Hotel housekeeping

Hotel Housekeeping, Semester- Second

Hotel House Keeping

Diploma
In Hotel & Hospitality Management
First Semester
Subject Code-HM-23

School of Distance Education
Karnataka State Open University, Karnataka

Compiled & Printed by ECDL Educations Pvt. Ltd.

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

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


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CONTENTS
BLOCK-I
UNIT
1

2

3

4.

UNIT
5

6

7

8

UNIT
9

Topic
Role of
housekeeping

Contents
1.1 Introduction
1.2 Importance of Housekeeping
1.3 Amenities provided by Housekeeping
1.4 Housekeeping role in a hotel industry
Functions of
2.1 Cleaning, Maintenance
housekeeping
2.2 Aesthetic upkeep, Linen Management
dept.
2.3 Manual Cleaning, Mechanical Cleaning
2.4 Care of equipment, Different cleaning agents
Types of rooms 3.1 Single room, Double room
3.2 Suite- Single, Double, Duplex
3.3 Cabana
3.4 Penthouse
Organizational 4.1 Duties & Responsibilities
structure of
4.2 Executive housekeeper, Asst. Housekeeper
H.K. dept.
4.3 Linen room supervisor, uniform room sup.
4.4 Desk control supervisors,
BLOCK –II
Topic
Contents
Emergency
5.1 Fire
Procedures
5.2 Death or accidents
5.3 Theft
5.4 Vandalism
Hygiene &
6.1 Hygiene & Sanitation.
Sanitation
6.2 Hygiene and safe methods of cleaning
6.3 Sewage disposal.
6.4 Importance of Hygiene in Hospitality Industry
Inter
7.1 Front office- Housekeeping
departmental co- 7.2 Engineering Maintenance & HK
operation
7.3 Food & Beverage & HK
7.4 Cooperation- Security & Personnel
Linen / Uniform 8.1 Linen room, Linen room work, storage, stock taking
Room &
8.2 Uniform Room, staff uniforms
Laundry
8.3 Laundry in-house, contract,
8.4 Valet Service, equipment, method
BLOCK –III
Topic
Contents
Stain Removal
9.1 Stain removal agents

Page No.
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10
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13
14
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15
17
18
18
19
21
22-23
24
25
Page No.
29
30
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34
35
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37
39
40
40
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44
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46-47
Page No.
51

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10

Pest Control

11.

Interior
Decoration
&
Flower
arrangements
Safety Procedure
and precautions

12.

UNIT
13

Topic
Textiles and
types of fibers

14

Bed-making

15

Types of
Budgets

16

Maintenance

9.2 Acids, alkalis, Bleaches
9.3 stain removal from diff. surfaces
9.4 Points to remember
10.1 Moths, carpet beetles
10.2 Wood boring beetles,
10.3 Rats & Mice
10.4 Wood rot, Waste disposal
11.1 Principles. proportion
11.2 Balance, Rhythm, general rules, Themes
11.3 Interior Decoration and landscaping, ) The design team
11.4 Elements of interior design, Design Components

52
53
54
56
57
58
59
61
62
63
64-65

12.1 Health & Safety
12.2 Fire & Personal Injury
12.3 Cuts & Burns
12.4 Accidents, fire emergency
BLOCK –IV
Contents
13.1 Types of textiles
13.2 Types of fibers
13.3 Carpets
13.4 Carpet problems
14.1 Bed making procedure
14.2 Types of service.
14.3 Types of Bed
14.4 standard sizes of bed
15.1 What is Budget
15.2 Capital budget
15.3 Operational budget
16.1 Mason: Painter: Tailor: Plumber: Gardener: Carpenter:
16.2 Air-conditioning. Electrician
16.3 Staff Organization : Inventory
16.4 Storage Techniques and Skills. : Stocking Procedures Bin
Cards. Storage Temperatures,

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Page No.
75
76
77-78
79
81
82-83
84-85
86
88
89
90
92
93
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UNIT-1
ROLE OF HOUSEKEEPING
CONTENTS
1.0 Objectives
1.1 Introduction
1.2. Importance of Housekeeping
1.2.1 Comfort
1.2.2 Cleanliness and Hygiene
1.2.3 Privacy
1.2.4 Safety and Security
1.2.5 Decor
1.3 Amenities provided by housekeeping
1.4 Housekeeping role in a hotel Industry
1.5 Lesson Summary
1.6 Key Words
1.7Questions to Solve
1.8 References
1.0 OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
◘ Housekeeping and its importance
◘ Functions of housekeeping
◘ Relationship of housekeeping with other departments
◘ Types of guest rooms and the amenities supplied.
1.1 INTRODUCTION
Housekeeping is an important and integral part of the guest experience and satisfaction.
Other things such as security are important, but what guests really want is to feel at
home, to feel comfortable. Although the staff providing this service do not necessarily
interact directly with the public, the quality of their work is critical in shaping guests‟
pleasant memories of their stay.
1.2 IMPORTANCE OF HOUSEKEEPING
1.2.1. Comfort: Achieve the maximum efficiency possible
in the care and comfort of the guests and in providing
support services for the smooth running of the hotel. Every
hotel spends a lot of effort in ensuring the quality of beds,
mattresses, channel music, TV, air conditioner if
applicable, attached bar etc. The comforts must be
regularly maintained and should be properly functioning. It is the duty of the

