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HOTEL HOUSE KEEPING BOOK

Text of 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

  • 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

    Compiled & Printed by ECDL Educations Pvt. Ltd. Page 4

    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

  • Hotel Housekeeping, Semester- Second

    Compiled & Printed by ECDL Educations Pvt. Ltd. Page 6

  • Hotel Housekeeping, Semester- Second

    Compiled & Printed by ECDL Educations Pvt. Ltd. Page 7

  • Hotel Housekeeping, Semester- Second

    Compiled & Printed by ECDL Educations Pvt. Ltd. Page 8

  • Hotel Housekeeping, Semester- Second

    Compiled & Printed by ECDL Educations Pvt. Ltd. Page 9

    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

    Compiled & Printed by ECDL Educations Pvt. Ltd. Page 10

    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

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