Housekeeping Attendant (Manual Cleaning)

Housekeeping Attendant (Manual Cleaning) Student Workbook Written and Published by: Shri Technologies #401, Bashyam Kamineni Residency, Yousufguda, Hyderabad -500 045. Phone :040-66 33 77 88,66 366 789, [email protected] Web: www.shritechnologies.com



Contents 1 3Session 1: Introduction to Tourism and Hotel Industry 6Session 2: Job Description 13Session 3: Types of Hotels & Rooms 15Session 4: Rules for Housekeepers 18Session 5: Different Departments of the hotel 20Session 6: Housekeeping—Principles 22Session 7: Dress Codes & Uniforms of Housekeeping 25Session 8: Personal Hygiene 26Session 9: Characteristics of Housekeeping Personnel 27Session 10: Presentation 28Session 11: Motivation 29Session 12: Ethics & Values 33Session 13: Interpersonal Skills 34Session 14: Stress Management 36Session 15: Departments in Hotels 37Session 16: Co-ordination with all departmentsSession 17: Customer

Contents 38 39Session 18: Control System 43Session 19: Housekeeping Department 47Session 20: Housekeeping—Cleaning Equipment 50Session 21: Cleaning Agents or Chemicals 52Session 22: Principles of Cleaning & Cleaning Procedures 56Session 23: Different Cleaning Techniques 60Session 24: House Keeping—Cleanings 67Session 25: Guest rooms, room components & Key 74Session 26: Housekeeping Trolley (Maid Cart) 77Session 27: Making Beds 83Session 28: House Keeping — Standard Procedures 87Session 29: House Keeping — Linen Maintenance 91Session 30: House Keeping— Coordination & Work Records 94Session 31: House Keeping— Guest Supplies 95Session 32: Guest ComplaintsSession 33: Handling Guest Complaints

CCoonntteennttss 97Session 34: Important Registers Maintained by Housekeeping 101Session 35: Décor 1Session 36: Safety & SecuritySession 37: First Aid 102Session 38: Fire Safety 1306Session 39: Closing down & Preparing for the next ShiftSession 40: Energy & Water Conservation 1608 111 13 115

Shri Technologies 1 Housekeeping Attendant (Manual Cleaning) Tourism is not just about the facilities and attractions provided for visitors. It is about people and especially about the relationship between the customer and the individual providing service. Tourism is concerned with providing:  Travel and transport facilities  Accommodation  Food and drink  Entertainment/recreation  Information and assistance  Souvenirs Tourism is a hospitality industry providing a service to visitors in a warm and welcoming way. Tourists: Tourists are people who for a variety of reasons travel to destinations, where they stay at least one night. There are several basic types of tourists:  People who travel to another country simply for pleasure/leisure.  People who travel to pursue specialist activities, e.g. cultural tourism, visit to historical sites.  People who travel for business purposes.  People who attend international confer- ences and meetings.  People who travel to another country to pursue specific courses of study.  People who visit their friends and rela- tives in another country.  People in search of their ancestral roots.  People who travel for religious reasons, e.g. pilgrimages to Mecca.  Retired people who have time to spare and money to travel. Origins of Hospitality Industry Early travelers were either warriors or traders or people in search of knowledge and there were no ho- tels. Till the Industrial Revolution of the 1700s, no significant improvement was made in the inns, and taverns and they were not very suitable for aristocrats. To accommodate wealthy travelers, luxurious structures were constructed with private rooms, individual sanitation and comforts of a European castle. These elegant new establishments adopted the French word for mansion 'Hotel'.

2 Career Prospect of the Hospitality Industry There are always some pros and cons for working in the hospitality industry. The concern whether a posi- tion suits to you or not is mainly dependent on your own character and personal interest. Front desk receptionist Waiter / waitress Tour guide Room attendant Host / hostess Tour escort Telephone operator Cashier Travel agent Reservation Food runner/Busser Theme park crew Concierge Bartender Event sales Bellman/Doorman Apprentice Other “customer service” positions Business center Commis, Banquet server associate Sample Organizational Chart of a small hotel Shri TechnologiesShri Technologies

Shri Technologies 3 Housekeeping Attendant (Manual Cleaning) The Housekeeping Room Attendant is a professional that ensures a positive overall impression of the proper- ty as well as providing the necessary service of ensuring clean and comfortable rooms for guests. The impres- sion created by the Housekeeping Room Attendant is crucial to the reputation and success of the Hotel. Therefore, it is essential that Housekeeping Room Attendants be highly thorough and professional in com- pleting their duties. The Housekeeping Room Attendant is required to maintain a flexible schedule that in- cludes days, nights, holidays and weekends. Primary job responsibilities: Interpersonal Skills • Maintains a professional appearance with a positive atti- tude and is adaptable and flexible. • Is patient, helpful and is interested in the welfare of the guests and staff. • Has great attention for detail and works well under pres- sure in a fast-paced environment. • Follows staff conduct policies and time management guidelines. • Able to multi-task for the benefit of quality services. • Able to work efficiently and independently with minimal supervision. • Takes pride in a job well done. Leadership, Team Building and Performance Management • Handles negative situation and conflict in a constructive mode utilizing interpersonal and communication skills and techniques taught and promoted within the company. • Initiates and constructively develops positive team dynamics with management, peers and customers. • Demonstrates leadership and organizational skills in assisting in the planning and implementing of changes where applicable. • Initiates communication or dialogue with supervisor or manager when processes, tasks, instructions etc. are not clear. Communication • Communicates effectively and in a professional manner to all guests, co-workers and associates of Hotels.

4 Shri Technologies • Reads the pass on book, personal files and bulletin/message boards daily and communicatesShri Technologies effectively with these tools. • Communicates all pertinent information with fellow co-workers and departments. • Reports any unusual occurrences or requests to the Executive Housekeeper or Housekeeping Supervisor. • Works closely with the Front Desk in keeping room status reports up to date through notification of all check-outs, late check-outs, early check-ins, new reservations, room moves, special requests, stay overs and room availability. • Documents and coordinates requests for maintenance and repair work with the Maintenance Department. • Informs the Executive Housekeeper Departmental Duties and Administration • Knows how to use and operate housekeeping equipment. • Follows operational and shift change procedures and tasks. • Performs daily deep cleaning of guestrooms, storage areas and laundry areas as assigned by the Housekeep ing Supervisor or Executive Housekeeper and in accordance to the standards and procedures of Decore Hotels. • Performs periodic heavy cleaning of guestrooms as requested. • Sets up and organizes all furniture and amenities in guestrooms according to Decore Hotels’ standards. • Determines priorities at shift start and plans for daily activities. • Assists in laundry as required. • Obtains vacancy, arrivals and departures reports and special requests for rooms and adheres to them whenev er possible. • Places guest, groups and room information in the appropriate filing systems. • Maintains the cleanliness, neatness and organization of the housekeeping lounge and office as well as house keeping carts, buckets and trays. • Checks for items that are not operable and/or in need of repair and reports of such items to the Housekeeping Supervisor. • Physically checks discrepant rooms when needed. • Replenishes all supplies and amenities in guestrooms as required. • Transports trash and waste to proper disposal area. • Collects and washes all dishes. • Collects all recyclables and transports to proper recycle bins. • Provides turn-down service as required. • Follows lost and found procedures. • Completes reports and any other duties as assigned.

