104

HOTEL HOUSEKEEPING I
UNIT-1
Introduction to Hotel Housekeeping

Hotel & Catering Industry

Functions & responsibilities of HK
Need of an organization structure and lay out of housekeeping department
Organizational structure of HK dept
Duties and responsibilities and job description of HK personnel
Role of Executive Housekeeper
Qualities and attributes required for HK personnel.
Daily routines and systems of HK department
Interdepartmental coordination
Desk control records, registers, lost and found
keys, types and control of keys,

UNIT 2
Cleaning Procedures (Basic, Rooms and Public Area)

Cleaning equipment
Cleaning agents
Classification, selection, use, mechanism, care and maintenance
Methods of cleaning(Conventional ,Group and Block cleaning
Types of cleaning daily cleaning , periodical cleaning, spring cleaning
Make up of a guest room Occupied room, vacant room, departure room
Guest room Inspection,
Neglected areas
Rooms under repair
Standard contents of a guest room, placement, frequency of change
Floor pantry
Cleaning public areas entrances, lobby, front desk, corridors, elevators, public
restrooms, swimming pool, dining and banquet rooms, administrative office, exercise
rooms, employee rooms

UNIT 3
Linen, Uniform

Classification of linen, sizes selection criteria for the linen items and uniform functional
and aesthetic consideration
Activities of the linen room
Establishing par stock for linen and uniform
Location, equipment and layout of a linen # and uniform # (basic rules)
Purchases of linen/ linen hire-quality and quantity
Storage, issuing of linen and uniform and inspection
Stock taking procedure and records
Handling condemned linen, Marking and Monogramming

UNIT 4
Laundry Management

Importance and principles of laundry

Flow process of on premise laundry

Equipment, layout and planning of laundry (basic rules)

Ph scale and its relevance in laundering
Dry cleaning
Guest laundry services offered, collection and delivering
Stain removal

UNIT 5
Pest Control and Environmental Concerns

Different types of pests found in hotels

Areas of Infection
Prevention and control of pests
Responsibilities of housekeeping in pest control
Environmental services nature of the profession
Elements of the environment, ecology and pollution
The housekeepers role in environment concerns

Reference Books

Hotel House Keeping Training Manual.By Sudhir Andrews

House Keeping Management.By Margaret M. Kappa

UNIT-1
Introduction to Hotel Housekeeping

Hotel & Catering Industry

Functions & responsibilities of HK
Need of an organization structure and lay out of housekeeping department
Organizational structure of HK dept
Duties and responsibilities and job description of HK personnel
Role of Executive Housekeeper
Qualities and attributes required for HK personnel.
Daily routines and systems of HK department
Interdepartmental coordination
Desk control records, registers, lost and found
keys, types and control of keys,

INTRODUCTION
HOTEL & CATERING INDUSTRY
A CONCISE HISTORY OF HOTEL KEEPING
In medieval Europe, before the advent of the hotel industry, monasteries
traditionally offered hospitality to travelers. Donations were made on a voluntary
basis. In those days, the Christian monasteries, which were mostly wealthy
organizations, functioned to a certain extent as charitable institutions. Their main
aim, however, was to offer hospitality for pilgrims and for this purpose, the
monasteries were usually located at the site of holy places.
The first commercial venture in the field of hotel keeping was the European
inns, specifically designed as profit making businesses. These inns were always
situated in a town or city. In those days, most travelers were merchants.
With the advent of stage coaches, wayside inns sprung up between towns &
these were usually larger than the city inns. The mode of transport throughout
history has greatly influenced hotel keeping. With the advent of railways came
station hotels; with the advent of aircrafts airport hotels were built, motor ways and
extensive road travel necessitated the construction of motels while boats and ships
are, in fact, floating hotels.

GROWTH & DEVELOPMENT OF HOTEL INDUSTRY

The rise of Hospitality Industry, previously known as Inn keeping, goes back to
some 12000 years after the invention of Wheel; however from a practical stand
point inn keeping as such was not possible until the adoption of a standardized
medium of exchange.
With the invention of wheel people started moving from one place to another
for the purpose of trade. But that movement used to be very slow & hence
returning home the same day was not quite possible. Therefore the concept of inns
came into light; where the natives used to let the travelers stay in their homes for a
night or so and used to provide them with meal & shelter. In return the travelers
used to give them some of the things they used to trade as a token of thanks for
their hospitality. Earlier inns were nothing more than small parts of private
dwellings.
With the establishment of money at some time in the 6 th century B.C. came the first
real motive for people to trade and travel. Then as the travelers radius of
movement widened, his need for lodging became greater. That time the inns were
self-serviced institutions, rarely clean & more often than not they were run by
disreputable and unprogressive landlords. These conditions prevailed with little
change for several hundreds of years.
Industrial revolution progress
The industrial revolution in England brought new ideas and progress in the
business of inn keeping. During the era from 1750 to 1820, English inns gained
the reputation of being the finest in the world. Their early development was
centered in and around London where inn keepers increased services,
maintained standards of cleanliness and to some extent catered to guests. As
highways were improved the new ideas that originated in the metropolitan areas
were adopted by the country-side inns. The inns of England reached their peak
of development during 1850s and then as the parabola goes this progress
declined.
American inns
In the British or European colonies the early inns were patterned directly after
those of the mother country. But shortly after the revolution, these American
inns were the largest in the world and were well on their way to offering the
finest services available anywhere. By 1800 it was evident that U.S. assumes
leadership in the development of modern first class hotel. While European
hotels operated with the idea that only aristocracy was entitled to luxury and
comfort; American hotels were run for anyone who would take advantage of the
hotel services as long as he could pay for them and the rates were well within
their limit. This was a success factor for common business class people who
had the American habit of living permanently in hotels.
1st Building for hotel purposes in U.S.A
The real growth of the modern hotel industry took place in United States of
America beginning with the opening of the City Hotel in Newyork in 1794.
This was the first building specially erected for hotel purposes. This eventually

led to great competition between different cities and resulted in frenzied hotel
building activity. Some of the finest hotels were built in this era like Tremont
House in 1829 was known as the Adam & Eve of the modern hotel industry. It
was a first class hotel built in Boston (USA). At the close of 19 th century there
was the Waldorf Astoria in Newyork which was one of the known luxury
hotel. The real boom in hotel building came in the early 20 th century. In 1908
the Buffalo Statler was built in USA under the guidance of Mr. E. M. Statler
as a chain operation and was the start of the Statler chain of hotels.
Depression In 1930 in the world
After 1st world war there was a depression in 1930 which had a disastrous effect
on the hotel industry known as declining period of hotels. But after Second
World War during 1939-45 and till 1950, there was again an upsurge in hotels.
Motels & International Chains
In 1950s there were 2 new concepts emerged Motels (hotel for motorists) and
International Chains (hotels in different countries). While the growth of motels
was restricted to the north American continent; International chain operations
spread into all continents. Individual entrepreneurs found themselves crushed in
this race for a multi-dimensional, multinational industry. International chains
could provide the expertise, technology and marketing thrust that individual
owners could not provide. Individual owner thus merged themselves with large
international chains such as Sheraton's, Hilton's, Hyatt, Holiday inn, Ramada
inn, etc. These international chains provided partnerships, franchise,
management and marketing services to individual owners.

TRADITION OF HOSPITALITY IN INDIA

In the traditional literature of India, there are many references which reflect that
hospitality was deeply ingrained in the culture. It was offered on an individual or
village basis and was not organized as in the present times.
Later, Buddhist monasteries took up the task of providing food and lodging
for travelers. It is noted that in the reign of Chandragupta Maurya, inns and guest
houses were established. Later, universities established their own guest houses.
Dharamshalas were also widely built near Hindu holy cities.
With the construction of the Grand Trunk Road in the Moghul period, inns
or serais became a notional feature. Most of these establishments were also
involved in the postal services as mail was sent on horseback via the Grand Trunk
Road. This road was responsible for huge increase in the number of inns in India.
In northern India, large caravan serias were established in the time of Akbar
to facilitate expansion in trade. During the British rule in India, Dak bungalows
came into being as lodges for government officials on tour as well as for tourists
when accommodation was available. Some of these bungalows are still in
operation.

VARIOUS TYPES OF HOTELS AND SERVICES OFFERED

A Hotel is a place that offers accommodation with or without other services like
Food & Beverages, Valet Service, Laundry, etc. for sufficient money to enable the
hotel to make a profit. The Hospitality which means serving people with courtesy
follows the concept of creating Home away from home for the guest.
Guest is the person or the customer who would like to avail the services offered to
him for the amount charged to him.
The three main services that hotels have to provide are:
Accommodation
Food
Beverages
HRACC stands for Hotel and Restaurant Approval and Classification Committee.
This is an international body which gives the grading & star ratings to a hotel.
Hotels are graded according to the facilities they offer in terms of space,
furnishings and amenities such as swimming pools, leisure centers and so on. They
are marked from five stars to one star, according to the size or the degree of luxury
they offer, and to some extent, on the basis of design and location. Five stars are
the highest and most luxurious among hotels and one star implies the simplest
style.
Hotels tend to vary a lot across countries. They vary according to location,
size, clientele type and services offered. A brief representation of Hotels
classification chart is given in fig.1.1.

Fig.:1.1

Nowadays, there is a tendency for the top executives, who travel extensively to
demand the highest standards in services, so some companies have upgraded
certain floors as a business center, lounge, bar, sauna and library (business nature).
They stock in the lounge a large selection of international review and newspapers.
Some companies are building small up-scale hotels with great care for all details
and very high charges for guests. There are even some hotels that are all suite
hotels.
Hotels can offer varied facilities for their guests and there are great
differences in the types of hotels. When it comes to hotel keeping there are no hard
and fast rules regarding what is correct or otherwise.

ORGANIZATION OF HOTELS
The organization of each individual hotel is slightly different because of the size,
type of hotel and the layout.
Smaller hotels tend to have less specialized departments than larger ones and
in smaller hotels there can be doubling-up of jobs, e.g., the Receptionist may also
have to handle other areas like Cashiers, etc. or people cleaning rooms may also
have to clean other areas such as banqueting rooms.

Hotel organization means the organized system of a hotel which includes its
departments, sub-departments, management & personnel. All organizations require
a formal structure to carry out their mission & objectives.
Organizational Chart An Organization chart or Hierarchy is a schematic
representation of the relationships between positions within an organization. Every
hotel has different organization chart but every type has 3 main basic levels. These
are
The Top Management Level This team includes the CEO, MDs, Board of
Directors, President, Vice President, Chairman, General Manager, Directors
of Operations, HODs, etc. These are people who do the Planning,
Organising, Coordinating, Staffing, Directing, Controlling & Evaluating
work to reach Hotel goals.
The Middle Management Level This team includes the Managers,
Assistant Managers, Shift In-charge and Supervisors who does the
implementing & supervision of activities, systems, & procedures laid down
by the top management.
The Line Staff Level This team includes the actual work force or working
people who does the ground level duties. It includes all the Assistants,
Attendants, Workers, Helpers, Technicians, Casuals and Trainees.
Hotel Management Every hotel needs a general manager to coordinate with all
the departments and to make decisions related to management and policies. If a
hotel belongs to a chain, then certain policies are often decided at the head office.
If a hotel is a private one, often the general manager makes all the decisions. In a
large hotel, a general manager has an assistant with at times the title of Assistant
general manager or Resident manager and sometimes Executive assistant manager.
Fig.:1.2

Given in fig.1.2 is a suggested organization chart for a large international hotel.

Hotel Divisions Any star category hotel has three main divisions of departments.
These are categories of departments which work in close coordination. These may
be classified depending of the nature of preferred work. The departments in a hotel
are categorized as shown in fig. 1.3

ROOMS
DIVISION

FOOD &
BEVERAGE

ADMINISTRATION

Front Office
Housekeeping
Security
Engineering
Sales & Marketing

F & B Production
F & B Service
F & B Controls
Kitchen Stewarding
Banquet Sales

Human Resource Department

Accounts
Purchase
Materials (Stores)
Corporate

Fig. 1.3

Departments in a Hotel Each functional unit of a hotel is called department. It

can be categorized on the basis of Guest interaction & Revenue generation.
On the basis of Guest Interaction, there are 2 categories Front of the House departments These are those in which the employees
have direct guest contact. For e.g. Front Office, F & B service, etc.
Back of the House departments These are those in which employees have
less direct or indirect guest contacts. For e.g. Housekeeping, Engineering,
Kitchens & other administration areas.

On the basis of Revenue generation or Profit making, it is divided as

Revenue Centers These are revenue generating departments which directly
sell goods or services to guests and generate revenue or profit. For e.g. Front Office, F & B Service outlets, Laundry, etc.
Support Centers These are the departments that does not directly generate
revenue but plays a supporting role for the Hotels revenue centers. For e.g.
Housekeeping, Accounts, Kitchens, Security, etc.
The number of departments varies from one hotel to another. Each department may
have its own Manager. Rooms division tends to be the largest division of
departments. It includes housekeeping, front office, laundry, security, engineering
etc.
Food & Beverage division is generally the next largest. But in case of hotels with
huge banqueting business and many food and beverage outlets, this can be the
largest. It includes all units related to food and beverage operations like restaurants,
bars, kitchens, stewarding, banqueting & controls, etc.
The administration division or ancillary unit of departments has all the other
departments that work directly or indirectly for smooth running of hotel operations
like purchase, stores, accounts training and human resource department.

INTRODUCTION TO HOTEL HOUSEKEEPING

Hotels are commercially operated for the guests who have a choice of where to
stay and pay for the accommodation and services received. The housekeeper has to
bear in mind that the guests must be attracted to the establishment, so marketing
and selling are important factors. Further more amenities and service must be
geared to meet the demands of the market to which the hotel caters. Within hotels
the housekeeping department provides cleaning and domestic services.
Housekeeping is defined as a provision responsible for the cleanliness,
maintenance and aesthetic upkeep of the hotel. Housekeeping literally means to
keep a clean, comfortable and safe house. In hospitality industry there is an entire
department which looks after this and known as Housekeeping department. Being
mainly associated with Guestrooms or Guest accommodation, it is also called
Accommodation Department in many hotels. It is one of the major departments
and known to be the Backbone of the establishment.
Importance of Housekeeping
Housekeeping is the most important department in a hotel, as people want to
stay in a clean hotel. It is the biggest physical area in many hotels. Housekeeping is
responsible for maintenance of a clean, pleasant and orderly environment.

The housekeeping department is the nerve centre of the hotel. It is

responsible for cleanliness, maintenance and aesthetic upkeep of the hotel. It takes
a well organized approach and technical understanding to enable housekeeping to
cope with the volume of work. Housekeeping standards have a direct bearing on
forming an everlasting impression and impact in the mind of the guest. It not only
prepares clean guestrooms on a timely basis but also cleans and maintains
everything in the hotel so that the property looks as fresh and attractive as the day
it opened for business.
Standard cleanliness is the basic responsibility of the housekeeping
department. Repeat clientele and generation of maximum revenue depend upon the
efficient and smooth running of the housekeeping operation. To have such
efficiency, there should be a proper network, so that maximum service can be
provided to the guest and for this, each one should put in ones best efforts. Room
and area dcor, facilities in the room, safety and hygiene factors, etc. are
maintained and monitored by housekeeping. Its efficiency should lead to comfort
and well being of the guest which make them return to hotel again.
Housekeeping contributes to savings in terms of controlling labour cost,
cleaning materials and equipment cost, furnishings etc. It anticipate and provides
the specific requirements of each guest and their basic need of comfort and
security. As per the saying First impression is last impression, the housekeeping
takes care of this impression to make it lasting.
Functions of Housekeeping
The function of a hotels housekeeping department is to provide, organize
and control cleaning, linen and laundry and servicing rooms throughout the hotel.
The standard of this work and particularly the type and amount of room servicing
provided will depend upon the level of accommodation provided. The provision of
these services will be reflected in the tariff for each room. The main functions of
housekeeping are to ensure cleanliness and comfort in a safe and secure
environment as nothing sends a stronger message than the cleanliness of a hotel.
The hotels image can be made or unmade in the eyes of the guests by the staff of
the housekeeping department, and thus their role is extremely important. It
provides services economically and efficiently and promotes the comfort of the
guests, staff and visitors.
Housekeeping assists in the maintenance of the fabric of the building, while
contributing to a safe and healthy environment. It is responsible for cleaning and
maintenance of all guestrooms and public areas of the hotel including both back
areas like offices, employee locker rooms, service areas etc. and front areas like
lobby, coffee shop, restaurants, banquets, swimming pool, cloakrooms etc. Linen
and uniform room section of housekeeping provides uniform to entire hotel staff
and linen items like table clothes, bed sheets, pillow covers, towels, etc. to
guestrooms and Food & Beverage outlets. Depending upon the size of the hotel
and the type of guest it caters, many hotels have provision for In house laundry to

take care of laundering operations like washing, dry cleaning, pressing etc. of hotel
linen, staff uniforms and guest laundry. The laundry section is also a part of
housekeeping department. In case the laundry is commercial, even so the
housekeeping looks after the processing of linen and uniforms.
To maintain the decorative value of the building and surrounding areas,
housekeeping provides landscaping, maintain gardens and greenery, indoor plants
as well as floral decoration of the entire hotel, through in house or contract services
of Horticulture and flower room. It also contributes to the Interior designing and
decoration of the hotel by selection of furnishings, fixtures, furniture, etc.
Housekeeping is also responsible for Pest control by ensuring that there are
no insects, pests or any infestation in the hotel. Providing extra services such as
valet, personal attendant, baby sitting, etc. are optional housekeeping services
depending on hotel to hotel.

*********

LAYOUT AND ORGANIZATIONAL STRUTURE

INTRODUCTION
The housekeeping department in a hotel is responsible for the maintenance,
cleanliness and aesthetic upkeep of the hotel. Just as the nomenclature signifies,
the role of housekeeping is to keep a clean, comfortable and safe house. It is an

extension of basic home-keeping multiplied into commercial proportions.

Therefore, just as we enjoy keeping a sparkling home for ourselves and guests who
visit us at home, the housekeeping department takes pride in keeping the hotel
clean and comfortable, so as to create a home away from home.
The concept of housekeeping is simplistic but when one considers maintaining a
house of several hundred rooms and numerous public areas, the task becomes
gigantic. It takes a well organized approach and technical understanding to enable
housekeeping to cope with the volume of work.
A hotel survives on the sale of rooms, food and beverage and other minor operating
services such as the laundry, health clubs, etc. The largest margin of profit comes
from room sales in a hotel, because a room, once made, can be sold over and over
again. A good hotel operation ensures optimal room sales to being in the maximum
profit.
The room sale is dependent on, apart from several other things, i.e., the quality of
room dcor, room facilities, cleanliness of the room and how safe it is. To make a
room appealing to a guest is the task of housekeeping which has to ensure the basic
human needs of comfort and security.

