of the carpet and

can make a new carpet look. Shedding will eventually stop. In the meantime

frequent vacuuming will prevent the carpet from looking littered. This will help to

remove the pilling or by gently cutting lose fibers from the carpets with scissors.



14.6 LESSON SUMMARY

A carpet is a textile floor covering consisting of an upper layer of "pile" attached to a

backing. The pile is generally either made from wool or a manmade fiber such as

polypropylene, nylon or polyester and usually consists of twisted tufts which are often

heat-treated to maintain their structure.

The term "carpet" comes from Old Italian carpita, "carpire" meaning to pluck. The term

"carpet" is often used interchangeably with the term "rug." Some define a carpet as

stretching from wall to wall. Another definition treats rugs as of lower quality or of

smaller size, with carpets quite often having finished ends.

Historically the word was also used for table and wall coverings, as carpets were not

commonly used on the floor in European interiors until the 18th century, with the

opening of trade routes between Persia and Western Europe.

14.7 KEY WORDS

Shrouded- masked, cloaked, covered Mystery- secrecy, anonymity, unknown Debate- discuss, argue, dispute Nomadic - Nomadic Rudimentary – basic, elementary, simple Specimens- example, sample, variety Dismantled- take to pieces, take apart Hydrophobic - not dissolving in, absorbing, or mixing easily with water

Defy – challenge, confront, resist

Indentation – pockmark, notch, dimple Distortion – bend, buckle, twist 14.8 QUESTIONS TO SOLVE

1. Write in short about Carpet?

2. Mention the different type of textiles used for carpet?

3. Mention regarding the fibers used in carpet?

4. Mention the different type of carpet problem?

14.9 REFERENCES


Sons New York.


Publishing Co. Ltd.





UNIT- 14

BED-MAKING

CONTENTS

14.0 Objectives

14.1 Introduction

14.2 Bed Making Procedure

14.3 Types of Service

14.3.1 Morning Service

14.3.2 Second Service

14.3.3 Evening Service

14.4 Types of bed

14.5 Standard sizes of bed

14.5.1 US sizes

14.5.2 UK sizes

14.5.3 European sizes

14.6 Lesson Summary

14.7 Key Words


14.9 References

14.0 OBJECTIVES



◘Bed, types and sizes of bed

◘Procedure for bed making.

14.1 INTRODUCTION

A guest turns up to a hotel for a comfortable stay. He spends a considerable time in the

bed. Some guests will spend most of their day in bed. Other guest may just use in the

night time alone. A clean, wrinkle-free bed is important for all guests. It is the duty of

Housekeeping Department to keep the guest bed neat and clean.

In this lesson, details are provided covering various types of beds, universal bed sizes

and common standards of bed sizes prevalent in different countries. Further, procedure

for making a guest bed is explained in detail.

14.2 BED MAKING PROCEDURE

Bed making is the technique of preparing different types of

bed to make a guest comfortable or his/her position suitable

for a particular condition. Learning the proper procedure for

making a bed helps to ensure the guest‟s comfort and sense

of well-being. The bed is an important part of the guest‟s



hotel environment.

Procedure for Making a Bed

1. Remove soiled sheets and pillow cases and shake out individually. Check linens for

dentures, hearing aids, jewelry, glasses, face tissues, or anything else belonging to the

guest before stripping the bed.

2. Turn the mattress side-to-side on succeeding days followed by end-to-end turning.

Smooth out the mattress to air it out.

3. Shake out the mattress protector and relay it on the mattress. Change the protector

that is soiled or smelling.

4. Open out the fresh lower sheet evenly and tuck it securely at the head, foot and the

sides.

5. Open out fresh top sheet and distribute it evenly over the lower bed sheet. Ensure that

the laundry creases are in the same line as the inner sheet for even distribution. The

sheet then should be evenly pulled up to the headboard. Tuck this sheet at the foot.

6. Open out the blanket and place it evenly on the top sheet using the crease as described

earlier for even distribution. Ensure that the blanket labels are at the foot.

