CLEANING EQUIPMENTS

Efficient cleaning and maintenance are dependent

upon high-quality cleaning equipment, correctly
using. Though only 5-10% of the overall cost
incurred on cleaning is accounted for by cleaning
equipment and agents, selecting the ideal
equipment plays a major role in the cleaning
process. There will often be several ways of carrying
out any particular cleaning task and different types
of equipment that can be employed for it. It is the
executive housekeeper’s responsibility to select the
most appropriate piece of equipment according to
the hotel’s requirement. Most types of cleaning
equipment fall under the category of recycled items,
but a few large pieces of items may be considered
as fixed assets. The correct choice of quality
cleaning equipment could save costs due to
breakdowns, reduce fatigue and also ensure overall
efficiency in operations.
Equipment used in the cleaning of surface, furniture
and fittings in a hotel building include both manual
and mechanical equipment .
Manual Equipment

Manual equipment can include all types of

equipment that clean or aid in the cleaning process
by directly using manoeuvre, operation and energy
of employees.
Following are some of the important code words.

1. Deluxe= Dlx-A
2. Superior=SPR-B
3. Standard=STD-C
4. Suite=SU
5. Double=DBL
6. Single=SL
7. Poolside=PS
8. Ground level=GL
9. Interconnecting=X
10. Mountain view=MV
11. Deluxe room with twin side bed=A1K
12. Standard room with two twin bed=C2K

Rooms content and supplies

The hotel rooms consist of different guest supplies required by the guest and

are replaces whenever needed. Room contents and supplies in the room are

as follows

 Bedside table, tea table

 Business or writing table
 Bed linen
 Side table
 Ashtray, matchbox, candle with stand
 Holy books like "Gita", "bible", etc
 Business kit, sewing kit
 Guest stationary includes letter heads or notepad, envelope, fax paper, hotel brochure, tariff
card, etc
 Water jug with glasses
 Telephone, TV, Minibar(a small refrigerator with refreshments and chocolates and other
snacks in it for midnight snacks which are charged to guest while they check out)
 Hangers, Laundry bags
 Shoe mitts
 Pencil, ball pens
 Scribbling pad (Notepad)
 Newspaper, magazines, and other articles
 Disposal bag, dust bin
 Creamer or milk powder, tea bag
 Coffee packets, sugar sachets
 Coffee percolator
 Table lamp
 DND card (Do not disturb card) or Laundry pick up card or make my room card)
Different forms and formats

As we know that the housekeeping job is very methodological and complex. It

is always a difficult job for an executive housekeeper to keep control over

everything all the time. A reporting system is developed to ensure the vertical

flow of information. Here are some of the important forms and formats to be

maintained by housekeeping personnel to ensure the better communication

and proper documentation.

1. Housekeeping room report

2. Housekeeping room occupancy report
3. Linen room and control sheet
4. Discrepancy report
5. Lost and found report
6. Desk control register
7. Room maintenance order slip
8. Guest room linen exchange form
9. Room checklist
10. Key control sheet

A par is a minimum stock of linen or uniform required to meet the daily

demands of a hotel so as to ensure a smooth circulation.

Importance of Par Stock

1. To prevent overstocking and thereby avoid chances of spoilage during storage space
problems, etc.
2. To ensure proper supply at all times.
3. To help in effective budgeting.
4. To simplify inventory taking.
5. To bring about manageable control.

Some examples of available key card brands:

Unique, vingcard, electronic, Miwa and saflock are some of the brands

available in the market.

Types of key

A key is programmed or a manual device to open guest rooms in a hotel

which works as a safe guard of rooms when the guest are out. Whatever the

lock system is adapted in the hotel, there are certain fixed keys according to

the levels of room to be opened. Following are some of the types of keys

adapted in the hotel.

1. Guest room key

The guest room key is the individual key assigned to the guest when he or

she is checking out. Guest has to deposit his or her key at the time of

checking out.

