Hotelhousekeeping 131121003520-phpapp02

Hotel Housekeeping, Semester- Second
Compiled & Printed by ECDL Educations Pvt. Ltd. Page 1
Hotel House Keeping
Diploma
In Hotel & Hospitality Management
First Semester
Subject Code-HM-23
School of Distance Education
Karnataka State Open University, Karnataka

Copyright 2012, Karnataka State Open University
All Rights Reserved
Compiled and Printed
By
ECDL Institute of Management Studies
For,
School of Distance Education
Karnataka State Open University

Preface
“Cleanliness is next to godliness” is considered as the most important
aspect of hospitality Industry. Housekeeping in a hotel plays one of the
most significant part in not just keeping the surrounding clean & tidy
but also in giving the room and other important areas the aesthetic
appearance.
This artistic or visual appearance is the reason for a guest to attract to the
property again & again. There are other many more key works in a
housekeeping department which helps a hospitality industry to run the
operations smoothly.
We have penned the most important and updated information in the field
of Housekeeping which would help the Hospitality students to know & be
aware of this department.
ECDL…..

CONTENTS
BLOCK-I
UNIT Topic Contents Page No.
1 Role of
housekeeping
1.1 Introduction 09
1.2 Importance of Housekeeping 10
1.3 Amenities provided by Housekeeping 10
1.4 Housekeeping role in a hotel industry 11
2 Functions of
housekeeping
dept.
2.1 Cleaning, Maintenance 13
2.2 Aesthetic upkeep, Linen Management 14
2.3 Manual Cleaning, Mechanical Cleaning 14
2.4 Care of equipment, Different cleaning agents 15
3 Types of rooms 3.1 Single room, Double room 17
3.2 Suite- Single, Double, Duplex 18
3.3 Cabana 18
3.4 Penthouse 19
4. Organizational
structure of
H.K. dept.
4.1 Duties & Responsibilities 21
4.2 Executive housekeeper, Asst. Housekeeper 22-23
4.3 Linen room supervisor, uniform room sup. 24
4.4 Desk control supervisors, 25
BLOCK –II
5 Emergency
Procedures
5.1 Fire 29
5.2 Death or accidents 30
5.3 Theft 31
5.4 Vandalism 32
6 Hygiene &
Sanitation
6.1 Hygiene & Sanitation. 34
6.2 Hygiene and safe methods of cleaning 35
6.3 Sewage disposal. 36
6.4 Importance of Hygiene in Hospitality Industry 37
7 Inter
departmental co-
operation
7.1 Front office- Housekeeping 39
7.2 Engineering Maintenance & HK 40
7.3 Food & Beverage & HK 40
7.4 Cooperation- Security & Personnel 41
8 Linen / Uniform
Room &
Laundry
8.1 Linen room, Linen room work, storage, stock taking 43
8.2 Uniform Room, staff uniforms 44
8.3 Laundry in-house, contract, 45
8.4 Valet Service, equipment, method 46-47
BLOCK –III
9 Stain Removal 9.1 Stain removal agents 51

9.2 Acids, alkalis, Bleaches 52
9.3 stain removal from diff. surfaces 53
9.4 Points to remember 54
10 Pest Control 10.1 Moths, carpet beetles 56
10.2 Wood boring beetles, 57
10.3 Rats & Mice 58
10.4 Wood rot, Waste disposal 59
11. Interior
Decoration
&
Flower
arrangements
11.1 Principles. proportion 61
11.2 Balance, Rhythm, general rules, Themes 62
11.3 Interior Decoration and landscaping, ) The design team 63
11.4 Elements of interior design, Design Components 64-65
12. Safety Procedure
and precautions
12.1 Health & Safety 67
12.2 Fire & Personal Injury 68
12.3 Cuts & Burns 69
12.4 Accidents, fire emergency 70
BLOCK –IV
13 Textiles and
types of fibers
13.1 Types of textiles 75
13.2 Types of fibers 76
13.3 Carpets 77-78
13.4 Carpet problems 79
14 Bed-making 14.1 Bed making procedure 81
14.2 Types of service. 82-83
14.3 Types of Bed 84-85
14.4 standard sizes of bed 86
15 Types of
Budgets
15.1 What is Budget 88
15.2 Capital budget 89
15.3 Operational budget 90
16 Maintenance 16.1 Mason: Painter: Tailor: Plumber: Gardener: Carpenter: 92
16.2 Air-conditioning. Electrician 93
16.3 Staff Organization : Inventory 93
16.4 Storage Techniques and Skills. : Stocking Procedures Bin
Cards. Storage Temperatures,
94

UNIT-1
ROLE OF HOUSEKEEPING
CONTENTS
1.0 Objectives
1.1 Introduction
1.2. Importance of Housekeeping
1.2.1 Comfort
1.2.2 Cleanliness and Hygiene
1.2.3 Privacy
1.2.4 Safety and Security
1.2.5 Decor
1.3 Amenities provided by housekeeping
1.4 Housekeeping role in a hotel Industry
1.5 Lesson Summary
1.6 Key Words
1.7Questions to Solve
1.8 References
1.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
◘ Housekeeping and its importance
◘ Functions of housekeeping
◘ Relationship of housekeeping with other departments
◘ Types of guest rooms and the amenities supplied.
1.1 INTRODUCTION
Housekeeping is an important and integral part of the guest experience and satisfaction.
Other things such as security are important, but what guests really want is to feel at
home, to feel comfortable. Although the staff providing this service do not necessarily
interact directly with the public, the quality of their work is critical in shaping guests‟
pleasant memories of their stay.
1.2 IMPORTANCE OF HOUSEKEEPING
1.2.1. Comfort: Achieve the maximum efficiency possible
in the care and comfort of the guests and in providing
support services for the smooth running of the hotel. Every
hotel spends a lot of effort in ensuring the quality of beds,
mattresses, channel music, TV, air conditioner if
applicable, attached bar etc. The comforts must be
regularly maintained and should be properly functioning. It is the duty of the

housekeeping department to ensure comfort and a welcoming atmosphere to the guests
as well as strive to extend courteous, reliable and satisfactory service from staffs of all
departments.
1.2.2. Cleanliness and Hygiene: Ensure a high standard of cleanliness and general
upkeep in all areas. Clean and well maintained areas and equipments create a favorable
impression on the guest. Hygiene is maintained especially in the wash rooms, toilets,
pool changing room, health club, etc.
1.2.3. Privacy: The prime concern of any guest, irrespective of whether rich or poor,
common man or celebrity, is privacy. Room windows are provided with curtains.
Windows could normally overlook good scenic view, away from the prying eyes of
others in the hotel or outside public. Housekeeping staffs ensure the privacy of the
guests and they should be trained with proper procedures to enter the room.
1.2.4. Safety and Security: Security is one of the prime concerns of a hotel guest. The
housekeeping department staffs should ensure the safety and security of the guests with
the help of security services. They should also make sure that fire fighting equipments
and emergency alarms are functional at all times. They should also ensure peace, quiet
and noise free atmosphere in the area.
1.2.5. Décor: Creating a pleasant and classy ambience is also one of the major concerns
for a guest. This is not easy and requires a good eye for detail. This work is an art and
the housekeeping staff is mainly responsible for creating a pleasant atmosphere.
1.3 AMENITIES PROVIDED BY HOUSEKEEPING
Amenities are complimentary items that would be
delivered to regular, VIP, returning and complaint guests.
Amenities include items such as:
● Fruit basket
● Cheese board
● Bottle of wine or champagne
● Chocolates
● Fresh flowers
Amenities are normally commissioned by the guest relations or sales executive and
delivered to the room by the Room Service department.
Amenities include items such as:
● Closes curtains or drapes
● Dims lights
● Folds down bed top sheet
● Replenishes towels, toiletries and stationary
● Places room service breakfast menu on guests' pillow
● Places complimentary mint or chocolate on the pillow or bottled water at the bedside
● Places disposable slippers beside the bed
● Empties rubbish bins

1.4 HOUSEKEEPING ROLE IN A HOTEL INDUSTRY
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”.
A hotel survives on the sale of rooms, food and beverage and other minor
operating services such as laundry, health clubs etc. Of these, the sale of room
constitutes a minimum of 50 percent. In other words, a hotels largest margin of profit
comes from room sales because a room once made can be sold over and over again. A
good hotel operation ensures optimal room sales to being in the maximum profit.
The room sale is dependent on, apart from several other things 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 are 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

1.5 LESSON SUMMARY
The housekeeping is the department of a hotel charged with cleaning and maintaining
rooms and public spaces. The housekeeping department is responsible for the daily
cleaning of public rooms (lobbies, corridors, meeting rooms), private bedrooms and
public washrooms. In addition, it handles the laundering of linens and in some
instances, guest laundry as well.
1.6 KEY WORDS
Strive- struggle, try hard, attempt
Courteous – polite, well-mannered, considerate
Reliable – dependable, trustworthy, consistent
Celebrity - famous person, personality, icon
Hygiene- cleanliness, sanitation
Optimal – best, most favorable, finest
1.7 QUESTIONS TO SOLVE
1. What is the importance of Housekeeping in hotel Industry?
2. What are the amenities provided by Housekeeping?
3. What is the role of Housekeeping in Hotel Industry?
1.8 REFERENCES
1. Martin Robert J, Professional Management of Housekeeping Operations, John Wiley &
Sons New York.
2. Andrews Sudhir, Hotel Housekeeping Training Manual, Tata Mc Graw-Hill
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels & residential Establishments,
William Heinemann.

UNIT- 2
FUNCTIONS OF HOUSEKEEPING DEPARTMENT
CONTENTS
2.0 Objectives
2.1 Introduction
2.2. Functions of Housekeeping
2.2.1 Cleaning Rooms and Public Areas
2.2.2 Bed Making
2.2.3 Linen Management
2.2.4 Laundry Services
2.2.5 Pest Control
2.2.6 Key Control
2.2.7 Safety & Security
2.2.8 Interior Decoration
2.2.9 Room Maintenance
2.3 Lesson Summary
2.4 Key Words
2.6 References
2.0 OBJECTIVES
◘ Functions of housekeeping
◘ Basic functions like cleaning, bed making, linen management
◘ Laundry, pest control, key control, & other main functions
2.1 INTRODUCTION
The impact of the housekeeping function on the success of a hotel‟s operations cannot be
underestimated, since large revenue for hotel industry is generated mainly from the sale
of rooms.
Good housekeeping is the foundation of good infection prevention. The general
cleanliness and hygiene of a facility are vital to the health and safety of guests, staff, and
visitors. Pleasant work environment contributes to staff members' satisfaction, making
them to be more productive. A more pleasant environment improves guest satisfaction
and can increase guest‟s use of services and frequent visits.
2.2 FUNCTIONS OF HOUSEKEEPING
Housekeeping department holds the responsibility of cleaning, maintenance and
admirable upkeep of the hotel. The main functions of housekeeping are overall
cleanliness, bed making, ensuring maintenance of the building and its infrastructure,

laundry, linen management, key control, pest control, safety and security of the guests
as well as the infrastructure and interior decoration. All this ensure the ambience and
promotes a congenial environment. The basic function of the
housekeeping is explained briefly:
2.2.1. Cleaning Rooms and Public Areas
Housekeeping department cleans the rooms and toilets and
wash basins in the room. Apart from cleaning the guest
rooms, housekeeping department is also responsible for
cleaning floor, terraces, elevators, elevator lobbies, corridors
of guest floors, floor linen closets, mop and janitor‟s closets, service lobbies and service
stairways, function rooms, shopping arcade, cabanas, bars, dining rooms, offices,
uniform rooms, tailor rooms, upholstery, shops, store rooms and swimming pools. To be
concise, the housekeeping department is responsible for the total cleanliness of a hotel.
2.2.2. Bed Making A guest requires a comfortable bed to take rest,
relax and enjoy. A bed that is well- made will provide the required
comfort. Bed making is a skill that requires to be developed by the
housekeeper, as it not only provides comfort to the guest, but also
adds to the pleasant ambience of a guest‟s room. Guests should not be
able to tell if anyone has slept in the room, so a clean environment and
perfect bed making is major consideration of this department.
2.2.3. Linen Management
One of the important jobs of the Housekeeping Department is clothes and linen
management. This involves all functions from purchase of linen to laundering, storage,
supplies and to condemnation. In a hotel different types of clothes and linen are used
such as the bed sheets, pillow covers, napkins, towels, hand towels, table covers,
curtains, cushion covers etc. All of these require regular maintenance.
2.2.4. Laundry Services
It is the job of the Housekeeping Department to ensure clean and hygienic washing of all
the linen items, and then distributing them to different areas of the hotel. The
relationship between the housekeeping and laundry is significant for the smooth
functioning of housekeeping services. One of the supporting roles of the laundry is to
provide valet services to house guests.
2.2.5. Pest Control
Pest Control is another major job of the Housekeeping Department. No matter how
clean one keeps the surroundings, one cannot avoid the “uninvited guests” – the pests.
It is not only embarrassing but also speaks badly of a hotel where one sees rats,
cockroaches, and lizards running around. Therefore, pest control is one of the primary
responsibilities of the housekeeping department.
2.2.6. Key Control
Key control is one of the major jobs of the housekeeping department. The room keys
have to be handled efficiently and safely before and after letting the room.

2.2.7. Safety and Security
The Housekeeping Department is responsible for maintaining a peaceful atmosphere in
the hotel. If the guests and staff always fear for their safety and the safety of their
belongings, the atmosphere will be very tense. Hence the housekeeping department staff
should be aware of ways to protect himself and others, especially the guests around him
and the property of the hotel from accidents and theft. Several accidents could occur at
the place of work. These include fire accidents, falls, wounds, injuries, negligence in
handling electrical equipment etc. It is important for all housekeeping personnel to
know about first aid as they could be the first ones on the spot to give immediate
attention to a guest and also an employee in trouble.
2.2.8. Interior Decoration
Interior decoration is the art of creating a pleasant
atmosphere in the living room with the addition of a
complex of furnishings, art, and crafts, appropriately
combined to achieve a planned result or design. These arts
and crafts have to be well maintained by the housekeeping
department. Decorating flowers is a creative and stimulating art which often carries a
message or theme. Flowers and indoor plants add color and beauty to a room.
2.2.9. Room Maintenance
Good housekeeping department is just as responsible for the hotel's maintenance as an
engineering department. In an ideal environment, t h e housekeeping staff and
managers should act as the eyes and ears of the engineering department. If damaged or
broken items are not reported, they can't be fixed. Proper maintenance will make the
perception of cleanliness easier to maintain and reduce guest complaints.

2.3 LESSON SUMMARY
For a pleasant stay, guest expects Comfort, Cleanliness and Hygiene, Privacy, Safety and
Security and Décor. Housekeeping department holds the responsibility of cleaning,
maintenance and efficient upkeep of the hotel. The main functions of housekeeping is
overall cleanliness, bed making, ensuring maintenance of the building and its
infrastructure, laundry, linen management, key control, pest control, safety and security
of the guests as well as the infrastructure and interior decoration.
2.4 KEY WORDS
Underestimated – undervalue, underrate, miscalculate
Foundation – base, basis, groundwork
Admirable – excellent, worthy, marvelous
Congenial – friendly, pleasant, agreeable
Condemnation – disapproval, blame, criticism
Embarrassing – uncomfortable, uneasy, upsetting
Negligence – carelessness, neglect, disregard
1. Write in short about cleaning of Rooms & Public areas?
2. Write in short about Bed Making?
3. Write in short about Linen Management?
4. Write in short about Laundry Services?
5. Write in short about Pest Control?
6. Write in short about Key Control?
7. Write in short about Safety & Security?
8. Write in short about Interior Decoration?
9. Write in short about Room Maintenance?
2.6 REFERENCES
Sons New York.
Publishing Co. Ltd.
William Heinemann.

