CONTENTS

HOUSEKEEPING

UNIT - I
Lesson 1 Hotel Housekeeping
Lesson 2 Cleaning Agents and Equipments
Lesson 3 Cleaning a Guest Room
UNIT II
Lesson 4 Bed Making
Lesson 5 Linen and Uniform Rooms
Lesson 6 Laundry
Lesson 7 Pest Control
Lesson 8 Key and Key Control
UNIT III
Lesson 9 Organizational Structure of Housekeeping Department
FRONT OFFICE
UNIT IV
Lesson 10 Introduction to Hotels
Lesson 11 Classification of Hotels
Lesson 12 Front Office Department
Lesson 13 Reservation
Lesson 14 Registration
UNIT V
Lesson 15 Guest Accounting
Lesson 16 Safety and Security

HOUSE KEEPING
Unit I
Housekeeping in hotels- Importance, functions, liaison with other departments
Types of rooms-Classification, room supplies
Cleaning agents and equipments-Classification, principles, selection and types of cleaning
Unit II
Bed making-Types of service, Laundry-Type & machines used, key and key control,
pest control, Linen room-Classification & layout
Unit III
Housekeeping department-Hierarchy, duties & responsibilities of housekeeping staff
Lower arrangement-Types and principles
FRONT OFFICE
Unit IV
Introduction to hotels-Classification of hotels, rates and meal plans, type of hotel
guest.
Front office department-Organization, equipments used, layout, duties and responsibilities
of front office staff Reservation & registration-Types, functions, room assignments,
checking methods of payment, types of guest folios
Unit V
Functions of front office-Accounting system, credit control, methods of account settlement,
and types of folios, updating front office records, security functions, emergency functions,
and safe deposit locker functions

LESSON 1
HOTEL HOUSEKEEPING

CONTENTS
1.0 Aims and Objectives
1.1 Introduction
1.2 Housekeeping
1.3 Importance of Housekeeping
1.4 Functions of Housekeeping
1.5 Relationship Between Housekeeping and
Other Departments
1.6 Types of Rooms
1.7 Guest Room Supplies

1.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Housekeeping and its importance
Functions of housekeeping
Relationship of housekeeping with other departments
Types of guest rooms and the amenities supplied.

1.2 HOUSEKEEPING
The housekeeping is the department of a hotel charged with cleaning and maintaining
rooms and public spaces. From the time a guest checks-in in a hotel till he checks out, it is
the housekeeping department which takes care of the guest by making his / her stay
pleasant and comfortable.
In general, the housekeeping crew is responsible for the daily cleaning of public rooms
(lobbies, corridors, meeting rooms), private bedrooms and public washrooms. In addition,
it handles the laundering of linens and in some instances, guest laundry. Housekeeping also
performs a minor security function by providing a first alert to potential guest problems
while staff undertake daily guest bedroom cleaning.

1.3 IMPORTANCE OF HOUSEKEEPING

1. Comfort: Achieve the maximum efficiency possible in the care and comfort of the
guests and in providing support services for the smooth running of the hotel. Every hotel
spends a lot of effort in ensuring the quality of beds, mattresses, channel music, TV, air
conditioner if applicable, attached bar etc. The comforts must be regularly maintained and
should be properly functioning. It is the duty of the housekeeping department to ensure
comfort and a welcoming atmosphere to the guests as well as strive to extend courteous,
reliable and satisfactory service from staffs of all departments.
2. Cleanliness and Hygiene: Ensure a high standard of cleanliness and general upkeep in
all areas. Clean and well maintained areas and equipments create a favorable impression on
the guest. Hygiene is maintained especially in the wash rooms, toilets, pool changing room,
health club, etc.
3. Privacy: The prime concern of any guest, irrespective of whether rich or poor, common
man or celebrity, is privacy. Room windows are provided with curtains. Windows could
normally overlook good scenic view, away from the prying eyes of others in the hotel or
outside public. Housekeeping staffs ensure the privacy of the guests and they should be
trained with proper procedures to enter the room.
4. Safety and Security: Security is one of the prime concerns of a hotel guest. The
housekeeping department staffs should ensure the safety and security of the guests with the
help of security services. They should also make sure that fire fighting equipments and
emergency alarms are functional at all times. They should also ensure peace, quiet and
noise free atmosphere in the area.
5. Dcor: Creating a pleasant and classy ambience is also one of the major concerns for a
guest. This is not easy and requires a good eye for detail. This work is an art and the
housekeeping staff is mainly responsible for creating a pleasant atmosphere.

1. 4 FUNCTIONS OF HOUSEKEEPING
Housekeeping department holds the responsibility of cleaning, maintenance and admirable
upkeep of the hotel. The main functions of housekeeping are overall cleanliness, bed
making, ensuring maintenance of the building and its infrastructure, laundry, linen
management, key control, pest control, safety and security of the guests as well as the
infrastructure and interior decoration. All this ensure the ambience and promotes a
congenial environment. The basic function of the housekeeping is explained briefly:
1. Cleaning Rooms And Public Areas Housekeeping department cleans the rooms and
toilets and wash basins in the room. Apart from cleaning the guest rooms, housekeeping
department is also responsible for cleaning floor, terraces, elevators, elevator lobbies,
corridors of guest floors, floor linen closets, mop and janitors closets, service lobbies and
service stairways, function rooms, shopping arcade, cabanas, bars,dining rooms, offices,
uniform rooms, tailor rooms, upholstery, shops, store rooms and swimming pools. To be
concise, the housekeeping department is responsible for the total cleanliness of a hotel.
2. Bed Making A guest requires a comfortable bed to take rest, relax and enjoy. A bed
that is well- made will provide the required comfort. Bed making is a skill that requires to
be developed by the housekeeper, as it not only provides comfort to the guest, but also
adds to the pleasant ambience of a guests room. Guests should not be able to tell if anyone
has slept in the room, so a clean environment and perfect bed making is major
consideration of this department.
3. Linen Management One of the important jobs of the Housekeeping Department is
clothes and linen management. This involves all functions from purchase of linen to
laundering, storage, supplies and to condemnation. In a hotel different types of clothes and
linen are used such as the bed sheets, pillow covers, napkins, towels, hand towels, table
covers, curtains, cushion covers etc. All of these require regular maintenance.
4. Laundry Services It is the job of the Housekeeping Department to ensure clean and
hygienic washing of all the linen items, and then distributing them to different areas of the
hotel. The relationship between the housekeeping and laundry is 5 significant for the
smooth functioning of housekeeping services. One of the supporting Accommodation roles
of the laundry is to provide valet services Operation to house guests.
5. Pest Control Pest Control is another major job of the Housekeeping Department. No
matter how clean one keeps the surroundings, one cannot avoid the uninvited guests the
pests. It is not only embarrassing but also speaks badly of a hotel where one sees rats,
cockroaches, and lizards running around. Therefore, pest control is one of the primary
responsibility of the housekeeping department.
6. Key Control Key control is one of the major jobs of the housekeeping department.
The room keys has to be handled efficiently and safely before and after letting the room.
7. Safety and Security The Housekeeping Department is responsible for maintaining a
peaceful atmosphere in the hotel. If the guests and staff always fear for their safety and the
safety of their belongings, the atmosphere will be very tense. Hence the
housekeeping department staff should be aware of ways to protect himself and others,
especially the guests around him and the property of the hotel from accidents and theft.

Several accidents could occur at the place of work. These include fire accidents, falls,
wounds, injuries, negligence in handling electrical equipment etc. It is important for all
housekeeping personnel to know about first aid as they could be the first ones on the spot to
give immediate attention to a guest and also an employee in trouble.
8. Interior Decoration Interior decoration is the art of creating a pleasant atmosphere in
the living room with the addition of a complex of furnishings, art, and crafts, appropriately
combined to achieve a planned result or design. These arts and crafts have to be well
maintained by the housekeeping department. Decorating flowers is a creative and
stimulating art which often carries a message or theme. Flowers and indoor plants add
colour and beauty to a room.
9. Room Maintenance Good housekeeping department is just as responsible for the
hotel's maintenance as an engineering department. In an ideal environment, the
housekeeping staff and managers should act as the eyes and ears of the engineering
department. If damaged or 6 broken items are not reported, they can't be fixed. Proper
maintenance will make the Hotel Housekeeping perception of cleanliness easier to maintain
and reduce guest complaints.

1.5RELATIONSHIP
DEPARTMENTS

BETWEEN

HOUSEKEEPING

AND

OTHER

The Housekeeping Department should co-ordinate and ensure maximum co-operation

with other departments to provide high quality service. To be successful, a well planned
work schedule should be prepared so as to ensure minimum disruption to the guests and
work flow of other departments. The senior housekeeper is responsible for ensuring this by
supervising a group of staff or working closely with staff from other departments.

1. Front Office Co-ordination with the Front Office is one of the crucial features of
housekeeping operations. As soon as there are guest departures, the Front Office rings the
Housekeeping Desk and reports the room numbers of vacated rooms so that Housekeeping
can take them over to clean and prepare for sale. Once a room is clean, the Housekeeping
Floor Supervisor rings the Front Office directly or through the Housekeeping Desk and
hands over the room to front office for sale. Rooms received by Housekeeping for cleaning
are called departure rooms while cleaned rooms handed over to the Front Office for sale
are called Clear rooms. The promptness with which the above duty is performed
enables the Front Office to have rooms ready to sell to a waiting customer. This is
especially critical in hotels with high occupancies.
2. Personnel Housekeeping co-ordinates with the Personnel Operation Department for
the recruitment of housekeeping staff, salary administration, indiscipline, grievance
procedures, identity cards for staff, induction, transfers, promotions and exit formalities.
3. Purchase
The Purchase Department procures out-of-stock items for Housekeeping
such as guest supplies kept in rooms, stationery, linen of various types, detergents, etc.
4. Engineering The Housekeeping Department and the Engineering Department
literally control about 90% of the energy consumed in a hotel. The two departments can
create a synergetic effect to increase operational efficiency and better control of energy
consumption. A close co-ordination is necessary with Engineering which actually carries
out the task of fixing out-of-order furniture and fixtures. As Housekeeping personnel are
constantly spread throughout the hotel, checking on various things, they originate
maintenance orders for the Engineering Department to attend to. The maintenance orders
could cover a number of duties such as fused bulbs, broken furniture, plumbing not
functioning in guest rooms or public bathrooms, air-conditioning not working, broken
fixtures, etc. To be able to clear a room for sale to the Front Office, it is necessary that all
malfunctioning items in a guest room are attended to promptly by Engineering. Hence
close co-ordination / co-operation is necessary. Housekeeping would also hand over
rooms to Engineering for major repairs or renovation. The latest trend among both large
and small hotels is to have one manager in charge of both engineering and housekeeping.
5. Laundry This is a department that can enhance the quality of housekeeping services.
The responsibility of laundry to housekeeping is two-fold:
To wash and dry clean linen and staff uniforms to a very high standard of cleanliness.
To supply clean uniforms and linen to Housekeeping on time. Housekeeping has to ensure
that clean linen is issued to guest rooms, restaurants, health clubs, etc. as this directly
reflects the quality and image of the establishment. If these are not received on time from
the laundry, rooms would not be ready 8 or restaurants would not open, etc.

The co-ordination becomes crucial in view of the large Hotel Housekeeping volume of
linen and uniforms that is involved.
6. Food and Beverage The restaurants and banquets constantly require clean table clothes,
napkins, etc. Their staff, as well as those in the kitchen, require clean uniforms- the former
because they are in guest contact and the latter due to strict standards of hygiene required in
the kitchens by most governments.
7. Security The guest room is the most private place and a hotel goes to great lengths to
ensure guest privacy and security. However, a guest can take advantage of this privacy by
gambling, smuggling, etc. Housekeeping has to be alert to these goings-on, and seek the
security departments intervention, if necessary.
8. Stores Larger hotels have a House-keeping Store that stocks housekeeping linen and
supplies independently. Smaller hotels may stock them in the general store except for linen
which should be issued to the housekeeping department. The co-ordination with the stores
would ensure the availability of day-to-day requirements for housekeeping.
1.6 TYPES OF ROOMS
The size and furnishing of a room solely depends on the type of the hotel and the
classification of rooms.
1. Single Room A single room has a single bed for single occupancy. It is a standard room
having a dressing-cum-writing table.
2. Double Room It is a room with one double bed meant for two people. It is a standard
room having a dressing-cum-writing table.
3. Deluxe Room This room is well furnished, carpeted and more suitable for single
persons and small families. Deluxe Rooms are available with Single and Double beds.
4. Twin Room A room with two single beds meant for two people having only one
bedside table between the two beds.
5. Hollywood Twin It is a room with two single beds and one Operation single
headboard meant for two people. When need arises, the two beds can be bridged together
to make it appear as a double room.
6. Studio The studio room is the room for the guest with option of self catering. It has a
queen size bed, air conditioning, fan and screens. There is also a dining area and a seating
area.
7. Suite A suite in a hotel mostly denotes a class of luxury rooms. Suites offer more space
and furniture than a basic hotel room. In addition to the standard bed and bedroom fixtures,
a suite will typically add a living room, usually with a couch that folds into a bed. Dining,
office and kitchen facilities are also added in some suites. Many large hotels have one or
more "honeymoon suites", and sometimes the best room is called the "presidential suite".
Some hotels now offer only regular suites. Regular suites are particularly aimed at
business travelers who would both appreciate additional space and may use it to host small
meetings or entertain guests.

8. Penthouse Suite A penthouse suite is mostly on the highest floors of hotel building.
Penthouses are typically differentiated from other rooms by luxury features. A penthouse
suite may also provide occupants with private access to the roof space above the suit,
instead of or in addition to terrace space created by an adjacent sitback.
9. Parlour A parlour is a room equipped and furnished for a special function or business.
It is generally a lavishly decorated room with more facilities like bar, pantry, massage.
Usually the room is sold on hourly basis.
10. Executive Room It is larger bedroom with a sitting area provided with chairs and
usually sofa. There is a dressing table as well as a writing table.
11. Duplex Room A set of rooms not on the same level but it is connected by an internal
staircase. Generally, the parlour is at the lower level and the bedrooms are at the upper
level.
12. Interconnected Rooms Two rooms adjacent to each other having an interconnecting
door allowing entry from one room to another, without having to go through the corridor.
The interconnecting doors can be opened or locked as per the guests choice.
13. Efficiency Room It is a room with some kitchen facilities found in motels and
residential hotels.
14. Cabana Cabana is generally a shelter on a beach or at a swimming pool used as a
bathhouse. But now some hotels provide cabana with contemporary beauty, comfort,
Protection and privacy with all basic facilities alongside the swimming pool, on the beach,
in the garden and in any lounging area to individual guests for occupation. The rent for
cabana is usually less as they would not have luxurious dcor
15. Sico Sico room is a smart solution to space efficiency. Sico rooms usually have
special beds which can be folded according to the guests need. Guests get a meeting room
by day and a sleeping room by night, with the comfort of a real mattress. With most
meetings today consisting of ten people or less, Sico rooms offer the flexibility to
accommodate small meetings without tying up large meeting rooms.

1.7 GUEST ROOM SUPPLIES

Hotels provide guest with various amenities during their stay. The items supplied vary from
hotel to hotel. It solely depends on the category of the hotel. The following are supplied to
the guest for their pleasant stay:
Bath towel Face towel Hand towel Operation Slippers Soaps/ Soap dish Shampoos
Bath Gels Bath Lotions Shower Caps Dental Kits Shaving Kits Sewing Kits
Shoe Shines Shoe Mitts Combs Cotton Balls Sanitary Bags Cotton buds Loofah
Bathrobes Nail files Clothes Brushes Carry Bags Shoe Horns Racks Garbage Barrels
Tissue Boxes Shoe baskets Rattan Baskets Pallets Hangers Swizzle Sticks Umbrellas
Gargle Tumblers Toilet Rolls Fruit Sticks Water tumblers Service directory Guest
stationery Do Not Disturb cards Bible / Gita Ash tray Breakfast knob cards Room
service menu Match Box/ Lighter Polish my shoe card Room beverage menu Guest
house rules.

Guest Room Supplies

1. What is the role of housekeeping department?

2. List out the important functions of housekeeping.

3. Mention the names of the various types of rooms available in a hotel?

KEY WORDS
Lobbies
A lobby is a room in a building which is used for entry from the outside.
Dcor
A stage setting; scenery.
Upholstery
Fabric, stuffing, and other materials used in upholstering
Napkins
A piece of cloth or absorbent paper used at table to protect the clothes or
wipe the lips and fingers. A cloth or towel.
Synergetic
Working together toward a common end.
Departure rooms Rooms vacated or checked out by guests
Clear rooms
Cleaned rooms by house keeping ready for sale.
Cabana
Shelter in the beach or swimming pool used as a bath house.
Sico room
Room with foldable bed which doubles as a meeting room in the day and
bed room in the night.

LESSON 2
CLEANING AGENTS AND EQUIPMENTS
CONTENTS
2.0 Aims and Objectives
2.1 Introduction
2.2 Cleaning Agents
2.3 Types of Cleaning Agents
2.3.1 Solvents
2.3.2 Detergents & Soaps
2.3.3 Abrasives
2.3.4 Liquid Cleaning Agents
2.3.5 Washing Soda
2.3.6 Soda-Bars, Powders and Flakes
2.3.7 Window Cleansers
2.3.8 Acids and Alkali
2.3.9 Absorbents
2.3.10 Paraffin Oil
2.3.11 Polishes
2.3.12 Disinfectants, Antiseptics & Deodorants
2.4 Selection of Cleaning Agents
2.5 Cleaning Equipments
2.6 Manual Cleaning Equipments
2.6.1 Brushes
2.6.2 Mops

2.6.3 Broom
2.6.4 Melamine Foam
2.6.5 Squeegees
2.6.6 Cloths
2.6.7 Carpet Sweeper
2.6.8 Spray Bottle
2.7 Mechanical Cleaning Equipments
2.7.1 Vacuum Cleaners
2.7.2 Scrubbing / Polishing Machines
2.7.3 Hot Water Extraction
2.8 Selection of Equipments
2.9 Rules for Storage of Equipments

2.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Cleaning agents and
Cleaning equipments.
2.1 INTRODUCTION
The proverbial godliness attached to cleanliness is one of the basic criteria for a satisfied
guest to return to a hotel. A professional and well-run housekeeping department is key to
running a successful hotel operation. Cleanliness is important for many reasons, not the
least of which is the impact it has on guests, as well as keeping long term maintenance
costs down. The housekeeping staffs have the most direct contact with the guests' rooms
and therefore, are the key to ensuring that the guests have a comfortable and pleasant stay.
The importance and influence of the housekeeping department in developing repeat
clientele cannot be over-emphasised. Cleanliness, safety and security are three of the
highest requirements of the travelling public. The various cleaning agents, cleaning
equipments and cleaning procedures are discussed in this lesson.
2.2 CLEANING AGENTS
Cleaning Agents are substances, usually in liquid form, that are used to remove dirt,
including dusts, stains, bad smells and clutter in solid surfaces. Purposes of using cleaning
agents include health, beauty, elimination of offensive odor, and to avoid the spreading of
dirt and contaminants to oneself and others. Some cleaning agents can kill bacteria & other
microbes and clean at the same time.
Cleanliness is a basic need that a hotel must fulfill and industrial cleaning agents are often
the easiest, most efficient and economical option available.
2.3 TYPES OF CLEANING AGENTS
Various types of cleaning agents are used for cleaning the guest rooms, bathroom, toilets
and other public areas. Typical cleaning agents include aqueous and semi-aqueous cleaning
agents, solvents, acids, alkalis and abrasives. The different types of cleaning agents used
are discussed below:

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

Abrasive cleaners will often work where others fail. Liquid abrasive cleaners are generally
more expensive but are more convenient to use.
2.3.4 Liquid Cleaning Agents
Liquid cleaning agents can be either diluted in a little water or used directly with a dry
cloth.

Ammonia is alkali which softens water and emulsifies grease.

Methylated sprits are effective against grease stains.
Paraffin is also grease solvent.
Turpentine is a grease and paint solvent.
Vinegar is a mild acid (acetic acid) unaffected by hard water and useful in
removing light stains in baths.
Hydrochloric acid is useful in removing stubborn stains in bathrooms but care must
be taken in its use as it is damaging to the skin and destroys fabrics and light
bathroom fittings.
Carbon tetrachloride is also excellent grease solvent. Care must be exercised there,
too, as the fumes are corrosive and harmful.

2.3.5 Washing Soda

This agent is quite outdated due to the advent of domestic detergents like vim, etc.
However, it is particularly useful for emulsifying grease on drain pipes, gutters or stone
surfaces. In strong concentration, it could be an irritant and injurious to skin, fabrics
brushes, wood and paint. Washing soda is useful as a water softener and it is a chlorinated
compound.
2.3.6 Soda-bars, Powders and Flakes
Nowadays soaps have been replaced by excellent synthetic soap less detergents which are
unaffected by hard water. In this case rinsing is not important as these products suspend dirt
and grit most effectively without leaving a smear. However, some housekeepers may not
have access to these detergents and may have to rely on soaps.
Powders and flakes are useful in getting instant lather but are and expensive. When used,
care should be taken that they are dissolved. Being expensive, one should know exactly
how much powder or flake is dissolved to get an optimum concentration for best results
and also how long the resultant solution is effective. Good bar soaps are still most
economical but much more strenuous to use than modern methods. They should be
stored on open shelves in a dry store.
2.3.7 Window Cleansers
Window cleansers consist of water miscible solvent to which a small quantity of surfactant
and possibly an alkali are added-to improve the polish effect of the cleanser. Some also
contain fine abrasive. The cleanser is applied with a cleaning rag and rubbed off with a
clean soft cloth. Cleansers can also be applied by spraying and the surface wiped clean.

2.3.8 Acids and Alkali

The cleaning action is carried out by chemicals such as:
Acid: Acids are used for the removal of metal stains. Vinegar and lemon are used for the
removal of tarnish of copper and brass and of mild water stains on bath tubs, etc. More
resistant water stains may be removed with stronger acids such as oxalic acid or
hydrochloric acid. This should be only used under strict and experienced supervision so
that too much is not used and is carefully applied.
Alkali: Caustic soda, sodium hydroxide and ammonia are alkalis and are used as grease
emulsifiers and stain removal agents. Strong alkaline cleaning agents based on caustic soda
in flakes or in liquid form are available for the cleaning, of blocked drains, and other large
industrial equipments. Extreme care is to be taken in their use as they are very strong and
are highly corrosive.
2.3.9 Absorbents
These perform the cleaning action by absorbing the stain or grease e.g. starch, French
chalk powders, and besan or gram flour. Their constituents vary and many are of vegetable
origin. Unlike abrasives, they are not manufactured.
2.3.10 Paraffin Oil
Paraffin is wax like or liquid hydrocarbon mixture used as solvent. It is also efficient for
the cleaning of baths but owing to its smell it is seldom used. Organic solvents such as
methylated spirit, white spirit (turpentine substitute) and carbon tetrachloride are grease
solvents and are used for the removal of grease and wax from different surfaces. Aerosol
dry cleansers are suitable for use on wallpapers.
2.3.11 Polishes
They do not necessarily clean but produce a shine by providing a smooth surface from
which light is reflected evenly. They do this by smoothing out any unevenness on the
surface of the articles. Polishes fall into three broad categories - spirit based, oil based
and water based. Spirit based is used primarily for mirrors, window panes, etc. Oil based is
used on wood, linoleum and synthetic floorings, leather, tiles, etc. Water based is used on
sealed floors, rubber and thermoplastic floors.
Polishes may be used only after dirt and dust has been removed from surfaces. It should be
used in small quantities. Ensure that the correct type of polish is used with the correct
method of polishing. Polishes come in three forms liquid, paste & cream.
2.3.12 Disinfectants, Antiseptics & Deodorants
Disinfectants, antiseptics and deodorants are not strictly cleaning agents but are often used
during cleaning operations. Disinfectants kill bacteria, antiseptics prevent bacterial growth
and deodorants mask unpleasant smell by combining chemically with the particles
producing the offensive smell.

2.4 SELECTION OF CLEANING AGENTS

1. Mild cleaning agents are generally preferred for cleaning as they are less injurious.
2. Strong chemicals and abrasives may be easy to clean and the surface would look better,
but on the long run it may damage the surface.
3. Cleaning agents have to be purchased in manageable containers as bulk purchases could
cause congestion in stores. The containers must have reliable lids, corks as defective ones
could result in wastage due to evaporation.
4. Strong smelling agents like paraffin must be avoided due to the offensive smells they
lend to the environment.
5. Pollutant free / less polluting cleaning agents should be used to protect not only the
hotel staff and guests but also people at large.
2.5 CLEANING EQUIPMENTS
To keep the hotel clean and hygienic, various equipments and supplies are used. No work
can be done without proper equipment. It is important that the housekeeper makes a careful
selection of equipment based on necessity and suitability for use in a hotel industry,
appropriate design and required size, rugged construction and finish, ease and availability
of maintenance, low initial and operating costs, on-the-job tested performance, safety, and
overall efficiency. Supplies should also be studied, and basic and procedures developed to
use these supplies most effectively in maintaining desired standards of cleanliness.
Housekeeping property is broadly classified as either equipment or supplies. Items
classified as supplies are consumables, and equipment is reusable. Thus, floor machines,
brooms, mops, vacuum machines, etc, are categorized as equipment, whereas cleaning
agents are supplies. There are mainly two types of cleaning equipments, viz.
(i) Manual cleaning equipments and
(ii) Mechanical cleaning equipments.
2.6 MANUAL CLEANING EQUIPMENTS
2.6.1 Brushes
The brushes are devices with bristles, wire or other filaments, used for cleaning. Brushes
used for cleaning come in various sizes, such as very small brushes for cleaning a fine
instrument, toothbrushes, the household version that usually comes with a dustpan, or the
broomstick. Hallbrooms are even larger and are used for cleaning large areas. Cleaning
brushes also include brushes for cleaning the toilet, washing glass, finishing tiles, and
sanding doors.

2.6.2 Mops Operation A mop is a tool generally used for cleaning floors, although
when possible it is also used for cleaning other surfaces, for example tiled walls, to avoid
unhygienic working conditions. The following are the different types of mops.
1. Dry mop, dust mop A dry mop or dust mop is designed to pick up dry, loose
contamination like dust, earth and sand from the floor surface. It consists of yarn and / or

microfiber and is used as a first step in cleaning a floor. Dry mops can be similar to the
yarn wet mop, but with wider eyes and shorter hairs than wet mops. Professional dry mops
consists of a flat sheet of micro fiber textile or sheets with a surface of looped yarn, usually
about 15 cm wide, and comes in variable lengths (usually 30 to 100 cm). The professional
type is intended for fastening on long handle with a flat pad with the aid of velcro or a
pouch on the mop, in which the pad on the handle fits. The dry mop can in many instances
replace a broom and has the ability to hold a limited amount of dust or sand within itself.
Ideally, it should be machine washed when it becomes saturated with dust.
2. Wet mop, moist mop A wet mop or moist mop is, in professional cleaning, used as a
second step in the cleaning of a surface. The wet mop is swept over the surface to dissolve
and absorb fat, mud and dried-in liquid contaminations.
3. Yarn mop In daily usage, a mop is usually equal to a yarn mop. The mop (eye) consists
of thick strings of long yarn (about 25 cm) or, in newer models, soft strands of waterabsorbing fabric. A yarn mop is usually mounted on a long (about 1.5 m) handle with a
ganged end on which the mop can be fastened by turning it clockwise. To clean a floor, the
mop is soaked in a bucket of water, usually mixed with a cleaning solution and swept
against the surface. Some buckets include a wringer to strain excess water from the mop, so
as not to saturate the floor and as not to leave excessive water on the floor. Leaving
too much water on the floor will usually result in dust collection and thus result in a less
clean floor. Yarn mops are also often used to clean up liquid spills.
4. Mop for pre-moistening In professional cleaning, mops are often pre- impregnated
with an ideal amount of liquid. This ideal amount is often recommended by the
manufacturer in terms of weight percent of water per dry weight mop, (175% water).
Mops for pre-moistening are flat sheets of (often micro fiber) textile, usually about 15 cm
wide, and comes in variable lengths (usually 30 to 100 cm). Mops for pre-moistening is

fastened on a long handle with a flat pad with the aid of velcro or a pouch on the mop, in
which the pad on the handle fits.
5. Pre- moistening Pre-moistening can be done with a special washing machine or by
hand by simply folding and packing the mops tight in a container and pouring the
measured amount of water over them. The mops will then need about 5 to 10 min for the
liquid to distribute evenly in their tissue before use. Advantages with pre-moistening are:
The cleaner does not have to have a bucket of water with him / her when cleaning the
floor, but simply carries an appropriate amount of mops.
The risk of over-wetting the floor and leaving pools of water which collects dust is
eliminated if the wetting is ideal.
6. Hot mop Wet mop is also called the hot mop, which works on a similar concept to a
steam iron. After adding water, it is heated to make the water exude on top of a floor,
which can then be cleaned without using a cleaning solvent. These can work best on
surfaces where a regular mop would also be used, such as floors, hearths, and laminates.

2.6.3 Broom Operation

A broom is a cleaning tool consisting of stiff fibers attached to, and roughly parallel to, a
cylindrical handle, the broomstick. A smaller whisk broom or brush is sometimes called a
duster.

Brooms

2.6.4 Melamine Foam

Melamine foam is a foam-like material consisting of a formaldehyde-melamine-sodium
bisulfate copolymer. The foam, because of its microporous properties, may remove
otherwise "uncleanable" external markings from relatively smooth surfaces. For example, it
can remove crayon, magic marker, and grease from painted walls, wood finishings, and
grime from hub caps.
2.6.5 Squeegees
A squeegee is a cleaning tool with a flat, smooth and thick rubber blade, used to remove or
control the flow of liquid on a flat surface. It is used for cleaning floors and small thin and
flexible squeegee is used for cleaning windows.

2.6.6 Cloths
1. Floor cloths It is a yarn fabric usually made from loosely spun yarn. They are used for
removal of spillages from the floor
2. Wipes and swabs These are cloths used for wet cleaning of surfaces above floor level.
3. Scrim It is a loosely woven linen cloth which is absorbent and does not leave stains.
They are suitable for cleaning glazed area.
4. Rags disposable cloths This old discarded linen are obtained from the linen room
andused for the purpose of general cleaning. They are discarded when heavily soiled.
5. Dust sheets These are thin cotton sheets used to cover furniture especially during
special/ spring cleaning. They are also old discarded linen obtained from linen room.
6. Drugget It is a sort of cheap stuff, very thin and narrow, usually made of wool, or half
wool and half silk or linen; it may have been corded or plain. They are used for
rugs,tablecloths, carpet square to protect the floor during bad weather and during
redecoration.
7. Hearth and bucket cloths These are thick fabric cloths placed under the buckets to
prevent marking of the floor/ surface.
8. Chamois leather It is a skin of chamois goat. They are used for cleaning windows and
mirrors.
2.6.7 Carpet Sweeper
Carpet sweeper is a mechanical device for the cleaning of carpets in place. They were
popular before the introduction of vacuum cleaners and have been largely superseded by
them. However, some restaurants continue to use them (as they are lightweight and very
quiet, enabling the wait staff to quickly clean crumbs up from the floor without disturbing
other diners.
A carpet sweeper typically consists of a small box. The base of the box has rollers and
brushes, connected by a belt or gears. There is also a container for dirt. The arrangement is
such that when pushed along a floor the rollers turn and force the brushes to rotate. The
brushes sweep dirt and dust from the floor and deposit the particles into the container.
Carpet Sweeper

Carpet sweepers would frequently have a height adjustment that enabled them to work on
different lengths of carpet, or carpetless floors. The sweeper would usually have a long
handle so that it could be pushed without bending over.
2.6.8 Spray Bottle
A Spray Bottle is a bottle that can squirt, spray or mist fluids. A common use for spray
bottles is dispensing cleaners and chemical formulation through a fine nozzle for cleaning.

Spray Bottle
2.7 MECHANICAL CLEANING EQUIPMENTS
2.7.1 Vacuum Cleaners
A vacuum cleaner uses an air pump to create a partial vacuum to suck up dust and dirt,
usually from floors. Most hotels with carpeted floors possess a vacuum cleaner for
cleaning. The dirt is collected by a filtering system or a cyclone for later disposal. Vacuum
cleaners come in variety of models owing to their usage:
1. Upright vacuum cleaners take the form of a cleaning head, onto which a handle and bag
are attached. Upright designs usually employ a rotating brush-roll, which removes dirt
through a combination of sweeping and vibration. There are two types of upright vacuums;
dirty-fan / direct air, or clean-fan indirect air.
2. Canister (or cylinder) designs have the motor and bag in a separate canister unit
(usually mounted on wheels) connected to the vacuum head by a flexible hose. Although
upright units have been shown to be more effective (mainly because of the beaters), the
lighter, more maneuverable heads of canister models are popular. Some upmarket caniste.

models have "power heads", which contain the same sort of mechanical beaters as in
upright units, such beaters are driven by a separate electric motor.
3. Wet vacuums or wet / dry vacuums - a specialized form of the canister vacuum - can
be used to clean up wet or liquid spills. They commonly can accommodate both wet and
dry soilage. Some are also equipped with a switch or exhaust port for reversing the airflow,
a useful function for everything from clearing a clogged hose to blowing dust into a corner
for easy collection.
4. Back-pack vacuums are commonly used for commercial cleaning: They allow the user
to move rapidly about a large area. They are essentially canister vacuum cleaners, except
that straps are used to carry the canister unit on the user's back.

5. Built-in or central vacuum cleaners move the suction motor and bag to a central location
in the building and provide vacuum inlets at strategic places throughout the building: only
the hose and pickup head need be carried from room to room. Plastic piping connects the
vacuum outlets to the central unit. The vacuum head may either be unpowered or have
beaters operated by an electric motor or air-driven motor. The dirt bag in a central vacuum
system is usually so large that emptying or changing needs to be done less often. Since this
central unit is usually located outside the living area, no dust is recirculated back into the
room being cleaned. In addition, because of the remote location of the motor unit, there is
less noise in the room being cleaned than with a standard vacuum cleaner.
6. Robotic vacuum cleaners move autonomously, usually in a mostly chaotic pattern
('random bounce'). Some come back to a docking station to charge their batteries, and a few
are able to empty their dust containers into the dock as well.
7. Small hand-held vacuum cleaners, either battery-operated or Accommodation mains
powered, are also popular for cleaning up smaller spills.
8. Drum vacuums are used in industrial applications. With such a configuration, a vacuum
"head" sits atop of an industrial drum, using it as the waste or recovery container. Electric
and Compressed Air powered models are common. Compressed air vacuums utilize the
venturi effect. Most vacuum cleaners are supplied with various specialized attachments,
tools, brushes and extension wands to allow them to reach otherwise inaccessible places or
to be used for cleaning a variety of surfaces.

Vacuum Cleaners

2.7.2 Scrubbing / Polishing Machines

Scrubbing/ Polishing Machines consist of one large or several small brushes which
revolve and scrub the floor while water and detergent are released from a tank attached to
a machine. With suitable brushes this versatile machine can be used for shampooing
carpets, polishing, spray buffing, spray cleaning or polishing floors.

