Beruflich Dokumente
Kultur Dokumente
Diploma
In Hotel & Hospitality Management
First Semester
Subject Code-HM-23
Preface
Cleanliness is next to godliness is considered as the most important
aspect of hospitality Industry. Housekeeping in a hotel plays one of the
most significant part in not just keeping the surrounding clean & tidy
but also in giving the room and other important areas the aesthetic
appearance.
This artistic or visual appearance is the reason for a guest to attract to the
property again & again. There are other many more key works in a
housekeeping department which helps a hospitality industry to run the
operations smoothly.
We have penned the most important and updated information in the field
of Housekeeping which would help the Hospitality students to know & be
aware of this department.
ECDL..
CONTENTS
BLOCK-I
UNIT Topic Contents Page No.
1 Role of 1.1 Introduction 09
housekeeping 1.2 Importance of Housekeeping 10
1.3 Amenities provided by Housekeeping 10
1.4 Housekeeping role in a hotel industry 11
2 Functions of 2.1 Cleaning, Maintenance 13
housekeeping 2.2 Aesthetic upkeep, Linen Management 14
dept. 2.3 Manual Cleaning, Mechanical Cleaning 14
2.4 Care of equipment, Different cleaning agents 15
3 Types of rooms 3.1 Single room, Double room 17
3.2 Suite- Single, Double, Duplex 18
3.3 Cabana 18
3.4 Penthouse 19
4. Organizational 4.1 Duties & Responsibilities 21
structure of 4.2 Executive housekeeper, Asst. Housekeeper 22-23
H.K. dept. 4.3 Linen room supervisor, uniform room sup. 24
4.4 Desk control supervisors, 25
BLOCK II
UNIT Topic Contents Page No.
5 Emergency 5.1 Fire 29
Procedures 5.2 Death or accidents 30
5.3 Theft 31
5.4 Vandalism 32
6 Hygiene & 6.1 Hygiene & Sanitation. 34
Sanitation 6.2 Hygiene and safe methods of cleaning 35
6.3 Sewage disposal. 36
6.4 Importance of Hygiene in Hospitality Industry 37
7 Inter 7.1 Front office- Housekeeping 39
departmental co- 7.2 Engineering Maintenance & HK 40
operation 7.3 Food & Beverage & HK 40
7.4 Cooperation- Security & Personnel 41
8 Linen / Uniform 8.1 Linen room, Linen room work, storage, stock taking 43
Room & 8.2 Uniform Room, staff uniforms 44
Laundry 8.3 Laundry in-house, contract, 45
8.4 Valet Service, equipment, method 46-47
BLOCK III
UNIT Topic Contents Page No.
9 Stain Removal 9.1 Stain removal agents 51
UNIT-1
ROLE OF HOUSEKEEPING
CONTENTS
1.0 Objectives
1.1 Introduction
1.2. Importance of Housekeeping
1.2.1 Comfort
1.2.2 Cleanliness and Hygiene
1.2.3 Privacy
1.2.4 Safety and Security
1.2.5 Decor
1.3 Amenities provided by housekeeping
1.4 Housekeeping role in a hotel Industry
1.5 Lesson Summary
1.6 Key Words
1.7Questions to Solve
1.8 References
1.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Housekeeping and its importance
Functions of housekeeping
Relationship of housekeeping with other departments
Types of guest rooms and the amenities supplied.
1.1 INTRODUCTION
Housekeeping is an important and integral part of the guest experience and satisfaction.
Other things such as security are important, but what guests really want is to feel at
home, to feel comfortable. Although the staff providing this service do not necessarily
interact directly with the public, the quality of their work is critical in shaping guests
pleasant memories of their stay.
A hotel survives on the sale of rooms, food and beverage and other minor
operating services such as laundry, health clubs etc. Of these, the sale of room
constitutes a minimum of 50 percent. In other words, a hotels largest margin of profit
comes from room sales because a room once made can be sold over and over again. A
good hotel operation ensures optimal room sales to being in the maximum profit.
The room sale is dependent on, apart from several other things the quality of room
dcor, room facilities, cleanliness of the room and how safe it is. The criteria by which
each guest decided whether a room is good or bad are strictly personal. To make a room
appealing to a guest is the task of house keeping which has to ensure the basic human
needs of comfort and security. Thus the personal effort the housekeeping department
makes in giving a guest a desirable room has a direct bearing on the guests experience in
a hotel
1.8 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels & residential Establishments,
William Heinemann.
UNIT- 2
FUNCTIONS OF HOUSEKEEPING DEPARTMENT
CONTENTS
2.0 Objectives
2.1 Introduction
2.2. Functions of Housekeeping
2.2.1 Cleaning Rooms and Public Areas
2.2.2 Bed Making
2.2.3 Linen Management
2.2.4 Laundry Services
2.2.5 Pest Control
2.2.6 Key Control
2.2.7 Safety & Security
2.2.8 Interior Decoration
2.2.9 Room Maintenance
2.3 Lesson Summary
2.4 Key Words
2.5Questions to Solve
2.6 References
2.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Functions of housekeeping
Basic functions like cleaning, bed making, linen management
Laundry, pest control, key control, & other main functions
2.1 INTRODUCTION
The impact of the housekeeping function on the success of a hotels operations cannot be
underestimated, since large revenue for hotel industry is generated mainly from the sale
of rooms.
Good housekeeping is the foundation of good infection prevention. The general
cleanliness and hygiene of a facility are vital to the health and safety of guests, staff, and
visitors. Pleasant work environment contributes to staff members' satisfaction, making
them to be more productive. A more pleasant environment improves guest satisfaction
and can increase guests use of services and frequent visits.
laundry, linen management, key control, pest control, safety and security of the guests
as well as the infrastructure and interior decoration. All this ensure the ambience and
promotes a congenial environment. The basic function of the
housekeeping is explained briefly:
2.2.1. Cleaning Rooms and Public Areas
Housekeeping department cleans the rooms and toilets and
wash basins in the room. Apart from cleaning the guest
rooms, housekeeping department is also responsible for
cleaning floor, terraces, elevators, elevator lobbies, corridors
of guest floors, floor linen closets, mop and janitors closets, service lobbies and service
stairways, function rooms, shopping arcade, cabanas, bars, dining rooms, offices,
uniform rooms, tailor rooms, upholstery, shops, store rooms and swimming pools. To be
concise, the housekeeping department is responsible for the total cleanliness of a hotel.
2.2.2. Bed Making A guest requires a comfortable bed to take rest,
relax and enjoy. A bed that is well- made will provide the required
comfort. Bed making is a skill that requires to be developed by the
housekeeper, as it not only provides comfort to the guest, but also
adds to the pleasant ambience of a guests room. Guests should not be
able to tell if anyone has slept in the room, so a clean environment and
perfect bed making is major consideration of this department.
2.2.3. Linen Management
One of the important jobs of the Housekeeping Department is clothes and linen
management. This involves all functions from purchase of linen to laundering, storage,
supplies and to condemnation. In a hotel different types of clothes and linen are used
such as the bed sheets, pillow covers, napkins, towels, hand towels, table covers,
curtains, cushion covers etc. All of these require regular maintenance.
2.2.4. Laundry Services
It is the job of the Housekeeping Department to ensure clean and hygienic washing of all
the linen items, and then distributing them to different areas of the hotel. The
relationship between the housekeeping and laundry is significant for the smooth
functioning of housekeeping services. One of the supporting roles of the laundry is to
provide valet services to house guests.
