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Role of Housekeeping in Hospitality Industry

The aim of all Hotels or establishments that offeraccommodation is to provide their customers withclean, attractive, comfortable and welcomingsurroundings that offer value for money. Nothingsends a stronger message than cleanliness in ahospitality industry. No level of service,friendliness or glamour can equal the sensation aguest has upon entering a spotless, tidy andconveniently arranged room. Both managementand guest consider keeping the place clean and ingood order a necessity, for a hotel to command afair price and to get repeat business.

A survey carried out showed 63% travelers ratedcleanliness and appearance as their first priority intheir choice of hotels. The housekeeping

department takes pride in keeping the hotel cleanand comfortable so as to create a home away

from home. Good housekeeping is considered asthe backbone of accommodation sector as its mainaim is to provide a clean comfortable, safe andaesthetically appealing environment.

Housekeeping is an operational department of thehotel. It is responsible for cleanliness,maintenance, aesthetic upkeep of rooms, publicareas, back areas and surroundings.


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A hotel survives on the sale of rooms, food,beverage, and other minor services like laundry,health clubs, health spa, sightseeing, shopping

arcades etc. The sale of rooms constitutes aminimum of 50% of these sales.

Thus a major part of hotels margin of profit comesfrom room sales because a room once made canbe sold over and over again. However, the dayswhen the room remains unsold there is a total lossof revenue. To this extent, rooms are moreperishable than food. The housekeeping budgettypically accounts for 20% of the properties totaloperating expenditure. The largest element ofoperating cost in the housekeeping department islabour. The effort that the housekeepingdepartment makes in giving a guest a desirableroom has a direct bearing on the guest experiencein the hotel.

Guest rooms are the heart of the hotel. Unless thedcor is appropriate, the air odour free, furnishingand upholstery is spotlessly clean the hotel mayloose a guest as a potential customer. Thehousekeeping department not only prepares the

clean guestroom on a timely basis for the guestswho are arriving but also cleans and maintainseverything in the hotel so that the property is freshand attractive as the day it opens for business. Thehousekeeping thus contributes in a big way


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towards the overall reputation of a property. It is a24 hour and 365 day operation. Scientifichousekeeping demands the employment of the

most effective cleaning materials and procedures,attention to purchasing the most suitable linensupplies, maintenance of decorative area under thehousekeeping department purview and properorganization and supervision.

Other than hotels, professional housekeepingservice is very much in demand in hospitals,cooperate buildings, airports, airlines, cruisers,banks shopping arcade. Since most suchorganizations prefer to out source these functions,contract housekeeping is becoming a lucrativeentrepreneurship venture these days.

AIMS OBJECTIVES & RESPONSIBILITIES of

HOUSEKEEPING DEPARTMENT:

To achieve the maximum possible efficiencyin ensuring the care and comfort of theguests.

a)Establish a welcoming atmosphere andensure courteous, reliable service from allthe staff of the department.

b)Ensure a high standard of cleanliness andgeneral upkeep in all areas for which thedepartment is responsible.


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c)Provide linen in rooms, food service areasetc and maintain an inventory for the same.

To provide uniforms for all the staff andmaintain adequate inventory for the same.

a)Cater to the laundry requirement, staffuniforms and guest clothing.

b)Deal with the lost and found articles. Thisensures the smooth running of the

department.

To resist in the maintenance of the buildingwhile contributing to a safe and healthyenvironment.

To provide and maintain the floral decorationsand landscaped areas of the hotel.

To select the right contractor and ensure thatthe quality of work is maintained.

To coordinate the renovation of the propertyas and when required in consultation withthe management and the interior designer.

To coordinate with the purchase departmentof the guest supplies, cleaning agents,equipments, linen, carpets and other itemsused in the hotel.


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To ensure training control and supervision ofall staff attached to the department.

To establish a good working relationship withother departments.

To ensure that safety and security regulationsare made known to all the staff of thedepartment.

To keep the G.M and administrator informed

of all matters requiring special attention.

BRAND LOYALTY:

Resident guest may be loyal to a particular chain ofhotels or properties.Eg. Holiday Inn, Hyatt,etc.Change of brand loyalty can be explained as amatter of habit, maximization of value to price or

past experience with service since it is difficult toexplain pre purchased information about services.Consumers may be reluctant to change brands asthey are uncertain.

Guest also become brand loyal as they realize thatrepeat patronage to a particular property gives

them personalize service and greater satisfactionof their needs. This is due to the fact that guest isrecognized as his needs are known by the staff.

Decreasing brand loyalty may be due to:


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The availability of individual brands only incertain locations. This forces the client tochoose another brand. In this way the

consumer learns about competing brands andis able to make a more realistic evaluation ofthe kind of brand he would like to patronize.

Travel writers give useful tips about differenthotels, their services and comfort of stay.

Travel agents also help in giving information

about different hotels.

Trade magazines often do monthlyassessments of different hotels.

AREAS of RESPONSIBILTY of HOUSEKEEPINGDEPARTMENT:

Guestrooms / Floors:

Room attendants and floor supervisors areresponsible for the cleanliness maintenance andsecurity of guestrooms and surrounding areas.

Public Areas:

a)Front of the house areas.(Eg. swimmingpools, parking area, club, food service areaetc.)


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b)Back of the house areas.(Eg. Staffcanteen, service elevator, locker rooms,administrative canteen, laundry, linen

rooms, basement, store except kitchenwhich is cleaned by the kitchen stewards)

c)Linen and Uniform rooms:

The housekeeping department isresponsible for its functioning for therepairs and renewal of linen and for

maintenance of proper inventory and stockrecords of all linen items. Linen includesroom linen, food service linen, softfurnishings, uniforms, bed and bath linen.

d)Laundry: OPL (On Premises Laundry):

If the laundry is on premises then theguest laundry from the rooms is directlycollected and delivered by the laundryballet. However all hotel linen is firstcollected in the linen room and then sentto the laundry for washing. OPL (offpremises laundry) is the laundry of boththe guest and linen which is done by theexternal laundry. All the linen including theguest laundry is collected in the linen roomfrom it is sent to the external laundry forwashing. The washed linen including theguest laundry is collected at the linen from


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where it is sent to the guest rooms andother service points.

e)Resident Guests:

They are given their service by roomattendance and they are not charged for it.Some hotels have a shoeshine machine inthe corridor.

f)Florist:

It could either be given out for contract orbe a part of the responsibility of thehousekeeping department. An employee ofthe housekeeping department would berequired to do the flower arrangements inthe lobby, guestrooms, restrooms,restaurants. Any banquet requirements likea backdrop for a wedding are done oncontract.

g)Extra Room Complimentries & Supplies:

Iron, first-aid, hot water bags, ice bags,thermometer, hair dryer etc are given out

for guest use at no extra cost. However arequest for extra beds should be routedthrough the Front office since the guestwould be charged extra for it.

CLEANING EQUIPMENTS


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Efficient cleaning and maintenance are dependentupon high-quality cleaning equipment, correctlyusing. Though only 5-10% of the overall cost

incurred on cleaning is accounted for by cleaningequipment and agents, selecting the idealequipment plays a major role in the cleaningprocess. There will often be several ways ofcarrying out any particular cleaning task anddifferent types of equipment that can be employedfor it. It is the executive housekeepers

responsibility to select the most appropriate pieceof equipment according to the hotels requirement.Most types of cleaning equipment fall under thecategory of recycled items, but a few large piecesof items may be considered as fixed assets. Thecorrect choice of quality cleaning equipment couldsave costs due to breakdowns, reduce fatigue and

also ensure overall efficiency in operations.

Equipment used in the cleaning of surface,furniture and fittings in a hotel building includeboth manual and mechanical equipment .