BASIC LAYOUT OF THE HOUSEKEEPING DEPARTMENT

Various sections and sub-sections under housekeeping departments-

Fig. 1.4- Section & sub-sections of Housekeeping Department

Fig. 1.5 Layout of Housekeeping Department

The layout of the housekeeping department is the physical demarcation of areas in

the department. A well planned layout enables smooth operation of the department
and depends upon size of the hotel and space availability. There are various factors
that needs to be considered when deciding on the area and layout, such as 1. Total number of Guestrooms
2. Number of function rooms and number of Food & Beverage outlets.
3. Amount of manpower required.
4. Volume of business anticipated.
5. Number of jobs contracted out.

6. Flow of traffic (people and equipments)

Figure 1.5 shows the layout of a standard housekeeping department in a 5 star
category hotel. The floor pantry and public area pantries are also a part of
housekeeping layout but not necessarily designed along with other sections of
housekeeping because of their usage and positioning.
Housekeeping sections and sub-sections are normally situated in the basement
floors of a hotel building (below ground floor level) to facilitate the departments'
various activities. The following areas constitute the layout of a housekeeping
department.
1. Executive Housekeeper's Office The EHK is the Head of the department
and thus should have an independent cabin which becomes the
administrative center of the department. It is usually a glass paneled office
with blinds to provide privacy at times such as planning department work,
counseling staff and holding departmental meetings etc. The glass panel
helps to give a view of the department's thoroughfare. The office has a single
entry-exit door where entry is controlled by the secretary outside. Ample
built-in shelves and cupboards with locks should be provided to store files,
records and samples etc.
2. Administration Assistant cabin A smaller cabin is provided for the
administration assistant or secretary, preceding the EHK's office, to enable
the secretary to control all administrative activities and the movement into
the Housekeeper's office. Storage area for documents is essential in this
cabin. This area is also used by the Deputy housekeepers for any desk work.
3. Housekeeping Control Desk Also called Desk control room, it is the hub
of inter and intra-departmental communication. It should normally adjoin the
EHK office as this is the point from where all information concerning the
department is sent out and received and where all staff report for their duty
and sign out at the end of their shift. This room should have a desk or cabin
desk with chair and preferably more than one telephone line to ease off the
incoming call pressure from the guest as well as staff. This desk is manned
24 hours a day. The control room have a large notice board to pin up
information for staff. It should also have storage shelves for registers, files
and keys.
4. Lost and Found section This is usually an area set aside in the desk
control room, away from the thoroughfare and high traffic areas, secure,
cool and dry. A cupboard with a good locking mechanism should be
provided here for storing the lost and found articles so that they may be
claimed later.

5. Housekeeping Supply store It is the area which is used as a storage room

to keep Guest room supplies like soaps, toiletries, stationary, cleaning
supplies, etc. as well as for extra room compliments and supplies such as
Iron and ironing board, heaters, hair-dryers, first aid kit etc. These things can
be issued on a daily or weekly basis. It should ideally be clean, dry and
securely locked.
6. Upholstery shop and Furniture store This is the space provided to store
and repair new or old furniture such as sofas, cushions and fittings like lamp
shades etc.
7. Flower room This should be an air-conditioned room to keep flowers
fresh for the flower arrangements required by the hotel. It should have a
work table, counters, a sink, adequate water supply, walk-in freezer and
cupboards to store equipment, containers and other accessories. Some hotels
have an attached horticulture store to keep gardening equipment.
8. Linen and uniform room This is the room where current linen and
uniform in circulation is stored for issue and receipt. The room should be
large, airy and free from heat and humidity. As linen is expensive, therefore
it should be secure and offer no pilferage. It should have adequate shelves,
easily accessible, to stack all linen and adequate hanging facilities for
uniforms as many of them are best maintained when hung. The linen and
uniform room should have a counter across which the exchange of linen
takes place. The room should preferably be adjoining the laundry so that the
supply of linen to & from laundry is quick and smooth. Many large hotels
prefer to have a separate uniform room and a dedicated linen room since the
uniformed workforce is large.
9. Linen store - This room is a part of linen room used to keep new and rarely
used linen items and un-stitched uniform materials. It also stocks fabric and
materials for soft furnishings, linen and uniforms to be stitched. The stocks
of linen should be enough to replenish the entire hotel once over. Since the
stock is used only when the linen in current circulation falls short of par, the
area should be provided with shelves and racks to store linen for a longer
time. The room should be cool, well-ventilated, and free from dampness.
10.Tailor room / Sewing room - This room is kept for house tailors who attend
to the stitching and mending work of linen, uniform & guest request items.
This room also used for repair work of soft furnishings. It should be large
enough to accommodate sewing machines, an ironing table, and space for
items to be repaired.

11.Laundry - It is the area used for collecting, washing & ironing hotel linen,
staff uniforms & guest laundry. It is a huge area with various types of
equipment & machines to handle the work load.
12.Public Area Pantry - An area located in a corner in public areas that is used
for servicing & keeping necessary cleaning supplies for various public areas.
(Fig. 1.7) There may be more than one pantry in public areas. These should
not be visible to the guests and kept locked when not in use.
13.Floor Pantry - Though not attached to the department physically, floor
pantries are very much a part of the housekeeping department. These are
located on each guest floor to keep a stock of linen, guest supplies, cleaning
supplies and maids cart for that particular floor. A floor pantry stores a
complete set of linen for the whole floor over and above what is already in
circulation in the rooms. The floor pantries should be tucked away from
guests view and should be situated near the service elevators. It should store
all housekeeping items so that the housekeeping staff do not have to keep
going back to the housekeeping department or linen room for any item. It
should have shelves and cupboards for linen and supplies, and sufficient area
to park a room maids cart/trolley. It should have a sink with water supply. A
sample layout of a floor pantry is shown in figure below.(Fig. 1.6)
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 and 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 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 arivals, VIPs
in the house, extra bed 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.

Fig.:1.6
Fig.:1.7

ORGANIZATION OF HOUSEKEEPING DEPARTMENT

NEED FOR AN ORGANIZATION:
Organization is the process of identifying and grouping the work to be performed,
defining and delegating responsibility and authority, and establishing relationships
for the purpose of enabling people to work more effectively in accomplishing
objectives. Organizing refers to the systematically structure the department staff
according to an organized approach and technical understanding to divide the work
load. If the whole establishment has to work as one unit, it is important that there
are clear lines of authority and good lines of communication. Organizational
structure or Hierarichal chart is a schematic representation of the relationships
between the various levels of positions within an establishment, showing where
each position fits into overall organization and illustrating the lines of authority,
divisions of responsibility and degree of delegation.
The organizational structure of a housekeeping department - whether in a small,
medium or large hotel, - is depicted using an organizational chart. The
housekeeping department in a hotel is headed by the executive housekeeper.
She/he reports to the general manager, or to the resident manager, or the rooms
division manager in a larger hotel. In the case of a chain of hotels, the executive
housekeeper also reports to the director of housekeeping, who heads the
housekeeping departments in all the hotels of that chain. The deputy housekeeper
assists the executive housekeeper and, depending on the size of the property, there
can also be assistant housekeepers and supervisors who look after the various areas
of responsibility in the hotel, such as floors, public areas, linen room, desk control
room, etc.
The organizational structure or chart or hierarchy of the housekeeping department
varies in different type of hotels depending on the size of the hotel or the no. Of
rooms and public areas. Given below are the organization harts presented for small
(Figure 1.8), medium (Figure 1.9) and large (Figure 1.10) sized hotels.

Fig. 1.8- Organization chart of a Small hotel

Fig. 1.9 - Organization chart of a Medium size hotel

Fig. 1.10 Organization chart

of a large size hotel

HOUSEKEEPING PERSONNEL
Housekeeping staff can be divided into three categories:
Managerial Executive Housekeeper, Deputy housekeeper, Assistant
Housekeeper,
Supervisory Floor Supervisor, Linen & uniform room supervisor, Public
area supervisor, Desk controller, Flower room supervisor, Horticulturist,
Skilled / Unskilled line staff
Room
attendants,
Head
Housemen,
Housemen, Cloakroom attendants, Helpers, Gardeners, etc.
EXECUTIVE HOUSEKEEPER (EHK) - Head of the housekeeping department
he/she is overall responsible & accountable for the total cleanliness, hygiene,
maintenance ans aesthetic upkeep of the hotel with available resources like
manpower, materials, money, machines, space and time. EHK supervises all
housekeeping employees, has the authority to hire or discharge subordinates, plans
and assigns work assignments, informs new employees of property regulations,
inspects completed assignments and requisition supplies. They are responsible for
the housekeeping facilities and services in order that they are sanitary, desirable
and in sale-able conditions. EHK must posses a high degree of tact and good
organizing ability. The EHK is expected to organize, supervise and coordinate the
work of housekeeping personnel on a day-t-day basis. They are also responsible for
scheduling, rosters, recruiting, training, promoting, recommend hiring,
discharging,and discipline of all housekeeping staff.
The EHK develop and recommend standard operating procedures (SOP) for each
and every task or conditions old as well as new systems and ensure that they are
being followed. They assure proper communication within the department by
conducting regular meetings with all personnel. One of the major responsibility of
an EHK is to ensure that hotel areas should not deteriorate from set standards.

Operations like preparing annual department budget, lost & found policies and
disbursement, identifying reliable suppliers for purchase department, coordination
with interior decorating services, planning refurbishments and renovation, etc. are
some of the duties of executive housekeeper. They also counsel and motivate staff
as well as evaluate and appraise their performance.
EHK is responsible for not only the maintenance of hotel areas but also for proper
records within the department like files, inventory lists, checklists, logbook,
various forms and slips etc. They constantly search for and test new techniques
and products, inspect and approve all supply requisitions for the department, and
maintains par stock, inventory control, and cost control procedures for all
materials.
DEPUTY HOUSEKEEPER - The deputy housekeepers are also known as
Assistant Executive Housekeeper (AEHK) in many hotel properties. They are the
second in-command of the housekeeping department, who takes charge in the
absence of the EHK. He/she manages the resources given by the EHK to achieve
the department goals and standards. They may be more than one for a very large
property and divide up various responsibilities between them, e.g. - training,
staffing, work scheduling, floors, public area, stores, record-keeping, etc.
The deputy housekeepers reports to the executive housekeeper or the director of
housekeeping. They are expected to check and ensure that all guest room, public
areas, both guest as well as back areas are clean and well maintained. Inspection of
contracted work like pest control, horticulture, window cleaning, laundry(if off
premises), etc. along with staff scheduling and duty rotas are a part of their duties.
The deputy housekeeper ensure periodical stock-taking, maintaining records for
the same, developing and implementing training programs for housekeeping
employees, assisting EHK in budgeting and forecasting, for capital and operating
expenditures. The AEHK provides the necessary information to and assist the
Executive housekeeper in staff appraisal, disciplining, termination and promotion
as well as planning schedule maintenance, renovations, and so on.
ASSISTANT HOUSEKEEPERS - Assistant housekeepers (AHK) are assistant
managers (AM-HK) or Housekeeping managers(HKM) in some hotels. They
usually reports to the executive or deputy housekeepers. Many hotels replace
deputy housekeepers to assistant housekeepers especially medium sized hotels.
There may be just one AHK under the executive housekeeper in a medium sized
hotel or one for each shift in a large hotel. In very large hotels, the responsibilities
for the floors, public areas, linen room and control room are divided among
assistant housekeepers. Essentially, the assistant housekeeper manages the
resources provided by the EHK to achieve the objectives of cleanliness,
maintenance, and attractiveness during a given shift. In the absence of a deputy
housekeeper, all the above mentioned duties and responsibilities are taken over by
the assistant housekeepers.

They are expected to supervise the management of cleaning, servicing, repairing,

of guestrooms and public areas along with the movements and distribution of line
and other housekeeping supplies. Other functions of an assistant housekeeper
includes inventory control, floral decoration requirements, coordination with other
departments especially front office and engineering department, updating records
and registers, grooming and attendance of staff, upkeep of occupied rooms, VIP
and OOO rooms checking, exchange of reports etc.
FLOOR SUPERVISORS - The floor supervisor reports to the deputy
housekeeper and executive housekeeper. Floor supervisors have final responsibility
for the condition of guestrooms. They are responsible for Guestrooms, corridors,
floor pantries and staff of the allotted floor for its cleanliness, maintenance and
attractiveness. Each floor supervisor is assigned 2-3 floors or more depending upon
the number of rooms per floor and the type of shift. It is their duty to check,
inspect, supervise and approve the attendants work and physical condition of all
the allotted guestrooms. They need to ensure the proper supply of equipment, guest
and cleaning supplies, handling of master keys, circulation of linen, reporting of
maintenance work, par stock, records and checklists, coordination with concerned
departments, safety and security and provision of all extra services on the allotted
floors.
PUBLIC AREA SUPERVISORS - The public area supervisor reports to the
deputy or assistant housekeepers. They are responsible for overall cleaning,
maintenance and attractiveness of all public areas which includes front as well as
back areas. Since much of the public area cleaning is done in the night, good
coordination with the night supervisor is essential in this role. They are expected to
ensure that all public areas and other functional areas are kept clean at all times and
all maintenance jobs are attended to in coordination with the maintenance
department. They also ensure that flower arrangements are placed in appropriate
places in the public areas and all function halls are kept ready for functions, etc.
NIGHT SUPERVISOR - The night supervisor reports to the assistant
housekeepers. He/she supervises all night staff engaged in the cleaning of public
areas and guestrooms in the hotel. His/her area of activity includes guestrooms,
public areas, linen & uniform room as well as Desk control operations during the
night. They are solely responsible and accountable at night for smooth
housekeeping functions through the night shift. Night supervisors have larger
decision-making authority than other supervisors as they are the overall in-charge
of the department for the night. They are expected to ensure that all public areas
are thoroughly cleaned at night, which is the only time when guest traffic is low.
They also clear departure rooms as per front office requirements. They also ensure
final handover of lost & found articles, reports for the day, any special cleaning of

any area, guests requirements at all time and reporting any safety or security
hazards.
HORTICULTURIST - Many large hotels have their own horticulturist, who
reports to the assistant housekeeper. He/she leads a team of gardeners in
maintaining the landscaped gardens of the hotel as well as supplies indoor plants
and flowers from the gardens for interior arrangements in the hotel. Many hotels
may contract horticultural work to an outside agency. The horticulturist supervises
the overall work of landscaping and gardening.
FLOWER ROOM SUPERVISOR - They may be a supervisor or a senior florist
and reports to the Horticulturist or assistant housekeeper. They are responsible for
ordering flowers as per hotel requirements and designing various arrangements for
various areas of the hotel. He/she manages a staff of 2 to 4 helpers and guide &
supervise them for making arrangements which aesthetically enhance the
appearance of the hotel. They also provide garlands, wreaths and bouquets to the
hotel for guests as and when required.
LINEN & UNIFORM ROOM SUPERVISOR - They are a non-management
person solely responsible for purchasing, storage, issue & cleanliness of linen &
serviceable uniforms of the staff of the hotel. He/she keeps the tight inventory
control on all uniforms & linen items and prepares budget for them. The L&U
supervisor reports to Deputy housekeeper and have several attendants to assist
them in providing clean, presentable linen throughout the house. They supervises
various activities of linen room such as collection, linen - sorting, exchange,
inspection, recording, tailoring, mending, repairing work, inventory etc.
DESK CONTROLLER - Or control desk supervisor reports to the assistant or
deputy housekeeper. Since the control desk is the hub of information dissemination
in housekeeping, the control desk supervisor is a critical person in housekeeping
operations. HK control desk must be managed and manned 24 hrs. a day as guests
and staff contacts this desk to transmit or receive information concerning
housekeeping. It is the desk controller who pass on various information and
coordinates with the Front office for rooms related queries and with Engineering
for complaints and their rectifications. Desk controller also maintains registers kept
at the desk and reports regarding room occupancy, VIPs, room status, etc. He/she
receive guest requests and attend all phone calls received at the control desk. They
are also responsible for Master keys, supply store items and lost & found articles
for storage, upkeep and maintenance.
ROOM ATTENDANTS - Also known as Room Maids or Room boys or Chamber
maids or GRAs(Guestroom attendants). They report to the floor supervisor as per
their shift and allotted floors. They are responsible to do the actual cleaning of
guestrooms & bathrooms allotted to them. One room attendant generally look after

12-15 rooms. Their work is of great importance because it contributes in a big way
to the comfort of guests and hence their impression of the hotel. Their work
consists of servicing each room to the required standard of the hotel, and this
includes making beds, coping with the linen supplies, and general cleaning. They
are expected to clean & tidy guestrooms & bathrooms, linen, replenish guest
supplies & cleaning supplies, answer guests summons promptly, undertake evening
service of all rooms, and handover any lost & found guest belonging.
HEAD HOUSEMEN - They report to public area supervisor or assistant
housekeeper and are in-charge of housemen in public areas. They are experienced
housemen who looks after the work allotted to housemen especially those in Front
areas. In a medium or small sized hotel, head housemen could be the person incharge of housekeeping operations in night shifts. They are also expected to check
the carpet cleaning crew, chandelier cleaners, furniture & warehouse men, pest
controller, wall and window washers, etc.
HOUSEMEN - They report to the head housemen or the public area supervisor.
They usually handy men who do the heavy physical cleaning required in guest
rooms and public areas. Their job includes heavy duty vacuuming, shifting of
furniture, window cleaning, carpet cleaning, sweeping, mopping, brass polishing,
scrubbing, carrying heavy pieces of furniture, carting linen to & from floors,
washing public areas, garbage clearance, etc.
LINEN & UNIFORM ROOM ATTENDANTS - They report to their respective
supervisor and are responsible for issuing of linen & uniform while receiving
soiled ones for onward transmission to the laundry. They also assist in filling up
the records. They are expected to stack and store all linen & hang all uniforms
properly, examine & count each item when they are sent to the laundry for
processing and again on receiving back. They also inspect all the linen and uniform
and maintain proper records of discards and fill requisitions.
TAILORS, SEAMESTRESSES AND UPHOLSTERERS - They are technical
persons in their own fields who does the stitching and mending work of linen,
uniform and upholstery. They report to linen room supervisor. They also make or
restitch dusters, drop clothes, cleaning clothes,etc from discards and refurnish all
damaged upholstery.
CLOAKROOM ATTENDANTS - These persons are Male & Female staff ,
responsible for cleaning, maintaining and service in public area restrooms or
powder rooms or guest toilets. Their responsibility also includes ensuring the
supply of clean dry hand-towels, soaps, combs and perfumeries, etc. if prescribed
by the management to meet demands at peak hours.. In a hotel that hosts many
events and receives many non-resident guests, it is usual to have someone on duty

in a ladies powder room during lunch & dinner time to attend to the requirements
of guests, guard their belongings and keep the powder room neat and tidy. A
cloakroom attendant reports to the public area supervisor and is responsible for
looking after the cloakrooms properly.
HEAD GARDENERS - They reports to the horticulturist and supervises the
brigade of gardeners in maintaining hotel gardens, landscaped areas, and keeping
them aesthetically clean, fresh and contemporary each season. They are expected
to look after the seasonal plantings, indoor & outdoor pots & plants quality seeds,
manure & fertilizers, watering facilities, lawns, turfs, upkeep of nursery and
handling equipment & tools etc.
GARDENERS - They are the daily workers and report to head gardeners or the
horticulturist. They keep landscaped areas, lawns and gardens clean, aesthetically
beautiful and fresh through the daily schedules of tasks assigned to them which
includes actual digging, planting, watering etc. of gardens on a day-to-day basis.
They are expected to obey and follow the head gardeners instructions and line of
work.

