Bob James Abreo

Bob James Abreo
Introduction
It gives a great sense of pride to actually believe and say that, ‘everything happens for the best.’ Almost
eight months ago there was an opportunity lost wherein the chance of going to the gulf and pursuing an
internship at the Hilton Resort & Spa in Ras-Al-Khaimah, United Arab Emirates was turned down due to
documentation issues. Nevertheless, the initial choice of pursuing the internship at Vivanta by Taj - Fort
Aguada, Goa was still open. It was tough in the beginning to accept the emotional disturbance of missing
such an opportunity but let us just say once again that, ‘everything happens for the best.’ It was not until
the beginning of the internship that there was a deep realization that this internship was going to be a
journey through all the operational as well as the sub departments and not just a single department as it
would have been in the case of the gulf. This would help in making decisions as per various observations
during the course of time at the hotel.
Therefore, it gives a great pleasure to welcome the reader in the world of true hospitality and to witness
the adventure of an internship at one of the most remarkable of all hotels in South Asia, The Vivanta by Taj
- Fort Aguada. It is not the property itself, but the parent company at large that has set a mark in hospitality
in South Asia and the world. It’s varied and rich heritage has engulfed many into saying that, ‘you can really
feel it with your eyes closed.’ Just the way world class hospitality should be like.
In this report, the reader will get the distinct honor of reading hard sought information about the hotel and
its various features which include rooms, outlets, facilities and work areas. It will also give the reader a
detailed view of the internal part of the hotel which includes the history, departments, hierarchy, schedule,
layout, procedures, interdepartmental relationships, equipment, tasks, observations and attachments as
well as pictures of the Resort.
a. History and growth of the hotel

The Vivanta brand is a contemporary brand under the Taj group of hotels and is expected to change
for good by the end of the coming season all across India and take on the title of Taj Hotels Palaces
Resorts & Safaris. Initially when the brand came into existence in September, 2010, it was regarded
as an architectural exercise similar to its sister project The Gateway Hotels.
‘Vivanta’ is defined as the perfect destination for global travelers and the ‘Bon vivant.’ It is also seen
as the next generation of cutting-edge hospitality. Its main tagline is, ‘An experience that always
inspires your senses. An experience that seeks to redefine the usual. An experience that serves up
the ordinary with a twist. That is Vivanta for you.’
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Housekeeping
The upscale category that the brand falls into replicates its very existence but, the private sector
that it is a part of in the Indian Hotels Company Limited is the very reason as to why the brand is
due to be scraped and reverted to the mother brand – Taj Hotels Palaces Resorts & Safaris. It also
reflects on the number of hotels that fell into this category domestically and internationally. The
growth of the hotel was average with a total of 19 hotels under the Vivanta flagship.
But on the whole, Vivanta started out as an experiment to redefine hospitality in Taj through
various observations and therefore, has sincerely succeeded in doing so to improve the standards
as well as the publicity of the company worldwide.
b. A brief description of the hotel that you are training in

Goa, the pearl of the orient. Home to one of the most luxurious 5-Star Deluxe properties in India,
the Vivanta by Taj – Fort Aguada. You can really experience a welcome when it comes to this
property which in 1974, heralding as it did the advent of tourism to Goa, virtually created the major
holiday destination it is today. With Goa being an erstwhile Portuguese colony, the hotel replicates
the heritage, art, culture, wild life, adventure, night life, beaches and others that avid holiday
makers would seek.
The Resort & Spa also offers outlets such as Latitude – the all-day multi cuisine dining restaurant,
Morisco – the traditional Goan specialty restaurant, the Martini Bar – adjoined to Morisco and
serves various beverages by the pool side, IL Camino – serving Southern Italian cuisine at its best in
a fine dining atmosphere, and SFX – the lounge bar that overlooks the Sinquerim Beach and the
Arabian Sea. Not to forget, Jiva Spa which was introduced to the world by Taj and is unlike others.
c. What is Tajness?
The change to ‘Tajness’ was highly anticipated during the start of the internship at the Vivanta by
Taj – Fort Aguada, Goa. The hotel had the distinct honor of being the first to convert from Vivanta
to Taj Hotels Palaces Resorts & Safaris as the rankings for the month of June displayed that the
progress made in sales all over India was topped by the property.
What is ‘Tajness’ you may ask? Tajness is basically the transformation of Vivanta into the mother
brand – Taj Hotels Palaces Resorts & Safaris. Of recent, it has been regarded by hoteliers all over
Asia as the ultimate change from a lower category hotel to the mother brand in the Taj group of
hotels. A title that fits the very definition of royalty and hospitality alike.
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Bob James Abreo
Housekeeping
a. Definition
Housekeeping may be defined as ‘provision of a clean, comfortable, safe and aesthetically appealing
environment’. By another definition, ‘housekeeping is an operational department in a hotel, which
is responsible for cleanliness, maintenance, aesthetic upkeep of rooms, public areas, back areas and
the surroundings’.
The effort that a housekeeping department makes in giving a guest desirable rooms has a direct
bearing on the guest’s experience in a hotel. Guestrooms are the heart of the hotel.
Unless its décor is appropriate, the air odor-free, and furnishings and upholstery spotless clean, the
hotel may lose the guest as a potential repeat customer.
The housekeeping department not only prepares clean guestrooms on a timely basis for arriving
guests, but also cleans and maintains everything in the hotel so that the property is as fresh and
attractive as the day it opened for business. Housekeeping, thus, is an ancillary department that
contributes in a big way towards the overall reputation of a property. It is rightly said that
housekeeping is a 24 x 7 x 365 operation.
b. Location in the hotel
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Housekeeping
At the Vivanta by Taj Fort-Aguada, Goa the Housekeeping department is located at the heart of the
back area. It is easily navigational as it stands in the middle of both, the men’s and women’s
restroom. The location of this department is the oldest in the property and was the first in the
whole of Goa. It has not changed a bit since its inception in 1974 although it has gone through many
renovations.
To the left end of the department on the long corridor is the ‘My Space’ Employee Cafeteria and to
the right is the kitchen of IL Camino (the Italian restaurant). A little further into the turns of the
corridor is the entrance and exit of the main kitchen and the In-room Dining (Room Service) Office.
While on the other hand or may one say the other side of the corridor lies the General Manager’s
newly renovated office. Therefore, it is easy to explain why the department is said to be situated at
the heart of the back area.
Since the nearest landmarks to the department have been explained in terms of location, it is now
important to know the advantages faced by other departments for having the Housekeeping so
near. The various advantages faced are: -
• To start with the most important point, the back area is used mainly for mobility from
one area to the next in a less anticipated time. Therefore if there is any spillage or other
unfortunate events, the Housekeeping can be there to look into the matter within no
time and get things moving again.
• Another well appreciated fact is that the Housekeeping also looks into the linen needed
by the F & B department and in their own work. This also includes issuing laundered
uniforms to the employees coming in on shift.
• One can also count on the sanitization and cleaning of the cafeteria which follows strict
timings for meals and breaks. The Housekeeping makes sure that each time period
allocated to them for cleaning the cafeteria is adhered to which results in punctual and a
happy tummy to work with.
• It also goes to show that whenever there is a garbage clearance in the back area and the
foul stench travels through corridor, the Housekeeping are prepared for anything with
them installing an infuser immediately therefore leading to ease in work and a satisfying
atmosphere.
• And last but not least, whenever there is a special piece of equipment needed to deal
with such as stitching, etc., one can be rest assured the Housekeeping is on the way.
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c. The number of rooms
When the hotel had reverted from the mother brand to Vivanta back in 2010, the total number of
rooms present were 145 which included 15 newly renovated villas and 42 cottages. Today, the hotel
has also newly renovated not only their rooms but the cottages as well. The total number rooms
present as of now are 143 and are categorized in the following room numbers: -
MAIN SECTION SUB SECTION FLOOR ROOM NO.
Main building West wing Ground floor 101 – 120
First floor 201 – 208 & 211 – 218
Second floor 301 – 304 & 311 – 314
East wing Ground floor 121 – 130 & 131 – 140
First floor 221 – 228 & 231 – 238
Second floor 321 – 324 & 331 – 334
Hermitage Cottage - 401 – 438
Villa - 502 – 518
d. Types of rooms
i. Superior Room Garden View with Sit Out
The Superior garden view rooms with sit out are located on the ground floor of the east
wing of the main building. They have a cozy sit-out overlooking the lawns, furnished with
comfy furniture. All rooms in this category have a mini bar, DVD player, television and
bathrooms with shower cubicle. Find rooms by looking for the numbers on Azulejos, the
famous blue and white tiles, an art tradition inherited from the Portuguese. Trust Vivanta
when they say that, ‘you won’t feel like stepping out of this room’. Spread across 280 to 312
square feet, Vivanta offers luxury at its best!
• Beds: King size or twin beds
• View: Garden view
• Size: 280 to 312 square feet
ii. Deluxe Room Sea View

Deluxe Sea View rooms are located on the lobby level of the main building. They have a
splendid view of the sea. All the rooms in this category have a DVD player and television. A
fully-stocked minibar, unlimited access to the Wi-Fi and hair drier – having impressive
facilities for all kinds of guests.
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Housekeeping
Spread across 280 to 312 square feet, the room is cozy as well as spacious. With the shoe
shining facility and ironing bed, we have made sure that not even the smallest of your
requirements go unnoticed.
• View: Sea view
iii. Deluxe Room Sea View with Sit Out

A fantastic room, with a great view of the sea – and a private sit-out! The Deluxe sea view
rooms with sit out which are located on the ground floor of the west wing of the property.
Sit comfortably in elegant cane garden furniture, while you look out over the west wing
lawns. With 280 to 312 square feet of space, these rooms are cozy as well as comfortable.
Enjoy complimentary access to Wi-Fi, while you place yourself comfortably in our
exceptionally designed study table and chairs. If you’re aiming for luxury, the experience
doesn’t get any better than this. Drape yourself in comfortable cotton towels and enjoy
access to a rest easy menu with your choice of pillows.
• View: Sea view
iv. Premium Indulgence Room Sea View with Terrace

