HOUSEKEEPING NOTES

SEMESTER-1

2018-19
PIHM PEOPLES UNIVERSITY
INTRODUCTION TO HOUSEKEEPING

The basic concept of housekeeping has started from keeping of a domestic house clean
and has gradually come to maintaining high standard of cleanliness and maintenance of
commercial levels, besides the housekeeping should also contributes to the saving in
costs of labour, cleaning material and equipment.

Housekeeping is an important and integral part of the guest experience and satisfaction.
The impact of the housekeeping function on the success of a hotel’s operations cannot
be underestimated, since large revenue for hotel industry is generated mainly from the
sale of rooms. The housekeeping is the department of a hotel charged with cleaning and
maintaining rooms and public spaces. From the time a guest checks-in in a hotel till he
checks out, it is the housekeeping department which takes care of the guest by making
his / her stay pleasant and comfortable.

In general, the housekeeping crew is responsible for the daily cleaning of public rooms
(lobbies, corridors, meeting rooms), private bedrooms and public washrooms. In
addition, it handles the laundering of linens and in some instances, guest laundry.
Housekeeping also performs a minor security function by providing a “first alert” to
potential guest problems while staff undertake daily guest bedroom cleaning.

ROLE OF HOUSE KEEPING

The role of housekeeping is to keep a clean, comfortable and safe house. The house
keeping department in a hotel is responsible for the cleanliness, maintenance and
aesthetic upkeep of the hotel. The house keeping department takes pride in keeping the
hotel clean and comfortable so as to create a home away from home.

A hotel survives the sale of rooms, food and beverage and other minor operation services
such as laundry, health club, etc. It is responsible for supply of liner and uniforms to
various other depts. and to the rooms.

It is the responsibility of housekeeping personal to offer it within the budget if not it

reveals the inefficient mgt and operations.
What is housekeeping?

Housekeeping in simple words means maintaining a house on a daily or long term basis
or looking after its cleanliness, unkeep and smooth running, at the same time check all
the fixtures like taps, geysers, electric wiring, bulbs, tubes, fans, plug point are in good
working conditions.

DEFINITION OF HOUSEKEEPING

Definition 1

“ Housekeeping is a process of keeping a place clean, beautiful and well

maintained so that it looks and feels pleasant inviting to all, either living,
visiting or working there,.”

Definition 2

“It is a provision of providing safe, comfortable and aesthetically appealing

environment to the guest”

IMPORTANCE OF HOUSEKEEPING

1) Comfort: It is the duty of the housekeeping department to ensure comfort and a

welcoming atmosphere to the guests as well as strive to extend courteous, reliable and
satisfactory service from staffs of all departments.

2) Cleanliness and Hygiene: A high standard of cleanliness and general upkeep in all
areas. Clean and well maintained areas and equipments create a favorable impression
on the guest.

Hygiene is maintained especially in the wash rooms, toilets, pool changing room, health
club, etc

3) Privacy: Housekeeping staffs ensure the privacy of the guests and they should be
trained with proper procedures to enter the room.

4) Safety and Security: The housekeeping department staffs should ensure the safety
and security of the guests with the help of security services.

5) Décor: This work is an art and the housekeeping staff is mainly responsible for
creating a pleasant atmosphere.
FUNCTIONS OF HOUSEKEEPING

The main functions of housekeeping are overall cleanliness, bed making, ensuring
maintenance of the building and its infrastructure, laundry, linen management, key
control, pest control, safety and security of the guests as well as the infrastructure and
interior decoration. All this ensure the ambience and promotes a congenial environment.

The basic function of the housekeeping is explained briefly:

1. Cleaning Rooms and Public Areas:

Apart from cleaning the guest rooms, housekeeping department is also responsible for
cleaning floor, terraces, elevators, elevator lobbies, corridors of guest floors, floor linen
closets, mop and janitor’s closets, service lobbies and service stairways, function rooms,
shopping arcade, cabanas, bars, dining rooms, offices, uniform rooms, tailor rooms,
upholstery, shops, store rooms and swimming pools.

2. Bed Making:

Bed making is a skill that requires to be developed by the housekeeper, as it not only
provides comfort to the guest, but also adds to the pleasant ambience of a guest’s room.

3. Linen Management:

This involves all functions from purchase of linen to laundering, storage, supplies and to
condemnation. In a hotel different types of clothes and linen are used such as the bed
sheets, pillow covers, napkins, towels, hand towels, table covers, curtains, cushion
covers etc.

Laundry Services:

The relationship between the housekeeping and laundry is significant for the smooth
functioning of housekeeping services.

4. Pest Control:

Pest Control is another major job of the Housekeeping Department. It speaks badly of
a hotel where one sees rats, cockroaches, and lizards running around. Therefore, pest
control is one of the primary responsibility of the housekeeping department.

5. Key Control:

The room keys have to be handled efficiently and safely before and after letting the
room.
6. Safety and Security:

If the guests and staff always fear for their safety and the safety of their belongings, the
atmosphere will be very tense. Hence the housekeeping department staff should be
aware of ways to protect himself and others, especially the guests around him and the
property of the hotel from accidents and theft.

7. Interior Decoration:

These arts and crafts have to be well maintained by the housekeeping department.
Decorating flowers is a creative and stimulating art which often carries a message or
theme. Flowers and indoor plants add colour and beauty to a room.

8. Room Maintenance: Good housekeeping department is just as responsible for the

hotel's maintenance as an engineering department.

Areas under the purview of housekeeping department

Every house, whether private, like yours, or commercial like offices, shops, hotels, hospitals, clubs, etc.,
needs to be kept clean and tidy and spotless so that it looks inviting to all. This is where housekeeping
comes in. Cleaning and maintenance services can be spotted very easily anywhere.
The Housekeeping department is responsible for cleanliness, maintenance and general upkeep of the
hotel so as to create a “home away from home”. Role of the housekeeping department is to keep clean,
comfortable, safe & welcoming surroundings that offer value for money. The Housekeeping should also
contribute to the saving in costs of labor, cleaning material and equipment, furnishings and the like in
every type of establishment.
The Housekeeper is the only departmental head who has access to every department. The only
departmental head who maintains regular relation with other departmental head and obtains an overview
of the entire operation.
The hygiene of housekeeping is essential. One can clean by dirty methods, but in our courses we have to
stress and demonstrate clean and correct method. The hygiene factor must always be present.

Areas of Housekeeping Department can be further divided into two parts as follows

A. Front of the house areas.

B. Back of the house areas
 Table 1.3 Fronts and Back Areas of Hotel

Front of the House areas Back of the House areas

i) Guestrooms i) Management offices

ii) Corridors ii) Storage areas

iii) Lobbies & public restrooms iii) Linen & sewing rooms

iv) Pool and patio areas iv) Laundry room

v) Meeting rooms v) Employee locker rooms

vi) Dining rooms/restaurants vi) Administrative offices

vii) Banquets Halls vii) Cloakrooms

viii) Convention Halls viii) Maid’s service room

ix) Hotel-operated shops

x) Recreation rooms (Games rooms)

xi) Gymnasium rooms

xii) Building exterior

xiii) Landscaping & gardens

In commercial establishments, the housekeeping services are done by a team of specialized people
according to different areas. Here is a detailed list of areas which need housekeeping.
i) Rooms and corridors: - ceiling and wall paint, wall paper, fans, air-conditioners, electrical switches
and sockets, wiring, windows, doors, glass panes, bed, bed-making, carpets, locks, keys, etc.

ii) Toilets: - taps, sinks, water closet, geysers, water supply, electrical sockets and switches, supply of
towels, toilet paper, toiletries (soap, shampoo, etc.)

