Pro face
This project is for hotel management syllabus shows is objective the objective oh hotel management are given below.
This offering to you more in formation and no defeats about hotel so that you know about the hotel and how to manage the guest I hopes this project is most use full to you.
What Is Hotel
A Hotel Is Place Where You Provide Sleeping Accommodation, Food, Beverage And Various Other Facilities To A Traveler Who Is In A Fit State To Receive And Willing To Pay For The Services Received.
Who Is A Guest
A Guest Is Any Person Who Has Arrived At The Hotel To Use Any Of The Facilities And Services By The Hotel And Willing To Pay The Received.
Facilities Offered By Hotel
01. Accommodation:-
*Stranded Room
*Deluxe Room
*Suite Room
02. Food
03. GYM
04. Recreational Facilities
05. Beauty Saloon
06. Shopping Arcade
07. Beverages
08. Parking
09. Taxi Counter
10. Valet Parking
11. Laundry
12. Health Center/Spa
13. Business Center:-Internet/Email
14. IDD
15. Room Services
16. Mini Bar
17. Foring Currency Encasement
18. Night Clubs
19. Supper Clubs
20. Baneuetes Facility Wedding Seminars Conference.
21. Suwming Fool
Departments In A Hotels
A Hotel Is Divided In To Several Departments In Order To Have A Smooth Operation.
Departments In A Large Hotel
01.Front Office Departments
02. House Keeping Departments
03. Food And Beverage Departments
04. Maintance Departments
05. Account Departments
07. Human Resources Departments
08. Security Departments
09. Purchasing and Stores Departments
10. Kichen Departments
Departments in A Small Hotel
01. Front Office Departments
02. House Keeping Departments
03. Kichen Departments
04. Food and Beverage Departments
05. Maintance Departments
06. Account Departments
Organization Structure Of A Small Hotel
For On Office
Manager
Executive
House Keeping
Executive
Chef
Food And Beverage Manager
Maintained Manager
Accountant
Receptionist
Floor Supervisor
Partied
Chief
Restaurant And Supervisor
Font Manager
Book Keeping
Bell Boys
Room Attendant
Cooks
Stewards
Technicians
Creaks
Manager
General Manager
↓
Room Divisional Manager
↓
Executive House Keeping
↓
Glass waer
01. old fashioned glass
02. roak glass
03.white wine glass
04. Red wine glass
05. Cocktail glassed
06.martiwi cocktail glass
07.double cocktail glass
08.irish coffee glass
09.high ball glass
\
10.hot ring glass
\
11.port glass
12.liqueur glass
13.sherry glass
14.short glass
15.margarita glass
16.pilisonr glass
17.the mixing glass
18.brandy balloon
19.hot ring glass with holder
20.champayne fluters
21.shery copital
22.pimmis muq
23.champayne falip
24. champayne cup
25.bitters bottles
Machinry
26.cup of bowl
27.brandy switter
28.carafe
29.corksrews
30.broken corkextractors
31.pourers
32.coasters
33.the electic blendor
34.the electic drinks mixer
35.liguor measures
36.ice crushers
37.juice extractors
Bar equipment
38.Beer muq
40.Beer tumbler
41.Bottel openers
42.waiters teaye
43.cocktail nap king
44.serviettes
45. straws
46.cocktail sticks
47.the bar spoon
48.cocktail shakers
49.stirrenors and water jugs
50.the strainer
51. champagne pincers
52.ice buekets
53.ice scoops
54.ice tongs
55.fruit tongs
56.fruit kniver
57.fruit cutting board
Cleaning Eqiumpent
01.floor mop
02.casa color floor duster
03.magent mop
04. folds first for storage
05.flex neck scrubber
06.flex neck broom
07.big floor duster
08.exendable microfiber cleaner
z
09.sauccgee set
10.feather duster
11w c brush
12.microfiber string squeegee mop
13.yard broom
14.sweeping broom
15.firm bristle carpet brush
16.cotton mop
17.cotton wall bursh
18.hard bristle toilet brush
19.nylon silk brush
20.dust pan
21.soft hand brush
22.fabric brush
23.upholstery
24.electrical brush
25.carpet brush
26.spotting brush
27.mechanical brush
28.ladder
29.trolleys
30.sprayers
31.vaccum cleaners
32.rotark machines
33.wall mop
34.glass/mirror cleaning
35.wet and dry fickup
c
36.general purpose foor machine
The House Keeping Team
Personal Attributes Of The House Keeping Staff
· Pleasant Personality
· Clam Demeanor
· Honesty
· Physical Fitness
· Sales Man Ship
· Tact And Diplomacy
· Personal Hygiene
· Courtesy
· Memory
· Right Attitude
· Cooperation
· Loyalty
· Punctuality
· Eye For Detail
House Keeping Food And Beverage
01.Room Service food delivery o room
02.in room mninbar servicing
Communication house keeping a security
01. Suspicious packages
02. Room burglaries/theft
03. Fire
04. In room damage by guest
05. Problem or disturbance with in room quests
06. Employee theft
07. Fatalities
08. Uniforms
09. Lost property
10. Safe deposit boxes
11. Problems with keys and doors.
Communication house keeping and sale
01. Quest tours and showground’s.
02. Familiarization trips [farm trips] for staff
03. If room are not clean this will have strong impact on customers stupid faction and sales
04. Guest emplimenrary amenities
05. Media photo shoots.
Communication house keeping and leisure
01. Cleaning of leisure areas
02. Gym
03. Sauna
04. Providing towels for customer’s employee uniforms.
Cleaning equipment
01. Broom: - this is the simplest clanging equipment used in day .today clanging work this consisted and Haney the broom from the handles never rest the broom on bristles after use.
