Housekeeping Operation- For DHM 2nd Semester

Council for Technical Education and Vocational TrainingPokhara School of Tourism and Hospitality Management (Be a Professional, Learn Technical and Vocational) 2nd SemesterHousekeeping Operations www.psthm.edu.np

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Syllabus Housekeeping OperationsYear: I Part: IISemester: II Total:10 hrs/ wTheory:4 hrs/ w Practical: 6 hrs/ wCourse descriptionThis course provides knowledge and skills on housekeeping operation and management. Itprovides knowledge on co-ordination, laying out, department organization, cleaning agent,materials, supplies and equipment, and different services. It imparts skills on cleaning,polishing, Room setting and laying including equipment handling.Course objectivesAfter the completion of this course, the student will be able to:1. Classify the hotels based on different criteria.2. Appreciate the placement of house- keeping as an important support department in theorganization of hotel.3. Assess the scope of house-keeping in establishments other than hotels.4. Identify the various kinds of beds, mattresses and bedding and discuss their maintenance andcleaning.5. Understand working procedure of linen & uniform room.6. Know public area management & service.7. Perform cleaning and arrangement activities.8. Provide laundry service.9. Describe, key controls and different form and formats use in the department.Course contentsTHEORYUnit 1: Introduction to housekeeping 12 Hrs1.1. Describe housekeeping department, its importance & function.1.2. Describe the primary role of housekeeping in hotel.1.3. Explain the sections of the housekeeping department, their functions and layout.1.4. Discuss the hierarchy of housekeeping in large medium and small hotel.1.5. Explain the attributes of housekeeping staff.1.6. Describe job description of housekeeping personnel.1.7. Describe the co-ordination with other departments like front office, engineering, F& B,security, purchase, HRD, accounts.Unit 2: Guest rooms 6 Hrs2.1 Describe guest room.2.2 Describe the types of guest rooms.2.3 Enlist supplies and contents guest bed room and bathroom.2.3.1 Its importance2.3.2 Proper place2.4 Describe the amenities & facilities for VIP guest rooms.2.5 Describe different types of bed with size. ii

Unit 3: Cleaning equipment and cleaning agents 12 Hrs3.1.Describe the classification, use, care, storage& maintenance of cleaning agents andequipment.3.1.1. Explain the selection & purchase criteria of cleaning agents and equipment.3.1.2. Explain the distribution & control of cleaning agents and equipment.3.1.3. Explain the safety measure while using cleaning agents and equipment.3.1.4. Cleaning agentsSolventsDetergents & soapsAbrasivesLiquid cleaning agentsWashing sodaBars, powders and flakesWindow cleansersAcids and alkaliAbsorbentsParaffin oilPolishesDisinfectants, antiseptics & deodorants3.2. Cleaning equipment3.2.1. Manual cleaning equipmentBrushesMopsBroomMelamine foamSqueegeesCloths (dusters)Carpet sweeperSpray bottle3.2.2 Mechanical cleaning equipmentVacuum cleanersScrubbing / polishing machinesHot water extractionUnit 4: Cleaning organisation 8Hrs4.1 Frequency of cleaning4.2 Guest room cleaning4.2.1. Procedure for entering in a guest room4.2.2. Occupied rooms cleaning procedures4.2.3. Departure room cleaning procedure4.2.4. Bathroom cleaning procedure4.2.5. Daily dusting in vacant room4.2.6. Special care for dirty dozen4.3. Turndown service4.4. Spring CleaningUnit 5: Housekeeping procedures 3 Hrs iii

5.1 Briefing, debriefing5.2 Gate pass5.3 Indenting from stores5.4 Inventory of housekeeping items5.5 Floor pantry5.6 Rules on guest floorUnit 6: House keeping control desk 5 Hrs6.1 Role of housekeeping control desk6.1.1 Importance6.1.2 Co-ordination with other department6.1.3 Types of file and register maintained by the house keeping control desk6.2 Key, types of key, key controlling procedures6.3 Lost and found concept, handling lost and found procedure6.4 Handling of guest queries, problem, request, general operations of control deskUnit 7: Linen and uniform 10Hrs7.1Introduction of linen7.2 Types of linen and it standard sizeBed linenSoft furnishingBath linenNaperyRestaurant linen7.3 Uniform used by hotel staff7.4 Inventory control and types of inventory7.5 Par stock importance of par stock7.6 Procedure of establishing par stock7.7 Uniform and linen exchange procedureUnit 8: Safety and securities 4 hrs.8.1. Potential hazards in housekeeping8.2. Safety awareness and accident prevention8.3. Fire prevention and fire fighting8.4. First aid8.5. Crime prevention8.6. Dealing with emergencies8.7. Guest and employee thefts8.8. Sickness and deathPRACTICAL 90 hrs1. Cleaning and washing1.1 Handle/calibrate cleaning tools/equipment.1.2 Handle cleaning agents.1.3 Perform sweeping /mopping – dry, wet vacuum cleaning.1.4 Clean different floor finishes using floor scrubbing machine.1.5 Clean rug/carpet.1.6 Empty wastebasket.1.7 Empty and clean ashtrays.1.8 Transport trash and waste to disposal areas. iv

1.9 Wash glass/windows.1.10 Wash walls/ceiling.1.11 Wash woodwork.2. Polishing & cleaning2.1 Perform polishing on laminated surfaces.2.2 Perform Polishing on brass articles.2.3 Perform Polishing on copper articles.2.4 Perform cleaning of glass surface.2.5 Perform cleaning of oil painted surfaces.2.6 Perform cleaning of plastic painted surfaces.2.7 Perform mansion polishing on floor.3. Guest room3.1 Layout/set guest room /supplies/placement.3.2 Perform bed making.3.3 Guest room cleaning3.4 Bathroom cleaning4. Maid cart4.1 Set the maid cart.4.2 Prepare room supplies.4.3 Prepare fresh linen.4.4 Prepare cleaning supplies.5. Public areas cleaning5.1 Clean lobbies.5.2. Clean banquet hall.5.3. Clean elevators.5.4. Clean lounges.5.5. Clean restrooms.5.6. Clean stairways.5.7. Clean locker rooms.5.8. Clean Garden.6. Floor cleaning6.1. State all types of floor cleaning methods.6.2. Mop the floor.6.3. Scrub the floor using powered scrubbing machine.6.4. Sweep floor.6.5. Wax floor using waxing machine.7. Linen and uniform room /linen uniform inventory7.1. Take linen inventory.7.2. Take uniform inventory.7.3. Discard linens/uniforms.7.4. Replenish linens.8. Laundry8.1. Handle / calibrate laundry equipment.8.2. Fold linen and uniform.8.3. Handle of the different laundry detergents and chemicals.9. Key control system v

9.1 Types of key and its control procedure10. Furniture cleaning11. Forms and formats11.1. Define forms and formats.11.2. Describe different form and formats use in the department.12. Flower arrangement12.1. Define flower arrangement.12.2. Explain style of flower decoration.12.3. List materials required for flower decoration.12.4. Discuss the theme of flowers.13. Desk control13.1. Keep the record of requests.13.2. Supply the guest’s request.13.3. Maintain the logbook.14. Lost And found14.1 Keep the records of lost and found.14.2 Handling and controlling procedure14.3 Coordinate with front office.Reference books1. Housekeeping Training Manual- Sudhir Andrews.2. Hotel, Hostel & Hospital Housekeeping- Brenscon & Lanox.3. Hotel Management Principles and Practices; Gopal Singh Oli and B.B Chhetri, BuddhaPublication, Kathmandu.4. Housekeeping Management –Margaret Kappa, Aleta Nitscheke Patricia B Schappert.5. Hotel Housekeeping Operation and Management - G Raghubalan & Smritee. vi

Table of ContentsUnit 1: Introduction to Housekeeping................................................................................. 1 1.1. Describe housekeeping department, its importance & function. ............................. 1 1.1.1 Importance of Housekeeping.............................................................................. 1 1.2. Describe the primary role of housekeeping in hotel. ............................................... 2 1.3. Explain the sections of the housekeeping department, their functions and layout. . 2 1.3.1 The sections housekeeping department. ............................................................. 3 1.3.2 Functions of Housekeeping Department ............................................................ 7 1.4. Discuss the hierarchy of housekeeping in large medium and small hotel. .............. 9 1.5. Explain the attributes of housekeeping staff. ......................................................... 11 1.6. Describe job description of housekeeping personnel. ............................................ 12 1.6.1 Executive Housekeeper/Director of Housekeeping:- ....................................... 12 1.6.2 Deputy Housekeeper......................................................................................... 13 1.6.3 Assistant Housekeeper/Housekeeping Manager:- ............................................ 13 1.6.4 Floor supervisor/Floor Housekeeper:-.............................................................. 13 1.6.5 Public Area Supervisor:- .................................................................................. 14 1.6.6 Night Supervisor:- ............................................................................................ 14 1.6.7 Linen Room Supervisor/ Linen Keeper:- ......................................................... 14 1.6.8 Uniform Room Supervisor:-............................................................................. 15 1.6.9 Linen Room attendant/ Linen Room Maid:- .................................................... 15 1.6.10 Uniform Room attendant:-.............................................................................. 15 1.6.11 Storekeeper:-................................................................................................... 15 1.6.12 Desk Control Supervisor:- .............................................................................. 16 1.6.13 Guest room attendant/ Room maids/ Chamber maids/GRA:- ........................ 16 1.6.14 Head House person:- ...................................................................................... 16 1.6.15 House persons:- .............................................................................................. 16 1.6.16 Tailors, seamstress and upholsterers:- ............................................................ 17 1.6.17 Horticulturist:- ................................................................................................ 17 1.6.18 Head Gardener:- ............................................................................................. 17 1.6.19 Gardeners:- ..................................................................................................... 17 1.6.20 Florist:- ........................................................................................................... 18 vii