iii) Linen: - linen (table napkin, tablecloth) towels, bed sheets, bed covers, blankets, garments of guests,
staff uniforms, etc

iv) Furniture and furnishings: - furniture, curtains, table lamps, tube lights, chandeliers, bulbs, sofas,
dining tables and chairs, etc.

v) Gardens: - Plants, pots, lawn (grass), flowers, trees, bushes, hedges, etc.

vi) Public areas: - stair case, corridors, lobby, conference/ seminar room, waiting halls, recreation room,
parking area, clubs, swimming pool, offices, common toilets etc.
DUTIES AND RESPONSIBILITIES OF HOUSEKEEPING STAFF:-

1)Executive Housekeeper/Director of Housekeeping:-

1. The executive housekeeper reports to the General Manager or the Resident

Manager or the rooms division manager. He/she is responsible for the overall
cleanliness and aesthetic upkeep of the hotel. His/her duties are:-
2. Organize, supervise and coordinate the work of housekeeping staff on day- to day
basis.
3. Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for
hotel guests.
4. Prepare duty rosters and supervise the discipline and conduct of her staff.
5. Ensure proper communication within the department by conducting regular
meeting with the staff.
6. Recruit new employees and train them for the housekeeping jobs.
7. Counsel and motivate employees on various duties.
8. Establish and maintain standard operating procedures for cleaning and develop
new procedures to increase efficiency of labor and product use.
9. Search and test new techniques and products in the market.
10. Maintain regular inventory and checking of furniture, linen, uniform, equipments
in the hotel.
11. Evaluate employee performance for promotions and transfers.
12. Approval of supply requisitions for the housekeeping and to maintain minimum
stock and cost control procedures for all materials.
13. Check the reports, files, registers maintained in the department.
14. Provide budget to the management and control of budgets

2) Deputy Housekeeper
The deputy housekeeper reports to the executive housekeeper. His/her duties
are:-

1. Check and ensure that all guestrooms, public areas, back of the house areas are
clean and well maintained.
2. Inspect the work done by contractors- pest control, launry, window cleaning,
etc.
3. Prepare staff schedules and duty rotas.
4. Check periodical stocktaking and maintaining of stock records for linen, uniform,
equipment.
5. Provide necessary information to assist executive housekeeper in staff
evaluation, disciplining, termination and promotion.
6. Develop and implement training programs within the department in consultation
with the executive housekeeper.
7. Assist executive housekeeper in forecasting and budgeting for operating and
capital expenditure.
8. Take charge of housekeeping department in absence of executive housekeeper.

3) Assistant Housekeeper/Housekeeping Manager:-

The assistant housekeeper reports to the executive housekeeper. In large

hotels, where an deputy housekeeper exists, assistant housekeeper reports to
deputy housekeeper. In large hotels the responsibilities of floors, public area
are divided among assistant housekeepers. In the absence of deputy
housekeeper, all the above mentioned duties and responsibilities are taken
over by the assistant housekeeper. His/her duties are:-

1. Be responsible for efficient and orderly management of cleaning, servicing and

repairing of guest rooms.
2. Be responsible for hotel linen and check its movement and distribution to room
attendants.
3. Keep an inventory of all housekeeping supplies and check it regularly.
4. Provide front office list of ready rooms for allotment to guests.
5. Organize flower arrangements
6. Arrange training of staff within the department
7. Update records/ files/ registers etc.
8. Compile the maids roster.
9. Check the VIP and OOO rooms
4) Floor supervisor/Floor Housekeeper:-

The floor supervisor reports to the assistant housekeeper. They are

responsible for the final condition of the guestrooms on the floors allocated to
them. His/her duties are:-

1. Issue floor keys to room attendants

2. Supervise cleaning on the allotted floors and areas- including guestrooms,
corridors, staircases, floor pantries of the allotted floors
3. Inspection of cleaning in rooms and coordination of the work in fllors
4. Supervise handling of soiled linen to laundry and requisitioning of fresh ones
from housekeeping
5. Report maintenance work on the floor
6. Supervise spring cleaning.
7. Coordinate with room service for tray clearance.
8. Maintain par stock for the respective floors.
9. Facilitate provision of extra services to guests such as baby sitters, hot water
bottles, other guest requests.
10. Report any safety or security hazard to the security department.
11. Check on scanty baggage
12. Prepare housekeeping status reports.
13. Inform the front office about ready rooms
14. Ensure services offered to VIPs are of highest standards.

5) Public Area Supervisor:-

The public area supervisor reports to the assistant housekeeper. He/ she is
responsible for cleaning and inspection of the front of the house areas such as
entrance, lobby, guest corridors and so on. His/her duties are:-

1. Ensure that all public areas and other functional areas are kept clean at all
times.
 2. Ensure all maintenance jobs are attended in coordination with the maintenance
department.
3. Ensure all flower arrangements are placed in appropriate places in public areas.
4. Ensure banquet halls and conference halls are kept ready for functions and
conferences.

6) Night Supervisor:-

The night supervisor reports to the assistant housekeeper. He supervises all

night staff engaged in the cleaning of public areas and guestrooms in hotel.
His/her duties are:-

1. Ensure all public areas are thoroughly cleaned at night when the traffic is low.
2. Plan order of work and direct staff accordingly.
3. Ensure submission of room attendants reports and room status reports.
4. Provide guest supplies and attend guest requests in the night like providing
water bottles, extra beds, towels etc.
5. Report safety and security hazards.

7) Linen Room Supervisor/ Linen Keeper:-

The linen room supervisor reports to assistant housekeeper. His/her duties

are:-

1. Responsible for entire hotels linen.

2. Send dirty linen from laundry after checking.
3. Check laundered linen before giving it for ironing.
4. Provide linen to the various departments
5. Maintain register of linen movements and check linen regularly
6. Supervise ironing and laundering of linen of the hotel
7. Supervise work of linen room attendants and tailors
8. Make suggestions related to replacement purchases and give requirements of
linen to executive housekeepers.
8) Uniform Room Supervisor:-

The uniform room supervisor reports to the assistant housekeeper. He/ she is
responsible for maintenance of hotel staff uniforms. His/her duties are:-

1. Responsible for providing clean, serviceable uniforms to the staff.

2. Keep an inventory control of various uniforms in various stages of use
3. Set budget for procurement of uniforms and materials required for uniform

9) Linen Room attendant/ Linen Room Maid:-

Linen room attendants report to linen room supervisor. His/her duties are:-

1. Stacking sheets, pillowcases, towels, tablecloths, napkins in different stacks.

2. Issue clean linen on clean- for- soiled basis.
3. Place soiled linen in containers and send these to laundry.
4. Examine and count each linen item when send to laundry and again on return.
5. Send torn articles to seamstress for repair.
6. Maintain proper records of discards and deermine percentage of discards.

10) Uniform Room attendant:-

A uniform room attendant reports to uniform room supervisor. His/her duties

are:-

1. Issue clean uniforms while receiving soiled ones

2. Send soiled uniforms for laundering.
3. Send torn uniforms to seamstress for mending.
4. Keep count of uniforms.
5. Shelve laundered uniforms after verifying types of articles.
6. Count and record linen.
11) Storekeeper:-

A storekeeper reports to senior floor or linen room supervisor. His/her duties

are:-

1. Control the stock of equipment.

2. Issue equipment and cleaning materials as per demand.
3. Prepare requisitions for materials required.
4. Coordinate with purchase department for procurement of approved materials.