5 The following is a sample organization chart for a small hotel. Structure of Housekeeping StaffShri Technologies Housekeeping Attendant (Manual Cleaning)

6 Shri TechnologiesShri Technologies Housekeeping is the primary task the hotels need to cater for while providing service to its guests. The hotel management and espe- cially executive of housekeeping department must ensure that the housekeeping functions are performed well in the hotel irrespec- tive of the target guest type, size of hotel, and its location. The guest rooms are the primary source of hotel revenue. There are higher chances of retaining the guests if the guest rooms are absolutely clean. Types of Hotels The hotels can be categorized depending upon their size, location, target market, and ownership. Hotel Types by Size Hotels are categorized by the number of rooms to which service is provided. For example: – Very Small – Small – Medium – Large – Mega This category is useful if the management needs to compare different hotels within the same size. Hotel Types by Location They are categorized by considering their location with respect to city.

7 Suburb Hotels: They are located near urban area. Budget guests use them.Shri Technologies -Catering Hotels: They are located at the same premises where the owner stays. Housekeeping Attendant (Manual Cleaning) Hotel Types by Target Market Here, the hotels are categorized depending upon the target market they serve. flights. B&B usually stays in the same premises and is responsible for serving breakfast to the guests. food and beverage functions are just supportive. -income busy professionals who wish to spend time away from city, noise, and crowd. They offer facilities such as spa, tennis court, fitness and center, sailing, snorkeling, and swimming. -Catering Hotels: They target long stayers who prefer to cook themselves. They offer a small kitchen and kitchen amenities with the guest room. -term accommodation for guests. They need to execute an agreement with the guests for the stay of at least one month. All basic ameni- ties such as kitchen, washing machine, dish washer, and beds are provided with once a week housekeeping service.

8 Shri TechnologiesShri Technologies act with their clients/customers find these hotels a good choice because they can interact with their guests in small meetings without any interruption and sacrificing privacy. Hotel Types by Ownership B&B and Self Catering hotels are generally family owned hotels and are not governed or run by corporate poli- cies and procedures. A chain of hotels or group of hotels such as Taj, Ramada, can have management affiliation with their other properties in the same group. They strictly are governed by predetermined policies. Hotel Types by Star Rating The star rating system is a guideline for a customer that denotes what to expect from the hotel service at the time of booking. However, there is no clear distinguishing method to divide hotels into various star rating cat- egories till today; but a guest can assume that more the number of stars, more is the luxury provided by the hotel. more personal and the guest rooms with basic amenities. The restaurant would be at a walking distance. There would be a small commercial area and a nearby public transportation hub. -Star: These hotels are mostly part of a chain of hotels that offer consistent quality but limited amenities. They are either small or medium size hotels with a phone and TV. They lack the convenience of room service, but provide a small on-site restaurant at a walking distance within the hotel premises. -Star: These hotels are usually located near a major business center, express way, and/or shopping ar- ea. The rooms are clean and spacious rooms, and decorative lobbies. An on-site restaurant offers all meals such as breakfast, lunch, and dinner. The facilities such as valet and room service, fitness center, and a swimming pool are also available. -Star: This hotel would be large, often standing as a part of a cluster of similar hotels with a formal ap- pearance and very good services. The hotel would be located in the prime area of the city around shopping, dining, and entertainment joints. The guest can expect furnished and clean rooms, restaurants, room service, valet parking, and a fitness center within the hotel premises. -Star: This hotel would be large and luxurious, which offers the highest degree of room and personal

Shri Technologies 9 Housekeeping Attendant (Manual Cleaning) service. It is built with beautiful architecture, and is managed keeping elegance and style in mind. The guest rooms are equipped with high quality linens, TV, bathtubs, and special outside view from the room. The hotel provides multiple eating joints in its premises such as coffee shops, restaurants, poolside snack joint, and bar. They also provide 24X7 room service, valet service, and personal protection service. Types of Hotel Rooms The condition of guest rooms maintained by housekeeping is the most vital factor as far as the customer satis- faction in the hotel business is concerned. room, a small dressing table, a small bedside table, and a small writing table. Sometimes it has a single chair too. the size of the bed: o King Double Room (with king size double bed) o Queen Double Room (with queen size double bed) It is equipped with adequate furniture such as dressing table and a writing table, a TV, and a small fridge. Deluxe Room: They are available in Single Deluxe and Double Deluxe variants. Deluxe room is well furnished. Some amenities are attached bathroom, a dressing table, a bedside table, a small writing table, a TV, and a small fridge. The floor is covered with carpet and most suitable for small families. -Double (Twin Double) Room: This room provides two double beds with separate headboards. It is

10 Shri TechnologiesShri Technologies ideal for a family with two children below 12 years. people. It also has a single bedside table shared between the two beds. Hollywood Twin Room: This room provides two single beds with a common headboard. If a need arises, the two beds can be brought together to form a double bed. stairs. Studio: They are twin adjacent rooms: A living room with sofa, coffee table and chairs, and a bedroom. It is also equipped with fan/air conditioner, a small kitchen corner, and a dining area. The furniture is often com-

11 pact. Lanai: This room faces a landscape, a waterfall, or a garden. Suite: It is composed of one or more bedrooms, a living room, and a dining area. It is excellent for the guests Housekeeping Attendant (Manual Cleaning) who prefer more space, wish to entertain their guests without interruption and giving up privacy. There are various types of suites: o Regular Suite: Best for business travelers. o Penthouse Suite: Luxurious than the regular suite. It is provided with the access to terrace space above the suite. It is aloof from crowd and provides a bird’s eye view of the city. It has all the amenities and structure similar to a regular suite. o Presidential Suite: The best possible suite in the hotel.Shri Technologies