1.6.21 Laundry Manager:- ......................................................................................... 18 1.6.22 Laundry Supervisor:-...................................................................................... 18 1.6.23 Dry cleaner and washers:- .............................................................................. 18 1.6.24 Laundry workers:- .......................................................................................... 18 1.6.25 Valet/ Runners:-.............................................................................................. 19 1.7. Describe the co-ordination with other departments like front office, engineering, F& B, security, purchase, HRD, accounts........................................................................... 19Unit 2: Guest Rooms......................................................................................................... 24 2.1 Describe guest room................................................................................................ 24 2.2 Describe the types of guest rooms........................................................................... 24 2.3 Enlist supplies and contents guest bed room and bathroom.................................... 25 2.3.1 Its importance....................................................................................................... 28 2.3.2 Proper place.......................................................................................................... 28 2.4 Describe the amenities & facilities for VIP guest rooms. ....................................... 28 2.5 Describe different types of bed with size. ............................................................... 28Unit 3: Cleaning Equipment and Cleaning Agents........................................................... 30 3.1. Describe the classification, use, care, storage & maintenance of cleaning agents and equipment. ..................................................................................................................... 30 3.1.1. Explain the selection & purchase criteria of cleaning agents and equipment. 33 3.1.2. Explain the distribution & control of cleaning agents and equipment. ........... 34 3.1.3. Explain the safety measure while using cleaning agents and equipment. ....... 34 3.1.4. Cleaning agents................................................................................................ 37 3.2. Cleaning equipment................................................................................................ 40 3.2.1. Manual cleaning equipment............................................................................. 41 3.2.2 Mechanical cleaning equipment ....................................................................... 47Unit 4: Cleaning Organization .......................................................................................... 50 Principles of Cleaning ................................................................................................... 50 4.1 Frequency of cleaning ............................................................................................. 50 4.2 Guest room cleaning................................................................................................ 51 4.2.1. Procedure for entering in a guest room ........................................................... 51 4.2.2. Occupied rooms cleaning procedures.............................................................. 52 viii

4.2.3. Departure room cleaning procedure ................................................................ 52 4.2.4. Bathroom cleaning procedure.......................................................................... 53 4.2.5. Daily dusting in vacant room........................................................................... 54 4.2.6. Special care for dirty dozen ............................................................................. 55 4.3. Turndown/Evening service .................................................................................... 56 4.4. Spring Cleaning/ Deep Cleaning............................................................................ 56Unit 5: Housekeeping Procedures..................................................................................... 58 5.1 Briefing and Debriefing .......................................................................................... 58 5.2 Gate pass ................................................................................................................. 59 5.3 Indenting from stores .............................................................................................. 59 5.4 Inventory of housekeeping items ............................................................................ 60 5.5 Floor pantry ............................................................................................................. 62 5.6 Rules on guest floor................................................................................................. 62Unit 6: House Keeping Control Desk ............................................................................... 65 6.1 Role of housekeeping control desk ......................................................................... 65 6.1.1 Importance ........................................................................................................ 66 6.1.2 Co-ordination with other department ............................................................... 66 6.1.3 Types of file and register maintained by the house keeping control desk........ 68 6.2 Key, types of key, key controlling procedures........................................................ 71 6.3 Lost and found concept, handling lost and found procedure .................................. 74 6.4 Handling of guest queries, problem, request, general operations of control desk .. 75Unit 7: Linen and Uniform ............................................................................................... 76 7.1 Introduction of linen................................................................................................ 76 7.2 Types of linen and it standard size .......................................................................... 76 7.3 Uniform used by hotel staff..................................................................................... 78 7.4 Inventory control and types of inventory ................................................................ 80 7.5 Par stock importance of par stock ........................................................................... 85 7.6 Procedure of establishing par stock......................................................................... 85 7.7 Uniform and linen exchange procedure .................................................................. 85Unit 8: Safety and Securities in Housekeeping................................................................. 87 8.1. Potential hazards in housekeeping ......................................................................... 87 ix

8.2. Safety awareness and accident prevention ............................................................. 888.3. Fire prevention and fire fighting ............................................................................ 888.4. First aid................................................................................................................... 928.5. Crime prevention.................................................................................................... 928.6. Dealing with emergencies ...................................................................................... 958.7. Guest and employee thefts ..................................................................................... 968.8. Sickness/illness and death ...................................................................................... 97 x

Unit 1: Introduction to Housekeeping1.1. Describe housekeeping department, its importance & function.Housekeeping may be defined as ‘Provision of a clean, comfortable, safe and aestheticallyappealing environment’. By another definition, ‘housekeeping is as operational department in ahotel, which is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas,back areas and the surroundings’.Accommodations in hotels tend to be the largest part of the hotel. Housekeeping is the mostrevenue generating department and it takes care of all rooms to create a “Home away from home”to the guests. The rooms in hotels are offered as accommodation to travellers / guest as individualunits of bedroom. From the time a guest checks-in in a hotel till he checks out, it is thehousekeeping department which takes care of the guest by making his / her stay pleasant andcomfortable. In general, the housekeeping crew is responsible for the daily cleaning of publicrooms (lobbies, corridors, meeting rooms), private bedrooms and public washrooms. In addition,it handles the laundering of linens and in some instances, guest laundry. He aim of allaccommodation establishments is to provide their customers with clean, attractive, comfortable,and welcoming surroundings that offer value for money.Nothing sends a stronger message than cleanliness in a hospitality operation. No level of service,friendliness, or glamour can equal the sensation a guest has upon entering a spotless, tidy, andconveniently arranged room. Both management and guests consider the keeping of the place cleanand in a good order a necessity for a hotel to command a fair price and get repeat business.1.1.1 Importance of HousekeepingA hotel survives on the sale of rooms, food, beverages, and other minor service such as the laundry,health club, and so on. The sale of rooms constitutes a minimum of 50 per cent of these sales.Thus, the major part of hotel's margin of profit comes from room sales, because a room once madecan be sold over and over again.The effort that a housekeeping department makes in giving a guest a desirable room has a directbearing on the guest's experience in a hotel. Guestrooms are the heart of the hotel. Unless its decoris appropriate, the air odour-free, and furnishings and upholstery spotlessly clean, the hotel maylose the guest as a potential repeat customer. The housekeeping department not only prepares cleanguestrooms on a timely basis for arriving guests, but also cleans and maintains everything in thehotel so that the property is as fresh and attractive as the day it opened for business. Housekeeping,thus, is an ancillary department that contributes in a big way towards the overall reputation of aproperty.It can be said that housekeeping is a 24 x 7 x 365 operation. Imagine the stocks of linen needed tomake up all the beds in a hotel; the huge amounts of bath soap, tissue, and other amenities such asshampoos, colognes, and so on that must be placed in the guestrooms; the miles of carpeting,floors, walls, and ceilings to be cleaned and maintained; the countless pieces of furniture that mustbe dusted and polished, and the barrels of cleaning compounds along with special tools and 1

equipment needed in order to clean these. Scientific housekeeping demands the employment ofthe most effective cleaning materials and procedures, attention to purchasing the most suitablelinen and supplies, maintenance of decorative areas under the housekeeping department's purview,and proper organization and supervision. The primary objective of housekeeping is to provide thefollowing which are the need of the guest at its best during their stay.1. Comfort2. Cleanliness and Hygiene3. Privacy4. Safety and Security5. Decor1.2. Describe the primary role of housekeeping in hotel.The housekeeping department is the backbone of all hotel services and is closely connected withall the other departments. It is a vital part of the system that affects the overall quality of serviceprovided by the hotel. This department needs to coordinate and be in constant touch with the otherdepartments, such as food and beverage, engineering and maintenance, security and front-office.The efficiency of the housekeeping department has a direct impact on room availability because itis the housekeeping department which provides the rooms for occupancy that the front-officeultimately offers for use to the guests. It is responsible for the upkeep and maintenance of the entireproperty. The off-season for the hotel is, in fact, the peak season for the housekeeping department.The attitude and mannerisms of the staff reflect the image of the property. Personal hygiene andgrooming are natural requirements for the housekeeping staff. They are expected to be neat andtidy, courteous and polite, with a pleasant personality. Language proficiency is an advantage whileastute communication skills are a must. The look and presentation of a room is the soleresponsibility of the department. However expensive or beautiful an article may be, it loses itscharm and value if it is not well displayed. The role is a multifaceted one, its various dimensionsencompassing the responsibilities of guide, counsellor, trainer, facilitator and organiser. Aneffective and efficient housekeeper needs to be patient, firm and fair, be a good listener andpromote effective team bonding. As a career, it can give a deep sense of satisfaction at the end ofthe day’s work.1.3. Explain the sections of the housekeeping department, their functions andlayout. 2

1.3.1 The sections housekeeping department.Executive housekeeper's cabin:The executive housekeeper should have an independent cabin, since it is the administrative centreof the department. A glass paneled office with blinds to provide privacy at times, such as whenmeetings are conducted and confidential issues are discussed, is most appropriate. The cabinshould have one entrance cum exit door where entry is controlled by the secretary. Ample built inshelves and cupboards with locks should be provided to store files and records. A smaller cabinshould be provided for the secretary, preceding the executive housekeeper's cabin, to enable thesecretary to control movement into the housekeeper's cabin. Storage area for documents is essentialin the secretary's cabin.Desk control room:This is the communication hub of the housekeeping department and desk is manned 24 hours aday. It should normally adjoin the executive housekeeper's cabin, as this is the point where all staffreport their duty and sign out at the end of their shift. It should have a large notice board to pin upinformation for staff. It shouldSecretary's cabin:Also have more than one telephone connection as well as storage shelves for registers and files.Lost-and-found section: 3

