243 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 . 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 odour. 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. 11. Brush the guest’s jacket, if requested.
244 Tailor / Upholsterer 1. Mend all damaged linen. 2. Mend all damaged uniforms. 3. Refurnish all damaged upholstery handed over by the Supervisor. 4. Estimate the requirements of material and request the Linen Room Supervisor to requisition it from stores. 5. Collect material from the stores and take to the work area assigned. 6. Pre-shrink all materials which have a tendency to shrink. 7. Cut the fabric as per requirement of each particular item. 8. Check the quality of springs, in the cots and replace, if necessary under directions of the Linen Room Supervisor. 9. Fasten springs properly with strings and place the foam in position. 10. Keep the work area assigned neat and tidy. 11. Store systematically all items, i,e, needle, thread, etc.Prepare requisition for replenishment of stock and render accounts of the same. 12. Render account of material consumed and balance left over should be handed back to stores.
245 Head Gardener 1. Ensure that the prescribed landscaping is carried out in the garden. 2. Be knowledgeable about seasonality of plants and their maintenance conditions. 3. Brief on the work, schedule and allot duties to gardeners to meet daily exigencies. 4. Dig-up landscaped areas for fresh planting. 5. Procure seeds from reliable sources at least cost. 6. Procure, control and supervise the usage of manure and fertilizers. 7. Ensure that seeds planted are done so with consideration for ultimate aesthetic appeal and survival. 8. Ensure that gardeners follow the watering fertilizing and maintenance schedules, reporting any water shortage problems and suggesting alternatives. 9. Cut, prune, trim hedges, bushes, flowers to enhance aesthetic appeal. 10. Maintain nursery at optimum conditions and ensure steady supply of saplings for planting. 11. Provide the hotel with flowers, garlands, wreaths, bouquets as required. Also grow, supply and maintain indoor plants for the hotel. 12. Ensure that lawns are well maintained, healthy and kept clean at all times. 13. Train and motivate gardeners. 14. Ensure that gardeners handle garden tools and machines properly and carefully.
246 Houseman 1. Hoover carpets. 2. Shift beds, chairs, heavy furniture for cleaning carpets. 3. Beat carpets and shift from one area to another. 4. Clean swimming pool when assigned. 5. Clean all surfaces including garden paths, etc. 6. Polish all brassware. 7. Clean all windows, door and ventilators. 8. Clean and replenish linen in the floor and pool area. 9. Do all heavy cleaning like shaft cleaning, terrace cleaning, etc.
247 Gardener 1. Take daily briefing from Head Gardener. 2. Maintain landscaped area properly and also prepare for fresh planting. 3. Plant seeds and saplings as per conditions and concept prescribed. 4. Apply manure and fertilizers economically ensuring proper coverage. 5. Perform spraying of insecticides and fungicides to control or as prophylactic measure against pest and disease incidence as directed by the Head Gardner. 6. Water all gardened areas as per daily schedule and routine. 7. Maintain the nursery as instructed. 8. Cut, trim, Prune hedges, buses, flowers to enhance aesthetic appeal. 9. Prepare such flowers potted plants, wreath, bouquets, etc, as required by the Hotel. 10. Maintain indoor plants as per schedule when assigned. 11. Utilize garden tools correctly. 12. Be punctual and regular.
248 RELATIONSHIP BETWEEN HOUSEKEEPING AND OTHER DEPARTMENTS The Housekeeping Department 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. 1. Front Office Co-ordination with the Front Office is one of the crucial features of housekeeping operations. As soon as there are guest departures, t h e Front Office rings the Housekeeping Desk and reports the room numbers of vacated rooms so that Housekeeping can take them over to clean and prepare for sale. Once a room is clean, the Housekeeping Floor Supervisor rings the Front Office directly or through the Housekeeping Desk and hands over the room to front office for sale. Rooms received by Housekeeping for cleaning are called “departure rooms” while cleaned rooms handed over to the Front Office for sale are called “Clear rooms”. The promptness with which the above duty is performed enables the Front Office to have rooms ready to sell to a waiting customer. This is especially critical in hotels with high occupancies. 2. Personnel Housekeeping co-ordinates with the Personnel Department for the recruitment of housekeeping staff, salary administration, indiscipline, grievance procedures, identity cards for staff, induction, transfers, promotions and exit formalities. 3. Purchase The Purchase Department procures out-of-stock items for Housekeeping such as guest supplies kept in rooms, stationery, linen of various types, detergents, etc. 4. Engineering The Housekeeping Department and the Engineering Department literally control about 90% of the energy consumed in a hotel. The two departments can create a synergetic effect to increase operational efficiency and better control of energy consumption. A close co-ordination is necessary with Engineering which actually carries out the task of fixing out-of-order furniture and fixtures. As Housekeeping personnel are
249 constantly spread throughout the hotel, checking on various things, they originate maintenance orders for the Engineering Department to attend to. The maintenance orders could cover a number of duties such as fused bulbs, broken furniture, plumbing not functioning in guest rooms or public bathrooms, air-conditioning not working, broken fixtures, etc. To be able to ‘clear’ a room for sale to the Front Office, it is necessary that all malfunctioning items in a guest room are attended to promptly by Engineering. Hence close co-ordination / co-operation is necessary. Housekeeping would also hand over rooms to Engineering for major repairs or renovation. The latest trend among both large and small hotels is to have one manager in charge of both engineering and housekeeping. 5. Laundry This is a department that can enhance the quality of housekeeping services. The responsibility of laundry to housekeeping 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 Housekeeping on time. Housekeeping has to ensure that clean linen is issued to guest rooms, restaurants, health clubs, etc. as this directly reflects the quality and image of the establishment. If these are not received on time from the laundry, rooms would not be ready or restaurants would not open, etc. The co- ordination becomes crucial in view of the large volume of linen and uniforms that is involved. 6. Food and Beverage The restaurants and banquets constantly require clean table clothes, napkins, etc. Their staff, as well as those in the kitchen, require clean uniforms- the former because they are in guest contact and the latter due to strict standards of hygiene required in the kitchens by most governments. 7. Security The guest room is the most private place and a hotel goes to great lengths to ensure guest privacy and security. However, a guest can take advantage of this privacy by gambling, smuggling, etc. Housekeeping has to be alert to these goings-on, and seek the security department’s intervention, if necessary.
