Housekeeping

Department Housekeeping

At the moment that guests walk into the hotel and are impressed, then enter their bedrooms and think “Wow, this looks wonderful”.
Freshly laundered linen, fluffy towels, and a welcoming atmosphere, it’s all about creating a big impression and exceeding expectations.
The department manager is responsible for the management and operation of the housekeeping department.

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Because accommodating guests in perfectly cleaned rooms is a top priority for all profitable hotels, this is a position and duty of importance.

In a large hotel, the Executive Housekeeper will report to the Room Division Manager.

In other cases, the department manager will report to the General Manager.

Floor Finishes

Floors are both functional and decorative and play an important part in the cleaning and maintenance program of any hotel. They cover a large area and are subject to a great deal of wear and tear. Clean and well-kept floors indicate the standard of cleanliness throughout the establishment. Only in rare cases is the type of flooring chosen solely for luxury.

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Common considerations while choosing a flooring are:

  • Appearance – color, design, cold, warm
  • Resistance to spills – water, grease, food, acid, etc.
  • Ease of cleaning in relation to the type and amount of soiling
  • Sound and heat insulation
  • Nature and condition of subfloor.

Hard floors are usually sealed to give a non-absorbent, semi-permanent gloss or finish which will wear off in time. A seal is applied on a clean and dry floor. Before re-sealing any remaining seal has to be stripped off. This is done with a chemical stripper, except in the case of wood and cork where sanding is done.

In order to preserve the seal, the polish should be applied to sealed flooring. Polishes are usually spirit or water-based. Spirit-based floor polishes may be paste or liquid and require buffing when dry to produce a shine. Water-based polishes are liquid and dry after application to give a shiny surface.

SUBFLOORS

            In large modern buildings, the subfloor is often made of concrete, but in older and smaller buildings it consists of soft wooden boards, nailed to wooden joints.

HARD FINISHES

Granolithic

Granolithic is a hard floor finish of graded granite chips set in cement. It is used for basement corridors, storerooms, stairways, and laundry. It is usually laid in tile form.

Terrazzo

This is also a hard floor finish, consisting of a mixture of marble and other decorative chipping set in fine cement that can be colored. Marble is a rock (limestone) mainly found in Italy, and maybe white, black, green, or brown. When used as flooring it is laid in slabs. Marble is very expensive; terrazzo being only chips of marble is much cheaper. To prevent slipperiness self-polishing emulsions are applied. Terrazzo is used in foyers, cloakrooms, and kitchens.

Advantages of granolithic and terrazzo floorings: 

  1. Removable pre-cast slabs can be made to cover service pipes for ease of maintenance.
  2. Coven edges facilitate cleaning.
  3. Not affected by water and may have a drain incorporated.
  4. Very durable.
  5. They are vermin-proof, impervious to dry rot, and fire resistant.
  6. Cleaning is relatively easy
  7. The initial cost of granolithic is lower than terrazzo.

Disadvantages: 

  1. Hard and noisy
  2. Cold in appearance
  3. Terrazzo is slippery when wet.
  4. Cracks may appear.
  5. Granolithic will chip, especially on stairs. In terrazzo, marble chipping may become loose.
  6. Acids and strong alkalis adversely affect terrazzo.

Care And Cleaning: 

  1. Clean regularly
  2. Avoid strong alkalis on terrazzo.
  3. Attend to cracks and loose chipping immediately.
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Terrazzo

Magnesite

Magnesite flooring consists of the wood floor and other fillers mixed with burnt magnesite and laid in site (on the spot) or in form of small blocks. This finish is extremely porous and washing should be avoided as much as possible. It may be sealed and /or polished to prevent the penetration of water and dirt, but then it becomes very slippery.

Advantages: 

  1. Moderately warm
  2. Good appearance
  3. Cleaning is relatively easy
  4. The initial cost is low

Disadvantages: 

  1. Hard and rather noisy
  2. Little choice of colour
  3. Becomes slippery when polished
  4. Easily harmed by water, acids, alkalis, and abrasives.

Care And Cleaning: 

  1. Clean regularly
  2. Avoid frequent washing
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Magnesite Floor

Bitumastic

This is a type of asphalt rolled onto a solid subfloor, in a hot plastic state. Conventionally found in black, red, or brown colours only, it may have other colours rolled in, or the surface may be painted. It is used mainly in bathrooms to protect the floor from dampness.

Advantages: 

  1. Coven edges facilitate cleaning
  2. Not affected by water and may have a drain incorporated.
  3. Very durable.
  4. It is vermin-proof and impervious to dry rot.
  5. The initial cost is low.
  6. Non-slippery.

Disadvantages: 

  1. Poor appearance
  2. Dents with heavyweight
  3. Softens to heat
  4. Harmed by spirits, oils, and acids.

Care And Cleaning: 

  1. Clean regularly
  2. Use special floor paint to restore colour whenever necessary.
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Bitumastic floor

Ceramic Tiles

Ceramics are clayware and its floor tiles are available in a variety of qualities, colour, and sizes. Tiles with a particularly hard glaze are used as more decorative floorings. A wide range of colours is available to harmonize with wall tiles. Tessellated tiles are small ceramic tiles often used as mosaic, giving highly decorative floor.

Advantages: 

  1. Removable pre-cast slabs can be made to cover service pipes for ease of maintenance.
  2. Coven edges facilitate cleaning.
  3. They are not affected by water and may have a drain incorporated.
  4. Available in many qualities, colours, and sizes.
  5. Ridged and abrasive surfaced tiles can be used for a less slippery floor.
  6. Very durable. One loose tile may be replaced or reset.
  7. Not affected by acids, alkalis, or grease.
  8. They are vermin-proof, impervious to dry rot, and fire resistant.
  9. Cleaning is very easy.

Disadvantages: 

  1. Hard and noisy
  2. Cold in appearance
  3. Slippery when wet or greasy.
  4. Under heavyweight, they crack or break easily
  5. Marks are difficult to remove
  6. The initial cost is average.

Care and cleaning: 

  1. Clean regularly
  2. Attend to loose and broken tiles.
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Ceramic Tiles floor

Wood

Wood finishes of good quality are among the most beautiful flooring, provided the variety of wood and size of the unit are chosen for effect. As floorings are to be laid bare and are subject to tremendous wear and tear, only hardwood must be used.

Strip Wood Flooring

A strip wood flooring consists of lengths of narrow strips (under 4” wide) of hardwood of good appearance. E.g. Maple. The boards are fixed to joists or to timber insets in concrete. This construction together with the length of strips gives the floor its resilience properties and makes it suitable for dance floors. A sprung floor has springs under the joists to increase resilience.

Wood Block Flooring

A woodblock flooring consists of rectangular blocks (e.g. 9”x3” or 12”x2”) laid with an adhesive on a level concrete base. Blocks are generally laid to form a pattern. The wood used is generally oak, teak, jarrah, miss and, etc. When used in linen rooms, storerooms, or staff halls, it is chosen for its durability and insulation rather than for its appearance.

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Wood floor

Parquet Flooring

In appearance, parquet flooring resembles wood block flooring. It also consists of rectangular pieces of wood but the blocks are much thinner (less than 3/8” in thickness) and are pinned and glued to a wooden subfloor, often in a herringbone pattern. It is used in foyers and lounges in conjunction with rugs. Cheaper parquet flooring may only have a veneer of good quality wood on the surface and thus form a much less hardwearing surface.

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Parquet Flooring

Wood Mosaics

Wood mosaics are generally made up of panels (18”sq formed of four ½” squares in basket pattern). It is backed with felt or aluminum. It is laid directly on concrete with an adhesive or as an overlay on an existing floor.

Advantages: 

  1. Available in varying colors and grains
  2. Give a good appearance when used in strips or parquet.
  3. Hardwearing and does not require frequent repairs.
  4. The surface can be sanded and fresh surface exposed.
  5. Very good as a heat insulator.

Disadvantages: 

  1. Noisy
  2. Inflammable and susceptible to dry rot.
  3. Splinters if a heavy item is dragged on it
  4. If not sealed, they are absorbent and cleaning can become laborious and expensive
  5. The initial cost is high

Care And Cleaning: 

  1. Clean regularly and polish with wax polish.
  2. Attend to loose blocks and splinters.
  3. Resurface by sanding when necessary
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Wood Mosaics Floor

SEMI-HARD FINISHES

Thermoplastic floor finish

Thermoplastic floor tiles are made from a variety of  asphalt binders with inert fillers and pigments. The tiles are usually 9”square, and are laid on a clean, smooth, rigid surface, set as closely together as possible with the help of an adhesive. They are laid in a warm pliable state (thermoplastic) but harden on cooling and may be carried up to the wall to form a small coven skirting. They are polished with water-based polish and are used in bathrooms, cloakrooms, corridors, offices, etc.

Advantages: 

  1. Available in a variety of colors.
  2. Very durable.
  3. Easy cleaning.

Disadvantages: 

  1. Hard and hence noisy.
  2. Cold in appearance.
  3. Slippery when wet.
  4. Easily harmed by spirits, grease, and coarse abrasives.
  5. Dent with heavyweights and soften with heat.
  6. Scratches occur with grit and sharp edges.
  7. Gets badly marked, especially with rubber heels.

Care And Cleaning: 

  1. Clean regularly.
  2. Use water-based polish, not spirit-based ones.
  3. Replace loose or broken tiles as soon as possible.
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Thermoplastic Floor

Vinyl

They are available in two main types.

Vinyl asbestos, which is obtained only in tile form, is slightly flexible and is manufactured from PVC or similar synthetic resins, inert fillers including short fiber asbestos, and pigments. It is available in a wide range of colours and the tiles can be stuck to a solid subfloor with a suitable adhesive.

A flexible form is based on PVC or similar synthetic resins, inert fillers, pigments, and plasticizers. It is available in tiles, or sheet form when it is sometimes mounted on canvas or other suitable backing material. There is coven skirting available and the sheet material can be used as a protective skirting.

Both types may be used in bathrooms, cloakrooms, canteens, offices, etc.

Advantages: 

  1. Relatively non-slip.
  2. Have great resistance to wear and tear, especially the flexible type.
  3. Generally grease and oil resistant.
  4. Resistant to acids and alkalis.
  5. More resistant to point load than thermoplastic tiles.
  6. Not easily scratched.
  7. Can be easily washed and polished.
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FLOOR CARE AND CLEANING AGENTS

Type

Cleaning agent

Polishes

Caution

Daily maintenance

Periodic care

Epoxy, heavy-duty

Damp mopping

Not required

 

Sweep and dampen or scrub

Does not require sealing

Cement or concrete

Detergents or neutral soap

Not required

 

Damp-mop

Scrub on a regular basis

Wood

Liquid solvent

Solvent-based wax or polish

Avoid water

Dust mop, heavy powered machine buff, damp mop only if necessary

Buff with number 0 steel wool or rebuff with nylon pad spot. Clean with dilute detergent

Terrazzo

Non-alkaline synthetic detergent

Can be waxed, avoid build-up

Avoid alkaline or acid cleaner. Soap will not stain

Sweep or dust mop. Use non-oily compound

Buff with synthetic or fiber(not steel wool). If worn grind down and reseal

Cork

Soap or detergent (after sealing)

 

Avoid excess water

  

Vinyl asbestos

Soap or detergent

Emulsions or resinous or polymeric

Avoid abrasives

Dry mop with non-oily mop or sweep, damp mop with dilute syndet

Buff to remove marks, strip to remove buildup(1-6times/yr), keep sufficient wax on the floor

Asphalt

Dilute solutions of neutral or synthetic detergent

Buffable polish

Avoid heat and cold

Sweep and dry mop, damp mop with a dilute, neutral cleaner, buff to remove marks

Touch up with water-based polish. Strip, rinse, and polish as in the new installation

Rubber

Synthetic detergent

Wax with polymer type water emulsion

Consult manufacturer, avoid grease and oil

Sweep or dry mop with a treated mop that leaves no oil. Damp-mop with dilute syndet

Spot clean at heavy traffic, use safe-for-rubber de-waxed and repeat initial care

Quarry tile and ceramic

syndet

Water emulsion polish or wax with non-slip

Avoid abrasives

Sweep or dust mop, damp mop

 

Linoleum

Neutral soap or syndet

Water emulsion and solvent-based wax

Avoid excess water and wax in seams. Avoid ammonia, alkaline, and acid cleaners

Sweep with chemically treated non-oily mops, damp mop

Scrub lightly and repeat initial care. Do not remove polish. Apply polymeric coating. Strip 1 or 2 times in a yr.