This is usually an area set aside in the desk control room, away from high traffic areas. A cupboardwith a good locking mechanism should be provided here for lost-and-found articles so that theymay be claimed later.Housekeeping stores:This is a room to store items such as cleaning supplies, guest supplies, and so on, which are issuedon a daily basis. It should ideally be clean, dry and securely locked.Heavy equipment store:This is a room to store bulky equipment and items such as vacuum cleaners, carpet shampoomachines, ladders, roll, away beds and mattresses. It should be a clean dry and cool room that canbe locked when not in use.Horticulture equipment store:This room is used for the storage of gardening implements such as rakes, spades, lawn mowers,pots, pails, water hoses, and seeds. It should be near to the garden area and should have its doorskept locked. The size of the room depends on the landscaped area to be tended.Florist's room:This should be an air conditioned room to keep flowers fresh for the flower arrangements requiredby the hotel. It should have a work table, counters, a sink, adequate water supply, and cupboardsto store equipment, containers, wire cables, and other accessories.LaundryLaundry is an area in which soiled linen and uniforms are handled with the processes of washing,dry cleaning and ironing to supply with clean stocks on a daily basis to maintain high standards ofhousekeeping. One of the primary roles of laundry is to provide valet services to house guests. Avalet is one, on call, fetches soiled clothes from rooms and return them either washed or dry-cleaned as per the guest demands. In hotels that do not have an in-house laundry, it is thehousekeeping department provides the valet service. 4

Linen and uniform room: 5

This is the room where the linen in circulation is stored for issue when received from the laundry.The room also stocks the uniforms in current use. It should be situated next to the laundry. Theroom should be large, secure, airy, and free from humidity. There should be adequate shelves andracks to stock all linen and hanging facilities for uniforms. It should have a counter across whichexchanges can take place. Large hotels prefer to have a separate uniform room and a dedicatedlinen room since the uniformed workforce is large. LINEN AND UNIFORM ROOM (Practices &procedures) (EMPLOYEE EXCHANGE COUNTER LAUNDRY)Linen store:This room stores stocks of new linen and uniforms. It also stocks fabric and materials for softfurnishings, linen, and uniforms to be stitched. The stocks of linen should be enough to replenish 6

the entire hotel once over. Since the stock is used only when the linen in current circulation fallsshort of par, the area should be provided with shelves and racks to store linen for a longer time.The room should be cool, well ventilated, and free dampness.Sewing room:This room is used for repair work carried out on linen, uniforms, and soft furnishings. It should belarge enough to accommodate sewing machines, an ironing table, and space for items to berepaired.Floor pantry/maid's service room:Though not attached to the department physically, floor pantries are very much a part of thehousekeeping department. These are located on each guest floor to keep a stock of linen, guestsupplies, and maid's cart and cleaning supplies for that particular floor. A floor pantry stores acomplete set of linen for the whole floor over and above what is already in circulation in the rooms.The floor pantries should be tucked away from guests 'view and should be situated near the serviceelevators. It should store all housekeeping items so the housekeeping staff do not have to keepgoing back the housekeeping department or linen room for any item. It should have slaves orcupboard for linen and supply and sufficient area to park a room maid's cart.it should have sinkwith water supply.1.3.2 Functions of Housekeeping DepartmentHousekeeping department holds the responsibility of cleaning, maintenance and admirable upkeepof the hotel. The main functions of housekeeping are overall cleanliness, bed making, ensuringmaintenance of the building and its infrastructure, laundry, linen management, key control, pestcontrol, safety and security of the guests as well as the infrastructure and interior decoration. Allthis ensure the ambience and promotes a congenial environment. The basic function of thehousekeeping is explained briefly:1. Cleaning Rooms and Public AreasHousekeeping department cleans the rooms and toilets and wash basins in the room. Apart fromcleaning 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 isresponsible for the total cleanliness of a hotel.2. Bed MakingA guest requires a comfortable bed to take rest, relax and enjoy. A bed that is well- made willprovide the required comfort. Bed making is a skill that requires to be developed by thehousekeeper, as it not only provides comfort to the guest, but also adds to the pleasant ambienceof a guest's room. Guests should not be able to tell if anyone has slept in the room, so a cleanenvironment and perfect bed making is major consideration of this department.3. Linen Management 7

One of the important jobs of the Housekeeping Department is clothes and linen management. Thisinvolves 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 regularmaintenance.4. Laundry ServicesIt is the job of the Housekeeping Department to ensure clean and hygienic washing of all the linenitems, and then distributing them to different areas of the hotel. The relationship between thehousekeeping and laundry is significant for the smooth functioning of housekeeping services. Oneof the supporting roles of the laundry is to provide valet services to house guests.5. Pest ControlPest Control is another major job of the Housekeeping Department. No matter how clean one keepsthe surroundings, one cannot avoid the “uninvited guests” – the pests. It is not only embarrassingbut 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.6. Key ControlKey control is one of the major jobs of the housekeeping department. The room keys have to behandled efficiently and safely before and after letting the room.7. Safety and SecurityThe 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 atmospherewill be very tense. Hence the housekeeping department staff should be aware of ways to protecthimself and others, especially the guests around him and the property of the hotel from accidentsand 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 allhousekeeping personnel to know8. Interior DecorationInterior decoration is the art of creating a pleasant atmosphere in the living room with the aboutfirst aid as they could be the first ones on the spot to give immediate attention to a guest and alsoan employee in trouble. Addition of a complex of furnishings, art, and crafts, appropriatelycombined to achieve a planned result or design. These arts and crafts have to be well maintainedby the housekeeping department. Decorating flowers is a creative and stimulating art which often9. Room MaintenanceGood housekeeping department is just as responsible for the hotel's maintenance as an engineeringdepartment. In an ideal environment, the carries a message or theme. Flowers and indoor plantsadd colour and beauty to a room. Housekeeping staff and managers should act as the eyes and earsof 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 guestcomplaints. 8

1.4. Discuss the hierarchy of housekeeping in large medium and small hotel. Housekeeping organization chart-300-600 rooms (large hotel) EXECUTIVE HOUSEKEEPERCHIEF EX.ASST EX.ASST EX.ASST FORMALENGINEER HOUSEKEEP HOUSEKEEP HOUSEKEEE CONTRACT ER ROOMS ER PER LINENENGINEE PARASST. HOUSEKEEPI HOUSEKEEPIN HOUSEKEEPIN HORTICULTUENGINEE NG G SUPERVISOR SUPERVISOR RER LAUNDRY HOUSEKEEPIN CARPETPAINTER HOUSEKEEP HOUSEKEEPIN G CLEANINGPOLISHE INGR ATTENDAN FLORI DESK ST COORDIN ATOR 9

Housekeeping organization chart-200-300 rooms (medium hotel) EXECUTIVE HOUSEKEEPER DESK EX.ASST EX.ASST LAUNDRY HORTICULTUCOORDINA HK HK RE TOR ROOMS PUBLICPAINTER HOUSEKEEP HOUSEKEEPIN LAUNDRY HKPOLISHER ING G SUPERVISOR AND ATTENDANTSCARPENTER SUPERVISO UNIFORM (FLORIST) ROOM (GARDENER) HK HK HK ATTENDAN ATTENDAN ATTENDAN TS TS TS Housekeeping organization chart-up to 80 rooms (small hotel) HOUSEKEEPING INCHARGE HOUSEKEEPING SUPERVISOR (FOR>=50 ROOMS MULTI SKILLED HOUSEKEEPING ATTENDANTS 10

Housekeeping organization chart-up to 80-200 rooms (small hotel) EXECUTIVE HOUSEKEEPERDESK EX.ASSTATTENDANT HOUSEKEEPERLINEN/UNIFORM HOUSEKEEPING ALL CONTACTEDSUPERVISOR SUPERVISOR SERVICES (FOR>=50 ROOMS HOUSEKEEPING PUBLIC AREA ATTENDANTS SUPERVISOR (IF PA IS LARGE)1.5. Explain the attributes of housekeeping staff.Servicing guest bedrooms requires you to maintain a high standard of personal hygiene becausehousekeeping duties are physically demanding and it is likely that you will get hot and sweatywhile working. Most establishments require housekeeping staff to wear a uniform. Showerfacilities are often also provided for staff. Make surethat you shower or wash daily. Washing hair,brushing teeth and having a fresh clean body odour are very important if you are a housekeeper,and for anyone working in the hospitality industry, especially if you have guest contact.There are certain qualities which a housekeeping staff should possess in order to perform thehousekeeping functions which are sometimes more important than the skill too.  Pleasant personality- The staff should have a good presentation of ones own self when  Physical fitness- The housekeeping staff should go through a thorough medical examination and should be fit to perform the housekeeping functions.  Personal Hygiene- The housekeeping staff should have healthy skin, clean hair, eyes, teeth, nose, nails and fingers etc.  Eye for detail- The staff should possess power of critical observation to make a flawless room and keen sense to inspect rooms for perfection.  Cooperation- The staff must cooperate with staff of other departments for team work and more efficiency.  Adaptability- The staff should be able to adopt to new ideas and accept changing situations willingly 11

