housekeeping notes

1. HOTEL GUESTROOMS
Introduction
The guestroom is the main product of a hotel, as
it contributes to more than 50 per cent of the
total sales, making the profit percentage from
room sales very high. The ‘sale’ of a room
means leasing the room for occupation for 24
hours at a pre-determined cost. Thus, a room
sold on a particular day earns revenue for that
day, and then it can be sold again, and again.
Rooms are sometimes referred to as ‘highly
perishable commodities’.
Guests may stay in a hotel for pleasure,
convenience, or from necessity. It is hence
essential for each and every hotel employee to
understand the importance of a guestroom for a
guest. The HK staff in particular, has the
responsibility of making the guestroom ‘a home
away from home’ for the guest.

2. Importance of the guestrooms to a guest
It is extremely important to understand the
expectations of a guest when he/she pays to
stay in a room.
These similarities would dictate that the
guestrooms be neat, hygienic, comfortable,
private, and above all, safe.
 The most important consideration here is
staff needs to understand and respect the
guest’s expectations from the guestroom and
the hotel staff.
Primarily, a neat room is the basic minimum
expectation of any guest, and the staff needs
to ensure this by laying out fresh linen and
presenting a clean room on a daily basis.
The room should not only be attractive, but
also comfortable and functional.
Hotel guests expect a high degree of
cleanliness, hygienic environment to stay in.
The ‘basic necessities’ in a guestroom are
constantly varying. Nowadays these may
include Internet and Wi-Fi connectivity,
channel music, television, temperature
control, and so on.

3. Guests also expect that they will not be
disturbed often and have a good view.
Safety is a key factor with regard to
guestrooms - guest would like the guestroom
location to be safe and not accessible to one
and all.
The doors of a guestroom should have a
double locking system operable from inside.
 Fire-exit layouts being placed in the rooms
is a necessity as well.
Irrespective of its location, a guestroom
should also offer easy access to other guest
service areas, such as restaurants,
gymnasiums, swimming pools.
The guest would also expect to be able to
get in touch with The various services- such
as room service, restaurants, housekeeping,
valet, intercom numbers with
explanationsin , information kits placed in
each guestroom.

4. TYPES OF GUESTROOMS
Hotels now offer a wide variety of rooms
catering to the needs of different types of
travelers. They are as following:
Single room- A room assigned to one person,
having one bed.
Twin room- A room with two beds meant for
one person each.
Hollywood twin room- A with two twin beds
but a common headboard, meant for two people.
If so desired, the beds can be bridged together to
make it appear single bed.
Double room- A room with a double bed for
two persons.
Triple room- A room assigned to three people,
which may have two or more beds.
Quad room- A room assigned to four people,
which may have two or more beds.
Queen room- A room with a queen-size bed.

5. King room- A room with a king-size bed.
Studio room/Extension room- A room with a
studio bed.
Sico room- A room which has a Murphy or Sico
bed or similar (a pull-out or convertible or
foldaway bed)
Mini suite/Junior suite- A single large room
with a bed and a sitting area.
Suite room- A combination of one or more
bedrooms and a parlour. It may also contain a
bar, a small kitchenette, and other facilities.
Connecting rooms- Rooms with individual
entrance doors from the outside and a
connecting door between, so that the guests can
move between rooms without going through the
hallway.
Adjoining rooms- Rooms with a common wall
but no connecting door.
Adjacent rooms- Rooms close to each other,
but not necessarily adjoining- perhaps across the
hall or corridor from each other.

6. Cabana- A room adjacent to the pool area, with
or without sleeping facilities, but with provision
for relaxing in a sofa. These are mainly used for
changing.
Duplex/Bi-level suite- A two-storey suite, with
parlour and bedrooms connected by a stairway.
Efficiency room- A room containing some
kitchen facilities.
Hospitality suite- A parlour with a connecting
bedroom, to be used by guests to entertain his
own guests or for companies offering cocktails
during conventions, entertaining, and trade
shows.
Lanai- A room overlooking a landscaped area, a
scenic view, a waterbody, or a garden. It may
have a balcony, a patio, or both. This type of
room is commonly found in resorts.
Penthouse- A room that opens onto the roof and
may be accompanied by a swimming pool, patio,
a tennis court, and other facilities and amenities.

7. Executive room- A room that has a large
bedroom with a sitting area provided with chairs
,sofa and coffee table. This type of room
typically has a workstation/lounge near the
window. This is really a combination bedroom-
cum-sitting room.
PLACEMENT OF GUEST
SUPPLIES
Guest supply includes all items that are
conductive to the guest’s material comfort and
convinience.They are subdivided into guest
amenities,essentials,expendables and loan items.
Many hotels follow common pattern in
placement of guest supplies in their guestrooms.
IN THE BEDROOM:
The guest supplies placed in various areas of the
guest bedrooms are discussed in this section.
BEHIND THE DOOR: The following are placed
here:

8. A DND card, the reverse of which may be
‘please make up my room card’ on the door
knob on the inside of the door.
A detailed map fire exists is ideally affixed
behind the door.
Most hotels now have an electronic safe in the
guestroom.
AT WRITING TABLE: These are usual
supplies on and around the guest desk.
A guest stationary folder with
monogrammed note papers,
Envelopes
post cards with hotel pictures.
Guest comment forms are placed on tables.
sA pen and a pencil are also placed
alongside.
· Tent cards (publicity cards placed in the shape of
a tent) giving information about special events
and shows in the hotel are also placed on this
desk.
· An ashtray.
· A candle, a candle holder and a matchbox.

