CHAPTER 1

Role of Housekeeping in Hospitality

Industry
The aim of all Hotels or establishments that offer
accommodation is to provide their customers
with clean, attractive, comfortable and
welcoming surroundings that offer value for
money. Nothing sends a stronger message than
cleanliness in a hospitality industry. No level of
service, friendliness or glamour can equal the
sensation a guest has upon entering a spotless,
tidy and conveniently arranged room. Both
management and guest consider keeping the
place clean and in good order a necessity, for a
hotel to command a fair price and to get repeat
business.
A survey carried out showed 63% travelers rated
cleanliness and appearance as their first priority
in their choice of hotels. The housekeeping
department takes pride in keeping the hotel
clean and comfortable so as to create a ‘home
away from home’. Good housekeeping is
considered as the backbone of accommodation
sector as its main aim is to provide a clean
comfortable, safe and aesthetically appealing
environment.
Housekeeping is an operational department of
the hotel. It is responsible for cleanliness,
maintenance, aesthetic upkeep of rooms, public
areas, back areas and surroundings.
A hotel survives on the sale of rooms, food,
beverage, and other minor services like laundry,
health clubs, health spa, sightseeing, shopping
arcades etc. The sale of rooms constitutes a
minimum of 50% of these sales.
Thus a major part of hotels margin of profit
comes from room sales because a room once
made can be sold over and over again. However,
the days when the room remains unsold there is
a total loss of revenue. To this extent, rooms are
more perishable than food. The housekeeping
budget typically accounts for 20% of the
properties total operating expenditure. The
largest element of operating cost in the
housekeeping department is labour. The effort
that the housekeeping department makes in
giving a guest a desirable room has a direct
bearing on the guest experience in the hotel.
Guest rooms are the heart of the hotel. Unless
the décor is appropriate, the air odour free,
furnishing and upholstery is spotlessly clean the
hotel may loose a guest as a potential customer.
The housekeeping department not only prepares
the clean guestroom on a timely basis for the
guests who are arriving but also cleans and
maintains everything in the hotel so that the
property is fresh and attractive as the day it
opens for business. The housekeeping thus
contributes in a big way towards the overall
reputation of a property. It is a 24 hour and 365
day operation. Scientific housekeeping demands
the employment of the most effective cleaning
materials and procedures, attention to
purchasing the most suitable linen supplies,
maintenance of decorative area under the
housekeeping department purview and proper
organization and supervision.
Other than hotels, professional housekeeping
service is very much in demand in hospitals,
cooperate buildings, airports, airlines, cruisers,
banks shopping arcade. Since most such
organizations prefer to out source these
functions, contract housekeeping is becoming a
lucrative entrepreneurship venture these days.  
AIMS OBJECTIVES & RESPONSIBILITIES of
HOUSEKEEPING DEPARTMENT:
· To achieve the maximum possible efficiency
in ensuring the care and comfort of the
guests.
a) Establish a welcoming atmosphere and
ensure courteous, reliable service from all
the staff of the department.
b) Ensure a high standard of cleanliness and
general upkeep in all areas for which the
department is responsible.
c) Provide linen in rooms, food service areas
etc and maintain an inventory for the
same.
· To provide uniforms for all the staff and
maintain adequate inventory for the same.
 a) Cater to the laundry requirement, staff
uniforms and guest clothing.
b) Deal with the lost and found articles. This
ensures the smooth running of the
department.
· To resist in the maintenance of the building
while contributing to a safe and healthy
environment.
· To provide and maintain the floral
decorations and landscaped areas of the
hotel.
· To select the right contractor and ensure
that the quality of work is maintained.
· To coordinate the renovation of the property
as and when required in consultation with
the management and the interior designer.
· To coordinate with the purchase department
of the guest supplies, cleaning agents,
equipments, linen, carpets and other items
used in the hotel.
· To ensure training control and supervision
of all staff attached to the department.
· To establish a good working relationship
with other departments.
· To ensure that safety and security
regulations are made known to all the staff
of the department.
· To keep the G.M and administrator informed
of all matters requiring special attention.
BRAND LOYALTY:
 Resident guest may be loyal to a particular chain
of hotels or properties.Eg. Holiday Inn, Hyatt,
etc.Change of brand loyalty can be explained as
a matter of habit, maximization of value to price
or past experience with service since it is difficult
to explain pre purchased information about
services. Consumers may be reluctant to change
brands as they are uncertain.
Guest also become brand loyal as they realize
that repeat patronage to a particular property
gives them personalize service and greater
satisfaction of their needs. This is due to the fact
that guest is recognized as his needs are known
by the staff.
Decreasing brand loyalty may be due to:
· The availability of individual brands only in
certain locations. This forces the client to
choose another brand. In this way the
consumer learns about competing brands
and is able to make a more realistic
evaluation of the kind of brand he would like
to patronize.
· Travel writers give useful tips about different
hotels, their services and comfort of stay.
· Travel agents also help in giving information
about different hotels.
· Trade magazines often do monthly
assessments of different hotels.
AREAS of RESPONSIBILTY of
HOUSEKEEPING DEPARTMENT:
· Guestrooms / Floors:
Room attendants and floor supervisors are
responsible for the cleanliness maintenance
and security of guestrooms and surrounding
areas.
· Public Areas:
a) Front of the house areas.(Eg. swimming
pools, parking area, club, food service
area etc.)
b) Back of the house areas.(Eg. Staff
canteen, service elevator, locker rooms,
administrative canteen, laundry, linen
rooms, basement, store except kitchen
which is cleaned by the kitchen stewards)
c) Linen and Uniform rooms:
The housekeeping department is
responsible for its functioning for the
repairs and renewal of linen and for
maintenance of proper inventory and
stock records of all linen items. Linen
includes room linen, food service linen,
soft furnishings, uniforms, bed and bath
linen.
d) Laundry: OPL (On Premises Laundry):
If the laundry is on premises then the
guest laundry from the rooms is directly
collected and delivered by the laundry
ballet. However all hotel linen is first
collected in the linen room and then sent
to the laundry for washing. OPL (off
 premises laundry) is the laundry of both
the guest and linen which is done by the
external laundry. All the linen including
the guest laundry is collected in the linen
room from it is sent to the external
laundry for washing. The washed linen
including the guest laundry is collected at
the linen from where it is sent to the
guest rooms and other service points.
e) Resident Guests:
They are given their service by room
attendance and they are not charged for
it. Some hotels have a shoeshine
machine in the corridor.
f)Florist:
It could either be given out for contract
or be a part of the responsibility of the
housekeeping department. An employee
of the housekeeping department would
be required to do the flower
arrangements in the lobby, guestrooms,
restrooms, restaurants. Any banquet
requirements like a backdrop for a
wedding are done on contract.
g) Extra Room Complimentries & Supplies:
Iron, first-aid, hot water bags, ice bags,
thermometer, hair dryer etc are given
out for guest use at no extra cost.
However a request for extra beds should
be routed through the Front office since
the guest would be charged extra for it.
 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.
Brushes
 These may be designed to remove dry or wet
and/or ingrained dust and dirt from hard or soft
surfaces.
Basic parts of a brush: The basic parts of a
brush are as follows -
· Bristles: These may be of animal, vegetable or
manmade origin. Horsehair, nylon and
polypropylene are commonly used to make
bristles for cleaning brushes. In general, the
finer, softer bristles are best for smooth and hard
surfaces. The harder the bristles, the softer the
surface on which the brush should be used,
exception being toilet brushes and brushes found
on all-purpose flour machines. Bristles, if not
maintained properly, have a tendency to bend,