 Honesty- The housekeeping staff need to have this quality as they have access to all the rooms and guest belongings are left lying around. They also deal with various kinds of guest amenities that are very expensive. So they should have inherent discipline and integrity.  Tactful and diplomatic- The housekeeping staff have to handle guest requests and complaints. The guests are fussy and can make unusual requests. The staff have to be tactful and diplomatic to handle these requests.  Right attitude- The staff should have a right attitude which displays an even temper, courtesy and good humor and optimistic in nature.  Calm Behavior- Should be able to handle situations with composed personality and humbleness and politeness.  Courteous- Should be courteous to both guests and colleagues  Punctuality- Should have respect for time during working hours as this reflects on his/her sincerity.  Good memory- Should have good memory to remember staff likes, dislikes, needs and wishes of guests and especially repeat guests.1.6. Describe job description of housekeeping personnel.Housekeeping staff can be divided into three categories:1.6.1 Executive Housekeeper/Director of Housekeeping:-The executive housekeeper reports to the General Manager or the Resident Manager or the roomsdivision manager. He/she is responsible for the overall cleanliness and aesthetic upkeep of thehotel. His/her duties are:- 1. Organize, supervise and coordinate the work of housekeeping staff on day- to day basis. 2. Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel guests. 3. Prepare duty rosters and supervise the discipline and conduct of her staff. 4. Ensure proper communication within the department by conducting regular meeting with the staff. 5. Recruit new employees and train them for the housekeeping jobs. 6. Counsel and motivate employees on various duties. 7. Establish and maintain standard operating procedures for cleaning and develop new procedures to increase efficiency of labor and product use. 8. Search and test new techniques and products in the market. 9. Maintain regular inventory and checking of furniture, linen, uniform, equipments in the hotel. 10. Evaluate employee performance for promotions and transfers. 11. Approval of supply requisitions for the housekeeping and to maintain minimum stock and cost control procedures for all materials. 12. Check the reports, files, registers maintained in the department. 13. Provide budget to the management and control of budgets 12

1.6.2 Deputy HousekeeperThe deputy housekeeper reports to the executive housekeeper. His/her duties are:- 1. Check and ensure that all guestrooms, public areas, back of the house areas are clean and well maintained. 2. Inspect the work done by contractors- pest control, launry, window cleaning, etc. 3. Prepare staff schedules and duty rotas. 4. Check periodical stocktaking and maintaining of stock records for linen, uniform, equipment. 5. Provide necessary information to assist executive housekeeper in staff evaluation, disciplining, termination and promotion. 6. Develop and implement training programs within the department in consultation with the executive housekeeper. 7. Assist executive housekeeper in forecasting and budgeting for operating and capital expenditure. 8. Take charge of housekeeping department in absence of executive housekeeper.1.6.3 Assistant Housekeeper/Housekeeping Manager:-The assistant housekeeper reports to the executive housekeeper. In large hotels, where an deputyhousekeeper exists, assistant housekeeper reports to deputy housekeeper. In large hotels theresponsibilities of floors, public area are divided among assistant housekeepers. In the absence ofdeputy housekeeper, all the above mentioned duties and responsibilities are taken over by theassistant housekeeper. His/her duties are:- 1. Be responsible for efficient and orderly management of cleaning, servicing and repairing of guest rooms. 2. Be responsible for hotel linen and check its movement and distribution to room attendants. 3. Keep an inventory of all housekeeping supplies and check it regularly. 4. Provide front office list of ready rooms for allotment to guests. 5. Organize flower arrangements 6. Arrange training of staff within the department 7. Update records/ files/ registers etc. 8. Compile the maids roster. 9. Check the VIP and OOO rooms1.6.4 Floor supervisor/Floor Housekeeper:-The floor supervisor reports to the assistant housekeeper. They are responsible for the finalcondition of the guestrooms on the floors allocated to them. His/her duties are:- 1. Issue floor keys to room attendants 2. Supervise cleaning on the allotted floors and areas- including guestrooms, corridors, staircases, floor pantries of the allotted floors 3. Inspection of cleaning in rooms and coordination of the work in fllors 13

4. Supervise handling of soiled linen to laundry and requisitioning of fresh ones from housekeeping 5. Report maintenance work on the floor 6. Supervise spring cleaning. 7. Coordinate with room service for tray clearance. 8. Maintain par stock for the respective floors. 9. Facilitate provision of extra services to guests such as baby sitters, hot water bottles, other guest requests. 10. Report any safety or security hazard to the security department. 11. Check on scanty baggage 12. Prepare housekeeping status reports. 13. Inform the front office about ready rooms 14. Ensure services offered to VIPs are of highest standards.1.6.5 Public Area Supervisor:-The public area supervisor reports to the assistant housekeeper. He/ she is responsible for cleaningand inspection of the front of the house areas such as entrance, lobby, guest corridors and so on.His/her duties are:- 1. Ensure that all public areas and other functional areas are kept clean at all times. 2. Ensure all maintenance jobs are attended in coordination with the maintenance department. 3. Ensure all flower arrangements are placed in appropriate places in public areas. 4. Ensure banquet halls and conference halls are kept ready for functions and conferences.1.6.6 Night Supervisor:-The night supervisor reports to the assistant housekeeper. He supervises all night staff engaged inthe cleaning of public areas and guestrooms in hotel. His/her duties are:- 1. Ensure all public areas are thoroughly cleaned at night when the traffic is low. 2. Plan order of work and direct staff accordingly. 3. Ensure submission of room attendants reports and room status reports. 4. Provide guest supplies and attend guest requests in the night like providing water bottles, extra beds, towels etc. 5. Report safety and security hazards.1.6.7 Linen Room Supervisor/ Linen Keeper:-The linen room supervisor reports to assistant housekeeper. His/her duties are:- 1. Responsible for entire hotels linen. 2. Send dirty linen from laundry after checking. 3. Check laundered linen before giving it for ironing. 4. Provide linen to the various departments 5. Maintain register of linen movements and check linen regularly 14

6. Supervise ironing and laundering of linen of the hotel 7. Supervise work of linen room attendants and tailors 8. Make suggestions related to replacement purchases and give requirements of linen to executive housekeepers.1.6.8 Uniform Room Supervisor:-The uniform room supervisor reports to the assistant housekeeper. He/ she is responsible formaintenance of hotel staff uniforms. His/her duties are:- 1. Responsible for providing clean, serviceable uniforms to the staff. 2. Keep an inventory control of various uniforms in various stages of use 3. Set budget for procurement of uniforms and materials required for uniform1.6.9 Linen Room attendant/ Linen Room Maid:-Linen room attendants report to linen room supervisor. His/her duties are:- 1. Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks. 2. Issue clean linen on clean- for- soiled basis. 3. Place soiled linen in containers and send these to laundry. 4. Examine and count each linen item when send to laundry and again on return. 5. Send torn articles to seamstress for repair. 6. Maintain proper records of discards and deermine percentage of discards.1.6.10 Uniform Room attendant:-A uniform room attendant reports to uniform room supervisor. His/her duties are:-i) Issue cleanuniforms while receiving soiled onesii) Send soiled uniforms for laundering. 1. Send torn uniforms to seamstress for mending. 2. Keep count of uniforms. 3. Shelve laundered uniforms after verifying types of articles. 4. Count and record linen.1.6.11 Storekeeper:-A storekeeper reports to senior floor or linen room supervisor. His/her duties are:-i) Control thestock of equipment.ii) Issue equipment and cleaning materials as per demand. 1. Prepare requisitions for materials required. 2. Coordinate with purchase department for procurement of approved materials. 15

1.6.12 Desk Control Supervisor:-The control desk supervisor reports to the assistant housekeeper. It is the nerve centre ofhousekeeping department and is manned 24 hours a day. His/her duties are:- 1. Coordination with front office for information on departure rooms and handing of clean rooms. 2. Receive complaints on maintenance and housekeeping. 3. Maintain registers kept at control desk. 4. Receive special requests from guests. 5. Maintain latest reports regarding room occupancy, VIPs, status of rooms etc. 6. Delegation of work to attendants and supervisors. 7. Attend to phone calls received at control desk 8. Responsible for issuing guestroom keys and maintaining key register1.6.13 Guest room attendant/ Room maids/ Chamber maids/GRA:-Guest room attendant(GRA) report to the floor supervisor. His/her duties are:- 1. Cleans the rooms 2. Change guestroom and bathroom linen. 3. Make guest room beds. 4. Replenish guest supplies. 5. Answer guest requests promptly on the floor. 6. Responsible for collecting guest laundry. 7. Servicing of rooms in the evening( turndown service) and also provide second service. 8. Handover lost and found articles if any found in the room 9. Replenish maids cart with supplies for the next shift 10. Arrange and stock the pantry with linen and supplies.1.6.14 Head House person:-He /she reports to the public area supervisor. His/her duties are:- 1. Supervises work allotted to the housemen in public areas. 2. Supervise work of people who clean carpets, wall washers, window washers. 3. Supervise work of chandelier cleaners, vaccum cleaning machine operators1.6.15 House persons:-They report to the head house persons or the public area supervisor. His/her duties are:- 1. Shift furniture in public areas. 2. Clear the garbages 3. Polish all brassware in public areas 4. Clean all doors, windows and ventilators. 16

5. Clean fire fighting equipments. 6. Clean the shafts and terraces. 7. Clean chandeliers, draperies and other hard to reach areas in public areas.1.6.16 Tailors, seamstress and upholsterers:-They report to the Linen Room Supervisor. His/her duties are:- 1. Mending and stitching uniforms, linen, upholstery etc. 2. Alteration of uniforms if required. 3. Refurnish all damaged upholstery. 4. Repair guest clothes if required. 5. Calculate materials required for uniforms and upholstery and purchase accordingly.1.6.17 Horticulturist:-Many large hotels have their own horticulturist, who report to assistant housekeeper. He / she leadsa team of gardener in maintaining landscaped gardens of the hotel as well as in supplying flowersfrom gardens for flower arrangements in the hotels. Flowers are used largely to enhance aestheticappeal of various areas of the hotel.1.6.18 Head Gardener:-He reports to the horticulturist and maintains landscaped areas and gardens in the hotel. His/herduties are:- 1. Brief, schedule, allot duties 2. Purchase plant seeds, plantings 3. Purchase and supervise usage of manure and fertilizers. 4. Maintain watering schedules of plants and attend problems regarding watering schedules. 5. Maintain and prepare indoor plants for the hotel. 6. Supervise and maintaining the lawns. 7. Ensure gardeners are handling equipments and tools efficiently.1.6.19 Gardeners:-Gardeners report to the head gardener or the horticulturist. They keep landscaped areas, lawns andgardens clean and aesthetically beautiful. His/her duties are:- 1. Dig landscaped areas and maintain them. 2. Plant saplings and seeds 3. Water gardens as per schedules. 4. Maintain plant nursery and greenhouse. 5. Prepare potted flowers and potted plants. 17

