com
ACCOMMODATION OPERATION
B.Sc.
(Catering Science and Hotel Management)
First Year, Part III, Paper 3
CONTENTS
Page Nos.
HOUSEKEEPING
UNIT - I
Lesson 1
Hotel Housekeeping
3 14
Lesson 2
15 32
Lesson 3
33 44
UNIT II
Lesson 4
Bed Making
47 54
Lesson 5
55 70
Lesson 6
Laundry
71 92
Lesson 7
Pest Control
Lesson 8
93 110
111 118
UNIT III
Lesson 9
121 132
FRONT OFFICE
UNIT IV
Lesson 10
Introduction to Hotels
135 152
Lesson 11
Classification of Hotels
153 170
Lesson 12
171 184
Lesson 13
Reservation
185 196
Lesson 14
Registration
197 206
UNIT V
Lesson 15
Guest Accounting
209 218
Lesson 16
219 228
Year Part
I
Theory
100
HOUSE KEEPING
Unit I
House keeping 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
House keeping department-Hierarchy, duties & responsibilities of house keeping 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
UNIT I
UNIT II
UNIT III
UNIT IV
UNIT v
1.
:
:
:
:
:
2.
3.
4.
5. i)
6. i)
i) Explain in your own words about the front office department and its functions.
ii) Give a brief description about the duties and responsibilities of the front office
staffs.
iii) What are the equipments that you find in a front office department?
8.
LESSON 1
HOTEL HOUSEKEEPING
CONTENTS
1.0
1.1
1.2
1.3
1.4
1.5
1.1 INTRODUCTION
Housekeeping is an important and integral part of the guest
experience and satisfaction. Other things such as security are
important, but what guests really want is to feel at home, to feel
comfortable. Although the staff providing this service do not
necessarily interact directly with the public, the quality of their work is
critical in shaping guests pleasant memories of their stay.
The impact of the housekeeping function on the success of a
hotels operations cannot be underestimated, since large revenue for
hotel industry is generated mainly from the sale of rooms.
Good housekeeping is the foundation of good infection
prevention. The general cleanliness and hygiene of a facility are vital
to the health and safety of guests, staff, and visitors. Pleasant work
environment contributes to staff members' satisfaction, making them
to be more productive. A more pleasant environment improves guest
Accommodation
Operation
1.
2.
3.
4.
5.
good eye for detail. This work is an art and the housekeeping
staff is mainly responsible for creating a pleasant atmosphere.
Hotel Housekeeping
2. Bed Making
3. Linen
Management
4. Laundry
Services
Accommodation
Operation
5. Pest Control
6. Key Control
7. Safety and
Security
8. Interior
Decoration
9. Room
Maintenance
Hotel Housekeeping
Accommodation
Operation
2. Personnel
3. Purchase
7. Security
8. Stores
Hotel Housekeeping
2. Double Room
3. Deluxe Room
4. Twin Room
Accommodation
Operation
10
5. Hollywood
Twin
6. Studio
7. Suite
8. Penthouse
Suite
9. Parlour
10. Executive
Room
13. Efficiency
Room
14. Cabana
15. Sico
Hotel Housekeeping
11
Accommodation
Operation
Bath towel
Slippers
Bath Gels
Dental Kits
Shoe Shines
Cotton Balls
Loofah
Clothes Brushes
Racks
Shoe baskets
Hangers
Gargle Tumblers
Water tumblers
Do Not Disturb cards
Breakfast knob cards
Polish my shoe card
Face towel
Soaps/ Soap dish
Bath Lotions
Shaving Kits
Shoe Mitts
Sanitary Bags
Bathrobes
Carry Bags
Garbage Barrels
Rattan Baskets
Swizzle Sticks
Toilet Rolls
Service directory
Bible / Gita
Room service menu
Room beverage menu
Hand towel
Shampoos
Shower Caps
Sewing Kits
Combs
Cotton buds
Nail files
Shoe Horns
Tissue Boxes
Pallets
Umbrellas
Fruit Sticks
Guest stationery
Ash tray
Match Box/ Lighter
Guest house rules
12
Hotel Housekeeping
Economy Hotel
Luxury Hotel
Number of rooms
Types of rooms
Guest room supplies
1.10 KEY WORDS
Lobbies
Dcor
Upholstery
Napkins
Synergetic
Departure rooms
Clear rooms
Cabana
Sico room
Accommodation
Operation
1.
2.
3.
