HM02 – HOUSE KEEPING
SECTION – A
Q1. Meaning and Definition of Housekeeping?
Ans: A Provision of clean, comfortable and safe environment. Housekeeping is an operational department of the hotel. It is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and surroundings. the term housekeeping has diversified and has applied in various other areas such as hospitals, commercial enterprises and so on.The concept of housekeeping is not confine to the cleaning the house or area but to make it. More attractive, hygienic and comfortable. Housekeeping is a process of application of tools, techniques, methods and systems for ensuring perfection and achieving excellence in service quality in hospitality industry.
Q2. List out the Laundry equipment?
Ans: Clean linens and towels are crucial for providing excellent guest experience, and having the right laundry equipment can make a significant difference. Below are the types of laundry equipment used In hotel.
- Commercial Washing Machines.
- Dryer.
- Ironers.
- Folding machines.
- Stain Removal Machines.
- Dry Cleaning Machines.
- Spotting Table.
- Garment Steamer.
- Laundry Carts.
- Laundry Scales.
Q3.Differentiate between fiber and fabric?
Ans:
Fibre | Fabric |
Fiber can be obtained from either natural or synthetic sources. They serve as the foundation for the clothing. Textile fibers’ are the smallest fabric unit. The fiber is a single strand from which yarn is made by spinning the threads together or passing them through spinnerets. | A fabric is a network of single or multiple yarns. The structure is formed when yarns are weaved, knotted, or knitted together. The material has a variety of applications, including apparel, garments, home furnishings, and industry, among others. |
Fibers are classified into three types. Cotton, silk, wool, jute, and hemp are all natural fibres. | Fabrics are classified according to their manufacturing methods and patterns, for example. |
Manufactured (Semi-Synthetic): Rayon synthetic fibres include polyester, nylon, polypropylene, acrylic, and others. | Knitted fabrics include single jersey, pique, rib, interlock, and others. Chiffon, Satin, Denim, and other woven fabrics Non-woven fabrics are used in technical textiles, sanitary napkins, baby wipes, and wet wipes, among other applications. Printed fabrics, jacquards, and stripes |
Q4).Types of linen and their sizes?
Ans: The types of linen used in the hotel are as follows:
- Sheets
- Pillowcases
- Blanket
- Towels
- Table Lenin
Q5.Duties of GRA?
Ans: 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.
Q6. List out the records maintained at control desk
Ans: Register/ Reports maintained in housekeeping control desk are:
- Departure Register
- Expected Arrival Register
- Room Status ReportGuest Call Register
- Mini Bar and Laundry Posting Report
- Control Desk Checklist
- Missing Item Register Breakage Report
- Lost and Found Register
Q7.Duties of HOD of Housekeeping?
Ans: Duties and Responsibilities:
- Organize, supervise, and coordinate the work of housekeeping personnel on a day-to-day basis.
- Ensure excellence in housekeeping sanitation, safety, comfort, and aesthetics for hotel guests.
- Draw up duty rosters.
- Supervise the discipline and conduct of her staff.
- Assure proper communication within the department by conducting a regular meeting with all personnel.
- Hire new employees, warn employees when policies are violated, and discharge employees when necessary.
- Counsel employees on various duties and on work-related issues.
Q8. List out Mechanical Equipments in housekeeping?
Ans:Mechanical equipment is Floor maintenance machine (scrubbing and polishing machines). These are designed for scrubbing, buffing, and burnishing, scarifying and spray maintenance.
- Scrubbing
- Buffing
- Burnishing
- Scarifying
- Spray cleaning
- Wet-extraction systems
Q9.Types of linen and their sizes?
Ans: Size purchasing linen of the correct size is extremely important as wrong sizes can affect the appearance and even hamper operations.
STANDARD SIZES OF LINEN ITEMS
Sheets:
- Single 78” x 108” (203 cm. x 274 cm.)
- Double 90” x 108” (224 cm. x 274cm.)
- King size 117” x 108”(295 cm. x 274 cm.)
Pillowcases:
- Standard 20” x 30” (50 cm. x 75 cm.)
- King size 20” x 40” (50 cm. x 100 cm.)
Blanket:
- Single 70” x 100” (175 cm. x 250 cm.)
- Double 90” x 100” (228 cm. x 250 cm.)
- King size 116” x 100”(290 cm. x 250 cm.)
Towels:
- Bath sheets/Bath Blankets 40” x 70” (100 cm. x 178 cm.)
- Bath Towels 30” x 54” (76 cm. x 137 cm.)
- Medium-sized Towels 22” x 40” (56 cm. x 100 cm.)
- Hand Towels 15” x 24” (38 cm. x 60 cm.)
- Face Towels 10” square (26 cm. square)
- Roller Towels 18” (45 cm.) width in huckaback
- Bath Mat 24” x 36” (60 cm. x 92 cm.)
Q10) Write about classification of a stain?
Ans: Stains may be classified into different groups and the single stain can be grouped into more than one class. The various classes of the stains are as follows:
- Animal Stains -These are caused by animal products such as blood, eggs, milk, meat etc.
- Vegetable Stains – These stains are caused by the plant product, like tea, coffee, juice, tomato, gravy etc.
- Grease – grease or some pigmented matter with a grease base account for these stains. Butter, ghee, oil, paint, varnish, tar, car grease etc. are the examples of this type of class.
- Mineral Stains –They are formed by writing ink, medicines, dye stuffs, rust and so on.
- Metalloid Stains -An example of this class of stains is iodine tincture.
- Acidic Stains – Vinegar, urine (fresh), perspiration, and medicines containing nitric acid, picric acid etc. are examples of acidic stains.
- Basic/Alkaline Stains – Perspiration and urine (old) are common examples of this type of stain.
- Natural Dyes and Pigments –Henna, betel leaf, tobacco, chocolate, coffee, tea etc. are included in this class. Synthetic dyes and Pigments – Its common examples are hair dyes, markers, type-writer ribbons and watercolors.
- Sugar Solutions with Coloring Matter – Jams, jellies, soft drinks, syrups and puddings are the common examples of this class.
- Miscellaneous – The stains which do not fall into any class are included into this class for e.g. mud, mildew, scorching etc
Q1) Importance of House Keeping?
Ans: Housekeepingis crucial for health, safety, and satisfaction. It keeps spaces clean, safe, and
Attractive, preventing illnesses, ensuring guest comfort, and preserving property. Efficient housekeeping practices enhance productivity, comply with regulations, and contribute to positive experiences for occupants and visitors.
Q2) Duties of HOD of Housekeeping?
Ans: The Head of Housekeeping (HOD) oversees all aspects of housekeeping operations to ensure cleanliness, orderliness, and guest satisfaction. Their duties include:
- Staff Management: Supervising and training housekeeping staff, assigning duties, and ensuring adequate staffing levels.
- Inventory Management: Monitoring and ordering cleaning supplies, linens, and amenities to maintain stock levels and quality standards.
- Quality Control: Inspecting rooms, facilities, and public areas to ensure cleanliness, adherence to standards, and guest readiness.
- Budgeting: Developing and managing the housekeeping budget, optimizing expenses, and forecasting resource needs.
- Scheduling: Creating work schedules, coordinating with other departments, and managing labor costs efficiently.
- Maintenance Coordination: Coordinating with maintenance teams to address repairs, upgrades, and equipment maintenance needs.
- Guest Relations: Handling guest requests, complaints, and feedback promptly and professionally to ensure satisfaction.
- Safety and Compliance: Ensuring compliance with health, safety, and environmental regulations, implementing procedures, and maintaining records.
- Training and Development: Providing ongoing training, coaching, and development opportunities for housekeeping staff to enhance skills and performance.
- Reporting: Generating reports on key performance metrics, such as occupancy rates, cleanliness scores, and budget variances, to management.
Q3) List out the records maintained at control desk?
Ans: The list of records typically maintained at a housekeeping control desk is:
- Room Status Report: Tracks room occupancy status.