QUALITIES & ATTRIBUTES OF HOUSEKEEPING

STAFF
1. GROOMING - A pleasant personality is the result of good grooming and good
presentation in front of guests. It is very essential especially for people working
in front of guests. It is the way one present themselves and creates first
impression which reflects on the quality of service and standards in an
establishment. It includes,
a) Hair For males well trimmed hair & properly gel. Side burns should not be
beyond the mid of the
ear and back edge of hair should not touch the
collar.
For females either well maintained short hair or nicely tied up in a bun.
b) Face For males clean shaven or nicely gel if beard.(Sardar)
For females light make up preferred & restricted jewelry like ear-tops and
not danglers.
c) Uniform - For both males and females it should be clan, crisp and well
pressed. Light cologne or deodorant is preferred to heavy perfumes.

2.

3.

4.

5.

6.

d) Shoes - These must be low heeled and sturdy for long working hours and
kept clean and polished all the time.
PERSONAL HYGIENE - It deals with matters pertaining to the health of the
individual for the maintenance of which the responsibilities lie with him alone.
Housekeeping staff must maintain a high standard of personal hygiene, as it
reflects on the hygiene standards of the hotel. It includes certain points such as
a) Good and healthy habits.
b) Cleanliness of the skin, eyes, nose, ears and teeth.
c) Clean and combed hair, manicured / trimmed fingernails, clean hands and
feet.
d) Steps to ensure no mouth or body odour is present.
e) Must report to doctors in case of infections, cuts or bruises.
PHYSICAL FITNESS - Most work in housekeeping is manual and requires a
lot of physical strength. Housekeeping is a 24 X 7 X 365 operation and staff on
duty are on their feet continuously through out the shift hence it would require
a sturdy physical constitution to cope with the demands of HK work. They
should take care of their health and fitness against illness etc.
HONESTY / LOYALTY / SINCERITY - Honesty for staff who have direct
access to all guest rooms. Loyalty to employer and the company one is working
for as the employees should respect the policies and decisions of the
management. Sincerity to the department staff and the work. Loyalty and
sincerity towards the job and management enhances the relationships among
the hotel. Honesty is the personal quality of discipline and integrity and ensures
that the procedures laid down for such cases is followed strictly. Guest
belongings should not be removed or touched without permission.
PUNCTUALITY - Respect for time during working hours will reflect on the
employees work and help to create an impression worthy of appreciation. It
ease off the burden or accumulation of work and delivers better services to
guests on timely basis. The staff should be punctual in terms of a) Reporting on time
b) Service on time
c) Work completion on time
d) Request completion on time.
COURTESY - Staff in contact with guests should be humble, polite and
courteous, while talking or serving them. Housekeeping staff should never
argue with a guest. Guests will certainly remember pleasant staff as this adds to
their positive experience. Courtesy should includea) Hospitality
b) Smile
c) Warmth and welcoming nature
d) Politeness (both communication and body language)
e) Show concern
f) Show you care

7. CO-OPERATION - It is required for smooth functioning of the hotel

operations. It helps in building teams and to achieve efficiency in the hotel
system. This is absolutely essential, since housekeeping involves a lot of teamwork for efficient functioning. All employees and departments should work
hand-in-hand and coordinate with each other.
8. KNOWLEDGE OF HYGIENE AND SANITATION - Basic knowledge of
health care, hygiene and sanitation, prevention and control of infections etc.
should be there in housekeeping staff. They should take care of regular and
periodic cleaning, hygienic environment and disinfection of guest hygiene
control points.
9. EYE FOR DETAIL - This quality helps in taking care of finer aspects of
housekeeping and determines a good service from an average one. It enables
staff to anticipate even the minute details into considerations that a layman may
let go unobserved. It is one of the greatest quality that housekeeping staff must
have. It includes detailing in service and cleaning standards along with
providing anticipatory service to the guest. Room attendants need to have an
eye for detail in order to make up a flawless guestroom and housekeeping
supervisors need to have a keen sense of observation to inspect these rooms for
perfection.
10. TACT & DIPLOMACY - Housekeeping staff come into close contact with
various kinds of guests. Often guests may requests comforts and services that
are outside the management policy. Sometimes guests may be fussy and
demand unusually. Therefore it takes a lot of tact and diplomacy to decline
without hurting a guests feeling. Staff need to be trained in handling guests
who make such requests.

DAILY ROUTINES AND SYSTEMS OF HOUSEKEEPING

DEPARTMENT
The housekeeping department takes staff attendance per shift on daily basis. The
supervisory staff is required to check the line staff grooming and takes briefing at
the start of every shift. Briefing is a two way communication between the
management of the hotel and its work force, where all the necessary information is
shared and discussed that is important in smooth functioning of the department.
The names and room numbers of VIPs, Groups, Crews, arrival and in-house is
informed down the line to all staff levels of the department. On daily basis the staff
is allotted their respective areas prior to their shift and the duties are assigned as
per the duty roster of the department.

As a daily routine the cleaning of guest rooms, corridors, and all other front as well
as back public areas is done which includes sweeping, mopping, dusting, bed
making, vacuuming, etc. Any special or pending cleaning work is also completed
as per the shift. Servicing the occupied guestrooms and vacant rooms are done on
daily basis. Making up departure rooms ready for sale again id another routine per
shift in housekeeping department. Any complaints regarding maintenance and
repairing in terms of electrical, electronics, carpentry, painting, polishing,
plumbing and air conditioning has to be informed and the rectification is ensured
before the end of the day. Attending guest calls and servicing guests as per their
needs to achieve maximum guest satisfaction is an essential routine practice.
Housekeeping is responsible for informing front office about the room status and
occupancy per room. This is done twice or thrice a day as per the shift. This is very
important because housekeeping department checks the physical status of the
rooms and are able to tell the exact occupancy and status per room. This helps
Front office department to find any discrepancy or difference in room status and
occupancy so that it can be rectified on timely basis before any dispute. Various
records and registers are also maintained and updated at the desk control room on
daily basis for various functions and operations under housekeeping department.
Handling and controlling Master keys, Lost & found articles and supply store items
everyday is done so that the department functions smoothly.
As a routine flower arrangements are made for guestrooms, service outlets,
banquet halls, and other areas as and when required through out the day. Cleaning
and making banquet halls ready for functions and all restaurants ready for service
is one of the essential daily routine operation of housekeeping department.

HOUSEKEEPING COORDINATION WITH OTHER

DEPARTMENTS
Coordination and teamwork are the basis of any hotels success. Better
coordination results in smooth functioning of hotels and leads to its ultimate aim
which is guest satisfaction. Each department is dependent on others for information
and/or services if its work is to be accomplished efficiently. Frictions between
departments must be kept to a minimum and there should be close interdepartmental liaison.
Various departments that housekeeping coordinate with to ensure proper servicing
are as follows, out of which Front office & Engineering are the most closely
coordinated departments with housekeeping.

Fig. 1.11

COORDINATION WITH ENGINEERING - One of the most important

function of Housekeeping is the maintenance aspect of the hotel for the purpose of
keeping furniture, fixtures and facilities in working order, contemporary and safe
for guests.
Hence a close coordination is very necessary with engineering. Which actually
HOUSEKEEPING
carries out the task of fixing out-of-order furniture and fixtures.
All these maintenance complaints are reported with the help of maintenance
ENGINEERING
HUMAN RESOURCE DEPARTMENT
order (MO). It could cover a number of duties such as electrical, carpentry,
plumbing, Air-conditioning, etc.
PURCHASE
MO isFRONT
madeOFFICE
for daily or routine maintenance complaints
however for major
repair works it can be used as Work Order (WO).
FOOD
SERVICEor complaints which are time consuming,
STORES
WO is& BEVERAGE
made for repairs
renovations
or schedule maintenance like PMS, painting jobs etc. Which may take more
SECURITY
ACCOUNTS
than a day
for completion.
Flow chart for maintenance complaints.
SALES & MARKETING

KITCHENS

COORDINATION WITH FRONT OFFICE - Coordination with this

department is one of the critical features of housekeeping operations. The 2
departments coordinate for the following Vacant Guestrooms - Housekeeping clears and prepares Guestrooms ready for
sale.
Check on Room status - Housekeeping while servicing, informs Front office
about the room status and occupancy of all the rooms. This is done with the
help of HK status report and discrepancy reports.

 Front office also informs the expected arrivals and rooms blocked for it in
advance to housekeeping so that rooms can be prepared before arrivals and
there is no last minute fuss.
Front office also coordinates for posting guest laundry bills and its hard copies.
Groups & Crews In-house for their movement.
Uniform of the staff is provided by Linen & uniform section of housekeeping.
Communication chart - Front office coordination is done by proper
communication.
Various reports circulated between Housekeeping & Front office are Housekeeping Status Report or Daily room report
Discrepancy report
Occupancy report
VIP arrival list
COORDINATION WITH FOOD & BEVERAGE - Housekeeping coordinates
with various F & B service outlets for providing Various types of uniforms for different outlets like Coffee shop, Bars,
Banquets, etc. Staff as per the theme.
Fulfilling constant linen requirement like Table cloths, napkins, frills, etc.
Cleaning of various outlets and areas of food and beverage service department.
Daily floral requirement, indoor plants and flower arrangements.
COORDINATION WITH SECURITY - Coordination with this department is
done for keeping hotel safe and secure. Housekeeping helps in keeping a vigilance
check on the areas as housekeeping staff is present in every nook & corner of the
hotel acting as eyes & ears of security department. There are so many security
hazards on the floors that this liaison is particularly important, and the housekeeper
cooperates by endeavoring to see that housekeeping staff are aware of the
hazards.They need to coordinate for Proper key control and master keys handling
Fire fighting training and procedures
Informing suspicious activities within the room or any other area.
Lost & found procedures., etc.
COORDINATION WITH SALES & MARKETING - Sales staff sells the
services to the guests like Groups, FITs, Corporate, etc.while taking a booking.
Many of these services are related to housekeeping, therefore a proper coordination
is required in handling many guests turnover and booking etc. E.g.- Laundry &
Linen requirement, Personal valet, Amenities & flowers placement, Standards of
luxury, comfort and cleanliness etc.
Sales & marketing also informs housekeeping of the occupancy forecast for the

entire year, which is broken up month-wise. This enables housekeeping on

budget
COORDINATION WITH HUMAN RESOURCE DEPARTMENT
Coordination with this department is for the following reasons Recruitment of staff
Salary administration & attendance records
Identity cards, Locker facilities & Leave records
Staff training, Induction & Orientation
Indiscipline & Grievance procedures
Transfers & promotions
Exit formalities, etc.

COORDINATION WITH PURCHASE - This department procures out-of-stock

items for housekeeping such as guest supplies, stationary, linen of various types,
cleaning supplies, flowers, machines, etc. Housekeeping should convey their
requirement to purchase by way of advance notice in the form of a Purchase
requisition.
COORDINATION WITH STORES - The coordination with this department
would ensure the availability of day-to-day requirements of housekeeping. Larger
hotels may have a separate housekeeping store but mostly it is done by the general
stores for all the items except linen.
Communication with stores is by way of a requisition form, which
housekeeping sends to stores when it requires certain items.
COORDINATION WITH ACCOUNTS - Housekeeping coordinates with
accounts for the following functions Taking linen inventory
Other supplies inventory
Stock taking
Billing formalities of Housekeeping purchases.
Payroll section of accounts is responsible for staff salaries etc.
COORDINATION WITH KITCHENS - Kitchen staff requires clean uniforms,
aprons, dusters etc. For which they depend on linen & uniform section of
housekeeping department. The only coordination is staff uniforms due to strict
standards of hygiene required in kitchens.

HOUSEKEEPING CONTROL DESK

The housekeeping control desk is the central hub of the housekeeping department.
Also called the Desk control room, it is the focal point for the dissemination of
information and communication to inter and intra departmental coordination. It is
located normally adjacent to EHK office, control desk should be manned 24 hrs.
Otherwise life line of housekeeping communication would stop. This is the area in
the department where all information is received and from where messages are
dissipated to housekeeping and other staff present in various parts of the hotel.
Thus, the control desk may be considered the nerve center for to-and-fro
communication in the housekeeping department. One of the main functions of the
control desk is ensuring smooth coordination between housekeeping and other
departments such as maintenance, front office, food and beverages, security, sales
and marketing, and so on.

Control desk is handles by Desk controller or desk control supervisor, who

coordinate within the department as well as with all other department for sending
and receiving various information. He/She is also responsible for receiving
messages from in-house guests over the telephone. In most hotels, this is the area
where housekeeping employees report for work; collect the respective keys,
signing for them; peruse the log book; get their briefing; and at the end of their
shift, report back to. Needless to say, the control desk is manned round the clock
for efficiency and smooth communication in the department at all times.

Role of Control Desk

1. Updating desk notice board - The desk controller in all shifts are responsible
to maintain and update the departments notice board which serves as the main
information display board for housekeeping staff. It displays the following
information a) Room numbers of Groups / Crews in-house.
b) Names and rooms numbers of VIPs in-house
c) Night cleaning schedule
d) Weekly cleaning schedule
e) Daily duty roster for supervisors and staff.
f) Any other general information like i. Mission /vision of the department/hotel.
ii. Upcoming birthdays/holidays/events, etc.
iii. Daily banquet functions.
iv. Photographs of Standard placements of guest supplies.etc.
2. Coordination with front office - Housekeeping control desk is the main
catalyst in proper coordination of the two departments as discussed previously.
Desk functions in close coordination for the following a) Receives departure room numbers and transfer to the concerned floor
supervisor and room attendants.
b) Receives information from floors about clear rooms to pass on to front
office.
c) Receives information regarding VIPs, in-house and HWC guests for further
transfer to the concerned persons.
d) Information regarding groups / crews in-house, arrivals and departures,
their cleaning timing and group movement , etc.is received and transferred.
e) Interchange various reports like i. Daily room report - It is prepared in duplicate by the housekeeping
department in each shift as an independent check on occupancy. It is
made by the respective floor supervisors or room attendants in every
shift to check the physical status of the rooms. It is compiled by the
desk controller & a consolidated report is sent to Front office for their
records. It is made in duplicate where one copy goes to Front office &

the other is book copy. Also known as Room status report or

Housekeeping status report in some hotels, it is the physical check of
the guestrooms and the occupancy. It is tallied by Front office room
rack as a check on unauthorized occupancies or inadvertent mistakes in
recording a room status.
Hotel XYZ
HK Occupancy/ Room Status Report
Time:____________________

Room
Number

Status

Date:_________

Number of
Pax

Remarks

Room Number

Status

Number of
Pax

Remarks

V-Vacant, C/O-Check Out, U/R-Under Repair, Occ-Occupied, OOO-Out Of Order,

Signature of Control Desk Supervisor:_______________________________________
Signature of Executive/Deputy Housekeeper:________________________________

Fig. 1.12

ii. Discrepancy report - Prepared after tallying Daily room report of

housekeeping in each shift for any discrepancy between housekeeping
and front office regarding room status and number of persons. It is
checked by the Duty Managers and/or Bell boys.
Discrepancy Report
Date :___________Time : ______________
Room No.

FO status

HK status

Remarks

Fig. 1.13

iii. Occupancy report - Prepared by Night staff of Front office and it lists
all the rooms occupied with number of persons staying. It also indicates
the due-out rooms for the next day. It helps for floor supervisors and
room attendants to schedule their work for the day accordingly.

Hotel XYZ
Date:_______________ Time:_______________
Room No.

Name of the guest

Arrival Date

Departure Date

Fig. 1.14

iv. VIP Arrival list - It is the list of VIPs and important guests with their
profile etc. Which are expected to arrive on the following day.
v. Groups / Crews in-house report - It is vital that the control desk be
informed about the groups/crews being registered in the hotel, as
servicing their rooms requires a special schedule since the members of
the group/crew move together in terms of arrivals, sightseeing trips, and
departures. Crews often have odd sleeping hours because of
international time differences. They may have special amenities and
requirements that the housekeeping department be given advance notice
of their arrivals for special scheduling of GRAs cleaning these rooms.
3. Coordinate with Engineering department - This is very important where
housekeeping desk gives the maintenance complaints for rectification for the
entire hotel premises.all maintenance requirements needed on floors are
entered in the maintenance register kept at the control desk.the moment any
housekeeping personnel detects a problem that requires attention from
maintenance, he/she calls the housekeeping control desk, stating the nature of
the repair needed, the kind of assistance required, and the location in which it is
required. The control desk then fills out a Maintenance order form in triplicate,
each copy being of a different colour. One copy is sent to the executive
housekeeper and two copies to maintenance. The engineering shift incharge
keeps one of these copies and gives the other to tradeperson assigned to do the
repair. When the job is completed, a copy of the tradepersons completed work
order is sent to the control desk for acknowledgement of work completed
satisfactorily.
Hotel XYZ
Maintenance Order/ Work Order
Sl. No.:____________
Date:_______________________________
Time:_________________________________
Department:_______________________________________________________________
Requested By:_____________________________________________________________

Location:__________________________________________________________________
Nature of complaint:________________________________________________________
Problem/s:________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
______________________________________________________________
Signature of Desk Controller:_______________________________________________
Completed By:___________________________________________________________
Date:_______________________________Time:_______________________________
Signature:_______________________________________________________________
Chief Engineer/Shift Incharge:____________________________________________