Manual Equipment

Manual equipment can include all types ofequipment that clean or aid in the cleaning processby directly using manoeuvre, operation and energyof employees.

Brushes


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These may be designed to remove dry or wetand/or ingrained dust and dirt from hard or softsurfaces.

Basic parts of a brush:The basic parts of abrush are as follows -

Bristles: These may be of animal, vegetable ormanmade origin. Horsehair, nylon andpolypropylene are commonly used to make bristlesfor cleaning brushes. In general, the finer, softer

bristles are best for smooth and hard surfaces. Theharder the bristles, the softer the surface on whichthe brush should be used, exception being toiletbrushes and brushes found on all-purpose flourmachines. Bristles, if not maintained properly,have a tendency to bend, splay or fall out of thestock. Bristles should be closely set in tufts and the

stock well covered with tufts.

Head stock:This is the part of the brush into whichthe bristles are inserted. The stock may be ofwood, metal, or plastic. A good brush is one thathas a sturdy stock.

Handle:Brush handles may be detachable or non-detachable. Detachable handles must be fixedfirmly in place on the stock when the brush is inuse.


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Types of brushes: Three main types ofbrushes are used for cleaning surfaces.

Hard brushes:Hard brushes have bristles that arefairly stiff and well spaced out. They are mostsuitable for the removal of heavy soil and litterfrom carpets and for cleaning rough surfaces.

Soft brushes:Soft brushes have bristles that arefairly flexible and set close together. These help toremove loose soil and litter on hard, smooth

surfaces. Such brushes may be designed to dustcarpets and furniture, too, especially those madeof cane, wicker and bamboo.

Scrubbing brushes:Scrubbing brushes haveshort, coarse bristles designed for use on surfacesthat have become stained and heavily ingrained

with dirt. These brushes should only be used toremove stubborn, heavy soiling from small areasthat are difficult for a scrubbing machine to access.Long handled scrubbing brushes, called deckscrubbers or T-scrubbers, are useful for cleaninglarger areas as well as corners.

Brushes are also classified on basis oftheir function:

Toilet brushes:These are WC brushes,radiator brushes and Johnny mops.


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Bottle brushes:These are used forcleaning overflow vents in wash basins andtubs.

Cloth scrubbers:These are used forscrubbing clothes.

Deck scrubbers:These are used forcleaning large areas.

Carpet brushes:These are used for

brushing carpets.

Upholstery brushes:These are used toloosen out dust embedded between thefabric fibres in upholstered chairs and sofas

Feather brushes:These are brushes withfeathers, for light dusting.

Hearth brush:These are used for cleaningheavy soiling and removing ash out offireplaces.

Flue brush:These are used for cleaningchimneys.

Care and cleaning of brushes:

Brushes should be gently tapped on a hard surfaceto loosen dust and debris after the cleaningprocess. Frequent wash with water is avoidable


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since the brushes may lose some of their stiffnessin this way. If they must be washed frequently, thefinal rinse should be in cold saline water to help

the bristles regain their stiffness. Brushes shouldbe cleaned of all fluff and threads before washing.They may then be rinsed in warm, mild soapywater. A disinfectant should be added to the waterused for rinsing toilet brushes. If brushes withnatural bristles (vegetable or animal origin) havebeen used for wax polishing, add washing soda (1

tbsp to 2 litres of water) to remove greasethoroughly. Brushes should be washed by beatingthe head up and down, with the bristles facingdownwards, so that the water splashes up betweenthe tufts. They should be rinsed well in the sameway in cold water. After shaking off excess water,the brushes should be left to dry in such a way

that the remaining water may drip off the side ofthe brush or the top of the head stock. Never leavebrushes resting on their bristles, else they willsplay out; if left resting on their stock, water willrot the stock in time. The best way would be tohang the brushes bristles downward. Whenpossible, dry brushes in the sun or open air. To

extend the life of the brush, apply lacquer to thestock and handle with an oil-can and allow toharden.

Brooms


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Sweeping brooms consist of long bristles gatheredtogether and inserted into a handle. The bristles ofa broom may be made of grass, corn or coconut

fibres. Depending on the type, brooms may beused for removing dust or dirt in large areas.

Types of brooms:As with brushes, broomsmay be classified into 3 main categories:

Soft-bristled brooms:Soft bristled brooms suchas corn-fibre brooms, grass brooms and whisk

brooms are used on smooth floors. A good softbroom has comparatively fewer split ends and anysplits that do form are short.

Hard/Coarse-bristled brooms:Brooms such asyard brooms and coconut fibre brooms are used oncourse surfaces, especially outdoors.

Wall brooms:These are also called ceiling broomsor Turks heads. They have a soft head and long

handle, usually made of cane. These brooms areused to remove cobwebs as well as dust fromcornices, ceilings and high ledges.

Electric brooms, arguably a fourth type, have

been discussed under

mechanical equipment. All kinds of brooms raiseand dissipate dust, so that, with the advent of the


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more hygienic process of vacuum cleaning, broomsare used less often for cleaning purposes in hotels.

Care and cleaning of brooms:

Brooms should be shaken free of dust and fluff.Never store them standing on their bristles, or thebristles will bend out of shape, resulting ininefficient cleaning. Store brooms either lyinghorizontally or hanging bristles downward. Neveruse soft brooms on wet surfaces. Stiff brooms such

as coconut-fibre brooms can be used on wetsurfaces but must be cleaned afterward thoroughlyin saline water and dried in the sun beforecleaning.

Box Sweepers

These are also called carpet sweepers andare used for sweeping up dust and litter fromsoft floor coverings as well as rugs andcarpets. They are ideal for the removal of spillsand for light cleaning of small carpeted areas.A box sweeper consists of a friction brush thatrevolves when the equipment is pushedmanually over the carpet bottom to facilitateemptying after use. Choose sweepers with awide base that is low enough to be pushedunder furniture and that will clean close to awall. In sweepers meant to clean hard floors as


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well as soft floor coverings, the brush can belowered to the floor to sweep.

Care and cleaning of box sweepers:

The friction brush should be kept clean; else theefficiency of the equipment will be seriouslyimpaired. After the cleaning process, the dustpansshould be emptied of all the collected dust.

Dry Mops

Also called dust control mops, these are designedto remove soil and debris from floors, walls andceilings without raising and dissipating dust. Thesemops generally consist of a handle to which ametal frame is attached. The mop head is eitherinserted into the frame or stretched over it,according to the type.

Types of dry mops:There are 4 principletypes of dry mops:

Mops with impregnated fringes:Thesemops consist of dense cotton fringes,approximately 15 cm in length, inserted

into a metal frame of 15-120 cm length.These mops are usually pre-impregnatedor will require impregnation by soaking inor spraying with mineral oil or a synthetic


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impregnating fluid. The dust is held ontothe mops by the oil.

Impregnated mop sweepers:These mopsconsist of a double-hinged frame and arethus called V-sweepers of scissor-actionsweepers. The mops can be pre-impregnated or may require impregnationbefore each use. Following impregnation,sufficient time must be allowed for themineral oil to cure the fibres; else the mopwill leave a film of oil on the cleanedsurface due to improper curing. To beeffective, an impregnated mop must alsobe manoeuvred correctly. It should beworked in long, even strokes in a continualmovement, keeping the mop head incontact with the surface all the time. Thisway, maximum dust collection andminimum dust dissipation is ensured.

Static mops:These mops consist of acrylic,nylon or polyester strands fixed to abacking stretched over a metal frame.When in use, the fringes splay out to form

a large surface area, holding dust bymeans of a static charge that builds up onthe fringe. Static mops are more easilymaintained than impregnated mops.