250 8. Stores Larger hotels have a House-keeping Store that stocks housekeeping linen and supplies independently. Smaller hotels may stock them in the general store except for linen which should be issued to the housekeeping department. The co-ordination with the stores would ensure the availability of day-to-day requirements for housekeeping. TYPES OF ROOMS The size and furnishing of a room solely depends on the type of the hotel and the classification of rooms. 1. Single Room A single room has a single bed for single occupancy. It is a standard room having a dressing-cum-writing table. 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. Deluxe Room This room is well furnished, carpeted a nd more suitable for single persons and small families. Deluxe Rooms are available with Single and Double beds. 4. Twin Room A room with two single beds meant for two people having only one bedside table between the two beds. 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. 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. 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.
251 8. Penthouse Suite A penthouse suite i s mostly on the highest f l o o r s o f hotel building. Penthouses are typically differentiated from other rooms b y 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 sitback. 9. Parlour A parlour 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. 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. 11. Duplex Room A set of rooms not on the same level but it is connected by an internal staircase. Generally, the parlour is at the lower level and the bedrooms are at the upper level. 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. 13. Efficiency Room It is a room with some kitchen facilities found in motels and residential hotels. 14. Cabana Cabana is generally a shelter on a beach or at a swimming pool used as a bathhouse. 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. 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
252 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. GUEST ROOM SUPPLIES Hotels provide guest with various amenities during their stay.The items supplied vary from hotel to hotel. It solely depends on the category of the hotel. The following are supplied to the guest for their pleasant stay Guest Supplies Amenities includes the cost of guest room supplies and amenities furnished to hotel guests on a gratis basis. ¾ Bath towel /Face towel /Hand towel ¾ Slippers /Soaps/ Shampoos ¾ Bath Gels/Bath Lotions /Shower Caps ¾ Dental Kits /Shaving Kits/ Sewing Kits ¾ Shoe Shines /Combs ¾ Sanitary Bags/ Cotton buds ¾ Bathrobes/ Nail files ¾ Clothes Brushes /Laundry Bags ¾ Racks Garbage Barrels/ Tissue Boxes ¾ Shoe baskets Rattan Baskets Pallets ¾ Hangers /Swizzle Sticks /Bottle Opener ¾ Gargle Tumblers /Toilet Rolls Fruit Sticks ¾ Water tumblers /Service directory /Guest stationery ¾ ‘Do Not Disturb’ cards /Bible / Ash tray ¾ Breakfast knob cards /Room service menu /Match Box/ ¾ Guest house rules
253 CHAMBER MAID’S TROLLEY A housekeeping room attendant can service the guest room with convenience, ease and speed by using the chamber maid’s trolley. The guest room necessities can be stored in the trolley, preventing the room attendant running constantly back and forth. If the trolley is kept in an orderly manner at all times. It helps in fast ordered method of work. 1. There are separate receptacles for dirty linen and garbage and this enables absolute separation of dirty from, clean which is essential and must be strictly adhered to. 2. Normally the top shelf contains all the supplies necessary like note pads, pencil / pen, other stationary, gargle glasses, emery paper, soaps, shampoo sachets, etc. 3. The first shelf has all bath linen like bath towels, hand towels, face towels, bathmats, etc. 4. The second shelf contains all bed linen like bed sheets, pillow cases / slips, etc. 5. The bottom shelf normally holds cleaning materials and equipments. If there is no bottom shelf then one can store this under the garbage bag and the laundry bag. 6. It is just as easy to keep the trolley tidy as it is a matter of the organization and its discipline. 7. At the end of one's shift one must clean the trolley and remove all garbage and dirty linen and re-set the trolley for the next day's shift. 8. When one is servicing a room one parks the trolley outside the door with the open shelves facing towards the room.Since the room attendant should leave the door open always of the room he will find it easy to remove the necessary requirements from the trolley. 9. If the laundry bag or the garbage bag has become full, then the room attendant should empty the same and put another bag for the garbage as well as empty the soiled linen from the laundry bag. 10. After the shift is over, the room attendant should collect all the garbage from the service room and dump it in the garbage room of the hotel so as to prevent odours and germs to spread.
254 11. Some hotels have linen chutes; this is like a chimney which passes through every floor of the hotel and has it's opening into the laundry room. It has a door and a locking system on each floor through which all soiled linen is disposed off. This saves time for the room attendant to go down with the soiled linen. 12. When a hotel has no chute, the dirty linen has to be collected in trolleys by the housemen and taken to the laundry department. The floors are then restocked with fresh linen by the housemen who do the transporting through trolleys. Cleaning Functions CUSTOMER RELATIONS ¾ Communicate with Guests ¾ Enter Room for Service ¾ Follow Do Not Disturb (DND) Procedures ¾ Handle Guest’s Property GUESTROOM CLEANING ¾ Stocking Housekeeping Cart ¾ Determine Order for Cleaning Rooms ¾ Perform Initial Cleaning Tasks ¾ Make Bed(s) ¾ Clean Bathroom ¾ Dust, Replenish Collateral and Perform Miscellaneous ¾ Cleaning Tasks ¾ Vacuum Room ¾ Complete Final Room Check ¾ Complete Guestroom Inspection ¾ Perform Guestroom Turndown Service PUBLIC AREA CLEANING ¾ Clean Hallways and Stairs ¾ Clean Public Restrooms ¾ Clean Front Office and Lobby Areas ¾ Clean Elevators and Escalators ¾ Clean Food and Beverage Outlets ¾ Clean Banquet and Meeting Rooms ¾ Clean Exercise and Swimming Pool Areas ¾ Clean Administrative Offices BACK OF THE HOUSE CLEANING ¾ Clean Employee Areas ¾ Clean Housekeeping Storage Areas
255 CLEANING A GUEST ROOM Rooms must be cleaned and serviced each day. All rooms should present a fresh pleasing appearance and provide comfortable conditions for those using them. Daily maintenance removes dirt, accumulation of which is dangerous for health as it forms breeding ground for germs. Day to day care encourage high standard of work. It allows the time allocated for special cleaning to be spent out to full advantage. Care has to be taken while cleaning an occupied room. The housekeeping staffs are trained to handle the guests as well the guest rooms. Second service is normally carried out in an occupied room at any time in a day if the request is made by the guest to clean the room again. Some rooms are occupied by late night / early morning arrivals by international flights. All rooms therefore require an evening service which mostly, involves preparing the room for the guest to sleep for the night and it should be done prior to the guest retiring for the night. A checked out room and the vacant room has to be cleaned and their procedures are explained briefly. Spring cleaning removes the dust and dirt that accumulates from everyday wear and tear and attends to cleaning needs identified during a guestroom inspection. It includes activities such as turning mattresses, wiping down walls and baseboards and washing windows and casements. Points to be considered While Cleaning 1) The room attendant must follow the method of work that will cause least disturbance to the guest occupying that room. 2) Must plan his work so that systematic method is followed. 3) Should work at a good speed. 4) Should work efficiently and clean more areas at a time.
