Housekeeping Operation- For DHM 2nd Semester

AbsorbentsThese perform the cleaning action by absorbing the stain or grease e.g. starch, French chalkpowders, and besan or gram flour. Their constituents vary and many are of vegetable origin. Unlikeabrasives, they are not manufactured.Paraffin oilParaffin is wax like or liquid hydrocarbon mixture used as solvent. It is also efficient for thecleaning of baths but owing to its smell it is seldom used. Organic solvents such as methylatedspirit, white spirit (turpentine substitute) and carbon tetrachloride are grease solvents and are usedfor the removal of grease and wax from different surfaces. Aerosol dry cleansers are suitable foruse on wallpapers.PolishesThey do not necessarily clean but produce a shine by providing a smooth surface from which lightis reflected evenly. They do this by smoothing out any unevenness on the surface of the articles.Polishes fall into three broad categories –spirit based, oil based and water based.Spirit based is used primarily for mirrors, window panes, etc. Oil based is used on wood, linoleumand synthetic floorings, leather, tiles, etc. Water based is used on sealed floors, rubber andthermoplastic floors. Polishes may be used only after dirt and dust has been removed from surfaces.It should be used in small quantities. Ensure that the correct type of polish is used with the correctmethod of polishing. Polishes come in three forms liquid, paste & cream.Disinfectants, antiseptics & deodorantsDisinfectants, antiseptics and deodorants are not strictly cleaning agents but are often used duringcleaning operations. Disinfectants kill bacteria, antiseptics prevent bacterial growth anddeodorants mask unpleasant smell by combining chemically with the particles producing theoffensive smell.3.2. Cleaning equipmentTo keep the hotel clean and hygienic, various equipment's and supplies are used. No work can bedone without proper equipment. It is important that the housekeeper makes a careful selection ofequipment based on necessity and suitability for use in a hotel industry, appropriate design andrequired size, rugged construction and finish, ease and availability of maintenance, low initial andoperating costs, on-the job tested performance, safety, and overall efficiency. Supplies should alsobe studied, and basic procedures developed to use these supplies most effectively in maintainingdesired standards of cleanliness. Housekeeping property is broadly classified as either equipmentor supplies. Items classified as supplies are consumables, and equipment is reusable. Thus, floormachines, brooms, mops, vacuum machines, etc, are categorized as equipment, whereas cleaningagents are supplies. There are mainly two types of cleaning equipment's, viz.i. Manual cleaning equipment's andii. Mechanical cleaning equipment's. 40

3.2.1. Manual cleaning equipmentBrushesThe brushes are devices with bristles, wire or other filaments, used for cleaning. Brushes used forcleaning come in various sizes, such as very small brushes for cleaning a fine instrument,toothbrushes, the household version that usually comes with a dustpan, or the broomstick. Hallbrooms are even larger and are used for cleaning large areas. Cleaning brushes also include brushesfor cleaning the toilet, washing glass, finishing tiles, and sanding doors.There are mainly three types of brushes:  Hard brush: have bristles that are stiff and well-spaced. These are most suitable for removal of litter. Example: upholstery brush, carpet brush etc.  Soft brush: have bristles that are flexible and set lose together. They can be used to remove loose soil and litter. Example: tooth brush, feather brush, shoe brush, coat brush etc.  Scrubbing brush: can be used to remove heavy soiling from small areas or by the use of mechanical scrubbing machines, if possible. Example: deck scrubber, club shaped / hockey stick shaped toilet brush, etc.Brushes are also classified on basis of their function:  Toilet brushes: These are WC brushes, radiator brushes and Johnny mops.  Bottle brushes: These are used for cleaning overflow vents in wash basins and tubs.  Cloth scrubbers: These are used for scrubbing clothes.  Deck scrubbers: These are used for cleaning large areas.  Carpet brushes: These are used for brushing carpets.  Upholstery brushes: These are used to loosen out dust embedded between the fabric fibres in upholstered chairs and sofas  Feather brushes: These are brushes with feathers, for light dusting.  Hearth brush: These are used for cleaning heavy soiling and removing ash out of fireplaces.  Flue brush: These are used for cleaning chimneys. 41

MopsA mop is a tool generally used for cleaning floors, although when possible it is also used forcleaning other surfaces, for example tiled walls, to avoid unhygienic working conditions. Thefollowing are the different types of mops.1. Dry MopsAlso called dust control mops, these are designed to remove soil and debris from floors, walls andceilings without raising and dissipating dust. These mops generally consist of a handle to which ametal frame is attached. The mop head is either inserted into the frame or stretched over it,according to the type.Types of dry mops:  Mops with impregnated fringes: These mops consist of dense cotton fringes, approximately 15 cm in length, inserted into a metal frame of 15-120 cm length. These mops will require impregnation by soaking in or spraying with mineral oil or a synthetic impregnating fluid. The dust is held onto the mops by the oil.are usually pre-impregnated or  Impregnated mop sweepers: These mops consist of a double hinged frame and are thus called ‘V-sweepers 'of ‘scissor-action sweepers’. The mops can be preimpregnated or may require impregnation before each use. Following impregnation, sufficient time must be allowed for the mineral oil to cure the fibres; else the mop will leave a film of oil on the cleaned surface due to improper curing. To be effective, an impregnated mop must also be maneuvered correctly. It should be worked in long, even strokes in a continual movement, keeping the mop head in contact with the surface all the time. This way, maximum dust collection and minimum dust dissipation is ensured.  Static mops: These mops consist of acrylic, nylon or polyester strands fixed to a backing stretched over a metal frame. When in use, the fringes splay out to form a large surface area, holding dust by means of a static charge that builds up on the fringe. Static mops are more easily maintained than impregnated mops. Disposable mops: These mops consist of a handle with a soft pad at the end, onto which a cheap cotton or synthetic material is affixed. The material has properties enabling it to attract and hold dust. The fabric is held in place by clips or a special tape and is usually purchased in large rolls, from which the desired amount can be cut. The fabric is disposed of after each use and replaced immediately. Although very expensive due to constant replacement of the head, they are extremely hygienic and are particularly suitable when infection control is required.  Care and cleaning of dry mops: Shake mops well after use outdoors. The mop head should be easily detachable so they can be frequently washed in hot water with detergent. The use of soap-free detergent will prevent the formation of scum that clogs the fibres of the head. The mop must be worked up and down in at least 2 changes of clean, hot water. The clean mop should then be tightly squeezed out, shaken well to get rid of excess moisture and left to dry in open air. Once dry, the mops may need to be re-impregnated. 42

2. Wet/damp mops:These mops are used in conjunction with buckets for the removal of dirt adhering to a surface. Themop heads can be made of cotton, sponge or any other fibre capable of absorbing moisture well.Types of damp mops:  Do-all mops: These mops consist of strands of twisted cotton fixed to a circular metal plate, which in turn is fixed to a stock.  Kentucky mops: These mops consist of cotton strands fixed to a length of cotton fabric which is in turn inserted into a flat metal stock. They are available in weights ranging from 330g to 670g. The strands may be stitched together or unstitched. The former are less likely to tangle, can be laundered more easily and are likely to last longer than unstitched mops.  Foss mops: These consist of a dense cotton fringe inserted into a heavy metal stock. They are available in a wide range of weights. Sponge mops: These consist of cellulose sponge fixed to a replaceable, lever-controlled head, hinged for wringing out and attached to a long handle.  Using a sponge mop is one of the easiest ways to wash a hard floor. Short handled sponge mops are also available for cleaning windows.  Care and cleaning of damp mops: Take mops outdoors after use and shake well to remove excess moisture. Then these mops may be washed in the same way as dry mops. Detachable heads are easier to clean and maintain. However, drying is the most important part of mop care as bacteria require moisture to multiply. A disinfectant to discourage their growth is effective only for a short period of time, so leaving them damp means letting germs breed. Damp mops should be renewed as soon as there are signs of wear. They should be stored in such a way that air is allowed to circulate around the mop head. Never use disinfectant or bleach with a cellulose sponge head. Wash and rinse sponge heads after use, squeeze out excess water and dry well. Store the sponge head by hanging.BroomSweeping brooms consist of long bristles gathered together and inserted into a handle. The bristlesof a broom may be made of grass, com or coconut fibres. Depending on the type, brooms may beused for removing dust or dirt in large areas.Types of brooms: Brooms may be classified into 3 main categories:Soft-bristled brooms: Soft bristled brooms such as corn-fibre brooms, grass brooms and whiskbrooms are used on smooth floors. A good soft broom has comparatively fewer split ends and anysplits that do form are short.  Hard/Coarse-bristled brooms: Brooms such as yard brooms and coconut fibre brooms are used on course surfaces, especially outdoors. 43

 Wall brooms: These are also called ceiling brooms or Turk's heads. They have a soft head and long handle, usually made of cane. These brooms are used to remove cobwebs as well as dust from cornices, ceilings and high ledges. Electric brooms, arguably a fourth type, have been discussed under Mechanical equipment. All kinds of brooms raise and dissipate dust, so that, with the advent of the more hygienic process of vacuum cleaning, brooms are used less often for cleaning purposes in hotels.  Care and cleaning of brooms: Brooms should be shaken free of dust and fluff. Never store them standing on their bristles, or the bristles will bend out of shape, resulting in inefficient cleaning. Store brooms either lying horizontally or hanging bristles downward. Never use soft brooms on wet surfaces. Stiff brooms such as coconut-fibre brooms can be used on wet surfaces but must be cleaned afterward thoroughly in saline water and dried in the sun before cleaning.Cloths (dusters)  Floor cloths - It is a yarn fabric usually made from loosely spun yarn. They are used for removal of spillages from the floor  Wipes and swabs - These are cloths used for wet cleaning of surfaces above floor level.  Scrim It is a loosely woven linen cloth which is absorbent and does not leave stains. They are suitable for cleaning glazed area.  Rags /disposable cloths – This old discarded linen are obtained from the linen room and used for the purpose of general cleaning. They are discarded when heavily soiled.  Dust sheets - These are thin cotton sheets used to cover furniture especially during special/ spring cleaning. They are also old discarded linen obtained from linen room.  Drugget - It is a sort of cheap stuff, very thin and narrow, usually made of wool, or half wool and half silk or linen; it may have been corded or plain. They are used for rugs, tablecloths, carpet square to protect the floor during bad weather and during redecoration.  Hearth and bucket cloths - These are thick fabric cloths placed under the buckets to prevent marking of the floor/ surface.  Chamois leather - It is a skin of chamois goat. They are used for cleaning windows and mirror.Carpet sweeperThese are also called carpet sweepers and are used for sweeping up dust and litter from soft floorcoverings as well as rugs and carpets. They are ideal for the removal of spills and for light cleaningof small carpeted areas. A box sweeper consists of a friction brush that revolves when theequipment is pushed manually over the carpet bottom to facilitate emptying after use.Choose sweepers with a wide base that is low enough to be pushed under furniture and that willclean close to a wall. In sweepers meant to clean hard floors as well as soft floor coverings, thebrush can be lowered to the floor to sweep.Polish applicatorsThese are usually oblong in shape for efficiency of application. The polishing head should slideout from the metal or plastic casing to enable easy replacement.Types of polish applicators: 44

 Natural lambs wool, with a built in polish reservoir or tray.  Synthetic wool, with a built in polish reservoir or tray.  Solid-wax pressurized applicators.Care and cleaning of polish applicators:Polish applicators should not be washed with water. Wiping away excess polish with newspaperor rags before it dries should suffice. It is important to label the applicators with the type of polishfor which they are to be used so that each applicator is used with just one kind of polish, to avoidmixing different products.ContainersWork becomes much easier and efficient if the staff is given appropriate containers in which tocarry, transport, collect and store supplies and other items.Types of containers: The various types of containers used are:  Buckets: These may be made of plastic or galvanised iron. Plastic buckets are more popular these days as they are lighter in weight, quieter to use and easier to clean. Buckets to be used with mops may have one or two sections and may have a wringer device that can be detached for easy cleaning. Twin buckets on a low trolley enabled the brush to be rinsed more effectively each time. Larger buckets should have castor wheels which must be kept free of hair, fluff and dust. Buckets should be thoroughly washed, inside and out, every time they are used and then allowed to dry before being stored.  Basins and bowls: These are used to carry small amounts of water, cleaning solutions and powders for cleaning small areas.  Dustpans: These are used in conjunction with a broom or brush for gathering dust. They may be made of plastic or metal, plastic ones being the usual choice these days. Dustpans with long handles that eliminate stooping are ideal. In order that the dustpans are effective, the edge in contact with the floor must be thin, sharp and flat. They should always be emptied after use and occasionally washed. They should never be stored resting on their flat edge, as it will wear out and warp so that the pan becomes inefficient. Store dustpans suspended from a hook or lying horizontally, sideways.Dustbins: The housekeeping department is concerned with dustbins in 5 areas:In guestrooms: These bins may be made of plastic or wood. Some properties also use jute orwicker bins. Individual dustbins in guestrooms may be lined with a disposable inner lining madeof recycled paper or plastic. These bins must be emptied and wiped daily.They should be washed once a week. In the service rooms: These are used to collect waste fromguestrooms, brought in by the room attendants’carts. The carts contain a sack called the trash bagfor guestroom trash. There should be 2 types of bins in the service room, a metal bin for disposingof ash from guestroom ashtrays and a plastic or thick paper bin for other types of trash. The lattercan be incinerated directly. 45