12 Shri Technologies Sico: This is a kind of multipurpose room, which can be used as a meeting room during the day and as a bed- room during the night. These rooms have special beds called Murphy Bed that can be folded entirely against a wall. This bed may or may not have headboard. The lower face of the bed which becomes visible after fold- ing or placing upright, has a decorative wall paper, mirror, or a painting. After folding the bed, the room can accommodate sitting for five to ten people. VIP Amenities in Hotel VIP amenities are always something like the cherry on the cake. The VIPs are treated with extra attention, pamper, and care. Hotels provide the following amenities to the VIPs depending upon their policies: Executive Front Desk or Executive Housekeeper escorting the guest up to the room. A welcome document kit containing note from a General Manager (GM) of the hotel, spa card, and a hotel map. Complete housekeeping service with daily linen change. A snack kit often containing packed snacks, assorted nuts, fruits, cheese, or cookies, and beverages. A vanity kit containing cotton balls, makeup removers, lip balm, and au-de-cologne. A bathroom kit with soap dispenser, upgraded robe, tissue box, face mist, after-shower gel, cotton slippers, toilet mat, and a terry mat. In special cases, a romance kit containing a bottle of wine or Champaign, paired with chocolate dipped strawberries or bite size chocolates. Small bag packs for the kids below 12 years. A number of servings of award winning dessert.Shri Technologies

13 Housekeeping Attendant (Manual Cleaning) The housekeepers represent the hotel staff and create an image of the hotel by working towards keeping the hotel at high standards plus conducting themselves well while on job. There are certain rules the housekeepers need to follow. The housekeepers must: pose. offended on denial, then mention the gift to the floor supervisor who can permit the attendant to take the gift out of the hotel. Comfort and Privacy Principles The housekeeping staff must follow the given principles with regard to comfort and privacy of the guest.Shri Technologies

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Shri Technologies 15 Housekeeping Attendant (Manual Cleaning) For a well run and smooth operation, the hotel work is divided into separate units which are respon- sible for specific duties and tasks. The following are separate departments you may find in the hotel. It is absolutely necessary to have a proper functional operation, so that all the departments work well together. Personnel (Human Resources) Division Helps other divisions with recruitment, selection and the training of staff. It also administers wages, medical and all personnel related matters. Links with Housekeeping: The personnel/HR division will be responsible for the coordination of in- service training and staff performance appraisals & hiring. Marketing and Sales Division Sales and marketing staff help sell rooms, conference and food and beverage services. They are also involved in promotions, advertising and publicity activities. • Association between Housekeeping and Marketing and Sales division: Housekeeping staff communicate guests’ feedback and complaints to this division in order for them to improve or use certain strong points in their marketing plan. MODULE 1: TOURISM, HOSPITALITY, FOOD AND BEVERAGE Finance Division This division, headed by a Chief Accountant or Finance Controller, is responsible for various ac- counting and record keeping functions, income collection and purchasing control. • Association between Housekeeping and Finance division: Before the Executive Housekeeper can place any orders or buy new equipment or anything needed, he/she will have to get authorisation from the accounting department. This department will also inform the housekeeping department if they are using too much of a certain material e.g. toilet cleaner, which run up additional expenses. Food and Beverage Division This division is responsible for all food and beverage products provided in the hotel. • Association between Housekeeping and personnel marketing and sale division: Housekeeping will have to liaise effectively with this division with regards to room service, collecting dirty service trays, replenish guest supplies such as coffee in guest rooms, stock-

16 Shri TechnologiesShri Technologies ing of mini bars, updating room service menus, etc. Rooms Division This division is responsible for the front desk and all of its check-in and check-out activities. It is also responsible for reservations, telephone systems and porter/concierge duties. Housekeeping usually falls into this division. Housekeeping provides cleaning services for all public areas of the hotel, and some back of house areas. Other key areas within Rooms Division include: • Telephones/Switchboard/PBX • Business Centre • Reception • Concierge/Porter/ Bell Desk All the above departments have a department head or supervisor who reports to the Rooms Division Manager. Engineering Division The engineering division is responsible for repairs and maintenance of the hotel building and its contents, as well trying to anticipate problems which may occur with the facilities and equipment in the hotel; also to ensure that things do not break down, and maintain them in a constant state of good repair.

17 Housekeeping Attendant (Manual Cleaning) • Association between Housekeeping and Engineering Division: Close communication is needed between the maintenance and housekeeping division, as housekeepers are often the ones who check for faults or equipment/items that need repairs. A standard maintenance request form is available to request maintenance attention. Security Division This division helps protect guests, their property and the hotel's employees. • Good communication between the Housekeeping and Security Division: Housekeeping Staff need to know how and where to find security personnel in the event of possible danger to themselves, other colleagues and guests. Housekeeping Staff should promptly call security when a threatening situation arises. Tasks that are assigned to specialised positions in a large hotel are often combined into more gener- alised jobs in small hotels. For example, in a large hotel, different staff may be assigned to special- ised positions, such as guest registration, reservation, and telephone switchboard duties etc. In a small hotel, one staff member i.e., the Front Office Clerk/ Receptionist may be responsible for all these duties. Front Office/Reception Front Office is a key area within Rooms Division and, in many hotels, manages the interface be- tween, on the one hand, guests and, on the other, the various areas which together go to make up the Rooms Division. Good communication between the housekeeping and the front office is essential: the Housekeeping department’s primary communications are with the front office department, spe- cifically the front desk areaShri Technologies

18 There are various principles followed by the housekeeping staff. They are cleaning and hygiene principles, safety and security principles, comfort and privacy principles, and finally, the decor. For understanding the housekeeping principles, first let us go through what advantages it offers to the hotel. Advantages of Housekeeping Here are some prominent advantages, the housekeeping department offers to its guests: Having seen the advantages, let us see the principles of housekeeping towards providing these to the guests while working safely. Purpose of Cleaning Shri Technologies Cleaning is conducted to remove harmful bacteria present in the dust deposited on the hotel proper- ty because of air pollution. This may cause unhealthy effects on the working staff as well as the guests. Cleanliness reduces the threat of any infections and offers comfortable stay to the guests in the hotel. Cleaning and Hygiene Principles The worker must follow the given principles while cleaning: -> Dusting -> Mopping/Suction Cleaning -> Disinfecting -> Air Freshening. appearance.Shri Technologies