2.2.5. Pest Control
Pest Control is another major job of the Housekeeping Department. No matter how
clean one keeps the surroundings, one cannot avoid the uninvited guests the pests.
It is not only embarrassing but also speaks badly of a hotel where one sees rats,
cockroaches, and lizards running around. Therefore, pest control is one of the primary
responsibilities of the housekeeping department.
2.2.6. Key Control
Key control is one of the major jobs of the housekeeping department. The room keys
have to be handled efficiently and safely before and after letting the room.
2.6 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels & residential Establishments,
William Heinemann.
UNIT- 3
TYPES OF ROOMS
CONTENTS
3.0 Objectives
3.1 Introduction
3.2. Types of rooms
3.2.1 Single Room
3.2.2 Double Room
3.2.3 Deluxe Room
3.2.4 Twin Room
3.2.5 Hollywood Twin
3.2.6 Studio
3.2.7 Suite
3.2.8 Penthouse Suite
3.2.9 Parlor
3.2.10 Executive Room
3.2.11 Duplex room
3.2.12 Interconnected room
3.2.13 Efficiency room
3.2.14 Cabana
3.2.15 Sico
3.3 Lesson Summary
3.4 Key Words
3.5Questions to Solve
3.6 References
3.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Types of Rooms
The facilities available in different rooms
3.1 INTRODUCTION
In this unit we will discuss about the various types of rooms available as per the need
and comfort they would like to have. These rooms are made as per the number of
persons to be accommodated and also in view of the luxury and sophistication they are
looking for. There are other rooms too which are for various other purposes in a hotel.
A single room has a single bed for single occupancy. It is a standard room having
a dressing-cum-writing table.
3.2.2 Double Room
It is a room with one double bed meant for two people. It is a
standard room having a dressing-cum-writing table.
3.2.3 Deluxe Room
This room is well furnished, carpeted and more suitable for
single persons and small families. Deluxe Rooms are available
with Single and Double beds.
3.2.4 Twin Room
A room with two single beds meant for two people having only one bedside
table between the two beds.
3.2.5 Hollywood Twin
It is a room with two single beds and one single headboard meant for two
people. When need arises, the two beds can be bridged together to make it
appear as a double room.
3.2.6 Studio
The studio room is the room for the guest with option of self catering. It has a
queen size bed, air conditioning, fan and screens. There is also a dining area and
a seating area.
3.2.7 Suite
A suite in a hotel mostly denotes a class of luxury rooms. Suites offer more space
and furniture than a basic hotel room. In addition to the standard bed and
bedroom fixtures, a suite will typically add a living room, usually with a couch
that folds into a bed. Dining, office and kitchen facilities are also added in some
suites. Many large hotels have one or more "honeymoon suites", and sometimes
the best room is called the "presidential suite". Some hotels now offer only
regular suites. Regular suites are particularly aimed at business travelers who
would both appreciate additional space and may use it to host small meetings or
entertain guests.
3.2.8 Penthouse Suite
A penthouse suite is mostly on the highest floors of hotel
building. Penthouses are typically differentiated from other
rooms by luxury features. A penthouse suite may also
provide occupants with private access to the roof space
above the suit, instead of or in addition to terrace space created by an adjacent sit
back.
3.2.9 Parlor
A parlor is a room equipped and furnished for a special function or business. It is
generally a lavishly decorated room with more facilities like bar, pantry,
massage. Usually the room is sold on hourly basis.
3.6 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels & residential Establishments,
William Heinemann.
UNIT-4
ORGANIZATIONAL STRUCTURE OF H.K. DEPARTMENT
CONTENTS
4.0 Objectives
4.1 Introduction
4.2. Organizational structure of HK Department
4.3 Duties & responsibilities of HK Staff
4.3.1 Executive Housekeeper
4.3.2 Floor Supervisor
4.3.3 Uniform / Linen Room Supervisor
4.3.4 Cloak room attendant
4.4 Lesson Summary
4.5 Key Words
4.6 Questions to Solve
4.7 References
4.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Organizational structure of housekeeping department
Duties and responsibilities, of housekeeping staff.
4.1 INTRODUCTION
The success and credibility of the hotels depends solely on their in-house professionally
skilled team. Top quality service, with dedicated, trained, intelligent, sincere, honest and
motivated staff is what is important for a hotel housekeeping department. This team
succeeds in building and maintaining the image and reputation of the hotel and creating
and sustaining regular and privileged guest visits.
For providing excellent and satisfying quality service, lot of effort has to be made
towards organizing and training the housekeeping staffs continuously. Additionally, the
trained staff must be retained ensuring the consistency and staff dedication remains
focused through various methods of training and motivation.
The largest work force of the hotel is in the housekeeping department. It would be
appropriate at this stage to understand the hierarchy, duties and responsibilities of all
the housekeeping staffs for effective communication and coordination.
1. Executive Housekeeper
He is responsible and accountable for the total cleanliness, maintenance and aesthetic
upkeep of the hotel. This is achieved with the resources of manpower, materials,
machines, money, space and time available to him.
2. Assistant Housekeeper
May be one for each shift of a large hotel, He may be the housekeeper of a small hotel or
the only deputy to the Executive Housekeeper of a medium-sized hotel. He manages the
resources given by the Executive Housekeeper to achieve the common objectives of
cleanliness, maintenance and attractiveness in a given shift. His accountability normally
ends on the completion of his shift.
3. Uniform Room Supervisor
A non-management person, solely responsible for providing clean serviceable uniforms
to the staff of the hotel. As the hotel staff is all practically in uniforms his / her task is
enormous and demanding as he / she has to keep an inventory control on various stages
of use, such as, when sorted ones are handed over, or those which are being washed or
dry-cleaned in the laundry.
4. Uniform Room Attendants
The uniform supervisor is assisted by attendants who actually do the issue of uniforms
in exchange for soiled ones for onward transmission to the laundry. These attendants are
in actual contact with the staff.
5. Linen Room Supervisors
A non-management person solely responsible for the acquisition, storage, issue and
cleanliness of linen in its various forms. His job is a mammoth task because he keeps
track of all linen as they would number in thousands.
4.7 REFERENCES
1. Andrews Sudhir, Hotel Housekeeping Training Manual,Tata Mc Graw-Hill
Publishing Co. Ltd.
2. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion
Books.
UNIT 5
EMERGENCY PROCEDURES
CONTENTS
5.0 Objectives
5.1 Introduction
5.2. Lost & Found
5.3 Theft
5.4 Bomb Threat
5.5 Fire in the Hotel
5.6 Death
5.7 Accidents
5.8 Vandalism
5.9 Drunken Guest
5.10 Lesson Summary
5.11 Key Words
5.12 Questions to Solve
5.13 References
5.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Various Emergencies which arises in a hotel Industry.
Procedures to handle such situation.
5.1 INTRODUCTION
In a hotel the front office department has to face so many emergencies such as lost
and found, fire in the hotel, death, accidents, vandalism damage to property by resident
guest drink guest and theft. The front office should be able to handle such critical cases
and so they should have knowledge and skill, otherwise it causes a great loss to the
hotel.
description of the article before it is shown to him, because it make possible to relate the
lost articles to the right person.
5.3 THEFT
In most hotels there is the possibility that dishonest staff will remove all hotel property,
be it food, bed, linen, towel, etc. for their own use. The security of these hotel properties
has the responsibility of each departmental head. A frequent stock taking and spot
checks are essential not only to establish quantities of items in stock, but also to monitor
unusual loses which might point to staff theft.
