ACCOMMODATION OPERATION

PRIVATE USE ONLY

NOT FOR SALE

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 B.Sc.
(Catering Science and Hotel Management)
First Year, Part III, Paper 3
School of Distance Education
Bharathiar University, Coimbatore - 641046

Copyright 2008, Bharathiar University

All Rights Reserved
Compiled and Printed

by
FRONTLINE INSTITUTE OF
HOTEL MANAGEMENT STUDIES
14, Vallalar Salai, Pondicherry – 605011

for
SCHOOL OF DISTANCE EDUCATION
Bharathiar University
Coimbatore - 641046

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 CONTENTS
HOUSEKEEPING
UNIT - I

Lesson 1 Hotel Housekeeping

Lesson 2 Cleaning Agents and Equipments
Lesson 3 Cleaning a Guest Room

UNIT – II

Lesson 4 Bed Making

Lesson 5 Linen and Uniform Rooms
Lesson 6 Laundry
Lesson 7 Pest Control
Lesson 8 Key and Key Control

UNIT – III

Lesson 9 Organisational Structure of Housekeeping Department

FRONT OFFICE
UNIT – IV

Lesson 10 Introduction to Hotels

Lesson 11 Classification of Hotels
Lesson 12 Front Office Department
Lesson 13 Reservation
Lesson 14 Registration

UNIT – V

Lesson 15 Guest Accounting

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 HOUSE KEEPING

Unit – I

- House keeping in hotels-Importance, functions, liaison with other departments

- Types of rooms-Classification, room supplies
- Cleaning agents and equipments-Classification, principles, selection and types of
cleaning
- Housekeeping di hotel-sangatlah Penting, fungsi, hubungan dengan departemen lain
- Jenis kamar-Klasifikasi, perlengkapan kamar
- Material dan peralatan Pembersih - Klasifikasi, prinsip, pilihan dan jenis pembersihan

Unit – II

- Bed making-Types of service, Laundry-Type & machines used, key and key control,
pest control, Linen room-Classification & layout
- menata tempat tidur - Jenis layanan, Laundry-Type & mesin yang digunakan, kunci dan kontrol kunci,
pengendalian hama, kamar Linen - Klasifikasi & tata letak

Unit – III

- House keeping department-Hierarchy, duties & responsibilities of house keeping staff

- Lower arrangement-Types and principles
-bagian housekeeping - Hirarki, tugas & tanggung jawab staf housekeeping
-menyiapkan staff bagian bawah - Jenis dan prinsip-prinsip

FRONT OFFICE
Unit – IV

- Introduction to hotels-Classification of hotels, rates and meal plans, type of hotel

guest.
- Front office department-Organization, equipments used, layout, duties and
responsibilities of front office staff
- Reservation & registration-Types, functions, room assignments, checking methods of
payment, types of guest folios
- Pengantar hotel-Klasifikasi hotel, tarif dan rencana makan, jenis tamu hotel.
- Kantor depan departemen-Organisasi, peralatan yang digunakan, tata letak, tugas dan tanggung jawab staf kantor depan
- Reservation & pendaftaran-Jenis, fungsi, tugas kamar, memeriksa metode pembayaran, jenis folio tamu

Unit – V

- Functions of front office-Accounting system, credit control, methods of account

settlement, and types of folios, updating front office records, security functions,
emergency functions, and safe deposit locker functions
- Fungsi kantor depan - sistem Akuntansi, pengendalian kredit, metode penyelesaian rekening, dan jenis folio, memperbarui pencatatan kantor
depan, fungsi keamanan, fungsi darurat, dan fungsi loker penyimpanan

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 MODEL QUESTION PAPER

Subject : Accommodation Operation

Time : 3 hours
Total Marks : 5 x 20 = 100
Direction : Answer any five questions only

1. i) Write short notes about the importance of house keeping.

ii) Enumerate the functions of housekeeping department.
iii) List out various departments the housekeeping department co-ordinates with.
1. i) tulis secara singkat tentang pentingnya Housekeeping.
ii) Sebutkan fungsi fungsi Departemen Housekeeping.
iii) kerja sama departemen housekeeping dengan departemen lain.

2. i) Explain the complete procedure involved in cleaning an occupied room?

ii) Why is it important to clean a vacant room?
iii) Differentiate between evening service and turn down services
2. i) Jelaskan prosedur secara lengkap dalam tehnik membersihkan kamar yang terisi tamu?
ii) Mengapa penting untuk segera membersihkan kamar kosong?
iii) Membedakan antara layanan malam dan layanan pembersihan kamar di sore hari

3. i) What is the difference between an occupied bed and an unoccupied bed?

ii) What are key points relating to bed making?
iii) How do you make an occupied bed according to proper procedure?
3. i) Apa perbedaan antara tempat tidur yang terisi dan tempat tidur kosong?
ii) Apa poin kunci yang berkaitan dengan penataan tempat tidur / kasur?
iii) Bagaimana Anda menata tempat tidur yang terisi tamu menurut prosedur yang tepat?

4. i) What factors affect the functionality of a uniform?

ii) How can bath linen be recycled into makeovers?
iii) Differentiate between:
4. i) faktor apa saja yang mempengaruhi fungsi dari seragam?
ii) Bagaimana linen kamar mandi bisa di daur ulang hinga bisa dipakai kembali?
iii) perbedakan antara:

Repairs and Alteration

Napery and Napperon
Cushion Covers and Upholstery
Bath Blanket and Bath Towel
Percale and Muslin
Standard sizes and Made-to-measure Uniforms
• perbaikan dan Perubahan
• taplak meja dan tutup kasur
• tutup bantal hias dan Pelapis
• baju mandi yang tebal dan handuk mandi
• kain katun untuk sprei dan kain kasa halus
• ukuran Standard dan membuat Seragam sesuai ukuran

5. i) Draw organizational chart of the large and medium size hotels.

ii) Enumerate the duties and responsibilities of the housekeeping staffs.
i) Gambarkan bagan organisasi dari hotel ukuran besar dan menengah.
ii) Menghitung tugas dan tanggung jawab dari staf housekeeping.

6. i) Explain in your own words the need and importance of hotels.

ii) Give a brief description about the history of hotels.
iii) Development and growth of hotel industry in Indonesis– Explain.
i) Jelaskan dengan kata-kata Anda sendiri kebutuhan dan pentingnya hotel.
ii) Berikan penjelasan singkat tentang sejarah hotel.
iii) Pengembangan dan pertumbuhan industri hotel di Indonesia - Jelaskan.

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7. i) Explain in your own words about the front office department and its functions.
ii) Give a brief description about the duties and responsibilities of the front office
staffs.
iii) What are the equipments that you find in a front office department?
i) Jelaskan kata-kata Anda sendiri tentang departemen kantor depan dan fungsinya.
ii) Berikan penjelasan singkat tentang tugas dan tanggung jawab dari kantor depan staf.
iii) Apa peralatan yang Anda temukan di departemen kantor depan?

8. i) What is the need of having a security system in hotels?

ii) What are the types of security?
iii) What are the methods through which security threats can be handled?
i) Apa perlunya memiliki sistem keamanan di hotel?
ii) Apa jenis keamanan?
iii) Apakah metode yang harus dipakai bila ada ancaman keamanan hingga dapat ditangani?

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 LESSON 1

HOTEL HOUSEKEEPING

CONTENTS

1.0 Aims and Objectives1.0 Maksud dan Tujuan

1.1 Introduction1.1 Pendahuluan
1.2 Housekeeping1.2 housekeeping
1.3 Importance of Housekeeping1.3 Pentingnya Housekeeping
1.4 Functions of Housekeeping1.4 Fungsi Housekeeping
1.5 Relationship Between Housekeeping and Other Departments1.5 Hubungan Antara housekeeping dan
Departemen Lain
1.6 Types of Rooms1.6 Jenis Kamar
1.7 Guest Room Supplies1.7 Perlengkapan Kamar Tamu
1.8 Let Us Sum Up1,8 rangkuman
1.9 Lesson End Activity1.9 Pelajaran Kegiatan Akhir
1.10 Key Words1.10 Kata Kunci
1.11 Questions for Discussion1.11 Pertanyaan untuk Diskusi
1.12 References1.12 Referensi

1.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Housekeeping and its importance
Functions of housekeeping
Relationship of housekeeping with other departments
Types of guest rooms and the amenities supplied.
Maksud dan tujuan
Pada akhir pelajaran ini, siswa harus mampu menunjukkan keterampilan yang sesuai, dan menunjukkan pemahaman tentang berikut:
Housekeeping dan kepentingan
Fungsi housekeeping
hubungan antara housekeeping dengan departemen lain
Type kamar tamu dan fasilitas yang disediakan.

1.1 INTRODUCTION
Housekeeping is an important and integral part of the guest experience and
satisfaction. Other things such as security are important, but what guests really want is to feel
at home, to feel comfortable. Although the staff providing this service do not necessarily
interact directly with the public, the quality of their work is critical in shaping guests’
pleasant memories of their stay. The impact of the housekeeping function on the success of a
hotel’s operations cannot be underestimated, since large revenue for hotel industry is
generated mainly from the sale of rooms. Good housekeeping is the foundation of good
infection prevention. The general cleanliness and hygiene of a facility are vital to the health
and safety of guests, staff, and visitors. Pleasant work environment contributes to staff
members' satisfaction, making them to be more productive. A more pleasant environment
improves guest satisfaction and can increase guest’s use of services and frequent visits.
Housekeeping adalah bagian penting dan bagian yang ber integrasi dari pengalaman dan kepuasan tamu. Hal-hal lain seperti keamanan itu juga
penting, tapi apa yang tamu inginkan adalah untuk merasa seperti di rumah, untuk merasa nyaman. Meskipun staf menyediakan layanan ini tidak
selalu berinteraksi langsung dengan masyarakat, kualitas pekerjaan mereka sangat penting dalam membentuk kenangan yang menyenangkan bagi
para tamu pada saat mereka menginap. Dampak dari fungsi housekeeping pada keberhasilan operasi hotel ini tidak bisa dianggap remeh, karena
pendapatan yang besar untuk industri hotel yang dihasilkan terutama dari penjualan kamar. housekeeping yang baik adalah dasar dari pencegahan
infeksi yang baik. Kebersihan umum dan kebersihan fasilitas yang penting untuk kesehatan dan keselamatan tamu, staf, dan pengunjung. lingkungan
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kerja yang menyenangkan kontribusi untuk kepuasan anggota staf ', membuat mereka menjadi lebih produktif. Sebuah lingkungan yang lebih
menyenangkan meningkatkan kepuasan tamu dan dapat meningkatkan penggunaan layanan tamu dan akan sering berkunjung.

1.2 HOUSEKEEPING
The housekeeping is the department of a hotel charged with cleaning and maintaining
rooms and public spaces. From the time a guest checks-in in a hotel till he checks out, it is
the housekeeping department which takes care of the guest by making his / her stay pleasant
and comfortable. In general, the housekeeping crew is responsible for the daily cleaning of
public rooms (lobbies, corridors, meeting rooms), private bedrooms and public washrooms.
In addition, it handles the laundering of linens and in some instances, guest laundry.
Housekeeping also performs a minor security function by providing a “first alert” to potential
guest problems while staff undertake daily guest bedroom cleaning.
housekeeping adalah departemen di hotel yang dibebani dengan pembersihan dan pemeliharaan kamar dan ruang publik. Dari waktu tamu cek-in di
sebuah hotel sampai ia keluar, Departemen housekeeping harus mengurus tamu dengan membuat / nya tinggal yang menyenangkan dan nyaman.
Secara umum, staff housekeeping bertanggung jawab untuk pembersihan harian ruang publik (lobi, koridor, ruang rapat), kamar tidur pribadi dan
kamar mandi umum. Selain itu, menangani pencucian linen dan dalam beberapa kasus, laundry tamu. housekeeping juga melakukan fungsi
keamanan kecil dengan menyediakan "peringatan pertama" yang berpotensi masalah tamu sementara staf melakukan pembersihan kamar tidur
tamu setiap hari.

1.3 IMPORTANCE OF HOUSEKEEPING

1. Comfort:
Achieve the maximum efficiency possible in the care and comfort of the guests and in
providing support services for the smooth running of the hotel. Every hotel spends a lot of
effort in ensuring the quality of beds, mattresses, channel music, TV, air conditioner if
applicable, attached bar etc. The comforts must be regularly maintained and should be
properly functioning. It is the duty of the housekeeping department to ensure comfort and a
welcoming atmosphere to the guests as well as strive to extend courteous, reliable and
satisfactory service from staffs of all departments.
pencapaian efisiensi yang maksimum yang mungkin dalam perawatan dan kenyamanan para tamu dan dalam memberikan layanan dukungan bagi
kelancaran hotel. Setiap hotel menghabiskan banyak usaha dalam memastikan kualitas tempat tidur, kasur, saluran musik, TV, AC jika berlaku,
termasuk bar dll . kenyamanan harus secara teratur dipertahankan dan harus benar berfungsi. Ini adalah tugas dari Departemen housekeeping untuk
memastikan kenyamanan dan suasana yang ramah untuk para tamu serta berusaha untuk memperluas layanan dengan sopan, dapat diandalkan dan
memuaskan dari staf semua departemen.

2. Cleanliness and Hygiene:

Ensure a high standard of cleanliness and general upkeep in all areas. Clean and well
maintained areas and equipments create a favorable impression on the guest. Hygiene is
maintained especially in the wash rooms, toilets, pool changing room, health club, etc.
Memastikan standar tinggi mengenai kebersihan dan pemeliharaan umum di semua bidang. bersih dan areanya terawat dengan baik dan
juga peralatan membuat kesan yang baik pada tamu. Kebersihan harus dipertahankan terutama di ruang kamar mandi, toilet, ruang ganti dikolam
renang , klub kesehatan, dll

3. Privacy:
The prime concern of any guest, irrespective of whether rich or poor, common man or
celebrity, is privacy. Room windows are provided with curtains. Windows could normally
overlook good scenic view, away from the prying eyes of others in the hotel or outside
public. Housekeeping staffs ensure the privacy of the guests and they should be trained with
proper procedures to enter the room.
Perhatian utama dari setiap tamu, terlepas dari apakah, orang kaya atau miskin atau selebriti, adalah privasi. Jendela kamar disediakan dengan tirai.
Cendela dapat secara normal bisa mengabadikan pemandangan indah dan baik, jauh dari pandangan mata orang lain di hotel atau di luar . staf
housekeeping memastikan privasi para tamu dan mereka harus dilatih dengan prosedur yang tepat untuk memasuki ruangan.

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4. Safety and Security:
Security is one of the prime concerns of a hotel guest. The housekeeping department
staffs should ensure the safety and security of the guests with the help of security services.
They should also make sure that fire fighting equipments and emergency alarms are
functional at all times. They should also ensure peace, quiet and noise f r e e atmosphere in
the area.
Keamanan adalah salah satu perhatian utama dari seorang tamu hotel. Para staf Departemen housekeeping harus menjamin keselamatan dan
keamanan para tamu dengan bantuan layanan keamanan. Mereka juga harus memastikan bahwa peralatan pemadam kebakaran dan alarm darurat
berfungsion setiap saat. Mereka juga harus memastikan perdamaian, tenang dan bebas dari kebisingan di area hotel.

5. Décor:
Creating a pleasant and classy ambience is also one of the major concerns for a guest.
This is not easy and requires a good eye for detail. This work is an art and the housekeeping
staff is mainly responsible for creating a pleasant atmosphere.
Membuat suasana yang menyenangkan dan berkelas juga salah satu perhatian utama bagi tamu. Hal ini tidak mudah dan membutuhkan mata yang
baik untuk detail. Karya ini adalah seni dan staf rumah tangga terutama bertanggung jawab untuk menciptakan suasana yang menyenangkan.

1.4 FUNCTIONS OF HOUSEKEEPING

Housekeeping department holds the responsibility of cleaning, maintenance and
admirable upkeep of the hotel. The main functions of housekeeping are overall cleanliness,
bed making, ensuring maintenance of the building and its infrastructure, laundry, linen
management, key control, pest control, safety and security of the guests as well as the
infrastructure and interior decoration. All this ensure the ambience and promotes a congenial
environment. The basic function of the housekeeping is explained briefly:
Departemen rumah tangga memegang tanggung jawab pembersihan, pemeliharaan dan perawatan mengagumkan dari hotel. Fungsi utama rumah
tangga adalah keseluruhan kebersihan, pembuatan tempat tidur, memastikan pemeliharaan bangunan dan infrastruktur, laundry, manajemen linen,
kontrol tombol, pengendalian hama, keselamatan dan keamanan para tamu serta infrastruktur dan dekorasi interior. Semua ini memastikan suasana
dan mempromosikan lingkungan yang menyenangkan. Fungsi dasar rumah tangga dijelaskan secara singkat:

1. Cleaning Rooms And Public Areas

Housekeeping department cleans the rooms and toilets and wash basins in the room.
Apart from cleaning the guest rooms, housekeeping department is also responsible for
cleaning floor, terraces, elevators, elevator lobbies, corridors of guest floors, floor linen
closets, mop and janitor’s closets, service lobbies and service stairways, function rooms,
shopping arcade, cabanas, bars, dining rooms, offices, uniform rooms, tailor rooms,
upholstery, shops, store rooms and swimming pools. To be concise, the housekeeping
department is responsible for the total cleanliness of a hotel.
Departemen rumah tangga membersihkan kamar dan toilet dan wastafel di dalam ruangan. Terlepas dari membersihkan kamar tamu, Departemen
rumah tangga juga bertanggung jawab untuk membersihkan lantai, teras, elevator, lobi lift, koridor lantai tamu, lemari lantai linen, pel dan lemari
petugas kebersihan, lobi layanan dan tangga layanan, fungsi kamar, shopping arcade, Cabanas , bar, ruang makan, kantor, kamar seragam, kamar
penjahit, jok, toko, toko kamar dan kolam renang. Untuk menjadi ringkas, Departemen rumah tangga bertanggung jawab untuk total kebersihan
hotel.

2. Bed Making
A guest requires a comfortable bed to take rest, relax and enjoy. A bed that is well-
made will provide the required comfort. Bed making is a skill that requires to be developed
by the housekeeper, as it not only provides comfort to the guest, but also adds to the pleasant
ambience of a guest’s room. Guests should not be able to tell if anyone has slept in the room,
so a clean environment and perfect bedmaking is major consideration of this department.
Seorang tamu memerlukan tempat tidur yang nyaman untuk beristirahat, bersantai dan menikmati. Sebuah tempat tidur yang baik-dibuat akan
memberikan kenyamanan yang diperlukan. Tidur pembuatan adalah keterampilan yang membutuhkan untuk dikembangkan oleh pengurus rumah
tangga, karena tidak hanya memberikan kenyamanan kepada tamu, tetapi juga menambah suasana menyenangkan ruang tamu. Para tamu tidak
harus dapat memberitahu apakah ada yang tidur di kamar, sehingga lingkungan yang bersih dan bedmaking sempurna adalah pertimbangan utama
dari departemen ini.

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3. Linen Management
One of the important jobs of the Housekeeping Department is clothes and linen
management. This involves all functions from purchase of linen to laundering, storage,
supplies and to condemnation. In a hotel different types of clothes and linen are used such as
the bed sheets, pillow covers, napkins, towels, hand towels, table covers, curtains, cushion
covers etc. All of these require regular maintenance.
Salah satu pekerjaan penting dari Departemen Housekeeping adalah pakaian dan manajemen linen. Ini melibatkan semua fungsi dari pembelian linen
untuk pencucian, penyimpanan, perlengkapan dan kecaman. Di sebuah hotel jenis pakaian dan kain yang digunakan seperti seprai, bantal selimut,
serbet, handuk, handuk tangan, meja selimut, tirai, bantal selimut dll Semua ini memerlukan perawatan rutin.

4. Laundry Services
It is the job of the Housekeeping Department to ensure clean and hygienic washing of
all the linen items, and then distributing them to different areas of the hotel. The relationship
between the housekeeping and laundry is significant for the smooth functioning of
housekeeping services. One of the supporting roles of the laundry is to provide valet services
to house guests.
laundry adalah tugas dari Departemen Housekeeping untuk memastikan cucian bersih dan higienis dari semua item linen, dan kemudian
mendistribusikannya ke area yang berbeda di hotel. Hubungan antara housekeeping dan laundry yang signifikan bagi kelancaran fungsi layanan
housekeeping. Salah satu peran pendukung dari cucian adalah untuk memberikan layanan valet untuk tamu hotel.

5. Pest Control
Pest Control is another major job of the Housekeeping Department. No matter how
clean one keeps the surroundings, one cannot avoid the “uninvited guests” – the pests. It is
not only embarrassing but also speaks badly of a hotel where one sees rats, cockroaches, and
lizards running around. Therefore, pest control is one of the primary responsibility of the
housekeeping department.
Pest Control adalah tugas utama lain dari Departemen Housekeeping. Tidak peduli seberapa bersih terus lingkungan itu, seseorang tidak dapat
menghindari "tamu tak diundang" - hama. Hal ini tidak hanya memalukan tapi juga berbicara buruk dari sebuah hotel di mana orang melihat tikus,
kecoa, dan kadal berlarian. Oleh karena itu, pengendalian hama merupakan salah satu tanggung jawab utama dari Departemen housekeeping .

6. Key Control
Key control is one of the major jobs of the housekeeping department. The room keys
has to be handled efficiently and safely before and after letting the room.
Kontrol kunci adalah salah satu pekerjaan utama dari Departemen housekeeping. Kunci kamar telah ditangani secara efisien dan aman sebelum dan
setelah meninggalkan ruangan.

7. Safety and Security

The Housekeeping Department is responsible for maintaining a peaceful atmosphere
in the hotel. If the guests and staff always fear for their safety and the safety of their
belongings, the atmosphere will be very tense. Hence the housekeeping department staff
should be aware of ways to protect himself and others, especially the guests around him and
the property of the hotel from accidents and theft. Several accidents could occur at the place
of work. These include fire accidents, falls, wounds, injuries, negligence in handling
electrical equipment e t c . It is important for all housekeeping personnel to know about first
aid as they could be the first ones on the spot to give immediate attention to a guest and also
an employee in trouble.
The Housekeeping Department bertanggung jawab untuk menjaga suasana damai di hotel. Jika tamu dan staf selalu takut untuk keselamatan mereka
dan keamanan barang-barang mereka, suasana akan sangat tegang. Oleh karena itu housekeeping departemen staf harus menyadari cara untuk
melindungi dirinya dan orang lain, terutama tamu di sekelilingnya dan properti hotel dari kecelakaan dan pencurian. Beberapa kecelakaan bisa terjadi di
tempat kerja. Ini termasuk kecelakaan kebakaran, jatuh, luka, luka, kelalaian dalam menangani peralatan listrik dll . Hal ini penting untuk semua
personil housekeeping tahu tentang pertolongan pertama karena mereka bisa menjadi yang pertama di tempat untuk memberikan perhatian segera untuk
tamu dan juga seorang karyawan dalam kesulitan.

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8. Interior Decoration
Interior decoration is the art of creating a pleasant atmosphere in the living room with
the addition of a complex of furnishings, art, and crafts, appropriately combined to achieve a
planned result or design. These arts and crafts have to be well maintained by the
housekeeping department. Decorating flowers is a creative and stimulating art which often
carries a message or theme. Flowers and indoor plants add colour and beauty to a room.
dekorasi interior adalah sebuah seni yang menciptakan suasana yang menyenangkan di ruang tamu dengan penambahan kompleks perabotan, seni,
dan kerajinan, tepat dikombinasikan untuk mencapai Hasil atau desain yang direncanakan. Ini seni dan kerajinan harus terpelihara dengan baik oleh
departemen rumah tangga. Dekorasi bunga adalah seni kreatif dan merangsang yang sering membawa pesan atau tema. Bunga dan tanaman indoor
menambah warna dan keindahan ke sebuah ruangan.

9. Room Maintenance
Good housekeeping department is just as responsible for the hotel's maintenance as an
engineering department. In an ideal environment, t h e housekeeping staff and managers
should act as the eyes and ears of the engineering department. If damaged or broken items
are not reported, they can't be fixed. Proper maintenance will make the perception of
cleanliness easier to maintain and reduce guest complaints.
Departemen housekeeping yang baik bersama sama bertanggung jawab untuk pemeliharaan hotel dengan Departemen Teknik. Dalam lingkungan
yang ideal, staff housekeeping dan manajer harus bertindak sebagai mata dan telinga dari departemen teknik. Jika ada barang rusak , tidak
dilaporkan, mereka tidak bisa memperbaiki. perawatan yang tepat akan membuat persepsi kebersihan lebih mudah untuk mempertahankan dan
mengurangi keluhan tamu.

1.5 RELATIONSHIP BETWEEN HOUSEKEEPING AND OTHER DEPARTMENTS

The Housekeeping Department should co-ordinate and ensure maximum co-operation
with other departments to provide high quality service. To be successful, a well planned
work schedule should be prepared so as to ensure minimum disruption to the guests and work
flow of other departments. The senior housekeeper is responsible for ensuring this by
supervising a group of staff or working closely with staff from other departments.
Housekeeping Department harus mengkoordinasikan dan memastikan hasil yang maksimum dalam hal kerjasama dengan departemen lain untuk
memberikan layanan berkualitas tinggi. Untuk menjadi sukses, jadwal kerja yang direncanakan dengan baik harus disiapkan sehingga untuk
memastikan gangguan minimum untuk para tamu dan pekerja dengan departemen lain. housekeeping senior yang bertanggung jawab untuk
memastikan ini dengan mengawasi sekelompok staf atau bekerja sama dengan staf dari departemen lain.

Figure 1.1 Liaisoning of Housekeeping with Other Departments

1. Front Office
Co-ordination with the Front Office is one of the crucial features of housekeeping
operations. As soon as there are guest departures, t h e Front Office rings the Housekeeping
Desk and reports the room numbers of vacated rooms so that Housekeeping can take them
over to clean and prepare for sale. Once a room is clean, the Housekeeping Floor Supervisor
rings the Front Office directly or through the Housekeeping Desk and hands over the room to
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front office for sale. Rooms received by Housekeeping for cleaning are called “departure
rooms” while cleaned rooms handed over to the Front Office for sale are called “Clear
rooms”. The promptness with which the above duty is performed enables the Front Office to
have rooms ready to sell to a waiting customer. This is especially critical in hotels with high
occupancies.
Koordinasi dengan Front Office adalah salah satu bagian paling penting dari housekeeping dept. Begitu ada tamu hotel yang berangkat , Front Office
menghubungi Housekeeping dan melaporkan nomor kamar dari kamar yang sudah dikosongkan sehingga Housekeeping dapat membawa staff
untuk membersihkan dan mempersiapkan untuk dijual. Setelah kamar bersih, Housekeeping Floor supervisor menghubungi Front Office secara
langsung atau melalui meja Housekeeping dan menyerahkan ruangan untuk dijual. Kamar yang diterima oleh housekeeping untuk dibersihkan
disebut "departure room" .. bila kamar sudah bersih langsung diserahkan ke kantor depan untuk dijual disebut "clear room". Ketepatan tugas di atas
dilakukan memungkinkan Front Office untuk memiliki kamar siap untuk dijual kepada pelanggan yang menunggu. Hal ini sangat penting di hotel
dengan tingkat hunian yang tinggi.

2. Personnel
Housekeeping co-ordinates with the Personnel Department for the recruitment of
housekeeping staff, salary administration, indiscipline, grievance procedures, identity cards
for staff, induction, transfers, promotions and exit formalities.
Housekeeping mengkoordinasikan dengan Departemen Personalia untuk perekrutan staf , administrasi gaji, ketidak disiplinan, prosedur pengaduan,
kartu identitas untuk staf, potongan , transfer, promosi dan formalitas keluar.

3. Purchase
The Purchase Department procures out-of-stock items for Housekeeping such as guest
supplies kept in rooms, stationery, linen of various types, detergents, etc.
Departemen Pembelian bertugas pengadaan barang untuk housekeeping seperti pasokan kebutuhan tamu yang di kamar, alat tulis, kain dari
berbagai jenis, deterjen, dll

4. Engineering
The Housekeeping Department and the Engineering Department literally control about
90% of the energy consumed in a hotel. The two departments can create a synergetic effect to
increase operational efficiency and better control of energy consumption. A close co-
ordination is necessary with Engineering which actually carries out the task of fixing out-of-
order furniture and fixtures. As Housekeeping personnel are constantly spread throughout the
hotel, checking on various things, they originate maintenance orders for the Engineering
Department to attend to. The maintenance orders could cover a number of duties such as
fused bulbs, broken furniture, plumbing not functioning in guest rooms or public bathrooms,
air-conditioning not working, broken fixtures, etc. To be able to ‘clear’ a room for sale to the
Front Office, it is necessary that all malfunctioning items in a guest room are attended to
promptly by Engineering. Hence close co-ordination / co-operation is necessary.
Housekeeping would also hand over rooms to Engineering for major repairs or renovation.
The latest trend among both large and small hotels is to have one manager in charge of both
engineering and housekeeping.
Housekeeping Department dan Departemen Teknik mengontrol pemakaian sekitar 90% dari energi yang dikonsumsi di sebuah hotel. Dua
departemen dapat menciptakan sinergis untuk meningkatkan efisiensi operasional dan kontrol yang lebih baik dari konsumsi energi. Sebuah
koordinasi dekat diperlukan dengan departemen Teknik yang benar-benar melaksanakan tugas memperbaiki furniture dan perlengkapan yang rusak.
Sebagai staff housekeeping secara terus menerus menyebar ke area seluruh hotel, memeriksa berbagai hal, mereka memberikan pesanan untuk
pemeliharaan untuk departemen Teknik untuk meninjau. Permintaan pemeliharaan bisa menutupi sejumlah tugas seperti lampu mati, furniture
rusak , pipa tidak berfungsi di kamar tamu atau kamar mandi umum, AC tidak bekerja, perlengkapan rusak, dll . agar supaya ' selesai ' dan kamar bisa
dijual ke Front Office, perlu diketahui bahwa semua item rusak di kamar tamu harus segera diperbaiki oleh Engineering. Oleh karenanya pendekatan
dan koordinasi / kerjasama sangat diperlukan. housekeeping juga akan menyerahkan kamar untuk perbaikan Mesin dengan skala besar atau
renovasi. Tren terbaru di kalangan hotel besar dan kecil adalah memiliki satu manajer yang bertanggung jawab atas kedua departemen yaitu
tehnik dan housekeeping.

5. Laundry
This is a department that can enhance the quality of housekeeping services. The
responsibility of laundry to housekeeping is two-fold:
- To wash and dry clean linen and staff uniforms to a very high standard ofcleanliness.

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 - To supply clean uniforms and linen to Housekeeping on time. Housekeeping has to
ensure that clean linen is issued to guest rooms, restaurants, health clubs, etc. as this
directly reflects the quality and image of the establishment. If these are not received
on time from the laundry, rooms would not be ready or restaurants would not open,
etc. The co-ordination becomes crucial in view of the large volume of linen and
uniforms that is involved.
Ini merupakan sebuah departemen yang dapat meningkatkan kualitas layanan housekeeping. Tanggung jawab laundry untuk housekeeping adalah
dua kali lipat:
- Untuk mencuci dan mengeringkan linen dan seragam dengan standar yang sangat tinggi.
- Untuk memasok seragam bersih dan linen bersih untuk housekeeping pada waktu yang tepat. housekeeping harus memastikan bahwa kain bersih
yang dikeluarkan untuk kamar tamu, restoran, klub kesehatan, dll karena ini secara langsung mencerminkan kualitas dan citra hotel. Jika ini tidak
diterima pada waktu yang tepat, kamar tidak akan siap atau restoran tidak akan membuka, dll koordinasi menjadi sangat penting mengingat volume
besar linen dan seragam yang terlibat.

6. Food and Beverage

The restaurants and banquets constantly require clean table clothes, napkins, etc. Their
staff, as well as those in the kitchen, require clean uniforms- the former because they are in
guest contact and the latter due to strict standards of hygiene required in the kitchens by most
governments.
Restoran dan jamuan makan terus-menerus membutuhkan taplak meja yang bersih, serbet, dll Staf mereka, serta mereka yang di dapur,
membutuhkan uniforms yang bersih karena mereka berada dalam kontak langsung dengan tamu, dan yang terakhir karena standar yang ketat
tentang kebersihan yang diperlukan di dapur.

7. Security
The guest room is the most private place and a hotel goes to great lengths to ensure
guest privacy and security. However, a guest can take advantage of this privacy by gambling,
smuggling, etc. Housekeeping has to be alert to these goings-on, and seek the security
department’s intervention, if necessary.
Ruang tamu adalah tempat yang paling pribadi dan sebuah hotel bersusah payah untuk memastikan privasi tamu dan keamanan. Namun, tamu dapat
mengambil keuntungan dari privasi ini dengan perjudian, penyelundupan, dll .. housekeeping harus waspada terhadap kejadian-kejadian ini, dan
meminta intervensi departemen keamanan ini, jika perlu.

8. Stores
Larger hotels have a House-keeping Store that stocks housekeeping linen and supplies
independently. Smaller hotels may stock them in the general store except for linen which
should be issued to the housekeeping department. The co-ordination with the stores would
ensure the availability of day-to-day requirements for housekeeping.
hotel besar memiliki housekeeping store yang keberadaan linen housekeeping dan perlengkapannya berdiri sendiri. hotel yang lebih kecil mungkin
toko umum kecuali untuk linen yang harus dikeluarkan untuk Departemen housekeeping. Koordinasi dengan toko-toko akan memastikan
ketersediaan sehari-hari kebutuhan untuk housekeeping

1.6 TYPES OF ROOMS

The size and furnishing of a room solely depends on the type of the hotel and the
classification of rooms.
Ukuran dan jenis furnishing di ruangan semata-mata tergantung pada jenis hotel dan klasifikasi kamar.

1. Single Room

A single room has a single bed for single occupancy. It

is a standard room having a dressing-cum-writing
table.
Kamar yang memiliki tempat tidur tunggal untuk hunian tunggal. Ini adalah kamar
standar memiliki meja rias dan meja untuk menu

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2. Double Room

It is a room with one double bed meant for

two people. It is a standard room having a
dressing-cum-writing table.
kamar dengan satu tempat tidur ganda dimaksudkan untuk dua orang.
Ini adalah kamar standar memiliki meja rias dan meja untuk menulis.

3. Deluxe Room

This room is well furnished, carpeted and

more suitable for single persons and small
families. Deluxe Rooms are available with
Single and Double beds.
Kamar ini dilengkapi dengan furnish yang sangat baik, berkarpet dan
lebih cocok untuk orang tunggal dan keluarga kecil. Kamar Deluxe
tersedia dengan tempat tidur tunggal dan ganda.

4. Twin Room

A room with two single beds meant for

two people having only one bedside table
between the two beds.
kamar dengan dua tempat tidur single dimaksudkan untuk dua
orang hanya memiliki satu meja samping tempat tidur antara dua
tempat tidur.

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 5. Hollywood Twin

It is a room with two single beds and one

single headboard meant for two people.
When need arises, the two beds can be
bridged together to make it appear as a
double room.
kamar dengan dua tempat tidur tunggal dan satu sandaran kepala
tunggal dimaksudkan untuk dua orang. Ketika kebutuhan muncul, dua
tempat tidur dapat digabung bersama-sama untuk membuatnya
tampak sebagai ruang ganda.

6. Studio

The studio room is the room for the guest

with option of self catering. It has a queen
size bed, air conditioning, fan and screens.
There is also a dining area and a seating
area.
ruang untuk tamu dengan pilihan katering pribadi. Ini memiliki
tempat tidur ukuran queen, AC, kipas angin dan layar. Ada juga
ruang makan dan area tempat duduk.

7. Suite

A suite in a hotel mostly denotes a class

of luxury rooms. Suites offer more space
and furniture than a basic hotel room. In
addition to the standard bed and bedroom
fixtures, a suite will typically add a living
room, usually with a couch that folds into
a bed. Dining, office and kitchen
facilities are also added in some suites.
Many large hotels have one or more
"honeymoon suites", and sometimes the best room is called the "presidential suite". Some
hotels now offer only regular suites. Regular suites are particularly aimed at business
travelers who would both appreciate additional space and may use it to host small meetings
or entertain guests.
Suite room di hotel sebagian besar menunjukkan kelas kamar mewah. Suites menawarkan lebih banyak ruang dan furnitur dari pada kamar hotel
biasa. Selain standar tempat tidur dan kamar tidur perlengkapan, suite biasanya akan menambah ruang tamu, biasanya dengan sofa yang bisa dilipat
menjadi tempat tidur. tempat Makan, kantor dan fasilitas dapur juga ditambahkan di beberapa suite. Banyak hotel besar memiliki satu atau lebih
"suite untuk bulan madu", dan kadang-kadang ruang terbaik disebut "presidential suite". Beberapa hotel sekarang menawarkan hanya suite saja .
suite reguler secara khusus ditujukan untuk para orang bisnis yang mendapatkan ruang tambahan dan dapat menggunakannya untuk menjadi
pertemuan kecil atau menjamu tamu.

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 8. Penthouse Suite

A penthouse suite is mostly on the highest f l

o o r s o f hotel building. Penthouses are
typically differentiated from other rooms b y
luxury features. A penthouse suite may also
provide occupants with private access to the
roof space above the suit, instead of or in
addition to terrace space created by an
adjacent sitback.
Sebuah penthouse sebagian besar terletak di lantai yang tertinggi dari
sebuah bangunan hotel. Penthouse biasanya dibedakan dari kamar lain
dengan fitur yang lebih mewah. Sebuah penthouse suite juga biasanya memberikan penghuni dengan akses pribadi ke ruang atap di atas suite tsb ,
sebagai pengganti atau tambahan ruang teras yang dibuat saling berdekatan.

9. Parlour

A parlour is a room equipped and

furnished for a special function or
business. It is generally a lavishly
decorated room with more facilities like
bar, pantry, massage. Usually the room is
sold on hourly basis.
ruangan dilengkapi dengan dilengkapi peralatan khusus dan
furnitur untuk fungsi khusus atau bisnis. Hal ini umumnya ruang
dihias dengan fasilitas lainnya seperti bar, dapur, pijat. Biasanya
ruangan dijual dengan hitungan jam.

10. Executive Room

It is larger bedroom with a sitting area

provided with chairs and usually sofa.
There is a dressing table as well as a
writing table.
ruangan yang dilengkapi dengan tempat tidur besar dengan
disediakan tempat duduk dengan kursi dan biasanya sofa. Ada
meja rias serta meja menulis.

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 11. Duplex Room

A set of rooms not on the same level but

it is connected by an internal staircase.
Generally,
the parlour is at the lower level and the
bedrooms are at the upper level.
Satu set kamar tidak pada tingkat yang sama tetapi terhubung
oleh tangga internal. Umumnya,
ruang tamu adalah pada tingkat yang lebih rendah dan kamar
tidur di tingkat atas.

12. Interconnected Rooms

Two rooms adjacent to each other

having an interconnecting door
allowing entry from one
room to another, without having to go
through the corridor. The
interconnecting doors can be
opened or locked as per the guest’s
choice.
Dua kamar yang berdekatan satu sama lain memiliki pintu
interkoneksi memungkinkan masuk dari satu
kamar ke kamar lain, tanpa harus melalui koridor. Pintu interkoneksi dapat dibuka atau dikunci sesuai pilihan tamu.

13. Efficiency Room

It is a room with some kitchen

facilities found in motels and
residential hotels.
Ini adalah sebuah ruangan dengan beberapa fasilitas dapur
yang ditemukan di motel dan hotel perumahan.

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 14. Cabana

Cabana is generally a shelter on a beach or at a

swimming pool used as a bathhouse. But now
some hotels provide cabana with contemporary
beauty, comfort, protection and
privacy with all basic facilities alongside the
swimming pool, on the beach, in the garden
and in any lounging area to individual guests for
occupation. The rent for cabana is usually
less as they would not have luxurious décor.
Cabana umumnya tempat penampungan di pantai atau di kolam renang
digunakan sebagai tempat pemandian. Tapi sekarang beberapa hotel
menyediakan cabana dengan keindahan kontemporer, kenyamanan,
perlindungan dan privasi dengan semua fasilitas dasar di samping kolam
renang, di pantai, di taman dan di setiap tempat duduk-duduk untuk tamu individu untuk bekerja. Sewa untuk cabana biasanya murah karena mereka
tidak akan memiliki dekorasi mewah.

15. Sico

Sico room is a smart solution to space

efficiency. Sico rooms usually have special beds
which can be folded according to the guest’s
need. Guests get a meeting room by day and a
sleeping room by night, with the comfort of a
real mattress. With most meetings
today consisting of ten people or less, Sico
rooms offer the flexibility to accommodate
small meetings without tying up large meeting
rooms.
Sico kamar adalah solusi cerdas untuk efisiensi ruang. Sico kamar biasanya
memiliki tempat tidur khusus yang dapat dilipat sesuai dengan kebutuhan tamu. Para tamu mendapatkan ruang pertemuan siang hari dan ruang tidur
pada malam hari, dengan kenyamanan kasur yang baik. Dengan sebagian besar pertemuan hari ini terdiri dari sepuluh orang atau kurang, Sico kamar
menawarkan fleksibilitas untuk mengakomodasi
pertemuan kecil tanpa mengikat ruang rapat besar

1.7 GUEST ROOM SUPPLIES

Hotels provide guest with various amenities during their stay. The items supplied vary from
hotel to hotel. It solely depends on the category of the hotel. The following are supplied to
the guest for their pleasant stay:
Hotel menyediakan untuk tamu dengan berbagai fasilitas selama mereka tinggal. Item yang disediakan bervariasi dari hotel ke hotel. Ini semata-mata
tergantung pada kategori hotel. Berikut ini diberikan kepada tamu karena mereka tinggal yang bisa menyenangkan:

Bath towel face towel

Hand towel Slippers Soaps/ Soap dish

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Shampoos Bath Gels Bath Lotions

Shower Caps Dental Kits Shaving Kits

Shoe Shines Shoe Mitts Combs

Cotton Balls Sanitary Bags Cotton buds

Loofah Bathrobes Nail files

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Clothes Brushes Carry Bags Shoe Horns

Racks Garbage Barrels Tissue Boxes

Shoe baskets Rattan Baskets Pallets

Hangers Swizzle Sticks Umbrellas

Gargle Tumblers Toilet Rolls Fruit Sticks

Water tumblers Service directory Guest stationery

20
‘Do Not Disturb’ cards Bible / Gita Ashtray

Breakfast knob cards Room service menu Match Box/ Lighter

Polish my shoe card Room beverage menu Guest house rules

CHECK YOUR PROGRESS

1. What is the role of housekeeping department?
2. List out the important functions of housekeeping.
3. Mention the names of the various types of rooms available in a hotel?
PERIKSA KEMAJUANMU
1. Apa peran dari Departemen housekeeping ?
2. fungsi-fungsi penting dari departemen housekeeping .
3. Sebutkan nama-nama dari berbagai jenis kamar yang tersedia di hotel?

1.8 LET US SUM UP

This lesson, gives a brief introduction to the housekeeping department in hotels. The
housekeeping is the department of a hotel charged with cleaning and maintaining rooms and
public spaces. The housekeeping department is responsible for the daily cleaning of public
rooms (lobbies, corridors, meeting rooms), private bedrooms and public washrooms. In
addition, it handles the laundering of linens and in some instances, guest laundry as well. For
a pleasant stay, guest expects Comfort, Cleanliness and Hygiene, Privacy, Safety and
21
Security and Décor. Housekeeping department holds the responsibility of cleaning,
maintenance and efficient upkeep of the hotel. The main functions of housekeeping is overall
cleanliness, bed making, ensuring maintenance of the building and its infrastructure, laundry,
linen management, key control, pest control, safety and security of the guests as well as the
infrastructure and interior decoration. The housekeeping department should co-ordinate and
ensure maximum co-operation with other departments to provide high quality service. The
various types of rooms, their classification and the guest room supplies are also discussed in
this lesson.
Ringkasan
Pelajaran ini, memberikan pengenalan singkat ke departemen housekeeping di hotel. housekeeping adalah departemen dihotel yang dibebankan
dengan pembersihan dan pemeliharaan kamar dan ruang publik. Departemen housekeeping bertanggung jawab untuk pembersihan harian ruang
publik (lobi, koridor, ruang rapat), kamar tidur pribadi dan kamar mandi umum. Selain itu, menangani pencucian linen dan dalam beberapa kasus,
juga laundry tamu . Untuk tinggal yang menyenangkan, tamu mengharapkan kenyamanan, Kebersihan , kerahasiaan, Keselamatan dan Keamanan dan
Décoration. Departemen housekeeping memegang tanggung jawab pembersihan, pemeliharaan dan perawatan secara efisien di hotel. Fungsi utama
pembenahan kebersihan secara keseluruhan, menata tempat tidur, memastikan pemeliharaan bangunan dan infrastruktur, laundry, manajemen
linen, pengawasan kunci , pengendalian hama, keselamatan dan keamanan para tamu serta infrastruktur dan dekorasi interior. Departemen
housekeeping harus mengkoordinasikan dan memastikan maksimum kerjasama dengan departemen lain untuk memberikan layanan berkualitas
tinggi. Berbagai jenis kamar, klasifikasi mereka dan pasokan kamar tamu juga dibahas dalam pelajaran ini.

1.9 LESSON END ACTIVITY

1. Visit two different categories of hotels and make a note of the following:
Activity Economy Hotel Luxury Hotel
Number of rooms
Types of rooms
Guest room supplies
1.10 KEY WORDS
1.10 KATA KUNCI

Lobbies
A lobby is a room in a building which is used for entry from the outside.
sebuah ruangan di sebuah bangunan yang digunakan untuk masuk dari luar.

Décor
A stage setting; scenery.
Pengaturan panggung; pemandangan.

Upholstery
Fabric, stuffing, and other materials used in upholstering
Kain, isian, dan bahan lain yang dipakai didalam kain pelapis

Napkins
A piece of cloth or absorbent paper used at table to protect the clothes or wipe the lips and
fingers. A cloth or towel.
Sepotong kain atau kertas penyerap digunakan di meja untuk melindungi pakaian atau menghapus bibir dan
jari. Sebuah kain atau handuk.

Synergetic
Working together toward a common end.
Bekerja sama untuk mencapai tujuan bersama.

Departure rooms
Rooms vacated or checked out by guests
Kamar dikosongkan atau ditinggalkan oleh tamu

22
Clear rooms
Cleaned rooms by house keeping ready for sale.
Membersihkan kamar hingga siap dijual.

Cabana
Shelter in the beach or swimming pool used as a bath house.
tempat berkumpul di pantai atau kolam renang yang digunakan sebagai rumah untuk mandi.

Sico room
Room with foldable bed which doubles as a meeting room in the day and bed room in the
night.
Kamar dengan tempat tidur lipat yang berfungsi sebagai ruang pertemuan di siang hari dan tempat tidur di malam.

1.11 QUESTIONS FOR DISCUSSION

1. Write short notes about the importance of house keeping.
2. Enumerate the functions of housekeeping department.
3. List out various departments the housekeeping department coordinates with.
1. Menulis catatan singkat tentang pentingnya menjaga rumah.
2. Menyebutkan fungsi Departemen rumah tangga.
3. Daftar berbagai departemen Koordinat Departemen housekeeping dengan.

CHECK YOUR PROGRESS - ANSWER

1. The housekeeping department of a hotel is responsible for cleaning and maintaining rooms
and public spaces.
2. Cleaning rooms and public area , bed making, linen management, laundry services, pest
control, key control, safety and security, interior decoration and room maintenance.
3. Single room, double room, deluxe room, twin room, Hollywood room, studio, suite,
penthouse suite, parlour, duplex room, interconnected rooms, executive room, efficient room,
cabana, sico, etc.
1. Departemen housekeeping dari sebuah hotel bertanggung jawab untuk membersihkan dan memelihara kamar dan ruangan umum.
2. Pembersihan kamar dan penataan tempat tidur dan area umum, manajemen linen, layanan laundry, pengendalian hama, kontrol kunci,
keselamatan dan keamanan, dekorasi interior dan pemeliharaan kamar.
3. Single room, double room, deluxe room, twin room, ruang Hollywood, studio, suite, penthouse suite, ruang tamu, kamar duplex, kamar yang saling
berhubungan, ruang eksekutif, ruang efisien, cabana, sico, dll

1.12 REFERENCES
1. Martin Robert J (1998), Professional Management of Housekeeping Operations, John
Wiley & Sons New York.

2. Andrews Sudhir (1985), Hotel Housekeeping Training Manual, Tata Mc Graw-Hill

Publishing Co. Ltd.

3. Rosemary Hurst (1971), Housekeeping Management for Hotels and Residential

Establishments, William Heinemann.

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 LESSON 2

CLEANING AGENTS AND EQUIPMENTS

CONTENTS

2.0 Aims and ObjectivesMaksud dan Tujuan

2.1 IntroductionPendahuluan
2.2 Cleaning Agentsbahan pembersih
2.3 Types of Cleaning AgentsJenis bahan pembersih
2.3.1 SolventsPelarut
2.3.2 Detergents & SoapsDeterjen & Sabun
2.3.3 Abrasivespenggosok
2.3.4 Liquid Cleaning Agentsbahan pembersih cair
2.3.5 Washing SodaSoda
2.3.6 Soda-Bars, Powders and FlakesSoda-Bar, Bubuk dan lapisan
2.3.7 Window CleansersPembersih Jendela
2.3.8 Acids and AlkaliAsam dan Alkali
2.3.9 Absorbentspenghisap
2.3.10 Paraffin Oillilin
2.3.11 PolishesPoles
2.3.12 Disinfectants, Antiseptics & Deodorantsobat pembasmi kuman. Penangkal infeksi & penghilang bau
2.4 Selection of Cleaning AgentsPemilihan bahan pembersih
2.5 Cleaning EquipmentsPeralatan pembersih
2.6 Manual Cleaning EquipmentsPeralatan Cleaning manual
2.6.1 Brushessikat
2.6.2 Mopspel
2.6.3 Broomsapu
2.6.4 Melamine Foam busa Melamine
2.6.5 Squeegeeskaret penyapu air
2.6.6 ClothsKain
2.6.7 Carpet Sweeperpenyapu karpet
2.6.8 Spray BottleBotol semprot
2.7 Mechanical Cleaning EquipmentsPeralatan pembersih ber mesin
2.7.1 Vacuum Cleanerspenyedot debu Mesin
2.7.2 Scrubbing / Polishing MachinesScrubbing / Polishing
2.7.3 Hot Water Extraction pemancara air panas
2.8 Selection of EquipmentsPemilihan Peralatan
2.9 Rules for Storage of EquipmentsAturan untuk Penyimpanan Peralatan
2.10 Let Us Sum Uprangkuman
2.11 Lesson End ActivityPelajaran Kegiatan Akhir
2.12 Key WordsKata Kunci
2.13 Questions for DiscussionPertanyaan untuk Diskusi
2.14 ReferencesReferensi

24
2.0 AIMS AND OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Cleaning agents and
Cleaning equipments.
Pada akhir pelajaran ini, siswa harus mampu menunjukkan keterampilan yang sesuai, dan menunjukkan pemahaman tentang berikut:
bahan pembersih
peralatan pembersih

2.1 INTRODUCTION
The proverbial godliness attached to cleanliness is one of the basic criteria for a
satisfied guest to return to a hotel. A professional and well-run housekeeping department is
key to running a successful hotel operation. Cleanliness is important for many reasons, not
the least of which is the impact it has on guests, as well as keeping long term maintenance
costs down. The housekeeping staffs have the most direct contact with the guests' rooms and
therefore, are the key to ensuring that the guests have a comfortable and pleasant stay. The
importance and influence of the housekeeping department in developing repeat clientele
cannot be over emphasised. Cleanliness, safety and security are three of the highest
requirements of the travelling public. The various cleaning agents, cleaning equipments and
cleaning procedures are discussed in this lesson.
Pepatah yang terkenal yang melekat pada kebersihan adalah salah satu kriteria dasar agar tamu merasa puas agar supaya kembali ke hotel.Departemen
housekeeping yang profesional dan dikelola dengan baik adalah kunci untuk menjalankan operasi hotel yang sukses. Kebersihan adalah penting karena
berbagai alasan, tidak sedikit di antaranya adalah dampaknya pada tamu, serta menjaga biaya pemeliharaan yang rendah untuk jangka panjang. Staf
housekeeping memiliki kontak paling langsung dengan tamu dan oleh karena itu, adalah kunci untuk memastikan bahwa para tamu memiliki tinggal
yang nyaman dan menyenangkan. Pentingnya dan pengaruh dari Departemen housekeeping dalam mengembangkan pelanggan yang mau kembali
tidak dapat dipaksakan. Kebersihan, keselamatan dan keamanan tiga persyaratan tertinggi bagi masyarakat untuk melaksanakan kegiatan bepergian.
berbagai bahan pembersih, peralatan pembersih dan prosedur pembersihan yang akan dibahas dalam pelajaran ini.

2.2 CLEANING AGENTS

Cleaning Agents are substances, usually in liquid form, that are used to remove dirt,
including dusts, stains, bad smells and clutter in solid surfaces. Purposes of using cleaning
agents include health, beauty, elimination of offensive odor, and to avoid the spreading of
dirt and contaminants to oneself and others. Some cleaning agents can kill bacteria & other
microbes and clean at the same time. Cleanliness is a basic need that a hotel must fulfill and
industrial cleaning agents are often the easiest, most efficient and economical option
available.
Bahan pembersih adalah zat kimia, biasanya dalam bentuk cair, yang digunakan untuk menghilangkan kotoran, termasuk debu, noda, bau busuk dan
permukaan padat yang tidak rata. Tujuan menggunakan bahan pembersih termasuk kesehatan, kecantikan, membuang bau yang tajam , dan untuk
menghindari penyebaran kotoran dan kontaminan untuk diri sendiri dan orang lain. Beberapa bahan pembersih dapat membunuh bakteri & mikroba lain
dan bersih pada waktu yang sama. Kebersihan adalah kebutuhan dasar bahwa sebuah hotel harus memenuhi dan
Bahan pembersih industry yang sering dengan pilihan paling mudah, paling efisien dan ekonomis yang tersedia.

2.3 TYPES OF CLEANING AGENTS

Various types of cleaning agents are used for cleaning the guest rooms, bathroom,
toilets and other public areas. Typical cleaning agents include aqueous and semi-aqueous
cleaning agents, solvents, acids, alkalis and abrasives. The different types of cleaning agents
used are discussed below:
Berbagai jenis bahan pembersih yang digunakan untuk membersihkan kamar tamu, kamar mandi, toilet dan tempat umum lainnya. bahan pembersih
khas termasuk air dan bahan pembersih tanpa air, pelarut, asam, alkali dan abrasive. Berbagai jenis bahan pembersih yang digunakan dibahas di bawah
ini:

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 2.3.1 Solvents

A solvent is a liquid that dissolves a solid or

liquid solute, resulting in a solution. The most
common solvent used in everyday life is water. It is
the simplest cleaning agent and some forms of dirt
will be dissolved by it, but normally unless it is
used in conjunction with some other agent like
detergent, water is not an effective cleaning agent.
Precaution must be taken to change the water
frequently when it gets dirty because it could leave
a film of dirt instead of removing it. Warm water
dissolves soap more readily than cold water; hence
it must be used to remove dirty soap lather. Caution
must be taken that the water is ‘soft’ as most
detergents are ineffective with hard water.
Moreover, hard water does not wet the surface adequately which is a precondition for good
cleaning action.
Sebuah pelarut adalah cairan yang bisa melarutkan zat terlarut padat atau cair, hingga hasil akhir menjadi larutan. pelarut yang paling umum
digunakan dalam kehidupan sehari-hari adalah air. Ini adalah bahan pembersih yang paling sederhana dan beberapa bentuk kotoran akan dihancurkan
olehnya, tapi biasanya kecuali digunakan dalam hubungannya dengan beberapa bahan lainnya seperti deterjen, air bukan merupakan bahan pembersih
yang efektif. Tindakan pencegahan harus diambil untuk mengganti air sering kali ketika airnya sudah kotor karena bisa meninggalkan sebuah bekas
kotoran bukan menghilangkannya. air hangat melarutkan sabun lebih mudah daripada air dingin; karena itu harus digunakan untuk menghilangkan
kotoran dari sabun busa. Perhatian harus diambil bahwa air adalah 'lembut' karena kebanyakan deterjen tidak efektif dengan air keras. Selain itu, air
keras tidak membasahi permukaan memadai yang merupakan prasyarat untuk tindakan pembersihan yang baik.