- Lost and Found Log: Records found items.
- Maintenance Request Log: Tracks guest-reported maintenance issues.
- Housekeeping Assignment Sheet: Assigns cleaning tasks to staff.
- Guest Request Log: Logs guest service requests.
- Key Control Log: Tracks room key issuance.
- Inventory Requisition Form: Requests supplies and amenities.
- Lost Revenue Report: Records revenue loss due to room issues.
- Cleaning Checklist: Ensures thorough room cleaning.
- Guest Feedback Log: Records guest comments and complaints.
- Room Inspection Form: Documents room condition.
- Training Records: Tracks staff training and performance.
Q4) List out Mechanical Equipments in housekeeping?
Ans: The list of mechanical equipment commonly used in housekeeping:
- Vacuum Cleaner: Cleans carpets, floors, and upholstery by suctioning dirt and debris.
- Floor Scrubber: Removes dirt and stains from hard floors using brushes and cleaning solution.
- Floor Buffer/Polisher: Buffs and polishes hard floors to restore shine and remove scuff marks.
- Pressure Washer: Cleans outdoor surfaces, such as sidewalks and parking lots, using high-pressure water jets.
- Steam Cleaner: Uses steam to sanitize and remove stains from various surfaces, including carpets and upholstery.
- Carpet Extractor: Deep cleans carpets by injecting cleaning solution and extracting dirt and moisture.
- High-Speed Burnisher: Buffs hard floors at high speeds to create a glossy finish.
- Trash Compactor: Reduces the volume of waste by compacting it, saving space and reducing the frequency of emptying.
- Air Purifier: Improves indoor air quality by removing airborne particles, allergens, and odors.
- Scrubbing Machine: Cleans and scrubs hard floors using rotating brushes and cleaning solution.
Q5) Types of Stains?
Ans:
- Food Stains: Result from spills of various food items like sauces, oils, and beverages.
- Beverage Stains: Typically caused by spills of coffee, tea, wine, or soft drinks.
- Grease/Oil Stains: Result from contact with greasy or oily substances like cooking oil or automotive fluids.
- Ink Stains: Result from spills or leaks of ink from pens, markers, or printers.
- Blood Stains: Result from accidents, cuts, or injuries and may be challenging to remove.
- Grass Stains: Commonly occur on clothing or fabrics after contact with grass or outdoor vegetation.
- Mud/ Dirt Stains: Result from contact with soil, mud, or dirt and can be stubborn to remove.
- Makeup Stains: Result from spills or smudges of cosmetics like foundation, lipstick, or mascara.
- Rust Stains: Result from contact with metal objects or surfaces that have oxidized.
- Urine/ Fecal Stains: Common in households with pets or young children and require prompt cleaning to prevent odors and stains.
Q6) Types of fibres?
Ans: The types of fibers are:
1) Natural Fibers: These originate from plants, animals, or minerals.
- Plant Fibers: Include cotton, linen (from flax), jute, hemp, and bamboo. They are breathable and comfortable to wear.
- Animal Fibers: Such as wool (from sheep), silk (from silkworms), mohair (from Angora goats), and cashmere (from Cashmere goats). They offer warmth and softness.
- Mineral Fibers: Historically, asbestos was used, but it’s largely discontinued due to health risks.
2) Synthetic Fibers: Man-made fibers developed from chemicals.
- Examples include polyester, nylon, acrylic, polypropylene, and spandex (elastane). They often offer durability, wrinkle resistance, and stretch.
Blended fibers: Combining natural and synthetic fibers to create fabrics with desired characteristics.
- For instance, cotton-polyester blends offer the breathability of cotton with the durability of polyester.
Q7) Write down the general rules of stain removal?
Ans: A stain is defined as a discoloration brought about by contact with a foreign substance which is difficult to remove. General rules for stain removal may serve as a guideline:
- Identify the stain
- Deal with the stain as quickly as possible. Remove excess staining material immediately.
- Test the stain removal agent in an inconspicuous place.
- Avoid hot water with an unknown stain.
- Use simple methods before resorting to the use of chemicals.
- Use milder agents then stronger ones.
- Repeated mild applications are better than one strong one.
- Ensure that the stain removal agent has been neutralized or washed away.
Identification of stains helps in selecting the reagents and procedures to be used for stain removal. Stains can be classified based on:-
- Based on color– for example, a red stain can be of tomato, lipstick, nail polish, blood etc.
- Based on Texture-by touching surface of stain it can be deduced:- If hard it may be an egg; if soft it may be oil, ghee, lipstick; if sticky can be of glue and gum.
- Based on Smell– every stain has a distinct smell like eggs, medicine, food, perfume.
- There are five main stain removing agents: –
- Organic solvents
- Acids
- Alkalis
- Bleaches
- Enzymes
Q8) Types of laundries?
Ans: Laundry can be divided into two types
On -premises -Laundries which are situated inside the hotel premises known as on premises laundry.
Off premises -A commercial or off premises laundry refers to the laundering outside the establishment. Ie. Given on a contract basis To the specialize person who are particular in this field.
Advantages of on premises Hotel laundry
- Time taken for laundering is reduced because transportation is reduced.
- Linen is readily available especially in the case of emergency requirements.
- Pilferage reduced.
Disadvantages of on premises laundry
- Cost of equipment and its maintenance is fairly high.
- Must be justified by an adequate amount of linen.
- More staff that is technically qualified and adequate space is required.
Advantages of off premises Hotel laundry
- A huge investment behind the purchase of machines and equipments are saved.
- Salary for staff is saved.
- Hotel spaces are saved which can be used for other purpose.
Disadvantages of off premises Hotel laundry
- The hotel has to compromise with the quality of washing.
- Chances of pilferage are more.
- During the emergency, fresh linen may not be available.
Q9) Identification of stains?
Ans: The best method to determine the makeup of a spot or stain of unknown origin is to analyze its location, appearance, and/or smell.
Analyzing location
When identifying a spot, it’s important to consider its location (room type) and use this to hypothesize its makeup. For instance, dining or common areas are prone to food stains. Entry areas could contain tracked-in items of any origin, but grease, animal feces, and other substances commonly found on the ground are good starting points.
Analyzing appearance
How a spot or stain looks also can offer details on its makeup. Obviously, cleaners can use their own knowledge to help determine the origin, but beyond that, appearance helps cleaners decide whether a spot is organic or synthetic. Organic stains will appear dull, will likely be brownish in color, and can be sticky to the touch. Synthetic stains will appear shiny.
Analyzing smell
Brave (or desperate) cleaners may use their nose to unlock a stain or spot’s origin. To do this, wet the spot, blot it with a towel, and take a sniff of the towel. Obviously, this is not an appealing option and it might require an advanced sense of smell.
Cleanup Options
Once they’ve identified the source of the stain, cleaners can more effectively choose the correct cleaning chemical. We will look at specific spot and stain cleaning techniques in upcoming articles, but in general, the following tips hold true for chemical choice:
- Petroleum-based: clean with a dry solvent spotter
- Water-soluble: clean with water-based agent
- Synthetic: clean with a reducing agent
- Natural or organic: clean with an oxidizing agent
- Protein (vomit, feces, blood): clean with a protein digester.
Q10) Agents used in Laundry?
Ans: In hotel laundry operations, various agents are used to ensure the cleanliness, freshness, and quality of linens, towels, and other textiles. Common agents used in hotel laundry:
- Detergents: These are the primary cleaning agents used to remove dirt, stains, and odors from fabrics. They come in various forms such as powders, liquids, and pods and are formulated to work effectively in different water conditions and temperatures.
- Bleach: Chlorine bleach or oxygen bleach may be used to whiten whites and remove tough stains. However, bleach should be used carefully as it can damage certain fabrics and colors.
- Fabric Softeners: Fabric softeners are used to make towels and linens feel soft and fluffy while also reducing static cling. They often impart a pleasant fragrance to the laundry.