2. Floor key

The floor key is used by room maids and supervisors. It is one single key used

to open all rooms of a particular floor. Each room attendant has issued this

key of his or her assigned floor before joining duty. Similarly, same goes to

supervisors as well.

3. Master key
This is the second type of key which is used by the executive housekeeper

only. With a single key, it helps to open all the rooms of certain numbers of

floors. For example 1, 2,3 floors.

4. Grand master key

This is used by the general manager. This key opens all the rooms of all

floors.

5. Emergency key

If the rooms are double locked, above all keys cannot open the door. In the

extreme cases when the hotel must open the room which is double locked, we

need an emergency key. Hence emergency key opens all the rooms even

when they are double locked.

Key Control

Key controlling is an important job because keys are expensive and may bear

high risk in order to provide safety for the guest and hotel property. Therefore

proper care and controlling of key result a long term use and security.

Following points are considered while maintaining a control over keys.

 Maintaining of key control log.

 Secured places for all rooms keys.
 Use of key control sheet.
 Guest should be encouraged to hand over keys they leave the hotel and collect them again
on their return.
 Key should always be placed on the correct hook or place.
 Regularly inventory of keys should be carried out and missing or damaged key should be
reported.
 The special keys are when not in use should be stored in the secured places.
  Identification should be sought prior to issuing a key to the guest,
 An unauthorized person should not have access to the key room.
 Key should be retrieved from the guest at the time of check out

1. Death

(source www.crone.com)

Hence in the hotel, there is a number of people's death is also one of the

unusual situation that happens in a hotel. Dealing with unusual events like

death (guest or employee ), the following steps must be taken.

 The front office staff or housekeeping staff or the concerned person should inform the
manager on duty or to the general manager.
 Doctor should immediately be called upon to examine the cause of death.
 General Manager may decide to call the police.
 The room and the area should not allow anybody to enter until all the police formalities are
over.
 There should not be any information to the other guests and staff about the incident as it may
make others nervous.
 The dead body must be removed from the staff entrance or the back gate.
 The concerned relatives should be connected through address was given on the registration
card.
 The death case should be handled inaudibly so that the incident is not known to everyone;
who may bring a bad name to the hotel
2. Accidents

(source theonelawyer.com)

Accidents are unpredicted and may be minor or major depending upon the

condition of the incident. In the case of any unusual accidents, the following

steps should be taken.

 The hotel and house doctor should be called immediately.

 Try to find out the condition of the guest and nature of the accident.
 Doctor`s instruction must be followed immediately.
 If the accident is minor like a simple burn, cut, bleeding etc first aid treatment should be
given as per requirement. The first aid measure is a simple medical treatment that is
provided to the injured person on the spot, before consulting a doctor. In the case of serious
accidents, the patient can be taken to the hospital immediately. The simple and common
method of first aid measure is do not move the causality unnecessarily. Keep him or her
warm. Make a diagnosis decide the treatment and treat. Check for breathing, blood
circulation and pulse.
 If it is beyond the control and happens to be a major case, the guest should be taken to the
nearby health centers or hospitals and inform the concerned person or relatives if required.

3. Damage to the hotel property

(source www.fayobserver.com)

Natural disaster, human errors and other guest and employee activities might

cause damage to the hotel property.

Following are some of the procedures as how to handle damages caused by

the guest.

 Guest staying in the hotel may damage the hotel property knowingly or unknowingly.
 Depending upon the type of damage caused by the guest, the hotel may charge for the value
of damages.
 Front office cashier is instructed to put the damaged amount in the guest account if found
that it is intentionally done.
 A responsible guest will never argue but may object. He or she must be referred to the
manager on duty or general manager.

4. Theft

(source: hncorvege)

Hotel belongings can be stolen by guest or employees. If the guest has stolen

an item from the room then the value of the item should be placed on the

guest account or guest folio at the front office cashier. Guest is politely

informed about his deeds only if one sure that the guest is to blame. If not,

hotel security is informed by providing all the necessary details about the

incident. The necessary action is taken after the serious scrutiny.