In most hotels there is a staff entrance to the premises and a clock in system were by
each staff is required to punch a card upon arrival and departure from his or her work
showing the time of duty. The timekeeper will also act as a watchman to see that
nothing expect the staffs personal property is removed. From the hotel and may have
the right to check workers bag and basket to open parcels carried out of the hotel and to
call the manager or security officer if necessary.
Where it is possible to minimize theft from the hotel by the staff 'souvenir hunting' by
when guest recognize to practice most hotel budget for the lose of such items as cloth
hangers, ashtrays, bed sheets, towels, toothpick stand, flower vase, etc. But loss of the
towel, bed sheet, table lamp, pictures, flowers and any other movable objects become
costly to the hotel. It is not possible to institute a search of each department guest
luggage. But upon entering a vacated room a chambermaid will know immediately that
such items are missing and security staff or the management can be alerted, often before
guest leaves the hotels. Some hotels may accept the loss of less expensive items of good
will especially in their hotels where such theft is minimal. When most guests challenged
will usually relinquish those objects, which have been packed in their luggage, often
claiming it was a careless use on their behalf. Police action is not advisable. The hotel
staff approaches the situation with tact and firmness the matter can be resolved.
5.4 BOMB THREATS
It is an unfortunate fact that no hotel regarding of its size and situation emerge from the
frightening advent of the 'Bomb scare'. Most bomb threats are made by telephone and it
is generally the telephone operator or receptionist who receives them. The operator
should be trained how to bear with such situation. He should write down the exact
words, spoken by the caller and rate the sense and any accent, which by notice, able.
Any background noises to the call might assist the police in training its place of origin.
The operator should calmly tell the calls that the hotel is occupied and detonation of a
bomb would cause death or injury to innocent people. A fellow member of staff should
be alerted to listen in to the call, in case the operator might miss something or important.
The general manager or the duty manager and the security officer should be
notified immediately. Under expert guidance or search for the device will commence. It
must be left for experts to move and defuse. In case of serious bomb it is necessary to
evacuate all guest and staff from hotels. Once the building has been cleared of all staff,
guest and visitors no one should be allowed to re-enter until the all clear signs is given
by the authorities.
5.7 ACCIDENTS
The house doctor should call immediately on phone and informed to the nature of the
accident and the condition of the guest. The doctors instruction must be followed
immediately. Swabbing wounds with cotton wool and applying a coagulant such as
iodine, alcohol, spirit or just plain mates or after-shave lotion must stop bleeding. If a
fracture is suspected the guest is not moved till the doctor arrives. Burns are to be
treated with creams meant for the purpose.
5.8 VANDALISM
The front office staff must call the hotel security and order the main door to be locked.
If the things get out of hand the police must be called.
Damage to property by resident guest
The front office cashier is instructed to raise charge for the value of damages to property.
A responsible guest will never argue but if the object he must be referred to the general
manager.
5.13 REFERENCES
1. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion
Books.
2. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
3. Andrews Sudhir, Hotel Housekeeping Training Manual,Tata Mc Graw-Hill
Publishing Co. Ltd.
4. Joan C. & Lennox, Margaret Branson, Hotel Housekeeping Principles and Practice,
Edward Arnold,London.
UNIT-6
HYGIENE & SANITATION
CONTENTS
6.0 Objectives
6.1 Introduction
6.2. Hygiene & Sanitation
6.3 Hygiene & safe methods of cleaning
6.4 Sewage disposal
6.5 Importance of Hygiene in Hospitality Industry
6.6 Lesson Summary
6.7 Key Words
6.8 Questions to Solve
6.9 References
6.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Regarding Hygiene & Sanitation and also safe methods of cleaning.
Regarding Sewage disposal & Importance of hygiene in hospitality Industry.
6.1 INTRODUCTION
The term "hygiene" is derived from the name Hygeia, the Greek goddess of health,
cleanliness and sanitation. The hygiene movement began in the 1830s by dedicated
practitioners who rejected orthodox medicines and believed that with hygiene the
spread of infectious disease could be prevented.
The earliest evidence of urban sanitation was seen in Harappa, Mohenjo-Daro and the
recently discovered Rakhigarhi of Indus Valley civilization. This urban plan included
the world's first urban sanitation systems. Within the city, individual homes or groups
of homes obtained water from wells. From a room that appears to have been set aside
for bathing, waste water was directed to covered drains, which lined the major streets.
Roman cities and Roman villas had elements of sanitation systems, delivering water in
the streets of towns such as Pompeii, and building stone and wooden drains to collect
and remove wastewater from populated areas - see for instance the Cloaca Maxima into
the River Tiber in Rome. But there is little record of other sanitation in most of Europe
until the High Middle Ages. Unsanitary conditions and overcrowding were widespread
throughout Europe and Asia during the Middle Ages, resulting periodically in
cataclysmic pandemics such as the Plague of Justinian (541-42) and the Black Death
(13471351), which killed tens of millions of people and radically altered societies.
"Sanitation generally refers to the provision of facilities and services for the safe disposal
of human urine and feces. Inadequate sanitation is a major cause of disease world-wide
and improving sanitation is known to have a significant beneficial impact on health both
in households and across communities. The word 'sanitation' also refers to the
maintenance of hygienic conditions, through services such as garbage collection and
wastewater disposal.
industry must ensure waste is disposed of thoroughly, and stored away from the
premises so that kitchen and food storage areas do not smell or foster a breeding ground
for vermin and flies.
Garbage bins should always be washed out and disinfected after being emptied.
Cleaning and sanitizing of bins and lids, regular emptying of rubbish, and lining bins
with plastic liners helps to ensure garbage is managed hygienically. The waste storage
and disposal area is typically separated into cartons, glass and plastic and non-
recyclable sections. This area needs to be cleaned and hosed daily.
It is important when handling linen that dirty and clean products never come into
contact with each other. Linen includes bed linen, serviettes, tablecloths and kitchen
cloths. Disposable gloves should be used when handling linen and dirty linen should be
placed in separate bags. Each hospitality sector & establishment will have their own
specific guidelines to follow.
Correctly following hygiene procedures requires a good understanding of the correct
methods of cleaning and sanitizing. It is important to provide employees with a regular
cleaning routine and make them aware of the standards to which the property needs to
be cleaned.
Cleaning involves scraping, rinsing, washing and rinsing again to removes all traces of
soap. Sanitizing involves sterilizing an area using antibacterial spray/wipes or
sanitizing product after cleaning.
Sanitizers are available from chemical suppliers. Bleach is the basis of most sanitizing
products. Heat is also a sanitizer when water or oven temperatures exceed 75C. In
commercial situations, dishwashers are set at specific temperatures to ensure utensils are
free from bacteria. The mechanical dishwashing process pre-rinses and washes at
between 66C and 71C for 60 seconds. Then items are rinsed at 82C for 10 seconds to
complete the process.
A sewage system may convey the wastewater by gravity to a sewage treatment plant.
Where pipeline excavation is difficult because of rock or there is limited topographic
relief (i.e., due to flat terrain), gravity collection systems may not be practical and the
sewage must be pumped through a pipeline to the treatment plant. In low-lying
communities, wastewater may be conveyed by vacuum. Pipelines range in size from
pipes of six inches (150 mm) in diameter to concrete-lined tunnels of up to thirty feet
(10 m) in diameter.
Community sewage can also be collected by an effluent sewer system, also known as a
STEP system (Septic Tank Effluent Pumping). At each home, a buried collection tank is
used to separate solids from the liquid effluent portion. Only the liquid portion is then
pumped through small diameter pipe (typically 1.5" to 4") to downstream treatment.
