International Institute of Hotel Management

INTERNATIONAL INSTITUTE OF HOTEL MANAGEMENT
AHMEDABAD . BANGALORE . BANGKOK . DELHI . HYDERABAD . KOLKATA .

PUNE
STUDENTS JOURNAL
ACCOMMODATION OPERATION
YEAR ONE
NAME : NITANT JOSHI
ROLL NO : IIHM20BLR112
COURSE : Accommodation Operation
SUBJECT: Housekeeping
YEAR : 2020-23
CERTIFICATE
This is to certify that Mr/ Ms
______________________________________________ Roll No.
_________________________ Section: ________________________________
Accommodation Operations Practical Group:
_______________________________________________ has completed his/her
Accommodations Operations Journal for the Year _________________________ in
all respects and submitted it on time/ late to be checked and certified.
He/ She has secured _________ marks out of a maximum possible of
____________.
________________________
Signature of Faculty
Date of Clearance: _________________
Signature of Student: _______________
CERTIFICATE
This is to certify that Mr/ Ms
______________________________________________ Roll No.
_________________________ Section: ________________________________
Accommodation Operations Practical Group:
_______________________________________________ has completed his/her
Accommodations Operations Journal for the Year _________________________ in
all respects and submitted it on time/ late to be checked and certified.
He/ She has secured _________ marks out of a maximum possible of
____________.
________________________
Signature of Faculty
Date of Clearance: _________________
Signature of Student: _______________
SEMESTER 1 INDEX-THEORY
Sr. DATE TOPICS PAGE
No. NO.
1 INTRODUCTION TO HOUSEKEEPING
2 LAYOUT AND ORGANISATIONAL STRUCTURE
OF HOUSEKEEPING DEPARTMENT AND STAFFING
3 PLANNING WORK OF HOUSEKEEPING
DEPARTMENT
4 HOTEL GUEST ROOMS AND TYPES OF DIFFERENT
ROOMS
5 CLEANING AGENTS
6 CLEANING EQUIPMENTS
7 CARE AND CLEANING OF DIFFERENT SURFACES

1. INTRODUCTION TO HOUSEKEEPING
1. Meaning and Definition of Housekeeping

2. Role of housekeeping department in the hotel industry
a. Front area -Public area and Floors
b. Back area- All areas on accessible by staff only
Meaning- Housekeeping is an operational department in a

hotel, which is responsible for cleanliness, maintenance,
aesthetic upkeep of rooms, public area, back area and
surroundings. A hotel survives on the sale of room, food,
beverages and other minor services such as the laundry,
health club spa and so on.
Definition- Housekeeping is defined as the provision of a

clean, comfortable and safe environment. It is the
management and maintenance of the property and
equipment of an institution or organization, a house,
industrial or commercial institution Cleanliness, Comfort and
Safety are the essence of housekeeping.
Role of housekeeping department in the hotel industry
1. To achieve the maximum possible efficiency in ensuring

the care and comfort of guests and in the smooth
running of the department.
2. To establish a welcoming atmosphere and ensure
courteous, reliable service from all staff of the
department.
3. To ensure a high standard of cleanliness and general
upkeep in all areas for which the department is
responsible, linen in rooms, restaurants, banquet hall,
conference venues, health clubs, and so on, as well as
maintain an inventory for the same.
4. Provide uniforms for all the staff and maintain adequate
inventories for the same.
5. Providing and maintaining the floral decorations and
maintaining the landscaped areas of the hotel.
6. Provides the back-area cleaning and maintenance for
staff.
7. Coordination renovation and refurbishment of the
property as and when, in consultation with the
management and with interior designers.
8. Ensuring the training, control and supervision of all staff
attached to the department.
9. Establish a good working relationship with another
department.
10. It also ensures that safety and security regulations
are made known to all staff of the department.
11. We maintained the interdepartmental relationship
good and coordinated for a smooth working culture and
proper run in daily routine.
Glossary Terms
Draw a layout of the various sections of the Housekeeping
Department.
2. LAYOUT AND ORGANISATIONAL STRUCTURE
Explain the various sections of the Housekeeping department.

1. Housekeeping office-This is the main administrative centre for the
department. It must be an independent cabin to provide the
Housekeeper with silence to plan his work. It also provides the
housekeeper with the privacy to counsel her staff or hold departmental
meetings. It should preferably be a glass-panelled office with blinds so as
to give the housekeeper a view of what is happening outside his/her
office. The cabin should have one entrance/ exit door. The office should
be preceded by a cabin for the secretary who would control movement
into the housekeeper’s office. The room should have ample built-in
shelves, cupboards with locks to store all files.
2. Control Desk-This is the main communication centre of housekeeping
manned 24hrs a day. It is from here that all information is sent out and
received concerning the department. It is the nerve centre for
coordinating with FO, Banquets, etc. The control desk should have a
telephone & a notice board to pin up staff schedules, day to day
instructions. The control desk is a point where all staff report for duty
and check out at the duty end. It would normally adjoin the
Housekeeper’s office.
3. Housekeeping Storeroom- This will room to store bulky equipment like
floor scrubbing machines, vacuum cleaners, roll away beds and
mattresses. The room should be clean & dry. It should also be securely
locked to avoid pilferage. This is a room for storing items such as guest
supplies, cleaning agents etc
4. Linen Room-This is the room where current linen is stored for issue &
receipt. The room should be large, airy and free from heat & humidity. It
should have adequate shelves, easily accessible, to stack all linen. It
should be secure & offer no possibilities for pilferage. The linen room
should have a counter across which the exchange of linen takes place.
The room preferable should be adjoining the laundry so that the supply
of linen to & from the laundry is quick & smooth.
5. Uniform Room-This room stocks the uniform in current use. In a smaller
hotel uniform room may be combined with the linen room. A separate
uniform room may depend on the volume of uniform in circulation. The
only difference would be that the uniform room would have adequate
hanging facilities as many uniforms are best maintained when hung.
6. Tailor Room-This room is kept for in house tailors who attend to the
stitching & mending of the linen & uniform. If the house policy is to
contract out all tailoring and mending work, the tailor room could be
avoided. It should be large enough to accommodate sewing machines,
an ironing table, work table and place for items to be repaired or
stitched.
7. Laundry-This is an important section under housekeeping which is
responsible for cleaning of all fabrics used in hotels. The section should
be adjacent to the linen room so as to avoid excessive steps. Laundry
should ensure the cleanliness and drying of all guest clothes, employee
uniforms and linen to the best assured standard
8. Upholstery and Furniture yard-Upholstery and furniture yard is also an
important section of the housekeeping department with the prime
duties to maintain and replace as and when furniture or any other
replacement of furnishing is required in any room as is reported by room
attendants.
9. Flower Room-This should be an air conditioned room to keep flowers
fresh. The room should have a work table, a sink with water supply and
all necessary tools required for flower arrangement.
Draw the organizational structure of a Small Hotel
Job descriptions of the various positions in the
Housekeeping department -
1. Executive Housekeeper/Director Housekeeping-
The executive housekeeper reports to the General Manager or the
Resident Manager or the room’s division manager. He/she is responsible
for the overall cleanliness and aesthetic upkeep of the hotel. His/her
duties are:-
Organize, supervise and coordinate the work of housekeeping staff on a
day- to day basis.
 Ensure excellence in housekeeping sanitation, safety, comfort and
aesthetics for hotel guests.
 Prepare duty rosters and supervise the discipline and conduct of
her staff.
 Ensure proper communication within the department by
conducting regular meetings with the staff.
 Recruit new employees and train them for the housekeeping jobs.
 Counsel and motivate employees on various duties.
 Establish and maintain standard operating procedures for cleaning
and develop new procedures to increase efficiency of labor and
product use.
 Search and test new techniques and products in the market.
 Maintain regular inventory and checking of furniture, linen,
uniform, equipment in the hotel.
 Evaluate employee performance for promotions and transfers.
 Approval of supply requisitions for the housekeeping and to
maintain minimum stock and cost control procedures for all
materials.
 Check the reports, files, registers maintained in the department.
 Provide budget to the management and control of budgets.
2. Deputy Housekeeper-
The deputy housekeeper reports to the executive housekeeper. His/her duties
are:-
 Check and ensure that all guestrooms, public areas, back of the house
areas are clean and well maintained.
 Inspect the work done by contractors- pest control, laundry, window
cleaning, etc.
 Prepare staff schedules and duty rotas.
 Check periodical stocktaking and maintaining of stock records for linen,
uniform, equipment.
 Provide necessary information to assist the executive housekeeper in
staff evaluation, disciplining, termination and promotion.
 Develop and implement training programs within the department in
consultation with the executive housekeeper.
 Assist executive housekeeper in forecasting and budgeting for operating
and capital expenditure.
 Take charge of the housekeeping department in absence of an executive
housekeeper.
3. Assistant Manager/Housekeeping Manager-

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

servicing and repairing of guest rooms.
 Be responsible for hotel linen and check its movement and distribution
to room attendants.
 Keep an inventory of all housekeeping supplies and check it regularly.
 Provide a front office list of ready rooms for allotment to guests.
 Organize flower arrangements
 Arrange training of staff within the department
 Update records/ files/ registers etc.
 Compile the maids roster.
 Check the VIP and OOO rooms
4. Floor supervisors-
The floor supervisor reports to the assistant housekeeper. They are responsible
for the final condition of the guestrooms on the floors allocated to them.
His/her duties are:-
 Issue floor keys to room attendants

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

The public area supervisor reports to the assistant housekeeper. He/ she is
responsible for cleaning and inspection of the front of the house areas such as
entrance, lobby, guest corridors and so on. His/her duties are:-
 Ensure that all public areas and other functional areas are kept clean at
all times.
 Ensure all maintenance jobs are attended in coordination with the
maintenance department.
 Ensure all flower arrangements are placed in appropriate places in public
areas.
 Ensure banquet halls and conference halls are kept ready for functions
and conferences.
6. Night Supervisor, Evening shift supervisor-

The night supervisor reports to the assistant housekeeper. He supervises all
night staff engaged in the cleaning of public areas and guest rooms in hotels.
 Ensure all public areas are thoroughly cleaned at night when the traffic is
low.
 Plan order of work and direct staff accordingly.
 Ensure submission of room attendants reports and room status reports.
 Provide guest supplies and attend guest requests in the night like
providing water bottles, extra beds, towels etc.
 Report safety and security hazards.
7. Uniform Room supervisor-

The uniform room supervisor reports to the assistant housekeeper. He/ she is
responsible for maintenance of hotel staff uniforms. His/her duties are:-
 Responsible for providing clean, serviceable uniforms to the staff.
 Keep an inventory control of various uniforms in various stages of use
 Set budget for procurement of uniforms and materials required for
uniform
8. Linen Room Attendant-

Linen room attendants report to the linen room supervisor. His/her duties are:-
 Stacking sheets, pillowcases, towels, tablecloths, napkins in different
stacks.
 Issue clean linen on a clean- for- soiled basis.
 Place soiled linen in containers and send these to laundry.
 Examine and count each linen item when sent to the laundry and again
on return.
 Send torn articles to seamstress for repair.
 Maintain proper records of discards and determine the percentage of
discards.
9. Control Desk Supervisor-

The control desk supervisor reports to the assistant housekeeper. It is
the nerve centre of the housekeeping department and is manned 24
hours a day. His/her duties are:-
 Coordination with the front office for information on departure
rooms and handling of clean rooms.
 Receive complaints on maintenance and housekeeping.
 Maintain registers kept at the control desk.
 Receive special requests from guests.
 Maintain latest reports regarding room occupancy, VIPs, status of
rooms etc.
 Delegation of work to attendants and supervisors.
 Attend to phone calls received at control desk
 Responsible for issuing guest room keys and maintaining key
register
10.Guest Room Attendant-
Guest room attendant(GRA) reports to the floor supervisor. His/her duties are:-
 Cleans the rooms
 Change guest room and bathroom linen.
 Make guest room beds.
 Replenish guest supplies.
 Answer guest requests promptly on the floor.
 Responsible for collecting guest laundry.
 Servicing of rooms in the evening( turndown service) and also provide
second service.
 Handover lost and found articles if any found in the room
 Replenish maids cart with supplies for the next shift
 Arrange and stock the pantry with linen and supplies.
11.Tailors/Seamstress-Seamstresses design, alter, and repair articles of

clothing; some also fashion accessories such as purses and hats. Most
work in small- to mid-sized shops, but some work for fashion designers
or clothing manufacturers. Seamstresses may choose to work full or part
time, and many depend on another job to earn income. The field is ideal
for anyone with excellent sewing skills and an eye for design.
The duties and responsibilities are-
 Fit, repair and alter clothes
 Construct garments
 Measure customer
 Advice customer
 Maintaining sewing equipment
12.Gardener-
Gardeners report to the head gardener or the horticulturist. They keep
landscaped areas, lawns and gardens clean and aesthetically beautiful. His/her
duties are:-
 Dig landscaped areas and maintain them.
 Plant saplings and seeds
 Water gardens as per schedules.
 Maintain plant nursery and greenhouse.
 Prepare potted flowers and potted plants.
13.Florist-
Florists employ their own florist. Providing attractive flower arrangements
for the entire hotel is their responsibility. They report to the horticulturist.
 Collect fresh flowers from gardeners every day.
 Purchase flowers from dealers
 Prepare different flower arrangements for different areas- lobbies,
front office, restaurants, guestrooms, banquet halls etc.
 Treat cut flowers so that they last longer.
 Maintain flower arrangements by changing water, etc .
 Responsible for flower arranging equipment and equipment,
accessories etc.
 Train the assistant florist.
14.Laundry Manager-
He/she is in charge of the laundry and the Laundry Manager reports to the
Director of housekeeping. He/she is responsible for the entire functioning of
the laundry and dry cleaning unit. He /she should have good knowledge of
fabrics and chemicals and laundry machines.
Draw the organizational structure of a Medium Hotel

Job Description
1)Executive Housekeeper/Director of Housekeeping:-
The executive housekeeper reports to the General Manager or the Resident