In public areas such as guest corridors and lobbies: These bins may have a creative design sincethey are constantly on view. They should be emptied daily.In waste-collection areas: These are usually located outside the main building and are hidden fromview. These bins should be kept covered and emptied at least every alternate daySani-bins: These are metal or plastic bins with lids. They are found in toilets for the collection ofsoiled sanitary towels. They should be lined with plastic or paper bags for easy cleaning. The binsmust be emptied and wiped daily for reasons of hygiene. Disposable paper bags (sanibags) shouldbe provided in the guests’toilets for wrapping sanitary towels, before disposing in the sani-bin.Some metal sanibins may be provided with incinerators, but these are not available in India yet.Spray bottles: These are lightweight containers that deliver a fine mist or cleaning solutionthrough a fine nozzle, particularly used for spray cleaning. It is essential that the nozzle is properlyadjusted and free from any blockage. The nozzle must be kept clean, by spraying clean, pure waterthrough it after every use.Polish applicator trays: These are used in conjunction with a polish applicator mop for polishingfloors with a liquid polish. They should be labelled with the kind of polish that they hold. Cleaningthem after use is difficult. Pour any excess polish back into the polish container. Soak the tray ina small amount of solvent used to remove that particular type of polish. Wipe with rags and store.Hand caddies: Also called ‘cleaners’boxes’, these were originally made of wood or metal but arenowadays usually made of plastic. They consist of a box with a handle and fitted tray. They areused by room attendants for carrying cleaning supplies from room to room for guestroom cleaning.After each shift, they must be cleaned and topped up with replacement supplies for use in the nextshift.Carts and trolleys:These are more useful than hand caddies when a large amount of supplies and items are to becartedor replaced. They are ideal for the efficient removal and carriage of smaller pieces ofcleaning equipment, cleaning agents, linen and rubbish. They eliminate the time wasted inassembling equipment at the work location or moving them from one place to another. The variouskinds of carts and trolleys that may be used in the housekeeping department are discussed here.Maid's cart/Room attendant's cart: Also called a room attendant's trolley, maid's cart orchambermaid's trolley, this is perhaps the most significant piece of equipment in the housekeepingdepartment. It is like a giant tool box; stocked with everything necessary to service a guestroomeffectively such carts available are now made of metal, but sometimes wooden carts may be inuse. The cart should be spacious enough to carry all the supplies needed for a GRA to completehalf a day's room assignments. Since the cart is large and may be heavily loaded, it must be easilymanoeuvrable as well. The ideal cart would have fixed wheels at one end and castor-wheels at theother. The cart should be well organised so that the GRAs do not have to waste time in searchingfor supplies or make frequent trips back to the supply room. Also if the cart is not stacked neatly,it will look very unsightly when in the guests’view. There is usually one such cart for each roomsection and it is stored in the floor pantry along with other housekeeping supplies. 46

Most of these carts have 3 deep shelves – the lower 2 for linen and the top, partitioned shelf forsmall supplies. The carts also have a sack for soiled linen, detachable trash bags, storage space fora vacuum cleaner and a hand caddy. Many carts also contain a locked box in which to store theguestroom keys, incase a floor master key is not being used. While arranging the linen on the cart,it should be kept in mind that the heavier linens must be placed on the lowermost shelf and thesmaller, lighter ones on the top shelf.Sundry equipmentThis includes other miscellaneous pieces of equipment used in the housekeeping department –ladders, carpet beaters, and abrasive pads, rubber gloves, airing racks, fit pumps and chokeremovers.Spray bottleA Spray Bottle is a bottle that can squirt, spray or mist fluids. A common use for spray bottles isdispensing cleaners and chemical formulation through a fine nozzle for cleaning.Melamine foamMelamine foam is a foam-like material consisting of a formaldehyde-melamine-sodium bisulfatecopolymer. The foam, because of its micro porous properties, may remove otherwise \"uncleanable\" external markings from relatively smooth surfaces. For example, it can remove crayon,magic marker, and grease from painted walls, wood finishing's, and grime from hub caps.SqueegeesSqueegee: A squeegee consists of a long metallic handle and a wooden or rubber blade to removeexcess water from a surface being cleaned It is effective when followed by mopping with a dampmop. A smaller version called the window squeegee is used for wiping away water from windowsafter washing.3.2.2 Mechanical cleaning equipmentVacuum cleanersA vacuum cleaner uses an air pump to create a partial vacuum to suck up dust and dirt, usuallyfrom floors. Most hotels with carpeted floors possess a vacuum cleaner for cleaning. The dirt iscollected by a filtering system or a cyclone for later disposal. Vacuum cleaners come in variety ofmodels owing to their usage:1. Upright vacuum cleaners take the form of a cleaning head, onto which a handle and bag areattached. Upright designs usually employ a rotating brush-roll, which removes dirt through acombination of sweeping and vibration. There are two types of upright vacuums; dirty-fan / directair, or clean-fan / indirect air.2. Canister (or cylinder) designs have the motor and bag in a separate canister unit (usuallymounted on wheels) connected to the vacuum head by a flexible hose. Although upright units havebeen shown to be more effective (mainly because of the beaters), the lighter, more maneuverableheads of canister models are popular. Some upright canister models have “power heads”, which 47

contain the same sort of mechanical beaters as in upright units, such beaters are driven by a separateelectric motor.3. Wet vacuums or wet / dry vacuums - a specialized form of the canister vacuum - can be usedto clean up wet or liquid spills. They commonly can accommodate both wet and dry spoilage.Some are also equipped with a switch or exhaust port for reversing the airflow, a useful functionfor everything from clearing a clogged hose to blowing dust into a comer for easy collection.4. Back-pack vacuum cleaners are commonly used for commercial cleaning: They allow the userto move rapidly about a large area. They are essentially canister vacuum cleaners, except that strapsare used to carry the canister unit on the user's back.5. Built-in or central vacuum cleaners move the suction motor and bag to a central location inthe building and provide vacuum inlets at strategic places throughout the building: only the hoseand pickup head need be carried from room to room. Plastic piping connects the vacuum outletsto the central unit. The vacuum head may either be unpowered or have beaters operated by anelectric motor or air-driven motor. The dirt bag in a central vacuum system is usually so large thatemptying or changing needs to be done less often. Since this central unit is usually located outsidethe living area, no dust is re-circulated back into the room being cleaned. In addition, because ofthe remote location of the motor unit, there is less noise in the room being cleaned than with astandard vacuum cleaner.6. Robotic vacuum cleaners move autonomously, usually in a mostly chaotic pattern (‘randombounce’). Some come back to a docking station to charge their batteries, and a few are able toempty their dust containers into the dock as well.7. Small hand-held vacuum cleaners, either batter operated or mains powered, are also popularfor cleaning up smaller spills.8. Drum vacuums are used in industrial applications. With such a configuration, a vacuum “head”sits atop of an industrial drum, using it as the waste or recovery container. Electric and CompressedAir powered models are common. Most vacuum cleaners are supplied with various specializedattachments, tools, brushes and extension attachments to allow them to reach otherwiseinaccessible places or to be used for cleaning a variety of surfaces.Scrubbing / polishing machinesScrubbing/ Polishing Machines consist of one large or several small brushes which revolve andscrub the floor while water and detergent are released from a tank attached to a machine. Withsuitable brushes this versatile machine can be used for shampooing carpets, polishing, spraybuffing, spray cleaning or polishing floors.Hot water extractionHot water extraction also known “steam cleaning” is the method of deep rinse cleaning of theentire carpet. But actual live steam (vapour created at boiling point of water) is not employed inthe cleaning process. Hot water extraction is a deep cleaning process that removes embedded soils 48

that have been carried or blown over the carpet. A hot water extraction machine, whether portableor truck mounted, has a pump which dispenses water, under pressure, through spray nozzles intothe carpet and a high powered vacuum system that sucks the dirty water into a holding tank withinthe extraction machine. This system includes a three step process:1. Pre-spray carpeted area with a detergent that is not too strong (or too alkaline). They maydamage the carpet.2. Agitate with a power scrubber which utilizes a rotary brush to loosen soils. This will not onlyloosen soils but help cleaning agents penetrate into carpet fibers to deep clean the entire carpetfiber.3. A complete rinse with softened hot water is used. The clean, softened, hot water is sprayed ontothe carpet fibers through spray nozzles. The spray rinses all added chemicals, cleaners, and dirtinto an attached high powered vacuum shoe that sucks the dirty solution back into a holding tankon the extraction unit. The removed soil is held in the tank until it may be disposed of later in asanitary drain, toilet, or proper waste facility. Solutions should not be dumped onto the groundoutside, in storm sewers, or in the streets. 49

Unit 4: Cleaning OrganizationPrinciples of CleaningThere are basic rules to follow in any kind of cleaning activity, whatever the nature of thesurface or the soil:-  All loose dust and litter should be removed before dealing with any stubborn stains/dirt.  Loose dust and litter should be removed without harming the surface being cleaned or the surrounding surfaces.  The surface should be restored to its original state after the cleaning process.  Abrasives should be used as a last resort as they can damage the surface.  Use an agent that is least offensive in smell if alternatives are available.  Use methods that are least convenient to guests.  When cleaning an area, start with the cleaner surfaces and articles and then go on to clean the more heavily soiled ones, so as to prevent the spread of soil from dirty to cleaner surfaces.  The cleaning process should be efficient, using a minimum of equipment, cleaning agents, labour, and time.  The simplest method should be tried first, using the mildest cleaning agent.  The cleaning methods least harmful for the surface should be used.  The cleaning process should be efficient, using a minimum of equipment, cleaning agents, labour, and time.  The simplest method should be tried first, using the mildest cleaning agent.  The cleaning methods least harmful for the surface should be used.  Stains should be removed as soon as they occur.  The cleaner should take all safety precautions while cleaning e.g.  Cleaning agents and equipment should be stacked neatly to one side.  Be sure that during the process of cleaning, areas do not become accident prone e.g. wet, slippery floors, etc.  The cleaner should start cleaning from the farthest end of an area, working towards the exit.  After the cleaning process is over, all equipment should be washed or wiped as applicable, dried, and stored properly; cleaning agents should be replenished and stored; waste discarded; and the area left neat and tidy.4.1 Frequency of cleaningFrequency of CleaningCleaning tasks may be divided according to the frequency of their scheduling, which depends upon: 1. The level of soiling, 2. The type of surface, 3. The amount of traffic, 4. The type of hotel, and 50