The Premium sea view rooms with a terrace at – Fort Aguada, Goa offers a combination of
the two! The rooms are located in the main building and offer a spectacular view of the sea.
These spaces have a large terrace and an additional powder room. All the rooms also have a
DVD player, LCD television and well-designed bathrooms. Spread across 550 to 600 square
feet, the rooms exude immense warmth and comfort. Play your favorite music on the DVD
player and keep your spirits high with help from the minibar! The perfect way to celebrate
life – book a stay in this room.
• Beds: King size
• View: Sea view
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v. Premium Indulgence Suite Sea View with Terrace
The Premium sea view suites with terrace are located in the main building and offer a
spectacular view of the sea. These rooms have one bedroom, a living room and a terrace. All
the rooms in this category have a Treat Yourself minibar, DVD player, LCD television and
plush bathrooms. The 550 to 600 square feet area is one of the best suites in Goa.
• Beds: King size
• View: Sea view
vi. Aguada Cottage Garden View

Fancy staying at a sophisticated cottage in Goa? The Aguada cottages with garden view at
Fort Aguada, Goa should be your first choice! Offering a spectacular landscape view, these
cottages redefine the meaning of comfort. With lush lawn sit outs, this is the perfect space
to soak up the enchanting views. With a 32” LCD television and surround sound, keep
yourself entertained at all times. Vivanta’s aim to personalize your experience as much as
possible – so enjoy rollaway beds, complimentary tea and coffee and a 24-hour ‘in room
dining’ facility! With an area of over 380 to 400 square feet, these cottages offer indulgence
at its best!
vii. Hermitage Villa Garden View

The Hermitage Villa with a garden view is spread over 700 to 800 square feet – a beautiful
standalone villa with a bedroom and a living room, a private lawn and garden furniture with
parasols. Well-equipped with facilities such as a complimentary tea/coffee maker and fancy
bath amenities, a stay in this villa guarantees the perfect combination of business with
pleasure. A study table and chair will help you carry out business in the perfect manner. All
the villas with garden view in Goa have a Treat Yourself minibar, DVD player, LCD television
and bathrooms with a bathtub. Find your room by looking for the numbers on Azulejos, the
famous blue and white tiles, an art tradition inherited from the Portuguese.
• Beds: King size
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Housekeeping
viii. Hermitage Bay View Villa Two Bedrooms
Hermitage bay view villa with two bedrooms is a standalone villa with a panoramic sea view.
It offers a contemporary space with a private sit-out, perched on top of a hill and comes
with a view to reckon with. Luxury Bliss Villa guests have access to two bedrooms, a living
room, dining room and private lawn with garden furniture and parasols. All rooms in this
category have a fully-stocked minibar, DVD player, LCD television and bathrooms with a
bathtub. The perfect amalgamation of luxury and bliss, only at the finest hotel in Goa – Fort
Aguada, Goa!
• Beds: King size
• View: Bay view
• Size: 1,650 square feet
ix. Hermitage Villa Sea View One Bedroom

A villa with a sea view. Do we need to say more? Welcome to the best of the best – the
Hermitage Villa with a sea view at – Fort Aguada, Goa. The luxurious standalone villas have a
bedroom and a living room, a private lawn and garden furniture with parasols. Soak in the
unending charm of the Arabian Sea, with 700 to 800 square feet of space. These rooms are
some of the best villas with sea views in Goa. If you’re looking for a peaceful environment
with grand interiors, this should be your pit stop! Equipped with the most basic yet luxurious
facilities, you will not be disappointed.
• Beds: King size
• View: Sea view
x. Presidential Villa Three Bedrooms

This standalone villa offers guests a spectacular sea view. Vivanta’s special guests here are
treated to three bedrooms, a living room, dining room with an attached kitchenette and
private lawn with garden furniture and parasols. Spread across 2,253 square feet, your
experience from beginning to end will be enchanting. From cotton robes, shoe shining
facilities and dental/shaving kits to other vanity requirements, everything you need will be
taken care of. Just say the word and you’ll have it at the Premium Temptation Villa with
three bedrooms, at Fort Aguada! One of the most spacious suites in Goa, these villas will
keep you mesmerized.
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Bob James Abreo
You can also find your room by reading numbers on the Azulejos tiles, using the Portuguese
art form to enrich your experience.
• Beds: King size
• View: Sea view
• Size: 2,253 square feet
e. Color Schemes
Although this topic is mentioned as a criteria for the report, it must be said that the following is
going to be quite intriguing because the Housekeeping at the Vivanta by Taj are not solely
responsible for the Color scheming in the rooms and around the property.
Color scheming is fun apart from the fact that it is combined effort from both the Projects
department and the Housekeeping department. The Projects manager goes to the drawing board
with the Executive Housekeeper and their team of décor representatives and pick out contrasts that
will be appreciated by guests from all over. When it comes to the signature color scheme in the
Vivanta brand all over, nothing can quite match the decadent contrast of Purple highlights on a
Black background. Though it is the signature contrast, it is not used quite often in the rooms sold at
the property unlike other products which include facilities and amenities.
The color schemes used in each and every room in the property is definitely a site to see. It is such
an eye pleaser no matter which room you stay. Even while the work commences in the room during
clean-up, the colors make it a point to ease the situation and bring a calm atmosphere to work in.
The color schemes for various category rooms are as mentioned below: -
i. Superior and deluxe rooms: Both these different categorized rooms have the same contrast
and are situated on the same floors on each side of the two wings. The rooms have been
given a contrast of Azure blue on a Royal white background. The contrast definitely gives a
vibe not only for enjoying the heat of the Goan summer but also the calm and peaceful
charm of the monsoon rain during the off season. A color that is satisfied by both
international and domestic guest for its dual personality. The combo gets even more
interesting in the rooms to come. (Pictures of the rooms exteriors and interiors are located
in the Housekeeping Galleria at the end of the report)
ii. Premium indulgence rooms and suites: Both these rooms are almost similar only to be
separated in stats by a terrace.
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Housekeeping
The indulgence room comes with a terrace while the indulgence suite enjoys the luxuries of
life. Quite a marketing strategy in personal opinion. But when it comes to the color contrast,
both rooms share the spotlight with an exotic Beige yellow and the highlights of bright
orange which complements the sea view in the background. Purely a work of brilliance,
artist would have died to get their hands on one of these rooms for inspirational purposes. It
does not get better than this when one lives at the Vivanta by Taj Fort-Aguada, unless you
are staying at the Cottages or Villas.
iii. Aguada cottages: Situated in the hermitage, the cottages are the most economically priced
rooms in the property for the space that is offered. The cottages being recently renovated at
the Vivanta by Taj have a new color on the block, a brilliant Royal beige with a highlight of
White. It may not sound much but, one must remember that the cottages are situated in a
garden environment which gives a jungle lodge effect and this can create a great contrast of
‘living in a concrete marvel in the midst of a jungle.’
iv. Villas: Also situated in the Hermitage, the Villas as mentioned before are the pride of the
property and have a historical significance behind them. It just fits to give what one is
deserving of. In this case, the Villas are blessed with the most beautiful contrast that
hypnotizes one into staying forever. The contrast of a Royal blue and a highlight of Royal
white is the cherry on the top of the cake. These villas fill the upper landscape of the hotel
with a view like no other. But, there is yet one more room that stands apart from all the rest
and takes its place as the king of all.
v. Presidential villa: The Presidential villa really stands out amongst the rest with the amount
of facilities and amenities that are provided. If Royal blue was hit in the villa section than
Royal orange is no stranger to the limelight. A small twist to differentiate the ‘King’ for the
rest. Instead of the Royal blue background, a Royal orange is just what one wants to witness
and believe me when it is said that the sunset really blends in with the villa by the end of the
evening. Imagine relaxing on the lawns while gazing upon the back of the villa for the sunset
in the evening. (Pictures of the rooms exteriors and interiors are located in the
Housekeeping Galleria at the end of the report)
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Bob James Abreo
f. Various room names and their name specialty
There are definitely not many a rooms at the Fort Aguada but that is because of its care for the
environment which adds to the beauty of the landscape. To add to that fact, the rooms which do
have a specialty name include the rooms, suites and villa. Apart from the rest, these have the
distinct honor of being named according to their charm and personality. The following is a hard
sought info on the room names and their specialty in terms of the name itself: -
i. ‘Superior’ rooms: the name might be Superior but, it is nowhere in comparison to the rooms
and suite names that follow. The reason? Superior is mild way of saying lavish. Though these
rooms do have amazing color contrasts, facilities and amenities and everything that one
would die for it still lacks in view. The garden view is the sole purpose as to why the room
earns its title. Not to say that the garden view is not all bad, it’s just that there is no
comparison when it comes to view. (Pictures of the rooms exteriors and interiors are located
in the Housekeeping Galleria at the end of the report)
ii. ‘Deluxe’ rooms: These rooms derive their name from the fact that a slight upgrade in the
word lavish might be the certain sea view that the superior rooms were searching for. The
Sea view adds the difference to this wonder. Small and compact but facilities and amenities
found in abundance, what can one complain about with just the view in hand especially
when one gets the privilege of facing the sunset throughout? Just goes to show that what a
small difference can make.
iii. ‘Premium indulgence’ rooms and suites: Both categories share this title and do so for a good
reason. Premium indulgence is defined as the addiction of paying a lot for gaining something
more valuable in return and what could be better than a glass of a cool mango oriented
cocktail overlooking the Arabian Sea in the midst of the summer season in Goa. Not to
mention an open air terrace that gives you the opportunity to lay down in the evening and
feel the cool sea breeze with the soothing sound of waves in the background. More than
what one could ask for. No wonder, the definition ditto.
iv. ‘Presidential’ villa: The title is self-explanatory. The reputation exceeds any room category
by far in the world. When the word ‘presidential’ comes to mouth in the hospitality industry
be sure to expect lavish at its best. The word is drawn from the origins of a hierarchical
environment. Since the times of ancient Rome and Greece, the word has gained a popular
status. Fit to be at the top, one can say a deserving title for the best at the Fort Aguada.
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Housekeeping
Housekeeping department organization and hierarchy of staff
a. Housekeeping organization
i. Floor section: Floor section is a very important section in Housekeeping department because
this section is responsible for maintaining and bringing the room to a tip top condition of the
guestrooms. The success of any organization, which provides accommodation, depends on
good Housekeeping, especially in rooms.
It is said that “the rooms are the heart of the resort and villas” the resort business has a line
of products to sell such as the Lobby, Bar, Restrooms, Restaurants, Coffee Shop, Banquet
Rooms, and so on but, the principal product of every hotel is obviously the guestrooms. The
person who is responsible for keeping the guestrooms clean and comfortable is called
‘Room Attendant’. Whereas, the person who co-ordinates and supervises the Room
Attendant work is called ‘Floor Supervisor’.
Since the Room attendant is working in guestrooms and in order to maintain the standard
Attendant service and for guest satisfaction, certain rules must be adhered to and followed
by men and maids when they clean rooms in any establishment.
ii. Housekeeping desk: The room acts as a nerve system center for the coordination and
communication with the front office and other departments. The desk control room should
have a large notice board to pin up staffs schedule and day to day instructions. The desk
control room is the point where all staffs report for duty and check and check out at the
end.
iii. Public area: Public area section is one of the sections in Housekeeping that is responsible for
the cleanliness of the whole hotel perimeter except guestrooms, kitchen areas and
especially those that are not covered by the contract.
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Bob James Abreo
Public area include: lobby area, floor corridors, guest elevators, service areas, guest toilets.
Function room include: restaurants, meeting rooms, training Room. Offices include:
executive office, accounting office, purchasing office, housekeeping office, engineering
office, human resources or personnel office, etc. The Public area supervisor is responsible
for the smooth flow of work in this section and reports to the Assistant executive
housekeeper.
iv. Linen room: The Linen or uniform room section is very essential in Housekeeping
department. Its main functions are to provide, store, and distribute hotel linen and staffs
uniforms. They are also responsible for the smooth circulation of the hotel linen and staff
uniforms as well. This section is headed by Linen supervisor who reports to Assistant
executive housekeeper.
v. Horticulture: The section is in charge of the flora around the property. They deal with also
the disposing of bio waste from the pathways like dry or wet leaves and fruits from trees.
The head of the section is the horticulturist and those under him are the gardeners and
florist who takes care of the planting and decorating of areas with floral art respectively.
vi. Night desk: The night desk is in charge of running operations at a minimum during the night
shift and is also in charge of cooperating with the Front Office for reports and the ‘Single
Window’ for the next day which explains the group and VIP arrivals and departures. They are
also in charge of inventory recording. The night desk is run by the Night supervisor and the
night attendants under him or her.
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Housekeeping
b. Housekeeping hierarchy
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Duties and responsibilities
a. Operations manager
• Responsible for the operations in all departments.
• Support and work with all Head of Departments in all aspects of running this hotel.
• Ensure the premises are in operative condition as per category of the unit to receive &
serve the guests.
• Randomly inspects the F & B and Kitchen stores to check the stock in hand with the F & B
Manager & Chef.
• The operations manager inspects all departments for SOP implementation.
• He or she also inspects all departments with the respective managers for the cleanliness,
ambience, service readiness, staff grooming & hospitality culture of the hotel.
• Monitor the co-ordination between all departments for smooth & efficient operations.
• Meet all dept. heads to review & train the staff to upkeep the human capital.
• Identifying staff learning needs and assisting with development
• Conduct weekly / Daily meeting with marketing people for enquiry & follow up &
conversion to grow up the business.
• Be on available on call 24 hours a day to resolve any urgent problems on emergencies.
b. Executive housekeeper
The Executive housekeeper reports to the General Manager or the Operations Manager. He or she
is responsible for the overall cleanliness and aesthetic upkeep of the hotel. His or her duties
include:-
• Organize, supervise and coordinate the work of Housekeeping staff on day- to day basis.
• Ensure excellence in Housekeeping sanitation, safety, comfort and aesthetics for hotel
guests.
• Prepare duty rosters and supervise the discipline and conduct of her staff.
• Ensure proper communication within the department by conducting regular meeting
with the staff.
• Recruit new employees and train them for the Housekeeping jobs.
• Counsel and motivate employees on various duties.
• Establish and maintain standard operating procedures for cleaning and develop new
procedures to increase efficiency of labor and product use.
• Search and test new techniques and products in the market.
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Housekeeping
• Maintain regular inventory and checking of furniture, linen, uniform, equipment in the
hotel.
• Evaluate employee performance for promotions and transfers.
• Approval of supply requisitions for the Housekeeping and to maintain minimum stock
and cost control procedures for all materials.
• Check the reports, files, registers maintained in the department.
• Provide budget to the management and control of budgets
c. Assistant executive housekeeper