Fig. 1.15

4. Handling phone calls - the control desk manages intra- and inter-departmental
communication, and handling telephone calls is the major function in the
process. In general, too, it may be required of all employees to answer
telephones when the need arises and therefore they must be trained well in
telephone handling skills. Desk control room receives guest request calls round
the clock either through the guests directly or through front office etc. Hotel
room directories provides an extension number to guest rooms in cases they
require housekeeping services such as laundry pick-ups, baby sitting, extra
items like blanket, towels, soap, water etc. Desk controller pass on these
requests to the concerned person for further action.
5. Coordination with other departments - Desk is responsible in receiving and
transmitting all other information from various departments like HRD,
Purchase, F&B Service, etc.
6. Storage control - It also controls and monitor the movement and supply of
store items, guest loan or emergency cupboard items, equipment and furniture
store etc. For proper control on shortages, excesses or misuse.
7. Key control - Controlling Master keys movement leads to safety of hotel and
guest belongings, therefore the proper care of keys is a very important aspect of
security through housekeeping control desk. Master keys are issued at the
beginning of a shift, signed for and returned at the end of the shift. There are
two types of Key systems followed a) Conventional / Traditional key system - Where the metal lock and metal
keys are used for guestroom security. But this is outdated now as
controlling and maintenance of such keys is a cumbersome and time
consuming task.
b) Electronic key card system - Where an electronic key card is used which is
a disposable plastic card about the size of a conventional credit card. This

card is coded by perforation at random from a pool of more than 4 billion

potential codes available from a master computer console at the Reception
desk. The random code is then transmitted electronically to the specific
guests room lock and only that particular key card can open that room
door. These are computerized electronic keys with a magnetic code which
can be swiped or insert-and-remove to open an electronic lock. The code on
the room is changed after check-out for a new guest. Similar cards may be
coded as master keys for room attendants and housekeepers and changed at
frequent intervals at the Reception.
in both types of key systems, there are four types of keys usedi. Grand Master Key - It opoens all door locks including double locks. It also
double locks the room against all other keys which can be done in case of
emergency or on guest request if going away for more than a night. It is
carried by General Manager and Executive Housekeeper.
ii. Master keys - also called Floor Master Keys as it opens all rooms in the
hotels which are single locked. These can be floor wise and made in more
number for more supervisors using it at the same time. It is carried by
Resident Manager, Duty Managers, Assistant Housekeepers, supervisors
and sometimes by room service manager.
iii. Sub-master key - Also called Section master key, it opens all rooms of a
particular floor section which is assigned to a room attendant. It is attached
to a belt worn by room attendants and handed over back at off duty. It is
carried by room attendants and sometimes floor supervisors.
iv. Individual Keys - This is the guest room keys with room no. tags given to
the guests at the time of check-ins. There is a different key for each room
which is issued to every new guest.
8. Lost and Found Control - It means maintaining a track record for items
inadvertently left or lost by a guest in the hotel. Such articles can range from
Jewelry, costly electronic goods to simple garments, etc. These are termed as
Perishables, Valuables ans Non-valuables accordingly. The hotel considers it as
its duty to protect such articles till the time that they are claimed by the guest.
All unclaimed articles found on the hotel premises should be handed over to
the housekeeping control desk. Notices should be put up regarding the handing
over of any personal property found so that all staff members are aware of
where such property should be handed over. Lost and found section is usually
under housekeeping desk is operated by desk controller. Recording of details
and storage done properly is important for all such articles.
All lost and found articles should be stored in the lost-and-found cupboard, which
is always kept locked. The lost and found room should be accessible only to the
desk controller and Executive housekeeper.the L&F slips and registers are
maintained well by the desk controller. The housekeeper may write to the guest to
either claim it or give further instructions. If no reply is received from the guest, a

reminder may be given especially in case of valuable articles. As per hotel policy,
the valuables articles are kept for a period of 1 to 3 years and if unclaimed, given
to the founder as a token of appreciation for their honesty. Non-valuables are kept
for 6 months to 1 year as per hotel policy and perishables are kept only for 1 week
to 10 days. These articles if unclaimed can be given to the founder, auctioned to the
hotel staff or given to charity as per EHKs discretion.
Records by way of lost-and-found forms/slips are maintained regarding the date of
finding, time of finding, place, finders name, description of the article, etc. Efforts
are made to find the rightful owner of the article. If the owner of the article is
known, that guests address can be acquired from the front office or the travel
agent and a letter informing the guest about the lost property my be written. The
details should be recorded in a lost-and-found register for desk controller to answer
any inquiries by phone.
Lost-and-found slip - These are attached with all the lost & found articles
deposited in HKD per day. It is made in triplicate where 1 copy goes with the
article, second is given to security for their records & third is book copy for
departments records. These slips are made separately for Perishables, Valuables &
Non-valuables.
Hotel - XYZ
Lost & Found Slip ( Valuable/ Non- Valuable)
Slip No.:______________________________
Date:________________________________
Time:_______________________________
Location/ Room No.:________________________________________________________________
Finder's Name:_______________________________________________________________________
S.No.

Description of the article

Quantity

Name of the Guest: _______________________________________________________

_______________________________________________________________
Signature of the Depositor:_________________________________________________
Signature of the Receiver:__________________________________________________
Date:________________________________
Time:_____________________________

Fig. 1.16

Lost-and found Register - It is used to record all the L&F items, left or lost by
guest & found by hotel on daily basis. It includes the slip no., date, time, location
& little description of the articles. It is maintained separately for Valuables & Nonvaluables categories & used during immediate revert back to any guest inquiry.

Hotel - XYZ
Lost & Found Register
Sl.
No.

Date

Description of
Articles

No. of
Area/Room No. Found By
Pieces

Signature

Desk Controller

Fig. 1.17

9. Maintains various records and registers - Many important forms, formats,

records and registers are maintained at the control desk. Some of the common
are outlined below:
a) Guest request register - This is one of the most important register as
housekeeping control desk also acts as a point of contact for in-house
guests who require any housekeeping-related services. The control desk is
responsible for taking these guest messages and passing them on to the
concerned staff. It is used to keep all special messages or requests of guests
with time received and place or room number. It also records the name of
the attendant who is receiving the request for completion along with the
time received.
Hotel XYZ
Guest Request Register
Date:____________________________________
Shift
Room No.
Time
Request
Incharge

Shift:__________
Informed to

Time

Remarks

Fig. 1.18

b) Message register - This is used for internal communication of

housekeeping within the department and with other departments. It records
all messages / requests /complaints noted from various sections or
departments of the hotel. It is similar to Guest request register but used for
internal communication only.
Hotel XYZ
Message Register
Date:____________________________________
Shift:_________________________________
Area

Given by

Message/Request

Time

Given to

Time

Remarks

Shift Incharge:________________________________

Fig. 1.19

c) Room checklists file - It has all room checklists filled by the room
attendants and filed by supervisors of that particular floor so that at any
time it can be checked that exactly which room attendant was responsible
for any particular complaint from any room. Room checklists are a list of
various extra amenities such as towels, iron and boards, etc. That are placed
in the guestrooms apart from the standard quantity. It also notes the time in
and out of the room attendants in any particular room.
d) Room occupancy reports and Daily Room reports file - Daily room
occupancy reports and daily room status reports are filed here to determine
the level of workload anticipated and any discrepancies thereof.
e) Duty roster file - It files Daily duty roster sheet or area allotment register
maintained per shift for supervisors and attendants for information or
details of employees working in various shifts and areas under
housekeeping at any given time.
Hotel XYZ
Date:___________________Department:_______________________
From: _________________To:________________________________
Days Mon
Tue
Wed
Thur
Fri
Sat

Sun

Occupancy %
No. of occupied rooms
Arrivals
Departures
Events
AreasFloors - 1A
1B
2A
.
.
.
Public Areas - Lobby
Restaurant
Coffee shop
Health Club
.
.
Shift In-charge: _________________________________________

Fig. 1.20

f) Log Book - It is the most important register as it has all the instructions and
information written by the supervisors for staff of the next shift as
handover. It is referred to by all the supervisors and assistant managers at
the beginning of their respective shifts for instructions by the previous

shifts. It also records room no. Of VIPs, HWC, Extra beds and DND rooms,
etc. To be passed on to next shift.
Hotel XYZ
LOG BOOK
Department : Housekeeping
Shift :_____________Time:_____________Date:______________
Log Entries -

Name and Signature of the desk controller : _______________

Fig. 1.21

g) Maintenance order file - It records all the first and third copies of
maintenance complaints given to engineering everyday and their
rectification record. It is compiled report file of all the maintenance orders
per shift per day.
h) Carpet shampooing register - This records the carpet-cleaning schedule
that has been followed, recording each such project as it is completed.
Hotel XYZ
Carpet Shampoo Register
S. No.

Area/ Room
No.

Date

Done By
HK Supervisor
(Carpet crew)

Shift
Incharge

Remarks

Fig. 1.22

i) Key register - This is one of the most important registers maintained at the
housekeeping control desk. It is a part of the key-security system to be
followed by the housekeeping department. Each employee who is handed
over a key, any key, from the key cabinet is supposed to sign for it in a key
control sheet in this register per shift per day. It is maintained for proper
control over movement and security of master keys in the department. It
has signature and time of all the staff members whosoever is issuing or
depositing any key especially master keys.
Hotel XYZ
Key Register
Date: ____________Shift:____________Shift In-charge/ Supervisor:______________

S.No.

Key
Number /
code

No. of
Keys

Employee
Name

Time
Out

Signature

Time In

Signature

Desk
Controller

Audit :____________________________________________________________

Fig. 1.23

j) Baby sitting register - This is used to record enteries of guest requests for
baby sitting services. Babysitting is provided as a service by most hotels
housekeeping department for guests who have small children. The guests
requiring the service contact the housekeeping control desk and the
controller enters the request in this register.it also has section for
babysitters confirmation.
Hotel XYZ
Baby Sitting Register
S.No.

Date

Time

Room
No.

Guest
Name

Baby's
Age

No. Of
Hours

Name Of
Baby Sitter

Signature

Guest
Sign.

Desk
Controller

Fig. 1.24

k) Inventory file - This is maintained for stock control. It is the record of

physical count of each item on monthly or quarterly basis during inventory
or stock taking. This is done for proper control over misuse, shortages,
excesses or pilferage of stock. This is a consolidated final report record.
Hotel XYZ
Inventory Book
Month:_______________Year:______________Desk Controller:________________
S.No.

Items

Opening
Stock

Total

Consumption

Closing
Stock

Total

Remarks

Linen Room Supervisor:________________Account Officer:___________________

Fig. 1.25

l) Room inspection checklists file - All room inspection checklists are filed in
the this file kept at the control desk. These reports may be referred to in
case there are guests complaints on cleaning etc. The executive
housekeeper will be able to find the supervisor in charge of inspecting that
particular guestroom in this file and confirm whether he / she checked the
particular surface in question.

UNIT 2
Cleaning Procedures (Basic, Rooms and Public Area)

Cleaning equipment
Cleaning agents
Classification, selection, use, mechanism, care and maintenance
Methods of cleaning(Conventional ,Group and Block cleaning
Types of cleaning daily cleaning , periodical cleaning, spring cleaning
Make up of a guest room Occupied room, vacant room, departure room
Guest room Inspection,
Neglected areas
Rooms under repair
Standard contents of a guest room, placement, frequency of change
Floor pantry
Cleaning public areas entrances, lobby, front desk, corridors, elevators, public
restrooms, swimming pool, dining and banquet rooms, administrative office, exercise
rooms, employee rooms

CLEANING
The word clean means something that is free from dust, dirt, stains, cobwebs,
grease, germs and other unwanted substances. Cleaning is removing different types
of soiling 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 aesthetic appeal, hygiene, maintenance and safety of
any surface or area.

Types of soil - as explained above, soil is the collective term for deposits of
dust, dirt, foreign matter, tarnish and stains. Main types of soiling are 1. Dust - It is the dry particles that floats in air and settles on the horizontal and
vertical surfaces. It is more attracted to textured surfaces. It makes surfaces
look dull, unattractive and smell stale. It consists of ash, fluffs, hair, skin
particles and germs.
2. Dirt - It is dust when it gets trapped in moisture or grease. It deteriorate the
surface with time and removed by mechanical or chemical methods.
3. Stain - It is discoloration caused by unwanted protein, acids, alkalies, dyes and
any other reaction. Also by accidental or careless use of heat. It cannot be
cleaned with regular cleaning. Stains on hard surfaces should be treated
separately from stains on soft ones. 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.
4. Tarnish - It is the discoloration or deposition caused chemical reaction between
metal or alloy and substances found in water, food and atmosphere. The type of
tarnish depends upon the type of metal. E.g. Rust in iron, darkening of silver,
verdigris on copper, etc. There are different methods of removing tarnish from
different metals.
Apart from these four main types of soiling, there are foreign matters which also
contribute to making any area dirty or not clean. These may be dead flowers,
contents of wastepaper baskets and ashtrays, as well as stains from deposition of
foreign substances as opposed to the result of a chemical reaction.

The Science of Cleaning

To understand the process of cleaning using various agents, one needs to know the
basics of cleaning agents,cleaning equipment, cleaning processes and the surfaces
being cleaned. Cleaning processes may be either manual or mechanical. They may

involve washing using water as a cleaning and rinsing agent, friction as in using an
abrasive, static electricity as in using a static mop, suction as in using a vacuum
cleaner, or force as in using pressurized water. The various types of processes are a) Sweeping - This is done using brooms to collect dust when the floor surface is
too rough for a dust mop.
b) Dusting - This This is a systematic and orderly approach for removing dust
from horizontal and vertical surfaces with the help of dusters.
c) 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.
d) Dust mopping/Dry mopping/Mop sweeping - This is a preferred way to remove
dust, sand or grit from a floor.
e) Spot mopping - This is done for any spots, marks or stains on the floor which
should be taken care of immediately to preserve a floor surface.
f) Wet mopping / Damp mopping - A damp mop is used to remove spills and
adhered soil that were not removed during the dry removal process. Wetmopping will remove light to heavy soil from the floor surface, which could
otherwise become embedded in the surface.
g) Manual Scrubbing - This is done for smaller areas or surfaces with hand
scrubbers and water for gently removing soiling and stubborn marks.
h) Spot cleaning - This refers to the removal of stains from various kinds of hard
and soft surfaces. Also known as Spotting.
i) Suction cleaning - This is the basic and preparatory step to all other
mechanized procedures, done to remove as much dry soil as possible so that it
does not spread, scratch the finish, or damage the surface, working on the
principle of suction or vacuum.
j) Spray buffing - This is done by machine and a light spray of a commercial
finisher to remove soils, scuffs, light scratches and marks and the shine is
restored to the surface.
k) Polishing - This is done with polishing machines to remove some soil and put
the shine back in the floor finish.
l) Scrubbing - This process removes embedded dirt, marks, deeper scuffs, and
scratches from the floor along with some of the finish.
m) 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.
n) 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.
o) Dry-cleaning - This is the method in which soil and stains are removed from
textiles in a non-aqueous medium.

Types of cleaning

Cleaning tasks may be divided according to the frequency of their scheduling,

which depends upon the level of soiling, the type of surface, the amount of traffic,
the type of hotel, and the cleaning standards set. Various types of cleaning are 1) Daily or Routine Cleaning - It is done on routine or day-to-day basis and
includes removal of dust or dirt by sweeping, mopping, dusting or vacuuming.
Daily cleaning of any area has step by step procedures to maintain standards
and save time, labour and cost. This include the regular servicing of
guestrooms, cleaning of bathrooms and toilets, suction-cleaning of floors and
floor coverings and so on.
2) Periodic or Weekly Cleaning - These, as the term implies, are routine tasks
carried out on a weekly basis. There are some cleaning tasks in addition to
daily cleaning which are of time consuming nature or require assistance of the
housemen or other attendants. Therefore these can be done once or twice a
week and repeats every week. The schedules for these tasks are made and
maintained by floor supervisors and assistant housekeepers for every task and
area. These activities can be done during overlapping shift timings. These
scheduled tasks are properly recorded in a register maintained at the area or
control desk. Some of these tasks are a) Polishing of hard floor like marble flooring.
b) Polishing brassware
c) Scrubbing of bathroom tiles and floors.
d) Pest control
e) Washing of light curtains
f) Scrubbing and cleaning of shower curtains
g) Cleaning of window panes and high level dusting.
h) Scrubbing of balconies / terraces
i) Vacuuming of carpets under beds and heavy furniture
j) Cycling potted plants with the nursery.
3) Spring or Special cleaning - These are thorough cleaning of any area done
annually, half-yearly, quarterly or monthly basis or for certain special occasions
such as VVIP visits, festivals and refurbishments. Also called Deep cleaning or
Super-cleaning, it is a complete overhauling and cleaning done in all
guestrooms, offices and certain public areas required in time. These can be
planned with scheduled PMS(Preventive Maintenance Schedule), Renovations
and Redecoration etc. In round the year hotels which in seasonal
establishments like resorts, it is carried out in slack or low season. This
cleaning means every single piece of furniture, fixture, linen and upholstery is
removed, cleaned and re-installed. Some other tasks included are a) Shampooing of carpets
b) Cleaning upholstery and curtains
c) Scrubbing of wall and floor tiles.
d) Cleaning of chandeliers

e) Stripping and polishing of floors.

Methods of cleaning
For cleaning to be efficient, it must be well organized. Different ways of
organizing the cleaning of various areas are 1. Conventional/Orthodox/Traditional method of cleaning - It is the method
where single person does the entire cleaning work alone. In this way, a
Guestroom attendant completes all tasks in one guestroom before going on to
the next room in the section allotted to him/her. Similarly a housemen
completes all his cleaning tasks in one assigned area to move to the other. On
an average a houseman has any 1 or 2 of the public areas.and room attendants
have 12-16 rooms in one section in conventional method of cleaning.
2. Block method of cleaning - It is the method where a housemen or room
attendant does one task in a number of rooms. He/she is responsible for
performing one task at a time in a block of rooms. In this way of cleaning, the
GRA moves from room to room and completes the same task in every room,
before returning to begin the cycle again for the next task on the list. This
involves blocking several rooms at a time to form a room section and usually
more than one room attendant will be at work in the section for example one
GRA will do bed-making in all the rooms of that particular section and another
cleans the bathrooms and the third GRA dusts and cleans the area, replenishing
supplies that are low. This method is mainly used when a lot of rooms are
likely to be empty for a long time period.
3. Team or group method of cleaning - It is the method where 3 to 4 employees
work together in a given area. Each member of the group has a particular job to
perform but as a team. It is less time consuming. To organize the team cleaning
of guestrooms, 2 to 3 GRAs may be scheduled to clean 30-35 guestrooms a
day.

Cleaning Agents
Cleaning Agents are chemicals or catalysts acidic, alkaline or neutral, which are
used to remove the actual soiling from various surfaces effectively. Different types
of cleaning agents are used for cleaning different surfaces based on their chemical
properties.
Various cleaning agents used are
1. Water
a. It is the simplest cleaning agent and most commonly used as it is
available in abundance.
b. It is useful in rinsing and finishing of cleaning process.

c. Precautions must be taken to keep changing the water if it gets dirty

because it could lead to a film of dirt instead of removing it.
d. Water alone is not an effective cleaner due to its 2 main problems, i.e.
Hardness & Surface tension.
i. Hardness in water is due to the salts deposits of Calcium,
sulphate & Magnesium. There are 2 types of hardness
Temporary & Permanent. Temporary hardness can be removed
by heating water above 72 C. But Permanent hardness is very
difficult to remove & can only be done up to a certain degree
by water softening units like Permutit.
ii. Surface tension in water makes it difficult to spread across a
surface.
2. Detergent
a. These are used in conjunction with water & include all types of soap
& soap less detergents.
b. These can lose & remove dirt and holds it in suspension preventing
its re-depositioning on the surface.
c. This is due to SURFACTANTS, i.e. Surface Active Agents, which is
the main ingredient of any detergent. It has 3 main qualities which
makes the detergent an effective cleaning agent.
d. These 3 qualities are
i. Good Wetting Power Reduce the surface tension of water to
help in spreading properly on the surface.
ii. Good Emulsifying Power Dissolve the dirt, dust & grease
particles in the solution by removing it from the surface.
iii. Good Suspending Power Resist the redepositioning of dirt &
stains etc. on the surface by holding it in suspension.
e. A Surfactant Molecule has 2 ends A Head that is Hydrophilic or
water loving end & A Tail that is Hydrophobic or water hating end.
(Figure)
f. Detergents can be used in the following forms
i. Mild Soaps & Toilet Soaps
ii. Synthetic soap less liquids & powder used as All Purpose
Cleaners.
iii. Liquid & Powder Floor cleaners.
iv. Liquid synthetic detergents
v. Powder synthetic detergents.
3. Abrasives
a. These are cleaning agents that depend on their rubbing or scratching
action to clean dirt from hard surfaces.
b. Their use will depend on the type of surface to be cleaned & the type
of dirt to be removed.