1.12 REFERENCES
1. Martin Robert J (1998), Professional Management of Housekeeping Operations, John Wiley & Sons New York.
2. Andrews Sudhir (1985), Hotel Housekeeping Training Manual,
Tata Mc Graw-Hill Publishing Co. Ltd.
3. Rosemary Hurst (1971), Housekeeping Management for Hotels
and Residential Establishments, William Heinemann.
14
LESSON 2
CLEANING AGENTS AND
EQUIPMENTS
CONTENTS
2.0
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10
2.11
2.12
2.13
2.14
Accommodation
Operation
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 overemphasised. Cleanliness, safety and security are three of the
highest requirements of the travelling public. T he 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:
16
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 ( E x a m p l e Tween 20), w h i c h are produced from
petrochemicals. Surfactants lower the surface tension of water,
essentially making it 'wetter' so that it is less likely to stick to itself
and more likely to interact with oil and grease. Detergents are similar
to soap, but they are less likely to form films (soap scum) and are not
as affected by the presence of minerals in water (hard water).
There are several factors that dictate what compositions of
detergents should be used, including the material to be cleaned, the
apparatus to be used, and tolerance for and type of dirt.
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:
17
Accommodation
Operation
Powders and flakes are useful in getting instant lather but are
expensive. When used, care should be taken that they are
thoroughly 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
2.3.9
Absorbents
19
Accommodation
Operation
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.
2.
3.
4.
5.
20
Hard brush: have bristles that are stiff and well spaced.
These are most suitable for removal of litter. Example:
upholstery brush, carpet brush etc.
Soft brush: have bristles that are flexible and set close
together. They can be used to remove loose soil and
litter. Example: tooth brush, feather brush, shoe brush,
coat brush etc.
Scrubbing brush: can be used to remove heavy soiling
from small areas or by the use of mechanical scrubbing
machines, if possible. Example: deck scrubber, clubshaped / hockey stick shaped toilet brush, etc.
21
Accommodation
Operation
2.6.2
Mops
22
2. Wet mop,
moist mop
3. Yarn mop
In professional cleaning, mops are often preimpregnated with an ideal amount of liquid. This
6. Hot mop
23
Accommodation
Operation
2.6.3
Broom
2.6.6 Cloths
1. Floor cloths
2. Wipes and
swabs
3. Scrim
4. Rags /
disposable
cloths
5. Dust sheets
6. Drugget
7. Hearth and
These are thick fabric cloths placed under the
bucket cloths buckets to prevent marking of the floor/ surface.
8. Chamois
leather
2.6.7
Carpet Sweeper
Accommodation
Operation
26
2.
3.
4.
5.
6.
27
Accommodation
Operation
7.
8.
2.7.3
28
2.
3.
2.
3.
Transportation
replacements.
4.
5.
6.
7.
Cost factors.
on
time
to
replenish
stocks/
29
Accommodation
Operation
2.
3.
4.
5.
6.
7.
30
Abrasive
Foam like materials made of formaldehyde melamine and sodium bisulphate co-polymer, used as
a cleaning agents.
Squeezes
2.
3.
4.
Accommodation
Operation
5.
6.
What are the points that need to be kept in mind while selecting
cleaning equipments?
7.
List the rules that need to be adopted while storing the cleaning
equipments.
CHECK YOUR PROGRESS - ANSWER
1.
2.
3.
4.
Hard brush: have bristles that are stiff and well spaced. These
are most suitable for removal of litter. Example: upholstery
brush, carpet brush etc.
Soft brush: have bristles that are flexible and set close together.
They can be used to remove loose soil and litter. Example: tooth
brush, feather brush, shoe brush, coat brush etc.
Scrubbing brush: can be used to remove heavy soiling from
small areas or by the use of mechanical scrubbing machines, if
possible. Example: deck scrubber, club-shaped / hockey stick
shaped toilet brush, etc.
5.
2.14 REFERENCES
1. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional
Housekeeping, Hyperion Books.
2. Martin Robert J (1998), Professional Management of Housekeeping Operations, John Wiley & Sons New York.
3. Andrews Sudhir (1985), Hotel Housekeeping Training Manual,
Tata Mc Graw-Hill Publishing Co. Ltd.
4. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel
Housekeeping Principles and Practice, Edward Arnold,
London.
32
LESSON 3
CLEANING A GUEST ROOM
CONTENTS
3.0
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8
3.9
3.10
3.11
3.12
3.13
3.14
Spring cleaning
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.
Accommodation
Operation
2)
3)
4)
5)
6)
3.2.2
34
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)
4)
5)
6)
7)
8)
9)
Cleaning a
Guest Room
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.