2.3.2 Detergents & Soaps

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Detergent is a compound, or a mixture of compounds, intended to assist cleaning. The term is
sometimes used to differentiate between soap and other chemical surfactants used for
cleaning purposes. Detergents and soaps are used for cleaning because pure water can't
remove oil, organic soiling. Soap cleans by acting as an emulsifier. Basically, soap allows oil
and water to mix so that oily grime can be removed during rinsing. Detergents are primarily
surfactants (Example Tween 20), w h i c h are produced from petrochemicals. Surfactants
lower the surface tension of water, essentially making it 'wetter' so that it is less likely to
stick to itself and more likely to interact with oil and grease. Detergents are similar
to soap, but they are less likely to form films (soap scum) and are not as affected by the
presence of minerals in water (hard water). There are several factors that dictate what
compositions of detergents should be used, including the material to be cleaned, the
apparatus to be used, and tolerance for and type of dirt.
Deterjen adalah senyawa, atau campuran senyawa, yang dimaksudkan untuk membantu membersihkan. Istilah ini kadang-kadang digunakan untuk
membedakan antara sabun dan surfaktan kimia lainnya yang digunakan untuk sabun dan tujuan pembersihan. Deterjen dan sabun digunakan untuk
membersihkan karena air murni tidak dapat menghapus minyak, sampah organik. Sabun membersihkan dengan bertindak sebagai emulsifier. Pada
dasarnya, sabun memungkinkan minyak dan air untuk bercampur sehingga kotoran berminyak dapat dihapus selama pembilasan. Deterjen terutama
surfaktan (Contoh Tween 20), diproduksi dari petrokimia. Surfaktan menurunkan tegangan permukaan air, pada dasarnya menjadikannya 'basah'
sehingga kecil kemungkinan untuk tetap sendiri dan lebih mungkin untuk berinteraksi dengan minyak dan lemak. Deterjen mirip sabun, tetapi mereka
cenderung untuk membentuk film (buih sabun) dan tidak terpengaruh oleh adanya mineral dalam air (air keras). Ada beberapa faktor yang menentukan
apa yang harus digunakan komposisi deterjen, termasuk material yang akan dibersihkan, peralatan yang akan digunakan, dan toleransi untuk dan jenis
kotoran.

2.3.3 Abrasives

Abrasive cleaners generally use some

kind of grit to boost their cleaning ability, along
with detergents, acids, alkalis and other
compounds. Some are in powder form while
others are suspensions of abrasive in liquid. The
quartz or silica that constitutes the grit will
easily scratch and / or damage softer surfaces
such as laminate, fiberglass, stainless steel, etc.
Even on very hard surfaces such as porcelain,
use caution. Over time, abrasives will dull and
scratch the surface. Abrasives can be classified
as:

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 Fine abrasive: includes whiting (filtered chalk), jewels rouge (a pink oxide of
iron).
Medium abrasive: includes scouring powders and paste. Scouring powders are
made up of fine minerals generally lime stone or calcite mixed with soap or
detergent and alkali to remove grease and little bleach.
Hard abrasive: includes sand paper, steel wool etc. Other examples are glass, sand
and emery papers, steel wool, nylon web, powdered pumice and fine ash. These
are used as finely ground powder, example are scouring powders like Vim or
liquid or cream form. Abrasive cleaners will often work where others fail. Liquid
abrasive cleaners are generally more expensive but are more convenient to use.
penggosok umumnya menggunakan beberapa jenis grit (pasir halus) untuk meningkatkan kemampuan membersihkan kotoran, bersama dengan
deterjen, asam, alkali dan senyawa lainnya. Beberapa dalam bentuk bubuk sementara yang lain dalam bentuk cairan. Kuarsa atau silika yang
merupakan grit dengan mudah akan menggores dan / atau merusak permukaan lembut seperti laminasi, fiberglass, stainless steel, dll Bahkan pada
permukaan yang sangat keras seperti porselen, gunakan hati-hati. Seiring waktu, abrasive akan membosankan dan menggores permukaan. Abrasive
dapat diklasifikasikan sebagai:
• Fine abrasif: meliputi kapur sirih (disaring kapur), pemerah emas (oksida merah muda besi).
• Medium abrasif: termasuk bubuk penggosok dan paste. Bubuk penggosok terdiri dari mineral halus umumnya batu kapur atau kalsit dicampur
dengan sabun atau deterjen dan alkali untuk menghilangkan lemak dan sedikit pemutih.
• Hard abrasif: termasuk kertas pasir / kertas gosok, baja lembut dll Contoh lain adalah kaca, pasir dan ampelas kertas, baja lembut, web nilon, batu
apung bubuk dan abu halus. Ini digunakan dengan cara digiling halus hingga menjadi bubuk, misalnya yang bubuk penggosok seperti Vim atau bentuk
cair atau krim. pembersih abrasif akan sering bekerja di mana orang lain gagal. pembersih abrasif cair umumnya lebih mahal tetapi lebih nyaman untuk
digunakan.

2.3.4 Liquid Cleaning Agents

Liquid cleaning agents can be either diluted in a little water or used directly with a dry cloth.
Ammonia is alkali which softens water and emulsifies grease.
Methylated sprits are effective against grease stains.
Paraffin is also grease solvent.
Turpentine is a grease and paint solvent.
Vinegar is a mild acid (acetic acid) unaffected by hard water and useful in
removing light stains in baths.
Hydrochloric acid is useful in removing stubborn stains in bathrooms but care
must be taken in its use as it is damaging to the skin and destroys fabrics and light
bathroom fittings.
Carbon tetrachloride is also excellent grease solvent. Care must be exercised there,
too, as the fumes are corrosive and harmful.
Bahan pembersih cair dapat diencerkan dalam sedikit air atau digunakan langsung dengan kain kering.
• Ammonia adalah alkali yang melembutkan air dan emulsifies lemak.
• Methylated efektif terhadap noda minyak.
• Paraffin juga pelarut minyak.
• Turpentine adalah pelarut minyak dan cat
• Vinegar adalah asam ringan (asam asetat) tidak terpengaruh oleh air keras dan berguna dalam menghilangkan noda karat di kamar mandi.
• Hydrochloric berguna untuk menghilangkan noda membandel di kamar mandi tapi hati hati dalam perawatan sebab bisa merusak barang seperti
merusak kulit dan menghancurkan kain dan perlengkapan kamar mandi.
• Carbon tetraklorida juga minyak pelarut yang sangat baik. Perawatan harus dilakukan ditempat yang jauh, karena ada asap yang merusak dan
berbahaya.

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 2.3.5 Washing Soda

This agent is quite outdated due to the advent

of domestic detergents like vim, etc. However, it is
particularly useful for emulsifying grease on drain
pipes, gutters or stone surfaces. In strong
concentration, it could be an irritant and injurious to
skin, fabrics brushes, wood and paint. Washing soda
is useful as a water softener and it is a chlorinated
compound.
2.3.5 Soda pembersih
bahan ini sudah cukup usang karena munculnya deterjen dalam negeri seperti vim, dll
Namun, itu sangat berguna untuk pengemulsi minyak di pipa saluran, selokan atau
permukaan batu. Konsentrasi yang kuat, itu bisa menjadi iritan dan merusakkan kulit, kain kuas, kayu dan cat. Soda pembersih berguna sebagai
pelembut air dan itu adalah senyawa klorin

2.3.6 Soda-bars, Powders and Flakes

Nowadays soaps have been replaced by excellent synthetic soap less detergents which
are unaffected by hard water. In this case rinsing is not important as these products suspend
dirt and grit most effectively without leaving a smear. However, some housekeepers may not
have access to these detergents and may have to rely on soaps. Powders and flakes are useful
in getting instant lather but are expensive. When used, care should be taken that they are
thoroughly dissolved. Being expensive, one should know exactly how much powder or flake
is dissolved to get an optimum concentration for best results and also how long the resultant
solution is effective. Good bar soaps are still most economical but much more strenuous to
use than modern methods. They should be stored on open shelves in a dry store.
Saat ini sabun yang telah digantikan oleh sabun sintetis yang sangat baik dan kurang deterjen yang tidak terpengaruh oleh air keras. Dalam hal ini
pembilasan tidak penting karena produk ini menangguhkan kotoran dan pasir yang paling efektif tanpa meninggalkan noda. Namun, beberapa
housekeeping mungkin tidak boleh memiliki akses ke deterjen ini dan mungkin harus mengandalkan sabun. Bubuk dan serpihan berguna dalam
mendapatkan busa instan tapi mahal. Ketika digunakan, perlu hati hati dalam pengambilan bahwasanya mereka benar-benar melarutkan total. Menjadi
mahal, orang harus tahu persis berapa banyak bubuk atau serpihan yang harus dilarutkan untuk mendapatkan konsentrasi optimum untuk hasil terbaik
dan juga berapa lama resultan solusi bisa efektif. Sabun yang baik masih paling ekonomis tetapi jauh lebih berat untuk digunakan daripada metode
modern. Mereka harus disimpan di rak-rak terbuka di gudang kering.

2.3.7 Window Cleansers

Window cleansers consist of water miscible solvent to which a small

quantity of surfactant and possibly an alkali are added-to improve the polish
effect of the cleanser. Some also contain fine abrasive. The cleanser is
applied with a cleaning rag and rubbed off with a clean soft cloth. Cleansers
can also be applied by spraying and the surface wiped clean.
Pembersih kaca terdiri dari pelarut air yang jumlahnya kecil surfaktan dan mungkin alkali ditambahkan-untuk meningkatkan
efek pembersihan. Beberapa juga mengandung baik abrasif. pembersih diterapkan dengan kain pembersih dan menggosok
dengan kain lembut yang bersih. Pembersih juga dapat diterapkan dengan penyemprotan dan permukaan dibersihkan.

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2.3.8 Acids and Alkali

The cleaning action is carried out by chemicals such as:

Acid: Acids are used for the removal of metal stains. Vinegar and lemon are used for the
removal of tarnish of copper and brass and of mild water stains on bath tubs, etc. More
resistant water stains may be removed with stronger acids such as oxalic acid or
hydrochloric acid. This should be only used under strict and experienced supervision so
that too much is not used and is carefully applied.
• Acid: Asam digunakan untuk menghilangkan noda di logam. Cuka dan lemon digunakan untuk menghilangkan noda dari tembaga dan kuningan
dan noda air yang mengering pada bak mandi, dll noda air lebih tahan dapat dihapus dengan asam kuat seperti asam oksalat atau asam klorida. Ini harus
hanya digunakan di bawah pengawasan ketat dan berpengalaman sehingga tidak terlalu banyak saat digunakan dan hati-hati saat diterapkan.

Alkali: Caustic soda, sodium hydroxide and ammonia are alkalis and are used as grease
emulsifiers and stain removal agents. Strong alkaline cleaning agents based on caustic
soda in flakes or in liquid form are available for the cleaning, of blocked drains, and
other large industrial equipments. Extreme care is to be taken in their use as they are
very strong and are highly corrosive.
• Alkali: soda kaustik, natrium hidroksida dan amonia yang alkalis dan digunakan sebagai pengemulsi minyak dan bahan penghapus noda. Bahan
pembersih yang Kuat pada dasarnya soda kaustik dalam busa atau dalam bentuk cair yang tersedia untuk pembersihan, saluran air tersumbat, dan
peralatan industri besar lainnya. sangat hati-hati harus dalam penggunaannya karena mereka sangat kuat dan sangat korosif.

2.3.9 Absorbents

These perform the cleaning action by absorbing the

stain or grease e.g. starch, French chalk powders,
and besan or gram flour. Their constituents vary and
many are of vegetable origin. Unlike abrasives, they
are not manufactured.
Ini melakukan tindakan pembersihan dengan menyerap noda atau pelumas mis
tepung kanji , bubuk kapur Perancis, dan besan atau tepung gram. konstituen mereka
bervariasi dan banyak yang dari sayuran. Tidak seperti abrasive, mereka tidak
diproduksi.

2.3.10 Paraffin Oil

Paraffin is wax like or liquid hydrocarbon mixture used as solvent.

It is also efficient for the cleaning of baths but owing to its smell it
is seldom used. Organic solvents such as methylated spirit, white
spirit (turpentine substitute) and carbon tetrachloride are grease
solvents and are used for the removal of grease and wax from
different surfaces. Aerosol dry cleansers are suitable for use on
wallpapers.
Parafin adalah seperti lilin atau campuran hidrokarbon cair digunakan sebagai pelarut. Hal ini juga efisien
untuk membersihkan kamar mandi tapi karena bau sehingga itu jarang digunakan. pelarut organik seperti
cairan methylated, white spirit (terpentin pengganti) dan karbon tetraklorida adalah pelarut lemak dan
digunakan untuk menghilangkan minyak dan lilin dari permukaan yang berbeda. Aerosol pembersih kering
yang cocok untuk digunakan pada wallpaper.

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 2.3. Polishes

They do not necessarily clean but produce a

shine by providing a smooth surface from which
light is reflected evenly. They do this by smoothing
out any unevenness on the surface of the articles.
Polishes fall into three broad categories - spirit
based, oil based and water based. Spirit based is
used primarily for mirrors, window panes, etc. Oil
based is used on wood, linoleum and synthetic
floorings, leather, tiles, etc. Water based is used on
sealed
floors, rubber and thermoplastic floors. Polishes
may be used only after dirt and dust has been
removed from surfaces. It should be used in small quantities. Ensure that the correct type of
polish is used with the correct method of polishing. Polishes come in three forms liquid,
paste & cream.
Mereka tidak selalu membersihkan tetapi menghasilkan bersinar dengan menyediakan permukaan halus dari mana cahaya tercermin merata. Mereka
melakukan ini dengan merapikan ketidakrataan apapun pada permukaan artikel. Poles dimasukkan ke dalam tiga kategori besar – berbasis cairan,
berbasis minyak dan berbasis air. Bahan dasar cairan digunakan terutama untuk cermin, kaca jendela, dll. Bahan dasar minyak digunakan pada kayu,
linoleum dan lantai sintetis, kulit, ubin, dll . berbahan dasar air digunakan pada lapisan lantai, karet dan lantai termoplastik. Poles hanya dapat
digunakan setelah kotoran dan debu telah dibersihkan dari permukaan. Ini harus digunakan dalam jumlah kecil. Pastikan dengan benar jenis polish
yang digunakan dengan metode yang benar dari polishing. Poles bisa dalam tiga bentuk cair, pasta & krim.

2.3.12 Disinfectants, Antiseptics & Deodorants

Disinfectants, antiseptics and

deodorants are not strictly cleaning agents
but are often used during cleaning
operations. Disinfectants kill bacteria,
antiseptics prevent bacterial growth and
deodorants mask unpleasant smell by
combining chemically with the particles
producing the offensive smell.
2.3.12 pembasmi kuman , pencegah infeksi dan penghilang bau
Desinfektan, antiseptik dan deodoran bukan bahan pembersih yang
sangat penting tetapi sering digunakan selama operasi pembersihan.
Desinfektan membunuh bakteri, antiseptik mencegah pertumbuhan
bakteri dan deodoran menghilangkan bau yang tidak menyenangkan
dengan menggabungkan kimia dengan partikel yang ber bau sangat
menusuk hidung.

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2.4 SELECTION OF CLEANING AGENTS
1. Mild cleaning agents are generally preferred for cleaning as they are less injurious.
2. Strong chemicals and abrasives may be easy to clean and the surface would look
better, but on the long run it may damage the surface.
3. Cleaning agents have to be purchased in manageable containers as bulk purchases
could cause congestion in stores. The containers must have reliable lids, corks as
defective ones could result in wastage due to evaporation.
4. Strong smelling agents like paraffin must be avoided due to the offensive smells
they lend to the environment.
5. Pollutant free / less polluting cleaning agents should be used to protect not only the
hotel staff and guests but also people at large.
PEMILIHAN BAHAN PEMBERSIHAN
1. bahan pembersih ringan umumnya lebih disukai untuk membersihkan karena mereka sedikit merugikan.
2. bahan kimia kuat dan abrasive mungkin mudah untuk membersihkan dan permukaan akan terlihat lebih baik, tetapi pada jangka panjang dapat
merusak permukaan.
3. bahan pembersih harus dibeli dalam wadah yang baik dan dikelola dengan baik sebagai pembelian massal supaya tidak memenuhi ruangan. Wadah
harus memiliki tutup yang baik , tutup wadah harus baik agar tida ada pemborosan karena penguapan.
4. bahan yang berbau sangat tajam seperti parafin harus dihindari karena baunya akan merusak suasana lingkungan.
5. bahan pembersih yang berpolusi rendah atau tanpa polusi harus digunakan untuk melindungi tidak hanya staf hotel dan tamu tetapi juga masyarakat
luas.

2.5 CLEANING EQUIPMENTS

To keep the hotel clean and hygienic, various equipments and supplies are used. No
work can be done without proper equipment. It is important that the housekeeper makes a
careful selection of equipment based on necessity and suitability for use in a hotel industry,
appropriate design and required size, rugged construction and finish, ease and availability of
maintenance, low initial and operating costs, on-the-job tested performance, safety, and
overall efficiency. Supplies should also be studied, and basic procedures developed to use
these supplies most effectively in maintaining desired standards of cleanliness. Housekeeping
property is broadly classified as either equipment or supplies. Items classified as supplies are
consumables, and equipment is reusable. Thus, floor machines, brooms, mops, vacuum
machines, etc, are categorized as equipment, where as cleaning agents are supplies. There are
mainly two types of cleaning equipments, viz.
(i) Manual cleaning equipments and
(ii) Mechanical cleaning equipments.
2.5 PERALATAN PEMBERSIHAN
Untuk menjaga hotel bersih dan higienis, berbagai peralatan dan perlengkapan banyak yang digunakan. Tidak ada pekerjaan dapat dilakukan tanpa
peralatan yang tepat. Adalah penting bahwa pengurus rumah tangga membuat pilihan dengan hati-hati tentang peralatan berdasarkan kebutuhan dan
kesesuaian untuk digunakan dalam industri hotel, desain yang tepat dan ukuran yang dibutuhkan, konstruksi kasar dan selesai, kemudahan dan
ketersediaan, pemeliharaan, rendah biaya awal dan operasi, kinerja diuji, keselamatan, dan efisiensi secara keseluruhan. Persediaan juga harus
dipelajari, dan prosedur dasar dikembangkan untuk menggunakan perlengkapan tersebut yang paling efektif dalam mempertahankan standar yang
diinginkan kebersihan. properti rumah tangga secara luas diklasifikasikan sebagai peralatan atau perlengkapan. Item diklasifikasikan sebagai persediaan
habis, dan peralatan dapat digunakan kembali. Dengan demikian, mesin sikat, sapu, pel, mesin vakum, dll, dikategorikan sebagai peralatan, sedangkan
bahan pembersih adalah pasokan. Ada dua jenis peralatan pembersih, yaitu.
(I) peralatan pembersih manual tanpa listrik
(II) peralatan pembersih mesin pakai tenaga sumber listrik

2.6 MANUAL CLEANING EQUIPMENTS

2.6.1 Brushes
The brushes are devices with bristles, wire or other filaments, used for cleaning.
Brushes used for cleaning come in various sizes, such as very small brushes for cleaning a
fine instrument, toothbrushes, the household version that usually comes with a dustpan, or
the broomstick. Hallbrooms are even larger and are used for cleaning large areas. Cleaning
brushes also include brushes for cleaning the toilet, washing glass, finishing tiles, and
sanding doors. There are mainly three types of brushes:
Sikat adalah perangkat dengan bulu, kawat atau filamen lain, digunakan untuk membersihkan. Kuas yang digunakan untuk pembersihan datang dalam
berbagai ukuran, seperti kuas sangat kecil untuk membersihkan alat yang baik saja, sikat gigi, versi rumah tangga yang biasanya datang dengan pengki,

32
atau sapu. Sikat ukuran besar bahkan lebih besar dan digunakan untuk membersihkan area yang luas. Membersihkan mencakup sikat untuk
membersihkan toilet, mencuci kaca, finishing ubin, dan pengamplasan pintu. Ada terutama tiga jenis sikat:
Hard brush: have bristles that are stiff and well spaced. These are most suitable for
removal of litter. Example: upholstery brush, carpet brush etc. •
sikat keras : memiliki bulu yang kaku dan tempat yang kuat . Ini adalah yang paling cocok untuk pembersihan kotoran / sampah. Contoh: sikat jok,
sikat karpet dll

Soft brush: have bristles that are flexible and set close together. They can be used to
remove loose soil and litter. Example: tooth brush, feather brush, shoe brush, coat brush etc. •
sikat lembut: memiliki bulu yang lentur dan saling berdekatan. Mereka dapat digunakan untuk menghilangkan tanah yang menempel dan sampah.
Contoh: sikat gigi, sikat bulu, sikat sepatu, sikat mantel dll

Scrubbing brush: can be used to remove heavy soiling from small areas or by the use of
mechanical scrubbing machines, if possible. Example: deck scrubber, clubshaped /
hockey stick shaped toilet brush, etc.
• Scrubbing brush: dapat digunakan untuk menghapus kotoran berat dari area kecil atau dengan menggunakan mesin sikat mekanik, jika
memungkinkan. Contoh: deck scrubber, clubshaped / tongkat hoki berbentuk sikat toilet, dll

33
34
35
2.6.2 Mops

A mop is a tool generally used for

cleaning floors, although when
possible it is also used for cleaning
other surfaces, for example tiled
walls, to avoid unhygienic working
conditions. The following are the
different types of mops.
2.6.2 Mops
Sebuah pel adalah alat umumnya digunakan untuk
membersihkan lantai, meskipun bila mungkin juga digunakan
untuk membersihkan permukaan lain, misalnya dinding ubin,
untuk menghindari kondisi kerja yang tidak higienis. Berikut
ini adalah berbagai jenis kain pel.

36
 1. Dry mop, dust mop

A dry mop or dust mop is designed to pick

up dry, loose contamination like dust, earth
and
sand from the floor surface. It consists of
yarn and / or microfibre and is used as a first
step in
cleaning a floor. Dry mops can be similar to
the yarn wet mop, but with wider eyes and shorter hairs than wet mops. Professional dry
mops consists of a flat sheet of micro fibre textile or sheets with a surface of looped yarn,
usually about 15 cm wide, and comes in variable lengths (usually 30 to 100 cm). The
professional type is intended for fastening on long handle with a flat pad with the aid of
velcro or a pouch on the mop, in which the pad on the handle fits. The dry mop can in many
instances replace a broom and has the ability to hold a limited amount of dust or sand within
itself. Ideally, it should be machine washed when it becomes saturated with dust.
1. pel kering, pel debu
Sebuah pel kering atau pel debu kering dirancang untuk mengambil, mengurangi kontaminasi kering seperti debu, tanah dan
pasir dari permukaan lantai. Ini terdiri dari benang dan / atau microfibre dan digunakan sebagai langkah pertama dalam
membersihkan lantai. pel kering dpat disamakan dengan benang pel basah, tapi dengan penampang yang lebih luas dan rambut lebih pendek dari pel
basah. pel kering profesional terdiri dari lembaran datar dari tekstil serat mikro atau lembaran dengan permukaan benang dilingkarkan, biasanya lebar
sekitar 15 cm, dan datang dalam panjang variabel (biasanya 30 sampai 100 cm). Jenis ini dimaksudkan untuk kecepatan pekerjaan dengan lempengan
dari baja tipis dengan bantuan velcro atau kantong pel, di mana pad pada pegangan cocok. Pel kering dapat dalam banyak kasus menggantikan sapu
dan memiliki kemampuan untuk menahan jumlah terbatas dari debu atau pasir dalam dirinya sendiri. Idealnya, itu harus dicuci dengan mesin ketika
sudah penuh dengan debu.

2. Wet mop, moist mop

A wet mop or moist mop is, in professional

cleaning, used as a second step in the
cleaning
of a surface. The wet mop is swept over the
surface to dissolve and absorb fat, mud and
dried-in liquid contaminations.
2. pel basah, pel basah
Sebuah pel basah adalah, pembersihkan profesional, digunakan sebagai
langkah kedua dalam pembersihan dari permukaan. Pel basah menyapu
permukaan untuk melarutkan dan menyerap lemak, lumpur dan
cairan yang sudah kering.

2. Yarn mop

In daily usage, a mop is usually equal to a

yarn mop. The mop (eye) consists of thick
strings of long yarn (about 25 cm) or, in
newer models, soft strands of water-
absorbing fabric. A yarn mop is usually
mounted on a long (about 1.5 m) handle with
a ganged end on which the mop can be
fastened by turning it clockwise. To clean a
floor, the mop is soaked in a bucket of water,
usually mixed with a cleaning solution and
swept against the surface. Some buckets
37
include a wringer to strain excess water from the mop, so as not to saturate the floor and as
not to leave excessive water on the floor. Leaving too much water on the floor will usually
result in dust collection and thus result in a less clean floor. Yarn mops are also often used to
clean up liquid spills.
3. Benang mop
Dalam penggunaan sehari-hari, pel biasanya sama dengan pel benang. Pel (mata) terdiri dari benang tebal yang panjang (sekitar 25 cm) atau, dalam
model yang lebih baru, helai lembut kain menyerap air. Sebuah pel benang biasanya dipasang pada panjang (sekitar 1,5 m) di ikat dengan ujung yang
dapat mudah dengan memutarnya searah jarum jam. Untuk membersihkan lantai, alat pel direndam dalam ember berisi air, biasanya dicampur dengan
larutan pembersih untuk menyapu terhadap permukaan. Beberapa ember termasuk pemeras untuk saring kelebihan air dari pel, agar tidak jatuh lantai
dan tidak meninggalkan air yang berlebihan di lantai. Meninggalkan terlalu banyak air di lantai biasanya akan mengakibatkan banyak debu dan dengan
demikian mengakibatkan lantai kurang bersih. pel benang juga sering digunakan untuk membersihkan tumpahan cairan.

4. Mop for premoistening

In professional cleaning, mops are

often preimpregnated with an ideal
amount of liquid. This
ideal amount is often recommended
by the manufacturer in terms of
weight percent of water
per dry weight mop, (175% water).
Mops for pre-moistening are flat
sheets of (often micro
fibre) textile, usually about 15 cm
wide, and comes in variable lengths
(usually 30 to 100 cm). Mops for pre-
moistening is fastened on a long
handle with a flat pad with the aid of velcro or a pouch on the mop, in which the pad on the
handle fits.
4. Mop untuk pembasahan awal
Dalam pembersihan profesional, pel sering dilakukan pembasahan awal dengan jumlah ideal cair. Ini jumlah ideal sering direkomendasikan oleh
produsen dalam hal persen berat air per pel berat kering, (175% air). Pel untuk pre-melembabkan adalah lembaran datar (sering mikro fiber) tekstil,
biasanya lebar sekitar 15 cm, dan panjang bervariasi (biasanya 30 sampai 100 cm). Pel untuk pre-melembabkan diikat pada pegangan panjang dengan
pad datar dengan bantuan velcro atau kantong pel, di mana pad pada pegangan sudah cocok.

5. Premoistening
Pre-moistening can be done with a special washing machine or by hand by simply folding
and packing the mops tight in a container and pouring the measured amount of water over
them. The mops will then need about 5 to 10 min for the liquid to distribute evenly in theih r
tissue before use. Advantages with premoistening are:
The cleaner does not have to have a bucket of water with him / her when cleaning the
floor, but simply carries an appropriate amount of mops.
The risk of over-wetting the floor and leaving pools of water which collects dust is
eliminated if the wetting is ideal.
5. Pembasahan
Pembasahan dapat dilakukan dengan mesin cuci khusus atau dengan tangan dengan hanya melipat dan mengemas pel ketat dalam sebuah wadah dan
menuangkan jumlah diukur air di atas mereka. Mops akan membutuhkan sekitar 5 sampai 10 menit untuk cairan untuk mendistribusikan secara merata
di mereka jaringan sebelum digunakan. Keuntungan dengan pembasahan adalah:

• staff tidak harus membawa ember air dengan dia saat membersihkan lantai, tetapi hanya membawa jumlah yang tepat dari pel.
• Risiko pembasahan lantai yang terlalu banyak dan meninggalkan genangan air yang mana bisa mengambil banyak debu jika pembasahan ideal.

6. Hot mop
Wet mop is also called the hot mop, which works on a similar concept to a steam iron. After
adding water, it is heated to make the water exude on top of a floor, which can then be
cleaned without using a cleaning solvent. These can work best on surfaces where a regular
mop would also be used, such as floors, hearths, and laminates.
38
6. pel panas
pel basah juga bisa dipakai untuk pel panas, yang bekerja pada konsep yang mirip dengan setrika uap. Setelah menambahkan air, dipanaskan untuk
membuat air menyapu di atas lantai, yang kemudian dapat dibersihkan tanpa menggunakan larutan pembersih. Ini dapat bekerja terbaik pada
permukaan di mana pel biasa juga akan digunakan, seperti lantai, tungku, dan laminasi.

2.6.3 Broom

A broom is a cleaning tool consisting of stiff fibres attached

to, and roughly parallel to, a cylindrical handle, the
broomstick. A smaller whisk broom or brush is sometimes
called a duster.
2.6.3 Broom
Sebuah sapu adalah alat pembersih yang terdiri dari serat lembut melekat, dan kira-kira sejajar
dengan, pegangan silinder. Sebuah sapu kecil atau sikat kadang-kadang disebut penghilang debu

2.6.4 Melamine Foam

Melamine foam is a foam-like material consisting of a formaldehyde-melamine-sodium

bisulfate copolymer. The foam, because of its microporous properties, may remove otherwise
"uncleanable" external markings from relatively smooth surfaces. For example, it can remove
crayon, magic marker, and grease from painted walls, wood finishings, and grime from hub
caps.
2.6.4 Busa Melamine
Melamin busa adalah bahan busa-seperti yang terdiri dari bisulfat kopolimer formaldehida-melamin-natrium. busa, karena sifat mikro nya, dapat
menghapus dan juga sebaliknya"Uncleanable" tanda eksternal dari permukaan relatif bagus. Sebagai contoh, dapat menghapus krayon, spidol, dan
lemak dari dinding dicat, finishings kayu, dan kotoran topi.

39
 2.6.5 Squeegees

A squeegee is a cleaning tool with a flat, smooth

and thick rubber blade, used to remove or control
the flow of liquid on a flat surface. It is used for
cleaning floors and small thin and flexible
squeegee is used for cleaning windows.
2.6.5 Squeegees
Sebuah squeegee adalah alat pembersih dengan pisau karet datar, halus dan
tebal, digunakan untuk menghapus atau mengontrol aliran cairan pada
permukaan yang datar. Hal ini digunakan untuk membersihkan lantai dan karet
kecil yang tipis dan fleksibel squeegee digunakan untuk membersihkan jendela.

2.6.6 Cloths

Floor cloths

It is a yarn fabric usually made from loosely

spun yarn. They are used for removal of
spillages from the floor
1. kain pel Lantai
Ini adalah kain benang biasanya terbuat dari benang longgar berputar. Mereka
digunakan untuk menghapus tumpahan dari lantai

Wipes and swabs

These are cloths used for wet cleaning of surfaces

above floor level.
2. penghapus dan penyeka
Ini adalah kain yang digunakan untuk pembersihan basah dari permukaan atas lantai.

Scrim

It is a loosely woven linen cloth which is

absorbent and does not leave stains. They are suitable
for cleaning glazed area.
3. samaran
Ini adalah kain linen longgar tenunan yang baik untuk penyerapan dan tidak
meninggalkan noda. Mereka cocok untuk membersihkan daerah mengkilap.

Rags /disposable cloths

This old discarded linen are obtained from

the linen room and used for the purpose of general
cleaning. They are discarded when heavily soiled.
linen yang sudah berumur lama ini diperoleh dari ruang linen dan digunakan untuk
tujuan pembersihan umum. Mereka dibuang ketika sangat kotor.

40
Dust sheets

These are thin cotton sheets used to cover

furniture especially during special/ spring
cleaning. They are also old discarded linen
obtained from linen room.
5. kain lembaran ini terbuat dari seprai katun tipis yang digunakan
untuk menutupi furniture terutama selama khusus / pembersihan musim
semi. Mereka juga linen lama yang diperoleh dari ruang linen.

Drugget

It is a sort of cheap stuff, very thin and narrow,

usually made of wool, or half wool and half silk
or linen; it may have been corded or plain. They
are used for rugs, tablecloths, carpet square to
protect the floor during bad weather and during
redecoration.
6. drugget Ini adalah semacam barang murah, sangat tipis dan sempit, biasanya
terbuat dari wol, atau setengah wol dan setengah sutra atau linen; mungkin telah
dijalin dgn tali atau polos. Mereka digunakan untuk karpet, taplak meja, karpet
persegi untuk melindungi lantai selama cuaca buruk dan selama redecoration.

Hearth and bucket cloths

These are thick fabric cloths placed under the

buckets to prevent marking of the floor/
surface.
7. tungku dan ember kain
Ini adalah kain tebal yang ditempatkan di bawah ember sebagai tanda
pencegahan di atas lantai / permukaan.

Chamois leather

It is a skin of chamois goat. They are used

for cleaning windows and mirrors.
8. Chamois kulit
Ini adalah kulit chamois kambing. Mereka digunakan untuk
membersihkan jendela dan cermin.

41
2.6.7 Carpet Sweeper

Carpet sweeper is a mechanical device for

the cleaning of carpets in place. They were
popular before the introduction o f vacuum
cleaners and have been largely superseded
by them. However, some restaurants
continue to use them (as they are
lightweight and very quiet, enabling the
wait staff to quickly clean crumbs up from
the floor without disturbing other diners. A
carpet sweeper typically consists of a small
box. The base of the box has rollers and
brushes, connected by a belt or gears.
There is also a container for dirt. The arrangement is such that when pushed along a floor the
rollers turn and force the brushes to rotate. The brushes sweep dirt and dust from the floor
and deposit the particles into the container.
2.6.7 Carpet Sweeper
Penyapu karpet adalah perangkat mekanik untuk membersihkan karpet di tempat. Mereka populer sebelum pembersih f vakum pengenalan o dan
sebagian besar telah digantikan oleh mereka. Namun, beberapa restoran terus menggunakan mereka (karena mereka ringan dan sangat tenang,
memungkinkan staf menunggu untuk cepat bersih remah-remah dari lantai tanpa mengganggu pengunjung lain. Sebuah penyapu karpet biasanya terdiri
dari sebuah kotak kecil. Basis kotak memiliki rol dan kuas, dihubungkan oleh sabuk atau roda gigi. Ada juga wadah untuk kotoran. pengaturan ini
sehingga ketika mendorong sepanjang lantai rol berbalik dan memaksa kuas untuk memutar. sikat menyapu kotoran dan debu dari lantai dan deposito
partikel ke dalam wadah.

Carpet sweepers would frequently have a height adjustment that enabled them to work on
different lengths of carpet, or carpetless floors. The sweeper would usually have a long
handle so that it could be pushed without bending over.
penyapu karpet akan sering memiliki tinggi penyesuaian yang memungkinkan mereka untuk bekerja pada panjang yang berbeda dari karpet, atau lantai
carpetless. penyapu biasanya akan memiliki pegangan yang panjang sehingga bisa didorong tanpa membungkuk.

2.6.8 Spray Bottle

A Spray Bottle is a bottle that can squirt, spray or mist

fluids. A common use for spray bottles is dispensing
cleaners and chemical formulation through a fine
nozzle for cleaning.
2.6.8 Semprot Botol
A Bottle Spray adalah botol yang dapat menyemprotkan, semburan atau cairan kabut.
Yang umum digunakan untuk botol spray pengeluaran pembersih dan formulasi kimia
melalui nozzle baik untuk membersihkan.

42
2.7 MECHANICAL CLEANING EQUIPMENTS

2.7.1 Vacuum Cleaners

A vacuum cleaner uses an air pump to create a

partial vacuum to suck up dust and dirt, usually from
floors. Most hotels with carpeted floors possess a
vacuum cleaner for cleaning. The dirt is collected by
a filtering system or a cyclone for later disposal.
Vacuum cleaners come in variety of models owing
to their usage:
Sebuah vacuum cleaner menggunakan pompa udara untuk menciptakan vakum parsial
untuk menyedot debu dan kotoran, biasanya dari lantai. Sebagian besar hotel dengan
lantai berkarpet memiliki vacuum cleaner untuk membersihkan. kotoran dikumpulkan
oleh sistem penyaringan atau siklon untuk pembuangan selanjutnya. Vacuum cleaner
datang dalam berbagai model karena penggunaannya:

1. Upright vacuum cleaners take the form of a cleaning head, onto which a handle and
bag are attached. Upright designs usually employ a rotating brush-roll, which removes
dirt through a combination of sweeping and vibration. There are two types of upright
vacuums; dirty-fan / direct air, or clean-fan / indirect air.
pembersih vakum berbentuk Tegak untuk pembersihan, dengan pegangan dan tas sebagai tambahan. dengan desain tegak biasanya
memudahkan pekerja untuk berputar dengan sikat-roll nya, yang bisa mengambil kotoran melalui kombinasi menyapu dan getaran. Ada dua
jenis Vacuums tegak; dirty-fan / direct air, or clean-fan / indirect air.

2. Canister (or cylinder) designs have the motor and bag in a separate canister unit
(usually mounted on wheels) connected to the vacuum head by a flexible hose.
Although upright units have been shown to be more effective (mainly because of the
beaters), the lighter, more maneuverable heads of canister models are popular. Some
upmarket canister models have "power heads", which contain the same sort of
mechanical beaters as in upright units, such beaters are driven by a separate electric
motor
2. Canister (atau silinder) didesain memiliki motor dan tas di unit tabung terpisah (biasanya dipasang pada roda) yang terhubung ke kepala vakum
dengan selang fleksibel. Meskipun unit tegak telah terbukti lebih efektif (terutama karena pengocok), lebih ringan, kepala lebih bermanuver model
tabung yang populer. Beberapa model tabung kelas atas memiliki "kekuatan kepala", yang mengandung jenis yang sama kocokan mekanis seperti pada
unit tegak, kocokan tersebut digerakkan oleh motor listrik yang terpisah.

3. Wet vacs or wet / dry vacuums - a specialized form of the

canister vacuum - can be used to clean up wet or liquid spills. They commonly can
accommodate both wet and dry soilage. Some are also equipped with a switch or
exhaust port for reversing the airflow, a useful function for everything from clearing a
clogged hose to blowing dust into a corner for easy collection.
3. vacs Basah atau Vacuums basah dan kering - bentuk khusus dari tabung vakum - dapat digunakan untuk membersihkan tumpahan basah atau cair.
Mereka umumnya dapat mengakomodasi kotoran baik basah dan kering. Beberapa juga dilengkapi dengan switch atau exhaust port untuk membalikkan
aliran udara, fungsi yang berguna untuk segala sesuatu dari kliring selang tersumbat untuk meniup debu ke sudut untuk memudahkan.

4. Back-pack vacs are commonly used for commercial cleaning:

They allow the user to move rapidly about a large area. They are essentially canister
vacuum cleaners, except that straps are used to carry the canister unit on the user's back.
4. Back-pack vacs yang biasa digunakan untuk membersihkan area komersial:
Mereka memungkinkan pengguna untuk bergerak cepat tentang area yang luas. Mereka pada dasarnya pembersih vakum tabung, kecuali bahwa tali
yang digunakan untuk membawa unit tabung di punggung pengguna.

5. Built-in or central vacuum cleaners move the suction motor and bag to a central location in
the building and provide vacuum inlets at strategic places throughout the building: only the
hose and pickup head need be carried from room to room. Plastic piping connects the
vacuum outlets to the central unit. The vacuum head may either be unpowered or have
43
beaters operated by an electric motor or air-driven motor. The dirt bag in a central vacuum
system is usually so large that emptying or changing needs to be done less often. Since this
central unit is usually located outside the living area, no dust is recirculated back into the
room being cleaned. In addition, because of the remote location of the motor unit, there is
less noise in the room being cleaned than with a standard vacuum cleaner.
5. Built-in atau pembersih vakum sentral menggerakkan motor hisap dan tas untuk lokasi sentral di gedung dan memberikan inlet vakum di tempat-
tempat strategis di seluruh gedung: hanya selang dan pickup kepala perlu dilakukan dari kamar ke kamar. pipa plastik menghubungkan outlet vakum
untuk unit pusat. Kepala vakum mungkin baik unpowered atau memiliki kocokan dioperasikan oleh motor listrik atau motor udara-driven. Tas kotoran
dalam sistem vakum pusat biasanya begitu besar sehingga pengosongan atau mengubah perlu dilakukan. Sejak unit pusat ini biasanya terletak di luar
ruang tamu, tidak ada debu diresirkulasi kembali ke dalam ruangan sedang dibersihkan. Selain itu, karena lokasi yang jauh dari unit motor, ada sedikit
suara di dalam ruangan yang sedang dibersihkan dari vacuum cleaner standar.

6. Robotic vacuum cleaners move autonomously, usually in a mostly chaotic pattern

('random bounce'). Some come back to a docking station to charge their batteries, and a few
are able to empty their dust containers into the dock as well.
6. pembersih vakum Robotic bergerak secara mandiri, biasanya dalam pola sebagian besar kacau ( 'bouncing acak'). Beberapa kembali ke stasiun untuk
mengisi baterai mereka, dan beberapa mampu mengosongkan kontainer debu mereka ke dermaga juga.

7. Small hand-held vacuum cleaners, either battery-operated or mains powered, are also
popular for cleaning up smaller spills.
7. pembersih vakum genggam Kecil, baik yang dioperasikan dengan baterai atau listrik bertenaga, juga populer untuk membersihkan tumpahan kecil.

8. Drum vacuums are used in industrial applications. With such a configuration, a vacuum
"head" sits atop of an industrial drum, using it as the waste or recovery container. Electric
and Compressed Air powered models are common. Compressed air vacuums utilize the
venturi effect. Most vacuum cleaners are supplied with various specialized attachments,
tools, brushes and extension wands to allow them to reach otherwise inaccessible places or to
be used for cleaning a variety of surfaces.
8. Vacuums Drum digunakan dalam aplikasi industri. Dengan konfigurasi seperti itu, vakum "kepala" duduk di atas dari drum industri,
menggunakannya sebagai limbah atau pemulihan kontainer. Listrik dan Compressed Air model bertenaga yang umum. Vacuums udara terkompresi
memanfaatkan efek venturi. Kebanyakan pembersih vakum disediakan dengan berbagai lampiran khusus, alat-alat, kuas dan tongkat ekstensi untuk
memungkinkan mereka untuk mencapai tempat-tempat tidak terjangkau atau digunakan untuk membersihkan berbagai permukaan.

2.7.2 Scrubbing / Polishing Machines

Scrubbing/ Polishing Machines consist of one large or

several small brushes which revolve and scrub the floor
while water and detergent are released from a tank attached
to a machine. With suitable brushes this versatile machine
can be used for shampooing carpets, polishing, spray buffing,
spray cleaning or polishing floors.
Mesin 2.7.2 Scrubbing / Polishing
Scrubbing / Poles Mesin terdiri dari satu sikat besar atau beberapa sikat berukuran kecil yang
berputar dan menggosok lantai sementara air dan deterjen dilepaskan dari tangki yang melekat pada
mesin. Dengan sikat yang cocok dengan mesin serbaguna ini dapat digunakan untuk keramas
karpet, polishing, semprot dengan cara buffing, semprot dengan cara spray atau polishing lantai.

44
 2.7.3 Hot Water Extraction

Hot water extraction also known "steam cleaning" is the method of deep rinse cleaning of the
entire carpet. But actual live steam (vapour created at boiling point of water) is not employed
in the cleaning process. Hot water extraction is a deep cleaning process that removes
embedded soils that have been carried or blown over the carpet. A hot water extraction
machine, whether portable or truck mounted, has a pump which dispenses water, under
pressure, through spray nozzles into the carpet and a high powered vacuum system that sucks
the dirty water into a holding tank within the extraction machine. This system includes a
three step process:
Penghisapan air panas juga dikenal "pembersihan dengan cara uap panas" adalah metode pembersihan bilas secara mendalam dari seluruh karpet. Tapi
sebenarnya uap panas (uap dibuat pada titik air mendidih) tidak digunakan dalam proses pembersihan. ekstraksi air panas adalah proses pembersihan
yang menghilangkan tanah yang tertanam yang telah dilakukan atau kelebihan yang ada di karpet. Sebuah mesin ekstraksi air panas, apakah portabel
atau truk dipasang, memiliki pompa yang membagi-bagikan air, di bawah tekanan, melalui nozel semprot ke karpet dan sistem vakum bertenaga tinggi
yang menghisap air kotor kedalam holding tank dalam mesin ekstraksi. Sistem ini mencakup tiga langkah proses:

1. Pre-spray carpeted area with a detergent that is not too strong (or too alkaline). They
may damage the carpet.
pembasahan daerah berkarpet dengan deterjen yang tidak terlalu kuat (atau terlalu basa). Mereka dapat merusak karpet.

2. Agitate with a power scrubber which utilizes a rotary brush to loosen soils. This will
not only loosen soils but help cleaning agents penetrate into carpet fibers to deep clean
the entire carpet fiber.
menggerakkan dengan kekuatan menikat dengan memanfaatkan sikat yang berputar untuk menghilangkan tanah. Hal ini tidak hanya akan
menghilangkan tanah tetapi membantu membersihkan bahan pembersih menembus ke dalam karpet untuk membersihkan seluruh serat
karpet yang paling dalam.

3. A complete rinse with softened hot water is used. The clean, softened, hot water is
sprayed onto the carpet fibers through spray nozzles. The spray rinses all added
chemicals, cleaners, and dirt into an attached high powered vacuum shoe that sucks
the dirty solution back into a holding tank on the extraction unit. The removed soil is
held in the tank until it may be disposed of later in a sanitary drain, toilet, or proper
waste facility. Solutions should not be dumped onto the ground outside, in storm
sewers, or in the streets.
Membilas secara lengkap dengan menggunakan air panas dalam penggunaan. Bersih, lembut, air panas disemprotkan ke serat karpet
melalui nozel semprot. semprot bilasan semua ditambahkan bahan kimia, bahan pembersih, dan kotoran ke dalam alat vakum bertenaga
tinggi yang melekat yang menyebakan bercampurnya air kotor kembali ke tangki penampungan pada unit ekstraksi. Membuang kotoran
yang berada di tangki hinnga dapat dibuang di lobang pembuangan air kotor , toilet, atau fasilitas limbah yang tepat . campuran air koto
tsb tidak harus dibuang ke tanah di luar, di selokan , atau di jalan-jalan.

2.8 SELECTION OF EQUIPMENTS

As equipments are expensive, their selection is of utmost importance. The correct choice and
quality of equipment could save costs due to break-downs, reduce fatigue and thereby

45
demands on labor as also ensure efficiency in overall operations. In determining the purchase
of equipments, the following need to be kept in mind.
1. Quality of equipments by usage history in other organizations.
2. Reliability of supplier to meet time deadlines.
3. Transportation on time to replenish stocks/ replacements.
4. Equipments should be light, well balanced and easy to manipulate.
5. Availability of future stocks.
6. Sturdiness in terms of usage.
7. Cost factors.
2.8 PEMILIHAN ALAT
Sebagai peralatan yang mahal, pilihan mereka sangat penting. Pilihan yang tepat dan kualitas peralatan bisa menghemat biaya karena hitungan biaya,
mengurangi kelelahan dan dengan demikian menuntut tenaga kerja memastikan efisiensi dalam operasi keseluruhan. Dalam menentukan pembelian
peralatan, kebutuhan berikut untuk diingat.
1. Kualitas peralatan dengan sejarah penggunaan di organisasi lain.
2. Keandalan dari pemasok untuk memenuhi tenggat waktu .
3. Transportasi tepat waktu untuk mengisi stock / penggantian.
4. Peralatan harus ringan, seimbang dan mudah untuk menggerakkan.
5. Ketersediaan stock di masa depan.
6. kekokohan dalam hal penggunaan.
7. Faktor biaya.

2.9 RULES FOR STORAGE OF EQUIPMENTS

1. The store should be dry and well ventilated as dampness causes rust of metal parts or
mildew leading to deterioration of equipments.
1. Gudang harus kering dan berventilasi baik guna menghindari karat dari bagian logam atau jamur yang menyebabkan kerusakan peralatan.
2. The store should provide enough space for easy access to shelves and to facilitate proper
cleaning.
2. gudang harus memberikan ruang yang cukup untuk memudahkan akses ke rak dan memfasilitasi pembersihan yang tepat.
3. There should be adequate racks and cupboards properly labeled for easy identification.
3. Harus ada rak yang memadai dan lemari diberi label untuk memudahkan identifikasi.
4. Stock records should be maintained showing:
Date of purchase
Kind of stock and quantity
Name of supplier
Cost per unit
Date of issue into service
Remarks on suitability and durability
4. catatan Stock harus dipelihara yang menunjukkan:
• tanggal pembelian
• jenis stok baran dan jumlah kuantitas
• Nama pemasok
• biaya per unit
• tanggal pengeluaran ke pelayanan
• keterangan pada kesesuaian dan daya tahan
5. Certain rules must be maintained for the issue of stocks:
A definite time should be specified for issue
Issue should be done strictly against worn out equipment.
Equipment should be clearly marked as to the floor or public area.
5. aturan tertentu harus dipertahankan untuk masalah stok:
• waktu tertentu harus ditentukan untuk masalah pengeluaran
• pengeluaran harus dilakukan secara ketat terhadap peralatan yang sudah usang.
• Equipment harus jelas ditandai sebagai ke lantai atau area publik.
Storage rooms should be subject to regular inspection.
kamar penyimpanan harus tunduk pada pemeriksaan rutin.

Expensive equipments like vacuum cleaners should be covered with polythene

sheets and kept air-tight.
peralatan mahal seperti pembersih vakum harus ditutup dengan lembaran plastik dan disimpan kedap udara

46
CHECK YOUR PROGRESS
1. What are the types of commonly used cleaning agents? Name them.
2. What are the two types of cleaning equipments?
3. What are the types of brushes in use for cleaning?
4. Write a short account on various types of brushes in use for cleaning.
5. What are the three important expectations of guests in a hotel?

2.10 LET US SUM UP

Cleaning Agents are substances, usually in liquid form, that are used to remove dirt,
including dust, stains, bad smells and clutter in solid surfaces. Purposes of using cleaning
agents include health, beauty, elimination of offensive odor, and to avoid the spreading of
dirt and contaminants to oneself and others. Some cleaning agents can kill bacteria and clean
at the same time.
Bahan pembersih adalah zat, biasanya dalam bentuk cair, yang digunakan untuk menghilangkan kotoran, termasuk debu, noda, bau busuk dan
kerusakan di permukaan padat. Tujuan menggunakan bahan pembersih termasuk kesehatan, kecantikan, penghapusan bau ofensif, dan untuk
menghindari penyebaran kotoran dan kontaminan untuk diri sendiri dan orang lain. Beberapa bahan pembersih dapat membunuh bakteri dan bersih
pada saat yang sama.
Various types of cleaning agents are used for cleaning the guest rooms, bathroom,
toilets and other public areas. The different types of cleaning agents are: solvent, d etergents
and soaps, abrasive (fine abrasive, medium abrasive and hard abrasive), liquid cleaning
agents, washing soda, soda-bars, powders and flakes, window cleansers, acids and alkali,
absorbents, paraffin oil, polishes, disinfectants, antiseptics and deodorants. To keep the hotel
clean and hygienic various equipments are used.
Berbagai jenis bahan pembersih yang digunakan untuk membersihkan kamar tamu, kamar mandi, toilet dan tempat umum lainnya. Berbagai
jenis bahan pembersih adalah: pelarut, d etergents dan sabun, abrasif (baik abrasif, menengah abrasif dan keras kasar), bahan pembersih cair, mencuci
soda, soda-bar, bubuk dan serpih, pembersih jendela, asam dan alkali, penyerap , minyak parafin, poles, desinfektan, antiseptik dan deodoran. Untuk
menjaga hotel bersih dan higienis berbagai peralatan yang digunakan.
Pilihan yang tepat dan kualitas peralatan bisa menghemat biaya, mengurangi kelelahan dan memastikan efisiensi dalam operasi keseluruhan.
penyimpanan yang tepat dari peralatan membantu meningkatkan kehidupan peralatan.
There are mainly two types of cleaning equipments, viz. manual cleaning equipments and
mechanical cleaning equipments.Manual cleaning equipments include brushes, (hard brush,
soft brush, and scrubbing brush), mops (dry mop, dust mop, wet mop, moist mop, yarn mop,
mop for pre-moistening, pre-moistening mop, hot mop), broom, melamine foam, squeegees,
cloths (floor cloths,wipes and swabs, chamois leather, scrim, rags / disposable cloths, dust
sheets, drugget, hearth and bucket cloths), carpet sweeper, spray bottle, etc. Mechanical
cleaning equipments include vacuum cleaners, scrubbing / polishing machines, hot water
extraction, etc. Ada terutama dua jenis membersihkan peralatan, yaitu. pengguna membersihkan peralatan dan peralatan pembersih
membersihkan equipments.Manual mekanik termasuk sikat, (sikat keras, sikat halus, dan sikat), pel (mop kering, pel debu, lap basah, pel basah, benang
pel, pel untuk pre-melembabkan, pra -moistening pel, pel panas), sapu, busa melamin, penyapu, kain (lantai kain, tisu dan kapas, kulit chamois,
samaran, kain / kain sekali pakai, lembar debu, drugget, perapian dan ember kain), penyapu karpet, botol semprot , dll Teknik peralatan pembersih
termasuk pembersih vakum, menggosok / mesin polishing, ekstraksi air panas, dll
The correct choice and quality of equipment could save costs, reduce fatigue and
ensure efficiency in overall operations. Proper storage of equipments help increasing the life
of the equipments.
Pilihan yang tepat dan kualitas peralatan bisa menghemat biaya, mengurangi kelelahan dan memastikan efisiensi dalam operasi keseluruhan.
penyimpanan yang tepat dari peralatan membantu meningkatkan kehidupan peralatan.

2.11 LESSON END ACTIVITY

1. Visit a departmental store nearby and study the various items of cleaning equipments
available and their use.
2. Visit the nearby hotels and study their array of cleaning equipment available and how they
are used.
1. Kunjungi toko di dekatnya dan mempelajari berbagai item membersihkan peralatan yang tersedia dan penggunaannya.
2. Kunjungi hotel di dekatnya dan mempelajari mereka membersihkan peralatan yang tersedia dan bagaimana mereka digunakan.

47
2.12 KEY WORDS

Solvent: Liquid that dissolves a solute resulting in a solution Liquid pelarut yang melarutkan zat terlarut
menghasilkan larutan
Abrasive: Grit material from materials such as quartz or sand or pumice. Abrasives may
be fine, medium or hard. bahan Grit abrasif dari bahan seperti kuarsa atau pasir atau batu apung. Abrasive
mungkin baik-baik saja, sedang atau keras.
Absorbents: Materials that absorb stain or grease. Eg. starch, French chalk powder, gram
flour, etc. Absorben Bahan yang menyerap noda atau lemak. Misalnya. pati, Prancis kapur bubuk, tepung gram, dll
Melamine: Foam like materials made of formaldehyde -melamine and sodium bisulphate
co-polymer, used as a cleaning agents. Melamin Foam seperti bahan yang terbuat dari formaldehida -
melamine dan natrium bisulphate co-polimer, digunakan sebagai bahan pembersih.

Squeezes: Cleaning tool made of flat, smooth and thick rubber blade. Penghapus adalah alat
Pembersihan terbuat dari besi datar, halus dan tebal diberi pisau karet.

2.13 QUESTIONS FOR DISCUSSION

1. Prepare a report recommending types of equipments and cleaning agents to be bought for
the hotel you are working with.
Siapkan laporan untuk merekomendasikan jenis peralatan dan bahan pembersih yang akan dibeli untuk hotel Anda bekerja .
2. What are cleaning agents? Explain any five in detail.
Apakah bahan pembersih? Jelaskan lima secara rinci.
3. Enumerate the selection procedure for cleaning agents.
Dengan hitungan . jelaskan prosedur dalam seleksi bahan pembersih.
4. Explain in detail about the cleaning equipments.
Jelaskan secara rinci tentang peralatan pembersih.
5. G i v e a brief description about the mechanical cleaning equipments.
Beri penjelasan singkat tentang peralatan pembersihan mekanis.
6. What are the points that need to be kept in mind while selecting cleaning equipments?
Apa saja poin yang perlu diingat saat memilih membersihkan peralatan?
7. List the rules that need to be adopted while storing the cleaning equipments.
Uat ketentuan tentang kebutuhan pada saat menyimpan peralatan pembersih.

CHECK YOUR PROGRESS - ANSWER

1. The different types of cleaning agents used are: solvent, detergents and soaps,
abrasives (fine, medium and hard), liquid cleaning agents, washing soda, soda-bars,
powders and flakes, window cleansers, acids and alkali, absorbents, paraffin oil,
polishes, disinfectants, antiseptics and deodorants.
Berbagai jenis bahan pembersih yang digunakan adalah: pelarut, deterjen dan sabun, abrasive (baik, sedang dan keras), bahan pembersih cair, mencuci
soda, soda-bar, bubuk dan serpih, pembersih jendela, asam dan alkali, penyerap, parafin minyak, poles, desinfektan, antiseptik dan deodoran.

2. The two types of cleaning equipments are:

i) manual cleaning equipments and
ii) mechanical cleaning equipments.
Kedua jenis membersihkan peralatan adalah:
i) pembersihan manual peralatan dan
ii) mekanik peralatan pembersih.

3. There are three types of brushes:

i) Hard brush,
ii) Soft brush and
iii) Scrubbing brush.
3. Ada tiga jenis sikat:
i) sikat keras,
ii) Sikat lembut dan
iii) sikatgosok.