The Assistant executive housekeeper reports to the Executive housekeeper. When it comes to
taking on the responsibilities during the absence of the Executive housekeeper, he or she is the
person to do so. His or her duties include:-
• Check and ensure that all guestrooms, public areas, back of the house areas are clean
and well maintained.
• Inspect the work done by contractors- pest control, laundry, window cleaning, etc.
• Prepare staff schedules and duty rota.
• Check periodical stocktaking and maintaining of stock records for linen, uniform,
equipment.
• Provide necessary information to assist executive housekeeper in staff evaluation,
disciplining, termination and promotion.
• Develop and implement training programs within the department in consultation with
the executive housekeeper.
• Assist executive housekeeper in forecasting and budgeting for operating and capital
expenditure.
• Take charge of Housekeeping department in absence of executive housekeeper.
d. Senior Housekeeping supervisor

The Senior housekeeping supervisor reports to the Executive housekeeper or the Assistant
executive housekeeper. In large hotels the responsibilities of floors and public area are divided
among these Housekeepers. In the absence of Executive housekeeper and Assistant housekeeper
the Senior housekeeping supervisors become in charge. All the above mentioned duties and
responsibilities are taken over by the Senior housekeeping supervisor.
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Bob James Abreo
His or her duties include:-
• Be responsible for efficient and orderly management of cleaning, servicing and repairing
of guest rooms.
• Be responsible for hotel linen and check its movement and distribution to room
attendants.
• Keep an inventory of all housekeeping supplies and check it regularly.
• Provide front office list of ready rooms for allotment to guests.
• Organize flower arrangements.
• Arrange training of staff within the department
• Update records, files, registers, etc.
• Compile the maids’ roster.
• Check the VIP and OOO rooms.
e. Supervisors
i. Floor Supervisor: The Floor supervisor reports to the Assistant executive housekeeper. They
are responsible for the final condition of the guestrooms on the floors allocated to them. His
or her duties are:-
• Issue floor keys to room attendants.
• Supervise cleaning on the allotted floors and areas- including guestrooms, corridors,
staircases, floor pantries of the allotted floors.
• Inspection of cleaning in rooms and coordination of the work in floors.
• Supervise handling of soiled linen to laundry and requisitioning of fresh ones from
housekeeping.
• Report maintenance work on the floor.
• Supervise spring cleaning.
• Coordinate with room service for tray clearance.
• Maintain par stock for the respective floors.
• Facilitate provision of extra services to guests such as baby sitters, hot water bottles, and
other guest requests.
• Report any safety or security hazard to the security department.
• Check on scanty baggage.
• Prepare housekeeping status reports.
• Inform the front office about ready rooms.
• Ensure services offered to VIPs are of highest standards.
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Housekeeping
ii. Desk Controller: The Control desk supervisor reports to the Assistant executive
housekeeper. It is the nerve center of housekeeping department and is manned 24 hours a
day. His or her duties are:-
• Coordination with front office for information on departure rooms and handing of clean
rooms.
• Receive complaints on maintenance and housekeeping.
• Maintain registers kept at control desk.
• Receive special requests from guests.
• Maintain latest reports regarding room occupancy, VIPs, status of rooms etc.
• Delegation of work to attendants and supervisors.
• Attend to phone calls received at control desk.
• Responsible for issuing guestroom keys and maintaining key register.
iii. Public Area Supervisor: The Public area supervisor reports to the Assistant executive
housekeeper. He or she is responsible for cleaning and inspection of the front of the house
areas such as entrance, lobby, and guest corridors. His or her duties are:-
• Ensure that all public areas and other functional areas are kept clean at all times.
• Ensure all maintenance jobs are attended in coordination with the maintenance
department.
• Ensure all flower arrangements are placed in appropriate places in public areas.
• Ensure banquet halls and conference halls are kept ready for functions and conferences.
iv. Linen Supervisor: The Linen room supervisor reports to Assistant executive housekeeper. He
or she is also responsible for the uniforms of employees. His or her duties are:-
• Responsible for entire hotels linen.
• Send dirty linen from laundry after checking.
• Check laundered linen before giving it for ironing.
• Provide linen to the various departments.
• Maintain register of linen movements and check linen regularly.
• Supervise ironing and laundering of linen of the hotel.
• Supervise work of linen room attendants and tailors.
• Make suggestions related to replacement purchases and give requirements of linen to
Executive housekeepers.
• Issue clean uniforms while receiving soiled ones
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Bob James Abreo
• Send soiled uniforms for laundering.
• Send torn uniforms to seamstress for mending.
• Keep count of uniforms.
• Shelve laundered uniforms after verifying types of articles.
• Count and record linen.
v. Horticulturist: Many large hotels have their own Horticulturist, who report to Assistant
executive housekeeper. He or she leads a team of gardeners in maintaining landscaped
gardens of the hotel as well as in supplying flowers from gardens for flower arrangements in
the hotels. Flowers are used largely to enhance aesthetic appeal of various areas of the hot.
vi. Night Supervisor: The Night supervisor reports to the Assistant executive housekeeper. He
or she supervises all night staff engaged in the cleaning of public areas and guestrooms in
hotel. His or her duties are:-
• Ensure all public areas are thoroughly cleaned at night when the traffic is low.
• Plan order of work and direct staff accordingly.
• Ensure submission of room attendant reports and room status reports.
• Provide guest supplies and attend guest requests in the night like providing water
bottles, extra beds, towels etc.
• Report safety and security hazards.
f. Attendants
i. Room Attendant: Room attendant report to the Floor supervisor. They are in charge of the
physical duties that are assigned to them by the Floor supervisors. His or her duties are:-
• Cleans the rooms
• Change guestroom and bathroom linen.
• Make guest room beds.
• Replenish guest supplies.
• Answer guest requests promptly on the floor.
• Responsible for collecting guest laundry.
• Servicing of rooms in the turndown service and also provide second service.
• Handover lost and found articles if any found in the room
• Replenish maids cart with supplies for the next shift
• Arrange and stock the pantry with linen and supplies.
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Housekeeping
ii. Mini Bar Attendant: Mini Bar attendant are basically under the Desk controller. He or she
has one job and one job only and that is to look into anything that deals with the mini bar.
His or her duties include: -
• Arrange mini bar stores.
• Replenish the mini bar basket on request.
• Act as a runner for mini bar replenishment needed in the room.
iii. Public Area Attendant: They report to the Public area supervisor. His or her duties are:-
• Shift furniture in public areas.
• Clear the garbage.
• Polish all brassware in public areas.
• Clean all doors, windows and ventilators.
• Clean firefighting equipment.
• Clean the shafts and terraces.
• Clean chandeliers, draperies and other hard to reach areas in public areas.
iv. Linen Attendant: Linen room attendants report to Linen room supervisor. His or her duties
are:-
• Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks.
• Issue clean linen on clean-for-soiled basis.
• Place soiled linen in containers and send these to laundry.
• Examine and counts each linen item when sends to laundry and again on return.
• Send torn articles to seamstress for repair.
• Maintain proper records of discards and determine percentage of discards.
v. Head Gardener: He or she reports to the Horticulturist and maintains landscaped areas and
gardens in the hotel. His or her duties are:-
• Brief, schedule and allot duties.
• Purchase plant seeds and plantings.
• Purchase and supervise usage of manure and fertilizers.
• Maintain watering schedules of plants and attend problems regarding watering
schedules.
• Maintain and prepare indoor plants for the hotel.
• Supervise and maintaining the lawns.
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Bob James Abreo
• Ensure gardeners are handling equipment and tools efficiently.
g. Associates
i. Housemen or maids: Housemen or maids have to report to the Floor attendant. They are the
backbone to Housekeeping department the reason being that they look into the work that is
assigned by the Floor attendant which includes many complications and solutions to be
sought. His or her duties are: -
• To set the stores in the morning.
• To set the service pantries.
• To clean soil rooms.
• To clean departure rooms.
• Check arrival rooms before the guest can enter if any arrangement is needed.
• Perform turndown service when needed for the evening.
• Do the duties assigned by the Night attendant for night shift.
ii. Runner: “Valet service” means that they take care of guest laundry and requirements. They
report to the Linen room supervisor and the Desk controller. They are responsible for
collecting soiled guest laundry and delivering fresh guest laundry. Also, they are in charge of
replenishing amenities that are needed in the service pantries when other staffs are busy.
iii. Pest Control Technician: -