splay or fall out of the stock. Bristles should be
closely set in tufts and the stock well covered
with tufts.
· Head stock: This is the part of the brush into
which the bristles are inserted. The stock may be
of wood, metal, or plastic. A good brush is one
that has a sturdy stock.
· Handle: Brush handles may be detachable or
non-detachable. Detachable handles must be
fixed firmly in place on the stock when the brush
is in use.
Types of brushes: Three main types of
brushes are used for cleaning surfaces.
· Hard brushes: Hard brushes have bristles that
are fairly stiff and well spaced out. They are most
 suitable for the removal of heavy soil and litter
from carpets and for cleaning rough surfaces.
· Soft brushes: Soft brushes have bristles that are
fairly flexible and set close together. These help
to remove loose soil and litter on hard, smooth
surfaces. Such brushes may be designed to dust
carpets and furniture, too, especially those made
of cane, wicker and bamboo.
· Scrubbing brushes: Scrubbing brushes have
short, coarse bristles designed for use on
surfaces that have become stained and heavily
ingrained with dirt. These brushes should only be
used to remove stubborn, heavy soiling from
small areas that are difficult for a scrubbing
machine to access. Long handled scrubbing
brushes, called deck scrubbers or T-scrubbers,
are useful for cleaning larger areas as well as
corners.
Brushes are also classified on basis of
their function:
· Toilet brushes: These are WC brushes,
radiator brushes and Johnny mops.
· Bottle brushes: These are used for
cleaning overflow vents in wash basins
and tubs.
· Cloth scrubbers: These are used for
scrubbing clothes.
· Deck scrubbers: These are used for
cleaning large areas.
 · Carpet brushes: These are used for
brushing carpets.
· Upholstery brushes: These are used to
loosen out dust embedded between the
fabric fibres in upholstered chairs and
sofas
· Feather brushes: These are brushes with
feathers, for light dusting.
· Hearth brush: These are used for
cleaning heavy soiling and removing ash
out of fireplaces.
· Flue brush: These are used for cleaning
chimneys.
Care and cleaning of brushes:
Brushes should be gently tapped on a hard
surface to loosen dust and debris after the
cleaning process. Frequent wash with water is
avoidable since the brushes may lose some of
their stiffness in this way. If they must be
washed frequently, the final rinse should be in
cold saline water to help the bristles regain their
stiffness. Brushes should be cleaned of all fluff
and threads before washing. They may then be
rinsed in warm, mild soapy water. A disinfectant
should be added to the water used for rinsing
toilet brushes. If brushes with natural bristles
(vegetable or animal origin) have been used for
wax polishing, add washing soda (1 tbsp to 2
litres of water) to remove grease thoroughly.
Brushes should be washed by beating the head
up and down, with the bristles facing downwards,
 so that the water splashes up between the tufts.
They should be rinsed well in the same way in
cold water. After shaking off excess water, the
brushes should be left to dry in such a way that
the remaining water may drip off the side of the
brush or the top of the head stock. Never leave
brushes resting on their bristles, else they will
splay out; if left resting on their stock, water will
rot the stock in time. The best way would be to
hang the brushes bristles downward. When
possible, dry brushes in the sun or open air. To
extend the life of the brush, apply lacquer to the
stock and handle with an oil-can and allow to
harden.
Brooms
Sweeping brooms consist of long bristles
gathered together and inserted into a handle.
The bristles of a broom may be made of grass,
corn or coconut fibres. Depending on the type,
brooms may be used for removing dust or dirt in
large areas.
Types of brooms: As with brushes, brooms
may be classified into 3 main categories:
· Soft-bristled brooms: Soft bristled brooms such
as corn-fibre brooms, grass brooms and whisk
brooms are used on smooth floors. A good soft
broom has comparatively fewer split ends and
any splits that do form are short.
· Hard/Coarse-bristled brooms: Brooms such as
yard brooms and coconut fibre brooms are used
on course surfaces, especially outdoors.
· Wall brooms: These are also called ceiling
brooms or Turk’s heads. They have a soft head
and long handle, usually made of cane. These
brooms are used to remove cobwebs as well as
dust from cornices, ceilings and high ledges.
Electric brooms, arguably a fourth type, have
been discussed under
mechanical equipment. All kinds of brooms raise
and dissipate dust, so that, with the advent of
the more hygienic process of vacuum cleaning,
brooms are used less often for cleaning purposes
in hotels.
Care and cleaning of brooms:
Brooms should be shaken free of dust and fluff.
Never store them standing on their bristles, or
the bristles will bend out of shape, resulting in
inefficient cleaning. Store brooms either lying
horizontally or hanging bristles downward. Never
use soft brooms on wet surfaces. Stiff brooms
such as coconut-fibre brooms can be used on wet
surfaces but must be cleaned afterward
thoroughly in saline water and dried in the sun
before cleaning.
Box Sweepers
These are also called carpet sweepers
and are used for sweeping up dust and litter
from soft floor coverings as well as rugs and
carpets. They are ideal for the removal of
spills and for light cleaning of small carpeted
areas. A box sweeper consists of a friction
brush that revolves when the equipment is
 pushed manually over the carpet bottom to
facilitate emptying after use. Choose
sweepers with a wide base that is low
enough to be pushed under furniture and
that will clean close to a wall. In sweepers
meant to clean hard floors as well as soft
floor coverings, the brush can be lowered to
the floor to sweep.
Care and cleaning of box sweepers:
The friction brush should be kept clean; else the
efficiency of the equipment will be seriously
impaired. After the cleaning process, the
dustpans should be emptied of all the collected
dust.
Dry Mops
Also called dust control mops, these are designed
to remove soil and debris from floors, walls and
ceilings without raising and dissipating dust.
These mops generally consist of a handle to
which a metal frame is attached. The mop head
is either inserted into the frame or stretched over
it, according to the type.
Types of dry mops: There are 4 principle
types of dry mops:
· Mops with impregnated fringes:These
mops consist of dense cotton fringes,
approximately 15 cm in length, inserted
into a metal frame of 15-120 cm length.
These mops are usually pre-impregnated
or will require impregnation by soaking in
or spraying with mineral oil or a synthetic
 impregnating fluid. The dust is held onto
the mops by the oil.
· Impregnated mop sweepers:These
mops consist of a double-hinged frame
and are thus called ‘V-sweepers’ of
‘scissor-action sweepers’. The mops can
be pre-impregnated or may require
impregnation before each use. Following
impregnation, sufficient time must be
allowed for the mineral oil to cure the
fibres; else the mop will leave a film of
oil on the cleaned surface due to
improper curing. To be effective, an
impregnated mop must also be
manoeuvred correctly. It should be
worked in long, even strokes in a
continual movement, keeping the mop
head in contact with the surface all the
time. This way, maximum dust collection
and minimum dust dissipation is ensured.
· Static mops: These mops consist of
acrylic, nylon or polyester strands fixed
to a backing stretched over a metal
frame. When in use, the fringes splay out
to form a large surface area, holding dust
by means of a static charge that builds
up on the fringe. Static mops are more
easily maintained than impregnated
mops.
· Disposable mops: These mops consist of
a handle with a soft pad at the end, onto
 which a cheap cotton or synthetic
material is affixed. The material has
properties enabling it to attract and hold
dust. The fabric is held in place by clips
or a special tape and is usually
purchased in large rolls, from which the
desired amount can be cut. The fabric is
disposed off after each use and replaced
immediately. Although very expensive
due to constant replacement of the head,
they are extremely hygienic and are
particularly suitable when infection
control is required.
Care and cleaning of dry mops:
Shake mops well after use outdoors. The mop
head should be easily detachable so they can be
frequently washed in hot water with detergent.
The use of soap-free detergent will prevent the
formation of scum that clogs the fibres of the
head. The mop must be worked up and down in
at least 2 changes of clean, hot water. The clean
mop should then be tightly squeezed out, shaken
well to get rid of excess moisture and left to dry
in open air. Once dry, the mops may need to be
re-impregnated.
 Wet/damp mops:

These mops are used in conjunction with

buckets for the removal of dirt adhering to a
surface. The mop heads can be made of cotton,
sponge or any other fibre capable of absorbing
moisture well.
 Types of damp mops: There are 4 types
of damp mops available:
· Do-all mops: These mops consist of strands of
twisted cotton fixed to a circular metal plate,
which in turn is fixed to a stock.
· Kentucky mops: These mops consist of cotton
strands fixed to a length of cotton fabric which is
in turn inserted into a flat metal stock. They are
available in weights ranging from 330g to 670g.
The strands may be stitched together or
unstitched. The former are less likely to tangle,
can be laundered more easily and are likely to
last longer than unstitched mops.
· Foss mops: These consist of a dense cotton
fringe inserted into a heavy metal stock. They
are available in a wide range of weights.
· Sponge mops: These consist of cellulose sponge
fixed to a replaceable, lever-controlled head,
hinged for wringing out and attached to a long
handle. Using a sponge mop is one of the easiest
ways to wash a hard floor. Short handled sponge
mops are also available for cleaning windows.
· Squeegee: A squeegee consists of a long metallic
handle and a wooden or rubber blade to remove
excess water from a surface being cleaned It is
effective when followed by mopping with a damp
mop. A smaller version called the window
squeegee is used for wiping away water from
windows after washing.
Care and cleaning of damp mops:
 Take mops outdoors after use and shake well to
remove excess moisture. Then these mops may
be washed in the same way as dry mops.
Detachable heads are easier to clean and
maintain. However, drying is the most important
part of mop care as bacteria require moisture to
multiply. A disinfectant to discourage their
growth is effective only for a short period of
time, so leaving them damp means letting germs
breed. Damp mops should be renewed as soon
as there are signs of wear. They should be stored
in such a way that air is allowed to circulate
around the mop head. Never use disinfectant or
bleach with a cellulose sponge head. Wash and
rinse sponge heads after use, squeeze out excess
water and dry well. Store the sponge head by
hanging.
Cloths
Various cloths are used extensively in wet and
dry cleaning by housekeeping staff. For efficient
and correct usage, cloths may be colour-coded
and the staff well-trained.
Types of cloths: A variety of cloths are
available for specific purposes:
· Dusters and cloth mittens: These are meant for
dusting and buffing. Soft, absorbent plain or
checked cotton material or yellow flannelette of
up to 15 sq. Cm is ideal for dusters. When used
for damp dusting, they must be sprayed with a
fine mist of water or dusting solution. Cloths may
be impregnated with a mineral oil instead.
 Dusters must be folded several times into a
hand-sized pad before use so as to provide a
number of clean surfaces and avoid spreading
dirt again to a clean surface instead.
· Swabs and wipes: These are all-purpose cloths
made of soft, absorbent material. They are used
for wet cleaning and damp dusting of all surfaces
above floor level. They are also used for cleaning
sanitary fittings such as bathtubs and wash
basins. Wipes include loosely woven or knitted
cotton cloths and non-woven cloths. Synthetic
sponges may also be grouped under this
category. They are available in various sizes and
shapes. Sponges are better than cloths for
washing walls, woodwork, glass and upholstery.
· Floor cloths: Floor cloths are bigger, thicker and
made of coarser cotton material than all-purpose
swabs. They are used to wipe WC pedestals and
remove spills from floors.
· Scrim: This is a loosely woven linen material
resembling fine sackcloth. Scrim, because of its
high absorbency and lint-free nature, is often
used instead of chamois leather for cleaning
windows and mirrors.
· Glass cloths: Glass cloths are made up of linen
tow yarns and do not leave behind lint. They can
therefore be used for wiping mirrors and drinking
glasses. These must not be confused with fabrics
made from glass fibres (glasscloth).
· Rags and polishing cloths: Rags are disposable
cloths usually obtained from the sewing room or
 bought by the sack from tailors. They are used
for applying polish or strong cleaning agents are
disposed off when dirty. Polishing cloths need to
have a fleecy napped surface and pieces of
flannel are ideal.
· Wet cloths: Wet cloths need to be very
absorbent and of a manageable size, so that they
can be wrung out by hand easily during cleaning.
They are used for mopping large floor areas.
· Chamois leather: Real chamois leather is the
skin of the chamois goat antelope, but now
various cheaper imitations are available. These
simulated chamois leathers are usually skivers,
that is, split sheepskin. Chamois leather can be
used wet for cleaning windows and mirrors;
when dry; it is used as a polishing cloth for silver
and other metals. It is also ideal for wiping
squeegee blades.
· Dust sheets: Dust sheets are made of any thin
cotton material, being about the size of a single
sheet. Discarded bed sheets or curtains from the
linen room are ideal for use as dust sheets. They
are used to cover floors, furniture or other
articles during spring cleaning or decorating.
· Druggets: These are made up of coarse linen,
fine canvas or clear plastic. They may be the size
of a carpet square or runner. They are placed on
the floor in doorways to prevent excessive dirt
being tracked in or out during bad weather and
during redecorating projects. They are
 sometimes placed in the passage between the
kitchen and dining area to catch spills and debris.
· Hearth and bucket cloths: These are made up
of thick fabrics and used to protect the carpet
and flooring when a fireplace is being cleaned or
placed under buckets to prevent marks on the
surface they are kept on. They also catch
splashes of water.