UNIT- 3
TYPES OF ROOMS
CONTENTS
3.0 Objectives
3.1 Introduction
3.2. Types of rooms
3.2.1 Single Room
3.2.2 Double Room
3.2.3 Deluxe Room
3.2.4 Twin Room
3.2.5 Hollywood Twin
3.2.6 Studio
3.2.7 Suite
3.2.8 Penthouse Suite
3.2.9 Parlor
3.2.10 Executive Room
3.2.11 Duplex room
3.2.12 Interconnected room
3.2.13 Efficiency room
3.2.14 Cabana
3.2.15 Sico
3.3 Lesson Summary
3.4 Key Words
3.6 References
3.0 OBJECTIVES
◘ Types of Rooms
◘ The facilities available in different rooms
3.1 INTRODUCTION
In this unit we will discuss about the various types of rooms available as per the need
and comfort they would like to have. These rooms are made as per the number of
persons to be accommodated and also in view of the luxury and sophistication they are
looking for. There are other rooms too which are for various other purposes in a hotel.
3.2 TYPES OF ROOMS
The size and furnishing of a room solely depends on the type of the hotel and the
classification of rooms.
3.2.1 Single Room

A single room has a single bed for single occupancy. It is a standard room having
a dressing-cum-writing table.
3.2.2 Double Room
It is a room with one double bed meant for two people. It is a
standard room having a dressing-cum-writing table.
3.2.3 Deluxe Room
This room is well furnished, carpeted and more suitable for
single persons and small families. Deluxe Rooms are available
with Single and Double beds.
3.2.4 Twin Room
A room with two single beds meant for two people having only one bedside
table between the two beds.
3.2.5 Hollywood Twin
It is a room with two single beds and one single headboard meant for two
people. When need arises, the two beds can be bridged together to make it
appear as a double room.
3.2.6 Studio
The studio room is the room for the guest with option of self catering. It has a
queen size bed, air conditioning, fan and screens. There is also a dining area and
a seating area.
3.2.7 Suite
A suite in a hotel mostly denotes a class of luxury rooms. Suites offer more space
and furniture than a basic hotel room. In addition to the standard bed and
bedroom fixtures, a suite will typically add a living room, usually with a couch
that folds into a bed. Dining, office and kitchen facilities are also added in some
suites. Many large hotels have one or more "honeymoon suites", and sometimes
the best room is called the "presidential suite". Some hotels now offer only
regular suites. Regular suites are particularly aimed at business travelers who
would both appreciate additional space and may use it to host small meetings or
entertain guests.
3.2.8 Penthouse Suite
A penthouse suite is mostly on the highest floors of hotel
building. Penthouses are typically differentiated from other
rooms by luxury features. A penthouse suite may also
provide occupants with private access to the roof space
above the suit, instead of or in addition to terrace space created by an adjacent sit
back.
3.2.9 Parlor
A parlor is a room equipped and furnished for a special function or business. It is
generally a lavishly decorated room with more facilities like bar, pantry,
massage. Usually the room is sold on hourly basis.

3.2.10 Executive Room
It is larger bedroom with a sitting area provided with chairs and usually sofa.
There is a dressing table as well as a writing table.
3.2.11 Duplex Room
A set of rooms not on the same level but it is connected by an internal staircase.
Generally, the parlor is at the lower level and the bedrooms are at the upper
level.
3.2.12 Interconnected Rooms
Two rooms adjacent to each other having an interconnecting door, allowing
entry from one room to another, without having to go through the corridor. The
interconnecting doors can be opened or locked as per the guest‟s choice.
3.2.13 Efficiency Room
It is a room with some kitchen facilities found in motels and residential hotels.
3.2.14 Cabana
Cabana is generally a shelter on a beach or at a swimming pool used for bathing.
But now some hotels provide cabana with contemporary beauty, comfort,
protection and privacy with all basic facilities alongside the swimming pool, on
the beach, in the garden and in any lounging area to individual guests for
occupation. The rent for cabana is usually less as they would not have luxurious
décor.
3.2.15 Sico
Sico room is a smart solution to space efficiency. Sico rooms
usually have special beds which can be folded according to the
guest‟s need. Guests get a meeting room by day and a sleeping
room by night, with the comfort of a real mattress. With most
meetings today consisting of ten people or less, Sico rooms offer
the flexibility to accommodate small meetings without tying up
large meeting rooms.

3.3 LESSON SUMMARY
As per the present scenario in Hospitality, clients are provided the facilities and luxury;
Present day hotels do provide best possible facilities a guest needs when they visit their
hotel to make them feel a home away from home. There are rooms as per the number
persons and as per the level of sophistication. Various rooms are single, double, deluxe,
twin, Hollywood twin, parlor, studio, suite, penthouse suite, executive, interconnected,
efficiency, cabana & Sico rooms
3.4 KEY WORDS
Sophistication – classiness, style, superiority
Couch – sofa, divan, settee
Terrace – patio, veranda
Lavishly – plentifully, abundantly, generously
Luxurious – comfortable, lavish, lush
Décor – decoration, furnishings, interior decoration
1. Write in short about Single & Double room?
2. Write in short about Twin & Hollywood twin room?
3. Write in short about Suite & Penthouse suite?
4. Write in short about Deluxe & Studio room?
5. What is the difference between Parlor, Duplex & Executive room?
6. Write in short about Interconnected & Efficiency room?
7. What is a Cabana & Sico rooms?
3.6 REFERENCES
Sons New York.
Publishing Co. Ltd.
William Heinemann.

UNIT-4
ORGANIZATIONAL STRUCTURE OF H.K. DEPARTMENT
CONTENTS
4.0 Objectives
4.1 Introduction
4.2. Organizational structure of HK Department
4.3 Duties & responsibilities of HK Staff
4.3.1 Executive Housekeeper
4.3.2 Floor Supervisor
4.3.3 Uniform / Linen Room Supervisor
4.3.4 Cloak room attendant
4.4 Lesson Summary
4.5 Key Words
4.6 Questions to Solve
4.7 References
4.0 OBJECTIVES
◘ Organizational structure of housekeeping department
◘ Duties and responsibilities, of housekeeping staff.
4.1 INTRODUCTION
The success and credibility of the hotels depends solely on their in-house professionally
skilled team. Top quality service, with dedicated, trained, intelligent, sincere, honest and
motivated staff is what is important for a hotel housekeeping department. This team
succeeds in building and maintaining the image and reputation of the hotel and creating
and sustaining regular and privileged guest visits.
For providing excellent and satisfying quality service, lot of effort has to be made
towards organizing and training the housekeeping staffs continuously. Additionally, the
trained staff must be retained ensuring the consistency and staff dedication remains
focused through various methods of training and motivation.
The largest work force of the hotel is in the housekeeping department. It would be
appropriate at this stage to understand the hierarchy, duties and responsibilities of all
the housekeeping staffs for effective communication and coordination.

4.2ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT
The organizational structure of the housekeeping department mainly depends on the
activities and the size of the hotel. The charts above show the organizational of structure
of the large sized hotels. In the small hotels one or more jobs are integrated and handled
by the few housekeeping personnel‟s.
1. Executive Housekeeper
He is responsible and accountable for the total cleanliness, maintenance and aesthetic
upkeep of the hotel. This is achieved with the resources of manpower, materials,
machines, money, space and time available to him.
2. Assistant Housekeeper
May be one for each shift of a large hotel, He may be the housekeeper of a small hotel or
the only deputy to the Executive Housekeeper of a medium-sized hotel. He manages the
resources given by the Executive Housekeeper to achieve the common objectives of
cleanliness, maintenance and attractiveness in a given shift. His accountability normally
ends on the completion of his shift.
3. Uniform Room Supervisor
A non-management person, solely responsible for providing clean serviceable uniforms
to the staff of the hotel. As the hotel staff is all practically in uniforms his / her task is
enormous and demanding as he / she has to keep an inventory control on various stages
of use, such as, when sorted ones are handed over, or those which are being washed or
dry-cleaned in the laundry.
4. Uniform Room Attendants
The uniform supervisor is assisted by attendants who actually do the issue of uniforms
in exchange for soiled ones for onward transmission to the laundry. These attendants are
in actual contact with the staff.
5. Linen Room Supervisors
A non-management person solely responsible for the acquisition, storage, issue and
cleanliness of linen in its various forms. His job is a mammoth task because he keeps
track of all linen as they would number in thousands.

6. Linen Room Attendant
He assists the supervisor by actually issuing linen and filling such records as necessary.
7. Tailor /Seamstress
Tailor or seamstress personnel are responsible for stitching and mending the linen and
upholstery‟s.
8. Helpers They are to be found both in Uniforms and linen Rooms and do the physical
work of transporting, counting and bundling of uniforms and linen.
9. Floor Supervisor
Responsible for the cleanliness, maintenance and present ability of the guest floors
attached to him in a shift. His scope encompasses guest rooms, corridors, staircases and
floor pantries of the allotted floor.
10. Public Area Supervisor
Responsible for the cleanliness, maintenance and present ability of all public areas which
include restaurants, bars, banquet halls, garden, administrative offices, shopping arcade,
health club, swimming pool, main entrances and car park areas.
11. Room Attendants
They are known also as chamber maids or room boys. They do the actual cleaning of
guest rooms and bathrooms allotted to them. They are not responsible for the cleanliness
of corridors, guest elevators or floor pantries.
12. Head Houseman
Supervises the work allotted to Houseman, especially those in public areas. In medium
sized hotels he could be the person in charge of housekeeping on night shifts.
13. Housemen
Usually handy men that do the heavy physical cleaning required in guest rooms and
public areas. Their job would include vacuuming, shifting of furniture, cleaning of
windows panes, mopping, braising, sweeping, etc.
14. Desk Control Supervisor
Is the hub of information dissemination in housekeeping and is thus the critical person
in housekeeping operations. The Housekeeping Desk must be manned 24 hours as
guests and staff will contact this desk to transmit or receive information. It is the Desk
Control Supervisor who co-ordinates with the front office for information on departure
rooms and handing over cleared rooms. The Desk also receives complaints on
maintenance from Housekeeping supervisors spread all over the hotel.
4.3 DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFFS
4.3.1 Executive Housekeeper
1. Supervise and be responsible for cleanliness, order and appearance of the hotel rooms
and public areas, annexes, cottages, facilities, service corridors, linen and uniform
rooms, shopping arcades and employees.
2. Schedule, recruit, train, and recommend hiring, discharging and discipline of all
department employees through management and in accordance with labor regulations.

3. Prepare reports as required.
4. Participate in all department head meetings. Supervise preparation of maintenance
requisitions and maintain follow-up file to ensure that all public areas and guest
accommodations do not deteriorate from standard.
5. Train all employees to perform their best in the standard procedures as applicable to
their job positions.
6. Develop and recommend standard procedures for new tasks or changed conditions.
7. Inspect personally, and supervise inspections by Assistants of all areas in a frequent
and unvarying schedule.
8. Pay particular attention on inspection to the presence, of odors and pests and
appropriate control measures.
9. Work closely with the General Manager on day-to-day Housekeeping requirements.
10. Supervise linen stock and recommend the maintenance of adequate quantities of
cleaning equipments and cleaning supplies with due regard to delivery requirements
and import restrictions on cleaning equipments. Develop and supervise the maintenance
of the lost and found procedure including the disbursement of unclaimed articles to
employees.
11. Prepare the annual housekeeping budget for submission to the General Manager.
Identify reliable suppliers of housekeeping materials including carpets, linen, etc, and
recommend them to the Purchase Department. Develop Housekeeping Systems and
Procedures and see that they are followed diligently. Plan, control and supervise
horticultural requirements and commitments.
4.3.2 Floor Supervisor
1. Assign duties to the floor housemen and room attendants.
2. Inspect each room completed by Room Attendants according to specified room
checklist and ensure that they meet the standards of the establishment in terms of
cleaning, functional and aesthetic value.
3. Check par stocks of linen and guest supplies and cleaning supplies on floors and
ensure timely delivery of soiled linen to laundry and requisition for fresh linen from
linen room and guest supplies / cleaning supplies from the stores.
4. Train Room Attendants and Housemen for maximum productivity and standards of
efficiency.
5. Submit performance appraisals periodically for each staff under his / her control.
6. Check all safety systems on the allotted floors.
7. Liaise with security on security aspects on guest floors.
8. Account for movement of linen from his / her floors.
9. Prepare housekeeping occupancy lists for front Office.
10. Check all maids‟ carts to ensure it is well stocked with linen and supplies and as per
standards stipulated.
11. Follow upon maintenance orders sent to Engineering.

4.3.3 Uniform / Linen Room Supervisor
1. Schedule linen / uniform room staff.
2. Check periodically the condition of uniform and hotel linen.
3. Assign daily work to tailors.
4. Devise and maintain an effective control system to issue clean linen and uniforms.
5. Co-ordinate closely with the laundry department to ensure timely supply of fresh
uniforms and linen.
6. Conduct periodic inventories of linen and uniforms.
7. Ensure that all linen, uniforms needing stitching, mending is immediately attended to
before being sent to the Laundry Department.
8. Ensure that the Linen Room is kept neat and clean.
9. Ensure that all linen, uniforms and materials are neatly and systematically stacked
and arranged and properly labeled.
10. Train the staff to perform their duties effectively and, efficiently.
11. Maintain all relevant records in respect of material, uniforms / linen-storage and
movement.
4.3.4 Cloak Room Attendant
1. Take soiled hand towels to the linen room for replacement.
2. Maintain adequate stocks of soap, detergents and hand towels to meet demands at
peak level.
3. Maintain shoe-shine kit and clean guest shoes, if required.
4. Maintain all cupboards and fixtures installed in the cloak room.
5. Maintain a polite, dignified and helpful attitude to guests.
6. Report any plumbing deficiencies to Public Area Supervisor.
7. See that clack rooms are immaculately clean. Faucets should be sparkling, wash basins
dry and environment free of unpleasant odor.
8. Supply the guest with towels, soap, comb, brush and powder.
9. Sweep, wash and scrub the floors.
10. Clear the soiled linen periodically from the baskets.

4.4 LESSON SUMMARY
The success of the hotels depends solely on their staffs. For providing excellent and
quality service, lot of effort has to be made towards organizing and training the
housekeeping staffs. The largest work force of the hotel is in the housekeeping
department.
The organizational structure of the housekeeping department mainly depends on the
activities and the size of the hotel. Generally, the housekeeping department shall have
staffs like Executive Housekeeper, Assistant Housekeeper, Uniform Room Supervisor,
Uniform Room Attendants, Linen Room Supervisors, Linen Room Attendants, Tailor /
Seamstress, Helpers, Floor Supervisor, Public
Area Supervisor, Room Attendants, Head Houseman, Desk Control Supervisor, Runner,
Cloak Room Attendants, Hat-Checkers, Night Supervisor, Horticulturist, Head
Gardener, Gardeners.
4.5 KEY WORDS
Credibility – trustworthiness, reliability, sincerity
Hierarchy - pecking order, chain of command
Privileged- fortunate, honored, advantaged
Mammoth – enormous, huge, massive
Encompasses – include, cover, take in
1. Mention the duties & responsibilities of Executive Housekeeper?
2. Mention the duties & responsibilities of Floor Supervisor?
3. Mention the duties & responsibilities of Uniform / Linen room Supervisor?
4. Mention the duties & responsibilities of cloak room attendant?
5. Write in short about Executive Housekeeper and Assistant housekeeper?
6. Write in short about Uniform room supervisors & Uniform room attendant?
7. Write in short about Linen room supervisor & Linen room attendant?
8. Write in short about Tailors & Helpers
9. Write in short about Desk control, Public area & Floor Supervisor?
10. Write in short about Head Houseman, Housemen, & room attendant?
4.7 REFERENCES
1. Andrews Sudhir, Hotel Housekeeping Training Manual,Tata Mc Graw-Hill
Publishing Co. Ltd.
2. W. Winter, Doris Hatfield, H. Hatfield, The Professional Housekeeping, Hyperion
Books.

