Your Complete Guide To Manage Hotel

293 Linen Stock Rotation • If items are not rotated they will wear out unevenly and need to be replaced sooner. • Many items, such as linens, are recycled through the laundry process on a regular basis. Stock rotation of linen would ensure that the same items were not in use every day, and would extend the life of the linen. • Goods that are not rotated will become stale smelling or possibly creased and soiled, and will need to be re-cleaned. • Mildew may be more likely to form if items are not rotated correctly. • Poor stock rotation may result in damage or spoilage of goods and items, which will have to be replaced. This will cost the establishment more money. • Old, incorrectly stored or worn items will not meet the standards of the establishment, and will result in guest dissatisfaction. • Effective stock will reduce the cost of replacing linens. • Rotate your linen in an organised way. Linen laundered today should be stored separately or on different shelves from linen cleaned earlier. • Ideally, linen should be allowed to “rest for about 24 hours after it has been laundered. This will allow for smoothing of creases etc, and will ensure that the same linen is not going back to the rooms on a daily basis. • If there is coloured linen, e.g. red table cloths and blue overlays, then if the linen is not rotated the colours will eventually fade at different rates giving one various shades of the same colour • Received goods need to be correctly placed so that they are not confused with current stock. Older items should always be used first. • Ensure that your par stock levels are sufficient to allow rotation of linens. Maintaining records • Linen that is issued must be given out on a “clean for dirty” basis where the exact amount of clean linen is exchanged for the same amount of dirty linen. In this way, it is easier to maintain stock records and the possibility of linen loss is reduced. • The soiled linen must be carefully sorted and counted. Relevant documentation must be completed and sorted linen should be placed in the appropriate containers and sent to the correct area to await collection by either the external laundry or sent directly to the in-house laundry.

294 • Records must also be kept of the amount of linen that is damaged or being thrown out as this will assist management in deciding whether the quality of linen supplied is acceptable and whether there are solutions for the damaged linen. • Any signs of missing linen should be reported to your supervisor immediately to be dealt with according to your establishment’s organisational requirements. • Linen stock may appear to be missing for any of the following reasons. - Theft by a staff member, delivery driver or guest - Inaccurate records by staff members or outside laundry LINEN HIRE Hiring linen is uncommon in India, but many hotels in other parts of the world do not purchase linen, and prefer to hire laundered linen from a hiring company. Linen hire companies supply clean linen to hotels on a rental basis on contract. The system has both advantages and disadvantages. Advantages: • Initial purchase investment is eliminated. • No laundering of linen is necessary. • Less storage space. • Less staff which means fewer salary cheques to pay. • No need to order linen, so linen purchase function is eliminated. • No repairing of linen by the hotel/ small tailoring department. • It is ideal for spasmodic trade such as seasonal hotels, by avoiding capital expenditure and the need to store seldom/ sparingly used linen. • Linen hire charges may be no greater than the combined depreciation and laundering costs. Disadvantages: • No individuality. • Choice is limited – the linen specifications, sizes and standards may be different from those required by the hotel. • No cut-downs or makeovers possible. • Damages have to be paid for, usually at a higher rate. • The hotel is totally dependent on the hiring company. • There is no control over the quality of wash. • Linen supply may be affected by bad weather or strikes causing a breakdown in operations. • If low occupancy, there is a loss due to unused linen.

295 • Excess / emergency requirement is charged at the current rate. • Guest laundry will have to be dealt with or co-ordinated with a commercial laundry. UNIFORM Providing uniforms to hotel staff is one way of ensuring proper grooming, thereby reflecting the standard of the hotel and creating a good impression on the guest. Uniforms may be of standard sizes or made-to-measure. Made-to-measure uniforms look smart and are essential for senior staff. Standard sizes lower the total requirement of uniforms but may be ill-fitting and do not look as smart. The number of sets of uniforms provided is dependent on the nature of the tasks being performed and whether the organization has an on or off-premises laundry. 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.

296 Laundry Types of laundry service Some establishments will have an internal laundry service and some will make use of an outside laundry service. The following tables give a comparison of the advantages and disadvantages of each system, and the types of linen handled: Advantages Disadvantages Internal External • Greater control over linen • May need less linen as soiled linen can be returned more quickly • Easier for stock control • Stock is more secure • Guest laundry is returned sooner • Capital is not tied up in equipment • No responsibility with regard to repairs of equipment • Laundry space not required • Laundry and equipment very expensive • Larger number of staff required • Trained staff needed • Space is needed to position all equipment • Cash outlay is greater • Unreliable deliveries • Quality control may be unreliable • Losses may occur that cannot be controlled by the hotel

297 Laundry Functions • Collect and deliver guest laundry • Check that the quantity of guests dirty laundry complies with documentation • Sort and store guests laundry in accordance with organizational requirements • Tag, sort and pre-treat guest’s laundry items • Check that laundry equipment is clean, free from damage and ready for use • Load, use and unload washers • Clean and maintain work areas • Iron and press linens • Fold linens by hand • Use correct types and quantities of detergents/chemicals • Ensure that guests laundry is laundered according to procedures • Dry laundered linen in the appropriate manner • Check laundered items and report any damage • Make sure that laundered items are finished according to organisational requirements • Transport clean laundry to storage areas • Figure bills to be attached to guest laundry Secure storage areas from unauthorized access Laundry list There would also be a laundry list in the room, which the guest would then fill in according to his requirements. The same laundry list would also be used for any valet that he/she would have Collecting laundry from a guest room On occasions, you might be requested to collect laundry from a guest bedroom. ƒ Knock on the door and call “Housekeeping” ƒ When the guest opens the door, inform the guest that you are from Housekeeping and that you have come to collect guest laundry ƒ Check that the guest has filled out a laundry request form Remember to greet and to thank the guest

298 Receiving guest laundry • Place the dirty linen (in bags) in the receiving area. • Sort the laundry according to types, sizes, etc • Check labels of laundry for washing instructions • Check laundry against the laundry request slip and ensure that all items are correctly recorded. • Make sure that the numbers of items correspond with the documentation. • Take dirty linen to laundry area in the various sorting baskets that would be supplied for this purpose. • Once all the dirty linen has been sorted and packed, ensure that the receiving area is clean and tidy and all rubbish removed. • Make sure that dirty laundry is always kept separate from clean items • Secure the receiving area. • Report any discrepancies to your supervisor e.g. shortage of dirty linen to documentation, unauthorised entry by persons to receiving area, heavily stained or damaged items.

299 Launder Linen Item Action Check equipment and chemicals Pretreatment • All equipment must be checked prior to starting any of the laundry process to ensure that it is clean and operating correctly • The filter of each machine must be checked to see if it is clean and free from lint and debris. • The detergents/chemicals that are going to be used must be checked to see that there is enough for the laundry process. Any laundry that is very soiled or has particular stains needs to be pretreated for these stains prior to washing. Pretreating of stains • Different types of stains need to be pre-treated in order to ensure that they are removed during the laundry process. There are various types of chemicals on the market that will do the job, and you need to find out which chemicals are used in your establishment and when they are used, for which stains etc. • You also need to be aware of the various kinds of stains that might soil garments and how these need to be treated, depending on the type of fabric. • Remember, when dealing with soiled linen and stains, it is important to wear protective clothing and rubber gloves, to ensure the prevention of spreading germs and other harmful bacteria. • Never use harsh chemicals that may damage, burn or mark laundry items. • Always check with your laundry supervisor or housekeeper if you are unsure what chemicals and processes to use. • Rubber gloves and protective clothing should also be worn when dealing with chemicals and strong detergents

300 Load washing machines Wash cycle Drying cycle • Place the correct quantity or weight of laundry in the washing machine (Remembering that the linen is washed according to how it has been sorted, e.g. whites with whites, delicate fabrics together etc. you must take great care in reading and understanding the labels on the garments and what they mean, as this is important as to how the garment is washed and what cycles to use on the washing machine.) • Add the correct chemicals/detergents according to the operating instructions. • Ensure that the door is closed properly, and activate the cycle according to the operating instructions. • Once the cycle is complete, remove the laundry from the washer and place in the dryer. • Ensure that the door is closed properly and activate the dryer according to the operating instructions. • Some items cannot be tumble-dried: refer to the instructions on the label of the garment • Once the cycle is complete, remove the laundry and take to the clean linen sorting area for ironing.