256 Guidelines for checking rooms • Note what rooms must be checked so that you can try to check all rooms in one area before moving on to the next one. This will save time and energy. • Check VIP, early arrival and special request rooms first. • Record your inspection on the appropriate checklist, in case these need to be referred to later. • Check the room in a logical manner, either according to your checklist, or using the “around the room” approach to avoid missing items or areas. • When checking, think of what the guest will see (behind closed doors, ceilings when lying in the bath or the bed, marks on mirrors, missing hooks when curtains are closed, underneath soap dishes, outdoor or balcony areas). • Use as many of your senses as possible – sight, touch or feel, smell, hearing or sound. • Always carry air freshener with you. • Report problems, faults or shortages immediately, according to your procedures. • Vacant ready rooms must be reported immediately, according to your procedures. • Room attendants must report or log maintenance faults identified while servicing rooms. • Inspections of completed rooms should log and record maintenance faults. • Guest maintenance request cards should also be dealt with promptly, and recorded or logged according to procedures. • Supervisors or housekeepers should always follow up frequently to check that repairs have been done. • Maintenance requests can be recorded in maintenance log books, on duplicate request forms, or on job cards. • Requests should contain the following information: Date, room number or area, description of problem, who reported the fault, time etc. The completed job should be dated and signed by the relevant member of maintenance. • Housekeeping should always have access to copies of maintenance requests so that they can follow up and check that jobs have been completed. Items or equipment sent externally for repair should also be logged in the appropriate book or document, so that you have records of where equipment is,
257 how long it will be out of service, etc. • Incomplete or unsatisfactory repairs should be reported back to maintenance immediately, and the appropriate documents completed. • Follow your procedures for dealing with unresolved maintenance issues. • In some cases, external providers or contractors may be responsible for repairing items. They should be contacted immediately so that items can be returned for repairs. • Do not sign job cards or orders for incomplete work. • Report ongoing problems to your superior, according to procedures. DAILY CLEANING OF OCCUPIED ROOMS Care has to be taken while cleaning an occupied room.Because all guests are not the same. Most of the guest would expect certain discipline from the housekeeping staffs. And, therefore, the housekeeping staffs are trained to handle the guests as well the guest rooms properly. Procedure for Entering a Guest Room 1) Before starting the cleaning, the room attendant should see the status of all the rooms from the lot of rooms allocated to him. 2) The room attendant can prioritize rooms to be attended to first on the basis of immediate needs; 'clean my rooms', and finally other occupied rooms. 3) For occupied rooms, look whether the room has a 'do not disturb' card on the door knob. If it does, then go to the room which does not. 4) Knock at the door firmly with the index finger knuckle announcing clearly 'housekeeping'. When there is no answer, repeat the knock after 10 seconds announcing you as before. 5) If there is, still no answer; open the door with the floor master key. Push the
258 door again; knock announcing inside the room 'housekeeping'. 6) When there is no reply and one is relatively sure that there is no one in, open the door wide and keep it that way till the entire cleaning cycle in the room is completed.
259 Procedure for Cleaning a Guest Room 1) Switch off the room air-conditioner or heating. Draw all curtains and open the windows for airing the room. 2) Remove soiled linen from beds and bath. Shake out the linen to ensure that no guest articles are lost in the folds of the linen. Put the soiled linen in the linen hamper/laundry bag provided on the chamber maid's trolley. 3) Check for maintenance requirements and report the same to the control desk and enter in the room check list. 4) Contact room service to remove used "trays and glasses”. 5) Turn the mattress side-to-side on succeeding days followed by end-to-end turning. Smooth out the mattress and air it. 6) If vacuum cleaning is not available, brush the carpet first to enable the dust to settle while doing the next task. 7) Empty all ashtrays and waste paper baskets. 8) Pick up guest clothes and hang in the closet or place in the wardrobe. 9) Clean the bathroom and replenish all the required supplies. 10) Collect all loose articles and magazines and other guest papers and stack them neatly on the writing table. 11) Clean all surfaces in single circular motions with a dry cloth. Use a hand dust pan to collect any unwanted matter on the surfaces without lifting dust in the air. Ensure that all surfaces are spotlessly clean. Pay special attention to nooks and corners especially those points that may not obviously be visible to the guest eye. 12) Use a stiff upholstery brush or vacuum cleaner on upholstered furniture arms, back and seats. 13) Replace, if necessary, stationery as prescribed by the management. The number of items must exactly be as per standard. 14) Dust and replace each item on the dresser, bureaus and desks. Special attention must be given to the display of publicity material as prescribed by the management.
260 15) Clean lamp shades with a clean dry duster. Lift lamps and clean under the base. Replace lamp if damaged and adjust the shade. 16) Disinfect the telephone in the room and the bathroom with Dettol. Wipe balance of the telephone with a damp cloth. Then check phone for the dial tone. 17) Clean mirrors with a dry cloth first and then with a damp newspaper to make it sparkling. 18) Dust closet, shelves, hangers and rods. Brush the closet floor. Supply new laundry bags and replace the missing hangers. Replace drawers / shelves with paper liners, if required. 19) Dust both the sides of the room doors, head board, window sills, inside and outside of the window rails, top of the radiators and air-conditioning units. 20) Close the windows. 21) If vacuum cleaner is available then vacuuming of carpet should be done at this stage, instead of brushing the carpet as mentioned earlier. 22) Arrange furniture properly, if necessary. 23) Switch on the air-conditioning or heating on the minimum temperature for a departure room or at the same temperature the guest has left for an occupied room. 24) Have a last look at the room referring to the check list for completion of work and exit the room closing the door behind.