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

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1.4 HOUSEKEEPING ROLE IN A HOTEL INDUSTRY
House Keeping department in a hotel is responsible for the cleanliness;
maintenance and aesthetic up keep of the hotel. The role of house keeping is to keep a
clean, comfortable and safe house. Just as we enjoy keeping a “Sparkling” home for
guests and ourselves who visit us at home, the housekeeping department takes pride in
keeping the hotel clean and comfortable so as to create a “Home away from home”.
A hotel survives on the sale of rooms, food and beverage and other minor
operating services such as laundry, health clubs etc. Of these, the sale of room
constitutes a minimum of 50 percent. In other words, a hotels largest margin of profit
comes from room sales because a room once made can be sold over and over again. A
good hotel operation ensures optimal room sales to being in the maximum profit.
The room sale is dependent on, apart from several other things the quality of room
décor, room facilities, cleanliness of the room and how safe it is. The criteria by which
each guest decided whether a room is good or bad are strictly personal. To make a room
appealing to a guest is the task of house keeping which has to ensure the basic human
needs of comfort and security. Thus the personal effort the housekeeping department
makes in giving a guest a desirable room has a direct bearing on the guests experience in
a hotel


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


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

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

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


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


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

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

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


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


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


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

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

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

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


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


Page 26



Page 27



Page 28


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

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


Page 30


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


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


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


Page 33


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


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

Page 35


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

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


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


Page 38


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

House Keeping

Food & Beverage
Security
Stores

Laundry
Following department co-ordinates with house keeping:
Front Office
Personnel

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


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


Page 41


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


Page 42


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


Page 43


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


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

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


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


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


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Page 49



Page 50


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

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

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


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


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


Page 55


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

Page 56


control should begin with good housekeeping. It is important to know something about
the habits of the pests in order to take proper preventative measures and to select and
apply appropriate pest control products correctly. Using the wrong control product or
using the right product but in the wrong manner may result in unsatisfactory control.
Keep in mind that different pests may be found in different parts of the building, in
different seasons or in different years. Below a few common pests found in the hotels
and methods of their control are described.
10.3 MOTHS
Clothes and house moths are of a pale buff color and are seen flying mainly between
June and October. They are relatively small and rarely live for longer than a month.
The female lays its eggs (up to 200) in some dark, warm place on material which the
grubs (larvae) will later eat. The eggs hatch and the grubs immediately feed on the
material as they move about. When fully grown they crawl into sheltered places, spin a
cocoon round themselves become a chrysalis (pupa) and later emerge as moths to start
another life cycle. The entire life cycle (egg-grub-chrysalis-moth) varies from one month
or two years depending on the food available, temperature and humidity).
Thus it follows that the articles which most need protection from damage by moth are:
Blankets, bedding and quilts (not man-made fibers);
Carpets and under felts;
Upholstered furniture and curtains;
Stuffed animals and birds, i.e. Fur and feathers.
10.4 CARPET BEETLES
Carpet beetles are 2-4 mm long like small mottled brown, grey and cream ladybirds. The
larvae are small, covered in brown hairs and tend to rollup when disturbed. As they
grow, they mould and the old cast-off skins may be the first sign of infestation. Adults
are often seen April-June, seeking places to lay their eggs and the larvae are most active
in October before they hibernate.
The adult beetle feeds on pollen and nectar of flowers but lays its eggs in old birds‟
nests, fabrics and accumulated fluff in buildings. It is the larvae which hatch from these
eggs that do the damage by feeding on feathers, fur, hair or wool and articles made from
these substances. They tend to wander along pipes from the roof to storage cupboards
and under floorboards to carpets and under felts.
10.5 WOOD BORING BEETLES
These beetles can be likened to moths or carpet beetles, in that it is the grub, larva or
„worm‟ which does the damage to the wood. The common furniture beetle lays about 2060 eggs in cracks and crevices of unpolished wood, e.g. flooring, panels, roof timbers,
backs of wardrobes and chests of drawers. On hatching, the grub eats its way through

Page 57


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


Page 58

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