5. The cleaning standards set. 6. The greater the amount of soiling, the greater will be 7. Frequency of cleaning carried out.Cleaning tasks are carried out as per one of the following frequency:-  Daily Tasks  Weekly Tasks  Periodic TasksDaily Tasks:These are routine operations carried out on a day-to-day basis by the staff of the housekeepingdepartment. These include the regular servicing of guestrooms, cleaning of bathrooms and toilets,suction-cleaning of floors and floor coverings, and so on.Weekly Tasks:These, as the term implies, are routine tasks carried out on a weekly basis. These may include thepolishing of metal surfaces, dusting of hard-to-reach areas, and so on.Periodic Tasks:These are carried out on a monthly, quarterly (every three months), half yearly or annualbasis.Spring-cleaning is a special type of periodic cleaning.Some of the usual periodic tasks in a hotel include the shampooing of carpets, washing of walls,cleaning of chandeliers, and stripping and polishing of floors.The higher the standards required, the greater is the task carried out daily and greater the amountof soiling, the greater will be frequency which is carried out.4.2 Guest room cleaningRoom attendants must follow a system to consistently produce spotlessly clean guestrooms. Asystematic plan saves time and can prevent the room attendant from overlooking a cleaning taskor even from cleaning an area twice. To be most effective, guestroom cleaning should follow alogical progression from actually entering the guestroom to the final check and departure. Theeasiest and most direct manner to explain these guestroom cleaning tasks is from the perspectiveof the room attendant.4.2.1. Procedure for entering in a guest roomGuestroom cleaning begins the moment the room attendant approaches the guest room door. It isimportant to follow certain procedures when entering the guestroom that show respect for theguest's privacy.When approaching a guestroom, first observe whether the guest has placed a Do Not Disturb signon the knob. Also, be sure to check that the door is not double locked from the inside. If eithercondition exists, respect the guest's wishes and return later to clean the room. If this is not the case, 51

knock on the door and announce “Housekeeping.” Never use a key to knock since it can damagethe surface of the door. If a guest answers, introduce yourself and ask what time would beconvenient to clean the room. Note that time on your status sheet or schedule. If no answer isheard, wait a moment, knock again, and repeat “Housekeeping.” If there is still no answer, openthe door slightly and repeat “Housekeeping.” If the guest does not respond after this thirdannouncement, you can be fairly certain that the room is empty and can begin to enter.However, just because a guest doesn't answer doesn't always guarantee that a guest is not in theroom. Sometimes the guest may be sleeping or in the bathroom. If this is the case, you should leavequietly and close the door. Should the guest be awake, excuse yourself, explain that you can comeback later, discreetly close the door, and proceed to the next room.When you do finally enter, position your cart in front of the open door with the open section facingthe room. Doing so serves a triple purpose: it gives you easy access to your supplies, blocks theentrance to intruders, and, in the case of stay over, alerts returning guests of your presence. If theguest does return while you are cleaning, offer to finish your work later. Also, make sure that it is,in Fact, the guest's room, by checking his or her room key. This is done for security purposes toprevent unauthorized persons from entering the room.4.2.2. Occupied rooms cleaning proceduresStandard Operating Procedure Cleaning Occupied Rooms:  All occupied rooms are serviced twice daily and as and when requested by the guest.  Enter the room according to the procedure of entry to guestrooms.  Clear the garbage according to the procedure of removal of garbage from dustbins.  Collect the soiled linen and throw in the linen bag.  Make the bed, follow the bed making procedure.  Perform dusting of the room.  Vacuuming of carpet and the upholstery maintenance.  Clean Bathroom.  All amenities are replenished in bathroom. (Maintain photograph for standard amenity placement)  After servicing the room following facilities function to be checked.  Television  All Telephones  All Bulbs.  Any in room Entertainment system4.2.3. Departure room cleaning procedureWhen a guest releases a room and leaves the hotel that particular room is known as ‘departureroom or check-out room.’ The housekeeping department has to clean the room, get the room readyso that the hotel can sell that particular room to some other guest also.The following are the steps how to clean a departure room for guest room cleaning;  Switch off the room air- conditioner or heating. Remove all the curtains and open the windows for airing the room 52

 Remove soiled linens from bed and bath. Shake out the linen to ensure that guest articles are lost in the folds of the linens.  Check for maintenance requirements and report the same to the control desk and enter in the room checklist.  Contact room service to remove extra trays and glasses.  Turn the mattress side –to side on succeeding days followed by end –to end turning. Smooth out the mattress and air it.  Clean the carpet with the help of vacuum cleaner or carpet brush.  Empty all the ashtrays and waste paper baskets.  Clean the bathroom and replenish all the required supplies is also a part of guest room cleaning.  Collect all the old newspaper and magazines which the guest has left over and keep in chamber maid’s trolley.  Use stiff upholstery brush or vacuum cleaner on upholstered furniture arms backs and seats.  Replace all the stationeries as prescribed by the management. The number of items must exactly be as per standard.  Dust and replace each item on the dresser and desk. Special attention must be given to the display of publicity materials as prescribed by the management.  Clean lamp shades with a clean duster. Lift lamp and clean under the base.. Replace lamp if damaged and adjust the shade.  Disinfect the telephone in the room and bathroom with the Dettol Wipe balance of the telephone with a damp cloth. Then check for dial tone.  Clean mirrors with a dry cloth first then with a damp news paper, to make it sparkling.  Dust all the closet, shelves hangers and rods. Brush the closet floor. Supply new laundry bags and replace the missing hangers  Dust both sides of the room doors, head boards, window sills inside and outside the window rails air conditioning unit.  Close all the windows.  Change the bed linens and bath linens.  Arrange the furniture if necessary.  Have a final look at the room.  Inform the desk control the room is ready and guest room cleaning is done4.2.4. Bathroom cleaning procedureA clean bathroom is important for more than simply appearance. Health and safety considerationson the local, state, and federal levels necessitate that the room attendant take extra care whenscrubbing, rinsing, and drying bathroom surfaces.Bathrooms are usually cleaned in the following sequence: shower area, vanity and sink, toilet,walls and fixtures, and floor. Like most cleaning tasks, it is important to work from top to bottomto avoid spotting or dirtying areas already cleaned. The necessary cleaning equipment should beconveniently stocked in the hand caddy. Cleaning items usually consist of an approved all-purposecleaner for bathroom surfaces; cloths and sponges; glass and mirror cleaner; rubber gloves; and 53

protective eye covering. Some properties also use an odorless disinfectant. Do not use a guesttowel for cleaning.For personal safety, never stand on the edge of the tub when cleaning. When cleaning the insideof the tub, some properties recommend placing a used cloth bath mat in the tub to stand on. Asyou wash and wipe the tub or shower wails, continually check their condition so you can reportany needed repairs to your supervisor. If the tub has a drain trap, be sure to check it for hair. Aftercleaning the tub itself, clean the shower head and tub fixtures. Make sure to leave the shower headaimed in the correct position. To prevent spotting and add sparkle, immediately wipe and polishthe fixtures with a dry cloth. Also, dean the shower curtain or shower door.Pay special attention to the bottom, where mildew may accumulate. Always reposition the door orcurtain when you are finished cleaning.You should exercise the same exacting care when cleaning the vanity and mirror as you do whencleaning the shower area. Clean the countertop and basin, making sure that you remove any hairfrom the sink stopper and drain. Wipe up any spillage or spots from toothpaste or soap. Rinse andpolish the chrome fixtures so they shine. Finish the vanity area by cleaning the mirror with glasscleaner.Next, clean the toilet bowl and exterior surfaces. Some cleaning procedures recommend applyingan all-purpose cleaner before any other cleaning task. This way, the cleaner has time to stand whileyou clean other bathroom areas. All-purpose cleaners are preferable to acid bowl cleaners for useon a daily basis. When used consistently, acid bowl cleaners can destroy bathroom surfaces. Thesecleaners also present hazards to employees who use them, most noticeably in terms of causing skinirritation. Most properties use bowl cleaners once or twice a year in deep-cleaning programs andthen only under strict supervision.Regardless of the method followed, flush the toilet to remove any residue and apply the cleaneraround and under the lip of the bowl. Clean the exterior of the bowl, working down the sides tothe base. Scrub the inside of the toilet with the brush around the insides and under the lip then flushit again. Use a cloth damp with cleaning solution to clean the top of the seat, the lid, and the sidesof the tank.Towels, washcloths, bath mats, toilet and facial tissue, and guest amenities should be replenishedaccording to property standards. Spot-clean for finger prints and other obvious smudges on thewails, especially around light fixtures and electrical outlets. Wipe down the wails and clean bothsides of the bathroom door. Starting with the far corner of the bathroom and working back towardthe door, mop or wipe down the floor including the baseboards. Then, gather your things and makeyour final check of the bathroom Stop for a moment and visually scan all surfaces from the ceilingto the fixtures to the floor. Check that you've left the bathroom in the best possible condition beforeturning out the lights.4.2.5. Daily dusting in vacant roomLike bed-making, the task of dusting requires a systematic and orderly approach for efficiency andease. Some room attendants start dusting items at the door and work clockwise around the room. 54

This reduces the chance of overlooking a spot. In all cases, begin with the highest surfaces so thatdust doesn't fall on the items you have already cleaned.If your property uses a dusting solution, spray a small amount into the dust cloth. Never spraydusting solution directly onto an object since it can stain or cause stickiness. The items needingdusting and their location will vary from property to property. As a general rule, the followingshould be dusted and/or polished:  Picture frames  Mirrors  Headboards  Lamps, shades, and light bulbs  Bedside tables  Telephone  Windowsills  Window and sliding-glass door tracks (if applicable)  Dresser including inside the drawers  Television and stand  Chairs  Closet shelves, hooks, and clothes rod  Top of doors, knobs, and sides  Air conditioning and heating units, fans, or ventsYou should also clean all mirrors and glass surfaces in the room using glass cleaner or waterincluding the front of the television set. When you clean the set, turn it on for a moment to makesure it works properly. Use a damp sponge followed by a clean cloth to clean mirrors. Glass cleanermay leave streaks. Some properties also use a special cleaner or disinfectant for telephone surfaces.As you dust your way around the room, note any bedroom supplies and amenities which may beneeded and replenish them per your property's specifications. Finally, check the walls for spotsand marks and remove any smudges with a damp cloth and all-purpose cleaning solution.4.2.6. Special care for dirty dozen  Top of the door edges and ceiling.  Air-conditioning ducts and diffuser grills. Under bathroom counters.  Behind the WC bowl- the s-trap.  In the toilet roll niche  Faucet nozzle filter  Top of the picture frames  Area above racks  Toilet vents  Rear surface of doors  Interior surface of drawers  Beneath the table 55

4.3. Turndown/Evening serviceAs the name implies, turndown service involves turning down the guest bed sheets and fresheningthe guestroom for the evening. Some properties particularly luxury hotels and resort shave a shiftof room attendants whose primary duty is to provide turndown service. This second shift isgenerally smaller than the day shift and services more rooms per hour. In some hotels, an employeeon the turndown shift might service close to 20 rooms per hour, depending on the tasks involved.Procedures for turndown service include:  Cleaning the bathroom and restocking it with fresh towels  Rotating or restocking amenities  Tidying the guestroom  Emptying wastebaskets  Folding back the bedspread, blanket, and top sheet  Fluffing the pillow  Drawing the drapesAs an added touch, some properties have the room attendant leave a fresh blossom or a chocolatemint on the pillow to wish the guest “sweet dreams.”In addition to turndown service, housekeeping may be called upon to provide other types of specialamenities. These items vary from property to property depending on the markets the operationattempts to reach and satisfy. There are several categories of amenities ranging from conveniencesand services to luxuries. Among the items stocked and distributed by some housekeepingdepartments are hair dryers, irons and ironing boards, sewing kits, spot removers, playing cards,chess sets, backgammon tables, and other conveniences to make the guest's stay more pleasant.To a great extent, the success of a property depends on the cleanliness, appearance, and ambienceof its rooms. Maintaining standards for guestroom cleanliness is accomplished through themeticulous cleaning systems of housekeeping personnel.4.4. Spring Cleaning/ Deep CleaningRoutine cleaning can maintain a guestroom's fresh and spotless appearance for a period of time.But after a while, a room will need deep cleaning. In theory, deep cleaning resembles the springcleaning conducted in private homes or the cleaning conducted by apartment complexes betweenleases.Deep cleaning removes the dust and dirt that accumulates from every day wear and tearand attendsto cleaning needs identified during a guestroom inspection. It in dudes activities such as turningmattresses, wiping down walls and baseboards, and washing windows and casements.Because of the thoroughness involved, deep cleaning requires special scheduling. Deep cleaningalso requires more time. It may take twice as long for deep cleaning as it does for routine cleaning.Frequency schedules should be maintained which indicate when and how often a particular deepcleaning task needs to be performed. The schedule for cleaning depends on the quality of theroutine cleaning, occupancy, age of furniture and fixtures, and general wear and tear on the room. 56