4.

5.

6.

7.

c. These should be avoided on delicate surfaces like wood, marble, glass

etc. as it leaves scratch marks.
d. Examples are Glass wool, Steel wool, Sand papers, Emery paper,
Nylon scrubbers, powdered Pumice, Limestone, Fine ash, Chalk
powder, Jewelers rouge(a pink oxide of iron), & Scouring powders,
creams & liquids like Vim, Jif, etc.
Toilet Cleaners
a. These rely on their acid content to clean & keep the Toilets hygienic.
b. These are used to hygienically clean the WCs, Urinals, & Lavatories.
c. These are made of acid like Sodium acid sulphate, Pine oil & mild
abrasive that helps to prevent corrosion.
d. These are available in 3 forms
i. Powdered
ii. Crystalline
iii. Liquid
e. These are designed to clean & disinfect the toilets only & should
never be mixed with other cleaners, because of harmful gases likely
to be produced.
f. Examples Harpic, Sanifresh, Domex, etc.
Glass cleaner
a. These consist of a water miscible solvent like Isopropyl alcohol with
a small amount of surfactant & a little ammonia to improve polishing
effect.
b. These are mostly ready to use cleaners that is applied or sprayed &
rubbed off with a clean, soft lint free duster.
c. Examples Colin, Cleanmate, R2, etc.
Acid cleaner
a. As Acids dissolve metals therefore there are used for the removal of
metal stains, such as hard water stains in Baths, around taps & pipes,
tarnish on iron, copper, silver, chrome, etc.
b. These are very harsh cleaners hence the use should be limited &
periodic.
c. These should only be used under strict supervision and must be
thoroughly rinsed away.
d. Care has to be taken in terms of using gloves, masks, etc. by the user.
e. Examples HCl (Hydrochloric acid), H SO (Sulphuric acid), Lemon
Juice, Vinegar, Paraffin oil, etc.
Alkaline cleaner
a. These are also called Degreasers or Grease Emulsifiers, as these
remove grease, wax & oily stains from metals & other hard surfaces.
b. These are mainly used for periodic cleaning of heavy industrial
equipments such as Boilers, Gas ranges, Ovens, Hydro cleaners, etc.
c. Some of these are also used for the cleaning of blocked drains, etc.

d. Examples Soda, Caustic soda, Ammonia, etc.

8. Organic solvents
a. These are also used as Grease solvents & used for the removal of
Grease & Wax from different surfaces.
b. These have a very strong smell & are inflammable therefore should
never be used in a confined space.
c. These are also used for dry cleaning of Wall papers, Fabrics &
upholstery.
d. Examples Thinner, Methylated spirit, White spirit, Turpentine oil,
CCl (Carbon Tetrachloride) & Aerosols, etc.
9. Disinfectants & Antiseptics
a. These are not exactly cleaning agents but their use completes the
cleaning process as these kill bacteria & prevent its growth.
b. Their use should be controlled carefully as many have strong smells
& often leads to illness, bad drains, etc.
c. Examples Odonil, Phenyl, Dettol, Savlon, and Naphthalene balls,
etc.
10.Air fresheners & Deodorizers
a. These are not strictly cleaning agents but are often used during
cleaning operations.
b. These mask unpleasant smells either by combining chemically with
the particles forming smells or by their smell being predominant.
c. Most of the air fresheners are available in the form of sprays.
d. Deodorizers are automatic spraying machines that spray a little
amount of fresh smell in the area at set intervals.
e. Examples Air wick, Odonil fresh sprays, R5, etc.
11.Bleaches
a. These are mainly used as a Laundry aid as it removes stains from
fabrics but can also be used for cleaning purposes as a stabilized
solution of Sodium hypochlorite for stained sinks, WC pans, Bathtubs
& Bathroom corners, etc.
b. These whiten the surface & have germicidal properties but great care
should be taken to prevent spotting on other surfaces.
c. Their use should be strictly controlled & never mixed with other
cleaning agents.
d. 2 types of Bleaches are Chlorinated or Reducing bleaches &
Oxidized bleach.
e. Examples Domestos, Ala, Vanish, etc.
12.Polishes
a. These do not necessarily clean however, produce a shine by providing
a smooth surface from which light is reflected evenly.

b. This can be done by smoothing out any unevenness on the surface of

the article as in polishing metals or by providing a very smooth
protective layer as in polishing floors & furniture.
c. Their composition & use will therefore depend on the surface for
which they are intended.
d. There are 2 main types of polishes
1. Metal Polishes These consist of a fine abrasive &
remove tarnish from the metal surfaces by rubbing it &
providing friction & produce a shine. These may be
Liquid, Foam or Cream based. E.g Brasso, Silvo,
Chrome gel, etc.
2. Floor & Furniture polishes These are protective
finishes which provide to the surface of the furniture or
the floor, with a thin layer of wax or resin. This layer
gives protection against abrasion, absorption of spillages
etc. these even out the surface & produce a shine which
can be maintained well by regular buffing. Eg. Manson
wax polish, Silicones, Spirit based etc.
Floor polishes can be spirit or water based according to
the types of flooring.

Issue and replenishing of Cleaning agents The housekeeper should implement proper systems for the methodical issuing of
cleaning agents from the housekeeping stores. Stores may be issued in the
following ways 1. By New for old or Full for Empty rule.
2. By daily requisitioning from housekeeping stores.
3. By daily caddy fill-up by night shift as topping up.
4. By weekly store pick-up from main stores.

CLEANING EQUIPMENTS
Efficient cleaning and maintenance are dependent upon high-quality cleaning
equipment, correctly used. These plays a major role in the cleaning process as
these help in making the work more efficient as well as comfortable for the worker,
saves time & gives satisfactory results. Most types of cleaning equipment fall
under the category of recycled items, but a few large pieces of equipment may be
considered fixed assets. The correct choice of quality cleaning equipment could
save costs due to breakdowns, reduce fatigue, and also ensure overall efficiency in

operations.There are 2 main categories - Manual equipment and Mechanical

equipment.
MANUAL EQUIPMENTS
These are the equipment which operate using manual power, skill & physical
energy. Many of these are operated using hands only. These are divided into 6
categories.
o Brooms & brushes
o Mops & wringers
o Cleaning clothes
o Containers
o Trolleys
o Sundry equipment
BROOMS
These are used for dry dust removal from a large area i.e. to remove large particles
of dust from hard surfaces like floors, walls & ceilings. Its main varieties are
Wall broom
Soft broom
Corn broom
Hard/yard broom
Whisk broom
Push broom
Feather duster
Care and cleaning of brooms a) These should be shaken free of dust and fluff.
b) Never store them standing on their bristles.
c) Never use soft broom on wet floors.
d) Hard brooms should be cleaned thoroughly in saline water and dried before
storing after being used on dirty wet areas.
BRUSHES
These are used for dry as well as wet work. These can be used on hard surfaces like
floors & walls for scrubbing & removing dirt & on soft surfaces like carpets,
furniture & upholstery for removing dust. Its main varieties are
Long handle scrubbing brush
Wall brush
Carpet/ hard nylon/coir brush
Upholstery/tapestry brush

 Box sweeper/ carpet sweeper - these are used for sweeping up dust and
litter from large areas like main porch as well as soft floor coverings like
carpets and rugs.
Toilet brush
Tile brush
Care and cleaning of brushed a) These should be gently tapped on a hard surface to loosen dust and debris after
the cleaning process.
b) If washed, it should be in cold saline water for better cleaning and stiffness.
c) After shaking off excess water, the brushes should be left to drip and dry.
d) Never leave brushes resting on their bristles, else they will splay out.
e) The friction brush of box sweeper should be kept clean, else the efficiency of
the equipment will be seriously impaired.
MOPS
There are 2 main types of mops dry & wet.
Dry mops consist of a head of various shapes & sizes, made from soft
twisted cotton threads or synthetic fibers & attached to a long handle. Used
for removing dust & small particles of soil from floors of large areas like
lobby, corridors etc. There are four main types of dry mops - impregnated
fringes; impregnated sweepers; static; and disposable.
Wet mops (Kentucky) are used for cleaning lightly soiled floors. There are
four types of damp/wet mops available - Do-all mops; Kentucky mops; Foss
mops; and Sponge mops.
Squeegees or wipers are used to remove excess water from flat surfaces. 2
varieties are floor & window wipers.
Care and cleaning of mops a) Shake dry mops well after use outdoors.
b) The mop head should be detachable so that they can be easily washed.
c) Drying is most important for wet mops as bacteria require moisture to multiply.
d) These should be stored in such a way that air is allowed to circulate around the
mop head.
WRINGERS
These are used for wringing out wet mops.
These works in 2 directions sideways & downwards. These are made of
metal or plastic.
New wringers come with mop bucket attachments. The main varieties are Foot paddle wringers
Mop bucket & handle
Rotating handle wringers
Care and cleaning of wringers -

a) Wringers buckets and containers should be emptied and washed properly

before storage
b) These should be dried while storing.
c) Detachable handle should be disassemble and reassemble prior to use.
CLEANING CLOTHES
These are fabrics used for dusting, cleaning & wiping purposes according to
surfaces. These include:
Dusters & mitts for dry & damp dusting of hard surfaces.
Rags old or worn piece of cloth used for applying polish & little dusting.
Use & throw.
Flannelette cloth for polishing or buffing purposes.
Chamois leather made of skin of chamois goat. Used wet for glass
cleaning & dry for polishing silver.
Glass cloth or scrim made of lint free material, cheaper substitute of the
above. Used for cleaning all types of glass surfaces.
Floor clothes coarser cotton dusters of manageable size & absorbent, used
to clean & wipe floors etc.
Wet clothes colour coded dusters used for cleaning & wiping various
surfaces.
Care and cleaning of cleaning cloths a) Wash, rinse and dry thoroughly after use.
b) Rags should be disposed off after use.
c) Disinfect periodically to prevent them from becoming unhygienic.
CONTAINERS
These are used or any other thing which required to be carried during cleaning
process. These includes: Buckets & pails metal or plastic containers for mopping, washing etc.
Purposes.
Spray bottles used to apply a fine spray of water or cleaning solution for
dusting.
Dust pans used in conjunction of brooms & brushes to collect dust.
Dustbins & sanibins kept in back areas, pantries, toilets etc. For
collection of wet & dry trash disposals (garbage).
Caddies wooden or plastic boxes used for carrying cleaning supplies for
guest bathrooms.
Housemaid boxes wooden, cane or plastic large box with handle & fitted
tray. Used to carry small items & cleaning supplies while moving from one
place to another in public areas.

 TROLLEYS
These are used to carry multiple things at one time from one place to another. The
main varieties are:
Maids cart or room attendant trolley, used on guest floors to carry
sufficient amount of supplies for a room attendant to carry out his work of
servicing allotted number of rooms.
Janitor trolley used in public areas like lobby & corridors etc to facilitate
a housemens work.
Garbage / linen trolley used to carry trash bags, soiled or fresh linen from
one area to another, like floors, laundry, linen room, dry disposal area etc.
Made of stainless steel like a cubical basket on castors.
Tilt trucks used for garbage disposal from outdoors & indoors.
SUNDRY EQUIPMENTS
These are used as a part of the cleaning process
Step ladders or stool steps
Cleaning rubber gloves
Equipments racks for holding brushes, dustpans etc
Airing rack to dry cleaning clothes.
Discarded linen for covering
Adjustable ladders for public areas
Signages & caution boards
MECHANICAL EQUIPMENTS
These are operated using mechanical or electric power. But these are not automatic
and thus human skill is required to operate. There are 3 broad categories:o Vacuum or suction cleaners
o Floor maintaining machines
o Shampooing machines.
VACUUM CLEANERS
These remove dust & other loose particles from hard or soft surfaces by suction
power. The main varieties are: Cylindrical & canisters models vacuum cleaners these have a hose pipe
with various attachment heads for different surfaces.
Upright vacuum cleaner more suited for large carpeted areas as these has
dual motor system, rotating brush & the dust is collected outside the body.
Back pack vacuums can be carried on a back &used for long narrow
areas like stairs, corridors etc. Or for high dusting like curtains, ceiling
corners etc.
Dusttete small handy vacuum for cleaning upholstery, carpet edges etc.

 Pile lifter used to lift packed or tangled piles of carpets. Used for heavy
duty vacuuming & freshen-ups after carpet shampooing.
Wet vacuums or vacuumats used for collecting dust or water from floors
& readily used for any spill emergency like flooding due to ac leakage etc.
Electric brooms & sweeper light weight vacuums with rotating brushes
used for superficial vacuuming & quick touch-ups on carpets & hard floors.
There are ride on models also for larger & outdoor areas.
Carpet blower used to dry wet carpets after shampooing or in bad weather
conditions.
Care and cleaning of vacuum cleaners a) Trained staff is needed to operate the vacuum cleaners.
b) The wheels or castors need to be oiled periodically.
c) After use, the dust bags should be checked and emptied.
d) Wipe the casing daily and check the hose and flex before use.
e) Clean the attachment heads after each use.
f) In case of wet vacuums, the buckets should be washed, rinsed and dried.
g) The machine and its parts should be stored off the ground on a rack, in a well
ventilated place.
FLOOR MAINTAINING MACHINES
These are used for maintain cleaning & polishing standards of various floors like
marble, tiles, wood etc. These are used for scrubbing, buffing, polishing, stripping
& sealing floors. The main varieties are: All purpose cleaning machine used for scrubbing, buffing & polishing of
hard floors as well as shampooing carpets.
Combined scrubbing & polishing machine used for washing, scrubbing
& polishing of marble & tiled floors
Buffing machines used for buffing & polishing of marble & wooden
floorings.
High pressure jet washers used for high pressure washing of outer areas
like porch, ramps, courtyards etc.
Floors scrubbers used for scrubbing of hard floors only.
Care and cleaning of floor maintaining machines a) The brushes and pads should never be left on the machine after cleaning.
b) The pads should be washed, rinsed and dried thoroughly.
c) The fluff should be removed from the brushes before washing.
d) Wash, rinse, and dry wet ones after use.
e) The dry ones should be washed occasionally but dust should be tapped away
after use regularly.
f) The tanks should be emptied, washed and dries before storage.
SHAMPOOING MACHINES

These are used for cleaning carpets & upholstered furniture. Shampooing is the
method of cleaning carpets without water. The main varieties are: Dry foam cleaning machine a powder-based solution is spread evenly
across the surface of the carpet or rug. It then sets for period of time while
the detergent works to remove stains. It is then vacuumed up with a high
powered vacuum to effectively clean the dirt & stains.
Bonnet cleaning machine - employs an absorbent pad ('bonnet') attached to
the bottom of a rotary machine. Detergent solution is sprayed onto the carpet
ad the rotary pad is used to agitate and remove the soil suspended in the
solution from the carpet. Once one side of the pad gets soiled, the sides can
be reversed.
Carpet shampooing machine - detergent solution is released onto the
carpet through openings in a rotary brush, whose rotary action converts the
solution into foam and works it into the carpet. Once dry, vacuuming
removes the residue containing loose, encapsulated soil.
Hot or wet extractors/steam cleaners - portable or truck-mounted
equipment is used to spray heated detergent solution into the carpet pile at a
high pressure and immediately extracted along with the suspended soil
particles. The machine may employ rotary brushes or another agitating
device to work the solution into the pile and loosen soil.
Upholstery shampooing machine used for cleaning upholstered furniture
like sofas, chairs etc.

ROUTINE CLEANING OF GUESTROOMS

Routine cleaning of guestrooms vary from day-to-day due to the fact that room
may be occupied, vacant or departure. Cleaning method and time vary from
different rooms. Room attendants or GRA are responsible for room cleaning and
they can prioritize rooms to be serviced first, on the basis of immediate needs of
the guest if any, such as any guest wants their room to be cleaned early or if there
is any departure room required to be sold urgently or for early arrival, then the
room attendant always consider it as a priority. However, the normal practice or the
general order service is to attend to vacant room first, then departure rooms if
blocked for morning arrivals, then occupied rooms with make my room
(MMR/CMR) cards and then occupied room except DND rooms, late and refuse
service rooms. The in-house VIP rooms to be cleaned before 1100 AM if there is
no DND sign.

Sequence of Guestroom cleaning Cleaning needs to be planned for not only by the managers, but also by the GRAs.
The GRA need to plan the order of guestroom cleaning. The normal sequence can
be divided into -

 Preparation - It begin at the control desk where staff reports for their duty in
and out. They signed for their section master keys and collect the section
occupancy reports and room attendant checklist. Occupancy report of the
section indicate the room status and various rooms needed to be serviced
during the day. Room attendant checklist enlist the time in and out of
guestroom, any fault found by him in the room, any extra supplies or amenities
placed in the room. Also if the room is opened for any other person with their
master key, the their name and time should be recorded for security
reasons.after collecting the keys and their room assignment sheets, the GRA
proceed to the floor pantries, where they need to assemble the cleaning and
guest supplies.
Assembling supplies - It includes the filling of cleaning agent like all purpose
cleaner and floor cleaner, etc.; stocking of maids cart with all necessary
supplies like linen, room accessories and amenities. It avoid running between
floor pantry and guest rooms.
Actual Cleaning task: This includes
Beginning tasks
Bed making
Bathroom cleaning
Room dusting
Vacuuming / mopping
Replenishing & final check.
Servicing a check out/departure room
Beginning tasks are
Open curtains & windows (airing of room but weather permitted).
Turn off air conditioning or thermostat.
Remove food trays if any.
Place cleaning caddy in the bathroom.
Empty ashtrays & rubbish into waste bin.
Check for lost property & maintenance.
Switch off lights
Strip beds & collect soiled room & bath linen.
Take soiled linen & trash to trolley to dispose off.
Take back clean linen for bed making
Bed making procedure
Pull out bed
Remove blanket/duvet/quilt
Check mattress & mattress protector for any stains, repairs etc.

 Make bed as per set procedures & standards.

Place bed spread on bed according to hotel standards.
Bathroom cleaning procedure
Flush toilet & put toilet cleaner in & leave to settle properly.
Wash the basin & wash all cups, saucers & glasses & wipe dry with a clean
wiping duster.
Use appropriate cleaning agents & clean inside & outside of hand basin.
Include surrounds, underside, pipes, base of taps & plug hole or drain
stopper (no hair).
Clean mirrors & ensure no spots, smudges or streaks.
Clean hair dryer & wall phone, paying particular attention to all contact
areas.
Clean toilet/WC.
Use toilet cleaner & brush thoroughly to include below water level & under
rims.
Rinse well & wipe all surfaces including outer rims, pedestal & exterior
pipes.
Always use a separate duster for WC cleaning & wiping.
Clean both sides of seat including area at hinges.
Clean cistern & handle, wipe its underside if applicable.
Clean seat cover from both sides & leave down.
Wipe toilet paper holder & fitting.
Clean & wipe the bidet spray & wipe or basin if there.
Spot clean wall & surrounding area.
Disinfect the seat & place WC band on the seat cover.
Use appropriate cleaners & clean the shower area.
Clean the bathtub or shower cubicle along with fittings & surrounding tiles.
Pay special attention to drain stopper & plug for any hair or debris.
Clean taps, shower heads, pipes & grab bars.
Include base of taps, side panels, soap niche etc.
Scrub clean the shower curtain or cubicle door.
Wipe & dry the shower, curtain & curtain rail.
Clean & dry shower head hose, wall tiles, door front, back & jambs.
Replace all towels & bath mats.
Replenish tissues & toilet rolls.
Replace the guest supplies & arrange as per hotel standards.
Draw the shower curtains across.
Ensure that ceiling is spotless & tiles free from water/soap stains.
Clean the floor including

o
o
o
o

Behind door
Surrounding toilet
Under basin
All corners of bathroom.