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20 Shri TechnologiesShri Technologies Most establishments provide their staff with uniforms. You must always wear this uniform with pride. Your uniform serves several purposes and benefits: • It makes you easily-identifiable to guests • It protects your own clothing from getting dirty or damaged • It may protect you from chemicals and other related materials you work with  It ensures that you look smart and professional – improving the image of the housekeeping de- partment and the establishment it. Always remember to: • Travel to work in your home clothes and change into your uniform at work. This makes sure your uniform does not get dirty on the way to work and that you do not carry in any bacteria from out- side the establishment. • Exchange your uniform for a clean one as often as is directed by the housekeeping department or as needed. • Make sure that your uniform is clean and wrinkle free. • Keep your uniform in good condition, reporting any repairs needed or taking care of them your- self – depending on your establishment’s policy. • Ensure that your uniform has a full set of buttons at all times. • Adhere to any code of conduct that your establishment may have about wearing your uniform, for example: you are not allowed to smoke in your uniform robe under the influence of alcohol while wearing it. You may also be prohibited to enter certain establishments in your uniform e.g. alcohol selling establishments like bars. • Name Badges: Some establishments issue their employees with name badges to wear as part of their uniform. The badge may contain the name as well as department or position, for example: “Mona, Housekeeping”. Remember to wear your badge according to hotel policy. Hair and nails Your establishment will make mention of this in the personal appearance policy. You must at all times: • Have clean, well-kept hair

21 Housekeeping Attendant (Manual Cleaning) • Wear your hair in such a way that it does not interfere with doing your job properly, for example hang in your eyes and prevent full sight. • Ensure, in the event that that you hair fall out a lot, that you wear something to prevent it being distributed all over a guest room, for example. • Some establishments may require you to wear a head scarf or bandanna with your uniform. • Make sure that your nails are tidy at all times. Your nails must not be long enough to damage items in the line of work e.g. catch on linen or scratch other items. Some establishments require short, unpolished nails. This will be indicated by the establishment’s policy. • If your nails are long, it is difficult to clean them and you may collect and transfer dirt and bacte- ria, which may cause yourself, your colleagues and guests to become sick. Jewellery and Cosmetics Once again the requirements will differ from one establishment to the next. Most establishments ad- here to the following basic standards: • No jewellery, except for a wedding band and possibly a watch is allowed • A watch may be quite a handy tool for a housekeeper to assist him/her with time keeping • Chains around the neck, dangling earrings and loose bracelets are usually not allowed, as they may pose a safety risk. • Some establishments only allow basic day make-up to be worn by housekeepers – for the sole pur- pose of looking neat and tidy • Be careful of very strong smelling perfume as the smell may hover in the guest room long after you have left and may not necessary be pleasant to the guest. Use the following Personal Presentation Checklist to assess yourself:Shri Technologies

22 Shri TechnologiesShri Technologies Personal hygiene is important in all areas of the establishment, even in the housekeeping depart- ment. Your personal hygiene not only affects you, it affects others too! Personal hygiene practices in the workplace Good personal hygiene practices can be facilitated in the workplace by: • Proper and sufficient changing rooms, basins with soap, hot and cold water, paper towels, hot air dryers etc • Clean laundered uniforms • The use of disposable gloves where necessary • Ensuring that you know what is expected of you in terms of personal hygiene Standards and practices The key rules to good personal hygiene There are five basic rules for personal hygiene: 1. Practice personal cleanliness If you carry dirt on your body or if you have not show- ered for some time, bacteria will start growing on you in this dirt. You could also smell stale and sweaty, which is not pleasant for guests or your colleagues. The following rules of personal cleanliness are important: • Shower, bath or wash thoroughly every day • Keep hair and nails clean and neat • Brush teeth at least twice daily and use a breath re- fresher as needed throughout your shift (especially smokers) • Always wear clean clothes Travel to work in home clothes  As previously mentioned, when you arrive at work, you are carrying a lot of bacteria and dirt with you on your clothes and possibly shoes. It is best to wear • Low-heeled closed shoes will protect you against potentially dangerous chemicals and machinery. They will also help you to move quickly and efficiently around your workplace. • Most establishments require their housekeepers to wear clean socks, flesh-coloured stockings or

23 tights to maintain a professional hygienic appearance.Shri Technologies Wash your hands Housekeeping Attendant (Manual Cleaning) It is important to wash your hands in order to prevent bacteria spreading from you to the guests, from one guest room to the next etc. Wash your hands every time you: • Have used the toilet • Blow your nose or use a tissue/handkerchief • Cough or sneeze • Have handled food • Have handled rubbish • Have smoked • Take off gloves • Have been in contact with any possibly contaminated items or areas e.g. condoms, toilets etc. • Move from one room to the next Avoid bad habits Bad habits like smoking, drinking and addiction to narcotic substances have a negative effect on your health and appearance. Smoking causes bad odours, smelly breath, stained teeth, chronic coughing, yellow fingernails etc., all of which can be detrimental to your work ability and profes- sional appearance. Other bad habits may include: • Scratching your body – any areas • Picking pimples or sores • Wiping your hands on your clothes • Continuously wiping your hands on your uniform/apron may cause three things to hap- pen: o Your uniform/apron will get wet and be an ideal place for bacteria to grow o You will deposit dirt and bacteria onto the uniform/apron o You will transfer bacteria and dirt from your apron to the area you are working in and the items you handle. These bad habits are not only detrimental to your own health and the satisfaction of your guests, but also cause unhygienic conditions, as bacteria spreads more readily.

24 Shri Technologies General appearance and posture You need to be confident at work and looking and feeling good comes from taking pride in your ap- pearance, and most importantly, your attitude to your appearance. Remember: A good appearance creates a good impression. Maintain a good posture. When you are talking to a colleague or guest, remember to stand up straight, look professional and be positive. Do not slouch, lean against something or fidget with equipment or your hands. Illness and injuries You should be in good health from oral hygiene to general fitness. If you are physically sick or if you are injured in any way, it is important to check if you are fit for duty and whether there is a risk of your condition affecting your work as well as the safety and welfare of your colleagues and guests. Establishments also have policies in place with regards to coming to work if you can spread any in- fections to other staff or guests. Injuries like cuts should be properly covered so as to prevent more bleeding and oozing of puss, as these body fluids may be contaminated with harmful bacteria. It is also true that a guest would not be very impressed to find a bloody fingerprint on his/ her pillow, for instance.Shri Technologies

25 Housekeeping staff should have the following valuable characteristics: • Tact, diplomacy and discretion • Etiquette and good manners • Politeness and civility • Pleasing personality • Honesty and dedication • Willingness to be of genuine service • Attention to detail • Good Communication Skills • EfficientShri Technologies Housekeeping Attendant (Manual Cleaning)

