Notesale: Turn your study into money

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Tutorial
14 January 2021

12:22 PM

The importance of Housekeeping and Delivering Outstanding Guest Satisfaction
Standards not maintained
• Tarnished reputation
• Loss of business ( online recommendation: dirty )
• Property damage
• Disposal and replacement of items
• Room downtime
• Staff time
Top 10 Attributes of Guest Satisfaction
1
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Cleanliness of bathroom
3
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Room ready at check-in

5
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Room type match Vs request
7
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Quiet room
9
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Helpful, courteous and efficient at check-in
Main housekeeping challenges
• Consistently deliver the highest standards of clean
• Demanding time pressures requiring optimized cleaning procedures and products
• Hiring, training and maintaining the right employees

Balancing the Factors of Cleaning
• Time
➢ Up to 16 rooms in an 8-hour shift
➢ Cleaning products need time to work
• Temperature
➢ Room temperature in housekeeping
• Chemical Action
➢ Inspection of dilution control systems
➢ Unit-level product recommendations based on specific soil challenges, water conditions
• Mechanical Action
➢ Cloths, brushes, abrasive pads
• Procedure
➢ Onsite training proactively delivered
➢ Hands-on, face to face with unit operators
➢ Specific to the unique challenges for each hotel
Definition of Cleaning and Disinfecting
• Cleaning
➢ The process of removing the maximum amount of dirt from a surface in the most efficient way without damaging the surface
• Dirt
➢ Any substance physically bound to a surface, whose presence is undesirable
• Disinfecting
➢ Reducing the number of microorganisms to a level where they cause us no problems
➢ Disinfectants are regulated by The Biocidal Product Regulation ( BPR, Regulation ( EU ) 528/2012 )
Cleaning and Disinfecting are both important
• Reduces the number of harmful microorganisms on the surface
• Reduces the risk that the next person who touches a surface transfers the microorganisms
• Commonly touched surfaces such as door handles, light switches, elevator buttons should be cleaned properly and frequently
How to Properly clean and disinfect surfaces
• Clean
➢ Any dirt could protect germs from sanitizers or disinfectants
➢ Cleaning is a key part of effective disinfection
• Rinse ( if necessary )
➢ Some disinfectants can be inactivated by cleaners - follow the manufacturer's instructions
➢ A disinfecting cleaner can minimise the issue
• Disinfect
Use EU BPR-registered disinfectants
BHH 1083 Page 1

➢ Use EU BPR-registered disinfectants
➢ Use biocides safely
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9% Pest companies treated for bed bugs in 2015
• 64
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7% Increase in infestations vs
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5%, at all time high
• Bed bugs found in more locations
• Increased public awareness
➢ 80% of travellers are concerned about bed bugs
➢ 25% are checking their rooms for bed bugs
➢ 12% have altered or cancelled travel because of bed bugs
➢ 1 unfavourable review can be seen by over 150 friends and can cost you 30 customers
➢ $38 is the amount a single review of bed bugs lowers the value of a hotel room per night

Biology and Behaviour
What are bed bugs?
• Nocturnal human parasites
• Feed exclusively on blood, prefer human vs
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Report to assigned work areas
➢ Load carts with supplies needed to perform duties following prescribed procedures
➢ Clean all guest rooms in the following order:
▪ Guest or special request rooms
▪ Check-out rooms
▪ All occupied rooms
➢ Report any discrepancies in room status to the floor supervisor
➢ Turn in all lost & found items following the standard procedures
➢ Keep linen room clean & locked at all times
➢ Report any repairs or maintenance work that may be needed in the guest rooms to the floor supervisor
➢ Report any laundry left in the room by guests to the laundry for pick up
➢ Complete special daily work assignments
➢ Fill out assignment sheet as each room is done
• Responsibilities of House Person
➢ Work from the highest floor to the lowest floor doing assigned job
➢ Clean ashtrays in front of the guest elevator & service elevators
➢ Check linen closets for supplies & stock closets
➢ Pick up debris from corridors & service areas
➢ Dust & wipe down all fire doors, alarm & extinguishers along the way
➢ Clean stairs on the assigned floors
➢ Check all room attendant carts & empty all soiled linen, trash & vacuum cleaner bag
➢ Attend house person meetings held daily in the housekeeping office
➢ Collect all room service trays & put them on the shelves in the service areas
➢ Vacuum the guest room corridors & pay particular attention to corners
➢ Report any problems to the floor supervisor
➢ Re-check all corridors & pick up debris
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Move aside if you are blocking guests' passageway
• Always approach the guests, do no wait until they approach you
• Address the guest by name if known to you
Types of Room
Types of Room