12) Desk Control Supervisor:-

The control desk supervisor reports to the assistant housekeeper. It is the

nerve centre of housekeeping department and is manned 24 hours a day.
His/her duties are:-

1. Coordination with front office for information on departure rooms and handing of
clean rooms.
2. Receive complaints on maintenance and housekeeping.
3. Maintain registers kept at control desk.
4. Receive special requests from guests.
5. Maintain latest reports regarding room occupancy, VIPs, status of rooms etc.
6. Delegation of work to attendants and supervisors.
7. Attend to phone calls received at control desk
8. Responsible for issuing guestroom keys and maintaining key register

13) Guest room attendant/ Room maids/ Chamber maids/GRA:-

Guest room attendant(GRA) report to the floor supervisor. His/her duties

are:-

1. Cleans the rooms

2. Change guestroom and bathroom linen.
 3. Make guest room beds.
4. Replenish guest supplies.
5. Answer guest requests promptly on the floor.
6. Responsible for collecting guest laundry.
7. Servicing of rooms in the evening( turndown service) and also provide second
service.
8. Handover lost and found articles if any found in the room
9. Replenish maids cart with supplies for the next shift
10. Arrange and stock the pantry with linen and supplies.

14) Head House person:-

He /she reports to the public area supervisor. His/her duties are:-

1. Supervises work allotted to the housemen in public areas.

2. Supervise work of people who clean carpets, wall washers, window washers.
3. Supervise work of chandelier cleaners, vaccum cleaning machine operators

15) House persons:-

They report to the head house persons or the public area supervisor. His/her
duties are:-

1. Shift furniture in public areas.

2. Clear the garbages
3. Polish all brassware in public areas
4. Clean all doors, windows and ventilators.
5. Clean fire fighting equipments.
6. Clean the shafts and terraces.
7. Clean chandeliers, draperies and other hard to reach areas in public areas.

16) Tailors, seamstress and upholsterers:-

They report to the Linen Room Supervisor. His/her duties are:-

1. Mending and stitching uniforms, linen, upholstery etc.

2. Alteration of uniforms if required.
3. Refurnish all damaged upholstery.
4. Repair guest clothes if required.
5. Calculate materials required for uniforms and upholstery and purchase
accordingly.

17) Horticulturist:-

Many large hotels have their own horticulturist, who report to assistant
housekeeper. He / she leads a team of gardener 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 hotel.

18) Head Gardener:-

He reports to the horticulturist and maintains landscaped areas and gardens

in the hotel. His/her duties are:-

1. Brief, schedule, allot duties

2. Purchase plant seeds, plantings
3. Purchase and supervise usage of manure and fertilizers.
4. Maintain watering schedules of plants and attend problems regarding watering
schedules.
5. Maintain and prepare indoor plants for the hotel.
6. Supervise and maintaining the lawns.
7. Ensure gardeners are handling equipments and tools efficiently.

19) Gardeners:-

Gardeners report to the head gardener or the horticulturist. They keep

landscaped areas, lawns and gardens clean and aesthetically beautiful.
His/her duties are:-

1. Dig landscaped areas and maintain them.

2. Plant saplings and seeds
3. Water gardens as per schedules.
 4. Maintain plant nursery and green house.
5. Prepare potted flowers and potted plants.

20) Florist:-

Florists employ their own florist. Providing attractive flower arrangements for
the entire hotel is their responsibility. They report to the horticulturist .
His/her duties are:-

1. Collect fresh flowers from gardeners every day.

2. Purchase flowers from dealers
3. Prepare different flower arrangements for different areas- lobbies, front office,
restaurants, guestrooms, banquet halls etc.
4. Treat cut flowers so that they last longer.
5. Maintain flower arrangements by changing water, etc .
6. Responsible for flower arranging equipments and equipments, accessories etc.
7. Train the assistant florist.

21) Laundry Manager:-

He/she is in charge of the laundry and Laundry Manager reports to the

Director of housekeeping. He/she is responsible for entire functioning of
laundry and dry cleaning unit. He /she should have good knowledge of fabrics
and chemicals and laundry machines.

22) Laundry Supervisor:-

He/she is in charge of the functioning of the laundry in the absence of laundry

manager. He must have the knowledge of all the aspects of the laundry
equipment, chemicals and fabrics.

23) Dry cleaner and washers:-

He/ she is in charge of dry cleaning of the hotel linen and guest clothing and
washer does the laundering of the linen, uniforms and guest clothing.
24) Laundry workers:-

They are the staff of laundry who perform following duties;-

1. Spot stained fabrics before loading them into washing machines.

2. Load soiled linen into washing machines, feed in the right amount of detergent
and other laundering chemicals.
3. Load washed linen into dryers.
4. Clean equipments after use.
5. Sort soiled linen according to fabric types, colors, degree of soiling.
6. Transport soiled linen from linen room to laundry and fresh linen from laundry to
linen room.

25) Valet/ Runners:-

“Valet service” means that they take care of guest laundry. They report to the
linen room supervisor. They are responsible for collecting soiled guest laundry
and delivering fresh guest laundry

OBJECTIVES OF HOUSEKEEPING
Organizational Structure

The organizational structure of a housekeeping department---whether in a small,

medium, or large hotel--- is depicted using in organization chart.

An organization chart is a schematic representation of the relationships between

positions within an establishment, showing where each position fits into the overall
organization and illustrating the divisions of responsibility and lines of authority.

The housekeeping department in a hotel is headed by the executive housekeeper.

He/she reports to the general manager, or to the resident manager, or the rooms division
manager in a large hotel.

In the case of a chain of hotels, the executive housekeeper also reports to the director
of housekeeping, who heads the housekeeping departments in all the hotels of that
chain.

The deputy housekeeper assists the executive housekeeper and, depending on the size
of the property, there can also be assistant housekeepers who look after the various
areas of responsibility in the hotel, that is, floors, public areas, the linen room, and desk
control.

Organization Chart/Hierarchy of a housekeeping department in a small hotel

Organization Chart/Hierarchy of a housekeeping department in a medium-sized
hotel

Organization Chart/Hierarchy of a housekeeping department in a Large hotel

(Chain hotels)
Organization Chart/Hierarchy of a housekeeping department in a Large hotel
Layout of Housekeeping Department

The layout of the housekeeping department is the physical demarcation of areas in the
department.
When the layout is well-planned, it enables the smooth functioning of the department.
The layout is dependent on the size of the hotel as well as physical space restrictions.
Normally, the layout is decided by the executive housekeeper, at the facility planning
stage in setting up the hotel.

The following factors are taken into consideration when deciding on the area
and layout:

i) Total number of guestrooms

ii) Number of function rooms and number of food-and-beverage outlets
iii) Amount of manpower required
iv) Volume of business anticipated
v) Number of jobs contracted out.
vi) Flow of traffic (people and equipment)

The following areas constitute the layout of a housekeeping department:

1. Executive housekeeper’s cabin

2. Secretary’s cabin
3. Desk Control Room
4. Lost and found Section
5. Housekeeping Stores
6. Florist’s room
7. Linen and Uniform room
8. Linen Store
9. Sewing room
10. Floor Pantry/Maid’s service room
Layout of a housekeeping department in a large hotel

Floor Pantry/Maid’s Service Room

Though not attached to the department physically, floor pantries are very much a part
of housekeeping department.
These are located on each guest floor to keep a stock of linen, guest supplies, and maid’s
cart and cleaning supplies for that particular floor.
A floor pantry stores a complete set of linen for the whole floor over and above what is
already in circulation in the rooms.
The floor pantries should be tucked away from guest’s view and should be situated near
the service elevators.
It should store all housekeeping items so that the housekeeping staff does not have to
keep going back to the housekeeping department or linen room for any item.
It should have shelves and cupboards for linen and supplies, and sufficient area to park
a room maid’s cart.
It should have a sink with water supply.
Since the floor pantry is used to stock expensive items such as linen, it should remain
locked at all times when not in use.
The key to the floor pantry is kept by the GRA of that floor and a duplicate is kept with
the floor supervisor.
The following should be provided in a floor pantry:

• Cupboards to store guest supplies, cleaning agents and equipment.