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4. Hard brush:
have bristles that are stiff and well spaced. These are most suitable for removal of litter.
Example: upholstery brush, carpet brush etc.
4. sikat keras: memiliki bulu yang kaku dan baik spasi. Ini adalah yang paling cocok untuk penghapusan sampah. Contoh: sikat jok, sikat karpet dll

Soft brush:
have bristles that are flexible and set close together.They can be used to remove loose soil
and litter. Example: tooth brush, feather brush, shoe brush, coat brush etc.
Sikat lembut: memiliki bulu yang fleksibel dan mengatur dekat together.They dapat digunakan untuk menghilangkan tanah yang gembur dan sampah.
Contoh: sikat gigi, sikat bulu, sikat sepatu, sikat mantel dll

Scrubbing brush:
can be used to remove heavy soiling from small areas or by the use of mechanical
scrubbing machines, if possible. Example: deck scrubber, club-shaped / hockey stick
shaped toilet brush, etc.

5. Cleanliness, safety and security.

5. Kebersihan, keselamatan dan keamanan.

2.14 REFERENCES

1. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional

Housekeeping, Hyperion Books.

2. Martin Robert J (1998), Professional Management of Housekeeping

Operations, John Wiley & Sons New York.

3. Andrews Sudhir (1985), Hotel Housekeeping Training Manual,

Tata Mc Graw-Hill Publishing Co. Ltd.

4. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel

Housekeeping Principles and Practice, Edward Arnold, London.

49
 LESSON 3

CLEANING A GUEST ROOM

CONTENTS

3.0 Aims and Objectives3.0 Maksud dan Tujuan

3.1 Introduction3.1 Pendahuluan
3.2 Daily Cleaning of Occupied Rooms3.2 Pembersihan harian dari Pendudukan Kamar
3.2.1 Procedure for Entering a Guest Room3.2.1 Prosedur untuk Memasuki Kamar Tamu
3.2.2 Procedure for Cleaning a Guest Room3.2.2 Prosedur untuk Membersihkan Kamar Tamu
3.2.3 Procedure for Cleaning Bathroom3.2.3 Prosedur untuk Pembersihan Kamar Mandi
3.2.4 Points to be Considered While Cleaning3.2.4 Poin untuk Dianggap Sementara Membersihkan
3.3 Second Service3.3 Kedua Layanan
3.4 Evening / Turn Down Service3.4 Evening / Turn Down Layanan
3.5 Cleaning a Checked Out Room3.5 Membersihkan Diperiksa Kamar
3.6 Daily Cleaning a Vacant Room3,6 Harian Cleaning Room Kosong
3.7 Dirty Dozen3.7 Dirty Dozen
3.8 Spring Cleaning3,8 Spring Cleaning
3.9 Chamber Maid’s Trolley3,9 Chamber Pembantu ini Trolley
3.10 Let Us Sum Up3.10 Biarkan Kami Sum Up
3.11 Lesson End Activity3.11 Pelajaran Kegiatan Akhir
3.12 Key Words3.12 Kata Kunci
3.13 Questions for Discussion3.13 Pertanyaan untuk Diskusi
3.14 References3.14 Referensi

3.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Cleaning an occupied, checked out and vacant room
Spring cleaning
Chamber Maid’s trolley.
Pada akhir pelajaran ini, siswa harus mampu menunjukkan keterampilan yang sesuai, dan menunjukkan pemahaman tentang berikut:
Cleaning kamar yang masih terisi tamu, kamar yang sudah ditinggal tamu dan kamar kosong
pembersihan kering
trolley untuk staff room maid

3.1 INTRODUCTION
A hotel should create a “Home away from Home” atmosphere. This can only be
achieved by maintaining the cleanliness and hygiene of the guest room. Rooms must be
cleaned and serviced each day. All rooms should present a fresh, pleasing appearance and
provide comfortable conditions for those using them. Daily maintenance removes dirt,
accumulation of which is dangerous for health as it forms breeding ground for germs. Day to
day care encourages high standard of work. It allows the time allocated for special cleaning
to be spent out to full advantage to keep the room’s spic and span. A guest room has to be
cleaned in various circumstances such as cleaning an occupied room, cleaning a checked out
room, and cleaning a vacant room. The housekeeping staffs should have skill, politeness and
patience to handle all such cleaning situations.
Sebuah hotel harus diciptakan sebuah suasana "berbeda/jauh berbeda dengan suasana rumah ". Ini hanya dapat dicapai dengan menjaga kebersihan dan
kebersihan dari ruang tamu. Kamar harus dibersihkan dan dilayani setiap hari. Semua kamar harus menyajikan kesegaran , penampilan yang
menyenangkan dan memberikan kondisi yang nyaman bagi mereka yang menggunakan. perawatan harian menghilangkan kotoran, akumulasi yang
berbahaya bagi kesehatan karena merupakan tempat berkembang biak bagi kuman. Hari ke hari harus didorong dengan standar kerja yang tinggi . Hal
50
ini memungkinkan waktu yang dialokasikan untuk pembersihan khusus yang akan dikeluarkan untuk keuntungan penuh untuk menjaga kamar tetap
bersih dan higyene. Sebuah ruang tamu harus dibersihkan dalam berbagai keadaan seperti membersihkan ruang yang diduduki, membersihkan ruang
sudah ditinggalkan oleh , dan membersihkan ruang kosong. Staf Housekeeping harus memiliki keterampilan, kesopanan dan kesabaran untuk
menangani semua situasi pembersihan tersebut.

3.2 DAILY CLEANING OF OCCUPIED ROOMS

Care has to be taken while cleaning an occupied room. Because all guests are not the
same. Most of the guest would expect certain discipline from the housekeeping staffs. And,
therefore, the housekeeping staffs are trained to handle the guests as well the guest rooms
properly.
Perawatan harus dilaksanakan ketika membersihkan ruang yang terisi. Karena semua tamu tidak sama. Sebagian besar tamu harapkan disiplin tertentu
dari staf Housekeeping . Dan, karena itu, para staf Housekeeping yang terlatih untuk menangani tamu juga ruang tamu dengan baik.

3.2.1 Procedure for Entering a Guest Room

1) Before starting the cleaning, the room attendant should see the status of all the rooms from
the lot of rooms allocated to him. 1) Sebelum memulai pembersihan, petugas harus melihat status semua kamar dari semua kamar
yang dialokasikan kepadanya.

2) The room attendant can prioritize rooms to be attended to first on the basis of immediate
needs; 'clean my rooms', and finally other occupied rooms. 2) Petugas dapat memprioritaskan kamar pertama yang
harus dibersihkan atas dasar kebutuhan mendesak; 'bersihkan kamar saya', dan yang terakhir adalah kamar yang terisi.

3) For occupied rooms, look whether the room has a 'do not disturb' card on the door knob. If
it does, then go to the room which does not. 3) Untuk kamar yang terisi, terlihat apakah ruangan memiliki kartu yag
bertuliskan 'tidak boleh diganggu' pada kenop pintu. Jika ada, lanjutkan ke kamar yang tidak ada kode tsb.

4) Knock at the door firmly with the index finger knuckle announcing clearly 'housekeeping'.
When there is no answer, repeat the knock after 10 seconds announcing you as before. 4) Ketukan
ketuk pintu secara tegas dengan buku jari telunjuk mengumumkan dengan jelas 'housekeeping'. Ketika tidak ada jawaban, ulangi ketukan setelah 10
detik seperti Anda seperti sebelumnya.

5) If there is still no answer; open the door with the floor master key. Push the door again;
knock announcing inside the room 'housekeeping'. 5) Jika tidak ada jawaban; membuka pintu dengan memakai kunci.
Mendorong pintu lagi; mengetuk sekaligus mengumumkan dalam ruang 'housekeeping'.

6) When there is no reply and one is relatively sure that there is no one in, open the door
wide and keep it that way till the entire cleaning cycle in the room is completed. 6) Ketika tidak ada
balasan dan yakin bahwa tidak ada seorang pun , membuka pintu lebar dan tetap standard pembersihan sampai seluruh siklus pembersihan di ruang
selesai.

3.2.2 Procedure for Cleaning a Guest Room3.2.2 Prosedur untuk Membersihkan Kamar Tamu
1) Switch off the room air-conditioner or heating. Draw all curtains and open the windows
for airing the room. 1) Matikan ruang AC atau pemanas. Menarik semua tirai dan membuka jendela untuk ditayangkan ruangan.
2) Remove soiled linen from beds and bath. Shake out the linen to ensure that no guest
articles are lost in the folds of the linen. Put the soiled linen in the linen hamper/ laundry bag
provided on the chamber maid's trolley. 2) ambil linen kotor dari tempat tidur dan kamar mandi. tebarkan keluar linen untuk
memastikan bahwa tidak ada artikel tamu hilang dalam lipatan kain. Letakkan kain kotor di dalam tas kain binatu yang sudah disediakan di troli .

3) Check for maintenance requirements and report the same to the control desk and enter in
the room check list. 3) Periksa permintaan perawatan dan melaporkan hal yang sama ke meja kontrol dan masukkan dalam daftar cek
kamar.

4) Contact room service to remove used "trays and glasses”. 4) Kontak room service untuk mengambil"nampan
dan gelas".

5) Turn the mattress side-to-side on succeeding days followed by end-to-end turning. Smooth
out the mattress and air it. 5) Putar kasur dari sisi ke sisi sesuai dengan hari yang harus diikuti oleh ketentuan yang ada. Agar kasur bisa
bergerak lembut dan demi Kelancaran keluar masuk udara itu.

51
6) If vacuum cleaning is not available, brush the carpet first to enable the dust to settle while
doing the next task. 6) Jika pembersih vakum tidak tersedia, sikat karpet pertama yang memungkinkan debu untuk menetap saat melakukan
tugas berikutnya.

7) Empty all ashtrays and waste paper baskets. 7) Kosongkan semua asbak dan keranjang sampah kertas.
8) Pick up guest clothes and hang in the closet or place in the wardrobe. 8) Ambil pakaian tamu dan
menggantung di lemari atau tempat di lemari.

9) Clean the bathroom and replenish all the required supplies. 9) Bersihkan kamar mandi dan mengisi semua
persediaan yang dibutuhkan.

10) Collect all loose articles and magazines and other guest papers and stack them neatly on
the writing table. 10) Kumpulkan semua artikel longgar dan majalah dan koran tamu lainnya dan menumpuk mereka rapi di meja menulis.
11) Clean all surfaces in single circular motions with a dry cloth. Use a hand dust pan to
collect any unwanted matter on the surfaces without lifting dust in the air. Ensure that all
surfaces are spotlessly clean. Pay special attention to nooks and corners especially those
points that may not obviously be visible to the guest eye. 11) Bersihkan semua permukaan dalam gerakan melingkar
tunggal dengan kain kering. Gunakan panci debu tangan untuk mengumpulkan materi yang tidak diinginkan pada permukaan tanpa mengangkat debu
di udara. Pastikan bahwa semua permukaan yang bersih. Perhatian khusus untuk celah dan sudut terutama titik-titik yang mungkin tidak jelas terlihat
dengan mata tamu.

12) Use a stiff upholstery brush or vacuum cleaner on upholstered furniture arms, back and
seats.
12) Gunakan sikat jok kaku atau vacuum cleaner di lengan furnitur berlapis, kembali dan kursi.

13) Replace, if necessary, stationery as prescribed by the management. The number of

items must exactly be as per standard.
14) Dust and replace each item on the dresser, bureaus and desks. Special attention
must be given to the display of publicity material as prescribed by the
management.
15) Clean lamp shades with a clean dry duster. Lift lamps and clean under the base.
Replace lamp if damaged and adjust the shade.
16) Disinfect the telephone in the room and the bathroom with Dettol. Wipe balance
of the telephone with a damp cloth. Then check phone for the dial tone.
17) Clean mirrors with a dry cloth first and then with a damp newspaper to make it
sparkling.
18) Dust closet, shelves, hangers and rods. Brush the closet floor. Supply new laundry
bags and replace the missing hangers. Replace drawers / shelves with paper liners,
if required.
19) Dust both the sides of the room doors, head board, window sills, inside and
outside of the window rails, top of the radiators and air-conditioning units.
20) Close the windows.
21) If vacuum cleaner is available then vacuuming of carpet should be done at this
stage, instead of brushing the carpet as mentioned earlier.
22) Arrange furniture properly, if necessary.
23) Switch on the air-conditioning or heating on the minimum temperature for a
departure room or at the same temperature the guest has left for an occupied
room.
24) Have a last look at the room referring to the check list for completion of work and
exit the room closing the door behind.
13) Ganti, jika perlu, alat tulis seperti yang ditentukan oleh manajemen. Jumlah item harus benar-benar menjadi sesuai standar.
14) Debu dan mengganti setiap item di lemari, biro dan meja. Perhatian khusus harus diberikan kepada tampilan bahan publikasi seperti yang
ditentukan oleh manajemen.

52
15) kap lampu Bersih dengan kain lap kering yang bersih. lampu Angkat dan bersih di bawah dasar. Mengganti lampu jika rusak dan menyesuaikan
tempat teduh.
16) Hama telepon di kamar dan kamar mandi dengan Dettol. Lap keseimbangan telepon dengan kain lembab. Kemudian periksa telepon untuk nada
panggil.
17) cermin bersih dengan kain kering pertama dan kemudian dengan koran basah untuk membuatnya berkilau.
18) Debu lemari, rak, gantungan dan batang. Sikat lantai lemari. Menyediakan tas laundry baru dan mengganti gantungan hilang. Ganti laci / rak
dengan kertas liners, jika diperlukan.
19) Debu kedua sisi pintu kamar, kepala Dewan, kusen jendela, di dalam dan di luar rel jendela, atas radiator dan unit AC.
20) Tutup jendela.
21) Jika vacuum cleaner yang tersedia maka debu dari karpet harus dilakukan pada tahap ini, bukannya menyikat karpet seperti yang disebutkan
sebelumnya.
22) Mengatur furnitur dengan benar, jika perlu.
23) Beralih pada AC atau pemanas pada suhu minimum untuk ruang keberangkatan atau pada suhu yang sama tamu telah meninggalkan untuk ruang
diduduki.
24) Silahkan lihat terakhir di ruang mengacu pada daftar cek untuk penyelesaian pekerjaan dan keluar ruangan menutup pintu belakang.

3.2.3 Procedure for Cleaning Bathroom

1) Cleaning activity starts from the ceiling downwards to the floor. Floors are
cleaned from the wall farthest to the door to the exit.
2) Open all windows and exhaust vents.
3) Shake out all soiled bathroom linen, e.g. towels, bathmat, etc and deposit in the
linen hamper / laundry bag provided on the chamber maid's trolley.
4) Collect the trash from all the ashtrays, sanitary bins, and waste paper basket and
deposit it into the garbage bag provided on the chamber maid's trolley.
5) Clean the ceiling and air-conditioning vents for cobwebs
6) Wipe off light bulbs and shades with a dry cloth.
7) Wash the bathtub and surrounding tiles and wipe dry. Wipe the shower curtain
from both sides with a wet sponge and ensure that all are free from any water
marks.
8) Clean the mirror, (with a dry cloth then wipe using a wet folded newspaper and
then again with a dry cloth).
9) Scrub dry the areas surrounding the wash basin and the counter.
10) Scrub the toilet bowl and bidet using the special brush /Johnny mop. Ensure that
it is dry and spotless inside. Clean the seat, lid and the outside of the toilet bowl
and put a disinfectant solution inside.
.2.3 Prosedur untuk Pembersihan Kamar Mandi
1) aktivitas Pembersihan dimulai dari langit-langit ke bawah ke lantai. Lantai dibersihkan dari terjauh dinding ke pintu ke pintu keluar.
2) Buka semua jendela dan ventilasi exhaust.
3) Kocok semua kamar mandi linen kotor, misalnya handuk, bathmat, dll dan deposito di / tas kain binatu menghambat disediakan di troli ruang
pembantu.
4) Mengumpulkan sampah dari semua asbak, sampah sanitasi, dan keranjang sampah kertas dan menyimpannya ke dalam kantong sampah yang
disediakan di troli ruang pembantu.
5) Bersihkan langit-langit dan AC ventilasi untuk jaring laba-laba
6) Bersihkan lampu dan nuansa dengan kain kering.
7) Cuci bak mandi dan ubin sekitarnya dan lap kering. Lap tirai mandi dari kedua belah pihak dengan spons basah dan memastikan bahwa semua bebas
dari segala tanda air.
8) Bersihkan cermin, (dengan lap kering kemudian bersihkan dengan menggunakan koran yang terlipat basah dan kemudian lagi dengan kain kering).
9) Scrub mengeringkan daerah sekitar mencuci baskom dan meja.
10) Gosok mangkuk toilet dan bidet menggunakan sikat khusus / Johnny mop. Pastikan bahwa itu adalah kering dan bersih di dalam. Bersihkan kursi,
tutup dan bagian luar mangkuk toilet dan meletakkan larutan disinfektan dalam.

3.2.4 Points to be Considered While Cleaning

1) The room attendant must follow the method of work that will cause least disturbance to
the guest occupying that room.
2) Must plan his work so that systematic method is followed.
3) Should work at a good speed.
4) Should work efficiently and clean more areas at a time.
3.2.4 Poin untuk Dianggap Sementara Membersihkan
1) Petugas ruangan harus mengikuti metode kerja yang akan menyebabkan gangguan setidaknya untuk tamu menempati ruangan itu.
2) Harus berencana karyanya sehingga metode yang sistematis diikuti.
3) Harus bekerja pada kecepatan yang baik.
4) Harus bekerja secara efisien dan membersihkan daerah yang lebih pada suatu waktu.

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3.3 SECOND SERVICE
Second service is normally carried out in an occupied room at any time in a day if the guest
requests to clean the room again. Only light cleaning is done in such cases. Sometimes, guest
has a meeting or a get together functions etc. in the room and he wants his room to be
cleaned after the so-called function is over. The second service method is as follows:
1) Remove empty bottles and other room service equipment from the room.
2) Pick rubbish from the floor.
3) Arrange the furniture as required.
4) Dust the room where ever necessary.
5) Check the bathroom floor, make it dry, if needed. Flush the toilet bowl and dry
the area around the sink.
6) Use air freshener, if required.
7) Replace toilet soap, paper & linen, if necessary.
8) Replenish room stationary, if necessary.
9) Replace water tumblers and refill the water flask with fresh water, if necessary.
.3 LAYANAN KEDUA
Layanan kedua biasanya dilakukan di ruang yang diduduki pada setiap saat dalam sehari jika permintaan tamu untuk membersihkan kamar lagi. Hanya
pembersihan cahaya dilakukan dalam kasus tersebut. Kadang-kadang, tamu memiliki rapat atau mendapatkan bersama-sama fungsi dll di ruang dan ia
ingin kamarnya harus dibersihkan setelah disebut fungsi lebih. Metode layanan kedua adalah sebagai berikut:
1) Hapus botol kosong dan peralatan layanan kamar lainnya dari ruangan.
2) Pilih sampah dari lantai.
3) Mengatur furnitur seperti yang diperlukan.
4) Debu ruangan di mana pun diperlukan.
5) Periksa lantai kamar mandi, membuatnya kering, jika diperlukan. Menyiram toilet dan mengeringkan daerah sekitar wastafel.
6) Gunakan penyegar udara, jika diperlukan.
7) Ganti sabun toilet, kertas & linen, jika perlu.
8) Mengisi ruang stasioner, jika diperlukan.
9) Ganti gelas air dan mengisi botol air dengan air segar, jika perlu.

3.4 EVENING / TURN DOWN SERVICE

In hotels, normally the bulk of room cleaning should have been done in the morning
shift. The exception would be rooms 'with the 'do not disturb' sign. Some rooms are occupied
by late night / early morning arrivals by international flights. All rooms therefore require an
evening service which mostly, involves preparing the room for the guest to sleep comfortable
for the night and it should be done prior to the guest retiring for the night. In this service, the
bed is made for night, the room is cleared and soiled bath linen is replaced. Night service is
carried out in the following way:
3.4 MALAM / mengecilkan layanan
Di hotel, biasanya sebagian besar membersihkan kamar seharusnya sudah dilakukan di shift pagi hari. Pengecualian akan kamar 'dengan' tanda tidak
mengganggu '. Beberapa kamar ditempati oleh larut malam / kedatangan pagi oleh penerbangan internasional. Oleh karena itu semua kamar
memerlukan layanan malam yang sebagian besar, melibatkan mempersiapkan ruangan untuk tamu tidur nyaman untuk malam dan itu harus dilakukan
sebelum tamu pensiun untuk malam. Dalam layanan ini, tempat tidur dibuat untuk malam, ruang dibersihkan dan kotor mandi linen diganti. Layanan
malam dilakukan dengan cara sebagai berikut:

1) Knock at the door and enter the room as per the procedure mentioned earlier.
2) Switch on the lights and ensure that all the light fixtures are working.
3) Draw the heavy curtains.
4) Hang guest clothes if lying around.
5) Take off the bedcover, fold neatly and store in the wardrobe, either in the topmost shelf for
in the lowermost shelf
6) Fold one corner of the blanket to enable the guest to slide in to the bed.
7) Place the breakfast knob order card along with a chocolate / cookies / sweet as prescribed
by the management on the pillow.
8) Remove soiled glasses and bottles if any. Replenish fresh glasses and fill in the water flask
with drinking water.
9) Empty and clean ashtrays and waste paper baskets.
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10) Replace soiled linen - bed and bath if required.
11) Replenish missing toiletries and other supplies.
12) Set climate control as directed.
13) Turn out all the lights except the night lamp/ passage light as prescribed by the
management.
14) Before leaving the room, give a final glance then lock the door properly, and proceed to
the next room.
1) Ketukan di pintu dan memasuki ruangan sesuai prosedur yang disebutkan sebelumnya.
2) Aktifkan lampu dan memastikan bahwa semua lampu bekerja.
3) Gambarkan tirai berat.
4) pakaian menggantung tamu jika tergeletak di sekitar.
5) Lepaskan bedcover, lipat rapi dan simpan di lemari, baik di rak paling atas untuk di rak paling bawah
6) Lipat salah satu sudut selimut untuk memungkinkan tamu untuk meluncur ke tempat tidur.
7) Tempatkan kartu sarapan knob agar bersama dengan coklat / kue / manis seperti yang ditentukan oleh manajemen atas bantal.
8) Hapus gelas kotor dan botol jika ada. Mengisi gelas segar dan mengisi termos air dengan air minum.
9) asbak kosong dan bersih dan keranjang sampah kertas.
10) Ganti kotor linen - tempat tidur dan mandi jika diperlukan.
11) Mengisi mandi hilang dan perlengkapan lainnya.
12) kontrol Set iklim seperti yang diarahkan.
13) Hidupkan semua lampu kecuali lampu malam / bagian cahaya seperti yang ditentukan oleh manajemen.
14) Sebelum meninggalkan ruangan, memberikan pandangan akhir kemudian mengunci pintu dengan benar, dan melanjutkan ke kamar sebelah.

3.5 CLEANING A CHECKED OUT ROOM

A check out is a room the guest has departed from; so there are none of his belongings there
and it has to be prepared to re-let another guest.
1) The room has to be cleaned first before cleaning the bathroom because the room
attendant may take water from the bathroom ending up in splashing of water
resulting in re-cleaning the bath room
2) First open the curtains, arrange neatly and adjust lighting.
3) Empty and clean ashtrays and waste bins.
4) Strip and make the bed, clean inside drawers and cupboards, putting in correct
supplies at the same time.
5) Dust and clean the furniture followed by mirrors and pictures cleaning.
6) Put all the correct supplies, clean the mini fridge from inside and outside.
7) Remove any stains on the carpet and/or walls, or windows.
8) Vacuum clean the carpet and arrange furniture correctly.
The bathroom cleaning procedure is the same as explained
in section 3.2.3.
3,5 MEMBERSIHKAN A check OUT ROOM
Sebuah cek out adalah ruang tamu telah berangkat dari; jadi ada satu pun dari barang-barangnya yang ada dan itu harus siap untuk kembali
membiarkan tamu lain.
1) Ruangan harus dibersihkan terlebih dahulu sebelum membersihkan kamar mandi karena ruang petugas dapat mengambil air dari kamar
mandi berakhir di percikan air yang mengakibatkan re-membersihkan kamar mandi
2) Pertama buka tirai, mengatur rapi dan menyesuaikan pencahayaan.
3) kosong dan asbak dan sampah limbah bersih.
4) Strip dan membuat tempat tidur, bersih di dalam laci dan lemari, menempatkan dalam persediaan yang benar pada waktu yang sama.
5) Debu dan membersihkan furniture diikuti oleh cermin dan gambar pembersihan.
6) Masukkan semua perlengkapan yang benar, membersihkan mini kulkas dari dalam dan luar.
7) Hilangkan noda apapun di karpet dan / atau dinding, atau jendela.
8) Vacuum membersihkan karpet dan mengatur furnitur dengan benar.
Prosedur membersihkan kamar mandi adalah sama seperti yang dijelaskan
dalam bagian 3.2.3.

3.6 DAILY CLEANING A VACANT ROOM

Rooms must be cleaned each and every day even if it is vacant. Day to day care encourage
high standard of work. It allows the time allocated for special cleaning to be spent out to full
advantage.
1) Leave the front door open; make work sign "no" on the door.
2) Place the trolley standing in corridor outside the room to be serviced.
3) Ventilate the room. Open all the doors and windows.

55
4) Switch off the air conditioner or heating system
5) Remove soiled linen, used crockery and any other rubbish.
6) Airing of bed and making it.
7) Dusting the furniture.
8) Disinfect the telephone mouthpiece, check for dial tone.
9) Clean the carpets and dusts on the surroundings.
10) Cleaning of furnishing arrangements and appearance of the room.
11) Switch on the bathroom light, dry the floor if wet, wipe down the walls, windows with
dry dusters, occasionally damp duster is also used.
12) Use detergent for cleaning wash basin and dirty surfaces.
13) Check for plumbing faults like leakage, faulty flushes, and electrical faults and exposed
wires.
14) Replace bath linen and also complimentary items namely toilet soap, shampoo.
15) While working around the room checks for damages to the furniture's, walls, windows
and other fittings.
16) Replace the complimentary items like match boxes, stationers, etc.
17) After final check up draw the curtains place the DND card on the outside knob of the
door
18) Vacuum the floor finish at the door.
19) Give a final check and remove the sign "no".
3.6 DAILY CLEANING ruang kosong
Kamar harus dibersihkan setiap hari bahkan jika itu adalah kosong. Hari ke penitipan mendorong standar yang tinggi kerja. Hal ini memungkinkan
waktu yang dialokasikan untuk pembersih khusus yang akan dikeluarkan untuk penuh
keuntungan.
1) Meninggalkan pintu depan terbuka; membuat tanda pekerjaan "tidak" di pintu.
2) Tempatkan troli berdiri di koridor di luar ruangan untuk dilayani.
3) Ventilasi ruangan. Membuka semua pintu dan jendela.
4) Matikan AC atau sistem pemanas
5) Hapus linen kotor, digunakan peralatannya dan setiap sampah lainnya.
6) Tayang dari tempat tidur dan membuatnya.
7) Debu perabotan.
8) Hama corong telepon, memeriksa nada panggil.
9) Bersihkan karpet dan debu di sekitarnya.
10) Pembersihan pengaturan perabotan dan penampilan ruangan.
11) Mengaktifkan lampu kamar mandi, keringkan lantai jika basah, lap dinding, jendela dengan lap debu kering, kadang-kadang basah kain lap juga
digunakan.
12) Gunakan deterjen untuk membersihkan wastafel dan permukaan yang kotor.
13) Periksa pipa kesalahan seperti kebocoran, flushes rusak, dan kesalahan listrik dan kabel terbuka.
14) Ganti linen mandi dan juga barang-barang gratis yaitu sabun mandi, shampoo.
15) Saat bekerja di sekitar cek ruang untuk kerusakan pada furnitur, dinding, jendela dan alat kelengkapan lainnya.
16) Pasang kembali barang-barang gratis seperti pertandingan kotak, alat-alat tulis, dll
17) Setelah pemeriksaan akhir menarik tirai menempatkan kartu DND pada tombol luar pintu
18) Vacuum selesai lantai di pintu.
19) Berikan cek akhir dan menghapus tanda "tidak".

3.7 DIRTY DOZEN

There are certain areas in the room or bathroom which may be forgotten or invisible to the
room attendant and tend to accumulate dust. Such areas are normally hidden from a guest's
eye. However, its cleanliness reflects the standard of cleaning of the hotel. Experience shows
that the following areas are overlooked and appropriately called the 'dirty dozen'.
1) Air-conditioning ducts and diffuser grills.
2) Top of the door edges and ceiling.
3) Top of picture frames.
4) Area above pillow racks.
5) Rear surface of doors.
6) Interior surfaces of drawers

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 7) Beneath the grab-bar and dresser table.
8) Behind the WC bowl- the S-trap.
9) Faucet nozzle filter.
10) In the toilet roll niche.
11) Under bathroom counters
12) Toilet vents.
3.7 DOZEN DIRTY
Ada daerah tertentu di ruang atau kamar mandi yang mungkin lupa atau tidak terlihat petugas ruangan dan cenderung menumpuk debu. daerah seperti
biasanya tersembunyi dari mata tamu. Namun, kebersihan mencerminkan standar pembersihan hotel. Pengalaman menunjukkan bahwa bidang berikut
diabaikan dan tepat disebut 'selusin kotor'.
1) saluran AC dan pemanggang diffuser.
2) Top dari tepi pintu dan langit-langit.
3) Top bingkai foto.
4) Lokasi di atas rak bantal.
5) permukaan belakang pintu.
6) Interior permukaan laci
7) Di bawah ambil-bar dan lemari meja.
8) Di balik WC bowl- S-perangkap.
9) Faucet nozzle filter.
10) Dalam toilet roll niche.
11) Di bawah kamar mandi Counter
12) ventilasi Toilet.
3.8 SPRING CLEANING
Spring cleaning removes the dust and dirt that accumulates from everyday wear and
tear and attends to cleaning needs identified during a guestroom inspection. It includes
activities such as turning mattresses, wiping down walls and baseboards and washing
windows and casements. The dirty-dozen can also be perfectly cleaned. Routine cleaning can
maintain a guestroom's fresh and spotless appearance for a period of time. But after a while,
a room will need deep cleaning. In some properties, deep cleaning is done by room
attendants on special project basis; others use teams in which each employee does a
particular deep cleaning task. The following are the spring cleaning tasks that help the
property shine are:
1) Flipping and rotating mattresses.
2) Shampooing carpets.
3) Removing soil and stains from wall coverings and baseboards.
4) Washing windows, casements, and shades.
5) Dusting high and hard to reach areas.
6) Cleaning vents and fans.
7) Vacuuming under furniture that requires heavy moving.
8) Cleaning and vacuuming drapes. Cleaning carpet edges.
9) Washing sheer curtains.
10) Washing lampshades
3.8 SPRING CLEANING
Pembersihan musim semi menghilangkan debu dan kotoran yang terakumulasi dari pemakaian sehari-hari dan menghadiri untuk membersihkan
kebutuhan yang diidentifikasi selama pemeriksaan kamar tamu. Ini mencakup kegiatan seperti memutar kasur, mengelap dinding dan pinggir dan
jendela mencuci dan casements. Kotor lusin juga dapat sempurna dibersihkan. pembersihan rutin dapat menjaga penampilan segar dan bersih suatu
kamar untuk jangka waktu. Tapi setelah beberapa saat, sebuah ruangan akan membutuhkan pembersihan. Dalam beberapa properti, pembersihan
dilakukan dengan kamar pembantu secara proyek khusus; yang lain menggunakan tim di mana setiap karyawan melakukan tugas pembersihan tertentu.
Berikut ini adalah tugas pembersihan musim semi yang membantu
bersinar properti adalah:
1) Membalik dan kasur berputar.
2) Keramas karpet.
3) Menghapus tanah dan noda dari penutup dinding dan pinggir.
4) Jendela cuci, casements, dan nuansa.
5) Dusting tinggi dan sulit untuk menjangkau daerah-daerah.
6) Membersihkan ventilasi dan kipas.
7) Debu di bawah perabotan yang membutuhkan bergerak berat.
8) Pembersihan dan debu tirai. Membersihkan tepi karpet.
9) tirai cuci.
10) penutup lampu cuci

3.9 CHAMBER MAID’S TROLLEY

57
 A housekeeping room attendant can service the guest room with convenience, ease
and speed by using the chamber maid’s trolley. The guest room necessities can be stored in
the trolley, preventing the room attendant running constantly back and forth. If the trolley is
kept in an orderly manner at all times. It helps in fast ordered method of work.
1. There are separate receptacles for dirty linen and garbage and this enables absolute
separation of dirty from, clean which is essential and must be strictly adhered to.
2. Normally the top shelf contains all the supplies necessary like note pads, pencil / pen,
other stationary, gargle glasses, emery paper, soaps, shampoo sachets, etc.
3. The first shelf has all bath linen like bath towels, hand towels, face towels, bathmats, etc.
4. The second shelf contains all bed linen like bed sheets, pillow cases / slips, etc.
5. The bottom shelf normally holds cleaning materials and equipments. If there is no bottom
shelf then one can store this under the garbage bag and the laundry bag.
6. It is just as easy to keep the trolley tidy as it is a matter of the organization and its
discipline.
7. At the end of one's shift one must clean the trolley and remove all garbage and dirty linen
and re-set the trolley for the next day's shift.
8. When one is servicing a room one parks the trolley outside the door with the open shelves
facing towards the room. Since the room attendant should leave the door open always of
the room he will find it easy to remove the necessary requirements from the trolley.
9. If the laundry bag or the garbage bag has become full, then the room attendant should
empty the same and put another bag for the garbage as well as empty the soiled linen from
the laundry bag.
10. After the shift is over, the room attendant should collect all the garbage from the service
room and dump it in the garbage room of the hotel so as to prevent odours and germs to
spread.
11. Some hotels have linen chutes; this is like a chimney which passes through every floor of
the hotel and has it's opening into the laundry room. It has a door and a locking system on
each floor through which all soiled linen is disposed off. This saves time for the room
attendant to go down with the soiled linen.
12. When a hotel has no chute, the dirty linen has to be collected in trolleys by the housemen
and taken to the laundry department. The floors are then re-stocked with fresh linen by
the housemen who do the transporting through trolleys.
3,9 CHAMBER MAID'S TROLLEY
Sebuah ruangan petugas rumah tangga dapat melayani ruang tamu dengan kenyamanan, kemudahan dan kecepatan dengan menggunakan trolley ruang
pembantu. Kebutuhan ruang tamu dapat disimpan dalam troli, mencegah petugas ruangan berjalan terus-menerus bolak-balik. Jika troli disimpan
dengan tertib setiap saat. Ini membantu dalam metode memerintahkan cepat kerja.
1. Ada wadah terpisah untuk pakaian kotor dan sampah dan ini memungkinkan pemisahan mutlak kotor dari, bersih yang sangat penting dan harus
benar-benar dipatuhi.
2. Biasanya rak paling atas berisi semua perlengkapan yang diperlukan seperti buku catatan, pensil / pena, stasioner, gelas kumur lainnya, kertas
ampelas, sabun, sachet sampo, dll
3. rak pertama memiliki semua linen mandi seperti handuk mandi, handuk tangan, handuk muka, bathmats, dll
4. rak kedua berisi semua sprei seperti seprai, sarung bantal / slip, dll
5. rak bawah biasanya memegang bahan-bahan pembersih dan peralatan. Jika tidak ada rak bawah maka salah satu dapat menyimpan ini di bawah
kantong sampah dan tas laundry.
6. Hal ini hanya sebagai mudah untuk menjaga troli rapi seperti itu adalah masalah organisasi dan disiplin nya.
7. Pada akhir pergeseran seseorang seseorang harus membersihkan troli dan menghapus semua sampah dan pakaian kotor dan re-mengatur troli untuk
pergeseran hari berikutnya.
8. Ketika seseorang pelayanan ruangan satu taman troli di luar pintu dengan rak terbuka menghadap ke arah ruangan. Karena ruang petugas harus
meninggalkan pintu terbuka selalu ruangan dia akan merasa mudah untuk menghapus persyaratan yang diperlukan dari troli.
9. Jika tas binatu atau kantong sampah telah menjadi penuh, maka petugas ruangan harus mengosongkan sama dan meletakkan tas lain untuk sampah
serta kosong linen kotor dari tas binatu.
10. Setelah pergeseran berakhir, ruang petugas harus mengumpulkan semua sampah dari ruang layanan dan membuangnya di ruang sampah dari hotel
sehingga mencegah bau dan kuman menyebar.
11. Beberapa hotel memiliki peluncuran linen; ini adalah seperti sebuah cerobong asap yang melewati setiap lantai hotel dan memiliki itu membuka ke
ruang cuci. Memiliki pintu dan sistem penguncian pada
setiap lantai di mana semua linen kotor yang dibuang. Hal ini menghemat waktu untuk ruang petugas untuk turun dengan linen kotor.
12. Ketika sebuah hotel tidak memiliki parasut, pakaian kotor harus dikumpulkan dalam troli oleh housemen dan dibawa ke departemen laundry. Lantai
kemudian kembali penuh dengan linen segar dengan housemen yang melakukan pengangkutan melalui troli.

58
CHECK YOUR PROGRESS
1. List the points to be kept in mind while daily cleaning an occupied room.
2. List the dirty-dozen.
3. What is second service?

3.10 LET US SUM UP

Rooms must be cleaned and serviced each day. All rooms should present a
fresh pleasing appearance and provide comfortable conditions for those using them. Daily
maintenance removes dirt, accumulation of which is dangerous for health as it forms
breeding ground for germs. Day to day care encourage high standard of work. It allows the
time allocated for special cleaning to be spent out to full advantage. Care has to be taken
while cleaning an occupied room. The housekeeping staffs are trained to handle the guests as
well the guest rooms. The cleaning procedures are explained in detail in this lesson. Second
service is normally carried out in an occupied room at any time in a day if the request is
made by the guest to clean the room again. Some rooms are occupied by late night / early
morning arrivals by international flights. All rooms therefore require an evening service
which mostly, involves preparing the room for the guest to sleep for the night and it should
be done prior to the guest retiring for the night.
A checked out room and the vacant room has to be cleaned and their
procedures are explained briefly. Spring cleaning removes the dust and dirt that accumulates
from everyday wear and tear and attends to cleaning needs identified during a guestroom
inspection. It includes activities such as turning mattresses, wiping down walls and
baseboards and washing windows and casements.
Kamar harus dibersihkan dan dilayani setiap hari. Semua kamar harus menyajikan penampilan yang menyenangkan segar dan memberikan kondisi
nyaman bagi mereka yang menggunakan mereka. perawatan harian menghilangkan kotoran, akumulasi yang berbahaya bagi kesehatan karena
merupakan tempat berkembang biak bagi kuman. Hari ke penitipan mendorong standar yang tinggi kerja. Hal ini memungkinkan waktu yang
dialokasikan untuk pembersih khusus yang akan dikeluarkan untuk keuntungan penuh. Perawatan harus diambil ketika membersihkan ruang diduduki.
Para staf rumah tangga dilatih untuk menangani tamu juga ruang tamu. Prosedur pembersihan dijelaskan secara rinci dalam pelajaran ini. Layanan
kedua biasanya dilakukan di ruang yang diduduki pada setiap saat dalam sehari jika permintaan dibuat oleh tamu untuk membersihkan kamar lagi.
Beberapa kamar ditempati oleh larut malam / kedatangan pagi oleh penerbangan internasional. Oleh karena itu semua kamar memerlukan layanan
malam yang sebagian besar, melibatkan mempersiapkan ruang untuk tamu tidur untuk malam dan itu harus dilakukan sebelum tamu pensiun untuk
malam.
Sebuah memeriksa kamar dan ruang kosong harus dibersihkan dan prosedur mereka dijelaskan secara singkat. Pembersihan musim semi
menghilangkan debu dan kotoran yang terakumulasi dari pemakaian sehari-hari dan menghadiri untuk membersihkan kebutuhan yang diidentifikasi
selama pemeriksaan kamar tamu. Ini mencakup kegiatan seperti memutar kasur, mengelap dinding dan pinggir dan jendela mencuci dan casements.

3.11 LESSON END ACTIVITY

1. Write down the main differences in cleaning an occupied room and a vacant room.
2. Can you list out some other areas which are not routinely cleaned other than dirty-dozen?
1. Tuliskan perbedaan utama dalam membersihkan ruang diduduki dan ruang kosong.
2. Dapatkah Anda daftar beberapa daerah lain yang tidak secara rutin dibersihkan selain kotor lusin?

3.12 KEY WORDS

Hygiene Conditions and practices that serve to promote or preserve health

Master Key A key that opens every one of a given set of locks.
Soiled Covered or stained with or as if with dirt or other impurities
Casements A window sash that opens outward by means of hinges
Chamber Maid A maid who is employed to clean and care for bedrooms Room
Attendant
Wardrobe A tall cabinet, closet, or small room built to hold clothes
Bathmats A mat used in front of a bathtub or shower, as to absorb water or prevent
slipping
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Cookies A small, usually flat and crisp cakes made from sweetened dough
Kondisi kebersihan dan praktik yang berfungsi untuk mempromosikan atau menjaga kesehatan
Master Key Sebuah kunci yang membuka setiap satu dari himpunan kunci.
Kotor Covered atau bernoda dengan atau seperti dengan kotoran atau kotoran lainnya
Casements Sebuah jendela selempang yang terbuka ke luar dengan cara engsel
Kamar Pembantu Seorang pelayan yang dipekerjakan untuk membersihkan dan merawat kamar tidur Attendant Kamar

Wardrobe Lemari tinggi, lemari, atau ruang kecil yang dibangun untuk menahan pakaian
BATHMATS Sebuah tikar yang digunakan di depan sebuah bathtub atau shower, untuk menyerap air atau mencegah tergelincir
Cookie kecil, biasanya datar dan renyah kue yang terbuat dari adonan manis
3.13 QUESTIONS FOR DISCUSSION

1. Explain the complete procedure involved in cleaning an occupied room?

2. Why is it important to clean a vacant room?
3. Differentiate between evening service and turn down services
4. Write a note on spring cleaning?
5. Write short note on the Chamber Maid’s Trolley.
1. Jelaskan prosedur lengkap yang terlibat dalam membersihkan ruang diduduki?
2. Mengapa penting untuk membersihkan ruang kosong?
3. Membedakan antara layanan malam dan mengecilkan layanan
4. Tulis catatan pada pembersihan musim semi?
5. Tulis catatan singkat tentang Kamar Pembantu Trolley.

CHECK YOUR PROGRESS – ANSWER

1. i) The room attendant must follow the method of work that will cause least disturbance
to the guest occupying that room.
ii) Must plan his work so that systematic method follows.
iii) Should work at a good speed.
iv) Should work efficiently and clean more areas at a time.
2. Air-conditioning ducts and diffuser grills; Top of the door edges and ceiling; Top of
picture frames; Area above pillow racks; Rear surface of doors; Interior surfaces of
drawers; Beneath the grabbar and dresser table; Behind the WC bowl- the S-trap; Faucet
nozzle filter; In the toilet roll niche; Under bathroom counters; Toilet vents.
3. Second service is normally carried out in an occupied room at any time in a day if the
guest requests to clean the room again. Only light cleaning is done in such cases.
Sometimes, guest has a meeting or a get together functions etc. in the room and he
wants his room to be cleaned after the so-called function is over.
1. i) Petugas ruangan harus mengikuti metode kerja yang akan menyebabkan gangguan setidaknya untuk tamu menempati ruangan itu.
ii) Harus berencana karyanya sehingga metode sistematis berikut.
iii) Harus bekerja pada kecepatan yang baik.
iv) Harus bekerja secara efisien dan membersihkan daerah yang lebih pada suatu waktu.
2. saluran AC dan pemanggang diffuser; Atas tepi pintu dan langit-langit; Atas bingkai foto; Area di atas rak bantal; permukaan belakang pintu;
permukaan interior laci; Di bawah grabbar dan lemari meja; Di balik WC bowl- S-perangkap; Kran nozzle filter; Di toilet roll niche; Di bawah counter
kamar mandi; ventilasi toilet.
3. Layanan Kedua biasanya dilakukan di ruang yang diduduki pada setiap saat dalam sehari jika permintaan tamu untuk membersihkan kamar lagi.
Hanya pembersihan cahaya dilakukan dalam kasus tersebut. Kadang-kadang, tamu memiliki pertemuan atau mendapatkan bersama-sama fungsi dll di
ruang dan dia
ingin kamarnya harus dibersihkan setelah disebut fungsi lebih.

3.14 REFERENCES
1. Branson Joan C and Lennox Margaret (1998), Hotel, Hostel and Hospital Housekeeping,
Hodders & Stoughton.

2. Schneider Madelin, Tucker Georgina and Scoviak Mary (1999), The Professional
Housekeeper, John Wiley & Sons Inc, New York.

60
3. Martin Robert J (1998), Professional Management of Housekeeping Operations, John
Wiley & Sons New York.

4. Andrews Sudhir (1985), Hotel Housekeeping Training Manual, Tata Mc Graw-Hill

Publishing Co. Ltd.

5. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel Housekeeping Principles and

Practice, Edward Arnold, London.

LESSON 4

BED MAKING

CONTENTS

4.0 Aims and Objectives

4.1 Introduction
4.2 Bed
4.2.1 History of Bed
4.2.2 Types of Bed
4.2.3 Bed Sizes
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 4.2.4 Standard Sizes of Bed
4.3 Bed Making
4.3.1 Procedure for Making a Bed
4.4 Let Us Sum Up
4.5 Lesson End Activity
4.6 Key Words
4.7 Questions for Discussion
4.8 References

4.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Bed, types and sizes of bed
Procedure for bed making.
Pada akhir pelajaran ini, siswa harus mampu menunjukkan keterampilan yang sesuai, dan menunjukkan pemahaman tentang berikut:
Bed, jenis dan ukuran tempat tidur
Procedure untuk membuat tempat tidur.
4.1 INTRODUCTION
A guest turns up to a hotel for a comfortable stay. He spends a considerable time in
the bed. Some guests will spend most of their day in bed. Other guest may just use in the
night time alone. A clean, wrinkle-free bed is important for all guests. It is the duty of
Housekeeping Department to keep the guest bed neat and clean. In this lesson, details are
provided covering various types of beds, universal bed sizes and common standards of bed
sizes prevalent in different countries. Further, procedure for making a guest bed is explained
in detail.
Seorang tamu muncul ke sebuah hotel untuk tinggal yang nyaman. Dia menghabiskan waktu di tempat tidur. Beberapa tamu akan menghabiskan
sebagian besar hari mereka di tempat tidur. Tamu lain hanya dapat digunakan dalam waktu malam saja. A, tidur bebas kerut bersih sangat penting
untuk semua tamu. Ini adalah tugas dari
Rumah tangga Departemen untuk menjaga tidur tamu rapi dan bersih. Dalam pelajaran ini, rincian yang tersedia meliputi berbagai jenis tempat tidur,
ukuran tempat tidur universal dan standar umum dari tempat tidur ukuran lazim di negara yang berbeda. Selanjutnya, prosedur untuk membuat tempat
tidur tamu dijelaskan secara rinci.
4.2 BED
A bed is a piece of furniture or location primarily used as a place to rest, relax, nap or
sleep. To make beds more comfortable, the top layer is frequently a mattress. Originally
these were bags of straw for most people and filled with fluffy, feathers of birds for the
wealthy. Eventually new filling materials such as cotton, silk cotton and artificial fillers
became common. In modern times most mattresses use springs, solid foam, latex, water, or
air. As time passes on more and more people are looking for a better medium to sleep, since
people spend a large percentage of time in life in a bed. It has become a more recent
realization for many, to attribute health deteriorations to what they lay on. Water resilient
fibers (natural and synthetic), latex, synthetic foams and a combination of a huge range of
different spring technologies are used in the manufacture of beds.
For greater head support, most people use a pillow, placed at the top of a mattress. Also used
is some form of covering blanket to provide warmth to the sleeper, often bed sheets, a quilt,
or a duvet. Also, some people prefer to dispense with the box spring and bed frame, and
replace it with a platform bed style. This is more common in Europe.
Sebuah tempat tidur adalah perabot atau lokasi terutama digunakan sebagai tempat untuk beristirahat, bersantai, tidur siang atau tidur. Untuk membuat
tempat tidur lebih nyaman, lapisan atas sering adalah kasur. Awalnya ini adalah tas jerami bagi kebanyakan orang dan diisi dengan lembut, bulu burung
untuk orang kaya. bahan mengisi akhirnya baru seperti kapas, kapas sutra dan pengisi buatan menjadi umum. Di zaman modern kebanyakan kasur
menggunakan mata air, busa padat, lateks, air, atau udara. Dengan berjalannya waktu pada lebih banyak orang yang mencari media yang lebih baik
untuk tidur, karena orang menghabiskan sebagian besar waktu dalam kehidupan di tempat tidur. Hal ini telah menjadi sebuah realisasi yang lebih baru
bagi banyak orang, untuk atribut mengalami kerusakan kesehatan untuk apa yang mereka berbaring di. Air serat tangguh (alam dan sintetis), lateks,
busa sintetis dan kombinasi dari sejumlah besar teknologi semi yang berbeda digunakan dalam pembuatan tempat tidur.
Untuk dukungan kepala yang lebih besar, kebanyakan orang menggunakan bantal, ditempatkan di bagian atas kasur. Juga digunakan adalah beberapa
bentuk yang meliputi selimut untuk memberikan kehangatan ke tidur, seprai sering tidur, selimut, atau selimut. Juga, beberapa orang lebih memilih
untuk membuang kotak musim semi dan tidur bingkai, dan menggantinya dengan gaya platform yang tidur. Ini lebih umum di Eropa.

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4.2.1 History of Bed
Early beds were little more than piles of straw laid on the ground or some other
natural materials. An important change was raising the beds off the ground, to avoid drafts,
dirt, harboring of pests and pest attacks. The bed of Odysseus, a charpoy woven of rope,
plays a role in the Odyssey of Homer. A replica can be seen at the Museum of Welsh Life at
St. Fagans, Cardiff. Ancient Romans had various kinds of beds for repose.
These included:
• lectus cubicularis, or chamber bed, for normal sleeping;
• lectus discubitorius, or table bed, on which they ate - for they ate while lying on their
left side - there being usually three people to one bed, were the middle place accounted
for the most honorable position;
• lectus lucubratorius, for studying;
• and a lectus funebris, or emortualis, on which the dead were carried to the pyre.
Awal tidur yang sedikit lebih dari tumpukan jerami diletakkan di tanah atau bahan alami lainnya. Perubahan penting adalah meningkatkan tempat tidur
dari tanah, untuk menghindari draft, kotoran, menyimpan hama dan serangan hama. Tempat tidur Odysseus, charpoy anyaman tali, memainkan peran
dalam Odyssey dari Homer. Sebuah replika dapat dilihat di Museum Kehidupan Welsh di St. Fagans, Cardiff. Roma kuno memiliki berbagai macam
tempat tidur untuk istirahat. Ini termasuk:
• LECTUS cubicularis, atau tempat tidur ruang, untuk tidur normal;
• LECTUS discubitorius, atau tempat tidur meja, di mana mereka makan - untuk mereka makan sambil berbaring di sisi kiri mereka - ada yang biasanya
tiga orang untuk satu tempat tidur, yang tempat tengah menyumbang posisi paling terhormat;
• LECTUS lucubratorius, untuk mempelajari;
• dan funebris LECTUS, atau emortualis, yang mati dibawa ke tumpukan kayu.

4.2.2 Types of Bed

1. An adjustable bed is a bed that can be adjusted to a number of different positions.
2. An air bed uses an air-inflated mattress, sometimes connected to an electric air pump and
having firmness controls.
3. A box-bed is a bed having the form of a large box with wooden roof, sides, and ends,
opening in front with two sliding panels or shutters; often used in cottages in Scotland:
sometimes also applied to a bed arranged so as to fold up into a box.
4. A daybed is a couch that is used as a seat by day and as a bed by night.
5. A futon is a traditional style of Japanese bed that is also available in a larger Western style.
6. A Murphy bed or wallbed is a bed that can hinge into a wall or cabinet to save space.
7. A pallet is a thin, lightweight mattress.
8. A platform bed is a mattress resting on a solid, flat raised surface, either free-standing or
part of the structure of the room.
9. A roll-away bed (or cot) is a bed whose frame folds in half and rolls in order to be more
easily stored and moved.
10. A sofabed is a bed that is stored inside a sofa.
11. A vibrating bed is typically a coin-operated novelty found in a vintage motel. For a fee,
the mattress vibrates for a duration of time. This is supposed to counter body ache and relax.
12. A waterbed is a bed / mattress combination where the mattress is filled with water.
1. Sebuah tempat tidur disesuaikan adalah tempat tidur yang dapat disesuaikan untuk sejumlah posisi yang berbeda.
2. Sebuah tempat tidur udara menggunakan kasur udara-inflasi, kadang-kadang dihubungkan ke pompa udara listrik dan memiliki kontrol ketegasan.
3. Sebuah kotak-tidur adalah tempat tidur yang memiliki bentuk kotak besar dengan atap kayu, sisi, dan berakhir, membuka di depan dengan dua panel
geser atau jendela; sering digunakan dalam cottage di Skotlandia:
kadang-kadang juga diterapkan untuk tempat tidur diatur sehingga dapat melipat ke dalam kotak.
4. Sebuah daybed adalah sofa yang digunakan sebagai kursi di siang hari dan sebagai tempat tidur pada malam hari.
5. Sebuah futon adalah gaya tradisional tidur Jepang yang juga tersedia dalam gaya Barat yang lebih besar.
6. Murphy tidur atau wallbed adalah tempat tidur yang bisa engsel ke dinding atau lemari untuk menghemat ruang.
7. Sebuah palet adalah tipis, kasur ringan.
8. Sebuah platform tempat tidur adalah kasur beristirahat pada permukaan yang datar mengangkat padat, baik berdiri bebas atau bagian dari struktur
ruangan.
9. Sebuah roll-pergi (atau dipan) adalah tempat tidur yang bingkai lipatan di setengah dan gulungan agar lebih mudah disimpan dan dipindahkan.
10. Sebuah sofabed adalah tempat tidur yang disimpan di dalam sofa.
11. Sebuah bergetar tidur biasanya koin-dioperasikan baru ditemukan di sebuah motel vintage. Untuk biaya, kasur bergetar untuk durasi waktu. Hal ini
seharusnya untuk melawan sakit badan dan bersantai.
12. Sebuah kasur air adalah kombinasi tidur / kasur mana kasur diisi dengan air.

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4.2.3 Bed Sizes
Beds come in a wide array of shapes and sizes. Most countries have a standard set of four
sizes of mattresses. While the Double size appears to be a standard among English speaking
countries, based on the imperial measurement of 4 ft. 6 in. by 6 ft. 3 in., the sizes for other
bed types tend to vary. The European sizes differ; and their measurements are based on the
metric system.
Ranjang datang dalam beragam bentuk dan ukuran. Sebagian besar negara memiliki satu set standar empat ukuran kasur. Sedangkan ukuran ganda
tampaknya menjadi standar antara berbicara bahasa Inggris
negara, berdasarkan pengukuran kekaisaran 4 ft. 6 di. oleh 6 ft. 3 di., ukuran untuk jenis lain tempat tidur cenderung bervariasi. Ukuran Eropa berbeda;
dan pengukuran mereka didasarkan pada sistem metrik.

4.2.4 Standard Sizes of Bed

Modern manufacturing conventions have resulted in a limited number of standard sizes of
commercial bedding for mattresses and box springs. They vary with the country of origin.

U.S. Sizes:

Twin Extra Long

38 × 80 in (0.99 × 2.03 m) this size is fairly popular in college dormitories.

Three Quarter 48 × 75 in (1.22 × 1.90 m) often (47-48) X 72 in.

This size is considered obsolete by the major manufacturers.

Super Single 48 × 84 in (1.22 × 2.13 m)

Olympic Queen 66 × 80 in (1.68 × 2.03 m) a novelty size by Simmons.

California Queen 60 × 84 in (1.52 × 2.13 m)

Eastern King 76 x 80 in (1.93 x 2.03 m) An alternate name for a U.S. King.

California King 72 × 84 in (1.83 × 2.13 m) A common size on the West Coast of the United
States. Also called a Western King, West Coast King, or WC King.

Long King 72 x 104 in (1.83 m × 2.64m)

U.K. Sizes:

Small Single 30 × 75 in (0.76 × 1.91 m)

Super Single 42 × 75 in (1.07 × 1.91 m)

Small Double 48 × 75 in (1.22 × 1.91 m) also called three quarter

Normal Double 54 x 75 in (1.37 x 1.91 m)

European Sizes:

Normal Size 80 cm bed or 80 x 200 cm bed.

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Extra Small Single (30 × 79 in) 0.75 × 2 m

Small Single (31 × 79 in) 0.8 × 2 m

Large Single (39 × 79 in) 1 × 2 m

4.3 BED MAKING

Bed making is the technique of preparing different types of bed to make a guest
comfortable or his/her position suitable for a Partcular condition. Learning the proper
procedure for making a bed helps to ensure the guest’s comfort and sense of well-being. The
bed is an important part of the guest’s hotel environment.
Tidur pembuatan adalah teknik mempersiapkan berbagai jenis tempat tidur untuk membuat tamu nyaman atau / posisinya cocok untuk kondisi
partcular. Belajar prosedur yang tepat untuk membuat tempat tidur membantu untuk memastikan kenyamanan tamu dan merasakan kesejahteraan.
Tempat tidur adalah bagian penting dari tamu lingkungan hotel.