Because the waste stream is pressurized, the pipes can be laid just below the ground
surface along the land's contour.
Sewage can also be collected by low pressure pumps and vacuum systems. A low
pressure system uses a small grinder pump located at each point of connection, typically
a house or business. Vacuum sewer systems use differential atmospheric pressure to
move the liquid to a central vacuum station. Typically a vacuum sewer station can
service approximately 1,200 homes before it becomes more cost-effective to build
another station.
6.9 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.
UNIT- 7
INTER DEPARTMENTAL CO-OPERATION
CONTENTS
7.0 Objectives
7.1 Introduction
7.2. Front Office
7.3 Personnel
7.4 Purchase
7.5 Engineering
7.6 Laundry
7.7 Food & Beverage
7.8 Security
7.9 Stores
7.10 Lesson Summary
7.11 Key Words
7.12 Questions to Solve
7.13 References
7.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Various Departments with whom housekeeping coordinates with.
The aspects & procedures of coordination.
7.1 INTRODUCTION
In a hospitality Industry, each and every department needs coordination with the
Housekeeping Department as it should co-ordinate and ensure maximum co-operation
with other departments to provide high quality service. To be successful, a well planned
work schedule should be prepared so as to ensure minimum disruption to the guests
and work flow of other departments. The senior housekeeper is responsible for ensuring
this by supervising a group of staff or working closely with staff from other
departments.
Engineering
Laundry
Following department co-ordinates with house keeping:
Front Office
Personnel
Purchase
Engineering
Laundry
Food and beverage
Security
Stores
Co-ordination with front office is one of the critical features of house keeping operations.
As soon as there are guest departures the front office rings the house keeping desk and
reports the room numbers of room vacated so that house keeping can take them over to
clean and prepare for sale. Once the room is clean, the house keeping floor supervisor
rings the front office directly or through house desk and hand over the room to front
office for sale. Rooms received by house keeping for cleaning are called Departure
Room while cleaned rooms handed over to front office is Clear rooms.
7.3 PERSONNEL
House keeping co ordinates with personnel department for the recruitment of house
keeping staff, salary, administration, indiscipline, grievance procedures, identity cards
for staff, locker facilities, promotions and exit formalities.
7.4 PURCHASES
The purchase department procures out of stock items for house keeping such as guest
supplies kept in rooms, stationery, linen for various types, detergents etc.
7.5 ENGINEERING
One of the most important functions of house keeping is the maintenance aspect of the
hotel for the purpose of keeping furniture, fixtures and facilities in working order,
contemporary and safe for guest.
7.6 LAUNDRY
This is a department that can either enhance the quality of house keeping services. The
responsibility of laundry to house keeping is two fold:
To wash and dry clean linen and staff uniforms to a very high standard of
cleanliness.
To supply clean uniforms and linen to house keeping on time
The restaurant and banquets constantly require clean tablecloths, napkins etc. Their
staff as well as those in the kitchen requires clean uniforms.
7.8 SECURITY
The guest room is the most private place and a hotel goes to great lengths to ensure
guest privacy and security. A guest can take advantage of this privacy by gambling,
smuggling etc. House keeping has to be alert to these goings-on and seek the security
departments intervention if necessary.
7.9 STORES
Larger hotels have house keeping store that stocks house keeping linen and supplies
independently. Small hotels may store them in general stores except for linen which
should be issued to the house keeping department. The co-ordination with the stores
would ensure the availability of day-to-day requirements of house keeping.
7.13 REFERENCES
1. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
2. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion
Books.
3. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
4. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.
UNIT- 8
LINEN / UNIFORM ROOM
CONTENTS
8.0 Objectives
8.1 Introduction
8.2. Linen Room
8.3 Linen Room work
8.4 Uniform Room
8.5 Staff Uniform
8.6 Laundry In- house
8.7 Contract
8.7.1 Advantages of contract
8.7.2 Dissatisfaction of contract
8.8 Valet Service
8.9 Equipment
8.9.1 Flatwork Ironer / Roller Iron / Calendar
8.9.2 Press
8.9.3 Puffer or Suzie
8.9.4 Tunnel Dryer
8.9.5 Cabinet Dryer or Drying Room
8.10 Lesson Summary
8.11 Key Words
8.12Questions to Solve
8.13 References
8.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Linen room, activities of linen room, hours of operation,
Selection criteria for linen room,
Purchase of linen, linen cycle, control of linen, linen hire
Uniform and types of uniform used.
8.1 INTRODUCTION
In a commercial sense, the present day usage of the term linen includes all fabrics that
are used in the hospitality industry. Well laid out and stocked up linen room satisfies the
needs of the guests with comfortable and pleasing room furnishing.
In this lesson, we will be looking into various aspects of the linen room layout, inventory
maintenance and its functioning. Supply of various linen items to the guest rooms, their
retrieval after use, their laundering and their recycling will be presented in detail.
Detailed information relating to selection criteria for linen, various linen items that go
into bed spreads, blankets, pillow cases, upholstery, curtains, bath room accessories
including towels of various kinds and sizes will be presented, covering their purchase,
stock-up, supply and cleaning.
In this regard, involvement of the linen room in the operational logistics relating to the
management decision whether to invest to buy linen material or to rent it from outside
hiring agencies and the relative merits of these two systems have also been discussed.
Another responsibility of the linen room will be selection, procurement, stock-up,
distribution and laundering of uniforms of appropriate sizes and styles befitting the
employees of the establishment, details of operating procedures for uniforms are also
discussed in this lesson.
The amount of space to be allocated for storage depends on the size and type of
operation and the quantum of linen supplies. When designing the storage space for
linen it is necessary to consider the type of shelves required, the method of storage as
well as hygiene and safety factors.
8. Repairs and Alteration
Damaged items are mended by stitching or darning. Alteration of uniforms for correct
fit is usual. Condemned linen is converted into useful items called cut-downs /
makeovers.
9. Distribution to Various Departments
This is generally done on a clean-for-dirty basis. Some hotels use other systems of
exchange such as topping up or a fixed issue based on expected occupancy. In some
hotels specific timings are fixed for issue of linen.
10. Stock-taking and Records
Many records are entered on a day-to-day basis for the exchange of linen between the
linen room, laundry and floors / departments. Purchase records are essential and
records of condemned linen and makeovers are usually maintained. Periodical
stocktaking is carried out and the annual stocktaking is recorded in the stock register,
thereby providing the value of linen as an asset. Stock records also help generate
purchase orders for replacement of lost or condemned articles.
11. Security
It is important that the access to the linen room is restricted so as to prevent misuse and
pilferage and to guard against fire breakouts. Linen room is strictly a nonsmoking area.
individual uniforms, this is treated as personal laundry, and may be sent as individual
bundles to the laundry and returned a week later.
8.9 EQUIPMENT
Baskets or bags in which to pack soiled linen
A table as a working surface, of a color to contrast with the white linen
A trolley or floor basket on wheels to save labor
Steps to reach high shelves
Sewing machines for repairing and marking the linen
An electric iron and ironing board or table
A suitable table or desk, with drawers for the keeping of record books
A telephone
Chairs for those who may work seated
A brush and dustpan or mop sweeper or suction cleaner.
It will be seen that the principles of work study have been followed as far as possible.