Marble or brick slate

neutral

Wax or polymer

Stains, avoid excess water

Damp-mop

Polish by buffing if sealed.

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Floor Caring
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List of Guest room supplies

Housekeeping supplies and amenities for Guest includes all the items that are conducive to the guest material comfort and convenience.

The guest supply includes all items that are conducive to the guest’s material comfort and convenience. The supplies or amenities are subdivided into 1) Guest amenities, 2) Essentials, 3) Expendables and 4) Loan items.

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supplies placed in the guest room

Behind the Main Door:

  • A detailed fire exit plan map is affixed behind the door of all guest rooms.
  • DND – Do Not Disturb card which can be hung to the door handle.
  • ‘Make up my Room’ card.
  • ‘Pick up my Laundry’ card.
  • Room Service Breakfast Card which can be hooked on to the doorknob.
  • Some hotels also have a notice reminding them about the availability of safe deposit facilities with the front desk.
  • Notice the availability of the electronic safe in the guestroom.
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 Supplies on the Writing/Working Table:

  • Guest stationary folder with monogrammed note papers.
  • Postage or plain envelopes.
  • Courier envelopes.
  • Postcards with hotel pictures.
  • Telegraph forms (not used commonly now as telegraph technology is outdated and not available in many countries).
  • Guest Feedback Cards.
  • Folder with hotel rules and regulations.
  • A pen and a pencil with the hotel logo.
  • Telephone.
  •  Docking stations for electrical devices such as laptops, mobile, etc.
  • Tent card with instructions on how to connect to the hotel wifi network.
  • Tent cards/publicity cards giving information about speciality restaurants or SPA or Massage etc.
  • Tent cards about any special shows in the hotel are also placed on this desk.
  • A candle, a candle holder, and a matchbox are kept inside the writing desk drawer.
  • Small emergency led light or torch in case there is no candle.
  • The hotel brochure was kept inside the drawer.
  • Room’s rates for different kinds of rooms offered, in the frame or plastic holder behind every door.
  • Hotels brochure with the details of facilities and services, in a plastic holder behind the very door.
  • Dustbin next to the writing-table, on the floor.
  • Tea/Coffee coffee maker (kettle)
  • Teabags, coffee powder.
  • Sugar or sugar alternatives.
  • Ready to mix coffee late or chai latte. 
  • A tray of tea bags and sachets of coffee powder, milk powder, and sugar.
  • On the same tray a couple of cups, saucers, and spoons.
  • Complimentary drinking water.
  • LED desk or table lamp with multiple adjustment levels and light settings. 
  • A chair with a backrest placed in front of the writing-table.

Supplies placed on the Bedside Table:

  • The telephone with quick dial buttons.
  • Instruction for setting automated wakeup calls.
  • The service dictionary or tent card are placed on the bedside table.
  • A notepad and a pencil are placed beside the phone.
  • An ashtrays and a matchbox according to the room type and bedding type, Eg: twin rooms will have two ashtrays and matchbox, non-smoking rooms will not have ashtrays and matchbox.
  • A breakfast knob card is kept on the first shelf or in the drawer of the bedside table. (During evening service the same is ket on the pillow)
  • The local telephone directory is kept on the lowermost shelf on the bedside table.
  • A Bible, a Gita, or Quran may also be placed or similar holy books depending upon the countries in which the hotel is located.
  • The channel music panel may be affixed to the bedside table.
  • The DND – Do Not Disturb button, clean my room button, pick up laundry button, lighting controls, curtain controls, etc may be affixed to the bedside table panel.
  • Alarm clock with in-built radio.
  • Multi-pin plug point for laptop or mobile charging.
  • USB charging port for mobile, tablet charging.
  • TV, Set-Top Box, Home Theater, DVD player remote.
  • Room Service menu card inside the drawer.
  • The bedside lamp is placed on the bedside table, in case of twin room or two bedside tables available in the room then two bedside lamps may be placed.
  • A flask on the tray with two glasses may be kept beside the bed at the bedside table.
  • The master light switch to switch off all lights is also available in the bedside table panel.
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Supplies placed on the coffee table: 

  • The house magazine, Hotel Chain magazine or some tourist magazines.
  • A newspaper is also neatly arranged on the coffee table.
  • The room service menu is placed on the coffee table at some hotels.
  • An ashtray and matchbox for depending upon the room type (smoking rooms only).
  • Fruit basket with the paring knife.
  • Chocolates on a quarter plate wrapped in plastic film.
  • Cookies on a quarter plate wrapped in plastic film.
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Supplies placed in the Drawer and the Cupboard:

  • A sewing mending kit is placed in the drawer.
  • Laundry bag.
  • Laundry price list.
  • Laundry terms and conditions.
  • Iron and Foldable Ironing Board.
  • Shoe Shine.
  • Shoe Polish.
  • Shoe Shining Brush.
  • Digital Safe deposit locker.
  • Tent Card with the details of operating safe deposit locker. 
  • A few plastic utility bags may also be placed in the wardrobe for guests to keep their shoes or wet swimming suits in.
  • Free backpack or shopping bag with eco-friendly materials.
  • Cloth hangers are hung on hooks.
  • Hanging rod inside the cupboard.
  • Extra Pillow.
  • Bed Spread or Bed cover folded and kept in the drawer when not in use or evening service.
guest room suplies of cupbord housekeeping hotel manament study eshopitalitystudy housekeeping

Supplies Placed below the Luggage Rack:

  • The space below the luggage rack is usually meant for the guests to keep their shoes.
  • In-Room Slippers with hotel logo depending upon the room occupancy. (For single occupancy 1 pair is kept and for double 2 pairs)
  • Shoe mitt.
  • Shoeshine kit. 
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Supplies places at the dressing table:

  • Guest cosmetic kit, Nail Filer, Moisturizers, etc.
  • A small flower arrangement.
  • Drawers may contain an all-purpose kit, sewing kit, etc.
  • Combs or hairbrushes are also placed in the dressing table drawer.
  • An upholstered stool is placed under the dressing table and it can be pulled out as and when required.
  • A mirror is mounted on the wall with appropriate lighting facilities.
guest room suplies dressing table housekeeping

Supplies on the Bed:

  • A mattress, mattress protector.
  • Bed sheets.
  • Bedspreads.
  • Night spread.
  • Pillows with pillowcases.
  • Blanket.
  • Bed Cover and lining.
  • A small gift box or a box of chocolates may be placed on the pillow as part of the turn-down or evening service.
  • For any special occasion like a wedding or honeymoon, the bed would be arranged with flowers, chocolate boxes, wine or champagne bottles, etc.
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Supplies on the Television Cabinet:

  • LCD or LED Television set.
  • Settop box for satellite channels.
  • Firestick or Comcast or Apple TV.
  • DVD or CD player.
  • Home Theater System.
  • Remote for all the infotainment systems.
  • Tablet or Ipad for the in-room app or hotel app along with the docking or charging point.
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Supplies inside the Mini Bar / Mini Fridge:

  • The Minibar may contain all or some of these items, depending on the type of hotel, the type of guestroom, as well as the profile of the guest eg: VIP, VVIP, etc.
  • The daily consumption from the mini bar is usually charged as per the pricing card kept near to the minibar.
  • For some guests, the use of a mini bar would be complimentary.
  • Some guests or companies may request the hotel to remove the minibar items or lock them. 
  • Different Types of chocolate eg: Mars, Toblerone, Galaxy, etc.
  • Mineral water bottles.
  • Pepsi, Coke, tonic waters.
  • Fruit juice.
  • Ice trays.
  • Some wafers such as Pringle, Cheez-It.
  • Energy Drinks like Redbull, Gatroid, etc.
  • Alcoholic beverages.
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Supplies in the Bathroom:

  • Full Lenth Mirror.
  • Vanity Mirror.
  • Bath Tub.
  • Shower Cubical.
  • Bath Mat.
  • Water Closet.
  • Tissue Roll.
  • Wash Basin.
  • Hot and Cold Running Water 24X7.
  • Bath Rob.
  • Weighing Machine.
  • Hooks for hanging Cloths.
  • Retractable clothes drying line or liner.
  • Shower Curtains.
  • Dustbin.
  • Sanitary Napkin cover and bin.
  • Wall Mounted Telephone with quick dial extension.
  • Shaving Mirror.
  • Gargle Glass.
  • In some hotels, there is also a bucket and mug placed inside the bathroom.
  • Hair Dryer or hair Blower.
  • Water bottle
  • Soaps, Shampoo, Moisturizers, Cologne, Shower gel, Shower Cap, Conditioners.
  • Aftershave Lotion.
  • Gargle Glasses.
  • Tissue Box.
  • Razor Blades or Shaving Kit.
  • Dental Kit.
  • Comb.
  • Ear Buds.
  • Cotton Swabs.
  • Face Towel.
  • Hand Towel.
  • Loofah Pad.
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Layout Of Guest Rooms

A successful design depends not only on what the building looks like and the effect that it creates on the user but also on practical considerations. Since each hotel type targets different kinds of clientele, its planning requirement will vary by the location selected, size, image, space standards,, and other characteristics.

Note: The layout of the guest might differ from room to room and from hotel to hotel. Layout entirely depends on the availability of space.

Guest Room Layout of guest might differ from room to room housekeeping

DESIGN CONSIDERATIONS

Design considerations also vary by type. For example, resort hotels require larger rooms, closets, and drawer space than downtown hotels. Roadside motels may require larger restaurants than other hotels for peak periods, such as breakfast, but no room service. Casinos require a glittering design, while conference center decor needs to be understated.

Convention hotels require closeness to airports, while vacation villages and ski lodges do not. Airport hotels and motels need high visibility signages, while country inns, vacation villages seek seclusion. Super luxury hotels must be small to create an intimate atmosphere, while luxury hotels must be large enough to justify a large number of restaurants, lounges, and banquet rooms required by first-class or five star international standards.

Layout of Room housekeping

During the architectural planning of the room structure, the designer should establish the following:

  1. The type of clientele – the market mix. And the room mix. This influences the hotel’s ability to let out 100% of its rooms and to generate maximum revenue. The transient business person needs single accommodation; convention markets need twin beds and tourist market rooms to sleep for two or more
  2. The type of furnishing can be determined by analyzing the guestroom functions – sleeping, relaxing, working, entertaining, and
  3. Flexibility to accommodate different types of clientele. For example, a studio room attached to a double room can be sold as a single unit or as two
  4. Durability –   This is particularly important as guests are seldom as careful about furniture or furnishings as in their homes.
  5. Decor which pleases a large section of the
  6. To combine function and comfort in a design within realistic budgets; use fewer individual pieces of furniture.
  7. Space utilization: Since space is at a premium, scale furniture slightly smaller to give the perception of larger and more luxurious rooms. Queen size beds instead of king size. Lounge chairs designed to be used at the work surface eliminate the straight desk chair. Mirrors enlarge space visually. Wall-mounted bedside lamps permit a smaller bedside table. Convertible sofa or bed. Adequate luggage/ clothes space will reduce the clutter of clothes throughout the room. Armoire – combining drawer space with a television cabinet and possibly a pull-out writing ledger in a single unit eliminates the need for two or three separate

        10. In the bathroom designs should expand the countertop mirror and lighting as much as possible and compartmentalize the tub/WC

  1. Security both of guests and staff. For example, the reception counter must be positioned in such a  way that the front desk staff can keep an eye on all guests entering and leaving the hotel.
  2. Meeting fire and safety
  • Energy conservation – Use of sensors to switch off electric supply automatically, when the guest leaves the
  1. Sound
  2. The environment is friendly. For example recycling of water for horticulture and

ROOM PLAN

The guest room must be designed around the needs of the guests. For this, one must keep the activities of the guests in mind whilst allotting space, furniture, fittings, lighting, and other components. Designing a   guest room is rather complex since the designer has no single person to design but a variety of people who have different tastes, likes, and backgrounds.