9. · The hotel brochure.
· A waste paper basket next to the writing table, on
the floor.
· A chair with a backrest placed in front of the
writing table.
ON THE BEDSIDE TABLE: Any variety of
supplies may be found on or in the nightstand.
· The telephone and the service dictionary are
placed on the bedside table.
· A notepad and a pencil are placed beside the
phone.
· An ashtray and a matchbox. In twin rooms two
ashtrays along with matchboxes are kept on the
two bedside tables.
· A breakfast shelf knob card is usually kept on the
first shelf or in the drawer of the bedside table.
This card is kept on the pillow during evening
service in many hotels.
· The local telephone directory is usually kept on
the lowermost shelf on the bedside table.

10. · In the same location, a Bible, a Gita or Quran
may also be placed. In Buddhist countries, “THE
LIFE AND THOUGHT OF LORD BUDDHA”
may be placed.
· A channel music panel may be affixed to the bed
side table.
· A bedside lamp is placed at the bedside table. If
there are two tables’ two bedside lamps maybe
placed.
· A flask on the tray with two glasses may be kept
beside the bed at the bedside table.
ON THE COFFEE TABLE: These are the usual
supplies here:
· An ashtray and a matchbox are placed on the
coffee table.
· The house magazine or some tourist magazines
and a newspaper are also neatly arranged on the
coffee table.
· The room service menu is placed on the coffee
table.

11. · A letter of greeting signed by the general
manager, wishing guests in special holidays and
feasts, may be placed on the coffee table.
IN THE DRAWER AND THE CUPBOARD:
These are usually found in the wardrobe or chest
of the drawers or else sometimes in the
nightstand drawer.
· A sewing mending kit (a Dutch wife) is placed in
the drawer.
· Laundry bag and a list of laundry facilities and
charges.
· A few plastic utility bags may also be placed in
the wardrobe for guests to keep their shoes or
wet swimming suits in, or to use for other
purposes.
· Cloth hangers are hung on hooks or a hanging
rod inside the cupboard.
· The guestroom safe is usually affixed inside the
cupboard.
BELOW THE LUGGAGE RACK: The luggage
rack usually has a lower shelf for guests to keep

12. their shoes on. The shoe mitt or a shoe kit may
be placed on this shelf.
AT THE DRESSING TABLE: These supplies
may be on or near the dressing table where there
is one else they will be a part of the vanity kit in
the bathroom:
· An upholstered stool is placed under the dressing
table and it can be pulled out when required.
· A mirror is mounted on the wall with appropriate
lighting facilities.
· Combs and brushes are placed in the dressing
table drawer.
ON THE BED: Ideally , there would be nothing
on the bed except the bedclothes listed below ,
but sometimes a small gift box or a box of
chocolates may be placed on the pillow as the
part of the turn-down service.
· A mattress, with a mattress protector on it.
· Bed sheets, night spread, pillows with pillow
cases, blankets and a bed spread.

13. IN THE TELEVISION CABINET: This, of
course, is fairly obvious-this is where you’d find
the television, usually, one equipped with
satellite network and a remote control.
IN THE MINI BAR: All, some, or none of these
may be include, depending on the type of hotel
and the type of guestroom, as well as sometimes
the profile of the guest.
· Mineral water bottles.
· Beverages such as liquor and soft drinks.
· Ice trays.
· Lemon wedges.
· Some snacks.
ON THE MINI-BAR CABINET OR DRESSER
OR CONSOLE TABLE: These supplies may be
on a small side table near the guestroom
entrance, by the bed or on the mini bar.
· A tray with tea bags and sachets of coffee
powder, milk powder and sugar.

14. · On the same tray a couple cups, saucers and
spoons.
· A kettle and/or coffee maker.
· An ice bucket.
IN THE SITTING AREA: The following items
are usually found in the sitting area:
· A sofa and two easy chairs.
· An occasional table.
· A lampshade.
IN THE BATHROOM: A bathroom usually has
the following fixtures and guest supplies:
· A full length mirror at the entrance.
· A bath tub and a bath mat.
· A water closet.
· A tissue holder with a tissue roll, affixed on the
wall near the WC.
ON OR NEAR THE VANITY UNIT: Supplies
near the vanity unit are as follows:

15. · Monogrammed soaps, shampoo bottles,
moisturizers, cologne, aftershave lotion and
shower gels.
· Shower caps, gargle glasses, tissue box, razor
blades, dental kit and shaving kit.
· A mirror mounted on the wall with appropriate
lighting facility.
· A sani-bin beside the WC or under the vanity
counter.
ON THE TOWEL: The towel rack consists of
the following supplies:
· Bath towels and bath sheets on the towel rack.
· Hand towels and face towels (these may also be
near or on the vanity unit).
· Wash cloth.
· A bath mat.
Cleaning Guestrooms
· Understand the nature &types of soil on
various surfaces & the ways in which soiling
presents itself

16. · Lay down the standards for cleaning
· Understand the scientific terminology that
appertains to cleaning
· List the principles of cleaning & describe the
various procedures of cleaning
· Categorize cleaning tasks with regard to their
frequency & explain how cleaning may be
organized in various ways in hotel
· Describe the procedure of bed-making &
discuss the daily cleaning of guestrooms
· Outline the procedures for the turn-down
service & second service
· Appreciate the importance of ‘closing down’
after cleaning & give an account of the
procedure to be followed
INTRODUCTION
Cleaning is the removal of dust, dirt, foreign
matter, tarnish & stains from various surfaces
with the aid of certain cleaning agents and
equipment. Dust, dirt, and foreign matter
deposited on a surface are referred to as soil.