Pull the blanket 4 inches from the headboard.

7. Fold the top sheet, at the head of the bed over the blanket and fold the sheet and

blanket once again.

8. The blanket and the top sheet are together tucked uniformly on both sides while the

comers at the foot of the bed are neatly mitered.

9. Cover pillows with fresh pillow slips. Fluff the pillow and even out pillow slips to

look neat and tidy. Since pillow slips are larger than the pillow the excess slip should be

neatly folded downwards. The side of the pillow which has the fold should be away

from guest view. .

10. Cover completed bed with the bed spread / bed cover ensuring that it is right side

up and is falling evenly all around the bed. Keep extra bed spread toward the

headboard to crease in between the pillows so as to make the bed look appealing. The

bed spread corners should be aesthetically done. Put spare blankets in the upper most

shelf of the wardrobe in case required by the guest. Blankets are folded in such a manner

that the hotel logo appears on the top.

14.3 TYPES OF SERVICE

There are three types of services

Morning service

Second service

Evening service

14.3.1 Morning service

In morning service we do the thorough cleaning of rooms. There are various procedures

of cleaning a room. They are as under



Room cleaning procedure

Switch off the room air conditioner or heating

Draw all curtains and open the windows for airing the room

Remove soiled linen from bedroom and bathroom

Shake out all linen to ensure that no guest articles are lost in the folds of linen

Put soiled linen in linen hamper

Check for maintenance requirements and report the same to the control desk and

enter in check list

Check for lost and found in departure rooms and report to the supervisor desk.

Contact room service to remove used trays

Turn the mattress side – to side on succeeding days followed by end – to end

turning

If a vacuum cleaner is not available, brush the carpet first to enable the dust to

settle while doing the next task

Empty all ash trays into the waste paper basket

Collect other loose trash on tables and floors and throw them in the waste paper

basket

Pick up guest cloths and hang in closet or place in dresser

Collect all loose papers or magazines and stack them neatly on the desk

Clean all the surfaces in single circular motions with a dry cloth. Use a hand

dustpan to collect any unwanted matter on the surface without lifting dust in the

air. Ensure that all surfaces are spotlessly clean

Pay special attention to nooks and corners especially those points that may not

obviously be visible to the guest eye.

Use vacuum on furniture arms, backs and seats

Replace, if necessary, stationary as prescribed by management

Dust and replace each item on dresses, bureaus and desks

Clean lamp shades with a clean dry duster

Disinfect telephone mouthpiece with dettol.

Clean mirror with a dry cloth first and then with a damp news paper to make it

sparkling

Dust closet, shelves, hangers and drawers and rods. Brush the closet floor.

Supply new laundry bags and replace missing hangers

Dust both sides of all room doors, base boards, window sills, inside and out close

windows

If a vacuum cleaner is available then vacuuming of carpet should be done

Arranging furniture if necessary

Switch on the air conditioning or heating on the minimum temperature for a

departure room and at the same temperature the guest has left it for an occupied

room



Have a last look at the room referring to the checklist for completion of work

Bathroom cleaning procedure

Open all windows and exhaust vents

Shake out all soiled bathroom linen and deposit in the linen hamper

Collect all trash in bathroom waste basket, and deposit in the trash hamper

Clean the ceiling and air conditioning vents for cobwebs

Wipe all light bulbs and shades with dry cloth

Check all bulbs are working

Wipe tile walls using a sponge or damp cloth and follow with dry cloth

Clean mirror with dry cloth, damp newspaper and finally with dry cloth

Wipe & dry the shower curtains with a sponge

Scrub and dry wash basin and its area

Scrub and clean, dry the bath tubs

Scrub the toilet

Replenish fresh bath linen and guest supplies as per the number of person in the

room

Scrub the floor to ensure it dry

Close the windows

Shut all light

Use air freshener

Close the bathroom door

14.3.2 Second Service

This is a service provided on the specific request of a guest. This normally happens

when a guest has/had a party or meeting in his room to be put in order as a

consequence. The following matters would normally be attended

Remove soiled dishes, bottles and glasses

Remove room service trays, if any

Dust the room where necessary

Replace used guest supplies

Empty and clean ash trays and waste basket

Arrange the bed properly

Replace soiled bathroom linen

Flush the toilet bowl and dry the area around the sink

Use air freshener if necessary

Replace water tumblers and fill water flasks with fresh water



14.3.3 Evening Service

All rooms require an evening service mostly to prepare the room for the night. This

service should be done prior to the guest retiring for the night. Following is the

procedure:

Knock at the door and enter the room as per the procedure

Put floor lights switch on mainly to ensure that all lamp bulbs are functioning

Draw the heavy curtains

Hang guest cloths if lying around

Take off bed cover, fold neatly and store in the room cupboard, either in the

topmost or lowermost shelf

Fold one corner of the blanket to enable a guest to slide in to bed

Place the breakfast knob order card along with rose/chocolate/sweet/good

night card on the pillow

Remove soiled glasses and bottles if any

Replenish fresh glasses and fill the water flask with drinking water

Empty and clean ashtrays and waste basket

Replace soiled towels

Replenish missing toiletries and other supplies

Set room temperature

Turnout all lights except passage lamp as prescribed

Lock the door properly

14.4 TYPES OF BED

1. An adjustable bed is a bed that can be adjusted to a number of different positions.

2. An air bed uses an air-inflated mattress, sometimes connected to an electric air pump

and having firmness controls.

3. A box-bed is a bed having the form of a large box with wooden roof, sides, and ends,

opening in front with two sliding panels or shutters; often used in cottages in Scotland:

sometimes also applied to a bed arranged so as to fold up into a box.

4. A daybed is a couch that is used as a seat by day and as a bed by night.

5. A futon is a traditional style of Japanese bed that is also available in a larger Western

style.

6. A Murphy bed or wall bed is a bed that can hinge into a wall or cabinet to save space.

7. A pallet is a thin, lightweight mattress.

8. A platform bed is a mattress resting on a solid, flat raised surface, either free-standing

or part of the structure of the room.

9. A roll-away bed (or cot) is a bed whose frame folds in half and rolls in order to be

more easily stored and moved.

10. A sofa bed is a bed that is stored inside a sofa.



11. A vibrating bed is typically a coin-operated novelty found in a vintage motel. For a

fee, the mattress vibrates for duration of time. This is supposed to counter body ache

and relax.

12. A waterbed is a bed / mattress combination where the mattress is filled with water.

14.5 STANDARD SIZES OF BED

Modern manufacturing conventions have resulted in a limited number of standard sizes

of commercial bedding for mattresses and box springs. They vary with the country of

origin.

14.5.1 U.S. Sizes:

Twin Extra Long 38 × 80 in (0.99 × 2.03 m) this size is fairly popular in college

dormitories.

Three Quarter 48 × 75 in (1.22 × 1.90 m) often (47-48) X 72 in. This size is considered

obsolete by the major manufacturers.

Super Single 48 × 84 in (1.22 × 2.13 m) Olympic Queen 66 × 80 in (1.68 × 2.03 m) a

novelty size by Simmons.

California Queen 60 × 84 in (1.52 × 2.13 m)

Eastern King 76 x 80 in (1.93 x 2.03 m) An alternate name for a U.S. King.

California King 72 × 84 in (1.83 × 2.13 m) A common size on the West Coast of the

United States. Also called a Western King, West Coast King, or WC King.

Long King 72 x 104 in (1.83 m × 2.64m)

14.5.2 U.K. Sizes:

Small Single 30 × 75 in (0.76 × 1.91 m)

Super Single 42 × 75 in (1.07 × 1.91 m)

Small Double 48 × 75 in (1.22 × 1.91 m) also called three quarter

Normal Double 54 x 75 in (1.37 x 1.91 m)

14.5.3 European Sizes:

Normal Size 80 cm bed or 80 x 200 cm bed.