- Stain Removers: These are specialized products designed to target specific types of stains such as grease, ink, or food stains. They can be in the form of sprays, sticks, or powders.
- Disinfectants: Hotels may use disinfectants to ensure that linens and towels are sanitized and free from harmful bacteria and viruses. This is especially important for items such as bedding and towels that come into direct contact with guests’ skin.
- Enzyme Cleaners: Enzyme-based cleaners are effective for breaking down organic stains such as blood, sweat, and food residues. They can help to remove tough stains without damaging the fabric.
- Spotting Agents: These are used by laundry staff to treat individual stains before washing. Spotting agents are designed to loosen and lift stains from the fabric, making them easier to remove during the washing process.
- Neutralizers: Neutralizing agents may be used to balance the pH of the water and laundry detergent, ensuring that the fabric is not damaged and that any residual detergent is rinsed away effectively.
- Water Softeners: In areas with hard water, water softeners may be used to remove minerals such as calcium and magnesium that can interfere with the cleaning process and leave residues on fabrics.
- Souring Agents: Souring agents are used during the rinse cycle to remove alkaline residues from the fabric and neutralize any remaining detergent. This helps to prevent skin irritation and ensures that the fabric feels soft and comfortable.
SECTION – B
Q1) Duties and Responsibilities of housekeeping staff?
Ans:Executive Housekeeper / Director of Housekeeping
She / He is responsible and accountable for the total cleanliness and aesthetic upkeep of the hotel. The EHK supervises all housekeeping employees, has the authority to hire or discharge subordinates, plans and assigns work assignments, informs new employees of property regulations, inspects completed assignments, and requisitions supplies.
Reports to: – The General Manager, or Resident Manager, or Room’s Division manager.
Duties and Responsibilities
- Organize, supervise, and coordinate the work of housekeeping personnel on a day-to-day basis.
- Ensure excellence in housekeeping sanitation, safety, comfort, and aesthetics for hotel guests.
- Draw up duty rosters
- Supervise the discipline and conduct of her staff.
- Assure proper communication within the department by conducting a regular meeting with all personnel.
- Hire new employees, warn employees when policies are violated, and discharge employees when necessary.
- Counsel employees on various duties and on work-related issues.
- Motivate her staff and keep their morale high.
- Establish and maintain standard operating procedures (SOP) for cleaning and to initiate new procedures to increase the efficiency of labor and product use.
- Search constantly for and test new techniques and products.
- Maintain an inventory of the furniture, linen, and movable equipment in the rooms and related premises and to ensure they are regularly checked.
- Organize maintenance and repair of guestrooms.
- Deal with articles that a guest may have left behind in a room.
- Ensure the provision of proper uniforms for the hotel staff.
- Ensure observance of hygiene and safety precautions.
- Offer suggestions to the human resource department concerning selection recruitment, replacement, duty alterations, up-gradation, and so on.
- Evaluate employees in order to upgrade them when openings arise.
- Organize and supervise on-the-job and off-the-job training of staff.
- Liaise between the maintenance and housekeeping departments.
- Inspect and approve all supply requisitions for the housekeeping department, and to maintain par stock, inventory control, and cost-control procedures for all materials.
- Check the reports filed and the registers maintained.
- Maintain a time logbook for all employees within the department.
- Be responsible for the redecoration and refurbishing of rooms, lobbies, and so on.
- Provide a budget to the management, and undertake budget control and forecasting.
Deputy Housekeeper
Reports to: – The Executive Housekeeper or Director of Housekeeping.
Duties and Responsibilities
- Check and ensure that all guestrooms, public areas, and ‘back-of-the-house’ areas are clean and well-maintained.
- Inspect the work done by contractors-for example, pest control, laundry, window cleaning, and so on.
- Prepare staff schedules and duty rotas/ roasters.
- Ensure periodical stock-taking and maintaining stock records for linen, uniforms, and equipment.
- Provide the necessary information to and assist the executive housekeeper in staff appraisal, disciplining termination, and promotion.
- Develop and implement training programs within the housekeeping department in consultation with the executive housekeeper.
- Assist the executive housekeeper in forecasting and budgeting for operating and capital expenditures.
- Take charge of the housekeeping department in the absence of the executive housekeeper.
Assistant Housekeeper
Reports to: – The Executive Housekeeper or Deputy Housekeeper (if this position exists in the organization).
Duties and Responsibilities
- Be responsible for the sufficient and orderly management of cleaning, servicing, and repairing of guestrooms.
- Be responsible for the hotel linen and check its movements and its distribution to room attendants.
- Keep an inventory of all housekeeping supplies and check it regularly.
- Assist the room attendants in their daily difficulties.
- Provide the front office with a list of rooms ready for allotment to guests.
- Organize the flower arrangements.
- Arrange the training of staff and substitute for the executive housekeeper in case of his/her absence.
- Update record books, registers, and files.
- Compile the maid’s roster.
- Check the VIP and OOO (out-of-order)
Note— There may be just one assistant housekeeper under the executive housekeeper in a medium-sized hotel or one for each shift in a large hotel. In large hotels, the responsibilities for the floors, public areas, linen room, and control room are divided among assistant housekeepers. Essentially, the assistant housekeeper manages the resources provided by the executive housekeeper to achieve the objectives of cleanliness, maintenance, and attractiveness during a given shift. His/her responsibility involves the daily supervision of specific areas within the hotel. In the absence of the deputy housekeeper, all the above-mentioned duties and responsibilities are taken over by the assistant housekeeper.
Floor Supervisors /Floor Housekeepers
Floor housekeepers have final responsibility for the condition of guestrooms. Each floor housekeeper is assigned three or more floors. She/he gives the room attendants their room assignments and the floor master keys, which are returned at the end of the day. The floor supervisor checks, supervises, and approves the attendants’ work and makes periodical inspection of the physical condition of all rooms on the floor.
Reports to: – The Assistant Housekeeper and Executive Housekeeper.
Duties and Responsibilities
- Supervise the handing over of soiled linen to the laundry and the requisitioning of fresh ones from housekeeping.
- Ensure the supply of equipment and maintenance and cleaning supplies to floors and public areas.
- Issue floor keys to room attendants.
- Supervise spring cleaning.
- Report on maintenance work on her floor.
- Coordinate with room service for clearing.
- Maintain par stock for the respective floors/ floor pantry.
- Coordinate with the front office manager.
- Facilitate the provision of extra services to guests, such as baby sitters, hot-water bottles, and so on, on request.
- Immediately report any safety or security hazard to the security department or to the management.
- Check on scanty baggage.
- Prepare housekeeping status reports.
- Supervise cleaning on the allotted floors and areas- including guestrooms, corridors, staircases, and floor pantries of the allotted floors.
- Report on standards of individual staff performance.
Public Area Supervisor
Reports to:-The Assistant Housekeeper.
Duties and Responsibilities
- Ensure that all public areas and other functional areas are kept clean at all times.
- Organize special cleaning of public areas.
- Ensure that all maintenance jobs are attended to in coordination with the maintenance department.
- Ensure that flower arrangements are placed in appropriate places in the public areas.
- Ensure that the banquet halls and conference halls are kept ready for functions and conferences.
Night Supervisor
Reports to: – The Assistant Housekeeper.
Duties and Responsibilities
- He supervises all night staff engaged in the cleaning of public areas and guestrooms in the hotel.
- Ensure that all public areas are thoroughly cleaned at night, which is the only time when traffic is low.
- Clear departure rooms to the front office if necessary.
- Plan the order of work according to priority and direct the staff accordingly.
- Make sure that departure rooms are serviced and made ready as soon as possible in order that reception may re-let at any time.
- Organize special cleaning of rooms as required.
- Anticipate guest’ requirements at all times, thereby ensuring comfort and satisfaction.
- See that all lost-found articles are deposited with the control desk.
- Ensure the submission of room attendants’ reports and the room status report.
- Help with the training of staff.
- Report any safety and security hazards.