Scrubbing / Polishing Machines

2.7.3 Hot Water Extraction
Hot water extraction also known "steam cleaning" is the method of deep rinse cleaning of
the entire carpet. But actual live steam (vapour created at boiling point of water) is not
employed in the cleaning process. Hot water extraction is a deep cleaning process that
removes embedded soils that have been carried or blown over the carpet.
A hot water extraction machine, whether portable or truck mounted, has a pump which
dispenses water, under pressure, through spray nozzles into the carpet and a high powered
vacuum system that sucks the dirty water into a holding tank within the extraction machine.
This system includes a three step process:
1. Pre-spray carpeted area with a detergent that is not too strong (or too alkaline). They
may damage the carpet.
2. Agitate with a power scrubber which utilizes a rotary brush to loosen soils. This will
not only loosen soils but help cleaning agents penetrate into carpet fibers to deep clean the
entire carpet fiber.
3. A complete rinse with softened hot water is used. The clean, softened, hot water is
sprayed onto the carpet fibers through spray nozzles. The spray rinses all added chemicals,
cleaners, and dirt into an attached high powered vacuum shoe that sucks the dirty solution
back into a holding tank on the extraction unit.
The removed soil is held in the tank until it may be disposed of later in a sanitary drain,
toilet, or proper waste facility. Solutions should not be dumped onto the ground outside, in
storm sewers, or in the streets.

Hot Water Extraction Machines

2.8 SELECTION OF EQUIPMENTS

As equipments are expensive, their selection is of utmost importance. The correct choice
and quality of equipment could save costs due to break-downs, reduce fatigue and thereby
demands on labor as also ensure efficiency in overall operations. In determining the
purchase of equipments, the following need to be kept in mind.
1. Quality of equipments by usage history in other organizations.
2. Reliability of supplier to meet time deadlines.

3.
4.
5.
6.
7.

Transportation on time to replenish stocks/ replacements.

Equipments should be light, well balanced and easy to manipulate.
Availability of future stocks.
Sturdiness in terms of usage.
Cost factors.

2.9 RULES FOR STORAGE OF EQUIPMENTS

1. The store should be dry and well ventilated as dampness causes rust of metal parts or
mildew leading to deterioration of equipments.
2. The store should provide enough space for easy access to shelves and to facilitate proper
cleaning.
3.There should be adequate racks and cupboards properly labeled for easy identification.
4. Stock records should be maintained showing:
Date of purchase
Kind of stock and quantity
Name of supplier
Cost per unit
Date of issue into service
Remarks on suitability and durability
5.Certain rules must be maintained for the issue of stocks:
A definite time should be specified for issue
Issue should be done strictly against worn out equipment.
Equipment should be clearly marked as to the floor or public area.
6. Storage rooms should be subject to regular inspection.
7. Expensive equipments like vacuum cleaners should be covered with polythene sheets
and kept air-tight.

1.
2.
3.
4.
5.

What are the types of commonly used cleaning agents? Name them.
What are the two types of cleaning equipments?
What are the types of brushes in use for cleaning?
Write a short account on various types of brushes in use for cleaning.
What are the three important expectations of guests in a hotel?

KEY WORDS
Solvent Liquid that dissolves a solute resulting in a solution
Abrasive Grit material from materials such as quartz or sand or pumice. Abrasives may
be fine, medium or hard.
Absorbents Materials that absorb stain or grease. Eg. starch, French chalk powder, gram
flour, etc.
Melamine Foam like materials made of formaldehyde - melamine and sodium bisulphate
co-polymer, used as a cleaning agents.
Squeezes Cleaning tool made of flat, smooth and thick rubber blade.

LESSON 3
CLEANING A GUEST ROOM

CONTENTS
3.0 Aims and Objectives
3.1 Introduction
3.2 Daily Cleaning of Occupied Rooms
3.2.1 Procedure for Entering a Guest Room
3.2.2 Procedure for Cleaning a Guest Room
3.2.3 Procedure for Cleaning Bathroom
3.2.4 Points to be Considered While Cleaning
3.3 Second Service
3.4 Evening / Turn Down Service
3.5 Cleaning a Checked Out Room
3.6 Daily Cleaning a Vacant Room
3.7 Dirty Dozen
3.8 Spring Cleaning
3.9 Chamber Maids Trolley

3.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to
demonstrate appropriate skills, and show an understanding of the
following:
Cleaning an occupied, checked out and vacant room
Spring cleaning
Chamber Maids trolley.
3.1 INTRODUCTION
A hotel should create a Home away from Home atmosphere. This can only be achieved
by maintaining the cleanliness and hygiene of the guest room. Rooms must be cleaned and
serviced each day. All rooms should present a fresh, pleasing appearance and provide
comfortable conditions for those using
them. Daily maintenance removes dirt,
accumulation of which is dangerous for health as it forms breeding ground for germs. Day
to day care encourages high standard of work. It allows the time allocated for special
cleaning to be spent out to full advantage to keep the rooms spic and span.
A guest room has to be cleaned in various circumstances Operation such as cleaning an
occupied room, cleaning a checked out room, and cleaning a vacant room. The
housekeeping staffs should have skill, politeness and patience to handle all such cleaning
situations.

3.2 DAILY CLEANING OF OCCUPIED ROOMS

Care has to be taken while cleaning an occupied room. Because all guests are not the same.
Most of the guest would expect certain discipline from the housekeeping staffs. And,
therefore, the housekeeping staffs are trained to handle the guests as well the
guest rooms properly.
3.2.1 Procedure for Entering a Guest Room
1) Before starting the cleaning, the room attendant should see the status of all the rooms
from the lot of rooms allocated to him.
2) The room attendant can prioritize rooms to be attended to first on the basis of immediate
needs; 'clean my rooms', and finally other occupied rooms.
3) For occupied rooms, look whether the room has a 'do not disturb' card on the door knob.
If it does, then go to the room which does not.
4) Knock at the door firmly with the index finger knuckle announcing clearly
'housekeeping'. When there is no answer, repeat the knock after 10 seconds announcing you
as before.
5) If there is, still no answer; open the door with the floor master key. Push the door again;
knock announcing inside the room 'housekeeping'.
6) When there is no reply and one is relatively sure that there is no one in, open the door
wide and keep it that way till the entire cleaning cycle in the room is
completed.

3.2.2 Procedure for Cleaning a Guest Room

1) Switch off the room air-conditioner or heating. Draw all curtains and open the windows
for airing the room.
2) Remove soiled linen from beds and bath. Shake out the linen to ensure that no guest
articles are lost in the folds of the linen. Put the soiled linen in the linen hamper/ laundry
bag provided on the chamber maid's trolley.
3) Check for maintenance requirements and report the same to the control desk and enter
in the room check list.
4) Contact room service to remove used "trays and glasses.
5) Turn the mattress side-to-side on succeeding days followed by end-to-end turning.
Smooth out the mattress and air it.
6) If vacuum cleaning is not available, brush the carpet first to enable the dust to settle
while doing the next task.
7) Empty all ashtrays and waste paper baskets.
8) Pick up guest clothes and hang in the closet or place in the wardrobe.
9) Clean the bathroom and replenish all the required supplies.
10) Collect all loose articles and magazines and other guest papers and stack them neatly
on the writing table.

11) Clean all surfaces in single circular motions with a dry cloth. Use a hand dust pan to
collect any unwanted matter on the surfaces without lifting dust in the air.
Ensure that all surfaces are spotlessly clean. Pay special attention to nooks and corners
especially those points that may not obviously be visible to the guest eye.
12) Use a stiff upholstery brush or vacuum cleaner on upholstered furniture arms, back and
seats.
13) Replace, if necessary, stationery as prescribed by the management. The number of
items must exactly be as per standard.
14) Dust and replace each item on the dresser, bureaus and desks. Special attention must
be given to the display of publicity material as prescribed by the management.
15) Clean lamp shades with a clean dry duster. Lift lamps and clean under the base.
Replace lamp if damaged and adjust the shade.
16) Disinfect the telephone in the room and the bathroom with Dettol. Wipe balance of the
telephone with a damp cloth. Then check phone for the dial tone.
17) Clean mirrors with a dry cloth first and then with a damp newspaper to make it
sparkling.
18) Dust closet, shelves, hangers and rods. Brush the closet floor. Supply new laundry bags
and replace the missing hangers. Replace drawers / shelves with paper liners, if
required.
19) Dust both the sides of the room doors, head board, window sills, inside and outside of
the window rails, top of the radiators and air-conditioning units.
20) Close the windows.
21) If vacuum cleaner is available then vacuuming of carpet should be done at this stage,
instead of brushing the carpet as mentioned earlier.
22) Arrange furniture properly, if necessary.
23) Switch on the air-conditioning or heating on the minimum Accommodation
temperature for a departure room or at the same Operation temperature the guest has left
for an occupied room.
24) Have a last look at the room referring to the check list for completion of work and exit
the room closing the door behind.

3.2.3 Procedure for Cleaning Bathroom

1) Cleaning activity starts from the ceiling downwards to the floor. Floors are cleaned from
the wall farthest to the door to the exit.
2) Open all windows and exhaust vents.
3) Shake out all soiled bathroom linen, e.g. towels, bathmat, etc and deposit in the linen
hamper / laundry bag provided on the chamber maid's trolley.
4) Collect the trash from all the ashtrays, sanitary bins, and waste paper basket and deposit
it into the garbage bag provided on the chamber maid's trolley.
5) Clean the ceiling and air-conditioning vents for cobwebs
6) Wipe off light bulbs and shades with a dry cloth.
7) Wash the bathtub and surrounding tiles and wipe dry. Wipe the shower curtain from
both sides with a wet sponge and ensure that all are free from any water marks.
8) Clean the mirror, (with a dry cloth then wipe using a wet folded newspaper and then
again with a dry cloth).
9) Scrub dry the areas surrounding the wash basin and the counter.
10) Scrub the toilet bowl and bidet using the special brush / Johnny mop. Ensure that it is
dry and spotless inside. Clean the seat, lid and the outside of the toilet bowl and
put a disinfectant solution inside.
3.2.4 Points to be Considered While Cleaning
1) The room attendant must follow the method of work that will cause least disturbance to
the guest occupying that room.
2) Must plan his work so that systematic method is followed.
3) Should work at a good speed.
4) Should work efficiently and clean more areas at a time.
3.3 SECOND SERVICE
Second service is normally carried out in an occupied room at any time in a day if the
guest requests to clean the room again. Only light cleaning is done in such cases.
Sometimes, guest has a meeting or a get together functions etc. in the room and he wants
his room to be cleaned after the so-called function is over. The second service method is
as follows:
1) Remove empty bottles and other room service equipment
from the room.
2) Pick rubbish from the floor.
3) Arrange the furniture as required.
4) Dust the room where ever necessary.

5) Check the bathroom floor, make it dry, if needed. Flush the toilet bowl and dry the area
around the sink.
6) Use air freshener, if required.
7) Replace toilet soap, paper & linen, if necessary.
8) Replenish room stationary, if necessary.
9) Replace water tumblers and refill the water flask with fresh water, if necessary.
3.4 EVENING / TURN DOWN SERVICE
In hotels, normally the bulk of room cleaning should have been done in the morning shift.
The exception would be rooms 'with the 'do not disturb' sign. Some rooms are occupied by
late night / early morning arrivals by international flights. All rooms therefore require an
evening service which mostly, involves preparing the room for the guest to sleep
comfortable for the night and it should be done prior to the guest retiring for the night. In
this service, the bed is made for night, the room is cleared and soiled bath linen is replaced.
Night service is carried out in the following way:
1) Knock at the door and enter the room as per the procedure mentioned earlier.
2) Switch on the lights and ensure that all the light fixtures are working.
3) Draw the heavy curtains.
4) Hang guest clothes if lying around.
5) Take off the bedcover, fold neatly and store in the wardrobe, either in the topmost shelf
for in the lowermost shelf
6) Fold one corner of the blanket to enable the guest to slide in to the bed.
7) Place the breakfast knob order card along with a chocolate / cookies / sweet as
prescribed by the management on the pillow.
8) Remove soiled glasses and bottles if any. Replenish fresh glasses and fill in the water
flask with drinking water.
9) Empty and clean ashtrays and waste paper baskets.
10) Replace soiled linen - bed and bath if required. Accommodation Operation
11) Replenish missing toiletries and other supplies.
12) Set climate control as directed.
13) Turn out all the lights except the night lamp/ passage light as prescribed by the
management.
14) Before leaving the room, give a final glance then lock the door properly, and proceed
to the next room.

3.5 CLEANING A CHECKED OUT ROOM

A check out is a room the guest has departed from; so there are none of his belongings
there and it has to be prepared to re-let another guest.
1) The room has to be cleaned first before cleaning the bathroom because the room
attendant may take water from the bathroom ending up in splashing of water resulting in recleaning the bath room
2) First open the curtains, arrange neatly and adjust lighting.
3) Empty and clean ashtrays and waste bins.

4) Strip and make the bed, clean inside drawers and cupboards, putting in correct supplies
at the same time.
5) Dust and clean the furniture followed by mirrors and pictures cleaning.
6) Put all the correct supplies, clean the mini fridge from inside and outside.
7) Remove any stains on the carpet and/or walls, or windows.
8) Vacuum clean the carpet and arrange furniture correctly. The bathroom cleaning
procedure is the same as explained in section 3.2.3.
3.6 DAILY CLEANING A VACANT ROOM
Rooms must be cleaned each and every day even if it is vacant. Day to day care encourage
high standard of work. It allows the time allocated for special cleaning to be spent out to
full advantage.
1) Leave the front door open; make work sign "no" on the door.
2) Place the trolley standing in corridor outside the room to be serviced.
3) Ventilate the room. Open all the doors and windows.
4) Switch off the air conditioner or heating system

5) Remove soiled linen, used crockery and any other rubbish.

6) Airing of bed and making it.
7) Dusting the furniture.
8) Disinfect the telephone mouthpiece, check for dial tone.
9) Clean the carpets and dusts on the surroundings.
10) Cleaning of furnishing arrangements and appearance of the room.
11) Switch on the bathroom light, dry the floor if wet, wipe down the walls, windows with
dry dusters, occasionally damp duster is also used.
12) Use detergent for cleaning wash basin and dirty surfaces.
13) Check for plumbing faults like leakage, faulty flushes, and electrical faults and
exposed wires.
14) Replace bath linen and also complimentary items namely toilet soap, shampoo.
15) While working around the room checks for damages to the furniture's, walls, windows
and other fittings.
16) Replace the complimentary items like match boxes, stationers, etc.
17) After final check up draw the curtains place the DND card on the outside knob of the
door
18) Vacuum the floor finish at the door.
19) Give a final check and remove the sign "no".

3.7 DIRTY DOZEN

There are certain areas in the room or bathroom which may be forgotten or invisible to the
room attendant and tend to accumulate dust. Such areas are normally hidden from a guest's
eye. However, its cleanliness reflects the standard of cleaning of the hotel. Experience
shows that the following areas are overlooked and appropriately called the 'dirty dozen'.
1) Air-conditioning ducts and diffuser grills.
2) Top of the door edges and ceiling.
3) Top of picture frames.
4) Area above pillow racks.
5) Rear surface of doors.
6) Interior surfaces of drawers
7) Beneath the grab-bar and dresser table.
8) Behind the WC bowl- the S-trap.
9) Faucet nozzle filter.
10) In the toilet roll niche.
11) Under bathroom counters
12) Toilet vents.
3.8 SPRING CLEANING
Spring cleaning removes the dust and dirt that accumulates from everyday wear and tear
and attends to cleaning needs identified during a guestroom inspection. It includes activities
such as turning mattresses, wiping down walls and baseboards and washing windows and
casements. The dirty-dozen can also be perfectly cleaned.
Routine cleaning can maintain a guestroom's fresh and spotless appearance for a period of
time. But after a while, a room will need deep cleaning. In some properties, deep cleaning
is done by room attendants on special project basis; others use teams in which each
employee does a particular deep cleaning task.

The following are the spring cleaning tasks that help the
property shine are:
1) Flipping and rotating mattresses.
2) Shampooing carpets.
3) Removing soil and stains from wall coverings and baseboards.
4) Washing windows, casements, and shades.
5) Dusting high and hard to reach areas.
6) Cleaning vents and fans.
7) Vacuuming under furniture that requires heavy moving.
8) Cleaning and vacuuming drapes. Cleaning carpet edges.
9) Washing sheer curtains.
10) Washing lampshades

3.9 CHAMBER MAIDS TROLLEY

A housekeeping room attendant can service the guest room with convenience, ease and
speed by using the chamber maids trolley. The guest room necessities can be stored in the
trolley, preventing the room attendant running constantly back and forth. If the trolley is
kept in an orderly manner at all times. It helps in fast ordered method of work.
1. There are separate receptacles for dirty linen and garbage and this enables absolute
separation of dirty from, clean which is essential and must be strictly adhered to.
2. Normally the top shelf contains all the supplies necessary like note pads, pencil / pen,
other stationary, gargle glasses, emery paper, soaps, shampoo sachets, etc.

Chamber Maids Trolley

3. The first shelf has all bath linen like bath towels, hand towels, face towels, bathmats,
etc.
4. The second shelf contains all bed linen like bed sheets, pillow cases / slips, etc.
5. The bottom shelf normally holds cleaning materials and equipments. If there is no
bottom shelf then one can store this under the garbage bag and the laundry bag.
6. It is just as easy to keep the trolley tidy as it is a matter of the organization and its
discipline.
7. At the end of one's shift one must clean the trolley and remove all garbage and dirty
linen and re-set the trolley for the next day's shift.

8. When one is servicing a room one parks the trolley outside the door with the open
shelves facing towards the room. Since the room attendant should leave the door open
always of the room he will find it easy to remove the necessary requirements from the
trolley.
9. If the laundry bag or the garbage bag has become full, then the room attendant should
empty the same and put another bag for the garbage as well as empty the soiled linen from
the laundry bag.
10. After the shift is over, the room attendant should collect all the garbage from the service
room and dump it in the garbage room of the hotel so as to prevent odours and germs
to spread.
11. Some hotels have linen chutes; this is like a chimney which passes through every floor
of the hotel and has it's opening into the laundry room. It has a door and a locking system
on each floor through which all soiled linen is disposed off. This saves time for the room
attendant to go down with the soiled linen.
12. When a hotel has no chute, the dirty linen has to be collected in trolleys by the
housemen and taken to the laundry department. The floors are then re-stocked with fresh
linen by the housemen who do the transporting through trolleys.
1. List the points to be kept in mind while daily cleaning an occupied room.
2. List the dirty-dozen.
3. What is second service?
KEY WORDS
Hygiene Conditions and practices that serve to promote or preserve health
Master Key A key that opens every one of a given set of locks.
Soiled
Covered or stained with or as if with dirt or other impurities
Casements A window sash that opens outward by means of hinges
Chamber Maid A maid who is employed to clean and care for bedrooms Room Attendant
Wardrobe A tall cabinet, closet, or small room built to hold clothes
Bathmats A mat used in front of a bathtub or shower, as to absorb water or prevent
slipping
Cookies A small, usually flat and crisp cakes made from sweetened dough

LESSON 4
BED MAKING

CONTENTS
4.0 Aims and Objectives
4.1 Introduction
4.2 Bed
4.2.1 History of Bed
4.2.2 Types of Bed
4.2.3 Bed Sizes
4.2.4 Standard Sizes of Bed
4.3 Bed Making
4.3.1 Procedure for Making a Bed
4.0 AIMS AND OBJECTIVES
At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Bed, types and sizes of bed
Procedure for bed making.
4.1 INTRODUCTION
A guest turns up to a hotel for a comfortable stay. He spends a considerable time in the bed.
Some guests will spend most of their day in bed. Other guest may just use in the night time
alone. A clean, wrinkle-free bed is important for all guests. It is the duty of Housekeeping
Department to keep the guest bed neat and clean.
In this lesson, details are provided covering various types of beds, universal bed sizes and
common standards of bed sizes prevalent in different countries. Further, procedure for
making a guest bed is explained in detail.
4.2 BED
A bed is a piece of furniture or location primarily used as a place to rest, relax, nap or
sleep. To make beds more comfortable, the top layer is frequently a mattress. Originally
these were bags of straw for most people and filled with fluffy, feathers of birds for the
wealthy. Eventually new filling materials such as cotton, silk cotton and artificial fillers
became common. In modern times most mattresses use springs, solid foam, and more
people are looking for a better medium to sleep, since people spend a large percentage of
time in life in a bed. It has become a more recent realization for many, to attribute health
deteriorations to what they lay on. Water resilient fibers (natural and synthetic), latex,
synthetic foams and a combination of a huge range of different spring technologies are
used in the manufacture of beds.

For greater head support, most people use a pillow, placed at the top of a mattress. Also
used is some form of covering blanket to provide warmth to the sleeper, often bed sheets, a
quilt, or a duvet. Also, some people prefer to dispense with the box spring and bed frame,
and replace it with a platform bed style. This is more common in Europe.

4.2.1 Types of Bed

1. An adjustable bed is a bed that can be adjusted to a number of different positions.
2. An air bed uses an air-inflated mattress, sometimes connected to an electric air pump
and having firmness controls.
3. A box-bed is a bed having the form of a large box with wooden roof, sides, and ends,
opening in front with two sliding panels or shutters; often used in cottages in Scotland:
sometimes also applied to a bed arranged so as to fold up into a box.
4. A daybed is a couch that is used as a seat by day and as a bed by night.
5. A futon is a traditional style of Japanese bed that is also available in a larger Western
style.
6. A Murphy bed or wallbed is a bed that can hinge into a wall or cabinet to save space.
7. A pallet is a thin, lightweight mattress.
8. A platform bed is a mattress resting on a solid, flat raised surface, either free-standing or
part of the structure of the room.
9. A roll-away bed (or cot) is a bed whose frame folds in half and rolls in order to be more
easily stored and moved.
10. A sofabed is a bed that is stored inside a sofa.

11. A vibrating bed is typically a coin-operated novelty found in a vintage motel. For a fee,
the mattress vibrates for a duration of time. This is supposed to counter body ache and
relax.
12. A waterbed is a bed / mattress combination where the mattress is filled with water.

4.2.2 Bed Sizes

Beds come in a wide array of shapes and sizes. Most countries have a standard set of four
sizes of mattresses. While the Double size appears to be a standard among English
speaking countries, based on the imperial measurement of 4 ft. 6 in. by 6 ft. 3 in., the sizes
for other bed types tend to vary. The European sizes differ; and their measurements are
based on the metric system.
4.2.3 Standard Sizes of Bed
Modern manufacturing conventions have resulted in a limited number of standard sizes of
commercial bedding for mattresses and box springs. They vary with the country of origin.
U.S. Sizes :
Operation
Twin Extra Long 38 80 in (0.99 2.03 m) this size is fairly popular in college
dormitories.
Three Quarter 48 75 in (1.22 1.90 m) often (47-48) X 72 in. This size is considered
obsolete by the major manufacturers.
Super Single 48 84 in (1.22 2.13 m)
Olympic Queen 66 80 in (1.68 2.03 m) a novelty size by Simmons.
California Queen 60 84 in (1.52 2.13 m)
Eastern King 76 x 80 in (1.93 x 2.03 m) An alternate name for a U.S. King.
California King 72 84 in (1.83 2.13 m) A common size on the West Coast of the United
States. Also called a Western King, West Coast King, or WC King.
Long King 72 x 104 in (1.83 m 2.64m)
U.K. Sizes :
Small Single 30 75 in (0.76 1.91 m)
Super Single 42 75 in (1.07 1.91 m)
Small Double 48 75 in (1.22 1.91 m) also called three quarter
Normal Double 54 x 75 in (1.37 x 1.91 m)
European Sizes :
Normal Size 80 cm bed or 80 x 200 cm bed.
Extra Small Single (30 79 in) 0.75 2 m
Small Single (31 79 in) 0.8 2 m
Large Single (39 79 in) 1 2 m

4.3 BED MAKING

Bed making is the technique of preparing different types of bed to make a guest
comfortable or his/her position suitable for a particular condition. Learning the proper
procedure for making a bed helps to Bed Making ensure the guests comfort and sense of
well-being. The bed is an important part of the guests hotel environment.
4.3.1 Procedure for Making a Bed
1. Remove soiled sheets and pillow cases and shake out individually. Check linens for
dentures, hearing aids, jewelry, glasses, face tissues, or anything else belonging to the guest
before stripping the bed.

2. Turn the mattress side-to-side on succeeding days followed by end-to-end turning.

Smooth out the mattress to air it out.

3. Shake out the mattress protector and relay it on the mattress. Change the protector that is
soiled or smelling.

4. Open out the fresh lower sheet evenly and puck it securely at the head, foot and the
sides.

5. Open out fresh top sheet and

distribute it evenly over the lower
bed sheet. Ensure that the laundry
creases are in the same line as the
inner sheet for even distribution.
The sheet hem should be evenly
pulled up to the headboard. Tuck
this sheet at the foot

6. Open out the blanket and place Operation it evenly on the top sheet using the crease as
described earlier for even distribution. Ensure that the blanket labels are at the foot. Pull the
blanket 4 inches from

the headboard.

7. Fold the top sheet, at the head of the bed over the blanket and fold the sheet and blanket
once again

8. The blanket and the top sheet are together tucked uniformly on both sides while the
comers at the foot of the bed are neatly mitered
.

9. Cover pillows with fresh pillow slips. Fluff the pillow and even out pillow slips to look
neat and tidy. Since pillow slips are larger than the pillow the excess slip should be neatly
folded downwards. The side of the pillow which has the fold should be away from guest
view.
.

10. Covercompleted bed with the bed spread / bed cover ensuring that it is right side up and
is falling evenly all around the bed. Keep extra bed spread toward the headboard to crease
in between the pillows so as to make the bed look appealing. The bed spread corners should
be aesthetically done.

Put spare blankets in the upper most shelf of the wardrobe in case required by the guest.
Blankets are folded in such a manner that the hotel logo appears on the top.

1. What is a bed?
2. Fill in the banks
i) .. bed can be adjusted to a number of different positions.
ii) .. bed uses an air-inflated mattress.
iii) A . bed is typically a coin-operated novelty found in a vintage motel.
3. Name some beds that are in use today.
KEY WORDS
Resilient Having the quality of springing back to a former position.
Latex
It is a colloidal suspension of very small polymer particles in water and is used
to make rubber.
Mattress
A usually rectangular pad of heavy cloth filled with soft material or an
arrangement of coiled springs, used as or on a bed.
Crease
A line made by pressing, folding, or wrinkling.
Wardrobe A tall cabinet, closet, or small room built to hold clothes.

LESSON 5
LINEN AND UNIFORM ROOMS

CONTENTS
5.0 Aims and Objectives
5.1 Introduction
5.2 Linen Room
5.2.1 Activities of Linen Room
5.2.2 Hours of Operation
5.2.3 Location of Linen Room
5.2.4 Linen Room Requirements
5.2.5 Planning the Layout of Linen Room
5.3 Selection Criteria for Linen Items
5.3.1 Bed Lenin
5.3.2 Soft Furnishing
5.3.3 Bath Linen
5.3.4 Napery
5.4 Purchase of Linen
5.4.1 Rules for Linen Purchase
5.5 Linen Cycle
5.6 Control of Linen
5.6.1 Stock Taking
5.7 Linen Hire
5.8 Uniform
5.8.1 Types of Uniforms Used

5.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to
demonstrate appropriate skills, and show an understanding of the
following:
Linen room, activities of linen room, hours of operation,
Selection criteria for linen room,
Purchase of linen, linen cycle, control of linen, linen hire
Uniform and types of uniform used.

5.1 INTRODUCTION
Linen, in a technical sense, is the stem fibre extracted from the cultivated plant called flax,
which is spun into yarn and woven into fabric. However, in a commercial sense, the present
day usage of the term linen includes all fabrics that are used in the hospitality
Accommodation industry. W ell laid out and stocked up linen room satisfies the needs
Operation of the guests with comfortable and pleasing room furnishing.
In this lesson, we will be looking into various aspects of the linen room layout, inventory
maintenance and its functioning. Supply of various linen items to the guest rooms, their
retrieval after use, their laundering and their recycling will be presented in detail.
Detailed information relating to selection criteria for linen, various linen items that go into
bed spreads, blankets, pillow cases, upholstery, curtains, bath room accessories including
towels of various kinds and sizes will be presented, covering their purchase, stock-up,
supply and cleaning.
In this regard, involvement of the linen room in the operational logistics relating to the
management decision whether to invest to buy linen material or to rent it from outside
hiring agencies and the relative merits of these two systems have also been discussed.
Another responsibility of the linen room will be selection, procurement, stock-up,
distribution and laundering of uniforms of appropriate sizes and styles befitting the
employees of the establishment, details of operating procedures for uniforms are also
discussed in this lesson.

Activities of the Linen Room

5.2 LINEN ROOM

The linen room is the centre stage for the supporting role that the housekeeping department
plays in the hotel. Most linen rooms are centralized and act as a storage point and
distribution centre for clean linen.
5.2.1 Activities of the Linen Room
The following are the activities of the linen room:
1. Collection and Transportation It is an essential activity when laundry services are on
outside contract and is facilitated through chutes, canvas bags, trolleys, collapsible wire
carts, skips etc. Guest laundry are also collected and appropriately marked for sending offpremises for cleaning.
2. Sorting and Counting Sorting is carried out primarily to make counting easy as well
as for streamlining laundry procedures and to tally the exchange of linen between the linen
room and the laundry.
3. Packaging Linen is packed in canvas bags to prevent damage on transit to the linen
articles. Those articles that need mending and those, which are heavily stained, may be
segregated and put into separate canvas bags.
4. Despatch The time for off-premises laundry despatch is usually anytime between 13:00
hrs and 16:00 hrs so that servicing of rooms is over by then and guest laundry will have
been collected.
5. Deliveries Clean linen is delivered back in the morning hours and evening deliveries
are usually for guest laundry.
6. Checking and Inspection Checking the quantity to ensure that the amount of
laundered linen tallies with the amount of soiled linen articles sent and as well as inspection
of the quality of wash.
7. Storage The amount of space to be allocated for storage depends on the size and type
of operation and the quantum of linen supplies. When designing the storage space for linen
it is necessary to consider the type of shelves required, the method of storage as well as
hygiene and safety factors.
8. Repairs and Alteration Damaged items are mended by stitching or darning. Alteration
of uniforms for correct fit is usual. Condemned linen is converted into useful items called
cut-downs / makeovers.
9. Distribution to Various Departments This is generally done on a clean-for-dirty
basis. Some hotels use other systems of exchange such as topping up or a fixed issue
based on expected occupancy. In some hotels specific timings are fixed for issue of linen.
10. Stock-taking and Records Many records are entered on a day-to-day basis for the
exchange of linen between the linen room, laundry and floors / departments. Purchase
records are essential and records of condemned linen and makeovers are usually
maintained. Periodical stocktaking is carried out and the annual stocktaking is recorded in
the stock register, thereby providing the value of linen as an asset. Stock records also help
generate purchase orders for replacement of lost or condemned articles.

11. Security It is important that the access to the linen room is restricted so as to prevent
misuse and pilferage and to guard against fire breakouts. Linen room is strictly a nonsmoking area.
5.2.2 Hours of Operation
This varies from one organization to another but is usually from 7 a.m. to 7 p.m. or at least
for 10 hours in the day. In the event of an urgent requirement of linen during the night, the
Duty Manager or the Night Houseperson may supply the items from an emergency store or
from the main Linen Room and leave a note with details of what has been removed.
5.2.3 Location of the Linen Room
The linen room is generally located:
adjacent to the laundry if on-premises, usually with an interconnecting door
between the rooms,
near the service entrance if the laundry is off-premises,
near the service elevator for easy transportation to various units,
away from the food production area to avoid a fire hazard as well as prevent linen
from absorbing food odours, smoke, soot and dampness.
5.2.4 Linen Room Requirements
The following are the requirements of the linen room:
storage shelves both open and closed
hanging space
reserve Stock storage
drop counter for exchange of linen (stable-type door) trollies for transport of clean
linen
soiled linen hampers
Linenkeepers desk and storage space for records
telephone and computer
stepladder
washbasin
storage for materials required to clean the room
sink and drying rack (optional)
iron and ironing board
area for accumulation of soiled linen
area for receiving laundered linen
area for sorting and counting of linen
sewing section
work tables (with table tops in contrast to white)
traffic lane to laundry
traffic lane to uniform room

5.2.5 Planning the Layout of Linen Room

Like the planning of any other operational area, the following must be considered:
1. Architectural features
2. Hygiene and safety aspects
3. Activity areas.
5.3 SELETION CRITERIA FOR LINEN ITEMS
Each individual piece of linen requires special consideration in terms of quality, type and
size, besides cost.
5.3.1 Bed Linen
i) Bedsheets
Should have a good finish, usually with a slight lustre, and be made from a non-crease
fabric so as to retain its appearance. For comfort, the texture should be soft and smooth,
absorbent and free from static. They should be easily laundrable and the fabric should not
fade in colour under repeated washes.
Superior quality bedsheets made from linen are expensive and not easily available. More
frequently used are combinations of natural and man-made fibres like polyester cotton or
terry-cot. The introduction of a man-made fibre increases durability and makes laundering
easier and 65% of cotton and 35% man-made combinations are the best. Blended no-iron
sheets must be folded while still warm from the tumbler to eliminate creasing. The crinkle
sheet or night sheet is made from cotton seersucker. Fitted sheets are unpopular as they
have more disadvantages than advantages. A sheet should be large enough to be tucked in
securely all around the mattress
ii) Pillowcases
These are generally made from the same fabric as that of the bed linen. The housewife
tuck-in type is now rapidly being replaced by the longer bag-type which is folded in at the
open end.
iii) Blankets
These need to adhere to the body in order to provide warmth. In order to be comfortable,
they should be soft, smooth and resilient and not too heavy or expensive. To cut costs,
improve launderability and prevent attack by insects, wool is often blended with a synthetic
fibre (acrylic) and the percentage of woollen fibre is mentioned on the label. A less
durable alternative is made from nylon fibres. This is suitable for those who are allergic to
wool. Electric blankets are uncommon in Indian and are difficult to maintain and anchor to
prevent pilferage.