UNIT – 5
EMERGENCY PROCEDURES
CONTENTS
5.0 Objectives
5.1 Introduction
5.2. Lost & Found
5.3 Theft
5.4 Bomb Threat
5.5 Fire in the Hotel
5.6 Death
5.7 Accidents
5.8 Vandalism
5.9 Drunken Guest
5.10 Lesson Summary
5.11 Key Words
5.13 References
5.0 OBJECTIVES
◘ Various Emergencies which arises in a hotel Industry.
◘ Procedures to handle such situation.
5.1 INTRODUCTION
In a hotel the front office department has to face so many emergencies such as lost
and found, fire in the hotel, death, accidents, vandalism damage to property by resident
guest drink guest and theft. The front office should be able to handle such critical cases
and so they should have knowledge and skill, otherwise it causes a great loss to the
hotel.
5.2 LOST AND FOUND
This is a term used in hotel 'parlance' to refer any item temporarily
misplaced or lost by a guest, traced later by hotel staff. Such articles are handed over to
the house keeping department, who maintains a special locker for the same. If the items
belong to guest who has checked out, then a letter is sent out to the forwarding address
furnished on the registration card. If no reply is received within a specified time period,
the article may be given away to the staff members who found the article.
If last guest belongings are found in public areas and the guest is still residing in
the hotel, then the housekeeping keeps such articles such time when specific enquiry is
made at the front office or lobby. In this case the guest should be required to give a

description of the article before it is shown to him, because it make possible to relate the
lost articles to the right person.
5.3 THEFT
In most hotels there is the possibility that dishonest staff will remove all hotel property,
be it food, bed, linen, towel, etc. for their own use. The security of these hotel properties
has the responsibility of each departmental head. A frequent stock taking and spot
checks are essential not only to establish quantities of items in stock, but also to monitor
unusual loses which might point to staff theft.
In most hotels there is a staff entrance to the premises and a clock in system were by
each staff is required to punch a card upon arrival and departure from his or her work
showing the time of duty. The timekeeper will also act as a watchman to see that
nothing expect the staffs personal property is removed. From the hotel and may have
the right to check workers bag and basket to open parcels carried out of the hotel and to
call the manager or security officer if necessary.
Where it is possible to minimize theft from the hotel by the staff 'souvenir hunting' by
when guest recognize to practice most hotel budget for the lose of such items as cloth
hangers, ashtrays, bed sheets, towels, toothpick stand, flower vase, etc. But loss of the
towel, bed sheet, table lamp, pictures, flowers and any other movable objects become
costly to the hotel. It is not possible to institute a search of each department guest
luggage. But upon entering a vacated room a chambermaid will know immediately that
such items are missing and security staff or the management can be alerted, often before
guest leaves the hotels. Some hotels may accept the loss of less expensive items of good
will especially in their hotels where such theft is minimal. When most guests challenged
will usually relinquish those objects, which have been packed in their luggage, often
claiming it was a careless use on their behalf. Police action is not advisable. The hotel
staff approaches the situation with tact and firmness the matter can be resolved.
5.4 BOMB THREATS
It is an unfortunate fact that no hotel regarding of its size and situation emerge from the
frightening advent of the 'Bomb scare'. Most bomb threats are made by telephone and it
is generally the telephone operator or receptionist who receives them. The operator
should be trained how to bear with such situation. He should write down the exact
words, spoken by the caller and rate the sense and any accent, which by notice, able.
Any background noises to the call might assist the police in training its place of origin.
The operator should calmly tell the calls that the hotel is occupied and detonation of a
bomb would cause death or injury to innocent people. A fellow member of staff should
be alerted to listen in to the call, in case the operator might miss something or important.

The general manager or the duty manager and the security officer should be
notified immediately. Under expert guidance or search for the device will commence. It
must be left for experts to move and defuse. In case of serious bomb it is necessary to
evacuate all guest and staff from hotels. Once the building has been cleared of all staff,
guest and visitors no one should be allowed to re-enter until the all clear signs is given
by the authorities.
5.5 FIRE IN THE HOTEL
As soon as the fire is detected and intimated to the front desk, the first thing to do is to
inform the telephone department. In most hotels the telephone department plays the
vital role of alarming the hotel. In, smaller hotels, which have the telephone function,
merged with the front office operations the procedure would be to call the fire
department in the city for help. The front office should alert all guest and inform them
to use the staircase and not the elevator. The telephone exchange should always be
manned during the fire to felicitate communications from one point to another. If the
front office staff has to get actively involved in the fire procedures then they should
search each room thoroughly, especially under beds or in closets or bathrooms to ensure
that no guests are left behind. They must guide the guest through the staircase, and help
in extinguishing the fire by the use of appropriate fire extinguishers (foam for electrical
fires and oil fires, water for general fires, and so on).
5.6 DEATH
In case of death, the front office should inform the general manager, the security officer
and call for the hotel doctor of that locality. The general manager may decide to call the
police, the body must be removed by the staff entrance and the room scaled till all
police formalities are ones. People known to the discard are contacted through address
entered on the registration card.
5.7 ACCIDENTS
The house doctor should call immediately on phone and informed to the nature of the
accident and the condition of the guest. The doctor‟s instruction must be followed
immediately. Swabbing wounds with cotton wool and applying a coagulant such as
iodine, alcohol, spirit or just plain mates or after-shave lotion must stop bleeding. If a
fracture is suspected the guest is not moved till the doctor arrives. Burns are to be
treated with creams meant for the purpose.
5.8 VANDALISM
The front office staff must call the hotel security and order the main door to be locked.
If the things get out of hand the police must be called.
Damage to property by resident guest

The front office cashier is instructed to raise charge for the value of damages to property.
A responsible guest will never argue but if the object he must be referred to the general
manager.
5.9 DRUNKEN GUEST
It is time that a drunken guest should never be argued with. He must be politely led
away from the public areas either in to an office or his room. If he is boisterous or
behave unusually the hotel security must be called.

5.10 LESSON SUMMARY
As usual there are many emergencies which arise in a hospitality Industry, and it is
necessary to handle these emergencies in a tactful way with laid down procedures as per
the Industry. Emergencies which arise are, Lost & found articles of Guest, this has to be
handled as per the procedure of the Industry, another important emergency situation is
Theft which also needs a tactful handling. Some of the other emergencies which arise are
bomb threat, Fire, Accident, Death, Vandalism, & Drunken guest.
5.11 KEY WORDS
Critical – serious, vital, significant
Parlance – idiom, manner of speaking, phrasing
Souvenir – memento, reminder, keepsake
Relinquish - give up, hand over, turn down
Advent - coming on, start, beginning
Emerge - come out, materialize, surface
Swabbing – clean, scrub, wipe down
Boisterous – rowdy, unruly, noisy
1. Mention the procedures for Lost & Found?
2. What are the procedures for theft in the hotel?
3. What are the procedures for Bomb threat?
4. Mention the emergency procedures for fire in the hotel?
5. Write in short the procedures for Death & Accidents?
6. Write in short the procedures for Vandalism & drunken guest?
5.13 REFERENCES
Books.
Sons New York.
Publishing Co. Ltd.
4. Joan C. & Lennox, Margaret Branson, Hotel Housekeeping Principles and Practice,
Edward Arnold,London.

UNIT-6
HYGIENE & SANITATION
CONTENTS
6.0 Objectives
6.1 Introduction
6.2. Hygiene & Sanitation
6.3 Hygiene & safe methods of cleaning
6.4 Sewage disposal
6.5 Importance of Hygiene in Hospitality Industry
6.6 Lesson Summary
6.7 Key Words
6.9 References
6.0 OBJECTIVES
◘ Regarding Hygiene & Sanitation and also safe methods of cleaning.
◘ Regarding Sewage disposal & Importance of hygiene in hospitality Industry.
6.1 INTRODUCTION
The term "hygiene" is derived from the name Hygeia, the Greek goddess of health,
cleanliness and sanitation. The hygiene movement began in the 1830s by dedicated
practitioners who rejected orthodox medicines and believed that with hygiene the
spread of infectious disease could be prevented.
The earliest evidence of urban sanitation was seen in Harappa, Mohenjo-Daro and the
recently discovered Rakhigarhi of Indus Valley civilization. This urban plan included
the world's first urban sanitation systems. Within the city, individual homes or groups
of homes obtained water from wells. From a room that appears to have been set aside
for bathing, waste water was directed to covered drains, which lined the major streets.
Roman cities and Roman villas had elements of sanitation systems, delivering water in
the streets of towns such as Pompeii, and building stone and wooden drains to collect
and remove wastewater from populated areas - see for instance the Cloaca Maxima into
the River Tiber in Rome. But there is little record of other sanitation in most of Europe
until the High Middle Ages. Unsanitary conditions and overcrowding were widespread
throughout Europe and Asia during the Middle Ages, resulting periodically in
cataclysmic pandemics such as the Plague of Justinian (541-42) and the Black Death
(1347–1351), which killed tens of millions of people and radically altered societies.

6.2 HYGIENE & SANITATION
Hygiene refers to the set of practices perceived by a community to be associated with
the preservation of health and healthy living. While in modern medical sciences there is
a set of standards of hygiene recommended for different situations, what is considered
hygienic or not can vary between different cultures, genders and groups. Some regular
hygienic practices may be considered good habits by a society while the neglect of
hygiene can be considered disgusting, disrespectful or even threatening.
Sanitation is the hygienic means of promoting health through prevention of human
contact with the hazards of wastes. Hazards can be physical, microbiological, biological
or chemical agents of disease. Wastes that can cause health problems are human and
animal feces, solid wastes, domestic wastewater (sewage, slurry, and grey water),
industrial wastes and agricultural wastes. Hygienic means of prevention can be by using
engineering solutions (e.g. sewerage and wastewater treatment), simple technologies
(e.g. latrines, septic tanks), or even by personal hygiene practices (e.g. simple hand
washing with soap).
The World Health Organization states that:
"Sanitation generally refers to the provision of facilities and services for the safe disposal
of human urine and feces. Inadequate sanitation is a major cause of disease world-wide
and improving sanitation is known to have a significant beneficial impact on health both
in households and across communities. The word 'sanitation' also refers to the
maintenance of hygienic conditions, through services such as garbage collection and
wastewater disposal.
6.3 HYGIENE AND SAFE METHODS OF CLEANING
Hygiene procedures are essential in kitchen operations and cookery,
housekeeping, laundry and food and beverage service. Procedural
guidelines have been set down by relevant government bodies to
ensure an industry-wide benchmark is maintained. Hygiene
procedures include regular hand washing, wearing of appropriate
and clean clothing, as well as ensuring personal hygiene is of an
excellent standard. These procedures assist the safe and hygienic
handling of food and beverages and avoid cross- contamination in food preparation
areas and storage. Other hospitality tasks, including waste disposal, sanitation and
cleaning procedures and the safe handling and disposal of linen and laundry, must
follow correct procedures. Always use cleaning materials, clothes and equipment to
avoid transferring microorganisms.
Safe storage of food and beverages are essential and specific guidelines are set down for
temperature control and storage of all foods in the preparation and storage areas in the
hospitality industry. Frozen, dry storage and fresh ingredients have their individual
requirements.
Safe garbage disposal is also very important in maintaining good hygiene. Garbage
clearing procedures vary in different hospitality areas, however, every sector of the

industry must ensure waste is disposed of thoroughly, and stored away from the
premises so that kitchen and food storage areas do not smell or foster a breeding ground
for vermin and flies.
Garbage bins should always be washed out and disinfected after being emptied.
Cleaning and sanitizing of bins and lids, regular emptying of rubbish, and lining bins
with plastic liners helps to ensure garbage is managed hygienically. The waste storage
and disposal area is typically separated into cartons, glass and plastic and non-
recyclable sections. This area needs to be cleaned and hosed daily.
It is important when handling linen that dirty and clean products never come into
contact with each other. Linen includes bed linen, serviettes, tablecloths and kitchen
cloths. Disposable gloves should be used when handling linen and dirty linen should be
placed in separate bags. Each hospitality sector & establishment will have their own
specific guidelines to follow.
Correctly following hygiene procedures requires a good understanding of the correct
methods of cleaning and sanitizing. It is important to provide employees with a regular
cleaning routine and make them aware of the standards to which the property needs to
be cleaned.
Cleaning involves scraping, rinsing, washing and rinsing again to removes all traces of
soap. Sanitizing involves sterilizing an area using antibacterial spray/wipes or
sanitizing product after cleaning.
Sanitizers are available from chemical suppliers. Bleach is the basis of most sanitizing
products. Heat is also a sanitizer when water or oven temperatures exceed 75°C. In
commercial situations, dishwashers are set at specific temperatures to ensure utensils are
free from bacteria. The mechanical dishwashing process pre-rinses and washes at
between 66°C and 71°C for 60 seconds. Then items are rinsed at 82°C for 10 seconds to
complete the process.
6.4 SEWAGE DISPOSAL
Sewage collection and disposal systems transport sewage through cities and other
inhabited areas to sewage treatment plants to protect public health and prevent disease.
Sewage is treated to control water pollution before discharge to surface waters
A sewage system may convey the wastewater by gravity to a sewage treatment plant.
Where pipeline excavation is difficult because of rock or there is limited topographic
relief (i.e., due to flat terrain), gravity collection systems may not be practical and the
sewage must be pumped through a pipeline to the treatment plant. In low-lying
communities, wastewater may be conveyed by vacuum. Pipelines range in size from
pipes of six inches (150 mm) in diameter to concrete-lined tunnels of up to thirty feet
(10 m) in diameter.
Community sewage can also be collected by an effluent sewer system, also known as a
STEP system (Septic Tank Effluent Pumping). At each home, a buried collection tank is
used to separate solids from the liquid effluent portion. Only the liquid portion is then
pumped through small diameter pipe (typically 1.5" to 4") to downstream treatment.
Because the waste stream is pressurized, the pipes can be laid just below the ground
surface along the land's contour.

Sewage can also be collected by low pressure pumps and vacuum systems. A low
pressure system uses a small grinder pump located at each point of connection, typically
a house or business. Vacuum sewer systems use differential atmospheric pressure to
move the liquid to a central vacuum station. Typically a vacuum sewer station can
service approximately 1,200 homes before it becomes more cost-effective to build
another station.
6.5 IMPORTANCE OF HYGIENE IN HOSPITALITY INDUSTRY
Hygiene for specific areas
Hygiene procedures are required for all areas of the hospitality
industry. These procedures vary according to the tasks required
and the business policy standards. Some examples of specific
practices for specific areas include:
• Accommodation – dirty linen should be removed using
gloves; clean and dirty linen should be kept separate
• Kitchen/food preparation areas – correct hand washing and food safety procedures
should always be followed
• Food service areas – gloves should be used for handling food and for food preparation
• Storage areas – cooked and uncooked foods should be stored at the correct
temperatures
• Laundry – dirty linen should be washed using the correct
temperature and method
• Public areas – toilets and restrooms should be kept clean
using suitable chemicals and cleaning equipment
• Garbage storage and disposal – correct handling and
hand-washing procedures should be observed when
disposing of kitchen and accommodation garbage.
Understanding of the importance of hygienic work practices is essential within every
facet of the hospitality industry. All staff must ensure their procedures are safe and
hygienic when in their work environment.
Personal hygiene is the first step in the prevention of hygiene risks. Personal hygiene is
about being clean as a person – you, the employee or employer, paying extra attention to
your physical cleanliness and appearance to ensure that no harmful microorganisms
(e.g. bacteria) or objects (e.g. hair), can be transferred from you to your customers.
Before starting work, it is essential to follow some golden rules of cleanliness and
personal hygiene. These guidelines are essential to prevent potential hygiene risks.
Risks include poor personal grooming, oral and personal hygiene, and working with
open cuts and sores when handling food. One of the most common risks is not washing
hands after eating, smoking, handling garbage or going to the toilet.
Environmental hygiene risks come about through poor work practices, inappropriate
handling and storage of foods, as well as inadequate and/or irregular cleaning practices.
Unsafe and environmentally unsound garbage storage and inappropriate handling of
contaminated kitchen linen can also pose hygiene risks.