For those articles that require a pressed finish there are many finishing equipment. Some
of the more frequently used equipment is listed below:
8.9.1 Flatwork Ironer / Roller Iron / Calendar:
Is used for flatwork i.e. items like sheets, pillowcases, tablecloths, serviettes, aprons,
saris, etc. The items are passed through heated rollers for ironing.
8.9.2 Press:
Press is used for fine pressing of Flat Linen like Table covers, Pillow covers, Napkins,
Kitchen linen, Staff uniforms. They are special presses to perform specific functions and
operation can be on electricity or steam.
8.9.3 Puffer or Suzie
For coats and articles that do not crease heavily. The articles are put onto a dummy that
is inflated with steam to remove creases and then with hot air to remove the moisture
created by the steam.
8.9.4 Tunnel Dryer
Clothes are hung on conveyor belts that pass through a tunnel. Hot air blowing in the
tunnel renders the articles completely dry by the time they exit. It is a fully automated
process that also transfers the linen to the next area of activity.
8.9.5 Cabinet Dryer or Drying Room
Is a chamber where low-crease garments are suspended on hangers and steam or hot air
is circulated through the cabinet.
UNIT- 9
STAIN REMOVAL
CONTENTS
9.0 Objectives
9.1 Introduction
9.2. Stain Removal
9.3. Stain Removal Agents
9.3.1 Acids
9.3.2 Alkalis
9.3.3 Bleaches
9.4 Stain removal from different surfaces
9.4.1 Polished wood
9.5 Points to remember
9.6 Lesson Summary
9.7 Key Words
9.8 Questions to Solve
9.9 References
9.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Agents used for stain removal,
Different Acids, alkalis used
stain removal from various surface.
9.1 INTRODUCTION
A stain is defined as a discoloration brought about by contact with a foreign substance
which is difficult to remove. Like first-aid in an accident, the treatment of stains requires
immediate action which includes blotting, grease absorbent, salt absorbent and often a
cold water rinse.
There are two major factors which are responsible for ensuring correct stain removal.
One is the stain removal agent and the other is the method of stain removal. It is
important to select the right stain removal agents which are friendly.
9.3.1 Acids
Acids include oxalic acid, potassium and oxalate (salts of lemon), and various rust
removers sold under trade names. (All these are poisonous). Fibers vary in their
susceptibility to damage by acids. Dilute acids can be used on most white fabrics but
many colored are affected by acids. It is always better to use a weak solution several
times than use a stronger solution at first.
9.3.2 Alkalis
Alkalis such as soda and borax, remove old and heavy vegetable stains, e.g. tea, coffee,
wine etc. from white linen or cotton fabrics. Animal fibers and dyes may be adversely
affected.
9.3.3 Bleaches
The process of changing a colored substance in to a colorless one is known as bleaching,
i.e. Bleaches whiten. Bleaches also weaken fibers so extreme care is needed in their use.
Bleaches are of two types:
Oxidizing reducing
E.g. sodium hypochlorite e.g. sodium hydrosulphite
Hydrogen peroxide, Sodium perborate
Specific stains
For the more usual stains on white and fast-colored fabrics; the following stain-removal
agents are suggested:
Ball-point ink: methylated spirit or carbon tetrachloride.
Blood- new: soak in cool or warm detergent solution, old: treat as iron mould.
Chewing gum: rub with ice-cube and scrape.
Dyes: bleach (not chlorine bleaches on animal fibers).
Grass: eucalyptus oil or glycerin, follow with spirit or washing.
Spills, slight heat and burn marks: rub with a rag moistened with a drop or two of liquid
metal polish or methylated spirit and then re-polish, or rub with a very fine abrasive,
e.g. cigarette ash or very fine steel wool and re-polish.
Scratch marks: if newly scratched cover with iodine, potassium permanganate solution
or shoe polish according to the color of the wood. If necessary remove polish first with a
mild abrasive.
Alcohol: (a) wipe up, rub with finger dipped in silver polish, linseed oil or cigarette ash.
Re-polish.
(b) Wipe up, put few drops of ammonia on damp cloth and rub. Immediately re-polish.
Wood with oil finish
Small burns and heat marks: rub with emery cloth or fine sandpaper, followed by boiled
linseed oil.
Marble, terrazzo
Ink: apply a poultice of sodium perborate, precipitated whiting and water. Leave it to
dry.
Rust: apply a poultice of sodium citrate crystals, glycerin, precipitated whiting and
water.
9.9 REFERENCES
1. Schneider Madelin, Tucker Georgina and Scoviak Mary, The Professional
Housekeeper, John Wiley & Sons Inc, New York.
2. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
3. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.
4. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion
Books.
UNIT-10
PEST CONTROL
CONTENTS
10.0 Objectives
10.1 Introduction
10.2. Pest control
10.3 Moths
10.4 Carpet beetles
10.5 Wood boring beetles
10.6 Rats & Mice
10.7 Wood Rot
10.7.1 Dry rot
10.7.2 Wet rot
10.8 Waste Disposal
10.9 Lesson Summary
10.10 Key Words
10.11 Questions to Solve
10.12 References
10.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
The various pests and
The controlling methods of pests.
10.1 INTRODUCTION
Pest is an organism which has characteristics that are regarded by human beings as
injurious or unwanted. It is so most often because pests cause serious damages and
substantial economic loss to the hotel properties and human health by carrying,
spreading and transmitting contagious and often fatal diseases.
No matter how clean one keeps ones surroundings, you cannot avoid the uninvited
guests the pests. It is not only embarrassing but also speaks badly of a hotel where
one sees rats, cockroaches, and lizards running around.
An animal such as rats and fleas can also be a dangerous pest when it carries germs
within human habitats and spreads it. Pest Control is another major job of the
Housekeeping Department.
control should begin with good housekeeping. It is important to know something about
the habits of the pests in order to take proper preventative measures and to select and
apply appropriate pest control products correctly. Using the wrong control product or
using the right product but in the wrong manner may result in unsatisfactory control.
Keep in mind that different pests may be found in different parts of the building, in
different seasons or in different years. Below a few common pests found in the hotels
and methods of their control are described.
10.3 MOTHS
Clothes and house moths are of a pale buff color and are seen flying mainly between
June and October. They are relatively small and rarely live for longer than a month.
The female lays its eggs (up to 200) in some dark, warm place on material which the
grubs (larvae) will later eat. The eggs hatch and the grubs immediately feed on the
material as they move about. When fully grown they crawl into sheltered places, spin a
cocoon round themselves become a chrysalis (pupa) and later emerge as moths to start
another life cycle. The entire life cycle (egg-grub-chrysalis-moth) varies from one month
or two years depending on the food available, temperature and humidity).
Thus it follows that the articles which most need protection from damage by moth are:
Blankets, bedding and quilts (not man-made fibers);
Carpets and under felts;
Upholstered furniture and curtains;
Stuffed animals and birds, i.e. Fur and feathers.
The adult beetle feeds on pollen and nectar of flowers but lays its eggs in old birds
nests, fabrics and accumulated fluff in buildings. It is the larvae which hatch from these
eggs that do the damage by feeding on feathers, fur, hair or wool and articles made from
these substances. They tend to wander along pipes from the roof to storage cupboards
and under floorboards to carpets and under felts.
the wood, and this tunneling causes weakening of the wood and may take from 2-3
years.
Eventually the grub matures, bores towards the surface of the wood and changes into a
pupa. From this pupa emerges the beetle, which bites its way into the open air through
an exit hole which is about 0.15 cm. in size. The beetles have a very short life (probably
2-3 weeks) during which time they move around by walking or occasionally flying,
mating takes place and eggs are laid, often in the old exit holes.