5.3.2 Soft Furnishing

i) Duvets
Duvets have become increasingly popular in hotels and are fast replacing the blanket,
especially on double beds. They consist of a filling sandwiched or stitched in a fabric case
with a changeable cover.
The fillers may be duck / goose down, a feather mix or a combination of the two. The down
feathers are the small, fluffy feathers from beneath the wings and the breast of the fowl.
Goose down is superior and lightweight because of the hollow quills. The well-known
Eider goose and Siberian goose down are the best. Although they are warmer, professional
cleaning is necessary and they are heavier and more expensive than their synthetic
counterparts. The synthetic filling is usually of polyester fibres. These duvets are lighter
and can be washed in large-capacity washing machines. Casings can be cotton cambric or
synthetic fabric but must have a close weave to keep the filling in place.
It is essential for the duvet to have an outside cover. To save laundry costs and labour, it is
advisable to provide a covering sheer in conjunction with the duvet cover.

ii) Bedspread / Bedcover / Counterpane

These are purchased with due consideration for appearance, durability and size. The colour
and print should match the dcor, and soil should not show easily. The fabric should drape
well and not crease easily. Readymade bedcovers lack individuality so they are usually
stitched and a number of styles are possible. Bedcovers should be interchangeable
wherever possible. The amount of fabric required to stitch a single bedspread is approx. 8
metres.

iii) Curtains / Draperies

These are also purchased considering appearance, durability and size. Sheer curtains / net
curtains / glass curtains combined with heavy draperies are usual in a guest room. This
combination allows light to pass through and facilitates privacy as well. Sheer curtains are
generally made from synthetic / blended net or lace or from plain nylon or terylene. It is
advisable to use a fire-resistant finish or fabric for these curtains. A heavy fabric is usual for
public areas and a lighter one in the guest rooms.

iv) Cushion Covers and Upholstery

Like the rest of the soft furnishings, these must also match the dcor. It is also important
that they are resistant to dirt, accumulation of dust and sagging. The fabric should be nonslip without being rough and free from static so that it does not cling to customers clothes.
It also should not lose lint or colour easily.
Cushion covers should be laundrable and non-crease. Upholstery fabrics should not stretch
after they have been fitted. In both cases the fabric should be firm with a close weave. This
however is more applicable in the case of upholstery and in most cases the fabric has a jute
backing.
5.3.3 Bath Linen
Requires to be gentle on the skin, with a high degree of absorbency and lint-free. Linen or
cotton are the fibres from which the towels are made. Bath towels are invariably made from
Turkish towelling using a pile weave known as the Terry weave.
The loops of the towels should be at least 1/8 high for good absorbency. When selecting
Turkish towels hold them against the light to find out how close the basic weave is.
Coloured and patterned towels may be selected for public areas like the swimming pool,
health club or beauty parlour, largely for identification. White towels are preferred to
coloured ones, especially for the bath rooms.

5.3.4 Napery
i) Table Linen
The fabric selection is largely dependent on its laundrability. Stain removal should be
possible and it must have the ability to retain colour and shape. As far as appearance is
concerned, it should match the dcor and have a lustre for a good finish. Linen is better
than cotton but very expensive.
Starched cotton casement is commonly used. Tablecloths should hang 9 over the edge of
the table. Sizes vary according to the size of the table.

ii) Moultans
Where the dining tables, do not have a baize top attached, baize cloth such as multans may
be used.
iii) Banquet Frills (Jupon)
These are coloured and lustrous, usually made from satin or rayon which may be plain or
patterned. The pleats may be stitched or pleating may be done when draping the table.
Varied styles may be used when draping which will affect the length of fabric required.The
width of the fabric must correspond with the height of the table.
5.4 PURCHASE OF LINEN
There are three major factors to be considered when purchasing linen:
1. Quantity The quantity of linen purchased is largely dependent on the following
factors:
Size of the establishment
Standard of the organization (will determine frequency of change)
Turnover or occupancy
Laundering facility
Generally a hotel should have a minimum of three sets of linen. Linen Coverage is a
term used to refer to the total number of sets of linen maintained by the hotel and their
distribution. The number of sets of linen in the inventory is also referred to in terms of
par.
2. Quality The best quality linen must be selected within the available budget. To select
good quality linen, it is necessary to give due importance to:
Fibre selection and quality of yarn
Thread count - the total number of warps & wefts in 1sq. in. of gray goods
fabric. The total thread count should be above 150.
Finishes especially colour fastness reputed manufacturers.
It is advisable to obtain samples and launder them to observe the effects of
laundering before placing a purchase order.
3. Size Purchasing linen of the correct size is extremely important as wrong sizes can
affect appearance and even hamper operations, besides avoidable wastage and loss of
money.

5.4.1 Rules for Linen Purchase

i) Look for a firm smooth weave and strong selvedge.
ii) Check for the amount of dressing that falls out from
the fabric when rubbed together.
iii) Machining should be strong (10 to 15 stitches per inch).
iv) Obtain samples and test for laundering effects i.e. shrinkage, loss of shape, colour, etc.
v) Buy in bulk to avail of discount.
vi) Stagger supply to overcome / avoid storage problems.
vii) Large orders should be marked or monogrammed by the supplier.
viii) Select a supplier on the same level as your organization, preferably with a reliable
reference.
ix) Accurate specifications must be provided when placing orders, particularly with
reference to size.
x) Orders should be placed well in advance to give time so that the specifications may be
met with.
xi) A good rapport with the supplier is essential especially
with regard to credit facilities
xii) A Purchase Index Card must be maintained for every linen item in stock. Some hotels
use computers for convenience The purpose of a purchase index card is to:
Indicate purchases between current and previous stocktaking.
Provide a record of condemned articles.
Act as a ready reference for ordering, also indicating the level of reserve
stock.
Provide a means of judging the life span of linen article.

Purchase Index Card

5.5 LINEN CYCLE

5.6 CONTROL OF LINEN

Control of linen falls in three areas of activity:
1. Hygienic standard and appearance of linen.
2. Daily routine exchange of linen between floors and departments, linen room and
laundry.
3. Purchase records, inventories, stock-taking and stock-taking records.
Handling linen from purchase to use to laundering and storage before it is used again is a
difficult task requiring much expertise as well as close supervision. Each system has its
own merits and linen control must be balanced against saving time and wages/ money.
Primarily, purchase records must be correctly maintained as they form the basis of stock
taking. Daily records keep a track of linen on a day-to-day basis. It is also necessary to
maintain a record of condemned linen and any remakes from these discarded items to
provide a clear picture during stocktaking.
5.6.1 Stock Taking

Stock taking is counting what you have (actual or physical stock) and comparing it with
what you are supposed to have (book or recorded stock). It is an essential activity that must
be carried out at regular intervals. Any discrepancies should be accounted for and adjusted
in the records. It is an operational necessity in order to be able to predict future
requirements. Stocktaking acts as a control measure by highlighting discrepancies, thereby
prompting investigation. It also acts as a deterrent against pilferage. It also ensures rotation
of stocks as well as helps to generate purchase orders as replacements to cover shortages.
Procedure for Linen Stock Taking:
Departments concerned must be intimated at least one day in advance. All linen must be
counted on the same day or at least the similar type linen is counted at a time (Room Linen
is separated from F & B Linen), so as to prevent borrowing to make up deficiencies.
Aconvenient time is chosen when all linen movement can be halted without causing too
much of a problem to the operations.

Linen Stock Register

5.7 LINEN HIRE
Hiring linen is uncommon in India, but many hotels in other parts of the world do not
purchase linen, and prefer to hire laundered linen from a hiring company. Linen hire
companies supply clean linen to hotels on a rental basis on contract. The system has both
advantages and disadvantages.
Advantages:
Initial purchase investment is eliminated.
No laundering of linen is necessary.
Less storage space.
Less staff which means fewer salary cheques to pay.
No need to order linen, so linen purchase function is eliminated.
No repairing of linen by the hotel/ small tailoring department.
It is ideal for spasmodic trade such as seasonal hotels, by
avoiding capital expenditure and the need to store seldom/ sparingly used linen.
Linen hire charges may be no greater than the combined depreciation and laundering
costs.
Disadvantages:
No individuality.
Choice is limited the linen specifications, sizes and standards may be different from
those required by the hotel.
No cut-downs or makeovers possible.
Damages have to be paid for, usually at a higher rate.
The hotel is totally dependent on the hiring company.
There is no control over the quality of wash.

 Linen supply may be affected by bad weather or strikes causing a breakdown in

operations.
If low occupancy, there is a loss due to unused linen.
Excess / emergency requirement is charged at the current rate.
Guest laundry will have to be dealt with or co-ordinated with a commercial laundry.
5.8 UNIFORM
Providing uniforms for hotel staff is one way of ensuring proper grooming, thereby
reflecting the standard of the hotel and creating a good impression on the guest. Having an
uniform and enables the guest to identify staff and their position in the organization. To the
employee, it is a status symbol, creating a sense of belonging and thereby boosting
employee morale. Apart from the aesthetic appeal, uniforms are frequently designed to suit
the task that is carried out.
Uniforms may be of standard sizes or made-to-measure. Made-to-measure uniforms look
smart and are essential for senior staff. Standard sizes lower the total requirement of
uniforms but may be ill-fitting and do not look as smart. The number of sets of uniforms
provided is dependent on the nature of the tasks being performed and whether the
organization has an on or off-premises laundry. Uniforms are a large investment and the
cost does not end with purchase. Maintenance and replacement also have to be considered.
When designing an uniform, the functional, comfortable, practical as well as the aesthetic
aspect, durability and laundrability must be considered. The uniform must harmonize with
the dcor.
The usual system for exchange is clean-for-dirty and the timings. Some hotels have
specific days for different departments to facilitate streamlining laundry and uniform room
operations. When planning the layout of the Uniform Room, it must be borne in mind
that some uniforms will be kept on hangers while others will be folded. Consequently
thestorage space must include hanging space as well as shelves. The uniforms must be
segregated according to the department. The Uniform Room usually incorporates the
sewing section and in some organizations both these areas are sections in the Linen Room
due to their inter-related functions. It is advisable to have a trial room that may double upas
an emergency changing room if the need arises. For operational convenience, space must
be allocated for uniform attendants to be positioned at the exchange counter, where theycan
enter the necessary records. Adequate hampers into which soiled uniforms can
besegregated and deposited, as well as trolleys for hanging and folded uniforms are also an
operational necessity.
Uniforms play a very crucial role in establishing and reinforcing the image of a hotel or
restaurant. After all, other aspects of housekeeping are inanimate, material things. It is the
people who bring warmth and friendliness into these spaces and these people
are the employees of the hotel. Ill-conceived, and poorly co-ordinated uniforms worn by
hotel staff can create a jarring note in the Accommodation
entire image projected by the hotel. Operation

5.8.1 Types of Uniforms Used

Aprons For cooks and utility workers
Blouses For Housekeeping, Front office lady staff a Hostesses.
Belt For parking attendant, doorman and lady captain
Bell Bottoms For room attendant. Health club and lady staff
Bush Shirts For health club, laundry and pool area staff
Bows For managers - black
Dungarees For engineering technicians and housemen
Caps For parking attendants, drivers, utility workers and cooks
CoatsFor stewards, cooks, utility workers, captains, receptionists, gardeners and housemen
Gumboots For kitchen stewarding, laundry, horticulture and engineering staff.
Jackets For bell captains and restaurant captains
Rubber Slippers For the silver polisher
Kameez / Kurta For room attendants and health club masseuse
Ladies Shoes For room attendants
Long Coats For the cashier, laundry supervisor, house
doctor and kitchen stewards
Woollen Overcoat For security personnel
Pullover For security and horticulture personnel
Raincoat For doormen, parking attendants and security personnel
Scarf For cooks
Saree For hostess, housekeeping supervisors and
front office staff
Salwaars For room attendants
Shoes Leather For doormen and parking attendants
Loafers For markers, housemen, security guards,
kitchen personnel, engineering technicians
Trousers For cooks, utility workers, stewards, captains, receptionists lobby staff, maners
Turbans For the doorman
Turras For the doorman
Ties For managers and front-of-the-house personnel
Umbrellas For security personnel, parking attendants and doormen.

1. List out the activities of the linen room.

2. What are duvets?
3. What are the factors that need to be considered while purchasing linen?
4 What do you mean by stock taking?
KEY WORDS
Flax A widely cultivated plant, Linum usitatissimum, having pale blue flowers, seeds that
yield linseed oil, and slender stems from which a textile fiber is obtained.
Suffice To meet present needs or requirements; be sufficient
Elevator A platform or an enclosure raised and lowered in a vertical shaft to transport
people or freight
Percale A closely woven cotton fabric used for sheets and clothing
Duvets A quilt, usually with a washable cover, that may be used in place of a bedspread
and top sheet
Draperies Material that hangs in a window or other opening as a decoration, shade, or
screen

LESSON 6
LAUNDRY

CONTENTS
6.0 Aims and Objectives
6.1 Introduction
6.2 Laundry
6.2.1 Advantage of On-premises Laundry
6.2.2 Disadvantage of On-premises Laundry
6.3 Process of Laundering
6.3.1 Collection and Transportation
6.3.2 Arrival
6.3.3 Sorting
6.3.4 Weighing
6.3.5 Loading
6.3.6 Washing
6.3.7 Unloading
6.3.8 Finishing
6.3.9 Folding
6.3.10 Airing
6.3.11 Storage
6.3.12 Distribution
6.4 Washing Machine
6.4.1 Wash Cycle
6.5 Other Machines
6.5.1 Tunnel Washers
6.5.2 Tumble Dryer
6.5.3 Finishing Equipments
6.5.4 Puffer or Suzie
6.5.5 Tunnel Dryer
6.5.6 Cabinet Dryer or Drying Room
6.6 Location and Planning of On-premises Laundry
6.7 Layout of Laundry
6.8 Laundry Agents
6.8.1. Detergents
6.8.2 Suspending Agent
6.8.3 Sequestering Agent
6.8.4 pH Scale for Laundry Agents
6.8.5 Other Laundering Agents - Alkali
6.9 Stain Removal
6.10 Dry Cleaning
6.11 Guest Laundry

6.12 Laundry Procedures for Different Fabrics

6.13 Laundry Procedures

6.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:

Laundry, process of laundering,

Washing machines,
Location and planning of on-premises laundry,
Layout of a laundry,
Laundry agents, stain removal, dry cleaning, guest laundry and laundry procedures.

6.1 INTRODUCTION
Although God has created and delivers human race naked, he concurrently has also created
natural fibers to spin and weave into fabric to finish and wear it. Human race is the only
species with sixth sense or superior intelligence to feel the sense of shame to be naked in
public and strive to hide it with appropriate clothing. Thus, cleaning every bit of soiled /
dirty clothing becomes an absolute necessity by laundering, be it home or others and hotel
industry is no exception.
Soiled / dirty cloths originating from various operations are cleaned through the facility
created in-house or out-sourced. In this lesson, various factors involving laundering is
outlined which include the steps from collection to processing, washing systems, machines
used in laundering including procedures relating to washing, wash cycle, use of detergents
and other agents, drying, pressing and finishing and the equipments necessary to do all
these.
Details are also provided in this lesson concerning the washing procedures to follow for
various types of fabric such as cotton, silk, wool and synthetics. The lesson also outlines
the details on location, planning and layout of in-house laundering establishment.
Additionally, the lesson also deals with guest laundry facilities and precautions to be taken
in doing it.

6.2 LAUNDRY
In any hotel establishment, a lot of dirty linen accumulates in the various units and
departments. It is essential to ensure a continuous supply of linen, which is well laundered,
so that operations can be carried out smoothly and efficiently. Linen is an expensive item,
so how it will be laundered requires serious consideration. People involved in handling
linen should have some knowledge of the process. Moreover, the Housekeeper and
Linenkeeper should have a good rapport with the Laundry Manager.

Process of Laundering

Although it is essential that good quality linen be purchased, the life of the linen depends
on the care of linen in use and the treatment it Laundry gets at the laundry.
The principles of laundering is:
1. Removal of dirt and stains from the linen articles
2. Restoring linen articles to their original appearance as far as possible.
A good laundry facility ensures the following:

careful handling of linen articles while laundering

correct processing and use of a suitable laundry agent
while materials are kept white, excessive bleach is not used
proper counting and records maintained to avoid shortages of linen
speedy operations to meet with operational requirements
sound policies regarding damages or loss.

A commercial or off-premises laundry refers to laundering activities performed outside the

establishment i.e. given on a contract basis to specialists in the field. In a rare circumstance,
the laundry is contracted and on-premises. An on-site or on-premises laundry, however,
refers to laundering activities carried on within the establishment by staff employed by the
hotel.

6.2.1 Advantages of On-premises Laundry

Time taken for laundering is reduced because transportation is eliminated

Linen is readily available especially in the case of emergency requirements
Control over the wash process and the laundry agents used making the wear
and tear on linen comparatively much lesser.
Pilferage is reduced
The par stock required is reduced
Revenue is earned from guest laundry.

6.2.2 Dis-advantages of On-premises Laundry

Cost of equipment and its maintenance is fairly high

Related expenses like printing of forms, employee taxes, water
taxes, energy costs and insurance are high
More staff who are technically qualified and adequate space is
required
Must be justified by an adequate amount of linen.

6.3 PROCESS OF LAUNDERING

The following flowchart shows the process of laundering in a chronological order:

Details of various processes in laundering is furished below:

6.3.1 Collection & Transportation
Collection of linen may be done in the Linen Room, if the laundry is off-site but is usually
in the laundry itself, if the laundry is on-premises. Certain linen items are collected
separately such as kitchen uniforms or dusters are from butchery aprons and dusters,
surgical ward in a hospital. The linen is usually packaged in canvas bags lined with
polyvinyl or elasticized net bags called skips for transportation.
Trolleys and collapsible wire cart can be used to transport soiled as well as clean linen. If
laundery planned at the construction stage, an in-built chute is used for transporting linen
from the floor pantries.
6.3.2 Arrival
On arrival, linen must be dealt with as quickly as possible to ensure fast turn around time
for linen. There must be a separate section for guest laundry.
Marking:
Marking may be temporary (guest laundry) or permanent (monogramming of hotel linen).
For guest laundery initials of the guest as well as the room number helps provides a clear
identification and helps correct billing.
6.3.3 Sorting
Sorting is carried out according to the type of fabric and item, colour and type of soil.
Sorting is done to separate those articles that need dry cleaning from those that will go
through the normal wash process. Those that need mending or stain removal must be
separated so that they can be dealt with accordingly. Also, different articles take a different
wash process in terms of temperature of water, type of laundering agent, length of wash
cycle, whether hydro- extraction should be done and if so, the length of the hydroextraction cycle. In hospitals, the infection risk necessitates the need for using gloves when
sorting out linen.
It takes less effort to pre-sort soiled linen than to post-sort washed linen which is 50%
heavier in weight due to water retention. Post-sorting is often essential in healthcare
processes.

6.3.4 Weighing
Weighing is carried out to conform to the capacity of the washing machine and to avoid
overloading. Repeated overloading can cause the machine to breakdown. Underloading
will lead to wastage of detergents and water, both cold and hot.
6.3.5 Loading
Loading is often done manually or with a certain degree of full or partial automation.
Machines may be top loading, front loading or side loading.
6.3.6 Washing
This process is designed to perform three basic functions:
o
o
o
o

removal of soil / dirt

suspension of soil
discharge of the soil from the machine to the drain
In the wash process, the following factors must be considered:

i) Setting Length of Wash Cycle

If the cycle is too short, the linen will not be cleaned properly and sufficiently. If the cycle
is too long, there will be unnecessary wear and tear and the clothes may actually become
dirtier as a result of redeposition of soil.
ii) Temperature of Water
For hot water washing, if the temperature of water is too high, it is likely to damage the
linen. If the temperature is inadequate, the chemicals will not work effectively.
iii) Water Level
Incorrect dip levels can alter the concentration of the laundry agents rendering them
ineffective. In case of a gentle action, the water level is usually higher forming a protective
envelope to the delicate linen.
iv) Type and Amount of Detergent and the Time of Dispensing
This is also a crucial factor that affects the quality of wash deciding which laundry agent
should be used is dependent on the nature of the fabric being washed. Too little detergent
will result in an incomplete cleaning process. And too much may remain as a residue on the
cloth after the rinse cycle is complete. It is important that the laundry agent is introduced
into the wash cycle at the appropriate time for best results.

v) Mechanical Agitation
This refers to the centrifugal action brought about by the movement of the drum that causes
friction between the linen articles and is radically affected by overloading or underloading
as it affects the speed of the drum. Modern machinery often operates on sensors, which
are capable of gauging and maintaining optimum conditions for a specific load.
vi) Rinsing
Once the wash cycle is completed, rinsing is carried out at least twice. The purpose of this
stage is to:
o remove residue of laundry agents,
o remove suspended dirt,
o lower the temperature of the wash load by the use of using cold water.

A running rinse with an open drain is more effective but a larger volume of water is
utilized.
vii) Hydro-Extraction
Is the removal of excess moisture through centrifugal action and is equivalent to wringing
in hand washing. Draining must precede hydro-extraction and hydro-extraction must
precede tumble drying. Some articles cannot be hydro-extracted so there is a pumping
action to draw out the water from the linen load. Too short an extraction time will increase
the drying time and may hinder the proper operation of finishing equipment. The compact
mass of hydro-extracted clothes is referred to as cheese.
6.3.7 Unloading
Transferring washed linen from the Hydro-extractor to the Tumble Dryer is normally done
manually. It may be done by an automated system where the cheese is unloaded onto a
conveyor belt that will transport the linen to the next set of operations.

Tumble Drying:
This process is capable of rendering the linen completely dry by blowing hot air ranging
between 40 C and 60 C onto the articles. For articles that are susceptible to damage by
heat, there is the option of simply air drying by circulating air at room temperature.
6.3.8 Finishing
For those articles that require a pressed finish, ironing and pressing are usual. Articles like
blankets, towels, candlewick bedspreads, hosiery, etc. that do not require a pressed finish
are only tumble-dried.
6.3.9 Folding
Can be done by machine but in most cases is carried out completely manually. Employees
in this area are the one ones who reject stained or damaged linen. Correct folding is
important to the appearance of the article and makes it convenient to store and use.
6.3.10 Airing
This is essential prior to storage, especially if the articles are to be stored in closed shelves.
It ensures that any moisture that is likely to cause mildew will be got rid of.
6.3.11 Storage
Should be properly done in a well-designed storage space. Linen should be allowed a rest
period to recuperate before it is used again. As a general rule, at any given time,
approximately 50% of the total linen inventory should be on the shelves, 25% in use and
25% in processing. The storage area must be isolated from the soiled linen and kept clean.

6.3.12 Distribution
The linen is issued to the unit / department for use and is usually done by linen trolleys

6.4 WASHING MACHINE

A washing machine, or washer, is a machine designed to
clean laundry, such as clothing, towels and sheets. The term is mostly applied only to
machines that use water as the primary cleaning solution, as opposed to dry cleaning
(which uses alternative cleaning fluids, and is generally performed by specialist businesses)
or even ultrasonic cleaners.

Commercial Washing Machine

All washing machines work by using mechanical energy, thermal energy, and chemical
action. Mechanical energy is imparted to the clothes load by the rotation of the agitator in
top loaders, or by the tumbling action of the drum in front loaders. Thermal energy is
supplied by the temperature of the wash bath.
6.4.1 Wash Cycle
A complete wash cycle is composed of various stages and the time taken is approx. 40 to
50 minutes. It has been proven that quick wash cycles using large volume of water broken
down into the following sequence is most effective. Flush Suds Bleach Rinse Sour
& Soft Extract
Additional Stages in the Wash Cycle:
These are essential where there is a specific type of soiled or the articles are heavily
soiled:

Laundry Soak Break Carryover Suds (Intermediate Rinse)

Intermediate Extract Starch (Sizing)
6.5 OTHER MACHINES

6.5.1 Tunnel Washers

These are also called batch washers or continuous washers and are in effect a series of
inter-connected washers. Each bath is in a different cylinder and the load moves from one
cylinder to the next. Computerized systems automatically adjust the time, temperature and
chemicals to be used, so that each batch receives the required treatment. Machines may be
top transfer or bottom transfer. Tunnel washers have distinct advantages in that they are
timesaving, thereby reducing staff requirement. There are also significant energy and water
savings. Tunnel washers can also be hooked up to an extractor and subsequently with
conveyors to the dryer.

Tunnel Washer

6.5.2 Tumble Dryer

Dryers are machines that dry laundry by tumbling it slowly in a perforated drum exposed
to hot air ranging from 40C to 60C in low capacity dryers and going right upto 85C in an
industrial dryer. There are programmes for delicate articles with low or no heat. Dryers
may operate on gas, electricity or steam. For speedy drying
and less wrinkling the volume of the dryer should be 25% more than the washer-extractor.
Most dryers have a microprocessor computer control system.
Although suitable drying times are usually recommended for specific fabrics, some dryers
have sensors hooked onto their microprocessors so that they can gauge the moisture in the
load and cut the dryer off automatically the moment the laundry is dry. A lint screen traps
the lint particles and must be cleaned regularly. The Accommodation length of the drying
cycle is dependent on the absorbency of the Operation fabric and the residual moisture.
Modern dryers are equipped with high tech features such as signal lights, self-cleaning lint
screens, reverse cylinder drums as well as energy-saving devices like extra insulation and
heat reclaimers.

Tumble Dryer

6.5.3 Finishing Equipments

For those articles that require a pressed finish there are many finishing equipment. Some
of the more frequently used equipment are listed below:
Flatwork Ironer / Roller Iron / Calender:
Is used for flatwork i.e. items like sheets, pillowcases, tablecloths, serviettes, aprons,
sarees, etc. The items are passed through heated rollers for ironing.

Roller Iron

Press
Press is used for fine pressing of Flat Linen like Table covers, Pillow covers, Napkins,
Kitchen linen, Staff uniforms. They are special presses to perform specific functions and
operation can be on electricity or steam.

Press

6.5.4 Puffer or Suzie

For coats and articles that do not crease heavily. The articles are put onto a dummy that is
inflated with steam to remove creases and then with hot air to remove the moisture created
by the steam.
6.5.5 Tunnel Dryer
Clothes are hung on conveyor belts that pass through a tunnel. Hot air blowing in the
tunnel, renders the articles completely dry by the time they exit. It is a fully automated
process that also transfers the linen to the next area of activity.

6.5.6 Cabinet Dryer or Drying Room

Is a chamber where low-crease garments are suspended on hangers and steam or hot air is
circulated through the cabinet.
6.6 LOCATION AND PLANNING OF ON-PREMISES LAUNDRY
When planning an on-premises laundry it must be located far from guestrooms so that
guests are not disturbed. It is essential laundry to locate near the linen room for
convenience and reducing transportation time. Ideally, the laundry is located in the
basement with proper ventilation because laundry equipment is very heavy and the area
should have an outside wall since equipment need to be vented to the outside. With few
exceptions, walls of the room should be durable and moisture resistant; ceilings should be
at least ten feet high, must resist moisture and absorb sound. A cement floor with easily
cleanable floor drains and no spots where water can pool is vital. The basic design factors
that need to be thought out when Accommodation designing or redesigning an on-premises
laundry include location, Operation size, equipment layout, utilities and labour. The
versatility of equipment is important, especially in a washer extractor. It should be able to
dispense a variety of chemical formulas and have different cycles to deal with different
laundry items and soiling conditions.
Machines may work on gas, electricity or steam and should be connected to a common
master switch that can be switched off in case of emergencies. Fire-fighting equipment
must be installed in this area.
6.7 LAYOUT OF A LAUNDRY
When planning the layout of a laundry, consider the work flow and wherever possible
ensure that the plan does not hinder the smooth flow of operations. To reduce turnaround
time between loads, ease of loading and unloading, equipments must be arranged properly,
taking into account ease of each operation.
When positioning laundry equipment, the following must be considered:
o entrances and exits
o support columns and beams
o space between adjacent machines and adequate space between the back of
the machine and the wall which is essential to facilitate servicing and repair.
o power points for electrical supply and the required voltage (gas and steam
may also be used)
o water supply at the rate of about 10 gallons per Kg of linen approx.
o preventing the occurrence of water hammer from hot water supply water
heating is through solar energy.
o water softening
o to removal of iron, manganese and sulphur to eliminate staining and
enhance action of the detergents
o installation of proper drainage system
o installation of drain to control discharge rate

o
o
o
o
o

a separate section to deal with guest laundry / valet service.

local code for restrictions / permit requirements.
energy and water conservation and safety factors consideration
selection of equipment to suit the premises and projections.
area must accommodate the total number of staff working at the busiest
times

As technology strives to automate every face of hotel operations, computerized laundry

systems are getting popular.

6.8 LAUNDRY AGENTS

Water by itself is ineffective as a cleaning agent, due to a phenomenon known as surface

tension. It although removes water-soluble dirt, it has little effect on oils and grease.
Addition of a detergent allows the water to penetrate, wetting the garment thoroughly so
that soil is more accessible and its easy removal.
6.8.1. Detergents
Classification of detergents:
Synthetic / active detergent
Built-soap detergent
Enzyme-action detergent.

6.8.2 Suspending Agent

The role of the suspending agent in cleaning is to hold the dirt in suspension and prevent it
from redepositing onto the surface of the clothing. The suspending agent is carboxyl
methyl cellulose.
6.8.3 Sequestering Agent
These act along with the suspending agents to hold dirt in suspension. They assist by
holding a greater amount of dirt in suspension thereby reducing the likelihood of
redeposition. They also have the additional ability to dissolve lime salts that are
responsible for temporary hardness in water. Sodium polyphosphates are used as
sequestering agents.
6.8.4 pH Scale for Laundry Agents

This is a scale used to determine the pH of sud in the washing so that it may be possible to
adjust the pH of the sud with the use of chemicals to maximize cleaning efficiency.

pH Scale
6.8.5 Other Laundering Agents - Alkali
Alkalis used in the wash process include: Washing soda, Sodium phosphate, Sodium
hydroxide, Sodium metasilicate etc. The role of the alkali in the wash process:
Bleaches : These are used on white articles only. They remove colouring matter by their
oxidizing or reducing action. If not in liquid form, they should be dissolved in hot water
and added. The bleaches commonly used in the laundry process are sodium perborate and
sodium hypochlorite.
Antichlors : These are agents used to neutralize the residual chlorine in the bleach,
particularly in the case of polyesters. The use of chlorinated bleaches has a tendency to
leave yellow deposits on the clothing.
Sour : This is used only in industrial laundering in the final rinse, to neutralize any
alkaline soap residues that may be present. It brings the pH to the acidic range between 5
and 6.5, which is agreeable to the human skin and also gets rid of yellow or brown hue
caused by alkali residue. Acetic acid is used as the sour. In case where there is a high iron
content in the water, Oxalic acid is used to get rid of the reddish, iron deposits. If starch is
being used, sour should be added only two minutes before the starch to achieve a pH of 5.0
to 5.5. If a sizing agent is being used, the ideal pH is 7.0 to 8.0, so sour is generally not
used.
Optical Brightener / Whitener : This is an optical brightener / whitener, which is in fact a
very fine blue coloured liquid dye, which gets bleached in the course of time. It has a
fluorescent effect by reflecting the UV rays of the sun. The laundry blue in a powder form
is undesirable since it tends to accumulate in the weave of the fabric and causes it to turn
grey.
Starch : This is a stiffening agent used to impart a better crease and appearance to the
fabric. The use of starch has declined due to the minimum-iron finishes on fabrics and
garments and the reduced use of cotton in favour of man-made fibres. However there are

some articles that have a better feel and drape when starched and it is particularly essential
for napkin folds. Since polyesters do not have the ability to absorb starch they are stiffened
with sizing agents.

Fabric Conditioner and their Role in Laundering:

A fabric conditioner or softener has surface active agents like a detergent but they do not
perform the function of cleaning. Fabric conditioners are based on cationic surface-active
agents, carrying a positive charge and creates anti-static properties. A fabric conditioner is
never used on loads where starch or sizing will be used.

6.9 STAIN REMOVAL

A stain is defined as a discolouration brought about by contact with a foreign substance
which is difficult to remove. Like first-aid in an accident, the treatment of stains requires
immediate action which includes blotting, grease absorbent, salt absorbent and often a cold
water rinse.
A set of general rules given below for stain removal may serve as a guideline.

Methods of Stain Removal

Identify the stain

. Deal with the stain as quickly as possible. Remove excess staining material immediately.
Test the stain removal agent on an inconspicuous place.
Avoid hot water on an unknown stain.
Use simple methods before resorting to the use of chemicals.
Use milder agents first and then stronger ones.
Repeated mild applications are better than one strong one.
Ensure that the stain removal agent has been neutralized or washed away.
There are two major factors which are responsible for ensuring correct stain removal. One
is the stain removal agent and the other is the method of stain removal. It is important to
select the right stain removal agent which are friendly.

6.10 DRY CLEANING

This is a process by which textiles are cleaned using a solvent other than water. This
solvent is usually an organic liquid that acts first to remove the layer of grease which
bonds most grease particles to the surface and then to carry this dirt away. The solvents
commonly used are:
Per-chloro-ethylene
Tri-chloro-tri-fluoro-ethane
The solvent after dry cleaning is removed first by centrifugal action followed by
evaporation. The solvent being expensive is filtered off and recycled. Darker coloured
articles are dry-cleaned after the lighter coloured ones. All articles require to be aired after
the dry-cleaning process. Where Per-chloro-ethylene is not suitable, a system called
Aquatex (from Iowa Techniques) is used. It involves the use of bio-degradable chemicals
and water and a controlled stage-by-stage drying temperature that restores the article to its
original condition.
As technology vendors strive to automate every face of operations, computerized laundry
systems have been in use since the mid-eighties. Some hotels are experimenting with
Windows-based laundry software and ozone washing. G.A. Braun has developed a cutting
edge, interactive PC video-conferencing product called Serview that enables qualified
technicians to provide customer Accommodation
and support service through contemporary two-way high speed Operation audio and
video conferencing.
Ozone is a powerful oxidizer and ozone washing is an energy efficient system that can cut
laundry costs by 50%. Ozone washing became popular in the US in the mid-eighties. It is
carried out by mass injecting ozone into the laundry system via the cold water lines. The
resulting ozonated water facilitates the breakdown of insoluble dirts leading to a whole
host of benefits. Ozone washing, the brainchild of Guest Care Inc., cuts detergent use by
60%. It reduces the need for hot water and can cut energy costs by 80%. Little hot water,
reduced chemicals and shorter wash cycles greatly extends the life of linen.

6.11 GUEST LAUNDRY

Among the many amenities provided by a hotel, one of them is laundry service for the
guest. It is an amenity which is essential in resort hotels where guests are long-staying and
prefer to travel light. Even if a full-fledged laundry service is not available, at least some
facility for ironing is required as clothes get crumpled in packing. It is a source of revenue
in hotels and may serve as a means of preventing the guests from washing clothes and
hanging them out to dry in hotel guest rooms.
Laundry service, including dry cleaning may be normal (ordinary) or urgent (express).
The time gap between the collection and delivery is dependent on whether the laundry is
on-premises or off-premises.

6.12 LAUNDRY PROCEDURES FOR DIFFERENT FABRICS

i) Laundering of Cotton
The process of laundering cotton fabrics is dependent on the texture of the fabrics,
fastness of colour and they are sorted into various categories, such as:
o
o
o
o

fine, delicate cotton (mulmul, muslin)

white and light fast colours
dark, fast colours
non-fast colours.