35
Accommodation
Operation
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
2)
3)
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)
6)
7)
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
2)
3)
4)
36
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)
2)
3)
4)
5)
6)
7)
8)
9)
Cleaning a
Guest Room
2)
Switch on the lights and ensure that all the light fixtures
are working.
3)
4)
5)
6)
7)
8)
9)
37
Accommodation
Operation
2)
3)
4)
5)
6)
Put all the correct supplies, clean the mini fridge from
inside and outside.
7)
8)
38
1)
Leave the front door open; make work sign "no" on the
door.
2)
3)
4)
5)
6)
7)
8)
9)
Cleaning a
Guest Room
39
Accommodation
Operation
2)
Shampooing carpets.
3)
4)
5)
6)
7)
8)
9)
40
2. Normally the top shelf contains all the supplies necessary like
note pads, pencil / pen, other stationary, gargle glasses,
emery paper, soaps, shampoo sachets, etc.
3. The first shelf has all bath linen like bath towels, hand towels,
face towels, bathmats, etc.
Cleaning a
Guest Room
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.
41
Accommodation
Operation
Master Key
Soiled
Casements
Cleaning a
Guest Room
Bathmats
Cookies
The room attendant must follow the method of work that will
cause least disturbance to the guest occupying that room.
ii) Must plan his work so that systematic method follows.
iii) Should work at a good speed.
iv) Should work efficiently and clean more areas at a time.
Accommodation
Operation
3.14 REFERENCES
1. Branson Joan C and Lennox Margaret (1998), Hotel, Hostel
and Hospital Housekeeping, Hodders & Stoughton.
2. Schneider Madelin, Tucker Georgina and Scoviak Mary (1999),
The Professional Housekeeper, John Wiley & Sons Inc, New
York.
3. Martin Robert J (1998), Professional Management of Housekeeping Operations, John Wiley & Sons New York.
4. Andrews Sudhir (1985), Hotel Housekeeping Training Manual,
Tata Mc Graw-Hill Publishing Co. Ltd.
5. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel
Housekeeping Principles and Practice, Edward Arnold,
London.
44
LESSON 4
BED MAKING
CONTENTS
4.0
4.1
4.2
4.3
4.4
4.5
4.6
4.7
4.8
Accommodation
Operation
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,
latex, water, or air. As time passes on more 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.
48
Bed Making
Bed Sizes
49
Accommodation
Operation
U.S. Sizes:
Twin Extra Long
Three Quarter
Super Single
48 84 in (1.22 2.13 m)
Olympic Queen
California Queen
60 84 in (1.52 2.13 m)
Eastern King
California King
Long King
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
Normal Double
54 x 75 in (1.37 x 1.91 m)
European Sizes:
Normal Size
Small Single
Large Single
(39 79 in) 1 2 m
Bed Making
51
Accommodation
Operation
Bed Making
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.
Latex
Mattress
Crease
Wardrobe
2.
3.
53
Accommodation
Operation
4.8 REFERENCES
1. Andrews Sudhir (1985), Hotel Housekeeping Training Manual,
Tata Mc Graw-Hill Publishing Co. Ltd.
2. Joan C. & Lennox, Margaret Branson (1969), Hotel
Housekeeping Principles and Practice, Edward Arnold, London.
3. Rosemary Hurst (1971), Housekeeping Management for Hotels
and Residential Establishments, William Heinemann.
4. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional
Housekeeping, Hyperion Books.
54
LESSON 5
LINEN AND UNIFORM ROOMS
CONTENTS
5.0
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
5.9
5.10
5.11
5.12
5.13
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
Accommodation
Operation
of the term linen includes all fabrics that are used in the hospitality
industry. Well laid out and stocked up linen room satisfies the needs
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 b e 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.
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
2. Sorting and
Counting
3. Packaging
4. Despatch
5. Deliveries
6. Checking and
Inspection
7. Storage
8. Repairs and
Alteration
9. Distribution to
Various
Departments
Linen and
Uniform Rooms
57
Accommodation
Operation
10. Stock-taking
and Records
11. Security
5.2.2
Hours of Operation
5.2.4
58
5.2.5
Linen and
Uniform Rooms
Architectural features
2.
3.
Activity areas.
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.
59
Accommodation
Operation
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.
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.
60
ii)
Linen and
Uniform Rooms
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)
61
Accommodation
Operation
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)
(will
Linen and
Uniform Rooms
63
Accommodation
Operation
64
Linen and
Uniform Rooms
2.
3.