301 Finish and Deliver Laundered Items Item Action Ironing, pressing and folding • Check that all equipment is in good working order, clean and free from damage • Check that irons and presses are pre-heated and at the correct temperature for the item to be ironed. • Check all laundered items are free from damage and stains • Any stained or damaged items must be removed and this reported to your supervisor. • The laundry must be pressed or ironed according to your establishment’s organisational requirements. • The finished items should be free from wrinkles, marks and stains and must have a smooth appearance. • All laundry must be folded, sorted and packaged according to your organisational requirements. • Finished laundry must be checked against documentation to ensure numbers and items are correct • Complete the documentation according to your company procedures to ensure that guests are billed correctly • All laundry must be taken to the storage area and stored ready for delivery to the guest’s room. • You may make use of trolleys or sorting baskets in your unit or the linen may be transported by hand depending on the size of your establishment and the amount of linen laundered. • All areas must be kept clean and tidy and any debris removed and the area secured from unauthorised access Delivery • Guests expect laundry to be delivered within the promised time frames • Deliver the guest’s laundry at the correct times according to your instructions and in an efficient and friendly manner. • When delivering laundry to a room, use the knock and enter routine • If the guest is in the room, greet the guest politely • Make sure that all the items to be delivered are correct to the guest’s documentation. • Ensure that the correct billing procedure has been followed according to your organisational requirements. • Process the account, e.g. pass it on to the correct person, according to your organisational requirements. • Any undelivered laundry must be stored securely in a clean, neat and tidy area to prevent soiling, loss or damage.

302 Packaging guidelines • Check that the clothing item is not damaged. • Fold the item according to your organisational requirements, and according to the type of packaging. • Boxes, tissue paper and plastic should be clean and undamaged • Place the correct cardboard stiffener or tissue paper in between the folding according to your organisational requirements. • Wrap the item according to your organisational requirements. • Label the item or seal it according to your organisational requirements. • Make sure that the guest name and room number are clearly visible on any packaging to prevent loss or mixing up of guest laundry

303 KEY AND KEY CONTROL A system of key control is essential to the security of a Hotel. All keys whether metal or electronic should be adequately controlled. The security of a key lock system is seriously weakened when keys are issued to a great number of people or to anyone who has no legitimate need for a key. Most Hotels use at least three types of keys. These types typically include emergency keys, master keys, and guestroom keys. Emergency Key The emergency key opens all guestroom doors, even when they are double locked. It can be used, for example, to enter a room when the guest needs help and is unable to reach or open the door. The emergency key should be highly protected and its use strictly controlled and recorded; it should never leave the property. One procedure for emergency keys is to have them locked in a safe or safe deposit box and signed out by the individual needing one. The log should be dated and signed by the individual taking the key. Master Key A master key is designed to open a set of several locks. These locks also have keys which are specific to each one (the change key) and cannot open any of the others in the set. Locks which have master keys have a second set of the mechanism used to open them which is identical to all of the others in the set of locks. A master key opens all guestrooms that are not double locked. Depending upon the need, the master key may be further established as a housekeeping staff master key, a floor supervisor master key, and a grand master key for management purpose. 1. Grand Master Key Key operates all locks in the Hotel. Including laundry and linen rooms. 2. Floor Supervisors Master Key Key operates all sections on the floor/ floors supervised by the particular supervisor. 3. Housekeeping Staff Master Key

304 Key operates all rooms serviced by particular room maid or housekeeping staff. Above keys will not open the lock when the Guest has Double Locked it from inside. From a security point of view, master keying is undesirable; but from a practical point of view, however it is necessary. Master keying presents two security drawbacks: ¾ First is the danger that if a master key is lost or stolen, several locks in the system would be compromised, thus providing access to all those locks. ¾ Second is the loss of master key. An answer might be to use nonmaster key sets for high security areas and master key sets for low security areas. Guest Key The hotel guest room key is normally issued to open only one room for which it was intended, viz. individualised key for each lock. If the guest room lock is in shut-out mode the guest room key can neither open it nor lock from outside of the room. GUIDING PRINCIPLES IN KEY CONTROL SYSTEM ¾ Security of keys is essential from the moment they arrive on site. Keys should be stored separately and securely. ¾ No unauthorised person should be allowed access to any key, either to examine or handle it, since a photograph or impression can be taken in few seconds and duplicate subsequently made. ¾ Keep a log book of all keys signed out. ¾ Establish protocol for distribution of keys. ¾ Use keys that do not identify the property’s name, address, logo, or room number. ¾ Perform an annual key audit ¾ When keys are lost or stolen, the locks should be changed or rotated to another part of the property. ¾ Authorised employees should remind guests to return keys at check-out.

305 ¾ The loss or suspected compromise of a key should be reported immediately and, after due investigation, a decision be made as to whether or not the lock should be changed. ¾ Place well-secured key return boxes in the lobby, at exit points of the property, and in courtesy vehicles. LIMITATIONS OF METAL KEY ¾ Metal keys require a hotel to maintain an elaborate key control system with daily inventories of master key and E-Key checkout logs for the staff. ¾ The guest has no way of knowing that an adequate key control system is in place. ¾ Metal keys can be easily duplicated. And if a master key is duplicated, the security of the rooms is seriously compromised. ¾ If a room key or master key turns up missing, the affected locks must be changed. This incident creates an on-going maintenance problem and expense for a hotel. KEY-CARDS Metal room keys are mostly replaced by electronically coded key-cards. A keycard, while not actually considered a key, is a plastic card which stores a digital signature that is used with electronic access control locks. It is normally a flat, rectangular piece of plastic and may also serve as an ID card. There are several popular type of keycards in use and include the mechanical holecard, bar code card, magnetic stripe card, smart card (embedded with a read / write electronic microchip), and RFID proximity cards. The keycard is used by presenting it to a card reader; swiping or inserting of magnetic stripe cards, merely being brought into close proximity to a sensor. Key-cards have the capability of being randomly coded at the point of registration, which re-emphasizes the guest perception of room security. Key-card control is computer-based and therefore creates the necessary audit trail automatically. Master keys can be changed in a matter of a few keystrokes and lost key-cards are easily removed from the system. One of the best security features is the ability of the computer to investigate each door lock and get a printout of everyone who accessed a particular room. This dramatically cuts down on theft from the rooms by hotel employees.

306 Lost & Found Procedures All Lost & Found items must be handed to the Housekeeping Office as soon as found. Should there be unforeseen delay, the finder should call to inform the Housekeeping Office of the lost property. This is to ensure that the Housekeeping Office has the most up-to-date information to handle lost property enquiries. The finder should fill in the lost property slip, tag the item and leave it in the lost property box. The Housekeeping Office should log all lost property within the same day. Both “Opera” and the lost property book should be updated. Information that should be recorded are date and time found, finder, description of items, location and the guest’s name and address for valuable items. Disposal Policy Perishable Items Items will be kept for a maximum of 3 days. The Manager – Housekeeping should use her discretion for highly perishable goods. Alcohol Any opened bottles of alcohol should be labeled and stored for 3 months. If not claimed, the contents should be disposed due to risk of finder taking contaminated beverage. Hotel Alcohol Any bottles found will be returned to the Food and Beverage Department. The quality of the contents will be checked in opened bottles and unopened bottles. An “Inventory Movement Form” should be raised and credit should be applied to the Rooms Division.

307 Non-valuable Items Items such as magazines, books, fake watches should be stored in the lost property room. The Housekeeping Manager will sign for the release of the unclaimed Lost & Found items after 3 months and should be given to the respective finders. Valuable Items and Cash All cash, regardless of the amount, and valuables such as genuine jewellery, branded watches, cameras etc. should be forwarded to the Housekeeping Manager immediately for safekeeping in a safe deposit box. The Housekeeping Manager will inform the Director of Rooms who will write to the guest informing him / her of the found item and request for instructions for the return of items. Documents – passports, airline tickets, credit cards Contact the Manager - Front Office to follow up for speedy return to the guest.