Facilities Available

Single

1 person 1 bed

Double

2 persons 1 bed ( Queen Size bed )

Twin

2 persons with 2 single beds

Double

1 room 2 double beds

Standard

This category is the most basic room type offered by the hotel
...
It usually means superior to a standard room in both size & furnishings

Suite

2 rooms ( 1 bedroom, 1 parlor )

Studio

1 single bed & 1 sofa bed convertible into a bed, the added advantage of a 'kitchenette', or cooking facilities

Efficiency

Contain some type of kitchen facilities

Cabana

A room adjacent to pool area with / without sleeping facilities usually separate from the hotel main building

Parlor

A living or sitting room not used as bedroom

Lanai

A room with a balcony overlooking water or garden

Duplex

A two story suite ( parlor & bedrooms ) connected door between them

Adjoining room 2 or more rooms with private connecting doors
Junior suite

A large room with a partition separating the bedroom furnishing from the sitting area

Hospitality suite A parlor with connecting bedrooms to be used for entertaining
Room Status
• Complimentary
➢ The room is occupied, but the guest is assessed no charge for its use
• Checkout
➢ The guest has settled his or her account, returned the room keys, and left the hotel
• Do Not Disturb
➢ The guest has requested not to be disturbed
• Double Lock
➢ The guest room door is locked from inside and outside two times so that no one can enter
• DNCO ( Did Not Check Out )
➢ The guest made arrangements to settle his or her account ( and thus is not a skipper ), but has left without informing the front office
• Due out
➢ The room is expected to become vacant after the following day's checkout time
• Do Not Paid
➢ The guest is going to check out from the hotel today
• Lockout
➢ The room has been locked so that the guest cannot re-enter until a hotel official clears him or her
• Late Check-out
➢ The guest has requested and is being allowed to check out later than the hotel's standard check-out time
• On-change
➢ The guest has departed, but the room has not yet been cleaned and readied for re-sale
• Out-of-order
➢ The room cannot be assigned to a guest
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5, pg
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The
two most common systems for tracking current room status are mechanical room rack systems and computerized status systems
➢ Mechanical Communication
▪ A room rack may be used by the front desk to track the status of all rooms
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The presence of a room rack
slip indicates that the room is occupied
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For example, if a room rack slip
is mistakenly left in the rack after the guest's check out, front desk agents may think that a vacant room is still occupied ( sleeper )
▪ Here, the communication between housekeeping and front office may be spoken ( on the telephone ), written ( through the usual reports ) or
telewriter
➢ Computerized Communication
▪ In a computerized room status system, housekeeping and front desk uses a computer terminal which ensures instant access to room status
information
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After the rooms is cleaned and inspected, housekeeping enters this information into the terminal
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This saves time and energy in
informing the front desk about the status of rooms
Housekeeping and Engineering / Maintenance
• Routine maintenance
➢ Activities are those which occur on a regular ( daily or weekly ) basis for the general upkeep of the property
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Many of them are handled by housekeeping
• Preventive maintenance
➢ Consist of three parts: inspection, minor correction and work order initiation
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If there
are some minor problems, engineering is informed through the telephone and they are corrected while the room attendant is cleaning the guestroom
➢ However, preventive maintenance sometimes identifies major problems for which work orders are initiated
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Work orders are the key in the communication between housekeeping and