65
Accommodation
Operation
Disadvantages:
66
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 and
Uniform Rooms
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 the storage space must include hanging space
as well as shelves. The uniforms must be segregated according to
the department. The Uniform Room usually incorporates the sewing
section and in some organizations both these areas are sections in
the Linen Room due to their inter-related functions. It is advisable to
have a trial room that may double up as an emergency changing
room if the need arises. For operational convenience, space must be
allocated for uniform attendants to be positioned at the exchange
counter, where they can enter the necessary records. Adequate
hampers into which soiled uniforms can be segregated and
deposited, as well as trolleys for hanging and folded uniforms are
also an operational necessity.
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-
67
Accommodation
Operation
ordinated uniforms worn by hotel staff can create a jarring note in the
entire image projected by the hotel.
5.8.1 Types of Uniforms Used
Aprons
Blouses
Belt
Bell Bottoms
Bush Shirts
Bows
Dungarees
Caps
Coats
Gumboots
Jackets
Rubber Slippers
Kameez / Kurta
Ladies Shoes
Long Coats
Woollen Overcoat
Pullover
Raincoat
Scarf
Saree
Salwaars
Shoes Leather
Loafers
Trousers
Turbans
Turras
Ties
Umbrellas
68
Linen and
Uniform Rooms
Accommodation
Operation
Elevator
Percale
Duvets
Draperies
2.
3.
4.
5.
5.13 REFERENCES
1. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel
Housekeeping Principles and Practice, Edward Arnold, London.
2. Rosemary Hurst (1971), Housekeeping Management for Hotels
and Residential Establishments, William Heinemann.
3. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional
Housekeeping, Hyperion Books.
70
LESSON 6
LAUNDRY
CONTENTS
6.0
6.1
6.2
6.3
6.4
6.5
6.6
6.7
6.8
6.9
6.10
6.11
6.12
6.13
6.14
6.15
6.16
6.17
6.18
Accommodation
Operation
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
72
of the linen depends on the care of linen in use and the treatment it
gets at the laundry.
Laundry
6.2.2
73
Accommodation
Operation
Laundry
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 hydroextraction 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:
Accommodation
Operation
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)
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:
76
Laundry
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
77
Accommodation
Operation
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.
Laundry
79
Accommodation
Operation
screen traps the lint particles and must be cleaned regularly. The
length of the drying cycle is dependent on the absorbency of the
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.
Press:
Laundry
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.
Accommodation
Operation
Laundry
6.8.1. Detergents
Classification of detergents:
83
Accommodation
Operation
Laundry
Per-chloro-ethylene
Tri-chloro-tri-fluoro-ethane
85
Accommodation
Operation
Laundering of Cotton
86
ii)
suitability of hydro-extraction.
Laundry
Laundering of Silk
Laundering of Wool
Laundering of Synthetics
87
Accommodation
Operation
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:
Step 3:
Step 4:
Step 5:
Step 6:
Step 7:
Step 8:
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.
88
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.
Laundry
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.
CHECK YOUR PROGRESS
1. What are the principles of laundering?
2. What is the difference between off-premises and on-premises
laundering?
3. What are the factors that need to be considered while washing?
4. How washing machines work?
5. List some of the most frequently used finishing equipments.
6. List few laundering agents.
7. Define stain.
8. What is dry cleaning?
Accommodation
Operation
2.
3.
4.
Visit a dry cleaning shop and take a note on the solvents used in
the process of cleaning the linen.
90
Skips
Cheese
Suzie
Cation
Stain
Soiled
Bleach
Chute
Candlewick
Mildew
Serviettes
A table napkin
Apron
Enzyme
pH
Laundry
How and why are clothes sorted prior to the laundry process?
2.
3.
4.
5.
What is dry-cleaning?
6.
Differentiate between:
i)
ii)
7.
What special care (give any two points) must be taken when
laundering guest articles.
8.
9.
10. Give two reasons why soiled linen should be dealt with as
quickly as possible.
CHECK YOUR PROGRESS - ANSWER
1. The principles of laundering are: removal of dirt and stains from
the linen articles and restoring linen articles to their original
appearance as far as possible.
2. An off-premises laundry refers to laundering activities performed
outside the establishment i.e. given on a contract basis to
specialists in the field. An on-site or on-premises laundry refers
91
Accommodation
Operation
6.18 REFERENCES
1. Schneider Madelin, Tucker Georgina and Scoviak Mary (1999),
The Professional Housekeeper, John Wiley & Sons Inc, New
York.
2. Martin Robert J (1998), Professional Management of Housekeeping Operations, John Wiley & Sons New York.
3. Rosemary Hurst (1971), Housekeeping Management for Hotels
and Residential Establishments, William Heinemann.