6.6 LESSON SUMMARY
Hygiene is an old concept related to medicine, as well as to personal and professional
care practices related to most aspects of living. In medicine and in home (domestic) and
everyday life settings, hygiene practices are employed as preventative measures to
reduce the incidence and spreading of disease. In the manufacture of food,
pharmaceutical, cosmetic and other products, good hygiene is a key part of quality
assurance i.e. ensuring that the product complies with microbial specifications
appropriate to its use.
Sanitation within the food industry means the adequate treatment of food-contact
surfaces by a process that is effective in destroying vegetative cells of microorganisms of
public health significance, and in substantially reducing numbers of other undesirable
microorganisms, but without adversely affecting the food or its safety for the consumer
6.7 KEY WORDS
Unsanitary- unhygienic, insanitary, contaminated, unhealthy
Cataclysmic – catastrophic, disastrous, dreadful, tragic
Pandemics - is an epidemic of infectious disease that has spread through human
populations across a large
Radically – fundamentally, thoroughly, drastically
Microorganisms – bacteria, microbes, germs
Foster – promote, further, cultivate
Vermin – rats, pests, parasites
Antibacterial – sterile, antiseptic, uncontaminated
Topographic- the features on the surface of an area of land
Effluent - waste matter, seepage, overflow
1. What is Hygiene and sanitation?
2. What are safe methods of cleaning?
3. What do you mean by Sewage disposal?
4. What is the importance of Hygiene in Hospitality Industry?
6.9 REFERENCES
Sons New York.
Publishing Co. Ltd.
3. Rosemary Hurst, Housekeeping Management for Hotels and Residential
Establishments, William Heinemann.

UNIT- 7
INTER DEPARTMENTAL CO-OPERATION
CONTENTS
7.0 Objectives
7.1 Introduction
7.2. Front Office
7.3 Personnel
7.4 Purchase
7.5 Engineering
7.6 Laundry
7.7 Food & Beverage
7.8 Security
7.9 Stores
7.10 Lesson Summary
7.11 Key Words
7.13 References
7.0 OBJECTIVES
◘ Various Departments with whom housekeeping coordinates with.
◘ The aspects & procedures of coordination.
7.1 INTRODUCTION
In a hospitality Industry, each and every department needs coordination with the
Housekeeping Department as it should co-ordinate and ensure maximum co-operation
with other departments to provide high quality service. To be successful, a well planned
work schedule should be prepared so as to ensure minimum disruption to the guests
and work flow of other departments. The senior housekeeper is responsible for ensuring
this by supervising a group of staff or working closely with staff from other
departments.
Engineering
Front Office Food & Beverage
Personnel House Keeping Security
Purchase Stores
Laundry
Following department co-ordinates with house keeping:
Front Office
Personnel

Purchase
Engineering
Laundry
Food and beverage
Security
Stores
7.2 FRONT OFFICE
Co-ordination with front office is one of the critical features of house keeping operations.
As soon as there are guest departures the front office rings the house keeping desk and
reports the room numbers of room vacated so that house keeping can take them over to
clean and prepare for sale. Once the room is clean, the house keeping floor supervisor
rings the front office directly or through house desk and hand over the room to front
office for sale. Rooms received by house keeping for cleaning are called “Departure
Room” while cleaned rooms handed over to front office is “Clear rooms”.
7.3 PERSONNEL
House keeping co –ordinates with personnel department for the recruitment of house
keeping staff, salary, administration, indiscipline, grievance procedures, identity cards
for staff, locker facilities, promotions and exit formalities.
7.4 PURCHASES
The purchase department procures out of stock items for house keeping such as guest
supplies kept in rooms, stationery, linen for various types, detergents etc.
7.5 ENGINEERING
One of the most important functions of house keeping is the maintenance aspect of the
hotel for the purpose of keeping furniture, fixtures and facilities in working order,
contemporary and safe for guest.
7.6 LAUNDRY
This is a department that can either enhance the quality of house keeping services. The
responsibility of laundry to house keeping is two fold:
To wash and dry clean linen and staff uniforms to a very high standard of
cleanliness.
To supply clean uniforms and linen to house keeping on time

7.7 FOOD AND BEVERAGE
The restaurant and banquets constantly require clean tablecloths, napkins etc. Their
staff as well as those in the kitchen requires clean uniforms.
7.8 SECURITY
The guest room is the most private place and a hotel goes to great lengths to ensure
guest privacy and security. A guest can take advantage of this privacy by gambling,
smuggling etc. House keeping has to be alert to these goings-on and seek the security
department‟s intervention if necessary.
7.9 STORES
Larger hotels have house keeping store that stocks house keeping linen and supplies
independently. Small hotels may store them in general stores except for linen which
should be issued to the house keeping department. The co-ordination with the stores
would ensure the availability of day-to-day requirements of house keeping.

7.10 LESSON SUMMARY
The housekeeping department should co-ordinate and ensure maximum co-operation
with other departments to provide high quality service, and also to run the day to day
work smoothly and efficiently.
The various departments who coordinate with Housekeeping are Front office,
Engineering, Food & beverage, Security & Personnel. These departments do support in
many aspects which makes it possible to provide high quality service to guests.
7.11 KEY WORDS
Critical – significant, decisive, vital, important
Indiscipline- unruliness, rowdiness, disorderliness
Grievance – complaint, objection, accusation
Gambling - betting, gaming, gamble
Intervention- interference, involvement, intrusion
1. In what aspects does Front Office coordinates with Housekeeping?
2. In what aspects does Personnel & purchases coordinates with Housekeeping?
3. In what aspects does Engineering & F&B coordinates with Housekeeping?
4. In what aspects does Laundry coordinates with Housekeeping?
5. In what aspects does Stores & Security coordinates with Housekeeping?
7.13 REFERENCES
Publishing Co. Ltd.
Books.
Sons New York.

UNIT- 8
LINEN / UNIFORM ROOM
CONTENTS
8.0 Objectives
8.1 Introduction
8.2. Linen Room
8.3 Linen Room work
8.4 Uniform Room
8.5 Staff Uniform
8.6 Laundry In- house
8.7 Contract
8.7.1 Advantages of contract
8.7.2 Dissatisfaction of contract
8.8 Valet Service
8.9 Equipment
8.9.1 Flatwork Ironer / Roller Iron / Calendar
8.9.2 Press
8.9.3 Puffer or Suzie
8.9.4 Tunnel Dryer
8.9.5 Cabinet Dryer or Drying Room
8.10 Lesson Summary
8.11 Key Words
8.13 References
8.0 OBJECTIVES
◘Linen room, activities of linen room, hours of operation,
◘ Selection criteria for linen room,
◘Purchase of linen, linen cycle, control of linen, linen hire
◘ Uniform and types of uniform used.
8.1 INTRODUCTION
In a commercial sense, the present day usage of the term linen includes all fabrics that
are used in the hospitality industry. Well laid out and stocked up linen room satisfies the
needs of the guests with comfortable and pleasing room furnishing.
In this lesson, we will be looking into various aspects of the linen room layout, inventory
maintenance and its functioning. Supply of various linen items to the guest rooms, their
retrieval after use, their laundering and their recycling will be presented in detail.
Detailed information relating to selection criteria for linen, various linen items that go
into bed spreads, blankets, pillow cases, upholstery, curtains, bath room accessories

including towels of various kinds and sizes will be presented, covering their purchase,
stock-up, supply and cleaning.
In this regard, involvement of the linen room in the operational logistics relating to the
management decision whether to invest to buy linen material or to rent it from outside
hiring agencies and the relative merits of these two systems have also been discussed.
Another responsibility of the linen room will be selection, procurement, stock-up,
distribution and laundering of uniforms of appropriate sizes and styles befitting the
employees of the establishment, details of operating procedures for uniforms are also
discussed in this lesson.
8.2 LINEN ROOM
The linen room is the centre stage for the supporting role that the housekeeping
department plays in the hotel. Most linen rooms are centralized and act as a storage
point and distribution centre for clean linen.
8.3 LINEN ROOM WORK
1. Collection and Transportation
It is an essential activity when laundry services are on outside contract and is facilitated
through chutes, canvas bags, trolleys, collapsible wire carts, skips etc.
Guest laundry are also collected and appropriately marked for sending off premises for
cleaning.
2. Sorting and Counting
Sorting is carried out primarily to make counting easy as well as for streamlining
Laundry procedures and to tally the exchange of linen between the linen room and the
laundry.
3. Packaging
Linen is packed in canvas bags to prevent damage on transit to the linen articles. Those
articles that need mending and those, which are heavily stained, may be segregated and
put into separate canvas bags.
4. Dispatch
The time for off-premises laundry dispatch is usually anytime between 13:00 hrs and
16:00 hrs so that servicing of rooms is over by then and guest laundry will have been
collected.
5. Deliveries
Clean linen is delivered back in the morning hours and evening deliveries are usually
for guest laundry.
6. Checking and Inspection
Checking the quantity to ensure that the amount of laundered linen tallies with the
amount of soiled linen articles sent and as well as inspection of the quality of wash.
7. Storage

The amount of space to be allocated for storage depends on the size and type of
operation and the quantum of linen supplies. When designing the storage space for
linen it is necessary to consider the type of shelves required, the method of storage as
well as hygiene and safety factors.
8. Repairs and Alteration
Damaged items are mended by stitching or darning. Alteration of uniforms for correct
fit is usual. Condemned linen is converted into useful items called cut-downs /
makeovers.
9. Distribution to Various Departments
This is generally done on a clean-for-dirty basis. Some hotels use other systems of
exchange such as topping up or a fixed issue based on expected occupancy. In some
hotels specific timings are fixed for issue of linen.
10. Stock-taking and Records
Many records are entered on a day-to-day basis for the exchange of linen between the
linen room, laundry and floors / departments. Purchase records are essential and
records of condemned linen and makeovers are usually maintained. Periodical
stocktaking is carried out and the annual stocktaking is recorded in the stock register,
thereby providing the value of linen as an asset. Stock records also help generate
purchase orders for replacement of lost or condemned articles.
11. Security
It is important that the access to the linen room is restricted so as to prevent misuse and
pilferage and to guard against fire breakouts. Linen room is strictly a nonsmoking area.
8.4 UNIFORM ROOM
The usual system for exchange is clean-for-dirty and the timings. Some hotels have
specific days for different departments to facilitate streamlining laundry and uniform
room operations. When planning the layout of the Uniform Room, it must be borne in
mind that some uniforms will be kept on hangers while others will be folded.
Consequently the storage space must include hanging space as well as shelves. The
uniforms must be segregated according to the department. The Uniform Room usually
incorporates the sewing section and in some organizations both these areas are sections
in the Linen Room due to their inter-related functions. It is advisable to have a trial room
that may double up as an emergency changing room if the need arises. For operational
convenience, space must be allocated for uniform attendants to be positioned at the
exchange counter, where they can enter the necessary records. Adequate hampers into
which soiled uniforms can be segregated and deposited, as well as trolleys for hanging
and folded uniforms are also an operational necessity
8.5 STAFF UNIFORMS
Articles such as waiters‟ jackets, aprons and cleaners‟ overalls, are treated as normal
linen room stock, and exchanged over the counter, but where the staff is provided with

individual uniforms, this is treated as personal laundry, and may be sent as individual
bundles to the laundry and returned a week later.
8.6 LAUNDRY IN-HOUSE
There is a growing tendency for establishment to have
their own laundry on the premises. The reasons for this
may be that: With the advent of polyester/cotton
materials the use of a large expensive calendar is no
longer required, so laundry premises can be smaller and
the initial outlay on equipment less; There is greater variety in size of laundry
equipment available, resulting in full use of the equipment chosen; Articles in demand
can be dealt with out of turn and under normal circumstances there is a quicker turn
round and so less stock is required;
It may be possible to rely on staff to inspect the linen, so saving work in the linen room;
There is more freedom in laundering methods used and he possibility of a greater life
expectancy of the linen or other article; There is internal supervision and security, which
may result in fewer losses; there are no transport difficulties and costs.
8.7 CONTRACT - CONTRACT CLEANING
Complete cleaning programmes with all work and responsibility undertaken by the
contractor; Regular, selected types of cleaning within an establishment to assist the
existing housekeeping organization, e.g. night cleaning of entrance halls, washroom
cleaning etc; Periodic services to assist the existing housekeeping organization, e.g.
window cleaning, wall washing, decaling and disinfecting of sanitary fittings, carpet
and upholstery cleaning etc.
It has been suggested that a contractor must be 20-30 per cent more productive than direct
labor in order to provide an equal service at an equal cost and still get a fair profit.
8.7.1 The main advantages of contract labor to the client are:
There is no capital outlay for equipment so money is available for investment or other
purposes; There is no equipments lying idle (particularly specialized equipment); There
is no buying or hiring of specialized equipment; The difficulty of finding, training,
organizing and supervising the cleaning staff is passed to the contractor; Extra work
may be carried out at certain times without increasing the basic staff; The exact cost of
cleaning is known for a given period.
8.7.2 Causes of dissatisfaction may include:
Loss of flexibility to effect changes; the housekeeper no longer controls the operation; Loss
of proprietary interest. The cleaners do not belong to, i.e. do not work for, the
establishment and may not have the same pride in their work or job satisfaction;
Problems regarding security; Problems regarding liaison and co-operation between
departments; Deterioration in the quality of the work.

8.8 VALET SERVICE
In a hotel it is usual to put a laundry list and sometimes a container, such as a large
paper bag, as well as a dry cleaning list in all bedrooms for the guests‟ personal laundry.
The guest is asked to complete the list and to fill in the service required, e.g. Normal or
„express‟, and the room maid or valet takes the parcel to the linen room. The linen
keeper enters the particulars into a guest laundry or dry cleaning book and the van
driver collects the parcels.
8.9 EQUIPMENT
Baskets or bags in which to pack soiled linen
A table as a working surface, of a color to contrast with the white linen
A trolley or floor basket on wheels to save labor
Steps to reach high shelves
Sewing machines for repairing and marking the linen
An electric iron and ironing board or table
A suitable table or desk, with drawers for the keeping of record books
A telephone
Chairs for those who may work seated
A brush and dustpan or mop sweeper or suction cleaner.
It will be seen that the principles of work study have been followed as far as possible.
For those articles that require a pressed finish there are many finishing equipment. Some
of the more frequently used equipment is listed below:
8.9.1 Flatwork Ironer / Roller Iron / Calendar:
Is used for flatwork i.e. items like sheets, pillowcases, tablecloths, serviettes, aprons,
saris, etc. The items are passed through heated rollers for ironing.
8.9.2 Press:
Press is used for fine pressing of Flat Linen like Table covers, Pillow covers, Napkins,
Kitchen linen, Staff uniforms. They are special presses to perform specific functions and
operation can be on electricity or steam.
8.9.3 Puffer or Suzie
For coats and articles that do not crease heavily. The articles are put onto a dummy that
is inflated with steam to remove creases and then with hot air to remove the moisture
created by the steam.
8.9.4 Tunnel Dryer
Clothes are hung on conveyor belts that pass through a tunnel. Hot air blowing in the
tunnel renders the articles completely dry by the time they exit. It is a fully automated
process that also transfers the linen to the next area of activity.
8.9.5 Cabinet Dryer or Drying Room
Is a chamber where low-crease garments are suspended on hangers and steam or hot air
is circulated through the cabinet.

8.10 LESSON SUMMARY
It is essential to ensure a continuous supply of linen, which is well laundered, so that
hotel operations can be carried out smoothly and efficiently. The principles of
laundering are: removal of dirt and stains from the linen articles and restoring linen
articles to their original appearance as far as possible. A commercial or off-premises
laundry refers to laundering activities performed outside the establishment. An on-s i t e
o r on-premises laundry refers to laundering activities carried on within the hotel by staff
employed.
The various processes in laundering includes: collection & transportation, marking,
sorting, weighing, loading, washing, unloading, finishing, folding, airing, storage and
distribution. A washing machine is a machine designed to clean laundry, such as
clothing, towels and sheets. Other machines used in washing are, puffer or Suzie, tunnel
dryer and cabinet dryer or drying room.
The responsibility of the linen room with respect to selection, procurement, stock-up and
distribution of uniforms of appropriate sizes and styles befitting the employees of the
establishment, details of operating procedures for uniforms were also discussed in this
lesson.
8.11 KEY WORDS
Inventory – list, record, stock
Streamlining – reform, reorganization, reshuffle
Mended – repair, fix, restore, patch up
Darning- restoration, healing, renovation
Deterioration- worsening, wear and tear
Inflated – exaggerated, puffed up, overblown
1. Write in brief about Linen room & its activity?
2. Write in brief about Uniform room & staff uniform?
3. What is in- house Laundry & Contract?
4. What is Valet service & equipment used in laundry?
8.13 REFERENCES
1. Schneider Madelin, Tucker Georgina and Scoviak Mary, The Professional
Housekeeper, John Wiley & Sons Inc, New York.
Sons New York.
Books.