4.3.1 Procedure for Making a Bed

1. Remove soiled sheets and pillow cases and shake out individually. Check linens for
dentures, hearing aids, jewelry, glasses, face tissues, or anything else belonging to the
guest before stripping the bed.

2. Turn the mattress side-to-side on succeeding days followed by end-to-end turning.

Smooth out the mattress to air it out.

3. Shake out the mattress protector and relay it on the mattress. Change the protector that
is soiled or smelling.

4. Open out the fresh lower sheet evenly and puck it securely at the head, foot and the
sides.

5. Open out fresh top sheet and distribute it evenly over the lower bed sheet. Ensure that
the laundry creases are in the same line as the inner sheet for even distribution. The
sheet hem should be evenly pulled up to the headboard. Tuck this sheet at the foot.

6. Open out the blanket and place it evenly on the top sheet using the crease as described
earlier for even distribution. Ensure that the blanket labels are at the foot. Pull the
blanket 4 inches from the headboard.

7. Fold the top sheet, at the head of the bed over the blanket and fold the sheet and
blanket once again.

8. The blanket and the top sheet are together tucked uniformly on both sides while the
comers at the foot of the bed are neatly mitered.

9. Cover pillows with fresh pillow slips. Fluff the pillow and even out pillow slips to
look neat and tidy. Since pillow slips are larger than the pillow the excess slip should
be neatly folded downwards. The side of the pillow which has the fold should be away
from guest view.

65
 10. Cover completed bed with the bed spread / bed cover ensuring that it is right side up
and is falling evenly all around the bed. Keep extra bed spread toward the headboard
to crease in between the pillows so as to make the bed look appealing. The bed
spread corners should be aesthetically done. Put spare blankets in the upper most
shelf of the wardrobe in case required by the guest. Blankets are folded in such a
manner that the hotel logo appears on the top.
4.3.1 Prosedur untuk Membuat Bed

1. Hapus kotor seprai dan sarung bantal dan kocok secara individual. Periksa linen untuk gigi palsu, alat bantu dengar, perhiasan, kacamata, jaringan
wajah, atau apa pun milik tamu sebelum pengupasan tempat tidur.

2. Putar kasur sisi ke sisi atas berikutnya hari diikuti oleh end-to-end balik. Kelancaran keluar kasur untuk udara itu.

3. Kocok keluar kasur pelindung dan relay itu di kasur. Mengubah pelindung yang kotor atau berbau.

4. Buka keluar lembar rendah segar merata dan Puck itu aman di kepala, kaki dan sisi.

5. Buka keluar atas lembaran segar dan mendistribusikannya secara merata di atas sprei yang lebih rendah. Pastikan bahwa lipatan binatu di baris yang
sama sebagai lembar batin untuk pemerataan. Lembar hem harus merata ditarik ke kepala ranjang. Menyelipkan lembaran ini di kaki.

6. Buka keluar selimut dan menempatkannya secara merata di atas lembaran menggunakan lipatan seperti yang dijelaskan sebelumnya untuk
pemerataan. Pastikan bahwa label selimut berada di kaki. Tarik selimut 4 inci dari kepala tempat tidur.

7. Lipat atas lembaran, di kepala tempat tidur lebih dari selimut dan lipat lembar dan selimut sekali lagi.

8. Selimut dan atas lembaran yang bersama-sama terselip seragam di kedua sisi sedangkan pendatang di kaki tempat tidur yang rapi simpai.

9. bantal Tutup dengan bantal slip segar. Bulu bantal dan bahkan keluar bantal slip untuk terlihat rapi dan rapi. Sejak slip bantal lebih besar dari bantal
kelebihan tergelincir harus rapi dilipat akan ke bawah. Sisi bantal yang memiliki lipatan harus jauh dari pandangan tamu.

10. Penutup menyelesaikan tidur dengan tempat tidur yang menyebar / bed cover memastikan bahwa itu adalah sisi kanan atas dan jatuh merata di
sekitar tempat tidur. Jauhkan tempat tidur tambahan menyebar ke arah kepala ranjang untuk lipatan di antara bantal sehingga membuat tempat tidur
terlihat menarik. Tempat tidur yang menyebar sudut harus estetis dilakukan secara. Masukan selimut cadangan di paling rak atas lemari dalam kasus
yang dibutuhkan oleh tamu. Selimut dilipat sedemikian rupa bahwa logo Hotel muncul di bagian atas.

CHECK YOUR PROGRESS

1. What is a bed?

2. Fill in the banks

i) …………….. bed can be adjusted to a number of different positions.
ii) …………….. bed uses an air-inflated mattress.
iii) A …………. bed is typically a coin-operated novelty found ina vintage motel.

3. Name some beds that are in use today.

4.4 LET US SUM UP
Bed is a furniture item, made up of foam mattress normally used to relax, rest, nap or
sleep. Beds come in a wide array of shapes and sizes. Most countries have a standard set of
four sizes of mattresses. Bed making is the technique of preparing different types of bed to
make a guest comfortable or his/her position suitable for a particular condition. In this lesson,
you have also learnt about the procedures for making a bed.
Tidur adalah barang furnitur, terdiri dari kasur busa biasanya digunakan untuk bersantai, beristirahat, tidur siang atau tidur. Ranjang datang dalam
beragam bentuk dan ukuran. Sebagian besar negara memiliki satu set standar empat ukuran kasur. Tidur pembuatan adalah teknik mempersiapkan
berbagai jenis tempat tidur untuk membuat tamu nyaman atau / posisinya cocok untuk kondisi tertentu. Dalam pelajaran ini, Anda juga telah belajar
tentang prosedur untuk membuat tempat tidur.

4.5 LESSON END ACTIVITY

1. Visit a furniture show room, look at the different types of bed displayed and note
down the size and category of the beds.

2. In your housekeeping lab, attempt to make a bed.

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4.6 KEY WORDS

Resilient Having the quality of springing back to a former position.

Latex It is a colloidal suspension of very small polymer particles in water and is used
to make rubber.
Mattress A usually rectangular pad of heavy cloth filled with soft material or an
arrangement of coiled springs, used as or on a bed.
Crease A line made by pressing, folding, or wrinkling.
Wardrobe A tall cabinet, closet, or small room built to hold clothes.
Resilient Memiliki kualitas melompat kembali posisi mantan.
Lateks Ini adalah suspensi koloid partikel polimer yang sangat kecil dalam air dan digunakan untuk membuat karet.
Kasur Sebuah pad biasanya persegi panjang kain berat diisi dengan bahan lembut atau pengaturan dari mata air melingkar, digunakan sebagai atau di
tempat tidur.
Lipatan Sebuah garis yang dibuat dengan menekan, lipat, atau kerutan.
Wardrobe A tinggi kabinet, lemari, atau kecil kamar dibangun untuk menahan pakaian.

4.7 QUESTIONS FOR DISCUSSION

1. Write a short account on any five types of bed.
2. Explain the procedure for making a bed?
3. Enumerate the history of beds.
1. Tulis akun singkat pada setiap lima jenis tempat tidur.
2. Jelaskan prosedur untuk membuat tempat tidur?
3. Menyebutkan sejarah tempat tidur.

CHECK YOUR PROGRESS - ANSWER

1. A bed is a piece of furniture or location, primarily used as a place to rest, relax,
nap or sleep.

2. i) Adjustable
ii) Air
iii) vibrating

3. Adjustable bed, air bed, box bed, day bed, futon (Japanese bed), Murphy bed (wall
bed), pallet, platform bed, roll-away bed (cot), sofa bed and vibrating bed are some
of the beds found in use today.

4.8 REFERENCES

1. Andrews Sudhir (1985), Hotel Housekeeping Training Manual, Tata Mc Graw-Hill

Publishing Co. Ltd.

2. Joan C. & Lennox, Margaret Branson (1969), Hotel Housekeeping Principles and Practice,
Edward Arnold, London.

3. Rosemary Hurst (1971), Housekeeping Management for Hotels and Residential

Establishments, William Heinemann.

4. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional Housekeeping, Hyperion

Books.

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 LESSON 5

LINEN AND UNIFORM ROOMS

CONTENTS

5.0 Aims and Objectives

5.1 Introduction
5.2 Linen Room
5.2.1 Activities of Linen Room
5.2.2 Hours of Operation
5.2.3 Location of Linen Room
5.2.4 Linen Room Requirements
5.2.5 Planning the Layout of Linen Room
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5.3 Selection Criteria for Linen Items
5.3.1 Bed Lenin
5.3.2 Soft Furnishing
5.3.3 Bath Linen
5.3.4 Napery
5.4 Purchase of Linen
5.4.1 Rules for Linen Purchase
5.5 Linen Cycle
5.6 Control of Linen
5.6.1 Stock Taking
5.7 Linen Hire
5.8 Uniform
5.8.1 Types of Uniforms Used
5.9 Let us Sum Up
5.10 Lesson End Activity
5.11 Key Words
5.12 Questions for Discussion
5.13 References
5.0 Maksud dan Tujuan
5.1 Pendahuluan
5.2 Linen Room
5.2.1 Kegiatan Linen Room
5.2.2 Jam Operasi
5.2.3 Lokasi Linen Room
5.2.4 Persyaratan Linen Room
5.2.5 Perencanaan Layout Linen Room
5.3 Kriteria Seleksi untuk Linen Produk
5.3.1 Bed Lenin
5.3.2 Soft Furnishing
5.3.3 Bath Linen
5.3.4 napery
5.4 Pembelian Linen
5.4.1 Aturan untuk Linen Pembelian
5.5 Linen Cycle
5.6 Pengendalian Linen
5.6.1 Stock Taking
5.7 Linen Hire
5.8 Uniform
5.8.1 Jenis Seragam Digunakan
5.9 Mari kita Sum Up
5.10 Pelajaran Kegiatan Akhir
5.11 Kata Kunci
5.12 Pertanyaan untuk Diskusi
5.13 Referensi

5.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Linen room, activities of linen room, hours of operation,
Selection criteria for linen room,
Purchase of linen, linen cycle, control of linen, linen hire
Uniform and types of uniform used.
5.0 MAKSUD DAN TUJUAN
Pada akhir pelajaran ini, siswa harus mampu menunjukkan keterampilan yang sesuai, dan menunjukkan pemahaman tentang berikut:
Linen kamar, kegiatan kamar linen, jam operasi,
Kriteria Selection untuk kamar linen,
Purchase linen, siklus linen, kontrol linen, linen menyewa
Uniform dan jenis seragam yang digunakan.
5.1 INTRODUCTION
Linen, in a technical sense, is the stem fibre extracted from the cultivated plant called
flax, which is spun into yarn and woven into fabric. However, in a commercial sense, the
present day usage of the term linen includes all fabrics that are used in the hospitality
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industry. Well laid out and stocked up linen room satisfies the needs of the guests with
comfortable and pleasing room furnishing. In this lesson, we will be looking into various
aspects of the linen room layout, inventory maintenance and its functioning. Supply of
various linen items to the guest rooms, their retrieval after use, their laundering and their
recycling will be presented in detail. Detailed information relating to selection criteria for
linen, various linen items that go into bed spreads, blankets, pillow cases,
upholstery, curtains, bath room accessories including towels of various kinds and sizes will
be presented, covering their purchase, stock-up, supply and cleaning. In this regard,
involvement of the linen room in the operational logistics relating to the management
decision whether to invest to buy linen material or to rent it from outside hiring agencies
and the relative merits of these two systems have also been discussed.

Another responsibility of the linen room will be selection,procurement, stock-up,

distribution and laundering of uniforms of appropriate sizes and styles befitting the
employees of the establishment, details of operating procedures for uniforms are also
discussed in this lesson.
5.1 PENDAHULUAN
Linen, dalam pengertian teknis, adalah serat batang diekstrak dari tanaman dibudidayakan disebut rami, yang dipintal menjadi benang dan ditenun
menjadi kain. Namun, dalam arti komersial, penggunaan saat ini dari linen jangka mencakup semua kain yang digunakan di industri perhotelan. Ditata
dengan baik dan ditebar ruang linen memenuhi kebutuhan para tamu dengan nyaman dan menyenangkan kamar furnishing. Dalam pelajaran ini, kita
akan melihat ke dalam berbagai aspek tata letak ruangan linen, pemeliharaan persediaan dan fungsinya. Penyediaan berbagai item linen ke kamar tamu,
pengambilan mereka setelah digunakan, pencucian dan daur ulang mereka akan disajikan secara rinci. informasi rinci yang berkaitan dengan kriteria
seleksi untuk linen, berbagai item linen yang masuk ke tempat tidur menyebar, selimut, sarung bantal,
upholstery, tirai, aksesoris kamar mandi termasuk handuk dari berbagai jenis dan ukuran akan disajikan, meliputi pembelian mereka, saham-up,
pasokan dan pembersihan. Dalam hal ini, keterlibatan ruang linen di logistik operasional yang berkaitan dengan keputusan manajemen apakah akan
berinvestasi untuk membeli bahan linen atau menyewa dari agen perekrutan luar
dan manfaat relatif dari kedua sistem ini juga telah dibahas.

Tanggung jawab lain dari ruang linen akan seleksi, pengadaan, stok-up, distribusi dan pencucian seragam ukuran dan gaya cocok karyawan pendirian
yang tepat, rincian prosedur operasi untuk seragam juga dibahas dalam pelajaran ini.

5.2 LINEN ROOM

The linen room is the centre stage for the supporting role that the housekeeping department
plays in the hotel. Most linen rooms are centralized and act as a storage point and distribution
centre for clean linen.
Ruang linen adalah panggung untuk peran pendukung bahwa Departemen rumah tangga bermain di hotel. Sebagian besar kamar linen yang terpusat
dan bertindak sebagai titik penyimpanan dan pusat distribusi untuk kain bersih.

5.2.1 Activities of the Linen Room

The following are the activities of the linen room:

1. Collection and Transportation

It is an essential activity when laundry services are on outside contract and is
facilitated through chutes, canvas bags, trolleys, collapsible wire carts, skips etc. Guest
laundry are also collected and appropriately marked for sending offpremises for cleaning.
1. Pengumpulan dan Transportasi
Ini adalah kegiatan penting ketika layanan binatu kontrak di luar dan difasilitasi melalui peluncuran, tas kanvas, troli, gerobak kawat dilipat,
melompat dll Guest laundry juga dikumpulkan dan ditandai dengan tepat untuk mengirimkan offpremises untuk membersihkan.

2. Sorting and Counting

Sorting is carried out primarily to make counting easy as well as for streamlining
laundry procedures and to tally the exchange of linen between the linen room and the
laundry.
2. Sortasi dan Menghitung
Sortasi dilakukan terutama untuk membuat menghitung mudah serta untuk merampingkan prosedur laundry dan untuk menghitung
pertukaran linen antara ruang linen dan cucian.

3. Packaging

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 Linen is packed in canvas bags to prevent damage on transit to the linen articles.
Those articles that need mending and those, which are heavily stained, may be segregated
and put into separate canvas bags.
3. Kemasan
Linen dikemas dalam tas kanvas untuk mencegah kerusakan pada transit ke artikel linen. Artikel-artikel yang perlu memperbaiki dan orang-
orang, yang berat bernoda, mungkin dipisahkan dan dimasukkan ke dalam tas kanvas terpisah.

4. Despatch
The time for off-premises laundry despatch is usually anytime between 13:00 hrs and
16:00 hrs so that servicing of rooms is over by then and guest laundry will have been
collected.
4. Despatch
Waktu untuk off-tempat pengiriman laundry biasanya kapan saja antara jam 13.00 dan 16:00 WIB sehingga pelayanan kamar adalah lebih
kemudian dan tamu laundry akan telah dikumpulkan.

5. Deliveries
Clean linen is delivered back in the morning hours and evening deliveries are usually
for guest laundry.
5. Pengiriman
kain bersih disampaikan kembali pada pagi hari dan pengiriman malam biasanya untuk tamu laundry.

6. Checking and Inspection

Checking the quantity to ensure that the amount of laundered linen tallies with the
amount of soiled linen articles sent and as well as inspection of the quality of wash.
6. Pemeriksaan dan Pemeriksaan
Memeriksa kuantitas untuk memastikan bahwa jumlah penghitungan linen dicuci dengan jumlah artikel linen kotor mengirim dan serta pemeriksaan
kualitas wash.

7. Storage
The amount of space to be allocated for storage depends on the size and type of
operation and the quantum of linen supplies. When designing the storage space for linen it is
necessary to consider the type of shelves required, the method of storage as well as hygiene
and safety factors.
7. Penyimpanan
Jumlah ruang yang akan dialokasikan untuk penyimpanan tergantung pada ukuran dan jenis
operasi dan kuantum persediaan linen. Ketika merancang ruang penyimpanan untuk linen perlu mempertimbangkan jenis rak diperlukan, metode
penyimpanan serta kebersihan dan keamanan faktor.

8. Repairs and Alteration

Damaged items are mended by stitching or darning. Alteration of uniforms for correct
fit is usual. Condemned linen is converted into useful items called cut-downs / makeovers.
8. Perbaikan dan Perubahan
item yang rusak diperbaiki dengan cara dijahit atau penjerumat. Perubahan seragam untuk benar fit biasa. Mengutuk linen diubah menjadi barang yang
berguna disebut cut-down / makeover.

9. Distribution to Various Departments

This is generally done on a clean-for-dirty basis. Some hotels use other systems of
exchange such as topping up or a fixed issue based on expected occupancy. In some hotels
specific timings are fixed for issue of linen.
9. Distribusi untuk Berbagai Departemen
Hal ini umumnya dilakukan secara bersih-untuk-kotor. Beberapa hotel menggunakan sistem lain dari
pertukaran seperti topping atau masalah tetap berdasarkan hunian diharapkan. Dalam beberapa hotel timing tertentu tetap untuk masalah linen.

10. Stock-taking and Records

Many records are entered on a day-to-day basis for the exchange of linen between the
linen room, laundry and floors / departments. Purchase records are essential and records
of condemned linen and makeovers ar usually maintained. Periodical stocktaking is carried
out and the annual stocktaking is recorded in the stock register, thereby providing the value

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of linen as an asset. Stock records also help generate purchase orders for replacement of lost
or condemned articles.
10. Bursa-taking dan Rekaman
Banyak catatan yang dimasukkan pada sehari-hari untuk pertukaran linen antara
ruang linen, laundry dan lantai / departemen. catatan pembelian penting dan catatan
dari mengutuk linen dan makeover ar biasanya dijaga. inventarisasi berkala dilakukan dan inventarisasi tahunan dicatat dalam saham mendaftar,
sehingga memberikan nilai linen sebagai aset. catatan saham juga membantu menghasilkan pesanan pembelian untuk penggantian artikel hilang atau
dikutuk.

11. Security
It is important that the access to the linen room is restricted so as to prevent misuse
and pilferage and to guard against fire breakouts. Linen room is strictly a nonsmoking area.
11. Keamanan
Adalah penting bahwa akses ke ruang linen dibatasi sehingga mencegah penyalahgunaan
dan pencurian dan untuk mencegah jerawat api. ruang linen ketat area merokok.

5.2.2 Hours of Operation

This varies from one organization to another but is usually from 7 a.m. to 7 p.m. or at least
for 10 hours in the day. In the event of an urgent requirement of linen during the night, the
Duty Manager or the Night Houseperson may supply the items from an emergency store or
from the main Linen Room and leave a note with details of what has been removed.
Ini bervariasi dari satu organisasi ke yang lain, tetapi biasanya 07:00-19:00 atau setidaknya selama 10 jam dalam sehari. Dalam hal kebutuhan yang
mendesak dari kain pada malam hari, manajer tugas atau Houseperson Malam dapat memasok barang-barang dari toko darurat atau dari kamar Linen
utama dan meninggalkan catatan dengan rincian dari apa yang telah dihapus.

5.2.3 Location of the Linen Room

The linen room is generally located:

adjacent to the laundry if on-premises, usually with an interconnecting door between the
rooms,
near the service entrance if the laundry is off-premises,
near the service elevator for easy transportation to various units,
away from the food production area to avoid a fire hazard as well as prevent linen from
absorbing food odours, smoke, soot and dampness.
Ruang linen umumnya berada:
adjacent ke binatu jika lokal, biasanya dengan pintu interkoneksi antara kamar,
near pintu masuk layanan jika cucian off-tempat,
near layanan lift untuk transportasi mudah untuk berbagai unit,
away dari daerah produksi pangan untuk menghindari bahaya kebakaran serta mencegah kain dari menyerap bau makanan, asap, jelaga dan
kelembaban.
5.2.4 Linen Room Requirements

The following are the requirements of the linen room:

storage shelves both open and closed
hanging space
reserve Stock storage
drop counter for exchange of linen (stable-type door)
trollies for transport of clean linen
soiled linen hampers
Linenkeeper’s desk and storage space for records
telephone and computer
stepladder
washbasin
storage for materials required to clean the room
sink and drying rack (optional)
iron and ironing board
area for accumulation of soiled linen
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 area for receiving laundered linen
area for sorting and counting of linen
sewing section
work tables (with table tops in contrast to white)
traffic lane to laundry
traffic lane to uniform room
Berikut ini adalah persyaratan ruang linen:
• rak storage baik terbuka dan tertutup
• ruang hanging
• Penyimpanan reserve Stock
• drop meja untuk pertukaran linen (stabil-jenis pintu)
• trollies untuk transportasi dari kain bersih
• menghambat linen soiled
• Linenkeeper Meja dan ruang penyimpanan untuk catatan
• telephone dan komputer
• stepladder
• washbasin
• storage untuk bahan yang dibutuhkan untuk membersihkan kamar
• sink dan pengeringan rak (opsional)
• iron dan setrika papan
• area untuk akumulasi linen kotor
• area untuk menerima linen dicuci
• area untuk menyortir dan menghitung linen
• Bagian sewing
• work tabel (dengan puncak meja berbeda dengan putih)
• jalur traffic untuk laundry
• jalur traffic ke kamar seragam

5.2.5 Planning the Layout of Linen Room

Like the planning of any other operational area, the following must be considered:
1. Architectural features
2. Hygiene and safety aspects
3. Activity areas.
Seperti perencanaan area operasional lainnya, berikut ini harus dipertimbangkan:
1. fitur Arsitektur
2. Kebersihan dan aspek keselamatan
3. daerah Activity.

5.3 SELETION CRITERIA FOR LINEN ITEMS

Each individual piece of linen requires special consideration in terms of quality, type and
size, besides cost.

5.3.1 Bed Linen

i) Bedsheets

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 Should have a good finish, usually with a slight lustre, and be made from a non-crease
fabric so as to retain its appearance. For comfort, the texture should be soft and smooth,
absorbent and free from static. They should be easily laundrable and the fabric should not
fade in colour under repeated washes. Superior quality bedsheets made from linen are
expensive and not easily available. More frequently used are combinations of natural and
man-made fibres like polyester cotton or terry-cot. The introduction of a man-made fibre
increases durability and makes laundering easier and 65% of cotton and 35% man-made
combinations are the best. Blended no-iron sheets must be folded while still warm from the
tumbler to eliminate creasing. The crinkle sheet or night sheet is made from cotton
seersucker. Fitted sheets are unpopular as they have more disadvantages than advantages. A
sheet should be large enough to be tucked in securely all around the mattress.
Harus memiliki akhir yang baik, biasanya dengan kilau sedikit, dan dibuat dari kain non-lipatan sehingga untuk mempertahankan penampilannya.
Untuk kenyamanan, tekstur harus lembut dan halus, penyerap dan bebas dari statis. Mereka harus mudah laundrable dan kain tidak harus memudar
dalam warna di bawah mencuci berulang. seprei kualitas unggul terbuat dari linen yang mahal dan tidak mudah tersedia. Lebih sering digunakan adalah
kombinasi dari serat alami dan buatan manusia seperti katun polyester atau terry-pondok. Pengenalan serat buatan manusia meningkatkan daya tahan
dan membuat pencucian lebih mudah dan 65% dari katun dan 35% kombinasi buatan manusia adalah yang terbaik. Dicampur ada besi lembaran harus
dilipat saat masih hangat dari tumbler untuk menghilangkan kusut. Lembar crinkle atau malam lembar terbuat dari katun seersucker. lembar dipasang
tidak populer karena mereka memiliki banyak mudarat ketimbang manfaat. Selembar harus cukup besar untuk terselip di aman di sekitar kasur.

ii) Pillowcases

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These are generally made from the same fabric as that of the bed linen. The housewife tuck-
in type is now rapidly being replaced by the longer bag-type which is folded in at the open
end.
Ini umumnya terbuat dari kain yang sama seperti yang dari sprei. Ibu rumah tangga jenis tuck-in sekarang cepat digantikan oleh lagi tas-jenis yang
dilipat di akhir terbuka.
iii) Blankets

These need to adhere to the body in order to provide warmth. In order to be comfortable, they
should be soft, smooth and resilient and not too heavy or expensive. To cut costs, improve
launderability and prevent attack by insects, wool is often blended with a synthetic fibre
(acrylic) and the percentage of woollen fibre is mentioned on the label. A less durable
alternative is made from nylon fibres. This is suitable for those who are allergic to wool.
Electric blankets are uncommon in Indian and are difficult to maintain and anchor to prevent
pilferage.
Ini perlu mematuhi tubuh untuk memberikan kehangatan. Agar nyaman, mereka harus lembut, halus dan ulet dan tidak terlalu berat atau mahal. Untuk
memotong biaya, meningkatkan launderability dan mencegah serangan serangga, wol sering dicampur dengan serat sintetis (akrilik) dan persentase
serat wol disebutkan pada label. Sebuah alternatif yang lebih tahan lama terbuat dari serat nilon. Ini cocok untuk mereka yang alergi terhadap wol.
selimut listrik jarang terjadi di India dan sulit untuk mempertahankan dan jangkar untuk mencegah pencurian.

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5.3.2 Soft Furnishing

i) Duvets

Duvets have become increasingly popular in hotels and are fast replacing the blanket,
especially on double beds. They consist of a filling sandwiched or stitched in a fabric case
with a changeable cover. The fillers may be duck / goose down, a feather mix or a
combination of the two. The down feathers are the small, fluffy feathers from beneath the
wings and the breast of the fowl. Goose down is superior and lightweight because of the
hollow quills. The well-known Eider goose and Siberian goose down are the best. Although
they are warmer, professional cleaning is necessary and they are heavier and more expensive
than their synthetic counterparts. The synthetic filling is usually of polyester fibres. These
duvets are lighter and can be washed in large-capacity washing machines. Casings can be
cotton cambric or synthetic fabric but must have a close weave to keep the filling in place. It
is essential for the duvet to have an outside cover. To save laundry costs and labour, it is
advisable to provide a covering sheer in conjunction with the duvet cover.
Selimut telah menjadi semakin populer di hotel dan cepat menggantikan selimut, terutama di tempat tidur ganda. Mereka terdiri dari mengisi terjepit
atau dijahit dalam kasus kain dengan penutup berubah. Pengisi mungkin bebek / angsa, campuran bulu atau kombinasi dari keduanya. Bulu-bulu bawah
adalah kecil, bulu halus dari bawah sayap dan dada unggas. Angsa bawah lebih unggul dan ringan karena duri berongga. The Eider angsa terkenal dan
angsa Siberia bawah adalah yang terbaik. Meskipun mereka lebih hangat, membersihkan profesional diperlukan dan mereka lebih berat dan lebih mahal
daripada rekan-rekan sintetik mereka. Mengisi sintetis biasanya dari serat polyester. selimut ini lebih ringan dan bisa dicuci di mesin cuci berkapasitas
besar. Casing dapat katun mori atau kain sintetis tetapi harus memiliki menenun dekat untuk menjaga mengisi di tempat. Hal ini penting untuk selimut
untuk memiliki penutup luar. Untuk menghemat biaya laundry dan tenaga kerja, disarankan untuk memberikan belaka meliputi bersama dengan selimut
penutup.

ii) Bedspread / Bedcover / Counterpane

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 These are purchased with due consideration for appearance, durability and size. The
colour and print should match the décor, and soil should not show easily. The fabric should
drape well and not crease easily. Readymade bedcovers lack individuality so they are usually
stitched and a number of styles are possible. Bedcovers should be
interchangeable wherever possible. The amount of fabric required to stitch a single bedspread
is approx. 8 metres.
Ini dibeli dengan pertimbangan untuk penampilan, daya tahan dan ukuran. Warna dan cetak harus sesuai dekorasi, dan tanah tidak harus menunjukkan
dengan mudah. kain harus menggantungkan baik dan tidak luntur dengan mudah. bedcover readymade kekurangan individualitas sehingga mereka
biasanya dijahit dan sejumlah gaya yang mungkin. Bedcover harus
dipertukarkan sedapat mungkin. Jumlah kain yang diperlukan untuk menjahit seprai tunggal adalah kira-kira. 8 meter.
iii) Curtains / Draperies

These are also purchased considering appearance, durability and size. Sheer curtains / net
curtains / glass curtains combined with heavy draperies are usual in a guest room. This
combination allows light to pass through and facilitates privacy as well. Sheer curtains are
generally made from synthetic / blended net or lace or from plain nylon or terylene. It is
advisable to use a fire-resistant finish or fabric for these curtains. A heavy fabric is usual for
public areas and a lighter one in the guest rooms.

iv) Cushion Covers and Upholstery

Like the rest of the soft furnishings, these must also match the décor. It is also important that
they are resistant to dirt, accumulation of dust and sagging. The fabric should be non-slip
without being rough and free from static so that it does not cling to customer’s clothes. It also
should not lose lint or colour easily. Cushion covers should be laundrable and non-crease.

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Upholstery fabrics should not stretch after they have been fitted. In both cases the fabric
should be firm with a close weave. This however is more applicable in the case of upholstery
and in most cases the fabric has a jute backing.
Ini juga membeli mempertimbangkan penampilan, daya tahan dan ukuran. Sheer tirai / tirai net / tirai kaca yang dikombinasikan dengan tirai berat yang
biasa di ruang tamu. Kombinasi ini memungkinkan cahaya untuk melewati dan memfasilitasi privasi juga. tirai umumnya terbuat dari sintetis / net
dicampur atau renda atau dari nylon polos atau terylene. Dianjurkan untuk menggunakan finish tahan api atau kain untuk tirai ini. Sebuah kain berat
biasanya untuk area publik dan satu lebih ringan di kamar tamu.

iv) Cushion Covers dan Pelapis

Seperti sisa soft furnishing, ini juga harus sesuai dekorasi. Hal ini juga penting bahwa mereka tahan terhadap kotoran, akumulasi debu dan kendur. Kain
harus non-slip tanpa kasar dan bebas dari statis sehingga tidak melekat pada pakaian pelanggan. Hal ini juga seharusnya tidak kehilangan benang atau
warna dengan mudah. Bantal selimut harus laundrable dan non-lipatan.
Pelapis kain seharusnya tidak peregangan setelah mereka telah dipasang. Dalam kedua kasus kain harus tegas dengan menenun dekat. Namun ini lebih
berlaku dalam kasus pelapis dan dalam kebanyakan kasus kain memiliki backing goni.

1.3.3 Bath Linen

Requires to be gentle on the skin, with a high degree of absorbency and lint-free.
Linen or cotton are the fibres from which the towels are made. Bath towels are invariably
made from Turkish towelling using a pile weave known as theTerry weave. The loops of the
towels should be at least 1/8” high for good absorbency. When selecting Turkish towels hold
them against the light to find out how close the basic weave is. Coloured and patterned
towels may be selected for public areas like the swimming pool, health club or beauty
parlour, largely for identification. White towels are preferred to coloured ones, especially for
the bath rooms.
Membutuhkan menjadi lembut pada kulit, dengan tingkat tinggi serap dan bebas serat. Linen atau katun adalah serat dari mana handuk dibuat. Handuk
mandi selalu dibuat dari handuk Turki menggunakan menenun tumpukan dikenal sebagai menenun theTerry. Loop dari handuk harus minimal 1/8
"tinggi untuk serap yang baik. Ketika memilih handuk Turki menahan mereka terhadap cahaya untuk mengetahui seberapa dekat menenun dasar.
Coloured dan handuk bermotif dapat dipilih untuk tempat-tempat umum seperti kolam renang, klub kesehatan atau salon kecantikan, terutama untuk
identifikasi. Handuk putih lebih disukai untuk yang berwarna, terutama untuk kamar mandi.

5.3.4 Napery

i) Table Linen

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 The fabric selection is largely dependent on its laundrability. Stain removal should be
possible and it must have the ability to retain colour and shape. As far as appearance is
concerned, it should match the décor and have a lustre for a good finish. Linen is better than
cotton but very expensive. Starched cotton casement is commonly used. Tablecloths should
hang 9” over the edge of the table. Sizes vary according to the size of the table.
Pemilihan kain sebagian besar tergantung pada laundrability nya. penghapusan noda harus mungkin dan harus memiliki kemampuan untuk
mempertahankan warna dan bentuk. Sejauh penampilan yang bersangkutan, itu harus sesuai dekorasi dan memiliki kilau untuk finish yang baik. Linen
lebih baik dari kapas tapi sangat mahal. Kaku kapas tingkap umumnya digunakan. Taplak meja harus menggantung 9 "di tepi meja. Ukuran bervariasi
sesuai dengan ukuran meja.

ii) Moultans
Where the dining tables, do not have a baize top attached, baize cloth such as multans may be
used.
Di mana meja makan, tidak memiliki baize atas terpasang, kain baize seperti multans dapat digunakan.
ii) Banquet Frills (Juponé)

These are coloured and lustrous, usually made from satin or rayon which may be plain or
patterned. The pleats may be stitched or pleating may be done when draping the table. Varied
styles may be used when draping which will affect the length of fabric required. The width of
the fabric must correspond with the height of the table.
Ini berwarna dan berkilau, biasanya terbuat dari satin atau rayon yang mungkin polos atau bermotif. Lipatannya dapat dijahit atau pleating dapat
dilakukan bila mengalungkan meja. gaya bervariasi dapat digunakan saat mengalungkan yang akan mempengaruhi panjang kain yang dibutuhkan.
Lebar kain harus sesuai dengan ketinggian meja.

5.4 PURCHASE OF LINEN

There are three major factors to be considered when purchasing linen:

1. Quantity The quantity of linen purchased is largely dependent on the following factors:
Size of the establishment
Standard of the organization (will determine frequency of change)
Turnover or occupancy
Laundering facility

Generally a hotel should have a minimum of three sets of linen. Linen Coverage is a term
used to refer to the total number of sets of linen maintained by the hotel and their
distribution. The number of sets of linen in the inventory is also referred to in
terms of ‘par’.
1. Kuantitas Jumlah linen yang dibeli sebagian besar tergantung pada faktor-faktor berikut:

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• Size pembentukan
• Standard organisasi (akan menentukan frekuensi perubahan)
• Turnover atau hunian
• Fasilitas Laundering

Umumnya hotel harus memiliki minimal tiga set linen. Linen Cakupan adalah istilah yang digunakan untuk merujuk pada jumlah set linen dikelola oleh
hotel dan distribusi mereka. Jumlah set linen dalam persediaan juga disebut di
hal 'par'.

2. Quality The best quality linen must be selected within the available budget. To select
good quality linen, it is necessary to give due importance to:
Fibre selection and quality of yarn
Thread count - the total number of warps & wefts in 1sq. in. of gray goods
fabric. The total thread count should be above 150.
Finishes especially colour fastness
reputed manufacturers.
It is advisable to obtain samples and launder them to observe the effects of laundering before
placing a purchase order.
2. Kualitas kain kualitas terbaik harus dipilih dengan anggaran yang tersedia. Untuk memilih kain berkualitas baik, perlu untuk memberikan pentingnya
karena:
• pilihan Fibre dan kualitas benang
• Thread menghitung - jumlah total warps & wefts di 1sq. di. kain barang abu-abu. Total thread count harus di atas 150.
• Finishes terutama tahan luntur warna
• reputed produsen.
Dianjurkan untuk mendapatkan sampel dan mencuci mereka untuk mengamati efek pencucian sebelum menempatkan pesanan pembelian.

3. Size Purchasing linen of the correct size is extremely important as wrong sizes can affect
appearance and even hamper operations, besides avoidable wastage and loss of money.
3. Ukuran Pembelian linen dari ukuran yang benar sangat penting karena ukuran yang salah dapat mempengaruhi penampilan dan bahkan menghambat
operasi, selain pemborosan dihindari dan kehilangan uang.

5.4.1 Rules for Linen Purchase

i) Look for a firm smooth weave and strong selvedge.
ii) Check for the amount of ‘dressing’ that falls out from the fabric when rubbed
together.
iii) Machining should be strong (10 to 15 stitches per inch).
iv) Obtain samples and test for laundering effects i.e. shrinkage, loss of shape, colour,
etc.
v) Buy in bulk to avail of discount.
vi) Stagger supply to overcome / avoid storage problems.
vii) Large orders should be marked or monogrammed by the supplier.
viii) Select a supplier on the same level as your organization, preferably with a reliable
reference.
ix) Accurate specifications must be provided when placing orders, particularly with
reference to size.
x) Orders should be placed well in advance to give time so that the specifications may
be met with.
xi) A good rapport with the supplier is essential especially with regard to credit
facilities
xii) A Purchase Index Card must be maintained for every linen item in stock. Some
hotels use computers for convenience The purpose of a purchase index card is to:
Indicate purchases between current and previous stocktaking.
Provide a record of condemned articles.
Act as a ready reference for ordering, also indicating the level of reserve stock.
Provide a means of judging the life span of linen article.
i) Carilah menenun halus tegas dan tepi tenunan yg dianyam kuat.

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ii) Periksa jumlah 'ganti' yang jatuh keluar dari kain ketika digosok bersama-sama.
iii) Machining harus kuat (10 sampai 15 jahitan per inch).
iv) Mendapatkan sampel dan uji efek pencucian yaitu susut, kehilangan bentuk, warna, dll
v) Beli dalam jumlah besar untuk memanfaatkan diskon.
vi) Stagger pasokan untuk mengatasi / menghindari masalah penyimpanan.
vii) pesanan besar harus ditandai atau monogram oleh pemasok.
viii) Pilih pemasok pada tingkat yang sama seperti organisasi Anda, sebaiknya dengan referensi terpercaya.
ix) spesifikasi akurat harus diberikan ketika menempatkan pesanan, terutama dengan mengacu pada ukuran.
x) Pesanan harus ditempatkan baik di muka untuk memberikan waktu sehingga spesifikasi dapat bertemu dengan.
xi) Sebuah hubungan yang baik dengan pemasok penting terutama berkaitan dengan fasilitas kredit
xii) A Indeks Kartu Pembelian harus dipertahankan untuk setiap item linen di saham. Beberapa hotel menggunakan komputer untuk kenyamanan
Tujuan dari kartu indeks pembelian adalah untuk:
• Indicate pembelian antara inventarisasi saat ini dan sebelumnya.
• Provide catatan artikel dikutuk.
• Act sebagai referensi siap untuk memesan, juga menunjukkan tingkat stok cadangan.
• Provide sarana menilai masa hidup dari artikel linen.

Figure 5.2 Purchase Index Card

5.5 LINEN CYCLE

Figure 5.3 The Linen Cycle

5.6 CONTROL OF LINEN

Control of linen falls in three areas of activity:

1. Hygienic standard and appearance of linen.
2. Daily routine exchange of linen between floors and departments, linen room and laundry.
3. Purchase records, inventories, stock-taking and stocktaking records.
Handling linen from purchase to use to laundering and storage before it is used again is a
difficult task requiring much expertise as well as close supervision. Each system has its own
merits and linen control must be balanced against saving time and wages/ money. Primarily,
purchase records must be correctly maintained as they form the basis of stock taking. Daily
records keep a track of linen on a day-to-day basis. It is also necessary to maintain a record
of condemned linen and any remakes from these discarded items to provide a clear picture
during stocktaking.
Pengendalian linen jatuh dalam tiga bidang kegiatan:
1. standar higienis dan penampilan linen.
2. pertukaran rutin harian linen antara lantai dan departemen, ruang linen dan laundry.
3. Pembelian catatan, persediaan, saham-taking dan catatan inventarisasi.
Penanganan linen dari pembelian digunakan untuk pencucian dan penyimpanan sebelum digunakan lagi adalah tugas yang sulit yang membutuhkan
banyak keahlian serta pengawasan yang ketat. Setiap sistem memiliki sendiri
manfaat dan kontrol linen harus seimbang terhadap menghemat waktu dan upah / uang. Terutama, catatan pembelian harus dipertahankan dengan benar
karena mereka membentuk dasar dari pengambilan saham. catatan harian menyimpan lagu dari linen pada sehari-hari. Hal ini juga diperlukan untuk
mempertahankan catatan linen mengutuk dan setiap remake dari barang-barang dibuang untuk memberikan gambaran yang jelas selama inventarisasi.

5.6.1 Stock Taking

Stock taking is counting what you have (actual or physical stock) and comparing it
with what you are supposed to have (book or recorded stock). It is an essential activity that
must be carried out at regular intervals. Any discrepancies should be accounted for and
adjusted in the records. It is an operational necessity in order to be able to predict future
requirements. Stocktaking acts as a control measure by highlighting discrepancies, thereby
prompting
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investigation. It also acts as a deterrent against pilferage. It also ensures rotation of stocks as
well as helps to generate purchase orders as replacements to cover shortages.
Stock taking menghitung apa yang Anda miliki (saham aktual atau fisik) dan membandingkannya dengan apa yang Anda seharusnya memiliki (buku
atau direkam saham). Ini adalah kegiatan penting yang harus dilakukan secara berkala. Setiap perbedaan harus diperhitungkan dan disesuaikan dalam
catatan. Ini adalah kebutuhan operasional agar dapat memprediksi kebutuhan masa depan. Inventarisasi bertindak sebagai ukuran kontrol dengan
menyoroti perbedaan, sehingga mendorong
penyelidikan. Hal ini juga bertindak sebagai pencegah terhadap pencurian. Ini juga menjamin rotasi saham serta membantu untuk menghasilkan
pesanan pembelian sebagai pengganti untuk menutupi kekurangan.
Procedure for Linen Stock Taking:
Departments concerned must be intimated at least one day in advance. All linen must
be counted on the same day or at least the similar type linen is counted at a time (Room
Linen is separated from F & B Linen), so as to prevent ‘borrowing’ to make up deficiencies.
A convenient time is chosen when all linen movement can be halted without causing too
much of a problem to the operations.

Figure 5.4 Linen Stock Register

5.7 LINEN HIRE

Hiring linen is uncommon in India, but many hotels in other parts of the world do not
purchase linen, and prefer to hire laundered linen from a hiring company. Linen hire
companies supply clean linen to hotels on a rental basis on contract. The system has both
advantages and disadvantages.
Mempekerjakan linen jarang di India, tapi banyak hotel di bagian lain dunia tidak membeli linen, dan lebih memilih untuk menyewa linen dicuci dari
perusahaan mempekerjakan. Linen menyewa perusahaan menyediakan linen bersih untuk hotel di dasar sewa kontrak. Sistem ini memiliki kelebihan
dan kekurangan.

Advantages:
• Initial purchase investment is eliminated.
• No laundering of linen is necessary.
• Less storage space.
• Less staff which means fewer salary cheques to pay.
• No need to order linen, so linen purchase function is eliminated.
• No repairing of linen by the hotel/ small tailoring department.
• It is ideal for spasmodic trade such as seasonal hotels, by avoiding capital
expenditure and the need to store seldom/ sparingly used linen.
• Linen hire charges may be no greater than the combineddepreciation and laundering
costs.
Keuntungan:
• investasi pembelian awal dihilangkan.
• Tidak ada pencucian linen yang diperlukan.
• ruang penyimpanan Kurang.
• Kurang staf yang berarti cek gaji lebih sedikit untuk membayar.
• Tidak perlu untuk memesan linen, sehingga fungsi pembelian linen dihilangkan.
• Tidak ada perbaikan dari linen oleh hotel / departemen menjahit kecil.
• Ini sangat ideal untuk perdagangan spasmodik seperti hotel musiman, dengan menghindari belanja modal dan kebutuhan untuk menyimpan jarang /
hemat digunakan linen.
• Biaya menyewa Linen mungkin tidak lebih besar dari biaya combineddepreciation dan pencucian.

Disadvantages:
• No individuality.
• Choice is limited – the linen specifications, sizes and standards may be different from
those required by the hotel.
• No cut-downs or makeovers possible.
• Damages have to be paid for, usually at a higher rate.
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 • The hotel is totally dependent on the hiring company.
• There is no control over the quality of wash.
• Linen supply may be affected by bad weather or strikes causing a breakdown in
operations.
• If low occupancy, there is a loss due to unused linen.
• Excess / emergency requirement is charged at the current rate.
• Guest laundry will have to be dealt with or co-ordinated with a commercial laundry.

kekurangan:
• Tidak ada individualitas.
• Pilihan terbatas - linen spesifikasi, ukuran dan standar mungkin berbeda dari yang dibutuhkan oleh hotel.
• Tidak ada cut-down atau makeover mungkin.
• Kerusakan harus dibayar, biasanya pada tingkat yang lebih tinggi.
• Hotel ini benar-benar tergantung pada perusahaan mempekerjakan.
• Tidak ada kontrol atas kualitas wash.
• pasokan Linen dapat dipengaruhi oleh cuaca buruk atau pemogokan menyebabkan gangguan dalam operasi.
• Jika hunian rendah, ada kerugian karena linen tidak terpakai.
• persyaratan Kelebihan / darurat dibebankan pada tingkat saat ini.
• laundry Tamu harus ditangani atau dikoordinasikan dengan laundry komersial.

5.8 UNIFORM
Providing uniforms for hotel staff is one way of ensuring proper grooming, thereby
reflecting the standard of the hotel and creating a good impression on the guest. Having an
uniform and enables the guest to identify staff and their position in the organization. To the
employee, it is a status symbol, creating a sense of belonging and thereby boosting employee
morale. Apart from the aesthetic appeal, uniforms are frequently designed to suit the task that
is carried out. Uniforms may be of standard sizes or made-to-measure. Made-to-measure
uniforms look smart and are essential for senior staff. Standard sizes lower the total
requirement of uniforms but may be ill-fitting and do not look as smart. The number of sets
of uniforms provided is dependent on the nature of the tasks being performed and whether
the organization has an on or off-premises laundry. Uniforms are a large investment and the
cost does not end withpurchase. Maintenance and replacement also have to be considered.

When designing an uniform, the functional, comfortable, practical as well as the

aesthetic aspect, durability and laundrability must be considered. The uniform must
harmonize with the décor. The usual system for exchange is clean-for-dirty and the timings.
Some hotels have specific days for different departments to facilitate streamlining laundry
and uniform room operations. When planning the layout of the Uniform Room, it must be
borne in mind that some uniforms will be kept on hangers while others will be folded.
Consequently the storage space must include hanging space as well as shelves. The uniforms
must be segregated according to the department. The Uniform Room usually incorporates the
sewing section and in some organizations both these areas are sections in the Linen Room
due to their inter-related functions.
It is advisable to have a trial room that may double up as an emergency changing
room if the need arises. For operational convenience, space must be
allocated for uniform attendants to be positioned at the exchange counter, where they can
enter the necessary records. Adequate hampers into which soiled uniforms can be segregated
and deposited, as well as trolleys for hanging and folded uniforms are also an operational
necessity. Uniforms play a very crucial role in establishing and reinforcing the image of a
hotel or restaurant. After all, other aspects of housekeeping are inanimate, material things. It
is the people who bring warmth and friendliness into these spaces and these people are the
employees of the hotel. Ill-conceived, and poorly co- ordinated uniforms worn by hotel staff
can create a jarring note in the entire image projected by the hotel.
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Menyediakan seragam untuk staf hotel adalah salah satu cara untuk memastikan perawatan yang tepat, sehingga mencerminkan standar hotel dan
menciptakan kesan yang baik pada tamu. Memiliki seragam dan memungkinkan tamu untuk mengidentifikasi staf dan posisi mereka dalam organisasi.
Untuk karyawan, itu adalah simbol status, menciptakan rasa memiliki dan dengan demikian meningkatkan semangat kerja karyawan. Terlepas dari
estetika, seragam sering dirancang untuk memenuhi tugas yang dilakukan. Seragam mungkin ukuran standar atau ukuran yang dibuat-to-. Dibuat-
untuk-mengukur seragam terlihat pintar dan sangat penting untuk staf senior. ukuran standar menurunkan total kebutuhan seragam tetapi mungkin tidak
pas dan tidak terlihat pintar. Jumlah set seragam yang disediakan tergantung pada sifat dari tugas yang dilakukan dan apakah organisasi memiliki atau
off-tempat laundry. Seragam adalah investasi yang besar dan biaya tidak berakhir withpurchase. Pemeliharaan dan penggantian juga harus
dipertimbangkan.

Ketika merancang seragam, fungsional, nyaman, aspek praktis serta estetika, daya tahan dan laundrability harus dipertimbangkan. seragam harus
selaras dengan dekorasi. Sistem yang biasa untuk pertukaran bersih-untuk-kotor dan timing. Beberapa hotel memiliki hari khusus untuk departemen
yang berbeda untuk memfasilitasi merampingkan laundry dan operasi ruang seragam. Ketika merencanakan tata letak ruang Uniform, harus diingat
bahwa beberapa seragam akan terus gantungan sementara yang lain akan dilipat. Akibatnya ruang penyimpanan harus mencakup menggantung ruang
serta rak. Seragam harus dipisahkan menurut departemen. Ruang Uniform biasanya menggabungkan bagian jahit dan di beberapa organisasi kedua
wilayah ini bagian di Ruang Linen karena fungsi yang saling terkait mereka.
Dianjurkan untuk memiliki ruang sidang yang mungkin ganda sebagai ganti ruang gawat darurat jika diperlukan. Untuk kenyamanan operasional, ruang
harus
dialokasikan untuk petugas seragam untuk diposisikan di counter pertukaran, di mana mereka dapat memasukkan catatan yang diperlukan. menghambat
memadai menjadi yang kotor seragam dapat dipisahkan dan disimpan, serta troli untuk menggantung dan seragam dilipat juga merupakan kebutuhan
operasional. Seragam memainkan peran yang sangat penting dalam membangun dan memperkuat citra hotel atau restoran. Setelah semua, aspek lain
dari rumah tangga yang mati, hal-hal materi. Ini adalah orang-orang yang membawa kehangatan dan keramahan dalam ruang ini dan orang-orang ini
adalah karyawan hotel. Disalahpahami, dan seragam ordinasi buruk bersama dikenakan oleh staf hotel dapat membuat catatan menggelegar di seluruh
gambar yang diproyeksikan oleh hotel.

5.8.1 Types of Uniforms Used

Aprons For cooks and utility workers Blouses For Housekeeping, Front office lady
staff and Hostesses. Belt For parking attendant, doorman and lady captain
Bell Bottoms For room attendant. Health club and lady staff Bush Shirts For health club,
laundry and pool area staff Bows For managers – black Dungarees For engineering
technicians and housemen Caps For parking attendants, drivers, utility workers
and cooks Coats For stewards, cooks, utility workers, captains, receptionists, gardeners and
housemen Gumboots For kitchen stewarding, laundry, horticulture and engineering staff.
Jackets For bell captains and restaurant captains Rubber Slippers For the silver polisher
Kameez / Kurta For room attendants and health club masseuse Ladies Shoes For room
attendants Long Coats For the cashier, laundry supervisor, house doctor and kitchen stewards
Woollen Overcoat For security personnel Pullover For security and horticulture personnel
Raincoat For doormen, parking attendants and security personnel Scarf For cooks Saree For
hostess, housekeeping supervisors and front office staff Salwaars For room attendants Shoes
Leather For doormen and parking attendants Loafers For markers, housemen, security
guards, kitchen personnel, engineering technicians Trousers For cooks, utility workers,
stewards, captains, receptionists lobby staff, maners Turbans For the doorman Turras For the
doorman Ties For managers and front-of-the-house personnel Umbrellas For security
personnel, parking attendants and doormen.
Celemek Untuk koki dan pekerja utilitas Blus Untuk Housekeeping, Front staf kantor wanita dan hostes. Belt Untuk petugas parkir, penjaga pintu dan
kapten wanita
Bell Bottoms Untuk ruangan petugas. Klub kesehatan dan staf wanita Bush Shirts Untuk klub kesehatan, laundry dan kolam renang staf Busur Untuk
manajer - Dungarees hitam Untuk teknisi dan Caps housemen Untuk petugas parkir, driver, pekerja utilitas
dan memasak Coats Untuk pelayan, koki, pekerja utilitas, kapten, resepsionis, tukang kebun dan housemen gumboots Untuk dapur stewarding, laundry,
hortikultura dan staf teknik.
Jaket Untuk Kapten bell dan restoran kapten Karet Sandal Untuk polisher perak
Kameez / Kurta Untuk kamar pembantu dan klub kesehatan pemijat wanita Sepatu Untuk kamar pembantu Panjang Coats Untuk kasir, pengawas
laundry, dokter rumah dan pelayan dapur
Kaos Overcoat Untuk personel keamanan pullover Untuk keamanan dan hortikultura personil
Jas hujan Untuk penjaga pintu, petugas parkir dan petugas keamanan Scarf Untuk koki Saree Untuk nyonya rumah, pengawas rumah tangga dan staf
kantor depan Salwaars Untuk kamar pembantu Sepatu Kulit Untuk penjaga pintu dan petugas parkir Loafers Untuk spidol, housemen, penjaga
keamanan, personil dapur, teknisi Celana Untuk koki , pekerja utilitas, pelayan, kapten, resepsionis lobi staf, maners Sorban Untuk doorman Turras
Untuk Ties doorman Untuk manajer dan depan-of-the-house Payung personel Untuk petugas keamanan, petugas parkir dan penjaga pintu.

CHECK YOUR PROGRESS

1. List out the activities of the linen room.
2. What are duvets?

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 3. What are the factors that need to be considered while purchasing linen?
4 What do you mean by stock taking?

5.9 LET US SUM UP

In this lesson, we looked into various aspects of the linen room planning, layout,
location and activities. We further learnt about the inventory maintenance and its
functioning. Detailed information relating to selection criteria for linen, various linen items
that go into bed spreads, blankets, pillow cases, upholstery, curtains, bath room accessories
including towels of various kinds and sizes were presented, covering their purchase, stock-
up, supply and cleaning. Also in this lesson, we dealt in detail with the supply of various
linen items to the guest rooms, their retrieval after use, their laundering and recycling. We
also learnt about the responsibility of the linen room in the operational logistics relating to
the management decision whether to invest to buy own linen material or to rent it from
outside hiring agencies. The relative merits of these two systems have also been discussed.
The responsibility of the linen room with respect to selection, procurement, stock-up and
distribution of uniforms of appropriate sizes and styles befitting the employees of the
establishment, details of operating procedures for uniforms were also discussed in this
lesson.
Dalam pelajaran ini, kita melihat ke berbagai aspek perencanaan ruang linen, tata letak, lokasi dan kegiatan. Kami lebih belajar tentang pemeliharaan
persediaan dan fungsinya. informasi rinci yang berkaitan dengan kriteria seleksi untuk linen, berbagai item linen yang masuk ke tempat tidur menyebar,
selimut, sarung bantal, jok, tirai, aksesoris kamar mandi termasuk handuk dari berbagai jenis dan ukuran yang disajikan, meliputi pembelian mereka,
saham-up, pasokan dan pembersihan. Juga dalam pelajaran ini, kita berurusan secara rinci dengan penyediaan berbagai item linen ke kamar tamu,
pengambilan mereka setelah digunakan, pencucian dan daur ulang mereka. Kami juga belajar tentang tanggung jawab ruang linen di logistik
operasional yang berkaitan dengan keputusan manajemen apakah akan berinvestasi untuk membeli bahan linen sendiri atau menyewa dari agen
perekrutan luar. Manfaat relatif dari kedua sistem ini juga telah dibahas.
Tanggung jawab ruang linen sehubungan dengan seleksi, pengadaan, stok-up dan distribusi seragam ukuran dan gaya cocok karyawan pendirian yang
tepat, rincian prosedur operasi untuk seragam juga dibahas dalam
pelajaran.
5.10 LESSON END ACTIVITY
1. Draw the format of a Purchase Index Card and explain how it is used.
2. Create a 10-point checklist for reducing damage to hotel linen.

5.11 KEY WORDS

Flax A widely cultivated plant, Linum usitatissimum, having pale blue flowers,
seeds that yield linseed oil, and slender stems from which a textile fiber is
obtained.

Suffice To meet present needs or requirements; be sufficient

Inadvertently Done unintentionally, accidentally, often with no one accepting blame

Pilferage The crime of taking someone else's property without consent

Elevator A platform or an enclosure raised and lowered in a vertical shaft to transport

people or freight

Percale A closely woven cotton fabric used for sheets and clothing

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 Duvets A quilt, usually with a washable cover, that may be used in place of a
bedspread and top sheet

Draperies Material that hangs in a window or other opening as a decoration, shade, or

screen

5.12 QUESTIONS FOR DISCUSSION

1. With a neat diagram, explain the activities of the Linen Room.
2. What are the selection criteria for Linen items?
3. Give the rules for linen purchase.
4. Draw neat sketch of the Linen cycle.
5. What are the factors to be considered while providing uniforms is essential to
hotel staff.

CHECK YOUR PROGRESS - ANSWER

1. The activities of the linen room are: collection and transportation of laundry items, sorting
and counting, packaging, dispatch, deliveries, checking and inspection, storage,
distribution to units, monogramming, repairs and alteration, stock-taking and records and
security.