4. W. Winter, Doris Hatfield, H. Hatfield (1989), The Professional
Housekeeping, Hyperion Books.
92
LESSON 7
PEST CONTROL
CONTENTS
7.0
7.1
7.2
7.3
7.4
7.5
7.6
7.7
7.8
7.9
7.10
7.11
7.12
7.13
7.14
7.15
7.16
7.17
7.18
7.19
7.20
Accommodation
Operation
94
Pest 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.
95
Accommodation
Operation
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
96
Pest Control
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. The disease
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.
Control of Flies
97
Accommodation
Operation
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
and do 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
7.6.2
98
Pest Control
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.
Control of Bees
99
Accommodation
Operation
Sprays kill only those insects which come in contact with the
sprayed area. Usually one application is sufficient with activity
ceasing in one or two days.
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. These social 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.
100
Pest Control
7.8.1
Control of Wasps
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.
Control of Spiders
Accommodation
Operation
102
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.
Pest Control
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.
The vast majority of them prefer fresh water but some live in
salt marshes and brackish water. Still others are happiest in water
103
Accommodation
Operation
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.
104
Pest Control
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.
105
Accommodation
Operation
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.
106
Pest Control
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, fission-fusion, 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.
107
Accommodation
Operation
Pest Control
Fatal
Nocturnal
Hibernate
Accommodation
Operation
Fumigant
Dysentery
Allethrin
Diazinon
used
as
an
warm, moist
sun, heat
35,000
female
Soil treatment
110
Pest Control
7.20 REFERENCES
1.
2.
3.
111
LESSON 8
KEY AND KEY CONTROL
CONTENTS
8.0
8.1
8.2
8.3
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.
Accommodation
Operation
2. Floor
Supervisors
Master Key
3. Housekeeping
Staff Master
Key
Accommodation
Operation
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:
Use keys that do not identify the propertys name, address, logo,
or room number.
114
8.6 KEY-CARDS
Metal room keys are being replaced by electronically coded
key-cards. A keycard, while not actually considered a key, is a
plastic card which stores a digital signature that is used with
electronic access control locks. It is normally a flat, rectangular piece
of plastic and may also serve as an ID card.
There are several popular type of keycards in use and
include the mechanical holecard, bar code card, magnetic stripe
card, smart card (embedded with a read / write electronic microchip),
and RFID proximity cards. The keycard is used by presenting it to a
card reader; swiping or inserting of magnetic stripe cards, merely
being brought into close proximity to a sensor.
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.
Accommodation
Operation
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.
116
Key Card
Emergency Key
Master Key
Burglar
Fortify
Weary
Sanctuary
Asset
Opportunist
2.
Discuss about the existing key types and key control systems
operational in your place of work.
3.
Accommodation
Operation
8.11 REFERENCES
1. Ellis, Raymond C. and Stipanuk, David M. (1999), Security and
Loss Prevention Management, Lansing MI.
2. Joan C. & Lennox, Margaret Branson ( 1 9 6 9 ) , Hotel
Housekeeping Principles and Practice, Edward Arnold, London.
3. Rosemary Hurst (1971), Housekeeping Management for Hotels
and Residential Establishments, William Heinemann.
4. Louis A. Tyska, Lawrence J. Fennelly (2000), Physical Security
150 Things You Should Know, Elsevier.
5. Bill Phillips (2005), The Complete Book of Locks and
Locksmithing, McGraw-Hill Professional.
118
LESSON 9
ORGANISATIONAL STRUCTURE OF
HOUSEKEEPING DEPARTMENT
CONTENTS
9.0
9.1
9.2
9.3
9.4
9.5
9.6
9.7
9.8
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
Accommodation
Operation
122
Organisational Structure
of Housekeeping
Department
1. Executive
Responsible and accountable for the total
Housekeeper 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
May be one for each shift of a large hotel. He
Housekeeper 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
4. Uniform
Room
Attendants
5. Linen Room
Supervisors
123
Accommodation
Operation
124
6. Linen Room
Attendant
7. Tailor /
Seamstress
8. Helpers
9. Floor
Supervisor
11. Room
Attendants
12. Head
Houseman
13. Housemen
15. Runner
17. HatCheckers
18. Night
Supervisor
Organisational Structure
of Housekeeping
Department
21. Gardeners
Accommodation
Operation
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.