The minimum space requirement for various types of rooms in the five-star category is as follows:

Single Bed Room: 180 sq. ft.

Double Bed Room: 200 sq. ft.

Twin Bed Room: 220 sq. ft.

Bathroom with bathtub: 48 sq. ft.

Bathroom with bathtub and shower: 80 sq. ft.

Beds: Beds usually consist of a headboard but no footboard. Headboard should be 12″ inches above the mattress height and 1″ thickness. Castors are provided so that the beds can be moved for cleaning; but should not move when the guest is in it! Mattress can be of spring, foam rubber, cotton. Pillows can be filled with foam rubber, kapok or feathers.

 

Average sizes of beds:

Single – 6’6″ length, 3′ width, 1’3″ height.

Double – 6’6″ length, 5′ width, 1’3″ height. Mattress may be 4″ to 6″ in height.

 

Bedside table/console: houses the telephone, channel music, controls for the room lighting, TV, and ventilation. It should have ample space to place guest’s personal items such as glasses, books etc. The top of the table should be in line with the top of the mattress. Width 15 to 24″. Height 24-30″.

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Entrance: Doors are usually 76-90 cms (3 ft) wide, usually simple in design (for ease of maintenance). Room numbers are fixed to identify the rooms. Locks are designed for the security and privacy of the guest at the same time, they can be opened by the management in case of emergency. Door locks are usually self-locking when shut.  A metal shield may be provided under the keyhole to prevent the key tag from scratching the door. Computerized card keys are much more secure. A safety chain and a peephole may be provided inside the door for additional security. A doorstop is necessary to prevent the wall from being marked. Sometimes a long mirror is fitted on the back of the door.

Vestibule: The main switch is fitted near the entrance. The wardrobe and the luggage rack are usually placed here.

Bedside lamps may be fitted onto the wall to save space. If placed on the table, it must be screwed onto the table to prevent accidents, thefts.

Dressing table/ Desk: Dimensions – 30″ height, 21″depth. Stool or chair – 18″ height. Dressing tables are provided with drawers. Drawers should preferably have recessed grooves to make hardware unnecessary; should slide out smoothly; laminated to avoid the use of lining papers. The table itself could be laminated for durability and ease of maintenance; must have rounded corners to prevent accidents. The dresser mirror should be positioned in such a way that the guest can view the mirror while sitting down. Adequate lighting must be provided to light up the face.

Luggage racks : Dimensions – length 30 -36″; depth 1’9″; height 18-24″. Luggage racks may be cantilevered or may stand on legs. It should be sturdy enough to take the weight of suitcases and people sitting on it. If made of wood, strips of rubber or brass studs can prevent the surface from getting marked. Drawers under the rack can add to the storage space.

Wardrobe: Dimensions – depth 2′ ( deep enough to accommodate the hanger) Height 6′ ( 3″ clearance must be given above the rod, to remove hangers). It should be high enough to hang long dresses without creasing them. In-resort hotels, larger wardrobes may be necessary. The door of the wardrobe can be of the sliding type to save space. It must preferably be slatted for adequate ventilation. A door may be avoided in motels. Light can be provided in the wardrobe which can be operated by a  door switch.  However, the light must not damage the clothes.  Drawers may be provided;  but avoidable since guests normally tend to forget things in there. Hangers can be of the theft-proof type.

Seating: One or two armchairs with a two-seater sofa and a coffee table are usually provided near the window. a floor standing lamp may also be provided

Television: is usually positioned in such a way that it can be viewed both from the bed and the seating area. It is normally placed on a swivel stand. Remote control is advisable. The TV can also double up as a VDU with a keyboard catering for electronic shopping,   settlement of guest accounts from the room, guest information system, etc.

Windows: should as far as possible be of standard size as this avoids the need for many spare sets of curtains and sorting curtains of different lengths. The ease with which windows can be cleaned both from the inside, as well as the outside, should be given due consideration. Windows may be double glazed to provide sound and heat insulation.

Soft furnishing: like drapery and upholstery must be durable, easy to maintain, comfortable, enhance the appearance of the room, and help in acoustics. In all rooms, a full-length mirror may be fixed to some convenient place on the wall or even fixed to the inside of the door.

Accessories: Waste bins, ashtrays, wall pictures, foliage, sometimes even curios in suites.

Ceiling, wall, floor: Acoustical properties, safety, appearance, and insulation are the factors that are considered when choosing walls,  floors, and ceilings. There are a wide variety of ceiling surfaces and wall coverings available in the market today. Paint is by far the most common.  Vinyl wood paneling, wallpaper, tiles are some other options. Skirting boards, while essential to prevent wall damage,    should not present a ledge which needs dusting;   they may be slightly recessed or cove. Carpets are the most common floor covering and they are available in different varieties. Hotels close to sandy beaches should preferably avoid carpets as the sand brought in can pose a problem. Tiles, stones, vinyl are other options.

A central air conditioning system or heating system is normally provided and they should be regulated from the bedside also.

Fire detectors and alarms must be provided in rooms.

SPECIAL NEEDS

Designing for the Disabled:

  • Easy access is  very  important;  cars  carrying  disabled  persons should be able to stop just outside the main entrance. Reserved  parking should be provided for the disabled
  • Doors should be wide enough for the wheelchairs to pass through,   and open automatically or by pressing a conveniently  located switch  or by a gentle
  • A section of the Reception counter should be dropped down so that a person on the wheelchair can easily check
  • Where there is a change of floor levels, a ramp must be
  • Hand rails should be designed to help warn the blind and those with poor vision of approaching corners and the start and end of stairs. Elevator floor switches must be easily accessible from a
  • Signs should be easy to read with  large  lettering  against  a contrasting background. Wherever possible warning signals should be visible  as  well  as  audible,   for   example  strobe  light  alarms  for   the  deaf  and  a  vibrator  to  alert  them  when  they  are    Dining room tables should be high enough for the person to not have  to be transferred from a wheelchair.
  • Room door should have an additional peephole at the wheelchair
  • Wardrobe Hanger rod should be flexible enough to be brought down; within easy reach from a
  • The room and the bathroom must be spacious enough for a person to move around in a wheel
  • The bathroom door must be wide enough and should be devoid of a threshold.
  • A shower cubicle with a stool is preferable to a tub. Handrails and grab bars should be provided wherever necessary. `Drop-down’ arm supports can also be provided on approach side of the
  • The vanitory unit may have to be adjusted to the height of the wheelchair.
  • Fire exit plans and room service menu cards should also be provided in
  • Special bed head unit with light switches, message signal, door release for automatic opening of door, flashing fire alarm signal and bed frame vibrator for the hard of
  • Sharp corners and edges should be

Women traveling alone will appreciate rooms near lifts. Since they are more concerned with safety, a good locking  system is  a must. Added amenities  like a good flexible mirror to view the back as well, adequate lighting for make- up, hair dryers etc. will be appreciate.

disabled room in hotel housekeeping
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Interdepartmental Coordination of Housekeeping With Other Department

No individual department in any hotel can work in isolation. The housekeeping department is just one of the departments in a hotel working towards the satisfaction of the guests, each department is dependent on others for information and services if its work is to be accomplished effectively.

Pie diagram of housekeeping coardination

Coordination With Front Office.

  • To ensure efficient rooming of guests, both housekeeping and the front office must inform each other of changes in a room’s status. Knowing whether a room is occupied, vacant, on change, out of order (OOO), under repair, or similar for proper room management
  • There should be coordination to clean front office public areas
  • There must be coordination between the housekeeping and the front office department to share information on occupancy levels which helps to forecast occupancy for the year and makes it easier to draw up a budget, establish par stock levels and estimate required staff strength.
  • There should be coordination know about the daily room report and housekeeping discrepancy report.
  • It also helps to gear renovations and spring cleaning to low occupancy periods thereby preventing loss of revenue.
  • The housekeeping and front office department also coordinate with each other for other important information which requires special attention like
  • VIPs in the house: this information is essential so that the staff can take a little extra care and keener precautions in cleaning and supervising VIP rooms.
  • Groups in the house: the group rooming list must be provided before the group’s arrival to the housekeeping as groups tend to move together in terms of arrival, departure, sightseeing tours, and meals. Their rooms need to be readied together in view of strict time parameters. Group rooming lists enable the housekeeping department to organize their work and have the group’s room ready on time.
  • Crews in the house: Sometimes the arrival of a crew and the departure of another crew from the same airline may overlap. In such circumstances, it is important for the allotted rooms to be cleaned within a short period of time. Thus for this, there should be effective coordination between the front office and housekeeping.
  1. Flowers: sometimes the management extends its compliments to a guest with a special gesture of a flower arrangement in the room as recognition of the importance of a person. This requirement of flower arrangements for certain guests is conveyed to housekeeping by the front office on a daily basis.

Apart from the above communications the front office needs to depend on housekeeping for the provision of clean uniforms to its staff.

front office hk cordination

Coordination With Food And Beverage Department

  • The coordination of housekeeping with the restaurants and banquet halls is mainly concerned with the provision of linen and uniforms.
  • On his/her part the restaurant manager should ensure that the time set for the exchange of linen must be maintained and linen should not be lost or misused.
  • There should be coordination to maintain a mini bar in guest rooms.
  • The housekeeping should be well informed about the forthcoming banquet function in advance so that housekeeping will arrange everything to organize that function.
  • Housekeeping may also have to arrange for flower decorations for banquets.
  • The coordination between the two departments becomes particularly necessary in the collection of trays from the guest corridors which are collected from the room, placement of fruit baskets in special rooms.
  • In many hotels housekeeping also looks after pest control in restaurants, kitchens, and stores attached to them. Special cleaning of these areas calls for coordination with the housekeeping department.
  • Both the restaurant and kitchen staff requires clean uniforms on a daily basis, for which too they need to coordinate with housekeeping.
f&b and houskeeping coardination

Coordination Store

  • Coordination with stores ensures the availability of day–to–day necessities of housekeeping.
  • Larger hotels have a store attached to the housekeeping department that stocks linen, supplies, and so on.
  • Smaller hotels may stock them in the general store, except for linen, which is sent to the housekeeping department on purchase.
  • Communication with stores is by way of a requisition form, which housekeeping sends to when it requires certain items. The requisition form is called a store requisition form.
  •  
store cordination with housekeeping

Coordination With Purchase Department

  • The purchase department procures out–of–stock items for housekeeping, such as guest supplies and amenities, stationery, linen, cleaning materials, and equipment, etc.
  • Housekeeping should convey their requirements to purchase by way of advance notice in the form of a purchase requisition.

Coordination With Personnel Department

  • Housekeeping coordinates with the personnel department for the following reason
  1. Acquisition: human resource planning, recruitment, selection, and induction/ socialization.
  2. Maintenance: compensation management e.g. pay/ salary, wages, overtime, medical treatment, etc.
  3. Motivation: performance appraisal system, reward management system, and training and development.