2. Duvets are used in the place of blankets, especially on double beds. It consists of a filling
sandwiched or stitched in a fabric case with a changeable cover.

3. There are three major factors to be considered when purchasing linen, viz, quantity,
quality and size.

4. Stock taking is counting what you have (actual or physical stock) and comparing it with
what you are supposed to have (book or recorded stock).
1. Kegiatan ruang linen adalah: pengumpulan dan pengangkutan barang laundry, menyortir dan menghitung, kemasan, pengiriman, pengiriman,
memeriksa dan inspeksi, penyimpanan, distribusi ke unit, monogramming, perbaikan dan perubahan, pengambilan stok dan catatan dan keamanan .

2. Duvets digunakan di tempat selimut, terutama di tempat tidur ganda. Ini terdiri dari mengisi terjepit atau dijahit dalam kasus kain dengan penutup
berubah.

3. Ada tiga faktor utama yang harus dipertimbangkan saat membeli kain, yaitu, kuantitas, kualitas dan ukuran.

4. Stock taking menghitung apa yang Anda miliki (saham aktual atau fisik) dan membandingkannya dengan apa yang Anda seharusnya memiliki (buku
atau direkam saham).

5.13 REFERENCES

1. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel Housekeeping Principles and

Practice, Edward Arnold, London.

2. Rosemary Hurst (1971), Housekeeping Management for Hotels and Residential

Establishments, William Heinemann.
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3. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional
Housekeeping, Hyperion Books.

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 LESSON 6

LAUNDRY

CONTENTS

6.0 Aims and Objectives

6.1 Introduction
6.2 Laundry
6.2.1 Advantage of On-premises Laundry
6.2.2 Disadvantage of On-premises Laundry
6.3 Process of Laundering
6.3.1 Collection and Transportation
6.3.2 Arrival
6.3.3 Sorting
6.3.4 Weighing
6.3.5 Loading
6.3.6 Washing
6.3.7 Unloading
6.3.8 Finishing
6.3.9 Folding
6.3.10 Airing
6.3.11 Storage
6.3.12 Distribution
6.4 Washing Machine
6.4.1 Wash Cycle
6.5 Other Machines
6.5.1 Tunnel Washers
6.5.2 Tumble Dryer
6.5.3 Finishing Equipments
6.5.4 Puffer or Suzie
6.5.5 Tunnel Dryer
6.5.6 Cabinet Dryer or Drying Room
6.6 Location and Planning of On-premises Laundry
6.7 Layout of Laundry
6.8 Laundry Agents
6.8.1. Detergents
6.8.2 Suspending Agent
6.8.3 Sequestering Agent
6.8.4 pH Scale for Laundry Agents
6.8.5 Other Laundering Agents - Alkali
6.9 Stain Removal
6.10 Dry Cleaning
6.11 Guest Laundry
6.12 Laundry Procedures for Different Fabrics
6.13 Laundry Procedures
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6.14 Let us Sum Up
6.15 Lesson End Activity
6.16 Key Words
6.17 Questions for Discussion
6.18 References

6.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Laundry, process of laundering,
Washing machines,
Location and planning of on-premises laundry,
Layout of a laundry,
Laundry agents, stain removal, dry cleaning, guest laundry and laundry
procedures.

6.1 INTRODUCTION
Although God has created and delivers human race naked, he concurrently has also
created natural fibers to spin and weave into fabric to finish and wear it. Human race is the
only species with sixth sense or superior intelligence to feel the sense of shame to be naked
in public and strive to hide it with appropriate clothing. Thus, cleaning every bit of soiled /
dirty clothing becomes an absolute necessity by laundering, be it home or others and hotel
industry is no exception. Soiled / dirty cloths originating from various operations are cleaned
through the facility created in-house or out-sourced. In this lesson, various factors involving
laundering is outlined which include the steps from collection to processing, washing
systems, machines used in laundering including procedures relating to washing, wash cycle,
use of detergents and other agents, drying, pressing and finishing and the equipments
necessary to do all these.

Details are also provided in this lesson concerning the washing procedures to follow
for various types of fabric such as cotton, silk, wool and synthetics. The lesson also outlines
the details on location, planning and layout of in-house laundering establishment.
Additionally, the lesson also deals with guest laundry facilities and precautions to be taken in
doing it.

6.2 LAUNDRY
In any hotel establishment, a lot of dirty linen accumulates in the various units and
departments. It is essential to ensure a continuous supply of linen, which is well laundered,
so that operations can be carried out smoothly and efficiently. Linen is an expensive item, so
how it will be laundered requires serious consideration. People involved in handling linen
should have some knowledge of the process. Moreover, the Housekeeper and Linenkeeper
should have a good rapport with the Laundry Manager. Although it is essential that good
quality linen be purchased, the life of the linen depends on the care of linen in use and the
treatment it gets at the laundry. The principles of laundering is:
1. Removal of dirt and stains from the linen articles
2. Restoring linen articles to their original appearance as far as possible.

A good laundry facility ensures the following:

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 careful handling of linen articles while laundering
correct processing and use of a suitable laundry agent
while materials are kept white, excessive bleach is not used
proper counting and records maintained to avoid shortages of linen
speedy operations to meet with operationalrequirements
sound policies regarding damages or loss.

A commercial or off-premises laundry refers to laundering activities performed outside the

establishment i.e. given on a contract basis to specialists in the field. In a rare circumstance,
the laundry is contracted and on-premises. An on-site or on-premises laundry, however,
refers to laundering activities carried on within the establishment by staff employed by the
hotel.

6.2.1 Advantages of On-premises Laundry

Time taken for laundering is reduced because transportation is eliminated
Linen is readily available especially in the case of emergency requirements
Control over the wash process and the laundry agents used making the wear
and tear on linen comparatively much lesser.
Pilferage is reduced
The ‘par’ stock required is reduced
Revenue is earned from guest laundry.

6.2.2 Dis-advantages of On-premises Laundry

Cost of equipment and its maintenance is fairly high
Related expenses like printing of forms, employee taxes, water taxes, energy
costs and insurance are high
More staff who are technically qualified and adequate
space is required
Must be justified by an adequate amount of linen.

6.3 PROCESS OF LAUNDERING

The following flowchart shows the process of laundering in a chronological order:

Figure 6.1 Process of Laundering

Details of various processes in laundering is furished below:

6.3.1 Collection & Transportation

Collection of linen may be done in the Linen Room, if the laundry is off-site but is usually in
the laundry itself, if the laundry is on-premises. Certain linen items are collected separately
such as kitchen uniforms or dusters are from butchery aprons and dusters, surgical ward in a
hospital. The linen is usually packaged in canvas bags lined with polyvinyl or elasticized net
bags called ‘skips’ for transportation. Trolleys and collapsible wire cart can be used to
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transport soiled as well as clean linen. If laundery planned at the construction stage, an in-
built chute is used for transporting linen from the floor pantries.

6.3.2 Arrival

On arrival, linen must be dealt with as quickly as possible to ensure fast turn around time for
linen. There must be a separate section for guest laundry.

Marking:

Marking may be temporary (guest laundry) or permanent (monogramming of hotel

linen). For guest laundery initials of the guest as well as the room number helps provides a
clear identification and helps correct billing.

6.3.3 Sorting
Sorting is carried out according to the type of fabric and item, colour and type of soil.
Sorting is done to separate those articles that need dry cleaning from those that will go
through the normal wash process. Those that need mending or stain removal must be
separated so that they can be dealt with accordingly. Also, different articles take a different
wash process in terms of temperature of water, type of laundering agent, length of wash
cycle, whether hydroextraction should be done and if so, the length of the hydroextraction
cycle. In hospitals, the infection risk necessitates the need for using gloves when sorting out
linen. It takes less effort to pre-sort soiled linen than to post-sort washed linen which is 50%
heavier in weight due to water retention. Post-sorting is often essential in healthcare
processes.

6.3.4 Weighing
Weighing is carried out to conform to the capacity of the washing machine and to
avoid overloading. Repeated overloading can cause the machine to breakdown. Underloading
will lead to wastage of detergents and water, both cold and hot.

6.3.5 Loading
Loading is often done manually or with a certain degree of full or partial automation.
Machines may be top loading, front loading or side loading.

6.3.6 Washing
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 This process is designed to perform three basic functions:
removal of soil / dirt
suspension of soil
discharge of the soil from the machine to the drain In the wash process, the
following factors must be considered:

i) Setting Length of Wash Cycle

If the cycle is too short, the linen will not be cleaned properly and sufficiently. I f the
cycle is too long, there will be unnecessary wear and tear and the clothes may actually
become dirtier as a result of redeposition of soil.

ii) Temperature of Water

For hot water washing, if the temperature of water is too high, it is likely to damage
the linen. If the temperature is inadequate, the chemicals will not work effectively.

iii) Water Level

Incorrect ‘dip’ levels can alter the concentration of the laundry agents rendering them
ineffective. In case of a gentle action, the water level is usually higher forming a protective
envelope to the delicate linen.

iv) Type and Amount of Detergent a n d the Time of Dispensing

This is also a crucial factor that affects the quality of wash deciding which laundry
agent should be used is dependent on the nature of the fabric being washed. Too little
detergent will result in an incomplete cleaning process. And too much may remain as a
residue on the cloth after the rinse cycle is complete. It is important that the laundry agent is
introduced into the wash cycle at the appropriate time for best results.

v) Mechanical Agitation
This refers to the centrifugal action brought about by the movement of the drum that
causes friction between the linen articles and is radically affected by overloading or
underloading as it affects the speed of the drum. Modern machinery often operates on
sensors, which are capable of gauging and maintaining optimum conditions for a specific
load.

vi) Rinsing
Once the wash cycle is completed, rinsing is carried out at least twice. The purpose of this
stage is to:
remove residue of laundry agents,
remove suspended dirt,
lower the temperature of the wash load by the use of
using cold water.

A running rinse with an open drain is more effective but a larger volume of water is utilized.

vii) Hydro-Extraction
Is the removal of excess moisture through centrifugal action and is equivalent to
wringing in hand washing. Draining must precede hydro-extraction and hydro-extraction
must precede tumble drying. Some articles cannot be hydro-extracted so there is a pumping
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action to draw out the water from the linen load. Too short an extraction time will increase
the drying time and may hinder the proper operation of finishing equipment. The compact
mass of hydro-extracted clothes is referred to as ‘cheese’.

6.3.7 Unloading
Transferring washed linen from the Hydro-extractor to the Tumble Dryer is normally
done manually. It may be done by an automated system where the ‘cheese’ is unloaded onto
a conveyor belt that will transport the linen to the next set of operations.

Tumble Drying:
This process is capable of rendering the linen completely dry by blowing hot air
ranging between 40º C and 60º C onto the articles. For articles that are susceptible to damage
by heat, there is the option of simply air drying by circulating air at room temperature.

6.3.8 Finishing
For those articles that require a pressed finish, ironing and pressing are usual. Articles
like blankets, towels, candlewick bedspreads, hosiery, etc. that do not require a pressed finish
are only tumble-dried.

6.3.9 Folding
Can be done by machine but in most cases is carried out completely manually.
Employees in this area are the one ones who ‘reject’ stained or damaged linen. Correct
folding is important to the appearance of the article and makes it convenient to store and use.

6.3.10 Airing
This is essential prior to storage, especially if the articles are to be stored in closed
shelves. It ensures that any moisture that is likely to cause mildew will be got rid of.

6.3.11 Storage
Should be properly done in a well-designed storage space. Linen should be allowed a
rest period to recuperate before it is used again. As a general rule, at any given time,
approximately 50% of the total linen inventory should be on the shelves, 25% in use and
25% in processing. The storage area must be isolated from the soiled linen and kept clean.

6.3.12 Distribution
The linen is issued to the unit / department for use and is usually done by linen trolleys.

6.4 WASHING MACHINE

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 A washing machine, or washer, is a machine designed to clean laundry, such as
clothing, towels and sheets. The term is mostly applied only to machines that use water as the
primary cleaning solution, as opposed to dry cleaning (which uses alternative cleaning fluids,
and is generally performed by specialist businesses) or even ultrasonic cleaners.

Figure 6.2 Commercial Washing Machine

All washing machines work by using mechanical energy, thermal energy, and chemical
action. Mechanical energy is imparted to the clothes load by the rotation of the agitator in top
loaders, or by the tumbling action of the drum in front loaders. Thermal energy is supplied by
the temperature of the wash bath.

6.4.1 Wash Cycle

A complete wash cycle is composed of various stages and the time taken is approx. 40 to 50
minutes. It has been proven that quick wash cycles using large volume of water broken down
into the following sequence is most effective. Flush › Suds › Bleach › Rinse › Sour & Soft ›
Extract

Additional Stages in the Wash Cycle:

These are essential where there is a specific type of soiled or the articles are heavily soiled:
Soak › Break › Carryover Suds (Intermediate Rinse) › Intermediate Extract › Starch (Sizing)

6.5 OTHER MACHINES

6.5.1 Tunnel Washers

These are also called batch washers or continuous washers and are in effect a series of
inter connected washers. Each ‘bath’ is in a different cylinder and the load moves from one
cylinder to the next. Computerized systems automatically adjust the time, temperature and
chemicals to be used, so that each batch receives the required treatment. Machines may be
top transfer or bottom transfer. Tunnel washers have distinct advantages in that they are
timesaving, thereby reducing staff requirement. There are also significant energy and water
savings. Tunnel washers can also be hooked up to an extractor and subsequently with
conveyors to the dryer.

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 Figure 6.3 Tunnel Washer

6.5.2 Tumble Dryer

Dryers are machines that dry laundry by tumbling it slowly in a perforated drum
exposed to hot air ranging from 40ºC to 60ºC in low capacity dryers and going right upto
85ºC in an industrial dryer. There are programmes for delicate articles with low or no heat.
Dryers may operate on gas, electricity or steam. For speedy drying and less wrinkling the
volume of the dryer should be 25% more than the washer-extractor. Most dryers have a
microprocessor computer control system.

Although suitable drying times are usually recommended for specific fabrics, some dryers
have sensors hooked onto their microprocessors so that they can gauge the moisture in the
load and cut the dryer off automatically the moment the laundry is dry. A lint screen traps the
lint particles and must be cleaned regularly. The length of the drying cycle is dependent on
the absorbency of the fabric and the residual moisture. Modern dryers are equipped with
high tech features such as signal lights, self-cleaning lint screens, reverse cylinder drums as
well as energy-saving devices like extra insulation and heat reclaimers.

Figure 6.4 Tumble Dryer

6.5.3 Finishing Equipments

For those articles that require a pressed finish there are many finishing equipment.
Some of the more frequently used equipment are listed below:
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Flatwork Ironer / Roller Iron / Calender:
Is used for flatwork i.e. items like sheets, pillowcases, tablecloths, serviettes, aprons, sarees,
etc. The items are passed through heated rollers for ironing.

Figure 6.5 Roller Iron

Press:
Press is used for fine pressing of Flat Linen like Table covers, Pillow covers, Napkins,
Kitchen linen, Staff uniforms. They are special presses to perform specific functions and
operation can be on electricity or steam.

Figure 6.6 Press

6.5.4 Puffer or Suzie

For coats and articles that do not crease heavily. The articles are put onto a dummy
that is inflated with steam to remove creases and then with hot air to remove the moisture
created by the steam.

6.5.5 Tunnel Dryer

Clothes are hung on conveyor belts that pass through a tunnel. Hot air blowing in the
tunnel, renders the articles completely dry by the time they exit. It is a fully automated
process that also transfers the linen to the next area of activity.

6.5.6 Cabinet Dryer or Drying Room

Is a chamber where low-crease garments are suspended on hangers and steam or hot
air is circulated through the cabinet.

6.6 LOCATION AND PLANNING OF ON-PREMISES LAUNDRY

When planning an on-premises laundry it must be located far from guestrooms so that
guests are not disturbed. It is essential laundry to locate near the linen room for convenience
and reducing transportation time. Ideally, the laundry is located in the basement with proper
ventilation because laundry equipment is very heavy and the area should have an outside
wall since equipment need to be vented to the outside. With few exceptions, walls of the
room should be durable and moisture resistant; ceilings should be at least ten feet high, must
resist moisture and absorb sound. A cement floor with easily cleanable floor drains and no
spots where water can pool is vital. The basic design factors that need to be thought out when
designing or redesigning an on-premises laundry include location, size, equipment layout,
utilities and labour. The versatilit y o f equipment is important, especially in a washer
extractor. It should be able to dispense a variety of chemical formulas and have different
cycles to deal with different laundry items and soiling conditions. Machines may work on
gas, electricity or steam and should be connected to a common master switch that can be
switched off in case of emergencies. Fire-fighting equipment must be installed in this area.

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6.7 LAYOUT OF A LAUNDRY
When planning the layout of a laundry, consider the work flow and wherever possible ensure
that the plan does not hinder the smooth flow of operations. To reduce turnaround time
between loads, ease of loading and unloading, equipments must be arranged properly, taking
into account ease of each operation. When positioning laundry equipment, the following
must be considered:
entrances and exits
support columns and beams
space between adjacent machines and adequate space between the back of the machine
and the wall which is essential to facilitate servicing and repair.
power points for electrical supply and the required voltage (gas and steam may also be
used)
water supply at the rate of about 10 gallons per Kg of linen approx.
preventing the occurrence of ‘water hammer’ from hot water supply water heating is
through solar energy.
water softening
to removal of iron, manganese and sulphur to eliminate staining and enhance action of
the detergents
installation of proper drainage system
installation of drain to control discharge rate
a separate section to deal with guest laundry / valet service.
local code for restrictions / permit requirements.
energy and water conservation and safety factors consideration
selection of equipment to suit the premises and projections.
area must accommodate the total number of staff working at the busiest times As
technology strives to automate every face of hotel operations, computerized laundry
systems are getting popular.

6.8 LAUNDRY AGENTS

Water by itself is ineffective as a cleaning agent, due to a phenomenon known as
‘surface tension’. It although removes watersoluble dirt, it has little effect on oils and grease.
Addition of a detergent allows the water to penetrate, wetting the garment thoroughly so that
soil is more accessible and its easy removal.

6.8.1. Detergents
Classification of detergents:
Synthetic / active detergent
Built-soap detergent
Enzyme-action detergent.

6.8.2 Suspending Agent

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 The role of the suspending agent in cleaning is to hold the dirt in suspension and
prevent it from redepositing onto the surface of the clothing. The suspending agent is
carboxyl methyl cellulose.

6.8.3 Sequestering Agent

These act along with the suspending agents to hold dirt in suspension. They assist by
holding a greater amount of dirt in suspension thereby reducing the likelihood of
redeposition. They also have the additional ability to dissolve lime salts that are responsible
for temporary hardness in water. Sodium polyphosphates are used as sequestering agents.

6.8.4 pH Scale for Laundry Agents

This is a scale used to determine the pH of sud in the washing so that it may be
possible to adjust the pH of the sud with the use of chemicals to maximize cleaning
efficiency.

Figure 6.7 pH Scale

6.8.5 Other Laundering Agents - Alkali

Alkalis used in the wash process include: Washing soda, Sodium phosphate, Sodium
hydroxide, Sodium metasilicate etc. The role of the alkali in the wash process:

Bleaches: These are used on white articles only. They remove colouring matter by their
oxidizing or reducing action. If not in liquid form, they should be dissolved in
hot water and added. The bleaches commonly used in the laundry process are
sodium perborate and sodium hypochlorite.

Antichlors: These are agents used to neutralize the residual

chlorine in the bleach, particularly in the case of polyesters. The use of
chlorinated bleaches has a tendency to leave yellow deposits on the clothing.

Sour: This is used only in industrial laundering in the final rinse, to neutralize any
alkaline soap residues that may be present. It brings the pH to the acidic range
between 5 and 6.5, which is agreeable to the human skin and also gets rid of
yellow or brown hue caused by alkali residue. Acetic acid is used as the sour. In
case where there is a high iron content in the water, Oxalic acid is used to get rid
of the reddish, iron deposits. If starch is being used, sour should be added only
two minutes before the starch to achieve a pH of 5.0 to 5.5. If a sizing agent is
being used, the ideal pH is 7.0 to 8.0, so sour is generally not used.

Optical Brightener / Whitener:

This is an optical brightener / whitener, which is in fact a very fine blue coloured
liquid dye, which gets bleached in the course of time. It has a fluorescent effect by
reflecting the UV rays of the sun. The laundry blue in a powder form is
undesirable since it tends to accumulate in the weave of the fabric and causes it to
turn grey.

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 Starch: This is a stiffening agent used to impart a better crease and appearance to the
fabric. The use of starch has declined due to the minimum-iron finishes on
fabrics and garments and the reduced use of cotton in favour of manmade fibres.
However there are some articles that have a better feel and drape when starched
and it is particularly essential for napkin folds. Since polyesters do not have the
ability to absorb starch they are stiffened with sizing agents.

Fabric Conditioner and their Role in Laundering:

A fabric conditioner or softener has surface active agents like a detergent but
they do not perform the function of cleaning. Fabric conditioners are based on
cationic surface-active agents, carrying a positive charge and creates anti-static
properties. A fabric conditioner is never used on loads where starch or sizing
will be used.

6.9 STAIN REMOVAL

A stain is defined as a discolouration brought about by contact with a foreign substance
which is difficult to remove. Like first-aid in an accident, the treatment of stains requires
immediate action which includes blotting, grease absorbent, salt absorbent and often a cold
water rinse. A set of general rules given below for stain removal may serve as a guideline.
Identify the stain
Deal with the stain as quickly as possible. Remove excess staining material
immediately.
Test the stain removal agent on an inconspicuous place.
Avoid hot water on an unknown stain.
Use simple methods before resorting to the use of chemicals.
Use milder agents first and then stronger ones.
Repeated mild applications are better than one strong one.
Ensure that the stain removal agent has been neutralized or washed away.

There are two major factors which are responsible for ensuring correct stain removal. One is
the stain removal agent and the other is the method of stain removal. It is important to select
the right stain removal agent which are friendly.

Figure 6.8 Methods of Stain Removal

6.10 DRY CLEANING

This is a process by which textiles are cleaned using a solvent other than water. This
solvent is usually an organic liquid that acts first to remove the layer of grease which bonds
most grease particles to the surface and then to carry this dirt away. The solvents commonly
used are:
Per-chloro-ethylene
Tri-chloro-tri-fluoro-ethane

The solvent after dry cleaning is removed first by centrifugal action followed by evaporation.
The solvent being expensive is filtered off and recycled. Darker coloured articles are dry-
cleaned after the lighter coloured ones. All articles require to be aired after the dry-cleaning
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process. Where Per-chloro-ethylene is not suitable, a system called Aquatex (from Iowa
Techniques) is used. It involves the use of bio-degradable chemicals and water and a
controlled stage-by-stage drying temperature that restores the article to its original condition.

As technology vendors strive to automate every face of operations, computerized laundry

systems have been in use since the mid-eighties. Some hotels are experimenting with
Windowsbased laundry software and ozone washing. G.A. Braun has developed a cutting
edge, interactive PC video-conferencing product called Serview that enables qualified
technicians to provide customer and support service through contemporary two-way high
speed audio and video conferencing. Ozone is a powerful oxidizer and ozone washing is an
energy efficient system that can cut laundry costs by 50%. Ozone washing became popular in
the US in the mid-eighties. It is carried out by mass injecting ozone into the laundry system
via the cold water lines. The resulting ozonated water facilitates the breakdown of insoluble
dirts leading to a whole host of benefits. Ozone washing, the brainchild of GuestCare Inc.,
cuts detergent use by 60%. It reduces the need for hot water and can cut energy costs by
80%. Little hot water, reduced chemicals and shorter wash cycles greatly extends the life of
linen.

6.11 GUEST LAUNDRY

Among the many amenities provided by a hotel, one of them is laundry service for the
guest. It is an amenity which is essential in resort hotels where guests are long-staying and
prefer to travel light. Even if a full-fledged laundry service is not available, at least some
facility for ironing is required as clothes get crumpled in packing. It isa source of revenue in
hotels and may serve as a means of preventing the guests from washing clothes and hanging
them out to dry in hotel guest rooms. Laundry service, including dry cleaning may be normal
(ordinary) or urgent (express). The time gap between the collection and delivery is dependent
on whether the laundry is on-premises or off-premises.

6.12 LAUNDRY PROCEDURES FOR DIFFERENT FABRICS

i) Laundering of Cotton
The process of laundering cotton fabrics is dependent on the texture of the fabrics, fastness of
colour and they are sorted into various categories, such as:
fine, delicate cotton (mulmul, muslin)
white and light fast colours
dark, fast colours
non-fast colours.

A further classification into coarse articles, bed linen and personal articles and table linen.
This sorting will help decide:
the temperature of water in the main wash
the need for disinfection / sterilization
the detergent used
the speed of rotation of the drum
the length of the wash cycle
the use of bleach and optical brighteners
the need to starch
suitability of hydro-extraction.

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ii) Laundering of Silk
Silk should be washed frequently as perspiration damages the fabric. Never soak
articles as it weakens the fabric nor should they be subjected to high heat (wash temperature
approx. 30º C). The detergent should have a good surfactant and should not depend on
mechanical action for cleaning. No harsh chemicals should be used. The final rinse of silk
articles should be carried out with a little vinegar in it. (1 tspn /10 litres water) in order to
preserve lustre. Silk is too delicate to be hydro-extracted. Silk should never be sundried as
this damages the fabric and causes yellowing. Ironing is on medium heat as silk scorches
easily. The article must be evenly dampened and water should never be sprinkled on the
fabric as it leaves watermarks. Ensure that the articles are completely dry so that creases do
not reappear on the portion which is damp. Ironing is carried out on the reverse in order to
preserve lustre and air all silk garments after ironing. Silk is usually dry-cleaned.

iii) Laundering of Wool

In the laundering of wool, the articles must be shaken out to remove the dust particles
that are held in the loosely constructed weave. Hand-knitted garments are very susceptible to
felting and stretching. Mark the outline of the article prior to washing and arrange it in its
original size and shape after laundering and dry flat. In the laundering of wool, the following
should be avoided:
application of friction
high and fluctuating temperatures
use of strong laundry agents
wringing tightly and hydro-extraction
hanging the fabric when wet
prolonged soaking as it makes the fabric weak

The capacity of the machine, may have to be disregarded due to the bulkiness of the article.
The movement of the drum should be gentle and a scrubbing brush should never be used.
The wash cycle should be short and water temperature (not more than 35º C). The rinse cycle
should be thorough and borax is added to the final rinse water to prevent matting. No hydro-
extraction is permitted but there is instead a pumping action for the removal of moisture.
Usually ironing is not required, but wherever necessary, iron when the article is completely
dry, using a low temperature and ironing on the reverse of the article. It is very essential to
air the fabric after ironing.

iv) Laundering of Synthetics

These are specially manufactured so that they shed dirt quickly in the wash. However
if they become heavily soiled, (especially collars and cuffs and saree borders) they become
difficult to clean, so it is better to wash them after every use. Soaking the garments before
laundering is beneficial as it loosens the dirt. Care must be taken when loading the machine
as overloading results in creases which may be difficult to remove later. The application of
friction should be avoided. Use of a scrubbing brush should be restricted to heavily soiled
parts only. The wash cycle is short and carried out at a low temperature (30º C) Rinsing
should be carried out in water at room temperature. The hydro-extraction cycle is also short
as synthetic articles have a low absorbency. Iron on low heat but quickly since a prolonged
contact is likely to scorch the fabric.

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6.13 LAUNDRY PROCEDURES

The following are the steps involved in laundry:

Step 1: Sort the dirty clothes, into separate piles for whites, bright colors and darks. If whites
are mixed with colors in the wash, the colors may bleed onto and ruin whites. Also
separate clothes that tend to produce lint (towels, sweatshirts, chenille and flannel)
from clothes that tend to attract lint (corduroy, velvets and permanent-press clothes).
Step 2: Close zippers to prevent snagging, and empty pockets.
Step 3: Pre-treat heavy stains with laundry detergent or stain remover, heeding instructions
on the product label.
Step 4: Measure out the right amount of laundry soap according to the manufacturer's
instructions.
Step 5: Pour the soap into your washer or its detergent dispenser. Add liquid fabric softener,
according to product instructions.
Step 6: Choose the water temperature for the wash cycle: hot, warm or cold; use cold rinse
cycle for any load. Consult the labels on clothes, washing machine's instruction
manual or the detergent container for recommendations on washing temperature.
Step 7: Start the washer, add and allow the detergent to dissolve in the water before adding
clothes. Adjust the water level to the size of load.
Step 8: If needed to add bleach, allow the machine to run for a few minutes to mix the
detergent and water, and then add about a cup of bleach to the washer or the bleach
dispenser.
Step 9: Add the clothes, close the lid and let the machine run. Washing takes approximately
45 minutes.
Step 10: Put the clothes (and an anti-static sheet, if desired) in the dryer after the wash is
complete. Hang delicates (such as bras and certain sweaters) to air dry on a clothing
rack or hanger.
Step 11: Remove lint from the dryer's lint tray.
Step 12: Select the correct drying temperature for the laundry load: low for delicates,
medium for most fabrics and high for cotton. When in doubt, low or medium is the
safest bet.
Step 13: Close and turn on the dryer. Expect the drying cycle to take an hour or more for a
full load.
Step 14: Once the clothes are completely dry, remove them from the dryer or drying rack
and fold and store.

CHECK YOUR PROGRESS

1. What are the principles of laundering?
2. What is the difference between off-premises and on-premises laundering?
3. What are the factors that need to be considered while washing?
4. How washing machines work?
5. List some of the most frequently used finishing equipments.
6. List few laundering agents.
7. Define stain.
8. What is dry cleaning?

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6.14 LET US SUM UP
It is essential to ensure a continuous supply of linen, which is well laundered, so that
hotel operations can be carried out smoothly and efficiently. The principles of laundering are:
removal of dirt and stains from the linen articles and restoring linen articles to their original
appearance as far as possible. A commercial or off-premises laundry refers to laundering
activities performed outside the establishment. An on-s i t e o r on-premises laundry refers to
laundering activities carried on within the hotel by staff employed. The various processes in
laundering includes: collection & transportation, marking, sorting, weighing, loading,
washing, unloading, finishing, folding, airing, storage and distribution. A washing machine is
a machine designed to clean laundry, such as clothing, towels and sheets. Other machines
used in washing are tunnel washers, tumble dryer, finishing equipments (flatwork ironer /
roller iron / calendar / press), puffer or suzie, tunnel dryer and cabinet dryer or drying room.

When planning an on-premises laundry it must be located farfrom guestrooms so that

guests are not disturbed. It is essential laundry to locate near the linen room for convenience
and reducing transportation time. When planning the layout of a laundry, consider the work
flow and wherever possible ensure that the plan does not hinder the smooth flow of
operations. To reduce turnaround time between loads, ease of loading and unloading,
equipments must be arranged and positioned properly, taking into account ease of each
operation. Addition of a detergent allows the water to penetrate, wetting the garment
thoroughly so that soil is more accessible and its easy removal. Detergents are classified into:
synthetic / active detergent, built-soap detergent and enzyme-action detergent. The agents
that help in cleaning include: suspending agent, sequestering agent, alkalis (washing soda,
sodium phosphate, sodium hydroxide, and sodium metasilicate), bleaches, antichlors, sour,
optical brightener / whitener, starch, fabric conditioner, etc. The solvents commonly used for
dry cleaning are: per-chloroethylene and tri-chloro-tri-fluoro-ethane. The solvent after dry
cleaning is removed first by centrifugal action followed by evaporation. Laundry service,
including dry cleaning may be normal (ordinary) or urgent (express). Special attention must
be given while laundering cotton, silk, wool, synthetics, etc.

6.15 LESSON END ACTIVITY

1. Draw a flow diagram for the Laundry Process with a brief explanation of each stage.
2. Visit an on-premises laundry room and take a note of the activities carried out.
3. Visit an off-premised and take a note on the detergents and cleaning agents used.
4. Visit a dry cleaning shop and take a note on the solvents used in the process of cleaningthe
linen.

6.16 KEY WORDS

Skips Elasticised net bags used in the collection of soiled / dirty linen for transport
Cheese Compact mass of hydro-extracted cloths
Suzie Used for articles like coats. The coat is put on to a dummy, passed steam to
remove wrinkles and then hot air circulated to remove moisture.
Cation Ions with positive electric charge
Stain A discolored or soiled spot or smudge
Soiled Covered or stained with or as if with dirt or other impurities
Bleach A chemical agent used for bleaching
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Chute An inclined trough, passage, or channel through or down which things may
pass
Candlewick A soft heavy cotton thread similar to that used to make wicks for candles
Mildew A superficial coating or discoloration of organic materials, such as cloth, paper,
or leather, caused by fungi, especially under damp conditions.
Serviettes A table napkin
Apron A garment, usually fastened in the back, worn over all or part of the front of the
body to protect clothing
Enzyme Any of numerous proteins or conjugated proteins produced by living organisms
and functioning as biochemical catalysts
pH A measure of the acidity or alkalinity of a solution, numerically equal to 7 for
neutral solutions, increasing with increasing alkalinity and decreasing with
increasing acidity. The pH scale commonly in use ranges from 0 to 14

6.17 QUESTIONS FOR DISCUSSION

1. How and why are clothes sorted prior to the laundry process?
2. List the stages in a wash cycle with a brief explanation of each
stage. What is TACT?
3. Classify detergents and explain the use of each type.
4. Explain the role of an alkali in the wash process.
5. What is dry-cleaning?
6. Differentiate between:
i) Laundry Chute and Laundry Skip
ii) Blue and Bleach
iii) Tunnel Dryer and Tumble Dryer
iv) Sour and Soft
v) Physical and Chemical methods of stain removal
7. What special care (give any two points) must be taken when laundering guest articles.
8. Give two advantages and two disadvantages of having an OPL.
9. Give two problems that may result from the overloading of a washing machine.
10. Give two reasons why soiled linen should be dealt with as quickly as possible.

CHECK YOUR PROGRESS - ANSWER

1. The principles of laundering are: removal of dirt and stains from the linen articles
and restoring linen articles to their original appearance as far as possible.
2. An off-premises laundry refers to laundering activities performed outside the
establishment i.e. given on a contract basis to specialists in the field. An on-site or
on-premises laundry refers to laundering activities carried on within the
establishment by staff employed by the hotel.
3. The factors that need to be considered while washing includes: setting length of
wash cycle, temperature of water, water level, type and amount of detergent and
the time of dispensing, mechanical agitation, rinsing and hydro-extraction.
4. All washing machines work by using mechanical energy, thermal energy and
chemical action. Mechanical energy is imparted to the clothes load by the rotation
of the agitator in top loaders, or by the tumbling action of the drum in front
loaders. Thermal energy is supplied by the temperature of the wash bath. Chemical
actions are providing by the detergents and cleaning agents.
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 5. Some of the frequently used finishing equipments are: flatwork ironer, roller iron,
calendar and press.
6. Alkalis (washing soda, sodium phosphate, sodium hydroxide, sodium
metasilicate), bleaches, antichlors, sour, optical brightener / whitener, starch, fabric
conditioner, etc.
7. A stain is defined as a discolouration brought about by contact with a foreign
substance which is difficult to remove.
8. This is a process by which textiles are cleaned using a solvent (per-chloro-
ethylene, tri-chloro-tri-fluoro-ethane) other than water.

6.18 REFERENCES

1. Schneider Madelin, Tucker Georgina and Scoviak Mary (1999), The Professional
Housekeeper, John Wiley & Sons Inc, New York.

2. Martin Robert J (1998), Professional Management of Housekeeping Operations, John

Wiley & Sons New York.

3. Rosemary Hurst (1971), Housekeeping Management for Hotels and Residential

Establishments, William Heinemann.

4. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional Housekeeping, Hyperion

Books.

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 PEST CONTROL

CONTENTS

7.0 Aims and Objectives

7.1 Introduction
7.2 Pest Control
7.3 Ants
7.3.1 Control of Ants
7.4 Cockroaches
7.4.1 Control of Cockroaches
7.5 Lizards
7.5.1 Control of Lizards
7.6 Flies
7.6.1 Control of Flies
7.6.2 Toxicants Used For Space Sprays
7.7 Bees
7.7.1 Control of Bees
7.8 Wasps
7.8.1 Control of Wasps
7.9 Spiders
7.9.1 Control of Spiders
7.10 Bed Bug
7.10.1 Control of Bed Bug
7.11 Mosquitoes
7.11.1 Control of Mosquitoes
7.12 Rats
7.12.1 Control of Rats
7.13 Silverfish
7.13.1 Control of Silverfish
7.14 Termites
7.14.1 Control of Termite
7.15 Bats
7.15.1 Control of Bats
7.16 Let Us Sum Up
7.17 Lesson End Activity
7.18 Key Words
7.19 Questions for Discussion
7.20 References

7.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills,
and show an understanding of the following:
The various pests and
The controlling methods of pests.

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7.1 INTRODUCTION
Pest is an organism which has characteristics that are regarded by human beings as
injurious or unwanted. It is so most often because pests cause serious damages and
substantial economic loss to the hotel properties and human health by carrying, spreading
and transmitting contageous and often fatal diseases. No matter how clean one keeps one’s
surroundings, you cannot avoid the “uninvited guests” – the pests. It is not only embarrassing
but also speaks badly of a hotel where one sees rats, cockroaches, and lizards running
around. An animal such as rats and fleas can also be a dangerous pest when it carries germs
within human habitats and spreads it. Pest Control is another major job of the Housekeeping
Department.

7.2 PEST CONTROL

Insect pests enter buildings seeking food, shelter or surroundings having the right
temperature and humidity. The key to successful pest control is eliminating one or more of
these condusive factors. Sanitation is an important part of control. Successful pest control
should begin with good housekeeping. It is important to know something about the habits of
the pests in order to take proper preventative measures and to select and apply appropriate
pest control products correctly. Using the wrong control product or using the right product
but in the wrong manner may result in unsatisfactory control. Keep in mind that different
pests may be found in different parts of the building, in different seasons or in different
years. Below a few common pests found in the hotels and methods of their control are
described.

7.3 ANTS
The many different species of hotel-infesting ants range in size from the tiny 1/16-
inch Pharaoh's ant to the large 3/4-inch queen carpenter ant. Ants can be black, red, brown or
yellow in color, have a pinched waist and elbowed antennae and be either wingless or
winged. Most hotel-infesting ants are found in such areas as kitchens and bathrooms where
there is food and water.

Figure 7.1 Ants

7.3.1 Control of Ants

Sanitation is important method in preventing ant infestations. Clean up food and
beverage spills from floors and countertops immediately.
Baits may be the best method of control for some species of ants. Since ants are social
insects, ant workers carry bait back to the nest where it kills other colony members.
Baiting often results in longer lasting control than an insecticide applied to the workers.
Pavement ants ate little black ants can be effectively controlled with baits.
Plastic or metal bait stations ("ant traps") are easy to use and are desirable where pets or
children are present. Baits should be placed in areas where the most ants have been seen.
Don't place baits on sprayed surfaces or spray near bait stations.

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 Baits have not proven effective in controlling carpenter ants. Carpenter ants nest in
structural wood but do not actually eat wood. The key to control of carpenter ants is to
locate the nest and treat it.
Other nest spots may be inside hollow core doors and under insulation in an attic. They
are treated with an insecticide labeled for ant control.

7.4 COCKROACHES
Cockroaches are mainly tropical but certain species have become widely distributed
through commerce and are now cosmopolitan. They are nocturnal in habit and attack food,
paper, clothing, shoes, and dead insects. The German cockroach prefers a warm and moist
environment. Consequently, it has become a pest of kitchens, larders and restaurants, where
food, warmth and moisture present provide the necessary ecological requirements.

Figure 7.2 Cockroaches

The Oriental Cockroach on the other hand prefers cooler areas. These are therefore found
under coverings, in bathrooms, toilets, and sinks, where large numbers congregate around
sources of water. The American Cockroach infests all houses, store-rooms, kitchens,
cupboards, and libraries. The Brown Banded Cockroach, which can fly, prefers locations
high up in the rooms.

7.4.1 Control of Cockroaches

Inspection and treatment should go together whether a complaint has been received or
not. All the possible hiding places of cockroaches must be thoroughly investigated.
These places would probably be dark corners. Check calendars and pictures on the walls,
electrical appliances such as the refrigerators, wall clocks, ovens, food mixers, and
coffee blenders.
Other places that need attention and which we tend to overlook are: Rubber and gasket
lining in the refrigerator and other appliances; Splash plate – in walls behind ovens and
stoves; Baseboard - forming a base around the room up to 8” above floor level;
Linoleum – corners and around the walls; Carpets – underneath; to be rolled up; Panels –
on the walls – to be injected wherever there are cracks; Fuse box, behind sinks, light
fixtures etc.
Sprinkle Baygon bait in places where cockroaches congregate, rest or hide, such as dark
corners of closets, base of walls in basements, under sinks, around drain pipes, upon
shelves, etc. Baygon sprays are also effective against cockroaches.

7.5 LIZARDS
Lizards are typically dry land animals loving the sun and its heat. Usually they are very small
and slender creatures. A very interesting protective feature of these lizards is the power to
break off their tails automatically. This power of automatically breaking off parts of the body
is called autotomy. Broken parts usually regenerate eventually. Lizard control is usually
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carried out in the warmer periods of the year. Lizards are cold blooded animals and hence in
the cold season they tend to hibernate in the warm corners of the house to restore their body
temperature. During the warmer periods they come out and can be seen crawling up and
down the walls. They usually come out after dusk as they feed on smaller insects that fly
around the light sources. Lizards are also found in places infested with cockroaches.

7.5.1 Control of Lizards

Lizards are found mostly behind picture frames, curtains, shelves and window frames.
They enter the hotel through the ventilators and windows. Hence the windows and
ventilators should be properly meshed.
As the lizards thrive on insects, the most effective way of controlling lizards is to control
the insects in the house.
Lizards are carnivorous and prey on other insects. Hence they cannot be controlled using
bait.
Chemical control of lizards involves spraying of pesticides directly on the reptiles.
Chemicals such as dichlorophos, malathion etc. sprayed on the body kills the lizard
instantly.
Fumigation is carried out using Aluminum Phosphide or any other approved fumigant in
godowns, libraries or big halls.

7.6 FLIES
Flies are of small or moderate size; some species are even minute, measuring one
millimeter long. The majority of flies is diurnal and frequently fly around for nectar or haunt
decaying organic matter of diverse kinds. The common housefly species is probably the most
familiar and certainly the most widely distributed of all insects. It has accompanied man
everywhere and has adapted itself to breeding in a variety of rejected food and excrement of
man and his domestic animals. It is a carrier of disease brought about by its habit of flying
and resting on human body, human food and animals. The disease organisms of typhoid,
dysentery, summer diarrhea, and probably infantile paralysis are transferred from faecal
matter to food by vomit drops in fly excrement or by organisms adhering to the fly’s feet.
The eggs of parasitic worms are also transmitted in this way.

Figure 7.3 Flies

7.6.1 Control of Flies

Fly sprays and household sprays are synonymous since a spray that controls flies will
also control other insects. There are three kinds of sprays in the market.

1. Space Spray
Space sprays are applied as a mist into the air and must be in contact with the insect at the
time of spraying. They provide quick knockdown and fast results but temporary control. In
aerosol sprays, the insecticidal ingredients are dispersed by means of the vapour pressure of
liquefied inert gas rather than the pressure of compressed air. The inert gas is usually chloro-
fluorinol which is known to react with the ozone layer in the atmosphere and destroying it.

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This gas is considered as the prime cause of environmental disaster and latent catostrophy
through the destruction of ozone layer.

2. Surface or Residual Spray

Surface or residual sprays may have a petroleum or water base. They are applied on surfaces
as a wet spray rather than a mist and they leave a toxic layer of either fine crystals or film on
evaporation of the carrier. Surface sprays provide relatively slow knockdowns but long
lasting control against non-resistant flies and do not have to come in contact with the insect
at the time of spraying in order to be effective. Residual sprays are applied to surfaces
frequented by houseflies such as light fixtures, window screens and walls. When a residual
spray is used as a space spray, the large amount of toxicant becomes hazardous to the user, as
well as the resident guest and may contaminate the food as well.

3. Combination It is combination of space and surface spray. It could be effective due to its
instant knockdown and residual effect.

7.6.2 Toxicants Used for Space Sprays

1) Pyrethrum – this is the most common ingredient in a fly spray. At recommended dosage, it
is the safest toxicant and has exceptionally fast knockdown effect. It has the disadvantage
of not killing all the insects knocked down. It is a natural plant product.
2) Allethrin – this chemical is often referred to as synthetic pyrethrins. It has knockdowns
and mortality characteristics similar to natural pyrethrins when used against flying insects
in space sprays.
3) Residual sprays - DDT was considered to be very effective until 1950, but by then the flies
had become resistant to this toxicant. Today the most common toxicant used is Malathion
and Diazinon, but the housefly is becoming resistant to these toxicants too.
4) Baygon Bait: there are many fly killing insecticides in themarket, however many of them
do not solve the real problem of doing their work – that of bringing into contact the fly and
the insecticide. The ideal answer to this is the ready-to-use Baygon Bait. It first attracts,
and then kills the fly. The Baygon bait has the following advantages:
The dry granular form makes application very convenient for even unskilled
labour to sprinkle. No material for dilution or equipment is needed.
The application can be limited to areas of heady infestation which are easily
located. This avoids waste of material and labour.
Baygon also controls flies which have developed resistance to the action of
chlorinated hydro-carbon and organo-phosphorous insecticides.
The 2% formulation of Baygon bait has a relatively low order of toxicity to human
beings, yet is powerful enough to achieve extremely good results against flies in a
few minutes of application. The undisturbed bait remains effective for a very long
time.

7.7 BEES
The honey bee is man’s oldest insect friend known and it to this insect that we owe honey,
beeswax and proper fertilization of many of our crop plants for bumper yield. The honey bee

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is a social insect living in colonies of 20,000 to 80,000. As with man, the honey bee too has
its periods of depression. On cloudy days when they are unable to forage for nectar, they get
“frustrated” and need to “take out their frustration” on others. On these days we need to be
cautious.

Figure 7.4 Bee

Most individuals who fear bees do so because of their potent sting. When the bee stings the
sting, poison sac, and several other parts of the bee’s anatomy are torn from the bee’s body
and the bee soon dies. The action of the sting takes place instantly. The sting has barbs on it
and if it is not immediately removed the reflex action of the muscle attached to the sting
drives it deeper into the sting hole permitting more time for the poison to be discharged. The
pain in the sting gets more acute as the toxin is discharged. The toxin is formic acid.

7.7.1 Control of Bees

If the bees nest in the voids of a hotel, they should be controlled or they will enter
the living area. The removal of a bee colony once it has entered an attic or a wall
void is extremely difficult and it is difficult to find a bee keeper to attempt it.
Hence most bee colonies in wall voids are treated with insecticides.
A variety of insecticides are effective including bendiocard, carbaryl, diazinon,
malathion and porpoxur. The dust formulation of these products is preferable to
spray formulations when bee and wasp nests are in enclosed places.
Dust has the advantage of being widely distributed by the insects as they move
around in the nest.
Sprays kill only those insects which come in contact with the sprayed area.
Usually one application is sufficient with activity ceasing in one or two days.
Nests should be treated at night to avoid getting stung. Once the bees are killed the
walls where they have been nesting should be opened and the comb removed. If
not, the untended honey will run down and through the walls and attract insects
such as moths, cockroaches, and carpet beetles.

7.8 WASPS
The wasp flies above lawns which are infested with beetle grubs, as these grubs are food for
the wasp. Wasps appear in the morning and fly all day, retiring early in the evening. These
wasps generally do not attack people. In order to control them the lawn can be sprayed with
carbaryl or the grubs controlled with chloropyrifos or diazinon. These social wasps live in
colonies which number in thousands. These beneficial insects would not anger man except
that they like to live in close proximity with us. They nest in attics and voids in the walls
where they can go unnoticed for a long time. They usually go outdoors in search of food, but
when they are not able to get food, they come into the living area and become a threat to the
inhabitants of the house / rooms. They feed in trash cans, and enjoy our food and they resent
our efforts to keep them away from our food. When this happens they need to be controlled.

Figure 7.5 Wasp

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7.8.1 Control of Wasps
If the nest can be found, control of wasp is simple.
Simply spray bendiocarb, carbaryl, chloropyrifos, diazinon, or resmethrin into the
nest opening of the aerial nesters. Then wet the nest envelope. The nest may be
removed in a day or two.
For ground nests dust formulation of any of the above insecticides is preferable.
Workers entering the nest will track the dust into the nest and contaminate it. The
problem is that it is most difficult if not impossible to track the nest.

7.9 SPIDERS
There are 35,000 species of spiders in the world. Most spiders that are a cause of concern to
the public and which pest control experts are called upon to control are either large or have
striking marking. The large spider is often thought to be a tarantula, and the coloured one the
black widow. Only a few species of spiders reside in dwellings and a larger number stray or
are carried into the houses. Uninhabitated houses or buildings are popular ‘residential
quarters’ of the spiders.

Figure 7.6 Spider

The house spider is so cosmopolitan and so widely distributed that it is difficult to trace its
original homeland. The house spider selects its web sites at random. If the web does not yield
prey, it is abandoned and another site is selected. Eventually the spider end up constructing
webs where food is most available.

7.9.1 Control of Spiders

Improved storage, use of air tight boxes and bags, elevation of materials off the
ground, discarding unwanted items, and periodically sweeping or vacuuming
under furniture and behind mirrors and pictures are all helpful control measures.
Dust formulation lightly applied to the web can be quite effective. Dust
formulations are best directed against web building spiders. Dust formulations for
spiders include products containing bendiocarb, diazinon, malathion and
pyrethrum. Space sprays are DDVP, pyrethrum, and resmethrin.
Space sprays are useful for spider problems in confined areas when there is no
hazard to people using the structures. Residual sprays are usually applied to
infested windows, corners, doorframes, roofs, and storage areas.
Residual formulations include those based on bendiocarb, bromine, chloropyrifos,
DDVP diazinon, malathion, propetamphos, propoxur, pyrethrum, resmethrin, and
runnel.

7.10 BED BUG

This pest has plagued man since the dawn of civilization. Although this creature draws no
line between the rich and the poor, its presence is more evident in the quarters of the
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impoverished, owing to conditions more favourable for its growth. The bed bug is distributed
readily in a laundry and on clothes and baggage of individuals who have visited infested
areas. Once in the room, they become established in any convenient crack or crevice
particularly along the seams or buttons of mattresses, coils of bedsprings, wooden bedsteads,
upholstered furniture, the backing of pictures, behind wall paper, and calendars, behind
skirting boards and between floor boards or just about any place it can find to rest and
reproduce living there happily even after surrounded by a colony of kith and kin.

Figure 7.7 Bed Bug

These creatures are very wary and cautious, and their hiding place taxes the guests and
ingenuity of man. Infestations can be detected by the bloodstains on the walls or linen, and
by the characteristic spots of excrement. In addition to their disgusting appearance, the bugs
make a mess and they stink. The mess is due to their frequent excretion which causes
brownish, yellowish or black spots on the walls near the crevices where they hide. The dark
faeces to make way for a fresh meal.

7.10.1 Control of Bed Bug

DDT which was once considered the best control measure for bugs is today not
effective. The bugs have become totally immune to this insecticide.
Spray of 1% malathion, 1% fenchlophos, 0.5% DDVP, and 0.5% synegised
pyrethrins have given good results.
Mattresses should be treated only at the seams and should not be soaked in spray.
Mattresses should be allowed to dry and should be covered when used. Lindane,
malathion, pyrethrin or fenchlophos can be used to spray mattresses.
Several residual sprays used as water emulsions and or oil-based solutions may be
used away from beds: 0.5% diazinon 2% malathion, and 1% fenchlophos.
Hand spray is usually adequate and spraying should be done early in the day so
that the insecticide can dry before the room is used for sleeping.
Pyrethrum treatments need to be repeatedly given on account of its limited
residual action. Care should be taken not to sleep on a freshly sprayed mattress.

7.11 MOSQUITOES
Mosquitoes received very little attention until it was found that they were the cause for
malaria and other diseases. These are the most threatening pests nowadays. It was then that a
study was conducted, and it has been found that there are 1,700 species of these insects in the
world. Mosquito is found abundantly in the tropical region and there are stray occurances of
them even in the arctic region. Not all mosquitoes are blood suckers, and most of them are
attracted to light. Hence light traps are used in order to obtain information about them. Only
the females suck blood. The male feeds on pollen and nectar.

Figure 7.8 Mosquito

The vast majority of them prefer fresh water but some live in salt marshes and brackish
water. Still others are happiest in water contaminated with sewage. There are two main types
of mosquitoes – culicine and anopheline. The culicine types are painful biters and capable of
113
transmitting certain diseases found in tropical areas such as yellow fever, filariasis and
dengue fever. The anopheline groups are capable of transmitting malaria. By and large, the
mosquito constitutes a serious pest in the house. Many species inflict painful bites and some
species do so at night. Scratching the itching bite often sets up secondary complications.

7.11.1 Control of Mosquitoes

Control consists essentially of destroying the larvae and their breeding places. Tin
cans and all objects that hold water should be eliminated and the rain barrels and
cisterns are treated periodically.
Drainage provides permanent control and is used to eliminate small pools, swamps
and marshy areas; ditches, and creeks are cleaned up so that the water flows
evenly and does not stagnate or back up. Areas of water that cannot be eliminated
by draining or leveling are sprayed or dusted.
Prevention of bites is an essential feature in the prevention of mosquito borne
diseases. All buildings should be screened to prevent entry of these insects.
A mixture of indalone, Rutgers 612 and dimethylphthalate is a good general
repellent.
Aerosol bombs containing pyrethrum, rotenone or DDT are used to kill
mosquitoes in small areas.
DDT is used to spray wells and screens, and is effective for long periods, but kills
slowly, and should be used carefully.
The aedes and culex mosquitos remain in dark portions of the building and bite
during the day. Spraying will destroy them and prevent the spread of dengue and
filariasis.

7.12 RATS
Rats, mice and squirrels are from the same family – the Rodents. This group of animals is
distinguished by their teeth – large and chisel-like front teeth. They use these teeth to gnaw
through any kind of hard matter – wood and cement walls. There are many kinds of rats in
the world, but only two kinds of rats are pests man confronts with – the Norway rat and the
roof rat. The Norway rat is so called because it is believed that they originated in Norway.
They are larger, and have larger droppings than the roof rat.

Figure 7.9 Rat

Roof rats also known as black or ship rat which prefer warmer climate and upper floors of
buildings. The Norway rat prefers basements and often burrows around water sewers, docks
or wharfs. Rodents urinate and leave droppings on the food they eat. Their hair also drops in
these foodstuffs. Hence humans should not consume food contaminated by these creatures.

7.12.1 Control of Rats

Snap traps: trapping is done when the use of poisons is dangerous. Traps can be
used again and again. The bait should be tied securely to the trigger. This prevents

114
 the rodent from nibbling the bait without setting off the trigger. The bait may be
food or cotton. The rat uses the cotton for nesting.
Electromagnetic or ultra sound devices: electromagnetic devices work on the
principle that a magnetic field produces a barrier which has a stunning effect on
the rodents. The ultrasonic device works on the principle that certain high
frequencies and amplitudes of sound are irritating. Ultrasonic sounds are
directional and rodents seek shelter behind solid objects. In such cases there
should be alternate use of baits and traps in these shadow zones.
ANTU, Arsenic, Barium Carbonate, Phosphorous paste, Fluoroacetamide,
Strychnine, Zinc phosphide are the chemicals used to kill the rats. Most of these
chemicals are spread between two slices of bread in the form of a sandwich and
placed at the right place to trap the rats.

7.13 SILVERFISH
This primitive wingless insect is so called on account of its shining grey colouration,
its sinuous movements, and its quick darts to cover when disturbed. The silverfish is
nocturnal, shuns light and is most often seen when uncovered in dampish places like the
kitchen and the scullery. It is able to walk up rough vertical surfaces such as wall paper and
plaster, but unable to do the same on smooth surfaces like glass and porcelain. Hence it gets
trapped in wash basins and bathrooms.

Figure 7.10 Silverfish

The silverfish is responsible for little actual damage. It feeds on carbohydrate substances
such as starch used for wall paper paste and is recorded as biting small irregular shaped holes
in linen, cotton and artificial silk. Its carbohydrate diet is supplemented by protein from dead
insects and glues used in book binding. Silverfish is not of great economic importance, but is
an unpleasant inhabitant in our homes and needs to be attended to.

7.13.1 Control of Silverfish

Insecticides such as DDT, chlordane, dieldrin, and lindane formerly used for the
control of silverfish are no longer registered for use. Although liquids, dust or
baits can be used for the control of silverfish, liquids are preferred in visible or
exposed areas of the home where dusts or baits may present an undue hazard to
children or pets.
Dusts can be used in attics, basements, and places where their use is not
potentially hazardous.
In controlling silverfish, the insecticide will be most effective when applied where
the insect is most commonly seen.
Particular attention should be paid to inject small amounts of liquid into or dusts
into crevices and cracks formed by shelves, loose moulding or floor tiles, and
loose drawer glides.
Silverfish are commonly found around book shelves. These shelves should
therefore receive the crack and crevice injections. Caution must be exercised
when applying liquids, as the liquid may stain the books especially when water
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 based sprays are used. When it is not possible to use either sprays or dust, then it
is advisable to sprinkle bait on the shelves.
A small amount of bait, bait dispenser, or bait pellets can be put in the corner of
the bookshelves.