02. Dust pan and hand brush:-these items are used to collect dirt from a surface and transfer them to garbage bin.
03. Mop bucket/cart:-this is a place of mechanical equipment used to squeeze out absorbed water some brats contain. 3/2 bucket
04. Wall mop:-a flat coffin mop head fixed to a telescopic pole, used in dry/well cleaning of high walls.
05. Squeegee:-Rubber blade fixed to a handle used to remove water from a hard surface.
06. Glass/mirror cleaning equipment:-this includes the following glass cleaner applicator with a telescopic pole to apply cleaning solution on glass.
Squeegee to remove cleaning
*solution from the glass
*bucket to carry cleaning solution
07. carpet sweeper:- also known as box sweeper this is suitable for day cleaning of carpets this can remove any particles whish entangles in its brushes this does not remove fine particles of dust.
08. Vacuum cleaner: - used in day cleaning of heavily used carpets. Vacuum cleaner can suck in even the invisible fine particles of dry from the pole of the pet most vacuum cleaners are used only in cleaning dry surfaces.
Types of vacuum cleaner
*cylindrical vacuum cleaner
*duster
*upright vacuum cleaner
*back vacating
09. Wet and dry pick up: - this is also vacuum cleaner addition to cleaning dry surface this can be used b in removing water from a wet surface.
10. General purpose floor machinery commonly known as the floor polis her this can be used in different floor cleaning operation such as scrabbling polishing bugging carpet shampooing.
Cleaning agents are applied using different methods
v Scrubbing
v Water /steam extraction
v Buffing
v Wiping
v Mopping
v Dusting
v Vacuuming
v Polishing
v Spotting
Types of cleaning
01. Daily –room and public arias
02. Weekly cleaning
03. periodic/deep cleaning
Organization of guest room clanging
v Conventional /traditional cleaning
v Block cleaning
v Teem cleaning
v Deep cleaning:-
*window cleaning
*spring cleaning
*Turning mattresses
*shampooing carpets
*pest control
*moving furniture
*cleaning chandeliers
Planning room cleaning
o Efficient
o Systematic
o Thorough
o Necessary
o Cost effective
Public area supervisor
*Head house man
01. Public area house man
02. Clock room attatandance
Public area house man
01. Restaurants and barras.
02. Executive office.
03. Business center.
04. Shopping arcade.
05. Meeting room.
06. Lobbies.
07. Elevators.
08. Basements.
09. Banquet halls.
10. Public cork room.
Types of hotel quest room
01. Single bedded room-
02. Double bedded room-
03. Twin bedded room-
04.King size /quean size bedded Room
05. Tripple Bedded Room
06. Inter –connected Room (family Room)
07. Murphy bet
08. Zed bed
Matters
01. Water mattress
02. Latex mattress
03. Innerspring mattress
04. Foam mattress
05. Orthopedic mattress
06. Hypo-allergenic mattress
07. Plastic mattress
The line room
02.Removing marks and stains
01.Recycling of linen
03. Security of linen
09. Washing during pressing and storing
04. Repairs of linen
Laundry /linen room
08.stock and inventories
05. Collection sorting and counting of linen
06. Dispatch of linen to external contractors
07. Issuing of linen to other department
Linen room equipment and accessories
01.trolleys
02.multipurpose trolleys
03.ledders
04.cupboards
05.racks
06.cupboars
07.Linen bages
08.folding tables
Uniform room equipment and accessories
01.leddeers
02. cupboards
03.racks
04.Linen bages
05.hampers
06.plastic bag
07.table
08.moblie trolleys
09.haning racks
10.hangerd
11.coat burshed
Types of linen
Bed linen
Bed sheets
Pillow casus
Blankets
Bed spreads
Mattress protector
Duvet cover
Eclectic blankets
Quilts
Slippers
Bath room linen
Face towels
Hand towels
Bath towels
Bath mats
Shower curtains
Table linen(food and beverage)
Napping
Table cloths
Slip cloths
Table skirting
Underlay’s
Chair slips
Conference baize
Other linen
Cushion covers
Loose covers
Curtains /draper
Blinds
Method of cleaning
Cleaning glass/mirror
· Prepare a solution.
· If the mirror has a wooden frame clean is first with a damp duster and dries it.
· If the are any wooden frames below the mirror of glass surface cover them with cloth of paper to prevent solution falling on it.
· Damp a clean rag in cleaning solution and wipe the galss surface either and horizontal motin top to bottom.