Care and cleaning of cloths: Good care of cloths

is important for efficient cleaning and longer life.
Care and cleaning recommendations for various
types of cloths are given in Table 7.1.
Table 7.1: Cloth care & cleaning
recommendations
CLOTH  CARE AND CLEANING
Dusters and cloth Wash, rinse and dry
mittens thoroughly after use. If
cloth mittens are
impregnated with
mineral oil after
washing, keep them
 covered or they will
attract dust.
Swabs and wipes Wash in hot detergent
water, rinse and dry
thoroughly after use.
Those used on WCs
should be disinfected
after washing.
Floor cloths Wash in hot detergent
water, rinse, disinfect
(as floors may harbour
many germs) and dry
thoroughly.
Scrim Wash, rinse and dry
after use.
Glass cloths Wash, rinse and dry
after use.
Rags and polishing Rags should be
cloths disposed off after use.
Polishes with a strong
odour may contain
flammable chemicals
and storing rags and
polishing cloths used in
their application may
prove a fire hazard.
Wet cloths Wash in hot detergent
water, rinse and dry
thoroughly. Disinfect
periodically to prevent
them from becoming
 unhygienic.
Chamois leather If not maintained
properly, leather gets
cracked and is damaged
easily. Remove excess
dirt from it with
newspaper. Wash only
when necessary, in
plain cold water. Rinse
and either store damp
or dry flat. When dry,
rub to soften the
leather again.
Dust sheets Shake well outdoors
after use. Wash, rinse
and dry when
necessary. Fold neatly
and store when not in
use.
Druggets Shake well by tapping
on the ground
outdoors, if made of
plastic. Use a hard
brush to clean away
stubborn dirt from
cloth. Wash rinse and
dry canvas and linen
ones frequently. Plastic
ones can be damp
wiped instead.
Hearth and bucket Shake well after use.
cloths Wash, rinse and dry
thoroughly after use.
Use a hard brush to
clean away stubborn
soiling.
Polish applicators
These are usually oblong in shape for efficiency
of application. The polishing head should slide
out from the metal or plastic casing to enable
easy replacement.
Types of polish applicators: There are 3
kinds of polish applicators:
a) Natural lambswool, with a built in
polish reservoir or tray.
b) Synthetic wool, with a built in polish
reservoir or tray.
c) Solid-wax pressurized applicators.
Care and cleaning of polish applicators:
Polish applicators should not be washed with
water. Wiping away excess polish with
newspaper or rags before it dries should suffice.
It is important to label the applicators with the
type of polish for which they are to be used so
that each applicator is used with just one kind of
polish, to avoid mixing different products.
Containers
Work becomes much easier and efficient if the
staff is given appropriate containers in which to
carry, transport, collect and store supplies and
other items.
 Types of containers: The various types of
containers used are:
· Buckets: These may be made of plastic or
galvanised iron. Plastic buckets are more popular
these days as they are lighter in weight, quieter
to use and easier to clean. Buckets to be used
with mops may have one or two sections and
may have a wringer device that can be detached
for easy cleaning. Twin buckets on a low trolley
enabled the brush to be rinsed more effectively
each time. Larger buckets should have castor
wheels which must be kept free of hair, fluff and
dust. Buckets should be thoroughly washed,
inside and out, every time they are used and
then allowed to dry before being stored.
· Basins and bowls: These are used to carry small
amounts of water, cleaning solutions and
powders for cleaning small areas.
· Dustpans: These are used in conjunction with a
broom or brush for gathering dust. They may be
made of plastic or metal, plastic ones being the
usual choice these days. Dustpans with long
handles that eliminate stooping are ideal. In
order that the dustpans are effective, the edge in
contact with the floor must be thin, sharp and
flat. They should always be emptied after use
and occasionally washed. They should never be
stored resting on their flat edge, as it will wear
out and warp so that the pan becomes
inefficient. Store dustpans suspended from a
hook or lying horizontally, sideways.
· Dustbins : The housekeeping department is
concerned with dustbins in 5 areas:
a) In guestrooms: These bins may be
made of plastic or wood. Some properties
also use jute or wicker bins. Individual
dustbins in guestrooms may be lined with
a disposable inner lining made of
recycled paper or plastic. These bins
must be emptied and wiped daily. They
should be washed once a week.
b) In the service rooms: These are used
to collect waste from guestrooms,
brought in by the room attendants’ carts.
The carts contain a sack called the trash
bag for guestroom trash. There should be
2 types of bins in the service room, a
metal bin for disposing of ash from
guestroom ashtrays and a plastic or thick
paper bin for other types of trash. The
latter can be incinerated directly.
c) In public areas such as guest
corridors and lobbies: These bins may
have a creative design since they are
constantly on view. They should be
emptied daily.
d) In waste-collection areas:These are
usually located outside the main building
and are hidden from view. These bins
should be kept covered and emptied t
least every alternate day
· Sani-bins: These are metal or plastic bins with
lids. They are found in toilets for the collection of
soiled sanitary towels. They should be lined with
plastic or paper bags for easy cleaning. The bins
must be emptied and wiped daily for reasons of
hygiene. Disposable paper bags (sani-bags)
should be provided in the guests’ toilets for
wrapping sanitary towels, before disposing in the
sani-bin. Some metal sani-bins may be provided
with incinerators, but these are not available in
India yet.
· Spray bottles: These are lightweight containers
that deliver a fine mist or cleaning solution
through a fine nozzle, particularly used for spray
cleaning. It is essential that the nozzle is
properly adjusted and free from any blockage.
The nozzle must be kept clean, by spraying
clean, pure water through it after every use.
· Polish applicator trays: These are used in
conjunction with a polish applicator mop for
polishing floors with a liquid polish. They should
be labelled with the kind of polish that they hold.
Cleaning them after use is difficult. Pour any
excess polish back into the polish container. Soak
the tray in a small amount of solvent used to
remove that particular type of polish. Wipe with
rags and store.
· Hand caddies: Also called ‘cleaners’ boxes’,
these were originally made of wood or metal but
are nowadays usually made of plastic. They
consist of a box with a handle and fitted tray.
 They are used by room attendants for carrying
cleaning supplies from room to room for
guestroom cleaning. After each shift, they must
be cleaned and topped up with replacement
supplies for use in the next shift.
Carts and trolleys:
These are more useful than hand caddies when a
large amount of supplies and items are to be
carted or replaced. They are ideal for the efficient
removal and carriage of smaller pieces of
cleaning equipment, cleaning agents, linen and
rubbish. They eliminate the time wasted in
assembling equipment at the work location or
moving them from one place to another.  The
various kinds of carts and trolleys that may
be used in the housekeeping department
are discussed here.
· Maid’s cart/Room attendant’s cart: Also called
a room attendant’s trolley, maid’s cart or
chambermaid’s trolley, this is perhaps the most
significant piece of equipment in the
housekeeping department. It is like a giant tool
box; stocked with everything necessary to
service a guestroom effectively such carts
available are now made of metal, but sometimes
wooden carts may be in use. The cart should be
spacious enough to carry all the supplies needed
for a GRA to complete half a day’s room
assignments. Since the cart is large and may be
heavily loaded, it must be easily manoeuvrable
as well. The ideal cart would have fixed wheels at
one end and castor-wheels at the other. The cart
should be well organised so that the GRAs do not
have to waste time in searching for supplies or
make frequent trips back to the supply room.
Also if the cart is not stacked neatly, it will look
very unsightly when in the guests’ view. There is
usually one such cart for each room section and
it is stored in the floor pantry along with other
housekeeping supplies. Fig 7.6 shows an
organized room attendant’s cart. 
Fig 7.6: An organized room
attendant’s cart