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Disposable mops:These mops consist of ahandle with a soft pad at the end, ontowhich a cheap cotton or synthetic material

is affixed. The material has propertiesenabling it to attract and hold dust. Thefabric is held in place by clips or a specialtape and is usually purchased in large rolls,from which the desired amount can be cut.The fabric is disposed off after each useand replaced immediately. Although very

expensive due to constant replacement ofthe head, they are extremely hygienic andare particularly suitable when infectioncontrol is required.

Care and cleaning of dry mops:

Shake mops well after use outdoors. The mop

head should be easily detachable so they can befrequently washed in hot water with detergent. Theuse of soap-free detergent will prevent theformation of scum that clogs the fibres of thehead. The mop must be worked up and down in atleast 2 changes of clean, hot water. The clean mopshould then be tightly squeezed out, shaken well

to get rid of excess moisture and left to dry inopen air. Once dry, the mops may need to be re-impregnated.

Wet/damp mops:


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These mops are used in conjunction withbuckets for the removal of dirt adhering to asurface. The mop heads can be made of cotton,

sponge or any other fibre capable of absorbingmoisture well.

Types of damp mops:There are 4 types ofdamp mops available:

Do-all mops:These mops consist of strands oftwisted cotton fixed to a circular metal plate, which

in turn is fixed to a stock.

Kentucky mops:These mops consist of cottonstrands fixed to a length of cotton fabric which is inturn inserted into a flat metal stock. They areavailable in weights ranging from 330g to 670g.The strands may be stitched together or

unstitched. The former are less likely to tangle,can be laundered more easily and are likely to lastlonger than unstitched mops.

Foss mops:These consist of a dense cotton fringeinserted into a heavy metal stock. They areavailable in a wide range of weights.

Sponge mops:These consist of cellulose spongefixed to a replaceable, lever-controlled head,hinged for wringing out and attached to a longhandle. Using a sponge mop is one of the easiest


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ways to wash a hard floor. Short handled spongemops are also available for cleaning windows.

Squeegee:A squeegee consists of a long metallichandle and a wooden or rubber blade to removeexcess water from a surface being cleaned It iseffective when followed by mopping with a dampmop. A smaller version called the windowsqueegee is used for wiping away water fromwindows after washing.

Care and cleaning of damp mops:

Take mops outdoors after use and shake well toremove excess moisture. Then these mops may bewashed in the same way as dry mops. Detachableheads are easier to clean and maintain. However,drying is the most important part of mop care as

bacteria require moisture to multiply. Adisinfectant to discourage their growth is effectiveonly for a short period of time, so leaving themdamp means letting germs breed. Damp mopsshould be renewed as soon as there are signs ofwear. They should be stored in such a way that airis allowed to circulate around the mop head. Never

use disinfectant or bleach with a cellulose spongehead. Wash and rinse sponge heads after use,squeeze out excess water and dry well. Store thesponge head by hanging.

Cloths


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Various cloths are used extensively in wet and drycleaning by housekeeping staff. For efficient andcorrect usage, cloths may be colour-coded and the

staff well-trained.

Types of cloths:A variety of cloths areavailable for specific purposes:

Dusters and cloth mittens:These are meant fordusting and buffing. Soft, absorbent plain orchecked cotton material or yellow flannelette of up

to 15 sq. Cm is ideal for dusters. When used fordamp dusting, they must be sprayed with a finemist of water or dusting solution. Cloths may beimpregnated with a mineral oil instead. Dustersmust be folded several times into a hand-sized padbefore use so as to provide a number of cleansurfaces and avoid spreading dirt again to a clean

surface instead.

Swabs and wipes:These are all-purpose clothsmade of soft, absorbent material. They are usedfor wet cleaning and damp dusting of all surfacesabove floor level. They are also used for cleaningsanitary fittings such as bathtubs and wash basins.

Wipes include loosely woven or knitted cottoncloths and non-woven cloths. Synthetic spongesmay also be grouped under this category. They areavailable in various sizes and shapes. Sponges are


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better than cloths for washing walls, woodwork,glass and upholstery.

Floor cloths:Floor cloths are bigger, thicker andmade of coarser cotton material than all-purposeswabs. They are used to wipe WC pedestals andremove spills from floors.

Scrim:This is a loosely woven linen materialresembling fine sackcloth. Scrim, because of itshigh absorbency and lint-free nature, is often used

instead of chamois leather for cleaning windowsand mirrors.

Glass cloths:Glass cloths are made up of linen towyarns and do not leave behind lint. They cantherefore be used for wiping mirrors and drinkingglasses. These must not be confused with fabrics

made from glass fibres (glasscloth).

Rags and polishing cloths:Rags are disposablecloths usually obtained from the sewing room orbought by the sack from tailors. They are used forapplying polish or strong cleaning agents aredisposed off when dirty. Polishing cloths need tohave a fleecy napped surface and pieces of flannelare ideal.

Wet cloths:Wet cloths need to be very absorbentand of a manageable size, so that they can be


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wrung out by hand easily during cleaning. They areused for mopping large floor areas.

Chamois leather:Real chamois leather is the skinof the chamois goat antelope, but now variouscheaper imitations are available. These simulatedchamois leathers are usually skivers, that is, splitsheepskin. Chamois leather can be used wet forcleaning windows and mirrors; when dry; it is usedas a polishing cloth for silver and other metals. Itis also ideal for wiping squeegee blades.

Dust sheets:Dust sheets are made of any thincotton material, being about the size of a singlesheet. Discarded bed sheets or curtains from thelinen room are ideal for use as dust sheets. Theyare used to cover floors, furniture or other articlesduring spring cleaning or decorating.

Druggets:These are made up of coarse linen, finecanvas or clear plastic. They may be the size of acarpet square or runner. They are placed on thefloor in doorways to prevent excessive dirt beingtracked in or out during bad weather and duringredecorating projects. They are sometimes placed

in the passage between the kitchen and diningarea to catch spills and debris.

Hearth and bucket cloths:These are made up ofthick fabrics and used to protect the carpet andflooring when a fireplace is being cleaned or placed


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under buckets to prevent marks on the surfacethey are kept on. They also catch splashes ofwater.

Care and cleaning of cloths:Good care of cloths isimportant for efficient cleaning and longer life.Care and cleaning recommendations for various

types of cloths are given in Table 7.1.

Table 7.1: Cloth care & cleaningrecommendations

CLOTH CARE AND CLEANING

Dusters and clothmittens

Wash, rinse and drythoroughly after use. If

cloth mittens areimpregnated withmineral oil afterwashing, keep themcovered or they will


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attract dust.Swabs and wipes Wash in hot detergent

water, rinse and dry

thoroughly after use.Those used on WCsshould be disinfectedafter washing.

Floor cloths Wash in hot detergentwater, rinse, disinfect(as floors may harbour

many germs) and drythoroughly.

Scrim Wash, rinse and dryafter use.

Glass cloths Wash, rinse and dryafter use.

Rags and polishing

clothsRags should be

disposed off after use.Polishes with a strongodour may containflammable chemicalsand storing rags andpolishing cloths used intheir application may

prove a fire hazard.Wet cloths Wash in hot detergent

water, rinse and drythoroughly. Disinfectperiodically to prevent


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them from becomingunhygienic.

Chamois leather If not maintainedproperly, leather getscracked and is damagedeasily. Remove excessdirt from it withnewspaper. Wash onlywhen necessary, inplain cold water. Rinse

and either store dampor dry flat. When dry,rub to soften theleather again.

Dust sheets Shake well outdoorsafter use. Wash, rinseand dry when

necessary. Fold neatlyand store when not inuse.