26 Shri TechnologiesShri Technologies A structured, prepared and speech-based means of com- municating information, ideas, or arguments to a group of interested people in order to inform or per- suade them To inform, inspire, entertain, demonstrate, prove and to per- suade, that is an objective of a good presentation The single most important observation is that the objective of communication is Not the transmission but the reception. The whole preparation, presentation and content of a speech must therefore be geared not to the speaker but to the audience. Structuring the Presentation  Beginning \"Tell them what your going to tell them“  Getting attention  Statement of theme  Building rapport  Audience needs  Middle “Tell them\"  Points to be made  Support material, examples, references, visual aids  Possible audience objections/queries  End \"Tell them what you’ve told them\"  Reiterate the theme  Summary of points

27 Housekeeping Attendant (Manual Cleaning) Motivation is a theoretical construct used to explain behav- ior. It represents the reasons for people’s actions, desires, and needs. Motivation can be divided into two different theories known as 1. Intrinsic motivation is the self-desire to seek out new things and new challenges, to analyze one's capacity, to observe and to gain knowledge. People are likely to be intrinsically motivated if they:  Attribute their educational results to factors under their own control, also known as autonomy or locus of control  believe they have the skills to be effective agents in reaching their desired goals, also known as self-efficacy beliefs  are interested in mastering a topic, not just in achieving good grades. 2. Extrinsic motivation refers to the performance of an activity in order to attain a desired out- come and it is the opposite of intrinsic motivation. Extrinsic motivation comes from influences outside of the individual.Shri Technologies

28 Shri TechnologiesShri Technologies Values and ethics are important in the workplace to help keep or- der, ensuring that a company runs smoothly and remains prof- itable. Dedication: How hard an employee works, or how much effort she puts forth, can go a long way. Obviously, companies want results, but most employers prefer a worker who gives an honest ef- fort to one who might be considered a “natural” at the job, but is otherwise disruptive. Integrity: An important aspect of workplace values and ethics is integrity, or displaying honest behavior at all times. Integrity in the business world also might mean being honest when turning in an expense report or not attempting to steal a sales account from a co-worker. Accountability: Employees in all industries are expected to act accountable for their actions. That means showing up when they are scheduled and on time, and not taking advantage of time allot- ted for breaks. Collaboration: In almost every industry, workplace values and ethics consist of teamwork. That’s because most companies believe that when morale is high and everyone is working together, suc- cess will follow. Conduct: Employee conduct is an integral aspect of workplace values and ethics. Employees must not only treat others with respect, but exhibit appropriate behavior in all facets of the job. That in- cludes wearing proper attire, using language that’s considered suitable around the office and con- ducting themselves with professionalism.

Shri Technologies 29 Housekeeping Attendant (Manual Cleaning) Interpersonal skills are the life skills we use every day to communicate and interact with other people, both individually and in groups. People who have worked on developing strong interpersonal skills are usually more successful in both their professional and per- sonal lives. Employers often seek to hire staff with 'strong interperson- al skills' - they want people who will work well in a team and be able to communicate effectively with colleagues, customers and clients. Through awareness of how you interact with others - and with practice - you can improve your interpersonal skills. Rounding off this skill is the ability to stay calm, focused, polite, interested and to match the mood or emotion of the situation. A List of Interpersonal Skills Includes: a) Verbal Communication - What we say and how we say it. b) Non-Verbal Communication - What we com- municate without words, body language is an example. c) Listening Skills - How we interpret both the verbal and non-verbal messages sent by others. d) Negotiation - Working with others to find a mutually agreeable outcome. e) Problem Solving - Working with others to identify, define and solve problems. f) Decision Making – Exploring and analysing options to make sound decisions. g) Assertiveness – Communicating our values, ideas, beliefs, opinions, needs and wants freely. The effect of speaking in any particular way will be modified or enhanced by the body language the person talking is using. A warm smile accompanying ‘Have a nice day’ will turn in a genuine greeting. Looking directly at the person who is being spoken will indicate a real interest in com- municating the message (and make it easier to understand). Communicating with guests who speak another language is difficult, so non-verbal communica- tion is useful in these cases.

30 Shri TechnologiesShri Technologies Non Verbal Communication There are two kinds of non-verbal communication: Signs and symbols: for example pictures, or notices such as ‘no entry Communicating with guests who speak another language is difficult, so non-verbal communication is useful in these cases. Non Verbal Communication There are two kinds of non-verbal communication: Signs and symbols: for example pictures, or notices such as ‘no entry’ Gestures and expressions: hand signs, expressions or body language that can help to convey a mes- sage. You can learn to communicate better with your guests if you learn to recognise some of these. • Facial expressions - a smile, a frown. • Gestures - movements of hands and body to help explain or emphasise the verbal message. • Body posture - how we stand or sit. • Orientation - whether we face the other person or turn away. • Eye contact - whether we look at the other person and for how long. • Body contact - arm around the shoulder, a handshake. • Proximity - the distance we are from a person. • Non-verbal aspects of speech - tone and pitch of voice. • Head nods - for encouragement, indication of agreement or disagreement.  Appearance - dress and grooming. These non-verbal clues are important as they can be used to improve the quality of communication. They can be used to reinforce any verbal communication; for example, leaning forward and looking at the person you are speaking to and smiling naturally. Your expressions, posture and appearance must be appropriate and should tell the guest that you are professional, competent and willing to help. Communication takes place in mainly three different ways: 1. Talking and listening face-to-face and on the telephone 2. Writing and reading messages, forms etc. 3. Through body language including facial expression, gestures, eye contact or looking away/ looking at the floor and how close you are to a person Body Language The form of communication that takes place without words. Includes: facial expression, gestures, gaze (looking directly at the face of the person who is talking or listening) and space (keeping a cer- tain physical distance from the other person, or using other barriers such as sunglasses, folded arms, a table Listening . People feel at ease and valued if they know they are being listened to. They