BHH 1083 Page 10

➢ Activities are initiated at the property based on a formal work order
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When a work order is filled by the housekeeping, one copy is kept in the department and two copies are sent to the engineering to inform
them
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This must be combined with cleaning frequency schedule
• Cleaning Frequency Schedule
➢ Once area cleaning inventories prepared, the frequency for cleaning and maintenance of each item should be established
• Performance Standards
➢ After step 1 and 2 above, performance standards must be established to inform subordinates of the equipment and supplies they must use to clean an
item, how to do the job and expected cleaning outcomes
Division of Guestrooms
• The assignment of guestrooms for daily cleaning is usually done randomly in small hotels
• In large hotels, housekeeping teams should be formed to which the same sections of rooms are consistently assigned
• Advantages: Individual housekeepers take ownership of the rooms they clean day in and day out, showing pride in the work they perform ( increase morale )
• A team may consists of 4 or 5 section housekeepers, a team supervisor and a houseperson
Example
• A 400-room property that assigns 16 rooms to one section housekeeper and that groups the section housekeeper and that groups the se ction housekeepers
in teams of 5 would have the following workload distribution at 100% occupancy:
➢ Number of teams: 5 ( 400/16 = 25; 25/5 = 5 )
➢ Number of section housekeepers: ( 400/16 = 25 )
➢ Number of team supervisors: 5
➢ Number of housepersons: 5
Section Housekeeper Need Table
• The scheduling of employees for guestroom cleaning and laundry operation is done taking into account the property's daily occ upancy
• If the establishment is full today and at 3/4 occupancy tomorrow, all guestroom-cleaning and laundry personnel will be scheduled to work tomorrow but only
75% of the workers should be asked to work the day after
Standing Schedule
• The function of scheduling workers in the housekeeping department is of great importance
• The manager must juggle several factors in order to protect the interests of the company, fulfil the individual needs of the workers and provide guest
satisfaction
• The 1st step in housekeeping scheduling is to prepare a matrix showing the scheduled consecutive days off for the guestroom -cleaning teams, laundry teams
and relief teams
• Once done, a similar matrix should be prepared for the 2 consecutive days off of the fixed and evening teams
Alternative Scheduling Methods
• Four-Day Work Week ( 10 hours shifts each single day )
• Part-Time Workers ( less than 40 hours per week )
• Flexible Work Hours ( Normally small properties )
• Job Sharing ( 2 or more worker to accomplish same job )
• Guestrooms Team Cleaning ( 2 or more housekeepers working together )
• Extended Time Off ( workers needed during peak seasons )
Checklist for housekeeping activities
• Daily
➢ Check reclamations and complaints
➢ Prepare work plan for cleaning staff, prepare room assignments
➢ Control cleaning and clearing activities
➢ Check emergency and exits lighting, check escape ways
➢ Inform reception about any issue ( items taken along: e
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towels, pictures, bathrobes, double occupation of single rooms, etc
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• Pre-quarter / Annually
Manage and monitor mattress rotation plan

BHH 1083 Page 11

➢
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Manage and monitor mattress rotation plan
Cleaning of box springs
Manage and monitor deep cleanings
Change beds / mattresses among frequently and less occupied rooms
Check rotation plans
Check and improve checklists
Check work instructions
Check and co-ordinate quality standards with other departments

BHH 1083 Page 12

Week 4: Housekeeping Management
26 January 2021

11:36 AM

Training, Scheduling, Motivating and Disciplining
Skills Training
• Management must do all it can offer employees the training they need in order to do their jobs well and satisfy the guests
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They are also us ed
to evaluate employee performance
• Job Lists
➢ A job list is a list of tasks which must be performed
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Tasks should be listed in an order that reflects
the logical sequence of daily responsibilities
• Job Breakdowns
➢ A job breakdown specifies how to perform each tasks
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Job breakdowns are especially important in evaluating the performance of the employees
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Moreover, it may mention the desired attitudes and safety tips
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• Performance Evaluation
➢ Performance evaluation identifies an employee's strengths and areas for improvement
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In order to serve as a performance standard, each item on the
job breakdown must be observable and measurable and most importantly should be able to answer by 'Yes' or 'No'
The Process of Developing Job Breakdowns
• List positions in the department
• Write a job list for each position
• Write performance standards for each task on the job list
• Supply additional information, when needed
The Four-Step Training Method
• The trainer's primary function is to communicate performance standards to employees
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These positions are generally managerial and administrati ve
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room attendants ( day and afternoon shift ), inspectors,
lobby attendants
Staffing Guide
• A staffing guide is a scheduling and control tool to determine the total labour hours, the number of employees and the estima ted labour expense needed to
operate the housekeeping department when the hotel is at specific occupancy levels
• Developing a Staffing Guide
➢ Step 1: Determine the productivity standard for the task that will be performed by the employee
▪ E
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Productivity standard to clean a guestroom is 30 minutes
➢ Step 2: Determine the total labour hours when the hotel is at specific occupancy level by using productivity standards
▪ E
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there are 250 rooms in the hotel, the occupancy is 90%
▪ 250 rooms * 0
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5 hours = 112
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5 hours
▪ 8 * 0
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In other words, the productivity standard for one inspector is: 0
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1 hours ( 6 minutes )
▪ Step 2: occupancy level is 90%
 225 * 0
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5 ~ 23 labour hours are needed to check 225 rooms
▪ Step 3: 225 / 80 = 2
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Motivation is the end result of meeting and satisfying the human needs of sense of worth, value and belonging to a n organization or department
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The purpose is not to punish the employee but to help the
employee correct his/her performance problems and become productive members of the organization
• Informal Counselling is designed to correct a problem without formal disciplinary measures
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The process of progressive discipline addresses undesirable behaviour and take strict measures for the repeated ones
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linens, uniforms,
guest loan items, some machines and equipment
• Non-recycled Inventories are those items that are consumed or used up during the course of routine housekeeping operations
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When quantities of a non-recycled items reach the
minimum level established for that item, supplies must be reordered to bring the inventory back to the maximum level