A further classification into coarse articles, bed linen and personal articles and table linen.
This sorting will help decide:
o the temperature of water in the main wash
o the need for disinfection / sterilization
o the detergent used
o the speed of rotation of the drum
o the length of the wash cycle
o the use of bleach and optical brighteners
o the need to starch
o suitability of hydro-extraction
ii) Laundering of Silk
Silk should be washed frequently as perspiration damages the fabric. Never soak articles
as it weakens the fabric nor should they be subjected to high heat (wash temperature
approx. 30 C). The detergent should have a good surfactant and should not depend
on mechanical action for cleaning. No harsh chemicals should be used. The final rinse of
silk articles should be carried out with a little vinegar in it. (1 tspn /10 litres water) in order
to preserve lustre. Silk is too delicate to be hydro-extracted. Silk should never be sundried
as this damages the fabric and causes yellowing. Ironing is on medium heat as silk scorches
easily. The article must be evenly dampened and water should never be sprinkled on the
fabric as it leaves watermarks. Ensure that the articles are completely dry so that creases
do not reappear on the portion which is damp. Ironing is carried out on the reverse in order
to preserve lustre and air all silk garments after ironing. Silk is usually dry-cleaned.

iii) Laundering of Wool

In the laundering of wool, the articles must be shaken out to remove the dust particles that
are held in the loosely constructed weave. Hand-knitted garments are very susceptible to
felting and stretching. Mark the outline of the article prior to washing and arrange it in its
original size and shape after laundering and dry flat. In the laundering of wool, the
following should be avoided:
o application of friction
o high and fluctuating temperatures
o use of strong laundry agents
o wringing tightly and hydro-extraction
o hanging the fabric when wet
o prolonged soaking as it makes the fabric weak
The capacity of the machine, may have to be disregarded due to the bulkiness of the
article. The movement of the drum should be gentle and a scrubbing brush should never be
used. The wash cycle should be short and water temperature (not more than 35 C). The
rinse cycle should be thorough and borax is added to the final rinse water to prevent
matting. No hydro-extraction is permitted but there is instead a pumping action for the
removal of moisture. Usually ironing is not required, but wherever necessary, iron when the
article is completely dry, using a low temperature and ironing on the reverse of the article.
It is very essential to air the fabric after ironing.
iv) Laundering of Synthetics
These are specially manufactured so that they shed dirt quickly in the wash. However if
they become heavily soiled, (especially collars and cuffs and saree borders) they become
difficult to clean, so it is better to wash them after every use. Soaking the Accommodation
garments before laundering is beneficial as it loosens the dirt. Care Operation must be
taken when loading the machine as overloading results in creases which may be difficult to
remove later. The application of friction should be avoided. Use of a scrubbing brush
should be restricted to heavily soiled parts only. The wash cycle is short and carried out at a
low temperature (30 C) Rinsing should be carried out in water at room temperature. The
hydro-extraction cycle is also short as synthetic articles have a low absorbency. Iron on low
heat but quickly since a prolonged contact is likely to scorch the fabric

6.13 LAUNDRY PROCEDURES

The following are the steps involved in laundry:
Step 1: Sort the dirty clothes, into separate piles for whites, bright colors and darks. If
whites are mixed with colors in the wash, the colors may bleed onto and ruin whites. Also
separate clothes that tend to produce lint (towels, sweatshirts, chenille and flannel) from
clothes that tend to attract lint (corduroy, velvets and permanent-press clothes).
Step 2: Close zippers to prevent snagging, and empty pockets.
Step 3: Pre-treat heavy stains with laundry detergent or stain remover, heeding instructions
on the product label.
Step 4: Measure out the right amount of laundry soap according to the manufacturer's
instructions.
Step 5: Pour the soap into your washer or its detergent dispenser. Add liquid fabric
softener, according to product instructions.
Step 6: Choose the water temperature for the wash cycle: hot, warm or cold; use cold
rinse cycle for any load. Consult the labels on clothes, washing machine's instruction
manual or the detergent container for recommendations on washing temperature.
Step 7: Start the washer, add and allow the detergent to dissolve in the water before
adding clothes. Adjust the water level to the size of load.
Step 8: If needed to add bleach, allow the machine to run for a few minutes to mix the
detergent and water, and then add about a cup of bleach to the washer or the bleach
dispenser.
Step 9: Add the clothes, close the lid and let the machine run. Washing takes
approximately 45 minutes.
Step 10: Put the clothes (and an anti-static sheet, if desired) in the dryer after the wash is
complete. Hang delicates (such as bras and certain sweaters) to air dry on a clothing rack or
hanger.
Step 11: Remove lint from the dryer's lint tray.
Step 12: Select the correct drying temperature for the laundry load:
low for delicates, medium for most fabrics and high for
cotton. When in doubt, low or medium is the safest bet.
Step 13: Close and turn on the dryer. Expect the drying cycle to
take an hour or more for a full load.
Step 14: Once the clothes are completely dry, remove them from
the dryer or drying rack and fold and store.

1.
2.
3.
4.
5.
6.
7.
8.

What are the principles of laundering?

What is the difference between off-premises and on-premises laundering?
What are the factors that need to be considered while washing?
How washing machines work?
List some of the most frequently used finishing equipments.
List few laundering agents.
Define stain.
What is dry cleaning?

KEY WORDS
Skips Elasticised net bags used in the collection of soiled / dirty linen for transport
Cheese Compact mass of hydro-extracted cloths
Suzie Used for articles like coats. The coat is put on to a dummy, passed steam to remove
wrinkles and then hot air circulated to remove moisture.
Cation Ions with positive electric charge
Stain A discolored or soiled spot or smudge
Soiled Covered or stained with or as if with dirt or other impurities
Bleach A chemical agent used for bleaching
Chute An inclined trough, passage, or channel through or down which things may pass
Candlewick A soft heavy cotton thread similar to that used to
make wicks for candles
Mildew A superficial coating or discoloration of organic materials, such as cloth, paper,
or leather, caused by fungi, especially under damp conditions.
Serviettes A table napkin
Apron A garment, usually fastened in the back, worn over all or part of the front of the
body to protect clothing
Enzyme Any of numerous proteins or conjugated proteins produced by living organisms
and functioning as biochemical catalysts
pH A measure of the acidity or alkalinity of a solution, numerically equal to 7 for neutral
solutions, increasing with increasing alkalinity and decreasing with increasing acidity. The
pH scale commonly in use ranges from 0 to 14

LESSON 7
PEST CONTROL

CONTENTS
7.0 Aims and Objectives
7.1 Introduction
7.2 Pest Control
7.3 Ants
7.3.1 Control of Ants
7.4 Cockroaches
7.4.1 Control of Cockroaches
7.5 Lizards
7.5.1 Control of Lizards
7.6 Flies
7.6.1 Control of Flies
7.6.2 Toxicants Used For Space Sprays
7.7 Bees
7.7.1 Control of Bees
7.8 Wasps
7.8.1 Control of Wasps
7.9 Spiders
7.9.1 Control of Spiders
7.10 Bed Bug
7.10.1 Control of Bed Bug
7.11 Mosquitoes
7.11.1 Control of Mosquitoes
7.12 Rats
7.12.1 Control of Rats
7.13 Silverfish
7.13.1 Control of Silverfish
7.14 Termites
7.14.1 Control of Termite
7.15 Bats
7.15.1 Control of Bats

7.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to
demonstrate appropriate skills, and show an understanding of the
following:
The various pests and
The controlling methods of pests. Accommodation Operation
7.1 INTRODUCTION
Pest is an organism which has characteristics that are regarded by human beings as
injurious or unwanted. It is so most often because pests cause serious damages and
substantial economic loss to the hotel properties and human health by carrying, spreading
and transmitting contageous and often fatal diseases.
No matter how clean one keeps ones surroundings, you cannot avoid the uninvited
guests the pests. It is not only embarrassing but also speaks badly of a hotel where one
sees rats, cockroaches, and lizards running around.
An animal such as rats and fleas can also be a dangerous pest when it carries germs within
human habitats and spreads it.
Pest Control is another major job of the Housekeeping Department.

7.2 PEST CONTROL

Insect pests enter buildings seeking food, shelter or surroundings having the right
temperature and humidity. The key to successful pest control is eliminating one or more of
these condusive factors. Sanitation is an important part of control. Successful pest control
should begin with good housekeeping. It is important to know something about the habits
of the pests in order to take proper preventative measures and to select and apply
appropriate pest control products correctly. Using the wrong control product or using the
right product but in the wrong manner may result in unsatisfactory control. Keep in mind
that different pests may be found in different parts of the building, in different seasons or in
different years.
Below a few common pests found in the hotels and methods of their control are described.

7.3 ANTS
The many different species of hotel-infesting ants range in size from the tiny 1/16-inch
Pharaoh's ant to the large 3/4-inch queen carpenter ant. Ants can be black, red, brown or

yellow in color, have a pinched waist and elbowed antennae and be either wingless or
winged. Most hotel-infesting ants are found in such areas as kitchens and bathrooms where
there is food and water.

Ants
7.3.1 Control of Ants
Sanitation is important method in preventing ant infestations. Clean up food and
beverage spills from floors and countertops immediately.
Baits may be the best method of control for some species of ants. Since ants are social
insects, ant workers carry bait back to the nest where it kills other colony members.
Baiting often results in longer lasting control than an insecticide applied to the workers.
Pavement ants ate little black ants can be effectively controlled with baits.
Plastic or metal bait stations ("ant traps") are easy to use and are desirable where pets or
children are present. Baits should be placed in areas where the most ants have been seen.
Don't place baits on sprayed surfaces or spray near bait stations.
Baits have not proven effective in controlling carpenter ants. Carpenter ants nest in
structural wood but do not actually eat wood. The key to control of carpenter ants is to
locate the nest and treat it.
Other nest spots may be inside hollow core doors and under insulation in an attic. They
are treated with an insecticide labeled for ant control.
7.4 COCKROACHES
Cockroaches are mainly tropical but certain species have become widely distributed
through commerce and are now cosmopolitan. They are nocturnal in habit and attack food,
paper, clothing, shoes, and dead insects. The German cockroach prefers a warm and moist
environment. Consequently, it has become a pest of
kitchens, larders and restaurants, where food, warmth and moisture present provide the
necessary ecological requirements.

Cockroaches

The Oriental Cockroach on the other hand prefers cooler Operation areas. These are
therefore found under coverings, in bathrooms, toilets, and sinks, where large numbers
congregate around sources of water. The American Cockroach infests all houses, storerooms, kitchens, cupboards, and libraries. The Brown Banded Cockroach, which can fly,
prefers locations high up in the rooms.
7.4.1 Control of Cockroaches
Inspection and treatment should go together whether a complaint has been received or
not. All the possible hiding places of cockroaches must be thoroughly investigated. These
places would probably be dark corners. Check calendars and pictures on the walls,
electrical appliances such as the refrigerators, wall clocks, ovens, food mixers, and coffee
blenders.
Other places that need attention and which we tend to overlook are: Rubber and gasket
lining in the refrigerator and other appliances; Splash plate in walls behind ovens and
stoves; Baseboard - forming a base around the room up to 8 above floor level; Linoleum
corners and around the walls; Carpets underneath; to be rolled up; Panels on the walls
to be injected wherever there are cracks; Fuse box, behind sinks, light fixtures etc.
Sprinkle Baygon bait in places where cockroaches congregate, rest or hide, such as dark
corners of closets, base of walls in basements, under sinks, around drain pipes, upon
shelves, etc. Baygon sprays are also effective against cockroaches.
7.5 LIZARDS
Lizards are typically dry land animals loving the sun and its heat. Usually they are very
small and slender creatures. A very interesting protective feature of these lizards is the
power to break off their tails automatically. This power of automatically breaking off parts
of the body is called autotomy. Broken parts usually regenerate
eventually.
Lizard control is usually carried out in the warmer periods of the year. Lizards are cold
blooded animals and hence in the cold season they tend to hibernate in the warm corners of
the house to restore their body temperature. During the warmer periods they come out and
can be seen crawling up and down the walls. They usually come out after dusk as they feed
on smaller insects that fly around the light sources. Lizards are also found in places infested
with cockroaches.
7.5.1 Control of Lizards
Lizards are found mostly behind picture frames, curtains, shelves and window frames.
They enter the hotel through the ventilators and windows. Hence the windows and
ventilators should be properly meshed.
As the lizards thrive on insects, the most effective way of controlling lizards is to control
the insects in the house.
Lizards are carnivorous and prey on other insects. Hence they cannot be controlled using
bait.

 Chemical control of lizards involves spraying of pesticides directly on the reptiles.

Chemicals such as dichlorophos, malathion etc. sprayed on the body kills the lizard
instantly.
Fumigation is carried out using Aluminum Phosphide or any other approved fumigant in
godowns, libraries or big halls.
7.6 FLIES
Flies are of small or moderate size; some species are even minute, measuring one
millimeter long. The majority of flies is diurnal and frequently fly around for nectar or
haunt decaying organic matter of diverse kinds.
The common housefly species is probably the most familiar and certainly the most widely
distributed of all insects. It has
accompanied man everywhere and has adapted itself to breeding in a variety of rejected
food and excrement of man and his domestic animals. It is a carrier of disease brought
about by its habit of flying and resting on human body, human food and animals.
Thedisease organisms of typhoid, dysentery, summer diarrhea, and probably
infantile paralysis are transferred from faecal matter to food by vomit drops in fly
excrement or by organisms adhering to the flys feet. The eggs of parasitic worms are also
transmitted in this way.

Flies
7.6.1 Control of Flies
Fly sprays and household sprays are synonymous since a spray that controls flies will also
control other insects. There are three kinds of sprays in the market.
1. Space Spray

Space sprays are applied as a mist into the air and must be in contact

with the insect at the time of spraying. They provide quick knockdown and fast results but
temporary control. In aerosol sprays, the insecticidal Accommodation ingredients are
dispersed by means of the Operation vapour pressure of liquefied inert gas rather than the
pressure of compressed air. The inert gas is usually chloro-fluorinol which is known to
react with the ozone layer in the atmosphere and destroying it. This gas is considered as the
prime cause of environmental disaster and latent catostrophy through thedestruction of
ozone layer.

2. Surface or
Surface or residual sprays may have a Residual Spray petroleum or
water base. They are applied on surfaces as a wet spray rather than a mist and they leave a
toxic layer of either fine crystals or film on evaporation of the carrier. Surface sprays
provide relatively slow knockdowns but long lasting control against non-resistant flies
anddo not have to come in contact with the insect at the time of spraying in order to be
effective. Residual sprays are applied to surfaces frequented by houseflies such as light
fixtures, window screens and walls. When a residual spray is used as a space spray, the
large amount of toxicant becomes hazardous to the user, as well as the resident guest and
may contaminate the food as well.
3. Combination
It is combination of space and surface spray. It could be effective due
to its instant knockdown and residual effect.
7.6.2 T oxicants Used for Space Sprays
1) Pyrethrum this is the most common ingredient in a fly spray. At recommended
dosage, it is the safest toxicant and has exceptionally fast knockdown effect. It has the
disadvantage of not killing all the insects knocked down. It is a natural plant product.
2) Allethrin this chemical is often referred to as synthetic pyrethrins. It has knockdowns
and mortality characteristics similar to natural pyrethrins when used against flying insects
in space sprays.
3) Residual sprays - DDT was considered to be very effective until 1950, but by then the
flies had become resistant to this toxicant. Today the most common toxicant used is
Malathion and Diazinon, but the housefly is becoming resistant to these toxicants too.
4) Baygon Bait: there are many fly killing insecticides in the market, however many
ofthem do not solve the real problem of doing their work that of bringing into contact the
fly and the insecticide. The ideal answer to this is the ready-to-use Baygon Bait. It first
attracts, and then kills the fly. The Baygon bait has the following advantages:
The dry granular form makes application very onvenient for even unskilled labour to
sprinkle. No material for dilution or equipment is needed.
The application can be limited to areas of heady infestation which are easily located.
This avoids waste of material and labour.
Baygon also controls flies which have developed resistance to the action of chlorinated
hydro-carbon and organo-phosphorous insecticides.
The 2% formulation of Baygon bait has a relatively low order of toxicity to human
beings, yet is powerful
enough to achieve extremely good results against flies in a few minutes of application. The
undisturbed bait remains effective for a very long time.

7.7 BEES
The honey bee is mans oldest insect friend known and it to this insect that we owe honey,
beeswax and proper fertilization of many of our crop plants for bumper yield. The honey
bee is a social insect living in colonies of 20,000 to 80,000.
As with man, the honey bee too has its periods of depression. On cloudy days when they
are unable to forage for nectar, they get frustrated and need to take out their frustration
on others. On these days we need to be cautious.

Bee
Most individuals who fear bees do so because of their potent sting. When the bee stings the
sting, poison sac, and several other parts of the bees anatomy are torn from the bees body
and the bee soon dies. The action of the sting takes place instantly. The sting has barbs on it
and if it is not immediately removed the reflex action of the muscle attached to the sting
drives it deeper into the sting hole permitting more time for the poison to be discharged.
The pain in the sting gets more acute as the toxin is discharged. The toxin is formic acid.
7.7.1 Control of Bees

If the bees nest in the voids of a hotel, they should be Accommodation controlled or they
will enter the living area. The removal of a Operation bee colony once it has entered an
attic or a wall void is extremely difficult and it is difficult to find a bee keeper to attempt it.
Hence most bee colonies in wall voids are treated
with insecticides.
A variety of insecticides are effective including bendiocard, carbaryl, diazinon, malathion
and porpoxur. The dust formulation of these products is preferable to spray formulations
when bee and wasp nests are in enclosed places.
Dust has the advantage of being widely distributed by the insects as they move around in
the nest.
Sprays kill only those insects which come in contact with the sprayed area. Usually

oneapplication is sufficient with activity ceasing in one or two days.

Nests should be treated at night to avoid getting stung. Once the bees are killed the walls
where they have been nesting should be opened and the comb removed. If not, the
untended honey will run down and through the walls and attract insects such as moths,
cockroaches, and carpet beetles.

7.8 WASPS
The wasp flies above lawns which are infested with beetle grubs, as these grubs are food
for the wasp. Wasps appear in the morning and fly all day, retiring early in the
evening.These wasps generally do not attack people. In order to control them the lawn can
be sprayed with carbaryl or the grubs controlled with chloropyrifos or diazinon.
Thesesocial wasps live in colonies which number in thousands. These beneficial insects
would not anger man except that they like to live in close proximity with us.
They nest in attics and voids in the walls where they can go unnoticed for a long time. They
usually go outdoors in search of food, but when they are not able to get food, they come
into the living area and become a threat to the inhabitants of the house / rooms. They feed
in trash cans, and enjoy our food and they resent our efforts to keep them away from our
food. When this happens they need to be controlled.

Wasp

7.8.1 Control of Wasps

If the nest can be found, control of wasp is simple.
Simply spray bendiocarb, carbaryl, chloropyrifos, diazinon, or resmethrin into the nest
opening of the aerial nesters. Then wet the nest envelope. The nest may be removed in a
day or two.
For ground nests dust formulation of any of the above insecticides is preferable. Workers
entering the nest will track the dust into the nest and contaminate it. The problem is that it
is most difficult if not impossible to track the nest.
7.9 SPIDERS
There are 35,000 species of spiders in the world. Most spiders that are a cause of concern to
the public and which pest control experts are called upon to control are either large or have
striking marking. The large spider is often thought to be a tarantula, and the coloured one

the black widow. Only a few species of spiders reside in dwellings and a larger number
stray or are carried into the houses. Uninhabitated houses or buildings are popular
residential quarters of the spiders.

Spider
The house spider is so cosmopolitan and so widely distributed that it is difficult to trace its
original homeland. The house spider selects its web sites at random. If the web does not
yield prey, it is abandoned and another site is selected. Eventually the spider end up
constructing webs where food is most available.
7.9.1 Control of Spiders
Improved storage, use of air tight boxes and bags, elevation of materials off the ground,
discarding unwanted items, and periodically sweeping or vacuuming under furniture and
behind mirrors and pictures are all helpful control measures.
Dust formulation lightly applied to the web can be quite Accommodation effective. Dust
formulations are best directed against web Operation building spiders. Dust formulations
for spiders include products containing bendiocarb, diazinon, malathion and
pyrethrum. Space sprays are DDVP, pyrethrum, and resmethrin.
Space sprays are useful for spider problems in confined areas when there is no hazard to
people using the structures. Residual sprays are usually applied to infested windows,
corners, doorframes, roofs, and storage areas.

Residual formulations include those based on bendiocarb, bromine, chloropyrifos,

DDVP diazinon, malathion, propetamphos, propoxur, pyrethrum, resmethrin, and runnel.

7.10 BED BUG

This pest has plagued man since the dawn of civilization. Although this creature draws no
line between the rich and the poor, its presence is more evident in the quarters of the
impoverished, owing to conditions more favourable for its growth. The bed bug is
distributed readily in a laundry and on clothes and baggage of individuals who have visited
infested areas. Once in the room, they become established in any convenient crack or

crevice particularly along the seams or buttons of mattresses, coils of bedsprings, wooden
bedsteads, upholstered furniture, the backing of pictures, behind wall paper, and calendars,
behind skirting boards and between floor boards or just about any place it can find to rest
and reproduce living there happily even after surrounded by a colony of kith and kin.

Bed Bug
These creatures are very wary and cautious, and their hiding place taxes the guests and
ingenuity of man. Infestations can be detected by the bloodstains on the walls or linen, and
by the characteristic spots of excrement. In addition to their disgusting appearance, the
bugs make a mess and they stink. The mess is due to their frequent excretion which causes
brownish, yellowish or black spots on the walls near the crevices where they hide. The dark
marks are due to the presence of partly digested blood in their faeces to make way for a
fresh meal.

7.10.1 Control of Bed Bug

o DDT which was once considered the best control measure for bugs is today
not effective. The bugs have become totally immune to this insecticide.
o Spray of 1% malathion, 1% fenchlophos, 0.5% DDVP, and 0.5% synegised
pyrethrins have given good results.
o Mattresses should be treated only at the seams and should not be soaked in
spray. Mattresses should be allowed to dry and should be covered when
used. Lindane, malathion, pyrethrin or fenchlophos can be used to spray
mattresses.
o Several residual sprays used as water emulsions and or oil-based solutions
may be used away from beds: 0.5% diazinon 2% malathion, and 1%
fenchlophos.
o Hand spray is usually adequate and spraying should be done early in the day
so that the insecticide can dry before the room is used for sleeping.
o Pyrethrum treatments need to be repeatedly given on account of its limited
residual action. Care should be taken not to sleep on a freshly sprayed
mattress

7.11 MOSQUITOES
Mosquitoes received very little attention until it was found that they were the cause for
malaria and other diseases. These are the most threatening pests nowadays. It was then that
a study was conducted, and it has been found that there are 1,700 species of these insects in
the world. Mosquito is found abundantly in the tropical region and there are stray
occurances of them even in the arctic region. Not all mosquitoes are blood suckers, and
most of them are attracted to light. Hence light traps are used in order to obtain information
about them. Only the females suck blood. The male feeds on pollen and nectar.

Mosquito
The vast majority of them prefer fresh water but some live in salt marshes and brackish
water. Still others are happiest in water contaminated with sewage. There are two main
types of mosquitoes Accommodation culicine and anopheline. The culicine types are
painful biters and Operation capable of transmitting certain diseases found in tropical areas
such as yellow fever, filariasis and dengue fever. The anopheline groups are capable of
transmitting malaria. By and large, the mosquito constitutes a serious pest in the house.
Many species inflict painful bites and some species do so at night. Scratching the itching
bite often sets up secondary complications.
7.11.1 Control of Mosquitoes
Control consists essentially of destroying the larvae and their breeding places. Tin cans
and all objects that hold water should be eliminated and the rain barrels and cisterns are
treated periodically.
Drainage provides permanent control and is used to eliminate small pools, swamps and
marshy areas; ditches, and creeks are cleaned up so that the water flows evenly and does
not stagnate or back up. Areas of water that cannot be eliminated by draining or leveling
are sprayed or dusted.

Prevention of bites is an essential feature in the prevention of mosquito borne

diseases.All buildings should be screened to prevent entry of these insects.
A mixture of indalone, Rutgers 612 and dimethylphthalate is a good general repellent.
Aerosol bombs containing pyrethrum, rotenone or DDT are used to kill mosquitoes in

small areas.
DDT is used to spray wells and screens, and is effective for long periods, but kills
slowly, and should be used carefully.
The aedes and culex mosquitos remain in dark portions of the building and bite during
the day. Spraying will destroy them and prevent the spread of dengue and filariasis.

7.12 RATS
Rats, mice and squirrels are from the same family the Rodents. This group of animals is
distinguished by their teeth large and chisel-like front teeth. They use these teeth to gnaw
through any kind of hard matter wood and cement walls. There are many kinds of rats in
the world, but only two kinds of rats are pests man confronts with the Norway rat and
the roof rat. The Norway rat is so called because it is believed that they originated in
Norway. They are larger, and have larger droppings than the roof rat.

Rat

Roof rats also known as black or ship rat which prefer warmer climate and upper floors of
buildings. The Norway rat prefers basements and often burrows around water sewers,
docks or wharfs. Rodents urinate and leave droppings on the food they eat. Their hair also
drops in these foodstuffs. Hence humans should not consume food contaminated by these
creatures.
7.12.1 Control of Rats
Snap traps: trapping is done when the use of poisons is dangerous. Traps can be used
again and again. The bait should be tied securely to the trigger. This prevents the
rodent from nibbling the bait without setting off the trigger. The bait may be food or cotton.
The rat uses the cotton for nesting.
Electromagnetic or ultra sound devices: electromagnetic devices work on the principle
that a magnetic field produces a barrier which has a stunning effect on the rodents. The
ultrasonic device works on the principle that certain high frequencies and amplitudes of
sound are irritating. Ultrasonic sounds are directional and rodents seek shelter behind solid
objects. In such cases there should be alternate use of baits and traps in these shadow
zones.
ANTU, Arsenic, Barium Carbonate, Phosphorous paste, Fluoroacetamide, Strychnine,
Zinc phosphide are the chemicals used to kill the rats. Most of these chemicals are spread
between two slices of bread in the form of a sandwich and placed at the right place to trap
the rats.

7.13 SILVERFISH
This primitive wingless insect is so called on account of its shining grey colouration, its
sinuous movements, and its quick darts to cover when disturbed. The silverfish is
nocturnal, shuns light and is most often seen when uncovered in dampish places like the
kitchen and the scullery. It is able to walk up rough vertical surfaces such as wall paper and
plaster, but unable to do the same on smooth surfaces like glass and porcelain. Hence it gets
trapped in wash basins and bathrooms.

Silverfish
The silverfish is responsible for little actual damage. It feeds on carbohydrate substances
such as starch used for wall paper paste and is recorded as biting small irregular shaped
holes in linen, cotton and artificial silk. Its carbohydrate diet is supplemented by protein
from dead insects and glues used in book binding. Silverfish is not of great economic
importance, but is an unpleasant inhabitant in our homes and needs to be attended to.
7.13.1 Control of Silverfish
Insecticides such as DDT, chlordane, dieldrin, and lindane formerly used for the control
of silverfish are no longer registered for use. Although liquids, dust or baits can be used for
the control of silverfish, liquids are preferred in visible or exposed areas of the home where
dusts or baits may present an undue hazard to children or pets.
Dusts can be used in attics, basements, and places where their use is not potentially
hazardous.
In controlling silverfish, the insecticide will be most effective when applied where the
insect is most commonly seen.

 Particular attention should be paid to inject small amounts of liquid into or dusts into
crevices and cracks formed by shelves, loose moulding or floor tiles, and loose drawer
glides.
Silverfish are commonly found around book shelves. These shelves should therefore
receive the crack and crevice injections. Caution must be exercised when applying liquids,
as the liquid may stain the books especially when water based sprays are used. When it is
not possible to use either sprays or dust, then it is advisable to sprinkle bait on the shelves.
A small amount of bait, bait dispenser, or bait pellets can
be put in the corner of the bookshelves.

7.14 TERMITES
Termites are insects that cause serious damage to wood and
paper. They actually eat wood as food, and like ants, live in colonies.

Termites
There are three types of termites the subterranean, the damp wood and the dry wood
termites. The subterranean termite lives in the ground which provides the dampness
required for it to stay alive. The damp wood termite needs a lot of moisture to survive, but
does not need to return to the ground. It can stay in the wood which is close to the ground
or near a leaking roof. The dry roof termite is often found living in desert areas. They do
not need water or moisture to survive and can nest in dry seasoned wood.
7.14.1 Control of Termites
Termites attack a building from their colonies under its floor or from outside or both. Any
treatment given should be such that it prevents future re-infestation through the foundation.
This is achieved by four technical operations.
Structural alterations: this includes any structural operation which renders a structure less
susceptible to termite attack or which renders the immediate surroundings of a structure
less favourable to termites.
Soil treatment: chemicals are applied to the soil immediately adjacent to or under a
structure for the purpose of eliminating existing infestations and creating an insecticidal
barrier.
Foundation treatment: this involves application of chemicals to any type of foundation

for preventing access to termites.

Wood treatment: chemicals are applied to wooden members of the structures to render
them resistant to termites.

7.15 BATS
Bats are natural reservoirs or vectors for a large number of pathogens including rabies.
Their high mobility, broad distribution, social behaviour (communal roosting, fissionfusion, etc.) and close evolutionary relationship to humans make bats favourable hosts and
disseminators of disease. Many species also appear to have a high tolerance for harbouring
pathogens and often do not develop disease while infected.

Bats

Due to the risk of rabies and also due to health problems related to their faecal droppings
(guano), bats should be excluded from inhabited parts of hotels.
7.15.1 Control of Bats
The simplest procedure for expelling a maternity colony begins with the installation of a
bat box. After that, the bat box entrances is sealed and removed from the hotel premises.
With a little patience and effort, one can completely exclude bats from the hotel
permanently and successfully.

Bat Box

1. What are pests?

2. Fill in the blanks:
i) German cockroach prefers a .. and .. environment.
ii) Lizards love . and its
iii) There are about species of spiders in the world.
iv) The mosquitoes suck blood.
v) is one of the method to prevent termites.
3. List some of the toxicants used for space sprays.
4. Name some of the insecticides used to control bees.
5. Where do you usually kind the bed bugs?
6. Name some rodents.
7. What are termites?

LESSON 8
KEY AND KEY CONTROL

CONTENTS
8.0 Aims and Objectives
8.1 Introduction
8.2 Key and Key Control
8.3 Types of Keys
8.3.1 Emergency Key
8.3.2 Master Key
8.3.3 Guest Key
8.4 Guiding Principles in Key Control System
8.5 Limitations of Metal Keys

8.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the
following:
Emergency key, master key and guest keys
Guiding principles in a key control system.
8.1 INTRODUCTION
Every management owning property needs to establish procedures for its staff to follow
that will help ensure the safe and secure functioning of the operation. All employees, not
merely security personnel, should know the appropriate security procedures that will help
protect the guests and the property from danger and loss at the hands of criminals. The
housekeeping staffs are closely in touch with the guests, and therefore, they are more
responsible for the security of the guests.
Many security procedures are needed to control external theft by opportunist guests and
internal theft by employees. Other procedures address the potential for loss created by or
during emergencies, including accidents. Asset protection procedures involve protecting the
property from losses arising from any number of sources, both internal and external.
The guest room represents the inner-circle of a hotel security Accommodation plan. The
guestroom is the sanctuary for the weary traveler where Operation they expect to be safe.
The guestroom doors and windows must be fortified to prevent forced entry. Installation of
burglar proof door locking system and key control are vital to ensure guestroom safety
against theft. This chapter discusses about the keys and key control.

8.2 KEY AND KEY CONTROL

A key is a device which is used to open a lock. A typical key consist of two parts: the blade,
which slides into the keyhole to unlock the door, and the bow, which is left protruding so
that torque can be applied by the user to open the door. The blade is usually designed to
open one specific lock, although master keys are
designed to open sets of similar locks.

Key
A system of key control is essential to the security of a lodging property. All keys whether
metal or electronic should be adequately controlled. The security of a key lock system is
seriously weakened when keys are issued to a great number of people or to anyone who has
no legitimate need for a key. The best lock in the world may be unable to protect a property
or its guests if poor key control allows a criminal to obtain a key to that lock.
8.3 TYPES OF KEYS
Most lodging properties use at least three types of keys. These types typically include
emergency keys, master keys, and guestroom keys.
8.3.1 Emergency Key
The emergency key opens all guestroom doors, even when they are double locked. It can
be used, for example, to enter a room when the guest needs help and is unable to reach or
open the door. The emergency key should be highly protected and its use strictly controlled
and recorded; it should never leave the property. One procedure for emergency keys is to
have them locked in a safe or safe deposit box and signed out by the individual needing
one. The log should be dated and signed by the individual taking the key.

8.3.2 Master Key

A master key is designed to open a set of several locks. These locks also have keys which
are specific to each one (the change key) and cannot open any of the others in the set.
Locks which have master keys have a second set of the mechanism used to open them
which is identical to all of the others in the set of locks. For example, master keyed pin
tumbler locks will have two shear points at each pin position, one for the change key and
one for the master key.
A far more secure (and more expensive) system has two cylinders in each lock, one for the
change key and one for the master key. Larger organizations, with more complex
"grandmaster key" systems, may have several masterkey systems where the top
level grandmaster key works in all of the locks in the system.
A master key opens all guestrooms that are not double locked. Depending upon the need,
the master key may be further

Master Key

established as a housekeeping staff master key, a floor supervisor master key, and a grand
master key for management purpose.
1. Grand Master Key Key operates all locks in the Hotel. Including laundry and linen
rooms.
2. Floor Supervisors Key operates all sections on the floor/ floors supervised by the
particular supervisor.
3. Housekeeping Staff Master Key / Master Key Key operates all rooms serviced by
particular room maid or housekeeping staff.

Above keys will not open the lock when the Guest has Double Locked it from inside. From
a security point of view, master keying is undesirable; but from a practical point of view,
however it is necessary. Master keying presents two security drawbacks:
First is the danger that if a master key is lost or stolen, several locks in the system
would be compromised, thus providing access to all those locks.
Second is the loss of master key. An answer might be to use nonmaster key sets for high
security areas and master key sets for low security areas.
8.3.3 Guest Key
The hotel guest room key is normally issued to open only one room for which it was
intended, viz. individualised key for each lock. If the guest room lock is in shut-out mode
the guest room key can neither open it nor lock from outside of the room.
8.4 GUIDING PRINCIPLES IN KEY CONTROL SYSTEM
Security of keys is essential from the moment they arrive on site. Keys should be stored
separately and securely.
No unauthorised person should be allowed access to any key, either to examine or handle
it, since a photograph or impression can be taken in few seconds and duplicate
subsequently made.
Keep a log book of all keys signed out.
Establish protocol for distribution of keys.
Use keys that do not identify the propertys name, address, logo, or room number.
Perform an annual key audit
When keys are lost or stolen, the locks should be changed or rotated to another part of
the property.
Authorised employees should remind guests to return keys at check-out.
The loss or suspected compromise of a key should be reported immediately and, after
due investigation, a decision be made as to whether or not the lock should be changed.
Place well-secured key return boxes in the lobby, at exit points of the property, and in
courtesy vehicles.
8.5 LIMITATIONS OF METAL KEY
Metal keys require a hotel to maintain an elaborate key control system with daily
inventories of master key and E-Key checkout logs for the staff.
. The guest has no way of knowing that an adequate key control Key and Key Control
system is in place.
Metal keys can be easily duplicated. And if a master key is duplicated, the security of the
rooms is seriously compromised.
If a room key or master key turns up missing, the affected locks must be changed. This
incident creates an on-going maintenance problem and expense for a hotel.

8.6 KEY-CARDS
Metal room keys are being replaced by electronically coded key-cards. A keycard,
whilenot actually considered a key, is a
plastic card which stores a digital signature that is used with electronic access control locks.
It is normally a flat, rectangular piece of plastic and may also serve as an ID card.
There are several popular type of keycards in use and include the mechanical holecard, bar
code card, magnetic stripe card, smart card (embedded with a read / write electronic
microchip), and RFID proximity
cards. The keycard is used by presenting it to a card reader; swiping or inserting of
magnetic stripe cards, merely being brought into close proximity to a sensor.
Bar code technology is not a secure form of a key, as the bar code can be copied in a
photocopier and often read by the optical reader. Magnetic stripe keycards are becoming
increasingly easy to copy, but have the security advantage that one may change the
stored key in a magnetic swipe card in case the current key is compromised.