• Evaluates pest control situations by inspecting conditions; identifying new infestations
and determining causes; analyzing treatment; prevention, pest management; and
elimination options.
• Organize, plan and prioritize daily work activities for staff to ensure efficiency and timely
completion of tasks.
• Creates, prepares, monitors and updates the Integrated Pest Management Plan.
• Performs pest control measures using integrated management techniques and following
the Integrated Pest Management Plan.
• Identify the proper storage; transportation and disposal of pesticides.
• Performs required pest surveillance and control on outer islands.
• Resolves customer dissatisfactions by investigating complaints; and identifying solutions.
• Provides on-going training for staff in accordance with the Pest Management Plan.
• Performs other duties as may be assigned.
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Housekeeping
iv. Tailor: They report to the Linen room supervisor. His or her duties are:-
• Mending and stitching uniforms, linen, upholstery etc.

• Alteration of uniforms if required.
• Refurnish all damaged upholstery.
• Repair guest clothes if required.
• Calculate materials required for uniforms and upholstery and purchase accordingly
v. Gardeners: Gardeners report to the Head gardener or the Horticulturist. They keep
landscaped areas, lawns and gardens clean and aesthetically beautiful. His or her duties are:-
• Dig landscaped areas and maintain them.
• Plant saplings and seeds.
• Water gardens as per schedules.
• Maintain plant nursery and green house.
• Prepare potted flowers and potted plants.
vi. Florist: Florists employ their own florist. Providing attractive flower arrangements for the
entire hotel is their responsibility. They report to the Horticulturist. His or her duties are:-
• Collect fresh flowers from gardeners every day.
• Purchase flowers from dealers
• Prepare different flower arrangements for different areas- lobbies, front office,
restaurants, guestrooms, banquet halls etc.
• Treat cut flowers so that they last longer.
• Maintain flower arrangements by changing water, etc.
• Responsible for flower arranging equipment and equipment accessories, etc.
• Train the assistant florist.
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Bob James Abreo
Training schedule in the Housekeeping Department
a. Floors and others accordingly (Morning shift – 08:30 a.m. to 06:30 p.m.)
TIMINGS TASK TO BE PERFORMED
08:30 a.m. Morning shift begins
08:30 a.m. – 09:00 a.m. Morning briefing and section allotment
09:00 a.m. – 09:30 a.m. Setting up service pantry for morning service and checking amenity stocks
09:30 a.m. – 10:00 a.m. Check mini bars of every room occupied and replenish
10:00 a.m. – 10:15 a.m. Morning tea time
10:15 a.m. – 01:30 p.m. Have to clean at least 75% of the total rooms on the allotted floor
01:30 p.m. – 02:00 p.m. Lunch at the ‘My Space’ employee cafeteria
02:00 p.m. – 03:30 p.m. Continue room cleaning and finish with the floor allotted
03:30 p.m. – 04:00 p.m. Arrange and clean the service pantry before leaving and take out the garbage
04:00 p.m. – 04:15 p.m. Evening tea time
04:15 p.m. – 05:00 p.m. Setting up Housekeeping stores or picking up indents from main stores
05:00 p.m. – 06:00 p.m. Perform turndown service for the floors that were allotted earlier
06:00 p.m. – 06:30 p.m. Debriefing or celebrate the birthday of an employee in the department
06:30 p.m. End of shift
b. Floors and others accordingly (Evening shift – 11:00 a.m. to 9:45 p.m.)
TIMINGS TASK TO BE PERFORMED
11:00 a.m. Evening shift begins
11:00 a.m. – 12:30 p.m. Arrange laundered clothes in the linen room
12:30 p.m. – 01:00 p.m. Lunch at the ‘My Space’ employee cafeteria
01:00 p.m. – 04:00 p.m. Deliver items as a runner and mini bar attendant for the HK desk
04:00 p.m. – 04:15 p.m. Evening tea time
04:15 p.m. – 05:00 p.m. Setting the Housekeeping store or picking indents from the main store
05:00 p.m. – 06:30 p.m. Briefing for turndown service at the hermitage
06:30 p.m. – 07:00 p.m. Setting up the service pantry for turndown service at the hermitage villas
07:00 p.m. – 09:00 p.m. Perform turndown service for hermitage villas and double check
09:00 p.m. – 09:15 p.m. Arrange and clean the service pantry at the hermitage
09:15 p.m. – 09:45 p.m. Dinner at the ‘My Space’ employee cafeteria
09:45 p.m. End of shift
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Housekeeping
Procedures and functions performed during various shifts
During the course of training in the Housekeeping, the Housekeeping Desk was a home like no other.
Unfortunately, the hotel focusses on deploying male trainees in the Floors section and female trainees at
the Housekeeping Desk or any other administrative oriented section unless they are willing to take on hard
work. But, nevertheless there was always an opportunity every day to learn something new from other
sections in the department and that would be more than enough. Therefore, most of the daily procedures
and functions are Floor oriented when it come to the following information given below apart from the
time there was help needed by any other section.
a. Morning shift
i. Setup Housekeeping stores: As a Housekeeping staff, it is important that the first job of the
day has to be the setting of the Housekeeping stores in the early hours of the morning as
this will help locate amenities and other equipment needed for service. Mostly the Industrial
trainees are given the task of setting the store in the morning. This includes a certain
procedure that should not be for certain but helps complete the work fast and efficiently so
that one is on time for the morning briefing. The procedure is as follows: -
• Amenities that include bath lotions and soap bars are to be kept on the middle shelf as it
becomes easier to arrange and segregate accordingly.
• All amenities that include cleaning agents like chemicals in can have to be kept on the
bottom most shelf so that it can avoid spillage or breakage.
• And the amenities that include all dry items such as tea, coffee, sugar and milk sachet
bags, disposable bags, garbage or bin liners, shower caps, dental kits, shaving kits and
loofah kits should be placed on the top most shelf.
• All equipment should be polished and maintained. After looking into the maintenance,
the piece of equipment should be placed in the allocated area it is supposed to.
• Décor for rooms should also be sealed in plastic bags so that dust does not accumulate.
• After everything is kept in place, a final sweep and moping procedure should be followed
for the floor.
ii. Replenish mini bars: Replenishing the mini bar is fun but, strenuous when it comes to
delivering mini bar items to various rooms that are from each other adding to the fact that
the amount of stock one can carry is that of three mini bars and not more. Taking this fact, a
cue of six rooms could definitely be a nightmare as everyone wants to finish their work first.
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Bob James Abreo
The mini bar is divided into two parts, one, dry items and two, refrigerated items. The dry
items include assortment of packaged nuts and chips and biscuits. The refrigerated items
include a chocolate bar, three soft drink cans, four cans of beer and 6 mini bottles of
alcoholic beverages like whiskey and vodka. The name given to the mini bar by all Vivanta
hotels are ‘Treat Yourself.’
iii. Clean occupied and departure rooms: While cleaning an occupied room or a departure
room, the very first task is to knock before opening the door. After entering the room, the
lights and AC has to be turned on, and the curtains have to be opened. The next task is to
dust the whole room especially following the up to down rule. The furniture has to be
polished and the curtains have to be dusted as well.
As one proceeds with the mentioned work, another is assigned to clean the washroom. The
WC has to be sanitized first while the glassware is attended to. The tiles and walls have to
also be sanitized. After wiping everything and replacing half or finished amenities and bath
linen, the WC is thoroughly brushed and flushed.
Back to the room, the glassware has to be polished and the cupboards to be checked for
replenishment of amenities like stationary, sachets, water bottles, etc. The second last task
is to take out the soiled bed linen and perform bed making procedure which includes
arranging the mattress protector, tucking in bed sheet, arranging duvet and mitering it into
the mattress. The last task is to mop the floor of the room and leave the room.
iv. Clean and setup service pantry: After finishing the allocated work on a floor, the service
pantry of the particular floor has to be kept in perfect shape. The service pantry has to be
arranged and a ternary list should be made as well as the performance table to be filled. Last
of all, the service pantry has to dry moped and also wet moped.
b. Evening shift
i. Arrange laundered uniforms: The uniforms that come in from the outsourced laundry comes
in at about 02:00 PM in the afternoon. The laundered uniforms have tags that contain the
employee ticket numbers. The ticket numbers have to match the hanger row and
placement. The placement should have at least one uniform on as there are three issued at
the time of joining. As for the guest clothes and HOD clothes, they would have to be steam
ironed and sent to the respective guest room or department.
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Housekeeping
ii. Act as a Runner or Mini bar attendant: A Runner’s job is to deliver request for guests to their
rooms or deliver equipment and amenities for the room at the time of service. Apart from
being a Runner, being a Mini bar attendant is much more fun apart from keeping the
inventory of items going out. The Mini bar attendant also has to deliver the mini bar
products and arranging them in the mini bar compartment and refrigerator.
iii. Perform turndown service for hermitage villas: ‘Turndown service’ is an essential service
that is very interesting to learn about. It begins with knocking the door and inquiring with
the guest whether he or she would like turndown service to be performed. If the guest turns
down the request then the guest is presented an activities sheet for the activities of the
following day. If the guest accepts, the first task is to lower blindfold and check amenities to
be replenished. The washroom is then checked for cleaning measures and replenished. The
bed making procedure is carried out with the pillows being straightened and the duvet given
a foot fold. At the end, the activities sheet along with the laundry slip and bag is placed on
the left hand side of the bed.
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Bob James Abreo
Layout/ floor plan of the property
The layout of the hotel premises has been divided into two main sections – the Main building and the
Hermitage. They are as follows: -
a. Hermitage and the full property layout
Since its inception in 1974, the hermitage has always been a marvel for guest visiting the property
as serves almost everything hospitality has to offer. From banquet and meeting venues to cottages
and villas, the hermitage has always been the pride of the Taj Fort Aguada. It also owes its
legendary status to the fact that since the property was the first in the field of hospitality in Goa,
many international and domestic dignitaries have stayed at the hermitage.
The hermitage is divided into two sub sections – the cottages and the villas. The Aguada cottages
are some of the oldest existing structures at the property and provide a very reasonable price for
the space that it offers. Though the same cannot be said about the villas, it just goes to show that
the villas belong to a completely different category. The villas have been installed in recent years
and have gone through serious renovations during the time of Vivanta’s entry into the market.
Cottage room number range from 401 – 438 and villa room numbers range from 502 – 518.
Apart from the cottages and villas, the hermitage is also home to three of the five banquet and
meeting venues located in the property of which two are indoor venues and one is outdoor.
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Housekeeping
The hermitage center and the sunset point account for the indoor pleasures while the bay view
point accounts for beautiful scenery of the landscape.
b. The main building and its wings
The main building is another one of the main sections and is further divided into two sub sections –
the East wing and the West wing. Both wings have their charm and is directly linked with the lobby
on the first floor which makes administrational work very easy.
Compared to the hermitage, the main building consists of only rooms and suites. These are located
on three levels – the ground floor, first floor and second floor. The ground floor on the west
contains room number from 101 – 120 while the ground floor on the east contains room number
from 121 – 140. The first floor to the west contains room numbers from 201 – 208 and 211 – 218
while the first floor to the east contains room numbers from 221 – 228 and 231 – 238. As for the
second floor, the west contains room numbers from 301 – 304 and 311 – 314 while the east
contains room numbers from 321 – 324 and 331 – 334.
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Bob James Abreo
Each floor except for the second on each wing, has two service pantries where the Housekeeping
can keep the room amenities and equipment needed on request for cleaning rooms. The total
amounts to eight service pantries in the main building. Unfortunately there are no elevators on
either wing, but this can supported by the fact that there are only three floors including the ground.
The main building also is home to two banquet and meeting venues – the Aguada ballroom and the
fish tail. The Aguada ballroom is the signature indoor facility while the fish tail is an outdoor facility.
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Housekeeping
Equipment used in the Housekeeping department
The equipment used in the Housekeeping may be very typical and not like those of other operational
departments in the hotel, but that can be excused for the fact that the Housekeeping deals with labor
intensive work. This in turn shows that most of this work is performed physically and through the use of
machines and equipment as well. Given bellow are he various categories of equipment used by the
Housekeeping in their day-to-day activities.
A cleaning agent can basically defined as a substance that removes or assists in removing physically or
chemically caused soiling of a surface. Dust being composed of loose particles, is removed comparatively
easily by the use of various piece of equipment. On the other hand, dirt owes its adherence to surfaces by
means of grease or moisture and this requires the use of cleaning agents as well as equipment if it is to be
removed efficiently. Therefore, a knowledge of different types is important so that deterioration of
surfaces is prevented.
a. Cleaning agents
i. Characteristics of cleaning agents
With a variety of cleaning agents in the market, the housekeeper should remember that a
great deal of time, effort and money can be wasted by wrong choice as well as possible
deterioration of articles and surfaces. Cleaning agents are chemicals and the housekeeper
should have some knowledge of cleaning science if they are to be chosen and used correctly.
It must also be kept in mind that these chemicals have characteristics that can affect the
way people think about choosing a room. For example, there was a situation in which the
guest was escorted to a room and the odor of one such cleaning agent was that of a spirit.
Since the guest was alcohol intolerant, she requested for a room change immediately
complaining that the room was not clean and that the previous guest was an alcoholic! The
following points maybe taken into consideration when choosing cleaning agents: -
• Type of soiling
• Composition
• Ease of use
• Saving of time and labor
• Possible damage to surface
• Toxic or irritation to skin
• Smell
• Versatility
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Bob James Abreo
• Packaging
• Storage and deterioration
• Cost
ii. Types of cleaning agents