Manager or the room’s division manager. He/she is responsible for the overall
cleanliness and aesthetic upkeep of the hotel. His/her duties are:-
Organize, supervise and coordinate the work of housekeeping staff on a day- to
day basis.
Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics
for hotel guests.
Prepare duty rosters and supervise the discipline and conduct of her staff.
Ensure proper communication within the department by conducting regular
meetings with the staff.
Recruit new employees and train them for the housekeeping jobs.
Counsel and motivate employees on various duties.
Establish and maintain standard operating procedures for cleaning and
develop new procedures to increase efficiency of labor and product use.
Search and test new techniques and products in the market.
Maintain regular inventory and checking of furniture, linen, uniform,
equipment in the hotel.
Evaluate employee performance for promotions and transfers.
Approval of supply requisitions for the housekeeping and to maintain
minimum stock and cost control procedures for all materials.
Check the reports, files, registers maintained in the department.
Provide budget to the management and control of budgets
2) Deputy Housekeeper

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

hotels, where a deputy housekeeper exists, the assistant housekeeper reports
to the deputy housekeeper. In large hotels the responsibilities of floors, public
areas are divided among assistant housekeepers. In the absence of a deputy
housekeeper, all the above-mentioned duties and responsibilities are taken
Be responsible for efficient and orderly management of cleaning, servicing and

repairing of guest rooms.
Be responsible for hotel linen and check its movement and distribution to
room attendants.
Keep an inventory of all housekeeping supplies and check it regularly.
Provide a front office list of ready rooms for allotment to guests.
Organize flower arrangements
Arrange training of staff within the department
Update records/ files/ registers etc.
Compile the maids roster.
Check the VIP and OOO rooms
4) Floor supervisor/Floor Housekeeper:-
Issue floor keys to room attendants

Supervise cleaning on the allotted floors and areas- including guestrooms,
corridors, staircases, floor pantries of the allotted floors
Inspection of cleaning in rooms and coordination of the work in floors
Supervise handling of soiled linen to laundry and requisitioning of fresh ones
from housekeeping
Report maintenance work on the floor
Supervise spring cleaning.
Coordinate with room service for tray clearance.
Maintain par stock for the respective floors.
Facilitate provision of extra services to guests such as babysitters, hot water
bottles, other guest requests.
Report any safety or security hazard to the security department.
Check on scanty baggage
Prepare housekeeping status reports.
Inform the front office about ready rooms
Ensure services offered to VIPs are of highest standards.
5) Public Area Supervisor:-
Ensure that all public areas and other functional areas are kept clean at all
times.
Ensure all maintenance jobs are attended in coordination with the
Ensure all flower arrangements are placed in appropriate places in public
areas.
Ensure banquet halls and conference halls are kept ready for functions and
conferences.
6) Night Supervisor:-
night staff engaged in the cleaning of public areas and guest rooms in hotels.
Ensure all public areas are thoroughly cleaned at night when the traffic is low.
Plan order of work and direct staff accordingly.
Ensure submission of room attendants reports and room status reports.
Provide guest supplies and attend guest requests in the night like providing
water bottles, extra beds, towels etc.
Report safety and security hazards.
7) Linen Room Supervisor/ Linen Keeper:-
The linen room supervisor reports to the assistant housekeeper. His/her duties
are:-
Responsible for entire hotels linen.
Send dirty linen from laundry after checking.
Check laundered linen before giving it for ironing.
Provide linen to the various departments
Maintain register of linen movements and check linen regularly
Supervise ironing and laundering of linen of the hotel
Supervise work of linen room attendants and tailors
Make suggestions related to replacement purchases and give requirements of
linen to executive housekeepers.
8) Uniform Room Supervisor:-
Responsible for providing clean, serviceable uniforms to the staff.
Keep an inventory control of various uniforms in various stages of use
Set budget for procurement of uniforms and materials required for uniform
9) Linen Room attendant/ Linen Room Maid:-
Linen room attendants report to the linen room supervisor. His/her duties are:-
Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks.
Issue clean linen on a clean- for- soiled basis.
Place soiled linen in containers and send these to laundry.
Examine and count each linen item when sent to the laundry and again on
return.
Send torn articles to seamstress for repair.
Maintain proper records of discards and determine the percentage of discards.
10) Uniform Room attendant:-
A uniform room attendant reports to a uniform room supervisor. His/her

duties are:-
i) Issue clean uniforms while receiving soiled ones
ii) Send soiled uniforms for laundering.
Send torn uniforms to seamstresses for mending.
Keep count of uniforms.
Shelve laundered uniforms after verifying types of articles.
Count and record linen.
11) Storekeeper:-
A storekeeper reports to the senior floor or linen room supervisor. His/her

duties are:-
i) Control the stock of equipment.
ii) Issue equipment and cleaning materials as per demand.
Prepare requisitions for materials required.
Coordinate with the purchase department for procurement of approved
materials.
12) Desk Control Supervisor:-

The control desk supervisor reports to the assistant housekeeper. It is the
nerve centre of the housekeeping department and is manned 24 hours a day.
Coordination with the front office for information on departure rooms and
handling of clean rooms.
Receive complaints on maintenance and housekeeping.
Maintain registers kept at the control desk.
Receive special requests from guests.
Maintain latest reports regarding room occupancy, VIPs, status of rooms etc.
Delegation of work to attendants and supervisors.
Attend to phone calls received at control desk
Responsible for issuing guest room keys and maintaining key register
13) Guest room attendant/ Room maids/ Chamber maids/GRA:-
Guest room attendant(GRA) reports to the floor supervisor. His/her duties are:-
Cleans the rooms
Change guest room and bathroom linen.
Make guest room beds.
Replenish guest supplies.
Answer guest requests promptly on the floor.
Responsible for collecting guest laundry.
Servicing of rooms in the evening( turndown service) and also provide second
service.
Handover lost and found articles if any found in the room
Replenish maids cart with supplies for the next shift
Arrange and stock the pantry with linen and supplies.
14) Head House person:-
He /she reports to the public area supervisor. His/her duties are:-

Supervises work allotted to the housemen in public areas.
Supervise work of people who clean carpets, wall washers, window washers.
Supervise work of chandelier cleaners, vacuum cleaning machine operators
15) House persons:-
They report to the head house persons or the public area supervisor. His/her
duties are:-
Shift furniture in public areas.
Clear the garbage
Polish all brassware in public areas
Clean all doors, windows and ventilators.
Clean fire fighting equipment.
Clean the shafts and terraces.
Clean chandeliers, draperies and other hard to reach areas in public areas.
16) Tailors, seamstress and upholsterers:-

They report to the Linen Room Supervisor. His/her duties are:-
Mending and stitching uniforms, linen, upholstery etc.
Alteration of uniforms if required.
Refurnish all damaged upholstery.
Repair guest clothes if required.
Calculate materials required for uniforms and upholstery and purchase
accordingly.
17) Horticulturist:-
Many large hotels have their own horticulturist, who reports to the assistant
housekeeper. He / she leads a team of gardeners in maintaining landscaped
gardens of the hotel as well as in supplying flowers from gardens for flower
arrangements in the hotels. Flowers are used largely to enhance aesthetic
appeal of various areas of the hotel.
18) Head Gardener:-
He reports to the horticulturist and maintains landscaped areas and gardens in

the hotel. His/her duties are:-
Brief, schedule, allot duties
Purchase plant seeds, plantings
Purchase and supervise usage of manure and fertilizers.
Maintain watering schedules of plants and attend problems regarding watering
schedules.
Maintain and prepare indoor plants for the hotel.
Supervise and maintain the lawns.
Ensure gardeners are handling equipment and tools efficiently.
19) Gardeners:-

duties are:-
Dig landscaped areas and maintain them.
Plant saplings and seeds
Water gardens as per schedules.
Maintain plant nursery and greenhouse.
Prepare potted flowers and potted plants.
20) Florist:-
Florists employ their own florist. Providing attractive flower arrangements for
the entire hotel is their responsibility. They report to the horticulturist. His/her
duties are:-
Collect fresh flowers from gardeners every day.
Purchase flowers from dealers
Prepare different flower arrangements for different areas- lobbies, front office,
restaurants, guestrooms, banquet halls etc.
Treat cut flowers so that they last longer.
Maintain flower arrangements by changing water, etc .
Responsible for flower arranging equipment and equipment, accessories etc.
Train the assistant florist.
21) Laundry Manager:-
He/she is in charge of the laundry and the Laundry Manager reports to the
Director of housekeeping. He/she is responsible for the entire functioning of
the laundry and dry cleaning unit. He /she should have good knowledge of
fabrics and chemicals and laundry machines.
22) Laundry Supervisor:-
He/she is in charge of the functioning of the laundry in the absence of a

laundry manager. He must have the knowledge of all the aspects of the
laundry equipment, chemicals and fabrics.
23) Dry cleaner and washers:-
He/ she is in charge of dry cleaning of the hotel linen and guest clothing and
washer does the laundering of the linen, uniforms and guest clothing.
24) Laundry workers:-
They are the staff of laundry who perform following duties;-
Spot stained fabrics before loading them into washing machines.

Load soiled linen into washing machines, feed in the right amount of detergent
and other laundering chemicals.
Load washed linen into dryers.
Clean equipment after use.
Sort soiled linen according to fabric types, colors, degree of soiling.
Transport soiled linen from linen room to laundry and fresh linen from laundry
to linen room.
25) Valet/ Runners:-
“Valet service” means that they take care of guest laundry. They report to the
linen room supervisor. They are responsible for collecting soiled guest laundry
and delivering fresh guest laundry.
Draw the organizational of a Large Hotel
Job Description
1)Executive Housekeeper/Director of Housekeeping:-
The executive housekeeper reports to the General Manager or the Resident

Manager or the room’s division manager. He/she is responsible for the overall
cleanliness and aesthetic upkeep of the hotel. His/her duties are:-
Organize, supervise and coordinate the work of housekeeping staff on day- to
day basis.
Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics
for hotel guests.
Prepare duty rosters and supervise the discipline and conduct of her staff.
Ensure proper communication within the department by conducting regular
meeting with the staff.
Recruit new employees and train them for the housekeeping jobs.
Counsel and motivate employees on various duties.
Establish and maintain standard operating procedures for cleaning and
develop new procedures to increase efficiency of labor and product use.
Search and test new techniques and products in the market.
Maintain regular inventory and checking of furniture, linen, uniform,
equipments in the hotel.
Evaluate employee performance for promotions and transfers.
Approval of supply requisitions for the housekeeping and to maintain
minimum stock and cost control procedures for all materials.
Check the reports, files, registers maintained in the department.
Provide budget to the management and control of budgets
2) Deputy Housekeeper

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

hotels, where an deputy housekeeper exists, assistant housekeeper reports to
deputy housekeeper. In large hotels the responsibilities of floors, public area
are divided among assistant housekeepers. In the absence of deputy
housekeeper, all the above mentioned duties and responsibilities are taken
Be responsible for efficient and orderly management of cleaning, servicing and

repairing of guest rooms.
Be responsible for hotel linen and check its movement and distribution to
room attendants.
Keep an inventory of all housekeeping supplies and check it regularly.
Provide front office list of ready rooms for allotment to guests.
Organize flower arrangements
Arrange training of staff within the department
Update records/ files/ registers etc.
Compile the maids roster.
Check the VIP and OOO rooms
4) Floor supervisor/Floor Housekeeper:-
Issue floor keys to room attendants

Supervise cleaning on the allotted floors and areas- including guestrooms,
corridors, staircases, floor pantries of the allotted floors
Inspection of cleaning in rooms and coordination of the work in floors
Supervise handling of soiled linen to laundry and requisitioning of fresh ones
from housekeeping
Report maintenance work on the floor
Supervise spring cleaning.
Coordinate with room service for tray clearance.
Maintain par stock for the respective floors.
Facilitate provision of extra services to guests such as baby sitters, hot water
bottles, other guest requests.
Report any safety or security hazard to the security department.
Check on scanty baggage
Prepare housekeeping status reports.
Inform the front office about ready rooms
Ensure services offered to VIPs are of highest standards.
5) Public Area Supervisor:-
Ensure that all public areas and other functional areas are kept clean at all
times.
Ensure all maintenance jobs are attended in coordination with the
Ensure all flower arrangements are placed in appropriate places in public
areas.
Ensure banquet halls and conference halls are kept ready for functions and
conferences.
6) Night Supervisor:-
night staff engaged in the cleaning of public areas and guestrooms in hotel.
Ensure all public areas are thoroughly cleaned at night when the traffic is low.
Plan order of work and direct staff accordingly.
Ensure submission of room attendants reports and room status reports.
Provide guest supplies and attend guest requests in the night like providing
water bottles, extra beds, towels etc.
Report safety and security hazards.
7) Linen Room Supervisor/ Linen Keeper:-
The linen room supervisor reports to assistant housekeeper. His/her duties

are:-
Responsible for entire hotels linen.
Send dirty linen from laundry after checking.
Check laundered linen before giving it for ironing.
Provide linen to the various departments
Maintain register of linen movements and check linen regularly
Supervise ironing and laundering of linen of the hotel
Supervise work of linen room attendants and tailors
Make suggestions related to replacement purchases and give requirements of
linen to executive housekeepers.
8) Uniform Room Supervisor:-
Responsible for providing clean, serviceable uniforms to the staff.
Keep an inventory control of various uniforms in various stages of use
Set budget for procurement of uniforms and materials required for uniform
9) Linen Room attendant/ Linen Room Maid:-
Linen room attendants report to linen room supervisor. His/her duties are:-
Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks.
Issue clean linen on clean- for- soiled basis.
Place soiled linen in containers and send these to laundry.
Examine and counts each linen item when sends to laundry and again on
return.
Send torn articles to seamstress for repair.
Maintain proper records of discards and determine percentage of discards.
10) Uniform Room attendant:-
A uniform room attendant reports to uniform room supervisor. His/her duties

are:-
i) Issue clean uniforms while receiving soiled ones
ii) Send soiled uniforms for laundering.
Send torn uniforms to seamstress for mending.
Keep count of uniforms.
Shelve laundered uniforms after verifying types of articles.
Count and record linen.
11) Storekeeper:-
A storekeeper reports to senior floor or linen room supervisor. His/her duties

are:-
i) Control the stock of equipment.
ii) Issue equipment and cleaning materials as per demand.
Prepare requisitions for materials required.
Coordinate with purchase department for procurement of approved materials.
12) Desk Control Supervisor:-