Key-cards

Key-cards have the capability of being randomly coded at the point of registration, which
re-emphasizes the guest perception of room security. Key-card control is computer-based
and therefore creates the necessary audit trail automatically. Master keys can be changed in
a matter of a few keystrokes and lost key-cards are easily removed from the system. One of
the best security features is the ability of the computer to investigate each door lock and
get a printout of everyone who accessed a particular room. This Accommodation
dramatically cuts down on theft from the rooms by hotel employees. Operation
The security advantage of the key-cards has made it popular
and many medium and large sized hotels are adopting this key-card
system.

1.
2.
3.
4.
5.
6.

What is a key?
What are the three types of keys found?
Name the different master keys in a hotel.
Write short account on key card.
Key consists of how many parts? What are they?
Enumerate the limitations of metal key.

KEY WORDS
Key Card A plastic card which stores digital signature that is used to control locks.
Emergency Key The key used to open all guestrooms, even when they are double
locked.
Grand Master Key Key that opens all locks in a hotel (including laundry and linen
rooms).
Master Key A key which is designed to open a set of locks.
Burglar A thief who enters a building with intent to
Fortify Make strong and secure
Weary Causing fatigue; tiresome

LESSON 9
ORGANISATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT

CONTENTS
9.0 Aims and Objectives
9.1 Introduction
9.2 Organisational Structure of Housekeeping Department
9.3 Duties and Responsibilities of Housekeeping Staffs
9.3.1 Executive Housekeeper
9.3.2 Public Area Supervisor
9.3.3 Floor Supervisor
9.3.4 Uniform / Linen Room Supervisor
9.3.5 Night Supervisor
9.3.6 Room Attendant
9.3.7 Uniform / Linen Room Attendant
9.3.8 Cloak Room Attendant
9.3.9 Tailor / Upholsterer
9.3.10 Head Gardener
9.3.11 Houseman
9.3.12 Gardener

9.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to
demonstrate appropriate skills, and show an understanding of the
following:
Organisational structure of housekeeping department
Duties and responsibilities of each housekeeping staffs.
9.1 INTRODUCTION
The success and credibility of the hotels depends solely on their in-house professionally
skilled team. Top quality service, with dedicated, trained, intelligent, sincere, honest and
motivated staff is what is important for a hotel housekeeping department. This team
succeeds in building and maintaining the image and reputation of the hotel and creating
and sustaining regular and previlaged guest visits. For providing excellent and satisfying
quality service, lot of effort has to be made towards organizing and training the
housekeeping staffs continuously. Additionally, the trained staff must Accommodation
be retained ensuring the consistency and staff dedication remains Operation
focused through various methods of training and motivation.

Organization Chart of a Large Hotel

The largest work force of the hotel is in the housekeeping department. It would be
appropriate at this stage to understand the hierarchy, duties and responsibilities of all the
housekeeping staffs for effective communication and coordination.
9.2 ORGANIZATIONAL STRUCTURE OF HOUSEKEEPING DEPARTMENT
The organizational structure of the housekeeping department mainly depends on the

activities and the size of the hotel. The charts below show the organizational of structure of
the large and medium
sized hotels. In the small hotels one or more jobs are integrated and
handled by the few housekeeping personnels.

Organization Chart of a Medium Sized Hotel

1. Executive Housekeeper Responsible and accountable for the total cleanliness,
maintenance and aesthetic upkeep of the hotel. This is achieved with the resources of
manpower, materials, machines, money, space and time available to him.
2. Assistant Housekeeper
May be one for each shift of a large hotel. He may be the
housekeeper of a small hotel or the only deputy to the Executive Housekeeper of a
medium-sized hotel. He manages the resources given by the Executive Housekeeper to

achieve the common objectives of cleanliness, maintenance and attractiveness in a given

shift. His accountability normally ends on the completion of his shift.
3. Uniform Room Supervisor
A non-management person solely responsible for
providing clean serviceable uniforms to the staff of the hotel. As the hotel staff are all
practically in uniforms his / her task is enormous and demanding as he / she has to keep
an inventory control on various stages of use, such as, when sorted ones are handed over, or
those which are being washed or dry-cleaned in the laundry.
4. Uniform Room Attendants The uniform supervisor is assisted by attendants who
actually do the issue of uniforms in exchange for soiled ones for onward ransmission to the
laundry. These attendants are in actual contact with the staff.
5. Linen Room Supervisors A non-management person solely responsible for the
acquisition, storage, issue and cleanliness of linen in its various forms. His job is a
mammoth task because he keeps track of all linen as they would number in thousands.
6. Linen Room Attendant Assists the supervisor by actually issuing linen and filling
such records as necessary.
7. Tailor / Seamstress Tailor or seamstress personnel are responsible for stitching and
mending the linen and upholsterys.
8. Helpers They are to be found both in Uniforms and linen Rooms and do the physical
work of transporting, counting and bundling of uniforms and linen.
9. Floor Supervisor Responsible for the cleanliness, maintenance and presentability of
the guest floors attached to him in a shift. His scope encompasses guest rooms, corridors,
staircases and floor pantries of the allotted floor.
10. Public Area Supervisor Responsible for the cleanliness, maintenance and
presentability of all public areas which include restaurants, bars, banquet halls, garden,
administrative offices, shopping arcade, health club, swimming pool, main entrances and
car park areas.
11. Room Attendants Known also as chamber maids or room boys. They do the actual
cleaning of guest rooms and bathrooms allotted to them. They are not responsible for the
cleanliness of corridors, guest elevators or floor pantries.
12. Head Houseman Supervises the work allotted to Houseman, especially those in
public areas. In medium-sized hotels he could be the person in charge of housekeeping on
night shifts.
13. Housemen Usually handy men who do the heavy physical cleaning required in guest
rooms and public areas. Their job would include vacuuming, shifting of furniture, cleaning
of windows panes, mopping, braising, sweeping, etc.
14. Desk Control Supervisor Is the hub of information dissemination in housekeeping
and is thus the critical person in housekeeping operations. The Housekeeping Desk must
be manned 24 hours as guests and staff will contact this desk to transmit or receive
information. It is the Desk Control Supervisor who co-ordinates with the front office for
information on departure rooms and handing over cleared rooms. The Desk also receives
complaints on maintenance from Housekeeping supervisors spread all over the hotel.
15. Runner He is a person who goes from one guest room to
of Housekeeping another collecting or delivering guest laundry. Department
16. Clack Room Attendants Cloak room attendants are persons responsible for the
supply of clean dry towels, soaps and perfumeries, prescribed by the management for
the guest rooms.

17. Hat- Checkers This is a service provided by superior hotels in cold climates. A hatcheck room is where hat and heavy overcoats are deposited by guests as soon as they enter
the hotel lobby so as to spare them the inconvenience of carrying them around in the hotel.
The hat-checker would carefully label these guest articles and hang and store
them correctly so as to return them to the guests when they are leaving the hotel.
18. Night Supervisor They handle all aspect of housekeeping at night including desk
control operations, issue of linen and uniform in an emergency, etc. His area of activity
extends over guest rooms, public areas as also linen and uniform rooms. He is solely
responsible and accountable at night for smooth housekeeping through his night brigade
and has larger decision-making authority than other supervisors as he is the housekeeper
for the night.

19. Horticulturist Many hotels may contract horticultural work to an outside agency.
However, a large number of large hotels have professionally trained Horticulturists who
maintain the gardens of the hotels as well as supply flowers from the garden for interior
decorations and floral arrangements. Flowers are used in banquet functions, guest rooms,
restaurants, lobbies, offices, etc. The Horticulturist would have to ensure smooth
supply of flowers as well as assist the Housekeeper in flower arrangements.
20. Head Gardener Supervises the brigade of gardeners in maintaining hotel garden and
keeping them contemporary each season.
21. Gardeners Does the actual digging, planting, watering, etc. of gardens on a day-to-day
basis.
9.3 DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFFS
9.3.1 Executive Housekeeper
1. Supervise and be responsible for cleanliness, order and Accommodation appearance of
the hotel rooms and public areas, annexes, Operation cottages, facilities, service corridors,
linen and uniform rooms, shopping arcades and employees.
2. Schedule, recruit, train, and recommend hiring, discharging and discipline of all
department employees through management and in accordance with labor regulations.
3. Prepare reports as required.
4. Participate in all department head meetings. Supervise preparation of maintenance
requisitions and maintain follow-up file to ensure that all public areas and guest
accommodations do not deteriorate from standard.
5. Train all employees to perform their best in the standard procedures as applicable to
their job positions.
6. Develop and recommend standard procedures for new tasks or changed conditions.
7. Inspect personally, and supervise inspections by Assistants of all areas in a frequent and
unvarying schedule.
8. Pay particular attention on inspection to the presence, of odors and pests and appropriate
control measures.
9. Work closely with the General Manager on day-to-day Housekeeping requirements.
10. Supervise linen stock and recommend the maintenance of adequate quantities of
cleaning equipments and cleaning supplies with due regard to delivery requirements and
import restrictions on cleaning equipments. Develop and supervise the maintenance of the
lost and found procedure including the disbursement of unclaimed articles to employees.
11. Prepare the annual housekeeping budget for submission to the General Manager.
Identify reliable suppliers of housekeeping materials including carpets, linen, etc, and
recommend them to the Purchase Department. Develop Housekeeping Systems and
Procedures and see that they are followed diligently. Plan, control and supervise
horticultural requirements and commitments.

9.3.2 Public Area Supervisor

1. Check all public areas against area check-lists and see that they meet the standards of
cleanliness stipulated.
2. Remove furniture, curtains and other fixtures, which require repairs, mending, spotting,
washing, etc.
3. Maintain a regular and complete advance scheduled programme for cleaning public
areas after receiving the final concurrence of the Executive Housekeeper.
4. Prepare schedule for the chandelier cleaning crew.
5. Prepare Schedule for the carpet shampoo crew.
6. Inspect staff turnout.
7. Train new recruits.
8. Submit performance appraisals of staff working under his / Department
her control.
9. Clean safety and security systems in public areas, e.g. locks,shutters, etc.
10. Account for furniture movements, if any.
11. Initiate and follow-up maintenance orders for public areas/ service areas under his / her
control.
12. Check and control equipment like hovers, floor washing machines, floor polishing
machine, carpet shampoo and beating machines and ensure that they are used correctly
and maintained properly.
9.3.3 Floor Supervisor
1. Assign duties to the floor housemen and room attendants.
2. Inspect each room completed by Room Attendants according to specified room checklist
and ensure that they meet the standards of the establishment in terms of cleaning,
functional and aesthetic value.
3. Check par stocks of linen and guest supplies and cleaning supplies on floors and ensure
timely delivery of soiled linen to laundry and requisition for fresh linen from linen room
and guest supplies / cleaning supplies from the stores.
4. Train Room Attendants and Housemen for maximum productivity and standards of
efficiency.
5. Submit performance appraisals periodically for each staff under his / her control.
6. Check all safety systems on the allotted floors.
7. Liaise with security on security aspects on guest floors.
8. Account for movement of linen from his / her floors.
9. Prepare housekeeping occupancy lists for front Office.
10. Check all maids carts to ensure it is well stocked with linen and supplies and as per
standards stipulated.
11. Follow upon maintenance orders sent to Engineering.
9.3.4 Uniform / Linen Room Supervisor
1. Schedule linen / uniform room staff.
2. Check periodically the condition of uniform and hotel linen.
3. Assign daily work to tailors.
4. Devise and maintain an effective control system to issue clean linen and uniforms.

5. Co-ordinate closely with the laundry department to ensure Accommodation timely

supply of fresh uniforms and linen. Operation
6. Conduct periodic inventories of linen and uniforms.
7. Ensure that all linen, uniforms needing stitching, mending is immediately attended to
before being sent to the Laundry Department.
8. Ensure that the Linen Room is kept neat and clean.
9. Ensure that all linen, uniforms and materials are neatly and
systematically stacked
and arranged and properly labelled.
10. Train the staff to perform their duties effectively and, efficiently.
11. Maintain all relevant records in respect of material, uniforms / linen-storage and
movement.

9.3.5 Night Supervisor

Supervises all night force engaged in cleaning public areas and guest rooms of hotel. His
duties and responsibilities are same as that of the floor supervisor and public area
supervisor.
9.3.6 Room Attendant
1. Clean guest bathrooms and replenish supplies.
2. Clean guest bedroom and replenish supplies as per room checklist.
3. Report missing or broken hotel property to the Floor Supervisor.
4. Maintain a polite, dignified and helpful and pleasing attitude towards the guests.
5. Attend daily briefings and give attendance.
6. Receive allocation of floor and rooms.
7. Replenish maid cart with guest supplies, detergents and linen.
8. Count soiled linen handed over to floor linen room.
9. Hand over lost and found articles to Supervisor
10. Make physical check of rooms for preparing the house keeping occupancy list.
11. Check that all bulbs and switches are working. In case of
defect or fuse, report the same to the Floor Supervisor.
12. Change the water glasses daily and fill the water flasks.
13. Turn down beds in the evening and draw the curtains. Remove and dispose off refuse
and rubbish at the assigned area.
14. Return keys to the Housekeeping Department before going off duty.
15. Ensure that Housemen polish guest shoes and assist the Bell Boys in carrying guest
luggage when required.
16. Prepare room checklist.

9.3.7 Uniform / Linen Room Attendant

1. Issue uniforms to all hotel employees on a one-to-one basis.
2. Count soiled uniforms / linen received and deliver the same to the laundry department.
3. Maintain records of linen and uniforms movements.
4. Store uniform and linen according to prescribed methods. Check for damages when
receiving dirty uniforms.
5. Check for fitness of uniforms as per norms laid down before issuing.
9.3.8 Cloak Room Attendant
1. Take soiled hand towels to the linen room for replacement.
2. Maintain adequate stocks of soap, detergents and hand towels to meet demands at peak
level.
3. Maintain shoe-shine kit and clean guest shoes, if required.
4. Maintain all cupboards and fixtures installed in the cloak room.
5. Maintain a polite, dignified and helpful attitude to guests.
6. Report any plumbing deficiencies to Public Area Supervisor.
7. See that clack rooms are immaculately clean. Faucets should be sparkling, wash basins
dry and environment free of unpleasant odour.
8. Supply the guest with towels, soap, comb, brush and powder.
9. Sweep, wash and scrub the floors.
10. Clear the soiled linen periodically from the baskets.
11. Brush the guests jacket, if requested.
9.3.9 Tailor / Upholsterer
1. Mend all damaged linen.
2. Mend all damaged uniforms.
3. Refurnish all damaged upholstery handed over by the Supervisor.
4. Estimate the requirements of material and request the Linen Room Supervisor to
requisition it from stores.
5. Collect material from the stores and take to the work area assigned.
6. Pre-shrink all materials which have a tendency to shrink.
7. Cut the fabric as per requirement of each particular item.
8. Check the quality of springs, in the cots and replace, if Accommodation necessary
under directions of the Linen Room Supervisor. Operation
9. Fasten springs properly with strings and place the foam in position.
10. Keep the work area assigned neat and tidy.
11. Store systematically all items, i,e, needle, thread, etc. Prepare requisition for
replenishment of stock and render accounts of the same.
12. Render account of material consumed and balance left over should be handed back to
stores.

9.3.10 Head Gardener

1. Ensure that the prescribed landscaping is carried out in the garden.
2. Be knowledgeable about seasonality of plants and their maintenance conditions.
3. Brief on the work, schedule and allot duties to gardeners to meet daily exigencies.
4. Dig-up landscaped areas for fresh planting.
5. Procure seeds from reliable sources at least cost.
6. Procure, control and supervise the usage of manure and fertilizers.
7. Ensure that seeds planted are done so with consideration for ultimate aesthetic appeal
and survival.
8. Ensure that gardeners follow the watering fertilizing and maintenance schedules,
reporting any water shortage problems and suggesting alternatives.
9. Cut, prune, trim hedges, bushes, flowers to enhance aesthetic appeal.
10. Maintain nursery at optimum conditions and ensure steady supply of saplings for
planting.
11. Provide the hotel with flowers, garlands, wreaths, bouquets as required. Also grow,
supply and maintain indoor plants for the hotel.
12. Ensure that lawns are well maintained, healthy and kept clean at all times.
13. Train and motivate gardeners.
14. Ensure that gardeners handle garden tools and machines properly and carefully.

9.3.11 Houseman
1. Hoover carpets.
2. Shift beds, chairs, heavy furniture for cleaning carpets.
3. Beat carpets and shift from one area to another.
4. Clean swimming pool when assigned.
5. Clean all surfaces including garden paths, etc.
6. Polish all brassware.
7. Clean all windows, door and ventilators.
8. Clean and replenish linen in the floor and pool area.
9. Do all heavy cleaning like shaft cleaning, terrace cleaning, etc.

9.3.12 Gardener
1. Take daily briefing from Head Gardener.
2. Maintain landscaped area properly and also prepare for fresh planting.
3. Plant seeds and saplings as per conditions and concept prescribed.
4. Apply manure and fertilizers economically ensuring proper coverage.
5. Perform spraying of insecticides and fungicides to control or as prophylactic measure
against pest and disease incidence as directed by the Head Gardner.
6. Water all gardened areas as per daily schedule and routine.
7. Maintain the nursery as instructed.
8. Cut, trim, Prune hedges, buses, flowers to enhance aesthetic appeal.

9. Prepare such flowers potted plants, wreath, bouquets, etc, as required by the Hotel.
10. Maintain indoor plants as per schedule when assigned.
11. Utilize garden tools correctly.
12. Be punctual and regular.

1. Name some important positions in the Housekeeping Department.

2. What is the role of an Executive Housekeeper in a hotel?
3. What are the duties and responsibilities of a Public Area Supervisor?

KEY WORDS
Hierarchy Categorization of a group of people according to ability or status
Mending Clothes and other articles that must be repaired
Corridors A narrow hallway, passageway, or gallery, often with rooms or apartments
opening onto it.
Arcade
A series of arches supported by columns, piers, or pillars, either freestanding or
attached to a wall to form a gallery
Mopping Applying hot bitumen with a mop or mechanical applicator on the felt of a
built-up roof membrane, on a roof-deck, or the like.
Perfumeries A substance that emits and diffuses a fragrant odor,
especially a volatile liquid distilled from flowers or prepared synthetically
Upholsterer Fabric, stuffing, and other materials used in upholstering

LESSON 10
INTRODUCTION TO HOTELS

CONTENTS
10.0 Aims and Objectives
10.1 Introduction
10.2 Hotels
10.2.1 Definition of Hotel
10.2.2 Importance of Hotel
10.3 History of Hotels
10.4 Development and Growth of Hotel Industry in India
10.5 Category of Hotels
10.5.1 International Corporate Hotels
10.5.2 National Hotel Companies
10.5.3 Small Hotel Groups
10.5.4 Independent Hotels
10.5.5 Hotel Consortia
10.6 Major Hotel Groups in India
10.7 Hotel as a Service Provider in the Modern Day

10.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Hotels, history of hotels, development and growth of hotel industry in India,
Category of hotels,
International corporate hotels and
Major hotel groups in India.
10.1 INTRODUCTION
Hotel is the transient home away from home. Hotel industry is a hospitality industry. Of
course, hospitality is not free, but is paid for, where the payment depends on the comforts
and services provided for. Payment also depends on the fancy and economic affordability
of the customer. The hospitality industry is nowadays a global industry, and is considered
as an important employer in countries world-wide. It now has attained a much higher
status in society and demands high standards of work ethics and efficiency from its
employees. Employment opportunities are many, and is now sought Accommodation
by a vast majority of people. The hospitality industry is part of a larger enterprise known
as the travel and tourism industry. It is one of the oldest industries in the world. In early
days, traders, explorers, missionaries and pilgrims needed a break in their journeys
requiring food, shelter and rest. People opened their homes and kitchens to these weary
travellers, and an industry was born. Although accommodation today is varied and their
services have changed and expanded over the ages, one thing about the hospitality industry
has remained the same, guests are always welcome! From a friendly greeting at the door,
room service, breakfast, to a host of facilities' the hospitality industry offers travellers a
home away from home.
Hospitality is defined as the friendly reception and treatment of strangers". For most
people, hospitality means entertaining guests with courtesy and warmth. Hospitality is also
an industry made up of businesses that provide lodging, food and other services to
travellers. The main components of this industry are hotels, motels, inns, resorts and
restaurants. In a broad sense, the hospitality industry might refer to any group engaged in
tourism, entertainment, transportation or lodging including cruise lines, airlines, railways,
car rental companies and tour operators.
However the two main segments of the hospitality industry are the lodging industry (also
called hotel industry), and the food and beverage industry (also called restaurant industry).
10.2 HOTELS
Hotel is an establishment that provides lodging and usually meals and other services for
travelers and other paying guests. It provides paid lodging, usually on a short-term basis.
Hotels often provide a number of additional guest services such as a restaurant, laundery,
a swimming pool or childcare. Some hotels have conference services and meeting rooms
and encourage groups to hold conventions, functions and meetings at their location.
A hotel may be called as an establishment where primary business is to provide to the
general public lodging facilities and which may include one or more of the various services

such as food, beverage, laundry, uniformed services etc. Hence, hotel can also be called as
home but with a vested interest which includes commercial
activities.
Hotels are found in almost all the cities. Hotels operate twenty four hours a day, seven
days a week. The principal factor that determines the guest attitude towards a hotel is
service although other amenities such as room, food and beverages are of equal importance
a tangible determinants.

10.2.1 Definition of Hotel

Hotels are defined in numerous ways from early times to today. Some of the important
definitions for hotels are: Hotel refers to a house of entertainment of travellers.
Reader's Digest Dictionary
Hotel is a place where all who conduct themselves properly, and who being able to pay and
ready to pay for their entertainment, are received, if there be accommodation for them, and
who without any stipulated engagement as to the duration of their stay or as to the rate of
compensation, are while there, supplied at a reasonable cost with their meals, lodging and
other services and attention as are necessarily incident to the use as a temporary home.
Common Law
A hotel is an Establishment held out by the proprietor as offering food, drink and if so
required, sleeping accommodation, without special contract to any traveller presenting
himself who appears able and willing to pay a reasonable sum for the services and facilities
provided and who is in a fit state to be received.
Hotel Proprietors Act, 1956
Building that provides lodging, meals, and other services to the traveling public on a
commercial basis.
Encyclopedia Britannica
Hotel or inn is defined as a place where a bonafide traveller can receive food and shelter,
provided he is in a position to pay for and is in a fit condition to be received
British law

10.2.2 Importance of Hotels

1. Hotels play an important role in most countries by providing facilities for the transaction
of business, for meetings and conferences, for recreation and entertainment. In that sense
hotels are as essential to economies and societies as are adequate transport, communication
and retail distribution systems for various goods and services. Through their facilities,
hotels contribute to the total output of goods and services, which makes up the material
well-being of nations and communities.
2. In many areas hotels are important attractions for visitors who bring with them spending
power that the locals and who tend to spend at a higher rate than they do when they are at
home. Through spending by visitors hotels thus often contribute significantly to local
economies both directly and indirectly through the subsequent diffusion of the visitor
Accommodation expenditure to the Govt. coffers and to other recipients in the Operation
community.
3. In areas receiving foreign visitors, hotels are often important foreign currency earners
and in this way may contribute significantly to their countries balance of payments. In
countries with limited export possibilities, hotels may be one of the few prime sources of
foreign currency earnings.
4. Hotels are important employers of labour. Thousands of jobs are provided by hotels in
the many occupations that make up the hotel industries in most countries; many others in
the industry are self-employed and proprietors of smaller hotels. The role of hotels as
employers is particularly important in areas with few alternative sources of employment,
where they contribute to regional development.
5. Hotels are also important outlets for the products of other industries. In the building and
modernization of hotels, business is provided for the construction industry and related
trades. Equipment, furniture and furnishings are supplied to hotels by a wide range of
manufacturers. Food, drink and other consumables are among the most significant daily
hotel purchases from farmers, fishermen, food and drink suppliers, and from gas, electricity
and water companies. In addition to those engaged directly in hotels, much indirect
employment is, therefore, generated by hotels for those employed in industries supplying
them.
6. Hotels are an important source of amenities for local residents. Their restaurants, bars
and other facilities often attract much local customers and many hotels have become social
centres of their communities.

10.3 HISTORY OF HOTELS

The past, present, and perhaps the future of the hotel industry are closely linked. Today's
industry is the result of centuries of social and cultural evolution. Comfortable, sanitary
lodging was once considered only the privilege of the wealthy, but with the industrial
revolution and the spread of democracy, hospitality is not a luxury anymore and now has

become available to the common man. Advances in transportation, enable people to travel
greater distances faster and at less cost, paving the way for the tourism industry to
flourish. From very modest origins, the hospitality and the tourism industries have become
the two of the largest industries globally. A world without accommodation is indispensable
in modern day life.
Today the lodging industry is complex and diverse. To understand this, we will trace the
history of hotels, from the inns of ancient times to modern luxury hotels, whose evolution
has influenced as well has been influenced by, social, economic and cultural changes in
society.
Taverns or Inns
The earliest hotels were called taverns or inns. They go back thousand of years, for as long
as people have started travelling. The Hebrew word for an inn is malon and means a resting
place for the night. The Greek word for inn is kataluma and means an eating room or guest
chamber. A malon did not have to be in a building, it could be a level piece of ground near
a spring where baggage could be unloaded, animals could be watered and tethered, and
people could rest on the ground.
Caravanserais
When large camel caravans would cross the deserts in Asia, there were hotels called
caravanserais at which travellers rested and slept. Caravanserais were established along
the more travelled routes as travel spread throughout the East. They usually consisted
of a large building constructed around a courtyard. The lower floor was used to storegoods
and to provide stalls for the cattle. Usually there was a well or large reservoir nearby. At
times, bazaars and markets were held at or near the caravanserais. In those days of
travel, the innkeeper provided very little for the traveller's comfort.
Inns in Middle Ages
During the middle ages, there were few inns or hotels except in the cities. The church or
the Lord of the Manor often established special guest offices for pilgrims and other
travellers. As roads were built and horse drawn stagecoaches began to carry passengers
between towns and cities, inns were built at a point where the coaches stopped. The inns in
the villages or at crossroads had limited and rough accommodations, seldom more than a
common dormitory.
Inns in the Fifteenth Century
The fifteenth century brought about fresh importance for the inn. A new merchant class
began to emerge due to an increase in trade. This meant more traveling was necessary;
therefore a demand for more and better inns was created. Most travel was still primarily by
horseback, but toward the end of the 15th century, more comfortable wheeled carriages
came into use. The roads were rough and difficult to travel-muddy in the spring, hot and
dusty in the summer, and often impassable in the winter.

During the fifteenth century, many monasteries closed their guesthouses, thus creating a
need for more lodgings. The inn also began to perform a definite function in the social life
of the people in the area, as well as the traveller.

Inns in the Sixteenth Century

The inns of the sixteenth century changed little from earlier times, although they were
large and somewhat spacious. Accommodation has improved greatly, for now a guest could
often Accommodation
have a private bedroom furnished with heavily carved oak furniture. Operation The ground
floor consisted of a large hall called the parlour, which was used as a reception room as
well as a place to serve meals. The upper floor was used for the guest rooms.
Inns in the Eighteenth Century
With more regular business, the innkeeper realized the importance of their inns and tried to
offer more comforts to the weary traveller; they had better furnished rooms, a generous
supply of food and drink, waiters and serving maids eager to please the guests, and
large stables for the horses. Not only would the public stagecoaches be found stopping at
the inns, but also the private coaches of the wealthy. There was a large increase in the
volume of coach travel in the eighteenth century. Tollgates were set up on some roads to
provide funds to repair and improve roads and bridge better roads and more comfortable
coaches made travel much faster, comfortable and more appealing to a greater number of
people.

Travelers found that most of the innkeepers greeted them with a smile, and were given
good meals. If the stop was overnight, the inn offered an ideal comfortable bedroom that
was neatly furnished usually with a four-poster bed, washing table mirror etc. The inns that
could not meet the traveler's need, either through the mismanagement or just plain
rudeness, did not stay in business for long. As travellers from Europe ventured across the
Atlantic to America, inns were built in towns and villages and along the roadside. They
became gathering places for not only the traveller but also the local inhabitants. The inn
was a place where people could refresh themselves after work or hold evening meetings
and share the events of the day.
Emergence of Hotels
The past one hundred years have brought about dramatic changes in modes of
transportation, as well as in lodging accommodations. People from all walks of life started
to travel. As travel increased, the train services were launched and became more
comfortable and faster. This was the time when the roadside inns started losing business as
more people started to travel by train rather than coach. Many inns had to close while
others were able to remain open by catering more to the local people. Some inns became
strictly taverns or coffeehouses. Some of these still exist today. London has a larger number
of the old taverns than any other large city in the world. They have changed with the times

in order to survive and are the pubs that we know today.

Travelling by train brought the traveller into the heart of a town or city. Many hotels were
built near railroad stations for the convenience of passengers. This was the beginning of
hotels, as we know of them. Many hotels that opened in the mid-to late-1800s are still as
popular as they were when they first opened.

Three Phases of Travel

Hotels and the Government Policies

Many countries have recognised the vital importance of accommodation industry in
relation to tourism and their governments have coordinated their activities with the industry
by way of providing attractive incentives and concessions in the form of long term loans,
liberal import licenses and tax relief, cash grants for construction and renovation of
buildings, and similar other concessions to the accommodation industry.
The United Nations Conference on International Travel and Tourism held in Rome in 1963
considered, in particular, problems relating to means of accommodation. The Conference
acknowledged the importance of means of accommodation, both traditional (hotels,
motels) and supplementary (camps, youth hostels, etc.) as incentives to international
tourism. The Conference recommended that governments should consider the possibility
of including projects, and particularly those relating to accommodation, on the list
of projects eligible for loans from industrial or other corporations, and that, where
required; they should establish special financial corporations for tourism. It also has
recommended that governments should give sympathetic consideration to the possibility of
granting special facilities and incentives for accommodation projects.
According to the WTO Report on 'The Development of the Accommodation Sector, tourist
accommodation is used to denote the facilities operated for short-term accommodation to
guests, either with or without service, against payment of and according to fixed rates. For
the purposes of classification, all tourist accommodations have been divided into the
following groups:
(i) Hotels and similar establishments (the hotel industry proper) and,
(ii) Supplementary means of accommodation.
The first group usually includes hotels, motels, boarding houses and inns, while the second
includes registered private accommodation (rented rooms, apartments, and houses),
camping / mountain huts and shelters as well as health establishments, that is
Accommodation sanatoria and convalescent homes. Operation
Present Day Hotels
The concept and the format of hotel have changed a great deal over the years. There are
different types of hotels ranging from international hotels to resort hotels catering to the
increasing and diversified demand of the clients. The size, the facade, architectural features
and the facilities and amenities provided differ from one establishment to another. In
addition, the landscape in a particular destination area also greatly influenced the
architectural features of a hotel. The following are the main types of hotels:

i) International Hotels
ii) Commercial Hotels
iii) Residential Hotels
iv) Resort Hotels
v) Floating Hotels
vi) Palace Hotels
vii) Capsule Hotels
viii) Heritage Hotels
ix) Guest Houses
10.4 DEVELOPMENT AND GROWTH OF HOTEL INDUSTRY IN INDIA
Hotel Industry in Medieval Period
In India too the development of hotel industry is closely linked to travel. In India, travel
was mainly on animals (mule, horse and camel). For rest during their travel at strategic
points Dharmashalas, Sarais, Chaupals of Panchayats, Choultry (in South India) and
temples and religious places were provided by rich people such as Rajas, Kings,
Zamindars, etc. Usually free accommodation and food for travelers was given. During this
period it was mandatory for the state authorities to provide food and shelter to the wayside
traveler.
Mussafir Khanas and Sarais
These developed during the period of Muslim Emporers. Many famous and well known
musafir khanas and sarais were established in the Sindh province during the Arab
occupation, and also at Peshawar and Lahore. Delhi has always been traditionally
hospitable, and we find overwhelming evidence of this in the innumerable sarais and rest
houses in this ancient city. As per Shiab-al-din Alumrai there were 2000 Khangabs and
sarais in Delhi and its suburbs. Most of these have not survived. Some of the famous sarais
in Delhi are Qutub Sarai, Ladha Sarai, Lado Sarai, Sarban Sarai, Daud Sarai, Kallu Sarai,
Arab ki Sarai, Sheikh Sarai
Sarais started developing into inns and western style hotels with the coming of Britishers in
important cities like Calcutta (Kolkata) and Bombay (Mumbai).

As early as the 18 century, there were excellent inns

Introduction to Hotels th
(taverns) in India. Some famous inns were: Portuguese Georges, Parsee Georges and Paddy
Georges. Some famous hotels of that time: Albion Hotel, victory Hotel, Hope Hall, etc.
Emergence of Hotels in India
Pallanjee Pestonjee (1840) started the first luxury-hotel in Bombay. It was famous for its
excellent cuisine, beers and wines and its excellent management. Auckland Hotel (1843)
was established in Calcutta. Later it was renamed as Great Eastern Hotel in 1858 and later
renovated at a sum of Rs.10 lacs. Esplanade Hotel (1871) was built in Calcutta by John
Wakson (Britisher), a silk drapery merchant (also believed to be an architect and builder).
The hotel had 130 rooms. Later, some Swiss and other families also owned hotels in
India. One such example was Hotel Fonseca in New Delhi which was later demolished and
Hotel Taj Mahal at Mansingh Road was built, there.
In 1903, JRD Tata constructed the Taj Mahal Hotel in Bombay. It was the first hotel of
international standards and repute, built by an Indian for Indians.
Hotels and Policies of Indian Government
The Government realized the importance of tourism in 1962 when there was a drop in
tourist arrivals. To upgrade the hotel industry, incentives were offered by the Department
of Tourism (DOT). Hotel Corporation and Tourism Corporations were established. Ashoka
Hotel Ltd. was constructed in, 1956 in a record time of one year. Later, the Union Ministry
of Housing and Welfare constructed 3 hotels: Lodhi Hotel, Hotel Janpath and Ranjit Hotel.
The Dewan Chaman Lall Committee was set up by the Govt. of India (Hotel Standard and
Rate Structure Committee) to:
1) Lay down criteria for classification of hotels in view of international standard.
2) Suggest guidelines for the promotion of tourism to India and within India.
3) Suggest improvements on the existing arrangements and availability of (sources for the
promotion of national and international tourism.
4) Suggest a rate-structure keeping in view the existing price structure in hotel industry.
Till 1963 hotels were mainly run by private operators and only rest houses and tourist
bungalows were run by the Department of Tourism. Hotels at Puri, Aurangabad and Ranchi
were traditionally rum by the Railways and State governments. The State government also
ran hotels at Brindaban-Mysore.