Evening Shift Supervisor
Evening shift supervisors are required for the floors, public areas, and control room.
Report to:-The Assistant Housekeeper.
Duties and Responsibilities
- Check all log entries and ensure they are followed up.
- Ensure all keys are deposited back before taking over the shift.
- Ensure the cleaning of rooms that were not serviced in the morning- rooms with a ‘do not disturb’ (DND), double-locked (DL), or refused service status.
- Ensure all departure rooms are cleaned and released to the front office as soon as possible.
- Ensure that the turndown service is carried out for all rooms.
- Ensure public areas are kept clean at all times.
Storekeeper
A storekeeper reports to the linen room supervisor. In large hotels, a storekeeper may be appointed to a full-time position.
Duties and responsibilities:
- Control the stock of equipment.
- Store cleaning materials agents.
- Issue equipment and cleaning materials as per demand.
- Prepare requisitions for used-up materials and new products for the approval of the executive housekeeper
- Liaise with the purchasing department for the procurement of approved materials.
Control desk supervisor
The control room or desk is the nerve center of the housekeeping department. The desk is manned 24 hours a day. Since the control desk is the hub of information dissemination in housekeeping, the control desk supervisor is a critical person in housekeeping operations.
Reports to: – The Assistant Housekeeper.
Duties and responsibilities:
- Coordinate with the front office for information on departure rooms and handing over of clean rooms.
- Coordinate with other departments for smooth functioning and efficiency.
- Receive complaints on maintenance and housekeeping.
- Maintains registers kept at the control desk.
- Receive special requests from guests.
- Act as a pivotal person in receiving and disseminating information amongst housekeeping staff.
- Maintain the latest reports regarding room occupancy, VIPs, the status of rooms, and so on, so that work can be delegated to attendants and supervisors accordingly.
- Attend to all phone calls received at the control desk.
- Be responsible for guestroom keys given to room attendants and to store the keys and maintain a key register.
Guestroom Attendants/ Room Maids/ Chamber Maids
Generally, hotels employ one maid per 12-15 rooms. The room attendants’/maids’ work is of great importance because it contributes in a big way to the comfort of the guests and hence their impression of the hotel. Their day consists of servicing each room to the required standard of the hotel, and this includes making beds, coping with linen supplies, and general cleaning. Nowadays most hotels use the term “attendant’ rather than ‘maid’ since men have entered this arena earlier dominated by a woman.
Reports to: – The Floor Supervisor. In small hotels, they may report to the assistant housekeeper directly.
Duties and responsibilities:
- Clean and tidy rooms as per the sanitary regulations assigned.
- Change guestroom and bathroom linen.
- Make guest room beds.
- Replenish guest supplies.
- Answer guests’ summons promptly.
- Be responsible for getting guest laundry processed.
- Undertake the evening and provide the turn-down service.
- Check and secure rooms.
- Hand over to the housekeeper any article found.
- Replenish the maids’ cart with guest supplies, cleaning agents, and linen.
Head Houseperson
Reports to: – The Public Area Supervisor. In some organizations, he/she may report directly to the executive housekeeper or assistant housekeeper and is in charge of the housemen/house-persons.
Duties and responsibilities:
- Supervise the work allotted to house-persons, especially those in the public areas.
- Supervise the work of people who clean the carpets, wall washers, and window washers.
- Supervise the work of drapery men, heavy vacuum machine operators for general cleaning, chandelier cleaners, and workers responsible for revamping.
- Supervise the work of furniture men, floor men, and warehousemen.
House porters/Housepersons/ Houseman
The house person’s job involves heavy physical work as assigned, such as carpet cleaning, window cleaning, carrying heavy pieces of furniture, washing public areas, garbage clearance, and also complementing the work of room attendants on guest floors.
Reports to:- The Head House-person or The Public Area Supervisor.
Duties and Responsibilities:
- Clean carpets
- Shift beds, chairs, and other heavy furniture.
- Cart linen to and from floors.
- Clean the swimming pools. garden paths and such outdoor surfaces
- Clear out the garbage.
- Polish all brassware.
- Help room attendants in their work in guestrooms.
- Clean all doors, windows, and ventilators.
- Corridor cleaning
- Cleaning the floor pantry
- Takedown and re-hang curtains as needed.
- Clean fire-fighting equipment.
- Keep the fire buckets filled with sand.
- Take on heavy cleaning of areas such as shafts and terraces.
- Wash walls draperies, chandeliers, and other hard-to-reach areas.
Tailors, Seamstresses, and Upholsterers
They are responsible for mending and stitching uniforms, linen, and upholstery, respectively. The upholsterers also replenish upholstery that requires replacement.
Report to:-The Linen Room Supervisor.
Duties and responsibilities:
- Mend all damaged linen using methods such as patching.
- Make new uniforms for staff
- Mend all damaged uniforms and alter uniforms if required.
- Make pads from used mattress pads for the burnishing of silver.
- Stitch pillowcases if required.
- Refurnish all damaged upholstery.
- Estimate the requirement of materials and request the linen room supervisor to place a requisition at the stores.
- Draw material from the stores and take these to the tailoring room.
Note – A seamstress works under a tailor and does minor stitching, repairs, etc.
Cloakroom Attendant/ Powder Room Attendant
In a hotel that hosts many non-resident guests, it is usual to have someone on duty in a ladies’ powder room during lunch and dinner time to attend to the requirements of guests, guard their belongings, and keep them for the powder room neat and tidy.
Reports to: – The Public Area Supervisor.
Duties and responsibilities:
- Maintain the area clean at all times
- Maintain an adequate stock of soaps, detergents, combs, brushes, powder, and hand towels to meet demands at peak hours.
- Take soiled linen to meet demands at peak hours.
- Maintain the shoeshine kit and clean guests’ shoes if required.
- Maintain the shoe shine machine kept in the public area cloakroom
- Maintain all cupboards and fixtures installed in the cloakroom.
- Brush guests jackets if required.
Hat checker
A hat checker provides his services in superior hotels in cold climates. His domain is the hat check room, where hats and heavy overcoats are deposited by guest as soon as they enter the hotel lobby, so as to spare them the inconvenience of carrying these articles around in the hotel. The hat checker carefully labels the guest articles and hangs or stores them correctly so as to return them to the guest when they are leaving the hotel.
Horticulturist
She/he leads a team of gardeners in maintaining the landscape, gardens of the hotel as well as in supplying flowers from the gardens for flower arrangements in the hotel. Flowers are used largely by the house-keeping department to aesthetically enhance various areas of the hotel. Flower arrangements may be used in banquet functions, guest rooms, restaurants, lobby areas, offices, and so on.
Reports to: – The Asst. House-Keeper.
Duties & responsibilities
- Supervise the maintenance of gardens & landscape areas.
- Ensure a smooth supply of flowers/ foliage to the housekeeping department.
- Assist the executive house-keepers with flower arrangements in the absence of a florist.
Head Gardener
He is required to maintain landscape areas& gardens in a hotel, keeping in mind their cleanliness, aesthetic appeal & freshness all year-round through a well-motivated team of gardeners.
Reports to: – The Horticulturist/ Horticulture Manager
Duties & responsibilities
- Ensure that landscaped area, gardens, rock gardens, water base, etc. are maintained as per the original concept
- Brief schedule & allot duties to gardeners.
- Take care of fresh seasonal plantings. Procure quality seeds from reliable sources at a reasonable cost.
- Procure, control & supervise the usage manure & fertilizers.
- Maintain the watering schedules & attend to any problems regarding water shortages.
- Provide the hotel with flowers, garlands, and wreaths, bouquets, as & when required.
- Maintain indoor plants for the hotel.
- Supervise the maintenance of lawns, mowing, & replanting the grass.
- Train gardeners
- Ensure that gardeners handle equipment & tools effectively & correctly.
- Oversee the upkeep of the plants & greenhouse.
Gardeners
They keep landscaped areas lawns, & gardens clean, beautiful, & fresh through the daily schedule of the task assigned to them.