5. Drunk

Sometimes hotel may come over to handle unusual incidents like drunken

guest. It is understandable not to argue with the drunken guest. He or she

must be politely taken to his or him room or away from the public area. If the
situation gets worse and difficult to handle, the hotel security must be called

and handed over to them. The necessary steps will be taken to bring the

guest in n the rmal position.

6. Birth cases

In the cases of births in the hotel, precautions are taken before handling the

case. If the incident of such types occurs they are taken to the nearby health

centers hospitals by providing necessary support from the hotel. Hotel doctor

and relatives are informed if possible.

7. Skippers

Skippers are big problems to a hotel business, therefore, the necessary

precautions should be taken to control skippers by checking the complete

address in a registration form. Suspicious guests perhaps are asked for the

payment in advance or full payment. If the guest found to be with a scanty

baggage, the front office personnel or the staff should keep an eye on the

guest, limit the amount of the bill to restrict the expenses from going up.
8. Fire in hotel

(www.richardsiemen.com)

 As soon as a fire is detected, the first thing to do is to inform the telephone operator, who
plays a vital role helped on alarming the entire hotel.
 The front desk staff should immediately call the fire brigade available in the city for help.
 Every guest from the room should be vacated as far as possible.
 Trained firefighters should be initiated to extinguish fire, using appropriate safety measure.
Use different extinguisher for different grades of fire.
 If possible necessary thing should be removed and guests are suggested not create panic or
havoc which can make the situation more difficult to handle.
 Necessary fire preventive measure must be taken.

In a case of big fire, city fire brigade should be called after consulting with the

management.

References:

Oli Gopal Singh et.al., Hotel Management Principles and Practices-XI,

Buddha Prakashan, Kathmandu.

Bhandari, Saroj Sing et.al., Principles of Hotel Management-XI, Asmita Books

Publication, Kathmandu.

Source: slideplayer.com
 1. Amenity

A service or item offered in guest rooms for continence and comfort at no

extra cost.

2. Back office

The section of the department located at the backside, which has no direct

relation with the guest like linen, pantry, laundry, grading.

3. Bath mat

A mat used for wiping feet after taking

4. Business kit

A kit consists of basic business supplies such as file or pepper clips, pins,

rubber band, glue stick, etc for the emergency business purpose.

5. Cabana

A type of room located at the swimming pool, away from the main building,

use for changing purpose.

6. Caster wheel

Wheels under the Housekeeping trolley, which helps to make the trolley

mobile.
 7. Clear room

(source:www.pinterest.com)

Room that has been already cleaned by housekeeping for the sale.

8. Crib rate

A type of room rate for children below twelve years also referred as day rate

or half rate.

9. Deep Cleaning

A deep cleaning is undertaken in the guest room and in a public area.

10. Departure room

Room to be vacant for guest or it is also known as check out room.

11. Discrepancy Report

A report prepared by housekeeping department against a room status report

that differs from the front desk in the number of room cleaned.

12. Disposal bag

A paper bag used for discarding used sanitary napkins' or toilets and tissue

papers kept near to the toilet bowl.

13. DND card

A "Do Not Disturb" card hung outside the doorknob of the room by a guest to

inform staff and visitors not to disturb.

14. Elevator

Lift in a hotel for guest and staff separately.

15. Emergency key

source:www.123rf.com

A key that unlocks and opens all the doors in the hotels even when the door

are double locked also referred as the grand master key used only in

emergency cases. For example (if the guest does not open the door for a long

time)

16. Executive floor

A floor of the hotel that offers world class service in the rooms.

17. Floor key

A key that opens all the guestrooms of any particular floor in the hotel,

handled by a housekeeping attendant or room boy to clean the room.

18. FOC

Free of Charge

19. Front of the house

Functional areas of the hotel that have extensive contract with the guest such

as F and B outlets and Front office.

