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  1. 1. House Keeping , In brief By Rajish Dharmarajan.
  2. 2. HOUSEKEEPING House Keeping department in a hotel is responsible for the cleanliness; maintenance and aesthetic up keep of the hotel. The role of house keeping is to keep a clean, comfortable and safe house. Just as we enjoy keeping a “Sparkling” home for guests and ourselves who visit us at home, the housekeeping department takes pride in keeping the hotel clean and comfortable so as to create a “Home away from home”.
  3. 3. HOUSEKEEPING The room sale is dependent on, apart from several other things the quality of room décor, room facilities, cleanliness of the room and how safe it is. The criteria by which each guest decided whether a room is good or bad is strictly personal. To make a room appealing to a guest is the task of house keeping which has to ensure the basic human needs of comfort and security. Thus the personal effort the housekeeping department makes in giving a guest a desirable room has a direct bearing on the guests experience in a hotel.
  4. 4. LAYOUTS OF HOUSE KEEPING DEPARTMENT House Keepers office Desk control room Linen room Uniform room Tailors room Lost and found section Flower room Floor pantries Heavy equipment stores Green house Horticulture equipment store
  5. 5. QUALITIES OF HOUSE KEEPING STAFF Grooming Most essential for floor and public area supervisor, room attendants and houseman who are in guest contact. Such staff would be uniformed, hence each member must ensure the following: Uniform must be clean and well pressed Lady staff must ensure that they wear light makeup’s Restrict jewellery to the minimum Light cologne is preferred Hair must be cut close. For ladies it must be tied in a bun or worn short Shoes must be low heeled and sturdy Personal Hygiene A guest would be quite revolted if he sees that the people who service his beds and room are very dirty and unhygienic. House keeping staff must have clean hair, manicured fingernails, clean hands and feet and must take steps to ensure no body or mouth odour is present. Staff must report to the doctors incase of injections, cuts or burns.
  6. 6. QUALITIES OF HOUSE KEEPING STAFF Honesty This is a very essential attribute for housekeeping staff, especially room attendants, who have access to all guest rooms. Guest belongings, sometimes invaluable are often found lying around in the room. Courtesy Room attendants, floor and public areas supervisors are always in contact with guests. It is often that a guest requests some house keeping service or the other. It is essential that while talking to guests in such moments should be done with utmost politeness and charm. Tact and Diplomacy Often guest may request comforts and services that are outside the management policy. It takes a lot of tact and diplomacy to decline without hurting a guests feeling. Eye for Detail It is one of the greatest qualities that housekeeping staff must have. It is with this quality that the fine aspects of house keeping are taken care of and it is what determines a good service from an average one. It enables the house keeping staff to take in to consideration the minutest details.
  7. 7. QUALITIES OF HOUSE KEEPING STAFF Physical Fitness Most work in house keeping is manual. A housekeeping member when on duty is on his/her feet almost continuously. It would require a physical constitution to cope with the demands of house keeping work. cooperativeness House keeping staff needs to be cooperative to achieve efficiency in the hotel. For example, if they are not willing to clear rooms for sale in time, the front office will be unable to sell a room to earn more revenue or may be faced with a customer who has confirmed reservation.
  8. 8. TYPES OF MAINTENANCE There are three types of maintenance, which are as under: Routine maintenance Preventive maintenance Scheduled maintenance Routine maintenance These are those activities, which relate to the general upkeep of the property, occur on a regular i.e. daily or weekly basis. For this maintenance work, no records (such as time or materials) are kept. For example: Sweeping carpets Washing floors Cleaning windows Cutting grass Cleaning guest rooms Replacing burned out light bulbs Preventive Maintenance These are those activities relates to the normal course of maintenance. For this a full time maintenance person may be assigned. This maintenance include ceiling or wall damage, bathroom fixtures damage, sinks and tubs leakage etc. Scheduled Maintenance Such maintenance, which require attention beyond minor correction. This is done by the guidance of executive engineer or concerned authority.