The control desk supervisor reports to the assistant housekeeper. It is the
nerve centre of housekeeping department and is manned 24 hours a day.
Coordination with front office for information on departure rooms and handing
of clean rooms.
Receive complaints on maintenance and housekeeping.
Maintain registers kept at control desk.
Receive special requests from guests.
Maintain latest reports regarding room occupancy, VIPs, status of rooms etc.
Delegation of work to attendants and supervisors.
Attend to phone calls received at control desk
Responsible for issuing guestroom keys and maintaining key register
13) Guest room attendant/ Room maids/ Chamber maids/GRA:-
Guest room attendant(GRA) report to the floor supervisor. His/her duties are:-
Cleans the rooms
Change guestroom and bathroom linen.
Make guest room beds.
Replenish guest supplies.
Answer guest requests promptly on the floor.
Responsible for collecting guest laundry.
Servicing of rooms in the evening( turndown service) and also provide second
service.
Handover lost and found articles if any found in the room
Replenish maids cart with supplies for the next shift
Arrange and stock the pantry with linen and supplies.
14) Head House person:-
He /she reports to the public area supervisor. His/her duties are:-

Supervises work allotted to the housemen in public areas.
Supervise work of people who clean carpets, wall washers, window washers.
Supervise work of chandelier cleaners, vaccum cleaning machine operators
15) House persons:-
They report to the head house persons or the public area supervisor. His/her
duties are:-
Shift furniture in public areas.
Clear the garbage’s
Polish all brassware in public areas
Clean all doors, windows and ventilators.
Clean fire fighting equipments.
Clean the shafts and terraces.
Clean chandeliers, draperies and other hard to reach areas in public areas.
16) Tailors, seamstress and upholsterers:-

They report to the Linen Room Supervisor. His/her duties are:-
Mending and stitching uniforms, linen, upholstery etc.
Alteration of uniforms if required.
Refurnish all damaged upholstery.
Repair guest clothes if required.
Calculate materials required for uniforms and upholstery and purchase
accordingly.
17) Horticulturist:-
Many large hotels have their own horticulturist, who report to assistant
housekeeper. He / she leads a team of gardener in maintaining landscaped
gardens of the hotel as well as in supplying flowers from gardens for flower
arrangements in the hotels. Flowers are used largely to enhance aesthetic
appeal of various areas of the hotel.
18) Head Gardener:-
He reports to the horticulturist and maintains landscaped areas and gardens in

the hotel. His/her duties are:-
Brief, schedule, allot duties
Purchase plant seeds, plantings
Purchase and supervise usage of manure and fertilizers.
Maintain watering schedules of plants and attend problems regarding watering
schedules.
Maintain and prepare indoor plants for the hotel.
Supervise and maintaining the lawns.
Ensure gardeners are handling equipments and tools efficiently.
19) Gardeners:-

duties are:-
Dig landscaped areas and maintain them.
Plant saplings and seeds
Water gardens as per schedules.
Maintain plant nursery and green house.
Prepare potted flowers and potted plants.
20) Florist:-
Florists employ their own florist. Providing attractive flower arrangements for
the entire hotel is their responsibility. They report to the horticulturist. His/her
duties are:-
Collect fresh flowers from gardeners every day.
Purchase flowers from dealers
Prepare different flower arrangements for different areas- lobbies, front office,
restaurants, guestrooms, banquet halls etc.
Treat cut flowers so that they last longer.
Maintain flower arrangements by changing water, etc .
Responsible for flower arranging equipments and equipments, accessories etc.
Train the assistant florist.
21) Laundry Manager:-
He/she is in charge of the laundry and Laundry Manager reports to the

Director of housekeeping. He/she is responsible for entire functioning of
laundry and dry cleaning unit. He /she should have good knowledge of fabrics
and chemicals and laundry machines.
22) Laundry Supervisor:-
He/she is in charge of the functioning of the laundry in the absence of laundry

manager. He must have the knowledge of all the aspects of the laundry
equipment, chemicals and fabrics.
23) Dry cleaner and washers:-
He/ she is in charge of dry cleaning of the hotel linen and guest clothing and
washer does the laundering of the linen, uniforms and guest clothing.
24) Laundry workers:-
They are the staff of laundry who perform following duties;-
Spot stained fabrics before loading them into washing machines.

Load soiled linen into washing machines, feed in the right amount of detergent
and other laundering chemicals.
Load washed linen into dryers.
Clean equipments after use.
Sort soiled linen according to fabric types, colors, degree of soiling.
Transport soiled linen from linen room to laundry and fresh linen from laundry
to linen room.
25) Valet/ Runners:-
“Valet service” means that they take care of guest laundry. They report to the
linen room supervisor. They are responsible for collecting soiled guest laundry
and delivering fresh guest laundry.
Interdepartmental Coordination Of Housekeeping

Department with-
1. Front Office
2. Maintenance
3. Security Department
4. Food And Beverage
5. Laundry
6. Purchase
Glossary Terms
3. PLANNING WORK OF HOUSEKEEPING DEPARTMENT
1. Importance and role of control desk in the Housekeeping department

2. Short notes on Briefing and debriefing
3. Duty Rota and work schedule of the housekeeping department
Glossary Terms
Paste Pictures
4. HOTEL GUEST ROOMS
1. Difference between Smoking, non-smoking rooms
Anyone who has ever walked into a "non-smoking" hotel room and caught the
distinct odor of cigarette smoke will not be surprised by the findings of a new
study: When a hotel allows smoking in any of its rooms, the smoke gets into all
of its rooms, the study suggests.
2. Explain about Single, Double, Twin and Suite room

single room
A single room is a room with enough space for a single bed (3*6), with a single
bed. However, a double room does not necessarily mean there is a double bed
in the room, although it does mean it is big enough for one. You might want to
clarify with an advertiser whether a double room actually has a double bed in.
double room
Some standard double rooms are meant for a couple; these have just one
queen-(5*6) (bed. Other standard double rooms have two double or queen-
sized beds placed side by side a few feet apart. Sometimes families of four with
young children who can share a bed opt for the two beds.
Single room
A single size i.e. single mattress is usually 3. feet wide. The single rooms have
one bed - in guest houses they would usually be small beds and in hotels they
might have a big bed it is only for one occupancy.
Suit room

a suite in a hotel or other public accommodation denotes a class of
accommodations with more space than a typical hotel room. They can also be
found onboard passenger ships. In luxury or upscale accommodations, such as
Ritz Carlton, intercontinental, Marriott, or embassy suites, key features include
multiple rooms
Paste Pictures
smoking room
non smoking room
double room
single room
suite room
Guest Room Furniture-

Keep your guests comfortable with hospitality furniture from Zoom Inc. We
offer a wide variety of furniture suited to hotel rooms and suites, no matter
your style. When furnishing a hotel room, make sure you have:
 Beds (King, Queen, Double)

 Cots
 Desks
 Desk chairs
 TV stands
 Dressers
 Nightstands
 Tables
 Lamps
 Lounge chairs
 Coffee machine
 Wardrobes
 Phones
 Various appliances
Selection Of Furniture-
The selection of furniture depends on the following factors:-
 Style- Style of hospitality furniture is instrumental not only in this zoning
but also as a reinforcement of a hotel’s personality. A wingback chair
says something a low sling chair does not. The key is to understand the
message. Hotel designers almost always custom design rather than
select furniture for a hotel from a retailer. When dealing with a standard
sized guest room, for instance, space is paramount and custom furniture
is necessary to ensure the right scale. In a lobby or restaurant, scale is
crucial in conveying the right relationship each piece of furniture has to
one another. For example, making sure a side table is designed to the
correct height so that a guest sitting on an adjacent sofa can easily lean
over and rest their drink on it is an absolute must.
 Durability- The life cycle of a hotel is between five and 10 years. This
means furniture must last not only stylistically but stand up to a
tremendous amount of wear and tear during this period. To ensure
furniture will stand the test of time, designers need to understand how
each piece is typically made and how the space in which the furniture
will be placed will be used. This information helps a designer choose the
right type of furniture fabric, colour, texture and grade. Of course, there
needs to be a balance between aesthetics and durability. Durability
should be incorporated in such a way that doesn’t detract from the
overall look and feel of the furniture and space.
 Aesthetically pleasing – The color scheme in each room should be
relaxing, which usually means incorporating a lot of neutral colors and
earth tones. The shapes and textures should be inviting. Unless you have
themed rooms, this usually involves using modern, geometric shapes
and plenty of smooth, soft surfaces. Finally, every piece of furniture
should look like it goes well together and belongs in the room. If you
don’t have the eye for designing hotel room layouts and picking
furniture, a hospitality interior designer can help you achieve the feeling
you want.
 Practical – The beauty of a four-poster bed loses its appeal if one of the
posters blocks the view of the television. Also, impractical residential
materials such as a suede sofas and plush carpet may not withstand the
wear and tear of a commercial setting. Just as critically as having good
aesthetics, hotel room furniture must also be practical.
 Comfortable – The effect of a beautiful sofa or chair with durable fabric
that can withstand the test of time is spoiled if your guests don’t feel
comfortable sitting on it. Don’t underestimate the importance of
comfort when creating a hotel room setting for your guests.
 Safe – Hotel owners must adhere to health and safety regulations when
choosing furniture for their suites. This includes choosing textiles with
flame retardant finishes and quality pieces that aren’t prone to falling
apart.
Types Of Furniture-
Furniture that should be in the guest room are:-
 Headboard
 Bedside
 Desk
 Bedside lamp
 Bedroom bench
 Cots
 Desk chairs
 TV stands
 Dressers
 Nightstands
 Tables
 Lounge chairs
 Coffee machine
 Wardrobes
 Intercom
 Mirror
 Various appliances
Paste Pictures
Guest Room Fixtures And Fittings-
The fittings in a guest room are-
 Fixed partitions and doors
 Electrical installations
 Electric sockets
 Light fittings
 Security alarm systems
 Television aerials and satellite dishes
 Fires and fire surrounds
 Central-heating boilers and radiators
 Plumbing installations
 Bathroom suites and other sanitaryware installations
 Vanity furniture
 Cubicles/ shower screens
 Kitchen units
 Sinks
 Integrated appliances
 Adhered floor finishes
 Door furniture
 Built-in furniture, including proprietary reception desks, worktops
 Built in wardrobes/ cupboards/ shelf units (e.g. if they use a wall to form
one of their sides and would thus be incomplete if they were removed)
 Wall paintings
 Plants and shrubs [rooted] in land belonging to the property.
Types of fixtures are-
 Demountable partition systems
 Telephone systems
 CCTV systems
 Edge-fitted and loose-laid carpets
 Blinds, curtains and curtain rails
 Paintings or mirrors that are not bolted but hung or screwed to a wall
 Notice boards
 Plumbed-in/ connected but free-standing equipment (e.g. commercial
catering equipment, laboratory equipment)
 Free-standing ovens, refrigerators, washing machines and other white
goods
 Lockers, changing room furniture, etc.
 Beds/sofas and other free standing items of furniture or equipment
 Computers and other IT equipment
 Lamps and lampshades
 Potted plants and shrubs (in containers)
Types-
Different types of fittings and fixtures in a guestroom are:-
 Television
 Telephone
 Guestroom safe
 Heating equipment
 Lighting fixtures
 Sanitary fittings
 Doors, windows and locks
Paste Pictures
fixtures
fittings
Soft Furnishings-These articles serve various functions by simply
decorative, providing colour, pattern and texture to the room some are
protective and others may provide Warmth and comfort
Types-The soft furnishings in a guest room include cushions, loose covers,

curtains, blinds, bedspreads, quilts.
care and cleaning-

CARE AND CLEANING OF CUSHIONS
Cushions should always be shaken daily and patted lightly into shape. They
should be repaired as soon as they develop tears. They should be dusted and
suction cleaned regularly with an upholstery attachment Cushion covers should
be removed and laundered regularly. Loose covers
These may protect new furniture, enhance the appearance of a worn sofa or
chair, or harmonize a piece of furniture with new colour scheme. The best
fabrics to use for making loose covers are closely woven cotton-linen mixtures.
The material used should be easily laundered able or possible to dry clean. The
fastening used may be Velcro, hooks, eyes, or zippers. To protect upholstered
furniture from soiling at the arms and back.
CARE AND CLEANING OF CURTAINS
Bring down and launder or dry-clean curtains occasionally, since dust and
grime lead to deterioration of the fabric while hung up, they should be
vacuum-cleaner frequently using an appropriate attachment Solvent extraction
machines are ideal for cleaning curtains. Mend any damage to the curtain and
the lining immediately
Care and cleaning of blind, shade, shutter, screen

Dust them thoroughly on a daily basis they should be damp wiped
occasionally any damages repaired as soon as possible get specialized
contractors in for periodic cleaning
Guest Room Accessories- Lamps and lanterns are a variety of hotel

room accessories, including bedside lamps, night lamps and floor lamps.
Bedside lamps should be installed on both sides of the bedside table. The night
light needs to be installed under the bedside table, and the floor lamp is placed
beside the coffee table and alarm clocks.
Hotel room accessories are related to the safety and comfort of guests. The
hotel should do everything it can to make guests have a good staying
experience. The supply of daily life facilities should be readily available to meet
the different needs of customers and give customers a feeling of home. In
addition to high-quality life services, the hotel should also ensure the safety of
its customers. Not only does it need to arrange security personnel to patrol all
day, the hotel’s safety equipment, such as fire-fighting facilities, anti-theft
systems, door lock systems and all hotel room accessories, should be kept in
normal status. If these accessories fail and are not repaired in time, it will
cause immeasurable losses to the hotel. Therefore, the management of
equipment and facilities is related to the safety of guests and hotels.
In addition, hotel room accessories are related to service quality. The hotel is a
kind of enterprise that mainly sells services. The purpose of operating the hotel
is to win and protect the customer source. In order to achieve this goal, the
greatest satisfaction of the guests should be obtained as much as possible.
Hotel "hardware" facilities are the material basis for this purpose. We can't
imagine that a hotel with no phone, no sound, no elevator, no water in the
bathroom, and a door that can't be opened and closed normally will satisfy the
guests. Therefore, the quality of hotel room accessories management is
related to the guests' experience of the quality of service.
Guest Supplies and amenities in a room-
In Room
Behind The Door-

Detailed fire exit plan map is affixed behind the door of all guest rooms.
DND - Do Not Disturb card which can be hung to the door handle.
'Make up my Room' card.
'Pick up my Laundry' card.
Room Service Breakfast Card which can be hooked on to the doorknob.
Some hotels also have a notice reminding them about the availability of safe
deposit facilities with the front desk.
Notice about the availability of the electronic safe in the guestroom.
Key hotel policies are also placed in some hotels.
Room’s rates for different kinds of rooms offered, in the frame or plastic holder
behind every door.
Hotels brochure with the details of facilities and services, in a plastic holder
behind the very door.
Luggage Rack- Each suitcase stand or folding luggage rack can be folded and
placed against the wall or under the bed to allow for more space within any
room. Some hotels choose to place these wooden hotel stands in the room's
closet to maintain an orderly appearance.
TV Cabinet-
Set Top box for satellite channels.