• Shelves and racks to store fresh room linen.
 • Linen trolleys to store fresh and soiled linen and for transporting/dispatching the
same to the linen and uniform room.
• A notice board to display information regarding expected arrivals, VIPs in the
house, extra bed, and guest loan items given to guests.
• A sink with hot and cold water facilities to wash or disinfect glasses, fill drinking
water in flasks, and for flower arrangements.
• Guest loan items such as rollaway beds, cribs, and bed boards.

Sample layout of a Floor Pantry

PERSONALITY ATTRIBUTES OF HOUSEKEEPING STAFF:-

There are certain qualities which a housekeeping staff should possess in order to perform the
housekeeping functions which are sometimes more important than the skill too.

1. Pleasant personality- The staff should have a good presentation of ones own self when interacting
with guests. This reflect the quality of service and standards in an establishment.
2. Physical fitness- The housekeeping staff should go through a thorough medical examination and
should be fit to perform the housekeeping functions.
3. Personal Hygiene- The housekeeping staff should have healthy skin, clean hair, eyes, teeth, nose,
nails and fingers etc.
4. Eye for detail- The staff should possess power of critical observation to make a flawless room and
keen sense to inspect rooms for perfection.
5. Cooperation- The staff must cooperate with staff of other departments for team work and more
efficiency.
6. Adaptability- The staff should be able to adopt to new ideas and accept changing situations
willingly
7. Honesty- The housekeeping staff need to have this quality as they have access to all the rooms
and guest belongings are left lying around. They also deal with various kinds of guest amenities
that are very expensive. So they should have inherent discipline and integrity.
8. Tactful and diplomatic- The housekeeping staff have to handle guest requests and complaints.
The guests are fussy and can make unusual requests. The staff have to be tactful and diplomatic
to handle these requests.
9. Right attitude- The staff should have a right attitude which displays an even temper, courtesy and
good humor and optimistic in nature.
10. Calm Behavior- Should be able to handle situations with composed personality and humbleness
and politeness.
11. Courteous- Should be courteous to both guests and colleagues
12. Punctuality- Should have respect for time during working hours as this reflects on his/her
sincerity.
13. Good memory- Should have good memory to remember staff likes, dislikes, needs and wishes of
guests and especially repeat guests.
Job Description vs job
specification
 HOUSEKEEPING COORDINATION WITH THE OTHER
DEPARTMENTS OF THE HOTEL

FRONT OFFICE

The control desk acts as the nerve centre for coordination with the other departments in the hotel. the
control desk attendants receives the night report, the arrivals and departures list, VIP list , and the list of
crews and groups in the house from the front office. Based on these documents, the housekeeping
department schedules the workers for cleaning, maintenance and servicing of guestrooms and related
areas.

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.

ENGINEERING DEPARTMENT

The housekeeping control desk has to coordinate with the engineering department for maintenance
request that the room attendants registers while servicing the guest room or in the floor.

The housekeeping department depends on maintenance 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 maintenance over telephone and these requests are usually
taken into action immediately.

There are various heads under which maintenance 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.

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.

All maintenance requirements needed on floors are entered in the maintenance register kept in the
control desk. The control desk attendant notes down the room number, the maintenance work required
and the name of the GRA or the supervisor who called attention to the problem.

The desk attendant prepares a maintenance slip in duplicate. She retains the second copy in her book
and forwards the first copy to the engineering department.

The engineering department then prepares a ‘work order slip’ and sends the concerned technician
directly to the floor.

When the job is completed, a copy of tradesperson’s completed ‘work order ‘ is sent to the executive
housekeeper for acknowledgement of work completed satisfactorily. If this copy is not sent to the
executive housekeeper within an appropriate amount of time, housekeeping issues another ‘work
order’, which signals maintenance to provide a status report on the request repair.

PERSONAL/H.R. DEPARTMENT
House keeping coordinates with the HR department for the requirement of new housekeeping
staff, salary, administration, indiscipline, identity card for staff, transfer, promotions, etc.
PURCHASE DEPARTMENT
The purchase department buys housekeeping items such as detergents and other cleaning
agent, different types of cleaning agent, different types of cleaning equipment, various types of
linen and other supplies which are kept on the guest room.
LAUNDRY DEPARTMENT
(i) To wash and dry clean all the linen including staff uniforms to a very high standard of
cleanliness.
(ii) To supply guest laundry to the housekeeping departments at the short possible time.
KITCHEN DEPARTMENT

Housekeeping supplies day to day fresh uniform ,dusters to the kitchen people and ensure through pest control
inside the kitchen

STORE DEPARTMENT

Normally housekeeping department has a store that stocks housekeeping linens supplies independently .Small
hotels have only one store which is called general store. The relation between housekeeping department and
the store is important as it ensures the day to day availability of items required by the housekeeping department
by the store.

SECURITY DEPARTMENT

The guest room is a private place and hotels spent lots of money to ensure the privacy and security. However the
guest can take the advantage of this privacy by gambling performing any illegal activities inside the room. The
housekeeping personal have to be alert to those going out and inform the security to take action against them.

FOOD AND BEVERAGE DEPARTMENT

The restaurant, banquet and other F/B outlets constantly requires clean tablecloths, napkins etc. The staff who
are also working in those outlets require clean uniform on daily basis.The former because they are in guest
contact and the later to maintain the standard of hygiene . Housekeeping is also required in all the F/Boutlets to
get the outlet clean before it opens for the guests.
Cleaning Equipments used in the Housekeeping Department

Cleaning Equipments

Manual Cleaning Mechanical Cleaning

Equipments Equipments

Vacuum
Mops
Cleaner

Wet Vacuum
Brushes
Cleaner

Scrubbing
Brooms
Machine

Dusters & Hot-Water

Cleaning Extraction
Clothes Machine

Carpet
Containers Shampooing
Machine

Manual Cleaning Equipment:

A. Mops:

1) Dry Mop - It is made from cotton fiber or synthetic fiber it is used for dust the floor and removes
the dirt from floor.

2) Wet Mop - It is used from clean highly soiled area.

3) Squeegee - It is used for cleaning window.

4) Wiper - It is used for remove the water from

floor.

B. Brushes:

1) Scrubbing/T. brush - It used for scrubbing the floor.

2) Carpet Brush - It is for remove the dust for carpet (Cleaning for carpet).

3) Toilet brush - It is use for cleaning WC/toilet bowl.

4) Feather brush - is used for cleaning dedicated surface like TV cabinet AC bed side lamp etc.
5) Upholstery Brushes – These are used to loosen out dust embedded between the fabric fibers
in upholstered chairs and sofas.

C. Broom:
1) Soft Broom - It is used for removed the dust and dirt from internal surface.

2) Hard Broom - It is used for cleaning hard floor

(sweeping).
3) Yard Broom - It is used for sweeping gardens.

4) Ceiling Broom / Cobweb Remover -

These broom are used to remove cobwebs as well

as dust from cornices, Ceiling and high ledges.

D. Dusters & Cleaning Cloths:

1) Floor cloth - It is used for cleaning the dust from floor.

2) Duster - It is use for wipe out dust only.

3) Chamois Leather – When wet, used for cleaning windows and mirrors – when dry used for
polishing silver.

E. Containers :
1) Buckets - It is used for carrying water.
2) Dust Pan - It is used for collecting dust by hand brush and soft
broom.