Most of these carts have 3 deep shelves – the

lower 2 for linen and the top, partitioned shelf for
 small supplies. The carts also have a sack for
soiled linen, detachable trash bags, storage
space for a vacuum cleaner and a hand caddy.
Many carts also contain a locked box in which to
store the guestroom keys, incase a floor master
key is not being used. While arranging the linen
on the cart, it should be kept in mind that the
heavier linens must be placed on the lowermost
shelf and the smaller, lighter ones on the top
shelf. Housekeeping supplies that are usually
found in the room attendant’s cart are listed in
the table below:
GUESTROOM BATHROOM LINENS IN THE
SUPPLIES SUPPLIES HAND
CADDY
· Water tumblers &· Toilet rolls · Mattress · All-purpos
tray · Toilet tissues protectors cleaner
· Water jugs/bottles · Blade – a few, to· Window/g
· Ashtrays & dispensers replace cleaner
matchboxes · Shower caps soiled ones spray bot
· Candle stands &· Tooth glasses if · Johnny m
candles double bed· Soap bars necessary · Cloths
(folded in pairs) · King-size sponges
· Soap
· Sewing kits (also flakes/powd sheets – 2· Rubber
called a ‘Dutch er per gloves
wife’ in the singular· Shampoo kingsize
· Disinfecta
bed (folded
· Bibles/Gitas/Qurans bottles · Naphthale
in pairs
(for placement in· Sani- balls
the rooms ·  Queensize
bags/disposa sheets – 2· Room
· Shoe mitts l bags freshener
per
· Service directories · Bottles of queensize · Deodorize
· Telephone books bath foam bed (folded· Brass poli
· Business kits · Loofah pads in pairs) · Wax polis
· Guest stationery· Packets of· Double · Scrubbers
folders or sets; cotton wool bedsheets · Broom
ballpoint pens &· Tubes of – 2 per
pencils; scribbling toothpaste double bed
pads · Toothbrushes (folded in
· DND cards pairs)
· Bottles of
· Copies of the house cologne · Standard
rules sheets – 2
· Bottles of
· Breakfast per twin
aftershave
knob cards; lotion bed (fold in
‘Polish my· Toilet strips pairs)
shoes’ cards; (disinfected · Kingsize
room service paper strips pillowcases
menu cards; to ‘seal’ the – 2 per
‘make my toilet seat) kingsize
room’ cards;· Sanitary pads bed (fold in
‘collect my pairs)
laundry · Standard
cards’ pillowcases
· Telegraph – 2 per bed
forms; (fold in
laundry pairs)
forms · Bath
· Laundry bags; towels/Bath
clothes sheets – 2
hangers; per
light bulbs bathroom
(folded
 individually
, with hotel
logo facing
outwards)
· Hand towels
– 2 per
room
(folded
individually
, with hotel
logo facing
outwards)
· Face towels
– 2 per
room
(folded
individually
, with hotel
logo facing
outwards)
· Bath mats –
1 per
bathroom
· Bedspreads
– a few to
replace
soiled ones,
if
necessary
· Janitor’s trolley: This is used for carting and
storing cleaning supplies. It is used during the
 cleaning of public areas or any special cleaning
projects scheduled for guestrooms. It includes a
detachable trash bag and a place for storing
cleaning agents and small pieces of cleaning
equipment.
· Mop-wringer trolley: This piece of equipment
consists of a mop and one or twin buckets with
an attached wringer, all mounted on a trolley
with caster wheels. It may have provision for
holding cleaning agents as well as a trash bag.
· Linen trolley: These are used for the transfer of
clean linen from the laundry to the linen room or
from the linen room to the floor pantries and so
on. Linen trolleys may be made of aluminium or
steel.
· Laundry sacks: These, in fact, may or may not
be mobile (and hence may not necessarily be
trolleys). They may be made of wicker, fibreglass
or plastic. A very popular choice is the one made
of tough cotton with drawstrings, as it can be
washed frequently. 
All carts and trolleys need to be kept clean,
wiped daily and stored in a locked, dry, well-
ventilated area when not in use. A thorough
cleaning may be done once a week. The wheels
may be oiled during this cleaning. Carts or
trolleys should never become general dumping
grounds when not in use.
Sundry equipment
This includes other miscellaneous pieces of
equipment used in the housekeeping department
– ladders, carpet beaters, and abrasive pads,
rubber gloves, airing racks, fit pumps and choke
removers.
v Ladders
Ladders are generally made of wood or metals
such as aluminium. These days, fibreglass
ladders are also available. The different parts of
a ladder are the rungs (treads), stiles (side rails),
spreaders (the hinge-and-brace arrangement)
and footpads.
When buying a ladder, one should primarily
consider the following points:
ü What kind is needed for the work it is
going to be used for – for occasional
work, it may be cheaper to hire a ladder
than purchase one.
ü The weight that the ladder must bear.
ü The condition of the ladder.
ü The physical work environment it will be
used in.
There are 5 main types of ladders used,
based on hotel properties.
· Single-section standing ladders or
stairladders: This is the simplest, old-
fashioned ladder with 2 straight stiles
and rungs fixed across them at a
minimum of 254mm intervals. The ideal
ones are those with both stiles curved at
the apex for safety.
· Stepladders: Various types of
stepladders are available. A basic
stepladder  has 2 rectangular stiles fitted
with treads that are a minimum of 76
mm in width. The treads should lie
horizontal, parallel to the ground when
the ladder is placed at an angle of 75
degrees. A platform stepladder gives a
more stable work position with a high-
level platform for holding tools and
materials in use. It is available in various
heights, or without a high-level handrail.
The platform must not be more than
3.85m above the ground. The A-type
platform ladder opens up like a pair of
scissors to make a free-standing set of
steps with a small platform at the top,
thus leaving the worker’s hands free and
eliminating the need to keep getting off
to get tools and materials. It is very
stable and if fitted with a handrail above
the platform, extra-safe. The steps may
be folded together for easy storage of the
ladder. A swing-back stepladder is self-
supporting. Locking stays are fitted
together to brace the steps. When
opened up, the treads of the ladder lie
horizontal.
· Extension ladders: These are used for
working at greater heights. These consist
of 2 or 3 parts that can be slid along
 each other to add the required height.
They are available with 2 or 3 extensions
and in various ‘closed’ lengths of 2.5-3.5
m. A double extension ladder which can
give a long length of about 8m should be
sufficient for most 2-storey properties.
Longer, 3-section ladders can give
lengths of up to about 10m. In the case
of smaller extension ladders, the ladder
may be extended by hand & secured by
stay locks that rest on a selected rung.
On larger ladders, the sections are
extended by means of a roped loop
running down the side of the ladder and
secured upon a cleat.
· Combination ladders: A combination
ladder offers various arrangements to
give a stepladder, an extension ladder
and a stair ladder in one piece of
equipment. The sections fold down to
about the same size as a platform
stepladder.
· Roof ladders: This type of ladder is used
when working on a pitched roof. The roof
ladder has 2 wheels at the upper end,
which enables it to be pushed along the
slope of a roof without damaging the
shingles. On the end opposite to the
wheels, the ladder forms a hook to fit
over the top ridge of the roof, which
stops the ladder from slipping down.
 ü Angle of inclination: Whichever ladder
is used, if it leans at an angle, it
should be ensured that the bottom of
the slanting section is about 1 foot
away from the vertical support for
every 4 feet of ladder height between
the foot and top support.
Maintenance and storage:
Ladders should be stored in a sheltered
area, away from the sun and rain. Wooden
ladders especially are adversely affected by
exposure to heat combined with dampness.
They need a dry, well-ventilated storage
area. Wooden ladders used outdoors
should be treated with shellac, varnished
or given 2 coats of linseed oil as a
protective treatment. A wooden ladder
should never be painted, as this can hide
any defects that may arise, making the
ladder potentially unsafe. Straight (stair)
and extension ladders should be stored
horizontally on racks or hooks, with
support points at the top, middle and
bottom of the ladder, to prevent sagging
and warping. All ladders should be kept
scrupulously free of oil, grease, wet paint
and other slip hazards. Periodically tighten
the reinforcing rods under the steps of a
stepladder, spreader hinges and other
joints. Despite all the precautions, ladders
should nevertheless be carefully inspected
 for wear and damage before each use. In
case of any damage, it is always best to
discard it.
v Carpet beaters:
Beating of carpets, although not recommended,
sometimes becomes a necessity. Wire beaters
should be avoided as they may damage the rug.
Instead, rattan beaters should be used. While
beating, it is best to place carpets and rugs with
their naps down on the grass. They should never
be hung up and beaten.
v Abrasive pads:
These are available in the form of non-woven,
nylon netting pads, suitable for the removal of
localized, heavily impacted soiling by abrasion.
Pads with different abrasive properties are
produced. Wire-wool and steel-wool pads should
be used with caution as they may damage
certain surfaces.
Mechanical Equipment:
The various pieces of mechanical equipment used
in the housekeeping department are usually
powered by electricity or gas. The staff should be
well-trained in the operation of these equipments
since incorrect usage will not only lead to
inefficient cleaning but may also become a safety
hazard.
Vacuum cleaners/ Suction cleaners:
 Vacuum cleaners remove debris and soil and/or
water from a surface by suction. All vacuum
 cleaners work on the same operating principle. In
all types, motor drives an impeller, which sucks
in air through an inlet, creating a difference in
pressure between the air within and outside the
machine. Air drawn in from the inlet passes
through and out of the machine. Air drawn in