Some properties schedule deep cleaning by giving room attendants one extra cleaning task perroom per day. For example, a room attendant might be asked to move the nightstand and sweepthat area of the carpet. Another way to schedule deep cleaning is to give each room attendant oneroom to deep clean as part of his or her daily assignment. Here, a team approach may be necessarysince some tasks need the “muscle” and coordination of more than one individual.Many properties schedule rooms for deep cleaning during low occupancy periods. In this way,alternating blocks of rooms can be dosed off and given the “works.” The number of rooms takenout of circulation varies depending on occupancy and budget factors. However, throughout thecourse of a year, all guestrooms should receive attention. If the hotel cannot afford to deep cleanall rooms each year, it is possible to implement deep cleaning on a two- or threeyear cycle. If thisapproach is used, special care must be taken to ensure that typical room cleaning tasks meet orexceed the property's standards.Deep cleaning by block presents a perfect time for housekeeping and maintenance to work closelytogether. The executive housekeeper and chief engineer can inspect rooms scheduled for deepcleaning and identify special maintenance and cleaning needs. Deep cleaning is also a good timeto wash sheers and dry clean drapes. When doing so, label window coverings with the roomnumber and date. Since deep cleaning can be very expensive, both housekeeping and theengineering and maintenance department should schedule the expense into their budgets' 57

Unit 5: Housekeeping Procedures5.1 Briefing and DebriefingBriefingAchievement: To allow regular review of current status of operations and exchange ofinformation.Role Play:  Divide the group into teams and let them do a role play on the disadvantages of not having a briefing before the shift.  Discuss certain points with the team about the role play before giving them some time to prepare.Briefing Procedure:1. Briefing will be carried out at the beginning of each shift by an executive.2. Briefing would not be more than 10 to 15 minutes. You are required to be present on time andin full uniform.Discussion Points in a Briefing  Statistics of the previous day.  Guest feedback.  Arrivals and departures.  VIP guests/ Reservations.  Room status.  Events in and around the hotel/ special of the day/ non availability.  Reminder of the tasks at hand, reminder of any pending tasks from the previous shifts.  Any special assignments to be carried out during the shift.  Absenteeism, new appointments, changes in policies.  Clarification related to shift operations.  Allotment of duties/ sections.  Grooming check.  Sharing of knowledge.De-briefingAchievement: To create accountability in terms of a detailed handover and the jobs carried outduring the shiftRole Play 58

 Divide the group into teams and let them do a role play on the advantages of having a briefing before the shift.  Discuss certain points with the team about the role play before giving them some time to prepare.De-briefing Procedure:1. De-briefing is conducted at the end of each shift byan executive.2. Briefing would not be more than 10 to 15 minutes. Wait for all staff to gather.Discussion Points In a De-briefing  Have balanced your accounts for each naya paisa as per the systems requirements.  Bringing any discrepancies to the notice of the executive present during the shift. Those will need to be resolve immediately to enable tallying and closing.  Ensure all bills are signed and properly updated and filed.  Discuss any issues that may have occurred during the shift.  See to it, that the daily log book is filled and handed over to the next shift in accordance with the procedures set.  Complete all filing.  Sharing knowledge5.2 Gate passGate pass are slips, which are made to take out things from the hotel premises for various reasonslike repair, sample or gifts by guestThey are mainly two types  Returnable gate pass  Non- returnable gate pass o Returnable gate pass – these are made for items which are being taken out from the hotel but will be returned to the hotel for e.g. Repair, sample etc o Non- returnable gate pass - these are made for items which are being taken out from the hotel but will not be returned to the hotel for e.g. Gifts from guests, scrap etc5.3 Indenting from storesIt is a procedure where the housekeeping departments makes a list of items required by thedepartment for its functioning and sends it to the stores department. The list is called indent slipand it is usually made once in a week. In hotels a day in a week is fixed for each department togive their indent slip and take the issue of the required items. 59

Stores Indent SheetDate: Indented items Quantity Quantity issuedS. no indented with remarksMade by................................ Storekeeper.....................Approved by .......................5.4 Inventory of housekeeping itemsMaking room inventory is a continuous process in any hotel industry. Room inventory ismaintained for housekeeping purpose. Actually this term is used in determining how many roomsare currently available in the hotel. Hotel rooms have certain terms which define its status, forexample:  Occupied (the room which is already occupied by the guests).  Stayover (on the current date the guest will not check out).  Out of order (the room unavailable due to a mechanical fault).  Dirty or On Change (though the guest has checked out, but the room is dirty or housekeeping staff has not released the room for occupancy).  Available, Clean or Ready (the room is ready to be occupied anytime).Every hotel must establish standard operating procedures to guarantee the accuracy of room status.By performing the process of room inventory, any hotel also can easily identify the availability ofsuch status of the rooms. The accurate, up-to-date room statuses are not only important fordetermining the availability of room status, it also work as the appraisal which provides qualitativeservice with proper accommodation arrangement to guests. The process of room inventory systemis basically comprises of an activity whose job is to regularly revise and scrutinize a database fordetermining the housekeeping status in the hotel. 60

Room Cleaning by HousekeepingThough the front office department will be responsible for making reservation, but for having theregular update of housekeeping status the front office department should have to make regularcommunication with other staffs of housekeeping, maintenance, and reservation department. Thefront office personnel should also have to be updated about the process of room inventory as itplays a vital role in the operational activity of front office department.The reservation statuses could be different than housekeeping status. The following lists ofreservation statuses and housekeeping statuses are considered as a tool which distinguisheshousekeeping status from reservation status.Housekeeping Room Reservation Status  Open Available, Clean, or Ready  Confirmed 4 P.M. Occupied  Confirmed 6 P.M. Stayover  Guaranteed Dirty or On Change  Repair Out of OrderRoom booking or making hotel guest booking or reservation is one of the most important servicesof any hotel. Through providing excellent guest service with well-organized accommodation onecan ensure continuous relationship and future benefit from the potential guests. Improper serviceand guest’s dissatisfaction often become responsible for destroying hotel reputation. Front desk’slack of communication with the housekeeping department and lack of knowledge about roominventory may bring lost of sales. For example front desk personnel may assign a room to a guestwhich is out of order, dirty room or occupied room. These occurring may create guestinconvenience.To avoid this inconvenience the housekeeping department should be active and providecooperation to front desk department. The housekeeping department must converse the roominventory by following a perfect, systematic, and swift approach. The floor supervisor of thehousekeeping department must inspect guest room after each guest departure to ensure thecleanliness and proper servicing of the room. Before a new guest arrival, the floor supervisor alsoshould repair if there any physical damage.Beside the front desk personnel and the floor supervisor the reservations staff also should beupdated about the room inventory to ensure confirmed guest reservation and qualitative service.Sometimes some guests require immediate arrangement of room in the hotel for conductingbusiness meeting. In such situation if the reservation staff will become successful to fulfill therequirement then it will enhance the business reputation.To transfer and communicate the housekeeping status from housekeeping department to front deskthere is an orderly system. Such as, continuous scheduled communications from the floor 61

supervisor, maid, or houseman through the telephone, PMS, or personal visits to the front desk.Well organized and speedy manner for transferring this information will ensure guest convenience.Every department of any hotel should follow the standard operating procedures and maintainproper communication among them to provide guest hospitality and good service to ensure futurebenefit.5.5 Floor pantryThey are located on each floors of the hotel for storage and supply of linen and guest roomsupplies. The location of the floor pantries are usually behind the guest views and situated near theservice elevator and stairways in each floor. Such pantries have enough shelves and cupboard tostore in required items and the trolley, room supplies, which are required to carry out the routineworks to cleaning guest bed/bath room, guest floor corridors, etc. it is also an area where roomattendants have to plan for their days work under the instruction of floor supervisor.The importance of the section is:  To keep pantries clean and tidy and staking the linen and supplies in proper ways.  To equip maids trolleys/carts with the required linen and supplies of guest bed/bathroom.  To receive guest room supplies for all rooms of the same floor from linen room, and other section concerned.  To sort linen on the spot and segregate them.  To prepare checklist of the concerned guest floor room and compiling them.The following report should be kept in floor pantries:  Linen control book for movement of linen on a daily or periodic basis.  Floor log book for outstanding maintenance, cleared room, guest complain, staff activities and message for the night shift.  Spring cleaning record for cycle of room/ floor in the scheduled date.  Guest supplies control sheet fo keeping a control of guest supplies.  Store record file for requisition and issuing of cleaning material and guest supplies.5.6 Rules on guest floorTo provide the best service and to achieve guest satisfaction hotels have some common approach.Following rules are some of them. Hotel rules are made to bring discipline in the hotel as well asamong the staff. Disciplined and well-mannered staffs are considered as an asset for the hotelauthority as they are capable of building trust and contentment in guest mind.Whenever a guest comes for a booking in the hotel, then the first thing the guest wants to ensurethat is security. Thus providing the security is one of the most prime duties of a hotel. The guestfloor or guest room must be occupied with privacy and security.Generally the room attendants or the housekeeping staffs have to enter the guest room forhousekeeping purposes so they are usually responsible for ensuring room as well as guest security.As the room attendants are the most frequent persons so they should trained in providing securityand keeping guest trust. 62

To do so, every hotelier especially those who work as a room attendants must follow the guestfloor rules in order to safekeeping of the guest floor and the guest room. By following these guestsfloor rules the hotel staffs can enhance their hotel reputation along with guest satisfaction whichare as follows:  Well grooming is the prime rule for any hotel industry which every hotel staff has to maintain. Before getting into the hotel duty, the room attendants must be well uniformed and well groomed as a represent of the hotel image.  Every hotel generally contains two types of elevator, service elevator (for the staffs) and guest elevator (for the guests). The hotel staffs should always use the service elevator to enter the guest floor.  The floor staffs must restrain themselves from doing any action which can create guest disturbance. For example unnecessary conversion, running or making noise in the floor.  Hotel equipment, trays, trolleys must be kept in the respective area to avoid collision. These materials should not be kept in passage path.  Hotels do not permit room attendants to enter all guest rooms. The room attendants are allowed as per duty. To avoid any incident they should not enter those rooms which they are not officially assigned do so.  While cleaning the room the room attendants must kept wide open the guest rooms door that it is visible to the housekeeping supervisor. Under supervision the room attendant also become able to get protection from the undesirable guests.  During conversation with guests, the room attendants should not enter inside guest room as it can affect in guest privacy. They should continue their conversation standing in the doorway.  It is true that room service staffs or people from maintenance department are your colleagues but a room attendant should always accompany them for the fact that any loss of hotel property from an assigned room will make room attendant guilty because he or she is assigned by the hotel authority to look after everything of their assigned rooms.  If you find any undesired or suspicious objects like drugs or something illegal must report to floor supervisor who should inform security department to handle the issue. Don’t try to avoid or involved yourself without letting your superior know. Must remember that nowadays possibilities of terror attack is higher than any other time.  The floor telephone operator must receive the phone within 3 rings.  To greet the guest with smiling face according to the time of the day is a must rule in the hotel as it is a sign of good manners and cordiality. The floor supervisor or the room attendants must greet the guest according to the time of the day.  Guest query must be fulfilled promptly if it is related with hotel service. But hotel staff should provide accurate information as wrong information may lead guest inconvenience.  Hotel security also could be hampered by the guests. If room attendants observe any suspicious movement in guest attitude, they should immediately inform to the housekeeping supervisor.  The floor attendants must avoid any sort of argument with guests. Guest is always right. If things go beyond control then inform it the floor supervisor.  Room attendants are strictly prohibited to enter guest room it shows DND sign which refer that Do-Not-Disturb. Basically when any guest went for sleep or rest then he/she hangs this sign. 63

 Though DND sign prohibits the room attendants to enter, but if this sign hangs for long hour then the room attendant should inform to the supervisor to take any further action. DND sign for a long time may happen due to serious sickness or even sometimes it could be a matter of guest death. Room cleaning should be processed in absence of guest. But if guest returns during room cleaning then room attendant should ask for the continuation of cleaning task. Despite the room is officially vacant, the housekeeping staff should follow the room entry procedure before entering the guest room. Sometimes guest arrival may be unaware to the staffs due to frequent check in. Therefore the staffs should knock the door first and proclaim “Housekeeping”. If there is no reply, then the room attendants should enter. Before welcoming the guest, make sure that the guest is a residential guest as the residential guests will only have the room key to enter their respective room. Housekeeping staffs are allowed to do their external call only from the floor telephone not from guest room. During cleaning the room, the maid carts should always kept along to the wall that it does not create any hindrance to the movement of guest or other hotel staffs. Though it is not possible for the room attendants to familiarize with every residential guest but this approach sometimes prove very helpful for hotel security purpose. Dirty linen and plunk garbage must be kept away from guest view as it can affect the hotel image. The housekeeping department must place “Wet Floor” sign in those floors which are not carpeted in order to alert the guest. If guest belongings are found after guest departure then the room attendants must immediately inform it to the floor supervisor. The floor supervisor will check whether the guest has checked out or not. If yes then he/ she will go for lost and found procedure. It is advisable that at the end of shifts every room attendant must return back the master key to the Desk Control Supervisor. 64