Managing Inventories
• In order to manage inventories:
➢ First: determine the inventory level for all types of items used in the hotel
➢ Second: control the inventory level of the items
▪ Develop standard policies and procedures that control the storage, issue and movement of items from the laundry and the main storeroom
▪ Take physical inventory of all items in use and in storage
▪ Maintain records
Managing Recycled Inventories
• Linens
➢ The executive housekeeper is responsible for the storage, issuing, use and replacement of three main types of linen inventories
▪ Bed - sheets, pillowcases, mattress pads or covers
▪ Bath - bath towels, hand towels, specialty towels, wash cloths, fabric bath mats
▪ Table - table cloths, napkins, banquet linens for F&B
➢ Establishing Par Levels for Linens
▪ When establishing linen par levels, the executive housekeeper needs to consider three things
 The Laundry cycle: three par of linens ( if the hotel change and launder linen daily ): one par - linens laundered, stored and ready for use today,
a second par - yesterday's linens which are laundered today, and a third par - linens to be stripped from the rooms today and laundered
tomorrow
 The replacement of worn, damaged, lost or stolen linen: a general rule of thumb is to store one full par of new linens as replacement stock
annually

BHH 1083 Page 14

annually
 The emergency situation such as power failure, equipment damage: one full par of linens in reserve for emergencies
▪ In summary, totally five par of linens should be maintained on an annual basis
➢ Controlling the Inventory of Linen
▪ Storage: laundered linens should rest in storage for at least 24 hours before being used in order to increase their life and give the opportunity for
wrinkles to smooth out
▪ Issuing: issuing procedures ensure that each floor linen closet is stocked with its par-amount at the start of each day
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They may be located in the: main linen room, guestrooms, floor linen
closets, room attendant carts, soiled linen bins or chutes, soiled linen in laundry, laundry storage shelves, mobile linen trucks or carts, made-up rollaway beds, cots, sofa beds, cribs
➢ Keeping records in the physical inventory of linens
▪ Linen count sheet: is used to the counts for every type of linen in each location
▪ Master inventory control chart: is used to records the totals on the linen count sheets
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are consumer or used in the course of routine housekeeping operations
Cleaning Supplies and Small Equipment Items
• Cleaning Supplies e
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all-purpose cleaners, disinfectants, germicides, bowl cleaners, window cleaners, metal polishes, furniture polishes, scrubbing pa ds
• Small equipment items e
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applicators, brooms, dust mops, wet mops, mop wringers, cleaning buckets, spray bottles, rubber gloves, protective eye c overing,
cleaning cloths and rags
Controlling the Inventory of Cleaning Supplies
• Storage, issuing and movement of cleaning supplies:
➢ Perpetual inventory of all cleaning supplies is used to provide a record of all materials requisitioned for supply closets
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When the perpetual record shows that on hand quantities for particular cleaning supplies have reached the minimum quantities ( the order point ), a
requisition for sufficient quantities can be placed to bring the quantities back up to the maximum levels
➢ Taking physical inventory of cleaning supplies: physical count of cleaning supplies should be made every month
▪ Previous physical inventory ( beginning inventory ) + monthly purchases - issues = ending inventory
▪ Ending inventory - expected amounts on hand = the loss
➢ Records that are used in physical inventory of cleaning supplies:
▪ Inventory record is used as a worksheet for taking the physical count of all cleaning supplies
▪ Form for calculating expected inventories is used to determine the expected inventory for each cleaning item
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The variance gives the loss
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In other words, one purchase
unit ( case ) of bath soap will be used up every five days
➢ Step 4: determine the minimum number of purchase units of soap that should always be in stock at any time
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So the minimum quantity is two
cases ( 1 case for safety stock level + 1 case for lead time = 2 cases ) In other words, the reorder point for soap is two cases
➢ Step 5: determine the maximum quantity of soap
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Maximum inventory =
the number of days it takes to use one purchase unit + the minimum quantity
▪ Example: soap order is done once a month, the amount of time between orders is 30 days
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Plus the minimum quantity of 2 cases; 6+2 = 8 cases; the maximum quantity for soap can be established as 8 cases
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On the basis of this data, 'cost per occupied room' can
be calculated to
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measure the ability of the executive housekeeper maintain the expected costs
➢ Occupancy Forecasts
▪ Which is developed by the front office and general manager, based on
1) Historical data about the past occupancies