Formation of Three Corporations and ITDC Accommodation Operation

In 1964 three corporations were set-up by the Government of
India, viz.
1. India Tourism & Hotel Corporation,
2. India Tourism Corporation Ltd. and
3. India Tourism & Transport Corporation.
On 24th September 1966, the Government of India decided to merge these corporations
and promulgated "India Tourism Corporation Amalgamation Order" 1966" and formed a
new corporation-India Tourism Development Corporation (ITDC) with an authorized
capital of Rs. 5 crores. Soon ITDC took over tourist "bungalows at:
i) Mahabalipuram, Thanjavur, Madurai and Tiruchirapalli (Tamil Nadu)
ii) Bijapur and Hassan (Karnataka)
iii) Khajuraho, Sanchi and Mandhu (Madhya Pradesh)
iv) Kullu and Manali (Himachal Pradesh)
v) Bodhgaya (Bihar)
vi) Bhubaneshwar (Orissa)
vii) Rashi Nagar (Uttar Pradesh)
viii) Ghana (Rajasthan).
10.5 CATEGORY OF HOTELS
10.5.1 International Corporate Hotels
These are large chains, which are almost household words in the industry, such as Hilton,
Inter-Continental, Hyatt, Holiday Inn, Sheraton, etc. Some of the groups are a combination
of company owned, franchise and management contract operations while others are entirely
owned by an individual or a company. Their main features include standardization of
service, facilities and price, and many chains endeavor to operate a hotel in most major
capitals throughout the world. Major International Hotel Chains are:
Chain Rooms Properties
Holiday Inn
Best Western
Days Inn
Marriott
Hilton
Sheraton
Ramada
Motel 6
Comfort Inn
Hyatt

Howard Johnson
Radisson

10.5.2 National Hotel Companies

Some countries have national hotel companies, which operate hotels at home and abroad,
such as, the Taj and Oberoi hotel groups. These are both Indian companies which are well
known outside India.
10.5.3 Small Hotel Groups
Not all groups of hotels are large or widely dispersed. Some companies own a group,
which may consist of no more than four to five hotels, and they may be confined to a
particular area such as the beach resorts.
10.5.4 Independent Hotels
These are hotels which" are privately owned or independent of any company. Many guests
enjoy staying at an establishment of this type because of the individuality of the operation.
Classical example will be Casino-cum-hotels of Los Vegas, Nevada, Macau-off China,
Genting Highlands of Malaysia and others.
10.5.5 Hotel Consortia
Independently owned hotels form a liaison which provides them with the advantages of
shared advertising costs, bulk purchasing and referral of bookings. The guest has the
advantage of knowing each hotel in the consortium will be of similar standard and price.
Best Western Hotels is an example of worldwide network of
independently owned hotels.

10.6 MAJOR HOTEL GROUPS IN INDIA

Many small and big Indian hotel groups are operating in various parts of India. Some of
them are given below. Apart from India, some international hotel chains such as Sheratan,
Hilton, Ramada, Sofitel, Meridien, Hyatt and Mariott are either operating or planning to
operate in India on franchise basis.
1. Welcome Group It is the hotel division of ITC Ltd. The logo represents a traditional
Indian welcome in the form of Namaste in an open doorway with the slogan Nobody
gives you India like we do." The motto of Welcome Group is "We enjoy people" Welcome
Group has hotels in various cities such as Agra, Delhi, Aurangabad, Jaipur, Goa, Gwalior
etc.
2. Oberoi Hotels Rai Bahadhur M.S. Oberoi established Oberoi Hotel Pvt. Ltd. in 1946.
Many hotels like Oberoi Intercontinental in August 1965 in New Delhi and Oberoi
Sheraton in 1973 in Bombay was added. It is now one of the largest and reputed hotel
chains of India

3. Hotel Ambassador It is one of the flagship hotel belonging to Lala Ram Parshad who
is considered as one of the pioneers of the Hotel Industry in India (now managed by Taj
Hotel in Delhi).
4. U.P. Hotels and Restaurants Ltd Famous as Clarke's Group of Hotels, it was
established on 13th February, 1961. It started with its flagship hotel Clarke Shiraz Agra.
Later hotels Clarkes Awadh, Clarkes Amer, and Clarkes Varanasi at Lucknow, Jaipur
and Varanasi, respectively, were added to this chain.
5. Ritz Chain A chain belonging to R.N. Kapoor family with hotels at Mumbai,
Hyderabad, Kolkata and Coonoor (in South India). Specialized in Italian cuisine.
6. Spencers Started hotel business in 1912 in Calcutta. Purchased Connimera Hotel in
Madras and opened West End in Bangalore, Malabar at Cochin and Trivandrum, Blue
Mountains at Kotagiri in 1942 and Savoy in Ooty in 1943. Vegetarian hotels in Madras
(Geetha, Ashoka and Ajanta) and Hotel Arakua in Bangalore.
7. Sinclairs A chain of hotel operating in eastern part of the country with hotels at
Darjeeling and Takadah.
8. Hotel Corporation of India (HCI) A corporation set up in 1971. It started with its
first hotel at Bombay in 1974. Later hotels in Delhi, Srinagar, Rajgir etc. were added to this
group.
9. Leela Group It has hotels at Mumbai and Goa
10. Asian Hotels: The group has tied up with Hyatt chain and has two hotels in Delhi. It
plans to have property in Jaipur and Agra.
11. Apeejay Surendra Group It started with its first hotel Park Calcutta in 1967. Later a
large hotel was added in Delhi, and Resort hotel at Visakhapatnam was added to the group.
12. J.P. Hotels The group has hotels in Delhi, Agra and Mussoorie.
13. Palaces Converted into Hotels
i) Maharaja Hari Singh Palace was the first to be converted into Oberoi Hotel.
ii) Maharaja of Jaipur converted his palace Ram Bag to Hotel.
iii) Maharaja of Udaipur was third in line (Taj) Lake Palace in Pichola Lake.
iv) Later Jodhpur Palace (Oberoi), Jaisalmer Palace and Bikaner Palace were also
converted into hotels.
v) Lakshmi Vilas Palace of Jaipur (of Majaraja Bhupal Singh). Ushakiran Palace of
Gwalior.
vi) Hotel Jai Mahal Palace, Jal Mahal and Raj Mahal Palace in Jaipur are also converted
or being converted to hotels.
vii) Chamundi Hill Palace has also been converted to a hotel.
viii) Lalitha Mahal Palace of Mysore is a tourist hotel. Halcyon Castle of Travancore

Maharaja is also converted into a hotel.

ix) Bolghathy Palace near Cochin Port (Residence of former British Resident of
Southern States) is also converted into a hotel.
10.7 HOTEL AS A SERVICE PROVIDER IN THE MODERN DAY
Gone are the days when people looked upon a hotel for a bed and food. Now it provides
almost everything that a guest needs. Hotels have become service providers for the guests
in all possible ways. Competition has set into providing these services in order to
woo the guests. Every big hotel chain / group has been spending crores of rupees in order
to stay in this race.
Different services are rendered by the hotels, viz. Banquets, convention centers, exhibition
centers, restaurants, catering service, secretarial services, corporate services, money
changers, travel desk, butler service, valet service, internet service, facility for sports
and games, massage parlour, health club, gym, shopping arcade, swimming pool, tourist
limousines, airport service, etc.
These services are either wholly owned and run by the hotel, or owned by hotel and run on
franchise by experts in the field, or owned & run by outsiders but attached to the hotels.
These services complement each other and also help in improving the occupancy rate of the
hotels.
1. Banquet Hotels provide wide range of banquet menus. Weddings, parties, business
gathering all of which help in improving food sales and also work in attracting new
customers.
2. Convention Center Meetings, seminars, conventions and other social gatherings are
arranged which in turn attract group bookings, good occupancy and
food service.
3. Restaurant Restaurants serving different speciality cuisine like Chinese, Korean,
Italian, Continental, Mexican, Indian (South Indian, Mughalai etc.) are set up by hotels
with the interiors suiting those places are run to cater to the different tastes of domestic as
well as international tourists. Catering services are also undertaken at off-campus locations.
4. Secretarial Service This is an essential service for corporate clients. The CEOs, M.Ds
and Chairpersons of different companies need this arrangement for expediting their notes,
letters and agreements, communications etc.
5. Corporate Service This works as an extension to the corporate offices of the clients.
All the services needed for handling corporate affairs are provided to make the corporate
guest feel at office away from his office. Internet Service is the latest addition to the
corporate service list. This is available even in small and medium sized hotels. The guest
can connect his laptop to this service and perform his regular work / tasks.

6. Money Changers Where there is high proportion of foreign tourists / visitors, there
will be the need of money changing service. Here the hotel exchanges the foreign currency
for local currency. However it cannot sell foreign currency. This service must function as
per the foreign exchange rules and guidelines of the Reserve Bank of India from time to
time.
7. Travel Desk Provides car rental services, air & train ticketing and looks after the other
travel needs of the guest. In some hotels Concierge looks after this service too.
8. Butler Service A personalised service provided to the guest and his visitors exclusively.
He provides the food and beverage and also wine service, looks
after the visitors to the guest and helps in keeping the room tidy from time to time and also
arranges the wardrobe for the guest.
9. Valet Service Also a personalised service, but limited to help at car parking and
laundry facility etc. in hotels.
10. Health Club and Sports and Games This is provided not only in resort or leisure
hotels but also in down town & commercial hotels. The present corporate guest even
though a busy person wants some time out for himself for health and pleasure reasons.
Health club, Spa, Gym, Message Parlour, Swimming pool, billiards, bowling ally, tennis
court, mini golf course are some of the popular facilities. In some parts of our country
health tourism has picked up at places like Himachal Pradesh and Kerala where health spas
and ayurvedic treatments are provided. The tourist on vacation can go back a rejuvenated
person.

1. Define hospitality.
2. What are the two main segments of hospitality industry?
3. How Encyclopedia Britannica defines a hotel?
4. What are taverns?
5. List the main types of present day hotels.
6. List some of the tourist bungalows of ITDC.
7. Name some of the cities where you could find the hotels of
Welcome Group.
8. What are the facilities and the services that are provide by the
present day hotels?

KEY WORDS
Pilgrims A religious devotee who journeys to a shrine or sacred place
Dormitory A room providing sleeping quarters for a number of persons
Tollgates A gate barring passage to a road, tunnel, or bridge until a toll is collected
Sanatoria A resort for improvement or maintenance of health, especially for convalescents.
Also called sanitarium.
Valet An employee, as in a hotel or on a ship, who Introduction to Hotels performs
personal services for guests or passengers
Spa A resort providing therapeutic baths.

LESSON 11
CLASSIFICATION OF HOTELS
CONTENTS
11.0 Aims and Objectives
11.1 Introduction
11.2 Classification of Hotels
11.2.1 Classification According to
Facilities and Amenities
11.2.2 Classification According to Star Ranking
11.2.2.1 Five Star Category
11.2.2.2 Four Star Category
11.2.2.3 Three Star Category
11.2.2.4 Two Star Category
11.2.2.5 One Star Category
11.2.3 According to Ownership and Management
11.2.4 According to Type of Plan (Tariff Pattern)
11.2.5 According to Size
11.2.6 According to Visitors Stop-Over
11.2.7 According to its Relationship with Transport
11.2.8 According to Type of Patronage
11.2.9 According to Length of Operating Period
11.2.10 According to Location
11.2.11 According to Purpose
11.3 Rates and Meal Plan
11.3.1 Tariff Based on Room Category
11.3.2 Tariff Based on Bedding
11.3.3 Tariff Based on Special Rates
11.3.4 Tariff Based on Meal Plan
11.4 Hotel Guests
11.4.1 Guest Classification

11.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Various classifications of hotels
Rates and meal plan
Hotel guests.
11.1 INTRODUCTION Accommodation Operation Development in the field of
transportation, communication and increase in population had effect on the growth, type
and location of hotels and supplementary accommodation. To day, we find many hotels and
catering establishments of varied character, size and nature operating in different cities and
tourist centers. Classification of these hotels and supplementary units within the
industry is a complicated task.
Hotels are of various types depending on number of factors like the nature and facilities
offered, size, location etc. Classification in the real sense separates accommodation into
different categories or class on the basis of objective criteria, for example, by the type of
accommodation, such as hotels, motels, tourist lodges, holiday camps etc. It seeks to
present information about tourist accommodation units in a form, which enables the user to
find information he requires. Information thus obtained will help to compare with identical
classification and thus, separates accommodation according to physical features.

11.2 CLASSIFICATION OF HOTELS

In a system of classification, hotels are ideally grouped into reasonably homogenous
sections according to their important general characteristics. Any classification of the
industry into its component sections is bound to be rough one as has been observed that
hotels and catering services are in joint demand. Therefore, an attempt is made here to
create such groups of undertakings which only share some common characteristics.
Hotel is an establishment selling service: food, drink and shelter. The value and the
potentiality of a hotel are assessed by the size, location, number of rooms and other
revenue earning points it possesses. The classification of hotels within the industry is a
complicated task. Hotels can be classified on different basis.

11.2.1 Classification According to Facilities and Amenities

Based on the facilities and amenities provided by a hotel, they are generally classified into
five main types:

1. Economy / Limited Service Hotels - These types of hotels provide efficient, clean,
private rooms with attached bath. The furnishings and decor are moderate. Initially these
hotels did not have telephones or television in the rooms; but now most of them have it.
Food and beverage service may not be available, and bell attendants, door attendants and
concierge facilities are absent. To maintain these economy hotels, they are located on
inexpensive real estate areas and constructed at relatively low cost. Operating costs are kept
low by eliminating food and beverage service and employing minimum staff to service the
guests.
2. Mid-Market Hotels - The modem mid-market hotel is a descendant of the first
commercial hotel, offering comfortable accommodation with private baths, on-premises
food and beverage service and uniformed bell staff. These hotels, also called standard or
tourist class hotels, offer above average luxury and comfort, professionally designed decor
and may also have scenic views or advantageous locations.
3. All-suite Hotels - The all-suite hotel was invented to compete with first-class hotels
by offering above-average facilities at mid-market rates. A typical all suite hotel offers
separate sleeping and living areas, along with other benefits like a kitchenette and a
stockedbar. Some hotels offer food and beverage service and employ bell staff. A variation
of the all-suite hotel, the condominium hotel is a fully equipped apartment complex that
rents accommodations for a short period. A typical condominium hotel is located in a
resort area and marketed as an alternative to full-service hotels.
4. First-Class or Executive Hotels - A typical first-class hotel is luxurious or semiluxurious, with exceptional comfort and decor, highly trained staff and above average food
and beverages. These hotels are also referred to as executive or superior hotels, often
having luxury suites, two or more dining rooms and a cocktail lounge. Many
accommodations have excellent views, refrigerators and fully stocked bars.

5. Luxury or Deluxe Hotels - These hotels represent the highest standard of

excellence in the level of luxury and comfort, cleanliness and efficiency, staff
specialisation, competence and courtesy, diversity and quality of food and beverage
service. A typical deluxe hotel has at least 10% of its space reserved for luxury suites, two
or more dining rooms, usually a gourmet-style dining room, and a family-style restaurant.
Most of these hotels have excellent views, location and ambience. Some hotels offering a
very high level of luxury are referred as grand-deluxe.
11.2.2 Classification According to Star Ranking
The Department of Tourism classifies functioning hotels under the star system, into five
categories from 1-star to 5-star. For this purpose a permanent Committee, the Hotel and
Restaurant Approval and Classification Committee (HRACC) has been set up which
inspects the applicant hotels to assess their suitability or otherwise for award of the star
category applied for. Based on the recommendations of the HRACC, deserving hotels are
awarded the appropriate star category and are placed on the approved list of the
Department. Approved hotels become eligible to various fiscal reliefs and benefits. The
Department intercedes on behalf of such hotels whenever necessary to ensure that their

needs get priority consideration from various concerned authorities. These hotels also get
worldwide publicity through tourist literature published by the Department of Tourism and
distributed by the Government of India Tourist Offices in India and abroad. Approved
hotels become eligible

for obtaining foreign exchange for their import of essential equipment Accommodation
and provisions and for their over seas advertising, publicity and Operation promotion
under the Hotel Incentive Quota Scheme.
To be eligible to apply for classification, a functioning hotel must fulfill the following
minimum basic requirements:
i) The hotel must have at-least 10 lettable bedrooms.
ii) All rooms should have proper ventilation and ceiling fans.
iii) Carpet areas in respect of rooms and areas of bathrooms should by and large adhere to
the following limits prescribed:
Failure to satisfy these conditions will disqualify a hotel for consideration. The general
features, facilities and services expected of hotels in the different star categories are broadly
described here:
Category of Hotel Area Standards
5-Star / 5-Star Deluxe Hotels ( Fully Air conditioned )
Double Room 200 sq.ft
Single Room 180 sq.ft
Bathrooms 45 sq.ft
4-Star & 3-Star Hotels (Air-conditioned/ Non- A/c)
Double Room 140 sq.ft
Single Room 120 sq.ft
Bathrooms 36 sq.ft (Extra area may be provided if twin beds are to be provided)
2-Star & 1-Star Hotels (Air-conditioned / Non- A/c )
Double Room 120 sq.ft
Single Room 100 sq.ft
Bathrooms 30 sq.ft or subject to local bylaws
Note: All rooms should have proper ventilation and ceiling fans
11.2.2.1 Five Star Category
General Features - The facade, architectural features and general construction of the hotel
building should have the distinctive qualities of a luxury hotel of this category .The
locality, including the immediate approach and environs should be suitable for a luxury
hotel of this category and there should be adequate parking space for cars. The hotel
should have at least 25 lettable bedrooms, all with attached bathrooms with long bath or the
most modern shower chambers. All public rooms and private rooms should be fully airconditioned and should be well equipped with superior quality carpets, curtains, furniture,

fittings etc., in good taste. It would be advisable to employ the services of professionally
qualified andexperienced interior designers of repute for this purpose. There should be an
adequate number of efficient lifts in the building more than two stories (including the
ground floor) with 24 hours service. There should be a well-designed and properly
equipped swimming pool. There should be a well-designated lobby and ladies' and
gentlemen's cloakroom equipped with fittings and furniture of the highest standard.
Facilities - There should be a reception, cash and information counter attended by highly
qualified, trained and experienced personnel and conference facilities in the form of on
eeach or more of the conference rooms, banquet halls and private dining rooms. There
should be bookstall, beauty parlor, barbershop, recognised travel agency, florist and a shop
for toilet requisites and medicines on the premises. There should be a telephone in each
room and telephone for use of guests and visitors and provision for a radio or relayed music
and a TV set in each room. There should be a well-equipped, well-furnished and wellmaintained dining room / restaurant on the premises and wherever permissible by law,
there should be an elegant, well equipped bar / permit room. The kitchen, pantry and cold
storage should be professionally designed to ensure efficiency of operation and should be
well equipped.
Services - The hotel should offer both International and Indian Cuisine and the food and
beverage service should be of the highest standard. Glassware, cutlery, silver, tablewear
and all necessary accessories should be of best quality and standard. There should be
professionally qualified, highly trained, experienced, efficient and courteous staff in smart,
clean uniforms, and the staff coming in contact with guests should understand English. The
supervisory staff knowing at least one continental language should be rotated on duty
at all times. There should be 24-hour service for reception, information and telephones.
There should be provision for reliable laundry and dry cleaning services. Housekeeping,
at the hotel, should be of the highest possible standard and there should be
plentiful supply of linen, blankets, towels etc., which should be of the highest quality
available. Each bedroom should be provided with a good vacuum jug/ thermos flask with
ice cold boiled drinking water except where centrally chilled purified drinking water is
provided. There should be a special restaurant / dining room where facilities for dancing,
orchestra are available.
11.2.2.2 Four Star Category
General Features - The facade, architectural features and general construction of the
building should be distinctive and the locality including the immediate approach and the
environs should be suitable for a hotel of this category. There should be adequate parking
facilities for cars. The hotel should have atleast 25 lettable bedrooms all with attached
bathrooms. At least 50% of the bathrooms must have long baths or the most modern
shower chambers, with 24-hour service of hot and cold running water. All public rooms
and private rooms should be fully air conditioned and should be well furnished with
carpets, curtains, furniture, fittings etc, in good taste. It would be advisable to employ the
services of professionally qualified and experienced interior designer of repute for this
purpose. There should be an adequate number of efficient Accommodation lifts in building
of more than 2 stories (including the ground floor). Operation There should be a welldesignated lobby and ladies: and gentlemen's cloakrooms equipped with fittings of a
standard befitting a hotel of this category.

Facilities - There should be a reception, cash and information counter attended by trained
and experienced personnel. There should be a bookstall, recognised travel agency, money
changing and safe deposit facilities and a left luggage room on the premises.
There should be a telephone in each room for the use of guests and visitors and provision
for a radio or relayed music in each room. There should be a well-equipped, well-furnished
and well-maintained dining room / restaurant on the premises and wherever permissible
by law, there should be an elegant, well-equipped bar / permit room. The kitchen, pantry,
cold storage should be professionally designed to ensure efficiency of operation and should
be well equipped.
Service - The hotel should offer both international and Indian cuisine and food and
beverage service should be of the highest standards. There should be professionally
qualified, highly trained, experienced, efficient and courteous staff in smart, clean uniform
and the staff coming into contact of the guests should possess good knowledge of English.
It will be desirable for some of the staff to possess knowledge of foreign language and staff
knowing at least one continental language should be rotated on duty at all times. There
should be 24 hours service for reception, information and telephones. There should be
provision of reliable laundry and dry cleaning services. Housekeeping at the hotel should
be of the highest possible standard and there should be plentiful supply of linen, blankets,
towels etc. that should be of the highest quality available. Similarly, the cutlery and
glassware should be of the highest quality available. Each bedroom should be provided
with a vacuum jug (flask with ice cold, boiled drinking water. There should
be a special restaurant / dining room where facilities for dancing, orchestra are provided.
11.2.2.3 Three Star Category
General Features - The architectural features and general construction of the building
should be of a very good standard and the locality, including the immediate approach and
environs should be suitable for a very good hotel and there should be adequate parking
facilities for cars. The hotel should have at least 20 lettable bedrooms all with attached
bathrooms with bath tubs and / or showers and should be modern in design and equipped
with fittings of a good standard with hot and cold running water. At least 50% of
the rooms should be air-conditioned and the furniture and furnishings such as carpets,
curtains, etc., should be of a very good standard and design. There should be adequate
number of lifts in the building with more than two stories (including the ground floor).
There should be a well furnished equipped lounge and separate ladies and gentlemen's
cloak rooms equipped with fittings of a good standard.

Facilities - There should be a reception and information counter attended by qualified

and experienced staff and a bookstall, recognised travel agency, money changing and safe
deposit facilities on the premises. There should be a telephone in each room (except in
seasonal hotels where there would be a call bell in each room and a telephone on each floor
for the use of hotel guests) and a telephone for the use of guests and visitors to the hotel.
There should be a well-equipped and well-maintained air-conditioned dining rooms /
restaurant and where ever permissible by law, there should be a bar / permit room. The
kitchen, pantry and cold storage should be clean and organised for orderliness and
efficiency.
Service - The hotel should offer good quality cuisine both Indian as well as continental
and the food and beverage service should be of good standard. There should be qualified,
trained, experienced, efficient and courteous staff in smart and clean uniforms and the
supervisory staff coming in contact with the guests should understand English. The senior
staff should possess a good knowledge of English. There should be provision for laundry
and dry cleaning service. Housekeeping at the hotel should be of a very good standard and
there should be adequate supply of linen, blankets, towels etc., of good quality. Similarly,
cutlery, crockery, glassware should be of good quality. Each bedroom should be provided
with vacuum jug / thermos flask with cold boiled drinking water. The hotel should provide
orchestra and ball room facilities and should attempt to present specially choreographed
Indian Cabarets.
11.2.2.4 Two Star Category
General Features - The building should be well constructed and the locality and environs
including the approach should be suitable for a good hotel. The hotel should have at least
10 lettable bedrooms of which at least 75% should have attached bathrooms with showers
and a common bathroom for every four of the remaining rooms anshould be with modern
sanitation and running cold water with adequate supply of hot water, soap and toilet
papers. 25% of the rooms should be air-conditioned (where there should be heating
arrangements in all the rooms) and all rooms must be properly ventilated, clean, and
comfortable with all the necessary items of furniture. There should be a well-furnished
lounge.
Facilities - There should be a reception counter with a telephone. There should be a
telephone or call bell in each room and there should be a telephone on each floor unless
each room has a separate telephone. There should be a well-maintained and well-equipped
dining room / restaurant serving clean, wholesome food and a clean, hygienic and wellequipped kitchen and pantry.
Service - There should be experienced, courteous and efficient staff in smart and clean
uniforms. The supervisory staff coming in contact with guests should understand English.
There should be provision for laundry and dry cleaning services. Housekeeping at the hotel
should be of a good standard and good quality linen, blanket, towels etc., should be
provided. Similarly, crockery, cutlery and glasswares should be of a good quality.

11.2.2.5 One Star Category

General Features - The general construction of building should be in a good locality and
environs, including immediate approach should be suitable. The hotel should have at least
10 lettable bedrooms of which at least 25% should have attached bathrooms with a
common bathroom for every four of the remaining rooms. At least 25% of the bathrooms
should have western style W/Cs. All bathrooms should have modern sanitation and
running cold water with adequate supply of hot water, soap and toilet paper. The rooms
should be properly ventilated and should have clean and comfortable bed and furniture.
Facilities - There should be a reception counter with a telephone and a telephone for the
use of guests and visitors. There should be a clean and moderately well equipped dining
room / restaurant serving clean, wholesome food and there should be a clean, wellequipped kitchen and pantry.
Service - There should be experienced, courteous and efficient staffin smart and clean
uniforms and the senior staff coming in contact with guests should possess working
knowledge of English. Housekeeping at the hotel should be of a good standard and clean
and good quality linen, blankets, towel, etc., should be supplied. Similarly, crockery,
cutlery and glassware should be of good quality.
11.2.3 According to Ownership and Management
1. Independent Hotels (hotel consortia / cooperation) - These hotels are on ownership
basis and do not have any affiliation or contract through any other property. And also they
do not have any tie-up with any other hotels with regards to policy, procedures and
financial obligations. The advantage in this type of hotel is that they need not maintain a
particular image and they are not bound to maintain any set targets, but can independently
adapt quickly to the changing trends.
2. Chain / Group Hotels (public owned / franchise) - There are many single owner
hotels, yet more and more hotels and motels are now getting affiliated to each other. This
gives them the advantage of a large central organization providing reservation system,
management services, financial strength, expertise, manpower specialities, merchandises
and promotional help.
3. Management Contractual Hotel is another type of chain organization which
manages properties owned by other
individuals or partners. The contract is entered on long term basis between the owner and
the operator and usually as per the contract:
owner retains the legal and financial responsibilities
operator pays for the operating expenses and collects from the owner an agreed upon
fees
owner is responsible for paying taxes, insurance and servicing debt. 160

11.2.4 According to Type of Plan (Tariff Pattern)

1. European Plan - In this case only the lodging i.e. bed is offered. Thus the charges are
made for lodging only. The guest is free to take or not to take teas, breakfast, and meals
in the hotel. He has a choice of eating out at any other good restaurant. The guest is booked
to pay for lodging only and is charged separately for all other things or services he enjoys
or consumes. This system is generally followed by youth hostels or hotels which are
situated in metropolitan cities. In India most of the hotels are being run on European plan.
Almost all the public sector hotels are run on this basis.
2. Continental Plan - In the case of continental plan, bed and breakfast are included in
the tariff charges. Thus bed is offered along with breakfast and the guest is, however, free
to take his meal and tea as he likes. Thus the guest tariff includes lodging and bed and
breakfast and for other he is separately billed.
3. American Plan - Hotel where American plan is prevalent, boarding and lodging is
provided in the charge. The tariff fixed includes board and lodging. It is an all inclusive full
board tariff. Accommodation and three meals daily are included in the price of the room. It
includes bed, breakfast and two principal meals and evening tea. It does not include EMT
or coffee after lunch, or dinner. The needs are usually 'table d'hote menu'. It is also known
as 'full pension'. This analysis is mostly used at those tourist resorts, which are not situated
in big cities.
4.
Modified American Plan The tourists mostly prefer this plan, as it is
comparatively more flexible. It is offered in most of the good hotels and is normally by
arrangement. It includes hotel accommodation, breakfast and either lunch or dinner in
the price of the room. Thus, in this type of accommodation bed and breakfast and along
with it one principal meal, lunch or dinner at the discretion of the guest is also included. It
generally includes continental breakfast and either 'table dhte lunch or dinner in the room
rates. It is also known as 'demi-pension'. It has been observed that the Indian style local
hoteIs in India follow the European plan. However, and the western style hotels
operatingin India which cater the foreign tourists, operates on the American plan.
11.2.5 According to Size
Classification is made based on the number of lettable rooms. It can be indicated either by
rooms as is done in America or by the number of beds as is done in Europe.
Small hotels: 25 rooms or less
Average hotels: 25 rooms to 90 rooms
Above average hotels: 80 rooms to 250 rooms
Large hotels: 250 rooms and above

11.2.6 According to Visitors Stop-over

1. Residential Hotels - Residential hotels are also called as apartment hotels or
apartment house. Room in a residential hotel is sold on a monthly or yearly basis. Rooms
may be furnished or unfurnished, single or suite. Almost all residential hotels operate a
restaurant, offer telephone service, laundry and valet service. Advance rents are usually
collected while other charges are billed weekly. These types of hotels normally operate on
European plan. Recent developments in this area include cooperative hotels and
condominiums in which the tenants own the apartment and pay the management a fee for
maintenance.
2. Semi Residential Hotels - These hotels provide accommodation to guests on weekly
or monthly basis like residential hotels as well as on per day basis like transient hotels.
Reduced rates are provided to long staying guests. Transient guests who want to take
advantage of reduced rates for longer stay also come to such establishments.
3. Transient / Transit Hotels - Hotel guests who fall under the category of transient
guests are those who are en route guests i.e. who are in the process of moving from one
destination to another and stop at the hotel for a short period of time as against a terminal
guest who has reached his final destination. Hence hotels, which cater to a transient /
transitguest are called transient hotels. They find their origin in olden days inns. Examples
of transient hotels are motels, motor hotels, airport hotels etc.
4. Resort Hotels - Resort hotels are located at resort places such as islands, exotic
locations, hill stations, beaches and health resorts and spas i.e. summer resorts, winter
sports resorts and all season resorts etc. with breathtaking beauty and typical scenery.
People go to these places for relaxation, to enjoy themselves, and to get away from the
hectic and demanding city life or for health reasons away from hectic city life or to pursue
a specific interest / activity.
11.2.7 According to its Relationship with Transport
1. Motels - Motels, motor hotels and motor courts are designed to serve the needs of
motorists. They must provide car parking, garage, accommodation, rest facilities and
recreational facilities and hence motels are generally equipped with filling stations,
motorgarage, service stations, accessories, elevator service to automobile entrants,
restaurants etc. The tariff is very low as compared to city hotels. They have easy access
from highways, being located on highways or at road junctions. Motel accommodation is
ranked with hotels in general in many countries.

2. Railway Hotels - These type of hotels are located near the railway stations. These
hotels provide temporary lodging and food to the railway passengers. Mostly owned by
the railway authorities.
3. Airport Hotels - The location of airports far away from cities, the growth of the
airline industry, the increase in air traffic and the postponement or cancellation of flights
has made the airlines companies responsible to take care of hundreds of transit passengers
and built the hotels near the airports. The glaring example of such hotels is the Centaur
Hotel at Delhi and Bombay owned by Hotel Corporation of India, a, subsidiary of Air
India. These hotels get business from other travelers who require a place to rest while
waiting for connecting flights. Many travelers prefer to arrive at the airport the night before
and get a good night rest at these airport hotels. In addition to room, restaurant facilities,
coffee shop and main dinning room, most hotels have added banquet and meeting rooms to
attract the social functions and meetings from companies located nearby, in order to run
their business profitably. In most of the big cities these hotels are favorite location for area
meetings, as it result in saving in taxi fares and times.
4. Floating Hotels - This type of hotels are located on the surface of water such as sea,
lake etc. Such hotels provide exclusive and exotic atmosphere. All the facilities of a first
class hotel are there in this category of hotels. In many countries old luxury ships have been
converted into floating hotels. In India in Kashmir valley, houseboats are used as first class
luxury hotels. They provide wonderful experience to a tourist. The First Floating Hotel of
India, a Rs. 31 crore hotel with four storeys, will be operational in Kolkata very soon. The
hotel with acoffeeshop and 73 rooms and three suites can be called as the First Floating
Hotel of India.
11.2.8 According Type of Patronage
o
o
o
o
o
o

Hotels catering to women only

Hotels catering to families only
Hotels catering to commercial men only
Hotels catering to high society or affluent category only
Hotels catering to retired people only
Hotels catering to students only

11.2.9 According to Length of Operating Period

o Seasonal hotels
o Two-seasonal hotels
o Year around hotels

11.2.10 According to Location

o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o

Resort hotels
Suburban hotels
Airport hotels (Airtel)
Sea side hotels or Beach hotels or Coastal hotels
Transient hotels
Country hotels
Floating Hotels
City hotels
Highway hotels
Town center hotels (down-town hotels)
Space resorts
Hill or mountain hotels
Ski resorts / Ski lodges
Boatels
Hotels
Inland hotels

11.2.11 According to Purpose

o
o
o
o
o
o
o
o
o
o
o

International hotels
Commercial hotels.
Hostels
Business hotels
Holiday hotels
Transient hotels
Resort hotels
Motels
Inns
Clubs
Convention hotels

11.3 RATES AND MEAL PLAN

The main source of income for a hotel is by the sale of room space. In the hotel industry,
all rooms are not the same. There are various types of rooms depending on the size,
location and category of the hotel. The types of and rates of rooms not only differ from
hotel to hotel but also within the hotel, depending on real estate and construction costs. The
level of luxury and the type of bedding also determines the room rate to be charged.
Various terms, codes and descriptions have been created by various hotels worldwide to
represent room tariffs and types. In the past it was difficult as different hotels used different
codes. Due to computerisation the room types and codes have become standardised.