308 House Keeping Management Materials, Supplies and Equipment The Housekeeper is responsible for managing a large inventory of supplies, materials and equipment, and for supplying the correct type, quality and quantity to staff on a daily basis. Shortages of any of these will affect the standards of the housekeeping service, will prevent staff form completing work activities, and will impact on guest satisfaction and the operation as a whole. ¾ Par levels are the standard number of stock items needed to support daily or routine housekeeping operations. Par stock levels will differ according to whether they are recycled or non-recycled items. The housekeeper must calculate par stock for each item that is used, and ensure that stock holdings are sufficient to maintain operations on a routine, daily basis. ¾ Linens, uniforms, cleaning equipment and machinery are items that are used over and over for an extended period. The housekeeper is responsible for identifying minimum and maximum stock holdings for these items, and will supply according to these levels. Orders are placed when items are between minimum and maximum levels. ¾ Some housekeeping supplies or items that are consumed or used up during daily routine operations include: cleaning agents or chemicals, guest supplies, disposable items and amenities. These items will be supplied according to the rate of consumption – how many are used up, or how fast or quickly the supplies, such as chemicals, are used. Supplies such as soaps, shampoos etc. will be issued according to the type and number required in each room each day, and the number of rooms occupied.

309 • The occupancy report or other reports relating to guest stayovers, departures and arrivals will determine the quantities and types of linens to be issued on any day. • Most establishments use the ‘clean for dirty’ system to issue clean linens each day • The number of dirty linens removed from each room should be consistent with the occupancy report. • Some establishments maintain floor pars for linen store rooms on each floor. This will equal the quantity of linen required to service all rooms stocked from a particular store room. Linen pars should be recorded and posted in each storage area, Issuing procedures will ensure that each store room is stocked with the required amount of linen each day. • All issues must be recorded according to procedures. Calculating linen par levels This is an example of how to calculate a par stock level for queen size sheets for a hotel that uses an in-house laundry operation, and supplies two sheets for each of the 162 queen size beds: 162 queen size beds X 2 sheets = 324 sheets One par in guest rooms 1 X 324 = 324 One par soiled in laundry 1 X 324 = 324 One par in linen stores 1 X 324 = 324 Total Number 972 972 sheets ÷ 324 sheets/par = 3 par Supplying uniforms • Housekeeping department is responsible for uniforms, sufficient supplies must be maintained according to number of staff, departments, sizes, colours, types etc. • Employees must sign for uniforms issued, and are required to return and sign in uniforms when leaving the company.

310 • Uniforms must be controlled and recorded as for linens. • Laundry turnaround times will affect the stock level of uniforms. • Uniforms must be kept in a good condition (this is normally the responsibility of the linen keeper or seamstress), to maintain standards and reduce costs. • Uniforms handed in to the laundry should be logged in and out (in some establishments, the ‘clean for dirty’ system is used). Supplying cleaning materials, equipment and chemicals • Par levels of cleaning supplies will depend on the scope of cleaning, and the amounts or quantities used in day-to-day housekeeping operations. • Cleaning supplies should never be allowed to reach below minimum stock levels. • Cleaning supplies must be recorded as for other items, and issues or requisitions must be tracked daily. • Weekly consumption of chemicals is usually calculated and issued to staff. These items are usually stored in floor store rooms at the end of shift. • Ensure that adequate and well- maintained cleaning materials and equipment are available to staff. • All issued items should be recorded. • Inventories should record where items are stored (floors, store-rooms etc.) • New equipment is supplied when items are in need of repair or replacement. Supplying Guest supplies • Guest supplies will vary according to the establishment. • One par of guest supplies would be the quantity required to supply each item to all rooms in the establishment at one time. • These items are supplied according to consumption and occupancy. • Refer to reports so that correct quantities can be calculated for each day. • Daily usage or issues must be recorded (requisitions, issues). • Replacement stationery and printed materials must also requisitioned, issued and recorded. • Magazines and TV guides will need to be supplied monthly.

311 Reserve stocks of these items should be kept in designated storage areas for replacement purposes. Contract with outside cleaning services Contract is acquired with reliable outside service that will provide services to meet property’s quality standards. PERFORMANCE ELEMENTS 1. Contact well-established companies that provide services required. 2. Obtain at least three bids for new jobs. 3. Ask companies to list equipment and supplies that will be used. 4. Check references thoroughly. 5. Review time expectation, quality assurance, and terms of contract. 6. Verify insurance coverage for workers, guests, property employees, and assets. 7. Greet service people upon arrival and review job parameters. 8. Visit job site after work has begun to ensure property expectations are being met. 9. Walk through project upon completion to review contractor’s work. 10. Authorize payment for work when job is satisfactorily completed. Prepare housekeeping employee staffing schedule for each day of the week. Appropriate form is completed assigning housekeeping staff to service public areas and room attendants for each work shift throughout the week. Appropriate form is completed assigning work schedule for other housekeeping staff including executive housekeeper, assistant executive housekeeper, inspectors, etc. Staffing schedule is completed legibly with 95% accuracy. varies depending on season of year, events scheduled, and the size of facility. PERFORMANCE ELEMENTS 1. Obtain appropriate form, schedule of events and occupancy forecast. 2. Determine number of housekeeping staff required for each work shift. 3. Record staff vacations and requested days off. 4. Record number of staff needed on appropriate form. 5. Balance staff schedules by scheduling additional days off (low occupancy) or scheduling overtime (high occupancy). 6. Post staffing schedule.

312 ERFORMANCE ELEMENTS 1. Determine total labor hours, number of employees needed according to occupancy levels and estimated labor expense. 2. Locate appropriate form. 3. Determine number of room attendants and other staff (e.g., inspectors, day-shift lobby attendant for public areas, housekeepers, etc.) required for each work shift. 4. Record number of staff needed on staffing form. 5. Sign or initial form in appropriate location. 6. Distribute form to appropriate staff. 7. File copy of form according to property policy and procedures. Purchase linens, uniforms, supplies, and equipment based on need and operating budget. Linen needs are forecasted on yearly basis and purchased throughout year. (Purchases are made as frequently as quarterly.) Uniforms are replaced as needed to maintain par level or when styles are changed. Operating supplies are purchased as needed to maintain par level, usually on monthly basis. Major machines and equipment are replaced annually according to capital budget. PERFORMANCE ELEMENTS 1. Establish par levels. 2. Examine inventory records to determine linen needs and requisition linens to maintain par levels. 3. Check operating budget to determine which operating supplies to requisition.Operating expenses are budgeted on the basis of cost per occupied room and requisitions for purchase are based on inventory records and projected occupancy. Purchases should not exceed operating budget unless there is a large increase in occupancy. 4. Select linens, uniforms, supplies, and equipment to be purchased. 5. Complete requisitions for purchasing replacements.

313 a. Requisitions for uniform purchases are based on par levels, and new uniforms are requisitioned to maintain par level. b. Requisitions for purchasing replacement of major machines and equipment are prepared based on capital budget. Items to be purchased are planned when capital budgets are developed. Prepare an operating budget and a capital expenditures budget. Typically prepared for each fiscal year, annual operating budget summarizes anticipated year-end results. Housekeeping budget process takes 3 weeks to complete and is completed with 95% accuracy. Time to complete budget may vary depending on property’s requirements. Reforecast is performed on monthly or as needed basis. PERFORMANCE ELEMENTS 1. Establish par levels for each amenity and supply by reviewing occupancy/trend reports in order to identify the amount needed. Upon determination, increase the total necessary by 10% in order to allow for adjustments in occupancy. 2. Determine levels of expense in various categories including wages and salaries, benefits, cleaning and guest supplies, linens and uniforms, contract cleaning services and laundry services to derive a Cost Per Occupied Room (CPOR). Use CPOR to determine expenses such as labor, guest supplies and cleaning supplies. Supplies such as uniforms as well as contract cleaning services need to be zero based. Par levels need to be maintained or changed based on need. 3. Review level of service to be maintained by property. 4. Maximize profits and control expenses in relation to corporate goals and objectives. 5. Prepare budget figures annually for operating and capital budgets. 6. Present budgets to upper-level management. 7. Review and revise budgets as needed until finalized for next fiscal year.