  9. 9. ROOM STATUS DEFINITION Occupied : A guest is currently registered to the room Complimentary : The room is occupied, but the guest is assessed no charge for its use Stay over : The guest is not checking out today and will remain at least one more night On change : The guest has departed, but the room has not yet been Cleaned and readied for resale. Do not disturb : The guest has requested not to be disturbed Sleep out : A guest is registered to the room, but the bed has not been used Skipper :The guest has left the hotel without making arrangements to settle his/her Account. Sleeper : The guest has settled his/her account and left the hotel, but the front office staff has failed to properly update the rooms status.
  10. 10. ROOM STATUS DEFINITION Vacant and Ready :The room has been cleaned and inspected and is ready for an arriving guest. Out of Order :The room cannot be assigned to a guest because of variety of reason including maintenance, extensive cleaning etc. Lock out :The room has been locked so that the guest cannot re-enter until he/she is cleared by a hotel official. Did not check out :The guest made arrangements to settle his/her account but has left without informing the front office. Due out :The room is expected to become vacant after the following days check out time. Check out :The guest has settled his/her account, returned the room keys and left the hotel. Late check out :The guest has requested and is being allowed to check But later than the hotels standard checkout time
  11. 11. CODE OF HOUSE KEEPING * O * * * * * * * * * * V DND L UR N SB OOO DLNC VR Occupied Vacant Do not disturb Luggage in room but bed unused Under repair Occupied but no luggage Scanty baggage Out of order Double lock Not cleaned Vacant ready There are three types of services Morning service Second service Evening service
  12. 12. FIRST AID It is important for all housekeeping personnel to know about first aid, as they could be the first ones on the spot to give immediate attention to a guest and also an employee, many higher authorities regarding first aid. The first step is to have a first aid cupboard or box in a central location. This cupboard could be located at the desk control room due to its easy accessibility. The cupboard should contain the following items. Clinical thermometer Cotton wool Bandage roll ½ “, 1 “ and 2 “ Band aid Sterilized gauze Tweezers Bed pan Urine bottle Rubber sheeting Safety pins Scissors
  13. 13. FIRST AID Tincture iodine Tincture Benzoine Junction violate solution Dettol Burnol Crocin tablets Aspirins Fruit Salts Antiseptic creams The cupboard should be cool and dry and clearly captioned for easy identification Steps to be taken: * Burns and Scalds: Apply Burnol liberally Place burnt area under cold running water or ice If burns are serious, apply sterile dressing and send to hospital immediately
  14. 14. FIRST AID * Bleeding: Clean wound with cotton dipped in dettol Put dry antiseptic dressing or tincture iodine for bigger wounds Put pressure on wound by placing a gauze on it and bandaging the area tightly * Cloth on Fire: Prevent person from running Smoother flames by wrapping patient with heavy materials eg: curtain, blanket, heavy coat Treat burns as given above * Fainting: Loosen clothing Lay patient flat on back with feet raised or place in chair bending the head forward between the knees. Apply warmth to lower limbs and rub limbs upward Give hot, sweet tea to drink when the patient is able to take it
  15. 15. FIRST AID * Fracture: Immobilize the limb by tying both legs or the arms across body respectively An alternative is to get two boards and tie leg / arm between them. Send for a doctor * Heart Attack: Call for a doctor immediately Do not move person from the room Clear all other people If critical, try artificial respiration by mouth to mouth method * Insect Sting: Apply soda bicarbonate soaked in solution or paste over the inflamed area
  16. 16. FIRST AID * Object in eye: Do not let the eye be rubbed Use eye bath with warm water to rinse out the eye If no improvement checks eye against the light and locate foreign matter. Remove it with the corner of a clean handkerchief If foreign matter is embedded in the eyeball do not get it out. Drop two drops of castor oil in the eye, cover eye with soft pad, bandage lightly and take to a doctor. * Sprain: Apply dry bandage firmly wrapped round the affected part and soak with cold water Rest the limb * Shock: Rest the patient by laying him or her on the coach Loosen clothing Give warmth by hot beverage and hot water bottle Keep the surrounding area silent