Report to: – The Head Gardener or Horticulturist.
Duties & responsibilities
- Take care of landscaped areas & maintain them as per the original concept & undertake fresh plantings.
- Plant seeds & saplings as per conditions & the landscaping concept.
- Distribute manure & fertilizer appropriately.
- Water all garden areas as scheduled.
- Maintain the plant nursery & the greenhouse,
- Prune & trim hedges & bushes.
- Prepare seasonal and evergreen potted indoor plants as required by the hotels.
- Utilize garden tools efficiently.
Florist
Reports to: – The Horticulturist or to the Assistant Housekeeper.
Duties and responsibilities
- Collect fresh flowers from the gardeners every day.
- In case flowers are not available from the hotel gardens, to purchase flowers from dealers.
- Make up various types of flower arrangements for different hotel areas-lobbies, front office, restaurants, banquet halls, convention rooms, VIP rooms, and guestrooms.
- Provide garlands, wreaths, and bouquets to the hotel for guests, as and when required.
- Treat cut flowers so that they last longer.
- Maintain flower arrangements-by changing water, pruning, and so on.
- Be responsible for the functioning of the flower room in the housekeeping department, which deals with the care of flower-arranging equipment, mechanics, accessories.
- Train the assistant florist.
Laundry Manager
Reports to: – Executive House Keeper.
He/she is responsible for the entire functioning of the laundry and dry-cleaning unit. A laundry manager must have the organizational ability as well as technical knowledge of chemicals and their effect on fabrics.
Laundry supervisor
He/she is in charge of the functioning of the laundry in the absence of the laundry manager. A laundry supervisor must have a good understanding of all aspects of the laundry equipment, chemicals, and fabrics.
Dry-Cleaner
The dry-cleaner is in charge of the dry cleaning of hotel linen and guest clothing.
Q2. Housekeeping Coordination with other departments?
Ans:
Housekeeping co-ordination with front-office
The co-operation between housekeeping and front office should be very intimate or close. Housekeeping prepares the room and front-office sales that room after preparing. Until and unless a close relationship is not maintained it will be a quite tough for a front office to sell the room as it is the housekeeping department which cleans and shape the room after the guest departs and the front office reports to the housekeeping department about the number of rooms vacated so that the housekeeping department can do the cleaning and hand over the rooms.
Housekeeping co-ordination with F/B service
The restaurant, banquet and other F/B outlets constantly requires clean tablecloths, napkins etc. The staff who are also working in those outlets require clean uniform on daily basis. The former because they are in guest contact and the later to maintain the standard of hygiene . Housekeeping is also required in all the F/Bout lets to get the outlet clean before it opens for the guests.
Housekeeping co-ordination with Human Resource
Housekeeping co-ordinates with the personal department for recruitment of staff, issuing of identity cards lockers promotion, confirmation and other facilities.
Housekeeping co-ordination with purchase
The purchase department helps the housekeeping in purchasing various items used in housekeeping department such as guest supplies, room stationeries various cleaning agents linens etc.
Housekeeping co-ordination with security
The guest room is a private place and hotels spent lots of money to ensure the privacy and security. However the guest can take the advantage of this privacy by gambling performing any illegal activities inside the room. The housekeeping personal have to be alert to those going out and inform the security to take action against them.
Housekeeping co-ordination with maintenance
One of the most important functions of housekeeping department is to maintain the hotel or the purpose of keeping the furniture in working order for the safe of the guest. Hence a proper co-relation is necessary with the engineering department. Which actually carries out the task of fixing out of order furniture, replacement of all the all the electrical goods repairing of all the plumbing items etc.
Housekeeping co-ordination with laundry
It is the part of housekeeping that can either enhance the quality of housekeeping services. The responsibility of laundry is to wash dirty clothes and deliver clean and fresh linens to the guest as well as the other departments of hotels. The laundry has to supply clean linens to the housekeeping department time to time in order to run the operation smoothly. Housekeeping has to ensure that the clean linen is issued to the guest room restaurant and health club.
Housekeeping co-ordination with store
Normally housekeeping department has a store that stocks housekeeping linens supplies independently .Small hotels have only one store which is called general store. The relation between housekeeping department and the store is important as it ensures the day to day availability of items required by the housekeeping department by the store.
Housekeeping co-ordination with kitchen
Housekeeping supplies day to day fresh iniform, dusters to the kitchen people and ensure through pest control inside the kitchen
Q3.Write about Bed making procedure?
Ans: Here are our steps for hotel bed making:
1. Make sure you have all your clean pillowcases, sheets, covers, etc.
One easy way to make sure that you always have clean linens in stock is to rent your linens through a quality hotel linen rental program.
2. Make sure there is no dirt or dust on the mattress.
Simply dust off and vacuum away any debris.
3. Place your mattress pad on top of your mattress.
Once you’ve cleaned off your mattress, simply place this on top so it fits your mattress.
4. Put on the fitted bottom sheet.
This sheet will be used to hold your mattress pad in place.
5. Lay down your flat sheet.
Lay this sheet down, making sure there are no wrinkles.
6. Place the cover on the bed.
Smooth out any wrinkles so that it appears nice, flat, and elegant on your bedspread. Then pull back the top ¼ of the cover and flat sheet for a nice display.
7. Fold in all of the corners.
This will create that snug, burrito-like effect that guests get when they crawl into a hotel bed.
8. Place pillows in their corresponding pillowcases, fluff, and then flatten to stand tall.
If you have any accent pillows, give them a good karate chop to add some differentiation between your pillow setup.
Q4. Write about types of keys and key control?
Ans:Types of Keys Used in the Hotel Industry
Guest Room Keys: Upon guest registration at the hotel, the hotel issues room keys to the guest. which are designed to open only the specific room intended for each guest. In case a room is double-locked, the guest room key does not work.
Master Keys: Master keys can open multiple doors especially, room doors that are not double-locked. These keys are usually carried by high-ranking staff members like the General Manager (GM) and Executive Housekeeper (EHK). Master keys are categorized into four levels of access, depending on the areas they can unlock.
Grand Master Key: The Grand Master Key is a level above the Master Key and can open all guest rooms and often all housekeeping storage rooms as well. This key also can double-lock a room, denying access to it.
Floor Master Key: Given to Guest Room Attendants (GRAs) and floor supervisors, the Floor Master Key can open all rooms on a specific floor. However, it cannot open rooms that are double-locked. This key is crucial for housekeeping operations and is usually kept with the floor supervisor.
Emergency Key: Also known as the ‘E’ Key, the Emergency Key can open all doors on the property, even those that are double-locked. This key overrides any additional locks put in place by the guest for privacy.
Card Key: Many modern hotels have transitioned to card key systems. These systems use special plastic cards, similar in appearance to credit cards, which act as keys to unlock doors. Each card has a unique code, different for each guest, enhancing the security of the room.
Importance of Key Management in Hotels
Key management is the process of carefully monitoring and tracking the use of keys in a hotel operation. Effective key management is essential for:
Reducing Theft: Proper key management minimizes the risk of guest property theft.
Enhancing Security: Monitoring who has access to what areas can prevent unauthorized access and potential security incidents.
Operational Efficiency: Knowing which keys open what doors can streamline operations, especially in Emergencies.
Key Management & Control in Modern Hotels: With advancements in technology, key control has become more sophisticated. Digital locks and key cards can be easily deactivated and reactivated, providing an additional layer of security. These systems often come with software that can track when a door was opened and by whom, providing valuable data in case of any security incidents.
Q5 Write about stain removal procedure?
Ans:
- Ballpoint -ink- Rub lightly with a cotton ball soaked in spirit. An old ball point ink maybe soaked in glycerin to soften it then treat.
- Betel leaf- Bleach with 1% of potassium permanganate (the fabrics turn brown). Then soak it to 1% of oxalic acid dissolve in water (till brown color disappear) . Launder.