17. This may include substances such as sand, mud,
pollutants, smoke, & fumes brought into the
building from outside. Some types of soil, such
as sewage, hair, dead skin cells, and fibers shed
from the clothing are generated by the occupants
of a building.
Cleaning is carried out for the following reasons:
Aesthetic appeal The environment is made
visually attractive & appealing.
Hygiene Effective, frequent cleaning controls
the growth and reproduction of pathogenic
bacteria & other germs.
Maintenance surfaces & articles, however good
in quality, will have a long functional life only
when they are cleaned on a regular basis.
Safety Cleaning is done for safety against health
hazards, fire hazards, and slip hazards.
Types of soil
Dust this is composed of loose particles
deposited from the air. It contains both organic
(human & animal hair, dead skin cells, particles

18. of excreta, pollen from plants, & so on) &
inorganic (sand, dry earth) matter. Although dust
is light it is heavier than air & thus settles
readily on any surface, horizontal as well as
vertical.
Dirt This implies dust held together firmly by
moisture or grease on rough surfaces.
Tarnish This is a discoloring or deposition on a
metal or alloy surface caused by chemical
reaction with certain substances found in air,
water, and foodstuffs. Each metal gets a
different type of tarnish when exposed for too
long to these substances. For instance, iron gets
reddish-brown rust, copper gets a greenish
deposit of verdigris,& silver gets blackened.
There are different methods for the removal of
tarnish from different metals.
Stain this is a discoloration caused on a hard or
soft surface by a substance containing dyes,
proteins, acids or alkalis. Stains are difficult to
remove by routine cleaning processes. Any stain
must b removed as soon as possible by using

19. powders to absorb it, solvents to dissolve it, or
alkaline cleaner to neutralize it.
Foreign matters These may be dead flowers,
contents of wastepaper basket and ashtrays, as
well as stains from the deposition of foreign
substances (as opposed to the result of a
chemical reaction).
Nature of soil
All the above types of soil may be categorized
under at least one of the following heads,
depending on the nature of the substance
responsible.
Inorganic or mineral: A homogeneous
chemical element or compound, solid, liquid or
gaseous substance, having a chemical
composition resulting from the inorganic
processes of nature.
Organic: A substance that has a plant or animal
origin. Organic compounds are basically
hydrocarbons, that is, they essentially contain
the elements carbon, hydrogen & oxygen.

20. Osmological: these are substances containing
either organic or inorganic matter that emit an
unpleasant odour.
Bacterial: some soils may contain live bacteria
or their spores, which may cause diseases or
infections.
Entomological: These soils harbor insects,
especially those that are carriers of disease &
infection.
Tarnish This is a discoloring or deposition on a
metal or alloy surface caused by chemical
reaction with certain substances found in air,
water, and foodstuffs. Each metal gets a
different type of tarnish when exposed for too
long to these substances. Depending on the
purpose of the area & surfaces to be cleaned,
various standards of cleaning may be imposed.
Once a standard has been established, there
should be strict adherence to the cleaning
methods required, & efficient training &
supervision is called for. There may be different
standards of cleaning for different surfaces and
areas, as follows:

21. Physically clean: when the standard is set, the
area or surface is supposed to be free from
apparent dust & dirt, as when wiped by hand.
Chemically clean: This standard means that the
area should be free from harmful chemicals on
the surfaces & in the surrounding air.
Bacteriologically clean: To meet this standard,
the surfaces should be cleaned so as to be free
from any harmful bacteria that may cause
disease or infection. This is referred to as
‘clinical standard’ as most hospitals follow this
standard for their general wards.
Entomologically clean: this means that the area
should be free from harmful insects or pests.
Osmologically clean: This cleaning standard
demands that the surfaces & areas should be free
from any organic or inorganic matter that may
emit an odour.
Terminally clean: this refers to the standard of
cleaning usual in operation theatres & intensive
care units in hospitals, where surfaces need to be

22. constantly sanitized against all kinds of
pathogenic microbes.
The science of cleaning
To understand the process of cleaning using
various agents, one needs to know the
terminology associated with cleaning, & the
surfaces being cleaned.
Terminology of cleaning
These are certain basic terms from chemistry &
biology, knowledge of which is required for a
better understanding of all that the cleaning
processes entail. The list given below organizes
them alphabetically to understand all the terms.
Terminology used in cleaning
Acids: Substances made up of hydrogen ions
combined with anions. See anions.
Aerobic: refers to the presence of oxygen in the
reaction.
Aerosols: particles dispersed in gas and packed
under pressure with a device for releasing them
as a fine spray