UNIT- 9
STAIN REMOVAL
CONTENTS
9.0 Objectives
9.1 Introduction
9.2. Stain Removal
9.3. Stain Removal Agents
9.3.1 Acids
9.3.2 Alkalis
9.3.3 Bleaches
9.4 Stain removal from different surfaces
9.4.1 Polished wood
9.5 Points to remember
9.6 Lesson Summary
9.7 Key Words
9.9 References
9.0 OBJECTIVES
◘Agents used for stain removal,
◘Different Acids, alkalis used
◘ stain removal from various surface.
9.1 INTRODUCTION
A stain is defined as a discoloration brought about by contact with a foreign substance
which is difficult to remove. Like first-aid in an accident, the treatment of stains requires
immediate action which includes blotting, grease absorbent, salt absorbent and often a
cold water rinse.
There are two major factors which are responsible for ensuring correct stain removal.
One is the stain removal agent and the other is the method of stain removal. It is
important to select the right stain removal agents which are friendly.
9.2 STAIN REMOVAL
Many fresh stains, e.g. tea, coffee, grease etc. will be removed from cotton and linen
articles during the normal washing process. Protein stains, e.g. egg, blood, glue,
perspiration etc. are more easily removed by pre-soaking in lukewarm water with a
detergent containing enzymes which digest the protein. (Note Enzymes are inactive in
hot water above 400-500 C). All stains should be dealt with as soon as they occur or as
soon after as possible

9.3 STAIN REMOVAL AGENTS
If old or heavy, stains require special treatment with stain removal agents. The use of
these stain removal agents requires care as they can cause weakening of the fibers,
bleeding of dyes, damage to special fabric finishes and some are inflammable while
others are poisonous. There are five main stain removal agents: organic solvents, acids,
alkalis, bleaches and enzymes.
Organic solvents
For example:
a. Benzene b. Carbon tetrachloride
acetone perchlorethylene
amyl acetate trichlorethylene
methylated spirit
white spirit (Turpentine substitute)
9.3.1 Acids
Acids include oxalic acid, potassium and oxalate (salts of lemon), and various rust
removers sold under trade names. (All these are poisonous). Fibers vary in their
susceptibility to damage by acids. Dilute acids can be used on most white fabrics but
many colored are affected by acids. It is always better to use a weak solution several
times than use a stronger solution at first.
9.3.2 Alkalis
Alkalis such as soda and borax, remove old and heavy vegetable stains, e.g. tea, coffee,
wine etc. from white linen or cotton fabrics. Animal fibers and dyes may be adversely
affected.
9.3.3 Bleaches
The process of changing a colored substance in to a colorless one is known as bleaching,
i.e. Bleaches whiten. Bleaches also weaken fibers so extreme care is needed in their use.
Bleaches are of two types:
Oxidizing reducing
E.g. sodium hypochlorite e.g. sodium hydrosulphite
Hydrogen peroxide, Sodium perborate
Specific stains
For the more usual stains on white and fast-colored fabrics; the following stain-removal
agents are suggested:
Ball-point ink: methylated spirit or carbon tetrachloride.
Blood- new: soak in cool or warm detergent solution, old: treat as iron mould.
Chewing gum: rub with ice-cube and scrape.
Dyes: bleach (not chlorine bleaches on animal fibers).
Grass: eucalyptus oil or glycerin, follow with spirit or washing.

Ink: if not removed by washing treat as for iron mould.
Ink (red): often not removable, except when very fresh, but some may respond to
washing or sodium or sodium hydrosulphite.
Iron mould: rust remover, oxalic acid, potassium acid oxalate (salts of lemon), sodium
hydrosulphite or Rustasol.
Lacquer and nail varnish: amyl acetate, acetone (not on rayon acetate) or a cellulose
thinner.
Lipstick: carbon tetrachloride and /or sodium hydrosulphite.
Mildew: hot weak potassium permanganate solution followed by a weak acid or
hydrogen peroxide.
Paint (oil): if fresh, white spirit, or a proprietary pant remover followed by a solvent
Paint (Cellulose): amyl acetate, acetone (not on rayon acetate) or commercial cellulose
thinner.
Paint emulsion): wash immediately, as once dried it is almost irremovable.
Perspiration: treat as for mildew or protein stains.
Protein stains, e.g. egg, meat, perspiration: protein digesting enzyme contained in
biological detergents or as powdered pepsin.
Tar: carbon tetrachloride or white spirit, scraping first.
Vegetable stains, e.g. tea, coffee, etc: alkali or bleach (not chlorine bleaches on animal
fibers).
Vomit: scrape, soak and wash. If not washable, sponge with ward water containing a
few drops of ammonia. Blot dry.
9.4 STAIN REMOVAL FROM DIFF. SURFACES
Carpets and upholstery (care must be taken not to wet the backing or padding)
Candle grease: scrape, use hot iron and absorbent paper. Follow if necessary with a
grease solvent.
Ink: mop up as quickly as possible to prevent spreading. Wash with warm water and
synthetic detergent or use a weak acid, and rinse.
Mud: leave to dry, then brush off.
Shoe polish: scrape off if possible and then apply a grease solvent.
Urine: sponge with salt water, followed by a weak solution of ammonia and rinse well
or a squirt from a soda water siphon.
9.4.1 Polished wood
Ink: mop up as quickly as possible. Rub with fine dry steel wool or glass paper, or dab
with a hot solution of weak acid and rinse. In both cases color and polish will be
removed, so rub with linseed oil or shoe polish to darken and later apply polish, and
buff well.

Spills, slight heat and burn marks: rub with a rag moistened with a drop or two of liquid
metal polish or methylated spirit and then re-polish, or rub with a very fine abrasive,
e.g. cigarette ash or very fine steel wool and re-polish.
Scratch marks: if newly scratched cover with iodine, potassium permanganate solution
or shoe polish according to the color of the wood. If necessary remove polish first with a
mild abrasive.
Alcohol: (a) wipe up, rub with finger dipped in silver polish, linseed oil or cigarette ash.
Re-polish.
(b) Wipe up, put few drops of ammonia on damp cloth and rub. Immediately re-polish.
Wood with oil finish
Small burns and heat marks: rub with emery cloth or fine sandpaper, followed by boiled
linseed oil.
Marble, terrazzo
Ink: apply a poultice of sodium perborate, precipitated whiting and water. Leave it to
dry.
Rust: apply a poultice of sodium citrate crystals, glycerin, precipitated whiting and
water.
9.5 POINTS TO REMEMBER
When removing stains, it is worth remembering the following:
1. Treat stains as soon as possible.
2. Consider the fibers of which the fabric is made.
3. If a colored articles, check effect of remover on an unimportant part if
possible.
4. Use the weakest methods first.
5. Use a weak solution several times, rather than one strong one.
6. When using a chemical always place the stained area over an absorbent pad
of clean cloth.
7. To avoid a „ring‟ always treat from an area round the stain and work towards
the centre.
8. After using a chemical, neutralize or rinse well.

9.6 LESSON SUMMARY
A stain is defined as a discoloration brought about by contact with a foreign substance
which is difficult to remove. If old or heavy, stains require special treatment with stain
removal agents. The use of these stain removal agents requires care as they can cause
weakening of the fibers, bleeding of dyes, damage to special fabric finishes and some are
inflammable while others are poisonous.
All stains should be dealt with as soon as they occur or as soon after as possible
When removing stains, it is worth remembering the following, Treat stains as soon as
possible, Use a weak solution several times, rather than one strong one, When using a
chemical always place the stained area over an absorbent pad of clean cloth, After using
a chemical, neutralize or rinse well.
9.7 KEY WORDS
Blotting – spot, mark, stain
Susceptibility – inclination, vulnerability, weakness
Adversely – unfavorably, harmfully, negatively
Rust- corrosion, oxidize, tarnish
Neutralize – counteract, defuse, reduce the effect
Absorbent – spongy, leaky, porous
1. Write in short about Stain & Stain removal agent?
2. What are acids, alkalis, & Bleaches?
3. Write in brief about, stain removal from different surfaces?
4. What are the points to remember, when removing stain?
9.9 REFERENCES
1. Schneider Madelin, Tucker Georgina and Scoviak Mary, The Professional
Housekeeper, John Wiley & Sons Inc, New York.
Sons New York.
Books.

UNIT-10
PEST CONTROL
CONTENTS
10.0 Objectives
10.1 Introduction
10.2. Pest control
10.3 Moths
10.4 Carpet beetles
10.5 Wood boring beetles
10.6 Rats & Mice
10.7 Wood Rot
10.7.1 Dry rot
10.7.2 Wet rot
10.8 Waste Disposal
10.9 Lesson Summary
10.10 Key Words
10.12 References
10.0 OBJECTIVES
◘ The various pests and
◘ The controlling methods of pests.
10.1 INTRODUCTION
Pest is an organism which has characteristics that are regarded by human beings as
injurious or unwanted. It is so most often because pests cause serious damages and
substantial economic loss to the hotel properties and human health by carrying,
spreading and transmitting contagious and often fatal diseases.
No matter how clean one keeps one‟s surroundings, you cannot avoid the “uninvited
guests” – the pests. It is not only embarrassing but also speaks badly of a hotel where
one sees rats, cockroaches, and lizards running around.
An animal such as rats and fleas can also be a dangerous pest when it carries germs
within human habitats and spreads it. Pest Control is another major job of the
Housekeeping Department.
10.2 PEST CONTROL
Insect pests enter buildings seeking food, shelter or surroundings having the right
temperature and humidity. The key to successful pest control is eliminating one or more
of these conducive factors. Sanitation is an important part of control. Successful pest

control should begin with good housekeeping. It is important to know something about
the habits of the pests in order to take proper preventative measures and to select and
apply appropriate pest control products correctly. Using the wrong control product or
using the right product but in the wrong manner may result in unsatisfactory control.
Keep in mind that different pests may be found in different parts of the building, in
different seasons or in different years. Below a few common pests found in the hotels
and methods of their control are described.
10.3 MOTHS
Clothes and house moths are of a pale buff color and are seen flying mainly between
June and October. They are relatively small and rarely live for longer than a month.
The female lays its eggs (up to 200) in some dark, warm place on material which the
grubs (larvae) will later eat. The eggs hatch and the grubs immediately feed on the
material as they move about. When fully grown they crawl into sheltered places, spin a
cocoon round themselves become a chrysalis (pupa) and later emerge as moths to start
another life cycle. The entire life cycle (egg-grub-chrysalis-moth) varies from one month
or two years depending on the food available, temperature and humidity).
Thus it follows that the articles which most need protection from damage by moth are:
Blankets, bedding and quilts (not man-made fibers);
Carpets and under felts;
Upholstered furniture and curtains;
Stuffed animals and birds, i.e. Fur and feathers.
10.4 CARPET BEETLES
Carpet beetles are 2-4 mm long like small mottled brown, grey and cream ladybirds. The
larvae are small, covered in brown hairs and tend to rollup when disturbed. As they
grow, they mould and the old cast-off skins may be the first sign of infestation. Adults
are often seen April-June, seeking places to lay their eggs and the larvae are most active
in October before they hibernate.
The adult beetle feeds on pollen and nectar of flowers but lays its eggs in old birds‟
nests, fabrics and accumulated fluff in buildings. It is the larvae which hatch from these
eggs that do the damage by feeding on feathers, fur, hair or wool and articles made from
these substances. They tend to wander along pipes from the roof to storage cupboards
and under floorboards to carpets and under felts.
10.5 WOOD BORING BEETLES
These beetles can be likened to moths or carpet beetles, in that it is the grub, larva or
„worm‟ which does the damage to the wood. The common furniture beetle lays about 20-
60 eggs in cracks and crevices of unpolished wood, e.g. flooring, panels, roof timbers,
backs of wardrobes and chests of drawers. On hatching, the grub eats its way through

the wood, and this tunneling causes weakening of the wood and may take from 2-3
years.
Eventually the grub matures, bores towards the surface of the wood and changes into a
pupa. From this pupa emerges the beetle, which bites its way into the open air through
an exit hole which is about 0.15 cm. in size. The beetles have a very short life (probably
2-3 weeks) during which time they move around by walking or occasionally flying,
mating takes place and eggs are laid, often in the old exit holes.
Head lice, which live in the hair of the head, are probably the most common of all lice.
They cause intense irritation and suck blood; the eggs, „nits‟ which are very numerous,
are stuck firmly on to the hairs and cannot be removed by brushing.
Bedbugs may be secreted in second-hand furniture, bedding and books and under the
wooden lathes of trunks, when luggage has been lying in the holds of ships or in trains,
and thus may find their way into any establishment.
Silverfish are wingless insects, silvery grey in color and about 1 cm long. The young
closely resemble the adults and both are rounded in front and tapered towards the rear.
Silverfish require a moist place in which to live and are found in basements, and around
pips, drains, sinks, etc. they leave their hiding places n search of food of a cellulose
nature.
Cockroaches are more likely to be found in the kitchen and restaurant/dining room
areas than in the accommodation area, although cockroaches do not necessarily require
human food, and will feed on whitewash, hair and books if no other food is available.
10.6 RATS & MICE
Rats and mice are more likely to be found in kitchens and dining areas than in
bedrooms. They are attracted by scraps of food, candles, soap etc. Hygienic storage and
disposal of food and all kinds of waste, and the cleanliness of all areas where food is
handled, are important to prevent an infestation, Rats and mice may be destroyed with
poisons. Rats and bad infestations of mice may also be dealt with by experts from the
local Public Health Department.
10.7 WOOD ROT
10.7.1 Dry rot
Dry rot can be recognized by its offensive, moldy smell, by its friable condition and the
„dead‟ sound when the wood is hit with a hammer. When dry rot occurs/ it is necessary

to find the reason for the dampness of the wood, and the following are some of the more
common causes:
Slightly leaky joints behind the bath panels or any faulty plumbing keeping the
floorboards damp; not drying out wet boards under a floor covering such as linoleum:
No damp proof course; Ineffective damp proof course through the piling up of earth,
coal, sand, etc. against the outside wall; broken damp proof course.
10.7.2 Wet rot
This is the name given to the fungal decay in timber in very damp situations. The fungus
usually involved is the cellar fungus and it attacks timber that is definitely wet. In view
of this, it sis commonly found in cellars, roofs and bathrooms, in fact in any place where
leakage of water is liable to occur. It requires considerably more moisture for
development than the dry rot fungus, the optimum moisture content being
approximately 40-50 per cent of the dry weight of the wood.
10.8 WASTE DISPOSAL
The hygienic disposal of waste materials is extremely important in the control of most
pests. The accumulation of food waste and greasy or sticky paper may attract rats and
mice and be the breeding place for many insects. The waste should be kept in tightly
covered bins or plastic sacks during its immediate accumulation at places inside the
building, at Maids‟ service rooms.
Rats and mice make nests in stores of paper, boxes, old linen and similar articles. Any
accumulation of these should be moved from time to time to ensure that rodents are not
making a nest.
The contents of bins should be disposed of in an incinerator or by chemical in a special
container.
The contents of the waste paper bins should be collected in paper or plastic sacks, while
those of the ashtrays should be collected separately in bins because of the fire risk. Later
both types of waste will be taken to the main waste collection areas outside the building.
Rubbish chutes for dry waste and waste disposal units for food waste are found in some
establishments.
Liquid waste from sinks, baths, lavatory basin, WC pans etc. is taken by a system of
pipes into the house drain and so to the sewer. After emptying a sink full of dirty water
sufficient clean water should be run so that the trap below the sink contains clean water.
Kitchen waste consists of various materials and in large establishments bones, fat,
articles made of glass etc. are often kept separate from ordinary food waste and are
sometimes sold. Food waste may also be sold for pig food.