- Blood- Soak in cold water about an hour, then transfer to lukewarm water, containing detergent, soak for 30 minutes then launder.
- Candle wax- Scrap off the surface with a blunt knife, Place the stains within two sheets of tissue paper or blotting paper and press it with warm iron.
- Chewing gum- Remove the surface gum with blunt knife, Apply ice to the stains allow to soak in cold water then launder.
- Chocolate/cocoa- Same treatment like blood.
- Tea coffee- Pour boiling water over the stain, apply borax solution and allow them to dry. Pour boiling water over it and then launder.
- Curry stains – Apply soap and then bleach in sunlight, if the stain has not disappeared wet it and put back in the sunlight again.
- Egg- Soak in detergent water and warm salt solution then launder.
- Fruit/ Fruit juices- Soak in warm borax solution then launder.
- Ghee/ oil- Rub French chalk on the stain then brush off
- Henna- Soak in warm milk for half an hour then launder.
- Ice- cream milk- Rinse through with cold water then launder.
- Lipstick – Soften the stain by rubbing glycerin into it. Apply methylated spirit and then launder
- Shoe- polish- Sponge with liquid detergent . Steep the stain in Carbon tetrachloride wash in cold water.
Q6 Classify fibres and fabrics?
Ans: 1) Natural Fibers: These originate from plants, animals, or minerals.
- Plant Fibers: Include cotton, linen (from flax), jute, hemp, and bamboo. They are breathable and comfortable to wear.
- Animal Fibers: Such as wool (from sheep), silk (from silkworms), mohair (from Angora goats), and cashmere (from Cashmere goats). They offer warmth and softness.
- Mineral Fibers: Historically, asbestos was used, but it’s largely discontinued due to health risks.
2) Synthetic Fibers: Man-made fibers developed from chemicals.
- Examples include polyester, nylon, acrylic, polypropylene, and spandex (elastane). They often offer durability, wrinkle resistance, and stretch.
Blended fibers: Combining natural and synthetic fibers to create fabrics with desired characteristics.
- For instance, cotton-polyester blends offer the breathability of cotton with the durability of polyester.
4)Fabric Structures: Fabrics are created through different methods of interlacing fibers.
- Woven Fabrics: Made by interlacing warp (lengthwise) and weft (crosswise) yarns, typical in textiles like cotton and denim.
- Knitted Fabrics: Formed by interlocking loops of yarn, seen in garments like jersey and fleece.
- Non-Woven Fabrics: Created by bonding fibers together, often found in materials like felt and spun-bonded fabric.
5) Specialty Fabrics: These serve specific functions or incorporate advanced technologies.
- Technical Textiles: Designed for specialized purposes like fire resistance, ballistic protection, and medical applications.
- Smart Textiles:Feature integrated electronics for functionalities such as monitoring body functions or regulating temperature.
Q7) Layout of laundry? Explain?
Ans: The layout of a laundry facility or room depends on factors such as available space, the volume of laundry to be processed, and the specific needs of the users. Here’s a typical layout along with an explanation of each area:
- Reception Area: This is where users drop off their laundry or where staff receives incoming laundry from various sources. It may include a counter or desk for interaction and paperwork.
- Sorting Area: Incoming laundry is sorted based on various criteria such as fabric type, color, and washing requirements. This area may have sorting bins or tables for efficient organization.
- Washing Area: This is where the washing machines are located. It should have sufficient space between machines for easy access and maintenance. Ideally, there would be separate machines for different types of laundry (e.g., regular clothes, delicates, heavily soiled items).
- Drying Area: Adjacent to the washing area, this space contains dryers for drying the cleaned laundry Again; there should be enough room for airflow between machines to ensure efficient drying.
- Folding Area: Once dried, laundry is moved to a folding area where it is folded, sorted, and prepared for pickup or storage. Folding tables or counters facilitate this process.
- Storage Area: Clean laundry awaiting pickup or delivery is stored in this area. It may include shelves, racks, or carts for organizing and transporting the folded laundry.
- Utility Area: This space is reserved for storing cleaning supplies, detergents, fabric softeners, and other laundry-related products. It may also house equipment for maintenance and repairs.
- Staff Area: If the laundry facility employs staff, they may have a designated area for breaks, meetings, or administrative tasks. This area could include lockers, a break room, and office space.
- Customer Pick Up: A designated space where customers can collect their cleaned laundry. It should be easily accessible and well-organized to expedite the pickup process.
- Safety Measures: The layout should also consider safety measures such as fire exits, emergency equipment, and proper ventilation to ensure a safe working environment.
Q8) Types of Laundries explain with advantages and dis advantages?
Ans: There are several types of laundries, each with its own advantages and disadvantages based on factors like scale, clientele, and services offered. Here are some common types:
- On Premises Laundry :
Advantages:
- Controls: Hotels have full control over the laundry process, ensuring high –Quality Standards and timely Services.
- Flexibility: OPL allows hotel to accommodate special requests and handle fluctuating laundry volumes more effectively.
- Cost Efficiency: Over Time, running and on premises laundry can be more cost effective than outsourcing to external Services.
- Convenience: Immediate Access to laundry facilities ensures quick turnaround times for guest laundry.
Disadvantages:
- Space requirement: OPL requires dedicated space within the hotel premises for laundry equipment and operations.
- Initial Investments: Setting up an on –premises Laundry facilities requires significant upfront investment
- Maintenance: Hotels are responsible for maintaining and repairing laundry equipment, which can incur additional Costs.
- Staffing: Hiring and training staff to operate laundry equipment and manage the laundry process adds to operational expenses.
- Outsourced Laundry Services:
Advantages:
- Cost Savings: Outsourcing laundry services can save hotels money on equipment, space, and staffing costs.
- Scalability: External laundry services can handle fluctuations in demand more efficiently, allowing hotels to scale up or down as needed.
- Expertise: Professional laundry services often have specialized equipment and expertise, ensuring high-quality cleaning and care for different types of fabrics.
- Space Saving: Hotels do not need to allocate space for laundry facilities, freeing up valuable real estate for other purposes.
Disadvantages:
- Loss of Control: Hotels have less control over the laundry process, which may lead to concerns about quality and service reliability.
- Dependence: Hotels rely on external vendors for laundry services, which can be a risk if the vendor experiences disruptions or delays.
- Communication Challenge: Coordinating with external vendors requires effective communication to ensure timely pickup, delivery, and special requests.
- Cost Variability: While outsourcing may initially seem cost-effective, prices may fluctuate over time, impacting the hotel’s budget.
- Hybrid Models: Some hotels opt for a combination of in-house and outsourced laundry services, leveraging the advantages of both approaches while mitigating their respective disadvantages. For example, a hotel may handle basic laundry in-house while outsourcing specialized or high-volume tasks to external vendors.
Q1) Responsibilities of housekeeping department?
Ans: The responsibilities of a housekeeping department can vary depending on the setting,
- Cleaning and Maintenance: This is the core responsibility, including cleaning guest rooms, public areas, offices, and other designated spaces. It involves dusting, vacuuming, mopping floors, cleaning surfaces, and ensuring overall cleanliness.
- Linen and Laundry Management: Housekeeping departments are typically responsible for managing linen supplies, including inventory control, distribution, and ensuring the availability of clean linens for guests or residents. Laundry services for guests’ personal items and for the hotel or institution itself are often handled by the housekeeping team.
- Room Setup and Maintenance: Setting up rooms for guests, ensuring amenities are stocked, and maintaining the overall appearance and functionality of the rooms. This includes checking for any maintenance issues and reporting them to the appropriate department.
- Public Area Maintenance: Cleaning and maintaining public areas such as lobbies, corridors, lounges, restrooms, and other common spaces. These areas are often the first impression guests have of an establishment, so they must be kept clean and inviting.
- Inventory Management: Keeping track of cleaning supplies, equipment, and other materials necessary for the smooth operation of the department. This involves ordering supplies, monitoring usage, and ensuring proper storage.