7.14 TERMITES
Termites are insects that cause serious damage to wood and paper. They actually eat
wood as food, and like ants, live in colonies.

Figure 7.11 Termites

There are three types of termites – the subterranean, the damp wood and the dry wood
termites. The subterranean termite lives in the ground which provides the dampness required
for it to stay alive. The damp wood termite needs a lot of moisture to survive, but does not
need to return to the ground. It can stay in the wood which is close to the ground or near a
leaking roof. The dry roof termite is often found living in desert areas. They do not need
water or moisture to survive and can nest in dry seasoned wood.

7.14.1 Control of Termites

Termites attack a building from their colonies under its floor or from outside or both. Any
treatment given should be such that it prevents future re-infestation through the foundation.
This is achieved by four technical operations.
Structural alterations: this includes any structural operation which renders a
structure less susceptible to termite attack or which renders the immediate
surroundings of a structure less favourable to termites.
Soil treatment: chemicals are applied to the soil immediately adjacent to or under
a structure for the purpose of eliminating existing infestations and creating an
insecticidal barrier.
Foundation treatment: this involves application of chemicals to any type of
foundation for preventing access to termites.
Wood treatment: chemicals are applied to wooden members of the structures to
render them resistant to termites.

7.15 BATS
Bats are natural reservoirs or vectors for a large number of pathogens including rabies.
Their high mobility, broad distribution, social behaviour (communal roosting, fission-fusion,
etc.) and close evolutionary relationship to humans make bats favourable hosts and
disseminators of disease. Many species also appear to have a high tolerance for harbouring
pathogens and often do not develop disease while infected.

Figure 7.12 Bats

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Due to the risk of rabies and also due to health problems related to their faecal droppings
(guano), bats should be excluded from inhabited parts of hotels.

7.15.1 Control of Bats

The simplest procedure for expelling a maternity colony begins with the
installation of a bat box. After that, the bat box entrances is sealed and removed from the
hotel premises. With a little patience and effort, one can completely exclude bats from the
hotel permanently and successfully.

Figure 7.13 Bat Box

CHECK YOUR PROGRESS

1. What are pests?

2. Fill in the blanks:
i) German cockroach prefers a …………….. and …………….. environment.
ii) Lizards love ……………. and its ……………
iii) There are about …………… species of spiders in the world.
iv) The …………… mosquitoes suck blood.
v) ………………… is one of the method to prevent termites.
3. List some of the toxicants used for space sprays.
4. Name some of the insecticides used to control bees.
5. Where do you usually kind the bed bugs?
6. Name some rodents.
7. What are termites?

7.16 LET US SUM UP

Pest is an organism which has characteristics that are regarded by human beings as
injurious or unwanted. Pest control is one of the major job of the housekeeping department in
a hotel. Some of the common pests are ants, cockroaches, lizards, flies, bees, wasps, spiders,
bed bug, mosquitoes, rats, silverfish, termites, bats, etc. Sanitation is an important part of pest
control. Successful pest control should begin with good housekeeping. It is important to
know something about the habits of the pests in order to take proper preventative measures
and to select and apply appropriate pest control products correctly. Using the wrong control
product or using the right product but in the wrong manner may result in unsatisfactory
control. Keep in mind that different pests may be found in different parts of the building, in
different seasons or in different years. Apart from pests, there are also ‘special uninvited
guests’ such as snakes and wild animals, which can be sited near the chalets, hunting lodges
camping sites which could pose serious threats to safety and occasionally ay turn out to be
fatal. The practical way to control will be to be wary of the danger an keep the premises free
from vegetation.

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7.17 LESSON END ACTIVITY

1. Visit a pest control organization in your town and note down the list of pest control
chemicals sold.
2. Prepare a chart describing the method to control some of the common pests in a hotel.

7.18 KEY WORDS

Contagious Capable of transmitting disease; carrying a disease

Fatal Causing or capable of causing death
Nocturnal Of, relating to, or occurring in the night
Congregate Gathered; assembled
Linoleum A durable, washable material made in sheets by pressing a mixture of heated
linseed oil, rosin, powdered cork, and pigments onto a burlap or canvas
backing. Linoleum is used as a covering especially for floors.
Hibernate To be in an inactive or dormant state or period
Carnivorous A flesh-eating animal
Malathion A trademark used for the organic compound, C10H19O6PS2, used as
an insecticide

Fumigant A chemical compound used in its gaseous state as a pesticide or

disinfectant
Dysentery An inflammatory disorder of the lower intestinal tract, usually caused by
a bacterial, parasitic, or protozoan infection and resulting in pain, fever,
and severe diarrhea, often accompanied by the passage of blood and
mucus
Allethrin A synthetic clear or amber-colored viscous insecticide, C19H26O3,
similar to pyrethrin
Diazinon An amber liqui d , C 12H21N2O3PS, used as an insecticide.

7.19 QUESTIONS FOR DISCUSSION

1. Enumerate the method of controlling rats, bats and lizards.
2. Explain in your own words the method of controlling ants, flies and mosquitoes.
3. Where you usually find bed bugs? Explain how will you control them.

CHECK YOUR PROGRESS - ANSWER

1. Pest is an organism which has characteristics that are regarded by human beings as
injurious or unwanted. It is so most often because pests cause serious damages and
substantial economic loss to the hotel properties and human health by carrying, spreading
and transmitting contageous and often fatal diseases.

2. i) warm, moist
ii) sun, heat
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 iii) 35,000
iv) female
v) Soil treatment

3. Pyrethrum, allenthrin, residual sprays and Baygon bait.

4. Insecticides such as bendiocard, carbaryl, diazinon, malathion and porpoxur are used to
control bees.

5. In the hotel room, the bed bug become established in any convenient crack or crevice
particularly along the seams or buttons of mattresses, coils of bedsprings, wooden bedsteads,
upholstered furniture, the backing of pictures, behind wall paper, and calendars, behind
skirting boards and between floor boards or just about any place it can find to rest and
reproduce.

6. Rats, mice and squirrels.

7. Termites are insects that cause serious damage to wood and paper. They actually eat wood
as food, and like ants, live in colonies.

7.20 REFERENCES

1. San Ramon (1998), Controlling Household Pests, Chevron Chemical Company, Ortho
Books, California.

2. Lifton, Bernice (1991), Bug Busters: Poison-Free Pest Controls For Your House &
Garden, Avery Publishing Group, Inc., New York.

3. Mallis, Arnold (1990), Handbook of Pest Control, 7th Edition, Franzak & Foster,
Cleveland, Ohio.

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 LESSON 8

KEY AND KEY CONTROL

CONTENTS

8.0 Aims and Objectives

8.1 Introduction
8.2 Key and Key Control
8.3 Types of Keys
8.3.1 Emergency Key
8.3.2 Master Key
8.3.3 Guest Key
8.4 Guiding Principles in Key Control System
8.5 Limitations of Metal Keys
8.6 Key Cards
8.7 Let Us Sum Up
8.8 Lesson End Activity
8.9 Key Words
8.10 Questions for Discussion
8.11 References

8.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Emergency key, master key and guest keys
Guiding principles in a key control system.

8.1 INTRODUCTION
Every management owning property needs to establish procedures for its staff to follow that
will help ensure the safe and secure functioning of the operation. All employees, not merely
security personnel, should know the appropriate security procedures that will help protect the
guests and the property from danger and loss at the hands of criminals. The housekeeping
staffs are closely in touch with the guests, and therefore, they are more responsible for
the security of the guests. Many security procedures are needed to control external theft by
opportunist guests and internal theft by employees. Other procedures address the potential for
loss created by or during emergencies, including accidents. Asset protection procedures
involve protecting the property from losses arising from any number of sources, both internal
and external.

The guest room represents the inner-circle of a hotel security plan. The guestroom is the
sanctuary for the weary traveler wherethey expect to be safe. The guestroom doors and
windows must be fortified to prevent forced entry. Installation of burglar proof door locking
system and key control are vital to ensure guestroom safety against theft. This chapter
discusses about the keys and key control.

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8.2 KEY AND KEY CONTROL
A key is a device which is used to open a lock. A typical key consist of two parts: the blade,
which slides into the keyhole t o unlock the door, and the bow, which is left protruding so
that torque can be applied by the user to open the door. The blade is usually designed to open
one specific lock, although master keys are designed to open sets of similar locks.

Figure 8.1 Key

A system of key control is essential to the security of a lodging property. All keys whether
metal or electronic should be adequately controlled. The security of a key lock system is
seriously weakened when keys are issued to a great number of people or to anyone who has
no legitimate need for a key. The best lock in the world may be unable to protect a property
or its guests if poor key control allows a criminal to obtain a key to that lock.

8.3 TYPES OF KEYS

Most lodging properties use at least three types of keys. These types typically include
emergency keys, master keys, and guestroom keys.

8.3.1 Emergency Key

The emergency key opens all guestroom doors, even when they are double locked. It
can be used, for example, to enter a room when the guest needs help and is unable to reach or
open the door. The emergency key should be highly protected and its use strictly controlled
and recorded; it should never leave the property. One procedure for emergency keys is to
have them locked in a safe or safe deposit box and signed out by the individual needing one.
The log should be dated and signed by the individual taking the key.

8.3.2 Master Key

A master key is designed to open a set of several locks. These locks also have keys which are
specific to each one (the change key) and cannot open any of the others in the set. Locks
which have master keys have a second set of the mechanism used to open them which is
identical to all of the others in the set of locks. For example, master keyed pin tumbler locks
will have two shear points at each pin position, one for the change key and one for the
master key. A far more secure (and more expensive) system has two cylinders in each lock,
one for the change key and one for the master key. Larger organizations, with more complex
"grandmaster key" systems, may have several masterkey systems where the top level
grandmaster key works in all of the locks in the system. A master key opens all guestrooms
that are not double locked. Depending upon the need, the master key may be further
established as a housekeeping staff master key, a floor supervisor master key, and a grand
master key for management purpose.

1. Grand Master Key

Key operates all locks in the Hotel. Including laundry and linen rooms.
2. Floor Supervisors Master Key
Key operates all sections on the floor/ floors supervised by the particular supervisor.
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3. Housekeeping Staff Master Key
Key operates all rooms serviced by particular room maid or housekeeping staff.

Figure 8.2 Master Key

Above keys will not open the lock when the Guest has Double Locked it from inside. From a
security point of view, master keying is undesirable; but from a practical point of view,
however it is necessary. Master keying presents two security drawbacks:
First is the danger that if a master key is lost or stolen, several locks in the system
would be compromised, thus providing access to all those locks.
Second is the loss of master key. An answer might be to use nonmaster key sets
for high security areas and master key sets for low security areas.

8.3.3 Guest Key

The hotel guest room key is normally issued to open only one room for which it was
intended, viz. individualised key for each lock. If the guest room lock is in shut-out mode the
guest room key can neither open it nor lock from outside of the room.

8.4 GUIDING PRINCIPLES IN KEY CONTROL SYSTEM

Security of keys is essential from the moment they arrive on site. Keys should be
stored separately and securely.
No unauthorised person should be allowed access to any key, either to examine or
handle it, since a photograph or impression can be taken in few seconds and
duplicate subsequently made.
Keep a log book of all keys signed out.
Establish protocol for distribution of keys.
Use keys that do not identify the property’s name, address, logo, or room number.
Perform an annual key audit
When keys are lost or stolen, the locks should be changed or rotated to another
part of the property.
Authorised employees should remind guests to return keys at check-out.
The loss or suspected compromise of a key should be reported immediately and,
after due investigation, a decision be made as to whether or not the lock should
be changed.
Place well-secured key return boxes in the lobby, at exit points of the property,
and in courtesy vehicles.

8.5 LIMITATIONS OF METAL KEY

Metal keys require a hotel to maintain an elaborate key control system with daily
inventories of master key and E-Key checkout logs for the staff.
The guest has no way of knowing that an adequate key control system is in place.
Metal keys can be easily duplicated. And if a master key is duplicated, the security
of the rooms is seriously compromised.
If a room key or master key turns up missing, the affected locks must be changed.
This incident creates an on-going maintenance problem and expense for a hotel.
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8.6 KEY-CARDS
Metal room keys are being replaced by electronically coded key-cards. A keycard,
while not actually considered a key, is a plastic card which stores a digital signature that is
used with electronic access control locks. It is normally a flat, rectangular piece of plastic and
may also serve as an ID card. There are several popular type of keycards in use and include
the mechanical holecard, bar code card, magnetic stripe card, smart card (embedded with a
read / write electronic microchip), and RFID proximity cards. The keycard is used by
presenting it to a card reader; swiping or inserting of magnetic stripe cards, merely being
brought into close proximity to a sensor. Bar code technology is not a secure form of a key,
as the bar code can be copied in a photocopier and often read by the optical reader. Magnetic
stripe keycards are becoming increasingly easy to copy, but have the security advantage that
one may change the stored key in a magnetic swipe card in case the current key is
compromised.

Figure 8.3 Key-Cards

Key-cards have the capability of being randomly coded at the point of registration, which re-
emphasizes the guest perception of room security. Key-card control is computer-based and
therefore creates the necessary audit trail automatically. Master keys can be changed in a
matter of a few keystrokes and lost key-cards are easily removed from the system. One of the
best security features is the ability of the computer to investigate each door lock and get a
printout of everyone who accessed a particular room. This dramatically cuts down on theft
from the rooms by hotel employees. The security advantage of the key-cards has made it
popular and many medium and large sized hotels are adopting this key-card system.

CHECK YOUR PROGRESS

1. What is a key?
2. What are the three types of keys found?
3. Name the different master keys in a hotel.
4. Write short account on key card.
5. Key consists of how many parts? What are they?
6. Enumerate the limitations of metal key.

8.7 LET US SUM UP

Hotel owners need to establish procedures for its staff to follow that will help ensure the safe
and secure functioning of the operation. All employees should know the security procedures
to protect the guests and the property. The guestroom doors and windows must be fortified to
prevent forced entry. Installation of burglar proof door locking system and key control are
vital to ensure guestroom safety against theft. A system of key control is essential to the
security of a lodging property. All keys whether metal or electronic should be adequately
controlled. Most lodging establishments use emergency keys, master keys and guestroom
keys. Metal keys are being replaced by electronically coded keycards. It is normally a flat,
rectangular piece of plastic which stores a digital signature that is used to control locks.
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There are several popular types of key-cards in use, viz. hole-card, bar code card, magnetic
stripe card, smart-card, etc.

8.8 LESSON END ACTIVITY

1. Familiarise with different types of keys available in the hotel, its accessibility and security
arrangement

8.9 KEY WORDS

Key Card A plastic card which stores digital signature that is used to control locks.
Emergency Key The key used to open all guestrooms, evenwhen they are double locked.
Grand Master Key Key that opens all locks in a hotel (including laundry and linen rooms).
Master Key A key which is designed to open a set of locks.
Burglar A thief who enters a building with intent to steal
Fortify Make strong and secure
Weary Causing fatigue; tiresome
Sanctuary Something that physically protects, especially from danger
Asset A valuable item that is owned
Opportunist One who takes advantage of any opportunity to achieve an end, often
with no regard for principles or consequences

8.10 QUESTIONS FOR DISCUSSION

1. What are the guiding principles in key control systems?
2. Discuss about the existing key types and key control systems operational in your place of
work.
3. Enumerate different types of keys.

CHECK YOUR PROGRESS – ANSWER

1. A key is a device which is used to open a lock.

2. Emergency keys, master keys and guestroom keys.
3. Grand master key, floor supervisor’s master key and housekeeping staff master key.
4. A key-card is a plastic card which stores a digital signature that is used with
electronic access control locks. There are several popular type of key-cards in use
and include the mechanical holecard, bar code, magnetic stripe, smart card
(embedded with a read / write electronic microchip), and RFID proximity cards.
5. Key consists of two parts. They are the blade and the bow.
6. The limitations of the metal key are as follows:
i) Metal keys require a hotel to maintain an elaborate key control system with
daily inventories of master key and E-Key checkout logs for the staff.
ii) The guest has no way of knowing that an adequate key control system is in
place.
iii) Metal keys can be easily duplicated. And if a master key is duplicated, the
security of the rooms is seriously compromised.

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 iv) If a room key or master key turns up missing, the affected locks must be
changed. This incident creates an on-going maintenance problem and
expense for a hotel.

8.11 REFERENCES
1. Ellis, Raymond C. and Stipanuk, David M. (1999), Security and Loss Prevention
Management, Lansing MI.
2. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel Housekeeping Principles
and Practice, Edward Arnold, London.
3. Rosemary Hurst (1971), Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.
4. Louis A. Tyska, Lawrence J. Fennelly (2000), Physical Security 150 Things You
Should Know, Elsevier.
5. Bill Phillips (2005), The Complete Book of Locks and Locksmithing, McGraw-Hill
Professional.

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 LESSON 9

ORGANISATIONAL STRUCTURE OF

HOUSEKEEPING DEPARTMENT

CONTENTS

9.0 Aims and Objectives

9.1 Introduction
9.2 Organisational Structure of Housekeeping Department
9.3 Duties and Responsibilities of Housekeeping Staffs
9.3.1 Executive Housekeeper
9.3.2 Public Area Supervisor
9.3.3 Floor Supervisor
9.3.4 Uniform / Linen Room Supervisor
9.3.5 Night Supervisor
9.3.6 Room Attendant
9.3.7 Uniform / Linen Room Attendant
9.3.8 Cloak Room Attendant
9.3.9 Tailor / Upholsterer
9.3.10Head Gardener
9.3.11Houseman
9.3.12Gardener
9.4 Let Us Sum Up
9.5 Lesson End Activity
9.6 Key Words
9.7 Questions for Discussion
9.8 References

9.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Organisational structure of housekeeping department
Duties and responsibilities of each housekeeping staffs.

9.1 INTRODUCTION
The success and credibility of the hotels depends solely on their in-house professionally
skilled team. Top quality service, with dedicated, trained, intelligent, sincere, honest and
motivated staff is what is important for a hotel housekeeping department. This team succeeds
in building and maintaining the image and reputation of the hotel and creating and sustaining
regular and previlaged guest visits. For providing excellent and satisfying quality service, lot
of effort has to be made towards organizing and training the housekeeping staffs
continuously. Additionally, the trained staff must be retained ensuring the consistency and
staff dedication remains focused through various methods of training and motivation. The
largest work force of the hotel is in the housekeeping department. It would be appropriate at
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this stage to understand the hierarchy, duties and responsibilities of all the housekeeping
staffs for effective communication and coordination.

9.2 ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT

The organizational structure of the housekeeping department mainly depends on the
activities and the size of the hotel. The charts below show the organizational of structure of
the large and medium sized hotels. In the small hotels one or more jobs are integrated and
handled by the few housekeeping personnels.

Figure 9.1 Organization Chart of a Large Hotel

Figure 9.2 Organization Chart of a Medium Sized Hotel

1. Executive Housekeeper
Responsible and accountable for the total cleanliness, maintenance and aesthetic
upkeep of the hotel. This is achieved with the resources of manpower, materials, machines,
money, space and time available to him.

2. Assistant Housekeeper
May be one for each shift of a large hotel. He may be the housekeeper of a small hotel
or the only deputy to the Executive Housekeeper of a medium-sized hotel. He manages the
resources given by the Executive Housekeeper to achieve the common objectives of
cleanliness, maintenance and attractiveness in a given shift. His accountability normally ends
on the completion of his shift.

3. Uniform Room Supervisor

A non-management person solely responsible for providing clean serviceable
uniforms to the staff of the hotel. As the hotel staff are all practically in uniforms his / her
task is enormous and demanding as h e / she has to keep an inventory control on various
stages of use, such as, when sorted ones are handed over, or those which are being washed or
dry-cleaned in the laundry.

4. Uniform Room Attendants

The uniform supervisor is assisted by attendants who actually do the issue of uniforms
in e x c h a n g e f o r soiled ones for onward transmission to the laundry. These attendants
are in actual contact with the staff.

5. Linen Room Supervisors

A non-management person solely responsible for the acquisition, storage, issue and
cleanliness of linen in its various forms. His job is a mammoth task because he keeps track of
all linen as they would number in thousands.

6. Linen Room Attendant

Assists the supervisor by actually issuing linen and filling such records as necessary.

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7. Tailor / Seamstress
Tailor or seamstress personnel are responsible for stitching and mending t h e l i n e n
upholsterys.

8. Helpers
They are to be found both in Uniforms and linen Rooms and do the physical work of
transporting, counting and bundling of uniforms and linen.

9. Floor Supervisor
Responsible for the cleanliness, maintenance and presentability of the guest floors attached to
him in a shift. His scope encompasses guest rooms, corridors, staircases and floor pantries of
the allotted floor.

10. Public Area Supervisor

Responsible for the cleanliness, maintenance and presentability of all public areas which
include restaurants, bars, banquet halls, garden, administrative offices, shopping arcade,
health club, swimming pool, main entrances and car park areas.

11. Room Attendants

Known also as chamber maids or room boys. They do the actual cleaning of guest rooms and
bathrooms allotted to them. They are not responsible for the cleanliness of corridors, guest
elevators or floor pantries.

12. Head Houseman

Supervises the work allotted to Houseman, especially those in public areas. In mediumsized
hotels he could be the person in charge of housekeeping on night shifts.

13. Housemen
Usually handy men who do the heavy physical cleaning required in guest rooms and public
areas. Their job would include vacuuming, shifting of furniture, cleaning of windows panes,
mopping, braising, sweeping, etc.

14. Desk Control Supervisor

Is the hub of information dissemination in housekeeping and is thus the critical person in
housekeeping operations. The Housekeeping Desk must be manned 24 hours as guests and
staff will contact this desk to transmit or receive information. It is the Desk Control
Supervisor who co-ordinates with the front office for information on departure rooms and
handing over cleared rooms. The Desk also receives complaints on maintenance from
Housekeeping supervisors spread all over the hotel.

15. Runner He is a person who goes from one guest room to another collecting or delivering
guest laundry.

16. Clack Room Attendants

Cloak room attendants are persons responsible for the supply of clean dry towels, soaps and
perfumeries, prescribed by the management for the guest rooms.

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17. Hat- Checkers
This is a service provided by superior hotels in cold climates. A hat-check room is where hat
and heavy overcoats are deposited by guests as soon as they enter the hotel lobby so as to
spare them the inconvenience of carrying them around in the hotel. The hat-checker would
carefully label these guest articles and hang and store them correctly so as to return them to
the guests when they are leaving the hotel.

18. Night Supervisor

They handle all aspect of housekeeping at night including desk control operations, issue of
linen and uniform in an emergency, etc. His area of activity extends over guest rooms, public
areas as also linen and uniform rooms. He is solely responsible and accountable at night for
smooth housekeeping through his night brigade and has larger decision-making authority
than other supervisors as he is the housekeeper for the night.

19. Horticulturist
Many hotels may contract horticultural work to an outside agency. However, a large number
of large hotels have professionally trained Horticulturists who maintain the gardens of the
hotels as well as supply flowers from the garden for interior decorations and floral
arrangements. Flowers are used in banquet functions, guest rooms, restaurants, lobbies,
offices, etc. The Horticulturist would have to ensure smooth supply of flowers as well as
assist the Housekeeper in flower arrangements.

20. Head Gardener

Supervises the brigade of gardeners in maintaining hotel garden and keeping them
contemporary each season.

21. Gardeners Does the actual digging, planting, watering, etc. of gardens on a day-to-day
basis.

9.3 DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFFS

9.3.1 Executive Housekeeper

1. Supervise and be responsible for cleanliness, order and appearance of the hotel rooms and
public areas, annexes, cottages, facilities, service corridors, linen and uniform rooms,
shopping arcades and employees.

2. Schedule, recruit, train, and recommend hiring, discharging and discipline of all
department employees through management and in accordance with labor regulations.

3. Prepare reports as required.

4. Participate in all department head meetings. Supervise preparation of maintenance

requisitions and maintain followup file to ensure that all public areas and guest
accommodations do not deteriorate from standard.

5. Train all employees to perform their best in the standard procedures as applicable to their
job positions.
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6. Develop and recommend standard procedures for new tasks or changed conditions.

7. Inspect personally, and supervise inspections by Assistants of all areas in a frequent and
unvarying schedule.

8. Pay particular attention on inspection to the presence, of odors and pests and appropriate
control measures.

9. Work closely with the General Manager on day-to-day Housekeeping requirements.

10. Supervise linen stock and recommend the maintenance of adequate quantities of cleaning
equipments and cleaning supplies with due regard to delivery requirements and import
restrictions on cleaning equipments. Develop and supervise the maintenance of the lost
and found procedure including the disbursement of unclaimed articles to employees.

11. Prepare the annual housekeeping budget for submission to the General Manager. Identify
reliable suppliers of housekeeping materials including carpets, linen, etc, and
recommend them to the Purchase Department. Develop Housekeeping Systems and
Procedures and see that they are followed diligently. Plan, control and supervise
horticultural requirements and commitments.

9.3.2 Public Area Supervisor

1. Check all public areas against area check-lists and see that they meet the standards
of cleanliness stipulated.
2. Remove furniture, curtains and other fixtures, which require repairs, mending,
spotting, washing, etc.
3. Maintain a regular and complete advance scheduled programme for cleaning public
areas after receiving the final concurrence of the Executive Housekeeper.
4. Prepare schedule for the chandelier cleaning crew.
5. Prepare Schedule for the carpet shampoo crew.
6. Inspect staff turnout.
7. Train new recruits.
8. Submit performance appraisals of staff working under his / her control.
9. Clean safety and security systems in public areas, e.g. locks, shutters, etc.
10. Account for furniture movements, if any.
11. Initiate and follow-up maintenance orders for public areas/ service areas under his
/ her control.
12. Check and control equipment like hovers, floor washing machines, floor polishing
machine, carpet shampoo and beating machines and ensure that they are used
correctly and maintained properly.

9.3.3 Floor Supervisor

1. Assign duties to the floor housemen and room attendants.
2. Inspect each room completed by Room Attendants according to specified room
checklist and ensure that they meet the standards of the establishment in terms of
cleaning, functional and aesthetic value.
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 3. Check par stocks of linen and guest supplies and cleaning supplies on floors and
ensure timely delivery of soiled linen to laundry and requisition for fresh linen
from linen room and guest supplies / cleaning supplies from the stores.
4. Train Room Attendants and Housemen for maximum productivity and standards of
efficiency.
5. Submit performance appraisals periodically for each staff under his / her control.
6. Check all safety systems on the allotted floors.
7. Liaise with security on security aspects on guest floors.
8. Account for movement of linen from his / her floors.
9. Prepare housekeeping occupancy lists for front Office.
10. Check all maids’ carts to ensure it is well stocked with linen and supplies and as
per standards stipulated.
11. Follow upon maintenance orders sent to Engineering.

9.3.4 Uniform / Linen Room Supervisor

1. Schedule linen / uniform room staff.
2. Check periodically the condition of uniform and hotel linen.
3. Assign daily work to tailors.
4. Devise and maintain an effective control system to issue clean linen and uniforms.
5. Co-ordinate closely with the laundry department to ensure timely supply of fresh
uniforms and linen.
6. Conduct periodic inventories of linen and uniforms.
7. Ensure that all linen, uniforms needing stitching, mending is immediately attended
to before being sent to the Laundry Department.
8. Ensure that the Linen Room is kept neat and clean.
9. Ensure that all linen, uniforms and materials are neatly and systematically stacked
and arranged and properly labelled.
10. Train the staff to perform their duties effectively and, efficiently.
11. Maintain all relevant records in respect of material, uniforms / linen-storage and
movement.

9.3.5 Night Supervisor

Supervises all night force engaged in cleaning public areas and guest rooms of hotel. His
duties and responsibilities are same as that of the floor supervisor and public area supervisor.

9.3.6 Room Attendant

1. Clean guest bathrooms and replenish supplies.
2. Clean guest bedroom and replenish supplies as per room checklist.
3. Report missing or broken hotel property to the Floor Supervisor.
4. Maintain a polite, dignified and helpful and pleasing attitude towards the guests.
5. Attend daily briefings and give attendance.
6. Receive allocation of floor and rooms.
7. Replenish maid cart with guest supplies, detergents and linen.
8. Count soiled linen handed over to floor linen room.
9. Hand over lost and found articles to Supervisor
10. Make physical check of rooms for preparing the house keeping occupancy list.
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 11. Check that all bulbs and switches are working. In case of defect or fuse, report the
same to the Floor Supervisor.
12. Change the water glasses daily and fill the water flasks.
13. Turn down beds in the evening and draw the curtains. Remove and dispose off
refuse and rubbish at the assigned area.
14. Return keys to the Housekeeping Department before going off duty.
15. Ensure that Housemen polish guest shoes and assist the Bell Boys in carrying guest
luggage when required.
16. Prepare room checklist.

9.3.7 Uniform / Linen Room Attendant

1. Issue uniforms to all hotel employees on a one-to-one basis.
2. Count soiled uniforms / linen received and deliver the same to the laundry
department.
3. Maintain records of linen and uniforms movements.
4. Store uniform and linen according to prescribed methods. Check for damages when
receiving dirty uniforms.
5. Check for fitness of uniforms as per norms laid down before issuing.

9.3.8 Cloak Room Attendant

1. Take soiled hand towels to the linen room for replacement.
2. Maintain adequate stocks of soap, detergents and hand towels to meet demands at
peak level.
3. Maintain shoe-shine kit and clean guest shoes, if required.
4. Maintain all cupboards and fixtures installed in the cloak room.
5. Maintain a polite, dignified and helpful attitude to guests.
6. Report any plumbing deficiencies to Public Area Supervisor.
7. See that clack rooms are immaculately clean. Faucets should be sparkling, wash
basins dry and environment free of unpleasant odour.
8. Supply the guest with towels, soap, comb, brush and powder.
9. Sweep, wash and scrub the floors.
10. Clear the soiled linen periodically from the baskets.
11. Brush the guest’s jacket, if requested.

9.3.9 Tailor / Upholsterer

1. Mend all damaged linen.
2. Mend all damaged uniforms.
3. Refurnish all damaged upholstery handed over by the Supervisor.
4. Estimate the requirements of material and request the Linen Room Supervisor to
requisition it from stores.
5. Collect material from the stores and take to the work area assigned.
6. Pre-shrink all materials which have a tendency to shrink.
7. Cut the fabric as per requirement of each particular item.
8. Check the quality of springs, in the cots and replace, if necessary under directions of
the Linen Room Supervisor.
9. Fasten springs properly with strings and place the foam in position.
10. Keep the work area assigned neat and tidy.
11. Store systematically all items, i,e, needle, thread, etc. Prepare requisition for
replenishment of stock and render accounts of the same.
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 12. Render account of material consumed and balance left over should be handed back
to stores.

9.3.10 Head Gardener

1. Ensure that the prescribed landscaping is carried out in the garden.
2. Be knowledgeable about seasonality of plants and their maintenance conditions.
3. Brief on the work, schedule and allot duties to gardeners to meet daily exigencies.
4. Dig-up landscaped areas for fresh planting.
5. Procure seeds from reliable sources at least cost.
6. Procure, control and supervise the usage of manure and fertilizers.
7. Ensure that seeds planted are done so with consideration for ultimate aesthetic
appeal and survival.
8. Ensure that gardeners follow the watering fertilizing and maintenance schedules,
reporting any water shortage problems and suggesting alternatives.
9. Cut, prune, trim hedges, bushes, flowers to enhance aesthetic appeal.
10. Maintain nursery at optimum conditions and ensure steady supply of saplings for
planting.
11. Provide the hotel with flowers, garlands, wreaths, bouquets as required. Also grow,
supply and maintain indoor plants for the hotel.
12. Ensure that lawns are well maintained, healthy and kept clean at all times.
13. Train and motivate gardeners.
14. Ensure that gardeners handle garden tools and machines properly and carefully.

9.3.11 Houseman
1. Hoover carpets.
2. Shift beds, chairs, heavy furniture for cleaning carpets.
3. Beat carpets and shift from one area to another.
4. Clean swimming pool when assigned.
5. Clean all surfaces including garden paths, etc.
6. Polish all brassware.
7. Clean all windows, door and ventilators.
8. Clean and replenish linen in the floor and pool area.
9. Do all heavy cleaning like shaft cleaning, terrace cleaning, etc.

9.3.12 Gardener
1. Take daily briefing from Head Gardener.
2. Maintain landscaped area properly and also prepare for fresh planting.
3. Plant seeds and saplings as per conditions and concept prescribed.
4. Apply manure and fertilizers economically ensuring proper coverage.
5. Perform spraying of insecticides and fungicides to control or as prophylactic measure
against pest and disease incidence as directed by the Head Gardner.
6. Water all gardened areas as per daily schedule and routine.
7. Maintain the nursery as instructed.
8. Cut, trim, Prune hedges, buses, flowers to enhance aesthetic appeal.
9. Prepare such flowers potted plants, wreath, bouquets, etc, as required by the Hotel.
10. Maintain indoor plants as per schedule when assigned.
11. Utilize garden tools correctly.
12. Be punctual and regular.

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CHECK YOUR PROGRESS
1. Name some important positions in the Housekeeping Department.
2. What is the role of an Executive Housekeeper in a hotel?
3. What are the duties and responsibilities of a Public Area Supervisor?

9.4 LET US SUM UP

The success of the hotels depends solely on their staffs. For providing excellent and
quality service, lot of effort has to be made towards organizing and training the housekeeping
staffs. The largest work force of the hotel is in the housekeeping department. The
organizational structure of the housekeeping department mainly depends on the activities and
the size of the hotel. Generally, the housekeeping department shall have staffs like Executive
Housekeeper, Assistant Housekeeper, Uniform Room Supervisor, Uniform Room
Attendants, Linen Room Supervisors, Linen Room Attendants, Tailor / Seamstress, Helpers,
Floor Supervisor, Public Area Supervisor, Room Attendants, Head Houseman, Desk Control
Supervisor, Runner, Cloak Room Attendants, Hat-Checkers, Night Supervisor, Horticulturist,
Head Gardener, Gardeners.

9.5 LESSON END ACTIVITY

1. Prepare a suitable flow chart of organizational structure suitable for our hotel.
2. Visit a few nearby hotel and study their organization chart and staffing pattern.

9.6 KEY WORDS

Hierarchy Categorization of a group of people according to ability or status
Mending Clothes and other articles that must be repaired
Corridors A narrow hallway, passageway, or gallery, often with rooms or apartments
opening onto it.
Arcade A series of arches supported by columns, piers, or pillars, either freestanding or
attached to a wall to form a gallery
Mopping Applying hot bitumen with a mop or mechanical applicator on the felt of a
built-up roof membrane, on a roof-deck, or the like.
Perfumeries A substance that emits and diffuses a fragrant odor, especially a volatile liquid
distilled from flowers or prepared synthetically
Upholsterer Fabric, stuffing, and other materials used in upholstering

9.7 QUESTIONS FOR DISCUSSION

1. Briefly describe the duties and responsibilities of the housekeeping staffs.
2. Enumerate the importance of the housekeeping department.
3. Explain in detail the duties and responsibilities of the Executive Housekeeper and Uniform
/ Linen Room Supervisor.

CHECK YOUR PROGRESS - ANSWER

1. Some of the important positions of Housekeeping Department are Executive Housekeeper,
Assistant Housekeeper, Uniform Room Supervisor, Uniform Room Attendants, Linen Room

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Supervisors, Linen Room Attendants, Tailor / Seamstress, Helpers, Floor Supervisor, Public
Area Supervisor, Room Attendants, Head Houseman, Desk Control Supervisor, Runner,
Cloak Room Attendants, Hat-Checkers, Night Supervisor, Horticulturist, Head Gardener,
Gardeners.
2. The Executive Housekeeper is responsible and accountable for the total cleanliness,
maintenance and aesthetic upkeep of the hotel.
3. The Public Area Supervisor is responsible for the cleanliness, maintenance and
presentability of all public areas which include restaurants, bars, banquet halls, garden,
administrative offices, shopping arcade, health club, swimming pool, main entrances and car
park areas.

9.8 REFERENCES

1. Andrews Sudhir (1985), Hotel Housekeeping Training Manual, Tata Mc Graw-Hill

Publishing Co. Ltd.

2. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional Housekeeping, Hyperion

Books.

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 LESSON 10

INTRODUCTION TO HOTELS

CONTENTS

10.0 Aims and Objectives

10.1 Introduction
10.2 Hotels
10.2.1 Definition of Hotel
10.2.2 Importance of Hotel
10.3 History of Hotels
10.4 Development and Growth of Hotel Industry in India
10.5 Category of Hotels
10.5.1 International Corporate Hotels
10.5.2 National Hotel Companies
10.5.3 Small Hotel Groups
10.5.4 Independent Hotels
10.5.5 Hotel Consortia
10.6 Major Hotel Groups in India
10.7 Hotel as a Service Provider in the Modern Day
10.8 Let us Sum Up
10.9 Lesson End Activity
10.10 Key Words
10.11 Questions for Discussion
10.12 References

10.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Hotels, history of hotels, development and growth of hotel industry in India,
Category of hotels,
International corporate hotels and
Major hotel groups in India.

10.1 INTRODUCTION
Hotel is the transient home away from home. Hotel industry is a hospitality industry. Of
course, hospitality is not free, but is paid for, where the payment depends on the comforts
and services provided for. Payment also depends on the fancy and economic affordability
of the customer. The hospitality industry is nowadays a global industry, and is considered as
an important employer in countries world-wide. It now has attained a much higher status in
society and demands high standards of work ethics and efficiency from its employees.
Employment opportunities are many, and is now sought by a vast majority of people. The
hospitality industry is part of a larger enterprise known as the travel and tourism industry. It
is one of the oldest industries in the world. In early days, traders, explorers, missionaries and
pilgrims needed a break in their journeys requiring food, shelter and rest. People opened their
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homes and kitchens to these weary travellers, and an industry was born. Although
accommodation today is varied and their services have changed and expanded over the ages,
one thing about the hospitality industry has remained the same, guests are always welcome!
From a friendly greeting at the door, room service, breakfast, to a host of facilities' the
hospitality industry offers travellers a home away from home. Hospitality is defined as “the
friendly reception and treatment of strangers". For most people, hospitality means
entertaining guests with courtesy and warmth. Hospitality is also an industry made up of
businesses that provide lodging, food and other services to travellers. The main components
of this industry are hotels, motels, inns, resorts and restaurants. In a broad sense, the
hospitality industry might refer to any group engaged in tourism, entertainment,
transportation or lodging including cruise lines, airlines, railways, car rental companies and
tour operators. However the two main segments of the hospitality industry are the lodging
industry (also called hotel industry), and the food and beverage industry (also called
restaurant industry).

10.2 HOTELS
Hotel is an establishment that provides lodging and usually meals and other services for
travelers and other paying guests. It provides paid lodging, usually on a short-term basis.
Hotels often provide a number of additional guest services such as a restaurant, laundery, a
swimming pool o r childcare. Some hotels have conference services and meeting rooms and
encourage groups to hold conventions, functions and meetings at their location. A hotel may
be called as an establishment where primary business is to provide to the general public
lodging facilities and which may include one or more of the various services such as food,
beverage, laundry, uniformed services etc. Hence, hotel can also be called as home but with a
vested interest which includes commercial activities. Hotels are found in almost all the cities.
Hotels operate twenty four hours a day, seven days a week. The principal factor that
determines the guest attitude towards a hotel is service although other amenities such as
room, food and beverages are of equal importance a tangible determinants.

10.2.1 Definition of Hotel

Hotels are defined in numerous ways from early times to today. Some of the important
definitions for hotels are: Hotel refers to a house of entertainment of travellers.

Reader's Digest Dictionary

Hotel is a place where all who conduct themselves properly, and who being able to pay and
ready to pay for their entertainment, are received, if there be accommodation for them, and
who without any stipulated engagement as to the duration of their stay or as to the rate of
compensation, are while there, supplied at a reasonable cost with their meals, lodging and
other services and attention as are necessarily incident to the use as a temporary home.

Common Law
A hotel is an Establishment held out by the proprietor as offering food, drink and if so
required, sleeping accommodation, without special contract to any traveller presenting
himself who appears able and willing to pay a reasonable sum for the services and facilities
provided and who is in a fit state to be received.

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Hotel Proprietors Act, 1956
Building that provides lodging, meals, and other services to the traveling public on a
commercial basis.

Encyclopedia Britannica
Hotel or inn is defined as a place where a bonafide traveller can receive food and shelter,
provided he is in a position to pay for and is in a fit condition to be received.
British law

10.2.2 Importance of Hotels

1. Hotels play an important role in most countries by providing facilities for the transaction
of business, for meetings and conferences, for recreation and entertainment. In that sense
hotels are as essential to economies and societies as are adequate transport,
communication and retail distribution systems for various goods and services. Through
their facilities, hotels contribute to the total output of goods and services, which makes up
the material well-being of nations and communities.

2. In many areas hotels are important attractions for visitors who bring with them spending
power that the locals and who tend to spend at a higher rate than they do when they are at
home. Through spending by visitors hotels thus often contribute significantly to local
economies both directly and indirectly through the subsequent diffusion of the visitor
expenditure to the Govt. coffers and to other recipients in the community.

3. In areas receiving foreign visitors, hotels are often important foreign currency earners and
in this way may contribute significantly to their countries’ balance of payments. In
countries with limited export possibilities, hotels may be one of the few prime sources of
foreign currency earnings.

4. Hotels are important employers of labour. Thousands of jobs are provided by hotels in the
many occupations that make up the hotel industries in most countries; many others in the
industry are self-employed and proprietors of smaller hotels. The role of hotels as
employers is particularly important in areas with few alternative sources of employment,
where
they contribute to regional development.

5. Hotels are also important outlets for the products of other industries. In the building and
modernization of hotels, business is provided for the construction industry and related
trades. Equipment, furniture and furnishings are supplied to hotels by a wide range of
manufacturers. Food, drink and other consumables are among the most significant daily
hotel purchases from farmers, fishermen, food and drink suppliers, and from gas,
electricity and water companies. In addition to those engaged directly in hotels, much
indirect employment is, therefore, generated by hotels for those employed in industries
supplying them.

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6. Hotels are an important source of amenities for local residents. Their restaurants, bars and
other facilities often attract much local customers and many hotels have become social
centres of their communities.

10.3 HISTORY OF HOTELS

The past, present, and perhaps the future of the hotel industry are closely linked.
Today's industry is the result of centuries of social and cultural evolution. Comfortable,
sanitary lodging was once considered only the privilege of the wealthy, but with the
industrial revolution and the spread of democracy, hospitality is not a luxury anymore and
now has become available to the common man. Advances in transportation, enable people to
travel greater distances faster and at less cost, paving the way for the tourism industry to
flourish. From very modest origins, the hospitality and the tourism industries have become
the two of the largest industries globally. A world without accommodation is indispensable
in modern day life. Today the lodging industry is complex and diverse. To understand this,
we will trace the history of hotels, from the inns of ancient times to modern luxury hotels,
whose evolution has influenced as well has been influenced by, social, economic and cultural
changes in society.

Taverns or Inns

The earliest hotels were called taverns or inns. They go back thousand of years, for as long as
people have started travelling. The Hebrew word for an inn is malon and means a resting
place for the night. The Greek word for inn is kataluma and means an eating room or guest
chamber. A malon did not have to be in a building, it could be a level piece of ground near a
spring where baggage could be unloaded, animals could be watered and tethered, and people
could rest on the ground.

Caravanserais

When large camel caravans would cross the deserts in Asia, there were hotels called
caravanserais at which travellers rested and slept. Caravanserais were established along the
more travelled routes as travel spread throughout the East. They usually consisted of a large
building constructed around a courtyard. The lower floor was used to store goods and to
provide stalls for the cattle. Usually there was a well or large reservoir nearby. At times,
bazaars and markets were held at or near the caravanserais. In those days of travel, the
innkeeper provided very little for the traveller's comfort.

Inns in Middle Ages

During the middle ages, there were few inns or hotels except in the cities. The church or the
Lord of the Manor often established special guest offices for pilgrims and other travellers. As
roads were built and horse drawn stagecoaches began to carry passengers between towns
and cities, inns were built at a point where the coaches stopped. The inns in the villages or at
crossroads had limited and rough accommodations, seldom more than a common dormitory.

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Inns in the Fifteenth Century

The fifteenth century brought about fresh importance for the inn. A new merchant class
began to emerge due to an increase in trade. This meant more traveling was necessary;
therefore a demand for more and better inns was created. Most travel was still primarily by
horseback, but toward the end of the 15th century, more comfortable wheeled carriages came
into use. The roads were rough and difficult to travel-muddy in the spring, hot and dusty in
the summer, and often impassable in the winter. During the fifteenth century, many
monasteries closed their guesthouses, thus creating a need for more lodgings. The inn also
began to perform a definite function in the social life of the people in the area, as well as the
traveller.

Inns in the Sixteenth Century

The inns of the sixteenth century changed little from earlier times, although they were large
and somewhat spacious. Accommodation has improved greatly, for now a guest could often
have a private bedroom furnished with heavily carved oak furniture. The ground floor
consisted of a large hall called the parlour, which was used as a reception room as well as a
place to serve meals. The upper floor was used for the guest rooms.

Inns in the Eighteenth Century

With more regular business, the innkeeper realized the importance of their inns and tried to
offer more comforts to the weary traveller; they had better furnished rooms, a generous
supply of food and drink, waiters and serving maids eager to please the guests, and large
stables for the horses. Not only would the public stagecoaches be found stopping at the inns,
but also the private coaches of the wealthy. There was a large increase in the volume of
coach travel in the eighteenth century. Tollgates were set up on some roads to provide funds
to repair and improve roads and bridge better roads and more comfortable coaches made
travel much faster, comfortable and more appealing to a greater number of people.

Travelers found that most of the innkeepers greeted them with a smile, and were given good
meals. If the stop was overnight, the inn offered an ideal comfortable bedroom that was
neatly furnished usually with a four-poster bed, washing table mirror etc. The inns that could
not meet the traveler's need, either through the mismanagement or just plain rudeness, did not
stay in business for long. As travellers from Europe ventured across the Atlantic to America,
inns were built in towns and villages and along the roadside. They became gathering places
for not only the traveller but also the local inhabitants. The inn was a place where people
could refresh themselves after work or hold evening meetings and share the events of the
day.

Emergence of Hotels

The past one hundred years have brought about dramatic changes in modes of transportation,
as well as in lodging accommodations. People from all walks of life started to travel. As
travel increased, the train services were launched and became more comfortable and faster.
This was the time when the roadside inns started losing business as more people started to
travel by train rather than coach. Many inns had to close while others were able to remain
open by catering more to the local people. Some inns became strictly taverns or
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coffeehouses. Some of these still exist today. London has a larger number of the old taverns
than any other large city in the world. They have changed with the times in order to survive
and are the pubs that we know today. Travelling by train brought the traveller into the heart
of a town or city. Many hotels were built near railroad stations for the convenience of
passengers. This was the beginning of hotels, as we know of them. Many hotels that opened
in the mid-to late-1800s are still as popular as they were when they first opened.

Figure 10.1 Three Phases of Travel

Hotels and the Government Policies

Many countries have recognised the vital importance of accommodation industry in relation
to tourism and their governments have coordinated their activities with the industry by way
of providing attractive incentives and concessions in the form of long term loans, liberal
import licenses and tax relief, cash grants for construction and renovation of buildings, and
similar other concessions to the accommodation industry.

The United Nations Conference on International Travel and Tourism held in Rome in 1963
considered, in particular, problems relating to means of accommodation. The Conference
acknowledged the importance of means of accommodation, both traditional (hotels, motels)
and supplementary (camps, youth hostels, etc.) as incentives to international tourism. The
Conference recommended that governments should consider the possibility of including
projects, and particularly those relating to accommodation, on the list of projects eligible for
loans from industrial or other corporations, and that, w h e r e required; they should establish
special financial corporations for tourism. It also has recommended that governments should
give sympathetic consideration to the possibility of granting special facilities and incentives
for accommodation projects.

According to the WTO Report on 'The Development of the Accommodation Sector,’ tourist
accommodation is used to denote the facilities operated for short-term accommodation to
guests, either with or without service, against payment of and according to fixed rates. For
the purposes of classification, all tourist accommodations have been divided into the

following groups:
(i) Hotels and similar establishments (the hotel industry proper) and,
(ii) Supplementary means of accommodation.

The first group usually includes hotels, motels, boarding houses and inns, while the second
includes registered private accommodation (rented rooms, apartments, and houses), camping
mountain huts and shelters as well as health establishments, that is sanatoria and
convalescent homes.

Present Day Hotels

The concept and the format of hotel have changed a great deal over the years. There are
different types of hotels ranging from international hotels to resort hotels catering to the
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increasing and diversified demand of the clients. The size, the facade, architectural features
and the facilities and amenities provided differ from one establishment to another. In
addition, the landscape in a particular destination area also greatly influenced the
architectural features of a hotel. The following are the main types of hotels:
i) International Hotels
ii) Commercial Hotels
iii) Residential Hotels
iv) Resort Hotels
v) Floating Hotels
vi) Palace Hotels
vii) Capsule Hotels
viii) Heritage Hotels
ix) Guest Houses
These services are either wholly owned and run by the hotel, or owned by hotel and run on
franchise by experts in the field, or owned & run by outsiders but attached to the hotels.
These services complement each other and also help in improving the occupancy rate of the
hotels.

1. Banquet
Hotels provide wide range of banquet menus. Weddings, parties, business gathering all of
which help in improving food sales and also work in attracting new customers.

2. Convention Center
Meetings, seminars, conventions and other social gatherings are arranged which in turn
attract group bookings, good occupancy and food service.

3. Restaurant
Restaurants serving different speciality cuisine like Chinese, Korean, Italian, Continental,
Mexican, Indian (South Indian, Mughalai etc.) are set up by hotels with the interiors suiting
those places are run to cater to the different tastes of domestic as well as international
tourists. Catering services are also undertaken at off-campus locations.

4. Secretarial Service
This is an essential service for corporate clients. The CEOs, M.Ds and Chairpersons of
different companies need this arrangement for expediting their notes, letters and agreements,
communications etc.

5. Corporate Service
This works as an extension to the corporate offices of the clients. All the services needed for
handling corporate affairs are provided to make the corporate guest feel at “office away from
his office.” Internet Service is the latest addition to the corporate service list. This is available
even in small and medium sized hotels. The guest can connect his laptop to this service and
perform his regular work / tasks.

6. Money Changers
Where there is high proportion of foreign tourists / visitors, there will be the need of money
changing service. Here the hotel exchanges the foreign currency for local currency. However
it cannot sell foreign currency. This service must function as per the foreign exchange rules
and guidelines of the Reserve Bank of India from time to time.
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7. Travel Desk
Provides car rental services, air & train ticketing and looks after the other travel needs of the
guest. In some hotels Concierge looks after this service too.

8. Butler Service
A personalised service provided to the guest and his visitors exclusively. He provides the
food and beverage and also wine service, looks after the visitors to the guest and helps in
keeping the room tidy from time to time and also arranges the wardrobe for the guest.

9. Valet Service
Also a personalised service, but limited to help at car parking and laundry facility etc. In
hotels.

10. Health Club and Sports and Games

This is provided not only in resort or leisure hotels but also in down town & commercial
hotels. The present corporate guest even though a busy person wants some time out for
himself for health and pleasure reasons. Health club, Spa, Gym, Message Parlour, Swimming
pool, billiards, bowling ally, tennis court, mini golf course are some of the popular facilities.
In some parts of our country health tourism has picked up at places like Himachal Pradesh
and Kerala where health spas and ayurvedic treatments are provided. The tourist on vacation
can go back a rejuvenated person.

CHECK YOUR PROGRESS

1. Define hospitality.
2. What are the two main segments of hospitality industry?
3. How Encyclopedia Britannica defines a hotel?
4. What are taverns?
5. List the main types of present day hotels.
6. List some of the tourist bungalows of ITDC.
7. Name some of the cities where you could find the hotels of Welcome Group.
8. What are the facilities and the services that are provide by the present day hotels?

10.8 LET US SUM UP

The hospitality industry is part of a larger enterprise known as the travel and tourism
industry. The two main segments of the hospitality industry are the lodging industry (also
called hotel industry) and the food and beverage industry (also called restaurant industry).
Some of the earliest known hotels are taverns or inns, caravanserais, etc. where travelers
rested and slept. During the middle ages, the churches across the world established guest
offices for pilgrims and travelers. The merchant class hotels began to emerge in 15th century
due to increase in trade. The inns of the 16th century provided private rooms to the visitors.
The present day hotels started emerging from the late 18th century. The past one hundred
years have brought about dramatic changes in modes of transportation, as well as in lodging
accommodations. Hotels are built near the railway stations and bus stands for the
convenience of passengers. For the purposes of classification, all tourist accommodations
have been divided into two groups, viz. hotels and similar establishments such as hotels,
143
motels, boarding houses and inns and the supplementary means of accommodation which
includes rented rooms, apartments, houses, camping / mountain huts and shelters as well as
health establishments (sanatoria and convalescent homes). Present day hotels ranges from
international hotels to resort hotels catering to the increasing and diversified demand of the
clients. The hotels are catagorised into International Hotels, Commercial Hotels, Residential
Hotels, Resort Hotels, Floating Hotels, Palace Hotels, Capsule Hotels, Heritage Hotels and
Guest Houses. In India, the development of hotel industry is closely linked to travel. For rest,
the travelers stayed at dharmashalas, choultries, temples and other religious places free of
cost. Musafir khanas and sarais were established during the Arab occupation. Sarais are later
developed as inns by the British Rulers in cities like Calcutta and Bombay. Some of the inns
developed by British rulers include Parsee Georges, Paddy Georges, Albion Hotel, Victory
Hotel, Hope Hall, etc. Some of the oldest hotels in India: Pallanjee Pestonjee (1840),
Bombay, Auckland Hotel (1843), Calcutta, Esplanade Hotel (1871), Calcutta, Taj Mahal
Hotel (1903), Bombay. The Govt. Of India opened Ashoka Hotel, Vigyan Bhawan, Lodhi
Hotel, Hotel Janpath and Ranjit Hotel. In 1966, the Government of India, established the
India Tourism Development Corporation (ITDC). Today, hotels are classified into
International Corporate Hotels, National Hotel Companies, Small Hotel Groups, Independent
Hotels a n d Hotel Consortia. Some of the major hotel group companies in India are:
Welcome Group, Oberoi Hotels, Ambassador Hotels, UP Hotels and Restaurants Ltd., Ritz
Chain, Spencers, Sinclairs, Hotel Corporation of India Ltd., Leela Group, Asian Hotel,
Apeejay Surendra Group and Palaces Converted into Hotels. Today, hotels provide facilities
and services such as banquets, convention centers, exhibition centers, restaurants, catering
services, secretarial services, corporate services, money changers, travel desk, butler service,
valet service, internet service, facility for sports and games, massage parlour, health club,
gym, shopping arcade, swimming pool, touist limousines, airport service, train and bus depot
pick-up, etc.

10.9 LESSON END ACTIVITY

1. Visit a hotel in your town and note down the facilities and the services that the hotel
provides to guests.
2. Make a list of hotels of your town / city with name, promoting group, address, telephone
number, facilities available, etc.

10.10 KEY WORDS

Pilgrims A religious devotee who journeys to a shrine or sacred place
Dormitory A room providing sleeping quarters for a number of persons
Tollgates A gate barring passage to a road, tunnel, or bridgeuntil a toll is collected
Sanatoria A resort for improvement or maintenance of health, especially for
convalescents. Also called sanitarium.
Valet An employee, as in a hotel or on a ship, who performs personal services for
guests or passengers
Spa A resort providing therapeutic baths.

10.11 QUESTIONS FOR DISCUSSION

1. Explain in your own words the need and importance of hotels.
2. Give a brief description about the history of hotels.
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 3. Development and growth of hotel industry in India – Explain.
4. Enumerate the various categories of hotels.
5. Give a brief note about some of the major hotel groups of India.

CHECK YOUR PROGRESS - ANSWER

1. Hospitality is defined as “the friendly reception and treatment of strangers".
2. The two main segments of the hospitality industry are the lodging industry (also called
hotel industry), and the food and beverage industry (also called restaurant industry).
3. Building that provides lodging, meals, and other services to the traveling public on a
commercial basis.
4. The earliest hotels were called taverns or inns.
5. The present day types of hotels are International Hotels, Commercial Hotels, Residential
Hotels, Resort Hotels, Floating Hotels, Palace Hotels, Capsule Hotels, Heritage Hotels
and Guest Houses.
6. ITDC bungalows are at Mahabalipuram, Thanjavur, Madurai and Tiruchirapalli in Tamil
Nadu, Bijapur and Hassan in Karnataka, Khajuraho, Sanchi and Mandhu in Madhya
Pradesh Kullu and Manali in Himachal Pradesh, Bodhgaya in Bihar, Bhubaneshwar
in Orissa, Rashi Nagar in Uttar Pradesh and Ghana in Rajasthan.
7. Agra, Delhi, Aurangabad, Jaipur, Goa and Gwalior.
8. Present day hotels provide facilities and services such as banquets, convention centers,
exhibition centers, restaurants, catering service, secretarial services, corporate services,
money changers, travel desk, butler service, valet service, internet service, facility for sports
and games, massage parlour, health club, gym, shopping arcade, swimming pool, tourist
limousines, pick-up and drop services to airports, railway stations, bus depots, etc.