314 8. Control expenses by comparing actual costs with amounts budgeted and assessing variances. 9. Reforecast and adjust controllable expenses throughout year in proportion to variation in occupancy levels. 10. Capital budgets are prepared annually and replacements of equipment or machines may be part of an overall renovation/modernization or may be purchased as needed throughout the fiscal year. When preparing capital budgets, consider age and anticipated wear life of Furniture, Fixture and Equipment (FFE) items. Any items that will depreciate in 12 months must be budgeted for replacement. Inspections Routine daily inspections are carried out for a number of reasons: - To monitor staff activities and cleaning methods - To ensure work is completed in the required time - To ensure areas have been cleaned and replenished according to company procedures - To ensure that establishment standards are maintained - To identify problems or faults before the guest does - To ensure that problems and faults are followed up - To check that health, safety and hygiene procedures are followed To monitor areas as well as equipment, supplies and machinery • Allocate trained and responsible people or supervisors to check specific rooms/blocks/areas. • Provide inspection checklists for all areas including public areas, offices, toilets, corridors and passages, store rooms etc. This will ensure that areas or items are not forgotten or left out. • Provide an inspection schedule for each area, to ensure that they are checked routinely and regularly. For example, toilets in public areas need to be checked many times during a shift. • Ensure that inspections are recorded and signed on a daily basis so that it is easy to follow up in the event of problems or complaints.

315 During busy periods, enlist the help of Duty Managers to help inspect areas. Basic areas that will be covered by an inspection will ensure that: • All fixtures, fittings and furnishings are clean and in good working order • All guest items have been replenished • All surfaces are clean and free from marks • Floors and floor coverings are clean and the appropriate finish has been achieved • Beds have been made according to the method specified by the establishment • Lighting, heating and cooling systems are in good working order • Bathrooms have been thoroughly cleaned • There are no signs of pests • No health or safety hazards • Maintenance faults identified and reported • Special guest requests have been actioned • The finished room or area meets the standard set by the organization

316 House Keeping Budget The Executive Housekeeper is responsible for: ¾ anticipating the expenses the housekeeping department will draw in light of forecasted room sales ¾ ensuring the department’s actual expenses are in line with budgeted costs and with the actual occupancy levels ¾ Planning the Operating Budget In the Budget Planning Process; ¾ The room's managers goal is to maximize the department’s income by minimizing its expenses while enhancing the service level. Every controllable cost can be expressed as a percentage of revenue. For each expense category, there is a standard percentage considered to be an acceptable level of expense in relation to generated revenue. ¾ The executive housekeeper’s goal is to control the expenses of his department. Gathering information about the forecasted room sales (occupancy level) is very important because; ¾ room sales generate the revenue for operating departments ¾ most of the expenses are directly related to room occupancy levels especially true in housekeeping since salaries and wages, and the usage rates for recycled and non-recycled inventory items are directly related to the number of occupied rooms. On the basis of this data, “cost per occupied room” can be calculated to (1) determine the levels of expense in the different categories and (2) measure the ability of the exec. housekeeper maintain the expected costs. ¾ Occupancy Forecasts

317 Occupancy forecast, is developed by the front office and general manager, based on (1) historical data about the past occupancies and (2) information supplied by the marketing department about the special events, advertising and promotions The Rooms Division Income Statement Typical line items found on a Rooms Division Income Statement: ¾ Revenue: from room sales ¾ Allowances: rebates, refunds, overcharges of revenue ¾ Net Revenue: Total Revenue – Allowances ¾ Expenses: ¾ Salaries and Wages: regular pay, overtime pay, vacation pay, severance pay, incentive pay, holiday pay, employee bonuses ¾ Employee Benefits: payroll taxes, payroll-related insurance expense, pension, etc. ¾ Other Expenses: contract cleaning, laundry and dry cleaning, linen, operating supplies (the cost of guest supplies, cleaning supplies, printing and stationery), uniforms, other expenses (commissions expense, guest transportation, reservations Budgeting Expenses ¾ “the projected number of occupied rooms” is the most important information because all expenses are measured in terms of the percentage of revenue on the budget. Almost all expenses are directly dependent upon the number of occupied rooms. ¾ the exec. housekeeper can predict the expense levels for each category when he/she knows (1) the cost per occupied room for each expense category, (2) the number of occupied rooms forecasted for each budget period. The budgeting process is simply relating costs per occupied room to the forecasted occupancy levels. ¾ Salaries and Wages: the staffing guide and the occupancy forecasts are used to determine the total labor hours cost for each job category. ¾ Employee Benefits: human resources and accounting staff help to determine what levels of expense to budget for the employee benefits

318 e.g. charges for the cost of holiday or vacation pay, employee meals, payroll taxes, medical expenses or insurance, pensions, staff parties etc. ¾ Outside Services: contract or past invoices can be used to budget the cost of outside contractors for cleaning projects or dry cleaning or laundry. ¾ In-House Laundry: the cost of operating the hotel’s on-premises laundry is directly related to the volume of soiled items to be processed, in other words, the occupancy level. ¾ Linens: replacement cost for new linens is an expense which can be determined with the help of monthly physical inventories ¾ Operating Supplies: includes non-recycled inventory items, such as guest supplies and amenities, cleaning supplies, and small equipment items. ¾ Uniforms: includes the cost of new and replacement uniforms, the cost of washing or dry cleaning uniforms and the cost of repairing damaged uniforms. Personnel turnover and new hirings influence the cost of uniforms in the budget period.

319 PURCHASE OF LINEN There are three major factors to be considered when purchasing linen: 1. Quantity ¾ The quantity of linen purchased is largely dependent on the following factors: ¾ Size of the establishment ¾ Standard of the organization (will determine frequency of change) ¾ Turnover or occupancy ¾ Laundering facility Generally a hotel should have a minimum of three sets of linen. Linen Coverage is a term used to refer to the total number of sets of linen maintained by the hotel and their distribution. The number of sets of linen in the inventory is also referred to in terms of ‘par’. 2. Quality The best quality linen must be selected within the available budget. To select good quality linen, it is necessary to give due importance to: ¾ Fibre selection and quality of yarn ¾ Thread count - the total number of warps & wefts in 1sq. in. of gray goods fabric. The total thread count should be above 150. ¾ Finishes especially colour fastness ¾ reputed manufacturers.

320 It is advisable to obtain samples and launder them to observe the effects of laundering before placing a purchase order. 3. Size Purchasing linen of the correct size is extremely important as wrong sizes can affect appearance and even hamper operations, besides avoidable wastage and loss of money. Rules for Linen Purchase Look for a firm smooth weave and strong selvedge. Check for the amount of ‘dressing’ that falls out from the fabric when rubbed together.Machining should be strong (10 to 15 stitches per inch). Obtain samples and test for laundering effects i.e. shrinkage, loss of shape, colour, etc. Buy in bulk to avail of discount. Stagger supply to overcome / avoid storage problems. Large orders should be marked or monogrammed by the supplier. Select a supplier on the same level as your organization, preferably with a reliable reference. Accurate specifications must be provided when placing orders, particularly with reference to size. Orders should be placed well in advance to give time so that the specifications may be met with. A good rapport with the supplier is essential especially with regard to credit facilities A Purchase Index Card must be maintained for every linen item in stock. Some hotels use computers for convenience The purpose of a purchase index card is to: ¾ Indicate purchases between current and previous stocktaking. ¾ Provide a record of condemned articles.