- Training and Supervision: Training new staff members on cleaning techniques, safety procedures, and customer service standards. Supervising housekeeping staff to ensure tasks are completed efficiently and to a high standard.
- Compliance with Health and Safety Regulations: Ensuring that all cleaning activities adhere to health and safety regulations, including the proper use of cleaning chemicals, handling of hazardous materials, and maintenance of a safe work environment.
- Guest Satisfaction: Ensuring that guests or residents are satisfied with the cleanliness and condition of their accommodations. This may involve responding to guest requests or complaints promptly and addressing any issues that arise.
- Coordination with Other Departments: Collaborating with other departments such as front desk, maintenance, and food and beverage to ensure smooth operation and guest satisfaction. This may include communicating guest requests or coordinating room turnovers.
- Budget Management: Managing the department’s budget, including labor costs, supplies, and equipment maintenance. This involves optimizing resources to maintain cleanliness standards while staying within budgetary constraints.
Q2) Attributes of housekeeping staff?
Ans: Housekeeping staff possess a range of attributes that contribute to their effectiveness in maintaining cleanliness and ensuring guest satisfaction. Some key attributes include:
- Attention to Detail: Housekeeping staff must pay close attention to detail to ensure that all areas are thoroughly cleaned and maintained to high standards. This includes noticing small stains, dust, or items out of place.
- Reliability: Guests rely on housekeeping staff to ensure their accommodations are clean and comfortable. Being reliable and punctual in completing tasks is essential for maintaining guest satisfaction.
- Physical Stamina: Housekeeping can be physically demanding, requiring staff to stand for long periods, lift heavy objects, and perform repetitive tasks such as bending, kneeling, and reaching. Physical stamina is essential for effectively completing these tasks.
- Time Management Skills: Housekeeping staff often have a set amount of time to clean each room or area, especially in busy establishments. Good time management skills help them prioritize tasks and complete them efficiently without sacrificing quality.
- Communication Skills: Effective communication is important for coordinating tasks with other staff members, reporting maintenance issues, and responding to guest requests or concerns. Clear communication helps ensure smooth operation and guest satisfaction.
- Adaptability: Housekeeping staff must be adaptable and able to handle unexpected situations or changes in workload. They may need to adjust their cleaning schedule or methods to accommodate guest needs or special events.
- Initiative: Taking initiative to identify and address cleanliness issues without being prompted demonstrates proactive problem-solving skills and helps maintain a high standard of cleanliness.
- Customer Service Orientation: While housekeeping staff primarily focus on cleaning duties, they also play a role in guest satisfaction. A customer service-oriented mindset involves being friendly, courteous, and responsive to guest needs and requests.
- Honesty and Integrity: Housekeeping staff have access to guests’ personal belongings and confidential information. Honesty and integrity are essential for maintaining trust and professionalism in handling guests’ property and maintaining confidentiality.
- Teamwork: Housekeeping staff often work as part of a team, coordinating tasks and supporting each other to ensure all responsibilities are met. Being a team player and collaborating effectively with colleagues is important for overall departmental success.
Q3) Organization structures of small, medium & large hotels?
Ans: The organizational structure of hotels can vary depending on factors such as size, ownership, management style, and target market. Organizational structures for small, medium, and large hotels:
- Small Hotel:
- Owner-Manager: In many small hotels, especially independently owned and operated establishments, the owner often serves as the manager or directly oversees operations.
- Minimal Staffing: Due to their smaller scale, small hotels may have a relatively flat organizational structure with fewer layers of management and staff.
- Key Positions: Key positions may include the owner/manager, front desk staff, housekeeping staff, maintenance personnel, and possibly a small number of managerial or supervisory roles.
- Medium-Sized Hotel:
- General Manager: A medium-sized hotel typically has a dedicated general manager responsible for overseeing day-to-day operations and coordinating various departments.
- Department Heads: Different departments such as front office, housekeeping, food and beverage, maintenance, and sales/marketing may each have their own department head or supervisor.
- More Specialized Roles: As the hotel grows, there may be more specialized roles and positions, such as revenue manager, human resources manager, executive chef, banquet manager, etc.
- Middle Management: Medium-sized hotels often have more layers of management compared to small hotels, with middle managers responsible for specific areas of operation.
- Large Hotel:
- Corporate Hierarchy: Large hotels, especially those part of a chain or managed by a corporate entity, typically have a more complex organizational structure with multiple layers of management.
- Regional and Corporate Management: In addition to on-site management, there may be regional managers or corporate executives overseeing multiple properties.
- Departmental Structure: Each department within the hotel, such as rooms division, food and beverage, sales and marketing, finance, human resources, etc., may have its own hierarchy with managers, assistant managers, supervisors, and staff.
- Specialized Teams: Large hotels often have specialized teams dedicated to areas such as revenue management, guest services, event planning, culinary operations, and quality assurance.
Small Hotel:
Medium Hotel:
Large Hotel:
Q4) Write about evening service?
Ans: Evening service in the housekeeping department of a hotel is a critical aspect of ensuring that guests return to a clean, comfortable, and welcoming environment after a day of activities or business engagements. Here’s an overview of what evening service in the housekeeping department might involve:
- Preparation and Planning:
- Before the evening shift begins, housekeeping supervisors and staff members conduct a thorough review of the day’s tasks and prioritize assignments based on guest occupancy, special requests, and any specific instructions from the front desk or management.
- Supplies and equipment are replenished, ensuring that housekeeping carts are fully stocked with cleaning agents, linens, amenities, and other essentials needed to complete the evening tasks efficiently.
- Turn-Down Service:
- One of the primary components of evening service in the housekeeping department is turn-down service for occupied guest rooms. This service involves preparing the room for the night, including:
- Turning down the bed linens to create a welcoming and comfortable sleeping environment.
- Dimming lights, closing curtains, and adjusting room temperature to guests’ preferences.
- Refreshing amenities such as towels, toiletries, and water bottles.
- Tidying up and ensuring that the room is neat and organized.
- Turn-down service adds a personal touch to the guest experience, making them feel pampered and valued during their stay.
- Public Area Cleaning:
- In addition to guest rooms, the housekeeping team focuses on cleaning and maintaining public areas of the hotel during the evening shift.
- High-traffic areas such as lobbies, corridors, elevators, and restrooms are thoroughly cleaned, vacuumed, and sanitized to uphold cleanliness standards and enhance the overall appearance of the hotel.
- Special Requests and VIP Amenities:
- Evening service may involve fulfilling special requests from guests, such as additional towels, pillows, or bedding, as well as arranging for amenities or services for VIP guests.
- Housekeeping staff pay close attention to detail and strive to exceed guest expectations by accommodating their preferences and providing personalized service tailored to their needs.
- Security Checks and Safety Measures:
- As part of their evening routine, housekeeping staff may conduct security checks to ensure that all guest rooms are securely locked and that no unauthorized individuals are present in the hotel premises.
- They also adhere to safety protocols and procedures, such as reporting any maintenance issues, safety hazards, or suspicious activities to the appropriate authorities or management.
- Communication and Coordination:
- Effective communication between housekeeping staff, front desk personnel, and other departments is essential to ensure smooth operation and guest satisfaction.
- Housekeeping supervisors provide updates on room statuses, special requests, and any notable incidents or observations to the front desk team, facilitating seamless coordination and guest service delivery.
- Quality Assurance:
- Throughout the evening service, housekeeping supervisors conduct regular inspections and quality checks to ensure that cleaning standards are maintained, and guest expectations are met or exceeded.
- Any deficiencies or areas requiring attention are promptly addressed, and corrective actions are taken to uphold the hotel’s reputation for cleanliness and hospitality excellence.
Q5. Importance and classification of a stain?
Ans: Stains may be classified into different groups and the single stain can be grouped into more than one class. The various classes of the stains are as follows:
- Animal Stains -These are caused by animal products such as blood, eggs, milk, meat etc.
- Vegetable Stains – These stains are caused by the plant product, like tea, coffee, juice, tomato, gravy etc.