Normally, hotels have four rate categories:

1. Rack Rates Rack rates are normal room rates. It is based on the category of the room,
type of bedding and occupancy. Unless specified, guests are quoted the rack rates and are
charged for the same.
2. Group and Tour Rates Group and Tour rates are a discounted room rate for an
organisation, which has blocked a large number of rooms. Most hotels have group rates
that are lower than the rack rates. This rate is generally extended to a trade association or
fraternal organisation that has scheduled a meeting, seminar or conference at the hotel.
Discounts are also offered to a tour operator, in return for a commitment to purchase a
minimum number of rooms over a given period of time. They are usually regular customers
for the hotel.
3. Special and Promotional Rate Special and promotional rates are offered to corporate
travellers, traveling sales representatives, military personnel, airlines staff or other regular
clients. Some times special rates are also offered along with an advertising campaign or to
promote the hotel during lean periods.
4. Package Rates Package rates are offered to the public along with other services such
as banquet or a ball, or recreational facilities or a special event. Such a package normally
includes accommodation, tickets to the concerned event, transportation from hotel to the
venue and back and pick-up service. Other popular packages offered by hotels are
honeymoon, weekend, Christmas, New Year or any other special event and sports activity.
The package rate is normally lower than the combined component or rack rate.
11.3.1 Tariff Based on Room Category
The tariff also varies as per room categories. Every hospitality establishment has different
types of rooms available but the most common type of rooms available in large hotels are A
- Deluxe (Maximum Rate),
B - Superior (Moderate Rate),
C - Standard (Minimum Rate),
D - Economy (Promotional rate).
The accommodation is also categorized depending on occupancy rates charged accordingly.
Su - Suite, S - Single occupancy, D - Double occupancy.
Category Type of Accommodation
1. Deluxe Room offers the best location in the hotel and offers best view, highest level of
comfort with matching furnishings and decor. The amenities include a fully stocked bar or
refrigerator and the room has king or queen beds.
2. Superior Room is a medium rate room usually located on the ground floor with a good
view and may have a double king or queen bed. 165
3. Standard Room is a regular room consisting of one or two double beds, a queen bed
or two twin beds. They may Accommodation not have either a good view or a good
location. Operation
4. Economy Room generally a room reserved for promotional or discounted rates and
may have under sized beds, small floor plan or a mediocre location.
5. Suite normally consists of two rooms -a living room and a sleeping room. It may some

times also have a kitchenette or conference room. The other amenities provided are a
stocked bar and refrigerator.
11.3.2 Tariff Based on Bedding
Besides the variation in the rooms and tariff, the bedding also normally has following
categories. They are K-King-sized bed; Q-Queen sized bed, D-Double bed, T-Twin bed and
S-Single Bed.
1. King-sized Bed is the latest style and is equal to two twin beds side by side. One or
two king beds are normally provided in deluxe rooms or suites.
2. Queen-sized Bed A queen bed is about 10 to 25% smaller than the king sized bed, but
25% bigger than the standard bed. A queen bed may be provided in any category of rooms,
as some hotels do not distinguish between queen beds and double beds.
3. Double Bed The standard sized double bed is about 25% smaller than the queen bed
and is provided in any room category.
4. Twin Bed The twin bed is about half the size of a king bed and a room normally has
two twin beds.
5. Single Bed A single bed may refer to one twin bed or one bed of any size provided in
a room, which is rented out for single occupancy.
11.3.3 Tariff Based on Special Rates
A number of hotels offer special discounted rates as under:
1. Corporate Rate This rate is given to corporate travellers, who normally form the
cream of a hotel's occupancy. To earn this discount, the company may have to
guarantee a minimum number of rooms to be occupied during a particular period. Some
hotels offer this corporate rate to any business traveller irrespective of the employer.
Classification
2. Government Rate This rate is normally given to employees of the of Hotels
government, usually on the basis of a contract between the government department and the
hotel. Discounted rate may also be given to government personnel holding a valid ID to
encourage regular business.
3. Military Rate This is offered to personnel of the armed forces, either on the basis of a
contract or to encourage repeat business.
4. Agent Rate This rate is offered to travel agents and airline personnel, which may not
be valid during the peak seasons.
5. Salesperson Rate These rates are mostly offered at motels to traveling salespersons
during the off-season.
6. Local Business Rate These rates may be offered to preferred business houses in the
local community, which includes a discount and guaranteed availability.
7. Day Rate This rate is applcable to guests who stay only during the day without staying
overnight.
8. Package Rates These rates are often offered during the lean season or as a promotional
venture. These include weekend packages or promotional packages like a three nights and
two days stay which include meals and other recreational
facilities.

9. Group and Tour Discount The hotel, normally offers group and tour discounts to
increase or maintain occupancy throughout the year in return for a commitment to purchase
a fixed number of rooms.
10. Guaranteed Availability If a hotel normally has a high occupancy rate, the group rate
offered may be only guaranteed availability of a fixed number of rooms, without offering a
discount.
11.3.4 Tariff Based on Meal Plan
The meal plans are usually of five types.
1. European Plan Under this plan the room rate charged does not include any meals,
which must be purchased separately.
2. American Plan This has two types: Full American Plan under this plan the room
rates include all three meals, but exclude beverages, which must be purchased separately.
Accommodation Modified American Plan - Here the room rate Operation includes two
meals (normally continental breakfast and dinner), excluding alcoholic beverages, which
must be purchased separately.
3. Continental Plan Under this, room rate includes continental breakfast.
4. Bed And Breakfast Plan Under this plan, the room rate includes a full breakfast.
11.4 HOTEL GUESTS
A hotel customer or client is called a guest because the hotel offers homely and
professional service to him, and establishes an intimate relationship with him during his
stay.
Hotel guests may be defined as people who have, who are, or who will be availing the
services of hotel, for a particular period in order to satisfy their demand for
accommodation, food and beverage or entertainment, for which they are willing and able to
pay.
Guest relation is the integral part of the hotel industry. It is a means for the management to
reach out to the guest and convey to him the feeling of warmth and welcome.
11.4.1 Guest Classification
A guest may be classified under following headings:
1. Guests on the basis of presence in the hotel: an expected guest, an in-house guest and
check out guest.
2. Guests on the basis of recognition: regular guest , V.I.P., special attention and
distinguished guest and new guests
3. Guests on the basis of revenue: paying guests and Complimentary Guests.

1. What are the different categories of star hotels?

2. Classify hotels according to facilities and amenities.
3. How the guests are classified?

KEY WORDS
Meal The food served and eaten in one sitting
Lodge To provide with temporary quarters, especially for Accommodation sleeping
Operation
Kitchenette A small kitchen
Condominium A building or complex in which units of property, such as apartments, are
owned by individuals and common parts of the property, such as the grounds and building
structure, are owned jointly by the unit owners
Gourmet A connoisseur of fine food and drink
Cloakroom A room for checking packages or baggage, as in a theater, railway station, or
airport
Franchise Authorization granted to someone to sell or distribute a company's goods or
services in certain area

LESSON 12
FRONT OFFICE DEPARTMENT

CONTENTS
12.0 Aims and Objectives
12.1 Introduction
12.2 Front Office Department
12.2.1 Front Office Functions
12.3 Front Office Organisation
12.3.1 Front Office Organisation Chart
12.4 Duties & Responsibilities of Front Office Staff
12.4.1 Front Office Manager
12.4.2 Front Desk Agent
12.4.3 Reservation Agent
12.4.4 Switchboard Operator
12.4.5 Front Office Cashier
12.4.6 Uniformed Service Staff
12.4.7 Concierge
12.4.8 Night Auditor
12.5 Front Office Desk Layout
12.6 Front Office Equipments and Furniture

12.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:

Front office department and its functions

Front office organization
Duties and responsibilities of front office staffs
Front office desk layout and equipments.

12.1 INTRODUCTION
At the hub of the hotel world is the reception desk where most guest transactions take
place. It is here that the guest is received, registered and assigned a room. Information,
mail, messages, complaints and room accounts are all dealt with here. Therefore, to a large
extent, the reception team is the key to an enjoyable and problem-free stay for the hotel
guest. It is also the centre of attraction and money generation for the establishment.
The front office department is the nerve centre, the hub and Operation the heart of the
hotel. Front office personnel have more contact with guests than staffs in other
departments. This is the department where the guest first checks in and finally checks out
of the hotel.
The front office is the main communication centre. As it is the major revenue generating
department, it is equipped with staffs of good quality and personality.
The front office is the show window and hence it is furnished and maintained with good
furnitures and fittings. Front office is well designed in an orderly manner. Regardless of
how the hotel is organized, the front office is always an essential focal point.
12.2 FRONT OFFICE DEPARTMENT
The front office is the main controlling centre of all guest services, and also coordinates the
back office functions with these services. It serves as a main channel of two way
communications i.e. from hotel to guest and guest to hotel.
Front office is the name given to all the offices situated in the front of the house, that is, the
lobby, where the guest is received, provided information, checked-in, his luggage is
handled, his accounts are settled at departure, and his problems, complaints and suggestions
are looked after. Foreign guests use the front desk to exchange currency, find a translator,
or request other special assistance.
The front desk often serves as the hotel control center for guest requests concerning
housekeeping or engineering issues. In addition, it may also be a base of operations during
an emergency, such as a fire or a guest injury.
12.2.1 Front Office Functions

Front office functions include reservations, registration, room and rate assignment, checkin, guest services, room status, maintenance and settlement of guest accounts and creation
of guest history records. The front office compiles and maintains a comprehensive data
base of guest information, coordinates guest services, and ensures guest satisfaction. These
functions are accomplished by personnel in diverse areas of the front office department.
The main functions of the front office department are:
1. During Guest Cycle: Pre arrival, arrival, on going responsibilities, departure and
after departure activities.
2. Guest Services: Reservations, registration, occupancy services, checkout and history.
a. Maintain accurate room status information Front Office Department
b. Process future room reservations, when there is no reservation department or when the
reservation department is closed.
c. Coordinate guest services.
d. Provide information about the hotel, the surrounding community, and any attractions or
events of interest to guests.
3. Guest Accounting: Establishment of credit, charge posting, night audit and settlement.
a. Maintain guest accounts and monitor credit limits.
b. Produce guest account statements and complete proper financial settlement. The front
office functions can be well understood from the figure given below:

12.3 FRONT OFFICE ORGANISATION

The front office department of a hotel comprises of various sections. Depending on the size
of the hotels, the sections may vary. In small or medium sized hotels the sections may be
merged and handled accordingly. The following are the sections of the front office
department.
1. Reservation Section is responsible for booking of rooms in advance. It is responsible
for the receiving of the room requests, reservation analyzing and documentation of the
room requests received. This section of the department depends upon the size of the hotel;
if the hotel is small sized there may be not be a separate section for reservations. This
section is mostly found in Accommodation mid sized and large sized hotel. Operation
2. Front Desk Section is responsible for receiving the guest, registering of the guest,
assigning of room and room keys and remote controls for television and air conditioners if
such services are available and assistance to the guest during their stay. They are also a
source of information for government offices.

3. Bell Desk is mainly responsible for luggage handling of the guests. It consists of
group of uniformed staff for guest services. This section is maintained separately in large
hotels only.
4. Travel Desk Section handles the transportation facility of the hotel guest. It assists in
the booking of air tickets, hiring of the car and other transportation facilities. It also
arranges / organizes city tours, sight seeing tours to the guests on request.
5. Business Centres serve the guests with laptops, internet, mobiles, facsimile, LCD
projectors, and photocopier and also on request secretarial facilities. This is the latest
addition in the large and medium sized hotels, in line with the electronic era.

6.Concierge Section provides information about the hotel, its services and amenities, city,
town, country, travel and transport, banks etc. They can also handle the guest luggage and
bags if the hotel does not have the bell desk section. The receiving and distribution of mail
and message, packets, news papers and
magazines in the early mornings to guest room are also attended to. In addition, it may also
handle the hiring of the car and booking of air tickets and other transportation facilities if
there is no travel desk in the hotel.
7. Cashiering Section is responsible for maintaining and recording guest accounts and
bills and folio of guest and either cash or credit settlement of guest folios at the time of
departure.
8.
Communication and Telephone Section
handles the guest telephones and
messages, both incoming and out going of the
guest.

12.3.1 Front Office Organisation Chart

The Front Office organization chart is designed according to functions. The chart 12.4
clearly defines the control and also provides guests with more specialized attention.
Typical positions and functions under the Front Office Department are:
1. Front Desk Agent: Registers guests, and maintains room availability information
2. Reservation Agent: Responds to Reservation Requests and creates Reservation Records
3. Cashier: Closes guest folios, and properly checks out the guests.
4. Uniformed Bell Service Agent: Handles guest luggage, escorts guests to their rooms,
and assists guests for any bit of information requested.
5. Switchboard Operator: Manages the switchboard and Accommodation coordinates
wake-up calls. Operation
6. Night Auditor: Controls the job of the Accounts Receivable Clerk, and prepares daily
reports to the management (eg: Occupancy Report and Revenue Report).
12.4 DUTIES & RESPONSIBILITIES OF FRONT OFFICE STAFF
12.4.1 Front Office Manager
Front Office manager must be a skilled planner who channelizes the various resources viz.
people, money, time, work methods, materials, energy and equipment to suit the objectives
of the property. He should maintain cordial relationships between the front office and other
hotel divisions and departments by encouraging communication between all areas of
responsibility.
Basic Function: To supervise all front office personnel and ensure proper completion of all
front office duties.
Duties & Responsibilities:
1. Evaluate and decide the need of personnel in the department.
2. Participate in the selection of front office personnel.
3. Train and update staff skills.

4. Schedule the staff duties.

5. Supervise and help workloads during shifts.
6. Evaluate the job performance of each front office employee.
7. Maintain working relationships and communicate with all
departments.
8. Maintain master key control.
9. Check room status
10. Resolve guest problems quickly, efficiently and courteously
11. Update and monitor group information and requirements.
12. Review credit limit report.
13. Enforce all cash-handling, other modes of payment and credit
policies.
12.4.2 Front Desk Agent
Also designated, as Receptionist or Front office Assistant in some hotels, is the first person
a guest sees on entering the property and the last person the guest sees on leaving.
Basic Function : To assist guests in all front office-related functions in an efficient,
courteous, and professional manner that maintains high standards of service and hospitality.

Duties and Responsibilities:

1. Register guests and assign rooms; accommodate special requests, if possible.
2. Assist in pre-registration and blocking of rooms for reservations.
3. Thoroughly understand and adhere to proper credit, other modes of payment, cash
handling policies and procedures.
4. Know room status, locations, types and rates.
5. Use suggestive selling techniques to sell rooms and to promote other services of the
hotel.
6. Coordinate rooms status with housekeeping department; notify all check-outs, early
check-ins, special requests etc.
7. Take reservations, modify or cancel as requested.
8. Post and file all charges to guest, master and city ledger accounts.
9. Handle issuing and closing of safe deposit boxes for the guests.
10. Read, maintain and pass-on log and bulletin board at each shift.
11. Coordinate with engineering and maintenance division for guest room maintenance.
12. Know all safety and emergency procedures, accident prevention policies.
13. Report any unusual occurrences or requests to the manager.

12.4.3 Reservation Agent

Normally found in larger hotels, in smaller hotels Front office agent handles this job.
Basic Function: To handle all future reservations, matching the needs of the guests with the
hotel.
Duties and Responsibilities:
1. Process reservations by mail, telephone, telex, cable, fax or central reservation system
referral.
2. Process reservations from the sales office, other hotel departments and travel agents.
3. Know the type of rooms, location and layout, status, rates, package plans, benefits etc.
4. Maintain reservation records by date and time of arrival and
alphabetical listings.
5. Process cancellations and modifications.
6. Prepare letters of confirmation and communicate to the prospective guest /
representative.
7. Know the hotels policy on guaranteed reservations and no-shows.
8. Process advance deposits on reservations.
9. Prepare expected arrival lists and communicate reservation information for front office.
10. Assist in pre-registration activities when appropriate.
11. Promote goodwill by being courteous, friendly and helpful to guests, managers and
fellow employees.
12.4.4 Switchboard Operator
They are heard by the guest but are rarely seen. They represent the hotel through their
voice on the phone. They build a very significant image of the hotel to a prospective guest.
The work has drastically changed due to the electronic age, but the basic voice assistance is
always a warm welcome.
Basic Function: Receives and directs incoming and outgoing calls to individual guests,
staff, or departments.
Duties and Responsibilities:
1. Answer incoming calls.
2. Direct calls to guestrooms, staff, or departments through the switchboard or PBXsystem.
3. Place outgoing calls.
4. Receive telephone charges from the telephone company and forward charges to the front
desk for posting.
5. Take and distribute messages for guests.
6. Log all wake-up call requests and perform wake-up call services.
7. Provide information about guest services to guests.
8. Answer questions about hotel events and activities.
9. Provide paging services to hotel guests and employees.
10. Know what action to take when an emergency call is requested or received.
11. Be aware of all the emergency service nos. and systems relating to the same.

12.4.5 Front Office Cashier

Basic Function: Guest accounting tasks require efficiency and accuracy. The tasks of the
front office cashier center on the guest accounting cycle. The front office cashiers post
revenue center charges to guest accounts. The hotels revenue centers communicate
information on charge purchases to the front desk. Cashiers then post these charges to guest
accounts to ensure that the charges will be settled at checkout. Where computerised
systems are installed, the Point of Sale operations are directly posted to the Guest Ledger
whenever the guest utilises a particular service. The cashiers also receive payment from
guests at checkout. They coordinate the billing of credit card and direct-billed guest
accounts with the accounting division. The cashier at the close of each shift balances all
guest accounts. They also manage safe-deposit boxes / lockers, variety of banking services
including foreign exchange.
Duties and Responsibilities:
1. Operate front office posting equipment/ system. 178
2. Obtain the house bank and keep it balanced.
3. Complete cashier pre-shift supply checklist.
4. Take departmental readings at the beginning of the shift.
5. Complete guest check-in and checkout procedures.
6. Post charges to guest accounts.
7. Handle Paid-outs (VPO).
8. Transfer guest balances to other accounts as required.
9. Settle guest accounts in cash, credit card, Company account by transferring balances to
the respective ledgers.
10. Post non-guest ledger payments.
11. Make account adjustments.
12. Balance departmental totals and cash at close of shift.
13. Manage safe deposit box/ locker.
12.4.6 Uniformed Bell Service Staff
Basic Functions: Meeting, greeting and escorting guests to their rooms and also the reverse
of it i.e. escorting guests from their rooms to the front desk, to their means of transport etc.
They also do errands, handle messages and page guests. They also act as the eyes and ears
of the hotels since they are strategically stationed and also make trips to many floors and
rooms. Work closely with the front desk staff, room service employees and other hotel
personnel in providing guest assistance with luggage, transportation and miscellaneous
needs.
Duties and Responsibilities:
1. Maintain a good personal appearance at all times. Wear the standard uniform and name
tag.
2. Escort guests to and from their rooms if required and also assist in carrying their
luggage.
3. Keep the lobby directory up to date.

4. Watch for any unusual persons or activities and report them to management.
5. Transport hotel guests to and from the airport on request. Keep limousines and other
hotel vehicles clean and in top running condition.
6. Maintain an orderly, secure checkroom for guests.
12.4.7 Concierge
Basic Functions: They are specialized in assisting the guest regardless of whether
inquiries concern in-hotel or off-premises attractions, facilities, services, or activities. Must
provide concise and accurate directions; make reservations for flights, theater or special
events, obtain tickets, organize special functions such as VIP cocktail receptions and
arrange for secretarial services, if needed.
Duties and Responsibilities:
1. Develop a strong knowledge of the hotels facilities and services and of the surrounding
community.
2. Provide guests with directions / information to attractions or facilities in or outside the
property.
3. Make guest reservations for air or other forms of transportation when requested; obtain
necessary itinerary and tickets.
4. Make guest reservations for the theater and other forms of entertainment when
requested, obtain necessary tickets and provide directions to facilities.
5. Organize special functions as directed by management.
6. Arrange secretarial and other office services.
7. Coordinate guest requests for special services or equipment with the appropriate
department.
8. Check with roomed guests periodically to ascertain if they have any special needs.
9. Handle guest complaints.
12.4.8 Night Auditor
Basic Functions: Must be skilled record keeper since the job requires him to track room
revenues, occupancy percentages, and other front office operating statistics and prepare, a
summary of the financial performance for the day. He is basically an employee of the
accounts division. Has to verify all account postings and balances made during the day by
front desk cashiers and agents. In some properties, he may also act as front desk agent
during the night.
Duties and Responsibilities:
1. Post room charges and taxes to guest accounts.
2. Process guest charge vouchers and credit card vouchers.
3. Post guest charge purchase transactions not posted by the front office cashier.
4. Transfer charges and deposits to master accounts.
5. Verify all account postings and balances.
6. Monitor the current status of coupon, discount, and other promotional programmes.
7. Track room revenues, occupancy percentages, and other front office statistics.
8. Prepare a summary of cash, cheques, credit card activities and summary of results of

operations for management.

9. Understand principles of auditing, balancing and closing out accounts.
10. Know how to operate posting machines, other front office equipment and computers.
11. Understand and know how to perform check-in and checkout procedures

12.5 FRONT OFFICE DESK LAYOUT

As the front office is the entry and exit point for a guest, the main entrance and approach
play a very important role in the selection of hotel for a guest. A guest entering a hotel does
so through the main entrance which leads to the reception area of the hotel which is also
called the lobby of the hotel.

Lobby Layout
The lobby is elegantly designed to accommodate the front office staffs and for the smooth
service to the guests. Since the lobby usually serves as a meeting or gathering area for
guests and their visitors it should be well planned and furnished to give a best intuition. The
lobby of the hotel includes the general circulation and waiting area which leads to check-in,
information, cashiers counter, bell desk, travel desk, cloak rooms etc.. The above figure
shows a typical layout of a lobby. The layout may vary from hotel to hotel. Some hotel may
even have a coffee shop, restaurant and shopping arcade.

12.6 FRONT OFFICE EQUIPMENTS AND FURNITURES

The following are the common equipments and furniture found in the hotel lobby:
1. Front Desk
2. Bell desk and concierge desk
3. Lobby desk
4. Travel counter
5. Room and reservation racks
6. Computer, Printer, UPS and other related devices
7. Credit card imprinters
8. Telephone EPABX, PBX, PMBX, EPBX
9. Telex, Facsimile machine
10. Mail, Message and Key rack
11. Duplicate key rack
12. Time stand
13. Wake up device
14. Folio tray
15. Security monitor
16. Luggage trolley
17. Luggage net
18. Date and time punching machine
19. Bulletin boards
20. G.R. card holder
21. Mail forwarding file
22. Page board
23. Safe vault and in-room vault
24. Photocopying machine
25. Room rack
26. Postal weighting scale
27. Voucher rack
28. Account posting machine
29. Cash register
30. Magnetic strip reader

1. What are the main functions of the front office department?

2. What are the sections of the front office department?
3. What is the basic function of a Front Office Manager?
KEY WORDS
Audit To examine, verify, or correct
Amenity The quality of being pleasant or attractive facilities available.
Folio A large sheet of paper folded once in the middle, making two leaves or four pages of
a book or manuscript
Telex A communications system consisting of teletypewriters connected to a telephonic

network to send and receive signals

Prospective Likely or expected to happen
Ledger A book in which the monetary transactions of a business are posted in the form of
debits and credits
Lockers A small, usually metal compartment that can be locked, especially one at a public
place for the safekeeping of clothing and valuables

LESSON 13
RESERVATION

CONTENTS
13.0 Aims and Objectives
13.1 Introduction
13.2 Reservation
13.3 Types of Reservations
13.3.1 Guaranteed Reservation
13.3.2 Non-Guaranteed Reservation
13.3.3 Tentative / Provisional Reservation
13.4 Reservation Enquiry
13.5 Sources of Reservations
13.5.1 Central Reservation Systems
13.5.2 Intersell Agencies
13.5.3 Direct Reservation System
13.6 Group Reservations
13.7 Reservation Availability
13.8 Devices Used for Tracking Room Availability
13.8.1 Control Books
13.8.2 Wall Charts
13.8.3 Computerized Systems
13.9 Reservation Record
13.10 Reservation Confirmation

13.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:

Reservation and its types

Sources of reservation
Reservation availability
Equipment tracking room availability
Reservation records and confirmation.

13.1 INTRODUCTION
A hotel mainly relies on the income generated from the effective letting of its bedrooms for
profit. A large percentage of revenue is obtained from room sales, and out of that again, a
large Accommodation proportion is contributed by the advance booking or reservation of
Operation rooms of the hotel.
Reservation is an activity concerning the sale of room. In a small hotel, the volume of
reservation, i.e. advance booking of room is much less as compared to a large hotel; hence
this function and subsequently the work involved in reservations can be done by the
receptionist himself at the reception counter. In a large hotel, the volume of work of
booking of rooms is quite big and hence it becomes necessary to allocate a separate section
away from the reception counter so that the receptionist can concentrate more on the guest
services.
Reservations generally constitute both legal and moral responsibilities on hotel and hence it
is important that proper and efficient systems are installed in the hotel. These records
should be filed in such a way that the staff is able to refer to any individual reservation
enquiry quickly. It is also important that the reservation staff must be aware of legal
requirements and implications.
13.2 RESERVATION
Reservation is the activity of booking the room in advance for
a prospective guest on his request for future, which may be from few
days to months in advance. Below is the detailed process of
reservation:
1. Conduct the reservation enquiry
2. Determine room and rate availability
3. Create the reservation record
4. Confirm the reservation record
5. Maintain the reservation record
6. Produce reservation reports.

Functions of the Reservation Section:

The main function of the reservation section is to help the hotel in generating revenue
from future and prospective room sales.
The reservation section should receive the reservation request from the prospective
guest, check availability of rooms, process the request and either accept it, wait list it or
deny it and communicate the decision.
Prior to Computerization Era, the main function of the Reservation Process is only to
determine basic room availability. That is, the reservation clerk can only tell the potential
guest whether a room is reserved for him / her or not. However, the reservation clerk
cannot tell the type of the room, rate honored etc. But nowadays, with the wide use of
computer reservation (on-line reservation) with software package programs, it is now
possible to reserve a room by room type, rate, and to accommodate all the possible special
requests of the guest. Therefore, the selling function has
largely shifted from the front office to the reservation department. Hence, projections of
Room Revenues and Profitability Analysis became one of the main functions of the
Reservation Department.
.As a consequence, reservation department and reservation agents should have sales goals
to achieve which might focus on number of room nights, average room rate, and / or
booked room revenue

13.3 TYPES OF RESERVATIONS

13.3.1 Guaranteed Reservation
Ensures that the hotel will hold a room for the guest until a specific time following the
guests scheduled arrival date [i.e. check-in time or start of the hotels day shift or any time
the lodging property chooses]. On return, the guest shall guarantee his / her reservation of
room unless reservation is properly canceled. In order to guarantee a reservation, guests
might opt for one of the following methods:
1. Prepayment Guaranteed Reservation the hotel request the prospective guest to
either send the complete deposit or a partial deposit and on receiving, makes the booking
for the prospective guest.
2. Credit Card Guaranteed Reservation in this case the prospective guest gives
his credit card number and details to the hotel. The hotel confirms the room from the credit
card guarantee and then claims from the credit card company, if the guest does not occupy
the room on the said date.
3. Travel Agent Guaranteed Reservation some travel agents Accommodation have
arrangement with hotel chains to book room for their Operation clients and executives
travelling to various destination. The travel agents are solely responsible for the
reservation; they are billed after the guests stay is completed.
4. Voucher or Miscellaneous Charge Order [MCO] - this is a special arrangement
designed to attract return guest or new business. This is usually provided by the hotels
themselves for their prospective guests.
5. Corporate Guaranteed Reservation in this case the corporation or company
takes the responsibility for booking for their executives, visitors etc.
13.3.2 Non-Guaranteed Reservation
Ensures that the hotel agrees to hold a room for the guest until a stated reservation
cancellation hour (usually 6 p.m.) on the day of arrival. In case the guest who has made the
reservation arrives after 6.00 p.m, the hotel is not bound to provide him accommodation.
Non-guaranteed reservation usually occurs when the prospective guest does not provide
any payment guarantee but simply confirms through a letter. Reservation agents
shallmake sure to encourage their guests to guarantee their reservations,
13.3.3 Tentative / Provisional Reservation
Provisional reservation is done when a request from prospective guest is received for some
future day arrival and the hotel blocks the room for this guest, provisionally in the hotel
records such as charts and diaries and racks or computer and sends a letter
of offer to the prospective guest. The offer has a cut off date by which the guest should
send his confirmation which may be in the form of a letter, guarantee by company, credit

card or deposit whichever the hotel may request. Once the confirmation from the guest is
received by the hotel within the cut off date, the hotel makes the tentative booking into
confirmed booking. Otherwise the tentative booking is cancelled and the records updated.
13.4 RESERVATION ENQUIRY
Guests can communicate their reservation enquiries in any one of the methods; in person,
over the telephone, via mail, through facsimile, telex or e-mail. Moreover, reservation
inquiries can also be made through Central Reservation System or Intersell Agency.
While getting a reservation enquiry, the reservation agent shall obtain the following guestrelated information:

i) Guests name, address and telephone number

ii) Company or travel agency name, where possible
iii) Date of arrival and departure
iv) Type and number of rooms requested
v) Desired room rate and type of room
vi) Number of people in the group, if applicable
vii) Method of payment and / or guarantee
viii) Any other special requests

Reservation Form
Most of the above mentioned information is used to create a reservation record.
13.5 SOURCES OF RESERVATIONS
13.5.1 Central Reservation Systems
The majority of Lodging Properties belongs to one or more Central Reservation Systems.
A central reservation system is composed of a central reservation office, member hotels
connected together via communication devices, and potential guests. Central Reservation
Office [CRO] offers its services via a 24-hours toll free telephone number(s).
Member hotels of the central reservation system shall provide and exchange accurate room
availability data to central reservation offices. To illustrate, central reservation offices and
member hotels shall communicate (on real time) any reservation transaction. This is
possible, nowadays, with the sophisticated communication equipment available. These
equipments shall be provided by central reservation offices to its member hotels. Such
equipment may range from teletype, telex, facsimile machines, to personal computers or
Internet connections.
On return for the services, central reservation offices charges a fee for the utilization of its
services which might take the form of a
flat fee and a variable fee, or a flat percentage of potential room revenue, actual room
revenue, and / or Rooms Division gross profit.
Central Reservation Offices are divided into two:
i) Affiliate reservation network - this network is referred to Operation as the hotel
chains reservation system. In fact, it is composed of a CRO and hotels, which are members
of the same chain. The main advantages of affiliate reservation network are:
a) Streamline the process of reservation
b) Reduce overall system costs
c) Attract business for or refer business to another chain
d) Affiliate reservation networks might serve, in addition to its main function, other duties
like:
o
o
o
o

Serve as an inter property communication network

Serve as an accounting transfer tool
Serve as a destination information center
Serve as a connection with Global Distribution Systems [GDS]
System
including several Central Reservation Offices connected to each other.

ii) Non-affiliate reservation network - A non-affiliate reservation network is composed

of a central reservation office, potential guests, and member independent hotels.

13.5.2 Intersell Agencies

Intersell Agencies are special types of central reservation offices contracting to handle
reservation for more than one Product Line for example handle at the same time Airline
Tickets, Car Rental, Hotel Reservation, etc. (One Call Does it All Approach!).
13.5.3 Direct Reservation System
Even though many of the five-star hotels rely heavily on central reservation offices and
intersell agencies, some potential guests might still find it convenient, and personal to call
directly the hotel to communicate a reservation enquiry.
13.6 GROUP RESERVATIONS
Conducting a reservation request for a group shall be treated differently than
accommodating a reservation of individual guests (i.e. Frequent Independent Traveler). The
main reason is that individual reservation requests are treated by the reservation
department, while group reservations are initiated by the Sales & Marketing Division, and
finalized through a careful coordination of the reservation from one hand and the marketing
on the other.
Below is a detailed procedure of how group reservation, in a typical hotel, is conducted:

1. A group representative, a member of the travel agency or the tour operator, not
individuals, shall communicate group reservations' request to the hotel's marketing
department
2. Upon availability, the hotel's reservation department shall block the requested number of
rooms for this very group
3. The Hotel shall give a deadline for the group, in order to receive their final list. That
deadline is called Cut-off Date.
4. After receiving the final list, the reservation department shall change the desired number
of rooms' status from blocked to booked (or reserved) rooms, and release the remaining
rooms (if any left) as vacant for sale.
5. If the hotel did not receive the final list by the cut-off date, then the reservation
department has all the right to cancel the group reservation and release all the initially
booked rooms into vacant rooms. However, management shall use this right with
precautions especially when it comes to groups reserving from travel agencies and tour
operators of which the hotel is frequently servicing.
13.7 RESERVATION AVAILABILITY
After receiving a reservation request, the hotel might accept it, as it is, if there is room
availability. If not, the reservation department should suggest alternative room types, dates,
and / or rates, to the potential guest. If, however, the potential guest insists on his / her
previous request, the hotel should suggest an alternative hotel. That's one of the main
reasons why we need to maintain good relationships with nearby competing hotels.

The reservation department should always compare historical reservation volumes against
actual arrivals. The main reason is to cope with overbooking, which a situation occurring
when the total number of rooms reserved for a certain period of time exceeds the total
number of rooms available for sale, for the same period of time.
In order to cope with the overbooking problem, some statistical and historical data should
be stored and processed by the hotel and should be continuously updated. Such data should
include:
o Number of rooms reserved for a specific date
o Number of rooms occupied by stayovers (for a certain specific date)
o Forecasted no-show-ups percentage
o Forecasted understays percentage
o Forecasted overstays percentage
o Forecasted cancellation percentage
o Number of out of order rooms for a specific date.

13.8 DEVICES USED FOR TRACKING ROOM AVAILABILITY

In order to function properly, the reservation department shall maintain control books, wall
charts, and / or a computerized system. Whatsoever system chosen, the reservation
department shall maintain and update that system to include any reservation transaction
(i.e. whether a reservation, cancellation, or modification). Below is a description of the
three commonly used sets of equipment to track room availability under the manual, semiautomated and fully-automated systems:
13.8.1 Control Books
Control books are standard three-ring, loose-leaf binders with a tally page assigned to
each day of the year. Under this very system, when a potential guest calls to have a
reservation, the reservation clerk shall check the cells corresponding to rooms. If there is
an empty cell for all the length of stay of the guest then the reservation clerk marks it as X
(i.e. reserved). If the guest is expected to continue staying the next day, then the reservation
clerk shall mark the next day's respective room cell as O (i.e. Stayover). Lastly, the
reservation clerk is encouraged to use colors while updating information or the cells on the
control book.
13.8.2 Wall Charts
These are charts stapled on the wall depicting days of the month versus hotel rooms.
Moreover, upon need and convenience, these charts might be customized to track

appropriate room numbers, rates, and codes, hence, is advantageous to control books.
Moreover, in this system, different colors are used to differentiate between different
reservation transactions and types of guest reserving. Wall charts eliminates the erasures
and rewriting associated with control book, hence less errors might occur.
13.8.3 Computerized Systems
Computerized systems are by far the best systems that track room availability. In fact, these
systems control room availability data and automatically generate many reservation-related
reports in an accurate manner. Moreover, computerized systems can itemize room
availability for future periods by open dates, closed dates, versus special event dates. This
system can also forecast room availability for any reservation horizon needed in the future.
In the case of non-availability of room type, the system can further suggest alternative
room types, rates, or even other hotels.
13.9 RESERVATION RECORD
Each reservation department shall prepare a reservation record, which depicts the various
personal and financial data of guests, for each reservation transaction. The aim is to identify
guests and their occupancy needs before guests arrival. Moreover, the
hotel can personalize or customize guest services and better schedule staff accordingly.
In order to create a reservation record, the following details are needed:
i) Guest name (and group name, if applicable)
ii) Guests home or billing address
iii) Guests telephone number, including area code
iv) Name, address, and telephone number of guests company, if appropriate
v) Name and other pertinent information about the person making the reservation, if not
the guest
vi) Number of people in the group, and perhaps ages of children, if any.
vii) Arrival date and time
viii) Number of nights required or expected departure date,
ix) Reservation type [Guaranteed versus Non-guaranteed]
x) Special requirements [i.e. infant, disabled guest, or no-smoking accommodation]
xi) Additional information, if needed [i.e. late arrival, method of transportation, flight
number, room preferences, etc.]
At the reservation process, reservation agents shall keep in mind that a rate quoted and
confirmed must be honored. Moreover, reservation clerks should be aware of the following:
o Supplementary charges for extra services or amenities
o Minimum stay requirements, if any, for dates requested
o Special promotions in effect for dates requested, if any
o Applicable currency exchange rates, if quoting rates to an international tourist
o Applicable room tax percentages
o Applicable service charges or gratuities

13.10 RESERVATION CONFIRMATION

The hotel should communicate with guests by telephone, telex, mail, or e-mail a Letter
of Confirmation, which confirms the important points of the reservation agreement. This
letter might be shown at the registration process in order to accelerate the pace of
registration and to prove that the guest has the right to have a room at the hotel.
The Hotel shall send a confirmation letter to all reserved potential guests, whether their
reservations are guaranteed or non-guaranteed. Below are the main points that should be
communicated in a confirmation letter:
o
o
o
o
o
o
o
o

Name and address of the guest

Date and time of arrival
Room type and rat
Length of stay
Number of persons in a group, if any
Reservation type [guaranteed or not]
Reservation confirmation number
Special requests, if any.