321 ¾ Act as a ready reference for ordering, also indicating the level of reserve stock. ¾ Provide a means of judging the life span of linen article. SELETION CRITERIA FOR LINEN ITEMS Each individual piece of linen requires special consideration in terms of quality, type and size, besides cost. Bed Linen Bedsheets Should have a good finish, usually with a slight lustre, and be made from a noncrease fabric so as to retain its appearance. For comfort, the texture should be soft and smooth, absorbent and free from static. They should be easily laundrable and the fabric should not fade in colour under repeated washes. Superior quality bedsheets made from linen are expensive and not easily available. More frequently used are combinations of natural and man-made fibres like polyester cotton or terry-cot. The introduction of a man-made fibre increases durability and makes laundering easier and 65% of cotton and 35% man-made combinations are the best. Blended no-iron sheets must be folded while still warm from the tumbler to eliminate creasing.The crinkle sheet or night sheet is made from cotton seersucker. Fitted sheets are unpopular as they have more disadvantages than advantages. A sheet should be large enough to be tucked in securely all around the mattress. Pillowcases These are generally made from the same fabric as that of the bed linen. The housewife tuck-in type is now rapidly being replaced by the longer bag-type which is folded in at the open end. Blankets

322 These need to adhere to the body in order to provide warmth. In order to be comfortable, they should be soft, smooth and resilient and not too heavy or expensive. To cut costs, improve launderability and prevent attack by insects, wool is often blended with a synthetic fibre (acrylic) and the percentage of woollen fibre is mentioned on the label. A less durable alternative is made from nylon fibres. This is suitable for those who are allergic to wool. Electric blankets are uncommon in Indian and are difficult to maintain and anchor to prevent pilferage. Soft Furnishing Duvets Duvets have become increasingly popular in hotels and are fast replacing the blanket, especially on double beds. They consist of a filling sandwiched or stitched in a fabric case with a changeable cover. The fillers may be duck / goose down, a feather mix or a combination of the two. The down feathers are the small, fluffy feathers from beneath the wings and the breast of the fowl. Goose down is superior and lightweight because of the hollow quills. The well-known Eider goose and Siberian goose down are the best. Although they are warmer, professional cleaning is necessary and they are heavier and more expensive than their synthetic counterparts. The synthetic filling is usually of polyester fibres. These duvets are lighter and can be washed in large-capacity washing machines. Casings can be cotton cambric or synthetic fabric but must have a close weave to keep the filling in place. It is essential for the duvet to have an outside cover.To save laundry costs and labour, it is advisable to provide a covering sheer in conjunction with the duvet cover. Bedspread / Bedcover / Counterpane These are purchased with due consideration for appearance, durability and size. The colour and print should match the décor, and soil should not show easily. The fabric should drape well and not crease easily. Readymade bedcovers lack individuality so they are usually stitched and a number of styles are possible. Bedcovers should be interchangeable wherever possible. The amount of fabric required to stitch a single bedspread is approx. 8 metres. Curtains / Draperies

323 These are also purchased considering appearance, durability and size. Sheer curtains / net curtains / glass curtains combined with heavy draperies are usual in a guest room. This combination allows light to pass through and facilitates privacy as well. Sheer curtains are generally made from synthetic / blended net or lace or from plain nylon or terylene. It is advisable to use a fire-resistant finish or fabric for these curtains. A heavy fabric is usual for public areas and a lighter one in the guest rooms. Cushion Covers and Upholstery Like the rest of the soft furnishings, these must also match the décor. It is also important that they are resistant to dirt, accumulation of dust and sagging. The fabric should be non-slip without being rough and free from static so that it does not cling to customer’s clothes. It also should not lose lint or colour easily.Cushion covers should be laundrable and non-crease. Upholstery fabrics should not stretch after they have been fitted. In both cases the fabric should be firm with a close weave. This however is more applicable in the case of upholstery and in most cases the fabric has a jute backing. Bath Linen Requires to be gentle on the skin, with a high degree of absorbency and lint-free. Linen or cotton are the fibres from which the towels are made. Bath towels are invariably made from Turkish towelling using a pile weave known as the Terry weave. The loops of the towels should be at least 1/8” high for good absorbency. When selecting Turkish towels hold them against the light to find out how close the basic weave is. Coloured and patterned towels may be selected for public areas like the swimming pool, health club or beauty parlour, largely for identification. White towels are preferred to coloured ones, especially for the bath rooms. Napery Table Linen The fabric selection is largely dependent on its laundrability. Stain removal should be possible and it must have the ability to retain colour and shape. As far as appearance is concerned, it should match the décor and have a lustre for a good finish. Linen is better than cotton but very expensive.

324 Starched cotton casement is commonly used. Tablecloths should hang 9” over the edge of the table. Sizes vary according to the size of the table. Moultans Where the dining tables, do not have a baize top attached, baize cloth such as multans may be used. Banquet Frills (Juponé) These are coloured and lustrous, usually made from satin or rayon which may be plain or patterned. The pleats may be stitched or pleating may be done when draping the table. Varied styles may be used when draping which will affect the length of fabric required. The width of the fabric must correspond with the height of the table.

325 Stock Control and Stock Records The Housekeeping Department is responsible for controlling a large and varied number of items, ranging from linens, uniforms, guest supplies, cleaning agents and equipment, to furnishings, fixtures, fittings and machinery. The Executive Housekeeper must keep strict controls of all items in use and storage, to ensure that adequate stock is in hand for the routine operation of the organisation. This will ensure that that supplies do not run out, there are minimal losses, that costs do not exceed budget, and that the products and services are consistent and to the satisfaction of the guest. Inventories/ Stock sheets Inventories/ Stock sheets, cont. • Maintain stock sheets/inventories for all areas and items so that you know exactly what you have • Record all deliveries, requisitions and issues, as well as breakages, variances etc. to ensure that all items are recorded and all movement tracked • Keep stock sheets up to date. Some stock is counted daily, weekly or monthly, depending on the area and frequency of use. • Inventory lists/stock sheets should also contain details of the each item, the supplier, the number of items per case or container, the price of each case/item, opening stock, purchases, total stock, total value, items used, value of items used, closing stock, value of closing stock. Par levels • Identify the required par stock level for each item (the standard number of items that you must have to support daily, routine housekeeping operations). This will help you to identify low/minimum stocks for ordering purposes. • 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. Lead times • Be familiar with the lead times for each supplier or item (how much time will it take from the moment the order is placed until the product is received). • Lead times will indicate when orders must be placed to maintain sufficient operating stock levels.

326 Linen • Linens include all types of linen used by the establishment. • Since most linens are recycled daily, all items moving from rooms or departments to the laundry, to linen storage areas or to rooms and other departments should be counted and recorded daily. • Monthly linen stock takes record all linen on the premises (rooms, departments, main linen stores etc.) • Shortages will occur if the stock level is too low, and will affect the smooth running of the operation. • Laundry turnaround service and the frequency of changing sheets and towels in rooms will affect the par stock of linen required on a daily basis. • Ideally, laundered linens should rest in storage for about 24 hours to increase the useful life of the linen and to allow wrinkles to smooth out (permanent press items). • The total amount of linens removed from guest rooms for cleaning should be consistent with the occupancy (most establishments use the “clean for dirty” exchange system to control linen issues). • Damaged items should be kept separately, recorded and handed to the appropriate person, according to procedures, and for stock control purposes. Uniforms • If the housekeeping department is responsible for uniforms, sufficient supplies must be maintained according to number of staff, departments, sizes, colours, types etc. • Employees must sign for uniforms issued, and are required to return and sign in uniforms when leaving the company. • Uniforms must be controlled and recorded as for linens. • Laundry turnaround times will affect the stock level of uniforms. • Uniforms must be kept in a good condition (this is normally the responsibility of the linen keeper or seamstress), to maintain standards and reduce costs. • Uniforms should be counted and recorded on stock sheets according to your procedures. Items lent to guests • Guest loan items could include: hairdryers, irons and ironing boards, adapters, cots, special pillows etc. • All items must be tracked and recorded when issued, and when they are returned (date, item, guest name, room number, date returned, signatures). • Some organisations require that the guests sign for the item on loan, or a charge is posted to the guest account, and credited when the item is returned. • Quantities of guest loan items will depend on the type of operation and the forecasted occupancies.