Head lice, which live in the hair of the head, are probably the most common of all lice.
They cause intense irritation and suck blood; the eggs, nits which are very numerous,
are stuck firmly on to the hairs and cannot be removed by brushing.
Bedbugs may be secreted in second-hand furniture, bedding and books and under the
wooden lathes of trunks, when luggage has been lying in the holds of ships or in trains,
and thus may find their way into any establishment.
Silverfish are wingless insects, silvery grey in color and about 1 cm long. The young
closely resemble the adults and both are rounded in front and tapered towards the rear.
Silverfish require a moist place in which to live and are found in basements, and around
pips, drains, sinks, etc. they leave their hiding places n search of food of a cellulose
nature.
Cockroaches are more likely to be found in the kitchen and restaurant/dining room
areas than in the accommodation area, although cockroaches do not necessarily require
human food, and will feed on whitewash, hair and books if no other food is available.
to find the reason for the dampness of the wood, and the following are some of the more
common causes:
Slightly leaky joints behind the bath panels or any faulty plumbing keeping the
floorboards damp; not drying out wet boards under a floor covering such as linoleum:
No damp proof course; Ineffective damp proof course through the piling up of earth,
coal, sand, etc. against the outside wall; broken damp proof course.
The contents of the waste paper bins should be collected in paper or plastic sacks, while
those of the ashtrays should be collected separately in bins because of the fire risk. Later
both types of waste will be taken to the main waste collection areas outside the building.
Rubbish chutes for dry waste and waste disposal units for food waste are found in some
establishments.
Liquid waste from sinks, baths, lavatory basin, WC pans etc. is taken by a system of
pipes into the house drain and so to the sewer. After emptying a sink full of dirty water
sufficient clean water should be run so that the trap below the sink contains clean water.
Kitchen waste consists of various materials and in large establishments bones, fat,
articles made of glass etc. are often kept separate from ordinary food waste and are
sometimes sold. Food waste may also be sold for pig food.
UNIT - 11
INTERIOR DECORATION & FLOWER ARRANGEMENTS
CONTENTS
11.0 Objectives
11.1 Introduction
11.2. Floral Art
11.3 Principles
11.3.1 Proportion
11.3.2 Balance, Rhythm
11.3.3 General rules, Themes
11.4 Interior Decoration & Landscaping
11.5 The Design Team
11.6 Elements of Interior Design
11.7 Components of Design
11.8 Lesson Summary
11.9 Key Words
11.10 Questions to Solve
11.11 References
11.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Regarding the Principles, Proportion, Balance, Rhythm of Floral art.
And, also regarding design team, design components & Interior Dcor.
11.1 INTRODUCTION
A designers aim is to make the realities of a designed space express, in an appropriate
way, a set of ideas that he/she wishes to communicate. Form, materials, furnishings and
accessories are some of the items the designer uses to achieve this goal. Basic design
begins with the study of individual elements that go together to form a total look. These
individual elements include line, form, color and texture. These elements have physical
and psychological characteristics that are essential in creating effect. They will also guide
you in placing your furniture and in selecting color schemes for the interior space. We
have to put all these basic elements together to decorate and
achieve aesthetic properties. We can also achieve other effects that
we might want in each interior depending on how we put these
basic elements together.
1. Proportion or scale
2. Balance
3. Dominance or emphasis
4. Rhythm
5. Transition
6. Repetition
7. Variation
8. Contrast
11.3.1 PROPORTION
This relates to the height of plant material, size of container, its shape, size of room, wall
or table or other interior dcor.
Movement
Direction
Line
Mass
Texture
Color
Flower
* Rhythm: It is related with movement in respect of line, form, pattern or color. The eye
should move smoothly and freely without any distraction.
* Variety and contrast: These aspects especially in relation shape, texture, color and
foliage impart interest and strength to the design.
* Themes:
Interior designers enhance the function, safety, and quality of interior spaces of private
homes, public buildings, and business or institutional facilities, such as offices,
restaurants, retail establishments, hospitals, hotels, and theaters. They also plan the
interiors of existing structures that are undergoing renovation or expansion. Most
interior designers specialize. For example, some may concentrate on residential design,
while others focus on business design. Still others may
specialize further by focusing on particular rooms, such as
kitchens or baths.
One key concern when creating a design is the homeowners willingness for
maintenance. It would be senseless to create a formal English garden for someone who
can barely keep the grass cut. The design needs to suite the homeowner and their
desires. This is a practical consideration and one that only the homeowner can answer.
Be truthful in deciding how much maintenance you are willing to put in and design
accordingly.
A great landscape design should match the exterior of your home. If you have southern
styled architecture, maybe stick to something that will suite. If you have a home that is
reminiscent of a cottage or farm house, a cottage style garden with wildflowers and less
cohesion would suite this style. Do a little bit of research into different
values with regard to room sizes, amenities and prices. To attract a certain market, a
propertys design must reflect these preferences and values. The responsibility for
design generally rests with a design team.
A design team is typically made up of not only actual designers but also the project
architect, appropriate staff members, representatives of the owners, and sometimes
the owners themselves. Owners provide guidelines on the target markets, what the
company is prepared to offer in terms of services and amenities and how much the
company has available to spend for setup. These guidelines more than anything
else determine what the design team develops as its unifying ingredient the theme.
Theme ideas might be based on the region where the hotel is located, on an image
the hotel owners wish to convey, or on a novelty in the dining area that is extended
throughout the hotel.
UNIT-12
SAFETY PROCEDURE AND PRECAUTIONS
CONTENTS
12.0 Objectives
12.1 Introduction
12.2. Health & Safety- Fire & Personal Injury
12.3 Cuts & Burns
12.4 Accidents
12.5 Fire Emergency
12.6 Lesson Summary
12.7 Key Words
12.8 Questions to Solve
12.9 References
12.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
should be aware of Health & Safety
Precaution for, Fire & safety, cuts & burns, accidents,
12.1 INTRODUCTION
When we take the same hotel as example, it is management's duty to ensure "safety" in
several areas, such as:
The structure itself
Installations and fixtures (check electrical, plumbing, air-conditioning and other
installations)
Public and work areas (e.g. slippery floors, hazardous obstacles in traffic areas),
safety of furniture, equipment, appliances, and utensils.
This is followed by:
Health safety (nontoxic cleaning material and detergents used)
Good quality air (what we breathe, dependent upon the type of equipment,
installations and fixtures used, and regular repairs and maintenance)
Food safety (a whole world in itself including sanitation, food quality, food
spoilage, correct handling procedures, allowable and recommended
temperatures, etc.), and checking and control procedures
12.2 HEALTH & SAFETY
These are hazards in any establishment and their prevention is of tremendous
importance. While the management is ultimately responsible for the prevention of
accidents, the housekeeper, along with other department heads, should endeavor to see
that her staffs are safety conscious.
Therefore the housekeeper has a great responsibility for making sure that her staff is
aware of the common causes of accidents and of the necessary precautions to be taken to
comply with the 1974 Health and Safety at Work etc. Act.
12.4 ACCIDENTS
Any accident at work, either to guest or staff, should be reported immediately to
management or the Health and Safety Officer. It is a legal requirement under the Health
and Safety at Work etc. Act 1974 that a record is kept of all accidents; this is particularly
important because of the Industrial Injuries Act whereby staff may be entitled to claim
compensation.