2) Information supplied by the marketing department about the special events, advertising and promotions
• Step 2: Formulating initial plans
• Step 3: Reconsidering goals and objectives
• Step 4: Making final adjustments
Using the Operating Budget as a Control Tool
• Controlling expenses in the housekeeping department means comparing actual costs with budgeted amount and measuring the variances
• While doing this, be careful to check whether the forecasted occupancy levels were achieved or not e
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if the occupancy is lower than forecasted, decrease in
expenses must be expected proportionally
• Serious deviations from the budgeted plan needs investigations in e
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staff scheduling, supervision, efficiency and cost of product used etc
Income Statement
• Expresses the actual results of operations during an accounting period, identifying both revenues earned and expenses gained during that period
• Income statements that predict the results of current or future operations are called pro forma income statements
• The success of the department is measured by comparing the forecasted numbers on the budget with the actual numbers on the income statement
Differences between an Income Statement and an Operating Budget
• Income statement expresses the actual results of operations for a period that has ended, on the other hand, an operating budget expresses the expected
results of operations for a current and coming period
• Income statement is a report of what actually occurred, an operating budget is a forecast or plan for what will occur
• The operating budget is a prediction on what the income statement will show at the end of the period
The Hotel Income Statement 'Consolidated Statement'
• Provides financial information ( net income ) about the results of hotel operations for a given period, which may be a month or longer but not more than a
year, to evaluate the success of the operation
• The rooms division is seen on the hotel income statement as the hotel's major source of income, housekeeping within the rooms division creates the most of
the division's expenses so that play an important role in the hotel's overall financial performance
The Rooms Division Income Statement
• Has a more detailed information compared to the hotel's statement of income
• The departmental income statements' are called 'schedules'
• Departmental statements are referenced on the hotel's statement of income
Typical line items found on a Rooms Division Income Statement
• Revenue: from room sales
• Allowances: rebates, refunds, overcharges of revenue
• Net Revenue: Total Revenue - Allowances
• Expenses:
➢ Salaries and Wages: regular pay, overtime pay, vacation pay, severance pay, incentive pay, holiday pay, employee bonuses
➢ Employee Benefits: payroll taxes, payroll-related insurance expense, pension, etc
➢ Other Expenses: contract cleaning, laundry and dry cleaning, linen, operating supplies ( the cost of guest supplies, cleaning supplies, printing and
stationery ), uniforms, other expenses ( commissions expense, guest transportation, reservations )

In the Budget Planning Process
• The room's manager goal is to maximize the department's income by minimizing its expenses while enhancing the service level
• Every controllable cost can be expressed as a percentage of revenue
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Almost all expenses are directly dependent upon the number of occupied rooms
• The executive housekeeper can predict the expense levels for each category when he/she knows:
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The number of occupied rooms forecasted for each budget period
• The budgeting process is simply relating costs per occupied room to the forecasted occupancy levels
➢ Salaries and Wages:
▪ The staffing guide and the occupancy forecasts are used to determine the total labour hours cost for each job category
➢ Employee Benefits
▪ Human resources and accounting staff help to determine what levels of expense to budget for the employee benefits e
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charges for the cost of
holiday or vacation pay, employee meals, payroll taxes, medical expenses or insurance, pensions, staff parties etc
➢ Outside Services:
▪ Contract or past invoices can be used to budget the cost of outside contractors for cleaning projects or dry cleaning or laundry
➢ In-House Laundry:
▪ The cost of operating the hotel's on-premises laundry is directly related to the volume of soiled items to be processed, in other words, the
occupancy level
➢ Linens:
▪ Replacement cost for new linens is an expense which can be determined with the help of monthly physical inventories
➢ Operating Supplies:
▪ Includes non-recycled inventory items, such as guest supplies and amenities, cleaning supplies, and small equipment items
➢ Uniforms:
▪ Includes the cost of new and replacement uniforms, the cost of washing or dry cleaning uniforms and the cost of repairing damaged uniforms
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training in the proper use of cleaning supplies can improve usage rates, and lower the
cost of cleaning supplies per occupied room
➢ Efficient purchasing
▪ Ensures that the hotel's money is well spent and the maximum value is received from products