Firestick or Comcast or Apple TV.
DVD or CD player.
Home Theater System.
Remote for all the infotainment systems.
Tablet or Ipad for in-room app or hotel app along with the docking or charging
point.
LCD or LED tv set
Writing Table-
Postage or plain envelopes.

Courier envelopes.
Postcards with hotel pictures.
Telegraph forms (not used commonly now as telegraph technology is outdated
and not available in many countries).
Fax forms.
Guest Comment Cards.
Folder with hotel rules and regulations.
A pen and a pencil with the hotel logo.
Telephone to call the frontdesk.
Ipad Doc or similar docking stations.
Tent card with instruction on how to connect to the hotel wifi network.
Tent cards/publicity cards giving information about speciality restaurants or
SPA or Massage etc.
Tent cards about any special shows in the hotel are also placed on this desk.
An ashtray and matchbox for depending upon the room type (smoking rooms
only).
Candles, a candle holder and a matchbox are kept inside the writing desk
drawer.
Small emergency led light or torch in case there is no candle.
The hotel brochure kept inside the drawer.
Multi-pin universal travel adaptor with USB charging port (the item should
have hotels logo on it) inside the drawer.
Wastepaper basket next to the writing table, on the floor.
LED desk or table lamp with multiple adjustment levels and light settings.
A chair with a backrest placed in front of the writing table.
A personalised welcome letter signed by the front desk manager or general
manager.
Coffee table-
An ashtray and a matchbox according to the room type, Eg: non-smoking
rooms will not have ashtrays and matchbox.
The house magazine, Hotel Chain magazine or some tourist magazines.
A newspaper is also neatly arranged on the coffee table.
The room service menu is placed on the coffee table at some hotels.
Fruit basket with the paring knife.
Chocolates on a quarter plate wrapped in plastic film.
Cookies on a quarter plate wrapped in plastic film
Bedside Table-
The telephone with quick dial buttons.
Instruction for setting automated wakeup calls.
The service dictionary or tent card are placed on the bedside table.
A notepad and a pencil are placed beside the phone.
An ashtray and a matchbox according to the room type and bedding type, Eg:
twin rooms will have two ashtrays and matchbox, non-smoking rooms will not
have ashtrays and matchbox.
A breakfast knob card is kept on the first shelf or in the drawer of the bedside
table. (During evening service the same is ket on the pillow)
The local telephone directory kept on the lowermost shelf on the bedside
table.
A Bible, a Gita or Quran may also be placed or similar holy books depending
upon countries the hotel is located.
The channel music panel may be affixed to the bedside table.
The DND - Do Not Disturb button, clean my room button, pick up laundry
button, lighting controls, curtain controls etc may be affixed to the bedside
table panel.
Alarm clock with in-built radio.
Multi-pin plug point for laptop or mobile charging.
USB charging port for mobile, tablet charging.
TV, Set Top Box, Home Theater, DVD player remote.
Room Service menu card inside the drawer.
The bedside lamp is placed on the bedside table, in case of a twin room or two
bedside tables available in the room then two bedside lamps may be placed.
A flask on the tray with two glasses may be kept beside the bed at the bedside
table.
The master light switch in order to switch off all lights is also available in the
bedside table panel.
Mini Bar Cabinet-
The daily consumption from mini bars is usually charged as per the pricing card
kept near to the mini bar.
For some guests, the use of a mini bar would be complementary.
Some guests or companies may request the hotel to remove the mini bar items
or lock them.
Different Types of Chocolates eg: Mars, Toblerone, Galaxy etc.
Mineral water bottles.
Pepsi, Coke, tonic waters.
Diet variety of Pepsi, Coke etc.
Fruit juice.
Ice trays.
Lemon wedges.
Some snacks.
Energy Drinks like Redbull, Gatroid etc.
Hard Beverages such as liquor.
Different Types of Beers.
Guest Supplies and Stationeries kept on the Mini-Bar Cabinet-
The below supplies may be on a small side table near the guest room entrance,
by the bed or on top of the mini bar.
Tea coffee maker. kettle
Coffee maker.
Tea bags, coffee powder.
Sugar or sugar alternatives.
Ready to mix coffee latte or chai latte.
A tray of tea bags and sachets of coffee powder, milk powder and sugar.
On the same tray a couple cups, saucers and spoons.
A kettle and/or coffee maker.
An ice bucket.
Complimentary drinking water.
In the washroom
Behind the door-
Vanity Mirror.
Full length mirror
Tissue Roll.
Hooks for hanging clothes.
Retractable clothes drying line or liner.
Wall Mounted Telephone with quick dial extension.
Vanity Unit-
Soaps.
Shampoo.
Moisturizers.
Cologne.
Aftershave Lotion.
Shower gel.
Shower Cap.
Conditioners.
Gargle Glasses.
Tissue Box.
Razor Blades or Shaving Kit.
Tissue Box.
Toilet Paper roll.
Dental Kit.
Comb.
Earbuds.
Cotton Swabs.
Bath Oil.
Super Glow Body Gel.
Hair Cream.
A mirror mounted on the wall with appropriate lighting facility.
A sanitary bin beside the WC or placed under the vanity counter.
Shaving Mirror with appropriate lighting.
Eau de cologne.
Face Towel.
Hand Towel.
Loofah Pad
Hair Dryer or hair Blower
Shower Cubicle-
Head shower
Bucket
Showercap
Towels
Bathrobe
Hot and Cold Running Water twenty-four seven.
Sanitary Napkin cover and bin.
Soap holders.
Bathmats
Water closet-
Toilet
Sink
Shower
Toilet paper
On the towel rack-
Two Set of Bath towels or Bath Sheets.
Hand towels and face towels, these may also be near or on the vanity unit
depending upon the hotels policy or available space near the vanity area.
Bath mat (mostly placed on the bathtub).
Bath tub-
Soaps.
Shampoo.
Shower gel.
Shower Cap.
Conditioners.
Bath oil
Loofah Pad
Layout of Floor Pantry

Glossary Terms
Paste Pictures of the various Cleaning agents
5. CLEANING AGENTS
List Down the various types of cleaning agents with short

descriptions of each -
1. Water-It is the most commonly used medium for cleaning and rinsing.
The housekeeping staff needs to use only soft water because hard
water cannot dilute detergents properly. Non-oily and non-greasy stains
such as ink stains can be removed using water.
2. Detergents-– Any of a group of synthetic, organic, liquid or water soluble

cleaning agents that unlike soap, are not prepared from fats and oils,
are notinactinvated by hard water and have wetting –agent and
emulsifying agent properties a similar substance that is oil soluble and
capable of holding insoluble foreign matter in suspension, used in
lubricating oils, dry cleaning preparations, etc.
3. Abrasives-Abrasive blasting is the operation of forcibly propelling a

stream
of abrasive material against a surface under high pressure to smooth a
rough surface, roughen a smooth surface, shape a surface, or remove
surface contaminants. The most abrasives are shot blasting (with metal
shot) and sandblasting (with sand).
4. Organic Solvents-Organic solvents are known as carbon- based solvents.

A solvent simply refers to a substance that is capable of dissolving other
substances. There are organic solvents, such as hexane, that have long
aliphatic chains. On the other hand, organic solvents such as toluene
contain aromatic rings.
5. Disinfectants and Bleaches- The Difference between Chlorine

6. and Non-Chlorine Bleach. ... It also is the only disinfecting bleach and can
be used around the house to clean and disinfect a wide variety of
surfaces and problems. These (chlorine) bleaches have sodium
hypochlorite as the active ingredient. Vinegar can be used as a safer
bleach alternative for some applications, like cleaning. It is also
biodegradable. However, vinegar is not a registered disinfectant and
does not kill dangerous bacteria like staphylococcus. Hydrogen peroxide
has antimicrobial ingredients and can be an effective household
cleaner.
7. Glass cleaners-Glass Cleaner makes glass invisible clear without leaving

streaks or residue. This professional strength formula cleans and
protects glass, making it less susceptible to fingerprints, smudges, dust
and dirt. Recommended for: Windows, mirrors & all glass surfaces.
8. Deodorizers- A deodorizer is an equipment for deodorizing, the final

stage in vegetable oil refining. Deodorizing removes odoriferous
material, free fatty acids and other undesired minor components to
produce bland oil with a good shelf life.
9. Laundry Aids-Soap, a compound made from lye and fat is an ancient and
common laundry aid. Modern washing machines typically use synthetic
powdered or liquid laundry detergent in place of more tronal soap.
10. Toilet Cleaners- They are available in liquid form containing strong
hydrochloric acid.
11. They remove stains and plumbing scales easily, and restore the shine of
their surface.
12. Polisher-Smoothness or shininess of surface or finish. A substance

containing chemical agents or abrasive particles and applied to smooth
or shine a surface: shoe polish. The act or process of polishing: gave the
lamp a polish.
13. Floor Cleaner- One of the important tasks of hotel housekeeping is

cleaning the floor periodically and keeping it sealed with the help of
sealer of the right consistency for optimum maintenance. Some areas in
the hotel are busy and bear heavy traffic such as lobby, corridors,
parking areas, restaurants, and dining halls. Their floorings lose
smoothness and shine. In such a case, the floor cleaners and sealers are
used for restoring their look and shine.
Paste Pictures
6. CLEANING EQUIPMENTS
List down the various types of Manual and Mechanical

equipment –
Manual Mechanical Equipments

Equipments
Brushes Vacuum Cleaner
Brooms Scrubbing and Polishing Machine
Box Sweeper Wet Extractor Machine
Dry Mops Carpet Shampooing Machine
Wet Mops High Pressure Machine
Cloths Scarifying Machine
Paste Pictures
Manual Equipments
Manual Equipments are the ones which are used by one's own
hands thereby the energy of the worker affects the standards
of cleanliness required from the equipment as well as the
knowledge of the worker.
 Brush
Brushes are designed to remove dry, wet or ingrained dust
from hard or soft surfaces. It has a large number of bristles or
hairs fixed to it which helps it trap the dirt or dust particles
and thus help clean the surfaces.
Some types of brushes used are-
 Hard Brush-They are most suitable for removal of heavy
soil, litters from carpet and for cleaning of rough
surfaces. They have a long titled handle to give better
cleaning.
 Soft brushes-They have soft bristles that are flexible and

fairly flexible and set close together. They are used for
removal of loose soil and litter from hard or soft
surfaces.
 Scrubbing Brush-They are only used for removal of

stubborn heavy soiling small areas that are hard for
scrubbing machines to access.
 Toilet Brush-As the name suggests, toilet brushes are
used to clean WC.They have a long handle with hard
bristles on both sides for better cleaning.
 Bottle Brush-These brushes are used to clean overflow

vents in washbasin and tubs.
 Flue Brush-These are long brushes with hard bristles to
scrub and clean the chimney.
 Feather Brush-These are small brushes with soft and

light bristles. They are used for dusting.
 Broom
A broom is a cleaning tool consisting of usually stiff
fibers attached to, and roughly parallel to, a
cylindrical handle, the broomstick. It is thus a
variety of brush with a long handle.
 Soft Bristled Broom-These brooms are organic

as they are made from corn fibre, grass fiber or
corn fibers and are used to sweep smooth
surfaces.
 Hard/Coarse Bristled Broom-They are mostly
made from coarse fibres and are used for rough
surfaces; mostly outdoors.
 Wall Broom-As the name says, wall brooms

are flat brooms with long handles used to clean
dust and dirt particles from the walls.
 Cloths
Cloths are used for various purposes such as cleaning the
dust from the hotel decor or wiping the glasses in a hotel.
Various types of cloths used in a hotel are as follows
• Swabs and wipes- These are all purpose clothes made
of soft absorbent materials. They are used for wet
cleaning and damp dusting of all the surface above floor
level.
• Floor cloth- Floor cloths are bigger, thicker and are

made from coarse cotton material.
• Scrim- This is loosely woven linen materials used for

cleaning mirrors and windows.
• Glass cloths- Glass clothes are made of linen yarn and

do not leave behind lint. They are used for wiping
mirrors, and drinking glass.
 Containers
They are used to hold an object and transport it.
Different types of containers are used in
housekeeping department are
 Regular Buckets-Normally made out of plastic

or galvanised iron. They are light in weight and
easy to carry.
 Twin buckets-Twin buckets are placed on a

low trolley which is fitted with brushes to rinse
more effectively each time.
 Dust pan
These are used along with a broom or brush for
gathering dust. They are normally made of
either plastic or metal, and are durable and less
expensive.
 Dustbins for guest rooms-These are individual

dustbins in guestrooms may be lined with a
disposable inner lining made of recycled paper
or plastic.
 Dustbins for public areas-These bins may have

a creative design since they are constantly on
view. They should be emptied daily and kept
neat & clean from outside all the time.
 Sani bins-These are metal or plastic bins with

lids. They are found in toilets for the collection
of soiled sanitary waste.
 Trolly
They are used to stock all necessary guest
supplies in accordance with the allocated
numbers of rooms that are required by the
housekeeping department in effectively
performing.
 Mop-wringer trolley-This piece of

equipment consists of mop and one
or twin buckets with an attached
wringer all mounted on a trolley with
wheels.
 Linen trolley-They are used for the

transfer of clean linen from the
laundry to the linen room or from the
linen room to the floor pantries.
 Hand caddies-They are used by room
attendants for carrying cleaning
supplies from room to room for
cleaning.
 Mechanical Equipments
Mechanical equipment is the one that uses more
electronic(mechanical) power and less manpower. They
just require knowledge to be operated.
 Box Sweeper- It is an electric sweeper that consists