The accident book and report form should be completed at the time of the accident or as
soon after as possible by the injured person or his supervisor. It should state:
Prevention of accidents
Unless precautions are taken accidents may easily occur and the housekeeper should
therefore see that her staff are made aware of the problems and are instructed in the:
Use of correct working methods;
Need for tidiness in their work;
Need for storing things in their right places;
Dangers of floor surfaces being left wet, over polished, etc.;
Necessity of reporting surface and articles in need of repair or replacement;
Advisability of wearing suitable shoes, and clothes which are not constricting;
Need for warning signs on wet floors;
Need for hazard spotting.
Prevention of fire
As in the prevention of personal injury every precaution possible should be
taken against fire.
Extinguishers
Soda acid (water)red - used for wood, paper, fabrics etc.
Powder blue - used for all risks, flammable liquids and gases
Foam cream - used for flammable liquids, oils, fats etc.
BCF (halon) green - used for electrical and flammable liquids
CO2black - used for electrical and flammable liquids
Fire blankets used for smothering fires.
12.9 REFERENCES
1. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion
Books.
2. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
3. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
4. Joan C. & Lennox, Margaret Branson, Hotel Housekeeping Principles and Practice,
Edward Arnold, London.
UNIT- 13
TEXTILES AND TYPES OF FIBERS
CONTENTS
14.0 Objectives
14.1 Introduction
14.2 Types of Textiles
14.3 Type of Fibers
14.4 Carpets
14.5 Carpet problem
14.6 Lesson Summary
14.7 Key Words
14.8 Questions to Solve
14.9 References
14.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
various types of textiles & fibers used in carpets
Carpet problems & its remedies.
14.1 INTRODUCTION
The certainty of the origin of the carpets would always continue to be shrouded in
mystery. However, it is definitely out of the debate that woven forms of floor coverings
were present during the Neolithic Age (7000BC).
The very mysteries of how the carpet actually came into existence would always remain
the same in the absence of the documentary evidence. However, according to Enza
Milanesi The Little Brown Guide to Carpets there are two theories to ponder upon.
The first theory says that the carpets were invented to serve the practical purpose of the
rough nomadic populations. They were thickly knotted to protect the people from
adverse climatic conditions. This also served the purpose of them not to give up their
valuable animals for their hides. Therefore, it also fulfilled their original intention of no
direct contact with the ground.
It is believed that such carpets came as rudimentary forms of floor coverings what we
see today. Evolved since the early times, the previous forms of the decorated tents of the
nomadic lifestyle were specimens, uniquely colored and decorated with the particular
sorts of pattern and established beautification styles. In addition, they wove on the
vertical loom that could be dismantled and transported easily.
14.2 TYPES OF TEXTILES
Carpet can be made from many single or blended natural and synthetic fibers. Fibers are
chosen for durability, appearance, ease of manufacture, and cost. In terms of scale of
Nylon
Nylon is the most common material for construction of carpets. Both nylon 6 and nylon
6-6 are used. Nylon can be dyed topically or dyed in a molten state (solution dying).
Nylon can be printed easily and has excellent wear characteristics. In carpets Nylon
tends to stain easily because it possesses dye sites on the fiber. These dye sites need to be
filled in order to give Nylon any type of stain resistance. As nylon is petroleum-based it
varies in price with the price of oil.
Polypropylene
Wool has excellent durability, can be dyed easily and is fairly abundant. When blended
with synthetic fibers such as nylon the durability of wool is increased. Blended wool
yarns are extensively used in production of modern carpet, with the most common
blend being 80% wool to 20% synthetic fiber, giving rise to the term "80/20". Wool is
relatively expensive and consequently a small portion of the market.
Polyester
hydrophobic, and, unlike nylon, does not have dye sites. Color is infused in a molten
state (solution dyeing). Polyester has the disadvantage that it tends to crush or mat
down easily. It is typically used in mid- to low-priced carpeting.
Acrylic
Acrylic is a synthetic material first created by the DuPont Corporation in 1941 but has
gone through various changes since it was first introduced. In the past Acrylic used to
fuzz or pill easily, this happened when the fibers degraded over time and short strands
broke away with contact or friction. Over the years Acrylics have been developed to ease
some of these problems although the issues have not been completely removed. Acrylic
is fairly difficult to dye but is colorfast, washable and has the feel and appearance of
wool making it an ideal rug fabric.
Now days new kinds of floor covering, cleaning solutions and maintenance equipments
appeared on the market. Executive house keeper must keep up with these advances to
develop effective cleaning procedure and keep effective, cleaning procedures and make
recommendation about purchasing equipment or contracting carpet or floor cleaning
services before getting in to the topic let us know about the type of carpets.
1. Tufted Carpet
This is a carpet constructed with either bulk continuous filaments fibers or staple
fibers.
a. Bulk continuous filament fibbers
This is one continuous strand or carpet. In this type of carpets the needles on a
large machine pull the face fibers through the carpets backing to form loops. These
loops may be long short or cut in various lengths to give a pattern to the finished
carpet.
b. Stapled fibers
These are short 7-10 inches are twisted together to form long strands. These
staple fibers are available in wool and other natural fibers.
14.4 CARPETS
1. Woven carpets
These carpets are available only in narrow width strip that are attached together.
They can be categorized as a better carpet if properly installed and maintained.
2. Nylon carpets
The 80% of these types of carpets are manufactured in United States. It holds it
shape and color well, cleans easily and cast much less than wool. If it is
maintained properly, it promotes less bacterial growth.
3. Wool carpet
The people who buy and sell carpet agree that wool is good looking durable and
easily cleaned. But it is very expensive. The carpets are well suited for lodging
properties because the indentation caused by furniture legs, etc. can be removed
easily by application of moisture and low heat. It is easily to be cleaned.
This is a general term for a no. of problems caused in the carpets. This occurs
when the carpet receives heavy foot or equipment traffic. This is due to improper
cleaning.
Pile distortion is hard, to remedy this can be reduced by preventing runners, and
furniture glides, crushing.
2. Shading
This is caused when the carpet is brushed in two different directions so that dark
and light areas appear.
3. Fading
Every carpet will fade with time. Premature fading may occur if the carpet is
improperly cleaned. Improper cleaning and spot removal can do more damage.
4. Wicking
It is also known as browning. It occurs when the backing of the carpet becomes
wet and the face yarns draw the moisture and colour of the backing to the surface
of the carpet. It can be prevented by promptly attending to spills and by following
proper cleaning procedure.
Using vinegar or synthetic citric acid solution can prevent browning.
5. Mildew
This forms when moisture allows mold in to the carpets to grow. It causes
staining, odor and rotting.
6. Shedding
Short pieces of fibers are often trapped in the carpet when it is manufactured. As
the new carpet is marked pieces work themselves to the surface of the carpet and
can make a new carpet look. Shedding will eventually stop. In the meantime
frequent vacuuming will prevent the carpet from looking littered. This will help to
remove the pilling or by gently cutting lose fibers from the carpets with scissors.
The term "carpet" comes from Old Italian carpita, "carpire" meaning to pluck. The term
"carpet" is often used interchangeably with the term "rug." Some define a carpet as
stretching from wall to wall. Another definition treats rugs as of lower quality or of
smaller size, with carpets quite often having finished ends.
Historically the word was also used for table and wall coverings, as carpets were not
commonly used on the floor in European interiors until the 18th century, with the
opening of trade routes between Persia and Western Europe.
14.9 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.