10.9 LESSON SUMMARY
Pest is an organism which has characteristics that are regarded by human beings as
injurious or unwanted. Pest control is one of the major job of the housekeeping
department in a hotel. Some of the common pests are ants, cockroaches, lizards, flies,
bees, wasps, spiders, bed bug, mosquitoes, rats, silverfish, termites, bats, etc.
Sanitation is an important part of pest control. Successful pest control should begin with
good housekeeping. It is important to know something about the habits of the pests in
order to take proper preventative measures and to select and apply appropriate pest
control products correctly. Using the wrong control product or using the right product
but in the wrong manner may result in unsatisfactory control. Keep in mind that
different pests may be found in different parts of the building, in different seasons or in
different years.
10.10 KEY WORDS
Humidity- dampness, moisture, wetness
Organism- life form, creature, living being
Conducive- favorable, advantageous, beneficial
Infestation- plague, swarm, huge number
Fluff- feathers, fur, fur
Hibernate- lie dormant, take cover, hide away
Tapered- pointed, conical, narrowed
Cellulose- fiber, roughage, bran
Chutes – shaft, tube, channel
1. What are Pest and pest control?
2. What are Moths?
3. What are carpet beetles?
4. What are wood boring beetles?
5. Write in short about rats & mice?
6. What is wood rot?
7. Write in brief about waste disposal?
10.12 REFERENCES
1. San Ramon, Controlling Household Pests, Chevron Chemical Company, Ortho Books,
California.
2. Lifton, Bernice, Bug Busters: Poison-Free Pest Controls, For Your House & Garden,
Avery Publishing Group, Inc., New York.
3. Mallis, Arnold, Handbook of Pest Control, 7th Edition, Franzak & Foster, Cleveland,
Ohio.

UNIT - 11
INTERIOR DECORATION & FLOWER ARRANGEMENTS
CONTENTS
11.0 Objectives
11.1 Introduction
11.2. Floral Art
11.3 Principles
11.3.1 Proportion
11.3.2 Balance, Rhythm
11.3.3 General rules, Themes
11.4 Interior Decoration & Landscaping
11.5 The Design Team
11.6 Elements of Interior Design
11.7 Components of Design
11.8 Lesson Summary
11.9 Key Words
11.11 References
11.0 OBJECTIVES
◘ Regarding the Principles, Proportion, Balance, Rhythm of Floral art.
◘ And, also regarding design team, design components & Interior Décor.
11.1 INTRODUCTION
A designer‟s aim is to make the realities of a designed space express, in an appropriate
way, a set of ideas that he/she wishes to communicate. Form, materials, furnishings and
accessories are some of the items the designer uses to achieve this goal. Basic design
begins with the study of individual elements that go together to form a total look. These
individual elements include line, form, color and texture. These elements have physical
and psychological characteristics that are essential in creating effect. They will also guide
you in placing your furniture and in selecting color schemes for the interior space. We
have to put all these basic elements together to decorate and
achieve aesthetic properties. We can also achieve other effects that
we might want in each interior depending on how we put these
basic elements together.
11.2 Floral Art
Decorating flowers is a creative and stimulating art, which often

carries a message or theme and expresses the mood or
11.3 PRINCIPLES
Decorating flowers is a creative and stimulating art, which often carries a message or
theme and expresses the mood or emotions of the arranger.
The basic principles, which any visual art must comply with, are:
1. Proportion or scale
2. Balance
3. Dominance or emphasis
4. Rhythm
5. Transition
6. Repetition
7. Variation
8. Contrast
11.3.1 PROPORTION
This relates to the height of plant material, size of container, its shape, size of room, wall
or table or other interior décor.
11.3.2 BALANCE, RHYTHM
Balance: It include
- Symmetrical
- Asymmetrical
- The Western style - Europe & America
- The Eastern arrangement - Started in Japan
An asymmetrical design can be viewed from the front only
while a symmetrical design is free standing and is usually a
mass arrangement.
* Dominance or emphasis: It shows the central interest, which
is also known as focal point. It is characterized by converging of lines or flowers,
presence of largest and most interesting flowers stronger and darker colors and greater
density.
Besides this, there may also be a dominant theme.
Movement
Direction
Line
Mass

Texture
Color
Flower
* Rhythm: It is related with movement in respect of line, form, pattern or color. The eye
should move smoothly and freely without any distraction.
* Repetition: It must be restrained to avoid monotony.
* Variety and contrast: These aspects especially in relation shape, texture, color and
foliage impart interest and strength to the design.
11.3.3 GENERAL RULES, THEMES
* General Rules:
Materials is usually 11/2 times as tall as height and width of container
Use only three kinds of flowers and foliage
Not more than five kind of materials
Design or lines can be circular, oval, crescent, oblong, triangular and pyramidal
Three dimensional effect or depth can be created by placing material in graded
planes that is, at different distances from the central axis.
* Themes:
Vertical lines depicting stately and bold character
Horizontal lines appear restful and calm
Circular patterns denote satisfaction or completeness
Diagonal suggests movement or force
Radiating lines symbolize alertness and activity
Hanging lines stand for depressive moods
Color schemes may be monochromatic or polychromatic
Red : Love and Bravery
Blue : Serenity
Yellow :Cheerfulness and youthfulness
Orange : Courage, energy and hope
Magenta : Richness and luxury
Black : Mysticism and drama
White : Purity and delicateness (Representative)
Grey : Mildness and restraint (Gentle soft and control)

11.4 INTERIOR DECORATION AND LANDSCAPING
This term describes a professional approach to interiors that
puts more emphasis on basic planning and functional design
than decoration implies. Interior designers may work as
individuals, in partnerships, or in firms that can grow quite
large (with dozen of staff members).These last tend to work
on larger projects in commercial, institutional, and office
areas.
Interior designers enhance the function, safety, and quality of interior spaces of private
homes, public buildings, and business or institutional facilities, such as offices,
restaurants, retail establishments, hospitals, hotels, and theaters. They also plan the
interiors of existing structures that are undergoing renovation or expansion. Most
interior designers specialize. For example, some may concentrate on residential design,
while others focus on business design. Still others may
specialize further by focusing on particular rooms, such as
kitchens or baths.
With a client‟s tastes, needs, and budget in mind, interior
designers prepare drawings and specifications for non-load-
bearing interior construction, furnishings, lighting, and
finishes. Increasingly, designers are using computers to plan layouts, because computers
make it easy to change plans to include ideas received from the client.
One key concern when creating a design is the homeowner‟s willingness for
maintenance. It would be senseless to create a formal English garden for someone who
can barely keep the grass cut. The design needs to suite the homeowner and their
desires. This is a practical consideration and one that only the homeowner can answer.
Be truthful in deciding how much maintenance you are willing to put in and design
accordingly.
A great landscape design should match the exterior of your home. If you have southern
styled architecture, maybe stick to something that will suite. If you have a home that is
reminiscent of a cottage or farm house, a cottage style garden with wildflowers and less
cohesion would suite this style. Do a little bit of research into different
11.5 THE DESIGN TEAM
Lodging facilities are designed with one thing in mind to attract guests. And
usually, a facility has a certain type of guest – or market – in mind. There are many
types of lodgers. They range from families on vacation to business persons on the
road. Each market has different needs and expectations – different preferences and

values with regard to room sizes, amenities and prices. To attract a certain market, a
property‟s design must reflect these preferences and values. The responsibility for
design generally rests with a design team.
A design team is typically made up of not only actual designers but also the project
architect, appropriate staff members, representatives of the owners, and sometimes
the owners themselves. Owners provide guidelines on the target markets, what the
company is prepared to offer in terms of services and amenities and how much the
company has available to spend for setup. These guidelines – more than anything
else – determine what the design team develops as its unifying ingredient the theme.
Theme ideas might be based on the region where the hotel is located, on an image
the hotel owners wish to convey, or on a novelty in the dining area that is extended
throughout the hotel.
11.6 ELEMENTS OF INTERIOR DESIGN
Once the team knows its guidelines and theme, the selection of design elements
begins to take place. At this time, especially in the case of a renovation,
housekeeping managers and staff are consulted to discuss what items are available
and what items will be kept (such as lines, fixtures and so on).
11.7 DESIGN COMPONENTS
Design components include furnishings, wall coverings, floors and carpets, window
coverings, fixtures and amenities. These items are basic to every area; their layout or
placement is critical to the way the room works. Convenience is a basic
consideration of interior design. People should not be tripping over furniture to get
to the bathroom or knocking over lamps to reach the phone.
There is often no choice as to where bathroom fixtures or electrical and telephone
outlets may be placed – especially in the case of renovations. And because of the
expense, furnishings, and floors are not changed very often. When changes must be
made, it is commonly to the “Soft” items – lines, draperies, wall coverings, and
amenities, for example. These are items which, if changed can effectively improve
the atmosphere at relatively low cost.

11.8 LESSON SUMMARY
Flower arrangement is a design of beauty. It is essentially a decorative piece and should
be the centre of attraction. An arrangement can be composed of only flowers and or
foliage or in combination with vegetables and fruits. Flower arrangements have an
ability to introduce a personal touch in an otherwise staid and impersonal hotel room.
All visual designs are reduced to elements or dimensions. The elements of art are the
basic structure and comprise of line, form, colour, texture, pattern, light and space,
which apply to the furnishings and room planning. The effect of these elements is
reflected by our instinct and intellect. They make a visual impact and evoke emotional
response. The elements of art are line, form, colour and texture. This must be handled
within conformity with certain principles and laws that govern their use if beauty is to
result. Every art field has certain guidelines that are to be followed and the same is
applicable in planning of interiors.
11.9 KEY WORDS
Stimulating – inspiring, motivating, interesting
Dominance- supremacy, domination, authority
Transition- change, conversion, shift, alteration
Symmetrical- balanced, even, equal, proportioned
Converging – meet, join, unite, come together
Distraction- interruption, disruption, disturbance
Restraint - self-control, moderation, limit
Mysticism- a system of religious belief or practice that people follow to achieve personal
communication or union with the divine
Delicateness- frailty, tenderness, weakness
Cohesion – unity, consistency, structure
1. Write in short about floral art?
2. What are the principles in regard to flower arrangement?
3. Write in short about Proportion, balance & Rhythm?
4. What are the general rules & Themes in regard to flower arrangement?
5. What is Interior decoration and Landscaping?
6. What is the design Team?
7. Write in short about elements of interior design & Design components?
11.11 REFERENCES
Sons New York.
Publishing Co. Ltd.

UNIT-12
SAFETY PROCEDURE AND PRECAUTIONS
CONTENTS
12.0 Objectives
12.1 Introduction
12.2. Health & Safety- Fire & Personal Injury
12.3 Cuts & Burns
12.4 Accidents
12.5 Fire Emergency
12.6 Lesson Summary
12.7 Key Words
12.9 References
12.0 OBJECTIVES
◘ should be aware of Health & Safety
◘ Precaution for, Fire & safety, cuts & burns, accidents,
12.1 INTRODUCTION
When we take the same hotel as example, it is management's duty to ensure "safety" in
several areas, such as:
The structure itself
Installations and fixtures (check electrical, plumbing, air-conditioning and other
installations)
Public and work areas (e.g. slippery floors, hazardous obstacles in traffic areas),
safety of furniture, equipment, appliances, and utensils.
This is followed by:
Health safety (nontoxic cleaning material and detergents used)
Good quality air (what we breathe, dependent upon the type of equipment,
installations and fixtures used, and regular repairs and maintenance)
Food safety (a whole world in itself including sanitation, food quality, food
spoilage, correct handling procedures, allowable and recommended
temperatures, etc.), and checking and control procedures
12.2 HEALTH & SAFETY
These are hazards in any establishment and their prevention is of tremendous
importance. While the management is ultimately responsible for the prevention of
accidents, the housekeeper, along with other department heads, should endeavor to see
that her staffs are safety conscious.
Therefore the housekeeper has a great responsibility for making sure that her staff is
aware of the common causes of accidents and of the necessary precautions to be taken to
comply with the 1974 Health and Safety at Work etc. Act.

Under this Act the employer must provide:
And maintain equipment and provide safe working practices;
For correct storage, handling and transporting of articles and substances with
maximum safety;
Information, instruction, training and supervision to
ensure the health and safety of employees;
Safe exit and access to place of work;
A good working environment without risk to health and with adequate facilities
(WCs, rest rooms etc.);
A written statement of general policy which should be displayed by employers
with more than five employees and it must be amended as necessary.
12.3 CUTS & BURNS
Cuts and abrasion
Because of:
Careless placing of razor blades;
Careless disposal of broken glass;
Careless opening of tins;
Absence of kneeling mats for cleaners;
Falling objects;
Objects poorly stacked and shelves over laden.
Burns, scalds and asphyxiation
Because of:
Careless lighting of gas equipments;
Absence of fire guards;
Carelessness on the part of smokers;
Newspapers, periodicals etc. left too near a fire;
Careless positioning of portable heaters;
Covering of heaters and lamps with clothing, towels and similar articles;
Sun‟s rays striking a concave (shaving) mirror;
Hot water bottles being filled direct from gas or electric hot water heaters;
Careless filling of hot water bottles from kettles;
Too-hot water from shower sprays;
Use of certain plastic materials which produce noxious fumes when they catch
fire;
Fire stop doors being propped open by wedges and other articles;
Careless use of electric irons and other electrical equipment;

Faulty electrical equipment;
Misuse of electricity by overloading;
Flexes under rugs and carpets.
Electric shock can cause burns and even death and may be the result of
Touching bare live wires;
Handling appliances which are not properly earthed and so are „live‟;
Handling appliances with wet hands.
12.4 ACCIDENTS
Any accident at work, either to guest or staff, should be reported immediately to
management or the Health and Safety Officer. It is a legal requirement under the Health
and Safety at Work etc. Act 1974 that a record is kept of all accidents; this is particularly
important because of the Industrial Injuries Act whereby staff may be entitled to claim
compensation.
The accident book and report form should be completed at the time of the accident or as
soon after as possible by the injured person or his supervisor. It should state:
Personal particulars of person injured e.g. name, address, age, occupation;
date and time of accident;
place of the accident;
injury sustained;
cause and / or description of the accident;
what the person was engaged in at the time;
treatment given and by whom;
names of witnesses.
Prevention of accidents
Unless precautions are taken accidents may easily occur and the housekeeper should
therefore see that her staff are made aware of the problems and are instructed in the:
Use of correct working methods;
Need for tidiness in their work;
Need for storing things in their right places;
Dangers of floor surfaces being left wet, over polished, etc.;
Necessity of reporting surface and articles in need of repair or replacement;
Advisability of wearing suitable shoes, and clothes which are not constricting;
Need for warning signs on wet floors;
Need for hazard spotting.
Prevention of fire
As in the prevention of personal injury every precaution possible should be
taken against fire.

Staff should be made aware of such dangers as:
Smoking in bed, in such unsafe places as bedding and linen stores and in areas
where cleaning polishes and rags are kept;
Leaving chute doors open;
Using electric light bulbs that are too strong in lamps;
Not reporting faulty electrical equipment, sockets etc;
Not unplugging electrical appliances e.g. TV;
Leaving cameras and magnifying glasses where the sun can catch them.
A record of training (including fire practices) has to be kept (as in the prevention
of personal injury) and the record signed by both trainer and trainee.
The housekeeper should make provision for:
Sufficient and suitable ashtrays;
Suitable waste paper bins;
Flame resistant and non-toxic furnishing materials
12.5 FIRE EMERGENCY-FIRE & PERSONAL INJURY
In the event of a fire:
Operate nearest fire alarm;
Attack fire if no persona risk;
Close windows, switch off electrical appliances;
Close door and report to immediate superior;
Carry our instructions, e.g. rouse guests, make sure rooms empty etc;
Report to assembly point for roll call;
Do not use lifts.
Fire fighting equipment
This includes:
Buckets of water – easily used but unless they are checked frequently there maybe
insufficient water in them at the time of an emergency.
Buckets of sand – useful for smothering small fires and may be used if perfectly dry on
electrical fires.
Hose reels – more effective than buckets of water or soda acid (water) extinguisher; can
extend up to 36 m.
Extinguishers
Soda acid (water)red - used for wood, paper, fabrics etc.
Powder blue - used for all risks, flammable liquids and gases
Foam cream - used for flammable liquids, oils, fats etc.
BCF (halon) green - used for electrical and flammable liquids
CO2black - used for electrical and flammable liquids
Fire blankets – used for smothering fires.