Coordination With Sales And Marketing Department

  • There should be effective coordination between the sales and marketing department and housekeeping to supply promotional items in guest rooms and other areas of the hotel.
  • The sales and marketing department informs housekeeping of the occupancy forecast for the entire year, which is broken up month-wise. This enables housekeeping to budget for the necessary expenses
  • An important contribution of the housekeeping staff to hotel sales is ensuring that repeat business is obtained by providing the level of cleanliness and service that meets or exceeds guest expectations.
  • The sales and marketing team also have to depend on housekeeping for their uniforms.
  • Two things are certain in the hotel business: no matter how many guests a salesperson brings in the door, if housekeeping does not execute its function with excellence the guests will not be coming back.
  • Vice versa, no matter how well- kept the rooms, if the sales staff does not bring potential guests to the hotel, occupancy falls.
sales coardination with housekeeping

Coordination With Maintenance Department

  • The housekeeping department depends on maintenance to keep things in order.
  • While carrying out their scheduled work, housekeeping employees may find some deficiencies in the hotel facilities, such as faulty electrical plugs, dripping faucets, leaking pipes or malfunctioning air-conditioning units, etc.
  • A need for urgent repairs is reported to maintenance over the telephone and these requests are usually taken into action immediately.
  • There are various heads under which maintenance work is done they are:
  • 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, refrigerators, and minibar fall under this category.
  • Boiler work: this is necessary to maintain a supply of hot water to the guestroom.
  • Mechanical work: this entails the repair or replacement of any faulty equipment, such as vacuum cleaners, ice-cube machines, and so on.
  • Plumbing work: this deals with faulty faucets (taps), showers, drainage systems, water closets, and so on.
  • Carpentry work: broken of shaky furniture; mirrors and cupboards in less than peak condition, and fresh woodwork are all part of this.

Coordination With Security Department

  • The coordination here is mainly concerned with the prevention of fire and thefts and the safekeeping of keys and lost property.
  • Housekeeping personnel should also report anything of a suspicious nature or movement in the hotel immediately to the security staff.
  • Housekeeping has to coordinate if they see any anti-social activities in the guest room such as gambling, smuggling, and so on.
  • The security department is responsible for conducting training sessions on handling emergency situations for the staff. e.g they conduct fire drills to train staff to gear up in a fire emergency.
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Cleaning procedures in Hotel Housekeeping Department

The Executive Housekeeper is responsible for seeing that the housekeeping staff follow the standard cleaning procedures and methods. He/She should also oversee that proper tools (mechanized or non-mechanized) are used to carry out their assigned tasks. 

Cleaning is the removal of dust, dirt, foreign matter, tarnish, stains from various surfaces with the aid of certain cleaning agents. And equipment. Dust, dirt and foreign matter deposited on a surface are referred to as soil. This may include substances such as sand, mud, pollutants, smoke and fumes brought into the building from outside. Some types of soil, such as sewage, hair, dead skin cells and fibers shed from the clothing are generated by the occupants of a building.

Cleaning is carried out for the following reasons:

Aesthetic Appeal: the environment is made visually attractive and appealing

Hygiene: effective, frequent cleaning controls the growth and reproduction of pathogenic bacteria and other germs.

Maintenance: Surfaces and articles, however good in quality, will have a long, functional life only when they are cleaned on a regular basis.

Safety: Cleaning is done for safety against health hazards, and slip hazards.

Types of soils

soil is the collective term for deposits of dust, dirt, foreign matter, tarnish, and stains.

Dust: this is composed of loose particles deposited from the air. It contains both organic (human and animal hair, dead skin cells, particles of excreta, pollen from plants, and so on) and inorganic (sand, dry earth) matter. Although dust is light, it is heavier than air thus settles readily on any surface.

Dirt: this implies dust held together firmly by moisture or grease on rough surfaces.

Tarnish: this is discoloring or deposition on a metal or alloy surface caused by a chemical reaction with certain substances found in air, water, and foodstuffs. Each metals gets a different type of tarnish when exposed for too long to these substances. For instance, iron gets reddish-brown rust, copper gets a greenish deposits of verdigris, and silver gets blackened. There are different methods for the removal of tarnish from different metals.

Stain: this is a discoloration caused on a hard or soft surface by a substance containing dyes, proteins, acids, or alkalis. Stains are difficult to remove by routine cleaning processes. Any stain must be removed as soon as possible by using powders to absorb it, solvents to dissolve it, or an acidic or alkaline cleaner to neutralize it

Foreign Matters: These may be dead flowers, contents of wastepaper baskets and ashtrays, as well as stains from the deposition of foreign substances.

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STANDARD OF CLEANING

Depending on the purpose of the area and surfaces to be cleaned, various standards of cleaning may be imposed. Once a standard has been established, there should be strict adherence to the cleaning methods required, and efficient training and supervision are called for. There may be different standards of cleaning for different surfaces and areas.

Physically Clean:

When this standard is set, the area or surface is supposed to be free from apparent dust and dirt, as when wiped by hand.

Chemically Clean:

This standard means that the area should be free from harmful chemicals on the surface and in the surrounding air.

Bacteriologically Clean:

To meet this standard, the surface should be free from any harmful bacteria that may cause disease or infection. This is referred to as “clinical standard “ as most hospitals follow this standard for their general wards.

Entomologically Clean:

This means that the area should be free from harmful insects or pests.

Cosmologically clean:

This cleaning standard demands that the surfaces and areas should be free from any organic or inorganic matter that may emit an odor.

Terminally Clean:

This refers to the standard of cleaning usually in operation theaters and intensive care units in hospitals, where surfaces need to be constantly sanitized against all kinds of pathogenic microbes.

Principles of cleaning

  • These are the basic rules to follow in any kind of cleaning activity, whatever the nature of the surface of the soil.

    1. All soil should be removed without harming the surface being cleaned or the surrounding surfaces.
    2. The surface should be restored to its original state softer the cleaning process.
    3. The cleaning process should be efficient, using a minimum of equipment, cleaning agents, labor, and time.
    4. The simplest method should be tried first, using the mildest cleaning agent.
    5. The cleaning methods least harmful for the surface should be used.
    6. Cleaning should proceed from high to low wherever possible.
    7. 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.
    8. while wet-cleaning or polishing the floor, the cleaner should walk backward while cleaning in front of him
    9. Suction cleaning should be preferred over sweeping wherever possible.
    1. Sweeping should be done before dusting and dusting before suction cleaning
    2. Noise levels while cleaning should be kept as low as possible.
    3. Stains should be removed as soon as they occur
    4. The cleaner should take all safety precautions while cleaning. In particular, cleaning agents and equipment should be stacked neatly to one side.
    5. The cleaner should start cleaning from the farthest end of an area, working towards the exit.
    6. 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.

Cleaning Schedules

  • Initial – This is the cleaning carried out in any area that has been closed for a long period, e.g. fro renovation, refurbishment, etc. This will be a thorough cleaning where all soil and dust left by workmen will be removed.
  • Routine – This is cleaning that is carried out on a regular basis. It can be daily, weekly, fortnightly, or monthly. If schedules are stuck to, high standards can be maintained at a low cost.
  • Periodic – This is work carried out at certain times of the year, usually during the slack season or when the hotel is closed for renovation or redecoration. It entails in-depth cleaning where dirt is not allowed to build up excessively. E.g. cleaning of chandeliers quarterly.

Methods Of Cleaning

  1. Team cleaning – Two or more staff work in a given area either together or as a team and carry out the different tasks in one area.

ADVANTAGES:

  • Equipment can be shared.
  • Heavy work can be carried with ease.
  • New staff can be trained easily.
  • Increased productivity.

DISADVANTAGES:

  • In case of any damage to the equipment, no one can be held responsible.
  • Standards can get lowered if proper supervision is missing.
  • While training, new staff can pick up bad habits.
  • Due to misunderstanding, some work can get left out.
  • If there are any clashes between staff, working together can be a disadvantage.

         2. Conventional cleaning – One worker is allotted an area, and after he finishes the area, he moves on to the next.

ADVANTAGES:

  • Improved security.
  • More job satisfaction.
  • The Standard of work is higher if the individual is efficient.
  • Training is simplified.

DISADVANTAGES:

  • Each area takes longer to get cleaned.
  • Maybe more expensive.
  • Each staff will have to be given equipment, hence more equipment required.
  • Maybe too rigid.

          3. Block method – One particular staff has given the responsibility to carry out a single job in all the areas. After finishing the given job he moves on to a different job. E.g. one staff maybe making the beds of all the rooms on the floor and then he goes on to hoover all the carpets on the floor; the next person dusts and replenishes supplies, etc.

ADVANTAGES:

  • Less equipment is required.
  • Is cheaper to operate.

DISADVANTAGES:

  • Security is weakened as lots of people enter the room.
  • More disturbances to the guest if he’s in the room during room cleaning.
  • May-be monotonous for staff.
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Manual methods

These do not call for mechanized or electronic equipment.

SWEEPING:

  • This is done to collect dust when the floor surface is too rough for a dust mop.
  • Push brooms are used for large areas and corn brooms are best for corners and tight spaces.
  • Sweeping is not the most efficient, hygienic, or advanced way of removing dust, as so much of it becomes airborne.
  • Sweeping has in many cases been replaced by the use of suction cleaners now. Sweeping with a dry mop is called ‘mop sweeping’.

Equipment required: Broom, dustpan, dust bin for the collection of dust.

DUSTING:

  • This task requires a systematic and orderly approach for efficiency and ease.
  • Room attendants should start dusting at the door and work clockwise around the room. This minimizes the chances of overlooking a spot. Fold the duster three times and then thrice again. This gives you 18 clean folds, making the duster more effective.
  • The duster should be of soft, lint-free cloth. Old rugs should not be used as they leave their own dust and lint.
  • While dusting, it should be started from the highest surface so that dust does not fall on items already cleaned.
  • When dusting solution is used it should be sprayed on the cloth not on the surface as it can stain or cause stickiness.
  • The duster should be always carried away carefully when the task is finished.

Equipment Required: Cloth duster, feather duster, and dusting solution if necessary.

DAMP DUSTING:

  • This is the most preferred way of cleaning in hotels as surfaces can be wiped as well as dusted, removing any sticky or dirty marks at the same time.
  • A suitable lint-free cloth at the correct level of dampness should be used to avoid leaving any smells.

Equipment and agents required: Cloth duster, water, plastic bowl, and a neutral detergent if necessary.

DUST MOPPING/DRY MOPPING/MOP SWEEPING:

This is the preferred way to remove dust, sand, or dirt from a floor. If these substances are not removed from the floor daily, they will continually scratch the surface finish, diminishing its luster, and will eventually penetrate down to the floor itself.

  • Dust mopping is done with dust –control mop that may or may not be wet with a cleaning solution.
  • Using such a solution stops the dust from rising.
  • While dust-mopping, use figures –of –eight strokes and keep the mop head on the floor at all times.
  • Do not drag the mop straight backward. On finishing each figure of eight, swivel the mop around and on the return, pass and overlap the areas that have been wiped by about 8 inches.
  • When sweeping in open spaces, clean in long straight lanes, covering the whole area by moving up and down.
  • Use a dustpan to sweep up accumulated trash.
  • Always carry the mop head upward very carefully after you have done and then shake into a bag to clean.
  • Dust- mopping removes gross soil but also redistributes and leaves behind a large number of fine particles.

Equipment Required: Dust –control mop, dustpan, dust –collection bag, and dust bin.

WET MOPPING /DAMP MOPPING:

A damp moping is used to remove spills and soil that were not removed during the dry removal process. Wet–mopping will remove the light from heavy soil from the floor surface, which could otherwise become stuck in the surface. Or collected in the seal or finish.

  • Before the floor can be wet- mopped, it must first be dust-mopped.
  • Add neutral or mildly alkaline detergent to the mop water for wet-mopping.
  • The detergent used must be of a variety that needs no rinsing, or else spray diluted detergent from a spray bottle and mop with a damp mop.
  • If using mop water, immerse the mop in the bucket and wring it out until it is only damp.
  • First, finish mopping near the baseboards in smooth strokes. Then mop the entire area with figure-eight strokes.
  • The water in the basket should be changed when it becomes dirty.
  • A brush may be used for stubborn spots and a squeegee should be used to help speed the drying of the floor.