from the inlet passes through and out of the
machine. Usually the air is sucked in together
with soil, debris or water. The dust is collected
into a container provided, which may be within
the body of the machine (as in cylindrical and
canister models) or on the outside in the form of
a bag (as in upright models). The dust-collecting
apparatus in the heavy duty models used in hotel
properties usually consists of 2 types of dust
bags. The inner bag is made of disposable paper
and the outer one is made of fabric.
Types of vacuum cleaners: Various types
of vacuum cleaners are available.
· Dry vacuum cleaners: These are used for
removing dust and small pieces of debris from
floors, upholstery, furnishings, walls and ceilings.
Those using a flexible hose come with
attachments, such as a floor-cleaning head, a
power head, a crevice-cleaning head, an
upholstery-cleaning head, a dusting head and
extension tubes. Many variations of the dry
vacuum cleaner are in use:
v Electric brooms: These are very
lightweight vacuums without a motor-
driven beater brush. They are used only
 for light vacuuming and for touch-ups on
carpets and hard floors. In other words,
they come in handy when a full
vacuuming is required.
v Dustettes: These are small, lightweight
vacuum cleaners used for cleaning
curtains, upholstery edges, mattresses,
computers and music systems. They
clean by brushing and suction and are
very easy to handle. The may be carried
in hand or strapped to the back of the
operator.
v Backpack vacuums: These are very
efficient to clean high, hard-to-reach
areas. The vacuum unit in these
machines can easily be strapped to the
back of the operator. These machines
have hand-held wands that come with
various attachments for flexibility in
cleaning. They are ideal for use on
curtains, drapes and ceiling corners.
These vacuums are also referred to as
piggyback vacuums.
v Upright vacuums: These vacuums are
the ones more frequently seen in hotels.
The main body of the vacuum lies
horizontal on the floor and is driven by a
single motor. The dust-bag is outside the
machine’s main body. There is a belt-
driven beater brush to facilitate removal
of dust from thick-pile carpets. In an
 improved variation, there is a dual-motor
system – one motor drives the beater
brush and the other provides the suction.
The machine also has a built-in hose for
cleaning corners and upholstery. This
machine is most suitable for use on large
carpeted areas.
v Cylindrical vacuums: These have no
rotating brushes and work by suction
only. The term ‘suction cleaner’ is
generally used for these kinds of vacuum
cleaners. A filter-cum-diffuser is fitted at
the outlet which removes fine dust and
micro-organisms from the flow of air
passing through the outlet. The filter-
cum-diffuser also reduces air disturbance
and noise. The dust-bag is inside the
cylindrical body of the vacuum cleaner. A
flexible hose along with the different
attachments is used to clean a variety of
surfaces. These are the type commonly
used by GRAs in guestroom cleaning.
v Pile-lifter vacuums: These vacuum
cleaners are used to groom long-pile
carpets. They lift up the carpet pile that
has become packed down and restore
their vertical orientation. It is especially
useful before shampooing the carpet,
more so if the soiling is heavy.
v Centralized vacuum: In this type of
unit, suction is generated at one point in
 the building. Meanwhile, soiling can be
removed at vacuum points somewhere
else in the building by suitable nozzles
connected to detachable flexible hoses.
The collected dirt is then conveyed by a
network of pipes to a central container.
This unit is expensive to install and is
generally done at the building
construction stage. The advantages of
this kind of system are :
ü It is extremely hygienic, since all the
dust is carried away from the point of
cleaning.
ü Maintenance costs are usually lower.
ü Operative fatigue is lower.
ü There are no frayed flexes to repair
and no individual machines to go
wrong.
· Wet-and-dry vacuum cleaners: These are
extremely useful in hotel housekeeping
operations. They can pick up spills and excess
wash water when on the wet mode. When on the
dry mode, they help in removal of dust and
debris. In hotels, these machines are usually
used in their wet mode to pick up spills. They are
also required when large areas of floors are
being stripped of polish and cleaned. They have a
flexible hose with attachments such as a
squeegee head. The waste water collects in a
tank that needs to be emptied after use. A
variation of this is the large tank-type vacuum
cleaners. These are also called canister-type or
industrial vacuum cleaners. They can be used for
dry and wet pick-up or both. The waste water is
scooped up by a squeegee attachment through a
nozzle and travels back into the tank. They are
used for cleaning large areas when time is a
constraint. They are ideal for cleaning lobbies,
banquet halls and restaurants.
Points to consider while purchasing
a vacuum cleaner:
The housekeeper needs to pose and find
answers to the following questions while
purchasing a vacuum cleaner:
ü Is the suction power sufficient enough to
dislodge dirt as well as remove dust and
debris?
ü If the suction power on its own is not
efficient enough, can a machine with a
rotating brush be selected instead?
ü Can the suction power be directed to
where it is needed?
ü Is the machine portable enough for the
staff and the layout of the building?
ü Does all the dust get trapped inside the
air bag before the air passes out from
the outlet?
ü What attachments are available along
with the machine?
ü How easy is it to empty the contents of
the machine?
ü What is the noise level while operating
the machine?
ü Is the cost of the machine within the
budget?
Care and storage:
Vacuum cleaners will give maximum
cleaning efficiency when they are
maintained well. Housekeeping staff need
to be trained in the care and
maintenance of the machines. The
wheels of the machine need to be oiled
periodically. After use, the dust bags
should be checked and emptied. If the
machine is operated with the dust bags
full, cleaning will not be operated, the
machine may heat up too much and the
bags may get damaged. Wipe the casing
daily and check the hose and flex before
use. Clean the attachment heads after
each use. Check the filter after use. If
the machine is meant for dry suction
only, never use it to clear even a little
amount of water, else the dust bags will
get damaged.
Incase of wet vacuums, the bucket
should be washed, rinsed and dried. The
squeegee should be wiped clean and
replaced whenever necessary. The hose
needs to be rinsed out, the casing and
wheels wiped and the filter checked after
use. The wheels need oiling periodically.
 The hoses should be stored hanging on
hooks. The tubes and attachment heads
of a dry vacuum cleaner should be stored
in boxes, drawers of shelves. The hoses
and attachment heads of wet vacuum
cleaners should be stored off the ground
on a rack, in a well-ventilated place.
General-purpose floor machines (scrubbing
and polishing machines)
These are designed for scrubbing, buffing,
burnishing, scarifying and spray maintenance.
· Scrubbing: The bristle tips of a brush or the
surface of a pad abrade and cut the soiling to
remove it.
· Buffing: The bristle tips of a brush or the surface
of a pad create a high-gloss finish on the floor
surface. In case of a surface on which a polish
has been applied, it will involve generation of a
local heat to harden waxes and resins.
· Burnishing: The tips of a brush or the surface of
a pad abrade and cut the floor surface to create
a smooth surface with a glossy finish. In case of
a polished surface, it will involve the removal of a
surface layer of polish.
· Scarifying: The bristle tips or edge of a cutting
tool, cut into impacted soiling and remove it by
means of a chisel-like action.
· Spray cleaning : This is similar to spray
cleaning, but the term is applied to the
maintenance of floors where a buffable or semi-
buffable polish has been applied and the bristle
tips of a brush or the surface of a pad remove
both soiling and the surface layer of polish to
leave a smooth, glossy surface. Resins and
waxes in the maintenance product form part of
the restored finish. These machines consist of
one large or several small brushes that revolve
and scrub the floor. Water and detergent are
released from a tank attached to the machine.
These machines can be used for shampooing
carpets, polishing floors and spray maintenance.
Such general-purpose machines are preferred in
many establishments as the machine can be put
to greater use due to its versatility. In some
machines, coloured, abrasive nylon pads replace
the scrubbing brushes. For normal-speed
machines:
v Beige pads are used for buffing;
v Green pads are used for scrubbing; and
v Black pads are used for stripping.
The lighter the colour of the pad, the lesser
abrasive is the action. These machines may
come with or without the suction capacity to
pick up water. If the machine is one without
a suction action, then the machine will have
to be used in conjunction with it while
scrubbing. The usual attachments for these
machines are brushes, drive discs, coloured
nylon pads, a water tank, a shampoo tank
and a sprayer.
Care and storage of general-purpose
machines:
 The brushes and pads should never be left on
the machine after cleaning. The brushes
should be detached after cleaning. The fluff
should be removed from them after washing.
Wash, rinse and dry wet ones after use. The
dry ones should be washed occasionally, but
dust should be tapped away after use
regularly. The pads should be washed, rinsed
and dried thoroughly. The tanks should be
emptied, washed and dried. The wheels and
casing should be wiped after use. The wheels
need oiling periodically. The flex should be
checked for any fraying before each use.
Brushes and pads should be stored in a well-
ventilated area, preferably on airing racks or
hooks. They should not be kept flat on the
