Module I: The Role of Housekeeping in Hospitality Operation

-Introduction to House-keeping
Provision of a clean ,comfortable, safe and aesthetically appealing
environment. Its an operational department in a hotel, which is
responsible for cleanliness , maintenance, aesthetic upkeep of
rooms, public areas, back areas and the surroundings.
 ORGANIZATION OF HOUSEKEEPING
DEPARTMENT

The HK Dept. is responsible for the following:

Cleanliness
Maintenance
Aesthetic
“A home away from away”
50% of a hotel’s revenue come from the sale of the rooms.
So the quicker the rooms are made they can be sold over and over
again.
It is the guest’s experience of his stay that will make him come
back again..
SUB DEPT. OF H.K DEPT.

There are 10 sub dept. of H.K dept.

1. Desk control room
2. Linen room
3. Uniform room
4. Tailor’s room
5. Lost and found section
6. Flower room
7. Floor pantries
8. Heavy equipment stores
9. Horticulture equipment stores
10. Green house
 Role of Housekeeping in hotel industry

 Maintenance and upkeep of hotel.

 Providing clean and hygienic environment.
 Meeting flower arrangement requirements.
 Ensuring safety and security of guests
 Providing clean rooms to guests on time.
 Providing decorative needs of various functions.
 Responsible for lost and found of guest.
 Responsible for meeting requirements of other departments ensuring guest
satisfaction.
 Role of Housekeeping in Guest satisfaction

 Through knowing guest preferences.

 Not repeating guest complaints
 Feeding guest histories and following them
 Meeting requirements of guests.
 Ready occupied and departure rooms on time.
 Providing complete atmosphere of home away from home.
 Always keeping themselves in shoes of guest to understand better.
 Module II: Organization Chart of the Housekeeping
Department

– Hierarchy in small, medium, large and chain hotels

– Identifying Housekeeping Responsibilities
– Personality Traits of housekeeping
– Duties and Responsibilities of Housekeeping staff
– Layout of the Housekeeping Department.
Organizational chart (large)

Executive housekeeper

Deputy housekeeper Laundry manager

Linen room/uniform
Assistant housekeeper Laundry Supervisor
room supervisor

Linen /uniform room

Floor supervisor Pressman/Washerman
attendants

Room
attendants/houseman

Public area supervisor

Cloak room
attendants/houseman

Control desk attendant

Organisational chart (medium)

Ex.housekeeper

Assistant
housekeeper

Public area
Floor supervisor Laundry supervisor
supervisor

Cloak room Washer

Room attendant
attendant man/pressman

Linen/uniform room
houseman houseman
attendant

Desk attendant
Organization chart (small)

Housekeeper

Housekeeping
supervisor

Room attendant Linen room attendant Head houseman

houseman helpers houseman

 Housekeeping responsibilities
Executive Housekeeper:

Title position: executive Housekeeper

Reports to: general manager
Supervises: all Housekeeping employees
C0-ordinates with: food and beverage manager
front office manager
chief Engineer
front office manager
duty manager
laundry manager
Duties and responsibilities:
 Supervise and be responsible for cleanliness, for order and appearance of hotel
rooms and public areas.
 Schedule, recruit, train, recommend hiring
 Prepare reports as required
 Prepare the annual housekeeping budget
 Identify reliable suppliers of housekeeping materials
 Develop housekeeping systems and procedures
 Plan, control and supervise horticultural requirements and
commitments.
 Daily inspection of public spaces and employees’ locker rooms.
 The issuance of orders to housemen, window washers,
upholstery and furniture yard employees and cleaners
 Daily briefing of Housekeeping Supervisors.
 Daily checks on the quality of cleaning in V.I.P guest rooms
 Checking incoming order of supplies.
 Immediate attention to complaints.
 Participate in all department head meetings.
 Train all employees to perform the standard procedures
 Develop and recommend standard procedures for new tasks
Housekeeping Supervisor

Job Description
Title of Position: Housekeeping Supervisor.
Reports to: Assistant Housekeeper.
Supervises: Housekeeping employees
Co-ordinates with: Front Office, Engineering, Laundry, Room Service.
Duties and responsibilities
Floors
 Assign duties to the Floor Housemen and Room Attendants.
 Inspect staff turnout.
 Inspect each room completed by Room Attendants.
 Check par stocks of linen and guest supplies and cleaning supplies.
 Train Room Attendants and Housemen.
 Submit performance appraisal.
 Follow up on maintenance orders sent to Engineering.
 Liaise with Housekeeping Desk for list of rooms that need to be cleared for
sale.
 Undertake daily staff scheduling when required.
 Record “lost and found” items as per laid down norms.