Equipment Required: Wet mop and bucket or mop-wringer trolley.

MANUAL SCRUBBING:

For modern surfaces, very little hand- scrubbing is required.

  • Scrub gently in straight lines away from yourself, working backward
  • Rinse well to remove any detergent from the surface.
  • Use a squeegee to clear away excess rinse water .follow up with mopping.
  • Equipment Required: Long-handled scrubbing brush, mild detergent, bucket, squeegee, water, and mop.

MANUAL POLISHING:

  • Apply the polish sparingly.
  • Use cotton rags to apply polish and a cloth for buffing.
  • Use a soft brush for carved articles to get the polish into crevices.
  • Use the polish appropriate for a particular surface.
  • For, instance, proprietary polishes for metals –Brasso, Silvo, and so on- should be used on these surfaces.
  • Equipment Required: Proprietary polish and cotton rags.

SPOT CLEANING

This refers to the removal of stains from various kinds of hard and soft surfaces.

  • To remove a localized stain, the whole surface need not be treated with stain-removal agents.
  • Just the area where the stain discolors the surface is treated and cleaned in the process of spot cleaning
  • Spot cleaning may be used as a cleaning method on walls, fabrics, carpets, or floorings.

Mechanized methods

These utilize equipment powered by electricity as well as mechanical gadgets

SUCTION CLEANING

  • This is the basic and preparatory step to all other mechanized procedures and should be performed regularly.
  • Very often it must also be repeated at the end of these processes.
  • The goal is to remove as much dry soil as possible so that it does not spread, scratch the finish or damage the surface.
  • Vacuuming with high-filtration machines is the most complete method of dry –soil removal as it picks up, packages and removes soil without spreading it around.
  • Wet- vacuum cleaners are now available, which help to mop up water from floors as well. These are usually dual-function machines that can be used for both wet and dry work. Extraction machines for cleaning carpets also work on the principle of suction.
  • Equipment Required: Wet/dry vacuum cleaner with attachments and mild detergent for wet-cleaning if necessary.

SPRAY BUFFING

  • This process uses a 175-or 300 rpm (revolutions per minute) floor machine and a soft pad or brush.
  • The operator sprays a light mist of a commercial cleaning preparation or detergent and a finishing solution in front of the machine.
  • As the machine goes over the area, soil, scuff, light scratches, and marks are removed and the shine is restored to the surfaces.
  • Vacuuming or dust-mopping is a follow-up step to remove loosened dirt.
  • Equipment Required: 175-or 300 rpm buffing machine with bag pad, spray bottle, detergent, and finishing solution.

POLISHING

  • This process uses a 175-1500 –rpm floor machine and a soft pad or brush to remove some soil and put the shine back in the finish.
  • Vacuuming or dust-mopping should be carried out as a follow-up step to remove loosened dirt
  • Equipment Required: 175-1500-rpm floor machine and soft pad or brush.

BURNISHING

    • This process uses an ultra high–speed floor machine (1500-2500 –rpm) to restore a deep gloss to the floor finish.
    • since the finish is ‘tempered’ by the friction and heat produced by the burnishing machine, the floor looks better for a longer time, which reduces costs by extending the time between the scrubbing and stripping cycles.
    • Vacuuming or dust-mopping and damp-mopping are preparatory steps and should also be used as follow-up procedures to remove loosened dirt.
    • Equipment Required: 1500-2500-rpm floor machine
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Mechanical Cleaning Equipment

SCRUBBING

  • This process removes embedded dirt, marks, deeper scuffs, and scratches from the floor along with some of the finish.
  • The type of pad or brush, the type of detergent, the water temperature, and the weight and speed of the machine all determine whether the process is considered light or heavy scrubbing.
  • Determine whether the process is considered light or heavy scrubbing. For instance, aggressive pads, higher -pH detergent solutions, and fast, heavy machines perform the deepest scrubbing.
  • Light scrubbing removes just one or two coats of finish.
  • Heavy scrubbing removes all or most of the finish, down to the protective sealing coat.
  • Equipment Required: floor maintenance machines with a green pad.

STRIPPING

This is a very aggressive process that can and should remove all of the floor finish and sealer, leaving a bare floor ready for re-finishing. a strong stripping agent, a coarse pad or brush, hot water, and intensive labor make stripping a costly, time- consuming and sometimes even hazardous process, which should be used only when no other process will achieve the desired results. Diligent use of other maintenance procedures delays the need for stripping.

Equipment Required: Floor-maintenance machine with a black –pad.

LAUNDERING

This is the cleaning method used for washable fabrics. it is a process in which soil and stains are removed from textiles in an aqueous medium. it involves the sub –routines of washing, bleaching, drying, and pressing all carried out using specialized laundry equipment and cleaning agents called ‘laundry aids’.

Other sub-processes such as spot-cleaning, searching, and softening may also be involved.

DRY-CLEANING

This is the method in which soil and stains are removed from textiles in a non-aqueous medium for e.g. aviation petrol of per-chloro-ethylene.

SPECIAL CLEANING SCHEDULES

The housekeeping department, along with the regular or daily cleaning, requires special schedules for a particular period of time. Mostly these are divided into following categories depending upon the time period required between each cleaning.

WEEKELY CLEANING SCHEDULES:

Mostly the time-consuming tasks are placed under this category which, must be done at least once in a week and cannot be undertaken on a daily basis. a record of the weekly schedule is done in a weekly cleaning format. Some of the weekly jobs are as follows

  1. Polishing of brassware, metalwork, fitting, and fixtures.
  2. Scrubbing of bathroom tiles.
  3. pest control of the rooms and floors
  4. laundering of the shower curtains
  5. Cleaning of windows from outside.
  6. Replacing of furniture and proper vacuum cleaning of the carpet below them.
  7. Changing paper under liners, cupboard liners, etc.
  8. Cycling of potted plants in the rooms
  9. Cleaning of the balconies and terraces.
  10.  Polishing of wood paneling and wooden floors if existing.
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Example of Weekley Cleaning

SPRING CLEANING

This is a thorough cleaning schedule, which requires a section of the floor to be put on the out-of-order status and the rooms are completely cleaned. Spring cleaning is mostly undertaken once a year. In the hotels with high turnover do it even twice a year. Spring cleaning involves the following tasks.

  1. Removing all furniture and potted plants from the rooms.
  2. complete cleaning and shampooing of the room carpets
  3. Complete cleaning and servicing of the bathroom fittings if required.
  4. Checking and rewriting the electrical fittings if required.
  5. polishing of the furniture, brassware, metal works and woos paneling
  6. repair of furniture and upholstery
  7. washing of bed cover
  8. Removal of rugs and sending them for washing.
  9. removal of heavy and light curtains and sent in the laundry
  10.  Removal of spots on the walls and floors of the rooms.
Spring Cleaning
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Cleaning Equipment’s

The housekeeping staff needs to clean various guest rooms, guest bathrooms, and a number of public areas in the hotel. The staff needs to take the help of various cleaning equipment while trying to keep the hotel premises to the highest standard of appearance.

Today, there is a wide range of cleaning products available in the market.

Selection Criteria for cleaning equipment’s:

Efficient cleaning and maintenance and maximum work productivity are dependent on high-quality cleaning equipment and selecting the ideal equipment plays a major role in the cleaning process.

The selection criteria for equipment are:

  1. Safety in operation
  2. Suitability to the type of area, surface, work, amount of obstruction, and cleaning frequency.
  3. Versatility to do various types of cleaning.
  4. Work performance in terms of the capacity of the machine.
  5. Ease of handling in terms of size, weight, the height of the machine, and ease of operation.
  6. Portability in terms of ease of transfer between floors and provision of wheels and detachable parts.
  7. The durability of the equipment, sturdiness, life of the equipment, etc.
  8. Noise level of the equipment
  9. Availability of spare parts, easy servicing conditions.
  10. Protective design of the equipment without sharp edges.
  11. Easy to store in terms of dismantling parts and storage space required.
  12. Cost as initial costs, operating costs, maintenance
cleaning service, house cleaning, broom

Classification of cleaning equipment these are broadly categorized as follows

  • Manual Cleaning Equipment
  • Electric/Mechanical Cleaning Equipment

Manual Cleaning Equipment

Types of equipment which help in the cleaning process by directly using manual energy of the employees.

The common manual equipment is:

1) Brooms  2)Brushes  3)Mops   4)Cloths  5)Containers  6) Box Sweepers

1.) BROOMS:

Brooms consist of long bristles gathered together and inserted into a handle. Bristles may be made of grass, corn, coconut fibers, etc.

Types of brooms:

  • Soft Bristled brooms– Brooms made of corn fiber, grass brooms, and used on smooth floors.
  • Hard bristled Brooms– Coconut fiber brooms or yard brooms are used on rough surfaces especially outdoors.
  • Wall brooms/ Tall Turks– These are used to remove cobwebs from ceilings. They have a soft head and a long handle.

2) BRUSHES:

These are designed to remove dust and dirt from surfaces.

Parts of brush:

  1. Stock in which bristles are inserted made of wood, metal, or plastic.
  2. Bristles made of horsehair, nylon, jute, or coir have chisel-like action which dislodges the soil
  3. The handle may also be made of wood or plastic and can be detachable or nondetachable.

Types of Brushes:

  • Hard Brush- Stiff bristles and well-spaced out. Removes heavy soil from rough surfaces.
  • Soft brush– Softer bristles and set close together. Removes loose soil from smooth surfaces like carpets, furniture, etc.
  • Scrubbing Brushes– These have short, hard bristles designed for cleaning stains and heavy soil. Also known as T brushes.  

Other brushes are Toilet Brushes/Johnny Mops, Bottle Brushes, Cloth Scrubbing Brush, Carpet brushes, Feather brushes, etc.

3) MOPS:

Types of mops are dry mops and wet mops.

  • Dry mops:

Also called dust control mops. These are used to remove dust from floors, walls, ceilings. Mops have handled, to which a metal frame is attached. The mop head made of dense cotton fringes is inserted into the frame and stretched over it.

  • Wet/damp mops:

These mops are used along with buckets to remove dirt from the floor surfaces. The mop consists of a handle and cotton fringes or sponge which are capable of absorbing water.

Types of a damp mop

a) Do all mopsConsists strands of twisted cotton fixed to a circular metal plate which is fixed to a stock. 

b)Kentucky mop-Cotton strands fixed to a length of cotton fabrics which is inserted into a metal stock

c)Foss mopDense cotton fringes inserted into a metal stock

d)SqueezeConsists of a rubber blade attached to a metal handle to remove excess water from the floor.

e)Sponge mops– Consists of sponge fixed to a replaceable lever controlled head, hinged for removing the water and attached to a long handle.

4) CLOTHS:

Various clothes are used in dry and wet cleaning. For efficient usage, the cloth can be color-coded and used by staff for different usages.

Types of cloths-

a) Dusters/ cloths– Soft absorbent plain or checked cotton material or yellow flannelette used for dusting and buffing.

b) Swabs and Wipes– These are made of loosely woven cotton cloths which are soft, absorbent materials used for wet cleaning of surfaces above floor level. Mainly used for cleaning bathtubs and washbasins.

c) Floor cloths – These are coarse knitted cotton cloths that are bigger, thicker, and used to clean floors.

d) Glass Cloths/ Scrim– These are lint-free loosely woven linen material and are used for cleaning glass and mirrors.

e) Cotton Rags or cloths-Disposable cotton or cloths used for applying polishes and cleaning agents.

f) Chamois leather– Obtained from chamois goat and used for cleaning windows and mirror, polishing silver.

g) Dust sheets– Made of thin cotton material which are discarded from linen room like bedsheets or curtains used to cover the floor, furniture during renovation work.

h) Drug gets– Linen, canvas, or plastic material placed on the floor in doorways to absorb excessive dirt caused during bad weather or renovation work.

i) Bucket cloths/Splash mats-Thick fabric placed under buckets to prevent watermarks formation on surfaces.