327 • Items must be counted and recorded according to company procedures. Machinery and equipment • Machinery and equipment may include laundry equipment, sewing machines, trolleys or carts, vacuum cleaners, hard floor cleaners, and other cleaning equipment. • The number and types of equipment or machinery will depend on the size and cleaning needs of the operation. • Sufficient stocks of equipment and machinery must be on hand to ensure that staff can effectively carry out housekeeping duties. • Machinery and equipment should be recorded according to procedures (stock counts and control sheets, issues, records of repairs etc). Cleaning supplies • Par levels of cleaning supplies will depend on the scope of cleaning, and the amounts or quantities used in day-to-day housekeeping operations. • Cleaning supplies should never be allowed to reach below minimum stock levels • Cleaning supplies must be recorded as for other items, and issues or requisitions must be tracked daily. • Staff must be trained on the correct usage and handling of chemicals and cleaning supplies to avoid wastage and high costs. Guest supplies, materials and stationery • Guest supplies will vary according to the establishment. • One par of guest supplies would be the quantity required to supply each item to all rooms in the establishment at one time. • Forecasted occupancies and procedures for minimum and maximum stock holding, as well as lead times, will help in planning par stocks of guest supplies. • Stock levels and daily usage or consumption must be recorded (requisitions, issues) as well as monthly physical stock counts. • Stationery and printed materials must also be recorded and tracked for ordering and control purposes. • These items may not need to be replaced often, unless damaged or torn. Lead times for printing and delivery must taken into account when placing orders. • Magazines and TV guides will need to be recorded monthly. • Par stocks or reserve stocks of these items should be kept in designated storage areas for replacement purposes. Maintaining records The recording of all transactions must be maintained for the following reasons: • To maintain the required amount of items on hand to meet the needs of the establishment so that all tasks can be carried out on time. • Inaccurate records could result in extra stock being bought in, which

328 Maintaining records, cont. could be a waste, it could tie up a large amount of finances in stock or it could add to stock controls, thus creating a greater risk of losses. • To assist in stocktaking. • Records need to be kept so that when the stock levels are low new stock can be bought in. This will assist with determining when levels are going down. • Accurate records will help prevent loss and theft of items. • Received items need to be recorded accurately in order to assist with stock control and maintaining correct levels of stock. • It is important to record all issued items, so that the correct levels are known and purchases can be made when levels are going down. • Records must also be kept of the items that are damaged or being thrown out as this will assist management in deciding whether the quality of items supplied is acceptable and whether there are solutions for the damaged items. • Any signs of missing items should be reported to your supervisor immediately to be dealt with according to your establishment’s organisational requirements. Stock may appear to be missing for any of the following reasons. • Theft by a staff member, delivery driver or guest • Inaccurate records by staff members or outside laundry • Items stored in the incorrect storage area • Damaged or condemned items not being recorded Taking stock • Stocktaking is done to check that the actual amount of items in stock correspond with the recorded items on your stock sheets. • The frequency of stack takes will depend on procedures, • Stock takes should be completed on the same day as they are started. • Items in all departments should be accounted for. • Damaged items must be recorded. • Items sent for repair must be recorded. • Only authorised staff should be responsible for the counting and recording of stock. • In most establishments, two or more people are required to count stock in any one area. • Stock must be accurately counted and recorded, on the correct documentation.

329 Reports/Files The types of records will vary according to the size and procedures of the operation. Records that will need to be maintained and updated on a daily, weekly or monthly basis may include: • Staff attendance registers • Staff rosters • Staff leave forms • Staff training and assessment • Staff appraisals • Recruitment, interviewing and selection records • Disciplinary records • Orders/purchases • Deliveries • Requisitions and issues • Maintenance requests and reports • Stock takes • Damaged or condemned items • Variances • Costs and budgets • Minimum and maximum stock levels • Inspection checklists • Quality control records • Cleaning schedules • Key control records

330 House Keeping Equipment and Cleaning Agents Cleaning Equipment Cleaning equipment may be purchased outright, hired or possibly leased, which everyway, the selection should be by someone with a thorough knowledge and experience of cleaning. No cleaning equipment is effective unless it is kept in good working order and used correctly, considerable costs may be incurred through inadequate control of cleaning equipment and supplies and it is up to the supervisors to ensure that what is purchased is used correctly. Storage A cleaning store will have to provide space for (a) Machinery (b) Tools and containers (c) Chemicals It must be kept clean and well ordered otherwise items will become damaged and mislaid. The housekeeper is responsible for instituting a system of control but it is up to the supervisors to ensure the system is adhered to. It may mean that certain items are allocated special storage positions e.g. vacuum cleaners and trolleys kept on certain floors or blocks and if so ,than a weekly inspection of such an arrangement must take place to ensure the items are being stored and maintained correctly wherever equipment is stored it must be locked. All new staff should undergo a period of induction during which they are informed about o When to use equipment o How to use equipment o How to clean equipment o How to attend to equipment o How to obtain assistance if required o Where to obtain supplies of brushes, dust bags, rubber gloves etc.

331 o It is the job of the supervisors to inform new staff of these matters and to check their work regularly the importance of safety procedures especially when using machinery e.g. use of warning signs) Must be emphasized .Whenever a new equipment is issued information about its correct use should be passed on to exercising staff. Brooms and brushes Used for the removal of dust from variety of surfaces, floors, walls, upholstery, clothes, soft ones may have bristles of horse hair, vegetable fibers or nylon while stiff ones mainly for carpets are made of grass fibers. Most brooms have stock into which the bristles are either glued or wired. Handles join the stock and are now frequently painted or made of plastic or wood. In order to keep the bristles in good conditions, brooms and brushes must never rest on their bristles. When not in use, brooms should be hung up on hooks or holders. They must be kept clean and after use any fluff, bits of cotton or hair should be removed and when necessary the brushes should be washed in warm water and detergent, rinsed, shaken free of surplus water and left to dry so that the water does not seep into the wood stock.Siff bristles should be finally rinsed in cold, salt water to keep them stiff Mops These consist of a head made from soft twisted cotton yarn attached to a handle. A mop is a tool generally used for cleaning floors, although when possible it is also used for cleaning other surfaces, for example tiled walls, to avoid unhygienic working conditions. The following are the different types of mops. Types of mops. Dry mops. These are used on the floors, walls or ceiling. However, unless a dry mop is impregnated with oil or polish, the surface must first be dusted. An impregnated mop must be used correctly if it is to be dusted. Disposable dry mops. Although very expensive these are extremely hygienic. They consist of a handle with a soft pad at the end on to which is placed a piece of synthetic materials

332 which has properties enabling it to attract and hold dust. The mops must be disposed immediately after use. Damp mops. These are used for the removal of light soiling from floors or the application of polish. The head are made of cotton, sponge or any fiber capable of absorbing moisture well. It should be possible to detach the heads easily for regular and thorough washing, preferably in a machine, followed by drying. The drying is the most important part of the mop care as bacteria require moisture in which to multiply. Disinfectant is only effective for a short period of time. Damp mops should be renewed as soon as there are signs of wear, and should be stored in spring clips or in such a way that air is allowed to get the head. Polish applicator mops are oblong in shape to make the application of the polish more efficient. The heads should slide out from a metal or plastic casing when replacement is necessary. Applicator mops must always be labeled with the type of polish for which they are to be used. Brushes The brushes are devices with bristles, wire or other filaments, used for cleaning. Brushes used for cleaning come in various sizes, such as very small brushes for cleaning a fine instrument, toothbrushes, the household version that usually comes with a dustpan, or the broomstick. Hallbrooms are even larger and are used for cleaning large areas. Cleaning brushes also include brushes for cleaning the toilet, washing glass, finishing tiles, and sanding doors. There are mainly three types of brushes: ¾ Hard brush: have bristles that are stiff and well spaced. These are most suitable for removal of litter. Example: upholstery brush, carpet brush etc. ¾ Soft brush: have bristles that are flexible and set close together. They can be used to remove loose soil and litter. Example: tooth brush, feather brush, shoe brush, coat brush etc. ¾ Scrubbing brush: can be used to remove heavy soiling from small areas or by the use of mechanical scrubbing machines, if possible. Example: deck scrubber, clubshaped / hockey stick shaped toilet brush, etc.