of a friction brush. The brush often is fit to revolve
vertically or horizontally, when the equipment
moves on the surface.
 Vacuum Cleaner-It is mostly used at home, office

and hotel. It comes with a suction motor fit in a
case, a hose, and various attachments for delicate as
well as tough cleaning requirements.
Some vacuums used in the hotel industry are:
 Dry vacuum cleaners-They are used for
removing dust and small pieces of debris from
the floors, upholstery, furnishings walls and
ceilings.
 Dustette or Handheld Vacuum Cleaners-These

are small, lightweight vacuum cleaners carried
in the hand and used for cleaning curtains,
upholstery edges, mattresses, computers and
music systems.
 Back-pack vacuum-They are lightweight and

ergonomic backpack systems, which can be
adjusted according to the operators
preferences, makes working with such types of
vacuum convenient and therefore increases
productivity.
 Cylindrical vacuums-These have no rotating
brushes and work by suction only. A filter
which also acts as a diffuser is fitted at the
outlet which removes fine dust and micro-
organisms from the flow of air passing through
the outlet. This filter also reduces air
disturbance and noise.
 Upright Vacuum-Upright vacuums are the ones

more frequently seen in hotels. The main body
of the vacuum lies horizontal on the floor and
is driven by a single motor. The dust-bag is
outside the machine’s main body.
 Wet And dry vacuum cleaners-These vacuum
cleaners are very useful as they can pick up
spills and excess wash water when on wet
mode. When on the dry mode, they help in
removal of dust and debris.
 Polishing Machine-They are used to add a shine to

the floors of most frequented areas of the hotel.
 Scrubber-It is a floor care accessory that comes with
handheld electrically operated scrubbers. It is used
where only mopping doesn’t suffice.
 Carpet Dryer-These are used for drying carpets after

wash or after spilling of any beverages. The
machine realises chilled air to help speed up the
process.
 Vapour Cleaner-Vapor steam cleaners are versatile

machines that offer the benefit of chemical-free
cleaning. Using only water, the machines produce a
dry, very hot steam which can be used to clean and
sanitize household surfaces, appliances, floors, even
upholstery.
 Air Blowers – Mobile, powerful dehydration
machine, to be used after spray extraction. It is
easy to transport because of its light weight,
easy to carry handle and wheels.
 Dehumidifier-A dehumidifier is an
electrical appliance which reduces and
maintains the level of humidity in the air.
It also eliminates musty odor and to
prevent the growth of mildew by
extracting water from the air.
 Wet extractor machine-The Wet Dust

Extraction System supports a smaller
footprint, simpler maintenance and
lower installation costs than tronal
systems. It also provides high-
volume capabilities in one compact
unit that can be placed for easy
access. Having clean and well-
maintained equipment naturally
produces a higher rate of
productivity as well as confidence in
those operating the equipment. It also
removes the worry of malfunction or
damage, caused by an environment
that isn’t cleaned and cleared on a
regular basis. Engineered in a
flexible custom package for a wide
performance range, our system offers
great versatility for industries such as
mining, power utilities, and heavy
process.
 Carpet Shampooing Machine-

Carpet carpet cleaning machines
economically clean large areas
of carpet deep into the pile.
They are suitable for
conventional spray extraction as
well as a new intermediate
cleaning process.
 High pressure machine-Pressure
washing or power washing is
the use of high-pressure water
spray to remove loose paint,
mold, grime, dust, mud,
chewing gum and dirt from
surfaces and objects such as
buildings, vehicles and concrete
surfaces. The volume of a
mechanical pressure washer is
expressed in gallons or liters per
minute, often designed into the
pump and not variable. The
pressure, expressed in pounds
per square inch, pascals, or bar,
is designed into the pump but
can be varied by adjusting the
unloader valve. Machines that
produce pressures from 750 to
30,000 psi (5 to 200 MPa) or
more are available.
 Scarifying machine-Scarifiers, also called concrete

planers or milling machines, remove concrete faster and
more aggressively than grinders. That's because they use
the pummeling action of multi-tipped cutting wheels, or
flails, that rotate at high speeds to chip away at the
concrete surface.
Glossary Terms
7. DIFFERENT SURFACE CLEANING
Write a short note on the various methods of cleaning the

different surfaces.
Brass-The methods for cleaning are:
To clean brass articles, remove surface dirt with a duster and
rub the article with a paste made of white flour, salt, and
vinegar in equal parts.
This will remove mild tarnish. Make sure to rub away all the
mixture.
Corroded brass should be treated with a spirit of salt
(hydrochloric acid) and then rinsed thoroughly.
Polish with Brasso, using damp rags or cotton
A long-term hard-metal polish can also be used on brass.
Silver
a. Silver Dip-Line the bottom of the sink or a glass baking dish with a
sheet of aluminum foil.
b. Fill the foil-lined container with steaming hot water.
c. Add salt (sodium chloride) and baking soda (sodium bicarbonate) to
the water. Some recipes call for 2 teaspoons of baking soda and 1
teaspoon of salt, whereas others call for 2 tablespoons each of baking
soda and salt. There's really no need to measure the amounts
precisely—just use a spoonful or two of each substance.
d. Drop the silver items into the container so that they are touching
each other and resting on the foil. You'll be able to watch as the
tarnish disappears.
e. You can leave heavily tarnished items in the solution for as long as
five minutes, but otherwise, remove the silver when it appears clean.
f. Rinse the silver with water and gently buff it dry with a soft towel.
g. Ideally, you should store your silver in a low-humidity environment.
Placing a container of activated charcoal or a piece of chalk in the
storage area will minimize future tarnish.
Polivit-A polivit is an aluminium metal foil containing holes which is

best used in an enamel or galvanized iron bowl. It is a quick way of
cleaning silver. This method produces good results and is suitable for
large pieces of equipment such as entrée dishes, salvers, trays and
jugs, etc..
 The galvanized iron bowl is washed and the aluminium foil is put
inside.
 The silver to be cleaned is then put into the bowl, ensuring that at
least one piece of the silver is in contact with the aluminium foil.
 Sufficient boiling water is poured into the bowl to cover the silver
being cleaned.
 Washing soda of about 30 gm per 5 lit should be added to the
water.
 A chemical reaction takes place between the polivit, soda, boiling
water and silver which causes the tarnish to be lifted.
 After 3-4 minutes, the silver should be removed from the bowl.
 The silver should be rinsed in hot water and polished with a clean
dry tea cloth.
Burnishing Method- The method requires:-

 Add a few drops of liquid dish soap to warm water. Mix until
bubbles form.
 Soak jewelry in the solution for 5 to 10 minutes.
 Use a soft-bristle brush, such as a toothbrush, to clean any
crevices.
 Rinse jewelry in warm water.
 To dry, gently rub jewelry with a silver cloth or microfiber towel.
(Note: Avoid using paper towels, as these can scratch the silver.)

Glass-Glass is a transparent, lustrous, and brittle material made from
silica or sand. A mixture of pure, fine sand, soda or potash, and other
ingredients is carefully measured out. The glass is fed into a furnace and
heated to an extremely high temperature, above one thousand three
hundred degree Celsius, where it fuses into molten glass. From the
furnace, the molten glass is led away for shaping. Different types of glass
used are-
a)Flat glass
b)Fibreglass
c)Obscured Glass
d)Safety Glass
e)Cut Glass
The method used for cleaning glass:
A)The glass is first dusted with a linen cloth to remove the dust particles.
B)Then a solution of R3 is mixed in water and sprayed on the glass
surface.
With a help of a microfiber cloth, the glass is cleaned in a clockwise
direction to remove any stains.
Wood-Wood is hard, compact, fibrous, and porous. Good wood makes
for a rich, warm, and beautiful surface. It is a versatile surface material
with its varied colours and different patterns and is used throughout hotel
establishments.
Types of Wood-
 Solid Wood
 Woven Stems
 Wood Boards
 Cork
Types of Wood Boards-

 Hardboard
 Blockboard
 Plywood
 Chipboard
The method used for cleaning:

Wood, being porous, deteriorates in contact with an excess of
water.
Therefore, the least possible amount of water should be used for
cleaning wood.
Always dry-dust the surface first with an impregnated mop, or
vacuum-clean.
Then remove excess soiling by damp-dusting in case of small
articles and light damp-mopping for larger surfaces.
Wooden floor surfaces need to be buffed with a floor polisher two
times a week.
Spills and stains should be removed immediately from wood
surfaces so that they are not absorbed into the surface.
Cork should only be dusted or vacuumed daily.
Brass-The methods for cleaning are:

To clean brass articles, remove surface dirt with a duster and
rub the article with a paste made of white flour, salt, and
vinegar in equal parts.
This will remove mild tarnish. Make sure to rub away all the
mixture.
Corroded brass should be treated with a spirit of salt
(hydrochloric acid) and then rinsed thoroughly.
Polish with Brasso, using damp rags or cotton
A long-term hard-metal polish can also be used on brass.
Plastic-Maintaining and Care Plastics:-
 Dusting
 Light soiling can be removed by wiping with warm synthetic
detergent, followed by rinsing, drying & buffing
 The textured surface may need scrubbing with a soft brush
 Stains can be removed by rubbing with a clean cloth soaked in
methylated spirit
 Small items may be soaked in hypochlorite bleach.
Floor-There are different types of floor cleaning machines which are

designed for scrubbing, buffing, burnishing, scarifying and spray
maintenance.

Mopping: Floors should be mopped daily with a damp mop or with a
chemically treated dust mop. Mop heads come with a variety of natural
or synthetic fibres (Types of Mops ).
New mop heads should be soaked in water for 1 hrs and the mop heads
should be rotated so that they can be cleaned and dried after each use.
Scrubbing: Requires a stiff scrubbing brush or pad fitted to a rotary floor

cleaning machine, The bristle tips of a brush or the surface of a pad
scrape and cut the dirt to remove it with a circular motion.
Burnishing (Polishing): This new kind of floor cleaning method which is

similar to buffing but here it's is a dry method without any use of any
polish spray. Additionally the speed in which the rotary floor cleaning
machine head is set to spin faster for burnishing.
Buffing: Usually followed after scrubbing or burnishing, Buffing involves

spraying the floor with a polishing solution and buffing the floor with a
rotary floor machine. Latest rotary cleaning machines have an ability of
spraying the polishing solution as well as buff the floor.
While buffing the bristle tips of a brush or the surface of a pad create a
high-gloss finish on the floor surface. In case of a surface on which a
polish has been applied, it will involve generation of a local heat to
harden waxes and resins.
Scarifying: Scarifying is a floor cleaning method by which the thick layer

of soil is removed by breaking up the surface of the topsoil by a chisel
like action of a wire brush cutting tool.
The bristle tips or edge of a cutting tool, cut into impacted soiling and
remove it by means of a chisel-like action.
Spray cleaning : This is similar to spray cleaning, but the term is applied to the
maintenance of floors where a buffable or semi-buffable polish has been
applied and the bristle tips of a brush or the surface of a pad remove both
soiling and the surface layer of polish to leave a smooth, glossy surface.
Leather-Leather is made from the skins of various animals. It is one of

the most durable and versatile of all natural materials.The skins are
treated in various ways to give different varieties of leather, ranging from
the soft, flexible types to tougher types. Leather can be dyed in a variety
of colours and is used for belts, shoes, gloves, purses, wallets, luggage,
upholstery, desktops, and book bindings.
The method used for cleaning:
General cleaning of leather involves daily dusting or suction cleaning.
In case of soiling, wipe the leather with a soft cloth wrung out of warm
water and mild synthetic detergent.
Follow with a damp-dusting with clean water and then dry thoroughly.
Occasionally leather may be polished with a good furniture polish cream
to keep it supple.
Solvents should not be used on leather as they will stiffen it.
Glossary Terms
SEMESTER 2 INDEX- THEORY

Sr. DATE TOPICS PAGE
No. NO.
1 BEDS AND BEDDING
2 SAFETY AND SECURITY
3 KEY AND ITS CONTROL
4 FLOORS/FLOOR COVERINGS
5 WALL COVERINGS
6 CLEANING ORGANISATION AND PERIODIC

CLEANING AND SPECIAL CLEANING
7 GUEST ROOM CLEANING AND INSPECTION
STANDARD SUPPLIES IN A GUEST ROOM
8 PUBLIC AREA CLEANING
9 GUEST HANDLING
1. BEDS AND BEDDING
Construction of a bed which includes short notes on-