23. Alcohols: organic compounds containing the
OH- ions as the reactive group. They are
commonly called as “spirits”
Algae: these are mainly aquatic, eukaryotic,
single celled or multicellular plants without true
roots, leaves and flowers. They are typically
autotropic, photosynthetic and contain
chlorophyll. They may also attach to underwater
structures, rocks or the submerged surfaces.
Alkali: an inorganic compound made up of
hydroxyl ions (OH-) combined with cations. See
cations
Anaerobic: refers to the absence of oxygen in
the reaction.
Anion: a negatively charged ion. See also ion.
Antiseptic: an agent that makes the environment
non-conducive to the growth and reproduction
of disease –causing (pathogenic) microbes.
Asepsis: rendering a surface free of microbes
and infection

24. Atom: the smallest particle of the element that
displays the properties of that element
Autoclave: equipment used to sterilize articles
using steam under pressure.
Bacteria: single celled micro-organisms that can
exist either independently or as parasites
Bactericide: an agent that kills most bacterias
but not their spores.
Bacteriostat: an agent that makes the
environment non-conducive to the growth and
reproduction of bacteria.
Biodegradable: substances that can be
decomposed by the action of living organisms.
Cations: a positively charged ion. See also ion.
Caustic alkalis: very strong alkalis such as
sodium hydroxide (caustic soda).
Cells: all living organisms are made up of basic
units called as cells.
CFCs: chlorofluorocarbons- organic compounds
containing chlorine, fluorine and carbon. These

25. are the substances used in air-conditioning and
refrigeration systems. When these substances
break down on exposure to ultraviolet rays, the
resultant product reacts with the protective
ozone layer of the earth and damages it.
Chemical compounds: substances whose
molecules are composed of atoms of at least two
different elements. For instances, sodium
carbonate (Na2CO3)
Chemical reaction: a process that lead to
chemical change. The substances that take part
in the reaction are called as ‘reactants’, while the
substances that are produced in a reaction are
called as’ products’.
Chlorine: an element of the halogen group used
as a sanitizer and bleach.
Corrosion: the wasting away of metals layer by
layer due to formation of metal compound on
the surface is called as corrosion. Corrosion in
case of iron takes the form of rusting.
Detergents: cleaning agent that which used in
conjunction with water, can loose and remove

26. dirt, and then hold it in suspension so that the
dirt is not redeposited on the clean surface. They
can be of two types –soapy detergents and
synthetic detergents (non-soapy).
Dilution: the process of reducing the strength of
a cleaning agent by adding other solvents,
usually water.
Disinfectants: substances used to destroy
pathogenic micro-organisms. The term
‘disinfectant’ is now used as a general term that
covers all kinds of agents that bring about germ
control.
Elements: these are substances, metals or non-
metals, that cannot be further divided into two or
more substances
Germs: a common term used for germs
especially bacteria.
Halogens: a group of reactive elements
belonging to the seventh group of periodic table.
The important elements in this group are
chlorine, bromine, iodine and fluorine.

27. Health: a state of complete physical, mental,
social and spiritual well-being, and not just the
absence of disease/infirmity.
Hydrocarbons: compounds containing carbon
and hydrogen.
Hydrogen: the lightest element, existing in
gaseous form at standard temperature and
pressure. It is a component of water, acids and
many other compounds.
Hygiene: the science that deals with the
preservation of health by maintaining high
standard of cleanliness
Inorganic compounds: compounds that consists
of chemical combination of two or more
elements that are not carbon.
Iodine: a deep brown halogen, used as a
disinfectant because of it highly reactive nature.
Ions: an atom is composed of positively charged
nucleus and negatively charged electrons
moving around it. An atom is electrically
neutral, but if another electron is added to it or
removed from it, the substance acquires a

28. electrical charge and becomes an ion. If one or
more electron is added, the charge of the atom
becomes negative and it is called as anion. On
the other hand, if one or more electrons are
removed from the neutral atom, it becomes
positively charged and is called cation.
Micro-organisms: very minute living organisms
that are impossible to see through the naked eye
and may only be viewed through a microscope.
They include bacteria, fungi, protozoa, algae and
viruses
Molecules: the smallest particle of an element or
a compound that has independent existence. A
molecule of an element displays the chemical
properties of that element and a molecule o a
compound displays the chemical properties of
that compound.
Nitrogen: the most abundant gas in the earth’s
atmosphere (78 per cent). It is used in the
production of ammonia and nitric acid.
Neutralization: an acid and a base when mixed
in appropriate proportions, form a neutral

29. solution. Such a reaction is neutralization
reaction.
Organic compounds: compounds containing
carbon, hydrogen and oxygen.
Oxygen: an element that occurs as molecules of
O2, a colorless and odourless gas that forms 21
percent of the air. It is also a component of
ozone (O3) and water (H2O).
Pathogenic: disease causing (used for particular
kinds of bacteria or other micro-organisms).
Pests: insects or other small animals that are
harmful or cause damage.
Pesticides: agents, usually artificial, that are
used to destroy pests.
pH scale: a scale that indicate the acidity or
alkanity of a substance. According to the scale a
pH of 7 is neutral, acids have pH value less than
7, and alkalis have value more than 7.
Phenols: it is an organic, alcoholic compound
derived from benzene and used in the
manufacture of disinfectant. The old name for

30. phenol is ‘carbolic acid’. Phenol is toxic; hence
skin contact must be avoided when handling it.
Pollution: the presence of harmful and
undesirable constituents in the environment
resulting from human activities. Pollution may
be of air, water, soil and sound.
Quats: quaternary ammonium compounds, used
as disinfectants.
Radicals: in many chemical reactions, a cluster
of atoms act as a unit. These clusters are called
radicals. For instance sulphate (SO42-),
carbonates (CO32-), bicarbonates (HCO3-), and
so on are radical groupings.
Reagents: chemicals solutions such as acids
alkalis or alcohols that are used in various
reactions.
Saline: (of a solution) containing salt.
Salts: neutral substances which are formed when
acid react with alkalis. The term ‘common salt’
refers to NaCl as formed naturally.