3) Trash can - It is place in public are and use for deposit the garbage.

4) Room Attendant’s Trolley - It is used for carrying all items for a room.
 5) Caddy - It used for carrying chemicals & brushes.

Mechanical Cleaning Equipments:

1) Vacuum Cleaner - Vacuum Cleaner is used to remove the dust & trash from the carpet or floor.
2) Scrubbing Machine - Scrubbing machine is used for scrubbing the floor.

3) Hot - Water extractor Machine - It is used for remove the more deeply embedded spoilage not
easily removed by suction cleaning.
 4) Carpet Shampooing Machine - These machines, as indicated by the name, are designed for the
deep cleaning of carpets that are heavily soiled.

Colour Coded Duster

Green Colour Coded Duster: Green duster is used to dust Room surfaces like Table, Chair, Door frame
etc

Purple Colour Coded Duster: Purple duster is used for dusting in the bathroom Like Chrome fixture &
all tiles.

Orange Colour Coded (colour coded floor mop): Orange colour coded duster is used for moping the
bathroom floor only. And this duster should not be used in the room.

Sky Blue Colour Coded duster: Sky blue colour duster is used for dusting or whipping the mirror or glass.

Red colour coded duster: This duster is used for dusting & whipping the W/C this duster should not be
mixed with other duster.

Plain White Duster: This duster is used to whip the drinking glass cups, Gargle glass Etc. This duster
should be with room boy in his pockets and it should not mix with other duster.

List of Cleaning Equipments, other consumables and supplies

Selection points of cleaning Equipments

The housekeeper has a great responsibility when choosing equipment since a poor choice can prove less
efficient than desired and more costly than it should be. It‟s necessary to be able to justify it‟s use in
terms of saving time and labor, hence the saving of money and it‟s efficiency in obtaining a good result.

Consider the following factors:

1. Productivity: how much square feet of carpet area can be cleaned in one hour ?
2. Work performance: in terms of capacity and machine and consumer reports on performance.
3. Ease of handling: in terms of size, weight and height of the machine and ease of manoeuvring
and operating.
4. Appearance: What impression might guests have if they see the equipment in use.
5. Accessories: What kind of accessories are required or available?
6. Refill Procedure: How easy or difficult to refill required chemicals or cleaning agents ?
7. Regular Maintenance and care: What kind of regular care and maintenance is required for the
upkeep of the equipment.
8. Safety in operation and maintenance.
9. Suitability: to the type of area, surface, work, amount of obstruction and cleaning
frequency.
10. Versatility: to undertake various types of cleaning.
11. Portability: in terms of ease of transfer between floors and the provision of wheels and
detachable parts and consumer reports on life expectancy.
12. Noise level: which is a more important consideration for hospitals than hotels.
13. Availability of spare parts: easy servicing conditions and lead time after booking of equipment.
14. Protective design: which may feature a protective edging to prevent damage to wall furniture
and fittings and no sharp edges.
15. Ease of storage: in terms of ease of dismantling detachable parts and storage space
required.
16. Cost: as a sum of initial costs, operating costs, maintenance and depreciation, as well as hiring
considerations as opposed to purchasing.
17. Training: What Training programs are given to the hotel staff on using the product.
18. After Sales Service: What product and service warranties are included ? and is service provided
onsite?

Personal Protective Equipment (PPE)

Personal Protective Equipment (PPE) refers to Clothing or equipment worn by staff for protection against
hazards. PPE prevents transmission of micro-organisms, serving as barriers. It can be used individually or
in combination to protect mucous membranes, airways, skin and clothing from getting into contact with
blood, body fluids, secretions, excretions, non-intact skin or mucous membranes. Personal protective
equipment is equipment that has been designed to protect you from potential injuries. When required
for certain job assignments, personal protective equipment will be issued to you. It’s your responsibility
to wear it.
Personal protective equipment could include safety glasses when your eyes are exposed to
potential injury, gloves to protect your hands, hard hats for head protection, hearing protection for high
noise areas, face shields to protect your face, respirators, specialized shoes…all these and more are
considered personal protective equipment.
Wearing personal protective equipment is important to protect you from injury or illness while
performing your job. Some of the personal protective equipment you need may include:

Eye Protection

You should choose the proper type of eye protection for the hazard. For example, safety glasses are not
appropriate when working with chemicals that may splash in your face or eyes. Goggles and a face shield
would be the best choice when working with chemicals.

Skin Protection
You should wear the right protective gloves for the hazard or chemicals. Some
products can melt or go through the glove. Also protect your skin by wearing
a protective apron or smock. If your clothing is soaked with chemicals, change
them immediately to prevent prolonged skin contact.

Hearing Protection
Hearing protection may also be required if you work in a noisy area or with
noisy equipment such as vacuums and other tools.

Respiratory Protection
Respiratory protection may be required depending on the job and chemical products being used. You
must be trained before using a respirator. Discuss the need for this protection with your supervisor.

Importance of safety sign board

Safety sign board are useful tool to help protect the health and safety of employees and work place
visitors.

Safety sign board are used to:

1. Draw attention to safety hazards
2. Point on hazards that may not be obvious
3. Remind employees where personal protective equipment must be worn
4. Show somewhere emergency equipment is located
5. Indicate where certain actions are prohibited.
CHAMBERMAID TROLLEY/HOUSEKEEPING ATTENDANT TROLLEY

• Houseman / Housemaid sets his trolley as per the standard, like bed sheets
in one shelf, towels in another, bathroom amenities in a separate drawer.
• Maids cart can be compared as a giant tool box, It should be stocked with
all the required amenities to complete a complete shifts room cleaning.
• The maids cart should be spacious enough to carry all the required supplies
for one shifts work.
• The cart should be light weight, easy to clean and easily maneuverable.
• The cart has to be always well organized and well stocked before starting
each shift.
• A well stocked maids cart will avoid unnecessary trips to the floor pantry.
• The amount of supplies loaded on to the cart depends upon the number of
rooms, type of rooms to be serviced on the assigned floor.
• The carts are normally stocked from the floor pantry.
• Never over stock or under stock the cart: Overstocking will increase the risk
of accidents or damage to the supplies. Whereas under stocking can slow
down the efficiency of cleaning because of the regular trips to the floor pantry
to collect the required items.
• Record the items loaded on the cart on the Room assignment sheet.
Few examples of supplies loaded on the maids cart:
1. Shampoo
2. Moisturizer
3. Mouthwash
4. Foam bath
5. Sewing kit
6. Shower cap
7. Shoeshine
8. Detergent
9. Loofah
10. Disposal bag
11. Toilet rolls
 12. Tissue box
13. Soap dish
14. Bath towel
15. Hand towel
16. Face towel
17. Bathmat
18. Bed spread
19. Pillow covers etc.
The cleaning supplies are kept is a separate hand caddy, Below are few items
stocked on the hand caddy.
1. Toilet cleaning solution
2. Bowl brush
3. Toilet brush
4. All-purpose cleaner
5. Cleaning clothes
6. Rubber gloves
• On one end of the cart there will be a bag for storing the dirty / soiled linens.
• There will be a garbage bag in one corner of the maids cart with a lid on it.
• Once the shift is over the maids cart / maids trolley to be moved back to the
floor pantry and all the shelves to be locked.
Trolley preparation procedures:

a) Trolley is an equipment to store or keep a given number of linen,supplies,and

other cleaning materials.
b) Maids or room attendants should check their supplies and materials after receiving
their room assignments.
c) All supplies materials must be packed according to the number of rooms

Trolley or charting proper set up:

• The lower shelf of the trolley is used to carry heavier items like bed sheets.
• The middle and top shelf are for other linen supplies such as pillowcases, bath
towels, bath mats,face towels,hand towels and mattress pad(bed pad).
• The top compartment is used to carry all the guest amenities, glasses,ice
tubs,Johnny mop,hangers and etc.
• This trolley should also have the maid’s caddy for chemicals and cleaning agents.
DETAIL DESCRIPTION
OF EQUIPMNETS
MANUAL EQUIPMENTS:-
Equipments which help in the cleaning process by directly using manual energy of the employees.