When it comes to the hospitality industry, there are a great variety of cleaning agents
available in the market. Vivanta makes sure that the best are used in the property and not
just for cleaning but for the sustainability and maintenance of the surface their used on. The
most commonly used types are: -
• Detergents
• Scouring liquid or powder
• WC cleanser
• Mirror cleanser
• Furniture polish
• Air freshener
iii. Taskis
It is very important to note that the cleaning agents supplied to the hotel by Johnson
Diversey are in the form of Taskis which are based on the above mentioned types of
cleaning agents. There are various Taskis and each have a certain use or multiple uses. These
cleaning agents are given specific codes for example R1, R2, R3 (The letter 'R' Stands for
'Room Care'), etc. for ease of identification, recognition and use. The list provided by the
Vivanta are as follows: -
• Taski R1: Used for all bathroom surfaces, sink, tub, tiles, floors and fittings. This Taski is
used in various measure: for cleaning, 20 ml in 1 lt. of water or for sanitizing, 50 ml in 1
lt. of water. The process includes spraying directly on the surface to be cleaned, leaving
for two seconds, scrubbing if necessary and wiping the surface with clean and dry cloth,
and finally placing cloth regularly.
• Taski R2: Used for all types of floors and walls. This Taski is used in various measure: for
cleaning, 20 to 40 ml in 1 lt. of water or for sanitizing, 50 ml in 1 lt. of water. The process
includes cleaning for glass and floor like Italian marble, it can be used for wet mopping as
well as scrubbing with a machine, also as wet moping solution which is to be taken in the
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Housekeeping
bucket or mop trolley, to rinse the mop frequently and alternatively using the scrubbing
machine and absorb using a wet vacuum cleaner.
• Taski R3: Used for all type of windows, mirrors and glass display cases. This Taski is used
in various measure: for cleaning, 20 to 50 ml in 1 lt. of water. The process includes
spraying directly on a dry clean cloth, applying to the surface and wiping with a clean dry
lint free cloth, replacing cloth regularly and buffing dry.
• Taski R4: Used for all wooden floors and furnishings. This Taski can be used without a
measure as it is ready to use. The process includes shaking the bottle well before use,
spraying on a soft dry cloth, applying to the surface evenly and start buffing, buffing the
floor or surface to a high shine and replacing cloth regularly.
NOTE: Not to be used on glasses, floors, stairs and laminated sheets.
• Taski R5: Used for all types of indoor areas like offices, rooms, etc. This Taski can be used
without a measure as it is ready to use. The process includes spraying upwards into the
center of the room as required.
• Taski R6: Used for all toilet bowls and urinals. This Taski can be used without a measure
as it is ready to use. The process includes flushing around the bowl especially around the
rim and bowl waterline, directing nozzle under toilet rim and evenly over the surfaces,
leave for five to ten minutes, flushing the toilet and pushing water level down with toilet
brush.
NOTE: Not to be used on stainless steel, enamel, marble and tiles.
• Taski R7: Used for all oil stained floors. This Taski is used in various measure: for
cleaning, 20 to 40 ml in 1 lt. of water or for heavy soiling, 50 ml in 1 lt. The process
includes cleaning for glass and floor like Italian marble, it can be used for wet mopping as
well as scrubbing with a machine, also as wet moping solution which is to be taken in the
bucket or mop trolley, to rinse the mop frequently and alternatively using the scrubbing
machine and absorb using a wet vacuum cleaner.
• Taski R9: Used for all hard stubborn stained surfaces. This Taski is used in various
measure: for cleaning, 50 to 100 ml in 1 lt. of water or for heavy soiling. The process
includes spraying directly on the surface to be cleaned, leaving for twenty seconds,
scrubbing and drain plain water, wiping surface and polish all metal surfaces with clean
cloth and replacing cloth regularly.
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Bob James Abreo
iv. Taski images
Taski R1 Taski R2 Taski R3 Taski R4
Taski R5 Taski R6 Taski R7 Taski R9
b. Special equipment
i. Containers: Work becomes much easier and efficient if the staff is given appropriate
containers in which to carry, transport, collect and store supplies and other items. This can
also be very efficient for a hotel that lacks in elevator services due to a small structural
frame. Therefore, making mobility very easy with load at the same time. Given below are a
list of container based items used at the Vivanta by Taj Fort-Aguada: -
• Buckets: These may be made of plastic or galvanized iron. Plastic buckets are more
popular these days as they are lighter in weight, quieter to use and easier to clean.
Buckets to be used with mops may have one or two sections and may have a wringer
device that can be detached for easy cleaning. Two buckets on a low trolley enables the
brush to be rinsed more effectively each time. Larger buckets should have castor wheels
which must be kept free of hair, fluff and dust. Buckets should be thoroughly washed,
inside and out, every time they are used and then allowed to dry before being stored.
• Caddies: Also called ‘cleaners’ boxes’, these were originally made of wood or metal but
are nowadays usually made of plastic. They consist of a box with a handle and fitted tray.
They are used by room attendants for carrying cleaning supplies from room to room for
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Housekeeping
guestroom cleaning. After each shift, they must be cleaned and topped up with
replacement supplies for use in the next shift.
• Chambermaid trolley: This is perhaps the most significant piece of equipment in the
housekeeping department. It is like a giant tool box; stocked with everything necessary
to service a guestroom effectively such carts available are now made of metal, but
sometimes wooden carts may be in use. The cart should be spacious enough to carry all
the supplies needed for a GRA to complete half a day’s room assignments. Since the cart
is large and may be heavily loaded, it must be easily maneuverable as well. The ideal cart
would have fixed wheels at one end and castor-wheels at the other. The cart should be
well organized so that the GRAs do not have to waste time in searching for supplies or
make frequent trips back to the supply room. Also if the cart is not stacked neatly, it will
look very unsightly when in the guests’ view. There is usually one such cart for each
room section and it is stored in the floor pantry along with other housekeeping supplies.
• Dustpan: These are used in conjunction with a broom or brush for gathering dust. They
may be made of plastic or metal, plastic ones being the usual choice these days.
Dustpans with long handles that eliminate stooping are ideal. In order that the dustpans
are effective, the edge in contact with the floor must be thin, sharp and flat. They should
always be emptied after use and occasionally washed. They should never be stored
resting on their flat edge, as it will wear out and warp so that the pan becomes
inefficient. Store dustpans suspended from a hook or lying horizontally, sideways.
• Spray can: These are lightweight containers that deliver a fine mist or cleaning solution
through a fine nozzle, particularly used for spray cleaning. It is essential that the nozzle is
properly adjusted and free from any blockage. The nozzle must be kept clean, by
spraying clean, pure water through it after every use.
ii. Manual: Manual equipment can include all types of equipment that clean or aid in the
cleaning process by directly using maneuver, operation and energy of employees. This helps
in better judgement which cannot be done through the use of mechanical equipment. But
apart from the advantage, the mechanical equipment stands out when it comes to saving
time and efficiency. Given below are a list of manual items used at the Vivanta by Taj Fort-
Aguada: -
• Broom: Sweeping brooms consist of long bristles gathered together and inserted into a
handle. The bristles of a broom may be made of grass, corn or coconut fibers. Depending
on the type, brooms may be used for removing dust or dirt in large areas. Brooms are
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Bob James Abreo
divided into three types namely hard, soft and wall brooms. The hard bristles are used
for heavy soiling on the carpets or on footpaths while soft brooms are used in the rooms
and are easy to work with. The wall brooms are height based and are used to reach the
ceilings and upper walls for easy cleaning.
• Brush: These may be designed to remove dry or wet or ingrained dust and dirt from hard
or soft surfaces. There are three types of bushes hard, soft and scrubbers. Hard are used
for thickly soiled carpets while soft are used for gentle carpets and furniture. Scrubbers
are used on floors which require heavy duty touch and are also used at times for other
solid surfaces. Various examples that come under these three types are: toilet, bottle,
cloth deck, carpet, upholstery, feather, hearth and flue. The alternatives of these are
mentioned in the mechanical section below.
• Dusters and other cloth: These are meant for dusting and buffing. Soft, absorbent plain
or checked cotton material or yellow flannelette of up to 15 sq. cm is ideal for dusters.
When used for damp dusting, they must be sprayed with a fine mist of water or dusting
solution. Cloths may be impregnated with a mineral oil instead. Dusters must be folded
several times into a hand-sized pad before use so as to provide a number of clean
surfaces and avoid spreading dirt again to a clean surface instead. Other cloth types
include swabs and wipes, floor cloth, glass cloth and rags. All these come in handy while
servicing a room.
• Mops: Mops are used for two purposes to begin with. Also called dust control mops,
these are designed to remove soil and debris from floors, walls and ceilings without
raising and dissipating dust. These mops generally consist of a handle to which a metal
frame is attached. The mop head is either inserted into the frame or stretched over it,
according to the type. The Vivanta by Taj brand uses disposable mops that have a
disposable synthetic fiber that does the moping at the end. Apart from dry mops there
are wet or damp mops as well. These mops are used in conjunction with buckets for the
removal of dirt adhering to a surface. These mops have heads that are made of cotton,
sponge or any other fiber capable of absorbing moisture well.
iii. Mechanical: All kinds of brooms raise and dissipate dust hence, with the advent of the more
hygienic process of vacuum cleaning, brooms are used less often for cleaning purposes in
hotels. Even though, machines have become a hype.
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Housekeeping
Vivanta makes sure that its guest not only witness mechanical equipment but also manual
equipment for a traditional Indo-Portuguese feel. Given below are a list of mechanical items
used at the Vivanta by Taj Fort-Aguada: -
• Buffing machine: The bristle tips of a brush or the surface of a pad abrade and cut the
soiling to remove it.
• Scrubbing: The bristle tips of a brush or the surface of a pad create a high-gloss finish on
the floor surface. In case of a surface on which a polish has been applied, it will involve
generation of a local heat to harden waxes and resins.
• Vacuum: Vacuum cleaners remove debris and soil or water from a surface by suction. All
vacuum cleaners work on the same operating principle. In all types, motor drives an
impeller, which sucks in air through an inlet, creating a difference in pressure between
the air within and outside the machine. Air drawn in from the inlet passes through and
out of the machine. Air drawn in from the inlet passes through and out of the machine.
Usually the air is sucked in together with soil, debris or water. The dust is collected into
a container provided, which may be within the body of the machine (as in cylindrical and
canister models) or on the outside in the form of a bag (as in upright models). The dust-
collecting apparatus in the heavy duty models used in hotel properties usually consists of
2 types of dust bags. The inner bag is made of disposable paper and the outer one is
made of fabric.
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Bob James Abreo
c. Room layout and its supplies
i. Room layout
Room Layout of a Room in the Main Building
Room Layout of a Villa at the Hermitage