Capital Budgets
• Costs for more inventoried items appear in the operating budget as expenses against the revenue generated over the same period, however, costs for
machines and equipment are planned as part of capital budgets since they have relatively high costs which require capital investments by the hotel
• Capital budgets are prepared annually
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Potentially hazardous chemicals are used to
kill insects and rodents or unstop clogs in toilets
 Continual training in chemical safety is necessary
Job Safety Analysis
• Job Safety Analysis is a detailed report that lists every job function performed by all employees in a housekeeping department with safety tips and potential
hazards being cited
• The analysis should be produced in booklet form and used in training
• Housekeeping managers should demonstrate and explain each task when training

Safety Training
• Begins the first day of the job with an orientation about safety rules and regulations
• Should include the presentation of the hotel's safety philosophy during orientation
• Does not end at orientation
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Suspicious people are those checking doors, knocking on doors,
or looking nervous
➢ Approach the person looking suspicious politely
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If the person says that he is not a guest, then
explain the hotel policy and direct the guest to the front desk
➢ Employees who are not in their designated area should be asked if they need help
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Searches often include stairways, closets, ashtrays, trash
containers, elevators, exit areas, window sills
➢ If a suspicious looking object is found, it should not be touched or moved, notify the person in charge of the search team
➢ Avoid using radios, walkie-talkies, or beepers
➢ The safety and security manual should include evacuation plans
➢ The local police should be notified of all bomb threats
• Fire
➢ Are grouped into four
▪ Class A: wood and paper products
▪ Class B: flammable liquid, grease, and gasoline
▪ Class C: electrical
▪ Class D: combustible metals
➢ In the lodging industry, electrical malfunction and arson are the two most common causes of fire
▪ Installing fire detection systems - smoke detectors, suppression systems ( sprinklers ), alarms ( pull stations )
▪ Fire safety training - in evacuating the building, reporting fire, emergency escape procedures and duties, escaping from a smoke-filled room, putting
out a small fire ( fire extinguishers, type ABC )
▪ Using fire-resistant fabrics and materials
• Key Control
➢ Housekeeping is concerned with emergency ( open all doors even those have double locked ), master ( three levels - the highest level is the grand
master opens every hotel room and Housekeeping storage room, the next level is the section master opens rooms in one area, the lowest level is the
floor key opens the rooms on the allocated floor and storeroom ), storeroom and guestroom keys
▪ Key control procedures
1) Log book for keys
2) Key belts, wrist bands or neck chains for keeping keys
3) Should never be loaned or

4) Left on the cart or
5) Used to open a room for a guest
6) Card key systems
• Lost and Found
➢ Handled by housekeeping
➢ Should be stored in a secure area
➢ Items should be tagged ( with number ), logged ( to record the date, time, place, person ), secured ( keep at least 90 days, donate unclaimed items )
• Guestroom Cleaning
➢ Room attendants should
▪ Not open guest luggage or packages
▪ Be careful when removing linens, dusting the top of closets and under lamps, since guests sometimes hide valuable belongings
▪ Immediately notify the Housekeeping, Security or Front Office if any of the following items are noticed
 Guns / weapons
 Drugs
 Cooking / unsafe electrical appliances
 Foul odours
 Pets
 Ill guests
 Large amount of cash or valuable jewellery
▪ Keep the door open and the cart rolled in front of the entrance to block access from outside, when cleaning guestrooms
▪ Politely ask the guest name and see the room key, if a guest wants to enter the room while the attendant is cleaning
▪ Never leave a room unattended with the door open
▪ After cleaning the room, check all windows and sliding doors whether they are locked, check the guestroom as well to see that it is locked