Druggets Shake well by tappingon the groundoutdoors, if made ofplastic. Use a hard

brush to clean awaystubborn dirt fromcloth. Wash rinse anddry canvas and linenones frequently. Plastic


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ones can be dampwiped instead.

Hearth and bucket

clothsShake well after use.

Wash, rinse and drythoroughly after use.Use a hard brush toclean away stubbornsoiling.

Polish applicators

These are usually oblong in shape for efficiency ofapplication. The polishing head should slide outfrom the metal or plastic casing to enable easyreplacement.

Types of polish applicators: There are 3kinds of polish applicators:

a)Natural lambswool,with a built inpolish reservoir or tray.

b)Synthetic wool,with a built in polishreservoir or tray.

c)Solid-wax pressurized applicators.

Care and cleaning of polish applicators:

Polish applicators should not be washed withwater. Wiping away excess polish with newspaperor rags before it dries should suffice. It is


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important to label the applicators with the type ofpolish for which they are to be used so that eachapplicator is used with just one kind of polish, to

avoid mixing different products.

Containers

Work becomes much easier and efficient if the staffis given appropriate containers in which to carry,transport, collect and store supplies and otheritems.

Types of containers:The various types ofcontainers used are:

Buckets:These may be made of plastic orgalvanised iron. Plastic buckets are more popularthese days as they are lighter in weight, quieter touse and easier to clean. Buckets to be used withmops may have one or two sections and may havea wringer device that can be detached for easycleaning. Twin buckets on a low trolley enabled thebrush to be rinsed more effectively each time.Larger buckets should have castor wheels whichmust be kept free of hair, fluff and dust. Bucketsshould be thoroughly washed, inside and out,every time they are used and then allowed to drybefore being stored.


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Basins andbowls:These are used to carry smallamounts of water, cleaning solutions and powdersfor cleaning small areas.

Dustpans:These are used in conjunction with abroom or brush for gathering dust. They may bemade of plastic or metal, plastic ones being theusual choice these days. Dustpans with longhandles that eliminate stooping are ideal. In orderthat the dustpans are effective, the edge in contactwith the floor must be thin, sharp and flat. Theyshould always be emptied after use andoccasionally washed. They should never be storedresting on their flat edge, as it will wear out andwarp so that the pan becomes inefficient. Storedustpans suspended from a hook or lyinghorizontally, sideways.

Dustbins :The housekeeping department isconcerned with dustbins in 5 areas:

a)In guestrooms:These bins may be madeof plastic or wood. Some properties alsouse jute or wicker bins. Individual dustbinsin guestrooms may be lined with a

disposable inner lining made of recycledpaper or plastic. These bins must beemptied and wiped daily. They should bewashed once a week.


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b)In the service rooms:These are used tocollect waste from guestrooms, brought inby the room attendants carts. The carts

contain a sack called the trash bag forguestroom trash. There should be 2 typesof bins in the service room, a metal bin fordisposing of ash from guestroom ashtraysand a plastic or thick paper bin for othertypes of trash. The latter can beincinerated directly.

c)In public areas such as guestcorridors and lobbies:These bins mayhave a creative design since they areconstantly on view. They should beemptied daily.

d)In waste-collection areas:These are

usually located outside the main buildingand are hidden from view. These binsshould be kept covered and emptied t leastevery alternate day

Sani-bins:These are metal or plastic bins with lids.They are found in toilets for the collection of soiled

sanitary towels. They should be lined with plasticor paper bags for easy cleaning. The bins must beemptied and wiped daily for reasons of hygiene.Disposable paper bags (sani-bags) should beprovided in the guests toilets for wrapping


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sanitary towels, before disposing in the sani-bin.Some metal sani-bins may be provided withincinerators, but these are not available in India

yet.

Spray bottles:These are lightweight containersthat deliver a fine mist or cleaning solution througha fine nozzle, particularly used for spray cleaning.It is essential that the nozzle is properly adjustedand free from any blockage. The nozzle must bekept clean, by spraying clean, pure water throughit after every use.

Polish applicator trays:These are used inconjunction with a polish applicator mop forpolishing floors with a liquid polish. They should belabelled with the kind of polish that they hold.Cleaning them after use is difficult. Pour any

excess polish back into the polish container. Soakthe tray in a small amount of solvent used toremove that particular type of polish. Wipe withrags and store.

Hand caddies:Also called cleaners boxes, thesewere originally made of wood or metal but are

nowadays usually made of plastic. They consist ofa box with a handle and fitted tray. They are usedby room attendants for carrying cleaning suppliesfrom room to room for guestroom cleaning. After


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each shift, they must be cleaned and topped upwith replacement supplies for use in the next shift.

Carts and trolleys:

These are more useful than hand caddies when alarge amount of supplies and items are to becarted or replaced. They are ideal for the efficientremoval and carriage of smaller pieces of cleaningequipment, cleaning agents, linen and rubbish.They eliminate the time wasted in assembling

equipment at the work location or moving themfrom one place to another.The various kinds ofcarts and trolleys that may be used in thehousekeeping department are discussed here.

Maids cart/Room attendants cart:Also called aroom attendants trolley, maids cart or

chambermaids trolley, this is perhaps the mostsignificant piece of equipment in the housekeepingdepartment. It is like a giant tool box; stocked witheverything necessary to service a guestroomeffectively such carts available are now made ofmetal, but sometimes wooden carts may be in use.The cart should be spacious enough to carry all the

supplies needed for a GRA to complete half a daysroom assignments. Since the cart is large and maybe heavily loaded, it must be easily manoeuvrableas well. The ideal cart would have fixed wheels atone end and castor-wheels at the other. The cart


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should be well organised so that the GRAs do nothave to waste time in searching for supplies ormake frequent trips back to the supply room. Also

if the cart is not stacked neatly, it will look veryunsightly when in the guests view. There is usuallyone such cart for each room section and it is storedin the floor pantry along with other housekeepingsupplies. Fig 7.6 shows an organized roomattendants cart.

Fig 7.6: An organized roomattendants cart


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Most of these carts have 3 deep shelves thelower 2 for linen and the top, partitioned shelf forsmall supplies. The carts also have a sack forsoiled linen, detachable trash bags, storage spacefor a vacuum cleaner and a hand caddy. Manycarts also contain a locked box in which to store

the guestroom keys, incase a floor master key isnot being used. While arranging the linen on thecart, it should be kept in mind that the heavierlinens must be placed on the lowermost shelf andthe smaller, lighter ones on the top shelf.


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Housekeeping supplies that are usually found inthe room attendants cart are listed in the tablebelow:

GUESTROOMSUPPLIES

BATHROOMSUPPLIES

LINENS IN THEHANDCADDY

ater tumblers &tray

ater jugs/bottles

shtrays &matchboxes

andle stands &candles double bed(folded in pairs)

ewing kits (alsocalled a Dutch

wife in the singular

Bibles/Gitas/Qurans(for placement inthe rooms

hoe mitts

ervice directories

elephone books

oilet rolls

oilet tissues

Bladedispensers

hower caps

ooth glasses

oap bars

oapflakes/powder

hampoobottles

ani-bags/disposal bags

Bottles ofbath foam

Mattressprotectors a few, to

replacesoiled onesifnecessary

King-sizesheets 2per

kingsizebed (foldedin pairs

Queensizesheets 2per

queensizebed (foldedin pairs)

Double

ll-purpcleaner

indow

cleanerspray b

ohnny

loths sponge

Rubbergloves

Disinfec

Naphthaballs

Roomfreshen

Deodori

Brass po


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Business kits

uest stationery

folders or sets;ballpoint pens &pencils; scribblingpads

DND cards

opies of the houserules

Breakfastknob cards;