261 Procedure for Cleaning Bathroom 1) Cleaning activity starts from the ceiling downwards to the floor. Floors are cleaned from the wall farthest to the door to the exit. 2) Open all windows and exhaust vents. 3) Shake out all soiled bathroom linen, e.g. towels, bathmat, etc and deposit in the linen hamper / laundry bag provided on the chamber maid's trolley. 4) Collect the trash from all the ashtrays, sanitary bins, and waste paper basket and deposit it into the garbage bag provided on the chamber maid's trolley. 5) Clean the ceiling and air-conditioning vents for cobwebs 6) Wipe off light bulbs and shades with a dry cloth. 7) Wash the bathtub and surrounding tiles and wipe dry. Wipe the shower curtain from both sides with a wet sponge and ensure that all are free from any water marks. 8) Clean the mirror, (with a dry cloth then wipe using a wet folded newspaper and then again with a dry cloth). 9) Scrub dry the areas surrounding the wash basin and the counter. 10) Scrub the toilet bowl and bidet using the special brush / Johnny mop. Ensure that it is dry and spotless inside. Clean the seat, lid and the outside of the toilet bowl and put a disinfectant solution inside. SECOND SERVICE Second service is normally carried out in an occupied room at any time in a day if the guest requests to clean the room again. Only light cleaning is done in such cases. Sometimes, guest has a meeting or a get together functions etc. in the room and he wants his room to be cleaned after the so-called function is over. The second service method is as follows: 1) Remove empty bottles and other room service equipment from the room.
262 2) Pick rubbish from the floor. 3) Arrange the furniture as required. 4) Dust the room where ever necessary. 5) Check the bathroom floor, make it dry, if needed. Flush the toilet bowl and dry the area around the sink. 6) Use air freshener, if required. 7) Replace toilet soap, paper & linen, if necessary. 8) Replenish room stationary, if necessary. 9) Replace water tumblers and refill the water flask with fresh water, if necessary. EVENING / TURN DOWN SERVICE In hotels, normally the bulk of room cleaning should have been done in the morning shift. The exception would be rooms 'with the 'do not disturb' sign. Some rooms are occupied by late night / early morning arrivals by international flights. All rooms therefore require an evening service which mostly, involves preparing the room for the guest to sleep comfortable for the night and it should be done prior to the guest retiring for the night. In this service, the bed is made for night, the room is cleared and soiled bath linen is replaced. 1) Knock at the door and enter the room as per the procedure mentioned earlier. 2) Switch on the lights and ensure that all the light fixtures are working. 3) Draw the heavy curtains. 4) Hang guest clothes if lying around.
263 5) Take off the bedcover, fold neatly and store in the wardrobe, either in the topmost shelf for in the lowermost shelf 6) Fold one corner of the blanket to enable the guest to slide in to the bed. 7) Place the breakfast knob order card along with a chocolate / cookies / sweet as prescribed by the management on the pillow. 8) Remove soiled glasses and bottles if any. Replenish fresh glasses and fill in the water flask with drinking water. 9) Empty and clean ashtrays and waste paper baskets. 10) Replace soiled linen - bed and bath if required. 11) Replenish missing toiletries and other supplies. 12) Set climate control as directed. 13) Turn out all the lights except the night lamp/ passage light as prescribed by the management. 14) Before leaving the room, give a final glance then lock the door properly, and proceed to the next room. CLEANING A CHECKED OUT ROOM A check out is a room the guest has departed from; so there are none of his belongings there and it has to be prepared to re-let another guest. 1) The room has to be cleaned first before cleaning the bathroom because the room attendant may take water from the bathroom ending up in splashing of water resulting in re-cleaning the bath room 2) First open the curtains, arrange neatly and adjust lighting.
264 3) Empty and clean ashtrays and waste bins. 4) Strip and make the bed, clean inside drawers and cupboards, putting in correct supplies at the same time. 5) Dust and clean the furniture followed by mirrors and pictures cleaning. 6) Put all the correct supplies, clean the mini fridge from inside and outside. 7) Remove any stains on the carpet and/or walls, or windows. 8) Vacuum clean the carpet and arrange furniture correctly. The bathroom cleaning procedure is the same as explained in section DAILY CLEANING A VACANT ROOM Rooms must be cleaned each and every day even if it is vacant. Day to day care encourage high standard of work. It allows the time allocated for special cleaning to be spent out to full advantage. 1) Leave the front door open; make work sign "no" on the door. 2) Place the trolley standing in corridor outside the room to be serviced. 3) Ventilate the room. Open all the doors and windows. 4) Switch off the air conditioner or heating system 5) Remove soiled linen, used crockery and any other rubbish. 6) Airing of bed and making it. 7) Dusting the furniture. 8) Disinfect the telephone mouthpiece, check for dial tone. 9) Clean the carpets and dusts on the surroundings.
265 10) Cleaning of furnishing arrangements and appearance of the room. 11) Switch on the bathroom light, dry the floor if wet, wipe down the walls, windows with dry dusters, occasionally damp duster is also used. 12) Use detergent for cleaning wash basin and dirty surfaces. 13) Check for plumbing faults like leakage, faulty flushes, and electrical faults and exposed wires. 14) Replace bath linen and also complimentary items namely toilet soap, shampoo. 15) While working around the room checks for damages to the furniture's, walls, windows and other fittings. 16) Replace the complimentary items like match boxes, stationers, etc. 17) After final check up draw the curtains place the DND card on the outside knob of the door 18) Vacuum the floor finish at the door. 19) Give a final check and remove the sign "no".
266 DIRTY DOZEN There are certain areas in the room or bathroom which may be forgotten or invisible to the room attendant and tend to accumulate dust. Such areas are normally hidden from a guest's eye. However, its cleanliness reflects the standard of cleaning of the hotel. Experience shows that the following areas are overlooked and appropriately called the 'dirty dozen'. 1) Air-conditioning ducts and diffuser grills. 2) Top of the door edges and ceiling. 3) Top of picture frames. 4) Area above pillow racks. 5) Rear surface of doors. 6) Interior surfaces of drawers 7) Beneath the grab-bar and dresser table. 8) Behind the WC bowl- the S-trap. 9) Faucet nozzle filter. 10) In the toilet roll niche. 11) Under bathroom counters 12) Toilet vents.