10.12 REFERENCES
1. M. Zulfikar (1998), Introduction to Tourism and Hotel Industry, Sangam Books Ltd.
2. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. & Co. (Publishers) Ltd.
3. Alan T. Stutts, James Wortman (2005), Hotel and Lodging Management: An Introduction,
Wiley.
4. Tom Powers, Clayton W. Barrows (2002), Introduction to the Hospitality Industry, Wiley.

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 LESSON 11

CLASSIFICATION OF HOTELS

CONTENTS

11.0 Aims and Objectives

11.1 Introduction

11.2 Classification of Hotels

11.2.1 Classification According to Facilities and Amenities
11.2.2 Classification According to Star Ranking
11.2.2.1 Five Star Category
11.2.2.2 Four Star Category
11.2.2.3 Three Star Category
11.2.2.4 Two Star Category
11.2.2.5 One Star Category
11.2.3 According to Ownership and Management
11.2.4 According to Type of Plan (Tariff Pattern)
11.2.5 According to Size
11.2.6 According to Visitors Stop-Over
11.2.7 According to its Relationship with Transport
11.2.8 According to Type of Patronage
11.2.9 According to Length of Operating Period
11.2.10 According to Location
11.2.11 According to Purpose

11.3 Rates and Meal Plan

11.3.1 Tariff Based on Room Category
11.3.2 Tariff Based on Bedding
11.3.3 Tariff Based on Special Rates
11.3.4 Tariff Based on Meal Plan

11.4 Hotel Guests

11.4.1 Guest Classification

11.5 Let us Sum Up

11.6 Lesson End Activity

11.7 Key Words

11.8 Questions for Discussion

11.9 References

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11.0 AIMS AND OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Various classifications of hotels
Rates and meal plan
Hotel guests.

11.1 INTRODUCTION
Development in the field of transportation, communication and increase in population
had effect on the growth, type and location of hotels and supplementary accommodation. To
day, we find many hotels and catering establishments of varied character, size and nature
operating in different cities and tourist centers. Classification of these hotels and
supplementary units within the industry is a complicated task. Hotels are of various types
depending on number of factors like the nature and facilities offered, size, location etc.
Classification in the real sense separates accommodation into different categories or class on
the basis of objective criteria, for example, by the type of accommodation, such as hotels,
motels, tourist lodges, holiday camps etc. It seeks to present information about tourist
accommodation units in a form, which enables the user to find information he requires.
Information thus obtained will help to compare w i t h identical classifi c a t i o n a n d thus,
separates accommodation according to physical features.

11.2 CLASSIFICATION OF HOTELS

In a system of classification, hotels are ideally grouped into reasonably homogenous
sections according to their important general characteristics. Any classification of the
industry into its component sections is bound to be rough one as has been observed that
hotels and catering services are in joint demand. Therefore, an attempt is made here to create
such groups of undertakings which only share some common characteristics. Hotel is an
establishment selling service: food, drink and shelter. The value and the potentiality of a
hotel are assessed by the size, location, number of rooms and other revenue earning points it
possesses. The classification of hotels within the industry is a complicated task. Hotels can
be classified on different basis.

11.2.1 Classification According to Facilities and Amenities

Based on the facilities and amenities provided by a hotel, they are generally classified
into five main types:

1. Economy / Limited Service Hotels

- These types of hotels provide efficient, clean, private rooms with attached bath. The
furnishings and decor are moderate. Initially these hotels did not have telephones or
television in the rooms; but now most of them have it. Food and beverage service may not be
available, and bell attendants, door attendants and concierge facilities are absent. To maintain
these economy hotels, they are located on inexpensive real estate areas and constructed at
relatively low cost. Operating costs are kept low by eliminating food and beverage service
and employing minimum staff to service the guests.

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2. Mid-Market Hotels
- The modem mid-market hotel is a descendant of the first commercial hotel, offering
comfortable accommodation with private baths, on-premises food and beverage service and
uniformed bell staff. These hotels, also called standard or tourist class hotels, offer above
average luxury and comfort, professionally designed decor and may also have scenic views
or advantageous locations.

3. All-suite Hotels
- The all-suite hotel was invented to compete with first-class hotels by offering above-
average facilities at mid-market rates. A typical all suite hotel offers separate sleeping and
living areas, along with other benefits like a kitchenette and a stocked bar. Some hotels offer
food and beverage service and employ bell staff. A variation of the all-suite hotel, the
condominium hotel is a fully equipped apartment complex that rents accommodations for a
short period. A typical condominium hotel is located in a resort area and marketed as an
alternative to full-service hotels.

4. First-Class or Executive Hotels

- A typical first-class hotel is luxurious or semi-luxurious, with exceptional comfort and
decor, highly trained staff and above average food and beverages. These hotels are also
referred to as executive or superior hotels, often having luxury suites, two or more dining
rooms and a cocktail lounge. Many accommodations have excellent views, refrigerators and
fully stocked bars.

5. Luxury or Deluxe Hotels

- These hotels represent the highest standard of excellence in the level of luxury and comfort,
cleanliness and efficiency, staff specialisation, competence and courtesy, diversity and
quality of food and beverage service. A typical deluxe hotel has at least 10% of its space
reserved for luxury suites, two or more dining rooms, usually a gourmet-style dining room,
and a familystyle restaurant. Most of these hotels have excellent views, location and
ambience. Some hotels offering a very high level of luxury are referred as grand-deluxe.

11.2.2 Classification According to Star Ranking

The Department of Tourism classifies functioning hotels under the star system, into
five categories from 1-star to 5-star. For this purpose a permanent Committee, the Hotel and
Restaurant Approval and Classification Committee (HRACC) has been set up which inspects
the applicant hotels to assess their suitability or otherwise for award of the star category
applied for. Based on the recommendations of the HRACC, deserving hotels are awarded the
appropriate star category and are placed on the approved list of the Department. Approved
hotels become eligible to various fiscal reliefs and benefits. The Department intercedes on
behalf of such hotels whenever necessary to ensure that their needs get priority consideration
from various concerned authorities. These hotels also get worldwide publicity through tourist
literature published by the Department of Tourism and distributed by the Government of
India Tourist Offices in India and abroad. Approved hotels become eligible for obtaining
foreign exchange for their import of essential equipment and provisions and for their over
seas advertising, publicity and promotion under the Hotel Incentive Quota Scheme. To be
eligible to apply for classification, a functioning hotel must fulfill the following minimum
basic requirements:
i) The hotel must have at-least 10 lettable bedrooms.
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 ii) All rooms should have proper ventilation and ceiling fans.
iii) Carpet areas in respect of rooms and areas of bathrooms should by and large
adhere to the following limits prescribed:
Failure to satisfy these conditions will disqualify a hotel for consideration. The general
features, facilities and services expected of hotels in the different star categories are broadly
described here:
Category of Hotel Area Standards

5-Star / 5-Star Deluxe Hotels Single Room 180 sq.ft

(Fully Air conditioned) Double Room 200 sq.ft
Bathrooms 45 sq.ft

4-Star & 3-Star Hotels Single Room 120 sq.ft

(Air-conditioned/ Non- A/c) Double Room 140 sq.ft
Bathrooms 36 sq.ft

(Extra area may be provided if twin beds are to be provided)

2-Star & 1-Star Hotels Single Room 100 sq.ft

(Air-conditioned / Non- A/c) Double Room 120 sq.ft
Bathrooms 30 sq.ft or subject to
local bylaws

Note: All rooms should have proper ventilation and ceiling fans

Figure 11.1 Categories of Hotels

11.2.2.1 Five Star Category

General Features
- The facade, architectural features and general construction of the hotel building should have
the distinctive qualities of a luxury hotel of this category .The locality, including the
immediate approach and environs should be suitable for a luxury hotel of this category and
there should be adequate parking space for cars. The hotel should have at least 25 lettable
bedrooms, all with attached bathrooms with long bath or the most modern shower chambers.
All public rooms and private rooms should be fully airconditioned and should be well
equipped with superior quality carpets, curtains, furniture, fittings etc., in good taste. It would
be advisable to employ the services of professionally qualified and experienced interior
designers of repute for this purpose. There should be an adequate number of efficient lifts in
the building of more than two stories (including the ground floor) with 24 hours service.
There should be a well-designed and properly equipped swimming pool. There should be a
well-designated lobby and ladies' and gentlemen's cloakroom equipped with fittings and
furniture of the highest standard.

Facilities
- There should be a reception, cash and information counter attended by highly qualified,
trained and experienced personnel and conference facilities in the form of one each or more

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of the conference rooms, banquet halls and private dining rooms. There should be bookstall,
beauty parlor, barbershop, recognised travel agency, florist and a shop for toilet requisites
and medicines on the premises. There should be a telephone in each room and telephone for
use of guests and visitors and provision for a radio or relayed music and a TV set in each
room. There should be a wellequipped, well-furnished and well-maintained dining room /
restaurant on the premises and wherever permissible by law, there should be an elegant, well
equipped bar / permit room. The kitchen, pantry and cold storage should be professionally
designed to ensure efficiency of operation and should be well equipped.

Services
- The hotel should offer both International and Indian Cuisine and the food and beverage
service should be of the highest standard. Glassware, cutlery, silver, tablewear and all
necessary accessories should be of best quality and standard. There should be professionally
qualified, highly trained, experienced, efficient and courteous staff in smart, clean uniforms,
and the staff coming in contact with guests should understand English. The supervisory staff
knowing at least one continental language should be rotated on duty at all times. There
should be 24-hour service for reception, information and telephones. There should be
provision for reliable laundry and dry cleaning services. Housekeeping, at the hotel,
should be of the highest possible standard and there should be plentiful supply of linen,
blankets, towels etc., which should be of the highest quality available. Each bedroom should
be provided with a good vacuum jug/ thermos flask with ice cold boiled drinking water
except where centrally chilled purified drinking water is provided. There should be a special
restaurant / dining room where facilities for dancing, orchestra are available.

11.2.2.2 Four Star Category

General Features
- The facade, architectural features and general construction of the building should be
distinctive and the locality including the immediate approach and the environs should be
suitable for a hotel of this category. There should be adequate parking facilities for cars. The
hotel should have atleast 25 lettable bedrooms all with attached bathrooms. At least 50% of
the bathrooms must have long baths or the most modern shower chambers, with 24-hour
service of hot and cold running water. All public rooms and private rooms should be fully air
conditioned and should be well furnished with carpets, curtains, furniture, fittings etc, in
good taste. It would be advisable to employ the services of professionally qualified and
experienced interior designer of repute for this purpose. There should be an adequate number
of efficient lifts in building of more than 2 stories (including the ground floor). There should
be a well-designated lobby and ladies: and gentlemen's cloakrooms equipped with fittings of
a standard befitting a hotel of this category.

Facilities
- There should be a reception, cash and information counter attended by trained and
experienced personnel. There should be a bookstall, recognised travel agency, money
changing and safe deposit facilities and a left luggage room on the premises. There should be
a telephone in each room for the use of guests and visitors and provision for a radio or
relayed music in each room. There should be a well-equipped, well-furnished and well-
maintained dining room / restaurant on the premises and wherever permissible by law, there
should be an elegant, well-equipped bar / permit room. The kitchen, pantry, cold storage

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should be professionally designed to ensure efficiency of operation and should be well
equipped.

Service
- The hotel should offer both international and Indian cuisine and food and beverage service
should be of the highest standards. There should be professionally qualified, highly trained,
experienced, efficient and courteous staff in smart, clean uniform and the staff
coming into contact of the guests should possess good knowledge of English. It will be
desirable for some of the staff to possess knowledge of foreign language and staff knowing at
least one continental language should be rotated on duty at all times. There should be 24
hours service for reception, information and telephones. There should be provision of reliable
laundry and dry cleaning services. Housekeeping at the hotel should be of the highest
possible standard and there should be plentiful supply of linen, blankets, towels etc. that
should be of the highest quality available. Similarly, the cutlery and glassware should be of
the highest quality available. Each bedroom should be provided with a vacuum jug (flask
with ice cold, boiled drinking water. There should be a special restaurant / dining room
where facilities for dancing, orchestra are provided.

11.2.2.3 Three Star Category

General Features
- The architectural features and general construction of the building should be of a very good
standard and the locality, including the immediate approach and environs should be suitable
for a very good hotel and there should be adequate parking facilities for cars. The hotel
should have at least 20 lettable bedrooms all with attached bathrooms with bath tubs and / or
showers and should be modern in design and equipped with fittings of a good standard with
hot and cold running water. At least 50% of the rooms should be air-conditioned and the
furniture and furnishings such as carpets, curtains, etc., should be of a very good standard
and design. There should be adequate number of lifts in the building with more than two
stories (including the ground floor). There should be a well furnished equipped lounge and
separate ladies and gentlemen's cloak rooms equipped with fittings of a good standard.

Facilities
- There should be a reception and information counter attended by qualified and experienced
staff and a bookstall, recognised travel agency, money changing and safe deposit facilities on
the premises. There should be a telephone in each room (except in seasonal hotels where
there would be a call bell in each room and a telephone on each floor for the use of hotel
guests) and a telephone for the use of guests and visitors to the hotel. There should be a well-
equipped and well-maintained air-conditioned dining rooms / restaurant and where ever
permissible by law, there should be a bar / permit room. The kitchen, pantry and cold storage
should be clean and organised for orderliness and efficiency.

Service
- The hotel should offer good quality cuisine both Indian as well as continental and the food
and beverage service should be of good standard. There should be qualified, trained,
experienced, efficient and courteous staff in smart and clean uniforms and the supervisory
staff coming in contact with the guests should understand English. The senior staff should
possess a good knowledge of English. There should be provision for laundry and dry
cleaning service. Housekeeping at the hotel should be of a very good standard and there
should be adequate supply of linen, blankets, towels etc., of good quality. Similarly, cutlery,
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crockery, glassware should be of good quality. Each bedroom should be provided with
vacuum jug / thermos flask with cold boiled drinking water. The hotel should provide
orchestra and ball room facilities and should attempt to present specially choreographed
Indian Cabarets.

11.2.2.4 Two Star Category

General Features
- The building should be well constructed and the locality and environs including the
approach should be suitable for a good hotel. The hotel should have at least 10 lettable
bedrooms of which at least 75% should have attached bathrooms with showers and a
common bathroom for every four of the remaining rooms and should be with modern
sanitation and running cold water with adequate supply of hot water, soap and toilet papers.
25% of the rooms should be air-conditioned (where there should be heating arrangements in
all the rooms) and all rooms must be properly ventilated, clean, and comfortable with all the
necessary items of furniture. There should be a well-furnished lounge.

Facilities
- There should be a reception counter with a telephone. There should be a telephone or call
bell in each room and there should be a telephone on each floor unless each room has a
separate telephone. There should be a well-maintained and wellequipped dining room /
restaurant serving clean, wholesome food and a clean, hygienic and well-equipped kitchen
and pantry.

Service
- There should be experienced, courteous and efficient staff in smart and clean uniforms. The
supervisory staff coming in contact with guests should understand English. There should be
provision for laundry and dry cleaning services. Housekeeping at the hotel should be of a
good standard and good quality linen, blanket, towels etc., should be provided. Similarly,
crockery, cutlery and glasswares should be of a good quality.

11.2.2.5 One Star Category

General Features
- The general construction of building should be in a good locality and environs, including
immediate approach should be suitable. The hotel should have at least 10 lettable bedrooms
of which at least 25% should have attached bathrooms with a common bathroom for every
four of the remaining rooms. At least 25% of the bathrooms should have western style W/Cs.
All bathrooms should have modern sanitation and running cold water with adequate supply
of hot water, soap and toilet paper. The rooms should be properly ventilated and should have
clean and comfortable bed and furniture.

Facilities
- There should be a reception counter with a telephone and a telephone for the use of guests
and visitors. There should be a clean and moderately well equipped dining room / restaurant
serving clean, wholesome food and there should be a clean, well-equipped kitchen and
pantry.

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Service
- There should be experienced, courteous and efficient staff in smart and clean uniforms and
the senior staff coming in contact with guests should possess working knowledge of English.
Housekeeping at the hotel should be of a good standard and clean and good quality linen,
blankets, towel, etc., should be supplied. Similarly, crockery, cutlery and glassware should be
of good quality.

11.2.3 According to Ownership and Management

1. Independent Hotels (hotel consortia / cooperation)

- These hotels are on ownership basis and do not have any affiliation or contract through any
other property. And also they do not have any tie-up with any other hotels with regards to
policy, procedures and financial obligations. The advantage in this type of hotel is that they
need not maintain a particular image and they are not bound to maintain any set targets, but
can independently adapt quickly to the changing trends.

2. Chain / Group Hotels (public owned / franchise)

- There are many single owner hotels, yet more and more hotels and motels are now getting
affiliated to each other. This gives them the advantage of a large central organization
providing reservation system, management services, financial strength, expertise, manpower
specialities, merchandises and promotional help.

3. Management Contractual Hotel

– is another type of chain organization which manages properties owned by other individuals
or partners. The contract is entered on long term basis between the owner and the operator
and usually as per the contract:
owner retains the legal and financial responsibilities
operator pays for the operating expenses and collects from the owner an agreed
upon fees
owner is responsible for paying taxes, insurance and servicing debt.

11.2.4 According to Type of Plan (Tariff Pattern)

1. European Plan
- In this case only the lodging i.e. bed is offered. Thus the charges are made for lodging only.
The guest is free to take or not to take teas, breakfast, and meals in the hotel. He has a choice
of eating out at any other good restaurant. The guest is booked to pay for lodging only and is
charged separately for all other things or services he enjoys or consumes. This system is
generally followed by youth hostels or hotels which are situated in metropolitan cities. In
India most of the hotels are being run on European plan. Almost all the public sector hotels
are run on this basis.

2. Continental Plan
- In the case of continental plan, bed and breakfast are included in the tariff charges. Thus
bed is offered along with breakfast and the guest is, however, free to take his meal and tea as
he likes. Thus the guest tariff includes lodging and ‘bed and breakfast’ and for other he is
separately billed.

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3. American Plan
- Hotel where American plan is prevalent, boarding and lodging is provided in the charge.
The tariff fixed includes board and lodging. It is an all inclusive full board tariff.
Accommodation and three meals daily are included in the price of the room. It includes bed,
breakfast and two principal meals and evening tea. It does not include EMT or coffee after
lunch, or dinner. The needs are usually 'table d'hote menu'. It is also known as 'full pension'.
This analysis is mostly used at those tourist resorts, which are not situated in big cities.

4. Modified American Plan

- The tourists mostly prefer this plan, as it is comparatively more flexible. It is offered in
most of the good hotels and is normally by arrangement. It includes hotel accommodation,
breakfast and either lunch or dinner in the price of the room. Thus, in this type of
accommodation bed and breakfast and along with it one principal meal, lunch or dinner at the
discretion of the guest is also included. It generally includes continental breakfast and either
'table d’hôte lunch or dinner in the room rates. It is also known as 'demi-pension'. It has been
observed that the Indian style local hoteIs in India follow the European plan. However, and
the western style hotels operating in India which cater the foreign tourists, operates on the
American plan.

11.2.5 According to Size

Classification is made based on the number of lettable rooms. It can be indicated either by
rooms as is done in America or by the number of beds as is done in Europe.
Small hotels : 25 rooms or less
Average hotels : 25 rooms to 90 rooms
Above average hotels : 80 rooms to 250 rooms
Large hotels : 250 rooms and above

11.2.6 According to Visitors Stop-over

1. Residential Hotels
- Residential hotels are also called as apartment hotels or apartment house. Room in a
residential hotel is sold on a monthly or yearly basis. Rooms may be furnished or
unfurnished, single or suite. Almost all residential hotels operate a restaurant, offer telephone
service, laundry and valet service. Advance rents are usually collected while other charges
are billed weekly. These types of hotels normally operate on European plan. Recent
developments in this area include cooperative hotels and condominiums in which the tenants
own the apartment and pay the management a fee for maintenance.

2. Semi Residential Hotels

- These hotels provide accommodation to guests on weekly or monthly basis like residential
hotels as well as on per day basis like transient hotels. Reduced rates are provided to long
staying guests. Transient guests who want to take advantage of reduced rates for longer stay
also come to such establishments.

3. Transient / Transit Hotels

- Hotel guests who fall under the category of transient guests are those who are en route
guests i.e. who are in the process of moving from one destination to another and stop at the
hotel for a short period of time as against a terminal guest who has reached his final
destination. Hence hotels, which cater to a transient / transit guest are called transient hotels.
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They find their origin in olden days inns. Examples of transient hotels are motels, motor
hotels, airport hotels etc.

4. Resort Hotels
- Resort hotels are located at resort places such as islands, exotic locations, hill stations,
beaches and health resorts and spas i.e. summer resorts, winter sports resorts and all season
resorts etc. with breathtaking beauty and typical scenery. People go to these places for
relaxation, to enjoy themselves, and to get away from the hectic and demanding city life or
for health reasons away from hectic city life or to pursue a specific interest / activity.

11.2.7 According to its Relationship with Transport

1. Motels
- Motels, motor hotels and motor courts are designed to serve the needs of motorists. They
must provide car parking, garage, accommodation, rest facilities and recreational facilities
and hence motels are generally equipped with filling stations, motor garage, service stations,
accessories, elevator service to automobile entrants, restaurants etc. The tariff is very low as
compared to city hotels. They have easy access from highways, being located on highways or
at road junctions. Motel accommodation is ranked with hotels in general in many countries.

2. Railway Hotels
- These type of hotels are located near the railway stations. These hotels provide temporary
lodging and food to the railway passengers. Mostly owned by the railway authorities.

3. Airport Hotels
- The location of airports far away from cities, the growth of the airline industry, the increase
in air traffic and the postponement or cancellation of flights has made the airlines companies
responsible to take care of hundreds of transit passengers and built the hotels near the
airports. The glaring example of such hotels is the Centaur Hotel at Delhi and Bombay
owned by Hotel Corporation of India, a, subsidiary of Air India. These hotels get business
from other travelers who require a place to rest while waiting for connecting flights. Many
travelers prefer to arrive at the airport the night before and get a good night rest at these
airport hotels. In addition to room, restaurant facilities, coffee shop and main dinning room,
most hotels have added banquet and meeting rooms to attract the social functions and
meetings from companies located nearby, in order to run their business profitably. In most of
the big cities these hotels are favorite location for area meetings, as it result in saving in taxi
fares and times.

4. Floating Hotels
- This type of hotels are located on the surface of water such as sea, lake etc. Such hotels
provide exclusive and exotic atmosphere. All the facilities of a first class hotel are there in
this category of hotels. In many countries old luxury ships have been converted into floating
hotels. In India in Kashmir valley, houseboats are used as first class luxury hotels. They
provide wonderful experience to a tourist. The First Floating Hotel of India, a Rs. 31 crore
hotel with four storeys, will be operational in Kolkata very soon. The hotel with a coffee
shop and 73 rooms and three suites can be called as the First Floating Hotel of India.

11.2.8 According Type of Patronage

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 Hotels catering to women only
Hotels catering to families only
Hotels catering to commercial men only
Hotels catering to high society or affluent category only
Hotels catering to retired people only
Hotels catering to students only

11.2.9 According to Length of Operating Period

Seasonal hotels
Two-seasonal hotels
Year around hotels

11.2.10 According to Location

Resort hotels.
Suburban hotels
Airport hotels (Airtel)
Sea side hotels or Beach hotels or Coastal hotels
Transient hotels
Country hotels
Floating Hotels
City hotels
Highway hotels
Town center hotels (down-town hotels)
Space resorts
Hill or mountain hotels
Ski resorts / Ski lodges
Boatels
Hotels
Inland hotels

11.2.11 According to Purpose

International hotels
Commercial hotels.
Hostels
Business hotels
Holiday hotels
Transient hotels
Resort hotels
Motels
Inns
Clubs
Convention hotels

11.3 RATES AND MEAL PLAN

The main source of income for a hotel is by the sale of room space. In the hotel
industry, all rooms are not the same. There are various types of rooms depending on the size,
location and category of the hotel. The types of and rates of rooms not only differ from hotel
to hotel but also within the hotel, depending on real estate and construction costs. The level
of luxury and the type of bedding also determines the room rate to be charged. Various
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terms, codes and descriptions have been created by various hotels worldwide to represent
room tariffs and types. In the past it was difficult as different hotels used different codes. Due
to computerisation the room types and codes have become standardised. Normally, hotels
have four rate categories:

1. Rack Rates
Rack rates are normal room rates. It is based on the category of the room, type of
bedding and occupancy. Unless specified, guests are quoted the rack rates and are charged
for the same.

2. Group and Tour Rates

Group and Tour rates are a discounted room rate for an organisation, which has
blocked a large number of rooms. Most hotels have group rates that are lower than the rack
rates. This rate is generally extended to a trade association or fraternal organisation that has
scheduled a meeting, seminar or conference at the hotel. Discounts are also offered to a tour
operator, in return for a commitment to purchase a minimum number of rooms over a given
period of time. They are usually regular customers for the hotel.

3. Special and Promotional Rates

Special and promotional rates are offered to corporate travellers, traveling sales
representatives, military personnel, airlines staff or other regular clients. Some times special
rates are also offered along with an advertising campaign or to promote the hotel during lean
periods.

4. Package Rates
Package rates are offered to the public along with other services such as banquet or a
ball, or recreational facilities or a special event. Such a package normally includes
accommodation, tickets to the concerned event, transportation from hotel to the venue and
back and pick-up service. Other popular packages offered by hotels are honeymoon,
weekend, Christmas, New Year or any other special event and sports activity. The package
rate is normally lower than the combined component or rack rate.

11.3.1 Tariff Based on Room Category

The tariff also varies as per room categories. Every hospitality establishment has
different types of rooms available but the most common type of rooms available in large
hotels are A - Deluxe (Maximum Rate), B - Superior (Moderate Rate), C – Standard
(Minimum Rate), D - E conomy (Promotional rate). The accommodation is also categorized
depending on occupancy rates charged accordingly. Su - Suite, S - Single occupancy, D –
Double occupancy.

Category Type of Accommodation

1. Deluxe Room
offers the best location in the hotel and offers best view, highest level of comfort with
matching furnishings and decor. The amenities include a fully stocked bar or refrigerator and
the room has king or queen beds.

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2. Superior Room
is a medium rate room usually located on the ground floor with a good view and may
have a double king or queen bed.

3. Standard Room
is a regular room consisting of one or two double beds, a queen bed or two twin beds.
They may not have either a good view or a good location.

4. Economy Room
generally a room reserved for promotional or discounted rates and may have under
sized beds, small floor plan or a mediocre location.

5. Suite
normally consists of two rooms -a living room and a sleeping room. It may some
times also have a kitchenette or conference room. The other amenities provided are a stocked
bar and refrigerator.

11.3.2 Tariff Based on Bedding

Besides the variation in the rooms and tariff, the bedding also normally has following
categories. They are King-sized bed; Queen sized bed, Double bed, Twin bed and Single
Bed.

1. King-sized Bed
is the latest style and is equal to two twin beds side by side. One or two king beds are
normally provided in deluxe rooms or suites.

2. Queen-sized Bed
A queen bed is about 10 to 25% smaller than the king sized bed, but 25% bigger than the
standard bed. A queen bed may be provided in any category of rooms, as some hotels do not
distinguish between queen beds and double beds.

3. Double Bed
The standard sized double bed is about 25% smaller than the queen bed and is provided in
any room category.

4. Twin Bed
The twin bed is about half the size of a king bed and a room normally has two twin beds.

5. Single Bed
A single bed may refer to one twin bed or one bed of any size provided in a room, which is
rented out for single occupancy.

11.3.3 Tariff Based on Special Rates

A number of hotels offer special discounted rates as under:

1. Corporate Rate
This rate is given to corporate travellers, who normally form the cream of a hotel's
occupancy. To earn this discount, the company may have to guarantee a minimum number of
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rooms to be occupied during a particular period. Some hotels offer this corporate rate to any
business traveller irrespective of the employer.

2. Government Rate
This rate is normally given to employees of the government, usually on the basis of a
contract between the government department and the hotel. Discounted rate may also be
given to government personnel holding a valid ID t o encourage regular business.

3. Military Rate
This is offered to personnel of the armed forces, either on the basis of a contract or to
encourage repeat business.

4. Agent Rate
This rate is offered to travel agents and airline personnel, which may not be valid during the
peak seasons.

5. Salesperson Rate
These rates are mostly offered at motels to traveling salespersons during the off-season.

6. Local Business Rate

These rates may be offered to preferred business houses in the local community, which
includes a discount and guaranteed availability.

7. Day Rate This rate is applicable to guests who stay only during the day without staying
overnight.

8. Package Rates
These rates are often offered during the lean season or as a promotional venture. These
include weekend packages or promotional packages like a three night’s and two days stay
which include meals and other recreational facilities.

9. Group and Tour Discount

The hotel, normally offers group and tour discounts to increase or maintain occupancy
throughout the year in return for a commitment to purchase a fixed number of rooms.

10. Guaranteed Availability

If a hotel normally has a high occupancy rate, the group rate offered may be only guaranteed
availability of a fixed number of rooms, without offering a discount.

11.3.4 Tariff Based on Meal Plan

The meal plans are usually of five types.

1. European Plan
Under this plan the room rate charged does not include any meals, which must be purchased
separately.

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2. American Plan

This has two types:

Full American Plan – under this plan the room rates include all three meals, but exclude
beverages, which must be purchased separately.

Modified American Plan - Here the room rate includes two meals (normally continental
breakfast and dinner), excluding alcoholic beverages, which must be purchased separately.

3. Continental Plan
Under this, room rate includes continental breakfast.

4. Bed And Breakfast Plan

Under this plan, the room rate includes a full breakfast.

11.4 HOTEL GUESTS

A hotel customer or client is called a guest because the hotel offers homely and professional
service to him, and establishes an intimate relationship with him during his stay. Hotel guests
may be defined as “people who have, who are, or who will be availing the services of hotel,
for a particular period in order to satisfy their demand for accommodation, food and beverage
or entertainment, for which they are willing and able to pay”. Guest relation is the integral
part of the hotel industry. It is a means for the management to reach out to the guest and
convey to him the feeling of warmth and welcome.

11.4.1 Guest Classification

A guest may be classified under following headings:
1. Guests on the basis of presence in the hotel: a n expected guest, an in-house guest
and check out guest.

2. Guests on the basis of recognition: regular guest , V.I.P., special attention and
distinguished guest and new guests

3. Guests on the basis of revenue: paying guests and Complimentary Guests.

CHECK YOUR PROGRESS

1. What are the different categories of star hotels?
2. Classify hotels according to facilities and amenities.
3. How the guests are classified?

11.5 LET US SUM UP

Hotels are of various types depending on number of factors like the nature and facilities
offered, size, location, etc. Hotel can be classified into Economy / Limited Service Hotels,
Mid-Market Hotels, All-suite Hotels, First-Class or Executive Hotels, Luxury or Deluxe
Hotels. According to ownership and management, hotels can be classified into Independent
Hotels, Chain / Group Hotels and Management Contractual Hotels. According to type of plan
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(tariff pattern), hotels are classified into European Plan, Continental Plan, American Plan/
Modified American Plan and ‘Bed and Breakfast Plan’. According to the size, hotels are
grouped into small hotels, average hotels, above average hotels and large hotels. According
to visitors stop-over, hotels are grouped into Residential Hotels, Semi Residential Hotels,
Transient / Transit Hotels and Resort Hotels. According to its relationship with transport,
hotels are grouped into Motels, Railway Hotels, Airport Hotels and Floating Hotels.
According to the type of patronage, hotels can be exclusively for women, families,
commercial men, high society or affluent category, retired people and students. According to
the Length of operating period, the hotels may be seasonal, two-seasonal or year around
hotels. Based on the location, hotels may be called Resort hotels, Suburban hotels, Airport
hotels (Airtel), Sea side hotel or Beach hotels or Coastal hotels, Transient hotels, Country
hotels, Floating hotels, City hotels, Highway hotels, Town center hotels, Space resorts, Hill
or Mountain hotels, Ski resorts / Ski lodges, Boatels, Hotels and Inland hotels. Hotels can
also be of types such as International, Commercial, Hostels, Business, Holiday, Transient,
Resort, Motels, Inns, Clubs and Convention hotels. Normally hotels have four categories of
rates, viz. rack rates, group and tour rates, special and promotional rates, and package rates.
The tariff also varies as per room categories and bedding. A number of hotels offer special
discounted rates for Companies, Government, Military Tour, Agent and Salesperson. The
meal plans are usually of five types, viz. European plan, American plan (full and modified),
Continental plan and ‘Bed and Breakfast’ plan. Guest relation is the integral part of the hotel
industry. A guest may be classified on the basis of presence in the hotel, on the basis of
recognition and on the basis of revenue (paying and complementary).

11.6 LESSON END ACTIVITY

1. Collect pictures of famous hotels worldwide from magazines and other means and prepare
a scrap book for future reference.
2. Find out the prominent hotels / hotel chains in various countries throughout the world.
3. Find out the 5 star and 3 star hotels in your metro.
4. Visit nearby various class hotels and note down the reasons for category classifications.

11.7 KEY WORDS

Meal The food served and eaten in one sitting

Lodge To provide with temporary quarters, especially for sleeping
Kitchenette A small kitchen
Condominium A building or complex in which units of property, such as apartments, are
owned by individuals and common parts of the property, such as the grounds
and building structure, are owned jointly by the unit owners
Gourmet A connoisseur of fine food and drink
Cloakroom A room for checking packages or baggage, as in a theater, railway station, or
airport
Franchise Authorization granted to someone to sell or distribute a company's goods or
services in certain area

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11.8 QUESTIONS FOR DISCUSSION
1. Hold discussions and prepare a report outlining the additional facilities and
improvements needed to seek upgradation of present star relating to a higher one.
2. What are the various classifications of the hotels?
3. How hotels are categoried according to norms of accommodation provided to the
guests and what are the differences among them?
4. How hotels are classified according to mode of travel?

CHECK YOUR PROGRESS - ANSWER

1. The different types of star hotels are five star hotels, four star hotels, three star hotels, two
star hotels and one star hotels.
2. Economy / Limited Service Hotels, Mid-Market Hotels, All-suite Hotels, First-Class or
Executive Hotels and Luxury or deluxe hotels.
3. Guests may be classified on the basis of presence in the hotel, recognition and revenue.

11.9 REFERENCES

1. M. Zulfikar (1998), Introduction to Tourism and Hotel Industry, Sangam Books Ltd.
2. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. & Co. (Publishers) Ltd.
3. Alan T. Stutts, James Wortman (2005), Hotel and Lodging Management: An Introduction,
Wiley.
4. Tom Powers, Clayton W. Barrows (2002), Introduction to the
Hospitality Industry, Wiley.

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 LESSON 12

FRONT OFFICE DEPARTMENT

CONTENTS

12.0 Aims and Objectives

12.1 Introduction
12.2 Front Office Department
12.2.1 Front Office Functions
12.3 Front Office Organisation
12.3.1 Front Office Organisation Chart
12.4 Duties & Responsibilities of Front Office Staff
12.4.1 Front Office Manager
12.4.2 Front Desk Agent
12.4.3 Reservation Agent
12.4.4 Switchboard Operator
12.4.5 Front Office Cashier
12.4.6 Uniformed Service Staff
12.4.7 Concierge
12.4.8 Night Auditor
12.5 Front Office Desk Layout
12.6 Front Office Equipments and Furniture
12.7 Let us Sum Up
12.8 Lesson End Activity
12.9 Key Words
12.10 Questions for Discussion
12.11 References

12.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Front office department and its functions
Front office organization
Duties and responsibilities of front office staffs
Front office desk layout and equipments.

12.1 INTRODUCTION
At the hub of the hotel world is the reception desk where most guest transactions take
place. It is here that the guest is received, registered and assigned a room. Information, mail,
messages, complaints and room accounts are all dealt with here. Therefore, to a large extent,
the reception team is the key to an enjoyable and problem-free stay for the hotel guest. It is
also the centre of attraction and money generation for the establishment. The front office
department is the nerve centre, the hub and the heart of the hotel. Front office personnel have
more contact with guests than staffs in other departments. This is the department where the
guest first checks in and finally checks out of the hotel. The front office is the main
communication centre. As it is the major revenue generating department, it is equipped with
staffs of good quality and personality. The front office is the show window and hence it is
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furnished and maintained with good furnitures and fittings. Front office is well designed in
an orderly manner. Regardless of how the hotel is organized, the front office is always an
essential “focal point”.

12.2 FRONT OFFICE DEPARTMENT

The front office is the main controlling centre of all guest services, and also
coordinates the back office functions with these services. It serves as a main channel of two
way communications i.e. from hotel to guest and guest to hotel. Front office is the name
given to all the offices situated in the front of the house, that is, the lobby, where the guest is
received, provided information, checked-in, his luggage is handled, his accounts are settled at
departure, and his problems, complaints and suggestions are looked after. Foreign guests use
the front desk to exchange currency, find a translator, or request other special assistance.
The front desk often serves as the hotel control center for guest requests concerning
housekeeping or engineering issues. In addition, it may also be a base of operations during an
emergency, such as a fire or a guest injury.

12.2.1 Front Office Functions

Front office functions include reservations, registration, room and rate assignment, check-in,
guest services, room status, maintenance and settlement of guest accounts and creation of
guest history records. The front office compiles a n d maintains a comprehensive data base of
guest information, coordinates guest services, and ensures guest satisfaction. These functions
are accomplished by personnel in diverse areas of the front office department. The main
functions of the front office department are:

1. During Guest Cycle:

Pre arrival, arrival, on going responsibilities, departure and after departure activities.

2. Guest Services: Reservations, registration, occupancy services, checkout and history.

a. Maintain accurate room status information
b. Process future room reservations, when there is no reservation department or when the
reservation department is closed.
c. Coordinate guest services.
d. Provide information about the hotel, the surrounding community, and any attractions or
events of interest to guests.

3. Guest Accounting: Establishment of credit, charge posting, night audit and settlement.
a. Maintain guest accounts and monitor credit limits.
b. Produce guest account statements and complete proper financial settlement. The front
office functions can be well understood from the figure given below:

Figure 12.1 Functions of Front Office

12.3 FRONT OFFICE ORGANISATION

The front office department of a hotel comprises of various sections. Depending on the size
of the hotels, the sections may vary. In small or medium sized hotels the sections may be
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merged and handled accordingly. The following are the sections of the front office
department.

1. Reservation Section
is responsible for booking of rooms in advance. It is responsible for the receiving of the room
requests, reservation analyzing and documentation of the room requests received. This
section of the department depends upon the size of the hotel; if the hotel is small sized there
may be not be a separate section for reservations. This section is mostly found in mid sized
and large sized hotel.

2. Front Desk Section

is responsible for receiving the guest, registering of the guest, assigning of room and room
keys and remote controls for television and air conditioners if such services are available and
assistance to the guest during their stay. They are also a source of information for
government offices.

Figure 12.2 Front Desk

3. Bell Desk
is mainly responsible for luggage handling of the guests. It consists of group of uniformed
staff for guest services. This section is maintained separately in large hotels only.

4. Travel Desk Section

handles the transportation facility of the hotel guest. It assists in the booking of air tickets,
hiring of the car and other transportation facilities. It also arranges / organizes city tours,
sight seeing tours to the guests on request.

5. Business Centres
serve the guests with laptops, internet, mobiles, facsimile, LCD projectors, and photocopier
and also on request secretarial facilities. This is the latest addition in the large and medium
sized hotels, in line with the electronic era.

Figure 12.3 Business Centre

6. Concierge Section
provides information about the hotel, its services and amenities, city, town, country, travel
and transport, banks etc. They can also handle the guest luggage and bags if the hotel does
not have the bell desk section. The receiving and distribution of mail and message, packets,
news papers and magazines in the early mornings to guest room are also attended to. In
addition, it may also handle the hiring of the car and booking of air tickets and other
transportation facilities if there is no travel desk in the hotel.

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7. Cashiering Section
is responsible for maintaining and recording guest accounts and bills and folio of guest and
either cash or credit settlement of guest folios at the time of departure.

8. Communication and Telephone Section

handles the guest telephones and messages, both incoming and out going of the guest.

12.3.1 Front Office Organisation Chart

Figure 12.4 Front Office Organisation Chart

The Front Office organization chart is designed according to functions. The chart 1 2 .4
clearly defines the control and also provides guests with more specialized attention. Typical
positions and functions under the Front Office Department are:
1. Front Desk Agent: Registers guests, and maintains room availability information
2. Reservation Agent: Responds to Reservation Requests and creates Reservation Records
3. Cashier: Closes guest folios, and properly checks out the guests.
4. Uniformed Bell Service Agent: Handles guest luggage, escorts guests to their rooms, and
assists guests for any bit of information requested.
5. Switchboard Operator: Manages the switchboard and coordinates wake-up calls.
6. Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily
reports to the management (eg: Occupancy Report and Revenue Report).

12.4 DUTIES & RESPONSIBILITIES OF FRONT OFFICE STAFF

12.4.1 Front Office Manager

Front Office manager must be a skilled planner who channelizes the various resources viz.
people, money, time, work methods, materials, energy and equipment to suit the objectives
of the property. He should maintain cordial relationships between the front office and other
hotel divisions and departments by encouraging communication between all areas of
responsibility. Basic Function: To supervise all front office personnel and ensure proper
completion of all front office duties.

Duties & Responsibilities:

1. Evaluate and decide the need of personnel in the department.
2. Participate in the selection of front office personnel.
3. Train and update staff skills.
4. Schedule the staff duties.
5. Supervise and help workloads during shifts.
6. Evaluate the job performance of each front office employee.
7. Maintain working relationships and communicate with all departments.
8. Maintain master key control.
9. Check room status
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 10. Resolve guest problems quickly, efficiently and courteously
11. Update and monitor group information and requirements.
12. Review credit limit report.
13. Enforce all cash-handling, other modes of payment and credit policies.

12.4.2 Front Desk Agent

Also designated, as Receptionist or Front office Assistant in some hotels, is the first person a
guest sees on entering the property and the last person the guest sees on leaving.
Basic Function: To assist guests in all front office-related functions in an efficient, courteous,
and professional manner that maintains high standards of service and hospitality.

Duties and Responsibilities:

1. Register guests and assign rooms; accommodate special requests, if possible.
2. Assist in pre-registration and blocking of rooms for reservations.
3. Thoroughly understand and adhere to proper credit, other modes of payment, cash
handling policies and procedures.
4. Know room status, locations, types and rates.
5. Use suggestive selling techniques to sell rooms and to promote other services of the hotel.
6. Coordinate rooms’ status with housekeeping department; notify all check-outs, early
check-ins, special requests etc.
7. Take reservations, modify or cancel as requested.
8. Post and file all charges to guest, master and city ledger accounts.
9. Handle issuing and closing of safe deposit boxes for the guests.
10. Read, maintain and pass-on log and bulletin board at each shift.
11. Coordinate with engineering and maintenance division for guest room maintenance.
12. Know all safety and emergency procedures, accident prevention policies.
13. Report any unusual occurrences or requests to the manager.

12.4.3 Reservation Agent

Normally found in larger hotels, in smaller hotels Front office agent handles this job.
Basic Function: To handle all future reservations, matching the needs of the guests with the
hotel.

Duties and Responsibilities:

1. Process reservations by mail, telephone, telex, cable, fax or central reservation system
referral.
2. Process reservations from the sales office, other hotel departments and travel agents.
3. Know the type of rooms, location and layout, status, rates, package plans, benefits etc.
4. Maintain reservation records by date and time of arrival and alphabetical listings.
5. Process cancellations and modifications.
6. Prepare letters of confirmation and communicate to the prospective guest / representative.
7. Know the hotel’s policy on guaranteed reservations and noshows.
8. Process advance deposits on reservations.
9. Prepare expected arrival lists and communicate reservation information for front office.
10. Assist in pre-registration activities when appropriate.
11. Promote goodwill by being courteous, friendly and helpful to guests, managers and
fellow employees.
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12.4.4 Switchboard Operator
They are heard by the guest but are rarely seen. They represent the hotel through their voice
on the phone. They build a very significant image of the hotel to a prospective guest. The
work has drastically changed due to the electronic age, but the basic voice assistance is
always a warm welcome. Basic Function: Receives and directs incoming and outgoing calls
to individual guests, staff, or departments.

Duties and Responsibilities:

1. Answer incoming calls.
2. Direct calls to guestrooms, staff, or departments through the switchboard or PBX system.
3. Place outgoing calls.
4. Receive telephone charges from the telephone company and forward charges to the front
desk for posting.
5. Take and distribute messages for guests.
6. Log all wake-up call requests and perform wake-up call services.
7. Provide information about guest services to guests.
8. Answer questions about hotel events and activities.
9. Provide paging services to hotel guests and employees.
10. Know what action to take when an emergency call is requested or received.
11. Be aware of all the emergency service nos. and systems relating to the same.

12.4.5 Front Office Cashier

Basic Function: Guest accounting tasks require efficiency and accuracy. The tasks of the
front office cashier center on the guest accounting cycle. The front office cashiers post
revenue center charges to guest accounts. The hotel’s revenue centers communicate
information on charge purchases to the front desk. Cashiers then post these charges to guest
accounts to ensure that the charges will be settled at checkout. Where computerised systems
are installed, the Point of Sale operations are directly posted to the Guest Ledger whenever
the guest utilises a particular service. The cashiers also receive payment from guests at
checkout. They coordinate the billing of credit card and direct-billed guest accounts with the
accounting division. The cashier at the close of each shift balances all guest accounts. They
also manage safedeposit boxes / lockers, variety of banking services including foreign
exchange.
Duties and Responsibilities:
1. Operate front office posting equipment/ system.
2. Obtain the house bank and keep it balanced.
3. Complete cashier pre-shift supply checklist.
4. Take departmental readings at the beginning of the shift.
5. Complete guest check-in and checkout procedures.
6. Post charges to guest accounts.
7. Handle Paid-outs (VPO).
8. Transfer guest balances to other accounts as required.
9. Settle guest accounts in cash, credit card, Company account by transferring balances to
the respective ledgers.
10. Post non-guest ledger payments.
11. Make account adjustments.
12. Balance departmental totals and cash at close of shift.
13. Manage safe deposit box/ locker.
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12.4.6 Uniformed Bell Service Staff
Basic Functions: Meeting, greeting and escorting guests to their rooms and also the reverse
of it i.e. escorting guests from their rooms to the front desk, to their means of transport etc.
They also do errands, handle messages and page guests. They also act as the eyes and ears of
the hotels since they are strategically stationed and also make trips to many floors and rooms.
Work closely with the front desk staff, room service employees and other hotel personnel in
providing guest assistance with luggage, transportation and miscellaneous needs.

Duties and Responsibilities:

1. Maintain a good personal appearance at all times. Wear the standard uniform and name
tag.
2. Escort guests to and from their rooms if required and also assist in carrying their luggage.
3. Keep the lobby directory up to date.
4. Watch for any unusual persons or activities and report them to management.
5. Transport hotel guests to and from the airport on request. Keep limousines and other hotel
vehicles clean and in top running condition.
6. Maintain an orderly, secure checkroom for guests.

12.4.7 Concierge
Basic Functions: They are specialized in assisting the guest – regardless of whether inquiries
concern in-hotel or off-premises attractions, facilities, services, or activities. Must provide
concise and accurate directions; make reservations for flights, theater or special events,
obtain tickets, organize special functions such as VIP cocktail receptions and arrange for
secretarial services, if needed.

Duties and Responsibilities:

1. Develop a strong knowledge of the hotel’s facilities and services and of the surrounding
community.
2. Provide guests with directions / information to attractions or facilities in or outside the
property.
3. Make guest reservations for air or other forms of transportation when requested; obtain
necessary itinerary and tickets.
4. Make guest reservations for the theater and other forms of entertainment when requested,
obtain necessary tickets and provide directions to facilities.
5. Organize special functions as directed by management.
6. Arrange secretarial and other office services.
7. Coordinate guest requests for special services or equipment with the appropriate
department.
8. Check with roomed guests periodically to ascertain if they have any special needs.
9. Handle guest complaints.

12.4.8 Night Auditor

Basic Functions: Must be skilled record keeper since the job requires him to track room
revenues, occupancy percentages, and other front office operating statistics and prepare, a
summary of the financial performance for the day. He is basically an employee of the
accounts division. Has to verify all account postings and balances made during the day by

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front desk cashiers and agents. In some properties, he may also act as front desk agent during
the night.
Duties and Responsibilities:
1. Post room charges and taxes to guest accounts.
2. Process guest charge vouchers and credit card vouchers.
3. Post guest charge purchase transactions not posted by the front office cashier.
4. Transfer charges and deposits to master accounts.
5. Verify all account postings and balances.
6. Monitor the current status of coupon, discount, and other promotional programmes.
7. Track room revenues, occupancy percentages, and other front office statistics.
8. Prepare a summary of cash, cheques, credit card activities and summary of results of
operations for management.
9. Understand principles of auditing, balancing and closing out accounts.
10. Know how to operate posting machines, other front office equipment and computers.
11. Understand and know how to perform check-in and checkout procedures.

12.5 FRONT OFFICE DESK LAYOUT

As the front office is the entry and exit point for a guest, the main entrance and approach play
a very important role in the selection of hotel for a guest. A guest entering a hotel does so
through the main entrance which leads to the reception area of the hotel which is also called
the lobby of the hotel.

Figure 12.5 Lobby Layout

The lobby is elegantly designed to accommodate the front office staffs and for the smooth
service to the guests. Since the lobby usually serves as a meeting or gathering area for guests
and their visitors it should be well planned and furnished to give a best intuition. The lobby
of the hotel includes the general circulation and waiting area which leads to check-in,
information, cashiers counter, bell desk, travel desk, cloak rooms etc.. The above figure
shows a typical layout of a lobby. The layout may vary from hotel to hotel. Some hotel may
even have a coffee shop, restaurant and shopping arcade.

12.6 FRONT OFFICE EQUIPMENTS AND FURNITURES

The following are the common equipments and furniture found in the hotel lobby:
1. Front Desk
2. Bell desk and concierge desk
3. Lobby desk
4. Travel counter
5. Room and reservation racks
6. Computer, Printer, UPS and other related devices
7. Credit card imprinters
8. Telephone – EPABX, PBX, PMBX, EPBX
9. Telex, Facsimile machine
10. Mail, Message and Key rack
11. Duplicate key rack
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12. Time stand
13. Wake up device
14. Folio tray
15. Security monitor
16. Luggage trolley
17. Luggage net
18. Date and time punching machine
19. Bulletin boards
20. G.R. card holder
21. Mail forwarding file
22. Page board
23. Safe vault and in-room vault
24. Photocopying machine
25. Room rack
26. Postal weighting scale
27. Voucher rack
28. Account posting machine
29. Cash register
30. Magnetic strip reader

CHECK YOUR PROGRESS

1. What are the main functions of the front office department?
2. What are the sections of the front office department?
3. What is the basic function of a Front Office Manager?

12.7 LET US SUM UP

The front office department is the nerve centre of the hotel. This is the department where the
guest first checks-in and finally checks-out of the hotel. The front office is also the main
controlling centre of all room services. The front office functions include reservations,
registration, room and rate assignment, guest services, room status maintenance, settlement
of guest accounts and creation of guest history records. The front office department of a hotel
comprises of the following sections: Reservation section, Front desk section, Bell desk,
Travel desk, Concierge section, Cashiering section, Communication and telephone section,
and Business centres. The Front Office Manager must be a skilled planner who channelises
the various resources viz. people, money, time, work methods, materials, energy and
equipment to suit the objectives of the property. The Front Desk Agent (Receptionist or Front
office Assistant) is the first person a guest sees on entering the hotel and the last person the
guest sees on leaving.

The front office lobby is elegantly designed to accommodate the staffs and for the smooth
service to the guests. The common equipments and furniture found in the hotel lobby include
front desk, bell desk and concierge desk, lobby desk, travel counter, room and reservation
racks, computer, printer, credit card imprinters, telephone, telex, facsimile machine, mail,
message and key rack, duplicate key rack, time stand, wake up device, folio tray, security
service monitor, luggage trolley, luggage net, sate and time punching machine, bulletin
boards, G.R. card holder, mail forwarding file, page board, safe vault and in-room vault,
photocopying machine, room rack, postal weighting scale, voucher rack, account posting
machine, cash register and magnetic strip reader.
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12.8 LESSON END ACTIVITY
1. Visit a hotel near by and take a list of office equipments and furniture found in the front
office lobby.
2. Visit a hotel, interview the Front Office Manage and take a note of his duties and
responsibilities.

12.9 KEY WORDS

Audit To examine, verify, or correct
Amenity The quality of being pleasant or attractive facilities available.
Folio A large sheet of paper folded once in the middle, making two leaves or four
pages of a book or manuscript
Telex A communications system consisting of teletypewriters connected to a
telephonic network to send and receive signals
Prospective Likely or expected to happen
Ledger A book in which the monetary transactions of a business are posted in the form
of debits and credits
Lockers A small, usually metal compartment that can be locked, especially one at a
public place for the safekeeping of clothing and valuables

12.10 QUESTIONS FOR DISCUSSION

1. Explain in your own words about the front office department and its functions.
2. Give a brief description about the duties and responsibilities of the front office staffs.
3. What are the equipments that you find in a front office department?

CHECK YOUR PROGRESS - ANSWER

1. The main functions of the front office department include pre arrival, arrival, on going
responsibilities, departure and after departure activities, reservations, registration,
occupancy services, checkout and history, maintain guest accounts and monitor credit
limits.

2. The front office department of a hotel comprises of the following sections: Reservation
section, Front desk section, Bell desk, Travel desk, Concierge section, Cashiering section,
Communication and telephone section, and Business centres.

3. The basic function of the Front Office Manager is to supervise all front office personnel
and ensure proper completion of all front office duties.

12.11 REFERENCES
1. Alan T. Stutts, James Wortman (2005), Hotel and Lodging Management: An Introduction,
Wiley.
2. James A. Bardi (2002), Hotel Front Office Management, Wiley.
3. Ahmed Ismail (2002), Front office operations and management, Thomson Delmar
Learning.
4. Michael L. Kasavana and Richard M. Brooks (2005), Managing Front Office Operations,
Educational Institute of American Hotel & Motel.
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 LESSON 13

RESERVATION

CONTENTS

13.0 Aims and Objectives

13.1 Introduction
13.2 Reservation
13.3 Types of Reservations
13.3.1 Guaranteed Reservation
13.3.2 Non-Guaranteed Reservation
13.3.3 Tentative / Provisional Reservation
13.4 Reservation Enquiry
13.5 Sources of Reservations
13.5.1 Central Reservation Systems
13.5.2 Intersell Agencies
13.5.3 Direct Reservation System
13.6 Group Reservations
13.7 Reservation Availability
13.8 Devices Used for Tracking Room Availability
13.8.1 Control Books
13.8.2 Wall Charts
13.8.3 Computerized Systems
13.9 Reservation Record
13.10 Reservation Confirmation
13.11 Let us Sum Up
13.12 Lesson End Activity
13.13 Key Words
13.14 Questions for Discussion
13.15 References

13.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Reservation and its types
Sources of reservation
Reservation availability
Equipment tracking room availability
Reservation records and confirmation.

13.1 INTRODUCTION
A hotel mainly relies on the income generated from the effective letting of its bedrooms for
profit. A large percentage of revenue is obtained from room sales, and out of that again, a
large proportion is contributed by the advance booking or reservation of rooms of the hotel.
Reservation is an activity concerning the sale of room. In a small hotel, the volume of
reservation, i.e. advance booking of room is much less as compared to a large hotel; hence
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this function and subsequently the work involved in reservations can be done by the
receptionist himself at the reception counter. In a large hotel, the volume of work of booking
of rooms is quite big and hence it becomes necessary to allocate a separate section away
from the reception counter so that the receptionist can concentrate more on the guest
services. Reservations generally constitute both legal and moral responsibilities on hotel and
hence it is important that proper and efficient systems are installed in the hotel. These records
should be filed in such a way that the staff is able to refer to any individual reservation
enquiry quickly. It is also important that the reservation staff must be aware of legal
requirements and implications.

13.2 RESERVATION
Reservation is the activity of booking the room in advance for a prospective guest on his
request for future, which may be from few days to months in advance. Below is the detailed
process of reservation:
1. Conduct the reservation enquiry
2. Determine room and rate availability
3. Create the reservation record
4. Confirm the reservation record
5. Maintain the reservation record
6. Produce reservation reports.

Functions of the Reservation Section:

The main function of the reservation section is to help the hotel in generating revenue
from future and prospective room sales.
The reservation section should receive the reservation request from the prospective guest,
check availability of rooms, process the request and either accept it, wait list it or deny it
and communicate the decision.
Prior to Computerization Era, the main function of the Reservation Process is only to
determine basic room availability. That is, the reservation clerk can only tell the potential
guest whether a room is reserved for him / her or not. However, the reservation clerk can
not tell the type of the room, rate honored etc. But nowadays, with the wide use of
computer reservation (on-line reservation) with software package programs, it is now
possible to reserve a room by room type, rate, and to accommodate all the possible
special requests of the guest. Therefore, the selling function has largely shifted from the
front office to the reservation department. Hence, projections of Room Revenues and
Profitability Analysis became one of the main functions of the Reservation Department.