The common manual equipments are :-

1) Brooms 2)Brushes 3)Mops 4)Cloths 5)Containers 6) Box Sweepers

1)BROOMS:-

Brooms consist of long bristles gathered together and inserted into a handle. Bristles may be made of
grass, corn, coconut fibers etc.

Types of brooms:-

-Soft Bristled brooms- Brooms made of corn fiber, grass brooms, and used on smooth floors.

-Hard bristled Brooms- Coconut fiber brooms or yard brooms are used on rough surfaces especially
outdoors.

-Wall brooms/ Tall Turks- These are used to remove cobwebs from ceilings. They have a soft head and a
long handle.

2)BRUSHES:-

These are designed to remove dust and dirt from surfaces.

Parts of brush:-

a. Stock in which bristles are inserted made of wood, metal or plastic.

b. Bristles made of horse hair, nylon, jute or coir have chisel like action which dislodges the soil

c. Handle may also be made of wood or plastic and can be detachable or non detachable.

Types of Brushes:-
-Hard Brush- Stiff bristles and well spaced out. Removes heavy soil from rough surfaces.

-Soft brush- Softer bristles and set close together. Removes loose soil from smooth surfaces like carpets,
furniture etc.

-Scrubbing Brushes- These have short, hard bristles designed for cleaning stains and heavy soil. Also
known as T brushes.

Other brushes are Toilet Brushes/Johnny Mops, Bottle Brushes, Cloth scrubbing Brush, Carpet brushes,
Feather Brush etc.

3)MOPS:-

Types of mops are dry mops and wet mops.

#Dry mops:-

Also called dust control mops. These are used to remove dust from floors, wall, ceiling. Mops have
handle, to which a metal frame is attached. The mop head made of dense cotton fringes are inserted
into the frame and stretched over it.

#Wet/damp mops:-

These mops are used along with buckets to remove dirt from the floor surfaces. The mop consists of a
handle and cotton fringes or sponge which are capable of absorbing water.

Types of damp mop-

a)Do-all-mops- Consists strands of twisted cotton fixed to a circular metal plate which is fixed to a stock.

b)Kentucky mop-Cotton strands fixed to a length of cotton fabrics which is inserted into a metal stock

c)Foss mop-Dense cotton fringes inserted into a metal stock

d)Squeeze- Consists of a rubber blade attached to a metal handle to remove excess water from the floor.

e)Sponge mops- Consists of sponge fixed to a replaceable lever controlled head, hinged for removing the
water and attached to a long handle.

4)CLOTHS:-

Various cloths are used in dry and wet cleaning. For efficient usage cloth can be color coded and used by
staff for different usages.

Types of cloths-

a)Dusters/ cloths- Soft absorbent plain or checked cotton material or yellow flannelette used for dusting
and buffing.

b)Swabs and Wipes- These are made of loosely woven cotton cloths which are soft, absorbent material
used for wet cleaning of surface above floor level. Mainly used for cleaning bathtubs and washbasins.
c)Floor cloths – These are coarse knitted cotton cloths which are bigger, thicker and used to clean floors.

d) Glass Cloths/ Scrim- These are lint free loosely woven linen material and is used for cleaning glass
and mirrors.

e)Cotton Rags or cloths-Disposable cotton or cloths used for applying polishes and cleaning agents.

f)Chamois leather- Obtained from chamois goat and used for cleaning windows and mirror, polishing
silver.

g)Dust sheets- Made of thin cotton material which are discarded from linen room like bedsheets or
curtains used to cover floor , furniture during renovation work.

h)Drug gets- Linen, canvas or plastic material placed on the floor in doorways to absorb excessive dirt
caused during bad weather or renovation work.

i)Bucket cloths/Splash mats-Thick fabric placed under buckets to prevent water marks formation on
surfaces.

5)CONTAINERS:-

The staff require containers to carry, transport, and store items of use and collect waste products.

Types of containers-

a)Buckets- Made of plastic or galvanized iron. Used to collect water and used with mops for cleaning.

b)Dustpans- Used along with brushes to collect dust and made of plastic or metal. The edge in contact
with floor must be thin and sharp.

c)Dustbins- Made of plastics, wood, metals, leather , jute and placed in rooms, public areas and all back
areas and lined with plastic bags.

d) Sani-bins-Metal or plastic bins with lids.

e)Spray bottles- Lightweight containers which deliver a fine mist of water or cleaning solution on the
surface to be cleaned.

f) Hand caddies- Made of metal, wood or plastic consists of a tray with slots for storing chemical bottles
and a handle to carry it.

g) Carts and trolleys-

i)Chambermaids trolley/Room Attendants cart/ Maids Trolley- Used to carry linen, cleaning agents,
supplies, cleaning equipments required for guestroom cleaning and stored in the guest corridors and
should be movable and strong.

ii)Janitorial trolley- Used for cleaning and storing cleaning supplies for public area cleaning.

iii)Mop wringer trolley- This piece of equipment consists of mop and buckets to carry cleaning solution
and clean water mainly used for public areas.
 iv) Linen trolley- Used for transfer of linen from guestrooms to laundry for washing and are made of
cloth or metal with castor wheels.

6)BOXSWEEPER:-

These are manually operated carpet sweepers used for removing crumbs from the surfaces. It consists
of a brush that revolves when equipment is pushed over the carpet and crumbs get collected in the
dust-collector pan which are emptied when filled.

MECHANICAL EUIPMENTS

The equipments which work by motors powered by electricity.

Different mechanical equipments are:-

(I)VACUUM CLEANERS/SUCTION CLEANERS- Dust and crumbs are removed from surface by suction.

Vacuum cleaners can be classified on the basis of:-

· Shape of the machine- Cylindrical, upright, backpack, dustette

· Function- Dry pick up, wet pick up, dry and wet pick up, pile lifter

· Centralized vacuuming system

DIFFERENT VACUUM CLEANERS:-

a)CYLINDRICAL VACUUM CLEANER(DRY PICK UP):-

These machines work by suction. Electricity makes the motor work and dust is collected by high suction
created by the motor and sucked in through the hose and collected in the dust bag inside the machine.
Various attachments are used like floor cleaning head, crevice cleaning head, upholstery cleaning head
etc for cleaning different areas. Most commonly used vacuum cleaners used for guest rooms.

b)UPRIGHT VACUUM CLEANER( DRY PICK UP)

The main body of the machine lies horizontally on the surface and does not have attachments but has
built in hose for cleaning corners and upholstery. Mainly used for large carpeted areas

c)BACK PAC VACUUM CLEANER/PIGGYBACK VACUUMS/PAPOOSE(DRY PICK UP):-

Small lightweight vacuum cleaners which can be strapped at the back and used to clean upholstery,
curtains

d)DUSTTETTES(DRY PICK UP) :-

Small lightweight battery operated vacuum cleaners used to vacuum clean upholstery, carpet edges,
mattresses, curtain and stair cases etc. Can be carried in hand.

e)WET PICK UP VACUUM CLEANER :-

Picks up wet waste, excess waste water and used to pick up water from floor after scrubbing. This can
also be used to remove excess moisture after shampooing the carpet. The machine has a squeeze head
which is used to remove excess water and collected in a tank which is emptied after use.

f)LARGE TANK TYPE VACUUM CLEANER( DRY AND WET PICK UP)

Also called canister type vacuum cleaners or industrial vacuum cleaners and are used for dry and wet
pick up both. Used for cleaning large areas like lobbies, banquet halls etc.

g)PILE LIFTER

It’s a vacuum cleaner with two motors to make it extremely strong on action. The pile of the carpet
usually flattens in use. Pile lifter grooms the pile of the carpet and restore their vertical orientation. It is
not used daily. Mainly used before shampooing the carpet.

h)CENTRALIZED VACUUMING

Centralized vacuum cleaning system suction is generated at one point in a building. Soil is removed by
suitable nozzles linked by flexible stretchable hoses to vacuum point. It is then conveyed by a network of
pipes to a central container. This system is expensive to install and is generally done at the construction
stage

CARE AND STORAGE OF VACUUM CLEANERS:-

i)Wheels should be oiled regularly

ii)After use dust bags or tanks should be emptied and cleaned.

iii)Clean attachment heads after cleaning work is done.

iv)If machine is dry pick up never try to pick wet waste.

v)Attachments should be stored in proper boxes.