UNIT- 14
BED-MAKING
CONTENTS
14.0 Objectives
14.1 Introduction
14.2 Bed Making Procedure
14.3 Types of Service
14.3.1 Morning Service
14.3.2 Second Service
14.3.3 Evening Service
14.4 Types of bed
14.5 Standard sizes of bed
14.5.1 US sizes
14.5.2 UK sizes
14.5.3 European sizes
14.6 Lesson Summary
14.7 Key Words
14.8 Questions to Solve
14.9 References
14.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Bed, types and sizes of bed
Procedure for bed making.
14.1 INTRODUCTION
A guest turns up to a hotel for a comfortable stay. He spends a considerable time in the
bed. Some guests will spend most of their day in bed. Other guest may just use in the
night time alone. A clean, wrinkle-free bed is important for all guests. It is the duty of
Housekeeping Department to keep the guest bed neat and clean.
In this lesson, details are provided covering various types of beds, universal bed sizes
and common standards of bed sizes prevalent in different countries. Further, procedure
for making a guest bed is explained in detail.
hotel environment.
Procedure for Making a Bed
1. Remove soiled sheets and pillow cases and shake out individually. Check linens for
dentures, hearing aids, jewelry, glasses, face tissues, or anything else belonging to the
guest before stripping the bed.
2. Turn the mattress side-to-side on succeeding days followed by end-to-end turning.
Smooth out the mattress to air it out.
3. Shake out the mattress protector and relay it on the mattress. Change the protector
that is soiled or smelling.
4. Open out the fresh lower sheet evenly and tuck it securely at the head, foot and the
sides.
5. Open out fresh top sheet and distribute it evenly over the lower bed sheet. Ensure that
the laundry creases are in the same line as the inner sheet for even distribution. The
sheet then should be evenly pulled up to the headboard. Tuck this sheet at the foot.
6. Open out the blanket and place it evenly on the top sheet using the crease as described
earlier for even distribution. Ensure that the blanket labels are at the foot.
Pull the blanket 4 inches from the headboard.
7. Fold the top sheet, at the head of the bed over the blanket and fold the sheet and
blanket once again.
8. The blanket and the top sheet are together tucked uniformly on both sides while the
comers at the foot of the bed are neatly mitered.
9. Cover pillows with fresh pillow slips. Fluff the pillow and even out pillow slips to
look neat and tidy. Since pillow slips are larger than the pillow the excess slip should be
neatly folded downwards. The side of the pillow which has the fold should be away
from guest view. .
10. Cover completed bed with the bed spread / bed cover ensuring that it is right side
up and is falling evenly all around the bed. Keep extra bed spread toward the
headboard to crease in between the pillows so as to make the bed look appealing. The
bed spread corners should be aesthetically done. Put spare blankets in the upper most
shelf of the wardrobe in case required by the guest. Blankets are folded in such a manner
that the hotel logo appears on the top.
Have a last look at the room referring to the checklist for completion of work
11. A vibrating bed is typically a coin-operated novelty found in a vintage motel. For a
fee, the mattress vibrates for duration of time. This is supposed to counter body ache
and relax.
12. A waterbed is a bed / mattress combination where the mattress is filled with water.
14.9 REFERENCES
1. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
2. Joan C. & Lennox, Margaret Branson, Hotel Housekeeping Principles and Practice,
Edward Arnold, London.
3. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.
4. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion
Books.
UNIT-15
TYPES OF BUDGETS
CONTENTS
15.0 Objectives
15.1 Introduction
15.2 What is Budget?
15.3 Capital Budget
15.4 Operational Budget
15.5 Lesson Summary
15.6 Key Words
15.7 Questions to Solve
15.8 References
15.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Regarding, Budgeting in Hotel Housekeeping.
should understand the aspects of Capital Budget & Operational Budget
15.1 INTRODUCTION
Budgeting set-up depends on the function of the hotel or facility. A hotel or facility can
be smaller or larger scale operated. The larger they are the more complex it gets.
In a smaller scale hotel or facility usually there is Front Office, Housekeeping and
Maintenance and the expenses are controlled mainly by the Owner through the General
Manager. They were the key decision maker in preparing the yearly budget with the
assistance of an accountant or accounting firm. The budgeted amount needed to operate
for the whole year is based on the expenses incurred on the previous years and other
related occasions that will affect the preparation of budget for the coming year.
There are three broad areas to be considered when preparing the budget:
wages and salaries;
operating costs (supplies, services etc.)
The housekeeper should realize that changes may occur in such external factors as the
labor market, the commodity market and in legislation, and these may all have a bearing
on her estimation of the expenditure of the department over the next financial year.
servicing of a room;
cleaning of a particular area;
servicing of early morning teas;
night service, i.e. turning down;
overtime compared with extra staff;
hiring compared with owning linen, equipment etc;
checking of linen;
using non-iron linen with or without laundry on premises;
office supplies, handwritten versus duplicated versus printed lists;
re-upholstering versus purchasing new;
use of contracts;
bulk buying.
15.8 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.
UNIT 16
MAINTENANCE
CONTENTS
16.0 Objectives
16.1 Introduction
16.2 Maintenance Department
16.2.1 Electrical work
16.2.2 Boiler work
16.2.3 Mechanical work
16.2.4 Plumbing work
16.2.5 Civil work
16.2.6 Carpentry work
16.3 Staff Organization: Inventory
16.3.1 Chief Engineer
16.3.2 Maintenance Assistants
16.4 Lesson Summary
16.5 Key Words
16.6Questions to Solve
16.7 References
16.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Various works of a maintenance department.
Inventory of Staff Organization
16.1INTRODUCTION
This very department maintains the property's structure and grounds as well as
electrical and mechanical equipment. Some hotels might have this very division under
different names, such as maintenance division, property operation and maintenance
department
telephone and these requests are usually dealt with promptly if the rapport between the
two departments is good.
16.2.1 Electrical work Air conditioning and heating, fused bulbs, lights and lamps that
are not functioning, defective plugs and plug points, short circuits and faulty geysers,
refrigerator and mini bars fall under this category.
16.2.2 Boiler work This is necessary to maintain a supply of hot water to guestrooms.
16.2.3 Mechanical work This entails repair or replacement of any faulty equipment,
such as vacuum cleaners, ice-cube machine and so on.
16.2.4 Plumbing work This deal with faulty faucets, showers, drainage systems, water
closets and so on.
16.2.5 Civil work Any masonry work comes under this head.
16.2.6 Carpentry work Broken or shaky furniture mirrors, and cupboards in less than
peak condition and fresh woodwork are all part of this.
To look at it another way, in terms of frequency, urgency and complexity of the job,
there are three levels of maintenance work:
In smaller hotels the chief engineer may take a very hands-on role in the
maintenance effort. Tins could involve actually performing maintenance and repair
tasks. In larger hotels with larger staffs, the chief engineer serves a more administrative
role that consists of planning work, organizing staff, directing employee efforts, and
controlling the maintenance budget. Regardless of a hotel's size, the chief engineer must
be well organized, pay great attention to detail, and be a cooperative member of the
management team.
Engineering
Mechanics
Plumbing
Electricity
Carpentry
Landscaping
Grounds maintenance
The needs of a specific hotel will dictate the actual skill, makeup, and number of
E&M staff required. It is difficult to find one person skilled in all of the technical E&M
areas encountered in a hotel. When the skills or manpower needs of an E&M
department exceed the capabilities of the in-house staff, the chief engineer and the G.M.
must decide to outsource work. The ability to effectively determine which tasks are best
performed by in-house E&M staff versus being contracted to outside help is the real
mark of an excellent chief engineer.
16.7 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.