267 SPRING CLEANING Spring cleaning removes the dust and dirt that accumulates from everyday wear and tear and attends to cleaning needs identified during a guestroom inspection. It includes activities such as turning mattresses, wiping down walls and baseboards and washing windows and casements. The dirty-dozen can also be perfectly cleaned. Routine cleaning can maintain a guestroom's fresh and spotless appearance for a period of time. But after a while, a room will need deep cleaning. In some properties, deep cleaning is done by room attendants on special project basis; others use teams in which each employee does a particular deep cleaning task. Spring cleaning tasks 1) Flipping and rotating mattresses. 2) Shampooing carpets. 3) Removing soil and stains from wall coverings and baseboards. 4) Washing windows, casements, and shades. 5) Dusting high and hard to reach areas. 6) Cleaning vents and fans. 7) Vacuuming under furniture that requires heavy moving. 8) Cleaning and vacuuming drapes. Cleaning carpet edges. 9) Washing sheer curtains. 10) Washing lampshades
268 Bed Making Bed Sizes Beds come in a wide array of shapes and sizes. Most countries have a standard set of four sizes of mattresses. While the Double size appears to be a standard among English speaking countries, based on the imperial measurement of 4 ft. 6 in. by 6 ft. 3 in., the sizes for other bed types tend to vary. The European sizes differ; and their measurements are based on the metric system. Standard Sizes of Bed Modern manufacturing conventions have resulted in a limited number of standard sizes of commercial bedding for mattresses and box springs. They vary with the country of origin. U.S. Sizes: Twin Extra Long 38 × 80 in (0.99 × 2.03 m) this size is fairly popular in college dormitories. Three Quarter 48 × 75 in (1.22 × 1.90 m) often (47-48) X 72 in. This size is considered obsolete by the major manufacturers. Super Single 48 × 84 in (1.22 × 2.13 m) Olympic Queen 66 × 80 in (1.68 × 2.03 m) a novelty size by Simmons. California Queen 60 × 84 in (1.52 × 2.13 m) Eastern King 76 x 80 in (1.93 x 2.03 m) An alternate name for a U.S. King. California King 72 × 84 in (1.83 × 2.13 m) A common size on the West Coast of the United States. Also called a Western King, West Coast King, or WC King. Long King 72 x 104 in (1.83 m × 2.64m) U.K. Sizes: Small Single 30 × 75 in (0.76 × 1.91 m) Super Single 42 × 75 in (1.07 × 1.91 m)
269 Small Double 48 × 75 in (1.22 × 1.91 m) also called three quarter Normal Double 54 x 75 in (1.37 x 1.91 m) European Sizes: Normal Size 80 cm bed or 80 x 200 cm bed. Extra Small Single (30 × 79 in) 0.75 × 2 m Small Single (31 × 79 in) 0.8 × 2 m Large Single (39 × 79 in) 1 × 2 m BED MAKING Bed making is the technique of preparing different types of bed to make a guest comfortable or his/her position suitable for a particular condition. Learning the proper procedure for making a bed helps to ensure the guest’s comfort and sense of well-being. The bed is an important part of the guest’s hotel environment. ¾ Remove soiled sheets and pillow cases and shake out individually. Check linens for dentures, hearing aids, jewelry, glasses, face tissues, or anything else belonging to the guest before stripping the bed. ¾ Turn the mattress side-to-side on succeeding days followed by end-to-end turning. Smooth out the mattress to air it out. ¾ Shake out the mattress protector and relay it on the mattress. Change the protector that is soiled or smelling. ¾ Open out the fresh lower sheet evenly and puck it securely at the head, foot and the sides. ¾ Open out fresh top sheet and distribute it evenly over the lower bed sheet. Ensure that the laundry creases are in the same line as the inner sheet for even distribution. The sheet hem should be evenly pulled up to the headboard. Tuck this sheet at the foot. ¾ Open out the blanket and place it evenly on the top sheet using the crease as described earlier for even distribution. Ensure that the blanket labels are
270 at the foot. ¾ Pull the blanket 4 inches from the headboard. ¾ Fold the top sheet, at the head of the bed over the blanket and fold the ¾ sheet and blanket once again. ¾ The blanket and the top sheet are together tucked uniformly on both sides while the comers at the foot of the bed are neatly mitered. ¾ Cover pillows with fresh pillow slips. Fluff the pillow and even out pillow slips to look neat and tidy. Since pillow slips are larger than the pillow the excess slip should be neatly folded downwards. The side of the pillow which has the fold should be away from guest view. ¾ Cover completed bed with the bed spread / bed cover ensuring that it is right side up and is falling evenly all around the bed. Keep extra bed spread toward the headboard to crease in between the pillows so as to make the bed look appealing. ¾ The bed spread corners should be aesthetically done. Put spare blankets in the upper most shelf of the wardrobe in case required by the guest. Blankets are folded in such a manner that the hotel logo appears on the top.
271 Public area cleaning Clean Hallways and Stairways Hallways and stairways are cleaned daily Deep cleaning tasks (e.g., cleaning carpets, etc.) are performed on scheduled basis. 1. High dust (e.g., ceiling, walls, door vents, etc.) on regular basis according to property policy and procedures. 2. Dust all horizontal surfaces. 3. Dust all light fixtures and replace or report burned out lights. 4. Clean and empty ashtrays and ash urns. 5. Pick up trash and empty trash cans. 6. Sanitize telephones. 7. Clean (e.g., vacuum, dust mop, damp mop, etc.) floor. 8. Perform required floor maintenance on scheduled basis. 9. Clean baseboards beginning at one point in hallway and work down one side of hallway and back to starting point. 10. Wipe away smudges and marks on walls and doors. 11. Note conditions of emergency exit lights and report any damage or problems to supervisor. 12. Clean front and back of exit door and check to see that it properly opens and closes. 13. Clean fire extinguisher cabinets and other fixtures.
272 14. Report any damage to supervisor 15. Spot clean carpets as needed. 33 SENT CTERIPULIC ESTROOMS Cleaning Public Restrooms Public restrooms are cleaned twice daily, once in morning and once in evening. Frequency of cleaning may vary depending on customer usage and property policy and procedures. PERFORMANCE ELEMENTS 1. Check to see that bathroom is vacant. Knock on door first and announce “Housekeeping,” and wait for response. After three announcements, it is assumed safe to enter. 2. Prop door open when entering, and place an approved floor sign at entrance. 3. Flush toilets and urinals and apply appropriate cleaner/sanitizer before attending to other tasks. 4. Empty trash containers, sanitize and reline with new bags. 5. Wipe down mirrors with cleaning solution leaving mirror free of streaks. 6. Empty and clean out ashtrays, urns and individual stall units. 7. Clean basins, checking drain traps for hair and debris. 8. Clean counter tops, checking for stains and damage. 9. Wipe fixtures with cleaning/sanitizing solution and damp rag and then polish bright work. 10. Wipe dry sinks and surrounding countertops and then polish. 11. Clean toilets and urinals using bowl brush and clean rag for each fixture. 12. Wipe and polish handles on toilets and urinals. 13. Clean partitions using spray bottle containing cleaning/sanitizing solution and a damp cloth or sponge.