Extra Small Single (30 × 79 in) 0.75 × 2 m

Small Single (31 × 79 in) 0.8 × 2 m

Large Single (39 × 79 in) 1 × 2 m



14.6 LESSON SUMMARY

Bed is a furniture item, made up of foam mattress normally used to relax, rest, nap or

sleep. Beds come in a wide array of shapes and sizes. Most countries have a standard set

of four sizes of mattresses.

Bed making is the technique of preparing different types of bed to make a guest

comfortable or his/her position suitable for a particular condition. In this lesson, you

have also learnt about the procedures for making a bed.

14.7 KEY WORDS

Soiled - dirty grubby, mucky

Aesthetically - Of or concerning the appreciation of beauty or good taste

Vents – an opening, as in a wall, serving as an outlet for air, smoke, fumes

Replenish- stock up, restock, refill

Novelty – innovation, originality, newness

Vintage – era, classic, traditional


1. Write in detail about Bed Making Procedure?

2. What is meant by morning Service?

3. What are the aspects of Second service?

4. Mention the Evening service?

5. What are the different types of Bed?

6. Mention the Standard sizes of bed?

14.9 REFERENCES


Publishing Co. Ltd.


Edward Arnold, London.




Books.



UNIT-15

TYPES OF BUDGETS

CONTENTS

15.0 Objectives

15.1 Introduction

15.2 What is Budget?

15.3 Capital Budget

15.4 Operational Budget

15.5 Lesson Summary

15.6 Key Words


15.8 References

15.0 OBJECTIVES



◘ Regarding, Budgeting in Hotel Housekeeping.

◘ should understand the aspects of Capital Budget & Operational Budget

15.1 INTRODUCTION

Budgeting set-up depends on the function of the hotel or facility. A hotel or facility can

be smaller or larger scale operated. The larger they are the more complex it gets.

In a smaller scale hotel or facility usually there is Front Office, Housekeeping and

Maintenance and the expenses are controlled mainly by the Owner through the General

Manager. They were the key decision maker in preparing the yearly budget with the

assistance of an accountant or accounting firm. The budgeted amount needed to operate

for the whole year is based on the expenses incurred on the previous years and other

related occasions that will affect the preparation of budget for the coming year.

15.2 WHAT IS BUDGET?

A budget is a plan of expenditure and if there is to be any control of costs throughout the

establishment, budgeting is essential. The housekeeper is one of those concerned with the

preparation of a budget for the department.

-The housekeeper estimates the expenditure for the department for a specified period,

which is generally a year. The longer the financial period, obviously, the more difficult it

is to forecast the requirements and relevant costs for the department.

There are three broad areas to be considered when preparing the budget:

wages and salaries;

operating costs (supplies, services etc.)



capital expenditure (equipment usually with a life of five years or more or

over a fixed sum of money).

Higher priority ratings are normally given to replacements than to additions.

The housekeeper should realize that changes may occur in such external factors as the

labor market, the commodity market and in legislation, and these may all have a bearing

on her estimation of the expenditure of the department over the next financial year.

An advantage in preparing a budget is that it provides the opportunity to take a critical

look at the costs of the department, review past planning and present accomplishments

and then to take appropriate steps to accomplish more in the coming financial period. In

this connection it maybe beneficial for the housekeeper to look more closely at the cost of

such things as:

servicing of a room;

cleaning of a particular area;

servicing of early morning teas;

night service, i.e. „turning down‟;

overtime compared with extra staff;

hiring compared with owning linen, equipment etc;

checking of linen;

using non-iron linen with or without laundry on premises;

office supplies, handwritten versus duplicated versus printed lists;

re-upholstering versus purchasing new;

use of contracts;

bulk buying.

15.3 CAPITAL BUDGET

Capital budget is the expenditure on assets that have a longer life and are more

expensive.

E.g.: vacuum cleaners, carpets, furniture, curtains, linens, etc.

Capital budget incurs on

1. Renovation of rooms

2. Renovation of public areas

3. Addition of rooms

4. Addition of public areas

5. Replacement of equipment

6. Replacement of carpets

7. Replacement of furniture and fixtures

8. Introduction of automation in the department.



How to prepare a capital budget

A capital budget should be prepared with great care as it involves large some of

money. The following steps should be taken into consideration while preparing a

capital budget.