1.6.20 Florist:-Florists employ their own florist. Providing attractive flower arrangements for the entire hotel istheir responsibility. They report to the horticulturist. His/her duties are:-1. Collect fresh flowers from gardeners every day.2. Purchase flowers from dealers3. Prepare different flower arrangements for different areas- lobbies, front office, restaurants, guestrooms, banquet halls etc.4. Treat cut flowers so that they last longer.5. Maintain flower arrangements by changing water, etc .6. Responsible for flower arranging equipments and equipments, accessories etc.7. Train the assistant florist.1.6.21 Laundry Manager:-He/she is in charge of the laundry and Laundry Manager reports to the Director of housekeeping.He/she is responsible for entire functioning of laundry and dry cleaning unit. He /she should havegood knowledge of fabrics and chemicals and laundry machines.1.6.22 Laundry Supervisor:-He/she is in charge of the functioning of the laundry in the absence of laundry manager. He musthave the knowledge of all the aspects of the laundry equipment, chemicals and fabrics.1.6.23 Dry cleaner and washers:-He/ she is in charge of dry cleaning of the hotel linen and guest clothing and washer does thelaundering of the linen, uniforms and guest clothing.1.6.24 Laundry workers:-They are the staff of laundry who perform following duties;-1. Spot stained fabrics before loading them into washing machines.2. Load soiled linen into washing machines, feed in the right amount of detergent and other laundering chemicals.3. Load washed linen into dryers.4. Clean equipments after use.5. Sort soiled linen according to fabric types, colors, degree of soiling.6. Transport soiled linen from linen room to laundry and fresh linen from laundry to linen room. 18

1.6.25 Valet/ Runners:-“Valet service” means that they take care of guest laundry. They report to the linen roomsupervisor. They are responsible for collecting soiled guest laundry and delivering fresh guestlaundry.1.7. Describe the co-ordination with other departments like front office,engineering, F& B, security, purchase, HRD, accounts.All departments within a hotel are required to have a mutual cooperation and teamwork, which isof guest importance and for their effective functioning. No department is isolated, they areinterdependent. If people observe maximum courtesy this helps the work to be more pleasant andusually in smoother operation.The housekeeping department has very close relation-ship with front office; essential informationhas to be passed for efficient functioning. 19

1. Front officeCoordinates with front office department are one of the important features of housekeeping. Assoon as there are guest departures the front office rings the house keeping desk and reports theroom number of rooms vacated so that housekeeping can take them over to clean and prepare itfor sale. Once the rooms are cleaned house keeping supervisor checks the room and ring the housekeeping desk supervisor and hands over the clean room. Housekeeping desk supervisor theninforms the front office about the clean or ready rooms for sole. Rooms received by housekeepingfor cleaning are called departure room. While cleaned rooms handed to the front office for sole arecalled clean or ready rooms.FRONT OFFICE HOUSE KEEPING1. Occupancy forecast is given to This enables housekeeping department to planhousekeeping department could be given extra cleaning work and plan for staff holidaysannually, monthly, weekly or daily.2. Night report gives the status of each room Enables housekeeping to allocate the work forand also the occupancy percentage the day.3. Daily VIP arrival list and VIP’s in-house Enables housekeeping to prepare rooms for VIPguest list. arrivals and check on good service for VIP staying on.4. Daily anticipated departure list Enables housekeeping to plan due work for the day5. Long term forecast of VIP arrivals When VIP are due the house keeping puts the suites off for a few days in advance to prepare in advance the room for the VIP arrivals6. Group rooming list (tourist in group) Helps housekeeping to organize the daily work better. It also helps in placement of supply of any item given extra.7. Room changes Important in case of lost and found items or in case of laundry8. Arrival list Enables housekeeping to keep required number of ready room for sale.HOUSE KEEPING FRONT OFFICE1. Occupancy report (given twice a day 10am, Since physical checks of status of rooms are4pm and 9.30pm) taken by housekeeping, this report should tally 20

with front office report discrepancies needed to be investigated.2. Check out ready room This enables reception to know which rooms are ready to be let out.3. Sleep out list It a guest has not slept in the hotel it can indicate him as a skipper, that is he has abandoned his luggage and left. This is the first and can course loss revenue.4. Out of order room list These rooms cannot be lots out and the reception needs to know for approximately how long it is foreseeing.5. Unusual observations, little or no luggage, This indicates possible loss of revenuecarrying pets or strange behaviour by guest.2. Engineering and maintenance department  Maintenance takes care of all kinds of repairs that are electrical lights wiring etc.  Air condition – not working  Plumbing – Bathroom fixtures like bathtubs, tops, showerheads, water closets, flush handle, wash basin, tube etc.  Carpentry – Repair of furniture  Masonry – Crack on the wall or joints of tiles where filling needs to be done.All the above maintenance complaints which are received by the Desk Housekeeper from the floorsupervisor is informed to the maintenance department by telephone, maintains order slip then therepairs and complaints are attended by maintenance personnel. It is further double checked by thefloor supervisor and cleared to the desk housekeeper for sole.HOUSE KEEPING ENGINEERING AND MAINTENANCE1. Maintenance requests – since housekeeper or Maintenance department organizes thesupervisor check each and every room every attendance or technician to work accordingly.room every day, they check for maintenancefaults and informs maintenance department.2. Special cleaning programs – rooms or public Maintenance can check those rooms for anyareas are taken for special cleaning programs repairs. 21

3. Snagging list - list of jobs to be done by Enables the department to plan work inmaintenance department. When housekeeping advance.locks the room for redecoration or renovation.ENGINEERING AND MAINTENANCE HOUSE KEEPING1. Preventive maintenance e.g. plumbing, After the preventive maintenance is doneelectrical checks etc. housekeeping organises to clear these rooms2. Special requirement in equipment servicing Housekeeping arranges for the delivery and collection of that equipment’s and collection of that equipment’s sent to maintenance departments.3. Food and beverage division  PRODUCTION DEPARTMENT Generally coordinates with the housekeeping for uniform of the staff and exchange of kitchen dusters.  SERVICE DEPARTMENT1. From the banquet sections or banquet Enable housekeeping department to forward andfunctions, soil linen is sent to the house keeping, plan linen requirement and order for flowersalso a banquet function sheet is sent to the house arrange clock room attendants housekeeping alsokeeping in advance, and it gives details of the makes sure that all banquet halls are clean for thefunction time, number of people location of the function.function, flower arrangements required andlinen requirement.HOUSE KEEPING SERVICE1. Linen and uniform inventory plans, give Enables food and beverage staff to be prepared fordetails of date, time and location of stock taking. stock taking2. Shampooing and special cleaning of public Ensures that food and beverage service does notarea. try to use these areas at this time. In restaurant the staff would ensure to corporate with the housekeeping department.4. Personnel departmentHousekeeping coordinates with personal department for requirement of housekeeping staff, salaryadministration indiscipline, grievance, procedure, identify cords for staff, induction (introduction)locker facilities, transverse promotion etc. 22

5. Purchase departmentHousekeeping department coordinate with a purchase department for the purchase of all necessaryindents (supplier) like uniform material, linen cleaning agents and materials, equipment, guestsupplies, capital expenditure items (major expenditure). Once in the main store (general mainstore) from the main store indents are issued to the respective department from the store(Housekeeping). The indents are then taken to floors either to the rooms or public area.6. Laundry departmentThis is the department that can either enhance or kills the quality of housekeeping service,responsibility of laundry is  Wash and dry clean linen and staff,  Uniforms to very high standard of cleanliness  To supply clean, uniform and linen to housekeeping on time  To wash and dry clean guest’s clothesHousekeeping should ensure that clean linen is issued to restaurants health club, guestroom as itreflects the quality and the image of the establishment.7. SecurityThe guestroom is the most private place and a hotel goes through great length to ensure guestprivacy and security. However a guest can take advantage of the situation by using the room forgambling etc. In such case security department must be notified. Housekeeping also coordinateswith security department pertaining to lost and found article. The expensive articles are stored withthe security department. 1. Account DepartmentHousekeeping department coordinate with finance and account department for preparingdepartmental budget. They also coordinate with each other for salary to be paid. 23

Unit 2: Guest Rooms2.1 Describe guest room.\"A bedroom for a person who is invited to visit or stay in someone's home.\"The sales of rooms constitute approximately 50 percent or more of the total hotel revenue. A saleof room would mean leasing of the room for occupation for 24 hours at a predetermined cost. Aroom not sold on a particular day has lost its opportunity to earn revenue for that day. Hence roomsare referred to as highest perishable commodities in hotel. The loss of an opportunity to sell a roomcan also be due to inefficiently for housekeeping in having a room ready when required.ComfortThe hotel spend efforts in ensuring the quality of beds, mattress, weather control, channel music,hot and cold water, centralized AC, etc. The comfort must be regularly maintained and functionedby housekeeping department.Security  The security devise that hotel provides is to restrict entrance to the room through only one door;  A double locking system from inside;  Strict control on room keys and master keys;  Chain locking the door from within to further augment the door locking system;  Precautions in the room to ensure all electrical wiring is concealed and no equipment in the room is faculty;  Fire exist layout in the room, etc.Privacy  Room windows are provided with curtains. Superior hotels would have daylight curtains and heavy night curtains.  Windows would normally overlook good scenic views, away from the prying eyes of others in the hotel or the outside public.  The entrance into a room procedure is well defined to ensure guest privacy.  Attached bathrooms are also a measure towards privacy.Convenience  A guest is provided entertainments, food and beverage services, telephone services, internet services, etc. in his room,  The guest is thus free to spend all the time towards fulfilling the purpose of his visit (holiday or business). The housekeeping should provide such literature in the room.Cleanliness and Hygiene  The housekeeping department has a pivotal role to play in this aspect.2.2 Describe the types of guest rooms.Each hotel has a variety of rooms to suit the needs of the guest. Following are the types of roomsusually found in a hotel. 24