- Grease – grease or some pigmented matter with a grease base account for these stains. Butter, ghee, oil, paint, varnish, tar, car grease etc. are the examples of this type of class.
- Mineral Stains –They are formed by writing ink, medicines, dye stuffs, rust and so on.
- Metalloid Stains -An example of this class of stains is iodine tincture.
- Acidic Stains – Vinegar, urine (fresh), perspiration, and medicines containing nitric acid, picric acid etc. are examples of acidic stains.
- Basic/Alkaline Stains – Perspiration and urine (old) are common examples of this type of stain.
- Natural Dyes and Pigments –Henna, betel leaf, tobacco, chocolate, coffee, tea etc. are included in this class. Synthetic dyes and Pigments – Its common examples are hair dyes, markers, type-writer ribbons and watercolors.
- Sugar Solutions with Coloring Matter – Jams, jellies, soft drinks, syrups and puddings are the common examples of this class.
- Miscellaneous – The stains which do not fall into any class are included into this class for e.g. mud, mildew, scorching etc
Q6) Types of fibers and explain?
Ans: Fibers are thread-like structures that are long, thin and flexible. These may be spun into yarns and then made into fabrics. There can be different types of fibers. On the basis of their origin, fibers are classified as natural fibers and synthetic fibers. Synthetic fibers can be produced in laboratory and can be cheaper compared to natural fibers but natural fibers are much more comfortable.
Natural fibers are the fibers that are obtained from plants, animals or mineral sources. Some examples are cotton, silk, wool etc. Natural fibers can again be divided into two types based on their source i.e. plants and animals.
Examples of Natural Fibers
1. Animal fibers: These are the fibers that are obtained from animals. For example Wool, silk etc.
- Wool: Wool is a natural textile fiber obtained from sheep, goats and camels. It traps a lot of air. Air is a bad conductor of heat. This makes clothes made from wool useful in winter.
- Silk: Silk is also a natural textile fiber which is obtained from silkworms. The rearing of silkworms to obtain silk is known as sericulture. Silk is mainly used for manufacturing clothes. Woven silk fibers’ are used for the construction of parachutes and bicycle tires
2. Plant fibers’: These are the ones that are obtained from plants. These fibers’ are extracted from the plants to make fabrics.
Cotton: It is one of the plant fibers’ that are used to make clothes. It is a soft staple fiber that is found as balls around the seeds in a cotton plant. Cotton is used to make soft, breathable, and durable textile.
- Jute: It is a vegetable fiber that is soft, shiny and spun into coarse strong threads. Jute fiber is used for packaging a wide range of agricultural and industrial commodities that require bags, sacks, packs, and wrappings.
Synthetic Fibers
Synthetic fibers’ are man-made polymers designed to make a fabric. Polymers are obtained when many small units are joined together chemically.
Some of the examples of synthetic fibers’ are:
- Rayon: It is made from wood pulp. It is also known as artificial silk as it has characteristics resembling silk. Rayon is mainly used in clothing, carpets, and medical dressings and for insulation.
- Nylon: It was the first synthetic fiber. It is used in the making of ropes, sleeping bags, parachutes, different types of clothes, etc. It is one of the strongest fibers’ known to us.
Advantages of Synthetic Fibers:
- They can be washed and dried quickly.
- They are easy to maintain.
- They are cheaper than natural fibers’.
- Easily available.
- Do not wrinkle easily and are very durable.
Q7) Different methods of fabric construction and explain?
Ans: Fabric construction refers to the methods used to create textiles from yarns or fibers. There are several techniques employed in fabric construction, each resulting in unique characteristics in terms of texture, appearance, strength, and stretch. Here are some common methods:
1) Weaving: Weaving is one of the oldest methods of fabric construction. It involves interlacing two sets of yarns, known as the warp (longitudinal) and weft (transverse), at right angles to create a fabric. The basic weaves include plain weave, twill weave, and satin weave. Different combinations and variations of these basic weaves produce a wide range of fabric textures and patterns.
2) Knitting: Knitting involves interlocking loops of yarn to create a fabric. There are two main types of knitting: warp knitting and weft knitting. In warp knitting, each yarn is fed individually into the knitting machine, resulting in a more stable fabric. Weft knitting involves a single yarn forming loops across the width of the fabric, creating a stretcher material. Knitted fabrics are commonly used in garments such as sweaters, socks, and T-shirts.
3) Felting: Felting is a non-woven fabric construction method that involves matting together fibers using moisture, heat, and pressure. It can be done by hand or machine. Wool is the most commonly used fiber for felting due to its natural tendency to interlock when subjected to agitation and moisture. Felting produces a dense, durable fabric used in applications such as hats, slippers, and rugs.
4) Nonwoven: Nonwoven fabrics are made directly from fibers rather than yarns. This method involves entangling or bonding fibers together using heat, chemicals, or mechanical processes. Nonwovens can be made from natural fibers like cotton or synthetic fibers like polyester. They are commonly used in disposable products such as surgical masks, wipes, and diapers, as well as in durable applications like geotextiles and automotive interiors.
5) Tufting: Tufting is a method used to create pile fabrics such as carpets and rugs. It involves inserting yarns (tufts) into a base fabric using needles. The tufts are then anchored in place with adhesive or by stitching, creating a textured surface with a soft pile.
6) Lace Making: Lace making involves creating intricate patterns by interlacing threads or yarns with openings or holes in the fabric. This is typically done using a variety of techniques including knotting, twisting, and looping. Lace fabrics are often used in decorative applications such as bridal wear, lingerie, and curtains.
7) Embroidery: Embroidery is the process of decorating fabric with needle and thread or yarn. It can be done by hand or using specialized embroidery machines. Embroidery adds texture, color, and design to fabrics and is commonly used in clothing, home textiles, and accessories.
Q8) Importance and purpose of Flower arrangement in hotels?
Ans: Flower arrangements play a significant role in enhancing the ambiance and overall experience in hotels. Here are some reasons why flower arrangements are important in hotels:
- Aesthetics and Atmosphere: Flowers add beauty, color, and freshness to hotel spaces, creating a welcoming and visually pleasing environment for guests. Well-designed flower arrangements can complement the hotel’s interior decor, theme, and architectural features, enhancing the overall ambiance and atmosphere.
- Guest Experience and Hospitality: Flower arrangements contribute to the overall guest experience by making guests feels valued and cared for. The presence of fresh flowers in hotel lobbies, reception areas, guest rooms, and dining spaces creates a sense of luxury, comfort, and attention to detail, enhancing the hospitality experience.
- Branding and Image: Flower arrangements can help reinforce the hotel’s brand identity and image. Whether it’s a boutique hotel aiming for a cozy and intimate atmosphere or a luxury hotel striving for sophistication and elegance, the choice of flowers and arrangements can reflect the hotel’s style, personality, and level of service.
- Emotional Impact: Flowers have the power to evoke positive emotions, uplift spirits, and create memorable moments for guests. The sight and scent of fresh flowers can promote relaxation, reduce stress, and improve mood, enhancing the overall well-being of guests during their stay.
- Event and Celebration Enhancements: Hotels often host various events, such as weddings, conferences, and gala dinners. Flower arrangements play a crucial role in decorating event spaces, adding elegance and charm to special occasions. Customized floral designs can be tailored to suit the theme, color scheme, and purpose of each event, leaving a lasting impression on attendees.
- Seasonal and Cultural Significance: Hotels can use flower arrangements to celebrate seasonal holidays, festivals, and cultural traditions, adding a festive touch to the decor and creating memorable experiences for guests. Seasonal flowers and foliage can be incorporated into arrangements to reflect the changing seasons and connect guests with nature.
- Sustainability and Green Initiatives: Hotels are increasingly focusing on sustainability and eco-friendly practices. Incorporating locally sourced, seasonal flowers into arrangements can support sustainable practices, reduce carbon footprint, and promote environmental stewardship.