ground. The tops of the tanks may be loosely
fitted during storage.
Wet-extraction systems:
These machines are used to restore the
surface appearance of carpets, upholstery
and curtains. They remove the more deeply
embedded soilage not easily removed by
suction cleaning. They are also useful in the
application of soil-retardant finishes on
carpets.
Types of wet-extraction systems: There
are various types of wet-extraction
systems.
· Hot-water extraction machines:These
are machines with no rotary action. They
 carry a tank for hot water and detergent,
which are used for deep cleaning carpets.
The hot water and detergent are shot
into the carpet from high-pressure spray
nozzles. The dirt is thus flushed to the
surface and this, along with the soiled
water is removed by suction into a
container in the machine.
· Solvent extraction machines:These
machines are primarily used for cleaning
upholstery and curtains and to a lesser
extent for carpets.
Carpet shampoo machines:
These machines, as indicated by the name,
are designed for the deep cleaning of carpets
that are heavily soiled.
Types of carpet shampoo machines:
There are 4 broad groups of these
machines:
· Steam-extraction machines:Though
these machines are universally called
steam extraction machines, there is in
fact no generation of steam and the
cleaning agents are simply hot water and
detergent. Hot water containing the
detergent is injected at a prescribed rate
and subsequently extracted by a wet
vacuum system built into the machine.
· Cylindrical-brush dry-foam
machines: This system has a cylindrical
brush that scrubs that scrubs and picks
 up in one pass, the foam generated by
the machine.
· Rotary-brush wet-shampoo
machines: A rotary brush cleaner in
conjunction with a wet shampoo is
employed for the cleaning of carpets
here. The machine comes with a range of
accessories including vacuum and drying
equipment.
· Small rotary-brushes wet-shampoo
machines: This is also a rotary brush
cleaner, but employs 2 brushes instead
of 1 and is somewhat smaller than the
rotary-brush wet-shampoo machine.
Scrubber-drier-sweepers
These machines remove debris, soiling
and/or water. They are suitable for large
areas where mechanical sweeping, scrubbing
and drying are required.
Types of scrubber-drier-sweepers:The
various types available are as follows:
· Power sweepers: These are self-
propelled or manually propelled machines
designed to remove debris and loosen
soiling from roads, pavements, carpets
and large areas of hard flooring.
· Pedestrian-driven sweepers:These
feature a battery or mains-operated
rotating broom that carries dirt back into
a hopper. A side-broom suction unit and
filters may be included.
 · Petrol or gas-driven sweepers:These
have petrol or a gas-powered engine to
drive a suction unit and brush. Soiling is
brushed back into the inflow and
collected in a large cloth sack situated
behind the motor. These machines are
suitable for the sweeping of pavements,
car parks and similar heavy-traffic areas.
· Self-propelled sweepers: These
machines may be petrol, gas or battery-
powered. The power is transferred to the
drive wheels and a rotating broom, which
carries soiling away from a surface.  Such
machines typically contain:
v A side broom to carry debris from the
floor edges into the path of the main
broom.
v A water spray or suction with the side
broom to prevent rising of dust
clouds.
v A high volume suction-unit that sucks
or blows air through a filter as dust
or dirt is deposited in the hopper.
v A filter shaker or air-flow reverser to
prevent blockages.
High-pressure washers:
This type of equipment is designed to
remove soiling by subjecting the surface
to water, steam and/or sand under
pressure. Water under pressure
physically dislodges the dirt. The process
 can be assisted by the use of hot water,
steam or sand.
Scarifying machines:
Scarifying is the process by which heavy
grease, mud, wet sawdust and thick
deposits are removed from the surface of
floors. The process is employed when
simple scrubbing has been ineffective.
Here dirt deposits are broken up by the
chisel-like action of a wire-brush cutting
tool.
Types of scarifiers: 2 kinds are
available -
· Heavy-duty scrubber
polishers: These single-to-three-
brush machines can have a brush
weight of 65kg or more. They are
used in conjunction with a scarifying
assembly. Dislodged dirt is removed
by a second operation involving
sweeping.
· Self-propelled scarifiers:These
consist of a revolving tool, a hopper
into which the dirt is thrown up by
the tool and suction-unit filter to
remove finer particles.
Storage, Distribution and Control of
Cleaning Equipment
All housekeeping equipment must be stored
under lock & key. When issuing equipment for
 use, proper records must be maintained with
information regarding:
ü The items issued
ü The attachments given along with them
ü To whom they were issued
ü The date and time of issue
ü The area where they are to be used
ü By whom they were issued
ü The date and time of return
The signature of the personnel involved must be
obtained on the document during both issue and
return. A card-index system is a useful method
of collecting all the relevant info about each piece
of equipment being used in a particular
establishment. A sample card index is presented
in Exhibit 7.1. This system is of great value to
the manager and supervisor for the
following reasons:
ü It gives up-to-date info concerning the
equipment.
ü It indicated the location of the equipment.
ü It indicates who usually operates the equipment.
ü It contains a record of what servicing has been
carried out, costs, new accessories supplied, and
so on.
ü When purchase of new equipment is being
considered, this info can be used as a reference
to check on reliability.
Exhibit 7.1: Sample card for
equipment indexing
 Type of equipment: Taski S.no. SM381
450 smm(18”) brush, low-
speed machine
Date of 6 Feb 2006 Date first 12 Feb
purchase Rs. used 2006
Cost of 1,78,000 Attachment Rs.
machine 2 years s cost 15,000
Period of S. Justin Life 7 years
guarantee (Houseman expectancy None
Specific ) Other Banquet
user(if any) Lobby users(if Hall 2
Location of Taski, any)
area where Johnson Other
used Diversey, areas(if
Supplier Cochin any)
Local Mr. Samson Servicing
representativ (558889) details
e
Selection of Cleaning Equipment
It is the responsibility of the executive
housekeeper to procure the ideal, most efficient
equipment for her staff to ensure maximum
productivity. The choice of equipment to be
purchased is made after considering the
following factors:
ü Safety  in operation.
ü Suitability  to the type of area, surface, work,
amount of obstruction and cleaning frequency.
ü Versatility  to undertake various types of
cleaning
ü Work performance  in terms of capacity and
machine and consumer reports on performance.
ü Ease of handling  in terms of size, weight and
height of the machine and ease of manoeuvring
and operating.
ü Portability in terms of ease of transfer between
floors and the provision of wheels and detachable
parts and consumer reports on life expectancy.
ü Noise level  which is a more important
consideration for hospitals than hotels.
ü Availability of spare parts, easy servicing
conditions and lead time after booking of
equipment.
ü Protective design  which may feature a
protective edging to prevent damage to wall
furniture and fittings and no sharp edges.
ü Ease of storage  in terms of ease of dismantling
detachable parts and storage space required
(compactness).
ü Cost as a sum of initial costs, operating costs,
maintenance and depreciation, as well as hiring
considerations as opposed to purchasing.
XXXXXXXXXXXX
IT SAVVY HOUSEKEEPING
Many hotels have invested heavily in information
technology (IT) infrastructure and networking
that deploy the latest technical advances in their
operations.
The latest in IT amenities
The newer technologies that are gaining entry
into the hospitality segment are Wi-Fi (wireless
fidelity), radio frequency identification, and the
possibility of tracking inventory and guest data
through the convergence of cellular and wireless
technologies, GPS (global positioning system),
VoIP (voice over internet protocol), handheld
communication devices and so on. Over the past
few years, in addition to the more common wired
networks, hotels have been giving greater
importance to wireless local area networks
(WLANs) and mobile computers
Wireless connectivity is developing rapidly,
enabling the whole world to stay networked and
connected. Business travelers in particular are
always looking for ways to stay productive while
on the move and expect wireless connectivity at
their facilities as wireless connections improve a
guest’s experience by providing complete
mobility.
WLANs allow guests to share high-speed Internet
connections, browse the Web, access their
corporate networks remotely yet securely ,
access the business centre from their room,
organize video conferences, play games online ,
and use multiplayer gaming options.
In India, although there are on the whole
relatively few hotels that provide wireless
connectivity for guests, the hospitality industry
was among the first to implement this
technology. Hotels either provide Wi-Fi as a
value added amenity to guests or offer the
service at a cost to their guests . Wi-Fi is provide
in guestrooms as well as public areas, lobbies,
meeting rooms, lounges, and so on. Wireless
connectivity permits users roam unrestricted
throughout the hotel facility, with real-time
access to critical information as and when
required.
IT in the Housekeeping Department
WLAN technology is enabling a wide range of
hospitality applications in the housekeeping
department. Housekeeping staff can now conduct
room checks after the guest vacates the room
through a handheld Wi-Fi–enabled device to
report the status of the room. They can also
communicate with security personnel instantly
over e-mail in case of an emergency. Staff can
also ensure from a remote spot that fire
extinguishers are charged, emergency lights are
functioning, and so on check and communicate