126
Organisational Structure
of Housekeeping
Department
9.3.3
Floor Supervisor
127
Accommodation
Operation
9.3.5
Night Supervisor
Room Attendant
Organisational Structure
of Housekeeping
Department
Tailor / Upholsterer
Accommodation
Operation
130
1.
2.
3.
4.
5.
6.
Hoover carpets.
Shift beds, chairs, heavy furniture for cleaning carpets.
Beat carpets and shift from one area to another.
Clean swimming pool when assigned.
Clean all surfaces including garden paths, etc.
Polish all brassware.
Organisational Structure
of Housekeeping
Department
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.
CHECK YOUR PROGRESS
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?
131
Accommodation
Operation
132
Organisational Structure
of Housekeeping
Department
9.8 REFERENCES
1.
2.
133
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
10.8 Let us Sum Up
10.9 Lesson End Activity
10.10 Key Words
10.11 Questions for Discussion
10.12 References
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
Accommodation
Operation
136
Introduction to Hotels
137
Accommodation
Operation
138
Taverns or Inns
Introduction to Hotels
139
Accommodation
Operation
140
Introduction to Hotels
141
Accommodation
Operation
International Hotels
Commercial Hotels
Residential Hotels
Resort Hotels
Floating Hotels
Palace Hotels
Capsule Hotels
Heritage Hotels
Guest Houses
142
Introduction to Hotels
2)
3)
4)
Accommodation
Operation
Rooms
2,67,677
1,61,714
1,32,000
96,349
92,122
87,229
84,159
63,342
60,053
57,000
56,188
50,000
Properties
1,375
1,762
1,126
208
260
311
506
551
662
107
451
208
Introduction to Hotels
2. Oberoi
Hotels
145
Accommodation
Operation
146
3. Hotel
Ambassador
4. U.P. Hotels
and
Restaurants
Ltd
5. Ritz Chain
6. Spencers
7. Sinclairs
8. Hotel
Corporation
of India (HCI)
9. Leela Group
11. Apeejay
Surendra
Group
13. Palaces
Converted
into Hotels
Introduction to Hotels
2. Convention
Center
Accommodation
Operation
148
3. Restaurant
4. Secretarial
Service
5. Corporate
Service
6. Money
Changers
7. Travel Desk
8. Butler
Service
9. Valet
Service
Introduction to Hotels
Define hospitality.
What are the two main segments of hospitality industry?
How Encyclopedia Britannica defines a hotel?
What are taverns?
List the main types of present day hotels.
List some of the tourist bungalows of ITDC.
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?
Accommodation
Operation
Visit a hotel in your town and note down the facilities and the
services that the hotel provides to guests.
2.
150
Pilgrims
Dormitory
Tollgates
Sanatoria
Valet
Spa
Introduction to Hotels
2.
3.
4.
5.
Give a brief note about some of the major hotel groups of India.
CHECK YOUR PROGRESS - ANSWER
151
Accommodation
Operation
10.12 REFERENCES
1. M. Zulfikar (1998), Introduction to Tourism and Hotel Industry,
Sangam Books Ltd.
2. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. &
Co. (Publishers) Ltd.
3. Alan T. Stutts, James Wortman (2005), Hotel and Lodging
Management: An Introduction, Wiley.
4. Tom Powers, Clayton W. Barrows (2002), Introduction to the
Hospitality Industry, Wiley.
152
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
11.5 Let us Sum Up
11.6 Lesson End Activity
11.7 Key Words
11.8 Questions for Discussion
11.9 References
Accommodation
Operation
11.1 INTRODUCTION
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 w i t h identical classifi c a t i o n a n d 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:
154
Classification
of Hotels
155
Accommodation
Operation
ii)
iii)
Area Standards
Single Room
180 sq.ft
Double Room
200 sq.ft
Bathrooms
45 sq.ft
Single Room
120 sq.ft
Double Room
140 sq.ft
Bathrooms
36 sq.ft
Single Room
100 sq.ft
Double Room
120 sq.ft
30 sq.ft or subject
to local bylaws
Note: All rooms should have proper ventilation and ceiling fans
Bathrooms
156
Classification
of Hotels
157
Accommodation
Operation
158
Classification
of Hotels
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 and
should 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 wellequipped dining room / restaurant serving clean, wholesome food
and a clean, hygienic and well-equipped 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.
159
Accommodation
Operation
160
Classification
of Hotels
161
Accommodation
Operation
162
Classification
of Hotels
Seasonal hotels
Two-seasonal hotels
Year around hotels
Resort hotels.
163
Accommodation
Operation
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
International hotels
Commercial hotels.