1. Frame- On which the spring and the mattress rest this is usually a
rectangular metal or wooden framework, some have raised edges all
around so the mattress fits and does not move around.
 Platform/box frame – usually made from wood. Support the
mattress on a platform or box. Platform frames are raised off the
floor by legs but box frames lie tight to the floor.
 Metal frame – consist of four lengths of angle iron with metal legs
attached to each corner .The metal legs have castor
wheels/furniture glides attached to them
2. Mattress- It lies on top of springs and provides extra padding.
spring, continuous – spring.
 A pocket sprung mattress is quite simply the best mattress
available. In these mattresses, the springs are sewn into individual
fabric pockets. The fabric surrounding the spring functions like a
shock absorber, increasing the firmness of the mattress and
reducing bounce, which increases comfort.
 Latex or foam – rubber- Latex mattresses explained. Here your
one-stop shop for everything you need to know about latex
mattresses. Latex is a natural milk taken from the rubber tree
which when converted into a foam provides superior comfort and
durability. Premier latex foam mattress material also commands a
premium price.
 Solid – stuffed- A material made from latex or polyurethane, foam

features thousands of tiny pockets of air. Mattresses commonly
use soft foam for top comfort layers and dense foam for solid core
support systems.
 Plastic- This is made from polyethylene and vinyl foam they are
non-absorbent and resistant to attack by moths or other pests, for
use in hotels it should be treated with fire retardant finish sinces
the product toxic fumes catching fire.
.
 Water- A soft-sided waterbed consists of a water-containing
mattress inside of a rectangular frame of sturdy foam, zippered
inside a fabric casing, which sits on a platform. It looks like a
conventional bed and is designed to fit existing bedroom
furniture.
3. Footboard- It is lower in height than a headboard and is made of wood

or metal. They are usually the same material as headboards.
4. HeadBoard- made of painted/ varnished wood or upholstered. In hotels,
they are usually mounted on the walls behind the beds and not on the
frames. They are usually made to match the other items of furniture in
the room and the theme. They protect the wall from greasy stains that
can develop on the walls due to guests head
5. Base- may be made of open/coiled springs or wood strips that provide
additional support & suspension to the mattress. Springs are added to
the base to increase the life of a bed. Wire springs and coils are attached
together and covered with padding. There are four types of springs
 Box spring – made of heavy gauge steel. They are mounted on a
wood frame and covered with a pad. They act as shock absorbers,
cushioning the weight and movement of the sleeper
 Metal coil spring – Springs are attached in two layers. The bottom
layer of springs is tightly coiled for support and the top springs are
loosely coiled for flexibility.
 Flat bed spring – there are strips of metal attached lengthwise to a
frame and small coils with hooks at both ends. Flat bed springs are
normally found on rollaway beds.
 Stretched spring – highly coiled springs attached on one side to
the frame and resilient thick metal wires on the other. The wires
criss cross each other and cover the middle of the frame, with the
springs lying on the sides.
What is bedding?
Write short notes on the following –
Pillow-Pillow Slips will be made of the same
material as the bed sheets
Pillow consist of various fillings,
covered with a strong closely woven
material, ticking, which was formerly
striped.
Fillings of Pillows are: Down, Small
feathers, Rubber or Plastic foam,
Synthetic fibres, Kapok.
Bolsters- Bolsters are elongated pillow which

stretch the width used on divans ,settees, sometime on beds but
now
they are not used on bed
They act as a support to the arm.
Blankets-These are available in different sizes

to fit all standard beds.
• Wool blankets are soft, warm, and
wear well
• It should be light weight for comfort
• Colour varies from hotel to hotel
• Some prefer light colour so the guest
may be impressed by the hotel
standard of cleanliness
• Other use brown or other dark colour
so that maintenance is easier.
• They are little shorter than sheets
Wool, wool/ cotton, wool/ rayon
Eiderdowns are filled with down
which strictly should be from eider
duck due to expenses they are often filled with curled feathers, man
made fibres or other materials
Duvets-Duvet are continental quilt give

warmth without excessive weight,
Filled with down or synthetic fibres
• They are used with bottom sheets only
and to avoid getting dirty very
frequently used on top of sheets.
Quilts- It is a bed coverlet of two layers of cloth filled with padding

(such as down or batting) held in place by ties or stitched designs.
Write short notes on Soft Furnishing

Soft furnishing includes curtains, loose cover, cushions, bedspread
etc. & they contribute greatly to the appearance of the room, by
bringing to its color, pattern & texture. Some articles give protection
& some in addition in warmth & comfort. Here in this article we will
discuss about Types soft furnishings, Care & cleaning of Curtains,
Blinds, Loose covers, Cushions, Soft furnishing fabrics, Soft furnishing
materials etc.
Textiles, frequently referred to as soft furnishings, are fabrics used in
the home. They include items frequently classified as linens, such as
bath and dish towels, table linens, shower curtains, and bathroom
ensembles. Related items include sheets, pillowcases, mattresses,
blankets, comforters, and bedspreads.
The furnishings of a room or house are the furniture, curtains,
carpets, and decorations such as pictures. To enable rental increases,
you have to have luxurious furnishings.
Paste Pictures Of the Beddings and Soft Furnishings
Write shorts notes -
1. Curtains-These can soften the stark lines of modern furniture and
transform stools, chairs, and sofas into comfortable seating They are the
ideal type of furnishings to introduce colour, pattern, and texture into an
Otherwise plainly furnished room Some may be used as backrests in
chairs. They may be made into wide range of sizes and shapes Feather
mixtures
These are used as filling for the best-quality readymade cushions;
Feathers retain their resilience almost indefinitely.

The various mixtures used are:-
a. Goose and duck down is the most expensive type of cushion
filling. It is also the softest, more resilient, and it is bulky for its
weight makes the lightest cushion. A feather down mixture is less
expensive, but heavier than pure down. A cushion with this filing
is not as soft as an all-down cushion. Goose and duck feathers do
not have as much bulk as down and therefore more feathers
are needed to fill a cushion, resulting in a heavier cushion. Chicken
feathers are the cheapest type of feather filling they are usually
curled to increase their bulk and resilience. Kapok Obtained from
the silk-cotton tree, kapok is cheap, soft, and resilient. Its
disadvantage is that it tends to become lumpy (heavier) in time. It
should only be used for decorative cushions and not for hard
wear, since it deteriorates on washing or dry-cleaning. Fiber filling
A polyester fiber is often used for cushion fillings as it is light,
resilient. Non allergenic, non- absorbent and completely
washable
b. Polystyrene beads : these are mainly used for large cushions. They
are packed fairly loosely in the cushion, But compress under
weight and so make a filling firm enough to sit on and comfortable
enough to lie on Foam crumbs and chips :these make the
cheapest commercial filling and are easily laundered. However
they give a very lumpy finish to the cushion. Whole foam This is
widely used in cushions because it is comfortable and easy to use,
inexpensive, non allergic and long-lasting. Foam can be made into
many shapes and can be molded according to the furniture as well
Two types of foam used are latex foam, made from natural and
synthetic rubber and polyurethane foam made from plastic.

c. Latex foam is the more expensive of the two and more resilient.
Both foam eventually break down if exposed to sunlight. Hence
they should always be covered with fabric.
2. Valances and Swags-Valances are gathered or pleated fabrics draped

across the top of a window or covering a shaped Form placed above it.
They conceal the curtain tops and rods from which the curtains hang
Swags are decorative drapes meant to hide the curtain headings
Valances and swags should be vacuum cleaned well
 Valance Valance is a form of window treatments that cover the

uppermost part of the window and can be hung alone or paired with
window blinds or curtains. They should never exceed one-sixth of the
height of the window and should be about 10-12 inches in depth. Used
in kitchen
 Swags and cascades Swags are decorative drapery treatments meant to
hide the curtain headings and usually taper to be a cascade.
 Cornices are box-like shapes used at the top horizontal portion of the
drapery treatment to hide the poles and other hardware. The width of
cornices should be little less than one-eighth of the overall length of the
floor length drapery. They should be made of wood, plastic or mirrored
glass. Wooden cornices are the most frequently used. Wooden cornices
are finished with paint or polish as per the room's decor. Sometimes the
covering is edged in brass nails
3. Blinds Shades, Shutters and Screens-Shutters are made up of moveable

wooden slats fixed in a wooden frame. Shutters provide privacy to an
extent and light control. The initial cost is high but it lasts indefinitely or
highly durable Shoji screens. There are two types of screens which are
used very commonly. Shoji screens-Window screens Shoji screens are
made from hardboard panels (fibreboard) with cut out panels of fabric
stretched across the wooden frame. Originally such shades are made
from rice paper mounted on a wooden frame coated with black lacquer.
Such types of shades are now available in translucent plastic material.
Ex(See through)
WINDOW SCREEN- Window screens are commonly called as insect screens or
bug screens. The mesh is either made out of metal, fibreglass, plastic or other
synthetic materials the mesh is then stretched in a frame of wood or
aluminium to cover the opening of the window. Such a type of screen is
primarily used to keep away an insect, leaves, debris, birds, and other animals
from entering a building while permitting fresh air-flow.
Glossary Terms
2. SAFETY AND SECURITY
 Differentiate between Safety and Security
Definition Aspect
One of the primary differences between the two terms is their definition.
Security refers to the protection of individuals, organizations, and properties
against external threats that are likely to cause harm. It is clear that security is
generally focused on ensuring that external factors do not cause trouble or
unwelcome situations to the organization, individuals, and the properties
within the premises.
On the other hand, safety is the feeling of being protected from the factors
that cause harm. It is also important to highlight that an individual who
controls the risk causing factors has the feeling of being safe.
Emotional Aspect
The second difference is that the feeling of being safe is an emotional aspect
while security has to do with the physical aspect. An individual feels safe when
he or she is embraced by the loved ones which means that his or her
emotional safety has been taken care of.
On the other hand, the aspect of security comes with physical aspects like tall
walls that are protecting an individual from external threats. In addition, an
individual has a sense of security if he or she has a physical weapon like a gun
that can be used to deal with external threats.
External Versus Internal
It is important to highlight that security is mostly an external affair while safety
is an internal aspect. People looking for security ensure that they are highly
protected against external factors that are likely to harm them. On the other
hand, an individual within the organization might cause the essence of lacking
safety or a party might make himself or herself not feel safe.
However, they are not concerned with the internal aspects. A person might
have a large security force but may be feeling the absence of safety, especially
if he or she does not have peace with personal being.
Deliberate and Unintended
The other notable difference between security and safety is that security is the
protection against deliberate threats while safety is the aspect of being secure
against unintended threats. People and properties are usually protected
against deliberate threats that are caused by criminals who have the intention
to sabotage the operations of the company, steal resources of the
organization, or harm an individual.
 Concept and importance of Safety

The term safety is used with reference to freedom from Disasters Emergency
Fire prevention
Three E’s of Safety
 Safety education It can be implemented if the staff are trained to think
and safely at work. The best time to train about safety is during the
induction time. So, the best idea can be put into practice and praised.
 Safety engineering This involves the building in of safety features to the
structure of establishment such as1. Equipment 2. Furniture’s 3. Fittings
For their proper arrangements within the space.
 Safety rule and enforcement The rules when it is not implemented or
enforced will not be effective. It is not enough to know about the safety
theme and procedure but more important to motivate the people to put
their knowledge gained from practice.
Occupational safety and hazards standards
Standard universal laws on occupational safety and health (0sh) do not exist
because of differences in local values and cultures. Therefore different
countries have developed their own standards on occupational health and
safety management systems (0shms) . The main emphasis of the system is on
classifying work activities, identifying hazards, determining risks, deciding if a
given level of risk is tolerable, and preparing risk control action plans.
Make the format of the Lost and Found slip

 Lost and found meaning
Any article left behind by the guest in the check out room or public area is
considered a lost and found article. The lost and found article is divided into
three parts perishables, non valuable & valuable-
Valuable items: One separate Register is maintained for Valuable lost and
found items and the items are kept in a safe Deposit Locker. Valuable items are
kept for a period of six months (as per the hotel policy), If there is no response
from the guest, an auction to be conducted.
Non valuable items: These category items are kept for three months in safe
custody after making necessary entries. If there is no response from the loser
till the time, these items are to be disposed of. E.g.: To be distributed to the
finder.
Perishable items: Perishable nature lost and found items are kept for one day.
In case of any quarry and need to keep further is to be done accordingly.
 Classification and procedure

The items in the lost and found can be classified as-
Valuable items: One separate Register is maintained for Valuable lost and
found items and the items are kept in a safe Deposit Locker. Valuable items are
kept for a period of six months (as per the hotel policy), If there is no response
from the guest, an auction to be conducted.
Non valuable items: These category items are kept for three months in safe
custody after making necessary entries. If there is no response from the looser
till the time, these items are to be disposed of. E.g.: To be distributed to the
finder.
Perishable items: Perishable nature lost and found items are kept for one day.
In case of any quarry and need to keep further is to be done accordingly.
Procedure followed-
 An item left behind by guests either in the room or in a public area

identified by any staff and brought under the notice of Housekeeping is
termed as “Lost and Found” item.
 There should be one dedicated location to receive lost and found items
whether it is found in guestrooms, meeting rooms, public areas or
restaurants.
 The lost items must be secured in a locked closet or area that has highly
restricted access.
 Employees are instructed to bring items to lost and found areas, with
valuables receiving immediate attention.
 All items received to be recorded in a lost and found register.
 All items regardless whether it is valuable, non valuable items and
perishable items must be recorded on the Lost and found register.
 Items should be put in a plastic bag noting the serial number from the
register, place found, date, name of the person found the item etc.
 Valuable items like Jewellery, mobile, wallets, laptops, ipads etc. must
be stored in a locker.
 If the Property management system has Auto trace functionality then
put a trace on the guest profile stating that there is a lost item held with
the housekeeping department.
 Send Email to the guest to notify the guest about the lost item ( as per
the hotel policy )
 When a guest calls up the hotel to ask about the lost item, only the
person who maintains the lost and found register should revert to the
call.
 Once the item is sent to the guest / collected by the guest authorized
person an appropriate entry to be made on the system.
Draw the Fire triangle

 Fire triangle,classification of fire, A,B,C, D and K. Ways of
extinguishing the different fire types.
Oxygen, heat, and fuel are frequently referred to as the "fire triangle."
Add in the fourth element, the chemical reaction, and you actually
have a fire "tetrahedron." The important thing to remember is: take
any of these four things away, and you will not have a fire or the fire
will be extinguished.
TYPES OF FIRE
 Class A:- these are fires with trash, wood, paper or other ordinary
combustible materials as their fuel source eg;
1.Trash Wood Paper
2. Liquids Grease
 Class B : these are fires with flammable or combustible liquids as their
fuel source eg:
1.Gasoline oil
2. other solvents
 Class C: these are fires involving electrical equipment eg:
computers fax machine other energized electrical equipment
 Class D:- these are fires with certain ignitable metals as the fuel source
eg:
magnesium sodium potassium titanium
 Class K : - Fires involving combustible oils, lards and fats in commercial
cooking.
Fire Extinguisher Types

PRESSURIZED WATER
• Class “A” fires only
2.5 gal. water (up to 1 minute discharge time)
Has pressure gauge to allow visual capacity check
30-40 ft. maximum effective range
Can be started and stopped as necessary
Extinguishes by cooling burning material below the
ignition point
• Class “B” or “C” fires
2.5-100 lb. of CO2 (8-30 seconds discharge
time) Has NO pressure gauge--capacity
verified by weight 3-8 ft. maximum effective
range
Extinguishes by smothering burning materials
Effectiveness decreases as the temperature of
burning material increases.
MULTIPURPOSE DRY CHEMICAL
Class “A”, “B”, or “C” fires
2.5-20 lb. dry chemical (ammonium phosphate) ( 8-25 seconds
discharge time) Has pressure gauge to allow visual capacity
check
5-20 ft. maximum effective range
Extinguishes by smothering burning materials.
 Fire-fighting equipments
Staff should be trained in operating the fire- fighting
equipment. Types of fire-fighting equipment vary from simple
ones such as buckets of sand and water,fire blankets, and hose
reels to more complex fire extinguishers. Water buckets
should be constantly checked for adequate water levels and
sand buckets should be kept dry. Water should not be used in
case of fire
offires involving electricity.
Draw the parts of the fire extinguisher