5) CONTAINERS:

The staff require containers to carry, transport, and store items of use and collect waste products.

Types of containers-

a) Buckets Made of plastic or galvanized iron. Used to collect water and used with mops for cleaning.

b) Dustpans Used along with brushes to collect dust and made of plastic or metal. The edge in contact with the floor must be thin and sharp.

c) Dustbins Made of plastics, wood, metals, leather, jute and placed in rooms, public areas, and all back areas and lined with plastic bags.

d) Sani-bins-Metal or plastic bins with lids.

e) Spray bottles– Lightweight containers that deliver a fine mist of water or cleaning solution on the surface to be cleaned.

f) Hand caddies– Made of metal, wood or plastic consists of a tray with slots for storing chemical bottles and a handle to carry it. led.

g) Carts and trolleys-

   i) Chambermaids trolley/Room Attendants cart/ Maids Trolley– Used to carry linen, cleaning agents, supplies, cleaning equipment required for guestroom cleaning and stored in the guest corridors and should be movable and strong.

  ii) Janitorial trolley– Used for cleaning and storing cleaning supplies for public area cleaning.

 iii) Mop wringer trolley– This piece of equipment consists of a mop and buckets to carry cleaning solutions and clean water mainly used for public areas.

iv) Linen trolley Used for transfer of linen from guestrooms to the laundry for washing and are made of cloth or metal with castor wheels.

6) BOXSWEEPER:

These are manually operated carpet sweepers used for removing crumbs from the surfaces. It consists of a brush that revolves when equipment is pushed over the carpet and crumbs get collected in the dust-collector pan which is emptied when fil

Mechanical Equipment

The equipment work by motors powered by electricity.

Different mechanical equipments are:-

(I) VACUUM CLEANERS/SUCTION CLEANERS

Dust and crumbs are removed from the surface by suction.

Vacuum cleaners can be classified on the basis of:

  • The shape of the machine- Cylindrical, upright, backpack.
  • Function- Dry pick up, wet pick up, dry and wet pick up, pile lifter
  • Centralized vacuuming system

DIFFERENT VACUUM CLEANERS:

a) CYLINDRICAL VACUUM CLEANER(DRY PICK UP):

These machines work by suction. Electricity makes the motor work and dust is collected by high suction created by the motor and sucked in through the hose and collected in the dust bag inside the machine. Various attachments are used like floor cleaning head, crevice cleaning head, upholstery cleaning head, etc for cleaning different areas. Most commonly used vacuum cleaners used for guest rooms.

b) UPRIGHT VACUUM CLEANER( DRY PICK UP)

The main body of the machine lies horizontally on the surface and does not have attachments but has a built-in hose for cleaning corners and upholstery. Mainly used for large carpeted areas

c) BACK PAC VACUUM CLEANER/PIGGYBACK VACUUMS/PAPOOSE(DRY PICK UP):

Small lightweight vacuum cleaners can be strapped at the back and used to clean upholstery, curtains

d) DUSTTETTES(DRY PICK UP) :

Small lightweight battery-operated vacuum cleaners used to vacuum clean upholstery, carpet edges, mattresses, curtain, and staircases, etc. Can be carried in hand.

e) WET PICK UP VACUUM CLEANER:

Picks up wet waste, excess wastewater and used to pick up water from the floor after scrubbing. This can also be used to remove excess moisture after shampooing the carpet. The machine has a squeeze head which is used to remove excess water and collected in a tank which is emptied after use.

f) LARGE TANK TYPE VACUUM CLEANER( DRY AND WET PICK UP)

Also called canister type vacuum cleaners or industrial vacuum cleaners and are used for dry and wet pick up both. Used for cleaning large areas like lobbies, banquet halls, etc.

g) PILE LIFTER

It’s a vacuum cleaner with two motors to make it extremely strong on the action. The pile of the carpet usually flattens in use. Pile lifter grooms the pile of the carpet and restores their vertical orientation. It is not used daily. Mainly used before shampooing the carpet.

h) CENTRALIZED VACUUMING

Centralized vacuum cleaning system suction is generated at one point in a building. Soil is removed by suitable nozzles linked by flexible stretchable hoses to the vacuum point. It is then conveyed by a network of pipes to a central container. This system is expensive to install and is generally done at the construction stage

CARE AND STORAGE OF VACUUM CLEANERS:

i)Wheels should be oiled regularly

ii)After use dust bags or tanks should be emptied and cleaned.

iii)Clean attachment heads after cleaning work is done.

iv)If the machine is dry pick up never try to pick wet waste.

v)Attachments should be stored in proper boxes.

 

(II) FLOOR MAINTENANCE MACHINE

This is a multi-functional machine that can scrub, polish and buff the floors. The machines have driving discs (single disc or three small discs rotates in opposite directions) colored nylon pads, a water tank, shampoo tank, sprayer which are used for different functions. The lighter the color of the pads lesser strong it is.

For scrubbing and stripping: Scrubbing is done with a scrubbing brush or with a scrubbing pad(black) attached to the disc which cuts the soil.

For polishing: Red-colored pads to apply polish on the floor

For buffing: beige or white pads are used to create a high gloss finish.

(III) WET EXTRACTION MACHINES:

Wet extraction machines are used to restore the surface appearance of carpet, upholstery, and curtains. They remove deeply embedded soil not removed by suction cleaning.

Types of wet Extraction systems:

a) Hot water extraction machine- They carry a hot water tank and detergent used for deep cleaning carpet with high-pressure spray nozzles and a suction unit to remove the soiled solution from the surface.

b) Solvent extraction machines- Used for cleaning upholstery and curtains.

(IV) SHAMPOOING MACHINES:

Brushes are made of nylon as it needs to be strong to get through the carpet pile. They are fixed to the discs of the floor maintenance machine. There is a special pressure tank along with a foam generator that produces the foam in dry form which cleans the carpet and suspends the soil. This way carpet does not get too wet.

(V) POWER SWEEPER:

These are self or manually operated machines designed to remove debris and loose soil from the floor, pavement, car park, and large areas. 

(VI) SCARIFYING MACHINES: Scarifying is a process of removing heavy grease, mud, thick deposits of dirt from the floor by chisel-like action with a wire brush cutting tool.

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Different types of Brushes, MOP & Broom

Storage And Care Of Cleaning Equipment:

  • Equipment should be stored in areas that are locked properly.
  • Proper records of issuing equipment should be maintained (Area, attachments given, time issued, who issued to, time of return)
  • Attachments and parts should be cleaned properly and stored after use
  • Brushes should never be faced downwards on the floor as they would damage the bristles.
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Mechanical Cleaning Equipment

Advantages of Cleaning Equipment

The cleaning equipment is advantageous in multiple ways −

    • Equally effective for general as well as tougher cleaning tasks.

    • High cleaning capability.

    • Reduce work fatigue and increase productivity.

    • Save the time of hotel housekeeping staff.

    • High maneuverability. They can reach any corner or height of the room, which is otherwise difficult to reach.

    • Eco-friendly, widely available, and easy to operate.

    • They give protection from injuries occurring while cleaning when they are handled by using proper instructions

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Layout of the housekeeping Department

The layout of the housekeeping department is the physical demarcation of areas in the department. when the layout is well planned, it enables the smooth functioning of the department. The layout is dependent on the size of the hotel as well as physical space restrictions. Normally, the layout is decided by the executive housekeeper, at the facility-planning stage in a stage in setting up the hotel. The following factors are taken into consideration when deciding on the area and layout.


• Total number of guestrooms
• Number of function rooms and a number of food and beverage outlets.
• Amount of manpower required
• Volume of business anticipated
• Number of jobs contracted out
• Flow of traffic (people and equipment)

The layout of the department indicates the different areas and subdivisions in the department. The layout of the department depends on the following factors:

  • Total number of Guestrooms
  • No. of outlets and banquets
  • Amount of manpower required.
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Layout of Housekeeping Department In a Hotel

The following areas constitute the layout of a housekeeping department.

Executive Housekeeper’s cabin:
This is the main administrative center for the department. It must be an independent cabin to provide the housekeeper with silence to plan out her/his work. The office should be proceeded by a cabin for the secretary who would control movement into the housekeeper’s office. A glass-paneled office with blinds to provide privacy at times, such as when meetings are conducted and confidential issues are discussed, is most appropriate. The cabin should have one entrance-cum-exit door where entry is controlled by the secretary. Ample built-in shelves and cupboards with locks should be provided to store files and records.

Assistant Housekeeper’s Cabin:
A smaller cabin should be provided for the assistant housekeeper, preceding the executive housekeeper’s cabin. Storage area for documents is essential in the AHK’s cabin.

Desk control room:
This is the main communication center of housekeeping. It is a formation that all information is sent out and received concerning the department. The desk control room should have a desk and a chair with preferably more than one telephone. The desk control room is the point where all staff report for duty and check out at the duty end. It should have a notice board to pin up information for staff and more than one telephone connection as well storage shelves for register and files.

Linen room:
This is the room where current linen is stored for issues and receipt. The room should be large, airy, and free from heat and humidity. It should have adequate shelves, easily accessible to stock all linen. It should be secure and offer no possibilities of pilferage. The room should preferably be adjoining the laundry so that the supply of linen of and from the laundry is quick and smooth. Only authorized personnel working in the linen room should be permitted to enter it.

Linen uniform store:
This room stores the stocks of new linen cloth material for uniform etc. the room should be cool and dry. It should be provided shelves and racks to store all linen and uniforms.

Uniform room:
This room stocks the uniforms in current use. It is possible that smaller hotels may choose to combine the uniform room with the linen room. The only difference would be that the uniform room would have adequate hanging facilities as many uniforms are best to maintain when hung.

Sewing room:
This room is used for repair work carried out on linen, uniforms, and soft furnishings. It should be large enough to accommodate a sewing machine, an ironing table, and space for items to be repaired.

Lost and found:
This should be a small place away from the thoroughfare, secure, cool, and dry with a cupboard to store all guest articles that are lost and may be claimed later.

Florist’s room:
This should be an air-conditioned room to keep fresh flowers for such flower arrangements as the hotel may require. The room should have work tables a sink and a water supply.

Floor pantries:
Each guest floor must have a floor pantry to keep a supply of linen, guest supplies, and cleaning supplies for the floor. The floor pantry should keep one complete set of linen that floor over and above what is circulation in the room.

Heavy equipment store:
This will be room to store bulky items. The room should be clean and dry. It should also be securely locked to avoid stealing or pilferage by another department.

Horticulture equipment store:
There are a number of garden types of equipment such as lawnmowers, spades, rakes, and pots that essential to the gardening operation. The larger the landscapes to be tended, the larger the will be storage measurement.

Floor Pantry

Through not attached to the department physically, floor pantries are very much a part of the housekeeping department. These are locked on each floor to keep a stock of linen, guest supplies, and maid’s cart and cleaning supplies for that particular floor. The floor pantry should be tucked away from guests’ view and should be situated near the service elevators. It should have shelves and cupboards for linen and supplies, and sufficient area to park a room maid’s cart. It should have a sink with a water supply.

The sample layout of the floor pantry is given below:

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Layout of Floor Pantry In a Hotel

Since the floor pantry is used to stock expensive items such as linen, it should remain locked at all times when not in use. The key to the floor pantry is kept by the GRA of that floor a duplicate is kept with the floor supervisor.