12.6 LESSON SUMMARY
Every organization has a safety risk to both staff and customers. To minimize the risk of
injury to staff and customers, staff needs to acknowledge and practice certain safety
procedures. The safety of staff is regulated by the Occupational Health and Safety Act
and Regulations. All organizations need to subscribe to legislative procedures in order
to ensure the safety of staff and customers.
Culinary staff that cut themselves accidentally at work, as often happens while slicing
food products, have to immediately stop handling food, and report to their Executive
Chef and to the person in charge of First Aid.
12.7 KEY WORDS
Hazards- danger, risk, vulnerability
Endeavor- try, attempt, effort
Asphyxiation- to deprive a person or animal of oxygen, or be deprived of oxygen,
usually leading to unconsciousness or death
Compensation – reward, payment, damages
Smothering – overpower, repress, suffocate
Extinguisher- somebody or something that puts an end to something else or eliminates
its effects
1. Write in short about Health & safety?
2. Write in short about safety precautions cuts & burns?
3. Write in detail about accident & prevention of accidents?
4. Write about Fire Emergency, Fire & personal injury?
12.9 REFERENCES
Books.
Sons New York.
Publishing Co. Ltd.
Edward Arnold, London.

UNIT- 13
TEXTILES AND TYPES OF FIBERS
CONTENTS
14.0 Objectives
14.1 Introduction
14.2 Types of Textiles
14.3 Type of Fibers
14.4 Carpets
14.5 Carpet problem
14.6 Lesson Summary
14.7 Key Words
14.9 References
14.0 OBJECTIVES
◘ various types of textiles & fibers used in carpets
◘ Carpet problems & its remedies.
14.1 INTRODUCTION
The certainty of the origin of the carpets would always continue to be shrouded in
mystery. However, it is definitely out of the debate that woven forms of floor coverings
were present during the Neolithic Age (7000BC).
The very mysteries of how the carpet actually came into existence would always remain
the same in the absence of the documentary evidence. However, according to Enza
Milanesi‟ The Little Brown Guide to Carpets‟ there are two theories to ponder upon.
The first theory says that the carpets were invented to serve the practical purpose of the
rough nomadic populations. They were thickly knotted to protect the people from
adverse climatic conditions. This also served the purpose of them not to give up their
valuable animals for their hides. Therefore, it also fulfilled their original intention of no
direct contact with the ground.
It is believed that such carpets came as rudimentary forms of floor coverings what we
see today. Evolved since the early times, the previous forms of the decorated tents of the
nomadic lifestyle were specimens, uniquely colored and decorated with the particular
sorts of pattern and established beautification styles. In addition, they wove on the
vertical loom that could be dismantled and transported easily.
14.2 TYPES OF TEXTILES
Carpet can be made from many single or blended natural and synthetic fibers. Fibers are
chosen for durability, appearance, ease of manufacture, and cost. In terms of scale of

production, the dominant yarn constructions are polyamides (nylons) and
polypropylene with an estimated 90% of the commercial market.
Nylon
Nylon is the most common material for construction of carpets. Both nylon 6 and nylon
6-6 are used. Nylon can be dyed topically or dyed in a molten state (solution dying).
Nylon can be printed easily and has excellent wear characteristics. In carpets Nylon
tends to stain easily because it possesses dye sites on the fiber. These dye sites need to be
filled in order to give Nylon any type of stain resistance. As nylon is petroleum-based it
varies in price with the price of oil.
Polypropylene
Polypropylene is used to produce carpet yarns because it is inexpensive. It is difficult to
dye and does not wear as well as wool or nylon. Polypropylene is commonly used to
construct Berber carpets. In this case, polypropylene is commonly referred to as olefin.
Large looped olefin Berber carpets are usually only suited for light domestic use and
tend to mat down quickly. Berber carpets with smaller loops tend to be more resilient
and retain their new appearance longer than large looped Berber styles. Commercial
grade level-loop carpets have very small loops, and commercial grade cut-pile styles are
well constructed. When made with polypropylene these styles wear very well, making
them very suitable for areas with heavy foot traffic such as offices. Polypropylene
carpets are known to have good stain resistance but not against oil based agents. If a
stain does set, it can be difficult to clean. Commercial grade carpets can be glued directly
to the floor or installed over a 1/4" thick, 8-pound density padding. Outdoor grass
carpets are usually made from polypropylene.
Wool and wool-blends
Wool has excellent durability, can be dyed easily and is fairly abundant. When blended
with synthetic fibers such as nylon the durability of wool is increased. Blended wool
yarns are extensively used in production of modern carpet, with the most common
blend being 80% wool to 20% synthetic fiber, giving rise to the term "80/20". Wool is
relatively expensive and consequently a small portion of the market.
Polyester
The polyester known as "PET" (polyethylene terephthalate) is used in carpet
manufacturing in both spun and filament constructions. After the price of raw materials
for many types of carpet rose in the early 2000s, polyester became more competitive.
Polyester has good physical properties and is inherently stain-resistant because it is

hydrophobic, and, unlike nylon, does not have dye sites. Color is infused in a molten
state (solution dyeing). Polyester has the disadvantage that it tends to crush or mat
down easily. It is typically used in mid- to low-priced carpeting.
Acrylic
Acrylic is a synthetic material first created by the DuPont Corporation in 1941 but has
gone through various changes since it was first introduced. In the past Acrylic used to
fuzz or pill easily, this happened when the fibers degraded over time and short strands
broke away with contact or friction. Over the years Acrylics have been developed to ease
some of these problems although the issues have not been completely removed. Acrylic
is fairly difficult to dye but is colorfast, washable and has the feel and appearance of
wool making it an ideal rug fabric.
14.3 TYPES OF FIBERS
Until human beings learned to defy the law of gravity carpets and floors will be marked
on, spilled down tracked in own, crushed and eventually worn down. In a lodging area
carpets and floors are worked on any thousands of feet everyday. As a result they can
become morn and dirty very quickly. A soiled stained or faded carpet or floor creates
one impression in the minds of guest i.e., poor care and maintenance.
Now day‟s new kinds of floor covering, cleaning solutions and maintenance equipments
appeared on the market. Executive house keeper must keep up with these advances to
develop effective cleaning procedure and keep effective, cleaning procedures and make
recommendation about purchasing equipment or contracting carpet or floor cleaning
services before getting in to the topic let us know about the type of carpets.
1. Tufted Carpet
This is a carpet constructed with either bulk continuous filaments fibers or staple
fibers.
a. Bulk continuous filament fibbers
This is one continuous strand or carpet. In this type of carpets the needles on a
large machine pull the face fibers through the carpets backing to form loops. These
loops may be long short or cut in various lengths to give a pattern to the finished
carpet.
b. Stapled fibers
These are short 7-10 inches are twisted together to form long strands. These
staple fibers are available in wool and other natural fibers.

14.4 CARPETS
1.Woven carpets
These carpets are available only in narrow width strip that are attached together.
They can be categorized as a better carpet if properly installed and maintained.
2. Nylon carpets
The 80% of these types of carpets are manufactured in United States. It holds it
shape and color well, cleans easily and cast much less than wool. If it is
maintained properly, it promotes less bacterial growth.
3.Wool carpet
The people who buy and sell carpet agree that wool is good looking durable and
easily cleaned. But it is very expensive. The carpets are well suited for lodging
properties because the indentation caused by furniture legs, etc. can be removed
easily by application of moisture and low heat. It is easily to be cleaned.
14.5 Carpet problems
1. Pile distortion
This is a general term for a no. of problems caused in the carpets. This occurs
when the carpet receives heavy foot or equipment traffic. This is due to improper
cleaning.
Pile distortion is hard, to remedy this can be reduced by preventing runners, and
furniture glides, crushing.
2. Shading
This is caused when the carpet is brushed in two different directions so that dark
and light areas appear.
3. Fading
Every carpet will fade with time. Premature fading may occur if the carpet is
improperly cleaned. Improper cleaning and spot removal can do more damage.
4. Wicking
It is also known as browning. It occurs when the backing of the carpet becomes
wet and the face yarns draw the moisture and colour of the backing to the surface
of the carpet. It can be prevented by promptly attending to spills and by following
proper cleaning procedure.
Using vinegar or synthetic citric acid solution can prevent browning.
5. Mildew
This forms when moisture allows mold in to the carpets to grow. It causes
staining, odor and rotting.

6. Shedding
Short pieces of fibers are often trapped in the carpet when it is manufactured. As
the new carpet is marked pieces work themselves to the surface of the carpet and
can make a new carpet look. Shedding will eventually stop. In the meantime
frequent vacuuming will prevent the carpet from looking littered. This will help to
remove the pilling or by gently cutting lose fibers from the carpets with scissors.

14.6 LESSON SUMMARY
A carpet is a textile floor covering consisting of an upper layer of "pile" attached to a
backing. The pile is generally either made from wool or a manmade fiber such as
polypropylene, nylon or polyester and usually consists of twisted tufts which are often
heat-treated to maintain their structure.
The term "carpet" comes from Old Italian carpita, "carpire" meaning to pluck. The term
"carpet" is often used interchangeably with the term "rug." Some define a carpet as
stretching from wall to wall. Another definition treats rugs as of lower quality or of
smaller size, with carpets quite often having finished ends.
Historically the word was also used for table and wall coverings, as carpets were not
commonly used on the floor in European interiors until the 18th century, with the
opening of trade routes between Persia and Western Europe.
14.7 KEY WORDS
Shrouded- masked, cloaked, covered
Mystery- secrecy, anonymity, unknown
Debate- discuss, argue, dispute
Nomadic - Nomadic
Rudimentary – basic, elementary, simple
Specimens- example, sample, variety
Dismantled- take to pieces, take apart
Hydrophobic - not dissolving in, absorbing, or mixing easily with water
Defy – challenge, confront, resist
Indentation – pockmark, notch, dimple
Distortion – bend, buckle, twist
1. Write in short about Carpet?
2. Mention the different type of textiles used for carpet?
3. Mention regarding the fibers used in carpet?
4. Mention the different type of carpet problem?
14.9 REFERENCES
Sons New York.
Publishing Co. Ltd.

UNIT- 14
BED-MAKING
CONTENTS
14.0 Objectives
14.1 Introduction
14.2 Bed Making Procedure
14.3 Types of Service
14.3.1 Morning Service
14.3.2 Second Service
14.3.3 Evening Service
14.4 Types of bed
14.5 Standard sizes of bed
14.5.1 US sizes
14.5.2 UK sizes
14.5.3 European sizes
14.6 Lesson Summary
14.7 Key Words
14.9 References
14.0 OBJECTIVES
◘Bed, types and sizes of bed
◘Procedure for bed making.
14.1 INTRODUCTION
A guest turns up to a hotel for a comfortable stay. He spends a considerable time in the
bed. Some guests will spend most of their day in bed. Other guest may just use in the
night time alone. A clean, wrinkle-free bed is important for all guests. It is the duty of
Housekeeping Department to keep the guest bed neat and clean.
In this lesson, details are provided covering various types of beds, universal bed sizes
and common standards of bed sizes prevalent in different countries. Further, procedure
for making a guest bed is explained in detail.
14.2 BED MAKING PROCEDURE
Bed making is the technique of preparing different types of
bed to make a guest comfortable or his/her position suitable
for a particular condition. Learning the proper procedure for
making a bed helps to ensure the guest‟s comfort and sense
of well-being. The bed is an important part of the guest‟s

hotel environment.
Procedure for Making a Bed
1. Remove soiled sheets and pillow cases and shake out individually. Check linens for
dentures, hearing aids, jewelry, glasses, face tissues, or anything else belonging to the
guest before stripping the bed.
2. Turn the mattress side-to-side on succeeding days followed by end-to-end turning.
Smooth out the mattress to air it out.
3. Shake out the mattress protector and relay it on the mattress. Change the protector
that is soiled or smelling.
4. Open out the fresh lower sheet evenly and tuck it securely at the head, foot and the
sides.
5. Open out fresh top sheet and distribute it evenly over the lower bed sheet. Ensure that
the laundry creases are in the same line as the inner sheet for even distribution. The
sheet then should be evenly pulled up to the headboard. Tuck this sheet at the foot.
6. Open out the blanket and place it evenly on the top sheet using the crease as described
earlier for even distribution. Ensure that the blanket labels are at the foot.
Pull the blanket 4 inches from the headboard.
7. Fold the top sheet, at the head of the bed over the blanket and fold the sheet and
blanket once again.
8. The blanket and the top sheet are together tucked uniformly on both sides while the
comers at the foot of the bed are neatly mitered.
9. Cover pillows with fresh pillow slips. Fluff the pillow and even out pillow slips to
look neat and tidy. Since pillow slips are larger than the pillow the excess slip should be
neatly folded downwards. The side of the pillow which has the fold should be away
from guest view. .
10. Cover completed bed with the bed spread / bed cover ensuring that it is right side
up and is falling evenly all around the bed. Keep extra bed spread toward the
headboard to crease in between the pillows so as to make the bed look appealing. The
bed spread corners should be aesthetically done. Put spare blankets in the upper most
shelf of the wardrobe in case required by the guest. Blankets are folded in such a manner
that the hotel logo appears on the top.
14.3 TYPES OF SERVICE
There are three types of services
Morning service
Second service
Evening service
14.3.1 Morning service
In morning service we do the thorough cleaning of rooms. There are various procedures
of cleaning a room. They are as under

Room cleaning procedure
Switch off the room air conditioner or heating
Draw all curtains and open the windows for airing the room
Remove soiled linen from bedroom and bathroom
Shake out all linen to ensure that no guest articles are lost in the folds of linen
Put soiled linen in linen hamper
Check for maintenance requirements and report the same to the control desk and
enter in check list
Check for lost and found in departure rooms and report to the supervisor desk.
Contact room service to remove used trays
Turn the mattress side – to side on succeeding days followed by end – to end
turning
If a vacuum cleaner is not available, brush the carpet first to enable the dust to
settle while doing the next task
Empty all ash trays into the waste paper basket
Collect other loose trash on tables and floors and throw them in the waste paper
basket
Pick up guest cloths and hang in closet or place in dresser
Collect all loose papers or magazines and stack them neatly on the desk
Clean all the surfaces in single circular motions with a dry cloth. Use a hand
dustpan to collect any unwanted matter on the surface without lifting dust in the
air. Ensure that all surfaces are spotlessly clean
Pay special attention to nooks and corners especially those points that may not
obviously be visible to the guest eye.
Use vacuum on furniture arms, backs and seats
Replace, if necessary, stationary as prescribed by management
Dust and replace each item on dresses, bureaus and desks
Clean lamp shades with a clean dry duster
Disinfect telephone mouthpiece with dettol.
Clean mirror with a dry cloth first and then with a damp news paper to make it
sparkling
Dust closet, shelves, hangers and drawers and rods. Brush the closet floor.
Supply new laundry bags and replace missing hangers
Dust both sides of all room doors, base boards, window sills, inside and out close
windows
If a vacuum cleaner is available then vacuuming of carpet should be done
Arranging furniture if necessary
Switch on the air conditioning or heating on the minimum temperature for a
departure room and at the same temperature the guest has left it for an occupied
room