 What is First aid and common first aid practices for Burns and
Accidents
First aid is a basic medical care given in good faith to a sick or

injured person to maintain life until professional medical care
becomes available and takes over
Principles of first aid
THE DO’’S IN FIRST AID: -
Act calmly and logically
Be in control of both him and herself
Be and gentle but firm
Never leave the causality alone
Continuously reassess the casualty
Never separate a child from its parents or guardian

Send the casualty to a hospital or doctor by the quickest means of
transport Always inform the police of such serious accidents
Inform the relatives of casualty
DO NEVER IN FIRST AID
Not to touch a wound with your fingers or any instrument
Do not allow the bleeding to go unchecked
Never allow a crowd to gather around casualty
Don’t move a patient unnecessarily
Never take clothing of casualty unnecessarily
Don’t fail to give artificial respiration when needed.
Try not to wash wound
Start immediate lifesaving interventions:
Open the airway
Support breathing
Give CPR
Control bleeding
Positioning the casualty
Call for emergency help
ASSESSMENT OF THE CASUALTY AND CARDIAC
RESUSCITATION CPR
Make that everyone involved in the incident is safe

Check for a response by gently shaking the shoulders and speaking
loudly
IF THE CASUALTY RESPONDS
Leave the casualty in the position found.
Try to determine the problem Call for emergency help if needed
Reassess the vital signs regularly until help arrives
IF THE CASUALTY DOES NOT RESPOND
Check for breathing
Shout for help if your alone
Place one hand on the forehead and gently tilt the head back Place the
other hand on the point of the casualty, chin and lift the chin Keeping the
airway open, look, listen and feel for breathing
IF THE CASUALTY BREATHING NORMALLY
Send or go for help
Reassess the vital signs regularly until help arrives or the casualty recovers
Glossary Terms
Draw the format of the key control register

3. KEY AND ITS CONTROL
List down the various types of keys-

1. Emergency Key- Open all doors in the property even the doors which are
double locked by guests.
2. Master Key-Open all the doors of a guest room which are not double
locked.
3. Grand Master key-Opens all the guest rooms as well as housekeeping

storage rooms. For example linen room, laundry rooms. It is usually kept
under lock and key is kept in the front office.
4. Pass Master key- It is a skeleton key (also known as a pass key) is a
master key often used by locksmiths, that will open any lock in the set of
locks for which it is made.
5. Guest Room key-A room key is a key given to a guest in a hotel in order
to open or lock the door of their room.
6. Supply Key- It is a key kept under lock and key either at Housekeeping or
at the front desk of a hotel.
7. Card Key-A keycard is a reusable RFID (Radio-Frequency Identification)

chip based access card provided to every guest arriving at the hotel. The
keycards are fed with the guest information collected during check-in
such as room information, length of stay, check-out date and time.
Glossary Terms
Flooring pictures
4. FLOORINGS/FLOOR COVERINGS
List down the various types of Floorings and floor coverings with
each ones care ,maintenances and uses–
1. HARD-
a. Wood-Wood finishes of good quality are among the most beautiful
flooring, provided the variety of wood and size of the unit are chosen for
effect. As floorings are to be laid bare and are subject to tremendous
wear and tear, only hard wood must be used. Strip wood flooring
A strip wood flooring consists of lengths of narrow strips (under
4”wide) of hard wood of good appearance. E.g. Maple. The boards
are fixed to joists or to timber insets in concrete. This construction
together with the length of strips, gives the floor it’s resilience
properties and makes it suitable for dance floors. A sprung floor has
springs under the joists to increase the resilience.
Wood block flooring

A wood block flooring consists of rectangular blocks (e.g. 9”x3”or
12”x2”) laid with an adhesive on a level concrete base. Blocks are
generally laid to form a pattern. Wood used is generally oak, teak,
jarrah, missanda, etc. When used in linen rooms, store rooms or staff
halls, it is chosen for its durability and insulation rather than for their
appearance.
Parquet flooring
In appearance parquet flooring resembles wood block flooring. It also
consists of rectangular pieces of wood but the blocks are much
thinner (less than 3/8”in thickness) and are pinned and glued to a
wooden subfloor, often in a herringbone pattern. It is used in foyers
and lounges in conjunction with rugs. Cheaper parquet flooring may
only have a veneer of a good quality wood on the surface and thus
form a much less hard wearing surface.
Wood mosaics
Wood mosaics are generally made up in panels (18”sq formed of four
½”squares in basket pattern). It is backed with felt or aluminium. It is
laid directly on concrete with an adhesive or as an overlay on an
existing floor.
Advantages of wooden floorings: -

1. Available in varying colours and grains
2. Give a good appearance when used in strips or parquet.
3. Hardwearing and does not require frequent repairs.
4. Surface can be sanded and the fresh surface exposed. Very good
as a heat insulator.
b. Stone-
Granolithic
Granolithic is a hard floor finish of graded granite chips set in cement. It
is used for basement corridors, storerooms, stairways and laundry. It is usually
laid in tile form.
Terrazzo
This is also a hard floor finish, consisting of a mixture of marble and
other decorative chipping set in fine cement that can be coloured. Marble is a
rock (limestone) mainly found in Italy, and maybe white, black, green or
brown. When used as a flooring it is laid in slabs. Marble is very expensive;
terrazzo being only chips of marble is much cheaper. To prevent slipperiness
self-polishing emulsions are applied. Terrazzo is used in foyers, cloakrooms and
kitchens.
Advantages of granolithic and terrazzo floorings: -

1. Removable precast slabs can be made to cover service pipes for ease of
maintenance.
2. Coven edges facilitate cleaning.
3. Not affected by water and may have a drain incorporated.
4. Very durable.
5. They are vermin proof, impervious to dry rot, and fire resistant.
6. Cleaning is relatively easy
7. Initial cost of granolithic is lower than terrazzo.
8.
Disadvantages: -
1. Hard and noisy
2. Cold in appearance
3. Terrazzo is slippery when wet.
4. Cracks may appear.
5. Granolithic will chip, especially on stairs. In terrazzo, marble chipping may
become loose.
6. Acids and strong alkalis adversely affect terrazzo.
Care and cleaning: -

1. Clean regularly
2. Avoid strong alkalis on terrazzo.
3. Attend to cracks and loose chipping immediately.
Magnesite
Magnesite flooring consists of wood floor and other fillers mixed with
burnt magnesite, and laid on site (on the spot) or in the form of small blocks.
This finish is extremely porous and washing should be avoided as much as
possible. It may be sealed and /or polished to prevent the penetration of water
and dirt, but then it becomes very slippery.
Advantages: -
1. Moderately warm
2. Good appearance
3. Cleaning is relatively easy
4. Initial cost is low
Disadvantages: -
1. Hard and rather noisy
2. Little choice of colour
3. Becomes slippery when polished
4. Easily harmed by water, acids, alkalis and abrasives.

1. Clean regularly
2. Avoid frequent washing
Bitumastic
This is a type of asphalt rolled on to a solid subfloor, in a hot plastic
state. Conventionally found in black, red or brown colours only, it may have
other colours rolled in, or surface maybe painted. It is used mainly in
bathrooms to protect the floor from dampness.
Advantages: -
1. Coven edges facilitate cleaning
2. Not affected by water and may have a drain incorporated.
3. Very durable.
4. It is vermin proof and impervious to dry rot.
5. Initial cost is low.
6. Non-slippery.
Disadvantages: -
1. Poor appearance
2. Dents with heavy weight
3. Softens to heat
4. Harmed by spirits, oils and acids.

c. Clean regularly
d. Use special floor paint to restore colour whenever necessary
e. Tiles
2. SOFT-
f. Carpets- Consist of a backing and a surface pile.
The backing may be jute, nylon or polyester.
The pile may be of wool, cotton, nylon or polyester.
Used for their appearance, warmth, safety factor and sound
insulation.
Care and Maintenance-

 Regular maintenance program since they are easily damaged
 Do not drag anything on a carpet
 New carpets should be lightly cleaned with a hand brush or a
carpet sweeper. Trim off loose tufts
 Vacuum clean daily.
 Periodic cleaning includes shampooing , hot water extraction or
dry powdering
 Shampooing – Shampoos can be of two types Liquid and dry foam.
Liquid shampoos produce very little foam but tend to leave a
residue that traps dirt making it necessary to clean carpets
frequently. Dry foam shampoos are also liquid but leave a dry
foam on the surface of the carpet after application – hence the
name dry foam. The foam loosens and lifts out the dirt, holding it
on the surface of the carpet pile until it can be removed by dry
suction. Dry foam shampoos contain some solvent in addition to
the detergent to assist in the removal of greasy soil. They also
take less time to dry
 Hot water extraction: done by a hot water extraction machine
that injects a non foaming shampoo solution at high pressure
through the carpet. Simultaneously it extracts the solution and
soil.
 Dry powdering: A powder containing absorbents (sawdust),
solvents & drying agents is sprinkled on the carpet & left for 15 to
20 minutes. The powder absorbs the grease & dirt & latter
vacuum cleaned
g. Rugs-Rugs may be used on floors where wall-to-wall carpeting is not
advisable. In heavy traffic areas, rugs can be turned over to neutralize
wear and tear. They can be rolled and removed for cleaning and
modifications in arrangement. Rugs may be used to control noise
and add colour or pattern to the floor. They are made of cotton,
wool or blended with synthetic material. Special rugs may be
constructed according to the requirement. Finishing around the rugs
is essential to prevent accidents. Turned up covers must be avoided.
Matting is used in corridors, building entrances around swimming
pools and outdoors to prevent heavy soiling and provide noise
control in the area coir, cotton and filtered fibres are most common.
3. RESILIENT-
h. PVC-
i. Linoleum-Composition: Mixture of powdered cork, resin, linseed oil, &
pigments of it on jute canvas. Made to heat & pressure.
Polished very often.
Dents easily & damaged by alkali’s
Damp mopping is done using mild detergents.
Further preservation adds baby oil in a small amount to the mop
water.
Cleaning-
Daily cleaning – Sweep and Damp Mop / Vacuum cleaning
Periodic cleaning – Soft scrubbing with Neutral detergent lather.
Rinse with a damp mop. Polish. If it is a sealed flooring use a self
shine polish occasionally
For rubber, floorings wash only when dirty and don’t over-wet
Flooring Pictures
Wall Covering Pictures
5. WALL COVERINGS
List down the various types of wall covering with short description
of each of them and their uses –
1. Paint-
Paint is made up of pigments and oil or water- based binder. Paint can be
used for identification, emphasis of hazards and danger and to maintain
hygiene as paint facilitates easy cleaning
⚫ Paint is cheap, easily applied and cleaned
⚫ It gives textural and multi-colour effects
Type of paint
⚫ Emulsion
1. These paints consist of synthetic resins and dyes dispersed in water,
when dried they form tough, washable and wear resistant films. They
are alkali resistant and are suitable for new, damp plastered walls. They
have little odor and quick to dry and suitable for redecoration of guest
rooms
2. Vinyl matt emulsion gives a matt, non-shiny finish
3. Vinyl satin emulsion gives a subtle, soft- sheen finish & more durable
then matt
4. Vinyl silk emulsion gives a high sheen finish & most durable then all
⚫ Alkyd
These are made up of synthetic resins called alkyds, which are
widely used in the manufacture of paint and varnishes, vegetable
oils (linseed oil) & mineral spirit as the solvent. They are easy to
apply and are durable. They are available in glass, silk and flat finish,
Used in those places that are subjected to heavy wear.
⚫ Multicolor
These uniquely decorative paints consist of individual flecks of
different colors, subtly blended to achieve the natural appearance of
such materials as granite, cork, leather and stone. It is a dispersion
of cellulose colors in water.
⚫ Textured or plastic: -These are usually plaster based (limestone, sand,
water). They give a textured finish to the surface. After the paints is
applied it is worked upon by using combs, palette knives etc.
⚫ Micro porous
They have a rubberized base and give only a slight gloss. They offer
elasticity, allowing the movement when the surface expands or
contracts
⚫ Primer
⚫ Undercoat
⚫ Anti- condensation
⚫ Radiator paint
⚫ Fire retardant
⚫ Bituminous
2. Wall Paper- Wallpaper is obtained in various sizes. The price varies
depending on the design & quality of the materials used.
⚫ It has a smooth or textured effect
⚫ Various pattern such as floral, geometric, striped, abstract etc
are available
⚫ The choice depends on the aspect, light, size and use of the
room
3. Wooden Panels- Nature of wood paneling

⚫ very hard
⚫ Well-seasoned
⚫ Decorative in appearance
⚫ Sound insulation
⚫ May be used to cover a wall completely or form a dado
⚫ Insulation against heat
⚫ Gives a warm and elegant feeling
⚫ Wood paneling may be solid or veneered
Wood paneling lasts for years with little maintenance if proper
precaution are taken against woodworm
Glass wall covering / Mirror
⚫ It usually used in the form of a mirror, which reflects light