 

The following should be provided in a floor pantry:
• Cupboards to store guest supplies, cleaning agents, and equipment.
• Shelves and racks to store fresh room linen.
• Linen trolleys to store fresh and soiled linen and for transporting/dispatching the same to the linen and uniform room.
• A notice board to display information regarding expected arrivals, VIPs in the house, extra beds, and guest loan items given to guests.
• A sink with hot and cold-water facilities to wash or disinfect glasses, fill drinking water in flasks, and for flower arrangements.
• Guest loan items such as rollaway beds, cribs, and bed boards.
The forms and records maintained in the floor pantry are as follows:
• Room linen Control Form filled by the floor supervisor daily and sent along with soiled linen to the linen room. The signed copy is received back and filed.
• Copy of Room Linen Exchange Form sent from the Linen Room.
• Room Linen Inventory Form.
• Stores Requisitions Form for requisitioning guests’ supplies, cleaning supplies, and Stationery items.
• Floor Duty Chart
• Floor Maintenance Register that records all the maintenance works that need to be completed on the floor.
• Spring Cleaning Register for the periodic schedule of thorough cleaning of the rooms on rotation.

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Duties And Responsibilities Of Housekeeping Staff

Organizational Hierarchy of housekeeping Department

The hierarchy or Organisational Structure of the Housekeeping Department depends upon:
     1. The size of the hotel
    2. On the basis of the level of service provided
From the housekeeping point of view, hotels can be classified as small and large
hotels. As the size of the establishment increases, the housekeeper requires more
supervisory and operational staff and one of his/her assistants maybe his/her deputy or
first assistant.

Hierarchy Structure of Housekeeping Department in a large hotel

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Hierarchy Structure of Housekeeping Department in a Medium Sized hotel

hotel manament study eshopitalitystudy housekeeping organizational chart

Hierarchy Structure of Housekeeping Department in a small Sized hotel

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Duties And Responsibilities Of Housekeeping Staff

1)Executive Housekeeper/Director of Housekeeping:

The executive housekeeper reports to the General Manager or the Resident Manager or the rooms division manager. He/she is responsible for the overall cleanliness and aesthetic upkeep of the hotel.  His/her duties are:-

  1. Organize, supervise and coordinate the work of housekeeping staff on day- to day basis.
  2. Ensure excellence in housekeeping sanitation, safety, comfort, and aesthetics for hotel guests.
  • Prepare duty rosters and supervise the discipline and conduct of her staff.
  1. Ensure proper communication within the department by conducting a regular meetings with the staff.
  2. Recruit new employees and train them for housekeeping jobs.
  3. Counsel and motivate employees on various duties.
  • Establish and maintain standard operating procedures for cleaning and develop new procedures to increase the efficiency of labor and product use.
  • Search and test new techniques and products in the market.
  1. Maintain regular inventory and checking of furniture, linen, uniform, equipment in the hotel.
  2. Evaluate employee performance for promotions and transfers.
  3. Approval of supply requisitions for the housekeeping and to maintain minimum stock and cost control procedures for all materials.
  • Check the reports, file registers maintained in the department.
  • Provide budget to the management and control of budgets

2) Deputy Housekeeper:

The deputy housekeeper reports to the executive housekeeper. His/her duties are:

  1. Check and ensure that all guestrooms, public areas, back of house areas are clean and well maintained.
  2. Inspect the work done by contractors- pest control, laundry, window cleaning, etc.
  • Prepare staff schedules and duty rotas.
  1. Check periodical stocktaking and maintaining of stock records for linen, uniform, equipment.
  2. Provide necessary information to assist executive housekeepers in staff evaluation, disciplining, termination and promotion.
  3. Develop and implement training programs within the department in consultation with the executive housekeeper.
  • Assist executive housekeeper in forecasting and budgeting for operating and capital expenditure.
  • Take charge of the housekeeping department in absence of an executive housekeeper.

3) Assistant Housekeeper/Housekeeping Manager:

The assistant housekeeper reports to the executive housekeeper. In large hotels, where a deputy housekeeper exists, an assistant housekeeper reports to the deputy housekeeper. In large hotels, the responsibilities of floors, public areas are divided among assistant housekeepers. In the absence of a deputy housekeeper, all the above-mentioned duties and responsibilities are taken over by the assistant housekeeper. His/her duties are:-

  1. Be responsible for the efficient and orderly management of cleaning, servicing, and repairing of guest rooms.
  2. Be responsible for hotel linen and check its movement and distribution to room attendants.
  • Keep an inventory of all housekeeping supplies and check them regularly.
  1. Provide a front office list of ready rooms for allotment to guests.
  2. Organize flower arrangements
  3. Arrange training of staff within the department
  • Update records/ files/ registers etc.
  • Compile the maid’s roster.
  1. Check the VIP and OOO rooms

4) Floor supervisor/Floor Housekeeper:

The floor supervisor reports to the assistant housekeeper. They are responsible for the final condition of the guestrooms on the floors allocated to them. His/her duties are:-

  1. Issue floor keys to room attendants
  2. Supervise cleaning on the allotted floors and areas- including guestrooms, corridors, staircases, floor pantries of the allotted floors
  • Inspection of cleaning in rooms and coordination of the work in floors
  1. Supervise handling of soiled linen to laundry and requisitioning of fresh ones from housekeeping
  2. Report maintenance work on the floor
  3. Supervise spring cleaning.
  • Coordinate with room service for tray clearance.
  • Maintain par stock for the respective floors.
  1. Facilitate the provision of extra services to guests such as baby sitters, hot water bottles, other guest requests.
  2. Report any safety or security hazard to the security department.
  3. Check on scanty baggage
  • Prepare housekeeping status reports.
  • Inform the front office about ready rooms
  • Ensure services offered to VIPs are of the highest standards.

5) Public Area Supervisor:

The public area supervisor reports to the assistant housekeeper. He/ she is responsible for cleaning and inspection of the front of the house areas such as entrance, lobby, guest corridors, and so on. His/her duties are:-

  1. Ensure that all public areas and other functional areas are kept clean at all times.
  2. Ensure all maintenance jobs are attended to in coordination with the maintenance department.
  • Ensure all flower arrangements are placed in appropriate places in public areas.
  1. Ensure banquet halls and conference halls are kept ready for functions and conferences.

6) Night Supervisor:

 The night supervisor reports to the assistant housekeeper. He supervises all night staff engaged in the cleaning of public areas and guestrooms in the hotel. His/her duties are:

  1. Ensure all public areas are thoroughly cleaned at night when the traffic is low.
  2. Plan order of work and direct staff accordingly.
  • Ensure submission of room attendant reports and room status reports.
  1. Provide guest supplies and attend guest requests in the night like providing water bottles, extra beds, towels, etc.
  2. Report safety and security hazards.

7)  Linen Room Supervisor/ Linen Keeper:

The linen room supervisor reports to the assistant housekeeper. His/her duties are:

  1. Responsible for the entire hotel’s linen.
  2. Send dirty linen from laundry after checking.
  • Check laundered linen before giving it for ironing.
  1. Provide linen to the various departments
  2. Maintain a register of linen movements and check linen regularly
  3. Supervise ironing and laundering of linen of the hotel
  • Supervise work of linen room attendants and tailors
  • Make suggestions related to replacement purchases and give requirements of linen to executive housekeepers.

8) Uniform Room Supervisor:

The uniform room supervisor reports to the assistant housekeeper. He/ she is responsible for the maintenance of hotel staff uniforms. His/her duties are:

  1. Responsible for providing clean, serviceable uniforms to the staff.
  2. Keep an inventory control of various uniforms in various stages of use
  • Set budget for procurement of uniforms and materials required for uniform

9) Linen Room attendant/ Linen Room Maid:

Linen room attendants report to the linen room supervisor. His/her duties are:

  1. Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks.
  2. Issue clean linen on a clean- for-soiled basis.
  • Place soiled linen in containers and send these to laundry.
  1. Examine and counts each line item when sends to laundry and again on return.
  2. Send torn articles to the seamstress for repair.
  3. Maintain proper records of discards and determine the percentage of discards.

 10) Uniform Room attendant:

A uniform room attendant reports to the uniform room supervisor. His/her duties are:

  1. i) Issue clean uniforms while receiving soiled ones
  2. ii) Send soiled uniforms for laundering.
  3. Send torn uniforms to the seamstress for mending.
  4. Keep count of uniforms.
  • Shelve laundered uniforms after verifying the types of articles.
  1. Count and record linen.

11) Storekeeper:

A storekeeper reports to the senior floor or linen room supervisor. His/her duties are:

  1. i) Control the stock of equipment.
  2. ii) Issue equipment and cleaning materials as per demand.
  • Prepare requisitions for materials required.
  1. Coordinate with purchase department for procurement of approved materials.

12) Desk Control Supervisor:

 The control desk supervisor reports to the assistant housekeeper. It is the nerve center of the housekeeping department and is manned 24 hours a day.  His/her duties are:

  1. Coordination with the front office for information on departure rooms and handing of clean rooms.
  2. Receive complaints on maintenance and housekeeping.
  • Maintain registers kept at the control desk.
  1. Receive special requests from guests.
  2. Maintain latest reports regarding room occupancy, VIPs, the status of rooms, etc.
  3. Delegation of work to attendants and supervisors.
  • Attend to phone calls received at the control desk
  • Responsible for issuing guestroom keys and maintaining a key register.

13) Guest room attendant/ Room maids/ Chambermaids/GRA:

The guest room attendant(GRA) reports to the floor supervisor. His/her duties are:

  1. Cleans the rooms
  2. Change guestroom and bathroom linen.
  • Make guest room beds.
  1. Replenish guest supplies.
  2. Answer guest requests promptly on the floor.
  3. Responsible for collecting guest laundry.
  • Servicing of rooms in the evening( turndown service) and also provide the second service.
  • Handover lost and found articles if any found in the room
  1. Replenish maids cart with supplies for the next shift
  2. Arrange and stock the pantry with linen and supplies.

14) Head House person:

He /she reports to the public area supervisor. His/her duties are:

  1. Supervises work allotted to the housemen in public areas.
  2. Supervise work of people who clean carpets, wall washers, window washers.
  • Supervise work of chandelier cleaners, Vaccum cleaning machine operator.

15) House persons:

They report to the head house persons or the public area supervisor. His/her duties are:

  1. Shift furniture in public areas.
  2. Clear the garbage’s
  • Polish all brassware in public areas
  1. Clean all doors, windows, and ventilators.
  2. Clean fire fighting equipments.
  3. Clean the shafts and terraces.
  • Clean chandeliers, draperies, and other hard-to-reach areas in public areas.

16) Tailors, seamstress, and upholsterers:

They report to the Linen Room Supervisor. His/her duties are:

  1. Mending and stitching uniforms, linen, upholstery, etc.
  2. Alteration of uniforms if required.
  • Refurnish all damaged upholstery.
  1. Repair guest clothes if required.
  2. Calculate materials required for uniforms and upholstery and purchase accordingly.

17) Horticulturist:

Many large hotels have their own horticulturist, who report to the assistant housekeepers. He/she leads a team of gardeners in maintaining landscaped gardens of the hotel as well as in supplying flowers from gardens for flower arrangements in the hotels. Flowers are used largely to enhance the aesthetic appeal of various areas of the hotel.

18) Head Gardener:

He reports to the horticulturist and maintains landscaped areas and gardens in the hotel. His/her duties are:

  1. Brief, schedule, allot duties
  2. Purchase plant seeds, plantings
  • Purchase and supervise usage of manure and fertilizers.
  1. Maintain watering schedules of plants and attend to problems regarding watering schedules.
  2. Maintain and prepare indoor plants for the hotel.
  3. Supervise and maintain the lawns.
  • Ensure gardeners are handling equipment and tools efficiently.

19) Gardeners:

Gardeners report to the head gardener or the horticulturist. They keep landscaped areas, lawns, and gardens clean and aesthetically beautiful. His/her duties are:

  1. Dig landscaped areas and maintain them.
  2. Plant saplings and seeds
  • Water gardens as per schedules.
  1. Maintain plant nursery and greenhouse.
  2. Prepare potted flowers and potted plants.