1. Reliability of suppliers operation

2. Quality of product

3. Cost factor of product

4. Whether the supplier meet time parameters of supply

5. Whether the supplier meet your special specification

6. Transportation charges

7. Handling charges

15.4 OPERATIONAL BUDGET

It is the expenditure on item of daily or short term consumption

E.g.: Guest supplies, cleaning supplies, salaries, wages, etc.

Operational expenditure incurs on

1. Cleaning supplies : Detergents, brasso, duster, cloth, etc.

2. Guest supplies : Guest stationary, soaps, tissue, sewing kit,

hangers, etc.

3. Office stationary & postage : Memo pads, formats, writing implements,

stamps, pens, etc.

4. Tailor shop expenses : Thread, needles, buttons, etc.

5. Cleaning equipments : Brooms, mops, buckets, etc.

6. Salaries or wages : It includes in addition retirement benefits,

bonus, allowances, etc.

7. Heat light & power : Air-conditioning, heating, electricity

consumption, etc.

8. Repair & maintenance : Expenses on maintenance of furniture,

fixtures & equipments.

9. Local travel : Traveling expenses, visit to suppliers, staff

transportation.

10. Horticultural expenses : Landscaping, seeds, manure, nursery pots,

sapling.

Florist : Flowers, flower holders, vases

Pest control : Insecticides, pesticides.

11. Laundry : Washing materials.



15.5 LESSON SUMMARY

Budgeting is one of the main planning activities of an executive housekeeper. It is the

process by which, based on the actual performance of establishments in the past,

estimates of expenditure and receipts are made and adjusted for forecasting future

outcomes. Budget can be defined in many ways:

A budget is a plan by which resources required to generate revenues are allocated. A

budget is a plan which projects both the revenues the hotel anticipates during the period

covered by the budget and the expenses required to generate the anticipated revenues.

15.6 KEY WORDS

Renovation- renewal, restoration, redecoration

Estimation – assessment, evaluation, guess

Bulk – mass, volume, immensity

Expenditure – spending, expenses, costs

Replacement- substitute, alternate, proxy

Reliability – dependability, consistency, trustworthiness


1. Explain Budget, and advantages of budgeting in Housekeeping?

2. What aspects are included in Capital Budget?

3. What aspects are included in Operational Budget?

15.8 REFERENCES


Sons New York.


Publishing Co. Ltd.





UNIT – 16

MAINTENANCE

CONTENTS

16.0 Objectives

16.1 Introduction

16.2 Maintenance Department

16.2.1 Electrical work

16.2.2 Boiler work

16.2.3 Mechanical work

16.2.4 Plumbing work

16.2.5 Civil work

16.2.6 Carpentry work

16.3 Staff Organization: Inventory

16.3.1 Chief Engineer

16.3.2 Maintenance Assistants

16.4 Lesson Summary

16.5 Key Words


16.7 References

16.0 OBJECTIVES



◘Various works of a maintenance department.

◘Inventory of Staff Organization

16.1INTRODUCTION

This very department maintains the property's structure and grounds as well as

electrical and mechanical equipment. Some hotels might have this very division under

different names, such as maintenance division, property operation and maintenance

department

16.2 Maintenance department

The maintenance department is responsible for the provision of engineering facilities

that contribute to the comfort of guest and increase the efficiency of staff. The

housekeeping department depends on maintenance to keep things in order. While

carrying out their schedule work, housekeeping employee may find some deficiencies in

the hotel facilities, such as faulty electric plugs, dripping faucets, leaking pipes, or

malfunctioning air-conditioning units or WC cisterns. The housekeeping department

often takes the first steps in maintenance functions for which the maintenance is

ultimately responsible. However, these deficiencies and faults should be immediately

reported to maintenance. A need for urgent repairs is reported to maintenance over



telephone and these requests are usually dealt with promptly if the rapport between the

two departments is good.