Unit 6: House Keeping Control DeskThe Housekeeping Control Desk used in hotel is the central hub of the housekeeping department.This is the area in the department where all information is received and from where messages areconveyed to housekeeping and other staff present in various parts of the hotel. Thus, the controldesk may be considered the nerve centre for to – and – fro communication in the housekeepingdepartment. one of the main functions of the control desk is ensuring smooth coordination betweenhousekeeping and other departments such as maintenance, front office, food and beverages,security, sales and marketing and so on.The location of control desk is normally adjacent to the Executive Housekeeper’s office. This deskis manned 24- hours otherwise the lifeline of housekeeping communication would stop.6.1 Role of housekeeping control desk 1. The role of the housekeeping control desk is to facilitate communication to various parts of hotel. this role can be exercised in many forms which are as follows; 2. The control desk receives messages from in house guests over the telephone apart from maintaining the intra and inter –departmental channels of communication. hotel room directories provide the control desk extension number to the guests which they can use if they require housekeeping services. 3. The control desk attendant receives all the message of the guests such as a request for extra blankets, baby-sitter services, which she transmit to the concerned floor supervisor for further action. 4. Front office also alerts the desk attendant about the expected and existing crews in the house. So that the rooms can be make ready for the new arriving crew after the departure of existing crew in a very short period of time. 5. In most of the hotels, this is the area where housekeeping employees; report for work; collect keys and signing for them; persue the log book get their briefing and at the end of their shift, report back to. 6. Its is the control room attendants who receives departure room numbers from the front office and transmits them to the appropriate floor supervisor. 7. The floor supervisor informs the desk attendant once rooms are cleaned and ready for sale and this is updated in the computer so that front office can easily obtain the information o f the status of room. 8. The main physical feature visible in most control desk is the key cabinet. On the wall, where all floor masters keys and store keys are kept under lock and key themselves. 9. Another common feature here is a large notice board displaying notices like  Room numbers of the groups in the house  Room numbers of crews in the house  Night cleaning schedule  VIPs in the house  Weekly cleaning schedules  Daily roster of supervisors and staff 65

 Any other significant information relating to in-house guest or the hotel staff.10. One of the most important roles of the control desk is maintaining various important records,registers, forms and formats so that they are available and easily accessible for reference tomanagers and supervisors.6.1.1 ImportanceThe housekeeping control desk is the hub or a single point of contact for all hotel housekeepingstaff. At the control desk, the new information is fetched and it is distributed among the relevantstaff.As the housekeeping work is mainly oriented towards providing the best service to the guests, thisdepartment needs to work towards sharing information without any communication gaps. Thisdesk also needs to ensure that the coordination among the housekeeping staff and with all otherdepartments of the hotel goes smooth.Functions of Housekeeping Control DeskThe hotel housekeeping performs the following functions:-  Collecting all requests made by the guests.  Briefing the staff about the routine or special event preparation before the staff turns up their sleeves.  Assigning routine duties / changed duties to the housekeeping staff.  Collecting work reports from staff.  Collecting check-out room number and updating it to the floor supervisor.  Handling key cabinet that contains the keys of all floors’ master keys and housekeeping store keys.  Maintaining various records of forms and registers.6.1.2 Co-ordination with other departmentWhile working, the housekeeping department needs to coordinate with the followingdepartments:-Housekeeping-Front Office Coordination  Sharing occupancy information that helps to estimate future occupancy, budget, and required number of staff.  Cleaning public areas of hotel premises.  Special attention requirements like VIP guests, corporate or large family groups, or airline crews as occupants.  Collection of soiled uniforms from and provision of ready uniforms to the front-office staff daily.Housekeeping-Food and Beverage Coordination 66

 Forthcoming banquet events and parties.  Pest control in kitchen.  Collection of soiled linen and uniforms from the F&B department and provision of ready linen and uniforms to the F&B staff daily.  Clearance of trays from guest corridors.  Placement of special guest amenities in guest rooms such as VIP amenities or welcome drink.Housekeeping-Sales and Marketing Department Coordination  Supply of promotional brochures, rate cards, or other items such as pen stand in the guest rooms.  Collection of soiled uniforms from the S&M department and provision of ready uniforms to the S&M staff daily.Housekeeping-Human Resource Department Coordination  Acquisition of new staff for the housekeeping department.  Compensation of housekeeping staff members such as salary, over time, medical treatment, etc.  Motivation for staff performance by appraisal or reward, induction and training program for new staff.  Collection of soiled uniforms from the HRD and provision of ready uniforms to the HRD staff daily.Housekeeping-Security Department Coordination  Safety of hotel property, and keys.  Prevention of fire and thefts in the hotel.  Prevention of any anti-social activities such as any suspicious activities, gambling, or smuggling performed by guests in the guest rooms or hotel premises.  Collection of soiled uniforms from the HRD and provision of ready uniforms to the HRD staff daily.Housekeeping-Uniformed Service Department Coordination  Collection of soiled uniforms from the porters, doormen, drivers, and provision of ready uniforms to them daily.Housekeeping-Accounts Department CoordinationIt takes place regarding:-  The issues related to payments of housekeeping staff.  Collection of soiled uniforms from the Accounts department and provision of ready uniforms to the accounts staff daily. 67

Housekeeping-Engineering Department Coordination  The issues related to erroneous functioning of cleaning and gardening equipment, faulty electric power points, leaning pipes, air-conditioning maintenance, or any other such work.  Collection of soiled uniforms from the Engineering and Technology staff and provision of ready uniforms to them daily.Housekeeping-Maintenance Department Coordination  The repairing and maintenance of broken furniture and fixtures.  The painting of the required area in the hotel.  Repairing pipes and electric points in the guest rooms.  Collection of soiled uniforms from the Maintenance staff and provision of ready uniforms to them daily.6.1.3 Types of file and register maintained by the house keeping control deskThe registers are used to record important information. They are very helpful when the shifts andstaff on duty changes, and while working too. The registers serve the purpose of keeping clear andtimely records thereby fostering good communication. Here are some important registersmaintained by housekeeping control desk:-Departure RegisterIt is kept to track the changes of guest room status such as V, VD, or VC after the guest has checkedout. It also tracks the amount of Mini bar beverages consumption in the CO guest rooms.Expected Arrival RegisterIt keeps the track of pre-registered guests and their profile as Regular/VIP/Other, Marital status,expected check-in time, and any special request to be fulfilled.Room Status RegisterThis register records the list of all rooms and their current status such as V, VC, OOO, OOS, etc.Guest Call RegisterIt records the instructions or notes relevant to the guest rooms and adjacent area. It is very usefulin keeping the track of activities and their durations.. 68

GUEST CALL REGISTERSr.No. Date Room Guest Call/Request Time to Forwarded FU Status No. To By Name DeliverGuest Loan RegisterThis register is maintained to record the delivery and recovery of the loan items given to the guests.The general format of this register is as follows − GUEST LOAN REGISTERSr.No. Date Room Guest Req Time to Time to Delivered Recovered Status No. Name By By Deliver RecoverMissing Article RegisterIf any article owned by the hotel (other than consumable items) is found missing in a Check-Outroom, then it is recorded in this Register.Guest Supplies Control RegisterThis register is maintained to record guest supplies. The general format is as shown below − GUEST SUPPLIESSr.No. Floor/Item Pens/Pencils Beverage/ Sugar/ Shower ... Vanity Description Creamer Sachets Caps SetsDamage/Breakage RegisterIf any hotel property placed in the guest room is found damaged or broken, it is recorded in thisRegister. Here is a sample register − DAMAGE/BREAKAGE REGISTER Sr.No. Date Damaged Item Room No. Found By DescriptionLost/Found RegisterIf a housekeeping guest room attendant finds any guest-owned article left in the Check-Out roomthen it is recorded into the Lost/Found Register and sent to the same cell of the housekeepingdepartment. It also records any personal article found in the hotel premises. 69

LOST AND FOUND REGISTERSr.No. Date Item Description Found By Found At Picked up By Addr Contact Number SignKey RegisterIt is a register for noting down the issued keys of the guest rooms, mater keys of the rooms andimportant safes, and floor keys.Sr.No. Date Key Floor KEY REGISTER Status at the end of sift (Returned/ ID No. Room Time of missing) No. IssueLinen Control RegisterIt records the movement of linen between the laundry and the guest rooms or dining area. It makesthe housekeeping staff easy to keep the track of clean and soiled laundry.Checklists and Reports in HousekeepingThere are various housekeeping checklists and reports automatically generated by the hotelmanagement software.ChecklistsChecklists help to ensure all work is done appropriately without anything left to be completed.There are various checklists referred and filled by the housekeeping staff. Some important onesare −  Guest Supplies Checklist  Guest Room Cleaning Checklist  Guest Bathroom Cleaning Checklist  Beach Area Cleaning Checklist  Swimming Pool Cleaning Checklist  Garden Keeping Checklist  Housekeeping Standard Checklist for SPA  Housekeeping Standard Checklist for Fitness CenterReports 70

The reports are useful to study past records of occupancy, cleaning schedules, and predict thefuture status of the rooms. Let us see the reports generated for housekeeping department −Room Made ReportThis can be generated at the end of each shift to report the housekeeping status of each room. Housekeeping ReportRoom Room Check-Out Turnover Room H/K Housekeeper No. Type Status Date OccupancyHousekeeping Assignment ReportIt is required for scheduling the room attendants and recording the room inspections.Housekeeping Occupancy ReportThis report shows the list of guests who have checked-in the hotel with details such as number ofadults and children, number of nights, and housekeeping status. This report is generated for theoccupied rooms, rooms expected to be occupied, checked-out rooms, and vacant or blocked rooms.This report is generated for scheduling rooms for cleaning.Rm Rm Guest OCCUPANCY REPORT Turn Over H/KNo. Type Name Adult Child No. of Date Status Nights6.2 Key, types of key, key controlling proceduresEvery management owning property needs to establish procedures for its staff to follow that willhelp ensure the safe and secure functioning of the operation. All employees, not merely securitypersonnel, should know the appropriate security procedures that will help protect the guests andthe property from danger and loss at the hands of criminals. The housekeeping staffs are closelyin touch with the guests, and therefore, they are more responsible for the security of the guests. 71

Many security procedures are needed to control external theft by opportunist guests and internaltheft by employees. Other procedures address the potential for loss created by or duringemergencies, including accidents. Asset protection procedures involve protecting the propertyfrom losses arising from any number of sources, both internal and external. The guest roomrepresents the inner-circle of a hotel security plan. The guestroom is the sanctuary for the wearytraveler where they expect to be safe. The guestroom doors and windows must be fortified toprevent forced entry. Installation of burglar proof door locking system and key control are vital toensure guestroom safety against theft. This chapter discusses about the keys and key control.Keys and Key controlA key is a device which is used to open a lock. A typical key consist of two parts: the blade, whichslides into the keyhole to unlock the door, and the bow, which is left protruding so that torque canbe applied by the user to open the door. The blade is usually designed to open one specific lock,although master keys are designed to open sets of similar locks.A system of key control is essential to the security of a lodging property. All keys whether metalor electronic should be adequately controlled. The security of a key lock system is seriouslyweakened when keys are issued to a great number of people or to anyone who has no legitimateneed for a key. The best lock in the world may be unable to protect a property or its guests if poorkey control allows a criminal to obtain a key to that lock.Types of KeysMost lodging properties use at least three types of keys. These types typically include emergencykeys, master keys, and guestroom keys.Emergency KeyThe emergency key opens all guestroom doors, even when they are double locked. It can be used,for example, to enter a room when the guest needs help and is unable to reach or open the door.The emergency key should be highly protected and its use strictly controlled and recorded; itshould never leave the property. One procedure for emergency keys is to have them locked in asafe or safe deposit box and signed out by the individual needing one. The log should be dated andsigned by the individual taking the key.Master KeyA master key is designed to open a set of several locks. These locks also have keys which arespecific to each one (the change key) and cannot open any of the others in the set. Locks whichhave master keys have a second set of the mechanism used to open them which is identical to allof the others in the set of locks. For example, master keyed pin tumbler locks will have two shearpoints at each pin position, one for the change key and one for the master key. A far more secure(and more expensive) system has two cylinders in each lock, one for the change key and one forthe master key. Larger organizations, with more complex “grandmaster key” systems, may haveseveral master key systems where the top level grandmaster key works in all of the locks in thesystem. A master key opens all guestrooms that are not double locked. Depending upon the need,the master key may be further established as a housekeeping staff master key, a floor supervisormaster key, and a grand master key for management purpose. 72