31. Sanitizer: an agent used for reducing the
microbial count to acceptable level.
Spores: micro-organisms in their restive,
protective state when environmental conditions
are unfavorable. When conditions become
favorable again, the spores develop into
reproductive micro-organisms.
Sterilization: the process of killing all kinds of
micro-organisms and their spores.
Surfactants: compounds that impart good
wetting power, emulsifying power, and
suspending power to detergents.
Valency: an atom of each element has a definite
combining capacity, called its valency. It is
measured with reference to hydrogen. For
instance, the valency of hydrogen itself is 1 and
that of carbon is 4, which means that an atom of
hydrogen can combine with or displace a single
atom of hydrogen while an atom of carbon can
displace or combine with four atoms of
hydrogen. The formula of a compound depends
on the valency of the combining elements.

32. Waste: a collective term for that which is
unwanted, unused, useless or discarded. The
terms ‘trash’ ‘garbage’, ‘refuse’, ‘rubbish’,’
residue’,’ ashes’,’ biological waste’,’ liquid by-
product waste’ and solid by-product waste’ all
imply waste materials as referred to in various
cultures or when in various forms.
Water: this is the universal solvent H2O, and the
most basic cleaning agent.
Principles of cleaning
These are the basic rules to follow in any kind of
cleaning activity, whatever the nature of the
surface or the soil.
· All soil should be removed.
· Soil should be removed without harming the
surface being cleaned or the surrounding
surfaces.
· The surface should be restored to its original
state after the cleaning processes.

33. · The cleaning process should be efficient, using a
minimum of equipment, cleaning agents, labor
& time.
· The simplest method should be tried first, using
the mildest cleaning agent.
· The cleaning methods least harmful for the
surface should be used.
· Cleaning should proceed from high to low
wherever possible.
· When cleaning an area, start with the cleaner
surfaces & then go on to clean the more heavily
soiled ones, so as to prevent the spread of soil
from dirty to cleaner surfaces.
· While wet –cleaning an area or polishing the
floor, the cleaner should walk backwards while
cleaning in front of him.
· Suction cleaning should be preferred over
sweeping wherever possible.
· Sweeping should be done before dusting, and
dusting before suction cleaning.

34. · Noise levels while cleaning should be kept as
low as possible.
· Stains should be removed as soon as they occur.
· The cleaner should take all safety precautions
while cleaning. In particular cleaning agents &
equipment should be stacked neatly to one side.
· The cleaner should start cleaning from the
farthest end of an area, working towards the exit.
· After the cleaning process is over, all equipment
should be washed or wiped as applicable, dried,
& stored properly; cleaning agents should be
replenished & stored; waste discarded; &the
area left neat & tidy.
Cleaning procedures
Cleaning processes may be either manual or
mechanical. They may involve washing (using
water as a cleaning and rinsing agent), friction
(as in using an abrasive) , static electricity( as in
using a static mop), suction ( as in using a
vacuum cleaner), or force ( as in using
pressurized water). The various types of

35. cleaning processes are summarized in this
section.
Manual methods
These do not call for mechanized or electronic
equipment.
Sweeping: this is done to collect dust when the
floor surface is too rough for a dust mop. Push
brooms are used for large areas & corn brooms
are best for corners & tight spaces. A broom
with a long handle is most suitable
ergonomically. Use short, smooth strokes and
sweep directly into a long- handled dustpan
without dissipating the dust. Keep the head of
the broom flat on the floor at all times. When
using a long- handled broom, use smooth strokes
to sweep away from yourself. It is important in
sweeping to develop a rhythm and ‘bounce’ the
push broom to avoid rolling the bristles under.
Sweeping is not the most efficient, hygienic, or
advanced way of removing dust, as so much of it
becomes airborne. Sweeping has in many cases
been replaced by the use of suction cleaners

36. now. Sweeping with a dry mop is called ‘mop-
sweeping’.
Equipment required: broom dust pan, dust bin
for collection of dust.
Dusting: this task requires a systematic and
orderly approach for efficiency & ease. Room
attendants should start dusting articles at the
door & work clockwise around the room. This
minimizes the chances of overlooking a spot.
Fold the duster three times & then thrice again.
This gives you 18 clean folds, making the duster
more effective. No corners of the duster should
be left hanging.
A soft, lint- free cloth should be used as a duster.
Avoid using old rags, which leave behind their
own dust and lint.
In all cases, begin dusting from the highest
surfaces so that dust does not fall on items
already cleaned. In case a dusting solution is
used, spray a small amount onto the cloth. Never
spray dusting solution directly onto the surface
being cleaned as it can stain or cause stickiness.
The duster should not be unfolded in the room

37. after dusting, nor be shaken outside the window.
Carry the duster away carefully to such a place
where it can be washed & dried.
Equipment & agents required: Cloth duster,
feather duster, & dusting solution if necessary.
Damp dusting : This is the most preferred way
of cleaning in hotels as surfaces can be wiped as
well as dusted, removing any sticky or dirty
marks at the same time. A suitable lint free cloth
at the correct level of dampness should be used
so as to avoid leaving any smears.
Equipment & agents required: Cloth duster,
water, plastic bowl, & a neutral detergent if
necessary.
Dust mopping/ dry mopping/ mop sweeping:
This is the preferred way to remove dust, sand or
grit from the floor. If these substances are not
removed from the floor on a daily basis, they
will continually scratch the surface finish,
diminishing its luster, & will eventually
penetrate down to the floor itself. Dust- mopping
is done with a dust control –mop, that may or
may not be impregnated with cleaning solution.