Shri Technologies 31 Housekeeping Attendant (Manual Cleaning) will feel more confident and able to make their needs known. The listener gains too, learning more about the person talking –forming better relations with colleagues and providing better quality ser- vice to customers. Listening involves more than just hearing what someone says. It is an active process: • Full attention must be given to the speaker. It is no good letting the mind wander, or getting dis- tracted by things going on around you • Show interest in what the speaker is saying. Avoid interruptions or attempts to disagree with the speaker. • Identify the important things the speaker is saying but ignore interesting but irrelevant details. • Take action on what has been said. If necessary make notes or fetch other staff so they can take actions. Listening also involves taking notice of the body language the person is using. For examples: • Yawning might that the person is bored or tired • Looking at the time might suggest boredom, or else that the person is in a hurry. How fast or slow, loud or soft, warm or cold the person’s voice is and its pitch (high or low) will give further clues to what is being said. For example: • Speaking softly can suggest a desire for confidentiality or nervousness • Speaking hesitantly can suggest unease or indecision. Providing information to guests Guests may ask you for hotel information and information about the area e.g. travel and tourism information. Housekeeping staff should be able to answer these where possible. General guidelines and tips about communicating with guests and colleagues: • Be brief and to the point. Colleagues and guests don’t want you to waste their time giving long- winded explanations • Customers will expect you to be helpful and courteous, but not so chatty that they get bored or wonder why you aren’t getting on with your job • Use commonly understood words • Pick a time when the person can pay attention to what you are saying. • Don’t talk at the same time as someone else, or try and deliver an important message when some- one is using a noisy machine, or standing at the top of the ladder • Pay attention to what is being said in reply. Look at the face of the person directly: it is far easier to understand words if you can see facial expressions. • Ask for a message to be repeated if you think you have missed important information • Read back important messages, for examples the numbers of the rooms you have been asked for service, quantity of cleaned linen to be collected, etc. • Use controlled, carefully thought-out gestures where you think they will help to get the message across Remember that it looks unprofessional to stand and gossip to other staff members. Responding to special needs You will at some time or another come across an unusual request or a guest with special needs. Here are some examples and guidelines on how to deal with these: • Disabled or elderly guests may appreciate help – to hang up clothes, or to fill in their laundry form

32 • A guest in a hotel room who is obviously not well may appreciate being told where the nearest chemist is or the phone number of a local doctor • Parents with restless children might be told about the leisure centre in the hotel/ town or the opening hours of the hotel pool • Business travellers often need to press their clothes or to get skirts and blouses laundered very quickly, and might be pleased to borrow an iron and ironing board or know about the express laundry service • Students in town for a student conference or exams may be studying late into the night and pre- fer their room to be cleaned later in the morning or on another day if the cleaning schedule can be re-organised. Shri TechnologiesShri Technologies

33 Stress management refers to the wide spectrum of techniques and psychotherapies aimed at control- ling a person's levels of stress, es- pecially chronic stress, usually for the pur- pose of improving everyday functioning. The term 'stress' refers only to a stress with significant negative consequences, or dis- tress Stress produces numerous physical and mental symptoms which vary according to each individual's situational factors. Despite stress often being thought of as a subjective experience, levels of stress are readi- ly measurable, using various physiological tests, similar to those used in polygraphs. Healthy ways to relax and recharge  Savor a warm cup of coffee or tea. Housekeeping Attendant (Manual Cleaning)  Go for a walk. Play with a pet. Work in your garden.  Spend time in nature. Get a massage.  Call a good friend. Curl up with a good book.  Sweat out tension with a good workout. Listen to music.  Write in your journal. Watch a comedy.  Take a long bath.  Light scented candles.Shri Technologies

34 The Various Departments in a hotel are shown in the diagram tr Room section/floor section a very rt t t Hk D rt t Shri Technologies t the t and t t t the The any r tw r v t on good H k y r Houseman / Public Area sectionShri Technologies

35 Area: Lobby Area, r rr r vtr rv r t /U r Room t The / r room t very tH k t and tr t t to r v t and t the rt rr r t and tShri Technologies Florist Section: To beautifying the hotel performance in every outlet or Housekeeping Attendant (Manual Cleaning) section. The florist will make a special flower arrangement in each area covered; such as Lobby, Pool Bar, Restaurant and other area. Office Administration: The person who responsible to maintain the administration in Housekeeping Office is the Executive Housekeeper, Assistant Executive Housekeeper, all Supervisors and the order taker/ office clerks. The order taker will in-charge for taking all guest requests, telephone calls (incoming and outgoing calls) all store items request, etc.

36 Shri TechnologiesShri Technologies The hotel as a whole can only reach its summit when all departments come in close con- tact with a good co-operation. FOOD PRODUCTION AND OTHER DEPARTMENTS The Food Production Department is certainly a very important one, contributing mainly to the reputation of the hotel. The departments which are directly or indirectly in support to the Food Production department are Front Office, Housekeeping, F&B Service, Maintenance, Finance and Stores. CO - ORDINATION WITH F&B SERVICE: The kitchen is the operating and non-revenue producing department which is supported by the revenue producing F&B Department through sales in their various outlets. The F&B outlets also communicate to the food production department about the guest requests and opinions. CO - ORDINATION WITH HOUSEKEEPING: Very surprisingly a lot feel that there is hardly a necessity for the housekeeping and the Food Pro- duction depart to work in close proximity. CO - ORDINATION WITH FRONT-OFFICE : Front-office, will-communicate Arrival and Departure lists, which helps chef in forecasting quan- tities to cook. The Front Office is the face of the hotel and they can assist in marketing special evening, or features, especially to the in-house guest. CO - ORDINATION WITH STORES : The stores department will provide all goods necessary to the kitchen. The food never tastes its best if the required ingredients do not go into it. It is the duty of the storekeeper to ensure the availability of all the ingredients required by the kitchen and at the right time. CO - ORDINATION WITH MAINTENANCE DEPARTMENT : Kitchen is full of high end machinery from ovens, grills, induction hob, bratt pans, steamers and boilers. Automation has helped us to produce better end products minimizing the human quo- tient in the business. This is only possible when these equipment's function at their best. Any malfunctioning of the equipment's will lead to hindrance of the work flow and the entire system may get hampered. CO - ORDINATION WITH FINANCE : It has to be clearly understood that in a business the most important component is finance. No business can succeed without proper financing. The kitchen is the only operating department that involves huge costs due to major buying of food ingredients every day.

Shri Technologies 37 Housekeeping Attendant (Manual Cleaning) A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valua- ble consideration. Customers are generally categorized into two types: · An intermediate customer or trade customer (more informally: \"the trade\") who is a deal- er that purchases goods for re-sale. · An ultimate customer who does not in turn re-sell the things bought but either passes them to the consumer or actually is the consumer. A customer may or may not also be a consumer, but the two notions are distinct, even though the terms are commonly confused. Five main types of customer are: · Loyal Customers: They represent no more than 20 percent of our customer base, but make up more than 50 percent of our sales. · Discount Customers: They shop our stores frequently, but make their decisions based on the size of our markdowns. · Impulse Customers: They do not have buying a particular item at the top of their “To Do” list, but come into the store on a whim. They will purchase what seems good at the time. · Need-Based Customers: They have a specific intention to buy a particular type of item.