Polish myshoes cards;room servicemenu cards;

make myroom cards;

collect mylaundrycards

Telegraphforms;laundryforms

Laundry bags;clotheshangers;

Loofah pads

Packets of

cotton wool

ubes oftoothpaste

oothbrushes

Bottles of

cologne

Bottles ofaftershavelotion

oilet strips(disinfectedpaper stripsto seal thetoilet seat)

anitary pads

bedsheets 2 perdouble bed

(folded inpairs)

Standardsheets 2per twinbed (fold inpairs)

Kingsizepillowcases 2 perkingsizebed (fold inpairs)

Standardpillowcases 2 per bed(fold inpairs)

Bathtowels/Bathsheets 2perbathroom(folded

ax po

crubbe

Broom


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light bulbs individually, with hotellogo facing

outwards)

Hand towels 2 perroom(foldedindividually, with hotellogo facingoutwards)

Face towels 2 perroom(folded

individually, with hotellogo facingoutwards)

Bath mats 1 per

bathroom

Bedspreads a few toreplacesoiled ones,


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Janitors trolley:This is used for carting and

storing cleaning supplies. It is used during thecleaning of public areas or any special cleaningprojects scheduled for guestrooms. It includes adetachable trash bag and a place for storingcleaning agents and small pieces of cleaningequipment.

Mop-wringer trolley:This piece of equipment

consists of a mop and one or twin buckets with anattached wringer, all mounted on a trolley withcaster wheels. It may have provision for holdingcleaning agents as well as a trash bag.

Linen trolley:These are used for the transfer ofclean linen from the laundry to the linen room or

from the linen room to the floor pantries and soon. Linen trolleys may be made of aluminium orsteel.

ifnecessary


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Laundry sacks:These, in fact, may or may not bemobile (and hence may not necessarily betrolleys). They may be made of wicker, fibreglass

or plastic. A very popular choice is the one made oftough cotton with drawstrings, as it can be washedfrequently.

All carts and trolleys need to be kept clean, wipeddaily and stored in a locked, dry, well-ventilatedarea when not in use. A thorough cleaning may bedone once a week. The wheels may be oiled duringthis cleaning. Carts or trolleys should neverbecome general dumping grounds when not in use.

Sundry equipment

This includes other miscellaneous pieces ofequipment used in the housekeeping department

ladders, carpet beaters, and abrasive pads, rubbergloves, airing racks, fit pumps and chokeremovers.

vLadders

Ladders are generally made of wood or metalssuch as aluminium. These days, fibreglass laddersare also available. The different parts of a ladderare the rungs (treads), stiles (side rails), spreaders(the hinge-and-brace arrangement) and footpads.


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When buying a ladder, one should primarilyconsider the following points:

What kind is needed for the work it is goingto be used for for occasional work, it maybe cheaper to hire a ladder than purchaseone.

The weight that the ladder must bear.

The condition of the ladder.

The physical work environment it will beused in.

There are 5 main types of ladders used,based on hotel properties.

Single-section standing ladders or

stairladders:This is the simplest, old-fashioned ladder with 2 straight stiles andrungs fixed across them at a minimum of254mm intervals. The ideal ones are thosewith both stiles curved at the apex forsafety.

Stepladders:Various types of stepladdersare available. Abasic stepladderhas 2rectangular stiles fitted with treads that area minimum of 76 mm in width. The treadsshould lie horizontal, parallel to the groundwhen the ladder is placed at an angle of 75


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degrees. A platform stepladder gives amore stable work position with a high-levelplatform for holding tools and materials in

use. It is available in various heights, orwithout a high-level handrail. The platformmust not be more than 3.85m above theground. The A-type platform ladder opensup like a pair of scissors to make a free-standing set of steps with a small platformat the top, thus leaving the workers hands

free and eliminating the need to keepgetting off to get tools and materials. It isvery stable and if fitted with a handrailabove the platform, extra-safe. The stepsmay be folded together for easy storage ofthe ladder. A swing-back stepladder is self-supporting. Locking stays are fitted

together to brace the steps. When openedup, the treads of the ladder lie horizontal.

Extension ladders:These are used forworking at greater heights. These consistof 2 or 3 parts that can be slid along eachother to add the required height. They areavailable with 2 or 3 extensions and invarious closed lengths of 2.5-3.5 m. Adouble extension ladder which can give along length of about 8m should besufficient for most 2-storey properties.


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Longer, 3-section ladders can give lengthsof up to about 10m. In the case of smallerextension ladders, the ladder may be

extended by hand & secured by stay locksthat rest on a selected rung. On largerladders, the sections are extended bymeans of a roped loop running down theside of the ladder and secured upon acleat.

Combination ladders:A combinationladder offers various arrangements to givea stepladder, an extension ladder and astair ladder in one piece of equipment. Thesections fold down to about the same sizeas a platform stepladder.

Roof ladders:This type of ladder is used

when working on a pitched roof. The roofladder has 2 wheels at the upper end,which enables it to be pushed along theslope of a roof without damaging theshingles. On the end opposite to thewheels, the ladder forms a hook to fit overthe top ridge of the roof, which stops the

ladder from slipping down.

Angle of inclination:Whichever ladderis used, if it leans at an angle, it shouldbe ensured that the bottom of the


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slanting section is about 1 foot awayfrom the vertical support for every 4feet of ladder height between the foot

and top support.

Maintenance and storage:

Ladders should be stored in a sheltered area,away from the sun and rain. Wooden laddersespecially are adversely affected by exposureto heat combined with dampness. They need

a dry, well-ventilated storage area. Woodenladders used outdoors should be treated withshellac, varnished or given 2 coats of linseedoil as a protective treatment. A woodenladder should never be painted, as this canhide any defects that may arise, making theladder potentially unsafe. Straight (stair) and

extension ladders should be storedhorizontally on racks or hooks, with supportpoints at the top, middle and bottom of theladder, to prevent sagging and warping. Allladders should be kept scrupulously free ofoil, grease, wet paint and other slip hazards.Periodically tighten the reinforcing rods

under the steps of a stepladder, spreaderhinges and other joints. Despite all theprecautions, ladders should nevertheless becarefully inspected for wear and damage


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before each use. In case of any damage, it isalways best to discard it.

vCarpet beaters:

Beating of carpets, although not recommended,sometimes becomes a necessity. Wire beatersshould be avoided as they may damage the rug.Instead, rattan beaters should be used. Whilebeating, it is best to place carpets and rugs withtheir naps down on the grass. They should never

be hung up and beaten.

vAbrasive pads:

These are available in the form of non-woven,nylon netting pads, suitable for the removal oflocalized, heavily impacted soiling by abrasion.Pads with different abrasive properties areproduced. Wire-wool and steel-wool pads shouldbe used with caution as they may damage certainsurfaces.

Mechanical Equipment:

The various pieces of mechanical equipment used

in the housekeeping department are usuallypowered by electricity or gas. The staff should bewell-trained in the operation of these equipmentssince incorrect usage will not only lead to


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inefficient cleaning but may also become a safetyhazard.

Vacuum cleaners/ Suction cleaners:

Vacuum cleaners remove debris and soil and/orwater from a surface by suction. All vacuumcleaners work on the same operating principle. Inall types, motor drives an impeller, which sucks inair through an inlet, creating a difference inpressure between the air within and outside the

machine. Air drawn in from the inlet passesthrough and out of the machine. Air drawn in fromthe inlet passes through and out of the machine.Usually the air is sucked in together with soil,debris or water. The dust is collected into acontainer provided, which may be within the bodyof the machine (as in cylindrical and canister

models) or on the outside in the form of a bag (asin upright models). The dust-collecting apparatusin the heavy duty models used in hotel propertiesusually consists of 2 types of dust bags. The innerbag is made of disposable paper and the outer oneis made of fabric.