273 14. Wipe down wall with appropriate cleaning solutions depending on type of surface. Remove any graffiti. 15. Restock dispensers for toilet seat covers, toilet paper, tissue, paper towels, and soap. 16. Wipe and polish dispensers to remove any surface marks or smudges. 17. Sweep all exposed floor areas and baseboards. 18. Reassemble all cleaning supplies and return to cart. 19. Mop floor using clean warm water and an appropriate amount of cleaning/sanitizing solution. 20. Rinse floor, wringing out mop frequently. 21. Give one final visual check before leaving. 22. Move floor warning sign when floor is dry. 23. Report to maintenance any conditions that need attention. PERFORMANCE ASSESSMENT CRITERIA 36 CLEAN FRONT OFFICE AND LOBBY AREAS.
274 Clean Front Office and Lobby areas Front office and lobby are cleaned daily. Deep cleaning tasks (e.g., carpet shampooing, tile care, stone surface maintenance, etc.) are performed on scheduled basis. PERFORMANCE ELEMENTS 1. Complete high, middle and lower dusting requirements. 2. Clean and empty ashtrays and ash urns. 3. Pick up trash and empty and sanitize trash cans. 4. Clean and sanitize telephones. 5. Clean and polish water fountains. 6. Vacuum carpets and spot-clean. 7. Vacuum upholstered furniture. 8. Clean/sanitize handrails. 9. Set up wet floor signs prior to mopping floors. 10. Dust mop/damp mop hard surface floors. 11. Clean hard surface floors. Refinish floors on regular basis according to PM Schedule. 12. Clean mirrors and glass table tops. 13. Spot clean carpets and upholstered furniture as needed. 14. Step out of way if guests approach; greet guests.PERFORMANCE ASSESSMENT CRITERIA 38 CLEAN ELEVATORS AND
275 Clean elevators and escalators Elevators are cleaned daily and monitored throughout day for debris, etc. PERFORMANCE ELEMENTS 1. Take elevator/escalator out of service and set up signage. 2. Clean elevator. a. Dust ceiling and lights. Note burned-out light bulbs. b. Dust all surfaces with dust cloth or damp cloth followed by clean, dry cloth. Work from top to bottom. c. Clean insides of elevator doors. d. Remove gum and tar from elevator floor, and remove spots from carpet. e. Vacuum carpeted elevators. f. Clean floors in elevators using dust mop, vacuum and/or attachments and damp mop. g. Clean door tracks with vacuum crevice tools or small toy broom. Polish periodically with steel wool. 3. Clean escalator. a. Dust all surfaces, including sides, with dust cloth or damp cloth followed by clean, dry cloth. b. Remove gum and tar from escalator. c. Wipe handrails of escalator with wet sterilized cloth. d. Use special equipment to clean and polish treads when provided by property. 4. Place all cleaning supplies back on cart. 5. Place elevator/escalator back in service.
276 6. Close door and clean outside of door; spot clean wall near elevator request button. 7. Report any burned out bulbs, etc., to maintenance. 39 PERFORMANCE ASSESSMENT CRITERIA 40 CEAN FOODD BEVERAGE Cleaning Food and Beverage outlets Food and beverage outlets are cleaned daily. Stripping and refinishing of floors and extraction of carpets are performed on scheduled basis or as needed. Carpet is spotted daily. PERFORMANCE ELEMENTS 1. Prepare room for cleaning by turning on lights, opening window treatments, and posting proper signage. 2. Pick up trash, empty and sanitize trash cans. 3. Clean seats, table legs and chair rails. Spot seats as needed. 4. Clean table bases. 5. Sweep edges of carpets and hard floors. 6. Dust furniture and fixtures and clean glass surfaces. 7. Remove food residue and spills from carpets. 8. Move chairs away from table. Spot and vacuum carpets. Clean hard floors. 9. Clean window treatments, light fixtures and other pieces of furniture paying close attention to small grooves and other places where dust collects. 10. Follow carpet care schedule.
277 11. Report/replace burned-out light bulbs and report maintenance problems to appropriate personnel. 41 42 CLEAN BANQUET AND MEETING Clean Banquet and Meeting Rooms Banquet and meeting rooms are cleaned and straightened according to property policy and procedures. All banquet and meeting rooms are cleaned immediately after function. ERFORMANCE ELEMENTS 1. Spot-clean walls. 2. Wipe windowsills where applicable. 3. Clean light fixtures and replace burned-out bulbs according to property policy and procedures. 4. Dust and polish furniture. Spot-clean upholstery as needed. 5. Clean and sanitize telephones. 6. Clean hard floor surfaces. 7. Move chairs away from tables and vacuum carpeted area; spot-clean as needed. 8. Gather cleaning supplies. 9. Perform final inspection according to property policy and procedures before exiting room. 43 Banquet and meeting rooms are clean and ready for next meal or function. 44 CLEAN EXERCISE AND
278 Clean Whirlpool, Sauna and Swimming Areas Swimming pool and exercise areas are neat, clean and free of wet towels and soiled linen. Clean towels and linens are available. Swimming pool and exercise areas are cleaned once or more daily depending on use. PERFORMANCE ELEMENTS 1. Collect wet towels and soiled linen. 2. Empty and clean ashtrays. 3. Empty and clean trash receptacles and replace liners. 4. Clean glass areas. 5. Clean wall areas. 6. Sweep and mop hard floor surfaces. 7. Clean and straighten lounge furniture. 8. Restock towels and linen. 9. Vacuum carpeted areas. 10. Report to supervisor any unsafe or damaged conditions. 45
279 Cleaning administrative offices Administrative offices are cleaned according to property policy and procedures. Skill is performed on daily basis. Some cleaning tasks (e.g., window cleaning) are performed on weekly or monthly basis and/or as needed. Nightly cleaning varies depending on size and number of offices. PERFORMANCE ELEMENTS 1. Knock before entering the office and pick up debris and empty trash cans and ashtrays. 2. Spot-clean wall areas. 3. Clean windows and window treatments according to property policy and procedures. 4. Dust furniture. 5. Clean and sanitize telephones. 6. Arrange furniture but avoid moving or rearranging any items on desks or work surfaces. 7. Sweep or vacuum floor. 8. Gather all cleaning supplies and exit office, closing door and checking to make certain it is locked. 9. Clean door hardware and surrounding area. 10. Check and report any burned-out light bulbs to appropriate personnel. 47
280 Clean Other Areas Employee areas are free of dirt, grime and dust. Employee areas are cleaned daily with deep/rotational cleaning tasks (e.g., steam Extraction of carpet soil, stripping and refinishing of floors) performed on a Scheduled basis. PERFORMANCE ELEMENTS 1. Clean elevator. a. Take elevator out of service post appropriate signage. b. Sweep and damp mop elevator. c. Place elevator back in service. 2. Clean service corridor. a. Pick up debris and empty trash. b. Clean corridor floor. 3. Clean employee dining room by picking up debris and straightening contents. a. Remove food residue and spills. b. Move chairs away from table. c. Clean floors. 4. Clean and sanitize employee restroom. a. Check to see if restroom is vacant. Knock on door first and announce “Housekeeping,” and wait for response. After three announcements, assume it is safe to enter. b. Prop restroom door open when entering and place an approved floor sign at entrance. c. Apply appropriate cleaner to toilets and urinals before attending to other tasks. d. Pick up any debris and empty trash cans. e. Wipe down mirror with cleaning solution and dry, leaving it free of streaks. f. Clean and sanitize basin and countertops using a sanitizing solution. g. Restock and clean dispensers. h. Clean and sanitize toilets and urinals using bowl brush, and polish bright work. i. Clean and sanitize handles on toilets and urinals.