20. Guest comment card

A card provided in each room or in F and B outlets to fill about the likes and

dislikes regarding the services provided in a different department of their

necessary suggestions or comments to be improved in the future.

21. Guest stationary

A stationary folder which includes letter head, envelops, fax, papers, laundry

list, brochure, tariff card, etc kept in hotel rooms for guest use.

22. Hand candy

A portable bag or a container used for storing and transporting cleaning

supplies.

23. Hoppers

An opening in washing machine through the detergents can be poured.

 24. Horticultural

The department responsible for maintaining the garden and flowers required

in the hotel.

25. House call

A telephone call made by a member of hotel staff or guest within the hotel.

26. Housekeeping room report

A report made by each floor attendants on the basis of the current status of

room cleaned.

27. King sized bed

The largest sized bed in a hotel of 78 centimeters to 80 centimeters.

28. Laundry

(source:astorialaundry.com)

A place where linens and uniforms are washed, dry, cleaned, pressed, etc.

29. Maids cart

A housekeeping trolley that consists of all guest supplies and equipment

necessary for cleanliness of bathroom and bedroom.

30. Master key

A key that can open or unlock any door in the hotel which has a single lock.
 31. Mattress protector

The protector that helps to keep the mattress away from being wet and strain

for long term use.

32. MITRE

The corner fold of the bed sheet while making the bed.

33. MSDS

Its full form is Material safety data sheet. A sheet or data that consists

information about chemicals and their use in a safe way.

34. Napery

It refers to all the table linens in the hotel.

35. O.O

It means Out of Order. It means the room is under maintenance

36. OSHA

(It means Occupational safety Health act) the rules or act that protects from

the unsafe condition.

37. Par stock

The standard or a minimum number of linen or things materials for required

for work to be performed in the day to ensure smooth functioning.

38. PH scale
The scale that measures the acidity and alkalinity of a substance or solution.

39. Queen sized bed

The second largest bed in the hotel after king sized bed.

40. Room service

A section of F and b outlet that provides F and B facilities in a room as per the

order of the guest.

41. Room status

The current condition or position of a guest room whether it is vacant or

occupied, out of order, dirty, clean, etc.

42. Sewing kit

A kit that contains sewing supplies such as needles, thread, a button for

emergency purpose.

43. Shoe mattress

Flannelette or soft cloths materials used for shining or polishing the shoes.

44. Shower cap

A plastic cap used to protect hair from keeping wet during the shower for the

ladies.

45. Tent card

The card placed in as tent style for promotion and publicity of hotel products.
 46. Turndown service

It refers to evening service provided in the evening in all the guest room by

turning the bed linen, keeping the lights on and by drawing the curtains,

replacing necessary guest supplies so that the room is ready to sleep

comfortably for guest.

47. Upholstery

Fabrics or linens used for furniture décor.

48. Vacuum cleaner

An equipment or machine that is used to clean floor, furniture or carpet etc.

49. Valet

A person in the housekeeping department under laundry section who takes

the guest linen or uniform and returns back in time after washing. It also refers

to personalize service.

50. Vitreous china

Materials from which toilet bowls, wash basins, commode are made.

51. Water closet

A European term for toilet bowl and water closet.

References:
Oli Gopal Singh et.al., Hotel Management Principles and Practices-XI,

Buddha Prakashan, Kathmandu.

Bhandari, Saroj Sing et.al., Principles of Hotel Management-XI, Asmita Books

Publication, Kathmandu.