Uniform/Linen Room Supervisor

 His/her basic role is to issue uniforms and linen to staff according to
systems and procedures laid down by management.
 Job Description
 Title of Position: Uniform/Linen Room Supervisor.
 Reports to: Assistant Housekeeper.
 Supervises: Linen room attendants and helpers.
 Co-ordinates with: Laundry & other outlets
 duties and responsibilities

1.Schedule linen/uniform room staff.

2. Check periodically the condition of uniform 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.
6. Conduct periodic inventories of linen and uniforms.
7. Ensure that all linen, uniforms needing stitching & mending.
8. Ensure that the Linen Room is kept neat and clean.
9. Ensure that all linen, uniforms, materials are neatly and stacked and
arranged.
10.Train the staff to perform their duties effectively and, efficiently.
11.Maintain all relevant records in respect of material, uniforms/linen their
storage and movement.
Night Supervisor

 Title of Position: Night Supervisor.

 Reports to: Assistant Housekeeper
 Directly Supervises/Controls: All staff working at night in the
Housekeeping Department.
 Limits of Authority: Report on the performance of night crew.
 Co-ordinates with:
Engineering —for maintenance follow-up.
Front office —for receiving, departure rooms and cleaning
them for sale.
Security —on security aspects.
Lobby Manager —for receiving any managerial decisions
Room service —for clearance of trolleys from guest floors.
For placing complimentary VIP baskets and bars.
Duties and responsibilities: Same as given for a Floor Supervisor
Room Attendant

This position is perhaps one of the most critical in a hotel as it comes

under every resident guest’s scrutiny. His efforts in keeping the rooms
clean and safe directly contributes to the guest experience.
Job Description
Title of Position: Room Attendant.
Reports to: Floor Supervisor.
Supervises: Housemen and Trainees.
Co-ordinates with: Housekeeping Control Desk, Laundry, Room
service, engineering
Duties and Responsibilities:
Clean guest rooms.
Replenish supplies as per room checklist.
Report missing or broken hotel property to the Floor Supervisor.
Maintain a polite, dignified and helpful attitude towards the guests.
-Attend daily briefings.
-Replenish maid cart with guest supplies, detergents and linen.
-Count soiled linen handed over to floor linen room.
-Hand over lost and found articles to Supervisor
-Make physical check of rooms for preparing the House keeping
occupancy List.
-Check that all bulbs and switches are working.
-Change the water glasses daily and fill the water flasks.
-Turn down beds in the evening and draw the curtains.
-Remove and dispose off refuse and rubbish at the assigned
area.
-Return keys to the Housekeeping Department before going off
duty.
-Ensure that Housemen polish guest shoes and assist the Bell
Boys in carrying luggage when required..
-Prepare room checklist.
Uniform Linen Room Attendant
The role of this position is to issue uniforms and linen to staff according
to systems and procedures laid down by the management. Also control
movement of soiled and fresh linen and uniforms.

Job Description
Job Title: Uniform/Linen Room Attendant.
Reports to: Uniform/Linen Room Supervisor.
-Issue uniforms to all hotel employees on a one-to-one
basis.
-Count soiled uniforms/linen received and deliver the same
is the Laundry .
- Maintain records of linen and uniforms movement.
- Store uniform and linen according to prescribed methods.
-Check for damages when receiving dirty uniforms.
- Check for fitness of uniforms as per norms laid down
before issuing.
Co-ordinates with:
1. Upholsterers and tailors, Linen and Uniforms Room
Supervisor, Floor Boys, and Maids.
2. Laundry for sending soiled linen and uniforms and
receiving
Cloak Room Attendant
The role of this position is to maintain high sanitation standards in cloak
rooms in public areas and to ensure the safety of hotel property in the
assigned area:

Job Description
Title of position: Cloak Room Attendant.
Reports to: Public Area Supervisor.
Supervises: Junior Housemen/Janitors.
Co-ordinates with: None.
Duties and responsibilities
-Take soiled hand towels to the linen room for replacement.
- Maintain adequate stocks of soap, detergents etc
- Maintain shoe-shine kit and clean guest shoes if required.
-Maintain all cupboards and fixtures installed in the cloak room.
-

Maintain a polite, dignified and helpful attitude to guests.