1. Grand Master Key: - Key operates all locks in the Hotel including laundry and linen rooms.2. Floor Supervisors Master Key: - Key operates all sections on the floor/ floors supervised bythe particular supervisor.3. Housekeeping Staff Master Key: - Key operates all rooms serviced by particular room maidor housekeeping staff. Above keys will not open the lock when the Guest has Double Locked itfrom inside. From a security point of view, master keying is undesirable; but from a practical pointof view, however it is necessary. Master keying presents two security drawbacks:First is the danger that if a master key is lost or stolen, several locks in the system would becompromised, thus providing access to all those locks.Second is the loss of master key. An answer might be to use non-master key sets for high securityareas and master key sets for low security areas.Guest KeyThe hotel guest room key is normally issued to open only one room for which it was intended, viz.individualized key for each lock. If the guest room lock is in shut-out mode the guest room keycan neither open it nor lock from outside of the room.Important procedures in Key control systemSecurity of keys is essential from the moment they arrive on site. Keys should be stored separatelyand securely. No unauthorised person should be allowed access to any key, either to examine orhandle it, since a photograph or impression can be taken in few seconds and duplicate subsequentlymade. Keep a log book of all keys signed out. Establish protocol for distribution of keys. Use keysthat do not identify the property's name, address, logo, or room number.Perform an annual key audit When keys are lost or stolen, the locks should be changed or rotatedto another part of the property. Authorised employees should remind guests to return keys at check-out.The loss or suspected compromise of a key should be reported immediately and, after dueinvestigation, a decision be made as to whether or not the lock should be changed. Place well-secured key return boxes in the lobby, at exit points of the property, and in courtesy vehicles.Lost and foundLost and found property can be divided into1. PERISHABLE -Kept in housekeeping department for 24hrs and then either disposed or givento the finder. A gate pass is issued to the finder in case he is willing to take it out of the premises.The alcoholic beverages like an open bottle of wine or the sealed bottle of any other alcoholicbeverages are passed on to food and beverage controller for safe keeping after they are sealedwhich are kept for 3 to 6 months. The open ones are kept for 3 months and could be drained offafter this period. The sealed bottles could be disposed off as per the policy of the hotel after 3-6months if they are unclaimed. 73

2. VALUABLES - These are kept in safe deposit box under lock and key for a period of one year.These include electronic items, cash and jewelry. The keys to this safe deposit box are withexecutive housekeeper. In case of her absence the duty manager has a right to access this depositbox and hand over the article to the claimant.3. INVALUABLE - They are kept in the cupboard / compartments for a period of 3 months. Theseinclude toys, clothes etc. These items are stored in lost and found cupboard which have shelves.The top shelf has the oldest articles which are to be disposed of as per the policy of the hotel ifthey are unclaimed. The cupboard keys are with the desk housekeeper. There are normally 4cupboards or compartments, all marked month wise (3 months). For e.g. JAN-FEB-MAR in onecupboard or compartment. This is done for the ease of segregation and for the ease of disposingoff the articles6.3 Lost and found concept, handling lost and found procedureThis 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.Any Lost and Found article found at the hotel (inside or outside) by a member of the staff (or givento a staff member by a non-employee such as a guest or visitor), must be turned over to aSupervisor, Department Head, Assistant Manager or General Manager. This would include, butnot be limited to, items found in guest rooms, in public spaces, food and beverage outlets and onhotel grounds.Below are standard lost and found procedures to be followed:  Use a standard lost and found tag. Tags should be generally available in various offices throughout the hotel for easy access and use.  A logbook must be available and used. The logbook should be available to the Manager on Duty or other Supervisor when the Housekeeper is not available. Another option is to keep the book available in the Front Office area in a manner where it is accessible but will not get lost.  Describe the article found on the tag and in the book. If the item is an unlocked container, such as a pocketbook or suitcase, the contents should be inventoried also. Two people should take an inventory, one acting as a witness. State where the article was found by the nearest room number or in relation to a specific facility landmark.  List when the article was found, including the day, time, and date.  Identify the person who found it.  Record the date and method of disposition for any item that is not claimed. 74

 If a guest calls looking for a lost article, calls should be referred to the housekeeping department or the location where the lost and found book is kept. If the person taking the call cannot resolve the question for the guest in an immediate or timely manner, the guest's telephone number should be taken and arrangements made for someone to call the guest without fail.  All items should be stored to prevent damage and labeled so they can be easily located in the storage area.  Valuable items, such as credit cards, jewelry, cameras, or airplane tickets should be turned over to the General Manager, who personally should record it in the lost and found log. After packaging and identifying the item, it is to be stored in the safe. These items are to be kept for 90 days or at the discretion of the General Manager.  All other items are to be locked securely in a cabinet to which only the Housekeeping Supervisor, General Manager or Manager-on-Duty have access. These items are to be kept for 60 days at which time the General Manager will offer the item to the person who found it. Guests are not to be called and informed that they left an item behind except at the discretion of the General Manager for items of obvious monetary or sentimental value.  Items of little or no value should not be saved; this is at the discretion of the Supervisor. No food items are to be stored in Lost and Found.  When inquiries are received about an item, the person should be asked for a specific description of the item. Log description and details should never be provided to the caller.  Alcohol, beer and wine are to be disposed of by pouring the remaining contents down the drain. Unopened bottles are to be disposed of in the same fashion. These items are never to be given to staff or other guests.  When the owner picks up items, the individual should sign the log book to acknowledge that the item has been returned.  Items should be mailed only when the owner requests it; the item should be sent to the address given by the owner. The address should be logged.  Lost and found articles are never to be taken from the property except as provided above. Employees may not accept gifts other than normal cash tips from guests without the specific permission in advance from the General Manager6.4 Handling of guest queries, problem, request, general operations of controldesk 75

Unit 7: Linen and UniformLinen, in a technical sense, is the stem fiber extracted from the cultivated plant called flax, whichis spun into yam and woven into fabric. However, in a commercial sense, the present day usage ofthe term linen includes all fabrics that are used in the hospitality industry. Well laid out and stockedup linen room satisfies the needs of the guests with comfortable and pleasing room furnishing.7.1 Introduction of linenHotel Linen in house-keeping department is the second large expense. Hotel Linen is expensive toreplace, and if it is well maintained, correctly laundered, and properly stored its life can beextended. Soiled, worn or creased linen leave a bad impression of the cleaning standard of thehotel. Efficient Hotel linen and laundry management ensure that the large volume of soiled linensare washed, and treated so as to look, neat smell fresh, and feel crisp that they are disbursed at theright time at right place.Hotel Linen room can be classified into two main division  Centralized Hotel linen room- In this system linen from all floors are collected and sorted in one central area. The linen room supervisor has a complete control over the linen room. All linens issued and receipts go out from here.  Decentralized Hotel linen room- In this system all the floor individually maintains its own per stock of line n, as and when necessary. These are replenished from the main line n room. The linens are kept in floor pantries and the floor supervisor are responsible for maintaining of lin en.7.2 Types of linen and it standard sizeEach individual piece of linen requires special consideration in terms of quality, type and size,besides cost.Bed lineni. Bed sheetsShould have a good finish, usually with a slight luster, and be made from a no crease fabric so asto retain its appearance. For comfort, the texture should be soft and smooth, absorbent and freefrom static. They should be easily laudable and the fabric should not fade in color under repeatedwashes. Superior quality bed sheets made from linen are expensive and not easily available. Morefrequently used are combinations of natural and man-made fibers like polyester cotton or terry-cot. The introduction of a man-made fiber increases durability and makes laundering easier and65% of cotton and 35% manmade combinations are the best. Blended no-iron sheets must be foldedwhile still warm from the tumbler to eliminate creasing. The crinkle sheet or night sheet is madefrom cotton seersucker. Fitted sheets are unpopular as they have more disadvantages thanadvantages. A sheet should be large enough to be tucked in securely all around the mattress.ii. PillowcasesThese are generally made from the same fabric as that of the bed linen. The housewife tuckingtype is now rapidly being replaced by the longer bag-type which is folded in at the open end. 76

These need to adhere to the body in order to provide warmth. In order to be comfortable, theyshould be soft, smooth and resilient and not too heavy or expensive. To cut costs, improve launderability and prevent attack by insects, wool is often blended with a synthetic fiber (acrylic) and thepercentage of woolen fiber is mentioned on the label. A less durable alternative is made from nylonfibers. This is suitable for those who are allergic to wool. Electric blankets are uncommon in Indianand are difficult to maintain, and anchor to prevent pilferage.Soft furnishingi. DuvetsDuvets have become increasingly popular in hotels and are fast replacing the blanket, especiallyon double beds. They consist of a filling sandwiched or stitched in a fabric case with a changeablecover. The fillers may be duck / goose down, a feather mix or a combination of the two. The downfeathers are the small, fluffy feathers from beneath the wings and the breast of the fowl.Goose down is superior and lightweight because of the hollow quills. The well-known Eider gooseand Siberian goose down are the best. Although they are warmer, professional cleaning isnecessary and they are heavier and more expensive than their synthetic counterparts.The synthetic filling is usually of polyester fibers. These duvets are lighter and can be washed inlarge-capacity washing machines. Casings can be cotton cambric or synthetic fabric but must havea close weave to keep the filling in place. It is essential for the duvet to have an outside cover. Tosave laundry costs and labour, it is advisable to provide a covering sheer in conjunction with theduvet cover.ii. Bedspread / Bedcover / CounterpaneThese are purchased with due consideration for appearance, durability and size. The color andprint should match the decor, and soil should not show easily. The fabric should drape well andnot crease easily. Readymade bedcovers lack individuality so they are usually stitched and anumber of styles are possible. Bedcovers should be interchangeable wherever possible. Theamount of fabric required to stitch a single bedspread is approx. 8 meters.iii. Curtains / DraperiesThese are also purchased considering appearance, durability and size. Sheer curtains / net curtains/ glass curtains combined with heavy draperies are usual in a guest room. This combination allowslight to pass through and facilitates privacy as well. Sheer curtains are generally made fromsynthetic / blended net or lace or from plain nylon or terylene. It is advisable to use a fire-resistantfinish or fabric for these curtains. A heavy fabric is usual for public areas and a lighter one in theguest rooms.iv. Cushion Covers and UpholsteryLike the rest of the soft furnishings, these must also match the decor. It is also important that theyare resistant to dirt, accumulation of dust and sagging. The fabric should be non-slip without beingrough and free from static so that it does not cling to customer's clothes. It also should not lose lintor colour easily. Cushion covers should be laundrable and noncrease. Upholstery fabrics shouldnot stretch after they have been fitted. In both cases the fabric should be firm with a close weave. 77