MONDAY, 27 FEBRUARY 2012

LINEN ROOM (A.O) 2ND YEAR

THE LINEN ROOM

The linen room is the centrestage 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. Usually, a par stock is maintained on each floor or at each unit to suffice
immediate requirements. Although the term ‘linen’ originally referred to those fabrics made from
the fibre derived from the stem of the flax plant, linen in this context means all launderable
articles and often includes pillows, mattresses, shower curtains, fabric lampshades and
upholstery thatare also handled by the linen room.
THE ACTIVITIES OF THE LINEN ROOM

 COLLECTION AND TRANSPORTATION

 SORTING AND COUNTING
 PACKAGING
 DISPATCH
 DELIVERIES
 CHECKING AND INSPECTION
 STORAGE
 DISTRIBUTION TO UNITS
 MONOGRAMMING
 REPAIRS AND ALTERATION
 STOCK TAKING AND RECORDS
 SECURITY
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.
PURCHASE OF LINEN
There are three major factors to be considered when purchasing linen:-
Quantity
Quality
Size

Quantity
The quantity of linen purchased is largely dependent on the following factors:-
1. size of the establishment
2. standard of the organization (will determine frequency of change)
3. turnover or occupancy
4. 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 is also referred to in terms of ‘par’.

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:-
1. fibre selection and quality of yarn
2. thread count
– the total number of warps & wefts in 1sq. in. of gray goods fabric.
The total thread count should be above 150. The balance between
warp and weft is also important. The warp is higher and the weft
should be no more than ten less. (indicated on fabric as warp no. X weft no)
This balance is especially necessary for stretch recovery during flatwork ironing.
3. finishes especially colour fastness
4. reputed manufacturers
It is advisable to obtain samples and launder them to observe the effects of laundering.

Size
Purchasing linen of the correct size is extremely important as wrong sizes can affect
appearance and even hamper operations.

Selection of linen depends on

- fibre, percentage of fibre, mixtures/blends, yarn quality
- thread count, balance between warp and weft, firm selvedge
- finishes (for appearance and laundrability)
- VFM and Life expectancy v/s Frequency of replacement

RULES FOR LINEN PURCHASE

1. Check for the amount of ‘dressing’ that falls out from the
fabric when rubbed together.
2. Look for a firm smooth weave and strong selvedge.
3. Machining should be strong (10 to 15 stitches per inch).
4. Obtain samples and test for laundering effects.
i.e. shrinkage, loss of shape, colour
5. Buy in bulk to avail of discount.
6. Stagger the supply to overcome/avoid storage problems.
7. Large orders should be marked or monogrammed by the
supplier.
8. Select a supplier on the same level as your organization,
preferably with a recommendation.
9. A Purchase Index Card must be maintained for every linen
item in stock.
10. Accurate specifications must be provided when placing
orders, particularly with reference to size.
11. Orders should be placed well in advance, so that the
specifications may be met with.
12. A good rapport with the supplier is essential especially
with regard to credit facilities.
STANDARD SIZES OF LINEN ITEMS
Sheets:
Single 78” x 108” (203 cm. x 274 cm.)
Double 90” x 108” (224 cm. x 274cm.)
King size 117” x 108”(295 cm. x 274 cm.)
Pillowcases:
Standard 20” x 30” (50 cm. x 75 cm.)
King size 20” x 40” (50 cm. x 100 cm.)
Blanket:
Single 70” x 100” (175 cm. x 250 cm.)
Double 90” x 100” (228 cm. x 250 cm.)
King size 116” x 100”(290 cm. x 250 cm.)
Towels:
Bathsheets/Bath Blankets 40” x 70” (100 cm. x 178 cm.)
Bath Towels 30” x 54” (76 cm. x 137 cm.)
Medium-sized Towels 22” x 40” (56 cm. x 100 cm.)
Hand Towels 15” x 24” (38 cm. x 60 cm.)
Face Towels 10” square (26 cm. square)
Roller Towels 18” (45 cm.) width in huckaback
Bath Mat 24” x 36” (60 cm. x 92 cm.)
Table Linen:
Square Tablecloths: 36”, 54”, 63” or 72” square
(91, 137,160. 182 cm. square)
Rectangular Tablecloths 52” or 90” x 72”
(133 or 230 cm. x 183 cm.)
Serviettes 24” square (60 cm. square)
Cocktail Napkins 10” square (26 cm. square)