38. Using such a solution stops the dust from rising.
While dust- mopping, use figure of eight strokes
& keep the mop head on the floor at all times.
Do not drag the mop straight backwards. On
finishing each figure of eight, swivel the mop
around &, on the return, pass & overlap the
areas that have been wiped by about 8 inches.
When sweeping in open spaces, clean in long
straight lanes, covering the whole area by
moving up & down. Use a dust pan to sweep up
accumulated thrash. Always carry the mop head
upwards very carefully after you are done,&
then shake into a bag to clean. Dust mopping
removes gross soil but also redistributes &/or
leaves behind large amounts of fine particulates.
Equipment required: dust – control mop, dust
pan, dust- collecting bag, & dust bin.
Spot mopping: spot mopping is essential to the
preservation of floor surface. Liquids & solids
that are spilled on the floor, if left for any length
of time, may penetrate the finish & stain the
floor. Even acids from fruit juices may wreak
havoc on a floor if they are not immediately
cleaned up. Clean, cold water should be used so

39. that the finish on a floor is not softened.
Detergents should be avoided unless necessary-
that is, unless the substance has been allowed to
dry on the floor.
Equipment & agents required: Mop & bucket
or a mop- wringer trolley, cold water, & a very
dilute solution of neutral detergent if necessary.
Wet mopping/damp mopping: A damp mop is
used to remove spills & adhered soil that were
not removed during the dry removal process.
Wet-mopping will remove light to heavy soil
from the floor surface, which could otherwise
become embedded in the surface or encapsulated
in the seal or finish. Before the floor can be wet-
mopped it must be dust mopped. Add neutral or
mildly alkaline detergent to mop water for wet-
mopping. The detergent used must be of the
variety that needs no rinsing, or else spray
diluted from spray bottle & mop with a damp
mop. If using mop water, immerse the mop in
the bucket & wring it out until it is only damp.
First finish mopping near base boards in smooth
strokes. Then mop the entire area with figure-

40. eight strokes. The water in the bucket should be
changed when it becomes dirty. A brush may be
used for stubborn spots & a squeegee should be
used to help speed the drying of the floor.
Equipment & agents required: wet mop &
bucket or mop- wringer trolley, squeegee, &
detergent solution.
Manual scrubbing: For modern surfaces, very
little hand -scrubbing is required. Scrub gently
in straight lines away from yourself, working
backwards. Rinse well in order to remove any
detergent from the surface. Use a squeegee to
clear away excess rinse water. Follow up with
mopping.
Equipments & agents required: long – handled
scrubbing brush, mild detergent, bucket,
squeegee, water, & mop.
Manual polishing: Apply the polish sparingly.
Use cotton rags to apply polish & a cloth for
buffing. Use a soft brush for carved articles to
get the polish into crevices. Use the polish
appropriate for a particular surface. For instance,

41. proprietary polishes for metals – Brasso, silvo,
& so on- should be used on these surfaces.
Equipment required: Proprietary polish &
cotton rags.
Spot cleaning: this refers to removal of stains
from different kinds of hard &soft surfaces. To
remove a localized stain, the whole surface need
not be treated with stain-removal reagents. Just
the area where the stain discolors the surface is
treated & cleaned in the process of spot
cleaning. Spot cleaning may be used as a
cleaning method on walls, fabric, carpets or
flooring.
Mechanized methods
These utilize equipment powered by electricity
as well as mechanical equipments.
Suction cleaning: this is the basic & preparatory
step to all other mechanized procedures &
should be performed regularly. Very often it
must also be repeated at end of these processes.
The goal is to remove as much dry soil as
possible so that it does not spread, scratch the

42. finish, or damage the surface. Vacuuming with
high- filtration machines is the most complete
method of dry –soil removal as it picks up,
packages, & removes soil without spreading it
around.
Wet – vacuum cleaners are now available, which
help to mop water from floors as well. These are
usually dual- function machines that can be used
for both wet & dry work. Extraction machines
for cleaning carpets also work on the principle
of suction.
Equipment & agents required: wet/dry vacuum
cleaner with attachments & a mild detergent for
wet- cleaning if necessary.
Spray buffing: This process uses a 175- or 300-
rpm (revolutions per minute) floor machine & a
soft pad or brush. The operator sprays a light
mist of a commercial cleaning preparation or
detergent & a finishing solution in front of the
machine. As the machine goes over the area,
soil, scuffs, light scratches, & marks are
removed & the shine is restored to the surface.