Room layout is essential to plan where various guest amenities will be placed. It also allows
the designer to decide the reasonble space that is needed for a room to be appreciated by
the guest. It also tells a story about how the architecture was in the Indo-Portuguese times.
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Housekeeping
And last of all, Vivanta focuses on fine detail with architecture as ‘we’ just do not expect the
guest to love the room the way it is set but, also for the work that was put in to make one
feel special.
ii. Guest supplies

Guest supplies include all items that are conducive to the guests material comfort and
convenience. These may be grouped under guest amenities, guset expendables, guest
essentials and guest loan items. They are mentioned below: -
• Guest amenities: The luxury items which are provided to the guest at no extra cost.
• Guest expandabes: The guest supplies that are expected to be used by guest or taken
away by the guest.
• Gduest essentials: The guest items that are expected to not be consumed or not to be
taken away by guest.
• Guest loan items: These are items that are not found commonly in the guest rooms and
are available on guest request.
GUEST AMENITIES GUEST EXPANDABLES GUEST ESSENTIALS GUEST LOAN ITEMS
Coffee maker Laundry bags Ashtray Baby bathtub
Dual line telephone Magazine Bed linen Baby crib
Electronic safe Matchbox Calender Baby kit
Flashlight Mineral water Coffee mugs Extra beds
Flowers Sachets Décor props Hot water bottles
Fruit platter Stationary items Hangers Medicines
Ironing board & box Slippers Holy books Other stationary
LCD Television Shoeshine IRD Menu Pillow menu
Sleeping kit Dental kit Laundry baskets Sewing kit
Wi-Fi services Disposable bags Room status cards
Bathrobes Loofah kit Water glass
Body lotion Shaving kit
Bubble bath Shower cap
Conditioner Soap bar
Hair dryer Toilet roll and tissue
Shampoo
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Bob James Abreo
iii. Guest supplies in the room layout
• Behind the door: Behind the door one may find the room status cards that show
whether the room status is DND (Do not disturb), cleaning required or laundry service
needed. Other items may include the map of the property informing the guest about the
nearest fire exits. And last of all, a room rule card with a floor map showing navigational
directions to get to the lobby and explaining basic rules to be followed at the property.
• Writing table: At the writing table one may find a reading lamp with a calendar and
important notes about the environment around the property. The writing table also has
a dual line telephone and scribble pads with pencils. In the drawer, various cards and
folders are kept explaining room amenities including menus of various services including
IRD menu and pillow menu. A hotel brochure and tent cards are also present in the
drawer. A dustbin and chair assists one in work.
• On the bed side-tables: On the bedside tables a reading lamp with a dual line telephone
is present. Scribble pads and pencils help in taking notes during phone calls and a water
glass is present with two Himalaya mineral water bottles. In the draw, a Holy book will
be present determined by the reservation form info on religion. A list of important
extensions will also be present.
• In the cupboard near entrance or exit of room: Laundry bags and laundry forms with
charges. Shoeshine service and a foldable ironing board with iron box. Hangers for
hanging cloths are common. Tea and coffee sachets with milk sachets are presented,
stirrers and tea or coffee mugs along with a coffee maker and mineral water bottles.
Above is am electronic safe and below is a laundry basket.
• Coffee table: a table for two with comfortable chairs. An ashtray and matchbox for
luxury accompanied by a fruit platter that is complementary. Below the table on the
bookstand are the trending magazines accompanied by the newspaper of the day.
• Sit-out: A table for two with comfortable cane chairs face the sea view or garden view.
• On the TV table: A 32” LCD TV with a DVD player is available. In the compartment below,
a mini bar called ‘Treat Yourself’ is present with chips, nuts, biscuits, chocolates, mini
alcohol bottles, beer cans, soft drink cans. This is accompanied with the ‘Treat Yourself’
price list as the products are chargeable.
• On bed: Apart from the bed linen, a chocolate or gift box may be placed for an event or
during turndown service.
• On the washbasin: A slab with soap bars, body lotion, shampoo, conditioner, bubble
bath lotion, sower wash, dental kit, shaving kit, loofah kit, disposable bag, shower cap
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Housekeeping
and two glasses are present. On the other side, a tissue box is present with two face
towels and two hand towels. A hairdryer is also installed underneath in a shelf. A dustbin
with a bin liner is present for waste. At the WC wall, a toilet roll is present with two extra
as well.
• In the bathroom: Two of each: shampoo, body lotion, conditioner and shower wash are
present with a bar of soap and a soap stand. On the racks four bath towels are present
and two bathrobes on hangers. Last of all, two place mats are hanging for feet purpose.
d. Linen
Linen in the hospitality industry is essential for the decor of a bed and certain other departmental
uses as well. The linen used in the Vivanta by Taj Fort-Aguada are traditional fabrics and are hired
from some of the well-known hospitality suppliers in India namely Mountain Valley Springs In. Ltd.,
Trident Towels, Mohandas Arjundas and Kimberly Clark. The following are the divisions of
Housekeeping linen in particular: -
i. Bed linen
• Bed sheet: It is preferably a cotton sheet. Size can be easily calculated for any kind of the
bed by acquiring the dimension of the mattress. The calculation is done as Length of the
sheet is equal to the length of the mattress plus two times the height of the mattress
and also added two times the amount of fabric required to tuck under the mattress
which is generally considered as 6" on each side. Similar calculation is employed for the
width of the sheet.
• Duvet cover: A Duvet is a quilt made for the guest rooms with the use of a fiber in it
rather than the cotton. It is latest in the hotel industry. For the duvet the hotels use the
Duvet cover (In place of the two bed sheets), which are the similar to the quilt covers.
The fabric used for the cover is cotton, which can be of the designed or patterned. The
sizes of a duvet cover are calculated as the size of the duvet plus two inches extra length
wise and width wise to help the smooth insertion of the duvet.
• Pillow cover: Pillow covers are again of the cotton used in the industry. The sizes of the
pillow covers also vary from hotel to another hotel and is dependent upon the size of the
pillow which are generally 24" in length by 18" in width to 30" in length by 21 " in width.
Like duvet covers the pillow covers are an inch extra in the length and the width to help
the smooth and fast pull on.
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Bob James Abreo
ii. Bath linen
• Bath towel: The bath towel is made of the cotton done in Turkish weave wherein the
looped piles are left on both the sides of the towel. The piles are never cut in the towel
so as to avoid the opening of the weave of the towel and appearance of the holes in it.
The sizes of the bath towels is 42" in length by 30" in width but can vary up to 48" in
length by 36" in width. Still even if the size of the towel is larger than the specified than
the towels are known as bath sheet. The general color of the towels used in the hotel
industry is white.
• Place mat: Similar to the other towels in its physical appearance and weave this towel
differs from the other towel in its strength and hardness. This towel is hard and has long
life compared to the other towels used. The size of bath mat can vary from 30” in length
by 24” in width to 36” in length to 24” width.
• Hand towel: Similar to the bath towel in description a hand towel varies in size from 30"
in length by 21" in width to 27" in length by 18" in width.
• Face towel: A face towel is similar to the other towels in its physical appearance and
weaves. It varies in size from a 10" square to 12" square. Generally the F&B Service
department uses cold towel, which are like the bath linen in its appearance, but the size
is 10” square.
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Housekeeping
Departmental features
a. Interdepartmental relationships
No individual department in any hotel can work in isolation. The Housekeeping department, is just
one of the department’s in a hotel working towards the satisfaction of the guests, and each
department is dependent on one another for information and services if its work is to be
accomplished effectively. The various departments that the Housekeeping interdepends on are: -
i. Housekeeping and Front Office
• To ensure efficient rooming of guests, both Housekeeping and Front Office must inform
each other of changes in a room’s status. Knowing whether a room is occupied, vacant,
on change, out of order (OOO), under repair, or similar for proper room management
• There should be coordination to clean Front Office public areas
• There must be coordination between Housekeeping and Front Office department to