281 j. Clean and sanitize all exposed floor areas and baseboards. k. Reassemble all cleaning supplies and return to cart. l. Remove wet floor warning sign when floor is dry. 5. Clean general storage area. a. Prop open door to storage area to be cleaned. b. Pick up debris and trash. c. Clean exposed floor in storage area. d. Close and lock storage area door. 6. Clean back of house floors as needed. PERFORMANCE ASSESSMENT CRITERIA Clean housekeeping areas Housekeeping areas are cleaned according to property policy and procedures. Cleaning housekeeping areas is performed on daily basis. PERFORMANCE ELEMENTS 1. Clean linen and uniform area. a. Organize linens/uniforms. b. Clean linen room floor. c. Dust any furniture and shelving in linen room. 2. Position housekeeping carts for ease in restocking. 3. Clean housekeeping storage area floors as needed. PERFORMANCE ASSESSMENT CRITERIA 51
282 Pest Control Pests are potential carriers of disease and bacteria. Pests may also do serious damage to areas, furniture, fabrics or equipment. Any sign of pests will result in loss of reputation for the organisation, and potential loss of business and revenue. Types of pests • Flies • Cockroaches • Ants • Rats • Mice • Bed bugs/lice • Beetles • Fishmoths Signs of pest infestation • Droppings • Eggs • Teeth marks or signs that rats and mice have been gnawing on furniture/boxes/pipes/cables/carpets or food • Cracks or holes in walls/floors • Broken fly screens • Rats/mice normally attract flies • Blood spots on sheets due to bed bug bites • Holes in curtains or fabrics
283 Reporting infestation • Any area where signs of pest infestation are found should be immediately cleaned and tidied, and the problem should be reported to your supervisor, and then dealt with according to your establishment’s organisational requirements. • Each staff member is responsible for maintaining correct levels of cleanliness in order to deter pests. • Any sign of pest infestation must be reported to your supervisor who will then block off the room. • The room must be properly cleaned and a pest control company notified to come and fumigate the room plus adjacent rooms. • Most establishments maintain contracts with specialist pest control companies, to ensure that all areas are monitored and fumigated regularly. Tips on the prevention of pests • Keep working areas clean • Check areas thoroughly and regularly • Be on the constant lookout for telltale signs • Deny them access to food/food preparation areas • Pest control should be preventative to avoid possible infestation • Only use professional operators for pest control Ensure that pest control contractors service the establishment according to agreements, and that products are effective in prevention or elimination of pests.
284 Linen and Uniform Room The term “linen” includes all fabrics that is used in the hotel. 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. 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 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 Types of linen: Food and beverage linen • Napkins/Serviettes • Tablecloths • Pot mitts • Tea towels • Overlays • Waiters cloths • Table skirting Rooms linen • Bedspreads • Valences/bedfrills • Blankets • Sheets • Pillow cases • Under blankets • Waterproof sheets • Pillow liners • Dressing gowns/robes • Bath towels • Face cloths
285 • Hand towels • Bathmats • Cleaning cloths • Staff uniforms • Duvets and duvet covers Activities of the Linen Room 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. Despatch The time for off-premises laundry despatch 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.
286 7. Storage The amount of space to be allocated for storage depends on the size and type of operation and the quantum of linen supplies. When designing the storage space for linen it is necessary to consider the type of shelves required, the method of storage as well as hygiene and safety factors. 8. Repairs and Alteration Damaged items are mended by stitching or darning. Alteration of uniforms for correct fit is usual. Condemned linen is converted into useful items called cut-downs / makeovers. 9. Distribution to Various Departments This is generally done on a clean-for-dirty basis. Some hotels use other systems of exchange such as topping up or a fixed issue based on expected occupancy. In some hotels specific timings are fixed for issue of linen. 10. Stock-taking and Records Many records are entered on a day-to-day basis for the exchange of linen between the linen room, laundry and floors / departments. Purchase records are essential and records of condemned linen and makeovers are usually maintained. Periodical stocktaking is carried out and the annual stocktaking is recorded in the stock register, thereby providing the value of linen as an asset. Stock records also help generate purchase orders for replacement of lost or condemned articles. 11. Security It is important that the access to the linen room is restricted so as to prevent misuse and pilferage and to guard against fire breakouts. Linen room is strictly a nonsmoking area. Hours of Operation of Linen Room This varies from one organization to another but is usually from 7 a.m. to 7 p.m. or at least for 10 hours in the day. In the event of an urgent requirement of linen during the night, the Duty Manager or the Night Houseperson may supply the items from an emergency store or from the main Linen Room and leave a note with details of what has been removed.