(II)FLOOR MAINTENANCE MACHINE

This is a multi functional machine which can scrub, polish and buff the floors. The machines have driving
discs (single disc or three small discs rotates on opposite directions) colored nylon pads, water tank,
shampoo tank, sprayer which are used for different functions. Lighter the color of the pads lesser strong
it is.

For scrubbing and stripping: Scrubbing is done with scrubbing brush or with scrubbing pad(black)
attached to the disc which cut the soil.

For polishing: Red colored pads to apply polish on the floor

For buffing: beige or white pads are used to create high gloss finish.

(III)WET EXTRACTION MACHINES:-

Wet extraction machine are used to restore the surface appearance of carpet, upholstery and curtains.
They remove deeply embedded soil not removed by suction cleaning.

Types of wet Extraction systems:-

a)Hot water extraction machine-They carry a hot water tank and detergent used for deep cleaning
carpet with high pressure spray nozzles and a suction unit to remove soiled solution from the surface.

b)Solvent extraction machines- Used for cleaning upholstery and curtains.

(IV)SHAMPOOING MACHINES:-

Brushes are made of nylon as it needs to be strong to get through the carpet pile. They are fixed to the
discs of the floor maintenance machine. There are special pressure tank along with a foam generator
which produces the foam in dry form which cleans the carpet and suspends the soil. This way carpet
does not get too wet.

(V)POWER SWEEPER:-

These are self or manually operated machines designed to remove debris and loose soil from floor,
pavement, car park, and large areas.

(VI)SCARIFYING MACHINES:-Scarifying is a process of removing heavy grease, mud, thick deposits of dirt
from floor by chisel like action with a wire brush cutting tool.
STORAGE AND CARE OF CLEANING EQUIPMENT:-

I) Equipment's should be stored in areas which are locked properly.

II)Proper records of issuing equipment's should be maintained(Area, attachments given, time issued,
whom issued to, time of return)

III)Attachments and parts should be cleaned properly and stored after use.

IV) Brushes should never be faced downwards in the floor as it would damage the bristles.

CLEANING AGENTS
Cleaning agents/Chemicals are perhaps the most critical aids of housekeeping staff in their job to keep
their house neat and clean. Cleaning agents in general can be defined as natural or synthetic substances
that are used to assist the cleaning process. Cleaning is primarily the removal of dirt and dust.

Housekeeping Chemicals

It is essential that the housekeeper be familiar with the different range of products available, has
knowledge of the shelf life of products, and keeps up to date with modern technology. Choosing which
products to use can be very difficult especially with the conflicting claims of the manufacturers. It is
useful to acquire samples and make comparisons of costs, suitability, durability, ease of application, and
compare the amount of labour and equipment required.

Apart from water and regular detergents, the housekeeping staff also uses cleaning chemicals, which are
often available in the form of liquids, blocks, and powders.

The actual cost of detergents, seals, polishes, disinfectants, etc., may be only 5% of the total cost of
cleaning and maintenance, but the use of unsuitable products will undoubtedly lead to a waste of time
and energy, damage surfaces, possibly cause accidents, and as a result increase overall expenditure.
Wherever possible, products should be standardized, thereby effecting savings on material and labour.
Solid dirt is relatively easy to remove and does not create too many difficulties, but problems can occur
when dirt is mixed with grease or oil.

Dust and Dirt:

Before beginning cleaning it is important to understand the difference between DUST and DIRT: two
terms that are quite often used synonymously by a layman.

How does a cleaning agent, CLEAN?

By
• Holding the dirt and conveying it away as in rinsing process
• Reacting with dirt, breaking it down, hold it in suspension and covey it away.
• Dissolving out the grease or other substances which fixes the dirt (e.g. addition of ammonia /
methylated spirit to water for washing)
• Emulsifying the grease and holding it in suspension together with the dirt, to be removed.

Various Cleaning Agents

1. Water: Water is referred as a universal solvent, and this is the prime agent in cleaning process.
However though an excellent solvent, water alone is not an effective cleanser to meet the standards
most hotels require. Water is supposed to be a surfactant (surface active agent).

2. Detergent: Detergents may be made from a base of either pure soap or organic chemicals. Detergents
are of two types:

• Soapy Detergent: Soapy detergent is made from animal or vegetable fat and may be used as a solid
block for washing skin and clothes, as flakes for washing delicate fabrics or as a powder for washing
of soft fabrics. Soap is made by boiling fat with a strong alkali. E.g. coconut oil provides a soap which
is quick to lather, excellent at cleaning.

• Synthetic detergent: synthetic detergent is made from organic chemicals derived from petroleum.
These are used extensively in housekeeping. They are used for cleaning task and for washing up the
floors. They may be in the form of a powder, liquid, gel or crystals.

3. Acid cleaners: Acids used as cleaning agents may vary from mild acid e.g. acetic acid or strong
concentrated hydrochloric acid. Acids should be used in solutions followed by thorough rinsing. All,
except citric and acetic acid should be used under supervision with extreme caution and with the
protection of rubber gloves. Strong acids are poisonous and corrosive. E.g.
• citric acid and acetic acid used for metal cleaning
• Dilute hydrochloric acid used in removing lime scale from sanitary ware
• Oxalic acid for removing stubborn water stains from hard floors and sanitary ware

4. Alkaline cleaners: Alkaline based cleaning agents are used in laundry and are particularly good for
removing grease. Very strong alkali materials are known as caustic materials and are extremely corrosive
and poisonous. They must be used under strict supervision. E.g.
• sodium carbonate (washing soda): it is used to soften water and remove light grease marks.
• Sodium hydroxide (Caustic soda): Removing grease from grills and blocked drains
• Sodium hypochlorite (Bleach): Whitening and removing stains from hard and soft surfaces

5. Solvent Cleaners: These cleaning agents are used extensively for dry cleaning and for stain removal.
They all have strong fumes and should be used in well ventilated room. Solvents are useful for cleaning
grease or polish from surfaces. Solvents will evaporate and so they are ideal for cleaning windows, mirrors
and picture frames. E.g.
• Methylated spirits, turpentine, white spirit, acetone, used for removing stains from hard and soft
surfaces.

6. Disinfectants: Disinfectants should only be used in the areas where harmful germs are likely to exist.
Disinfectants kill the harmful bacteria. Most disinfectants have strong smell and therefore should be used
in recommended amounts in areas where germ control is required. E.g.

• Phenol: They are used in dilute or concentrate to disinfect surfaces in hospitals.