Figure 13.1 Reservation Section

As a consequence, reservation department and reservation agents should have sales goals
to achieve which might focus on number of room nights, average room rate, and / or booked
room revenue.

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13.3 TYPES OF RESERVATIONS

13.3.1 Guaranteed Reservation

Ensures that the hotel will hold a room for the guest until a specific time following the
guest’s scheduled arrival date [i.e. checkin t ime or start of the hotel’s day shift or any time
the lodging property chooses]. On return, the guest shall guarantee his / her reservation of
room unless reservation is properly canceled. In order to guarantee a reservation, guests
might opt for one of the following methods:

1. Prepayment Guaranteed Reservation

– the hotel request the prospective guest to either send the complete deposit or a partial
deposit and on receiving, makes the booking for the prospective guest.

2. Credit Card Guaranteed Reservation

– in this case the prospective guest gives his credit card number and details to the hotel. The
hotel confirms the room from the credit card guarantee and then claims from the credit card
company, if the guest does not occupy the room on the said date.

3. Travel Agent Guaranteed Reservation

– some travel agents have arrangement with hotel chains to book room for their clients and
executives travelling to various destination. The travel agents are solely responsible for the
reservation; they are billed after the guest’s stay is completed.

4. Voucher or Miscellaneous Charge Order [MCO]

- this i s a special arrangement designed to attract return guest or new business. This is
usually provided by the hotels themselves for their prospective guests.

5. Corporate Guaranteed Reservation

– in this case the corporation or company takes the responsibility for booking for their
executives, visitors etc.

13.3.2 Non-Guaranteed Reservation

Ensures that the hotel agrees to hold a room for the guest until a stated reservation
cancellation hour (usually 6 p.m.) on the day of arrival. In case the guest who has made the
reservation arrives after 6.00 p.m, the hotel is not bound to provide him accommodation.
Non-guaranteed reservation usually occurs when the prospective guest does not provide any
payment guarantee but simply confirms through a letter. Reservation agents shall make sure
to encourage their guests to guarantee their reservations, especially in the high season.

13.3.3 Tentative / Provisional Reservation

Provisional reservation is done when a request from prospective guest is received for some
future day arrival and the hotel blocks the room for this guest, provisionally in the hotel
records such as charts and diaries and racks or computer and sends a letter of offer to the
prospective guest. The offer has a cut off date by which the guest should send his
confirmation which may be in the form of a letter, guarantee by company, credit card or
deposit whichever the hotel may request. Once the confirmation from the guest is received by
the hotel within the cut off date, the hotel makes the tentative booking into confirmed
booking. Otherwise the tentative booking is cancelled and the records updated.

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13.4 RESERVATION ENQUIRY
Guests can communicate their reservation enquiries in any one of the methods; in person,
over the telephone, via mail, through facsimile, telex or e-mail. Moreover, reservation
inquiries can also be made through Central Reservation System or Intersell Agency. While
getting a reservation enquiry, the reservation agent shall obtain the following guest-related
information:
i) Guest’s name, address and telephone number
ii) Company or travel agency name, where possible
iii) Date of arrival and departure
iv) Type and number of rooms requested
v) Desired room rate and type of room
vi) Number of people in the group, if applicable
vii) Method of payment and / or guarantee
viii) Any other special requests

Figure 13.2 Reservation Form

Most of the above mentioned information is used to create a reservation record.

13.5 SOURCES OF RESERVATIONS

13.5.1 Central Reservation Systems

The majority of Lodging Properties belongs to one or more Central Reservation Systems. A
central reservation system is composed of a central reservation office, member hotels
connected together via communication devices, and potential guests. Central Reservation
Office [CRO] offers its services via a 24-hours toll free telephone number(s). Member hotels
of the central reservation system shall provide and exchange accurate room availability data
to central reservation offices. To illustrate, central reservation offices and member hotels
shall communicate (on real time) any reservation transaction. This is possible, nowadays,
with the sophisticated communication equipment available. These equipments shall be
provided by central reservation offices to its member hotels. Such equipment may range from
teletype, telex, facsimile machines, to personal computers or Internet connections.

On return for the services, central reservation offices charges a fee for the utilization of its
services which might take the form of a flat fee and a variable fee, or a flat percentage of
potential room revenue, actual room revenue, and / or Rooms Division gross profit.
Central Reservation Offices are divided into two:
i) Affiliate reservation network
- this network is referred to as the hotel chain’s reservation system. In fact, it is
composed of a CRO and hotels, which are members of the same chain.

The main advantages of affiliate reservation network are:

a) Streamline the process of reservation
b) Reduce overall system costs
c) Attract business for or refer business to another chain property
d) Affiliate reservation networks might serve, in addition to its main function, other duties
like:
Serve as an inter property communication network
Serve as an accounting transfer tool
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 Serve as a destination information center
Serve as a connection with Global Distribution Systems [GDS] System including several
Central Reservation Offices connected to each other.

ii) Non-affiliate reservation network -

A non –affiliate reservation network is composed of a central reservation office, potential
guests, and member independent hotels.

13.5.2 Intersell Agencies

Intersell Agencies are special types of central reservation offices contracting to handle
reservation for more than one Product Line for example handle at the same time Airline
Tickets, Car Rental, Hotel Reservation, etc. (“One Call Does it All Approach!”).

13.5.3 Direct Reservation System

Even though many of the five-star hotels rely heavily on central reservation offices and
intersell agencies, some potential guests might still find it convenient, and personal to call
directly the hotel to communicate a reservation enquiry.

13.6 GROUP RESERVATIONS

Conducting a reservation request for a group shall be treate differently than accommodating a
reservation of individual guests (i.e. Frequent Independent Traveler). The main reason is that
individual reservation requests are treated by the reservation department, while group
reservations are initiated by the Sales & Marketing Division, and finalized through a careful
coordination of the reservation from one hand and the marketing on the other. Below is a
detailed procedure of how group reservation, in a typical hotel, is conducted:

1. A group representative, a member of the travel agency or the tour operator, not
individuals, shall communicate group reservations' request to the hotel's marketing
department

2. Upon availability, the hotel's reservation department shall block the requested number of
rooms for this very group

3. The Hotel shall give a deadline for the group, in order to receive their final list. That
deadline is called Cut-off Date.

4. After receiving the final list, the reservation department shall change the desired number
of rooms' status from blocked to booked (or reserved) rooms, and release the remaining
rooms (if any left) as vacant for sale.

5. If the hotel did not receive the final list by the cut-off date, then the reservation department
has all the right to cancel the group reservation and release all the initially booked rooms into
vacant rooms. However, management shall use this right with precautions especially when it
comes to groups reserving from travel agencies and tour operators of which the hotel is
frequently servicing.

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13.7 RESERVATION AVAILABILITY
After receiving a reservation request, the hotel might accept it, as it is, if there is room
availability. If not, the reservation department should suggest alternative room types, dates,
and / or rates, to the potential guest. If, however, the potential guest insists on his / her
previous request, the hotel should suggest an alternative hotel. That's one of the main reasons
why we need to maintain good relationships with nearby competing hotels. The reservation
department should always compare historical reservation volumes against actual arrivals. The
main reason is to cope with overbooking, which a situation occurring when the total number
of rooms reserved for a certain period of time exceeds the total number of rooms available
for sale, for the same period of time. In order to cope with the overbooking problem, some
statistical and historical data should be stored and processed by the hotel and should be
continuously updated. Such data should include:
o Number of rooms reserved for a specific date
o Number of rooms occupied by stayovers (for a certain specific date)
o Forecasted no-show-ups percentage
o Forecasted understays percentage
o Forecasted overstays percentage
o Forecasted cancellation percentage
o Number of out of order rooms for a specific date.

13.8 DEVICES USED FOR TRACKING ROOM AVAILABILITY

In order to function properly, the reservation department shall maintain control books, wall
charts, and / or a computerized system. Whatsoever system chosen, the reservation
department shall maintain and update that system to include any reservation transaction (i.e.
whether a reservation, cancellation, or modification). Below is a description of the three
commonly used sets of equipment to track room availability under the manual, semi-
automated and fully-automated systems:

13.8.1 Control Books

Control books are standard three-ring, loose-leaf binders with a tally page assigned to each
day of the year. Under this very system, when a potential guest calls to have a reservation,
the reservation clerk shall check the cells corresponding to rooms. If there is an empty cell
for all the length of stay of the guest then the reservation clerk marks it as X (i.e. reserved). If
the guest is expected to continue staying the next day, then the reservation clerk shall mark
the next day's respective room cell as O (i.e. Stayover). Lastly, the reservation clerk is
encouraged to use colors while updating information or the cells on the control book.

13.8.2 Wall Charts

These are charts stapled on the wall depicting days of the month versus hotel rooms.
Moreover, upon need and convenience, these charts might be customized to track appropriate
room numbers, rates, and codes, hence, is advantageous to control books. Moreover, in this
system, different colors are used to differentiate between different reservation transactions
and types of guest reserving. Wall charts eliminates the erasures and rewriting associated
with control book, hence less errors might occur.

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13.8.3 Computerized Systems
Computerized systems are by far the best systems that track room availability. In fact, these
systems control room availability data and automatically generate many reservation-related
reports in an accurate manner. Moreover, computerized systems can itemize room
availability for future periods by open dates, closed dates, versus special event dates. This
system can also forecast room availability for any reservation horizon needed in the future. In
the case of non-availability of room type, the system can further suggest alternative room
types, rates, or even other hotels.

13.9 RESERVATION RECORD

Each reservation department shall prepare a reservation record, which depicts the various
personal and financial data of guests, for each reservation transaction. The aim is to identify
guests and their occupancy needs before guest’s arrival. Moreover, the hotel can personalize
or customize guest services and better schedule staff accordingly. In order to create a
reservation record, the following details are needed:
i) Guest name (and group name, if applicable)
ii) Guest’s home or billing address
iii) Guest’s telephone number, including area code
iv) Name, address, and telephone number of guest’s company, if appropriate
v) Name and other pertinent information about the person making the reservation, if not
the guest
vi) Number of people in the group, and perhaps ages of children, if any.
vii) Arrival date and time
viii) Number of nights required or expected departure date,
ix) Reservation type [Guaranteed versus Non-guaranteed]
x) Special requirements [i.e. infant, disabled guest, or nosmoking accommodation]
xi) Additional information, if needed [i.e. late arrival, method of transportation, flight
number, room preferences, etc.]

At the reservation process, reservation agents shall keep in mind that a rate quoted and
confirmed must be honored. Moreover, reservation clerks should be aware of the following:
o Supplementary charges for extra services or amenities
o Minimum stay requirements, if any, for dates requested
o Special promotions in effect for dates requested, if any
o Applicable currency exchange rates, if quoting rates to an international tourist
o Applicable room tax percentages
o Applicable service charges or gratuities

13.10 RESERVATION CONFIRMATION

The hotel should communicate with guests by telephone, telex, mail, or e-mail a Letter of
Confirmation, which confirms the important points of the reservation agreement. This letter
might be shown at the registration process in order to accelerate the pace of registration and
to prove that the guest has the right to have a room at the hotel. The Hotel shall send a
confirmation letter to all reserved potential guests, whether their reservations are guaranteed
or nonguaranteed. Below are the main points that should be communicated in a confirmation
letter:
o Name and address of the guest
o Date and time of arrival
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 o Room type and rate
o Length of stay
o Number of persons in a group, if any
o Reservation type [guaranteed or not]
o Reservation confirmation number
o Special requests, if any.

CHECK YOUR PROGRESS

1. What is reservation?
2. List the process of reservation.
3. What are the types of reservation?
4. What are the guest-related informations required for reservation?
5. What are the merits of the computrised reservation system?

13.11 LET US SUM UP

Hotels depend on the income generated from the sale of its bedrooms. Reservation is an
activity concerning the sale of room. Reservations are done by the receptionist at the
reception counter. In large hotels, it is done by a separate section. Reservation is the activity
of booking the room in advance for a prospective guest. The process of reservation includes c
onduct the reservation enquiry, d etermine room and rate availability, create the reservation
record, c onfirm the reservation record, maintain the reservation record and produce
reservation reports. Reservations are of many types, viz. prepayment guaranteed reservation,
credit card guaranteed reservation, travel agent guaranteed reservation, voucher or
miscellaneous charge order, corporate guaranteed reservation, non-guaranteed reservation,
tentative / provisional reservation, etc. While getting a reservation enquiry, the reservation
staff shall obtain the guest-related information such as guest’s name, address and telephone
number, company or travel agency name, where possible, date of arrival and departure, type
and number of rooms requested, desired room rate an type of room, number of people in the
group, if applicable, method of payment and / or guarantee and any other special requests. In
order to track the room availability, control books, wall charts and other computerized
systems are being used in hotels.

13.12 LESSON END ACTIVITY

1. Visit a hotel near by and take a note of their reservation system.
2. Prepare a register of your own for carrying out reservation.

13.13 KEY WORDS

Reservation Booking, appointment, or date to perform some activity at a particular
time and place
Tracking Monitoring a process or the results of an action
Enquiry A close examination of a matter in a search for information
Computerize To enter, process, or store and retrieve (information) in a computer or
system of computers
Provisional For the time being - tentative
Affiliate Closely connected or associated
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Precaution Careful forethought to avoid risk
Overbooking A term used to describe the sale of access to a service which exceeds the
capacity of the service
Forecast To calculate or estimate something in advance

13.14 QUESTIONS FOR DISCUSSION

1. Enumerate the types of reservation.
2. Explain in your own words about the reservation enquiry.
3. What is group reservation?
4. Explain in detail about the devices used in tracking the room availability.
5. Explain:
i) Reservation record
ii) Reservation confirmation.

CHECK YOUR PROGRESS - ANSWER

1. Reservation is the activity of booking the room in advance for a prospective guest.

2. The process of reservation includes conduction of reservation enquiry, determination of

room and rate availability, creation of reservation record, confirmation of reservation
record, maintenance of reservation record and generation of reservation reports.

3. Reservations are of many types, viz. prepayment guaranteed reservation, credit card
guaranteed reservation, travel agent guaranteed reservation, voucher or miscellaneous
charge order, corporate guaranteed reservation, non-guaranteed reservation, tentative /
provisional reservation, etc.

4. Guest-related information such as guest’s name, address and telephone number, company
or travel agency name, date of arrival and departure, type and number of rooms requested,
desired room rate and type of room, number of people in the group, method of payment and /
or guarantee are required for reservation.

5. Computerized reservation systems are the best systems since that track room availability.
These systems control room availability data and automatically generate many
reservationrelated reports in an accurate manner. This system can also forecast room
availability for any reservation horizon needed in the future. In the case of non-availability of
room type, the system can further suggest alternative room types, rates, or even other nearby
hotels.

13.15 REFERENCES
1. Michael L. Kasavana and Richard M. Brooks (2005), Managing Front Office Operations,
Educational Institute of American Hotel & Motel.
2. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. & Co. (Publishers) Ltd.
3. Michael L. Kasavana, Richard M. Brooks (2001), Managing Front Office Operations
(Coursebook), Educational Institute of American Hotels.

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 LESSON 14

REGISTRATION

CONTENTS

14.0 Aims and Objectives

14.1 Introduction
14.2 Registration
14.2.1 Registration Process
14.2.2 Registration Record
14.2.3 Registration Methods
14.2.4 Systems of Registration
14.3 Room Status
14.4 Issuing Room Keys
14.5 Fulfilling Special Requests
14.6 Room Rate Assignment
14.6.1 Room Rates
14.6.2 Methods of Payment
14.7 Let Us Sum Up
14.8 Lesson End Activity
14.9 Key Words
14.10 Questions for Discussion
14.11 References

14.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Registration processing and records
Methods and systems of registration
Issuing room keys and fulfilling special requests
Room rates and room assignments
Methods of payments.

14.1 INTRODUCTION
Guest registration is one of the first and most lasting impressions on a hotel customer.
Guest registration sets the tenor for the stay and is, therefore a critical contact point. The
front desk should promote the warmth and hospitality of the property. Guest registration is
the point at which critical information is collected about the customer and his / her wishes. If
the bottleneck develops in a guest registration, customer complaints arise. As a result the
front desk employees are particularly concerned with processing the needed information
quickly.
The registration procedure of the hotel is critical to the collection of guest information and
the initialization of the guest account. Almost all the paperwork in the guest cycle is based on
the data that is recorded and verified at, or prior to, check-in.

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14.2 REGISTRATION
Registration is a mandatory requirement that all guests over the age of 16 years – irrespective
of Indian or foreigner, ordinary personnel or VIP. Regardless the size of the hotel, be it small
or large guests, must provide basic information about them and fill up either a visitors
register / hotel register. The register may be a Red Book / form or a card also called G.R.
Card (Guest Registration Card). The guest has to fill in the form and attest his signature. This
agreement between the hotel and the guest is known as a simple contract.

14.2.1 Registration Process

The registration process has the following basic concepts.

1. Collection
It is the gathering of information about the guest such as date and time of arrival,
guest personal information (name, address, nationality, occupation etc), purpose of
visit, date of departure.

2. Product Matching
Assigning the right room to the guest as desired based on availability.

3. Revenue Management
The billing instructions i.e. mode of payment through cash, credit card, travelers
cheque etc.

4. Rooms Management
The duration o f s t a y of the guest. The availability of the room for resale for the
next guest.

5. Completion
After the guest has registered a rate for room is decided and a room assigned after
establishing his creditability. Then the guest along with his luggage sent to his room.
After that the receptionist would complete the paper and other work related to the
new arrival.

14.2.2 Registration Record

The registration record is a collection of important personal and financial guest
information. A typical registration record includes:
i) Guest name and surname
ii) Guest address and telephone number
iii) Company affiliation (if applicable)
iv) Expected arrival date
v) Planned departure date or length of stay
vi) Required room rate
vii) Required room type
viii) Room number
ix) Method of payment
x) Special requests
xi) Signature of the guest.

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 Guest registration information details forwarded to different areas and functions of the
hotel are:
Figure 14.1 Flow of Registration Information

14.2.3 Registration Methods

Three methods are used for registration by hotels:

1. Bound Book It is a big bound book. Guest on arrival fills his details in a line and signs in
this book. It is often used in small hotels. The disadvantages of this book handling are:
Confidentiality of guest information cannot be maintained. The next guest can easily
access the details of the previous guests.
The book is bulky and gets dirty and torn very soon due to frequent usage.
Pre-registration of VIP and others cannot be done.
Only one guest can register at a time.

2. Loose Leaf Register

In this system, a separate loose leaflet is used for each day instead of a consolidated / bound
register. To some extent the confidentiality of guest information can be maintained. It is
mostly suitable for medium sized hotels. The disadvantages of this method are:
It can be easily misplaced, if the desk clerks are careless.
The leaflet may not be fully filled or in some occasions single sheet may not be
sufficient.
Filing also becomes a problem
Only one guest can register at a time.

3. Individual Registration
In this system, a separate card is used for each guest. The cards may be designed so as to
serve various purposes. It may be made in duplicate or triplicate with the help of carbon
papers so that one copy can be sent to Government departments and the other retained by the
hotel. The following are the advantages of this method:
The size of the card is small and quite handy.
They may also be used to serve as a guest history card.
Complete privacy of the guest is maintained.
Many guests can be registered in the rush hours at the same time.

14.2.4 Systems of Registration

1. Manual System

This system is used by small hotels. In this system, all the documents including the guest
folio, arrival notification slips, C form (to be filled in by foreigners) are prepared and
distributed manually. The accuracy shall depend upon the guest’s legible and accurate
completion of the card. This is a rather slow and time consuming method and is prone to
errors hence not suitable for large hotels.

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2. Semiautomatic System

All those hotels which do not operate on computer and are either medium or large in sizeuse
this method. Office machinery such as typewriter and various clerical equipments, racks and
filling rack etc are used in this method.

3. Automatic System

Automatic systems use computers. They are very efficient, accurate, and fast. It helps in
smooth and speedy check-in and the guest can simply sign in the registration documents
generated by the computer.

4. Express Check-in System

In some fully automated hotels the arriving guest can self register himself through self
registering terminals located in the lobby. To facilitate speedy registration process, these
registration terminals of the hotel may also be located in airports, international bus terminals
and car rental agencies. This is a very fast method of registration.

14.3 ROOM STATUS

At registration, check-in clerks shall contact the housekeeping department to seek latest
information about the status of hotel rooms so that they can assign only clean and available
rooms for sale to their guests. That's why, the Front Office, Housekeeping and Reservation
Department shall maintain a high degree of collaboration between them. The front office and
housekeeping department shall continuously update the status of each single room. Below is
the typical housekeeping room status flow for any single room: Occupied On-change Clean
and Available for Sale The front office and Housekeeping Department shall frequently
reconcile and compare their updated reports (especially under the manual system) for any
possible room status discrepancy. In order to be sales minded and convince potential guests
to accept the highest priced rooms, the front office clerk shall be aware of the characteristics
of each room type, the differences within the same room category (i.e. furnishings, amenities,
and location).

14.4 ISSUING ROOM KEYS

With the issuing of room keys, the rooming process gets to an end. However, concerning
room keys, front office clerks shall respect hotel's written policies governing guestroom key
control. As an illustration, front desk agents shall only handle the room key to the guest
without announcing and / or spelling out the room number. This is a vital requirement to
protect and ensure guest safety and privacy. After guest is handed over his / her room key,
front office clerks shall offer bellboy assistance

14.5 FULFILLING SPECIAL REQUESTS

Front Office Department shall watch for special requests by guests and try promptly to
satisfy them. This creates a good impression and lasting professional relationship with the
guests and increases the probability that the hotel will receive these guests for many more
times to come in the future (i.e. repeat guests). Guests' requests are usually grouped under the
following categories:
Room type
Bed type
Location
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 View
Amenities

14.6 ROOM AND RATE ASSIGNMENT

The hotel shall identify the room preference of the guest and allocate an available room from
the existing specific room category (i.e. type & rate). That's why, under semi and fully
automated systems, reservation and check-in clerks shall be sales minded while negotiating
room and rate assignment with guests. This fact applies for registration clerks under the
manual system as well. Moreover, while assigning rooms, check-in clerks shall keep an eye
on hotel's reservation commitments and not assign a room to a guest, while that very room is
pre-assigned to some other guests for the same period of time.

14.6.1 Room Rates

While pricing rooms, the hotel shall keep in mind that rate should be between a minimum
(determined by cost structure) and a maximum (determined by competition structure)
boundary as depicted below:

Minimum (Hurdle Rate) < Room Rate < Maximum (Rack Rate)
Cost Structure < Room Rate < Competition Structure

Rack rate: The price a hotel charges for a room before any discount has been taken into
account. The published rate for a room sometimes set artificially high in order to
accommodate and used to calculate a variety of discounts. Front office department shall
finalize room rates with guests during the registration process. Moreover, rack rates shall
only be applicable for walk-ins especially during the high season. Lastly,
room rates might be affected by:
a) Seasonality
b) Service level
c) Room location
d) Type of Guest and / or usage (eg. commercial, corporate, complementary, group,
family, day, and package-plan etc.).

14.6.2 Methods of Payment

Guests, at the registration stage, shall communicate or confirm their intended method of
payment. Below are the common methods of payments accepted by hotels:

1. Cash
Guests intending to settle their accounts by cash shall have no in-house charge privileges
and, hence, all their purchases should be paid in advance (i.e. PIA status), which means that
as guests purchase any kind of service or product, they shall pay for it immediately. In
accordance to cash payment, registration clerks shall prepare lists of PIA guests and
communicate them to all Point of Sales outlets. On the other hand, paying immediately might
not suit some guests (even though intending to settle their accounts by cash), that's why
hotels might give guest charge privileges, on condition that they provide an imprint of a valid
card or an approved direct billing privilege at registration.

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2. Personal Cheques
Very few hotels still accept personal cheques as a method of payment due to the high
probability of fraud associated with this method. In fact, in order to accept personal cheques,
most hotels necessitate that these cheques be supported by a credit card with a cheque-
cashing guarantee, that the amount to be cashed against cheques shall be within the hotel’s
established limit, and preferably accept personal cheques only during standard business hours
where banks are open. If personal cheques are to be accepted, front office personnel shall
imprint the credit card on the backside of the guest personal cheque and record the Guest ID
card or driving license certificate along with the guest’s address and telephone number on the
face of the cheque.

3. Credit Cards
Nowadays almost all the mid-sized and large hotels have credit card machines. Credit cards
have become a preferable method of payment for guests and hotels. The guest credit card is
swiped on the spot and the amount credited to the hotel’s account.

4. Direct Billing
Some guests (especially VIP) do not prefer to wait at checkout queues like other guests
before departure. They, rather, prefer, only to sign their guest folios, go to their homes, and
later receive a certain invoice detailing their charges while they were staying at the hotel to
be settled by payment to hotel bank accounts. In order to satisfy the needs of this category of
guests, hotels created the direct billing process. To be eligible for a direct billing privilege,
guests shall at pre-arrival stage or maximum at the arrival stage fill a hotel credit application
form along with the provision of an imprint of a valid credit card. This form is sent to the
Front Office Manager or Rooms Division Manager for approval.

5. Special Programs
Special programs are any form of vouchers, coupons, or any special incentive awards
received from businesses, airline companies etc.

CHECK YOUR PROGRESS

1. What is registration?
2. What are the steps involved in registration?
3. What are the information generally collected from the guests?
4. What are self-registering terminals?
5. What are the factors that affect the room rates?

14.7 LET US SUM UP

Registration is a mandatory requirement that all guests. The guests provide personal and
financial information by filling-in the form and / or answering the questions. The information
collected is recorded in a register or computer for providing better service to the
guests. The registration process involves several steps which include collection of
information, assigning right room, providing billing information, sale of rooms and
completion of check-in. A typical registration record includes guest name and surname, guest
address and telephone number, company affiliation (if applicable), expected arrival date,
planned departure date or length of stay, required room rate, required room type, room
number, method of payment, special requests (if any) and signature of the guest. Three
methods are used for registration by hotels, viz. Bound book, loose leaf register and
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individual registration. These registrations include manual system, semi-automatic system,
automatic system and express check-in system. Front Office Department finalize room rates
with guests during the registration process. The room rates might be based on seasonality, s
ervice level, room location and type of guest and / or usage. The common methods of
payments accepted by hotels are cash, cheques, credit card, direct billing and special
programs. With the issuing of room key, the registration process gets to an end. The Front
Office Department shall watch for special requests by guests and try promptly to satisfy
them. Guests' requests are usually grouped under categories such as room type, bed type,
location, view and amenities.
14.8 LESSON END ACTIVITY
1. Visit a hotel and take a note of their registration process.
2. Prepare a proforma for the collection of information from the guest.

14.9 KEY WORDS

Registration The act of registering. An entry in a register
Hospitality Cordial and generous reception of or disposition toward guests
Creditable Worthy of trust
Complementary Forming or serving as a complement
Cheque A cheque is a negotiable instrument instructing a financial institution to
pay a specific amount of a specific currency from a specific account
held in the depositor's name with that institution.

14.10 QUESTIONS FOR DISCUSSION

1. Enumerate the registration process.
2. What are the methods through which payments can be made in a hotel?
3. How will you fulfill the special requests of the guests?
4. Explain the merits and de-merits of self-registration terminals.
5. Give a report on the manual and computerized registration process.

CHECK YOUR PROGRESS - ANSWER

1. Registration is the process of collection and recording of personal and financial

information of the guests for providing the required service to the guests.

2. The registration process involves several steps which include collection of information,
assigning right room, providing billing information, sale of rooms and completion of
check in.

3. Informations such as guest name and surname, address and telephone number, company
affiliation (if applicable), expected arrival date, planned departure date or length of stay,
required room rate, required room type, room number, method of payment, special
requests (if any) and signature are collected from the guest.

4. In some fully automated hotels the arriving guest can register himself through the self-
registering terminals located in the lobby. To facilitate speedy registration process these
terminals are sometime located in airports, bus terminals and car rental agencies.
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5. The factors that affect the room rates are season, service level, room location and type of
land / or usage.

14.11 REFERENCES
1. James A. Bardi (2002), Hotel Front Office Management, Wiley.
2. Ahmed Ismail (2002), Front office operations and management, Thomson Delmar
Learning.
3. Michael L. Kasavana and Richard M. Brooks (2005), Managing Front Office Operations,
Educational Institute of American Hotel & Motel.
4. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. & Co. (Publishers) Ltd.

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 LESSON 15

GUEST ACCOUNTING

CONTENTS

15.0 Aims and Objectives

15.1 Introduction
15.2 Guest Accounting
15.2.1 Guest Bill
15.2.2 Guest Bill Communication Methods
15.3 Process of Guest Accounting
15.3.1 Types of Financial Transaction
15.3.2 Preparing of Documents
15.3.3 Checking and Ensuring Accuracy
15.3.4 Settlement of Account
15.4 Credit Control
15.4.1 Objectives of Credit Control Measures
15.4.2 Common Causes for Unpaid Account Balance
15.5 Cash Control
15.6 Let Us Sum Up
15.7 Lesson End Activity
15.8 Key Words
15.9 Questions for Discussion
15.10 References

15.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Guest billing and billing methods
Processing of guest account
Credit control and cash control.

15.1 INTRODUCTION
The hotels profitability not only relies on efficient room selling, professional attitude and
standard of services provided to its guest but also mainly o n the accurate guest accounting
system and procedures followed. It is the responsibility of front office to prepare the guest’s
bill, present it, and ensure that it is paid. This involves a lot of record keeping, for a guest
may incur a large number of separate charges during his stay, from the cost of room and
various meals through to telephone, laundry and entertainment. The process is complicated
by the fact that the hotel industry traditionally gives a guest credit facilities during his stay.
The amounts involved can be quite substantial: a room for one night coupled with an
evening’s business meeting entertaining company staff in a top class city centre hotel can
amount to several hundred rupees. In contrast to many other businesses, this credit often may
have to be extended to relative unknowns at short notice.

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15.2 GUEST ACCOUNTING
An account is a record of a business transaction and on this document financial data are
recorded and summarized. The term guest accounting from hotel point of view means
knowledge of what is to be received from the guest and what is paid by the guest. To have
updated information of the same, it is important that at all times during the guest cycle, an
efficient system is used. Various systems such as manual, semi-automatic or fully automatic
system may be used depending upon the size and type of the hotel. The objective of the guest
accounting procedures is as follows:
To maintain accurate and up-to-date guest accounts.
To ensure that payment is received promptly and in full.
To provide management with accurate and up-to-date financial reports.

15.2.1 Guest Bill

The guest bill is updated immediately as it is received from the various departments / sales
outlets. It is very important to maintain and record all upto the minute details of the accounts
of the guest. A person who checks into a hotel is usually entitled to credit facilities for his
purchases of accommodation, food and beverages, telephone and other facilities. The
following picture shows the sources of guest bill.

Figure 15.1 Information Flow for Guest Bill

15.2.2 Guest Bill Communication Methods

Speed and accuracy in preparing and maintaining of guest account is very important so as to
avoid any late charges. This is possible only when there is very effective communication
system between the billing section and sales outlet. Depending upon the type of hotel the
communication methods can be:

1. Manual
In small hotels, a bell boy or a waiter or a person from the department where sale has taken
place rushes to the billing counter for entry into the guest folio.

2. Mechanical
Some medium or large sized hotels have pneumatic tubes (pressure suction tubes) for
sending signed vouchers of the guest from the department or outlet selling the service or
commodity to the billing counter.

3. Fully Automatic System

From the point of sale terminal (POS) the entry is made to the centralized computer server
where the guest folio is updated and stored. This method is very efficient and convenient and
is widely used today in almost all the medium sized and large hotels.

15.3 PROCESS OF GUEST ACCOUNTING

The process of guest accounting is based on the following concepts:
1. Financial transaction, creation and maintenance of accurate accounting details.
2. Making of necessary documents and recording of transaction on relevant documents.

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 3. Ensuring internal control, checking and establishing the accuracy of the recorded
transaction.
4. Settlement of the accounts, which may be by cash or credit payment.

15.3.1 Types of Financial Transaction

Financial transactions are generally of three types:

1. Accounts Receivable
When a guest goes to the bar or restaurant (and consumes drinks or food) or avails laundry
facilities, or makes telephone calls, etc, and does not pay cash but signs a voucher (an
undertaking that he agrees to the specified amount and shall pay later) and also the room
charges etc. are all examples of financial transaction where amount is to be received by the
hotel from the guest (guest has to pay) and these are called 'accounts receivable for the hotel.
Any 'returned checks and charge backs' (may be his previous skipper account) etc. are also
examples of the same.

2. Accounts Payable
These are those transactions where the guest pays to the hotel against his outstanding; for
example, he pays against his bill amount in part or full. Also this type of transaction would
include any allowances or discount given by the hotel to guest and a transfer amount, etc.
Such transactions are not very common usually. Such financial transactions will reduce the
outstanding balance to be paid by the guest.

3. Cash Transaction
Cash Transaction means that the guest pays cash to the hotel. For example, when a guest
goes to a bar or restaurant and is served with drinks or food and then presented a check for
the same, he pays cash for that check. Such transactions neither increase nor decrease the
guest's outstanding balance.

15.3.2 Preparing of Documents

Documents are those where the financial transactions of the guests are recorded, as it is
humanly not possible to always remember all the transactions made by all the guests. Various
documents are generated during the process of guest accounting. The types of documents
generated also depend upon the system used, but some documents will always be there no
matter whatever system is followed.

1. Vouchers
Vouchers are also called checks. A document to detail transactions at point of sales and
meant to transmit transactional information to front office of guest charges which need
posting. When a guest consumes some services / facilities / goods of the hotel from any of its
departments or sections, the concerned department prepares the voucher. This is a support
document of the financial transaction. When the guest signs the voucher / check for the
amount of goods / services consumed by him the voucher is sent to the front office bill clerk
to be posted to the guest account card / guest folio. Commonly used vouchers in hotels are
cash voucher, charge voucher, transfer voucher, allowance voucher, check out voucher,
credit card vouchers, paid out vouchers, etc.

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2. Folios
A folio is a document which is initiated at the time of arrival of the guest normally and all
guest transactions are recorded on it, which increase or decrease the balance of account. This
is also called as 'guest accounts card' and is prepared for every guest and room. In some
hotels, it is also called guest weekly bill. All accounts receivable, payable and paid out
transactions are entered in this document. The information about the value, time and date and
the place of financial transaction is communicated by the concerned section / department
through signed voucher / check). Following are the different types of folios that are used by
the hotels.
Individual guest account card or folio: Maintained to record transaction made by
individual or independent guest with the hotel. Also called as Guest Folio.
Group folio: One folio for the whole group and this folio is required for recording all the
transactions made by the group (which are part of the package of the group). This is also
called as 'Master Folio'.
Semi-permanent or Non-guest folio: In this folio the credit financial transaction made by
non-resident guests with the hotel are recorded. Also known as 'city account card' or
'non-resident guest account card'.
Employee folio: As the name suggests the financial transactions (if any) made by the
employees are recorded in this folio. These folios help in calculating incentives to the
employees.
Permanent / Companies / Airlines / Agents folio: Separate folios are maintained for all
the companies, agencies and organizations with whom the hotel has permanent billing
arrangements.

3. Postings
Posting is the process of recording transaction on the folio. Posting will result in a new
balance of account. The posting may be done by hand writing method (manually) by
machine such as NCR (semi automatic system) or through computers (fully automatic
system).

4. VTL VTL
(Visitors' Tabular Ledger) is also called the 'tab' by some hotels. It is another document used
in small hotels. It shows debits and credits activities of the guest account.

5. Account Aging Report

A document telling and supervising the receivable account from the guest which have aged
over a specific period of time. Account aging refers to the method(s) of tracking past due
accounts based on the dates the charges were incurred. To illustrate, credit card payment
accounts usually have ages of maximum one month. However, some other non-guest
accounts (eg. late charges, disputed bills, bad cheques and skippers accounts) might have
ages measured in months, and even years. Below, is the terminology associated with each
account age:
Less than 30 days Current Accounts
30 to 90 days Overdue Accounts
Older than 90 days Delinquent Accounts

6. Sales Journals
A document which records cash sales of a department

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7. Cash Receipts
A document issued by the cashier to the guest when the cashier receives payment from the
guest and then entered in cash register receipt ledger

15.3.3 Checking and Ensuring Accuracy

This stage of accounting process is also called as 'auditing'. Usually auditing is done during
the night by Night Auditor when the business is relatively slow and hence the process is
called Night Auditing. This stage of the process is important to ensure the accuracy of
accounts balance so that if there is any discrepancy between outstanding folio balances and
departmental balances then the same may be sorted out without any delay. For an account to
be correct it is important that the total outstanding guest balance should be equal to the sum
of respective department's charged sale.

15.3.4 Settlement of Account

It is a very important phase of guest accounting process. This phase is involved in a major
activity of 'zeroing out' the folio balance i.e. the outstanding debit balance is neutralized by
the settlement of credit balance. The settlement can be either by cash payment by the guest or
by credit card charge or by transferring the account to company account. In the last two
cases, the balance account is transferred to city ledger account.

15.4 CREDIT CONTROL

The term credit control refers to the various measures taken by a hotel to ensure that guests
settle their account in full either themselves or someone else on their behalf (which may be
credit card company, an airlines, a corporate office or any other agency or person) and does
that within a specified period of time. Various steps that will help in credit control are to be
taken at various stages, by various personnel of the hotel.

15.4.1 Objectives of Credit Control Measures

i) To avoid and prevent loss due to walk-outs. Here the term walk-out include all those guests
who knowingly or unknowingly or by mistake leave the hotel without paying/ settling their
bills.

ii) To reduce the problems of inconvenience which the cashier (who will not have
verification of bills), the house keeper (who won't know the room status) and the
management (who may decide to start legal proceeding) etc. will face because of a walk-out
guest.

iii) To prevent late settlement of guests accounts. The delay in payment can cause cashflow
problems for the hotel and if there are many such cases the hotel may find itself in difficult
situation to operate, and bad debts may increase.

iv) To avoid guest dissatisfaction, embarrassment and annoyance at the check out time when
all of a sudden a departure guest is informed that the hotel does not accept any particular
company's credit and or that the hotel does not accept that particular currency in which he

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wishes to pay or his total bill is above the credit limit of the credit card company and the
company refuses to approve a higher limit.

15.4.2 Common Causes for Unpaid Account Balance

i) Guest is not explained clearly as to which credit cards are accepted and that which are the
acceptable currencies, and if the bill exceeds the credit limit then he will have to pay the
balance in cash.

ii) Communication gap between credit department and cashier- for example failure of the
credit department in timely communication to cashier that the bill amount of guest has
exceeded the limit.
iii) Negligence and carelessness for example ignoring to look at the black list. To avoid such
problems, it is important that the guests are given clear instructions at the time of check-in,
timely notification of the exceeding of credit limit, reference to black list frequently, and
making sure that the guests who come with company credit facility and other such credit
facilities such as airlines, and travel agents etc, understand that they have to sign their billing
statement, before leaving the hotel at checkout time, and finally it is important that all the
concerned departments and sections etc must follow the credit policy of the hotel very
strictly and religiously.

15.5 CASH CONTROL

Like credit control cash control in a hotel is also of great importance. Cash control involves
that all the transactions which the guest makes in cash with various sales sections of the hotel
are recorded immediately and cash collected. All the cash is kept properly under lock and
key and under the supervision of cashier. The petty cash is also controlled and a proper check
on that is made since hotels don't encourage credit sales, and for proper cash sales, the cash
control becomes all the more important for a hotel. Usually cash sales should be encouraged
at areas such as health club, swimming pool and car parking etc. Payment in hard currency,
traveler’s cheques and bank drafts are considered to be cash sales. Whenever a guest pays
cash it is mandatory for the cashier to make cash receipt and hand it over to the guest. The
cash collected every day must be sent to the bank for deposit.

CHECK YOUR PROGRESS

1. Define guest accounting.
2. What are the objectives of guest accounting.
3. How will you communicate about the bill to the guest?
4. What are the documents that are associated with the guest accounting?
5. What is credit control?

15.6 LET US SUM UP

Guest accounting means what is the amount that need to be received and what is the amount
paid by the guest. To have updated information of accounts, it is important to have an
efficient system of amount collection from the guests. Systems such as manual,
semiautomatic or fully automatic system may be adopted depending upon the size and type
of the hotel. The objective of the guest accounting procedures is to maintain accurate and up-
to-date guest accounts, to ensure that payment is received promptly and in full and to provide
management with accurate and up-to-date financial reports. Depending upon the size of the
hotel, the communication methods for billing can be of type manual, mechanical or fully
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automated. The process of guest accounting is based on the financial transaction, creation
and maintenance of accurate accounting details, making of necessary documents and
recording of transaction on relevant documents, ensuring internal control, checking and
establishing the accuracy of the recorded transaction and settlement of the accounts, which
may be by cash payment or credit payment. Financial transactions are generally of three
types, viz. accounts receivable, accounts payable and cash transaction. Documents associated
with financial transactions include vouchers, folios, postings, visitors' tabular ledger, account
ageing report, sales journal and cash receipts. Credit and cash control in a hotel is also of
great importance for a smooth functioning of a hotel.

15.7 LESSON END ACTIVITY

1. Visit a hotel and take a note on their guest accounting procedures.
2. Visit another hotel and take a note on their credit control and cash control policy.

15.8 KEY WORDS

Billing The procedure of preparing a financial statement. The act of requesting
payment for money owed
Credit The positive balance or amount remaining in a person's account
Accounting The bookkeeping methods involved in making a financial record of business
transactions and in the preparation of statements concerning the assets,
liabilities, and operating results of a business
Voucher A written record of expenditure, disbursement, or completed transaction
Posting The act of transferring an account, as from the journal to the ledger
Ledger A book to which the record of accounts is transferred as final entry from
original postings
Auditing An examination of records or financial accounts to check their accuracy

15.9 QUESTIONS FOR DISCUSSION

1. What is meant by credit control? What are the objectives of credit control measures?
2. How accounts are classified according to periods of outstanding?
3. What are the different types of folios used at the front office?
4. What is guest accounting? Explain the process of guest accounting.

CHECK YOUR PROGRESS - ANSWER

1. The term guest accounting from hotel point of view means knowledge of what is to be
received from the guest and what is paid for by the guest.

2. The objective of the guest accounting is to maintain accurate and up-to-date guest
accounts, to ensure that payment is received promptly and in full and to to provide
management with accurate and up-to-date financial reports.

3. The communication methods for billing can be of type manual, mechanical or fully
automated.

4. Documents associated with financial transactions include vouchers, folios, postings,

visitors' tabular ledger, account ageing report, sales journal and cash receipts.
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5. The term credit control refers to the various measures taken by a hotel to ensure that guests
settle their account in full either themselves or someone else on their behalf (which may be
credit card company, an airlines, a corporate office or any other agency or person) within a
specified period of time.

15.10 REFERENCES
1. Ahmed, M.N, Hotel Accounting, Anmol Publications Pvt. Ltd.
2. Peter Abbott, Sue Lewry (1999), Front Office: Procedures, Social Skills, Yield and
Management, Butterworth-Heinemann.
3. Michael L. Kasavana and Richard M. Brooks (2005), Managing Front Office Operations,
Educational Institute of American Hotel & Motel.
4. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. & Co. (Publishers) Ltd.

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 LESSON 16

SAFETY AND SECURITY

CONTENTS
16.0 Aims and Objectives
16.1 Introduction
16.2 Security System
16.2.1 Safety and Security Measures
16.3 Types of Security
16.3.1 Physical Aspects
16.3.2 Security Aspects of Persons
16.3.3 Security Aspects of Systems
16.4 Handling Security Threats
16.5 Let Us Sum Up
16.6 Lesson End Activity
16.7 Key Words
16.8 Questions for Discussion
16.9 References

16.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and show
an understanding of the following:
Safety and security,
Security system and types and
Methods for handling security threats.

16.1 INTRODUCTION
Security has always been a concern for hotels worldwide. Security of guest and his property
and the hotel property as well is of great concern for the hotel. In India very few cases
(hardly any) have been filed in the civil court asking for compensation for alleged security
deficiencies whereas in the U.S. hundreds of cases of negligence leading to law suits for
large sums (thousands of dollars) are filed. A hotel would always prefer to have an out-of-
court settlement to not only avoid money and time wastage but also to keep itself from
controversy and save its reputation. At any reasonable cost, the hotel management would
want the complaint withdrawn.

16.2 SECURITY SYSTEM

The hotel should have a proper security system to protect the human beings (guests and the
staffs), physical resources and assets (buildings, equipments, appliances) and also the
belongings of the guests i.e. his luggage and property and sometimes even pets. There are
two types of security threats hotels should be concerned with:
1. Threats that might affect a guest’s health, comfort or wellbeing.
2. Threats that affect the hotel directly, in particular its fixtures and fittings, its revenue and
its reputation. Therefore, it is important for the hotel management to select reputable and
reliable system and agency or agencies which will provide protection against all such
threats which will create problem for the hotel.

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16.2.1 Safety and Security Measures
1. Resident card (identity card) has to be provided to the employees and insisted to use them
regularly at all times during work.
2. Key control system should be employed. Bellboy errand card should be instituted.
3. Maintain record of master key used by staff.
4. Housekeeper’s occupancy report to be made regularly. Proper procedure of checking keys
in rack should be followed.
5. Double lock system, magic eye and a door chain system to be installed.
6. Proper “left luggage system” to be followed.
7. Safety lockers for guest valuables should be provided.
8. Smoke detectors to be installed.
9. Install modern and efficient fire fighting system.
10. Proper regular maintenance of equipment, appliances and building should be carried out.
11. Install close circuit camera at parking and other strategic areas in the hotel.
12. Fire escape route must be designed and highlighted.
13. Frequent patrolling by the security staff must be made.
14. Security frisking (body check) if needed (without offending the guest).
15. Heavy drapes to be drawn during night on windows and exposed glass panels to cut out
external light.
16. Computer and data processing security installed (for Safe guarding of computer
information, so that it does not reach the competitors and protection against virus
in the programme.)
17. Preferably use computerized magnetic keys or room keys.
18. Employ a house detective.

16.3 TYPES OF SECURITY

Security can be classified under following aspects:
1. Physical aspects
2. Security of persons (guest and staff)
3. Security of systems

16.3.1 Physical Aspects

Physical aspects of security can further be sub-divided into two parts:
(i) internal and
(ii) external.

Internal Security:
Against theft (close circuit camera and burglars’ alarms).
Fire security (smoke detectors, fire alarm, water sprinklers, fire extinguishers).
Proper lighting of corridors, fire escape, basement and other areas).
Safeguarding assets (proper inventory, regular physical checks, etc.)
Keeping track of unwanted guests.

External Security:
Proper lighting of boundary and outside of the building.
Proper fencing of the building.
Fencing of pool area to avoid accidents at night.
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 Planting of shrubbery can also help in restricting perimeter access into the properly.
Avoid poisonous and thorny bushes, barbed wire and electric fencing.
Manning of service gates to restrict entry.
Fixing of closed circuit T.V. cameras.
16.3.2 Security Aspects of Persons
Security aspects of persons can further be subdivided into two parts:
(i) staff and
(ii) guests.

Staff:
A fourteen points effective programme for staffs is suggested as follows:
i) Rigorous recruitment and selection procedure: References checked, properly screened
etc.
ii) Identification of staff: Issue identity badges and use distinct uniform for easy
identification.
iii) Key control: Maid should carry the key in her possession and issuance and return
should be properly recorded.
iv) Red tag system: Proper system for hotel property being taken out.
v) Training: Proper training to employees to note unusual things, safety drills and fire
fighting skills.
vi) Adherence to management policy of security: An employee disregarding company
policy should not be confirmed.
vii) Trash handling: Trash should be checked to see if employees are smuggling out things
out of hotel with trash.
viii) Employees’ parking: Proper checking of employees’ vehicles at the time of going off
duty. If possible it should be isolated from the main parking/ guest parking.
ix) Locker inspection: From time to time surprise checking of staff lockers.
x) Inventory records of linen, stores and other items.
xi) Bring in experts (snoops): Hire an outsider, bring him as a guest to check and report
about the culprit staffs.
xii) Security consciousness: Guest should be told to be careful about his property.
xiii) Entrust employees: Employees should be asked to report about suspected persons -
guests with scanty baggage etc.
xiv) Set example: Management should follow these rules and should encourage employees
to follow the same.

Guests:
i) A guest suspected of taking away hotel property should be charged on the bill. Not
many guests will protest if told they are being charged for souvenirs.
ii) Scanty baggage guest should be carefully watched.
iii) Rooms should not be opened for guests coming and saying that they have left their
keys inside unless their identity is established.
iv) Personal belongings of guest may be stolen, guest may be subjected to criminal
assault, etc
v) Employee should be instructed not to divulge information about guests to outsiders.
vi) Any suspicious person roaming in corridor must be immediately reported.
vii) Housekeeping staff should ensure never to leave keys lying exposed on unattended
carts in corridors
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16.3.3 Security Aspect of Systems
Security aspect of systems in hotel is equally important to physical and persons’ security.
The objective of such security is to safeguard the assets of the hotel. Systems, procedures and
the policies followed properly shall safeguard the assets and shall increase the life span of
equipment.
i) Record all losses and missing items immediately.
ii) Inventory control should be proper.
iii) Auditing should be done on regular basis.
iv) Proper system for cash receipts and disbursements should be created and followed.

16.4 HANDLING SECURITY THREATS

1) Protecting Guests from Fire
One of the major threats is that of fire. Although we have not had loss of life in hotels in
India (perhaps as a result of our methods of construction and the absence of wall to wall
carpeting) hotels here are also bound by law to take necessary fire safety precautions.

Figure 16.1 Fire Alarm System

A front office manager is duty bound to ensure that he is satisfied with a hotel’s:
fire detection systems
fire containment provisions
escape procedures
fire-fighting equipment

2) Terrorist Threats
There is little, if anything, a front office manager and his staff may do if there is some kind of
threat from terrorist attack. However,bomb threats are received by someone at the front line –
a telephonist or a front office clerk - and a procedure must be in place to ensure that all the
information that can be gathered about the nature of the threat is recorded thoroughly
investigated.

3) Threats to Privacy
It is the duty of front office to protect the privacy of its guests even and perhaps especially if
they are in the public eye. However, it is not only the privacy of VIP guests that must be
respected but also every one of our guests is entitled to his or her own privacy. Steps must be
taken to ensure that information about our guests is not divulged to outsiders. Giving room
numbers to individuals other than the persons being accommodated in those rooms is
unethical and should be avoided at all costs.

4) Threats to Guests’ Property

Although the hotelier’s liability is limited, it is in the interests of protecting the reputation of
the hotel to ensure the safety of its guests and their property – if anything to protect the
reputation of the hotel. If the hotel is in an unsafe area, or in an area frequented by
unscrupulous characters, guests should be made aware of this, especially if they intend to
venture out of the hotel at night.

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5) Confidence Tricksters or Conmen
There is very little a hotel can do if a confidence trickster makes his way into a guest’s “life”.
These types of people often settle their own room accounts and are simply guests from a
hotel point of view. However, when the identity of a conman is known the hotel is ethically
bound to blacklist him and refuse him accommodation in the hotel, perhaps even inform the
police as a community service gesture.

6) Misbehaving Guests
Guests themselves may also threaten each other’s enjoyment. If a traveller turns up in a
drunken state asking for a room a hotel is entitled to refuse him on the grounds that he is not
in a fit state to be received. This is true even if he already has a booking / reservation, as he
has broken one of the implied conditions of the contract. Similarly if the guest misbehaves
throughout his stay the hotel is not obliged to let him stay. When guests complain about
being kept awake by a noisy couple or a drunkard next door, it is not good enough to tell a
disturbed guest that “nothing can be done about that.” One must employ considerable tact in
dealing with such situations and settle problems satisfactorily.

7) Protecting Staff
Staff should be able to work in a harmonious and secure environment. In this sense, all
measures taken to protect guests will provide further security for employees. Some guests are
unscrupulous and although it is highly unlikely that guests will rob staff property some
guests may make the integrity of the staff questionable. Unfortunately this may happen to
female staff who refuse sexual advances from guests. It is in the interest of the hotel to
protect its staff by ensuring that the integrity of employees is safeguarded and it would be
unwise for a manager to immediately accept the guest’s complaint without hearing the
employee’s version of events.

8) Theft from Hotel

It is unfortunate that even the wealthiest of guests may have a propensity to pilfer a hotel’s
property as a souvenir. This normally happens at check out when a guest leaves the hotel
with a variety of items – virtually anything that is not securely fastened down: soap, towels,
mats, sheets, blankets, coathangers, lamps, trouser presses, electric kettles, TV sets and even
plumbing fixtures.

9) Walk-outs, Skippers or Runners

There are a number of guests who leave without paying bills. These guests can generally be
divided into three groups:
The ‘accidentals’ - these are guests who simply forget to pay, often their extras
bills. Most of these guests do not intend to leave the hotel without paying – they
simply believe their account is being settled by someone else. When contacted
these guests pay their bill immediately and are highly embarrassed. The hotel
should deal with them tactfully and courteously.

‘Opportunists’. These guests check in with the intention of paying their bill on
departure, but when they realise that they can get away with not paying their bill
(or simply a transaction that should have found itself on their bill – eg. last minute
breakfast or minibar consumption) they make a run for it.

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 ‘Premeditators’. These are guests who, from the start, have the intention of leaving
the hotel without paying. Some of these guests go into considerable lengths in
order to avoid paying. These guests generally stay for short periods and will move
to other hotels as soon as payment is demanded. Experienced room staff can often
detect premeditated walkouts.

10) Immorality
An immoral contract, under our law, is void. A contract must be based on a lawful
consideration (Section 966 of the Civil Code) – if it is not, then it may not be enforceable in a
court of law. It is in the interest of a hotel to discourage prostitution, not only because the
hotel has a reputation to protect but also because prostitution may bring about a number of
difficulties. Similarly a hotel must ensure that other illegal practices, such as illegal
gambling, are not conducted on its premises.

CHECK YOUR PROGRESS

1. What are the types of threats that a hotel generally face with?
2. How will you classify the security?
3. What are the things that need to be taken care for the protection of a hotel from fire?

16.5 LET US SUM UP

Security of guest and their property is of great concern for the hotel. The hotel should have
proper security system to protect the guests and the staffs, buildings, equipments, appliances
and also the belongings of the guests such as luggage, vehicle and sometimes pets. There are
two types of security threats hotels are concerned with, viz. threats that might affect a guest’s
health, comfort or well being, and threats that affect the hotel directly, in particular its
fixtures and fittings, its revenue and its reputation. Therefore, it is important for the hotel
management to select a reputable and reliable that system and agency or agencies which will
provide adequate protection against all such threats which will create problem for the hotel.
Security can be classified under physical aspects, security of persons (guest and staff) and
security of systems. The physical aspects o f security can further be subdivided into internal
and external. Security aspects of persons can further be subdivided into staff and guests.
Security aspect of systems in hotel is equally important to physical and persons’ security.
The objective of such security is to safeguard the assets of the hotel. One of the major threats
is that of fire. The Front Office Manager must always have a watch on the fire detection
systems, fire containment provisions, escape procedures and fire-fighting equipment of the
hotel. Apart form the above, the hotel must provide safety and security from terrorist attacks,
threats on privacy, threats on guests’ property, confidence tricksters or conmen, misbehaving
guests / staffs, theft, skippers or runners and immoral activities.

16.6 LESSON END ACTIVITY

1. Imagine you are the unlucky Receptionist at a hotel in Mumbai. How would you respond
to requests for accommodation from these ‘chance’ guests?
A person suffering from a potentially dangerous infectious disease.
A minor
A vagrant in ragged, dirty and possibly verminous clothing
A person who is drunk
A couple who does not appear to be married
A person who insists on being accompanied by a large and aggressive dog.
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16.7 KEY WORDS
Security Physical safeguards to insure safety to people and properties
Complaint A formal charge, made under oath, of a crime or other such offense
Appliances A device or instrument designed to perform a specific function, especially an
electrical device, such as a toaster, for household use
Patrolling The act of moving about an area especially by an authorized and trained person
or group, for purposes of observation, inspection, or security
Frisking To search (a person) for something concealed, especially a weapon, by passing
the hands quickly over clothes or through pockets
Alarm An electrical, electronic, or mechanical device that serves to warn of danger by
means of a sound or signal
Shrubbery A row or border of short statured shrubs, allowed to grow naturally
Trickster A person who cheats
Conman A swindler who victim defrauds after gaining his or her confidence.

16.8 QUESTIONS FOR DISCUSSION

1. What is the need of having a security system in hotels?
2. What are the types of security?
3. What are the methods through which security threats can be handled?

CHECK YOUR PROGRESS - ANSWER

1. The hotels are concerned with the threats such as threats that might affect a guest’s health,
comfort or wellbeing and threats that affect the hotel directly, in particular its fixtures and
fittings, its revenue and its reputation.
2. Security can be classified under physical aspects, security of persons (guest and staff) and
security of systems.
3. The following has to be ensured to protect the hotel from fire accident:
i) fire detection systems
ii) fire containment provisions
iii) escape procedures
iv) fire-fighting equipment.

16.9 REFERENCES
1. Abbott P. and Lewry S. (1991), Front Office: Procedures, social skills and management,
Butterworth Heinemann.
2. Go et al (1996), Human Resource Management in the Hospitality Industry, Wiley.
3. Kasavana M. and Brooks R. ( 1995), Managing Front Office Operations Fourth Edition,
Educational Institute.

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