BHH 1083 Page 20

Week 6: Housekeeping Management
08 February 2021

09:44 PM

Hygiene
Hygiene
• The consideration of infection control and the development of a hygiene policy should be an important part of the housekeepin g department
• The first step in infection control plan is
➢ To identify areas of potential risk
➢ To examine the infection cycle
▪ The infection cycle consists of
 A source
 A link or intermediate
 A potential victim
▪ The aim is
 To break the link to prevent the occurrence of infection
 To remove the source
 To prevent a source to be born
➢ To consider control measures
Sources and Carriers of Infection
• Sources
➢ Food infected at the source vermin, pets and animals
➢ Human beings ( who may carry a germ even unknowingly, may be suffering from an infection, may have an open or infected wound or may the carriers
of AIDS and Hepatitis B )
• Carriers
➢ Food contaminated during preparation
➢ Human pick up injection on hands or feet
➢ Clothing and bedding
➢ Towels
➢ Soap
➢ Surfaces contaminated by hand, blood, vomit
➢ Air
➢ Water ( showers, e
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Legionnaires' disease )
The Role of Cleaning
• Effective cleaning is helpful in breaking the infection cycle
• On the other hand, the following increase the infection risk by increasing bacteria levels or becoming the source or the lin k infection cycle
➢ Infrequent cleaning
➢ Use of unhygienic methods
➢ Use of contaminated equipment and cleaning solutions
➢ Contaminated staff
Spread of Infection
• Infection can be spread through the cleaning process in the following ways:
➢ Use of dirty or contaminated mops, dusters, buckets, floor machines
➢ Dirty or contaminated water
➢ Inefficient filters on suction ( vacuum ) cleaners blowing contaminated air back into the atmosphere
➢ Dry cleaning methods which scatter dust as sweeping, dry mopping, dry dusting
➢ Dirty or contaminated towels
➢ Poor waste disposal methods e
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uncovered containers
➢ Empty suction cleaners, waste bins carelessly so rescattering dust
➢ Transferring equipment from one end to another
• Infection can also be spread through domestic or housekeeping personnel
➢ Through lack of personal hygiene e
...
no washing hands after using the toilet
➢ Not washing hands after completing a 'dirty' task
➢ On personal clothing
➢ On uniforms and protective clothing
➢ If suffering from coughs, colds, infections, skin lesions
➢ Washing hands in sink over crockery
➢ Smoking, scratching and other 'bad' habits
Chemical Disinfectants
• Disinfection may be achieved by:
➢ The use of heat, which is the most reliable method but is limited in cleaning except in laundry and dish washing
➢ Chemical disinfectants, which are dangerous to the user and the surface, that is why, they must be used correctly
▪ For the intended purpose
▪ At the correct dilution rate
▪ For the specified length of time
▪ Generally after cleaning
▪ Freshly used
▪ Never mix with soaps or detergents as both agents may be neutralised
Waste Collection
• In order to have a satisfactory collection and disposal system
a
...
g
...
Arrange different coloured and types of containers for different types of waste
c
...
Consider to have adequate provision of receptacles in sanitary areas
Legionella Pneumophila

BHH 1083 Page 21

Legionella Pneumophila
• Is a kind of illness caused by bacteria
• First reported in 1976 at the Bellevue-Stratford Hotel in Philadelphia where 34 people died
...
Moreover, reported in Tur key in Festival Hotel in Istanbul
in 1997
• Symptoms consist of fever, chills, headache, muscular aches and pains
...
Occasionally damage liver and kidneys
...
This includes:
➢ Cooling towers
➢ Evaporative condensers
➢ Air conditioning units
➢ Potable water supplies
➢ Creek mud, lakes and streams
• Places that contain high moisture level ( e
...
Shower heads, shower curtains, filters in air conditioning system ) helps the Legionella Pneumophila to multiple
rapidly and then it transport via the air
• As managers, in order to secure our property, we should
➢ Check the locations of our amplifying units ( e
...
water cooling towers ) and try to make that they are not located in a position that makes it possible for
the fluent air from the amplifier to become a part of the make up air for the building
➢ A good filtration system for the incoming air would also help in preventing the Legionella before they enter the building's air distribution system
throughout the building
➢ Periodically check the amplifying units and use the recommended chemical treatments
➢ Frequently clean the shower heads, shower curtains, and filters in air conditioning systems