Types of vacuum cleaners: Various typesof vacuum cleaners are available.

Dry vacuum cleaners:These are used for removingdust and small pieces of debris from floors,upholstery, furnishings, walls and ceilings. Those


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using a flexible hose come with attachments, suchas a floor-cleaning head, a power head, a crevice-cleaning head, an upholstery-cleaning head, a

dusting head and extension tubes.Manyvariations of the dry vacuum cleaner are inuse:

vElectric brooms:These are verylightweight vacuums without a motor-driven beater brush. They are used only forlight vacuuming and for touch-ups oncarpets and hard floors. In other words,they come in handy when a full vacuumingis required.

vDustettes:These are small, lightweightvacuum cleaners used for cleaningcurtains, upholstery edges, mattresses,

computers and music systems. They cleanby brushing and suction and are very easyto handle. The may be carried in hand orstrapped to the back of the operator.

vBackpack vacuums:These are veryefficient to clean high, hard-to-reach areas.

The vacuum unit in these machines caneasily be strapped to the back of theoperator. These machines have hand-heldwands that come with various attachmentsfor flexibility in cleaning. They are ideal for


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use on curtains, drapes and ceilingcorners. These vacuums are also referredto as piggyback vacuums.

vUpright vacuums:These vacuums are theones more frequently seen in hotels. Themain body of the vacuum lies horizontal onthe floor and is driven by a single motor.The dust-bag is outside the machines mainbody. There is a belt-driven beater brushto facilitate removal of dust from thick-pilecarpets. In an improved variation, there isa dual-motor system one motor drivesthe beater brush and the other providesthe suction. The machine also has a built-in hose for cleaning corners andupholstery. This machine is most suitablefor use on large carpeted areas.

vCylindrical vacuums:These have norotating brushes and work by suction only.The term suction cleaner is generally usedfor these kinds of vacuum cleaners. Afilter-cum-diffuser is fitted at the outletwhich removes fine dust and micro-

organisms from the flow of air passingthrough the outlet. The filter-cum-diffuseralso reduces air disturbance and noise. Thedust-bag is inside the cylindrical body ofthe vacuum cleaner. A flexible hose along


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with the different attachments is used toclean a variety of surfaces. These are thetype commonly used by GRAs in

guestroom cleaning.

vPile-lifter vacuums:These vacuumcleaners are used to groom long-pilecarpets. They lift up the carpet pile thathas become packed down and restore theirvertical orientation. It is especially usefulbefore shampooing the carpet, more so ifthe soiling is heavy.

vCentralized vacuum:In this type of unit,suction is generated at one point in thebuilding. Meanwhile, soiling can beremoved at vacuum points somewhere elsein the building by suitable nozzles

connected to detachable flexible hoses.The collected dirt is then conveyed by anetwork of pipes to a central container.This unit is expensive to install and isgenerally done at the building constructionstage. The advantages of this kind ofsystem are :

It is extremely hygienic, since all thedust is carried away from the point ofcleaning.

Maintenance costs are usually lower.


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Operative fatigue is lower.

There are no frayed flexes to repair andno individual machines to go wrong.

Wet-and-dry vacuum cleaners:These are extremelyuseful in hotel housekeeping operations. They canpick up spills and excess wash water when on thewet mode. When on the dry mode, they help inremoval of dust and debris. In hotels, thesemachines are usually used in their wet mode to

pick up spills. They are also required when largeareas of floors are being stripped of polish andcleaned. They have a flexible hose withattachments such as a squeegee head. The wastewater collects in a tank that needs to be emptiedafter use. A variation of this is the large tank-typevacuum cleaners. These are also called canister-

type or industrial vacuum cleaners. They can beused for dry and wet pick-up or both. The wastewater is scooped up by a squeegee attachmentthrough a nozzle and travels back into the tank.They are used for cleaning large areas when timeis a constraint. They are ideal for cleaning lobbies,banquet halls and restaurants.

Points to consider while purchasing avacuum cleaner:


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The housekeeper needs to pose and findanswers to the following questions whilepurchasing a vacuum cleaner:

Is the suction power sufficient enough todislodge dirt as well as remove dust anddebris?

If the suction power on its own is notefficient enough, can a machine with arotating brush be selected instead?

Can the suction power be directed to whereit is needed?

Is the machine portable enough for thestaff and the layout of the building?

Does all the dust get trapped inside the air

bag before the air passes out from theoutlet?

What attachments are available along withthe machine?

How easy is it to empty the contents of themachine?

What is the noise level while operating themachine?


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Is the cost of the machine within thebudget?

Care and storage:

Vacuum cleaners will give maximumcleaning efficiency when they aremaintained well. Housekeeping staff needto be trained in the care and maintenanceof the machines. The wheels of themachine need to be oiled periodically. After

use, the dust bags should be checked andemptied. If the machine is operated withthe dust bags full, cleaning will not beoperated, the machine may heat up toomuch and the bags may get damaged.Wipe the casing daily and check the hoseand flex before use. Clean the attachment

heads after each use. Check the filter afteruse. If the machine is meant for drysuction only, never use it to clear even alittle amount of water, else the dust bagswill get damaged.

Incase of wet vacuums, the bucket should

be washed, rinsed and dried. The squeegeeshould be wiped clean and replacedwhenever necessary. The hose needs to berinsed out, the casing and wheels wiped


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and the filter checked after use. Thewheels need oiling periodically.

The hoses should be stored hanging onhooks. The tubes and attachment heads ofa dry vacuum cleaner should be stored inboxes, drawers of shelves. The hoses andattachment heads of wet vacuum cleanersshould be stored off the ground on a rack,in a well-ventilated place.

General-purpose floor machines (scrubbingand polishing machines)

These are designed for scrubbing, buffing,burnishing, scarifying and spray maintenance.

Scrubbing:The bristle tips of a brush or thesurface of a pad abrade and cut the soiling toremove it.

Buffing:The bristle tips of a brush or the surface ofa pad create a high-gloss finish on the floorsurface. In case of a surface on which a polish hasbeen applied, it will involve generation of a localheat to harden waxes and resins.

Burnishing:The tips of a brush or the surface of apad abrade and cut the floor surface to create asmooth surface with a glossy finish. In case of a


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polished surface, it will involve the removal of asurface layer of polish.

Scarifying:The bristle tips or edge of a cuttingtool, cut into impacted soiling and remove it bymeans of a chisel-like action.

Spray cleaning :This is similar to spray cleaning,but the term is applied to the maintenance offloors where a buffable or semi-buffable polish hasbeen applied and the bristle tips of a brush or the

surface of a pad remove both soiling and thesurface layer of polish to leave a smooth, glossysurface. Resins and waxes in the maintenanceproduct form part of the restored finish. Thesemachines consist of one large or several smallbrushes that revolve and scrub the floor. Waterand detergent are released from a tank attached to

the machine. These machines can be used forshampooing carpets, polishing floors and spraymaintenance. Such general-purpose machines arepreferred in many establishments as the machinecan be put to greater use due to its versatility. Insome machines, coloured, abrasive nylon padsreplace the scrubbing brushes. For normal-speed

machines:

vBeige padsare used for buffing;

vGreen padsare used for scrubbing; and


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vBlack padsare used for stripping.

The lighter the colour of the pad, the lesserabrasive is the action. These machines maycome with or without the suction capacity topick up water. If the machine is one without asuction action, then the machine will have tobe used in conjunction with it while scrubbing.The usual attachments for these machines arebrushes, drive discs, coloured nylon pads, awater tank, ashampootank and a sprayer.