333 Broom A broom is a cleaning tool consisting of stiff fibres attached to, and roughly parallel to, a cylindrical handle, the broomstick. A smaller whisk broom or brush is sometimes called a duster. Squeegees A squeegee is a cleaning tool with a flat, smooth and thick rubber blade, used to remove or control the flow of liquid on a flat surface. It is used for cleaning floors and small thin and flexible squeegee is used for cleaning windows. Carpet Sweeper Carpet sweeper is a mechanical device for the cleaning of carpets in place. They were popular before the introduction o f vacuum cleaners and have been largely superseded by them. However, some restaurants continue to use them (as they are lightweight and very quiet, enabling the wait staff to quickly clean crumbs up from the floor without disturbing other diners. A carpet sweeper typically consists of a small box. The base of the box has rollers and brushes, connected by a belt or gears. There is also a container for dirt. The arrangement is such that when pushed along a floor the rollers turn and force the brushes to rotate. The brushes sweep dirt and dust from the floor and deposit the particles into the container. Carpet sweepers would frequently have a height adjustment that enabled them to work on different lengths of carpet, or carpetless floors. The sweeper would usually have a long handle so that it could be pushed without bending over. Cloths Cloths have many uses in housekeeping-for washing, wiping and polishing. Sometimes sponges are used instead of cloths. Different cloths are designed for specific purposes .Hospitals use damp clothes only to avoid spreading dirt. They also use colour code system e.g. red cloths for toilet areas, green cloths for general purposes, yellow for surfaces in contact in food. Disposable cloths, for hygiene reasons are an increasingly popular alternative.Coloured types of disposables are designed to have a limited life and can be used only once.

334 Whatever cloths are used, they should be • Absorbent ,so they can be moistened to collect the dirt and dust effectively • Soft so they do not scratch the surface • Lintless so they do not leave fluff behind • Either disposable or capable of being thoroughly cleaned after use. Types of cloths Yellow dusters (flannelette)-are suitable for dusting (dry dusting) because their coluor tend to run when they are wet, they are not suitable for damp dusting. Floor cloths-are made of coarser cotton material they are used for floors. Chamors leather-used to clean windows and mirrors when dry ,used to polish up metals .They should be washed when necessary and rubbed when dry to soften them .As they are expensive they are only issued as required for special jobs Scrim- is a loosely woven linen material and because of its absorbency and not leaving linters, it is often used instead of chamois leather for cleaning windows and mirrors. Dusters- are of two types, checked cotton material and yellow flannelette. Checked cotton used for cleaning surfaces. Rags- obtained from the linen room and is used for applying polish and when is dirty it is thrown away. Swabs- may be of mutton cloth or other soft ,loosely woven cotton material .They are used for wet work above the floor i.e. washing paint, lavatory basins etc.and should be opened out and allowed to dry after use to present them from becoming unhygienic Cloths used for protection while cleaning. Dust sheets- usually made from discarded linen or soft furnishing. Used for protecting stored items from dust and pest .Should be kept clean and folded neatly while in store. Druggets- are made of coarse linen or fine canvas .They are used to protect the floor drying bad weather ,during alterations and on other occasions .e.g. decorations or special cleanings .Change frequently wash and dry for canvas or cotton ones and for plastic ones can be wiped.

335 Hearth cloths- are made of American cloth and are used to protect the carpet and floor when a fireplace is being cleaned and must be kept clean. Bucket cloth or splash mat- is used by windows cleaners and anyone using a bucket to prevent making a carpet or polished floor. MECHANICAL CLEANING EQUIPMENTS Vacuum Cleaners A vacuum cleaner uses an air pump to create a partial vacuum to suck up dust and dirt, usually from floors. Most hotels with carpeted floors possess a vacuum cleaner for cleaning. The dirt is collected by a filtering system or a cyclone for later disposal. Vacuum cleaners come in variety of models owing to their usage: 1. Upright vacuum cleaners take the form of a cleaning head, onto which a handle and bag are attached. Upright designs usually employ a rotating brush-roll, which removes dirt through a combination of sweeping and vibration. There are two types of upright vacuums; dirty-fan / direct air, or clean-fan / indirect air. 2. Canister (or cylinder) designs have the motor and bag in a separate canister unit (usually mounted on wheels) connected to the vacuum head by a flexible hose. Although upright units have been shown to be more effective (mainly because of the beaters), the lighter, more maneuverable heads of canister models are popular. Some upmarket canister models have "power heads", which contain the same sort of mechanical beaters as in upright units, such beaters are driven by a separate electric motor. 3. Wet vacs or wet / dry vacuums - a specialized form of the canister vacuum - can be used to clean up wet or liquid spills. They commonly can accommodate both wet and dry soilage. Some are also equipped with a switch or exhaust port for reversing the airflow, a useful function for everything from clearing a clogged hose to blowing dust into a corner for easy collection. 4. Back-pack vacs are commonly used for commercial cleaning: They allow the user to move rapidly about a large area. They are essentially canister vacuum cleaners, except that straps are used to carry the canister unit on the user's back. 5. Built-in or central vacuum cleaners move the suction motor and bag to a central location in the building and provide vacuum inlets at strategic places throughout the building: only the hose and pickup head need be carried from room to room. Plastic

336 piping connects the vacuum outlets to the central unit. The vacuum head may either be unpowered or have beaters operated by an electric motor or air-driven motor. The dirt bag in a central vacuum system is usually so large that emptying or changing needs to be done less often. Since this central unit is usually located outside the living area, no dust is recirculated back into the room being cleaned. In addition, because of the remote location of the motor unit, there is less noise in the room being cleaned than with a standard vacuum cleaner. 6. Robotic vacuum cleaners move autonomously, usually in a mostly chaotic pattern ('random bounce'). Some come back to a docking station to charge their batteries, and a few are able to empty their dust containers into the dock as well. 7. Small hand-held vacuum cleaners, either battery-operated or mains powered, are also popular for cleaning up smaller spills. 8. Drum vacuums are used in industrial applications. With such a configuration, a vacuum "head" sits atop of an industrial drum, using it as the waste or recovery container. Electric and Compressed Air powered models are common. Compressed air vacuums utilize the venturi effect. Most vacuum cleaners are supplied with various specialized attachments, tools, brushes and extension wands to allow them to reach otherwise inaccessible places or to be used for cleaning a variety of surfaces. Scrubbing / Polishing Machines Scrubbing/ Polishing Machines consist of one large or several small brushes which revolve and scrub the floor while water and detergent are released from a tank attached to a machine. With suitable brushes this versatile machine can be used for shampooing carpets, polishing, spray buffing, spray cleaning or polishing floors. Hot Water Extraction Hot water extraction also known "steam cleaning" is the method of deep rinse cleaning of the entire carpet. But actual live steam (vapour created at boiling point of water) is not employed in the cleaning process. Hot water extraction is a deep cleaning process that removes embedded soils that have been carried or blown over the carpet. A hot water extraction machine, whether portable or truck mounted, has a pump which dispenses water, under pressure, through spray nozzles into the carpet and a high powered vacuum system that sucks the dirty water into a holding tank within the extraction machine. This system includes a three step process: 1. Pre-spray carpeted area with a detergent that is not too strong (or too alkaline). They may damage the carpet.

337 2. Agitate with a power scrubber which utilizes a rotary brush to loosen soils. This will not only loosen soils but help cleaning agents penetrate into carpet fibers to deep clean the entire carpet fiber. 3. A complete rinse with softened hot water is used. The clean, softened, hot water is sprayed onto the carpet fibers through spray nozzles. The spray rinses all added chemicals, cleaners, and dirt into an attached high powered vacuum shoe that sucks the dirty solution back into a holding tank on the extraction unit. The removed soil is held in the tank until it may be disposed of later in a sanitary drain, toilet, or proper waste facility. Solutions should not be dumped onto the ground outside, in storm sewers, or in the streets.