BHH 1083 Page 22

Week 8: Housekeeping Management
09 February 2021

10:31 AM

Managing an On-Premise Laundry
Responsibilities of the Executives Housekeeping and Laundry Manager in OPL Management
• Preventing resoiling of clean linens
• Extending the life of linens
• Keeping OPL efficient and cost-effective
Planning the OPL
• While planning the OPL, consider
➢ The design of the OPL to handle maximum output for peak business periods
▪ Outputs is measured in pounds
...
5 million
pounds, large is 8000-18000 and process 8
...
Collecting soiled linens: never use linen for any cleaning purposes
b
...
Sorting:
▪ Degree of soiling ( lightly, moderately and heavily soiled )
▪ By the type of linen ( fibers, weaves, colours and categories ): important for the right temperature and formulas
d
...
5-3 min ): dissolve and dilute water-soluble soil to reduce soil load
2) Break ( 4-10 min, optional ): a high-alkaline break products is added to loosen soil
3) Suds ( 5-8 min ): actual wash cycle with detergent
4) Carryover suds or intermediate rinse ( 2-5 min ): removes soil and alkalinity to help bleach
5) Bleach ( 5-8 min ): kills bacteria, whitens fabric, removes stains
6) Rinse ( 1
...
5-2 min, optional ): high-sped spin removes detergent and soil, after the first rinse step
...
Starching / sizing
replaces the sour / softener step
9) Extract ( 2-12 min ) high speed spin removes moisture, length of it depends on fabric types, extractor capacity and extractor speed
▪ Chemicals: a laundry's chemical needs depend on
1) The types of linen it uses
2) The soiling conditions encountered
▪ Commercial OPL uses more alkali to enhance the detergent's cleaning power
...
Other chemicals must be added to help it clean better
 Detergents:
a) Synthetic detergents effective on oil and grease
b) Builders or alkalies are added to 'a' to soften water and remove oil and grease
c) Soaps - neutral or pure soaps contain no alkalies, built soaps do
 Fabric ( optical ) brighteners: keep fabrics looking new and colours close to original, often pre-mixed with detergents
 Bleaches: help remove stains, kill bacteria and whiten fabric
...
Oxygen ( is milder ), safe for most washable fabrics, works best is hot water and on organic stains
...
A bleach's pH ( degree of acidity or alkalinity ) andwater temperature
must be controlled to prevent fabric damage
 Alkalies: help detergent lather better and keep stains suspended in the water after they been loosened and lifted from the fabric
...
These microorganisms can cause permanent stains that ruin
linens
...
Detergents and bleaches contain alkali and any residual alkali can
damage fibers and cause yellowing / fading, and skin irritation and leave odours
 Fabric softeners: make fabrics more supple and easier to finish, added with sours in the final wash, can reduce ironing, speed up extraction,reduce
drying time, reduce static electricity in fabric
...
Extracting: removes excess moisture through high-speed spin, reduces the weight of the laundry, makes it easy to lift, reduces drying time
f
...
Folding: time consuming when done manually; inspect the linen and reject stained, and torn items
h
...
Transferring linens to use areas: via clean carts
Machines and Equipment
• The choice of OPL machines and equipment is important for the success of the operation
• Bad choice of OPL machines and equipment result in
➢ Damaged linens
➢ Unsatisfactory cleaning performance
➢ Excessive energy and water costs
➢ Increased maintenance costs
➢ Higher linen and equipment costs
Types of Equipment OPL
• Washing Machines
➢ Sized by capacity ( vary from 25 to 1200 pound capacities )
➢ There are 'tunnel washers' with separate chambers
➢ Newest machines have automatic detergent and solution dispensing capabilities; older machines have manual dispensers
➢ Microprocessors; regulate water temperature, ease and flexibility in programming
➢ Re-use water, save energy, sewage, water and chemical costs
➢ Most has extraction capabilities; to remove excess water
• Drying Machines
➢ Remove moisture by tumbling in a rotating cylinder through heated air passes
...
A steam cabinet is a box in which items are hung and steamed to remove
wrinkles
...
Can be handled in two ways
➢ Contract outside laundry or dry cleaning operation
➢ Have its own valet service equipment and staff
➢ Can be either same-day or over-night service
Advantages of On-Premises Valet Service
• Often quicker
• Promotes more goodwill with guests
• Allow the OPL to handle employee uniforms
• Generates revenue
Staffing Considerations
• To efficiently schedule the laundry staff, executive Housekeeper or laundry manager must:
➢ Be able to forecast the hotel's daily linen needs for three or four weeks in advance by
▪ Reviewing the past records and determining the average number of pounds of linen used per occupied room and pre dining room cover
Obtaining occupancy forecasts from Front Office and cover forecasts from F&B + should include special events that will affect the hotel's linen needs

BHH 1083 Page 24

▪ Obtaining occupancy forecasts from Front Office and cover forecasts from F&B + should include special events that will affect the hotel's linen needs
 Total number of pounds of linen that the laundry will have to process the next day = the number of expected occupants ( covers ) x the average
number of pounds of linen used per occupied room ( or cover )
➢ Be able to determine how many workers it will take to handle the load by paying attention to
▪ Productivity records
▪ Minimum / maximum staff levels
▪ 2 or 3 equally staffed shifts
Other Staffing Considerations
• Cross training
➢ Allows every personnel do all the kinds of tasks in the laundry so that the operation is more flexible in emergencies e
...
illness
• When to schedule shifts
➢ If the laundry is located at the ground floor, it should not operate at night
• Shift staggerin

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