There are various heads under which maintenance work is done:

16.2.1 Electrical work – Air conditioning and heating, fused bulbs, lights and lamps that

are not functioning, defective plugs and plug points, short circuits and faulty geysers,

refrigerator and mini bars fall under this category.

16.2.2 Boiler work – This is necessary to maintain a supply of hot water to guestrooms.

16.2.3 Mechanical work – This entails repair or replacement of any faulty equipment,

such as vacuum cleaners, ice-cube machine and so on.

16.2.4 Plumbing work – This deal with faulty faucets, showers, drainage systems, water

closets and so on.

16.2.5 Civil work – Any masonry work comes under this head.

16.2.6 Carpentry work – Broken or shaky furniture mirrors, and cupboards in less than

peak condition and fresh woodwork are all part of this.

To look at it another way, in terms of frequency, urgency and complexity of the job,

there are three levels of maintenance work:

16.3 STAFF ORGANIZATION: INVENTORY

Perhaps more so than any other department, the talent employed m the maintenance

staff crucially affects a hotel's profitable operation. This is true because so much of a

guest's impression of the quality of a hotel is dependent on the work of the maintenance

department. Thus, the quality of the maintenance staff-and the quality of their work

will, in the guest's eyes, represent the quality of the hotel. When maintenance work is

performed poorly or not at all, it shows. The solution to this problem lies in the selection

of an excellent maintenance department head and appropriate assistants.

16.3.1 Chief Engineer

In the hotel industry, the head of E&M is referred to as the chief engineer or

maintenance chief .This person has a significant role to play on the executive committee

and as the leader of one of the hotel's most important departments.

In smaller hotels the chief engineer may take a very hands-on role in the

maintenance effort. Tins could involve actually performing maintenance and repair

tasks. In larger hotels with larger staffs, the chief engineer serves a more administrative



role that consists of planning work, organizing staff, directing employee efforts, and

controlling the maintenance budget. Regardless of a hotel's size, the chief engineer must

be well organized, pay great attention to detail, and be a cooperative member of the

management team.

16.3.2 Maintenance Assistants

In addition to the chief engineer, the E&M department will employ one or more

individuals with varying degrees of skill in the areas of:

• Engineering

• Mechanics

• Plumbing

• Electricity

• Carpentry

• Water treatment (for pools and spas)

• Landscaping

• Grounds maintenance

The needs of a specific hotel will dictate the actual skill, makeup, and number of

E&M staff required. It is difficult to find one person skilled in all of the technical E&M

areas encountered in a hotel. When the skills or manpower needs of an E&M

department exceed the capabilities of the in-house staff, the chief engineer and the G.M.

must decide to outsource work. The ability to effectively determine which tasks are best

performed by in-house E&M staff versus being contracted to outside help is the real

mark of an excellent chief engineer.



16.4 LESSON SUMMARY

The maintenance or engineering department and front office communicate on room

status and requests for maintenance service. Maintenance employees must know the

occupancy status of a room before attending to plumbing, heating, or air-conditioning

problems. If the room is reserved, the two departments will work out a period so the

guest will be able to enter the room or be assigned to another room. Cooperative efforts

produce the best solutions to sometimes seemingly impossible situations.

Likewise, the requests from guests for the repair of heating, ventilating, and air-

conditioning units; plumbing; televisions; and other room furnishings are directed to the

front desk. These requests are then communicated to the maintenance department. The

front desk clerk must keep track of the repair schedule, as guests want to be informed of

when the repair will be made.

16.5 KEY WORDS

Faucets - a valve operated by a handle that controls the flow of a liquid, especially from

pipes supplying water

Cisterns - a tank for storing water, especially one connected to a toilet

Entails – involve, require, necessitate

Rapport – relationship, understanding, connection


1. What are the responsibilities of a maintenance department?

2. What are the different sections, and what they do deal with?

3. Write in short about staff organization Inventory?

16.7 REFERENCES


Sons New York.


Publishing Co. Ltd.