Single room: - A room that has one single bed and is meant for one person. Size of bed is 36”x75”Double room: - Room with a double bed meant for a 2 people. Size of bed is 54”x75”Twin room: - A room with 2 single beds separated from each other meant for 2 people. Size ofbed is 39”x 75”.Twin double room or double –double room: - A room with 2 double beds separated from eachother meant for 4 people.Triad room: - A room with 3 single beds separated from each other .meant for 3 people.Quad room: - A room with 4 single beds separated from each other meant for 4 people.Hollywood twin bedded room: - A room with 2 single beds separated from each other but havea common headboard meant for 2 people.Parlour: - It is a sitting room or a living room attached to a parlour bedroom meant for sitting andrelaxing.Studio room: - A parlour set up with one or two studio beds or couches or sofas that can beconverted into beds.Suite room: - A living room with one or more bedrooms, a kitchenette and a mini bar, it is animportant room because,  Size of the room is larger.  More facilities provided like compact kitchenette with fridge.  A particular theme is followed for its colour & décor.  Very elaborate furnishings & fittings are used.Duplex room: - A set of rooms at different floor levels, connected by an internal stairway,generally the living room is at the lower level and the bedroom above.Interconnecting rooms: - Two rooms adjacent to each other, having an interconnecting door,allowing entry from one room to the other without having to go through the corridor, generallypreferred by familiesPenthouse: - A set of rooms situated on the topmost floor a part of which may be open to the skyand be used as a terrace garden.Adjacent rooms: - Rooms next to each other along the corridor or acrossAdjoining rooms: - Rooms with a common wall but no interconnecting doorsCabana: - Rooms situated next to the swimming pool usually attractively furnished may also havea sofa-cum-bed.Efficiency room: - A room with kitchen facilities usually found in residential hotels, motels &resortsHospitality room: - Rooms let out to guests to entertain their own guests usually charged on anhourly basis.Lanai room: - A room with a veranda that overlooks the garden or the lawnsQueensized bedroom: - A room with a queen-size bed2.3 Enlist supplies and contents guest bed room and bathroom.It is the most important duty of the housekeeping staff to prepare the guest room and the otherplaces in the hotel so that the guest is most comfortable. Due to this, the housekeeping staff placessome necessary supplies in the guest rooms and guest bathrooms. The idea behind is, the guestneed not pack and carry each and every essential article while travelling. 25

As per the hotel policy, and the standard of the room, the lists of these supplies may change. Thehousekeeping staff needs to ensure that those supplies are kept in appropriate numbers andcondition while preparing room for guest check-in.List of Supplies for Guest Bed RoomThe guest room supplies are considered as guest essentials. The housekeeping staff places thefollowing standard supplies in the guest room −  Furniture:-It includes bed, bedside table, chairs, wardrobe with locker facility, writing table, dressing table, center table, and a magazine holder.  Bedding:-It includes mattress, bed sheet, bed cover, quilt, quilt cover, pillows, and pillow cases.  Bedside Supplies:-They include non-slip mats on the either sides of the bed.  Bedside Table Supplies:-They involve a telephone device, and a printed compiled list of important intercom numbers such as reception, restaurant, and laundry of the hotel. The housekeeping staff also provides a copy of Bible, Geeta, or Koran, depending upon the prior knowledge of the guest’s religious orientation.  Center Table Supplies:-It includes room service, laundry service, and spa and health club rate cards. It also has an ash tray and a small decorative center piece.  Clothing and Clothing Care:-It involves bathrobe, coffee table cover, rocking chair cover, and hangers for clothes and ties.  Hospitality Tray:-It is a small tray with compartments that holds sachets of coffee, tea, cocoa powder, creamer, and sugar. Some hotels also offer the sachets of condiments like black and white pepper powder, and salt. They also keep an electric kettle, a couple of cups, saucers, spoons, and water bottle so that the guest can make the beverage of his choice once in a day.  Mini Bar Supplies:-It includes a small personal refrigerator filled with a couple of soft drinks, alcoholic drinks, soda, and ice cubes. It also involves a couple of personal servings of salted peanuts, cashew nuts, or chips.  Writing Desk Supplies:-A writing pad, a pencil, an eraser, promotional brochures, La carte menu, and the short list of places of historical and commercial importance in the city for guest’s reference.List of Supplies for Guest BathroomThey are also considered as guest essentials. The guests are expected to use these supplies or takethem away on departure. Depending upon the type of room, the list of supplies for guest bathroomare −  Bathroom Attachments − Bath area with shower and handheld shower attachments, a bath tub with hot-cold water mixer and handheld shower attachment, soap dispenser, toilet paper attachment, towel holder, and a basin with hot-cold water mixer attachment.  Towels − The couple of pairs of a large and a small towels each for the guests to be used according to their requirement. 26

 Dustbin − A small dustbin with lid, which can be often, opened by the foot and lined with a plastic bag from inside.  Non-slip Foot-mat − It is often, kept near the bathtub.  Slippers − Flat non-slip slippers for the guest.  Mirror − A large mirror is often, fit on the wall above the basin.  Hair Dryer − A wall mounted fixed hair dryer for the guest is kept in the bathrooms.  Vanity Tray − It contains small bottles of shower gel, shampoo, and conditioner. Some hotels also provide moisturizer, shower cap, hand and foot cream, ear buds, and a small manicure kit. It may also contain a couple of empty glasses, disposable toothbrushes, and a small bottle of mouthwash.Items Provided on RequestThe items provided on request are given to the guests when they ask for them. These are thesupplies apart from regular supplies required by some guests. These are often provided as the guestexpendables. Some of them are −  Alarm clock  Comb  Crib or Cradle  Disposable Diapers  Disposable razor  Electric blanket  Electric fan  Extra blankets  First aid medical kit 27

 Handheld shower attachment  Hearing equipment  Hot water bag  Iron  Ironing board  Pillow  Potty Ring for toilet  Raised toilet seat  Sanitary napkins  Sewing kit  Stationery items  Tampons  Wipes2.3.1 Its importance2.3.2 Proper place2.4 Describe the amenities & facilities for VIP guest rooms.VIP amenities are always something like the cherry on the cake. The VIPs are treated with extraattention, pamper, and care. Hotels provide the following amenities to the VIPs depending upontheir 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.2.5 Describe different types of bed with size.Beds come in a wide array of shapes and sizes. Most countries have a standard set of four sizes ofmattresses. While the Double size appears to be a standard among English speaking countries,based on the imperial measurement of 4 ft. 6 in. by 6 ft. 3 in., the sizes for other bed types tend tovary. The European sizes differ; and their measurements are based on the metric system. 28

Standard Sizes of Bed: - Modem manufacturing conventions have resulted in a limited numberof standard sizes of commercial bedding for mattresses and box springs. They vary with thecountry of origin.U.S. Sizes:Twin Extra Long: - 38 x 80 in (0.99 x 2.03 m) this size is fairly popular in college dormitories.Three Quarter: - 48 x 75 in (1.22 x 1.90 m) often (47-48) X 72 inch. This size is consideredobsolete by the major manufacturers.Super Single: - 48 x 84 in (1.22 x 2.13 m) Olympic Queen 66 x 80 in (1.68 x 2.03 m) a noveltysize by Simmons.California Queen: - 60 x 84 in (1.52 x 2.13 m) Eastern King 76 x 80 in (1.93 x 2.03 m) Analternate name for a U.S. King.California King: - 72 x 84 in (1.83 x 2.13 m) A common size on the West Coast of the UnitedStates. Also called a Western King, West Coast King, or WC King. Long King 72 x 104 in (1.83mx 2.64m)U.K. Sizes:Small Single: - 30 x 75 in (0.76 x 1.91 m)Super Single: - 42 x 75 in (1.07 x 1.91 m)Small Double: - 48 x 75 in (1.22 x 1.91 m) also called three quarterNormal Double: - 54x75 in (1.37 x 1.91 m)European Sizes:Normal Size - 80 cm bed or 80 x 200 cm bed.Extra Small Single - (30 x 79 in) 0.75 x 2 mSmall Single - (31 x 79 in) 0.8 x 2 mLarge Single - (39 x 79 in) 1 x 2 m 29

Unit 3: Cleaning Equipment and Cleaning Agents3.1. Describe the classification, use, care, storage & maintenance of cleaningagents and equipment.The housekeeping staff needs to clean various guest rooms, guest bathrooms, and a number ofpublic areas in the hotel. The staff needs to take the help of various cleaning equipment whiletrying to keep the hotel premises to the highest standard of appearance.Advantages of Cleaning EquipmentThe cleaning equipment are advantageous in multiple ways −  Equally effective for general as well as tougher cleaning tasks.  High cleaning capability.  Reduce work fatigue and increase productivity.  Save the time of hotel housekeeping staff.  High maneuverability. They can reach any corner or height of the room, which is otherwise difficult to reach.  Eco-friendly, widely available, and easy to operate.  They give protection from injuries occurring while cleaning when they are handled by using proper instructions.Classification and Use of cleaning Agent and EquipmentThere are broadly categorized as follows:-Manual Cleaning EquipmentAs the name suggests, they are used manually to keep the surfaces clean. Some commonly usedmanual 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 paper.  Brushes − They are handheld flat brushes with bristles to dust the plain surfaces as well as the corners. They come with non-slip handles and stiff scratch-free bristles. They help removing stubborn dust.  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. 30