Care and storage of general-purposemachines:

The brushes and pads should never be left onthe machine after cleaning. The brushes shouldbe detached after cleaning. The fluff should be

removed from them after washing. Wash, rinseand dry wet ones after use. The dry onesshould be washed occasionally, but dust shouldbe tapped away after use regularly. The padsshould be washed, rinsed and driedthoroughly. The tanks should be emptied,washed and dried. The wheels and casing

should be wiped after use. The wheels needoiling periodically. The flex should be checkedfor any fraying before each use. Brushes andpads should be stored in a well-ventilated area,preferably on airing racks or hooks. They


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should not be kept flat on the ground. The topsof the tanks may be loosely fitted duringstorage.

Wet-extraction systems:

These machines are used to restore thesurface appearance of carpets, upholstery andcurtains. They remove the more deeplyembedded soilage not easily removed bysuction cleaning. They are also useful in the

application of soil-retardant finishes oncarpets.

Types of wet-extraction systems: There

are various types of wet-extractionsystems.

Hot-water extraction machines:Theseare machines with no rotary action. Theycarry a tank for hot water and detergent,which are used for deep cleaning carpets.The hot water and detergent are shot intothe carpet from high-pressure spraynozzles. The dirt is thus flushed to thesurface and this, along with the soiledwater is removed by suction into acontainer in the machine.

Solvent extraction machines:Thesemachines are primarily used for cleaning


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upholstery and curtains and to a lesserextent for carpets.

Carpet shampoo machines:

These machines, as indicated by the name, aredesigned for the deep cleaning of carpets thatare heavily soiled.

Types of carpet shampoo machines: Thereare 4 broad groups of these machines:

Steam-extraction machines:Thoughthese machines are universally calledsteam extraction machines, there is in factno generation of steam and the cleaningagents are simply hot water and detergent.Hot water containing the detergent isinjected at a prescribed rate andsubsequently extracted by a wet vacuumsystem built into the machine.

Cylindrical-brush dry-foammachines:This system has a cylindricalbrush that scrubs that scrubs and picks upin one pass, the foam generated by the

machine.

Rotary-brush wet-shampoomachines:A rotary brush cleaner inconjunction with a wet shampoo is


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employed for the cleaning of carpets here.The machine comes with a range ofaccessories including vacuum and drying

equipment.

Small rotary-brushes wet-shampoomachines:This is also a rotary brushcleaner, but employs 2 brushes instead of1 and is somewhat smaller than the rotary-brush wet-shampoo machine.

Scrubber-drier-sweepersThese machines remove debris, soiling and/orwater. They are suitable for large areas wheremechanical sweeping, scrubbing and drying arerequired.

Types of scrubber-drier-sweepers:Thevarious types available are as follows:

Power sweepers:These are self-propelledor manually propelled machines designedto remove debris and loosen soiling fromroads, pavements, carpets and large areasof hard flooring.

Pedestrian-driven sweepers:Thesefeature a battery or mains-operatedrotating broom that carries dirt back into a


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hopper. A side-broom suction unit andfilters may be included.

Petrol or gas-driven sweepers:Thesehave petrol or a gas-powered engine todrive a suction unit and brush. Soiling isbrushed back into the inflow and collectedin a large cloth sack situated behind themotor. These machines are suitable for thesweeping of pavements, car parks andsimilar heavy-traffic areas.

Self-propelled sweepers:These machinesmay be petrol, gas or battery-powered.The power is transferred to the drivewheels and a rotating broom, which carriessoiling away from a surface.Suchmachines typically contain:

vA side broom to carry debris from thefloor edges into the path of the mainbroom.

vA water spray or suction with the sidebroom to prevent rising of dust clouds.

vA high volume suction-unit that sucksor blows air through a filter as dust ordirt is deposited in the hopper.


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vA filter shaker or air-flow reverser toprevent blockages.

High-pressure washers:

This type of equipment is designed toremove soiling by subjecting the surface towater, steam and/or sand under pressure.Water under pressure physically dislodgesthe dirt. The process can be assisted bythe use of hot water, steam or sand.

Scarifying machines:

Scarifying is the process by which heavygrease, mud, wet sawdust and thickdeposits are removed from the surface offloors. The process is employed whensimple scrubbing has been ineffective.Here dirt deposits are broken up by thechisel-like action of a wire-brush cuttingtool.

Types of scarifiers: 2 kinds areavailable -

Heavy-duty scrubberpolishers:These single-to-three-brushmachines can have a brush weight of65kg or more. They are used inconjunction with a scarifying assembly.


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Dislodged dirt is removed by a secondoperation involving sweeping.

Self-propelled scarifiers:Theseconsist of a revolving tool, a hopperinto which the dirt is thrown up by thetool and suction-unit filter to removefiner particles.

Storage, Distribution and Control ofCleaning Equipment

All housekeeping equipment must be stored underlock & key. When issuing equipment for use,proper records must be maintained withinformation regarding:

The items issued

The attachments given along with them

To whom they were issued

The date and time of issue

The area where they are to be used

By whom they were issued

The date and time of return

The signature of the personnel involved must beobtained on the document during both issue and


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return. A card-index system is a useful method ofcollecting all the relevant info about each piece ofequipment being used in a particular

establishment. A sample card index is presented inExhibit 7.1.This system is of great value to themanager and supervisor for the followingreasons:

It gives up-to-date info concerning the equipment.

It indicated the location of the equipment.

It indicates who usually operates the equipment.

It contains a record of what servicing has beencarried out, costs, new accessories supplied, andso on.

When purchase of new equipment is being

considered, this info can be used as a reference tocheck on reliability.

Exhibit 7.1:Sample card forequipment indexing

Type of equipment:Taski450 smm(18) brush, low-speed machine

S.no. SM381


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Date ofpurchaseCost ofmachinePeriod ofguaranteeSpecificuser(if any)Location ofarea whereusedSupplierLocal

representative

6 Feb 2006Rs.1,78,0002 yearsS. Justin(Houseman)Lobby

Taski,JohnsonDiversey,CochinMr. Samson(558889)

Date firstusedAttachmentscostLifeexpectancyOtherusers(if

any)Other

areas(ifany)Servicingdetails

12 Feb2006Rs.15,0007 yearsNoneBanquetHall 2

Selection of Cleaning Equipment

It is the responsibility of the executivehousekeeper to procure the ideal, most efficientequipment for her staff to ensure maximumproductivity.The choice of equipment to be

purchased is made after considering thefollowing factors:

Safetyin operation.


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Suitabilityto the type of area, surface, work,amount of obstruction and cleaning frequency.

Versatilityto undertake various types of cleaning

Work performancein terms of capacity andmachine and consumer reports on performance.

Ease of handlingin terms of size, weight andheight of the machine and ease of manoeuvringand operating.

Portabilityin terms of ease of transfer betweenfloors and the provision of wheels and detachableparts and consumer reports on life expectancy.

Noise levelwhich is a more importantconsideration for hospitals than hotels.

Availability of spare parts, easy servicing conditionsand lead time after booking of equipment.

Protective designwhich may feature a protectiveedging to prevent damage to wall furniture andfittings and no sharp edges.

Ease of storagein terms of ease of dismantling

detachable parts and storage space required(compactness).


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Costas a sum of initial costs, operating costs,maintenance and depreciation, as well as hiringconsiderations as opposed to purchasing.

XXXXXXXXXXXX

IT SAVVY HOUSEKEEPING

Many hotels have invested heavily in informationtechnology (IT) infrastructure and networking thatdeploy the latest technical advances in their

operations.