• Halogens: the elements chlorine and iodine may be used as disinfectants.
7. Deodorants: These are agents for disguising bad smells. They counteract stale odours and sometimes
introduce fragrance in the area. They are used in guest rooms, bathrooms, and in public areas. They are
available in liquids, powders and crystalline blocks. E.g.
• Naphthalene balls serve as effective deodorizers.

1. Laundry aids: Laundry aids which are used as cleaning materials contain stiffening agents and fabric
conditioners.

9. Polishes: Polishes are cleaning agent which are applied to a surface to form a hard protective layer
and thus guard against finger marks stains and scratches. They also create a pleasant shine on a hard
surface. E.g.
• Metal polishes
• Furniture polishes
• Floor polishes.

10. Floor Seal: A floor seal can be either solvent or water based. It is applied to a floor surface to form
a semi permanent protective barrier which will prevent the entry of dirt, liquids, grease stains and
bacteria. Depending on the traffic they receive, they may last for upto five years before replacement is
necessary. E.g.
• Oleo-resinous: These are clear solvent based sealers used on wood cork and magnesite floors. They
consist of oils, resins and solvents.
• One pot plastic: They are made up of synthetic materials. They are used on wood, cork and magnesite
floors
• Pigmented sealers: These sealers contain colour pigments which provide colour and also strengthen
the sealer. They are used on wood, concrete and stone floors.

11. Abrasive: Abrasives are substances or chemicals that depend on their rubbing or scratching action to
clean dirt from hard surfaces. They are used to remove very stubborn stains from various surfaces. E.g.
• Fines abrasives- Jeweller’s rouge (a pink oxide of iron used for shining silver)
• Hard abrasive- Sand paper, fine ash, pumice stone, steal wool are commonly used abrasive

Storage of Cleaning Agents

• Ensure that the storage racks are sturdy. Heavier containers must be kept on the bottom shelf.
• Label all containers neatly with a waterproof marker.
• Ensure that the lids are tightly secured.
• When dispensing cleaning agents, use appropriate dispensers and measuring apparatus.
• Avoid spillage; if a spill occurs, clean it up immediately.
• Follow a systematic procedure for rotating stocks.

Selection of Cleaning Agents

The following points need to be considered while selecting cleaning agents.
• The type of soilage.
• The type of surface.
• Composition of the cleaning agents.
• Ease of use, saving of effort and time.
• Toxicity or side effects.

Cost effectiveness.

Some other chemicals are :

• Vinegar: It is used in removing light stains in the bath.

• Bathroom Cleaners: They come in liquid form for easy cleaning. They clean, descale, and disinfect
the bathroom walls, bathtubs, bathroom flooring, sinks, and showers. They often contain phosphoric
acid.

• Clean Air Sprays: They are best for freshening the hotel corridors, washrooms, bathrooms, and
reception areas. These sprays remove the pungent smell of tobacco, smoke, and organic wastes.

• Degreaser: This is mainly used in bars to remove the marks of grease and lipstick that cannot be
removed by traditional washing of glasses and cups. Degreaser restores the surface shine and
transparency of the glasses and bowls.

• Floor Cleaners and Sealers: One of the important tasks of hotel housekeeping is cleaning the floor
periodically and keeping it sealed with the help of sealer of the right consistency for optimum
maintenance. Some areas in the hotel are busy and bear heavy traffic such as lobby, corridors,
parking areas, restaurants, and dining halls. Their floorings loses smoothness and shine. In such a
case, the floor cleaners and sealers are used for restoring their look and shine.

• Laundry Cleaners: They are liquid concentrates with variable amount of peroxide that removes
tough stains, bleaches the linen, and enhances its whiteness.
• A number of chemicals are used in dry-cleaning. They are camphor oil, turpentine spirits, benzene,
kerosene and white gasoline, petroleum solvents such as naphtha blends, chloroform, carbon
tetrachloride, and liquid carbon dioxide. They remove the stains from silk tapestry without
damaging the fibers.
• Surface Sanitizers: They often come in the form of liquid concentrate. They are water-based and
sanitize the surfaces without damaging their appearance. The sanitizers reduce the presence of
bacteria to a great extent. They come with different concentrations and fragrances.

• Toilet Blocks: They deodorize the toilets and leave them with a fresh smell. They come with two
variants: continuous action and instant action. They contain oxidizing agents such as ozone,
 hydrogen peroxide, or chlorine that removes unpleasant organic odor from the surface of a
material.

• Toilet Cleaners: They are available in liquid form containing strong hydrochloric acid. They remove
stains and plumbing scales easily, and restore the shine of their surface.

Carpet Cleaning Agents:

Cleaning and
maintaining the carpets are important tasks of hotel housekeeping. As suggested by the Carpet and Rug
Institute (CRI), carpet cleaning is complete when the following issues are tackled:
o Soil containment
o Vacuuming
o Spotting
o Interim cleaning
o Restorative cleaning
Carpet cleaning chemicals are often low-moisture, fast-drying cleaners that take care of the above said
issues effectively.

Swimming Pool Cleaners: They are used for cleaning the swimming pool water. Some of them are TCCA-
90 granules or tablets, SDIC, hydrochloric acid (HCL), liquid chlorine, and alum. The pool cleaning
chemicals kill the bacterial and algae growth in the water.

The chemicals like Sodium Dichloroisocyanurate (SDIC) has 60% of chlorine content and is used worldwide
for disinfecting water. The pool cleaning chemicals dissolve fast in water and provide quick cleaning
results. The housekeeping staff needs to take extra care while cleaning baby pools using these cleaners.

Material Safety Data Sheets—(MSDSs)

The Material Safety Data Sheets commonly called the MSDS. It is a document that contains information
on the potential hazards (health, fire, reactivity and environmental) and how to work safely with a
chemical product. It also contains information on the use, storage, handling and emergency procedures
all related to the hazards of the material. MSDSs are prepared by the supplier or manufacturer of the
material.

The goal of the MSDS is to provide you with a summarized, multi-source resource that informs you of
certain basic but necessary pieces of information regarding the substance or chemical you are about to
use.

The MSDS informs you about the material’s physical properties and related health effects, personnel
protective equipment necessary to protect the you, first aid treatment necessary in the event of an
exposure, how to respond to accidents, and the planning that may be necessary in order to safely handle
a spill.

What is a Material Safety Data Sheet?

The MSDS is a widely used system for cataloging information on chemicals, chemical compounds, and
chemical mixtures. MSDS information may include instructions for the safe use and potential hazards
associated with a particular material or product. MSDS can be found anywhere chemicals are being used.

Table - Sign used to denote harmful substance

There is also a duty to properly label substances on the basis of physico-chemical, health and/or
environmental risk. Labels can include hazard symbols black diagonal cross on an orange background,
used to denote a harmful substance.

MSDS sheets are information pages that accompany each chemical, so the user is aware of the following.
• The chemical identity and what it contains
• What it is used for
• What the correct concentrations for different applications are
• Its toxic properties or special safety instructions for use
• safety procedures if one gets chemical in contact with skin, eyes, or ingests it
• An emergency telephone number
• The proper action to take if an incident using a particular chemical were to occur
• Direction for safe handling and use.

The goal of the MSDS is to provide the user with a summarized, multi-source resource that informs the
user of certain basic but necessary pieces of information regarding the
Substance they are about to use. The MSDS informs the user about the material’s physical properties and
related health effects, personnel protective equipment necessary to protect the user, first aid treatment
necessary in the event of an exposure, how to respond to accidents, and the planning that may be
necessary in order to safely handle a spill.

Each company can design its own MSDS form, and the sections may be in different order. But, the basic
kinds of information on any MSDS will be the same. This is an example of the first page of an MSDS