38 Shri Technologies Centrally monitor, manage and control architectural and interior lighting, thermostats, security, digital signage and distributed audio and video throughout the venue. Central monitoring is the first hotels, casinos, restaurants, sports bars and nightclubs all over the world. Control devices and systems in the bar, restaurant, lobby, spa and gift shops from a central office. Offer the ultimate in personalized luxury with automated systems in Skyboxes, VIP Rooms or Penthouse Suites. Control AV, lighting and climate in ball- rooms individually or combine rooms simply. Automation: The Guest Room Automation System enables hotel owners to provide their guests the conven- ience of controlling multiple functions in their room including lighting, temperature, drapes and audio/video systems using automated interfaces. The Guest Room Automation System enables hotel guests to experience enhanced comfort through microprocessor-based smart bed-side consoles, which allow them to operate all the systems in their room such as lights, air-conditioner, TV, music system etc., from the comfort of their bed with a touch. The integration of the guest rooms with the hotel property management system enables hotel staff to monitor and control HVAC based on occupancy to reduce energy costs, attend to guest’s requests instantly for improved services, fast cool room air-conditioning for comfort when the guest checks-in, monitor guest’s departure for cleaning service etc.Shri Technologies

39 The success and credibility of the hotels depends solely on their in-house pro- fessionally skilled team. Top quality service, with dedicated, trained, intelli- gent, sincere, honest and motivated staff is what is important for a hotel department. 1.2 Cleaning the Guestroom To be most effective, should follow a logical from actually entering the guestroom to the final check and departure. 1. Entering the Guestroom: It is important to follow certain procedures when entering the gues- Housekeeping Attendant (Manual Cleaning) troom that show respect for the guest's privacy. When approaching a guestroom, first observe whether the guest has placed a \"Do Not Disturb\" sign on the knob. Also, be sure to check that the door is not double-locked from the inside. If either condition exists, respect the guest's wishes and return later to clean the room. If this is not the case, knock on the door and announce 'Housekeeping.' Never use a key to knock since it can damage the surface of the door. If a guest answers, intro- duce yourself and ask what time would be convenient to clean the room. Note that time on you repeat \"Housekeeping'. If the guest does not respond after this third announcement, you can be fairly certain that the room is empty and can begin to enter. 2. Air the room. Draw back the draperies and check the cords and hooks for any damage. Open the windows so the room can air out while you are cleaning. Check the air condition- ing and heater to make sure they are working properly and are set according to property standards.Shri Technologies 3. Next, take a good look at the condition of the room. Make note of any damaged or missing items such as linens or wastebaskets. If anything of value is gone or if something needs repair, notify your supervisor. In rooms where the guest has checked out, vis- ually scan the room and check the dresser drawers for personal items which may have been left behind. Report these items to your supervisor, or hand them in to the lost and found depending on the hotel's policy. 4. Remove or replace dirty trays, bottles, dishes, ashtrays, newspapers and glasses. Call room ser- vice for pickup. Empty the trash and replace any wastebasket liners. In occupied rooms, straighten any newspapers and magazines. Never throw out anything in an occupied room unless it is in the wastebasket. r status sheet or schedule. If no answer is heard, wait a moment, knock again, and 5. Make the bed. It is important to start here-especially in stay over rooms. If the guest returns

40 Shri TechnologiesShri Technologies while you are elsewhere in the room, the freshly made bed will give the room a neat appearance - even if other areas have not been touched. In check-out rooms, some properties recommend that you strip the bed shortly after entering and remake it n ear the end of your cleaning. This way the bed has a chance to air out. Before you begin, remove any personal items from the bed and place them aside. Remove the bed- spread and blanket and place them on a chair to keep them clean and free from dust and dirt. If the blanket or bedspread is dirty - or if you notice any holes or tears - be sure to replace it. Strip the bed of dirty linen and place the pillows on the chair with the bedspread and blanket. Once the bed is stripped, you should check the mattress pad and the mattress. Make a note to in- form your supervisor if the mattress shows any stains, burns, or damage. If the mat- tress pad needs changing, remove the old pad and lay a fresh one. 6. Dusting: requires a systematic and orderly approach for efficiency and ease. Work clockwise or anti-clockwise around the room. This reduces the chance of overlooking a spot. In all cases, begin with the highest surfaces so that dust does not fall on the items you have already cleaned. If your property uses a dusting solution, spray a light amount into the dust cloth. As a general rule, the following should be dusted and/or polished: f Picture frames f Mirrors f Headboards f Lamps, shades, and light bulbs f Bedside tables f Telephone f Windowsills f Window and sliding glass door tracks (if applicable) f Dresser - including inside the drawers f Television and stand f Chairs f Closet shelves, hooks and clothes rod f Top of doors, knobs, and sides f Air conditioning and heating units, fans, or vents. Finally, check the walls for spots and marks and remove any smudges with a damp cloth and all purpose cleaning solution. Some properties also use a special cleaner or disinfectant for telephone surfaces. 7. Replenish supplies: As you dust your way around the room, note any bed room supplies and amenities which may be needed and replenish. 8. Cleaning the Bathroom: Bathrooms are usually cleaned in the following sequence: shower/tub area, vanity counter, toilet, walls and fixtures, and floor. Like most cleaning tasks, it is important to work from top to bottom to avoid spotting or dirtying areas already cleaned. The necessary cleaning items should be conveniently stocked in the hand caddy. If the tub has a drain trap, be sure to check it for hair. After cleaning the tub itself, clean the shower head and tub fixtures. Make sure to leave the shower head aimed in the correct posi-