⚫ It can make a room or corridor appear larger
4. Fabric Wall Covering- it is possible to cover the wall surface with any
fabric and it’s durability will depend on the type of fiber and the weave
used during its manufacture. Fabrics used as wall coverings can be
divided into two categories – Woven fabrics, e.g. hessian (used as
wallpaper). Hangings, e.g. tapestries, oriental carpets, drape. Fabrics
chosen should not be liable to sag, buckle or stretch when hung
permanently on the wall and should not collect excessive dust or
dirt.Wild silk or other beautiful fabric maybe padded for heat and sound
insulation but silks and tapestries are expensive, and thus found only in
luxurious establishments only. Hessian, linen and some acetate viscose
fabrics are cheaper and used more extensively. Fabrics are subject to
attack by moths and mildew, hence proper proofing should be done .
5. Glass Wall covering- Glass can be used in the form of decorative tiles,
mosaics, bricks or full sheets. Glass bricks allow light to pass through the
wall itself. Coloured opaque glass sheets or tiles may be used in
bathrooms. Mirror tiles are used to reflect light and to alter the
apparent size of the room or corridor. Sometimes antique mirror tiles
are used to give a duller surface with lesser reflection. Large uniform
mirrors may be used to cover the whole wall like over a vanity unit, or
dressing table or on a corridor wall. A glassless mirror is also available
which is lighter (almost 1/5 the weight of the conventional mirror), does
th
not form mist and will not shatter if dropped. It consists of polyester
film, vacuum coated with aluminium and mounted on a flat frame.
6. Metal wall Covering- Metals may be used for their decorative and
hygienic qualities.
⚫ The metals normally used are copper, anodized aluminum and
stainless steel
⚫ Others – Linoleum, carpets, marble, granite
7. Mirror- Huge mirrors are used at points to cover and decorate the wall.
8. Ceramic- Ceramic tiles are one of the oldest and longest- lasting
flooring materials known.
⚫ Ceramic tiles are an appropriate choice for any floor but they are
especially well suited for such areas as bathrooms, kitchens, hallways,
⚫ Ceramic tiles can be used on the walls, especially in bathrooms and
kitchens
9. Cork- Cork tiles can be a beautiful and durable way to provide warmth
to a room. Cork tiles are a good alternative to wood and provide a
unique, eye-catching.
Wall covering Pictures
6. CLEANING ORGANISATION AND SPECIAL CLEANING
Different methods of cleaning- (Refer Hotel, Hostel and Hospital

Housekeeping)
1. Sweeping and dry mopping
Sweeping- Sweeping is done to collect dust when the floor surface is

too rough for a dust mop.Push brooms are used for large areas &
corn brooms are best for corners & tight spaces.A broom with a
long handle is most suitable ergonomically.Start the sweeping
process in the back corner of the room or area and away from the
door or exit.Use short, smooth strokes and sweep directly into a
long-handled dustpan without dissipating the dust.When using a
long-handled broom, use smooth strokes to sweep away from
yourself.It is important in sweeping to develop a rhythm and
‘bounce’ the push broom to avoid rolling the bristles under.Use the
broom to sweep dirt into a small pile.Pick up the dirt using a
dustpan before sweeping further.Empty the dirt from the dustpan
into the trash bag on your cart.Keep the head of the broom flat on
the floor at all times.
Dry mopping-This is the preferred way to remove dust, sand or grit

from the floor.If the dust and other substances are not removed
from the floor on a daily basis, they will continually scratch the
surface finish, diminishing its lustre, & will eventually penetrate
down to the floor itself.Dust- mopping is done with a dust control –
mop, that may or may not be impregnated with cleaning
solution.Using such a solution stops the dust from rising.While dust-
mopping, use figure of eight strokes & keep the mop head on the
floor at all times.Do not drag the mop straight backwards.On
finishing each figure of eight, swivel the mop around &, on the
return, pass & overlap the areas that have been wiped by about 8
inches.
2. Wet and damp mopping- It is used to remove spills & adhered soil that
was not removed during the dry removal process.Wet-mopping will
remove light to heavy soil from the floor surface, which could otherwise
become embedded in the surface or encapsulated in the seal or
finish.Before the floor can be wet- mopped it must be dust mopped.Add
neutral or mild alkaline detergent to mop water for wet-mopping.The
detergent used must be of the variety that needs no rinsing or else spray
diluted from spray bottle & mop with a damp mop.Mix the appropriate
cleaner with water in the mop bucket and apply it to the floor.If using
mop water, immerse the mop in the bucket & wring it out until it is only
damp.First, finish mopping near baseboards in smooth strokes.Then
mop the entire area with the figure- eight strokesThe water in the
bucket should be changed when it becomes dirty.A brush may be used
for stubborn spots & a squeegee should be used to help speed the
drying of the floor.Empty the mop bucket, rinse it with clean water and
hand it to dry.
3. Vacuuming-This is the basic & preparatory step to all other mechanized
procedures & should be performed regularly.Very often it must also be
repeated at end of these processes.The goal is to remove as much dry
soil as possible so that it does not spread, scratch the finish, or damage
the surface.Remove dirt from room corners and carpet edges.Plugin the
vacuum cleaning to an appropriate power point.Vacuum from one side
of the room to the other.Vacuuming with high filtration machines is the
most complete method of dry soil removal as it picks up, packages, &
removes soil without spreading it around.Wet vacuum cleaners are now
available, which help to mop water from floors as well.These are usually
dual- function machines that can be used for both wet & dry
work.Extraction machines for cleaning carpets also work on the principle
of suction.
4. Spray Cleaning- This process uses a 175- or 300-rpm (revolutions per

minute) floor machine & a soft pad or brush.The operator sprays a light
mist of a commercial cleaning preparation or detergent & a finishing
solution in front of the machine.As the machine goes over the area, soil,
scuffs, light scratches, & marks are removed & the shine is restored to
the surface.Vacuuming or dust-mopping is a follow-up step to remove
loosened dirt.
5. Dry and damp dusting-This is the most preferred way of cleaning in

hotels as surfaces can be wiped as well as dusted, removing any sticky or
dirty marks at the same time.A suitable lint-free cloth at the correct level
of dampness should be used so as to avoid leaving any smears.A Dusting
solution can be also used by spraying a small amount into the dust
cloth.Damp dusting should be avoided on all electrical and electronic
equipment.
6. Polishing-Apply the polish sparingly.Use cotton rags to apply polish & a

cloth for buffing.Use a soft brush for carved articles to get the polish into
crevices.Always use the polish appropriate for a particular surface. For
example use proprietary polishes for metals like Brasso, Silver, & so on-
should be used on these surfaces.
Frequency of cleaning –
1. Daily Cleaning-These are routine operations carried out on a day-
to-day basis by the staff of the housekeeping department. These
include regular servicing of guestrooms, cleaning of bathrooms
and toilets, suction- cleaning of floors and floor coverings, and so
on.
2. Periodic Cleaning-These are carried out on a monthly, quarterly (every

three months), half yearly or annual basis. Spring-cleaning is a special
type of periodic cleaning. Some of the usual periodic tasks in a hotel
include the shampooing of carpets, washing of walls, cleaning of
chandeliers, and stripping and polishing of floors. The higher the
standards required, the greater is the task carried out daily and greater
the amount of soiling, the greater the frequency which is carried out.
Guest Room cleaning -
Explain in brief the common room status-
1. Occupied Room(OCC)- A guest is currently occupied in the room
2. Departure Room-
3. Vacant Room(V) –The room is empty and has to be cleaned
4. Out of Service(OOS)-Rooms kept under out of service are not deducted
from the hotel inventory. This is a temporary blocking and reasons may be
bulb fuse, TV remote not working, Kettle not working etc. These rooms are
not assigned to the guest once these small maintenance issues are fixed
5. Out Of Order(OOO) -Rooms kept under out of order are not sellable and
these rooms are deducted from the hotel's inventory. A room may be out-
of-order for a variety of reasons, including the need for maintenance,
refurbishing and extensive cleaning etc.
7. PUBLIC AREA CLEANING
Understand the meaning of Public area and list the different areas
in the hotel -
Public areas are the common places and facilities accessible to in-house guests
and non-resident guests. Guests require common areas to meet, sit and carry
other activities. The place comes under the lobby, restaurants, bars, banquets,
and other Food and Beverage Outlets. Public area cleaning is the most
important and challenging task for hotel / hospitality housekeeping. Since most
of the public areas are highly traffic areas, housekeeping maintains a deep
cleaning schedule for those areas at night and regular cleaning and
maintenance during the day time.
Different areas in a hotel are-
a) Entrance– Guests get their 1st impression of the hotel from the entrance
lobby. Entrances which are not cleaned and maintained daily will become
unpleasant for the guest due to heavy traffic and exposure. The maintenance
and cleaning of the entrance and the door is important . So proper and daily
cleaning is required in these areas. Normally cleaning is done at night.
b) Lobbies- These are the common meeting points of the guest near the
reception. Many lobbies are carpeted while others are hard flooring. Floors in
the lobbies need to be cleaned frequently., since these are spaces where
guests interact., relax etc. Lobbies may have high ceilings and elaborate
chandeliers which are difficult to clean so it is cleaned at night. The daily
cleaning tasks involves
1. Public area cleaning of waste paper bins and ashtrays at

2. Flower arrangement should be done daily as a part of Public area
cleaning.
3. Glass surface and windows to be cleaned daily.
4. Doors and door knobs to be dusters and cleaned daily.
5. Any stain on the carpets and upholstery should be cleaned immediately.
6. Hard floors should be mopped regularly.
c) Front office- Housekeeping department is responsible for this Public area
cleaning and maintaining of the front office because the front office is the face
of the hotel. So daily cleaning of the department is required. Mopping of the
floor, dusting of the furniture and fixture and vacuuming of carpets are
essentials.
d) Elevators- Elevators must be cleaned at the time of day when it is least
used. The necessary boards indicating the cleaning is carried out must be
displayed promptly. Elevator doors are made of steel. The steel door shows
lots of grease marks from fingers easily. Elevators should be cleaned daily and
more through cleaning may be done on a periodic basis.
e) Staircase- Staircase should be cleaned when there is less traffic. While

cleaning the staircase care should be taken that dart and dust do not fall down
words.
f) Guest corridors- While cleaning of the corridors necessary boards indicating

the public area cleaning is carried on must be displayed prominently. Carpets
in the corridors should be vacuumed daily. The cleaning tasks of the guest
corridors are as follows
1. Carpets should be vacuumed regularly.

2. The wall skirting should be cleaned regularly.
3. Any finger marks on the walls should be cleaned immediately.
4. All the wall paintings should be dusted every day.
g) Banquet hall- Banquet hall mainly used for conferences, weddings exhibition
etc. So proper public area cleaning is required for this department. The
cleaning includes mopping of floor, vacuuming of the floor carpets regular
dusting of fixture and furniture are required.
h) Health club – Health club is another hotel facility provided to the guest to
exercise and work out. So proper cleaning of machines is required daily
because it is the busiest area. The cleaning tasks of the health club are as
follows
1. Proper dusting of equipment.
2. Damp dusting of furniture
3. Cleaning of glass and window panel.
4. Cleaning of carpet floor
5. Removing soil linens and replacing with the fresh linen for future use.
i) Swimming Pool- Regular Public area cleaning and disinfecting of swimming
pools is important for the point of hygiene. If it is not regularly cleaned,
swimming pools may become carriers of water borne disease.
8. GUEST HANDLING
VIP Guest categorization in hotels -

VIP1-Permanent guest, Gold Points Plus participant.A small plate of fruit or
mineral water, In assorted cookies of different kinds, A set of chocolates, small
plate with nuts and dried fruits popcorn and a bottle of local beer Matryoshka
Lapty
VIP2-Guests staying in the suites at the standard price (from the business suite
and above), the press, the corporate office, the hotel staff. A small plate with
fruit, assorted cookies of different kinds. In small plate with nuts and dried
fruits, berry mousse smoked ham, parmesan cheese United States souvenir,
beautifully packaged vodka
VIP3-Guests celebrating a honeymoon at the hotel Assorted praline,
strawberry and champagne
VIP4-Personal celebration: A cake. In Assorted praline, strawberry and
champagne
VIP5-Guests who need special attention (complaints, team leaders, denial of
settlement in the past), bottle of white wine
In A bottle of red wine,Champagne
I)fruit jelly, assorted nuts
VIP6-Celebrities, government delegations.A Ladies - fruit platter, dried fruits
and nuts, scarf In Gentlemen - smoked ham, Parmesan, white wine, a book
about Moscow
C-United States souvenir, beautifully packaged vodka
VIP7-Heads of State
A-A book about Moscow In Matryoshka
C-personal gift
VIP8-Guests from the owner/guests staying in the apartment
A-fruit platter, dried fruits and nutsIn Assorted praline, strawberry
C-United States souvenir, beautifully packaged vodka
Scanty Baggage -Guest has no luggage also known as Scanty

Baggage.

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INTERNATIONAL INSTITUTE OF HOTEL MANAGEMENT

AHMEDABAD . BANGALORE . BANGKOK . DELHI . HYDERABAD . KOLKATA .

NAME : NITANT JOSHI

COURSE : Accommodation Operation

7 CARE AND CLEANING OF DIFFERENT SURFACES

1. Meaning and Definition of Housekeeping

Meaning- Housekeeping is an operational department in a

Definition- Housekeeping is defined as the provision of a

Role of housekeeping department in the hotel industry

1. To achieve the maximum possible efficiency in ensuring

Explain the various sections of the Housekeeping department.

3. Assistant Manager/Housekeeping Manager-

 Be responsible for efficient and orderly management of cleaning,

 Issue floor keys to room attendants

5. Public area supervisor-

6. Night Supervisor, Evening shift supervisor-

7. Uniform Room supervisor-

8. Linen Room Attendant-

9. Control Desk Supervisor-

11.Tailors/Seamstress-Seamstresses design, alter, and repair articles of

Draw the organizational structure of a Medium Hotel

The executive housekeeper reports to the General Manager or the Resident

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

The assistant housekeeper reports to the executive housekeeper. In large

Be responsible for efficient and orderly management of cleaning, servicing and

4) Floor supervisor/Floor Housekeeper:-

Issue floor keys to room attendants

5) Public Area Supervisor:-

7) Linen Room Supervisor/ Linen Keeper:-

8) Uniform Room Supervisor:-

10) Uniform Room attendant:-

A uniform room attendant reports to a uniform room supervisor. His/her

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

13) Guest room attendant/ Room maids/ Chamber maids/GRA:-

14) Head House person:-

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

15) House persons:-

16) Tailors, seamstress and upholsterers:-

18) Head Gardener:-

He reports to the horticulturist and maintains landscaped areas and gardens in

21) Laundry Manager:-

22) Laundry Supervisor:-

He/she is in charge of the functioning of the laundry in the absence of a

23) Dry cleaner and washers:-

They are the staff of laundry who perform following duties;-

Spot stained fabrics before loading them into washing machines.

25) Valet/ Runners:-

The executive housekeeper reports to the General Manager or the Resident

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

The assistant housekeeper reports to the executive housekeeper. In large

Be responsible for efficient and orderly management of cleaning, servicing and

4) Floor supervisor/Floor Housekeeper:-

Issue floor keys to room attendants

5) Public Area Supervisor:-

7) Linen Room Supervisor/ Linen Keeper:-

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

8) Uniform Room Supervisor:-

10) Uniform Room attendant:-

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