43. Vacuuming or dust-mopping is a follow-up step
to remove loosened dirt.
Equipment & agents required: 175 –or 300-rpm
buffing machine with beige pad, spray bottle,
detergent, & finishing solution.
Polishing: This process uses a 175- 1500-rpm
floor machine & a soft pad or brush to remove
some soil & brush to remove some soil & put
the shine back in the finish. Vacuuming or dust-
mopping should be carried out as a follow- up
step to remove loosened dirt.
Equipment required: 1500 – 2500 rpm floor
machine.
Scrubbing: This process removes embedded
dirt, marks, deeper scuffs, & scratches from the
floor along with some of the finish. The pad or
brush, the type of detergent, the water
temperature, & the weight & speed of the
machine all determine whether the process is
considered light or heavy scrubbing. For
instance aggressive pads, higher- pH detergents
solutions & fast, heavy machines perform the
deepest scrubbing. Light scrubbing removes just

44. one or two coats of finish. Heavy scrubbing
removes all or most of the finish, down to the
protective sealing coat.
Equipments required: floor- maintenance
machines with a green pad.
Stripping: this is a very aggressive process that
requires removing all of the floor finish &
sealer, leaving a bare floor ready for re-
finishing. A strong stripping agent, a coarse pad
or brush, hot water, & intensive labor make
stripping a costly, time – consuming, &
sometimes even hazardous process, which
should be used only when no other process will
achieve the desired results. Diligent use of other
maintenance procedures delays the need for
stripping.
Equipment required: Floor-maintenance
machine with a black pad.
Laundering: this is the cleaning method used
for washable fabrics. It is a process in which soil
& stains are removed from textiles in an aqueous
medium. It involves the sub - routines of
washing, bleaching, drying & pressing, all

45. carried out using specialized laundry equipment
& cleaning agents, called ‘laundry aids’. Other
sub-processes such as spot cleaning, starching,
& softening may also be involved.
Dry cleaning: this is the method in which soil &
stains are removed from textiles in a non-
aqueous medium.
Frequency of cleaning
Cleaning tasks may be divided according to the
frequency of their scheduling, which depends
upon the level of soiling, the type of surface, the
amount of traffic, the type of hotel, & the
cleaning standards set. Employees should be
given the procedures & frequencies for carrying
out various tasks outlined in a handbook or
manual. The information may also be displayed
on a notice board in the floor pantries.
Daily tasks: these are the routine operations
carried out on a day-to-day basis by the staff of
the housekeeping department. These include the
regular servicing of guestrooms, cleaning of
bathrooms & toilets, suction- cleaning of floors
& floor coverings, & so on.

46. Weekly tasks: These, as the term implies, are
routine tasks carried out on a weekly basis.
These may include the polishing of metal
surfaces, dusting of hard-to-reach areas, & so
on.
Periodic tasks: these are carried out on a
monthly, quarterly (every three months), half -
yearly or annual basis. Some of the usual
periodic tasks in a hotel include the shampooing
of carpets, washing of walls, cleaning of
chandeliers, & stripping & polishing of floors.
Organization of cleaning
For cleaning to be efficient, it must be well
organized. Different ways of organizing the
cleaning of various areas are outlined below.
Orthodox/ conventional/ traditional cleaning:
in this way of cleaning, a GRA completes all the
tasks in one guestroom before going to the next
room in the section allotted to him/her. On an
average, a GRA may be required to clean 12- 20
rooms in an 8-hour workday, not including
break times.

47. Block cleaning: In this way of cleaning, a GRA
moves from room to room & completes the
same task in every room, before returning to
begin the cycle again for the same task on the
list. This involves ‘blocking’ several rooms at a
time to form a ‘room section’, & usually more
than one GRA will be at work in the section. For
instance, one GRA might make all the beds in
that particular room section, while another GRA
cleans the toilets & a third GRA dusts & cleans
the area, replenishing supplies that are low.
Team cleaning: I this method, two or more
people work together in the same area, either on
the same task or on different tasks. To organize
the team cleaning of guestrooms, two GRA’s
may be scheduled to clean 30-35 guestrooms a
day.
Deep cleaning & special projects: deep
cleaning refers to the intensive cleaning
schedule in which periodic cleaning tasks are
scheduled for monthly, quarterly, half-yearly, or
annual frequencies. Deep cleaning is essential at
periodic intervals since regular daily or weekly
cleaning, however efficient, is too superficial to

48. present an attractive, fresh-looking environment
to guests over the long term. Deep cleaning
involves some tasks that require the
housekeeping department to work in
coordination with maintenance department.
Many tasks involved in deep cleaning are
complicated & time consuming ones, requiring
special equipment, techniques, expertise, &
group effort. These tasks are usually scheduled
as special projects. A through deep- cleaning
process for various surfaces is presented in
below table. Deep cleaning tasks include the
following:
· Shampooing carpets.
· Vacuum- cleaning upholstery, mattresses & bed
bases.
· Rotating & turning mattresses.
· Thorough cleaning of furniture & polishing of
wooden furniture.
· Stripping, re-sealing, re-polishing & buffing of
floors.