Hostels
Business hotels
Holiday hotels
Transient hotels
Resort hotels
Motels
Inns
Clubs
Convention hotels
164
1. Rack Rates
2. Group and
Tour Rates
4. Package
Rates
Classification
of Hotels
Type of Accommodation
1. Deluxe
Room
2. Superior
Room
3. Standard
165
Accommodation
Operation
Room
4. Economy
Room
5. Suite
4. Twin Bed
5. Single Bed
166
2. Government
Rate
Classification
of Hotels
7. Day Rate
8. Package
Rates
9. Group and
Tour
Discount
10. Guaranteed
Availability
2. American
Plan
167
Accommodation
Operation
3. Continental
Plan
4. Bed And
Breakfast
Plan
2.
3.
168
Classification
of Hotels
169
Accommodation
Operation
Lodge
2.
3.
4.
1.
The different types of star hotels are five star hotels, four star
hotels, three star hotels, two star hotels and one star hotels.
2.
3.
11.9 REFERENCES
1. M. Zulfikar (1998), Introduction to Tourism and Hotel Industry,
Sangam Books Ltd.
2. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. &
Co. (Publishers) Ltd.
3. Alan T. Stutts, James Wortman (2005), Hotel and Lodging
Management: An Introduction, Wiley.
170
LESSON 12
FRONT OFFICE DEPARTMENT
CONTENTS
12.0
12.1
12.2
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.
Accommodation
Operation
The front office department is the nerve centre, the hub and
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, check-in, guest services, room status,
maintenance and settlement of guest accounts and creation of guest
history records. The front office compiles a n d 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.
172
2. Guest Services:
Reservations,
registration,
occupancy services, checkout and history.
a.
b.
c.
d.
Front Office
Department
b.
Accommodation
Operation
2.
174
3.
4.
5.
6.
7.
8.
Front Office
Department
2.
3.
4.
Accommodation
Operation
5.
6.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Front Office
Department
177
Accommodation
Operation
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Front Office
Department
6.
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.
179
Accommodation
Operation
5.
6.
7.
8.
9.
Front Office
Department
Front Desk
Bell desk and concierge desk
Lobby desk
Travel counter
Room and reservation racks
181
Accommodation
Operation
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
27.
28.
29.
30.
182
Front Office
Department
2.
Visit a hotel, interview the Front Office Manage and take a note
of his duties and responsibilities.
Explain in your own words about the front office department and
its functions.
2.
183
Accommodation
Operation
3.
12.11 REFERENCES
1. Alan T. Stutts, James Wortman (2005), Hotel and Lodging
Management: An Introduction, Wiley.
2. James A. Bardi (2002), Hotel Front Office Management, Wiley.
3. Ahmed Ismail (2002), Front office operations and management,
Thomson Delmar Learning.
4. Michael L. Kasavana and Richard M. Brooks (2005), Managing
Front Office Operations, Educational Institute of American Hotel
& Motel.
184
LESSON 13
RESERVATION
CONTENTS
13.0
13.1
13.2
13.3
13.4
13.5
13.6
13.7
13.8
13.9
13.10
13.11
13.12
13.13
13.14
13.15
13.1 INTRODUCTION
A hotel mainly relies on the income generated from the
effective letting of its bedrooms for profit. A large percentage of
Accommodation
Operation
revenue is obtained from room sales, and out of that again, a large
proportion is contributed by the advance booking or reservation of
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 o f
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:
186
Reservation
2.
Accommodation
Operation
3.
4.
5.
188
i)
ii)
iii)
iv)
v)
vi)
vii)
viii)
Reservation
189
Accommodation
Operation
i)
ii)
1.
2.
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.
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.
Reservation
Accommodation
Operation
192
Reservation
193
Accommodation
Operation
o
o
o
o
o
o
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?
194
1.
2.
Reservation
Tracking
Enquiry
Affiliate
Precaution
2.
3.
4.
5.
Explain:
i) Reservation record
ii) Reservation confirmation.
CHECK YOUR PROGRESS - ANSWER
1.
2.
3.
195
Accommodation
Operation
5.
13.15 REFERENCES
1. Michael L. Kasavana and Richard M. Brooks (2005), Managing
Front Office Operations, Educational Institute of American Hotel
& Motel.
2. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. &
Co. (Publishers) Ltd.
3. Michael L. Kasavana, Richard M. Brooks (2001), Managing Front
Office Operations (Coursebook), Educational Institute of
American Hotels.
196
LESSON 14
REGISTRATION
CONTENTS
14.0
14.1
14.2
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.