The latest in IT amenities

The newer technologies that are gaining entry intothe hospitality segment are Wi-Fi (wirelessfidelity), radio frequency identification, and thepossibility of tracking inventory and guest data

through the convergence of cellular and wirelesstechnologies, GPS (global positioning system),VoIP (voice over internet protocol), handheldcommunication devices and so on. Over the pastfew years, in addition to the more common wirednetworks, hotels have been giving greaterimportance to wireless local area networks

(WLANs) and mobile computers

Wireless connectivity is developing rapidly,enabling the whole world to stay networked andconnected. Business travelers in particular are


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always looking for ways to stay productive while onthe move and expect wireless connectivity at theirfacilities as wireless connections improve a guests

experience by providing complete mobility.

WLANs allow guests to share high-speed Internetconnections, browse the Web, access theircorporate networks remotely yet securely , accessthe business centre from their room, organizevideo conferences, play games online , and usemultiplayer gaming options.

In India, although there are on the whole relativelyfew hotels that provide wireless connectivity forguests, the hospitality industry was among the firstto implement this technology. Hotels either provideWi-Fi as a value added amenity to guests or offerthe service at a cost to their guests . Wi-Fi is

provide in guestrooms as well as public areas,lobbies, meeting rooms, lounges, and so on.Wireless connectivity permits users roamunrestricted throughout the hotel facility, with real-time access to critical information as and whenrequired.

IT in the Housekeeping Department

WLAN technology is enabling a wide range ofhospitality applications in the housekeepingdepartment. Housekeeping staff can now conductroom checks after the guest vacates the room


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through a handheld Wi-Fienabled device to reportthe status of the room. They can also communicatewith security personnel instantly over e-mail in

case of an emergency. Staff can also ensure froma remote spot that fire extinguishers are charged,emergency lights are functioning, and so on checkand communicate inventory information forguestroom supplies and the stocking of mini barsin order to ensure that provisions are replenishedin an efficient manner. Housekeeping managers

can also contact workers and identify theirlocations quickly, resulting in quicker responsetimes.

VoIP is the fundamental enabling technology thatconverts voice signals into a form that can be sentover a data network, such as the internet or one ofthe typical local area networks (LANs) found inmost hotels today.

Many housekeepers have strived to keep theirdepartment computer-savvy. Computers are nowbeing used in many housekeeping departments forrooms management inventory control, linenmanagement, and so onto varying extents. Many

software packages are now available in India thatprovide specific applications for housekeepingoperations .Computers can now be linked totelephone system in each individual guestroom.This technology greatly reduces the cost of


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individual wiring in each guestroom. For instance,an interface can be created between the telephonesystem and the CPU (central processing unit) of

the hotels computer network by the GRA dialing aspecific sequence of numbers on the phone from aspecific guestroom. Once connected, the computerimmediately recognizes the room number to whichit is being connected. After the connection isestablished, a specific list of dial-up codes becomeavailable to the GRA; by way of which he or she

can now transmit information to the computersystem directly without the need for additionalinput devices in the rooms.

Housekeeping software

Housekeeping operations modules are now anintegral part of integrated hotel management

software. The modules widely available includeapplications such as forecasting GRA requirements,daily housekeeping scheduling, trackinghousekeeping history, and monitoring GRAperformance.

Forecasting GRA requirementThis module is

designed to forecast the total number of, GRAsneeded each day in the future, based on thecurrent in-house occupancy and staffing and theexpected arrivals /departures over the forthcomingperiod. these modules can forecast staffing


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requisites up to365 days in advance, given theright inputs.

Daily housekeeping schedulingThis applicationcan automatically create and print estimatedcleaning time needed per room , and the numberof GRAs in the establishment. A housekeepingstatus screen is the core element of the system,

and tracks each housekeeper, updating the statusas rooms are cleaned and inspected. The moduletracks the status from dirty to ready for

inspection to clean and ready for guests. This ismade possible by marking the rooms clean usingan in-room intercom or handheld wireless PDA(personal digital assistant) as each GRA andsupervisor is through with them.

This module can also schedule the servicing of

guest requests. For instance if a guest calls thefront desk and requests a crib or extra towels, thefront desk can simply input this request into thecomputer and it then appears on the mainhousekeeping monitor screen. A guest requestnotification to the most suitably placed GRA canalso be sent automatically to a handheld wireless

PDA or cell phone by way of a text message or e-mail.

Housekeeping history and GRA performance

reportsThis is a historical reporting module. It is


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possible to measure the performance of each GRAby tracking the estimated clean time and the

actual clean time, as well as the variances.

Supervisors can enter comments on each cleaningtoo. Since supervisors use the intercom in theroom to mark the room as ready for guests, this

system can also store the time at which thesupervisor finished the inspection. thus ,reportsare available that show how much time elapsedbetween the GRA marking the room as ready for

inspection and the supervisor completing theinspection. The executive housekeeper can thustrack the time and duration for each room cleaningby each person. For instance, if a guest is found tohave checked into a dirty room, the housekeepercan determine which GRA or supervisorerroneously marked the room clean.

SUMMARY

There are now many and various innovations andtrends in housekeeping, the principle ones beingoutsourcing and eco-friendly housekeeping.Professional housekeepers are striving to gethousekeeping its due recognition in the hospitality

industry. After all, this department is responsiblefor bringing in the largest share of profit to anaccommodation operation, but this fact is hardlyacknowledged and veterans of the industry toooften must consider it a thankless job.


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Housekeeping operations are increasinglybecoming scientific and mechanized .However thefact remains that the majority of the lower rung

housekeeping workforce are unskilled. Hencetraining in housekeeping procedures andequipment is essential and this should be acontinuous when the department spends time,energy and resources on training employees, allefforts should be made to motivate and retainthem as well. This chapter has also discussed the

training issues in housekeeping today.

A major trend in hotels is towards becoming moreeco-sensitive. This trend is influencing thehousekeeping departments in the hotels too.Housekeepers are developing and adopting newways to conserve water and energy and opting foreco-friendly amenities and products. Use of ozonein various areas in the housekeeping area inparticular has been a big step towardenvironmental protection.

This chapter discussed information technology inhousekeeping at length, mentioning Wi-Fi, GPS,VoIP, and WLAN applications. Many hospitality

specific softwares having comprehensivehousekeeping applications are on offer in themarket now. Hotels in developed countries haveutilized IT in a big way in housekeeping, which isnot yet the case in the Indian scenario, however.


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more usual. It decomposes quickly and easily,turning into regular oxygen, where the extraoxygen atom splits away from the ozone molecule.

Performance standards:A required level ofperformance to meet the quality standards set bythe organization.

PDA:Personal digital assistant-a handheldcomputer that serves as an organizer for personalinformation; it may be also combined with a cell

phone and other wireless technologies, providing amobile office for the people on the go.

Productivity standards:An acceptable amount ofwork to be done within a specific timeframeaccording to an established level of performance.

Sanitizer:An agent used for reducing microbialcounts to an acceptable level.

SOPs:Documents of a standing nature that specifya certain method of operating or specificprocedures for the accomplishment of a task. SOPscan be developed for all important housekeepingactivities and tasks.

VoIP:Voice over internet protocol---a category ofhardware and software systems that enablespeople to use the internet as the transmissionmedium for telephone calls by sending voice data


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over the internet. VoIP is also referred to asinternet telephony , IP telephony or voice overthe internet (VOI).

Wi-Fi:Wireless fidelityan amenity providednowadays by most world-class hotels, thistechnology enables guests to access wide range ofinformation, applications, and computing resourceswithout having to worry about connectivity issues.

WLAN:Wireless local area network---a typical of

local area network that uses high frequency radiowaves rather than wires to communicate betweennodes. It is also referred to as LAWN or local area

Work study:An analysis of the tasks, theequipment, and the time taken to do a specific job.This is an important tool for determining standard

operating procedures.

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