49. · Cleaning hard-to-reach areas such as ceilings, top
edges of doors, fans, air- conditioning vents &
so on.
· Cleaning ornate lighting fixtures such as
chandeliers.
· Thorough cleaning of walls, windows & curtain
tracks.
· Cleaning signage boards.
· Thorough washing of bathroom floors, walls,
fixtures, fittings & shower curtains.
· Laundering of washable soft furnishings.
surface cleaning
· doors and
walls
· wash from the bottom,
moving upwards, to avoid
streaking& marking
· rinse from top to bottom,
paying special attention to the
baseboards
· leave to air-dry
· furniture · Shift all furniture away from
the walls.
· Damp- dust thoroughly,

50. paying attention to the backs &
castor wheels.
· Cane & wicker furniture
should be vacuum- cleaned
first & then damp- dusted with
a well wrung out duster. A
neutral detergent may be used.
The final rinse should be of
cold, saline water
· Dry thoroughly with a lint-
free duster and then polish
· Lamp-
shades
(non-fabric,
washable)
· Remove the lamp shades from
the light fixture or lamp
· Immerse in a solution of
neutral detergent in warm
water.
· Clean gently with a soft hand
brush.
· Rinse in cold water.
· Leave to air dry.
· Fabric
lamp
shades
· Remove the lamp shades from
the light fixture or lamp
· Damp – dust with a wet cloth
wrung out in neutral detergent
solution

51. · Rinse and leave to air dry.
· Carpets · Remove all movable
furniture.
· Suction-clean the carpet.
· Remove any stains by spot
cleaning.
· Prepare the correct dilution of
shampoo (usually 1 part
shampoo and 8 parts water).
Shampoo corners and edges of
carpet manually.
· Use a carpet-shampoo
machine, cleaning small
sections of carpet at a time.
Work the machine in forward
and backward straight lines,
overlapping the preceding line
by a few inches on each stroke.
· After shampooing is
complete, empty out and rinse
the tank of the machine, refill
with clean, warm water, and
rinse the entire carpet.
· Leave to air dry
· After drying, vacuum again

52. and restore the furniture to their
places
· Fans · Turn off the power.
· Use a step ladder adjusted to a
comfortable working height, to
avoid overstretching.
· Damp-dust the blades and the
body with a cloth wrung out in
a solution of neutral detergent.
For very heavy soiling, use a
alkaline detergent.
· Dry and buff with a duster.
·
Mattresses
· Turn and rotate the mattress
on a regular basis- four times
annually( that is, quarterly)
· Floors · Move all furniture away.
· Use a general-purpose floor
machine with an appropriate
brush to scrub the floor at a low
speed.
· Change the brush for
polishing and buffing, and use
the same machine at a higher
speed for polishing and buffing
the floor.

53. · Organize the cleaning by
working in and finishing small
areas at a time.
Spring cleaning: this is the term used for a
periodic annual clean of the hotel guestrooms or
the other areas, carried out in off-season periods
(not necessarily spring, which was the traditional
time for a thorough hose cleaning once).the term
is often used interchangeably with deep
cleaning. Spring- cleaning may involve a
complete overhaul of the rooms & is therefore
scheduled for the off season or very low-
occupancy periods. Spring cleaning involves
many tasks on which the housekeeping
department works in close coordination with the
maintenance department. Intensive cleaning
tasks may have to be carried out, for which an
entire floor of rooms will have to be taken off at
a time. Spring cleaning tasks may include the
following.
· Removal of all guest supplies, soft
furnishings, & carpets from the rooms.
· Sending launderable articles to the
laundry.

54. · Polishing wooden furniture, shampooing
upholstery, & covering them with dust
sheets.
· Shampooing carpets.
· Stripping & polishing floors.
· Cleaning accessories such as lamps,
lamps shades & picture frames.
· Stripping any wall covering such as paint
or wallpaper & re-painting the walls.
· Washing ceilings &walls.
· Thoroughly cleaning lighting fixtures,
air-conditioning vents & windows.
· Thoroughly cleaning bathrooms,
including walls, floor tiles, fixtures &
fittings, & shower curtains.
· Vacuum- cleaning the mattresses.
· Airing the room.
· Restocking guest supplies.
· Restoring guest supplies.
· Restoring soft furnishing & carpets.
· Clearing the rooms to the front desk for
sale at the end of a thorough clean.
Features that ease cleaning

55. Smooth textures; straight, neat, & smooth lines;
& medium-toned colors are some of the design
features in a surface that make for easier
cleaning. Surface with these features collect less
dust compared with rough textures, intricate
raised patters, & grooves. Medium- toned colors
show less dirt than surfaces of darker or lighter
shades.
Furniture should be so designed that cleaning
under & behind them is easy. Furniture on castor
wheels & glides are easily movable, making
cleaning under & behind them easier. Bed
frames should not have a raised edge. Though
raised edges help to keep the mattress sunk in
place, they may graze the hands of GRA’s badly
during bed-making.
With regard to carpets, the shorter the carpet
pile, the easier the cleaning. Upholstery too
should have the minimum of decorative features
such as buttons, gathers, & ruffles.
Surfaces such as solid wood are now being
substituted by laminates wherever possible.
While solid wood requires regular buffing &

56. polishing, laminates are low-maintenance
surfaces. A regular damp- dusting is usually
sufficient for laminates. The drawback of
laminates is that they lack the richness &
elegance of solid wood. Wood- polishes that are
stain-resistant & long- lasting is a boon to
housekeepers as wooden surfaces become fairly
easy to maintain with the use of these polishes.
Another high-maintenance surface that requires
constant polishing is brass. Brass becomes easily
tarnished, & more so in coastal climates.
Laminated brass surfaces are easier to maintain
as they do not require regular polishing, &
should be preferred in hotels.