Have a last look at the room referring to the checklist for completion of work
Bathroom cleaning procedure
Open all windows and exhaust vents
Shake out all soiled bathroom linen and deposit in the linen hamper
Collect all trash in bathroom waste basket, and deposit in the trash hamper
Clean the ceiling and air conditioning vents for cobwebs
Wipe all light bulbs and shades with dry cloth
Check all bulbs are working
Wipe tile walls using a sponge or damp cloth and follow with dry cloth
Clean mirror with dry cloth, damp newspaper and finally with dry cloth
Wipe & dry the shower curtains with a sponge
Scrub and dry wash basin and its area
Scrub and clean, dry the bath tubs
Scrub the toilet
Replenish fresh bath linen and guest supplies as per the number of person in the
room
Scrub the floor to ensure it dry
Close the windows
Shut all light
Use air freshener
Close the bathroom door
14.3.2 Second Service
This is a service provided on the specific request of a guest. This normally happens
when a guest has/had a party or meeting in his room to be put in order as a
consequence. The following matters would normally be attended
Remove soiled dishes, bottles and glasses
Remove room service trays, if any
Dust the room where necessary
Replace used guest supplies
Empty and clean ash trays and waste basket
Arrange the bed properly
Replace soiled bathroom linen
Flush the toilet bowl and dry the area around the sink
Use air freshener if necessary
Replace water tumblers and fill water flasks with fresh water

14.3.3 Evening Service
All rooms require an evening service mostly to prepare the room for the night. This
service should be done prior to the guest retiring for the night. Following is the
procedure:
Knock at the door and enter the room as per the procedure
Put floor lights switch on mainly to ensure that all lamp bulbs are functioning
Draw the heavy curtains
Hang guest cloths if lying around
Take off bed cover, fold neatly and store in the room cupboard, either in the
topmost or lowermost shelf
Fold one corner of the blanket to enable a guest to slide in to bed
Place the breakfast knob order card along with rose/chocolate/sweet/good
night card on the pillow
Remove soiled glasses and bottles if any
Replenish fresh glasses and fill the water flask with drinking water
Empty and clean ashtrays and waste basket
Replace soiled towels
Replenish missing toiletries and other supplies
Set room temperature
Turnout all lights except passage lamp as prescribed
Lock the door properly
14.4 TYPES OF BED
1. An adjustable bed is a bed that can be adjusted to a number of different positions.
2. An air bed uses an air-inflated mattress, sometimes connected to an electric air pump
and having firmness controls.
3. A box-bed is a bed having the form of a large box with wooden roof, sides, and ends,
opening in front with two sliding panels or shutters; often used in cottages in Scotland:
sometimes also applied to a bed arranged so as to fold up into a box.
4. A daybed is a couch that is used as a seat by day and as a bed by night.
5. A futon is a traditional style of Japanese bed that is also available in a larger Western
style.
6. A Murphy bed or wall bed is a bed that can hinge into a wall or cabinet to save space.
7. A pallet is a thin, lightweight mattress.
8. A platform bed is a mattress resting on a solid, flat raised surface, either free-standing
or part of the structure of the room.
9. A roll-away bed (or cot) is a bed whose frame folds in half and rolls in order to be
more easily stored and moved.
10. A sofa bed is a bed that is stored inside a sofa.

11. A vibrating bed is typically a coin-operated novelty found in a vintage motel. For a
fee, the mattress vibrates for duration of time. This is supposed to counter body ache
and relax.
12. A waterbed is a bed / mattress combination where the mattress is filled with water.
14.5 STANDARD SIZES OF BED
Modern manufacturing conventions have resulted in a limited number of standard sizes
of commercial bedding for mattresses and box springs. They vary with the country of
origin.
14.5.1 U.S. Sizes:
Twin Extra Long 38 × 80 in (0.99 × 2.03 m) this size is fairly popular in college
dormitories.
Three Quarter 48 × 75 in (1.22 × 1.90 m) often (47-48) X 72 in. This size is considered
obsolete by the major manufacturers.
Super Single 48 × 84 in (1.22 × 2.13 m) Olympic Queen 66 × 80 in (1.68 × 2.03 m) a
novelty size by Simmons.
California Queen 60 × 84 in (1.52 × 2.13 m)
Eastern King 76 x 80 in (1.93 x 2.03 m) An alternate name for a U.S. King.
California King 72 × 84 in (1.83 × 2.13 m) A common size on the West Coast of the
United States. Also called a Western King, West Coast King, or WC King.
Long King 72 x 104 in (1.83 m × 2.64m)
14.5.2 U.K. Sizes:
Small Single 30 × 75 in (0.76 × 1.91 m)
Super Single 42 × 75 in (1.07 × 1.91 m)
Small Double 48 × 75 in (1.22 × 1.91 m) also called three quarter
Normal Double 54 x 75 in (1.37 x 1.91 m)
14.5.3 European Sizes:
Normal Size 80 cm bed or 80 x 200 cm bed.
Extra Small Single (30 × 79 in) 0.75 × 2 m
Small Single (31 × 79 in) 0.8 × 2 m
Large Single (39 × 79 in) 1 × 2 m

14.6 LESSON SUMMARY
Bed is a furniture item, made up of foam mattress normally used to relax, rest, nap or
sleep. Beds come in a wide array of shapes and sizes. Most countries have a standard set
of four sizes of mattresses.
Bed making is the technique of preparing different types of bed to make a guest
comfortable or his/her position suitable for a particular condition. In this lesson, you
have also learnt about the procedures for making a bed.
14.7 KEY WORDS
Soiled - dirty grubby, mucky
Aesthetically - Of or concerning the appreciation of beauty or good taste
Vents – an opening, as in a wall, serving as an outlet for air, smoke, fumes
Replenish- stock up, restock, refill
Novelty – innovation, originality, newness
Vintage – era, classic, traditional
1. Write in detail about Bed Making Procedure?
2. What is meant by morning Service?
3. What are the aspects of Second service?
4. Mention the Evening service?
5. What are the different types of Bed?
6. Mention the Standard sizes of bed?
14.9 REFERENCES
Publishing Co. Ltd.
Edward Arnold, London.
Books.

UNIT-15
TYPES OF BUDGETS
CONTENTS
15.0 Objectives
15.1 Introduction
15.2 What is Budget?
15.3 Capital Budget
15.4 Operational Budget
15.5 Lesson Summary
15.6 Key Words
15.8 References
15.0 OBJECTIVES
◘ Regarding, Budgeting in Hotel Housekeeping.
◘ should understand the aspects of Capital Budget & Operational Budget
15.1 INTRODUCTION
Budgeting set-up depends on the function of the hotel or facility. A hotel or facility can
be smaller or larger scale operated. The larger they are the more complex it gets.
In a smaller scale hotel or facility usually there is Front Office, Housekeeping and
Maintenance and the expenses are controlled mainly by the Owner through the General
Manager. They were the key decision maker in preparing the yearly budget with the
assistance of an accountant or accounting firm. The budgeted amount needed to operate
for the whole year is based on the expenses incurred on the previous years and other
related occasions that will affect the preparation of budget for the coming year.
15.2 WHAT IS BUDGET?
A budget is a plan of expenditure and if there is to be any control of costs throughout the
establishment, budgeting is essential. The housekeeper is one of those concerned with the
preparation of a budget for the department.
-The housekeeper estimates the expenditure for the department for a specified period,
which is generally a year. The longer the financial period, obviously, the more difficult it
is to forecast the requirements and relevant costs for the department.
There are three broad areas to be considered when preparing the budget:
wages and salaries;
operating costs (supplies, services etc.)

capital expenditure (equipment usually with a life of five years or more or
over a fixed sum of money).
Higher priority ratings are normally given to replacements than to additions.
The housekeeper should realize that changes may occur in such external factors as the
labor market, the commodity market and in legislation, and these may all have a bearing
on her estimation of the expenditure of the department over the next financial year.
An advantage in preparing a budget is that it provides the opportunity to take a critical
look at the costs of the department, review past planning and present accomplishments
and then to take appropriate steps to accomplish more in the coming financial period. In
this connection it maybe beneficial for the housekeeper to look more closely at the cost of
such things as:
servicing of a room;
cleaning of a particular area;
servicing of early morning teas;
night service, i.e. „turning down‟;
overtime compared with extra staff;
hiring compared with owning linen, equipment etc;
checking of linen;
using non-iron linen with or without laundry on premises;
office supplies, handwritten versus duplicated versus printed lists;
re-upholstering versus purchasing new;
use of contracts;
bulk buying.
15.3 CAPITAL BUDGET
Capital budget is the expenditure on assets that have a longer life and are more
expensive.
E.g.: vacuum cleaners, carpets, furniture, curtains, linens, etc.
Capital budget incurs on
1. Renovation of rooms
2. Renovation of public areas
3. Addition of rooms
4. Addition of public areas
5. Replacement of equipment
6. Replacement of carpets
7. Replacement of furniture and fixtures
8. Introduction of automation in the department.

How to prepare a capital budget
A capital budget should be prepared with great care as it involves large some of
money. The following steps should be taken into consideration while preparing a
capital budget.
1. Reliability of suppliers operation
2. Quality of product
3. Cost factor of product
4. Whether the supplier meet time parameters of supply
5. Whether the supplier meet your special specification
6. Transportation charges
7. Handling charges
15.4 OPERATIONAL BUDGET
It is the expenditure on item of daily or short term consumption
E.g.: Guest supplies, cleaning supplies, salaries, wages, etc.
Operational expenditure incurs on
1. Cleaning supplies : Detergents, brasso, duster, cloth, etc.
2. Guest supplies : Guest stationary, soaps, tissue, sewing kit,
hangers, etc.
3. Office stationary & postage : Memo pads, formats, writing implements,
stamps, pens, etc.
4. Tailor shop expenses : Thread, needles, buttons, etc.
5. Cleaning equipments : Brooms, mops, buckets, etc.
6. Salaries or wages : It includes in addition retirement benefits,
bonus, allowances, etc.
7. Heat light & power : Air-conditioning, heating, electricity
consumption, etc.
8. Repair & maintenance : Expenses on maintenance of furniture,
fixtures & equipments.
9. Local travel : Traveling expenses, visit to suppliers, staff
transportation.
10. Horticultural expenses : Landscaping, seeds, manure, nursery pots,
sapling.
Florist : Flowers, flower holders, vases
Pest control : Insecticides, pesticides.
11. Laundry : Washing materials.

15.5 LESSON SUMMARY
Budgeting is one of the main planning activities of an executive housekeeper. It is the
process by which, based on the actual performance of establishments in the past,
estimates of expenditure and receipts are made and adjusted for forecasting future
outcomes. Budget can be defined in many ways:
A budget is a plan by which resources required to generate revenues are allocated. A
budget is a plan which projects both the revenues the hotel anticipates during the period
covered by the budget and the expenses required to generate the anticipated revenues.
15.6 KEY WORDS
Renovation- renewal, restoration, redecoration
Estimation – assessment, evaluation, guess
Bulk – mass, volume, immensity
Expenditure – spending, expenses, costs
Replacement- substitute, alternate, proxy
Reliability – dependability, consistency, trustworthiness
1. Explain Budget, and advantages of budgeting in Housekeeping?
2. What aspects are included in Capital Budget?
3. What aspects are included in Operational Budget?
15.8 REFERENCES
Sons New York.
Publishing Co. Ltd.

UNIT – 16
MAINTENANCE
CONTENTS
16.0 Objectives
16.1 Introduction
16.2 Maintenance Department
16.2.1 Electrical work
16.2.2 Boiler work
16.2.3 Mechanical work
16.2.4 Plumbing work
16.2.5 Civil work
16.2.6 Carpentry work
16.3 Staff Organization: Inventory
16.3.1 Chief Engineer
16.3.2 Maintenance Assistants
16.4 Lesson Summary
16.5 Key Words
16.7 References
16.0 OBJECTIVES
◘Various works of a maintenance department.
◘Inventory of Staff Organization
16.1INTRODUCTION
This very department maintains the property's structure and grounds as well as
electrical and mechanical equipment. Some hotels might have this very division under
different names, such as maintenance division, property operation and maintenance
department
16.2 Maintenance department
The maintenance department is responsible for the provision of engineering facilities
that contribute to the comfort of guest and increase the efficiency of staff. The
housekeeping department depends on maintenance to keep things in order. While
carrying out their schedule work, housekeeping employee may find some deficiencies in
the hotel facilities, such as faulty electric plugs, dripping faucets, leaking pipes, or
malfunctioning air-conditioning units or WC cisterns. The housekeeping department
often takes the first steps in maintenance functions for which the maintenance is
ultimately responsible. However, these deficiencies and faults should be immediately
reported to maintenance. A need for urgent repairs is reported to maintenance over

telephone and these requests are usually dealt with promptly if the rapport between the
two departments is good.
There are various heads under which maintenance work is done:
16.2.1 Electrical work – Air conditioning and heating, fused bulbs, lights and lamps that
are not functioning, defective plugs and plug points, short circuits and faulty geysers,
refrigerator and mini bars fall under this category.
16.2.2 Boiler work – This is necessary to maintain a supply of hot water to guestrooms.
16.2.3 Mechanical work – This entails repair or replacement of any faulty equipment,
such as vacuum cleaners, ice-cube machine and so on.
16.2.4 Plumbing work – This deal with faulty faucets, showers, drainage systems, water
closets and so on.
16.2.5 Civil work – Any masonry work comes under this head.
16.2.6 Carpentry work – Broken or shaky furniture mirrors, and cupboards in less than
peak condition and fresh woodwork are all part of this.
To look at it another way, in terms of frequency, urgency and complexity of the job,
there are three levels of maintenance work:
16.3 STAFF ORGANIZATION: INVENTORY
Perhaps more so than any other department, the talent employed m the maintenance
staff crucially affects a hotel's profitable operation. This is true because so much of a
guest's impression of the quality of a hotel is dependent on the work of the maintenance
department. Thus, the quality of the maintenance staff-and the quality of their work
will, in the guest's eyes, represent the quality of the hotel. When maintenance work is
performed poorly or not at all, it shows. The solution to this problem lies in the selection
of an excellent maintenance department head and appropriate assistants.
16.3.1 Chief Engineer
In the hotel industry, the head of E&M is referred to as the chief engineer or
maintenance chief .This person has a significant role to play on the executive committee
and as the leader of one of the hotel's most important departments.
In smaller hotels the chief engineer may take a very hands-on role in the
maintenance effort. Tins could involve actually performing maintenance and repair
tasks. In larger hotels with larger staffs, the chief engineer serves a more administrative

role that consists of planning work, organizing staff, directing employee efforts, and
controlling the maintenance budget. Regardless of a hotel's size, the chief engineer must
be well organized, pay great attention to detail, and be a cooperative member of the
management team.
16.3.2 Maintenance Assistants
In addition to the chief engineer, the E&M department will employ one or more
individuals with varying degrees of skill in the areas of:
• Engineering
• Mechanics
• Plumbing
• Electricity
• Carpentry
• Water treatment (for pools and spas)
• Landscaping
• Grounds maintenance
The needs of a specific hotel will dictate the actual skill, makeup, and number of
E&M staff required. It is difficult to find one person skilled in all of the technical E&M
areas encountered in a hotel. When the skills or manpower needs of an E&M
department exceed the capabilities of the in-house staff, the chief engineer and the G.M.
must decide to outsource work. The ability to effectively determine which tasks are best
performed by in-house E&M staff versus being contracted to outside help is the real
mark of an excellent chief engineer.

16.4 LESSON SUMMARY
The maintenance or engineering department and front office communicate on room
status and requests for maintenance service. Maintenance employees must know the
occupancy status of a room before attending to plumbing, heating, or air-conditioning
problems. If the room is reserved, the two departments will work out a period so the
guest will be able to enter the room or be assigned to another room. Cooperative efforts
produce the best solutions to sometimes seemingly impossible situations.
Likewise, the requests from guests for the repair of heating, ventilating, and air-
conditioning units; plumbing; televisions; and other room furnishings are directed to the
front desk. These requests are then communicated to the maintenance department. The
front desk clerk must keep track of the repair schedule, as guests want to be informed of
when the repair will be made.
16.5 KEY WORDS
Faucets - a valve operated by a handle that controls the flow of a liquid, especially from
pipes supplying water
Cisterns - a tank for storing water, especially one connected to a toilet
Entails – involve, require, necessitate
Rapport – relationship, understanding, connection
1. What are the responsibilities of a maintenance department?
2. What are the different sections, and what they do deal with?
3. Write in short about staff organization Inventory?
16.7 REFERENCES
Sons New York.
Publishing Co. Ltd.

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