-Report any deficiencies to Public Area Supervisor.
-See that cloak rooms are immaculately clean. Faucets should
be sparkling, wash basins dry and the environment free of
unpleasant odour.
-Supply the guests with towels, soap, comb, brush and powder.
-Sweep, wash and scrub the floors.
-Clear the soiled linen periodically fro janitor s room.
-Brush the guest’s jacket if required.

Tailor/Upholsterer
This job position entails stitching and mending linen and
upholstery as assigned and replenishing all upholstery which
requires replacement.
Job Description
Job Title: Tailor/Upholsterer.
Reports to: Linen Room Supervisor, Assistant
Housekeeper.
 Work Performed

-Mend all damaged linen.

- Mend all damaged uniforms.
-Refurnish all damaged upholstery which is given by the
supervisor.
-Estimate the requirement of material.
-Pre-shrink all materials which have a tendency to shrink.
-Cut the material as per requirement of each particular item.
- Check the quality of springs, foam and replace.
-Fasten springs properly with strings and place the foam in
position.
-Keep the work area assigned neat and tidy.
-Keep systematically all items, i.e. needles, thread, etc. and
requisition and render accounts of the same.
 Head Gardener This job position is required to maintain landscaped area and
gardens in a hotel, keeping cleanliness, aesthetic appeal and freshness in
mind through out the year with help of well motivated team of gardeners.

JOB Description
Job Title: Head Gardener,
Reports to: Horticulturist/Executive Housekeeper.
Duties and responsibilities:
1. Ensure that the prescribed landscaping in terms of gardens.
rockeries, waterways, etc. are maintained as per original concept.
2. Brief, schedule and allot duties to gardeners to meet daily
exigencies.
3. Dig-up landscaped areas for fresh planting.
4. Procure seeds from reliable sources at least cost.
5. Be knowledgeable about seasonality of plants and their
maintenance conditions.
6. Procure, control and supervise the usage of manure and
fertilizers.
7. Ensure that seeds planted are done so with consideration for ultimate
aesthetic appeal and survival.
8. Ensure that gardeners follow the watering schedules
9. Cut, prune, trim hedges, bushes, flowers to enhance aesthetic
appeal.
10. Maintain nursery up to prescribed conditions.
11.Ensure that lawns are kept clean at all times.
12. Train and motivate gardeners.
13. Ensure that gardeners handle garden tools and machines
correctly and carefully.
Directly Supervises/Controls: All gardeners.

Co-ordinates with:
1. Fertilizer supplier—for supply of acceptable fertilizer.
2. Nurseries and seed markets—for purchase Of good quality saplings
seeds.
3. Housekeeping—for maintenance of indoor plants.
4. Flower shop—for supply of flowers (if applicable).
 Houseman
The Houseman’s job is to do heavy physical work as assigned such as
hovering carpets, cleaning large window panes, carrying heavy furniture,
washing of public areas and garbage clearance as also complement the
work of room attendants on guest floors.

Job Description
Job Title: Houseman.
Reports to: Floor Supervisor/Public Area Supervisor.
Asst. Housekeeper.
Works Performed
I. Hoover carpets,
2. Shift beds, chairs. heavy furniture for cleaning carpets beneath
them.
3. Beat carpets and shift from one area to another.
4. Clean swimming pool when assigned.
5. Clean all surfaces including garden paths, etc.
6, Polish all brassware.
7. Clean all windows, doors and ventilators.
8. Clean and replenish linen from floor and pool area.
9. Do all heavy cleaning like shaft cleaning, terrace cleaning.
 Gardeners (Malis)
The gardener keep landscaped areas and gardens clean,
aesthetically beautiful and fresh through daily schedules as
assigned.

Job Description
Job Title: Gardener.
Reports to: Head gardener.
Horticulturist.
Work Performed:
- Take daily briefing from Head Gardener.
- Plant seeds and saplings as per conditions and concept prescribed.
- Lay manure and fertilizers economically ensuring proper coverage.
- Water all gardened areas as per daily schedule and routine.
- Maintain the nursery as instructed.
- Cut, trim, prune hedges, bushes, flowers to enhance aesthetic appeal.

- Maintain indoor plants as per schedule when assigned.

-Utilize garden tools correctly.
-Be punctual and regular.
Directly Supervises/Controls: None.
Co-ordinates with Housekeeping—to maintain indoor plants.
Personality traits

 Grooming
 Personal Hygiene
 Honesty
 Courtesy
 Tact and Diplomacy
 Eye for Detail
 Physical Fitness
 Cooperativeness
Layout of the H.K Dept.
Module III: Cleaning Organization

Principles of cleaning
Hygiene and safety factors in cleaning
Methods of organizing cleaning
Frequency of cleaning daily, periodic, special
Design features that simplify cleaning
Use and care of Equipment.
Principles of cleaning
 What is soil?