Room Dusting procedure

Follow the work flow, beginning at the back of the door & work
systematically until back at the door again.
Damp dusting is more effective than dry dusting as it prevents dust from
flying about.
Clean behind the door all notices, back & front door & locks, fire plan etc.
Clean wardrobe inside shelves, hanging rails, inside & outside doors,
hangers, etc.
Tidy & replenish supplies like laundry bags, lists, blankets etc.
Clean mini bar & tea set-up area.
Clean all top surfaces, exteriors, interiors, shelves, sides & undersides, door
& frame, etc.
Clean luggage rack including top, sides & shelves.
Clean mirror frame & glass ensuring no streaks or cloudy film.
Dust dressing table top, lamp, shades & drawers.
Dust & clean chair including seat, back, legs etc.
Clean TV unit screen & under the TV. Check that all wires are connected
& that TV is on standby.
Clean room skirting.
Clean windows glass & frame, ensuring no cobwebs behind curtains, rods &
hooks.
Wipe clean coffee table top, base & legs.
Brush off sofas, chairs etc. wipe frame, legs & arm rests.
Dust pedestal lamp, stand, fitting & shade.
Clean top & face of the bed head, headboard & foot.
Clean & disinfect telephone, unit, cradle, & cords.
Dust clean bedside tables, lamps, shades etc.
Dust clean writing table, top, sides, legs & drawers.
Replenish stationary & other supplies.
Vacuuming & Mopping
Vacuum, sweep or mop the floor as per hotel standard.
Always commence at the farthest end from door, work backwards towards
the exit.
If using mop, swing mop from side, using a figure of eight movement.

 If vacuuming, follow safety instructions properly.

Replenishing & Final check
Replenish room & bathroom supplies.
Close & lock windows, lace curtains & switch on the air conditioning.
Finally have a glance around the room to make sure nothing is missed for
cleaning or replenishing.
Fill in the room checklist & close the room.
Servicing an occupied room
All procedures are similar to that of servicing a departure room except for the
following: No lost property checks instead any guest belonging is to be neatly kept at
the table.
Bed linen may be checked for guest belongings like watch, rings etc.
Guest supplies will be replenished but the used ones are not removed.
Drawers are not checked.
Guests personal toiletries are neatly arranged on a face towel at the counter.
Guest clothes if left scattered in the room are to be folded neatly & kept.
Servicing a vacant room
All vacant rooms are normally serviced before checkout or occupied rooms, so that
they may be sold first by the front office.
Beds and bathroom of a vacant room are already made, only morning service,
dusting & vacuuming is done as a routine service. A vacant room, if vacant for one
or two nights, should be
o checked for dust
o flush toilet
o Wipe clean glasses & ashtrays etc.
Apart from daily cleaning of guestrooms done by morning staff. There are other
services also given to guestrooms. These are Evening / Turn-down service - It is given by evening shift staff to all the
rooms irrespective of the status like occupied, vacant and departure. In this
service, the room and bed is prepared for the night and should be done prior to
the guest retire to the bed. This includes removing of bed cover, drawing of
curtains, and turning down the bed for guest to sleep. It also includes general
brush up cleaning, where soiled glasses and linen etc. Are replaced amenities
replenished and ashtrays and dustbins are emptied.

 Touch-up service / Second service - It is given on guest request where a guest

has had the party or meeting in room or want his room to be back on order.
Room attendant clean up soiled glasses, empty out ashtrays and dustbins, clear
trays and replenish amenities.

Room Inspection
As per the saying Your last look at the room is the guests first look, it is still the
working guidelines for inspection. Inspection of guest room is done by floor
supervisors and assistant housekeepers. It is an important to check all the rooms vacant, departure and occupied on daily basis as per hotel standards. Departure
rooms first check and inspected by the supervisors to make them vacant. Special
VIP rooms, SPATT and HWC arrivals should either be checked daily or at random.
Inspection includes ensuring 1. The desired resulkts of an established cleaning system are consistently
achieved.
2. Every part of guestroom has been dusted or vacuumed properly.
3. The bed is properly made.
4. Amenities have been placed properly as per the set standards of the hotel.
5. Bathroom is absolutely clean and hygienic and stock with required supplies.
Importance of inspection Inspection is important because it is a double check if room attendant has
overlooked anything.
It is important to find faults and problems if any and get them rectify before
guest finds out.
Accessing and evaluating room attendants works and motivating them to
improve in the process.
Room inspections not only help identify ordinary problems with cleaning but also
helps identify areas that need deep cleaning or maintenance. A room inspection
report should be completed which notes such items as the condition of furniture,
fixture and equipment; the appearance of the ceiling and walls; the condition of the
carpet and other floor coverings; and the cleanliness of window interiors and
extensions.

Neglected areas
These are areas in guest room and bathroom which are overlooked by room
attendants and tends to accumulate dust. These are normally hidden from the guest
views but reflect cleaning standards of the hotel. E.g. AC grill, top of windows and
doors, corners and edges of carpets, top most tiles of bathroom wall, curtain rods,

etc. These are also known as commonly overlooked areas. With experience,
supervisors and housekeepers can check the items mentioned in the room checklist
quickly and accurately. During slow seasons or before planning a general clean,
housekeepers should take time to check areas that may have been overlooked.
Cords - Dust on electrical cords not only detracts from overall cleanliness of
the room; it is also a fire hazard.
High spaces - Which includes the tops if furniture, and picture frames.
Hard to reach floor areas - Like top of wardrobe.
Hair dryers - If the bathroom is equipped with a hair dryer, the lint screen
should be checked for dust and hair.
Ceiling fixtures - These should be checked for cleanliness.
Neatness - furniture, liners and guest amenities and supplies must be properly
positioned.
Odors - Foul odors should be checked when entering the room. E.g. Smoke
odors in nonsmoking rooms.
Considering the above overlooked areas the Dirty Dozens in a room, which must
be cleaned, are 1) Top of door edges and ceiling.
2) Air-conditioning ducts, vents and diffuser grills.
3) Under bathroom counters.
4) Beneath the grab-bar and dresser table.
5) Behind the WC bowl - the S-trap.
6) In the toilet roll niche.
7) Faucet nozzle filter.
8) Toilet vents.
9) Top of picture frames.
10) Area above pillow racks.
11) Rear surface of doors.
12) Interior surfaces of drawers.

Dealing with Under Repair rooms.

It is the housekeeping departments responsibility to have guestrooms prepared for
repair work by the maintenance department. The housekeeping department can
take a room out of service, declaring it as OOO, when major repair work is
required in the particular room. On an annual or half yearly basis, some rooms may
be declared under repair when the maintenance department carries out preventive
and scheduled maintenance in the guestrooms. The Housekeeping responsibilities
includes a) Taking room out of service, informing the front office of an OOO guestroom
status, and hanging the OOO sign on the door knob.

b) Removing all guest supplies from the bedroom and bathroom and having them
stored in the floor pantry.
c) Removing all the soft furnishings from the room and storing these in the floor
linen store.
d) Covering the mattress and large furniture with dust sheets large enough to
enclose headboard too.
e) Disconnect telephones, television and other electronic devices from the room,
covering and storing them in storage area.
f) Sending all easily movable furniture, all accessories, and loose articles to the
floor pantry or store for storage, ensuring that all the items are labelled
properly.
g) Cover large furniture left in the room with dust sheets.
h) Sending carpets for shampooing.
i) Removing flowers and plants etc. and send them to nursery.
j) Sealing all taps and sinks other than a single source of water supply.
k) Closing all doors and windows to avoid any noise from disturbing other guests;
opening the windows to ventilate the room after the repairs are completed.

ROUTINE CLEANING OF PUBLIC AREAS

All back areas and some Public areas are cleaned thoroughly at night due to
continuous guest traffic during the day. Cleaning in public areas should be carried
out at the time when it will cause as little inconvenience as possible. The offices
and coffee shop etc. Are cleaned before breakfast or before opening. Larger areas
like banquets, lobby and lounges etc. Are cleaned during the night and only final
dusting and touch-up cleaning is done by morning staff. Public restrooms or cloak
rooms should be cleaned and washed thoroughly during night but frequently
serviced during the day by cloak room attendants. It includes changing of towels
and other supplies, cleaning and drying basin, WC, etc.
There are 3 factors which affect the overall cleaning organization of Public areas of
an establishment. These are 1. Architecture - It includes the infrastructure, building and surrounding areas. For
example a) Cemented hard courts or landscaping
b) Brass doors or Glass doors.
c) Carpeted floor or marble flooring, etc.
Every aspect of decor has a different way of cleaning.
2. Lobby space allocation - It means the arrangement of furniture, fixtures and
space given to various sections of Public areas, like entrance to F&B outlets,
reception area, travel desk, sitting style or counter style etc. Which require
different methods of cleaning.

3. Guest Traffic - Different time of the day has different type of guest traffic in
public areas. For example - meal timing have heavy rush of in-house as well as
non-resident guests in the restaurants and other F&B outlets, lobby and front
desk is busy during check-out time of the hotel, similarly banquets have
various functions which even keeps the main porch and lobby along with
cloakrooms busy through out the day; this majorly affect the scheduling and
methods of cleaning in these areas which needs to be flexible and planned
accordingly.
Scheduling Public Area cleaning It is different from scheduling guestrooms and room attendants The day shift concentrates on keeping public area neat in appearance.
Thorough cleaning of public area is done during an early morning shift.
Scheduling is based on labour analysis which shows an average of how many
labour hours it takes to complete a task.
The design of the public area must be factored into the labour analysis as it also
affects how the area is cleaned most effectively.

DAILY CLEANING OF PUBLIC AREAS

ENTRANCE (MAIN PORCH, FOYER, RAMP etc.)
Cleaning is done by Housemen twice per shift but frequency is increased
depending upon guest traffic, weather etc. the main tasks include: Ramp & Yard cleaning, continuously by Box sweeper or Electric broom.
Mopping main porch & foyer areas.
Removal of finger marks & smudges on doors.
Polishing of handles, rods, knobs & sign boards.
Washing done by night shift.
LOBBY (MAIN CENTRE AREA, HOUSEPHONE, etc)
Lobby cleaning is done thoroughly in night but frequent touch-up is done
during the day by Lobby attendant. Main task includes: Cleaning ashtrays, ash urns & bins etc.
Dusting & straightening of fixtures, cushions etc.
Sweeping & Mopping floors & vacuuming carpets, rugs, etc.
Disinfect telephones & house phones.
Dusting & cleaning of different Artifacts & show windows.
Washing, scrubbing, polishing done in night as per schedule.
FRONT DESK (RECEPTION, CASHIERS, CONCIERGE, BELL DESK,
etc.)

Cleaning is done by Head houseman or Lobby attendant during off business

hours or on call by front office staff. The main tasks includes: Empty waste paper basket & bins.
Cleaning of finger marks, smudges, counter top & computers.
Dusting of computer keyboards & wires, racks & cupboards.
Polishing of sign board etc.
Vacuuming or mopping of floors.
CORIDOORS (GUEST CORIDOORS, SHOPPING ARCADES, etc.)
Cleaning is done twice in morning & once in evening shift by Public area
houseman. Main tasks include: Dusting of doors & various fixtures.
Polishing of name & number plates.
Dusting of vents, AC grill, detectors & sprinklers.
Vacuum carpets & mopping of floors.
ELEVATORS & LANDINGS
Cleaning is done by lobby attendant. It is done very frequently in every shift
due to excessive usage by guest & staff. Main tasks include: Polishing of doors, handles & rails.
Removal of finger marks from doors, wall & switches.
Scrubbing & polishing floors during night shift.
Elevator channel cleaning as weekly task.
Vacuuming & Mopping.
ALL FOOD & BEVERAGE OUTLETS (COFFEE SHOP,
RESTAURANTS, BARS, LOUNGES ETC.)
Cleaning is done by Head houseman & Restaurant boy during off time for Bars
& Restaurants & twice per shift for Coffee shop & Lounges. Various tasks
includes: Dusting & cleaning of walls, panels, fixtures & fittings.
Dusting of Buffet counter & furniture legs.
Vacuuming or mopping of floors.
Thorough cleaning & polishing in night shift.
BANQUETS (FUNCTION & CONFERENCE HALLS)
Cleaning is done by banquet attendant & houseman immediately after the function.
Main tasks include: Cleaning of furniture, fixture, walls & floor.
Polishing of sign board, handle etc.

 Chandelier cleaning is weekly cleaning task.

HEALTH CLUB/ SWIMMING POOL.
Cleaning is done by Pool attendant & Public area houseman once in every shift &
on call. Main task include: Cleaning Ashtray & trash.
Straightening of loungers & furniture.
Mopping floor
Cleaning of walls.
Pool water cleaning with fish net.
CLOAK ROOMS/ PUBLIC RESTROOMS.
Cleaning is done twice per shift per area with frequent touch-up by cloak room
attendants both Male & Female. Main tasks include: Cleaning & disinfecting toilets & WC.
Emptying ashtrays & sani bins.
Cleaning of basins.
Polishing of fixture like taps, handles etc.
Frequent mopping of floors.
Washing of floors & walls done in night.
Replenishing supplies like liquid soaps & bars, towel, tissue rolls, etc.
BACK AREAS (OFFICES, EMPLOYEE LOCKER ROOM, LIFTS,
STAIRS, etc.)
All areas like Administrative offices, locker room, Cafeteria, Service elevators &
Corridors, etc. are cleaned on daily basis by Back area housemen & Casual staff.
The tasks include: Dusting of various articles like Computer, Furniture, Walls etc.
Emptying of waste basket & bins.
Sweeping & mopping or vacuuming of floors.
Window cleaning & floor scrubbing done on weekly basis.

UNIT 3
Linen, Uniform

Classification of linen, sizes selection criteria for the linen items and uniform functional
and aesthetic consideration
Activities of the linen room
Establishing par stock for linen and uniform
Location, equipment and layout of a linen # and uniform # (basic rules)
Purchases of linen/ linen hire-quality and quantity
Storage, issuing of linen and uniform and inspection
Stock taking procedure and records
Handling condemned linen, Marking and Monogramming

THE LINEN ROOM

The linen room usually serves as the base of all operations for most of the
housekeeping departments. It is usually under the control of a supervisor, who has
the responsibilities for issue and control of all linen. Affiliated with this section are
the sub-section for uniforms and linen repairs. It is opened generally during the day
according to the time suited for all shifts like 7:00/8:00 AM till 6:00/7:00 PM,
which covers all shifts. Usually time for linen pick-up is given for all outlets of a
hotel like room service, housekeeping, banquets, etc. A linen room could also have
a dedicated linen store which keeps a stock of new linen to replenish those which
are in circulation when they are lost or damaged. The amount of linen maintained
is based on the size of the property. For example, linen investment is going to be
enormous when one considers the volume of linen to be used in s hotel. The
amount of linen is based on the total number of linen required to equip all rooms
and restaurants in one time. This is considered as linen in circulation. This par is
multiplied keeping in mind the time required to wash the soiled linen. An in-house
laundry should take about 24 hours to launder a set of linen while outsourced
laundries may take up to 48 hours.
Every hotel has its own policy regarding the change of bed linen. Deluxe
properties may want to change used bed linen everyday. Economy properties may
change linen every alternate day or every three days. In any case a room cleared
for sale to a new guest will always have fresh linen. The floor supervisor will

ensure that the hotel policy is carefully implemented. The challenge for the linen
supervisor increases if the property uses different coloured linen for each restaurant
outlet. Each colour will need its own par stocks. While it is prudent for all hotels to
use white linen, interior design concepts may insist on coloured linen, especially in
restaurants.
Linen is the housekeeping departments second largest expense. Linen is expensive
to replace, and if it is well maintained, correctly laundered, and properly stored, its
life can be extended. Soiled, worn, or creased linen leave a bad impression of the
cleaning standards in a hotel. Guests dissatisfied by this may be lost for ever.
Efficient linen and laundry management ensures that large volumes of soiled linen
are washed and treated so as to look neat, smell fresh, and feel crisp and that they
are disbursed at the right time and to the right place.

Linen room organization There are primarily two types of linen rooms - centralized and decentralized.
Centralized linen room - In this system, linen from all floors are collected and
sorted in one central area. The linen room supervisor has complete control over the
linen room. All linen issues and receipts go out from here.
Decentralized linen room - In this system, each floor maintains its own par stock
of linen. As and when necessary, these are replenished from the main linen room.
The linen par is stored in floor pantries, and the floor supervisors are responsible
for maintaining the par level. This system works well in hotels that have a large
number of floors. The system is also used in resorts, where rooms are spread out
across a large expanse of area.

Activities of Line room The following activities are carried out in a linen room :
Collection of soiled linen
Counting and sorting of soiled linen
Packing and dispatching of soiled linen to laundry
Receipt of fresh linen from the laundry
Checking and sorting of fresh linen
Storage of fresh linen
Distribution of fresh linen to the floors and other areas
Stocktaking for linen and maintenance of records
Stitching, repairing, mending and monogramming of all hotel linen and
uniforms
Uniform selection, storage and issue
Discarding of unusable linen
Security of linen and uniforms.

Layout and Equipment of linen and uniform room Linen room equipment and accessories includes Trolleys - To transport fresh linen from the laundry. Modern trolleys are light
with reliable wheels to reduce the fatigue of those pushing them.
Multi-purpose trolleys - To transport heavy and large quantity of linen and
other goods.
Mobile uniform stands - To trasport fresh and processed uniforms from laundry.
Ladders and step stools - To reach the higher shelves of racks.
Cupboards - To store quality linen and uniforms.
Racks - To store fresh linen in circulation. They can be fixed or mobile.
Hanging racks - To store and maintain uniforms.
Hampers - To dump soiled linen or uniforms.
Linen bags - To segregate linen being sent to the laundry.
Folding tables - To fold fresh linen
Plastic bags - To pack linen when it is put in the linen store.
Coat brushes - To brush coats and other uniform items.
Tags - To label or mongram staff uniform, stored and discard linen.
Dusttete - Small handy vacuum cleaner to clean racks, corners, etc.
Sewing machine - For tailors to carry out stitching, mending or repairing work.
Layout of Linen & Uniform Room -

Fig. 3.1 Layout of

Linen&
uniform room

Care &
storage
conditions:1. The
room
must be
well ventilated, cool & dry & free from possibility of insects & pests.
2. Should be protected against dampness, sunlight, chemical fumes, etc.
3. Properly designed racks should be used so that rust & white ants do not get
to the materials.