 Janitor’s trolley − It is a trolley that stores cleaning supplies such as detergents, spray bottles, dustbin, 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 surfaces 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 offshoots 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 cleaning. They are also used to spray water on the delicate flowers or leaves of flower arrangement.Electric Cleaning EquipmentAs the name depicts, these equipment require electrical power to operate. They are operated eitheron AC power or on the battery. Some important electric equipment are −  Box Sweeper − It is electric sweeper that consists of a friction brush. The brush often is fit to revolve 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.  Vacuum Cleaner − It is again a majorly used equipment in hotel housekeeping. It comes with a suction motor fit in a case, a hose, and various attachment for delicate as well as tough cleaning requirements.  Polishing Machine − They are used to add a shine to the floors of most frequented areas of the hotel.  Scrubber − It is a floor care accessory that comes with handheld electrically operated scrubber. It is used where only mopping doesn’t suffice. It can scrub stubborn and sticky stains on the floors of cafeterias, restaurants, lobbies, and fitness areas where people can take food and beverages.  Vapor Cleaning Machine − They are used where the chemical odors are not desired. They are equipped for continuous operation. They heat up quickly and work with low amount of moisture. They kill the beg bugs and their eggs, the yielding a completely clean environment.Cleaning Agents or ChemicalsApart from water and regular detergents, the housekeeping staff also uses cleaning chemicals,which are often available in the form of liquids, blocks, and powders. 31

 Water − It is the most commonly used medium for cleaning and rinsing. The housekeeping staff needs to use only soft water because hard water cannot dilute detergents properly. Non-oily and non-greasy stains such as ink stains can be removed using water. Vinegar − It is used in removing light stains in the bath. Bathroom Cleaners: - They come in liquid form for easy cleaning. They clean, descale, and disinfect the bathroom walls, bathtubs, bathroom flooring, sinks, and showers. They often contain phosphoric acid. Clean Air Sprays: -They are best for freshening the hotel corridors, washrooms, bathrooms, and reception areas. These sprays remove the pungent smell of tobacco, smoke, and organic wastes. Degreaser: - This is mainly used in bars to remove the marks of grease and lipstick that cannot be removed by traditional washing of glasses and cups. Degreaser restores the surface shine and transparency of the glasses and bowls. Floor Cleaners and Sealers: - One of the important tasks of hotel housekeeping is cleaning the floor periodically and keeping it sealed with the help of sealer of the right consistency for optimum maintenance. Some areas in the hotel are busy and bear heavy traffic such as lobby, corridors, parking areas, restaurants, and dining halls. Their floorings loses smoothness and shine. In such a case, the floor cleaners and sealers are used for restoring their look and shine. Laundry Cleaners: -They are liquid concentrates with variable amount of peroxide that removes tough stains, bleaches the linen, and enhances its whiteness. A number of chemicals are used in dry-cleaning. They are camphor oil, turpentine spirits, benzene, kerosene and white gasoline, petroleum solvents such as naphtha blends, chloroform, carbon tetrachloride, and liquid carbon dioxide. They remove the stains from silk tapestry without damaging the fibers. Surface Sanitizers: - They often come in the form of liquid concentrate. They are water- based and sanitize the surfaces without damaging their appearance. The sanitizers reduce the presence of bacteria to a great extent. They come with different concentrations and fragrances. Toilet Blocks: - They deodorize the toilets and leave them with a fresh smell. They come with two variants: continuous action and instant action. They contain oxidizing agents such as ozone, hydrogen peroxide, or chlorine that removes unpleasant organic odor from the surface of a material. Toilet Cleaners: - They are available in liquid form containing strong hydrochloric acid. They remove stains and plumbing scales easily, and restore the shine of their surface. Carpet Cleaning Agents: - Cleaning and maintaining the carpets are important tasks of hotel housekeeping. As suggested by the Carpet and Rug Institute (CRI), carpet cleaning is complete when the following issues are tackled − o Soil containment o Vacuuming o Spotting o Interim cleaning o Restorative cleaning 32

Carpet cleaning chemicals are often low-moisture, fast-drying cleaners that take care of the above said issues effectively  Swimming Pool Cleaners: - They are used for cleaning the swimming pool water. Some of them are TCCA-90 granules or tablets, SDIC, hydrochloric acid (HCL), liquid chlorine, and alum. The pool cleaning chemicals kill the bacterial and algae growth in the water.The chemicals like Sodium Dichloroisocyanurate (SDIC) has 60% of chlorine content and is usedworldwide for disinfecting water. The pool cleaning chemicals dissolve fast in water and providequick cleaning results. The housekeeping staff needs to take extra care while cleaning baby poolsusing these cleaners.Care and storage of cleaning agents and equipment.Equipment care:  All staff should know the correct methods of care cleaning and storage.  The correct equipment should be used for each task and used correctly.  All equipment should be cleaned after use.  Manufacturer’s instructions for operation and maintenance should be followed.  Equipment should be stored correctly.  All equipment must be inspected before and after use and all defects should be reported.Storage:  Provision should be made for correct storage of all equipment.  There should be space for each machine.  Shelves, cupboards, drawers for all spare parts, e.g. mop, brush heads pads should be provided.  Storage place should be equipped with power points.  Proper lighting should be provided.3.1.1. Explain the selection & purchase criteria of cleaning agents and equipment.Selection & purchase criteria of cleaning agents1. Mild cleaning agents are generally preferred for cleaning as they are less injurious.2. Strong chemicals and abrasives may be easy to clean and the surface would look better, but onthe long run it may damage the surface.3. Cleaning agents have to be purchased in manageable containers as bulk purchases could causecongestion in stores. The containers must have reliable lids, corks as defective ones could result inwastage due to evaporation.4. Strong smelling agents like paraffin must be avoided due to the offensive smells they lend tothe environment.5. Pollutant free / less polluting cleaning agents should be used to protect not only the hotel staffand guest but also people at large.Selection & purchase criteria of cleaning equipment 33

It is the responsibility of executive housekeeper to procure the ideal most efficient equipment forher staff to ensure maximum productivity.The choice of equipment to be purchased is made after considering the following factor:Safety in operationSuitability to the type of area, surface, work, amount of obstruction and cleaning frequency.Versatility to undertake various types of cleaning.Work performance in terms of capacity and machine and consumer reports on performance.Ease of handling in terms of size, weight and height of the machine and ease of maneuvering andoperating.Portability in terms of ease of transfer between floors and the provision of wheels and detachableparts and consumer reports on life expectancy.Noise level which is a more important consideration for hospitals than hotels.Availability of spare parts, easy servicing conditions and lead time after booking of equipment.Protective design which may feature a protective edging to prevent damage to wall furniture andfittings and no sharp edgesEase of storage in terms of ease of dismantling detachable parts and storage space required(compactness).Cost as a sum of initial costs, operating costs, maintenance and depreciation, as well as hiringconsiderations as opposed to purchasing.3.1.2. Explain the distribution & control of cleaning agents and equipment.3.1.3. Explain the safety measure while using cleaning agents and equipment.Best practices for handling chemicals, proper personal protective equipment selection, materialhandling, and slip, trip, and fall prevention are discussed. Students will gain an understanding ofhow to identify at-risk situations and how to avoid serious injury or illness.Housekeepers are exposed to a variety of hazards while on the job and perform a variety of tasksthroughout their work shift. Proper training to identify hazards and risks associated with thesetasks will help prevent employee injury.Where Do We Begin? 34

Before an employee is assigned housekeeping tasks, an evaluation of all job procedures should becompleted to identify hazards. This process is called a Job Safety Analysis commonly referred toas a \"JSA\". Typically, a supervisor or safety officer is responsible for looking at every step in awork procedure. Evaluating each task allows the supervisor to determine if a particular step hasthe potential to cause an injury. Any procedure that could cause injury can then be corrected orremoved if possible. If the procedure cannot be removed or corrected, the supervisor shouldimplement controls to ensure worker safety.Personal Protective Equipment (PPE)Once the evaluation has been made, determine if personal protective equipment (PPE) is needed.Selecting the proper PPE depends upon the nature of the tasks and the identified hazards. Forexample, when dealing with chemical hazards, consult the material safety data sheet (MSDS) todetermine what type of PPE is needed to properly protect employees. Every chemical on-siteshould have a corresponding MSDS sheet that gives detailed information about the chemical.Examples of types of personal protective equipment to consider:  Gloves (work gloves, latex, nitrile, chemical-specific)  Safety glasses, goggles  Face shields  Sleeve protectors  Aprons  Slip-resistant shoesBack BeltsContrary to popular belief, back belts are not a good personal protective equipment selection forpreventing strain injuries. NIOSH does not recommend back belts for use in occupational settingsor for use as personal protective equipment. Studies have shown that wearing belts for extendedperiods of time and/or cinching them too tightly can cause heart strain, mobility limitations, andcreate a false sense of security.At-Risk SituationsWhat is an at-risk situation? An at-risk situation is one that has the potential for injury. Examplesof at-risk situations are lifting heavy objects and repetitive motion tasks. Additionally, the workenvironment may be considered an at-risk situation when working around hazards like asbestosand lead found in many older structures. Exposure to potentially violent situations or workingalone should also be considered when identifying at-risk situations. Housekeeping employees, withthe many different tasks they perform, are exposed to more at-risk situations than many otheremployees. Identifying these at-risk situations is very important to prevent injury.Once job hazards have been identified and proper personal protective equipment selected,special precautions must be taken when handling chemicals, transporting materials, and avoidingslip and fall hazards. 35