 Any substance that is out of place thereby reducing the standard of

appearance and hygiene required
 Sources of soil

 Air
 Feet
 Equipment
 Activities in an area

 80% of soil carried by footwear

 What is cleaning?

 It is a process of soil removal

 A cleaning agent brings about removal of soil from surface

 Anything that is free from dust, dirt, stains, grease and other
unwanted substances is a clean surface.
 Soiling materials

 Fumes and odors- caused by gases, enter through doors and

windows, within building, 0.5 micron in diameter
Ex: fine soot, corrosive acid gases
 Dust- can arise from any surface, most important agency for
transferring bacteria
Fine particulate matter- 0.5 – 20 micron
 Grit- consists of metallic/ mineral materials, transmitted through
footwear, clothing, large particles above 20 micron
 Fats, oils, greases- light or heavy organic material
Ex: vegetable fats, tars etc.
 Soiling materials

 Proteins, starches- carried by footwear, arises by food

preparation
 Industrial waste/ effluence- arises from manufacturing process,
includes turnings and shavings
 Litter- Large debris. Ex: cartons, paper, cigar ends
 Stains and chemical spoilage- arises by spillage accidents
 Tarnishing- silver and sulphides in air leads to discoloration of
silver
 Why control soil and dust?

 It will reduce cleaning cost

 Soil in particular grit spoils building
 Preserve the life of material/ surface
 Primary agent for transfer of bacteria
 Certain areas need to be dust free
 Gases and fumes are harmful to health
 Dust and grease are slip hazards
 Improve appearance
 Cleaning methods

 Dry- dusting, sweeping, vacuum cleaning, buffing, stripping, scarifying

 Wet- mopping, scrubbing, washing, wiping, shampooing, spray

extraction, steam cleaning
 Frequency of cleaning

 Traffic
 Usage
 Enclosed or open area
 Type of surface
 Ease of cleaning
 Time required
 Manpower required
 Availability of area
 Hygiene and safety factors in cleaning

 Wash hands before and after cleaning

 Place soiled linen and garbage separately
 Damp linen should not be stored
 Use separate brushes, dusters as per areas
 All cleaning aids must be cleaned and dried before storing
 All stores and pantries to be clean and organised
 Work hygiene

 Good personal hygiene

 Avoiding cross contamination

 Removing soil but leaving surface dry

 Hygienic Practices

 Proper equipment
 Cleaning equipment
 Protective wear
 Systems of cleanliness
 Personal cleanliness
 Disposal of garbage
 First aid
 Methods of organizing cleaning

cleaning

Daily( morning, Periodic( weekly,

Special (spring)
evening, second) monthly)
 Design features that simplify cleaning

 Identification and selection

 Function of various equipment
 Care, maintenance, safe use and storage
 Cleaning Equipments

MANUAL
 Brushes
 Mops
 Squeezee
 Floor swabs
MECHANICAL
 Suction cleaners
 Scrubbing machines
 Spray extraction machines
 High pressure washers
 Ladders
 Sweepers
43
 Scrubbing Brushes

 Used with water or cleaning detergent

 Brisk hand movements necessary for cleaning
 Area has to be rinsed and dried
 Brushes should be washed in mild disinfectant solution and dried after use
 Stored on head not bristles

44
 Mops

 handle, metal frame, head

 Types- impregnated Help to remove soil without raising dust

 Consists fringe, impregnated mops, static, disposable

 Used on dry, even surface, light soil

45
 Mops

 Impregnated fringe mops: made of cotton fringes in metal frames

 Impregnated mops: cotton strands on a backing fixed to frame
 Static mops: synthetic strands on a backing fixed to a frame
 Disposal mops made of cheap cotton
Mops
 Squeegee

•Removal of water from even surface

•Consist of rubber strip, metal holder, stock, handle

•Depending on use the size of the blade varies

•Blade made of rubber or sponge

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Window squeezee

49
 UNGER

28/2/2007 50
 Floor swabs and dusters

 Made from coarse cotton for floor cleaning

 Soft, absorbent cotton for dusters

 Discards can also be used

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 Suction cleaner- Principle

 When motor is on, creates a difference in air pressure inside and

outside the machine
 Air sucked at point of contact
 Soil picked up by suction
 Filters used to prevent soil from entering the motor