This however is more applicable in the case of upholstery and in most cases the fabric has a jutebacking.Bath linenRequires to be gentle on the skin, with a high degree of absorbency and lint-free. Linen or cottonare the fibers from which the towels are made. Bath towels are invariably made from Turkishtowelling using a pile weave known as the Terry weave. The loops of the towels should be at least1/8” high for good absorbency. When selecting Turkish towels hold them against the light to findout how close the basic weave is. Coloured and patterned towels may be selected for public areaslike the swimming pool, health club or beauty parlour, largely for identification.White towels are preferred to coloured ones, especially for the bath rooms.Restaurant lineni. Table LinenThe fabric selection is largely dependent on its laundrability. Stain removal should be possible andit must have the ability to retain colour and shape. As far as appearance is concerned, it shouldmatch the decor and have a lustre for a good finish. Linen is better than cotton but very expensive.Starched cotton casement is commonly used. Tablecloths should hang 9” over the edge of the table.Sizes vary according to the size of the table.ii. MoultansWhere the dining tables, do not have a baize top attached, baize cloth such as multans may be used.iii. Banquet Frills (Juponé)These are coloured and lustrous, usually made from satin or rayon which may be plain or patterned.The pleats may be stitched or pleating may be done when draping the table. Varied styles may beused when draping which will affect the length of fabric required. The width of the fabric mustcorrespond with the height of the table.7.3 Uniform used by hotel staffProviding uniforms for hotel staff is one way of ensuring proper grooming, thereby reflecting thestandard of the hotel and creating a good impression on the guest. Having an uniform and enablesthe guest to identify staff and their position in the organization. To the employee, it is a statussymbol, creating a sense of belonging and thereby boosting employee morale. Apart from theaesthetic appeal, uniforms are frequently designed to suit the task that is carried out. Uniforms maybe of standard sizes or made-to measure.Made-to-measure uniforms look smart and are essential for senior staff. Standard sizes lower thetotal requirement of uniforms but may be ill-fitting and do not look as smart.The number of sets of uniforms provided is dependent on the nature of the tasks being performedand whether the organization has an on or off-premises laundry. Uniforms are a large investmentand the cost does not end with purchase. Maintenance and replacement also have to be considered.When designing an uniform, the functional, comfortable, practical as well as the aesthetic aspect,durability and laundrability must be considered. The uniform must harmonize with the decor. The 78

usual system for exchange is clean for- dirty and the timings. Some hotels have specific days fordifferent departments to facilitate streamlining laundry and uniform room operations.When planning the layout of the Uniform Room, it must be borne in mind that some uniforms willbe kept on hangers while others will be folded.Consequently the storage space must include hanging space as well as shelves. The uniforms mustbe segregated according to the department.The Uniform Room usually incorporates the sewing section and in some organizations both theseareas are sections in the Linen Room due to their interrelated functions. It is advisable to have atrial room that may double up as an emergency changing room if the need arises. For operationalconvenience, space must be allocated for uniform attendants to be positioned at the exchangecounter, where they can enter the necessary records. Adequate hampers into which soiled uniformscan be segregated and deposited, as well as trolleys for hanging and folded uniforms are also anoperational necessity.Uniforms play a very crucial role in establishing and reinforcing the image of a hotel or restaurant.After all, other aspects of housekeeping are inanimate, material things. It is the people who bringwarmth and friendliness into these spaces and these people are the employees of the hotel. Ill-conceived, and poorly co- ordinated uniforms worn by hotel staff can create a jarring note in theentire image projected by the hotel.TYPES OF UNIFORMS USED  Aprons For cooks and utility workers  Blouses for Housekeeping, Front office lady staff and Hostesses.  Belt For parking attendant, doorman and lady captain  Bell Bottoms For room attendant, Health club and lady staff  Bush Shirts For health club, laundry and pool area staff.  Bows For managers – black Dungarees For engineering technicians and housemen  Caps for parking attendants, drivers, utility workers and cooks.  Coats For stewards, cooks, utility workers, captains, receptionists, gardeners and housemen  Gumboots For kitchen stewarding, laundry, horticulture and engineering staff.  Jackets For bell captains and restaurant captains  Rubber Slippers For the silver polisher.  Kameez / Kurta For room attendants and health club  Masseuse Ladies Shoes For room attendants.  Long Coats For the cashier, laundry supervisor, house doctor and kitchen stewards.  Woollen Overcoat For security personnel.  Pullover For security and horticulture personnel.  Raincoat For doormen, parking attendants and security personnel.  Scarf For cooks.  Saree For hostess, housekeeping supervisors and front office staff.  Salwaars For room attendants Shoes Leather For doormen and parking attendants.  Loafers For markers, housemen, security guards, kitchen personnel, engineering technicians. 79

 Trousers For cooks, utility workers, stewards, captains, receptionists lobby staff.  Turbans For the doorman.  Turras For the doorman.  Ties For managers and front-of the- house personnel.  Umbrellas For security personnel, parking attendants and doormen.7.4 Inventory control and types of inventoryThis is the management function of classifying, ordering, and receiving, storing, issuing andaccounting for items of value.As initial planning for opening takes place, systems and procedures must be designed to facilitateinventory control. Personnel training plans must be generated to familiarize the staff with how totake care of equipment and use supplies and account for items of value. Storage must be organizedand allotted to the various categories of material; pars must be established; accounting methodsmust be coordinated with the controller’s office; and fiscal inventory rules and procedures mustbe established. It is very essential to have proper organization, systems and inventory control toovercome unnecessary loss and waste.Assets can be broadly divided into current and fixed. Current assets include items such as cashaccount, receivables and inventories. Fixed assets refer to land & building, equipments, furnitureand fittings. Inventories are an asset until they are used, and fixtures and fittings are considered asassets until they are fully depreciated.PAR LEVELSPar refers to the standard number of inventoried items that must be on-hand to support daily,routine housekeeping operations. Par levels are determined differently for recycled and non-recycled inventories. The number of recycled inventory items needed for housekeeping functionsis related to the operations of other hotel functions. The number of non-recycled inventory itemsis related to the usage rates of different items during daily operations. Inventory levels for recycleditems are measured in terms of a par number (a multiple of what is required to support day-to-dayfunctions). Inventory levels for non-recycled items are measured in terms of a range betweenminimum and maximum requirements.LINENLinens are the most important recycled inventory items under the executive housekeeper’sresponsibility. The par numbers established for linen inventories is the standard stock level neededto accommodate typical housekeeping operations. One par of linen equals the total number of eachtype of linen that is needed to outfit all guest rooms one time. Shortages occur when the inventorylevel for linen is set too low. If set too high excessive amount of cash resources get tied up inoverstock. For establishing par of linen, the executive housekeeper needs to consider:  The laundry cycle  Replacement linen  Emergency situationsTo effectively manage linen inventories, the executive housekeeper needs to develop standardpolicies and procedures that govern how and where linen will be stored, when and to whom they 80

will be issued, and how to monitor and control the movement of linen through the laundry cycle.Linen can be stored in the department’s main linen room, in distribution rooms near laundry, or infloor linen closets for easy access by room attendants.An effective method of controlling is to maintain floor pars for all floor linen closets. Theoccupancy reports generated by the front desk can be used to determine linen distributionrequirements for each floor linen closets. Room attendants will record the number of soiled linen,by type, that are removed from guest rooms and delivered to the laundry. At the end of the dayshift, the floor linen closets are re-stocked. This brings each floor linen closet back up to full parin preparation for the next day’s work. Damaged linen should be placed in a special discardcontainer and hand delivered to the main linen room.A physical inventory of all linen items in use and in storage is the most important part of managinglinen inventories. A complete count must be conducted at least once a month. It is necessary forall linen in all locations to be included in the count. Hence inventories must be taken at a timewhen the movement of linen between guest rooms and laundry can be halted. After the countingprocess is complete and totals are collected, they should be compared to the previous inventorycount to determine actual usage and the need for replacement purchases.The linen valuation is thus determined as -(Linen in use * price) + (new linen * price) = linen valuationUNIFORMSThe housekeeping department typically, stores, issues and controls uniforms used throughout theproperty. Sometimes, each department is responsible for maintaining its own inventory ofuniforms.To establish par levels for all types of uniforms, the executive housekeeper needs to know howmany uniformed personnel work in each department, what specific uniforms they require, and howoften their uniforms need cleaning. Another factor to consider is the turnaround time taken by thelaundry.In some hotels the employees themselves are responsible for maintenance of their uniforms. Insuch cases they have to be compensated for uniform cleaning.All uniforms should be issued and controlled through the uniform room. Uniforms should becatogorised department wise and systems should be set for receiving dirty uniforms, sending themfor wash, getting them back from laundry and reissuing them to staff. Issuing can be done on aclean for dirty basis or on request from signed by departmental head or supervisor. When uniformsare first issued, all employees should acknowledge it in writing. Then when they give it for wash,a receipt is issued. On showing this receipt at a later time, the washed uniform is returned to him.A repair request form can be used to notify the room attendant about minor repairs.All uniforms should be inventoried at least on a quarterly basis. The same general principles thatpertain to taking physical inventories of linen supplies apply to counting uniforms.CLEANING SUPPLIES 81

The selection of cleaning supplies requires the same considerations as that of equipments. Theexecutive housekeeper should have vendors demonstrating their products, and should then selectthe product that is most economical and efficient. Since the majority of cleaning supplies aresubject to local vendor storage and, they may be delivered to the hotel on a weekly or monthlybasis. The executive housekeeper therefore should not overload the storeroom with products thatcan be dropped in regular basis.Cleaning supplies and small cleaning equipment items are a part of non-recycled inventory in thehousekeeping department. These supplies are consumed or used up in the course of routinehousekeeping operations. A par for cleaning supply item is actually a range that is based on twofigures:• Minimum inventory quantity• Maximum inventory quantityThe on-hand quantity for a cleaning supply item should never fall below the minimum quantityestablished for that item. Minimum quantities are established by considering the usage factorassociated with each item. Usage factor refers to the quantity of given non-recycled inventory itemthat is used up over a certain period.The minimum quantity for any given cleaning supply is determined by adding the lead-timequantity to the safety stock level for that particular item. The lead-time quantity refers to thenumber of purchase units that are used up between the time that a supply order is placed and thetime that the order is actually received. The safety stock level for a given cleaning supply itemrefers to the number of purchase units that must always be on hand for the housekeepingdepartment to operate smoothly in the event of emergencies, spoilages, unexpected delays indelivery or other situations. By adding the number of purchase units needed for a safety stock tothe number of purchase units used during the lead time, the executive housekeeper can determinethe minimum number of purchase units that always needed to be stocked.The maximum quantity established for each cleaning supply item refers to the greatest number ofpurchase units that should be in stock at any given time. First consider the amount of availablestorage space in the housekeeping department and the willingness of suppliers to store items attheir own warehouse facilities for regular shipments to the hotel. Second, the shelf life of itemsneeds to be taken into consideration. Third, maximum quantities should not be set so high thatlarge amounts of hotel’s cash resources are unnecessarily tied up in an overstocked inventory.Controlling of inventory of cleaning supplies involves establishing strict issuing procedures toregulate the flow of products from the main storeroom to the floor cleaning closets. It also involvesmaintaining accurate counts of the products on hand in the main storeroom.Based on usage rates for the various cleaning supplies under different occupancy levels, theexecutive housekeeper can determine par levels for every floor stations so that each station hasenough cleaning supplies to last for a week. Cleaning supplies can be issued from the mainstoreroom to replenish par levels established for each floor station. By tracking the amounts ofeach cleaning supplies issued from the main storeroom to the various floor stations, the executivehousekeeper can monitor usage rates and spot instances of under or over use. Floor cleaning closetscan be inspected on a regular basis to ensure that par levels are maintained. Once par levels have 82

been established, the executive housekeeper should regularly review and adjust them toaccommodate changes in operation or occupancy.A perpetual inventory of all cleaning supplies is often used in conjunction with a par stock system.The perpetual inventory provides a record of all materials requisitioned for supply closets.Together these two systems enable the executive housekeeper to keep tight control over suppliesused by housekeeping personnel in their cleaning assignments. As new purchases are received bythe main store room and as quantities are issued to floor cleaning stations, the amounts of thedifferent cleaning supplies are adjusted on perpetual record. When the perpetual record shows thaton hand quantities fro particular cleaning supplies have reached the re-order point, a requisitionfor sufficient quantities can be placed to bring the quantities back up to the maximum levels.Regular physical inventories should be made of each property storeroom. A monthly physicalinventory of all cleaning supplies will enable the executive housekeeper to determine orderquantities. More frequent physical inventories need to be made for those items that deplete morequickly.By recording both purchases ad issues of cleaning supplies the executive housekeeper can monitorthe actual usage rates of each product kept in inventory.GUEST SUPPLIESQuite often the rate to be charged for each guest room will have a bearing on the quality andquantity of guest supplies in each room. The guest supplies could be classified in three categories:  Guest expendables  Guest essentials  Guest loan items1. Guest expendables – They are items that the guest is either expected to use or take away ondeparture from the hotel. Some supplies maybe paid for by other departments, e.g. table tent cards,guest services directory, etc are usually paid for by the sales department or F n’ B department.Sometimes the soaps supplied are neither used nor taken away, but are still replenished when theroom is made ready for a new guest. All expendable items are usually inventoried and stored bythe housekeeping department directly. The types and quantities of guest supplies that a hotelroutinely provides depends on the hotel’s size, clientele and service level. One par of guest supplieswould be the quantity of each guest supply item needed to outfit all occupied rooms in the hotelone time. By knowing the forecasted number of occupied rooms, the executive housekeeper candetermine the quantity of each guest supply item that will be needed to outfit guest rooms in themonth ahead. But the usage rates of guest supply items can far exceed the quantities expected tobe used on the basis of par stock required for room set-ups. Hence both occupancy levels and usagerates need to be considered in establishing minimum and maximum quantities for the hotels’inventory of guest supply items. Inventories are controlled by establishing pars, taking physicalinventories and maintaining records. Par levels have to be established for the main store, floorpantries and room attendant trolleys. Along with the par level, reorder point will also be mentioned.Inventory levels for printed materials and stationary will depend on their usage rates. Writingpapers and envelopes may need to be changed regularly, while TV tent cards, instruction sheets,etc. are a relatively permanent feature. Occupancy levels, usage rates, safety levels, lead-timequantities and purchasing schedules are considered when determining minimum and maximuminventory levels for these. 83