1.
2.
3.
4.
5.

What is reservation?
List the process of reservation.
What are the types of reservation?
What are the guest-related informations required for reservation?
What are the merits of the computrised reservation system?

KEY WORDS
Reservation Booking, appointment, or date to perform some activity at a particular time
and place
Tracking Monitoring a process or the results of an action
Enquiry A close examination of a matter in a search for information
Computerize To enter, process, or store and retrieve (information) in a computer or
system of computers
Provisional For the time being - tentative
Affiliate Closely connected or associated
Precaution Careful forethought to avoid risk
Overbooking A term used to describe the sale of access to a service which exceeds the
capacity of the service
Forecast To calculate or estimate something in advance

LESSON 14
REGISTRATION

CONTENTS
14.0 Aims and Objectives
14.1 Introduction
14.2 Registration
14.2.1 Registration Process
14.2.2 Registration Record
14.2.3 Registration Methods
14.2.4 Systems of Registration
14.3 Room Status
14.4 Issuing Room Keys
14.5 Fulfilling Special Requests
14.6 Room Rate Assignment
14.6.1 Room Rates
14.6.2 Methods of Payment

14.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:

Registration processing and records

Methods and systems of registration
Issuing room keys and fulfilling special requests
Room rates and room assignments
Methods of payments.

14.1 INTRODUCTION
Guest registration is one of the first and most lasting impressions on a hotel customer.
Guest registration sets the tenor for the stay and is, therefore a critical contact point. The
front desk should promote the warmth and hospitality of the property. Guest registration is
the point at which critical information is collected about the customer and his / her wishes.
If the bottleneck develops in a guest registration, customer complaints arise. As a result the
front desk employees are particularly concerned with processing the needed information
quickly.
The registration procedure of the hotel is critical to the Operation collection of guest
information and the initialization of the guest account. Almost all the paperwork in the
guest cycle is based on the data that is recorded and verified at, or prior to, check-in.
14.2 REGISTRATION
Registration is a mandatory requirement that all guests over the age of 16 years
irrespective of Indian or foreigner, ordinary personnel or VIP. Regardless the size of the
hotel, be it small or large guests, must provide basic information about them and fill up
either a visitors register / hotel register. The register may be a Red Book / form or a card
also called G.R. Card (Guest Registration Card). The guest has to fill in the form and attest
his signature. This agreement between the hotel and the guest is known as a simple
contract.
14.2.1 Registration Process
The registration process has the following basic concepts.
1. Collection It is the gathering of information about the guest such as date and time of
arrival, guest personal information (name, address, nationality, occupation etc), purpose of
visit, date of departure.
2. Product Matching Assigning the right room to the guest a desired based on
availability.
3. Revenue Management The billing instructions i.e. mode of payment through cash,
credit card, travelers cheque etc.
4. Rooms Management The duration of stay of the guest. The availability of the room

for resale for the next guest.

5. Completion After the guest has registered a rate for room is decided and a room
assigned after establishing his creditability. Then the guest along with his luggage sent to
his room. After that the receptionist would complete the paper and other work related to
the new arrival.
14.2.2 Registration Record
The registration record is a collection of important personal and financial guest
information. A typical registration record includes:
i) Guest name and surname
ii) Guest address and telephone number
iii) Company affiliation (if applicable)
iv) Expected arrival
v) Planned departure date or length of stay
vi) Required room rate
vii) Required room type
viii) Room number
ix) Method of payment
x) Special requests
xi) Signature of the guest.
Guest registration information details forwarded to different areas and functions of the
hotel are:

Flow of Registration Information

14.2.3 Registration Methods

Three methods are used for registration by hotels:
1. Bound Book It is a big bound book. Guest on arrival fills his details in a line and
signs in this book. It is often used in small hotels. The disadvantages of this book handling
are:
Confidentiality of guest information cannot be maintained. The next guest can easily
access the details of the previous guests.
The book is bulky and gets dirty and torn very soon due to frequent usage.
Pre-registration of VIP and others cannot be done.
Only one guest can register at a time.
2. Loose Leaf Register In this system, a separate loose leaflet is used
for each day
instead of a consolidated / bound register. To some extent the confidentiality of guest
information can be maintained. It is mostly suitable for medium sized hotels. The
disadvantages of this method are:
It can be easily misplaced, if the desk clerks are careless.
The leaflet may not be fully filled or in some occasions single sheet may
not be sufficient.
Filing also becomes a problem
Only one guest can register at a time.
3. Individual Registration In this system, a separate card is used for each guest. The
cards may be designed so as to serve various purposes. It may be made in duplicate or
triplicate with the help of carbon papers so that one copy can be sent to Government
departments and the other retained by the hotel. The following are the advantages of this
method:
The size of the card is small and quite handy.
They may also be used to serve as a guest history card.
Complete privacy of the guest is maintained.
Many guests can be registered in the rush hours at the same time.
14.2.4 Systems of Registration
1. Manual System This system is used by small hotels. In this system, all the documents
including the guest folio, arrival notification slips, C form (to be filled in by foreigners) are
prepared and distributed manually. The accuracy shall depend upon the guests legible and
accurate completion of the card. This is a rather slow and time consuming method and is
prone to errors hence not suitable for large hotels.
2. Semi- automatic System All those hotels which do not operate on computer and are
either medium or large in size use this method. Office machinery such as typewriter and
various clerical equipments, racks and filling rack etc are used in this method.
3. Automatic System Automatic systems use computers. They are very efficient,
accurate, and fast. It helps in smooth and speedy check-in and the guest can simply sign in
the registration documents generated by the computer.
4. Express Check-in System In some fully automated hotels the arriving guest can self
register himself through self-registering terminals located in the lobby. To facilitate speedy
registration process, these registration terminals of the hotel may also be located in airports,

international bus terminals and car rental agencies. This is a very fast method of registraon.
14.3 ROOM STATUS
At registration, check-in clerks shall contact the housekeeping department to seek latest
information about the status of hotel rooms so that they can assign only clean and available
rooms for sale to their guests. That's why, the Front Office, Housekeeping and Reservation
Department shall maintain a high degree of collaboration between them.
The front office and housekeeping department shall continuously update the status of each
single room. Below is the typical housekeeping room status flow for any single room:
Occupied On-changeClean and Available for Sale
The front office and Housekeeping Department shall frequently reconcile and compare
their updated reports (especially under the manual system) for any possible room status
discrepancy.
In order to be sales minded and convince potential guests to accept the highest priced
rooms, the front office clerk shall be aware of the characteristics of each room type, the
differences within the same room category (i.e. furnishings, amenities, and location).
14.4 ISSUING ROOM KEYS
With the issuing of room keys, the rooming process gets to an end. However, concerning
room keys, front office clerks shall respect hotel's written policies governing guestroom
key control. As an illustration, front desk agents shall only handle the room key to the guest
without announcing and / or spelling out the room number. This is a vital requirement to
protect and ensure guest safety and privacy. After guest is handed over his / her room key,
front office clerks shall offer bellboy assistance
14.5 FULFILLING SPECIAL REQUESTS
Front Office Department shall watch for special requests by guests and try promptly to
satisfy them. This creates a good impression and lasting professional relationship with the
guests and increases the probability that the hotel will receive these guests for many more
times to come in the future (i.e. repeat guests). Guests' requests are usually grouped under
the following categories:
Room type
Bed type
Location
View
Amenities
14.6 ROOM AND RATE ASSIGNMENT
The hotel shall identify the room preference of the guest and allocate an available room
from the existing specific room category (i.e. type & rate). That's why, under semi and fully

automated systems, reservation and check-in clerks shall be sales minded while negotiating
room and rate assignment with guests. This fact applies for registration clerks under the
manual system as well. Moreover, while assigning rooms, check-in clerks shall keep an eye
on hotel's reservation commitments and not assign a room to a guest, while that very room
is pre-assigned to some other guests for the same period of time.
14.6.1 Room Rates
While pricing rooms, the hotel shall keep in mind that rate should be between a minimum
(determined by cost structure) and a maximum (determined by competition structure)
boundary as depicted below:
Minimum (Hurdle Rate) < Room Rate < Maximum (Rack Rate)
Cost Structure < Room Rate < Competition Structure
Rack rate: The price a hotel charges for a room before any discount has been taken into
account. The published rate for a room sometimes set artificially high in order to
accommodate and used to calculate a variety of discounts.
Front office department shall finalize room rates with guests during the registration
process. Moreover, rack rates shall only be applicable for walk-ins especially during the
high season. Lastly, room rates might be affected by:
a) Seasonality
b) Service level
c) Room location
d) Type of Guest and / or usage (eg. commercial, corporate, complementary, group,
family, day, and package-plan etc.).
14.6.2 Methods of Payment
Guests, at the registration stage, shall communicate or confirm their intended method of
payment. Below are the common methods of payments accepted by hotels:
1. Cash Guests intending to settle their accounts by cash shall have no in-house charge
privileges and, hence, all their purchases should be paid in advance (i.e. PIA status), which
means that as guests purchase any kind of service or product,they shall pay for it
immediately. In accordance to cash payment, registration clerks shall prepare lists of PIA
guests and communicate them to all Point of Sales outlets. On the other hand, paying
immediately might not suit some guests (even though intending to settle their accounts by
cash), that's why hotels might give guest charge privileges, on condition that they provide
an imprint of a valid card or an approved direct billing privilege at registration.

2. Personal Cheques Very few hotels still accept personal cheques as a method of
payment due to the high probability of fraud associated with this method. In fact, in order
to accept personal cheques, most hotels necessitate that these cheques be supported by a
credit card with a cheque-cashing guarantee, that the amount to be cashed against cheques
shall be within the hotels established limit, and preferably accept personal cheques only

during standard business hours where banks are open.

If personal cheques are to be accepted, front office personnel shall imprint the credit card
on the backside of the guest personal cheque and record the Guest ID card or driving
license certificate along with the guests address and telephone number on the face of the
cheque.
3. Credit Cards Nowadays almost all the mid-sized and large hotels have credit card
machines. Credit cards have become a preferable method of payment for guests and hotels.
The guest credit card is swiped on the spot and the amount credited to the hotels account.
4. Direct Billing Some guests (especially VIP) do not prefer to wait at checkout queues
like other guests before departure. They, rather, prefer, only to sign their guest folios, go to
their homes, and later receive a certain invoice detailing their charges while they were
staying at the hotel to be settled by payment to hotel bank accounts. In order to satisfy the
needs of this category of guests, hotels created the direct billing process.
To be eligible for a direct billing privilege, guests shall at pre-arrival stage or maximum at
the arrival stage fill a hotel credit application form along with the provision of an imprint of
a valid credit card. This form is sent to the Front Office Manager or Rooms Division
Manager for approval.
5. Special Programs Special programs are any form of vouchers, coupons, or any special
incentive awards received from businesses, airline companies etc.

1.
2.
3.
4.
5.

What is registration?
What are the steps involved in registration?
What are the information generally collected from the guests?
What are self-registering terminals?
What are the factors that affect the room rates?

KEY WORDS
Registration The act of registering. An entry in a register
Hospitality Cordial and generous reception of or disposition toward guests
Creditable Worthy of trust
Complementary Forming or serving as a complement
Cheque A cheque is a negotiable instrument instructing a financial institution to pay a
specific amount of a specific currency from a specific account held in the depositor's name
with that institution.

LESSON 15
GUEST ACCOUNTING

CONTENTS
15.0 Aims and Objectives
15.1 Introduction
15.2 Guest Accounting
15.2.1 Guest Bill
15.2.2 Guest Bill Communication Methods
15.3 Process of Guest Accounting
15.3.1 Types of Financial Transaction
15.3.2 Preparing of Documents
15.3.3 Checking and Ensuring Accuracy
15.3.4 Settlement of Account
15.4 Credit Control
15.4.1 Objectives of Credit Control Measures
15.4.2 Common Causes for Unpaid
Account Balance
15.5 Cash Control

15.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Guest billing and billing methods
Processing of guest account
Credit control and cash control.
15.1 INTRODUCTION
The hotels profitability not only relies on efficient room selling, professional attitude and
standard of services provided to its guest but also mainly on the accurate guest
accounting system and procedures followed. It is the responsibility of front office to
prepare the guests bill, present it, and ensure that it is paid. This involves a lot of record
keeping, for a guest may incur a large number of separate charges during his stay, from the
cost of room and various meals through to telephone, laundry and entertainment.
The process is complicated by the fact that the hotel industry traditionally gives a guest
credit facilities during his stay. The amounts involved can be quite substantial: a room for
one night Accommodation coupledwith an evenings business meeting entertaining
company Operation staff in a top class city centre hotel can amount to several hundred
rupees. In contrast to many other businesses, this credit often may have to be extended to
relative unknowns at short notice.
15.2 GUEST ACCOUNTING
An account is a record of a business transaction and on this document financial data are
recorded and summarized.
The term guest accounting from hotel point of view means knowledge of what is to be
received from the guest and what is paid by the guest. To have updated information of the
same, it is important that at all times during the guest cycle, an efficient system is used.
Various systems such as manual, semi-automatic or fully automatic system may be used
depending upon the size and type of the hotel.
The objective of the guest accounting procedures is as follows:
To maintain accurate and up-to-date guest accounts.
To ensure that payment is received promptly and in full.
To provide management with accurate and up-to-date financial reports.

15.2.1 Guest Bill

The guest bill is updated immediately as it is received from the various departments / sales
outlets. It is very important to maintain and record all upto the minute details of the
accounts of the guest. A person who checks into a hotel is usually entitled to credit facilities
for his purchases of accommodation, food and beverages, telephone and other facilities.
The following picture shows the sources of guest bill.

Information Flow for Guest Bill

15.2.2 Guest Bill Communication Methods

Speed and accuracy in preparing and maintaining of guest account is very important so as
to avoid any late charges. This is possible only when there is very effective communication
system between the billing section and sales outlet. Depending upon the type of hotel the
communication methods can be:
1. Manual In small hotels, a bell boy or a waiter or a person from the department where
sale has taken place rushes to the billing counter for entry into the guest folio.
2. Mechanical Some medium or large sized hotels have pneumatic tubes (pressure suction
tubes) for sending signed vouchers of the guest from the department or outlet selling the
service or commodity to the billing counter.
3. Fully Automatic System From the point of sale terminal (POS) the entry is made to
the centralized computer server where the guest folio is updated and stored. This method is
very efficient and convenient and is widely used today in almost all the medium sized and
large hotels.

15.3 PROCESS OF GUEST ACCOUNTING

The process of guest accounting is based on the following concepts:

1. Financial transaction, creation and maintenance of accurate accounting details.
2. Making of necessary documents and recording of transaction on relevant documents.
3. Ensuring internal control, checking and establishing the accuracy of the recorded
transaction.
4. Settlement of the accounts, which may be by cash or credit payment.
15.3.1 Types of Financial Transaction
Financial transactions are generally of three types:
1. Accounts Receivable When a guest goes to the bar or restaurant (and consumes drinks
or food) or avails laundry facilities, or makes telephone calls, etc, and does not pay cash but
signs a voucher (an undertaking that he agrees to the specified amount and shall pay later)
and also the room charges etc. are all examples of financial transaction where amount is to
be received by the hotel from the guest(guest has to pay) and these are called 'accounts
receivable for the hotel. Any 'returned checks Operation and charge backs' (may be his
previous skipper account) etc. are also examples of the same.
2. Accounts Payable These are those transactions where the guest pays to the hotel
against his outstanding; for example, he pays against his bill amount in part or full. Also
this type of transaction would include any allowances or discount given by the hotel to
guest and a transfer amount, etc. Such transactions are not very common usually. Such
financial transactions will reduce the outstanding balance to be paid by the guest.
3. Cash Transaction Cash Transaction means that the guest pays cash to the hotel. For
example, when a guest goes to a bar or restaurant and is served with drinks or food and
then presented a check for the same, he pays cash for that check. Such transactions neither
increase nor decrease the guest's outstanding balance.
15.3.2 Preparing of Documents
Documents are those where the financial transactions of the guests are recorded, as it is
humanly not possible to always remember all the transactions made by all the guests.
Various documents are generated during the process of guest accounting. The types of
documents generated also depend upon the system used, but some documents will always
be there no matter whatever system is followed.
1. Vouchers Vouchers are also called checks. A document to detail transactions at point
of sales and meant to transmit transactional information to front office of guest charges
which need posting. When a guest consumes some services / facilities / goods of the hotel
from any of its departments or sections, the concerned department prepares the voucher.
This is a support document of the financial transaction. When the guest signs the voucher /
check for the amount of goods / services consumed by him the voucher is sent to the front
office bill clerk to be posted to the guest account card / guest folio. Commonly used
vouchers in hotels are cash voucher, charge voucher, transfer voucher, allowance
voucher,check out voucher, credit card vouchers, paid out vouchers, etc.
2. Folios A folio is a document which is initiated at the time of arrival of the guest

normally and all guest transactions are recorded on it, which increase or decrease the
balance of account. This is also called as 'guest accounts card' and is prepared for
every guest and room. In some hotels, it is also called guest weekly bill. All accounts
receivable, payable and paid out transactions are entered in this document. The information
about the value, time and date and the place of financial transaction is communicated by
the concerned section / department through signed voucher / check). Following are the
different types of folios that are used by the hotels.
Individual guest account card or folio: Maintained to record transaction made by
individual or independent guest with the hotel. Also called as Guest Folio.
Group folio: One folio for the whole group and this folio is required for recording all the
transactions made by the group (which are part of the package of the group). This is also
called as 'Master Folio'.
Semi-permanent or Non-guest folio: In this folio the credit financial transaction made by
non-resident guests with the hotel are recorded. Also known as 'city account card'
or 'non-resident guest account card'.
Employee folio: As the name suggests the financial transactions (if any) made by the
employees are recorded in this folio. These folios help in calculating incentives to the
employees.
Permanent / Companies / Airlines / Agents folio: Separate folios are maintained for
all the companies, agencies and organizations with whom the hotel has permanent billing
arrangements.
3. Postings Posting is the process of recording transaction on the folio. Posting will result
in a new balance of account. The posting may be done by hand writing method (manually)
by machine such as NCR (semi automatic system) or through computers (fully automatic
system).
4. VTL (Visitors' Tabular Ledger) is also called the 'tab' by some hotels. It is another
document used in small hotels. It shows debits and credits activities of the guest account.
5. Account Aging Report A document telling and supervising the receivable account
from the guest which have aged over a specific period of time. Account aging refers to the
method(s) of tracking past due accounts based on the dates the charges were incurred. To
illustrate, credit card payment accounts usually have ages of maximum one month.
However, some other Operation non-guest accounts (eg. late charges, disputed bills, bad
cheques and skippers accounts) might have ages measured in months, and even years.
Below, is the terminology associated with each account age:
Less than 30 days
Current Accounts
30 to 90 days
Overdue Accounts
Older than 90 days
Delinquent Accounts
6. Sales Journals A document which records cash sales of a department.
7. Cash Receipts A document issued by the cashier to the guest when the cashier receives
payment from the guest and then entered in cash register receipt ledger.

15.3.3 Checking and Ensuring Accuracy

This stage of accounting process is also called as 'auditing'. Usually auditing is done during
the night by Night Auditor when the business is relatively slow and hence the process is
called Night Auditing. This stage of the process is important to ensure the accuracy of

accounts balance so that if there is any discrepancy between outstanding folio balances and
departmental balances then the same may be sorted out without any delay. For an account
to be correct it is important that the total outstanding guest balance should be equal to the
sum of respective department's charged sale.
15.3.4 Settlement of Account
It is a very important phase of guest accounting process. This phase is involved in a major
activity of 'zeroing out' the folio balance i.e. the outstanding debit balance is neutralized by
the settlement of credit balance. The settlement can be either by cash payment by the guest
or by credit card charge or by transferring the account to company account. In the last two
cases, the balance account is transferred to city ledger account.
15.4 CREDIT CONTROL
The term credit control refers to the various measures taken by a hotel to ensure that guests
settle their account in full either themselves or someone else on their behalf (which may be
credit card company, an airlines, a corporate office or any other agency or person) and
does that within a specified period of time. Various steps that will help in credit control are
to be taken at various stages, by various personnel of the hotel.

15.4.1 Objectives of Credit Control Measures

i) To avoid and prevent loss due to walk-outs. Here the term walk-out include all those
guests who knowingly or unknowingly or by mistake leave the hotel without paying/
settling their bills.
ii) To reduce the problems of inconvenience which the cashier (who will not have
verification of bills), the house keeper (who won't know the room status) and the
management (who may decide to start legal proceeding) etc. will face because of a walkout guest.
iii) To prevent late settlement of guests accounts. The delay in payment can cause cashflow
problems for the hotel and if there are many such cases the hotel may find itself in difficult
situation to operate, and bad debts may increase.
iv) To avoid guest dissatisfaction, embarrassment and annoyance at the check out time
when all of a sudden a departure guest is informed that the hotel does not accept any
particular company's credit and or that the hotel does not accept that particular currency in
which he wishes to pay or his total bill is above the credit limit of the credit card company
and the company refuses to approve a higher limit.
15.4.2 Common Causes for Unpaid Account Balance
i) Guest is not explained clearly as to which credit cards are accepted and that which are
the acceptable currencies, and if the bill exceeds the credit limit then he will have to pay the
balance in cash.
ii) Communication gap between credit department and cashier- for example failure of the
credit department in timely communication to cashier that the bill amount of
guest has exceeded the limit.
iii) Negligence and carelessness for example ignoring to look at the black list. To avoid
such problems, it is important that the guests are given clear instructions at the time of

check-in, timely notification of the exceeding of credit limit, reference to black list
frequently, and making sure that the guests who come with company credit facility and
other such credit facilities such as airlines, and travel agents etc, understand that they have
to sign their billing statement, before leaving the hotel at checkout time, and finally it is
important that all the concerned departments and sections etc must follow the credit policy
of the hotel very strictly and religiously.
15.5 CASH CONTROL
Like credit control cash control in a hotel is also of great importance. Cash control involves
that all the transactions which the guest makes in cash with various sales sections of the
hotel are recorded immediately and cash collected. All the cash is kept properly under lock
and key and under the supervision of cashier. The petty cash is also controlled and a proper
check on that is made since hotels don't encourage credit sales, and for proper cash sales,
the cash control becomes all the more important for a hotel. Usually cash sales should be
encouraged at areas such as health club, swimming pool and car parking etc. Payment in
hard currency, travelers cheques and bank drafts are considered to be cash sales. Whenever
a guest pays cash it is mandatory for the cashier to make cash receipt and hand it over to
the guest. The cash collected every day must be sent to the bank for deposit.

1.
2.
3.
4.
5.

Define guest accounting.

What are the objectives of guest accounting.
How will you communicate about the bill to the guest?
W hat are the documents that are associated with the guest accounting?
What is credit control?

KEY WORDS
Billing The procedure of preparing a financial statement. The act of requesting payment
for money owed
Credit The positive balance or amount remaining in a person's account
Accounting The bookkeeping methods involved in making a financial record of business
transactions and in the preparation of statements concerning the assets, liabilities, and
operating results of a business
Voucher A written record of expenditure, disbursement, or completed transaction
Posting The act of transferring an account, as from the journal to the ledger
Ledger A book to which the record of accounts is transferred as final entry from original
postings
Auditing An examination of records or financial accounts to check their accuracy

LESSON 16

SAFETY AND SECURITY

CONTENTS
16.0 Aims and Objectives
16.1 Introduction
16.2 Security System
16.2.1 Safety and Security Measures
16.3 Types of Security
16.3.1 Physical Aspects
16.3.2 Security Aspects of Persons
16.3.3 Security Aspects of Systems
16.4 Handling Security Threats

16.0 AIMS AND OBJECTIVES

At the end of this lesson, students should be able to demonstrate appropriate skills, and
show an understanding of the following:
Safety and security,
Security system and types and
Methods for handling security threats.
16.1 INTRODUCTION
Security has always been a concern for hotels worldwide. Security of guest and his
property and the hotel property as well is of great concern for the hotel. In India very few
cases (hardly any) have been filed in the civil court asking for compensation for alleged
security deficiencies whereas in the U.S. hundreds of cases of negligence leading to law
suits for large sums (thousands of dollars) are filed. A hotel would always prefer to have an
out-of-court settlement to not only avoid money and time wastage but also to keep itself
from controversy and save its reputation. At any reasonable cost, the hotel management
would want the complaint withdrawn.
16.2 SECURITY SYSTEM
The hotel should have a proper security system to protect the human beings (guests and the
staffs), physical resources and assets (buildings, equipments, appliances) and also the
belongings of the guests i.e. his luggage and property and sometimes even pets.
There are two types of security threats hotels should be concerned with:
1. Threats that might affect a guests health, comfort or wellbeing.
2. Threats that affect the hotel directly, in particular its fixtures and fittings, its revenue and
its reputation.
Therefore, it is important for the hotel management to select reputable and reliable system
and agency or agencies which will provide protection against all such threats which will
create problem for the hotel.
16.2.1 Safety and Security Measures
1. Resident card (identity card) has to be provided to the employees and insisted to use
them regularly at all times during work.
2. Key control system should be employed. Bellboy errand card should be instituted.
3. Maintain record of master key used by staff.
4. Housekeepers occupancy report to be made regularly. Proper procedure of checking
keys in rack should be followed.
5. Double lock system, magic eye and a door chain
system to be installed. 6. Proper left luggage system to be followed.
7. Safety lockers for guest valuables should be provided.
8. Smoke detectors to be installed.
9. Install modern and efficient fire fighting system.
10. Proper regular maintenance of equipment, appliances and building should be carried
out.
11. Install close circuit camera at parking and other strategic areas in the hotel.

12. Fire escape route must be designed and highlighted.

13. Frequent patrolling by the security staff must be made.
14. Security frisking (body check) if needed (without
offending the guest).
15. Heavy drapes to be drawn during night on windows and exposed glass panels to cut
out external light.
16. Computer and data processing security installed (for safeguarding of computer
information, so that it does not reach the competitors and protection against virus in the
programme.)
17. Preferably use computerized magnetic keys or room keys.
18. Employ a house detective.
16.3 TYPES OF SECURITY
Security can be classified under following aspects:
1. Physical aspects
2. Security of persons (guest and staff)
3. Security of systems
16.3.1 Physical Aspects
Physical aspects of security can further be sub-divided into
two parts:
(i) internal and
(ii) external.
Internal Security:

Against theft (close circuit camera and burglars alarms).

Fire security (smoke detectors, fire alarm, water sprinklers, fire extinguishers).
Proper lighting of corridors, fire escape, basement and other areas).
Safeguarding assets (proper inventory, regular physical checks, etc.)
Keeping track of unwanted guests.

External Security:

Proper lighting of boundary and outside of the building.

Proper fencing of the building.
Fencing of pool area to avoid accidents at night.
Planting of shrubbery can also help in restricting perimeter access into the properly.
Avoid poisonous and thorny bushes, barbed wire and electric fencing.
Manning of service gates to restrict entry.
Fixing of closed circuit T.V. cameras.

16.3.2 Security Aspects of Persons

Security aspects of persons can further be subdivided into two parts:
(i) staff and
(ii) guests.
Staff:
A fourteen points effective programme for staffs is suggested as follows:
i)Rigorous recruitment and selection procedure: References checked, properly screened etc.
ii) Identification of staff: Issue identity badges and use distinct uniform for easy
identification.
iii) Key control: Maid should carry the key in her possession and issuance and return
should be properly recorded.
iv) Red tag system: Proper system for hotel property being taken out.
v) Training: Proper training to employees to note unusual things, safety drills and fire
fighting skills.
vi) Adherence to management policy of security: An employee disregarding company
policy should not be confirmed.
vii) Trash handling: Trash should be checked to see if employees are smuggling out things
out of hotel with trash.
viii) Employees parking: Proper checking of employees vehicles at the time of going off
duty. If possible it should be isolated from the main parking/ guest parking.
ix) Locker inspection: From time to time surprise checking of staff lockers.
x) Inventory records of linen, stores and other items.
xi) Bring in experts (snoops): Hire an outsider, bring him as a guest to check and report
about the culprit staffs.
xii) Security consciousness: Guest should be told to be careful about his property.
xiii) Entrust employees: Employees should be asked to report about suspected persons guests with scanty baggage etc.
xiv) Set example: Management should follow these rules and should encourage employees
to follow the same.
Guests:
i) A guest suspected of taking away hotel property should be charged on the bill. Not
many guests will protest if told they are being charged for souvenirs.
ii) Scanty baggage guest should be carefully watched.
iii) Rooms should not be opened for guests coming and saying hat they have left their keys
inside unless their identity is established.

iv) Personal belongings of guest may be stolen, guest may be

v) Employee should be instructed not to divulge information about guests to outsiders.
vi) Any suspicious person roaming in corridor must be immediately reported.

vii) Housekeeping staff should ensure never to leave keys lying exposed on unattended
carts in corridors.
16.3.3 Security Aspect of Systems
Security aspect of systems in hotel is equally important to physical and persons security.
The objective of such security is to safeguard the assets of the hotel. Systems, procedures
and the policies followed properly shall safeguard the assets and shall increase the life span
of equipment.
i) Record all losses and missing items immediately.
ii) Inventory control should be proper.
iii) Auditing should be done on regular basis.
iv) Proper system for cash receipts and disbursements should
be created and followed.

16.4 HANDLING SECURITY THREATS

1) Protecting Guests from Fire
One of the major threats is that of fire. Although we have not had loss of life in hotels in
India (perhaps as a result of our methods of construction and the absence of wall to wall
carpeting) hotels here are also bound by law to take necessary fire safety precautions.

Fire Alarm System

A front office manager is duty bound to ensure that he is satisfied with a hotels:
fire detection systems
fire containment provisions
escape procedures
fire-fighting equipment
2) Terrorist T hreats
There is little, if anything, a front office manager and his staff may do if there is some kind
of threat from terrorist attack. However, bomb threats are received by someone at the front
line - a telephonist or a front office clerk - and a procedure must be in place to ensure that
all the information that can be gathered about the nature of the threat is recorded
thoroughly investigated.
3) Threats to Privacy
It is the duty of front office to protect the privacy of its guests even and perhaps especially
if they are in the public eye. However, it is not only the privacy of VIP guests that must be
respected but also every one of our guests is entitled to his or her own privacy. Steps must
be taken to ensure that information about our guests is not divulged to outsiders. Giving
room numbers to individuals other than the persons being accommodated in those rooms is
unethical and should be avoided at all costs.
4) Threats to Guests Property
Although the hoteliers liability is limited, it is in the interests of protecting the reputation
of the hotel to ensure the safety of its guests and their property if anything to protect the
reputation of the hotel. If the hotel is in an unsafe area, or in an area frequented by
unscrupulous characters, guests should be made aware of this, especially if they intend to
venture out of the hotel at night.
5) Confidence T ricksters or Conmen
There is very little a hotel can do if a confidence trickster makes his way into a guests
life. These types of people often settle their own room accounts and are simply guests
from a hotel point of view. However, when the identity of a conman is known the hotel is
ethically bound to blacklist him and refuse him accommodation in the hotel, perhaps even
inform the police as a community service gesture.
6) Misbehaving Guests
Guests themselves may also threaten each others enjoyment. If a traveller turns up in a
drunken state asking for a room a hotel is entitled to refuse him on the grounds that he is
not in a fit state to be received. This is true even if he already has a booking / reservation,
as he has broken one of the implied conditions of the contract. Similarly if the guest
misbehaves throughout his stay the hotel is not obliged to let him stay. When guests
complain about being kept awake by a noisy couple or a drunkard next door, it is not
good enough to tell a disturbed guest that nothing can be done about that. One must

employ considerable tact in dealing with such situations and settle problems satisfactorily.
7) Protecting Staff
Staff should be able to work in a harmonious and secure environment. In this sense, all
measures taken to protect guests will provide further security for employees. Some guests
are unscrupulous and although it is highly unlikely that guests will rob staff property some
guests may make the integrity of the staff questionable. Unfortunately this may happen to
female staff who refuse sexual advances from guests. It is in the interest of the hotel to
protect its staff by ensuring that the integrity of employees is safeguarded and it would be
unwise for a manager to immediately accept the guests complaint without hearing the
employees version of events.
8) Theft from Hotel
It is unfortunate that even the wealthiest of guests may have a propensity to pilfer a hotels
property as a souvenir. This normally happens at check out when a guest leaves the hotel
with a variety of items virtually anything that is not securely fastened down: soap,
towels, mats, sheets, blankets, coathangers, lamps, trouser presses, electric kettles, TV sets
and even plumbing fixtures.
9) Walk-outs, Skippers or Runners
There are a number of guests who leave without paying bills. These guests can generally be
divided into three groups:
The accidentals - these are guests who simply forget to pay, often their extras bills.
Most of these guests do not intend to leave the hotel without paying they simply
believe their account is being settled by someone else. When contacted these guests pay
their bill immediately and are highly embarrassed. The hotel should deal with them
tactfully and courteously.

Opportunists. These guests check in with the intention of paying their bill on
departure, but when they realise that they can get away with not paying their bill (or simply
a transaction that should have found itself on their bill eg. last minute breakfast or
minibar consumption) they make a run for it.
Premeditators. These are guests who, from the start, have the intention of leaving the
hotel without paying. Some of these guests go into considerable lengths in
order to avoid paying. These guests generally stay for short periods and will move to other
hotels as soon as payment is demanded. Experienced room staff can often detect
premeditated walkouts.

10) Immorality
An immoral contract, under our law, is void. A contract must be based on a lawful
consideration (Section 966 of the Civil Code) if it is not, then it may not be enforceable in
a court of law. It is in the interest of a hotel to discourage prostitution, not only because the
hotel has a reputation to protect but also because prostitution may bring about a number of
difficulties. Similarly a hotel must ensure that other illegal practices, such as illegal
gambling, are not conducted on its premises.

1. What are the types of threats that a hotel generally face with?
2. How will you classify the security?
3. What are the things that need to be taken care for the protection
of a hotel from fire?

KEY WORDS
Security Physical safeguards to insure safety to people and properties
Complaint A formal charge, made under oath, of a crime or other such offense
Appliances A device or instrument designed to perform a specific function, especially an
electrical device, such as a toaster, for household use
Patrolling The act of moving about an area especially by an authorized and trainedperson
or group, for purposes of observation, inspection, or security
Frisking Alarm To search (a person) for something concealed, specially a weapon, by
passing the hands quickly over clothes or through pockets An electrical, electronic, or
mechanical device that serves to warn of danger by means of a sound or signal
Shrubbery A row or border of short statured shrubs, allowed to grow naturally
Trickster A person who cheats
Conman A swindler who victim defrauds after gaining his or her confidence.