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 Suction cleaner- canisters

 Light duty vacuum cleaner used for dry and wet suction cleaning

 Float valve used instead of filters for wet suction

 Dust bags made of cloth or paper

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 Selection criteria for suction cleaners

 Suction power or difference in air pressure

 Method of soil collection affects suction power
 Degree of filtration
 Air velocity and flow of air
 Length and width of hose pipes
 Noise level
 Portability and ease of use

28/2/2007 54
 Care of vacuum cleaners

 Empty dust bags after use

 Remove, clean and store accessories
 Clean and dry container after wet use
 Change filters regularly
 Regular maintenance checks to be done

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 Taski baby bora

Taski bora

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 Karcher T 201

Karcher NT 361

28/2/2007 57
 Taski vacuumat

Taski Dorsalino

58
Scrubbing machine
 Care of scrubbing machines

 Empty canisters after use

 Remove, clean and store accessories
 Clean and dry brushes after use
 Use appropriate pads as per requirement
 Regular maintenance checks to be done
 Selection criteria for scrubbing machines

 Suction power or difference in air pressure

 Method of dirty water collection affects cleaning
 Diameter of brush and area covered
 Noise level
 Portability and ease of use

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Taski Ergodisc Victor Wolf
Roots hakomatic
 Karcher

Taski Aquamat 45
Sweepers

 Works on principle of suction cleaning

 Manually operated machine

 Removes debris, paper etc.

Roots hako flipper
 High pressure washers

 Mobile/ in- place washers

 High pressure water dislodges dirt

 Consists tank, reservoir, pump and heater

 Karcher BR 400

Taski combimat

28/2/2007
POLTI MONDIAL VAP
KARCHER HD 650

KARCHER BD 17/5C
Module IV: Cleaning Agents

General Criteria for selection

• Classification
• Polishes
• Floor seals
• Use, care and storage
• Distribution and Controls, Use of Eco-friendly products in
Housekeeping.
 Selection of Cleaning Agents- General Principles

1.Use mild rather than strong agents as they are less injurious to surfaces.
2.Purity of sample is also important. There are cheap substitutes that might show
immediate results but on the long run may damage surfaces as they are likely to contain
strong chemicals and abrasives.
3. Buy polishes in manageable containers as bulk purchases could cause congestion in
stores. The containers must have reliable lids, corks, etc. as defective ones could result
in wastage due to evaporation and drying.
4. Multi-purpose polishes could save managing too many polishes which requires more
supervision.
5. Strong smelling agents (e.g. paraffin) must be avoided due to the offensive smells
they. lend to the environment
 Cleaning Agents

 A cleaning agent is any chemical, including water, that will bring about,
or assist the removal of soil from a surface.

Classified on the basis of

 their composition
 types of soiling and surfaces
 principal method of removing soil
 Water

Poor cleaning agent if used alone

 Wetting properties
 Soil suspension
 Emulsification of grease
 Hardness
 Polishes
Polishes fall into three types

liquid polishes, pastes and creams. These fall primarily into

three broad categories—spirit base, oil base and water base.
Spirit-based—-Used for metal mirrors, window panes and
bakelite.

Oil based Used for stained, wax polished or painted wood,

linoleum and synthetic floorings with an oil or resinous base,
cork or wood waste, leather and leather substitutes, tiles
enameled and lacquered metals.

Water based Used on sealed floors, thermoplastic floors and

rubber flooring. There are some basic principles applied in
using polishes. They are:
 Metal polish

 Used to prevent tarnishing of surface

 Contains abrasives

 Most common: brasso

 Furniture polish

 Provide protective finish to surface

 Contain wax or resins
 Polishes may be spirit or water based
 Abrasives

 Hard surface abrasive cleaners:

heavy and localized soiling

 Metal polishes:
heavy soiling, tarnishing or severe
scratching
 Degreasers

 Strong alkalis
 Dissolve proteins
 Emulsify and disperse grease
 Extremely corrosive

 eg. washing soda –can be used for the degreasing of blocked drains
 Acid Cleaners

 Acidic properties

 React with water-insoluble chemical deposits to produce a water

soluble salt.

 Weak acids-citric acid, acetic acid

 Strong acids-oxalic acid, hydrochloric acid

 Organic solvents

 Chemicals which dissolve fats, oils, grease, waxes and similar

compound

 Clean without leaving a residue