287 Location of the Linen Room The linen room is generally located: ¾ adjacent to the laundry if on-premises, usually with an interconnecting door between the rooms, ¾ near the service entrance if the laundry is off-premises, ¾ near the service elevator for easy transportation to various units, ¾ away from the food production area to avoid a fire hazard as well as prevent linen from absorbing food odours, smoke, soot and dampness. Linen Room Requirements The following are the requirements of the linen room: ¾ storage shelves both open and closed ¾ hanging space ¾ reserve Stock storage ¾ drop counter for exchange of linen (stable-type door) ¾ trollies for transport of clean linen ¾ soiled linen hampers ¾ Linenkeeper’s desk and storage space for records ¾ telephone and computer ¾ stepladder ¾ storage for materials required to clean the room ¾ sink and drying rack (optional) ¾ iron and ironing board ¾ area for accumulation of soiled linen ¾ area for receiving laundered linen ¾ area for sorting and counting of linen ¾ sewing section ¾ work tables (with table tops in contrast to white)
288 Linen Room Procedure Receiving dirty linen • Check that the documentation is correct, and that all items handed in are recorded correctly • Issue the same clean linen as the dirty linen handed in, according to size, number and type • Staff should be familiar with the different linen types issued to different departments or rooms; for example, suites may use different linens to standard rooms. • All dirty linen must be checked for stains, tears or damage • If clean is issued for dirty, issue sheets must be completed accurately to show exactly what and how many items have been issued. • Documentation should record who received linen, and who issued so that discrepancies can be traced to those responsible • Staff must record all torn, stained or damaged linen according to procedures and on the appropriate document. This linen must be set aside for the attention of the supervisor or housekeeper. • The supervisor or housekeeper must check linen received and linen issued on a daily basis to ensure procedures are being followed. It is important to keep records of the quantity, quality and type of linen received so that this, when being issued will balance and stock levels will remain consistent. Receiving clean linen • Deliveries of clean linen should be checked against delivery documentation for quantity and type. • Documentation should only be signed if all items listed have been delivered. • Delivery documentation should only be signed in all linen is clean and free from marks, stains, tears etc. All discrepancies or damage should be reported to the supervisor or housekeeper, and recorded according to procedures.
289 Checking All linen must be inspected for the following: • Thoroughly clean • No stains, lint, marks or spots • No frayed or worn edges • No tears or broken seams, loose stitching, frayed labels • Fresh smelling • No signs of mould or mildew • No signs of fading Staff must be aware of the standards of the establishment, and must make sure that all linen consistently meets these standards. Staff must be trained to actively check linen during all stages of handling: • when issued from the linen room or store • when in use • when stripping or making up beds • when replenishing bathrooms • when collected from rooms or departments • when received from the external laundry Any discrepancies with the presentation of the linen supply must be reported immediately to the supervisor or housekeeper, according to your organisational requirements. Linen damage Cause Solution Torn bed linen Haste or carelessness when changing beds Staff training Mouldy linen Damp linen handled incorrectly Quick and efficient dispatch of damp linen Torn and stained towels No thorough inspection for quality control Proper quality control procedures Folds in tablecloths Incorrect folding and storage Linen must be folded and stored in line with organisational requirements Thin, worn linen Insufficient stocks of linen, resulting in excessive laundering Purchase/hire of extra linen to avoid over-use
290 Storage areas Each establishment will provide a separate area for the storage of clean linen • Clean store rooms and storage areas regularly according to company procedures – including floors, walls, shelves and ceilings. • Floors and shelves must be free of rubbish. • Food or drink products should never be eaten or left in store rooms. • Store linen separately from other stock. • Clean linens direct from the laundry should be stored on different shelves from items laundered earlier. This will allow linens to “rest” before being re-used. • Pack linen neatly on shelves according to type, size and use • Stack linen safely – heavier items should be placed on lower shelves, and stacks should not be so high as to cause possible accidents or injury • Store rooms must have good ventilation • Store rooms must have sufficient lighting Store rooms must have lockable doors It is important that you keep this area clean and tidy for the following reasons: • Team members will be able to find linen more easily if it is correctly and neatly stored in the designated area • Rubbish or other objects left lying around may cause an accident • Pests will be attracted by rubbish and food • Other departments in the workplace may pick up the wrong linen if it is not stored in the correct area • Stocktaking of linen will be much quicker if the storage area is tidy and well organised • Linen may become lost or stolen if it is not stored correctly or the area is not tidy • Linen is less likely to be damaged if stored in clean and tidy storage areas • Inventory control & ordering will be made easier • Correct storing and stacking of items will reduce the chance of an accident or injury • Team members will be able to find linen more easily if it is stored in the designated area. Issues • Staff must be familiar with par levels set by the establishment so that the correct quantity of linen can be issued on a daily basis e.g. the hotel may
291 provide white towels for the guest rooms, but use larger blue towels for the pool area and maybe cream coloured towels for the public rest rooms. • daily linen issues will depend on occupancy. daily reports will indicate how many rooms have been occupied, how many are stayovers, how many are departures, and how many arrivals are expected for the day. • Issue accurately according to linen required. • Check the quality of all linen issued. • Issue “clean for dirty” to ensure that extra linen is not being handed out. • Record all daily issues according to your procedures and documentation • Check that items have been counted correctly, and that the correct amounts and types are recorded on your issue sheets. • Guest requests for extra linen should also be recorded on daily issue sheets. Control of Linen Stock Taking It is an essential activity that must be carried out at regular intervals. Any discrepancies should be accounted for and adjusted in the records. It is an operational necessity in order to be able to predict future requirements. Stocktaking acts as a control measure by highlighting discrepancies, thereby prompting investigation. It also acts as a deterrent against pilferage. It also ensures rotation of stocks as well as helps to generate purchase orders as replacements to cover shortages. Procedure for Linen Stock Taking: Departments concerned must be intimated at least one day in advance. All linen must be counted on the same day or at least the similar type linen is counted at a time (Room Linen is separated from F & B Linen), so as to prevent ‘borrowing’ to make up deficiencies. A convenient time is chosen when all linen movement can be halted without causing too much of a problem to the operations. Stock taking A linen stock take is done in order to check the amount of linen held in stock. How often you do a linen stock take will be determined by your establishments organisational requirements. The figures from the linen stock take are used to determine the amount of new linen that may be needed as well as linen losses. To maintain consistency in stock taking, the following rules apply:
292 • Stock taking should be completed on the same day that it is started • Designated, authorised staff must be responsible for taking stock • Two or more staff should present in an area when counting and recording stock • Linen in all departments should be accounted for • Damaged linen should be recorded • Staff counting linen should do so carefully and accurately • Allow for linen that might not be on the premises, e.g. at an external laundry service Par stock levels Par stock levels refer to the minimum amount of linen needed for each area of your establishment. Par levels will vary between establishments and are based on the following: • Size of the establishment • Standard being set by the establishment • Budget allocation afforded to linen • Whether linen is laundered internally or externally • Par stock levels will vary for different items – for example, par one linen stock will be calculated according to what linen is needed in all guest rooms at one time, par two for a second complete set of linen, and par three for a third set of linen in storage areas. Par levels will depend on the laundry cycle, and the length of time needed to return linens to guest bedrooms. • Identify the required par stock level for each item (the number of items you must have to support daily, routine housekeeping operations), A typical par level for a standard guest room may be: • Two bath towels plus two hand towels • Two face cloths • One bath mat • Two sheets, one fitted, one flat • Four pillow cases • Two blankets and one bedspread