share information on occupancy levels which helps to forecast occupancy for the year
and makes it easier to draw up a budget, establish par stock levels and estimate required
staff strength.
• There should be coordination know about the daily room report and Housekeeping
discrepancy report.
• It also helps to gear renovations and spring cleaning to low occupancy periods there by
preventing loss of revenue.
• The Housekeeping and Front Office department also coordinate with each other for
other important information which require special attention like: VIPs in house, groups
in the house, crews in the house and flowers.
• Apart from the above communications the Front Office needs to depend on
Housekeeping for the provision of clean uniforms to its staff.
ii. Housekeeping and F & B

• The coordination of Housekeeping with the restaurants and banquet halls is mainly
concerned with the provision of linen and uniforms.
• On his or her part the restaurant manager should ensure that the time set for the
exchange of linen must be maintained and linen should not be lost or misused.
• There should be coordination to maintain minibar in guest rooms.
• The Housekeeping should be well informed about the forthcoming banquet function in
advance so that Housekeeping will arrange everything to organize that function.
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Bob James Abreo
• Housekeeping may also have to arrange for flower decorations for banquets.
• The coordination between the two departments becomes particularly necessary in
collection of trays from the guest corridors which are collected from the room,
placement of fruit basket in special rooms.
• In many hotels Housekeeping also looks after pest control in restaurants, kitchens, and
stores attached to them. Special cleaning of these areas call for coordination with the
Housekeeping department.
• Both the restaurant and kitchen staff requires clean uniforms on a daily basis, for which
too they need to coordinate with Housekeeping.
iii. Housekeeping and Stores

• Coordination with stores ensures the availability of day-to –day necessities of
Housekeeping.
• Larger hotels have a store attached to the Housekeeping department that stocks linen,
supplies and so on.
• Smaller hotels may stock them in the general store, except for linen, which is sent to the
Housekeeping department on purchase.
• Communication with stores is by way of a requisition form, which Housekeeping sends
to when it requires certain items. The requisition form is called as store requisition form.
iv. Housekeeping and Engineering

• The Housekeeping department depends on ‘Engineering’ department to keep things in
order.
• While carrying out their scheduled work, Housekeeping employees may find some
deficiencies in the hotel facilities, such as faulty electrical plugs, dripping faucets, leaking
pipes or malfunctioning air-conditioning units etc.
• A need for urgent repairs is reported to Engineering department over telephone and
these requests are usually taken into action immediately.
• There are various heads under which Engineering department work is done they are:
• Electrical work: air conditioning and heating; fused bulbs , lights and lamps that are not
functioning ; defective plugs and plug points ; short circuits; and faulty geysers ,
refrigerators , and minibar fall under this category.
• Boiler work: this is necessary to maintain a supply of hot water to guestroom.
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Housekeeping
• Mechanical work: this entails repair or replacement of any faulty equipment, such as
vacuum cleaners, ice-cube machines, and so on.
• Plumbing work: this deals with faulty faucets (taps), showers, drainage systems, water
closets, and so on.
• Carpentry work: broken of shaky furniture; mirrors and cupboards in less than peak
condition, and fresh woodwork are all part of this.
b. Situational procedures
i. DND room handling
• When there is a DND card placed outside the door of a guest room, one has to first call
the Housekeeping desk from the closest service pantry and inform the Desk controller
about the problem. After the Desk controller is informed, he or she calls the certain
room and the guest is informed that the Attendant is outside the room door.
• If there is no answer on the call as well, the personal number is contacted via Operator
and is then informed.
• If yet, the personal number does not go through, a DND informer card is placed on the
door informing the guest about the certain service he or she has missed.
• In case of an emergency, the DND card stands no value in Vivanta standards and only the
Executive housekeeper has the right to open the room door with a master key.
ii. Drunken guest handling: Handling a drunken guest in the hotel seems to be a very easy task
in listening but in itself is a very difficult task and handling a guest who is drunk and
completely out of his senses is next to impossible. Certain attributes you have to possess: -
• Act politely.
• Never argue.
• Stay calm.
• Talk softly and lead him away from the public area.
• If the drunken guest is behaving rudely then the last option should be to call the security
officer but try and handle the situation very calmly.
• The duty manager or the immediate supervisor should take the drunken guest away
from the guest area and then act very calmly and talk very politely with him the
supervisor can escort him to his room or he can indulge the guest in some other
thoughts and just keep the guest calm and as soon as possible send him back to his
room.
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Bob James Abreo
iii. Locked room handling
• If the room is locked and the guest is left outside, the guest is approached and asked if
he or she has lost his or her key card or, whether he or she has kept the key card in the
room. If the latter, the Room attendant asks the Floor supervisor for the master key and
opens the door. In case the first issue, the Front Office is called and told to issue a new
set of key cards and be delivered to the guest.
iv. Lost and found handling

• There should be one dedicated location to receive lost and found items whether it is
found in guestrooms, meeting rooms, public area or restaurants.
• The lost items must be secured in a locked closet or area that has highly restricted
access.
• Employees are instructed to bring items to lost and found area, with valuables receiving
immediate attention.
• All items received to be recorded in a lost and found register.
• All items regardless whether it is valuable, non-valuable items and perishable items must
be recorded on the Lost and found register.
• Items should be put in a plastic bag noting the serial number from the register, place
found, date, name of the person found the item etc.
• Valuable items like jewelry, mobile, wallets, laptops, IPods etc. must be stored in a
locker.
• If the Property management system has Auto trace functionality then put a trace on the
guest profile stating the there is a lost item held with the housekeeping department.
• Send Email to the guest to notify the guest about the lost item (as per the hotel policy).
• When guest calls up the hotel to ask about the lost item, only the person who maintains
the lost and found register should revert to the call.
• Once the item is sent to the guest or collected by the guest authorized person an
appropriate entry to be made on the system.
c. Other services – pest control, flower arrangement and laundry

i. Pest Control: It is the management policy that pest control is carried out on a regular basis
and that the Housekeeping department has an overall responsibility to co-ordinate between
the contractors and all departments.
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Housekeeping
The purpose of this policy is to ensure that the hotel premises are refrained from all pests,
to ensure problem areas can be identified and effective measures can be taken promptly
and to ensure that the minimum disturbance is caused to the operation of the hotel and our
guest. If any hotel staffs find pests such as cockroaches, ants, rats, spiders, flying insects etc.
in any area of the Hotel they should immediately report it to the Housekeeping department.
Housekeeping staff will record the details in the PCI Log book. The format is as follows: -
• Date
• Time
• Description of Pest Problem
• Location of Pest Found
• Date of Pest Treatment Appointment
• Job Completed on.
• Staff accompanied.
• Signature
Executive housekeeper is to review the PCI Log book weekly to ensure the proper treatment
is complied with. Housekeeping floor supervisor or the Housekeeping manager should co-
ordinate with the pest control contractor for monthly schedule and urgent implementation
arrangement of ad-hoc pest control. Executive housekeeper will advise other department of
the schedule and the type of treatment used for pest control, so the necessary safety
measure can be taken by the concerned department for example covering of food,
cancelling of table settings, etc. Pest control contractor will be guided and accompanied by
Housekeeping staff for security and job performance control purpose.
There are three basic treatments in controlling pests: -
• Rodenticide treatment: For rat related treatment.
• Insecticide treatment: For insect related issues.
• Flying insect control: Fuming areas for insect that is present in the air.
ii. Flower arrangement