4. Shelves should be firmly fixed & strong enough to store large table clothes
& sheets, etc. The last shelf should be at least 6 above the floor for proper
cleaning as well as airing.
5. The room should have only one entry/exit for security purposes. It should be
easily accessible to all employees & laundry.
6. The room should have a counter for the exchange of linen/uniform.
7. Room & restaurant linen should be arranged by size & neatly stacked in
shelves.
8. Uniforms should be hung properly & department wise in racks & cupboards.
9. Shelves or racks & cupboards should be covered by curtains or sliding
doors.
10.Linen store items like heavy linen, new cloth material, etc. should be
covered with dust sheets or discarded curtains, etc. For long term storage,
wrap items in plastic foils or pack in paper lined cartons after washing.
Woolens must be washed before storage.

Types of linen There are three main categories of linen 1) Room linen - This category consists of Bed and Bath linens. Many hotels have
their name and logo embroidered into the linen for identification and
standardization. This is called monogramming.
a) Bed linen - This category includes all the laundrable articles on the bed.
Bed linen may be made from linen, cotton, or synthetic fibers. Blends are
the more popular choices now. Bed linen includes sheets, pillowcases,
blankets, duvets covers, mattress protector, night spreads, etc.
b) Bath linen - This category includes all kinds of towels found in a guest
bathroom, wash cloths and bath mats. The preferred colour at most hotels is
white, though they are available in many other hues, both pastel and dark.
Towels are almost always made of cotton terry cloth or turkish towelling
with uncut pile for high absorbency. Main types of bath linen are Bath
towel, hand towel, face towel, bath mat, bath robe, bath sheet, etc.
c) Furnishing fabrics - This category includes all soft furnishings and
upholstery articles like duvets, cushion covers, bed spreads, loose covers,
quilted bed coverings, etc.
2) Restaurant Linen - These are also called F&B line or Napery items. These are
used in restaurants and banquet halls. This includes table clothes, napkins, slip
cloths, underlays, frills, runners, tray mats, waiters cloths, etc.
3) Uniforms - uniforms are garments of a specified material, colour and design,
usually provided by the establishments, for staff. In most hotels, housekeeping
department is the custodian of uniforms for all hotel employees. These used by
different departments of a hotel must usually be in sync with the theme of the
hotel while being distinctive from each other. Departmental uniforms must also

be designed keeping in mind practical ease, comfort, appearance, protection,

and various other factors.

Importance of Uniforms
1. Maintains the grooming standards of the hotel staff.
2. Gives hotel managers more control over an employees dress.
3. Also allows the managers to create an image for the property through the
kind of uniforms they choose.
4. Helps the guest to identify the staff members who can offer assistance &
information.
5. Uniforms reveal the designation of an employee.

Linen Hiring
It is done to differential requirements over a year as for seasonal establishments,
conference hotels & infrequent banqueting, etc. There are various companies that
gives linen to such hotels on hire basis.
Advantages
1. No initial or replacement cost only deposit amount.
2. No repairing is done by hotel staff.
3. Fewer staff is required.
4. Less space needed.
5. Reasonable hire charges comparatively.
Disadvantages
1. Linen quality not maintained.
2. Frequent breakdowns in service leads to problems.
3. No control over laundering of linen.
4. Wider size range for uniforms is required.
Both Purchasing & Hiring of linen is done annually for saving & cost
effectiveness.

Linen control
This is carried out in four phases Routine checking of linen for appearance and hygiene standards.
Quantity control of the daily flow of linen stock / linen exchange procedure.
Stocktaking or physical inventory of linen.
Proper documentation of linen through the master linen inventory control sheet.

Discarded linen (Condemned linen)

Discarded linen is the one that cannot be used in operations anymore. An important
part of linen keeping is the use of discarded linen. Discards occur due to
irretrievable stains, tears, discoloration, etc. They are to be shown to the inventory
ledger accountant who has to declare the items as discards & delete it from his
inventory register. The linen keeper also maintains a discard register which gives
the date & numbers of all such discards, which have to be replaced through
purchase or from the Linen store. There are various ways in which these discards
can be recycled & used
1. As cleaning cloths for the cleaning crew.
2. For covering furniture stored in the furniture yard.
3. To wrap carpets kept in storage.
4. To cover carpets in rooms when other maintenance is in progress.
5. Torn into rags for polishing purposes.
6. To wrap long-stored linen & uniforms.

Par stock
It is the minimum level of linen & uniform which is required to meet the daily
demands so as to ensure smooth operation.
Importance of Par Stock
1. To make correct & efficient investment of capital.
2. To prevent overstocking & thereby avoid chances of spoilage during storage,
space problems, etc.
3. To ensure proper supply at all time.
4. To help in effective budgeting.
5. To simplify inventory taking.
6. To bring about manageable control.
Establishing Par Stock
It requires considering few factors in establishing Par Stock or level of linen &
uniforms. These factors include Laundry cycle of the hotel, Replacement frequency
of linen & emergency situations in the hotel operations, etc. However, the standard
par levels are
For Linen Determine the requirement of each guest room & restaurant per
shift. This is established by the linen per bed in a guestroom & table in a
restaurant. This is multiplied 5 times as per the following cycle:
1 change in circulation
1 change in the floor pantry.
1 change in the linen room.

 1 change in the laundry.

1 change in the linen store (optional).
For Uniforms The par stock of uniforms is determined on the basis of
a) Cloth material
b) Job position
c) Nature of job
4 changes are kept for uniforms which are changed daily, such as waiter
coats, utility worker uniforms, room attendants, etc. The cycle of par stock is
as follows:
1 change in use.
1 change in the Uniform room.
1 change in the laundry.
1 change in the linen store (optional).
More specialized uniforms like ethnic dresses & suits may have a turnover
of 2-3 times only, in view of cost. Terry cotton & woolen uniforms also have
2 changes kept as par stock.

Inventory Control or Stock Taking

As Hotel invest a large amount on linen & uniform, it is necessary to keep a close
control on its usage & storage. An effective control is possible through
a) Control on misuse, shortages & mix-ups.
b) Proper storage
c) Regular stock taking
d) Spot checks
e) Proper supervision.
Stock taking or Inventory means physical verification by counting of all linen &
uniform in the cycle at periodic intervals or at the time of closing of accounting
books for valuation purposes at the end of a financial year. It is carried out under
the supervision of Linen supervisor, Accounts officer & area in charges like floor
supervisor or Outlet manager or Senior captain, etc.
Principles of Stock taking
1. Conduct stock taking on 3 separate days, each for uniforms, room linen &
restaurant linen with prior information.
2. Segregate & group all items (including discards).
3. Count items physically every 3 months known as quarterly inventory.
4. Count items in circulation & in store separately.
5. Stamps discard, count & keep aside.
6. Tally totals counted with the last inventory figures plus new issues.

7. Linen & uniform supervisor to be present when the inventory clerk &
auditor are counting.
Room Linen Inventory
Restaurant Linen Inventory
Uniform Inventory

Linen Exchange or Issue of Linen & Uniforms: Rule for linen exchange is 1:1 or Clean for Dirty.
Issue or exchange takes place through exchange counters only on specified
timings given to various departments.
Collection of soiled linen is done in different linen bins & hampers.
Dispatch of soiled room linen can be done either of the following
1. Directly to laundry with Shute system openings in laundry collection
area.
2. Soiled linen trolleys collected directly from floor pantries by laundry
attendants.
3. Soiled linen collected in linen room & sent in trolleys to laundry by linen
room attendants.
Room linen exchange happens through Room linen Exchange book or Room
linen control sheet which has the articles listed that are used on a guest floor.
It is made in duplicate & signed by the Supervisor. Room or Pantry
attendants take this sheet to linen room for getting the fresh linen against the
soiled linen items.
In case of Off premises laundry or Linen hiring; list of soiled articles is
made in duplicate one goes with the articles & the second is the book copy
kept in linen room. It can be delivered & received on equal basis or separate
lists being made which is tallied accordingly.
F & B linen exchange is done in same way as of room linen but various
outlets have different time for collection. It is done through F & B exchange
book, where one copy is kept at linen room for records.
Uniforms exchange in case of regular employees is done strictly on 1 to 1
basis & at stipulated time. For new employees & interns, uniforms are issued
against a specific authorization letter received from HRD. Uniforms are
issued ensuring the size or name of the staff taking it.
Inspection is done to check for any repairs, stains, creases & original counts.
Any faults found, the article is kept aside for mending, pressing, etc. This is
majorly done in case of Commercial laundry, however in case of In-house
laundry; the inspection is done by laundry staff.

UNIT 4
Laundry Management

Importance and principles of laundry

Flow process of on premise laundry
Equipment, layout and planning of laundry (basic rules)
Ph scale and its relevance in laundering
Dry cleaning
Guest laundry services offered, collection and delivering
Stain removal

LAUNDRY OPERATIONS AND MANAGEMENT

The Laundry can be defined as a place where the washing & finishing of clothes &
other washable articles is carried out. Based on the type of hotels, there are 2 main
types of laundries.
TYPES OF LAUNDRIES
On-Premises / In-house Laundry (OPL)
It is the hotels own laundry, situated on its premises. It may be run by the
management or managed on a contract. Many hotels make this heavy
investment to provide quality service to guests. More care is taken while
laundering in-house since it is the direct responsibility of the hotel. Services
are faster like 8-10 hrs to return laundered articles; hence, par stocks are
reduced. There is better supervision, better control & hence a longer life for
linen. There are fewer chances of pilferage since the linen does not leave the
premises. However, a contingency plan must be made, to be implemented in
case of equipment failure.
Advantages
1. No losses or shortfalls of missing articles are likely to occur.
2. Less stock required as the cycle is quicker.
3. Can cover emergency requirements.
4. Is a capital asset.
Disadvantages
1. The initial capital investment is high.
2. Higher labor costs.
3. Technical expertise or special management is required.
4. High cost of maintenance, repairs & overheads.
Commercial / Contracted Laundry (Off PL)

These cater to hotels on a contract basis. The contract specifies the rate for
laundering different articles of linen, the time taken for laundering, etc.
Usually the soiled linen is laundered aa7 delivered back to the hotel within
24-28 hrs. The laundry may, however, hold back 3-5 % of the soiled linen
for stains removal & other special treatments. Contract laundry is a good
option if the hotel does not want to make a heavy investment in setting up its
own laundry or has space constraints.
Advantages
1. Little technical expertise required.
2. Labor costs are saved.
Disadvantages
1. Less control over standards & quality.
2. Delivery & collection delays.
3. Higher stocks required as it takes a longer time for the whole
process to complete a single laundry cycle, including
transportation.
4. Loss of articles may increase.
5. Extra costs for special treatments.
6. Guest laundry cannot be taken up.

OPL
Sections of an OPL
Collection, Sorting & Marking section
It is where the collection of soiled linen items takes place. If the hotel has a
Shute system, the opening of shuts is in this section of laundry.
Sorting is separating linen items according to size & soiling, etc.
Marking is done to establish separate laundry treatment & for Guest laundry.
Washing & Dry cleaning section
This is where actual washing & processing or Dry cleaning of linen happens
in various machines.
Tumble operation section
It is the area where linen items are dried in Hydro-extractors & tumble
driers.
Ironing & Folding section
This is where linen is ironed using different types of ironing machines like
Calendaring machine, steam press, flat irons, etc.
Folding area has large folding tables for folding linen especially bath linen
that is not sent for ironing.
Spotting section
It is the section where stains are removed using high pressure chemical &
steam sprays.

 Guest laundry section

This is where collection, marking, storage & delivery of guest items take
place.

PRINCIPLES & GENERAL RULES FOR LAUNDRY

OPERATIONS
a) Articles are handled carefully i.e. movement of linen from washer to drier
etc.
b) Tensile strength of the fabric to be maintained by not using harsh chemicals
& excess bleach, etc.
c) Spotting or stain removal has to be done before washing.
d) Proper counting & recording to avoid shortages & mix-ups.
e) Proper procedures & wash cycles to be followed.
f) Quality of chemicals, water, finish & folding should be checked to ensure no
damage or discoloration happens.
g) Energy, water & chemical conservation & equipments maintenance to be
regularly ensured.

HIERARCHY OF OPL

LAUNDRY
MANAGER

LAUNDRY
SUPERVIS
OR

SORTER/MARKE
R

PRESSME
N

ATTENDA
NTS

SHIFT INCHARGE

SPOTTER

WASHERM
EN

DRY
CLEANER

TUMBLE
OPERATO
R

VALET

Fig. 4.1 - Hierarchy of Laundry department

FLOW PROCESS OF LAUNDRY (OPL)

Fig. 4.2

11.
USAGE OR
CIRCULATIO
N

1.
COLLECTIO
N OF
SOILED
LINEN

2.
TRANSPORT
ATION TO
LAUNDRY

10.
ISSUE OR
DISPATCH

3.
SORTING

9.
STORAGE

4.
WASHING
(OR DRY
CLEANING)

8.
FOLDING

5.
EXTRACTIO
N
7.
IRONING

6.
DRYING

The laundry flow process may be divided into the following main stages

1. Collection of Soiled Linen

a. Room attendant collects it from guest rooms in trolleys or throw in
linen Shute. Linen should never be piled on the floor where they may
get walked on & soiled further or damaged.
b. Linen Room hampers/Bins collects F&B Linen and Uniforms.
2. Transportation to Laundry
a. Directly through Shute system In such cases where there is a linen
Shute in the hotel building, Room linen from all the floors is thrown
directly to the collection & sorting area of the laundry.
b. Linen trolleys from floors Linen is either hand-carried or carted to
the linen room or laundry. Employees who are hand-carrying linen
should be careful not to allow items drag on the floor, further soiling
them. Dragging linen can also create safety hazards for staff that could
trip over trailing items.
c. Linen hampers/bags from linen room These can be carted or handcarried making sure not to snag linen against the cart, causing tiny
trips.
d. Through exchange counter across linen room Exchanged through
the counter across the 2 sections for saving time & effort.
3. Sorting & Marking
a. Sorting is Separating Linen according to the following parameters
i. By Degree of Soiling or the categories of stained, unstained,
heavily soiled, medium soiled & lightly soiled articles.
ii. By Color & fastness of dye. Colored articles should not be
washed with chlorine bleach & new colored items should be
washed separately the first few times to avoid dying other
fabrics.
iii. By type of Fabric as wool & loosely woven fabrics require a
mild formula & gentle agitation while cotton & linen require
normal wash cycle.
iv. By linen types which includes sorting categories such as
blankets, bedspreads, restaurant linen & terry cotton. Room
linen is white & needs bleaching whereas restaurant linen
probably has stains on each piece. Hence different categories
require different wash cycle.
v. By requirement for repairing or mending which is sent to tailor
room before washing. In case article is heavily soiled, it is first
washed & then mended.
vi. Monogramming of new linen must be carried out before
washing in order to control pilferage & help in identification.
vii. Condemned or discarded linen is sorted out & cut down before
washing.

viii. Delicate or light linen & linen with fancy accessories &
attachments like buttons, buckles, rings, etc. are washed
separately with proper care.
ix. All pockets are emptied & all folds checked.
b. It Helps in Setting up the Right Temperature & Wash Cycle.
c. The soil & sort area should be large enough to store a days worth of
laundry without slowing down other activities in the laundry.
d. Marking is done in case of Guest Laundry & Dry Cleaning.
4. Washing
a. Sorting implies Washing or Dry cleaning.
b. Spotting is done before washing for any stain.
c. Linen should be weighed to ensure over/under loading of machines as
washing machines work best when optimally loaded. This is necessary
as each washing machine has specific loading instructions that have to
be followed. Loading improperly can cost significantly.
d. Each type of linen article has a known weight, so these are counted
into piles until the appropriate total weight is reached. Alternatively,
bundles of linen can be physically weighed before putting them into
the compartments.
e. Selecting a Wash cycle includes
i. Duration or Time for washing with pre set timers as heavily
soiled linen requires more time than lightly soiled linen.
ii. Temperature (preset or manually set). Generally, the laundry
workers should select the lowest possible temperature to do the
job effectively so as to save energy. However, some detergents
& chemicals work properly only in hot water & some types of
soils require higher temperatures.
iii. Agitation or Rotations. These are the scrubbing action of the
machine selected according to the type of wash load. Too little
agitation which is frequently caused by overloading washers,
leads to inadequate washing. Too much agitation, on the other
hand, can damage fabric.
iv. Processing Chemicals like- detergents, bleaches, Softener, etc.
are selected on the basis of its composition & chemicals that
does the best job on particular types of soil & fabrics. For e.g.
bath linen load requires fabric softener whereas restaurant linen
requires starch.
v. Hardness of water can create problem as hard water contains
salts that mix soap & some synthetic detergents to form a sticky
substance called Scum or soap curd, which is deposited on the
laundry & makes articles stiff.
vi. Number of wash cycles as several shorter washes are better than
one long one. More soil can be removed with freshly made up

suds & clean water than with one solution in which the soil
remains in suspension & has a chance to re-soil the linen during
a long wash.
f. There are 9 stages of a typical wash cycle that can be selected as per
the type of washing load.
FLUSH/ WETTING

BREAK/ SOIL
LOOSENING

SUDS/SOIL
SUSPENSION

INTERMEDIATE
RINSE &
CARRYOVER
SUDS/REMOVAL
OF SOIL

BLEACHING

RINSING

INTERMEDIATE
EXTRACT

SOUR/BLUEING/
SOFTENER/
STARCH

FINAL EXTRACT

Fig. 4.3 - Wash Cycle

1) Flush This dissolves & dilutes water-soluble salts to reduce the soil load
for the upcoming suds steps. Items are generally flushed at medium
temperature at high water levels.
2) Break A high alkaline break or soil removal product is added, which may
be followed by additional flushes. The break cycle is usually carried out at a
medium temperature & low water levels.
3) Suds This is the actual wash cycle in which detergent is added. The
articles are now agitated or rotated in hot water at low water levels.
4) Intermediate rinse/ Carryover suds This rinse cycle removes soils &
alkalinity to help the bleach work more effectively later. It rinses linen at the
same temperature as the suds cycle.
5) Bleaching (optional) Bleach, if used, is added to hot water at a low water
level. Bleach kills bacteria, whitens fabrics, & removes stains on white
linen.
6) Rinsing 2 or more rinses at medium temperature & high water levels are
used to remove detergent & soils from the linen. Antichlors are also used to
remove all traces of a bleach to safeguard linen.