2. Guest essentials – They are items that are essential for the guest use in rooms but are not takenaway by the guests, for e.g. ashtrays, etc. (though they are taken away sometimes). They cantherefore be termed as recycled inventory items. Hence par levels are determined in a mannersimilar to room linens and other recycled items. Considering the cleaning cycle numbers of parsare determined.3. Guest loan items – They are not maintained in the guest room but are available on request to aguest, on a receipted loan basis at no charge. They are usually stored in the main linen room orhousekeeping storeroom, and are given to the guest when requested for. Such receipts shouldspecify when the items could be picked up so that the idea of taking it for free is not conveyed.For e.g. irons, ironing boards, hot water bags, alarm clocks, bed boards, adapters, non-allergicpillows, electric blankets, etc. the quantities maintained in inventory depends on the size of thehotel and the anticipated volume of guest requests. A complete and accurate list of all guests’ loanitems, along with the par number for each item should be maintained and updated as items arereplaced or taken out for repairs and new items are put in use. A log is usually maintained withtype of item loaned, guest room no., time of request, delivery and return, and guest’s expected dateof check-out (to keep track of items like pillows, blankets, etc). This information can also bemaintained through a receipt for the loaned item. Sometimes, the guest may need to pay a deposit.MACHINES AND EQUIPMENTSThe executive housekeeper is responsible for seeing that the members of the housekeepingdepartment have the proper tools to carry out their assigned tasks. These tools include major piecesof machinery and equipment to clean guest rooms and public areas. All machines and equipmentmust be maintained in proper working order so employees may use them safely and effectively.The executive housekeeper needs to develop systems and procedures for controlling the hotel’sinventory of machines and equipments.The number and types of equipment that need to be maintained in-house will depend on the hotel’ssize and cleaning needs. Equipment needs are also affected by the number of guestrooms, theirlocations, different kinds of floor and wall coverings, and the size of laundry operations.Controlling the department’s stock of major machines and equipment involves maintainingaccurate inventory records, establishing issuing procedures, and ensuring that safety areas aresecure. An effective way to control inventories is to use an inventory card system. An inventorycard should be prepared for each piece of major machinery or equipment use din housekeeping.The card should specify the item name, model and serial numbers, purchase cost, expected lifespan (measured in terms of work hours), warranty information and local service contactinformation. These records help determine when a piece of equipment needs replacement. Thecard lists all the accessories and spare parts that can be used with the machine and that are ownedby the hotel. The proper storage areas and work areas should also be mentioned.Repair logs should be kept and filed along with the corresponding inventory card. Repair logshould record the date the item was sent for repair, a description of the problem, who performedthe repairs, what repairs were made, which parts were replaced, cost of repairs, and the amount oftime the equipment was out of service. This record is used to pin-point problems, estimate repaircosts and to calculate the down-time during the useful life of the machine. 84

Equipment log should be maintained to record all equipment that is issued and returned on a dailybasis. The date, time issued, and person to whom the equipment is issued, location in the hotelwhere the equipment will be used, and the time the items are returned should be noted in the log.Security is a major concern in determining storeroom requirements for major machines andequipments. When not in use all equipments should be stored and locked.Physical inventory of all major machines and equipments should be taken on a quarterly basis. Atime should be established, when all equipment and machinery will be stored and locked. Inventorycards should be consulted and proper location of all pieces verified. All accessories and spare partsshould be counted and recorded on appropriate inventory card. Finally, all machines andequipments should be tested to ensure they are in good working order.7.5 Par stock importance of par stockPar stock is the minimum linen and uniforms required to meet the daily demands so as to ensuresmooth operations.Importance of par stock  To make correct and efficient investment of capital.  To prevent overstocking and thereby avoid chances of spoilage during storage, storage space problems, etc.  To ensure problems supply at all times.  To help in effective budgeting.  To simplify inventory budgeting.  To bring about manageable control.7.6 Procedure of establishing par stockPar stock also refers to the minimum qualities of linen and uniform required to meet the dailydemands, so as to ensure smooth operation. The par stock for linen and uniform can be establishedon the following basis. a. Linen: generally the par stock of linen is maintained on the basis of:  One change in circulation  One change in laundry  One change in linen room  One change in linen store b. Uniform: the uniform is stocked on the basis of clothing types quality and nature of job. Generally the par stock of uniform is maintained on the basis of:  One change in laundry  One change in circulation  One change in uniform room  One change in the uniform store7.7 Uniform and linen exchange procedureRoom linen 1. Soiled room lines are send directly from the floor or via linen room. 85

2. Physically count each soiled items on the floor, and enter the figure into the room linen control sheet. 3. Send the 2nd copy and 3RD copy of the linen sheet with the floor houseman along with the hamper of soil linen to the laundry or linen room. 4. alternatively the floor supervisor will send the linen through a linen chute which lands at the laundry floor 5. The laundry or linen supervisor where applicable recounts the soil linen in the presence of the floor representative, and verifies the quantities in the room linen control sheet. The concerned supervisor then stamped” received” after the tally and returns the 2nd copy. While the 3rd copy will retained with her. 6. The linen supervisor issues fresh linens on a one to one basis.Restaurant linen 1. Check the soil linens that received for damages. 2. Count every item and tally with food and Beverages linen exchange foam. 3. Enter the figure into the linen exchange register for food and beverage out let. 4. Issue the same number of linens on one to one basis, and enter the figure in the linen exchange register. 5. Forward the soil linen to the laundry for washing after physically counting each item in front of the laundry supervisor. 6. Tally fresh restaurant linen from the laundry against the linen exchange register.Discard LinenAn important part in the linen keeping is the use of discard linen. Discard linens are ones thatcannot be used in the operation any more. Discard occurs due to the irretrievable stains, tearsdiscoloration etc. The discard linens may be used in the following ways 1. As cleaning clothes. 2. For covering furniture. 3. To wrap carpets kept in the storage. 4. To store long stored uniform.UniformsNew employees are issued uniform authorized by the personal department. Employees aremeasured for size, and given standard uniforms like dungarees stewarding trousers Etc. or tailormade for specific style. . Once issued the employee keeps his uniform in the locker room, providedby the hotel separately for men and women.Uniform exchange procedure 1. Ensure that the staff has arrived in stipulated time. 2. Check the uniforms for damages. 3. Issue fresh uniform for one to one basis ensuring that the uniform are of correct size. 86

Unit 8: Safety and Securities in Housekeeping8.1. Potential hazards in housekeepingHousekeeping in a hotel is a very physically demanding job. The personnel are on their feet for afull shift of 8 hours during which they perform various tasks that are demanding for the body.Housekeeping has the largest workforce in the hotel. It is therefore, imperative for the Housekeeperto ensure safe conditions and practices in the department.Managers must train employees to recognize potentially hazardous conditions and take correctiveactions before they cause injuries like sprains, strains, falls; - Wet floors and slippery walkways - Messy floors - Equipment left out in the way - Improper lifting techniquesBest practices for handling chemicals, proper personal protective equipment selection, materialhandling, and slip, trip, and fall prevention are discussed. Readers 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 injuryOccupational Hazard 1. Walking 2. Standing 3. Stooping 4. Squatting 5. Kneeling 6. Stretching 7. Twisting 8. Crouching 9. Lifting 10. PushingThe above are only sample situations where the body is under pressure. There are countless numberof other situations that truly challenge housekeeping personnel. 87

8.2. Safety awareness and accident preventionSafety awareness is the ongoing programs at all the establishment. The management of allestablishment should be aware of laws, concerning safe work environment & should be concernedabout the safety of employee. Periodic training should be given to all staff in order to raiseawareness about safety. All the H.O.D. must ensure that the employee follow safe job procedure,correct unsafe condition immediately & take enough time to do the job, so that accident are notcaused due to haste. The Executive house-keeper should develop comprehensive list of safety rulesto be followed by all the house-keeping employee. This can be the part of house-keeping safetymanual.  BUILD efficiency and productivity.  REDUCE workplace injuries.  SAVE workers comp cost.  GAIN confidence in safety and compliance.Basic Guideline for the prevention of accident -“Safety doesn’t happen by accident.” 1. Always follow instruction when using cleaning mechanical equipment's. 2. Replace caps on cleaning chemicals immediately & securely after dispensing. 3. Label cleaning agents clearly. 4. Keep floor clean & dry use Signs while cleaning. 5. Dispose of rubbish carefully, use protective clothing and proper garbage bag. 6. Clean away broken glass carefully. 7. Never place cigarette bud or sharp object, in the trash bag or room attendants cart. Never place ashtray at the bedside table. 8. Use ladder carefully. 9. Lift heavy items carefully without a bent down posture. 10. Never mix more than one cleaning agents without prior knowledge. [ex. chlorine bleach and oxygen bleach]Safety are continually very worried with visitor safeguard, but the Safety of hotel staff also haveto be taken under consideration. Because the exceptional technique to hold staff Safety at night isto preserve them within the property as much as feasible, John Porior, president of WHGorganizations, said to ensure all garbage boxes are emptied before darkish and to have staff watchevery different stroll to their cars or different varieties of transportation in the course of shiftalterations.8.3. Fire prevention and fire fightingFire and prevention:Most fires start because of carelessness of staff and guests. Newspapers, periodicals or clothes leftlying too close to a fireplace, misuse of electricity by overloading, using faulty equipment,covering of lamps and heaters with damp clothes, etc. could be some common causes of a fire inthe hotel. 88

Cleanliness is fire’s natural enemy and good housekeeping practices should be followedthroughout the establishment. Here the housekeeping plays an important role in preventing fire byproviding adequate and proper ashtrays, dustbins, fireproof furnishings, and proper collection anddisposal of rags and rubbish.Combustible material must be stored properly as also all chemicals used. Proper equipment andperiodical maintenance of these is very important to prevent dangerous failure or short circuits.In guestrooms, maids should be instructed to keep a lookout for hazardous material left by theguest-a travel iron left on, covering of lamp shades with damp clothes left to dry, etc. In kitchensthe exhaust hoods should be cleaned regularly. In public areas, enough sand ashtrays should belocated at strategic points. Fire alarms and exit signs should be connected to an emergencyelectrical supply.General Causes of fire and prevention:Smoking: no smoking should be allowed in restricted areas. All cigarette ends must beextinguished completely. Adequate ashtrays should be provided.Electrical: regular checking and maintenance of electrical appliances. Regular checking ofbuilding wiring. Train staff not to use faulty equipment. Do not permit overloading of electricaloutlets.Heating equipment: use fire guards where possible. Position fire away from furnishings orinflammable material. Apply fire retardant finishes to all furnishings.Storage of chemicals: all chemicals, including cleaning agents, must be stored in special stores.Inflammable liquids should be stored in dark coloured bottles away from naked light or directlight.The Housekeeping staff may be given the responsibility of monitoring fire alarms and alertsystems. A good management will formulate a plan for possible fire emergencies and train staffaccordingly. The plans should include:  Emergency escape procedures and route assignments  Procedures to be followed by employees who remain to operate critical hotel operations before they evacuate  Procedures to account for all employees after evacuation  Rescue and first aid duties for those employees who are to perform them  The preferred means of reporting fire and other emergencies  Correct way of informing guests  Names or regular job titles of persons or departments who can be contacted for further information or explanation of duties under the planOther points include:  Adequate fire alarms and fighting equipment are required to be in place, such as, smoke detectors, fire sprinklers, fire extinguishers, etc. 89