In hotels, flowers are used extensively. Various types of arrangements are chosen, as
appropriate to the area and occasion. Medium-sized ‘round’ arrangements are often
provided at the guest relations executives’ desk in the lobby and on coffee tables in the
lounges. In most five star hotels, one can see huge, spectacular arrangements in the lobbies.
Restaurants generally have bud vases on each table, with one or two flowers in them. Table
arrangements for conferences must be low so that guests may see over them.
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Bob James Abreo
At informal banquets, large arrangements may be seen. At wedding banquets, wall
arrangements using gerberas are very popular nowadays. On special occasions and festivals,
some hotels even make beautiful traditional flower carpets for the lobby. Flower
arrangements have a basic principle followed everywhere including the Vivanta by Taj Fort-
Aguada. Flower arrangements are made up through three layers. They are as follows: -
• Flowers (dominant or focal or point material): This consists of bold flowers or clusters of
small showy blooms. The dominant material provides a center of interest. For example,
Gerbera, Chrysanthemum, Lilies, Anthurium, Tulips, Poppies, Roses, Dahlias and
Daffodils.
• Fillers (secondary material): This consists of smaller flowers and all sorts of leaves and
foliage that are used to cover the mechanics and edges of the container and also provide
added interest and color to the display. For example, Asters, Ivy, Button
Chrysanthemum, Carnations, Gypsophila (Baby’s breath), Limonium and Marguerites.
• Foliage (line material): This consists of tall stems, flowering spikes, or bold leaves that
are used to create the basic framework or skeleton. This line material may be straight or
curved and it sets the height and width of the finished arrangement. For examples,
Gladioli, Birds of paradise, Golden rods, Larkspur, Asparagus ferns, Palms, Tuberoses and
Peruvian lilies.
iii. Laundry
The laundry service at the Vivanta by Taj Fort-Aguada is outsourced to a company called
‘Launderaids.’ There are basically two types of laundry services that take place. One, the
laundry of employee uniforms and linen from the hotel and two, the laundry service
requested by a guest for guest clothes which have to be taken extra concern over. The
laundry services are chargeable for guest and are time efficient as soiled guest clothes
return after four hours being an outsourced laundry.
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Housekeeping
Tasks performed by trainees in each section of Front Office
Trainees in the Housekeeping are not that fortunate with opportunities due to the amount of work that is
present within the department. Though there are always twists and turns in every department. The male
trainees have to join the physical tasked section which include either the Floors section or the Public Areas
section due to endurance and the female trainees are allowed to work in the administrative parts which
include either the Housekeeping Desk or the Linen Room. Therefore, when it comes to tasks performed by
trainees in the Housekeeping department each section has its distinct work as mentioned below: -
a. Floors
In the Floors section, trainees are expected to carry the storage and other amenities to the service
pantry. After the service pantry stocking, the trainee is supposed to return to the department and is
supposed to set the store and wait as a runner at the Housekeeping desk. As the Runner, the
trainees are supposed to replenish the mini bar. After being a Runner, the trainee is supposed to
help with room cleaning by taking charge of the washroom duty and also replenishing amenities in
the room. After the rooms are ready on the particular floor, the trainee is kept in charge of the
service pantry arrangement and cleaning. The trainee is then supposed to return to the desk and is
supposed to listen to the briefing of the turndown service on the wings. After performing turndown
service, the trainee has a break by collecting indents from the main store of the hotel which is away
from the property. It is after this task that the end of shift emerges.
b. Housekeeping desk
At the Housekeeping desk the trainee is supposed to act as the Runner to replenish various request
from guests and Supervisors in various rooms. One main task is to help in mini bar replenishment.
Replenishment of the mini bar is a tedious task as the trainee needs to go to and fro for delivering
the products. The trainee is also expected to keep count of the items being taken out of the mini
bar store area.
c. Linen room
In the Linen room, the trainee has to issue employees coming on shift their uniforms and arrange
laundered uniforms coming into the hotel. Tagging is also an essential job of the trainee. If a tag is
missing, the trainee collects the uniforms without tags and informs the Linen supervisor about the
same. The trainees have to also issue bed and bath linen for rooms provided the soiled linen is
brought back.
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Bob James Abreo
d. Night desk
At the night desk, the trainee has the easiest tasks. Most of the night shift goes on rest but if there
are situations, they are tough to handle as they are very rare situations. Therefore, it is mostly the
Attendant who assist the trainee in night work while the night supervisor has to audit on the
personal computer. The trainee also has to check inventory in the morning before shift ends so that
there are enough items to be used for morning service.
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Housekeeping
Housekeeping Galleria
Welcome to Vivanta by Taj Fort-Aguada
The Hotel Lobby
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Bob James Abreo
Welcome Ritual at the Lobby
Garden View Sit-out with Double Bed
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Housekeeping
Garden View Sit-out with Twin Bed
Sea View with King Bed
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Bob James Abreo
Premium Indulgence Suite with Terrace and King Bed
Allure Premium Suite Living Room
Page | 53
Housekeeping
Main Block Rooms – Wash Rooms
Aguada Cottage Bedroom with Garden View and Twin Bed
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Bob James Abreo
Aguada Cottage Living Room
Aguada Cottage Wash Room
Page | 55
Housekeeping
Hermitage Villa Bedroom
Hermitage Villa Living Room
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Bob James Abreo
Hermitage Villa Dining Room
Hermitage Villa Wash Room
Page | 57
Housekeeping
Baby Basket Baby Crib
Baby Tub Laundry Kit
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Bob James Abreo
Flashlight Service Sleeping Kit
Guest Room Supplies Washroom Linen
Page | 59
Housekeeping
Conclusion
Remembering it just like it was yesterday was quite a thrill during the course of typing this report on the
Housekeeping department. Nothing would be better than making the reader feel a sense of joy emanating
from this simple piece of paper that one types on. More importantly, it is the journey that one takes with
the other who reads that makes it interesting. The reader feels the emotional touch during the course of
reading. The hard work above talks for itself.
The will and determination that one possesses helps in the long run and that is how people succeed in
achieving tasks. Although it was tough at first as in any other department for a week. The Housekeeping
was an eye opener to all the work that commences in other departments and how different it is to be on
the physical side of things. It was tough at first to accept that the kitchen was a passion but not an option
due to the environmental conditions. But there was always something that is even more challenging that
comes your way and that was the Housekeeping. Certainly thrilled to have served the Housekeeping and
learn the most important virtue when it come to this subject – take whatever comes your way in life – even
if it means intensive work because that will be the guide to success.
Last of all, knowing that the reader has already achieved the above in the past, it gives me a distinct honor
and a great pleasure to thank the reader for taking the time to actually go through the report and grade it.
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Bob James Abreo
References
• Chugach Taleo, Job Description, viewed on 5th September 2017 at 10:00 AM, from
https://chugach.taleo.net/careersection/2/jobdetail.ftl?job=97782&ang=en
• Paramjamwal BlogSpot, Housekeeping, viewed on 5th September 2017 at 9:00 AM, from
http://paramjamwal.blogspot.in/2013/11/.html
• Setup My Hotel, Job Description – Front Office, viewed on 6th September 2017 at 9:00 AM, from
https://setupmyhotel.com/job-description-for-hotels/housekeeping/.html
• Taj Hotels, Taj Fort Aguada, viewed on 7th September 2017 at 9:00 AM, from
https://taj.tajhotels.com/en-in/taj-fort-aguada-goa/
• Wikipedia, Taj Hotels, viewed on 7th September 2017 at 10:00 AM, from
https://en.wikipedia.org/wiki/Taj_Hotels_Resorts_and_Palaces
• Wikipedia, Vivanta, viewed on 7th September 2017 at 11:00 AM, from
https://en.wikipedia.org/wiki/Vivanta_by_Taj
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Bob James Abreo

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Bob James Abreo

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Bob James Abreo

a. History and growth of the hotel

b. A brief description of the hotel that you are training in

b. Location in the hotel

ii. Deluxe Room Sea View

iii. Deluxe Room Sea View with Sit Out

iv. Premium Indulgence Room Sea View with Terrace

vi. Aguada Cottage Garden View

vii. Hermitage Villa Garden View

ix. Hermitage Villa Sea View One Bedroom

x. Presidential Villa Three Bedrooms

c. Assistant executive housekeeper

d. Senior Housekeeping supervisor

iii. Pest Control Technician: -

• Mending and stitching uniforms, linen, upholstery etc.

b. The main building and its wings

ii. Types of cleaning agents

Taski R1 Taski R2 Taski R3 Taski R4

Taski R5 Taski R6 Taski R7 Taski R9

Room Layout of a Room in the Main Building

Room Layout of a Villa at the Hermitage

ii. Guest supplies

ii. Housekeeping and F & B

iii. Housekeeping and Stores

iv. Housekeeping and Engineering

iv. Lost and found handling

c. Other services – pest control, flower arrangement and laundry

ii. Flower arrangement

Welcome to Vivanta by Taj Fort-Aguada

The Hotel Lobby

Welcome Ritual at the Lobby

Garden View Sit-out with Double Bed

Garden View Sit-out with Twin Bed

Sea View with King Bed

Premium Indulgence Suite with Terrace and King Bed

Allure Premium Suite Living Room

Main Block Rooms – Wash Rooms

Aguada Cottage Bedroom with Garden View and Twin Bed

Aguada Cottage Living Room

Aguada Cottage Wash Room

Hermitage Villa Bedroom

Hermitage Villa Living Room

Hermitage Villa Dining Room

Hermitage Villa Wash Room

Baby Basket Baby Crib

Baby Tub Laundry Kit

Flashlight Service Sleeping Kit

Guest Room Supplies Washroom Linen

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