Shri Technologies 41 Housekeeping Attendant (Manual Cleaning) tion. To prevent spotting, and to add sparkle, immediate wipe and polish the fixtures with a dry cloth. Also clean the shower curtain or shower door. Pay special atten- tion to the bottom where mildew may accumulate. Always reposition the door or curtain when you are finished cleaning. Towels, washcloths, bath mats, toilet and facial tissue, and guest amenities should be replenished according to property standards. Spot-clean for fingerprints and other obvious smudges on the walls, especially around light fixtures and electrical outlets. Wipe down the walls and clean both sides of the bathroom door. Starting with the far corner of the bathroom and working back toward the door, mop or wipe down the floor - including the baseboards. Then, gather your things and make your final check of the bathroom. Stop for a moment and visually scan all surfaces from the ceilings to the fixtures to the floor. Check that you've left the bathroom in the best possible condition before turning out the lights. 9. Vacuuming: Before vacuuming, loosen dirt around baseboards with a broom or rag so it is easier to pick up. Run the vacuum over all exposed areas of the carpet tha t you can reach, including under the tables, chairs and in the closet. Vacuuming under heavy furni- ture, require lifting or moving and is usually done only on a periodical basis. However, check under beds and furniture for guest belongings or for any debr is which must be removed. Start at the farthest end of the room and vacuum your way back. 10. Final Check: The final check is a critical step in guestroom cleaning. It makes the difference between just cleaning the room and doing a professional job. Take a few moments to give the room a careful look from the guest's perspective. Start at one point in the room and trail your eyes in a circular fashion from one corner to the next until you have visually inspected each item. By doing so, you may discover something you overlooked or that was difficult to spot on the first cleaning. Make sure that all the furnishings are back in their proper places. Look for little things like making sure the lampshades are straight and their seams are turned toward the back. Smell the air for any unusual odors. Spray air freshener if needed. Remember that your last look is the guest's first impression. When you are satisfied that the guestroom is neat and thoroughly cleaned, turn off the lights, close the door, and check to see that it is locked. Note the condition and status of the room on your assignment sheet, and proceed to the next room on your schedule. Cleaning a check out room A check out or a departure room is a room from where the guest has checked out. It is dirty and not ready for sale. Clean as above. Check the condition of the room. Check for pilferage and damage to hotel property. Check if the guest has left behind any of his belongings. This must be done as quickly as possible, so that possible action can be taken before the guest check outs. The room is thoroughly cleaned for the next guest. All used linen and supplies are removed and re- plenished.

42 Shri Technologies The W.C. is disinfected and a band indicating that it has been disinfected is slipped on to the W.C. seat. Sanitization It is important to differentiate and define certain terminology: • Sterilize refers to the statistical destruction and removal of all living organisms. • Disinfect refers to inanimate objects and the destruction of all vegetative cells (not spores). • Sanitize refers to the reduction of microorganisms to levels considered safe from a public health viewpoint. Appropriate and approved sanitization procedures are processes, and, thus, the duration or time as well as the chemical conditions must be described. The official definition (Association of Official Analytical Chemists) of sanitizing for food product contact surfaces is a process which reduces the contamination level by 99.999% (5 logs) in 30 sec. The official definition for non-product contact surfaces requires a contamination reduction of 99.9% (3 logs). The standard test organisms used are Staphylococcus aureus and Escherichia coli. General types of sanitization include the following: • Thermal Sanitization involves the use of hot water or steam for a specified temperature and con- tact time. • Chemical Sanitization involves the use of an approved chemical sanitizer at a specified concen- tration and contact time. Exercise 1. Briefly describe the duties and responsibilities of the housekeeping staffs. 2. Enumerate the importance of the housekeeping department. 3. Explain in detail the duties and responsibilities of the Executive Housekeeper and Uniform / Linen Room Supervisor.Shri Technologies

Shri Technologies 43 Housekeeping Attendant (Manual Cleaning) The housekeeping staff needs to clean various guest rooms, guest bathrooms, and a number of pub- lic areas in the hotel. The staff needs to take the help of various cleaning equipment while trying to keep the hotel premises to the highest standard of appearance. Today, there is a wide range of cleaning products available in the market. Advantages of Cleaning Equipment The cleaning equipment are advantageous in multiple ways: productivity. time of hotel housekeeping staff. manoeuvrability. They can reach any corner or height of the room, which is otherwise diffi- cult to reach. -friendly, widely available, and easy to operate proper instructions. Classification of Cleaning Equipment There are broadly categorized as follows: Manual Cleaning Equipment As the name suggests, they are used manually to keep the surfaces clean. Some commonly used manual equipment are: Abrasives: They are the sharpening stones or grit papers used to polish metal or wooden surfaces. There are various abrasives depending upon the size of grit and adhesion of grit particles on the pa- per. Brushes: They are handheld flat brushes with bristles to dust the plain surfaces as well as the cor- ners. They come with non-slip handles and stiff scratch-free bristles. They help removing stubborn dust.

44 Shri Technologies Chambermaid’s Trolley/Housekeeping Trolley: This trolley is large enough to keep all the guest room and guest bathroom supplies in an organized manner. It makes the housekeeping staff to move it around and carry large number of items in one go while keeping and cleaning the guest rooms. Dustbins: They are used to collect daily garbage produced in the hotel. Dusting Cloths: They are soft cloths used for wiping the surface dust. Dustpans: They are used to collect dust and garbage from the floor and putting it into the dustbin. Janitor’s trolley: It is a trolley that stores cleaning supplies such as detergents, spray bottles, dust- bin, mop, and dusting cloths, all in a compact manner. It can be moved around easily. It fulfills the challenge of modern day housekeeping in hotels. Mops: There are various types of mops such as string mops, flat mops, dust mops, and synthetic mops. Mops are generally made of flat cotton strings or heavy-duty sponges fixed on the metal frames. The cotton mops have high absorbing ability but need more care unlike the synthetic mops that offer almost zero absorbing ability and very less maintenance. Mop Wringer trolley: A mop bucket cart (or mop trolley) is a wheeled bucket that allows its user to wring out a wet mop without getting the hands dirty. The mops are squeezed between two sur- faces to remove dirty water from it. Scarifying machine: It is used for keeping gardens, golf courts, and lawn in the hotel premises. It cuts through the turf, and removes moss and dead grass. It helps grow spongy lawn. Scarifiers have fixed knife blades attached to the rotary cylinder. They cut through the grass by which the offshootsShri Technologies

45 are separated into lots of individual plants. This helps to thicken up the turf and improve its health. Spray Bottles: They are used to spray water or chemical solutions on the surface that needs clean- ing. They are also used to spray water on the delicate flowers or leaves of flower arrangement. Electric Cleaning Equipment As the name depicts, these equipment require electrical power to operate. They are operated either on AC power or on the battery. Some important electric equipment are: vertically or horizontally, when the equipment moves on the surface. It can clean floors as well as carpets. The wider the better is the box sweeper brush. tion motor fit in a case, a hose, and various attachment for delicate as well as tough cleaning require- ments. tel.Shri Technologies Housekeeping Attendant (Manual Cleaning)