Working with ChemicalsEye protection and possibly face protection should be used if there is a possibility that chemicalscould be sprayed in the face and eyes.Examples include spraying windows with window washing chemicals and spraying shower wallswith chemicals.A protective apron and eye protection should be worn when employees must mix chemicals. Oneway to remove the hazards associated with chemical mixing is to provide pre-mixed chemicalsolutions for employee use. Providing a station with pre-mixed solutions also takes the guessworkout of proper dilution ratios. Additionally, less chemical waste saves money.It is important to emphasize that employees remove gloves and any other PPE that may bechemically contaminated before they go into public areas. Employees should also remove PPEafter completing the tasks associated with a particular job. An employee wearing chemicallycontaminated PPE may contaminate another employee or family member. Hand washing is alsoimportant when handling chemicals to prevent ingesting or absorbing a harmful substance. It is agood practice to wash hands whether gloves are worn or not.Eating, drinking, and storing consumables around chemicals should be strictly prohibited.Permitting this behavior can also lead to ingesting hazardous chemicals. Smoking aroundchemicals poses a double threat. The obvious hazard: creating a potential chemical fire by smokingaround flammable and combustible materials. Secondly, chemical ingestion or inhalation canoccur when smoking with chemically contaminated hands. The smallest amount of chemicalresidue on an employee's hands can be ingested by mouth or inhaled after the contaminated portionof the cigarette is ignited.Handling BiohazardsHousekeeping employees may encounter biohazards including blood and other bodily fluidsduring their regular work shift. These biohazards should be treated like hazardous chemicals. Allbiohazards should be treated as if they are contaminated with potentially infectious bloodbornepathogens like HIV and Hepatitis B. Employees need to be trained to handle biohazards prior toselecting personal protective equipment. If employees are not trained, they should be advised tocontact a trained employee. The appropriate personal protective equipment should then be usedto protect the employee from exposure. A biohazard cleanup kit should be provided in a centrallocation.Material HandlingHousekeeping employees may also move furniture, equipment, and various tools to complete atask. If it is deemed necessary to handle materials manually after a hazard assessment has beendone, the employee should be coached about how to prevent a strain or sprain injury. Employeesshould be encouraged to lift the amount of weight that is comfortable. If the weight of an objectseems excessive, assistance should be obtained. If lifting, pushing, pulling and carrying objects is 36

not absolutely necessary, DON'T. Some tools that make material handling easier includehousekeeping carts, mop buckets with wheels, removable ramps, water pick up machines, andportable vacuum packs.Slips, Trips, and FallsWearing the proper footwear can help prevent slips, trips, and falls. Housekeeping employeesworking on floors covered by water or grease may need rubber boots, shoe covers, or rubber soledshoes for traction. Employees involved with floor waxing and stripping also need appropriate footprotection. \"Wet floor\" signs should be used to warn others walking in the area that there is apotential slip, trip, or fall hazard. Remember to remove the floor signs when the area is dry. Theemployee should also adjust the pace of work and walking stride when encountering slipperywalking surfaces. If an area is wet, an employee should slow down to compensate for the reducedtraction.Ladders and StepstoolsEmployees should select the right ladder for the job. The ladder should be tall enough to reach thework area without requiring the employee to stand on the top two rungs of the ladder. Employeesshould not straddle or sit on the top of the ladder and should maintain three points of contact at alltimes while on the ladder. All ladders and stepstools should be inspected prior to use. The ladderrungs or stepstool steps, latches, and platforms should be inspected for damage. If any componentof the ladder is damaged, immediately remove it from service.Electrical EquipmentGround fault circuit interrupters, commonly called GFCI's, should be used on any equipmentexposed to, or potentially exposed to water. While many modern pieces of equipment may haveGCFI's built into them, any piece of equipment without an internal GFCI will need to utilize anexternal GFCI. Inspect all extension and equipment power cords before use and immediatelyremove any damaged or otherwise altered cords from service. Take special care when unpluggingelectrical cords from wall outlets and avoid tugging on the cord, which may cause damage.Housekeeping is a very physically demanding occupation. Understanding exposure to injuries andavailable protective measures, in addition to using proper procedures and tools, will lower thefrequency of accidents and serious injuries within the housekeeping department.3.1.4. Cleaning agentsVarious types of cleaning agents are used for cleaning the guest rooms, bathroom, toilets and otherpublic areas. Typical cleaning agents include aqueous and semi-aqueous cleaning agents, solvents,acids, alkalis and abrasives. The different types of cleaning agents used are discussed below:SolventsA solvent is a liquid that dissolves a solid or liquid solute, resulting in a solution. The most commonsolvent used in everyday life is water. It is the simplest cleaning agent and some forms of dirt willbe dissolved by it, but normally unless it is used in conjunction with some other agent like 37

detergent, water is not an effective cleaning agent. Precaution must be taken to change the waterfrequently when it gets dirty because it could leave a film of dirt instead of removing it. Warmwater dissolves soap more readily than cold water; hence it must be used to remove dirty soaplather. Caution must be taken that the water is ‘soft’as most detergents are ineffective with hardwater. Moreover, hard water does not wet the surface adequately which is a precondition for goodcleaning action.Detergents & soapsDetergent is a compound, or a mixture of compounds, intended to assist cleaning. The term issometimes used to differentiate between soap and other chemical surfactants used for cleaningpurposes. Detergents and soaps are used for cleaning because pure water can't remove oily, organicsoiling. Soap cleans by acting as an emulsifier. Basically, soap allows oil and water to mix so thatoily grime can be removed during rinsing.Detergents are primarily surfactants (Example Tween 20), which are produced frompetrochemicals. Surfactants lower the surface tension of water, essentially making it ‘wetter’sothat it is less likely to stick to itself and more likely to interact with oil and grease. Detergents aresimilar to soap, but they are less likely to form films (soap scum) and are not as affected by thepresence of minerals in water (hard water). There are several factors that dictate what compositionsof detergents should be used, including the material to be cleaned, the apparatus to be used, andtolerance for and type of dirt.AbrasivesAbrasive cleaners generally use some kind of grit to boost their cleaning ability, along withdetergents, acids, alkalis and other compounds. Some are in powder form while others aresuspensions of abrasive in liquid. The quartz or silica that constitutes the grit will easily scratchand / or damage softer surfaces such as laminate, fiberglass, stainless steel, etc.Even on very hard surfaces such as porcelain, use caution. Over time, abrasives will dull andscratch the surface. Abrasives can be classified as:  Fine abrasive: includes whiting (filtered chalk), jewels rouge (a pink oxide of iron).  Medium abrasive: includes scouring powders and paste. Scouring powders are made up of fine minerals generally lime stone or calcite mixed with soap or detergent and alkali to remove grease and little bleach.  Hard abrasive: includes sand paper, steel wool etc. Other examples are glass, sand and emery papers, steel wool, nylon web, powdered pumice and fine ash. These are used as finely ground powder, example are scouring powders like Vim or liquid or cream form. Abrasive cleaners will often work where others fail. Liquid abrasive cleaners are generally more expensive but are more convenient to use.Liquid cleaning agentsLiquid cleaning agents can be either diluted in a little water or used directly with a dry cloth.  Ammonia is alkali which softens water and emulsifies grease.  Methylated sprits are effective against grease stains.  Paraffin is also grease solvent. 38

 Turpentine is a grease and paint solvent.  Vinegar is a mild acid (acetic acid) unaffected by hard water and useful in removing light stains in baths.  Hydrochloric acid is useful in removing stubborn stains in bathrooms but care must be taken in its use as it is damaging to the skin and destroys fabrics and light bathroom fittings.  Carbon tetrachloride is also excellent grease solvent. Care must be exercised there, too, as the fumes are corrosive and harmful.Washing sodaThis agent is quite outdated due to the advent of domestic detergents like vim, etc. However, it isparticularly useful for emulsifying grease on drain pipes, gutters or stone surfaces. In strongconcentration, it could be an irritant and injurious to skin, fabrics brushes, wood and paint.Washing soda is useful as a water softener and it is a chlorinated compound.Bars, powders and flakesNowadays soaps have been replaced by excellent synthetic soap less detergents which areunaffected by hard water. In this case rinsing is not important as these products suspend dirt andgrit most effectively without leaving a smear. However, some housekeepers may not have accessto these detergents and may have to rely on soaps.Powders and flakes are useful in getting instant lather but are expensive. When used, care shouldbe taken that they are thoroughly dissolved. Being expensive, one should know exactly how muchpowder or flake is dissolved to get an optimum concentration for best results and also how longthe resultant solution is effective. Good bar soaps are still most economical but much morestrenuous to use than modern methods. They should be stored on open shelves in a dry store.Window cleansersWindow cleansers consist of water miscible solvent to which a small quantity of surfactant andpossibly an alkali are added-to improve the polish effect of the cleanser. Some also contain fineabrasive. The cleanser is applied with a cleaning rag and rubbed off with a clean soft cloth.Cleansers can also be applied by spraying and the surface wiped clean.Acids and alkaliThe cleaning action is carried out by chemicals such as:  Acid: Acids are used for the removal of metal stains. Vinegar and lemon are used for the removal of tarnish of copper and brass and of mild water stains on bath tubs, etc. More resistant water stains may be removed with stronger acids such as oxalic acid or hydrochloric acid. This should be only used under strict and experienced supervision so that too much is not used and is carefully applied.  Alkali: Caustic soda, sodium hydroxide and ammonia are alkalis and are used as grease emulsifiers and stain removal agents. Strong alkaline cleaning agents based on caustic soda in flakes or in liquid form are available for the cleaning, of blocked drains, and other large industrial equipments. Extreme care is to be taken in their use as they are very strong and are highly corrosive. 39