338 Machinery Most machinery is powered by electricity but some may be powered by gas, steam or air pressure. Equipment Uses Storage Care Dry suction machines Removing surface dust and smell pieces of Deloris from walls, floors, ceilings, soft furnishings and furniture. -Hang hoses on hooks -Place tubes in boxes -Place heads in boxes, drawers or on shelves. Check dust bags after use. Wipe daily and check flax and hose Clean head after use Oil wheels when necessary Check filter after use. Wet suction machines Removing waste liquids or solutions from floors containers On machines ,exposed to air and off ground if possible Empty, wash rinse and dry bucket. Wipe squeegee and replace when necessary. Rinse out hose wipes casing and wheels after use. Check filter after use. General purpose floor machines Buffing,polishing,stripping polishes and seals, scrubbing shampooing on floors but may be adapted for use on upholstery Place discs and pads on hooks or shelves Brushes –Remove fluff, wash, rinse and dry wet ones after use and dry ones occasionally pads. As above Empty, wash, rinse and dry tanks. Wipe wheels and casing after use Check flax ,e.t.c Shampooers Removing ingrained dirt from soft floor surfaces and upholstered furniture Hang hoses on hooks Place tubes in boxes ,tanks with lids loosely attached Brushes with As general purpose

339 bristles horizontal .Plates on shelves Washing machines Soft fabrics as specified by the manufactures Do not overload weigh items first Ensure water is turned on and off at appropriate times for automatics Keep soap dispensers clear and clean Do not bang doors Leave doors and lids open slightly until thoroughly dry inside wipe outer casing after use Clean filters after use Store hoses correctly after use Spin dryers Removing excess water from fabrics Load evenly Do not overload Keep lid open until thoroughly dry Do not attempt to remove items before completely still. Tumble dryers Reduces ironing requirements dries fabrics as required. Do not overload load correctly -Clean filters after use Do not hang on the door Sewing machines Repair work making up uniforms and soft furnishings applying labels and tapes e.t.c Keep covered when not in use Remove fluffs frequently Use correct needles, thread oil occasionally. Containers Cleaning staff find work a lot less tiring if they have a container such as a bucket, basket or caddie box in which to carry their basic equipment from room to room. Housemaids or ‘chamber maids’ boxes are these days generally made of plastics .They consist of a box with a handle and a filtered tray and are used by maids for carrying small items ,e.g. toilet soap, polishes ,abrasives, cloths etc.

340 Trolleys are ideal for use in establishment where there is need for constant replacement of a variety of items,e.g linen, soap laundry bags ,cleaning cloths,tissues,showers caps ,advertising leaflets, rubbish sacks, toilet rolls and menu card. The containers must be kept clean and labeled according to area in which they are to be used .They must be kept topped up with the appropriate items so that they are always ready for use .Trolleys must be locked away when not in use and emptied and cleaned once a week. Laundry sacks. May or may not be mobile. They may be mad of fiberglass or plastic or take the form of a bag made of tough cotton or nylon with dry strings or zips. Are easier to store and may be colour coded to identify different types of linen. Hospitals use a special fabric for contaminated linen which can be placed directly into a washing machine where it will dissolve, thus reducing the risk of cross infection. Laundry carts These are necessary in case complexes which have several buildings e.g. hospital holiday camps and universities campuses, as linen may have to be transferred to a central collection point .They are often made f aluminum, which is light but may get damaged easily, so supervisors should ensure that they are kept clean their wheels oiled and that they are kept in a dry, well-ordered storage areas. Buckets May be metal or plastic. Plastic is light in weight, much quieter in use, and very easy to clean then galvanized iron. Are used with mops and many have one or two sections and usually have wringer device of some sort which should be detachable for easy cleaning .The larger buckets have castors which must be kept be clean and free from dust and dirt.Coloured buckets can be identified easily for use in certain areas or for special tasks e.g. toilets, kitchens, rooms or offices. All buckets should have labels indicating where they belong to prevent them becoming a source of contamination they should be thoroughly washed and rinsed inside and out every time they have been used and stored dry. Waste Bins

341 Are used at three different stages during cleaning (a) In individual rooms – should be emptied daily and wiped or washed once week. (b) On cleaners’ trolleys-are used to collect waste from individual rooms .There should be two ,one made of metal for waste found in ashtrays to prevent the risks of fire and the other of paper or plastic which will incinerate easily (c) In waste collection areas-are usually outside the building hidden from view. Bins should be kept covered and be swilled out weekly if possible. If this is not done pests are likely to appear and may find their way into the building. An untidy bin area is often an indication of a poor standard of hygiene inside the building Sanibins Are used in female toilets for storing soiled sanitary towels. They should be emptied and wiped daily- a task made pleasant by providing staff with rubber gloves and by placing bags in toilets. Care of sanibins is frequently undertaken by specialist firms. The efficiency of such a service must be monitored by supervisors. CLEANING AGENTS Cleaning Agents are substances, usually in liquid form, that are used to remove dirt, including dusts, stains, bad smells and clutter in solid surfaces. Purposes of using cleaning agents include health, beauty, elimination of offensive odor, and to avoid the spreading of dirt and contaminants to oneself and others. Some cleaning agents can kill bacteria & other microbes and clean at the same time. TYPES OF CLEANING AGENTS Various types of cleaning agents are used for cleaning the guest rooms, bathroom, toilets and other public areas. Typical cleaning agents include aqueous and semiaqueous cleaning agents, solvents, acids, alkalis and abrasives. The different types of cleaning agents used are discussed below: Solvents A solvent is a liquid that dissolves a solid or liquid solute, resulting in a solution. The most common solvent used in everyday life is water. It is the simplest cleaning agent and some forms of dirt will be dissolved by it, but normally unless it is used in conjunction with some other agent like detergent, water is not an effective cleaning agent.

342 Precaution must be taken to change the water frequently when it gets dirty because it could leave a film of dirt instead of removing it. Warm water dissolves soap more readily than cold water; hence it must be used to remove dirty soap lather. Caution must be taken that the water is ‘soft’ as most detergents are ineffective with hard water. Moreover, hard water does not wet the surface adequately which is a precondition for good cleaning action. Detergents & Soaps Detergent is a compound, or a mixture of compounds, intended to assist cleaning. The term is sometimes used to differentiate between soap and other chemical surfactants used for cleaning purposes. Detergents and soaps are used for cleaning because pure water can't remove oily, organic soiling. Soap cleans by acting as an emulsifier. Basically, soap allows oil and water to mix so that oily grime can be removed during rinsing. Detergents are primarily surfactants (Example Tween 20), w h i c h are produced from petrochemicals. Surfactants lower the surface tension of water, essentially making it 'wetter' so that it is less likely to stick to itself and more likely to interact with oil and grease. Detergents are similar to soap, but they are less likely to form films (soap scum) and are not as affected by the presence of minerals in water (hard water). There are several factors that dictate what compositions of detergents should be used, including the material to be cleaned, the apparatus to be used, and tolerance for and type of dirt. Abrasives Abrasive cleaners generally use some kind of grit to boost their cleaning ability, along with detergents, acids, alkalis and other compounds. Some are in powder form while others are suspensions of abrasive in liquid. The quartz or silica that constitutes the grit will easily scratch and / or damage softer surfaces such as laminate, fiberglass, stainless steel, etc. Even on very hard surfaces such as porcelain, use caution. Over time, abrasives will dull and scratch the surface. Abrasives can be classified as: ¾ Fine abrasive: includes whiting (filtered chalk), jewels rouge (a pink oxide of iron). ¾ Medium abrasive: includes scouring powders and paste.Scouring powders are made up of fine minerals generally lime stone or calcite mixed with soap or detergent and alkali to remove grease and little bleach.