7) Intermediate extract (optional) This high-speed spin removes leftover

detergent & soil from the linen, usually after the first rinse step. This cycle
should not be used immediately after a suds step because it could drive soils
back into the fabrics. It should also not be used on non-iron linen unless the
temperature of the wash is below 120 F [49 C].
8) Sour/Softener or Bluing or Starch/Sizing Softeners & Sours are added to
condition fabrics. This cycle is run at a medium temperature & at low water
levels. Starches are added to stiffen cotton fabrics. Sizing may also replace
the sour/softener step. Bluing is done for white linen & uniforms for
brightness.
9) Final extract A high-speed spin removes most of the moisture from the
linen. The length of the spin depends on the fabric type, extractor capacity,
& extractor speed.
5. Extraction
a. Removes excess moisture, approx. 50 %, through a high speed spin &
thereby reduces the weight of the laundry load to a minimum &
prevents pronounced creases from setting into the fabrics.
b. It reduces drying time.
c. Done in hydro extractors.
6. Drying
a. Tumble drying is done for most linen items especially for towels,
wash clothes & some non-iron linen.
b. Drying time & temperature vary considerably according to type of
linen.
c. Linen should be sorted by fabric type before they are dried.
d. In every cycle, however, drying should be followed by rapid cooling
to prevent the linen being damaged, shrink or wrinkled.
e. Dryers should never be pre-warmed or run when empty as this can
lead to hot spots which can damage fabric or cause fires.
f. Done in tumble/ spin drying machines.
g. After drying, linen should be immediately removed for folding. If
folding is delayed, wrinkles will set in.
h. Correct drying time depends on the type of dryer; amount of moisture
in load; temperature of the load when removed from the washer.
i. Always load dryers to capacity. It saves energy.
j. Remove linen from the dryer immediately upon the cycles end.
7. Ironing / Finishing
a. Done to give a crisp, wrinkle-free appearance.
b. Finishing may require only drying or may include ironing.
c. All cotton & other articles except towels are ironed manually or
mechanically.
d. Flat press like calendaring machines are used for large clothes like bed
sheets, table clothes etc.

e. Pillowcases, Napkins, etc. go directly into flatwork irons.

f. Guest clothing & Uniforms are finished on various steam presses.
g. Small items are manually pressed by different pressing machines like
hot head iron, coat press, sleeve press, steam press, etc.
8. Folding
a. This can be done by hand or by machine.
b. Bath linen like towels, bath robes etc. are directly folded after drying.
c. Inspection can also be done during folding, putting aside those that are
to be laundered again & rejecting stained, torn & otherwise unsuitable
items.
d. Some calendaring machines come with the folding attachments for
bed sheets etc.
e. Rest is folded after ironing on tables.
f. Folding should be done well away from the stored linen area to avoid
re-sorting clean laundry.
g. Guest laundry should be folded properly with clips, covers, etc.
9. Storage
a. After folding linen items are post-sorted & stacked separately
according to the linen type & sizes on shelves/ racks in linen room.
b. Linen should at least rest for a day (24 hrs) before issue for usage
because many types of linen get damaged more easily after washing &
yellowing or fading can be spotted easily when linen is on shelves.
c. There should be enough storage room for at least one par of linen.
10. Issue or Dispatch
a. Processed linen is sent to linen rooms for storage through trolleys,
hangers, or exchange counter.
b. All carts carrying fresh, laundered linen should be cleaned at least
once daily & more often if necessary.
c. It may be a good idea to have separate carts for soiled & clean linen to
avoid accidental soiling.
d. Linen is then issued to concerned departments for usage.
11. Usage or Circulation
a. Linen is issued to various units or departments for use on 1:1 basis &
stipulated timings by linen room.
b. Records are maintained for the same.
c. When fresh linen is issued, the soiled linen is collected by the linen
room.
d. After usage the same cycle repeats with again collection of soiled
linen & so on.

Dry Cleaning
Process of cleaning sensitive & delicate fabrics in a substantially nonaqueous liquid medium.

 Non water cleaning done in separate dry cleaning machines

White spirit/ petrol/ benzene/ perchloro ethylene is used as DC solvent.
Removes oils, grease, & some major stains dissolved in organic solvents.
Advantages
1. Dry cleaning cleans clothes for which laundering is not suitable.
2. It causes no shrinkages which are often seen in laundering.
3. It does not flatten the pile of fabrics such as velvet.
4. Colors are not harmed.
5. Stains are more readily removed.
Disadvantages
1. It is expensive compared to laundering.
2. Many DC solvents are harmful to health if inhaled for long durations.
3. After cleaning with solvents, a certain unpleasant smell tends to be retained
by the articles.

LAUNDRY EQUIPMENTS & REAGENTS

Laundering equipments It include Washing machines, Washer-cum-centrifuge &
Extractors, Hydro-extractors & Dryers.
Washing Machines
These machines used in hotel laundries are typically of the tumbler type.
Their capacities typically vary from 7 to 200 kg. The wash barrels of those
used in hotels are usually of stainless steel.
Machines with a capacity of 100 kg or more generally have a drum that has
2 or 3 compartments. These are also referred to as tunnel washing
machines. These may work on steam or electricity.
All types of washing machines consist of a motor, inside & outside shells, &
a casing. The outside shell is stationary & holds the wash water. The inside
shell holds the laundry & is perforated to allow water for various cycles to
flow in & out.
These should have at least 5 ports 2 for detergents & 1 each for bleach,
sour & softener/starch.
Washer-cum-centrifuge & extractors
These machines range in capacity from 7 to 300 kg.
These may operate on steam or electricity or a combination of both.
These have extraction capabilities also which eliminate the need for a hydroextractor.
Hydro Extractors
These are large centrifuges, ranging in capacity from 7 to 70 kg.
These are electrically operated & the basket is made of stainless steel.

 Clothes from the washer are put into it to remove 50-75 % of excess water
by means of centrifugal force, after this the linen is left damp but not wet.
Dryers
These are units of Tumbler-type equipment meant to remove moisture from
damp, tightly packed linen that has come out of hydro-extractors, by
tumbling them in a rotating cylinder through which heated air passes.
Tumble dryers are generally used for non iron articles like towels, etc.
All other type of linen that goes for ironing is dried in Spin dryers.
The heated air may be produced by electricity, gas or steam.
Heated air is followed by rapid cooling to avoid, shrinkage or any other
damage to the linen.
Pressing Equipments These includes Ironers, Rollers & Folders or pressing
machines that removes wrinkles from clean laundry.
Flat-bed Presses
These are available in various sizes & can be heated by electricity or steam.
A foot control helps in operating the press.
Flatwork Irons
These are similar to flat-bed presses except that the irons roll over the
material while presses flatten the whole of it at once.
These are automatic irons.
Calendaring machines
These are large presses meant primarily for bed sheets, bed covers, table
clothes & similar articles.
These consist of a series of rollers in pairs, connected by a number of narrow
conveyor belts.
The speed of the rollers is adjustable & the sheet is fed in manually.
The sheets can also be folded automatically in some machines, which are
fitted with an additional gadget for the purpose.
Steam Presses
This uses steam & heat to presses the clothes.
The neatly folded clothes are sandwiched between 2 plates, 1 plate referred
to as the head which gets hot & the other plate referred to as buck through
which steam is passed.
Collar & Cuff Presses
This consists of 3 spring loaded bucks that are firmly padded.
The collars & cuffs of a shirt are placed on these.
Sleeve presses
There are 2 types of sleeve presses, 1 giving the sleeve a top crease & the
other circular & resulting in no crease.

 In both cases, the sleeves are fitted onto the buck, air fills into the sleeves,
pressing them against the head & removing all the wrinkles.
Steam-air garment finishes or Suzie
This consist of an open-mesh nylon air form bag that shapes garments such
as dresses & jackets with a gentle cushion of steam & hot air to restore them
to an as good as new appearance.
A foot switch starts the steam cycle that softens & relaxes the garment
fibers.
Hand irons
2 types of hand presses are coal & electric irons.
Electric irons are much lighter & easier to use than the traditional coal irons.
Guest laundry is processed mainly with hand irons.
Other Equipments These includes
Ironing Boards
These are used with the hand held irons.
Should be well padded & smooth & covered with a firm, white, woven cover
stretched firmly & fastened well.
Folding Machines
These do not fold the linen as such, but aid the worker in doing so.
The machine holds down one end of the linen to be folded so that the worker
can fold it more easily.
Spotting units
These consist of a spotting board, spotting or spray gun, & a steam
attachment.
These have 3 treadles 1 for air, steam & vacuum each.
It has various attachments for different spot-cleaning agents.
Dry Cleaning Machines
These are similar to washing machines of the tumbler type & available in
various capacities.
These are steam-powered or electrically operated & carry out washing,
extraction, drying & de-odorizing in a continuous process.
Carts, Trolleys, Bins & Hampers
These are used for the transfer of linen within & out of laundry.
Carts & Trolleys may be made of Aluminum or steel.
Bins & Hampers are made of waterproof canvas material.
Bins made of wicker; fiber-glass or plastic may also be used.

Cleaning agents used in OPL

1. Water For mixing detergents & rinsing.

2. Detergents Synthetic ones with various added agents like Alkaline

Builders, Bulking agents, etc. for volume.
3. Fabric Brighteners pre mixed with detergents for brightness of white linen.
4. Bleaches Help on removing stains, kill bacteria & whiten fabrics. 2 types
are Chlorinated & Oxidized bleaches.
5. Antichlor Used to remove all traces of chlorinated bleaches & mixed
during rinsing of fabrics.
6. Mildewcides Prevents growth of mildew & fungus on linen which can
cause permanent stains.
7. Fabric Softeners Especially used for toweling articles like towels,
bathrobes, etc. to make it supple & fluffy.
8. Starch - Mainly used for F&B linen for crisp appearance. Also used for
uniforms.

GUEST LAUNDRY
Dealing with guest laundry is one of the major responsibilities of the housekeeping
department. Guest laundry must be picked up on time, laundered, and delivered
back to the guests on time without any mix-ups. Usually guests clothes collected
in the morning are given back the same evening.
Valet Service - Most hotels provide valet service for the to-and-fro transfer of
guest laundry. Valets collect the soiled guest laundry placed by the guest in the
laundry bag along with the laundry list. They verify the contents of the laundry bag
against the laundry list. If they do not match, the guest is requested by the valet to
rectify the mistake. Valets are also responsible for returning the laundry back to the
guests according to the guests requests.
The usual laundry service for in-house guests is referred to as normal service and
entails laundry being collected from guests before 10 a.m. and being returned by
evening. On weekdays, there are no additional charges for this service apart from
the rates specified on the laundry list. Hotels also have a provision for an express
service, which takes about 2-3 hours. Guests are usually charged 50 percent extra
or double the list rates for express service.

Fig. 4.4 - Guest

laundry cycle

STAIN

REMOVAL
STAIN: - It is mark or discoloration caused due to absorption of protein or any
chemical substance.
SPOTTING: - The process of Stain removal is called spotting.
TYPES OF STAINS: o Based on appearance
Absorbed stains Which penetrate the surface of the fabric &
get seeped in. E.g. Tea, Coffee, Soft drinks, Wines, Syrups etc.
Built-up stains Which does not penetrate the fabric but get
dried on the surface of the fabric. E.g. Paints, Distemper, Nail
polish, Mud, Grease etc.
Compound stains Which penetrate the fabric as well as leave
a residue on the surface. E.g. Blood, Tonics, Jam, etc.
o Based on nature
Animal stains milk, egg, cream, etc. protein stains.
Vegetables stains tea, coffee, cocoa, wine, juices, grass etc.
Mineral stains lipstick, nail paint, rust, ink, etc.
Fats & Oils butter, refined oil, etc.
Dyes/Inks hair dyes, writing inks, etc.
Body Proteins blood, perspiration, etc.
Miscellaneous vomit, bird dropping, chewing gum, perfumes
etc.
Identification of stains: -

o SIGHT By looking carefully at the stain to judge if it is absorbed or

built up.
o ODOUR By smelling the stain after light steaming.
o COLOUR By which it can be judged about its nature.
o FEEL By touching its stiffness especially for a built up stain.
o LOCATION It helps to pinpoint the cause of stain like perfumes,
perspiration, etc.
Classification of Stain Removers o Solvents - Hydrocarbons, petroleum based alcohols, ethers etc. E.g.
Benzene, Carbon tetrachloride, Perchloroethylene, Trichloroehtylene,
Turpentine, Acetone, Ethyl alcohol, etc.
o Bleaches - Oxidizing agents like Hydrogen peroxide, Sodium
hypochlorite, etc. & Reducing agents like Sodium hyposulphite, etc.
o Oils / Fats - Fatty acids like coconut oil, oleic acid etc.
o Emulsifiers - Anionic soaps, amino oxides, etc.
o Acids - Organic & Inorganic acids like Oxalic acids, Acetic acids,
Vinegar, Lime juice, etc.
o Alkalis - Ammonium hydroxide, Sodium bicarbonate, etc.
o Enzymes - Protease, amylase etc.
o Absorbents - Talc, cornstarch, Fullers earth, chalk, etc.
METHODS OF STAIN REMOVAL
o PHYSICAL METHOD
Soaking up liquid spills with absorbent cloth/paper.
Using a powder like chalk powder, fullers earth etc.
Using friction like scrapping, brushing, rubbing, scrubbing, etc.
Using heat or sometimes steam.
By freezing or extreme cooling esp. in case of old tea or
chewing gum stains.
o CHEMICAL METHODS
By using detergents
By using Enzyme powder like Pepsin.
By using Solvents like benzene, white spirit, CCl4, acetone etc.
By using Bleaches like chlorine, hydrogen peroxide, oxy
bleaches etc.
By using Glycerin
By using Acids & Alkalis like soda, ammonia, borax, oxalic
acid, lime acid etc.
General guidelines for removal of stains : -

 Treat the stain immediately. All stains should as far as possible be removed
while still fresh.
If immediate action failed then specific removal method is required.
Before attempting specific removal method first ascertain the nature/color of
the fabric & nature & age of stain.
Select right reagent & method of removing stains.
Always start with the mildest method & reagent gradually progressing to
stronger method.
Sponging is preferable to soaking & rubbing reagents.
Neutralize the effect of every chemical used by thoroughly rinsing the reagent
at each step.
Old stains are difficult to remove and may be soaked in glycerine to soften.
Shortcuts should be avoided.

UNIT 5
Pest Control and Environmental Concerns

Different types of pests found in hotels

Areas of Infection
Prevention and control of pests
Responsibilities of housekeeping in pest control
Environmental services nature of the profession
Elements of the environment, ecology and pollution
The housekeepers role in environment concerns

Pest Control
Keeping down pests, or Pest control, is important because pests cause diseases
and discomfort. Pests are usually such ubiquitous organisms in nature that they
may attack the cleanest of establishments. The housekeeping department plays an
important role in detecting the presence of pests in or around the establishments
and organizing their control or eradication.
A pest is any organism that competes with humans, domestic animal, or desirable
plants for food or water. They injures humans, domestic animals, desirable plants,
structures, or possessions. These pests transmit diseases to humans, animals,
wildlife, or even plants. In hotels these annoys guests as well as employees.
The various types of pests includes-

Insects such as cockroaches, termites, beetles, flies, fleas and mosquitoes.

Arthopods ( 8 legged insects) such as mites, ticks, and spiders.
Microbial organisms such as bacteria.
Weeds or unwanted plants.
Molluscs such as snails, slugs, worms etc.
Rodents sucha s rats and mice.
Smaller insects such as ants, silver fish, bed bugs, wood boreres, etc.
Stray animals such as stray dogs and cats.

Areas of infestation Rats, mice, ants, cockroaches and flies are found mainly in areas of food
storage and handling like kitchen, boiler rooms, store rooms. They are also
found in dark and damp areas such as lift shafts and many other public areas.
Bed bugs are found in mattresses and corner edges of beds.
Carpet beetles are found in carpets and rugs.
Wood worms are found in furniture, doors and cupboards, etc.
Silver fish is found in storerooms, linen store, file rooms and cabinets.
Strays are found in open outer areas like gardens, parking, courtyards etc.
Pest control goals - there are three goals, or combination of them can be achieved
to control pests.
Prevention - Keeping a pest from becoming a problem.
Suppression - Reducing pest numbers or damage to an acceptable level.
Eradication - Destroying an entire pest population.
Prevention and control of pests 1. Fumigation of insecticides.
2. Proper care for uncovered food, remains of food, and used utensils, etc.
3. Waste bins to be covered and cleaned frequently.
4. Regular cleaning and disinfection.
Housekeeping responsibilities 1) Regular cleaning and inspection of guestrooms, bathrooms, and public areas.
2) Report all signs of infection immediately like droppings etc. Of rats, fluffs on
carpets, holes in wooden articles and blankets, etc.
3) Reporting of any defects in the building which might encourage infestation etc.
Like cracks, seepage, etc.
4) Assisting Pest controller for scheduling and fumigation.

Use of Pesticides

Pesticides may be classified as follows 1. By their effectiveness against certain kinds of pests:
a) Insecticides for insects
b) Herbicides for weeds.
2. By their formulation and application:
a) Dusting of pesticides (powdered form)
b) Fogging oils
c) Granular powders
d) Wettable powders.
3. By the chemical present in them:
a) Chlordane - chlorinated hydrocarbons
b) Organic phosphates - malathions
c) Pyrethmum - natural organic insecticides.

ENVIRONMENTAL CONCERNS
OSHA - Occupational Safety and Health Act helps in safe-guarding employees
against any kind of threat due to the environment of their employment. HACCP i.e.
Hazard analysis and critical control point also analyze and eradicate any health
related issues, problems or threats by its continuous process.
Environment concerns include the problems related to Earths atmosphere. It has
various levels like a) Troposphere - Where O2 and nitrogen is present. All humans, animals and
vegetation happens at this level of atmosphere.
b) Stretosphere - It is the middle layer wher mixing of atomic gases takes place.
Balloons, kites and birds can fly upto this level.
c) Ionosphere - This is where ions or atoms of Oxygen, Hydrogen and Helium are
present. Airplanes flies at this level.
d) Ozonosphere - Where O3 or Ozone layer is present. This prevent UV radiation
to reach and destroy earths layer.
Ecology is the branch of biology deals with the ecosystem. The management of all
establishments are concerned with providing a safe, secure and aesthetic
environment conducive to work for employees and to relaxation for guests. The
most important considerations in providing an ideal internal environment are
maintaining optimum levels of three factors - noise, air-conditioning and light. The
difference between sound and noise is that noise is largely considered undesirable.
Uncontrolled noise in an establishment can not only affect the employees
adversely, but also deter guests from repeating their stay at the property. In hotels,
the culprits responsible for noise are often housekeeping equipment. The executive
housekeeper should take adequate measures to minimize unwanted noise. The
employees should be trained in methods of working that create the lowest amount

of noise possible. Each employee should realize the importance of maintaining low
noise levels. Noise pollution needs to be controlled too.
Most people associate air-conditioning with cooling only. It should be clearly
understood that air-conditioners may also perform the function of heating when the
need arises. Apart from cooling or heating the air, the AC dehumidify and filter the
air too. It is important in hotels to maintain optimum temperatures in different
areas, which are related mainly to the functions of these areas. This could control
thermal pollution upto a limit. Other pollution which harm the environment like
water and land pollution should also be controlled.
Housekeepers role in controlling environment 1. Proper waste disposal system for dry as well as wet waste products.
2. Recycling of water, paper, etc.
3. Pollution control through proper cleaning standards, products and procedures.
4. Eco friendly products to be used which are biodegradable.
5. Planting trees and maintaining green areas in and around the hotel.
6. Hygiene and sanitation standards to control spread of diseases, etc.