20) Florist:

Florists employ their own florist. Providing attractive flower arrangements for the entire hotel is their responsibility. They report to the horticulturist. His/her duties are:-

  1. Collect fresh flowers from gardeners every day.
  2. Purchase flowers from dealers
  • Prepare different flower arrangements for different areas- lobbies, front office, restaurants, guestrooms, banquet halls, etc.
  1. Treat cut flowers so that they last longer.
  2. Maintain flower arrangements by changing water, etc.
  3. Responsible for flower arranging equipment and equipments, accessories, etc.
  • Train the assistant florist.

21) Laundry Manager:

He/she is in charge of the laundry and the Laundry Manager reports to the Director of housekeeping. He/she is responsible for the entire functioning of the laundry and dry cleaning unit. He /she should have good knowledge of fabrics and chemicals and laundry machines.

22) Laundry Supervisor:

He/she is in charge of the functioning of the laundry in the absence of a laundry manager. He must have knowledge of all the aspects of the laundry equipment, chemicals, and fabrics.

23) Dry cleaner and washers:

He/ she is in charge of dry cleaning the hotel linen and guest clothing and the washer does the laundering of the linen, uniforms, and guest clothing.

24) Laundry workers:

They are the staff of laundry who perform the following duties:

  1. Spot stained fabrics before loading them into washing machines.
  2. Load soiled linen into washing machines, feed in the right amount of detergent and other laundering chemicals.
  • Load washed linen into dryers.
  1. Clean equipments after use.
  2. Sort soiled linen according to fabric types, colors, degree of soiling.
  3. Transport soiled linen from linen room to laundry and fresh linen from laundry to linen room.

25) Valet/ Runners:

“Valet service”  means that they take care of guest laundry. They report to the linen room supervisor. They are responsible for collecting soiled guest laundry and delivering fresh guest laundry.

AREAS OF RESPONSIBILITY OF HOUSEKEEPING

  • The primary function of the department is cleaning and servicing of guest rooms, suites, corridors, elevators, service and clean floors, stairways, ;public and banquet areas, staff cloak rooms, and back areas except the kitchen area.
  • The organization and co-ordination of the work,
  • Staff training,
  • Duty Rota,
  • Implementation of management and company policies in the department,
  • Guest and staff laundry and dry-cleaning,
  • Shoe cleaning facility
  • Floral arrangement,
  • Special decorations,
  • Operating linen room and Uniform room,
  • Mending linen and uniform,
  • Lost and found
  • Maintaining inventories and records
  • Purchasing:
    • cleaning agent
    • cleaning equipments
    • linen: table and bed & bath
    • furnishings
  • Special cleaning
  • shampooing
  • Annual budget
  • Interviewing prospective candidates
  • Maintaining good working staff moral
  • Assessment of staff
  • Issue loaned article to guest
  • Dealing with guest queries
  • Baby sitting

PERSONALITY ATTRIBUTES OF HOUSEKEEPING STAFF

There are certain qualities that a housekeeping staff should possess to perform the housekeeping functions which are sometimes more important than the skill too.

  1. Pleasant personality– The staff should have a good presentation of one’s own self when interacting with guests. This reflects the quality of service and standards in an establishment.
  2. Physical fitness- The housekeeping staff should go through a thorough medical examination and should be fit to perform the housekeeping functions.
  3. Personal Hygiene- The housekeeping staff should have healthy skin, clean hair, eyes, teeth, nose, nails, and fingers, etc.
  4. An eye for detail- The staff should possess the power of critical observation to make a flawless room and a keen sense to inspect rooms for perfection.
  5. Cooperation- The staff must cooperate with staff of other departments for teamwork and more efficiency.
  6. Adaptability- The staff should be able to adapt to new ideas and accept changing situations willingly
  7. Honesty- The housekeeping staff need to have this quality as they have access to all the rooms and guest belongings are left lying around. They also deal with various kinds of guest amenities that are very expensive. So, they should have inherent discipline and integrity.
  8. Tactful and diplomatic- The housekeeping staff must handle guest requests and complaints. The guests are fussy and can make unusual requests. The staff must be tactful and diplomatic to handle these requests.
  9. Right attitude- The staff should have a right attitude that displays an even temper, courtesy, and good humor, and optimism in nature.
  10. Calm Behavior- Should be able to handle situations with composed personality and humbleness and politeness.
  11. Courteous- Should be courteous to both guests and colleagues
  12. Punctuality- Should have respect for a time during working hours as this reflects on his/her sincerity.
  13. Good memory- Should have a good memory to remember staff likes, dislikes, needs, and wishes of guests and especially repeat guests.
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Importance Of Housekeeping In Hospitality Operations

Housekeeping refers to ‘keeping of the house and includes all those factors which lead to comfort, cleanliness, and service of the people occupying the particular place, be it a hotel, resort, or a clubhouse. It begins with the cleaning of all furniture and furnishings, to their upkeep and maintenance, their selection and purchase, and eventually their replacement. It takes more manpower and technique to accomplish housekeeping’s almost countless functions than those of any other single department of the lodging industry.

The hospitality industry caters to two basic necessities – food and shelter. The standard of housekeeping plays an important role in the reputation of any establishment. Clientele repetition depends mainly on the level of cleanliness and upkeep of all areas. Guests go to any hotel for food or lodging, and both these services are emphasized by cleanliness, décor, and new ideas. Studies indicate that guests give their main reason for returning or not returning to a hotel, to the cleanliness of the hotel. If the place is clean, not only will the guests come back but will also talk about it and recommend it to others.

The objective of the housekeeping department is guest satisfaction. For this, the ‘sales appeal’ of the guest rooms and public areas has to be maintained and the surroundings should be:

CLEAN

COMFORTABLE

ATTRACTIVE

SAFE

Clean: The primary function of housekeeping is cleaning rooms and public areas. One cannot feel comfortable in an environment that is not clean and well ordered. One should also use clean and correct methods for cleaning. Even though undesirable architectural features and traffic problems may complicate the task, a combination of efficient procedures, appropriate tools, and trained staff can provide sparkling interiors. For e.g. even a costly cut-glass ashtray loses its appeal if filled with used cigarette butts.

Comfort: Similarly neatness is of no use if there is no comfort. The housekeeping department contributes to the comfortable furnishings and every minute tasks related to the convenience of the guests. For e.g. a sofa might be clean, but if not stuffed well or if the springs have become slack, no one would like to sit on it. Since the definition of comfort is a personal matter, it includes soft pillows as well as hard ones, soft mattresses as well as hard-boards. The linen provided is also very important as guests can feel the linen(bed sheets, towels, etc.)  and inferior quality would make the guest feel unhappy.

Attractive: The décor of every room is important. Every guest room should have its own mood and color and design are mood makers.  Thus a well decorated, clean, and well-maintained surrounding is largely responsible for high occupancy rates. Some housekeepers take full responsibility, some take assistance from a professional designer and achieve a balance between beauty and practicality.

Safe: Another aspect of housekeeping is ensuring the safety of the guests. The housekeeping staff tries their utmost to ensure that the guest is not in danger, or susceptible to any accidents. They should be alert to accident-causing conditions- loose tile, wobbly chair, burnt out exit light and get them rectified immediately. They also come very close to the personal items and documents of the guests during the cleaning of the rooms. Hence it is their responsibility to keep all the personal information a secret.

Along with clean, comfortable, attractive, and safe surroundings, the staff of the housekeeping department must also offer the guests a prompt, friendly and courteous service, and be of assistance whenever required. Not only must the equipment and methods be as clean as possible, but also the person who is doing the cleaning. Great care must be paid to the personal hygiene of all the staff

To achieve all the above requirements, housekeeping has to plan their inputs of cleaning agents, types of equipment, manpower, etc.

In the hotel, industry pressure has built up because of the tremendous increase in costs, not only in building but also recurring costs of repair and maintenance. Housekeeping like all other indirect cost departments is involved in the struggle to keep the operating cost low, so as to maintain profitability. More important than costs is to meet the demands of today’s guests. Maintenance and cleanliness of the hotel is one factor that precedes all others if profit is to continue. No amount of advertising, entertainment, and glamour will compensate for poor housekeeping. Good housekeeping is a great asset to marketing as a well-kept house becomes word mouth publicity.

Another important aspect of housekeeping that tends to be overlooked is that this is the only department with legitimate access to almost every area of the hotel, and thus obtains a singular view of the entire operation, including an almost unique insight into the ways that a guest might react to a facility, it’s personnel or services. The housekeeping can be the eyes and ears of the management. Therefore the housekeeper’s opinion and suggestion must be seriously considered.

Like in any other industry, the hotel also has a line of products to sell, and the quality, value, and price of these products will decide if the business will be successful or not. In hotels, this product line includes a lobby, meeting rooms, restaurant, banquet rooms, etc., but the principal product is the guest room. Impressions are enhanced or completely destroyed as the guest moves from the reception counter, along the corridors towards the room.

Guest rooms are the heart of the hotel and a good professional housekeeper attaches a great deal of importance to their upkeep, quality of service, and the appearance and courtesy of all housekeeping personnel. Comfort and design may impress the guest, but the attitude and approach of the staff will decide the success in getting a potential customer.

A guest spends more time alone in his room than he spends in any other part of the hotel, and hence he can check up the cleanliness if he wants to. If he finds that it is only surface cleaning, he loses confidence in the hotel and its methods. If a guest opens a drawer or cupboard and finds it not clean he would not feel like putting anything in the drawer. Also if there is anything forgotten by the last guest it proves careless checking and can really annoy a guest. A stained dirty or unfresh-looking carpet upsets a guest if he wishes to walk barefoot. Within the room special importance is given to the cleanliness of the bathroom as it is a breeding space for germs.

Also if the guest lets the room attendant clean his room while he is there and sees dirty methods like cleaning glasses with dirty dusters he would be feeling disappointed. So staff training and supervision can achieve and uphold high standards.

The International Traveller is a very fussy traveler so housekeeping plays a vital role in creating an impression of the hotel. Modern room supplies and services like express laundry and dry cleaning services show a guest that the hotel is considering the comfort and wishes to please him.

Not only does the resident guests get a large share of their impression of a hotel from the housekeeping through the rooms but also the guests who come to the restaurants and bars, guests invited to a function in the banquet halls, guests visiting the spas can feel the cleanliness level in the hotel from the lobby, public areas, restaurants, toilets, facilities, uniforms of staff and judge a lot about the hotel. Therefore we can conclude that this department contributes greatly to guest impressions of a hotel and is open to general inspection and cannot hide poor service.

If we look at any hotel from outside we can see that much visually seen is rooms and as rooms and public areas are completely under the maintenance of the Housekeeping Department to neglect this department is to neglect the building and property. Though maintenance is also involved in the maintenance and upkeep of the hotel it’s the duty of the housekeeping department to inspect the rooms and public areas and inform the maintenance department of the faults.

The importance of housekeeping’s responsibility in the area of operating costs cannot be overlooked. The housekeeping department is the single largest employer in the hotel (labor and material). The housekeeper must be involved in day-to-day management planning.

Housekeeping consultants must be involved from the very initial planning stage of construction. Housekeeper’s view must be obtained in the methods and cost of maintaining new or renovated structures, etc. She/he should be involved in meetings with the architects, design interiors, and interior decorators.

Management must give serious consideration to the allocation of building space to housekeeping functions. Since every sq.-ft. is revenue producing, often building planning teams do not understand the functioning of the housekeeping department well enough to allocate adequate space. Before any new facility planning, it is necessary for the management to decide how extensive its housekeeping functions are going to be; what guest room conveniences will be provided, so that there is enough storage space, etc.

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Source : Tripadvisor
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