inventory information for guestroom supplies and
the stocking of mini bars in order to ensure that
provisions are replenished in an efficient manner.
Housekeeping managers can also contact
workers and identify their locations quickly,
resulting in quicker response times.
VoIP is the fundamental enabling technology that
converts voice signals into a form that can be
sent over a data network, such as the internet or
one of the typical local area networks (LANs)
found in most hotels today.
Many housekeepers have strived to keep their
department computer-savvy. Computers are now
being used in many housekeeping departments
for rooms management inventory control, linen
management, and so onto varying extents. Many
software packages are now available in India that
provide specific applications for housekeeping
operations .Computers can now be linked to
telephone system in each individual guestroom.
This technology greatly reduces the cost of
individual wiring in each guestroom. For
instance, an interface can be created between
the telephone system and the CPU (central
processing unit) of the hotel’s computer network
by the GRA dialing a specific sequence of
numbers on the phone from a specific
guestroom. Once connected, the computer
immediately recognizes the room number to
which it is being connected. After the connection
is established, a specific list of dial-up codes
become available to the GRA; by way of which he
or she can now transmit information to the
computer system directly without the need for
additional input devices in the rooms.
Housekeeping software
Housekeeping operations modules are now an
integral part of integrated hotel management
software. The modules widely available include
applications such as forecasting GRA
requirements, daily housekeeping scheduling,
tracking housekeeping history, and monitoring
GRA performance.
Forecasting GRA requirement This module is
designed to forecast the total number of, GRAs
needed each day in the future, based on the
current in-house occupancy and staffing and the
expected arrivals /departures over the
forthcoming period. these modules can forecast
staffing requisites up to365 days in advance,
given the right inputs.
Daily housekeeping scheduling This
application can automatically create and print
estimated cleaning time needed per room , and
the number of GRAs in the establishment. A
‘housekeeping status screen’ is the core element
of the system, and tracks each housekeeper,
updating the status as rooms are cleaned and
inspected. The module tracks the status from
‘dirty’ to ‘ready for inspection’ to ‘clean and
ready for guests’. This is made possible by
marking the rooms ‘clean’ using an in-room
intercom or handheld wireless PDA (personal
digital assistant) as each GRA and supervisor is
through with them.
This module can also schedule the servicing of
guest requests. For instance if a guest calls the
front desk and requests a crib or extra towels,
the front desk can simply input this request into
the computer and it then appears on the main
housekeeping monitor screen. A guest request
notification to the most suitably placed GRA can
also be sent automatically to a handheld wireless
PDA or cell phone by way of a text message or e-
mail.
Housekeeping history and GRA performance
reports This is a historical reporting module. It is
possible to measure the performance of each
GRA by tracking the ‘estimated clean time’ and
the ‘actual clean time’, as well as the variances.
Supervisors can enter comments on each
cleaning too. Since supervisors use the intercom
in the room to mark the room as ‘ready for
guests’, this system can also store the time at
which the supervisor finished the inspection. thus
,reports are available that show how much time
elapsed between the GRA marking the room as
‘ready for inspection’ and the supervisor
completing the inspection. The executive
housekeeper can thus track the time and
duration for each room cleaning by each person.
For instance, if a guest is found to have checked
into a dirty room, the housekeeper can
determine which GRA or supervisor erroneously
marked the room ‘clean’.
SUMMARY
There are now many and various innovations and
trends in housekeeping, the principle ones being
outsourcing and eco-friendly housekeeping.
Professional housekeepers are striving to get
housekeeping its due recognition in the
hospitality industry. After all, this department is
responsible for bringing in the largest share of
profit to an accommodation operation, but this
fact is hardly acknowledged and veterans of the
industry too often must consider it a thankless
job.
Housekeeping operations are increasingly
becoming scientific and mechanized .However
the fact remains that the majority of the lower
rung housekeeping workforce are unskilled.
Hence training in housekeeping procedures and
equipment is essential and this should be a
continuous when the department spends time,
energy and resources on training employees, all
efforts should be made to motivate and retain
them as well. This chapter has also discussed the
training issues in housekeeping today.
A major trend in hotels is towards becoming
more eco-sensitive. This trend is influencing the
housekeeping departments in the hotels too.
Housekeepers are developing and adopting new
ways to conserve water and energy and opting
for eco-friendly amenities and products. Use of
ozone in various areas in the housekeeping area
in particular has been a big step toward
environmental protection.
This chapter discussed information technology in
housekeeping at length, mentioning Wi-Fi, GPS,
VoIP, and WLAN applications. Many hospitality–
specific software’s having comprehensive
housekeeping applications are on offer in the
market now. Hotels in developed countries have
utilized IT in a big way in housekeeping, which is
not yet the case in the Indian scenario, however.
Thus housekeepers need to become more IT-
savvy and collaborate with software professionals
in developing modules for various applications in
housekeeping operations. Almost all subroutines
in housekeeping tasks are amenable to being
adapted to IT systems.
KEY TERMS
Amenity: a service or item offered to guests or
placed in guestrooms for their convenience and
comfort at no extra costs.
Ayurveda: A Sanskrit term made up of the
words ayus (life) and veda (knowledge or
science) this refers to a system of using the
inherent principles of nature to maintain health
in a person by keeping the individual’s body,
mind, and spirit in perfect equilibrium with
nature.
Biodegradable: Substances capable of being
decomposed by living organisms.
CPU: Central processing unit of a computer
system.
Crib: cot for babies, provided to guests on
request.
Cross-training: Training employees to work in
departments other than their speciality during
periods of staff shortage.
Duvets: Quilts filled with down feathers or
synthetic fibers. Many hotels use duvets with a
decorative duvet cover to replace both blankets
and bedspreads. They are sometimes referred to
as ‘comforters’ as well.
Ergonomics: The study of the efficiency of
people in relation to their working environment.
GRS: Guestroom attendant.
GPS: Global positioning system, which uses
satellites and receiving devices used to compute
position on the earth.
Hygiene: The science that deals with the
preservation of health by maintaining high
standards of cleanliness.
IT: Information technology.
LAN: Local area network—a group of computers
and associated devices that share a common
communication line or wireless link and typically
share the resources of a single processor or
server within a small geographic area.
Outsourcing: A conscious business decision to
move internal work to an external provider.
Ozone: A form of oxygen where each molecule is
composed of three atoms of oxygen instead of
the more usual. It decomposes quickly and
easily, turning into regular oxygen, where the
extra oxygen atom splits away from the ozone
molecule.
Performance standards: A required level of
performance to meet the quality standards set by
the organization.
PDA: Personal digital assistant-–a handheld
computer that serves as an organizer for
personal information; it may be also combined
with a cell phone and other wireless
technologies, providing a mobile office for the
people on the go.
Productivity standards: An acceptable amount
of work to be done within a specific timeframe
according to an established level of performance.
Sanitizer: An agent used for reducing microbial
counts to an acceptable level.
SOPs: Documents of a standing nature that
specify a certain method of operating or specific
procedures for the accomplishment of a task.
SOPs can be developed for all important
housekeeping activities and tasks.
VoIP: Voice over internet protocol---a category
of hardware and software systems that enables
people to use the internet as the transmission
medium for telephone calls by sending voice data
over the internet. VoIP is also referred to as
‘internet telephony ’, ‘IP telephony ‘or ‘voice over
the internet (VOI)’.
Wi-Fi: Wireless fidelity—an amenity provided
nowadays by most world-class hotels, this
technology enables guests to access wide range
of information, applications, and computing
resources without having to worry about
connectivity issues.
WLAN: Wireless local area network---a typical of
local area network that uses high frequency radio
waves rather than wires to communicate
between nodes. It is also referred to as ‘LAWN’
or ‘local area wireless network.’
Work study: An analysis of the tasks, the
equipment, and the time taken to do a specific
job. This is an important tool for determining
standard operating procedures.
_______________
posted by shamika raut at 12:31 am 

16 comments:

1.

EronnFebruary 4, 2011 at 3:24 AM

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loverMarch 2, 2011 at 10:55 PM

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3.

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shamika raut

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