Hotel Housekeeping, Semester- Second
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Hotel House Keeping
Diploma
In Hotel & Hospitality Management
First Semester
Subject Code-HM-23
School of Distance Education
Karnataka State Open University, Karnataka
Hotel Housekeeping, Semester- Second
Compiled & Printed by ECDL Educations Pvt. Ltd. Page 2
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
Hotel Housekeeping, Semester- Second
Compiled & Printed by ECDL Educations Pvt. Ltd. Page 3
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..
Hotel Housekeeping, Semester- Second
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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
UNIT Topic Contents Page No.
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
UNIT Topic Contents Page No.
9 Stain Removal 9.1 Stain removal agents 51
Hotel Housekeeping, Semester- Second
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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
UNIT Topic Contents Page No.
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
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Hotel Housekeeping, Semester- Second
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Hotel Housekeeping, Semester- Second
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Hotel Housekeeping, Semester- Second
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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
Hotel Housekeeping, Semester- Second
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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. Dcor: 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 b