Accommodation
Operation
2. Product
Matching
3. Revenue
Management
4. Rooms
Management
5. Completion
198
i)
ii)
iii)
iv)
v)
vi)
vii)
viii)
ix)
x)
xi)
Registration
2. Loose Leaf
Register
199
Accommodation
Operation
3. Individual
Registration
200
1. Manual
System
2. Semiautomatic
System
3. Automatic
System
4. Express
Check-in
System
Registration
On-change
Room type
Bed type
Location
View
Amenities
201
Accommodation
Operation
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)
b)
c)
d)
Seasonality
Service level
Room location
Type of Guest and / or usage (eg. commercial,
corporate, complementary, group, family, day, and
package-plan etc.).
202
3. Credit
Cards
4. Direct
Billing
Registration
203
Accommodation
Operation
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?
204
1.
2.
Registration
Hospitality
Creditable
Worthy of trust
2.
3.
4.
5.
1.
2.
3.
4.
5.
The factors that affect the room rates are season, service level,
room location and type of land / or usage.
205
Accommodation
Operation
14.11 REFERENCES
1. James A. Bardi (2002), Hotel Front Office Management, Wiley.
2. Ahmed Ismail (2002), Front office operations and management,
Thomson Delmar Learning.
3. Michael L. Kasavana and Richard M. Brooks (2005), Managing
Front Office Operations, Educational Institute of American Hotel
& Motel.
4. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. &
Co. (Publishers) Ltd.
206
LESSON 15
GUEST ACCOUNTING
CONTENTS
15.0
15.1
15.2
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 o n 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
Accommodation
Operation
Guest Accounting
2.
Mechanical
3.
Fully
Automatic
System
211
Accommodation
Operation
2. Accounts
Payable
3. Cash
Transaction
212
1. Vouchers
2.
Folios
3. Postings
4. VTL
5. Account
Aging
Report
Guest Accounting
213
Accommodation
Operation
30 to 90 days
Current Accounts
Overdue Accounts
Delinquent Accounts
6. Sales
Journals
7. Cash
Receipts
Guest Accounting
ii)
iii)
iv)
215
Accommodation
Operation
216
journal and cash receipts. Credit and cash control in a hotel is also of
great importance for a smooth functioning of a hotel.
Guest Accounting
2.
Visit another hotel and take a note on their credit control and
cash control policy.
Credit
Posting
Ledger
Auditing
1.
2.
217
Accommodation
Operation
4.
5.
15.10 REFERENCES
1. Ahmed, M.N, Hotel Accounting, Anmol Publications Pvt. Ltd.
2. Peter Abbott, Sue Lewry (1999), Front Office: Procedures, Social
Skills, Yield and Management, Butterworth-Heinemann.
3. Michael L. Kasavana and Richard M. Brooks (2005), Managing
Front Office Operations, Educational Institute of American Hotel
& Motel.
4. S.K. Bhatnagar (2002), Front Office Management, Frank Bros. &
Co. (Publishers) Ltd.
218
LESSON 16
SAFETY AND SECURITY
CONTENTS
16.0
16.1
16.2
16.3
16.4
16.5
16.6
16.7
16.8
16.9
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
Accommodation
Operation
2.
220
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
Physical aspects
Security of persons (guest and staff)
Security of systems
internal and
external.
Internal Security:
External Security:
(i)
(ii)
Accommodation
Operation
staff and
guests.
Staff:
A fourteen points effective programme for staffs is suggested
as follows:
i)
ii)
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)
vi)
vii)
viii)
ix)
x)
xi)
xii)
xiii)
xiv)
Guests:
222
i)
ii)
iii)
iv)
v)
vi)
vii)
ii)
iii)
iv)
223
Accommodation
Operation
2) Terrorist Threats
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 Tricksters 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
224
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:
225
Accommodation
Operation
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.
CHECK YOUR PROGRESS
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?
226
Complaint
Appliances
Patrolling
Frisking
Alarm
Shrubbery
Trickster
Conman
2.
3.
Accommodation
Operation
The hotels are concerned with the threats such as threats that
might affect a guests health, comfort or wellbeing and threats
that affect the hotel directly, in particular its fixtures and fittings,
its revenue and its reputation.
2.
3.
16.9 REFERENCES
1. Abbott P. and Lewry S. (1991), Front Office: Procedures, social
skills and management, Butterworth Heinemann.
2. Go et al (1996), Human Resource Management in the Hospitality
Industry, Wiley.
3. Kasavana M. and Brooks R. ( 1995), Managing Front Office
Operations Fourth Edition, Educational Institute.
228