· Uses newspapers wad and fry the mirror in a horizontal motion from top to bottom.
Mopping (floor-dry)
· Remove any waste bins, mats etc……………
· Place the mom on the floor at the far end of the area to be cleaned and push forward working in parallel lines until. The whole area has been covered. Do not left the mop from the floor until the entire floor has been mopped.
· When turning, fern the mop in half circle and continue pushing forward.
· When the works complete replaces the furniture and cleans the mop.
Moping (floor-wet)
· Place warning signs in position.
· En sure dust is removed by sweeping.
· Place the mop in detergent by solution and wring out thoroughly shake mop head slightly to open it out.
· Work backwards moving the mop from side to in figure of eight action.
· After completing a section soak the mop with fresh water and do the same as above on the already moped area.
· Rinse the mop frequently and change the cleaning solution and ringing water before they become too dirty.
· When work is complete.
*wash rinse and dry the mop.
*empty wash rinse and dry.
*remove wet floor sing when the floor is dry.
Scrubbing a dirty floor
· Make the detergent solution according manufacturers in straitens.
· Position warning singes.
· Remove furniture and sweep the area.
· Mop the edges where the machine has not been able to reach.
· Plug in the most convenient socket then with the flex over the. Shoulder commences scrubbing at a point further from the entrance.
· Gradually walk back wards working with a side motion over lap each. line to ensure total coverage make sure the flex is kept clean of the brushes or pad.
· Dispense a minimum of detergent solution an regular intervals
· Remove soiled solution floor the floor with a wet suction machine of mopping unit.
· Using rinse the floor a clean mopping unit.
· Ensure the floor is as dry as possible after ringing.
· Swarming sings.
· Clean and dry all equipment thoroughly.
Wet shampooing a carpet
This is usually done on a heavily soiled carpet
Step to follow……………..
· Assemble equipment:-floor machine with tank and carpet shampooing brush cleaning agent solution wet pick up hand brush.
· Surround the area and put up warning signs.
· Vacuum the area and do per spotting.
· Clean the edges/corners with a hand brush.
· Pass the shampooing brush over the carpet releasing the liquid with out over wetting the carpet .(start from the far end of the room)
· Remove soiled water using a wet pick up as soon as possible
· After clean the carpet with detergent empty the tank re-filled with fresh water and rinse the carpet with the same machine and dry with a wet pick up machine as soon as possible.
· Once the carpet is complete dry vacuum it to raise the pile.
Room attendants trolleys contribute to the organization and efficiency of work list 15 items that would be found on a room attendants trolley.
01. Cleaning candy
02. Towels
03. Bed linen
04. Stationey
05. Dustbin
06. Laundy bag
07. Dustpan and bag
08. Disinfectant
09. Vacuum cleaners
10. Polish
11. Cleaning cloths
12. Air freshener
13. Room stats report
14. Sharps box
15. Slipper.
Guest supplies in a room
· Stationery with pen
· Sewing kit
· Bible /Koran/gate
· Telephone directory
· Service directory
· Ashtray
· Bedside telephone not pad with pen
· Clothes hangers
· Candles and match box
· Do not disturb card
· Beak fast card
· Laundry forms and bags
· Guest comment forms
· Room service menu and text cards
Guest supplies in a bath room
· Shop mitts
· Soap soap dish
· Toilet rolls
· Toilet tissue
· Blade dish pepper
· Shower cap
· Vanity kit
· Disposal bags
Spirits[Hard Liquor-AC/VO/37%-43%]
MOST COMMONLY USED CHASERS FOR POPULAR SPIRITS
· Whisky-soda/water
· Brandy-dry ginger a/c/cola
· Gin-tonic/codify/lime
· Rum-cola/pain apple/juice
· Vodka- Bitter lemon/orange juice/Tomita juice
· Arrack-soda/water/7up/cola
Types of whisky [according to the country]
· Scotch whisky-produced only in SCOTLAND this is the best and the most popular type of whisky in the world.
· Irish whisky- produced only in Ireland
· Boar bon whisky –Boar bon is the whisky produced in the U.S.A
· Canadian whisky –whisky produced in CANADA
Scotch whisky is graded according to its age such as
· Regular whisky –matured for at least 5 years.
· Premium whisky –matured for at least 12 years.
· deluxe whisky –matured for at least 17 years.
Making the bed
Bed making requires technical. expertise an a hotel be cause of the sheer volume of beds to be made in a given shift if a room attendant has to prevalent standards in a shifts this is in a addition to cleaning the rooms and bathroom it is here that his productivity is deter mined given below are the detailed steps for making the bed.
01. Pull the bed away from the head board by tugging the bed from the foot of the all the beds is hotels are mounted on wheels door easy mameuberlity.
02remove all soiled linen from the bed shakes them out for the any gust articles that may be miss placed in at he folds.
03. Deposit soiled linen hamper ode the maid’s cart.
04. Invert mattress over side and to end to ensure even use every all ternate day. Adjust the skirmishing is that they fall evenly to the floor.
05.shake out thea matterss protectoir and reply it on the mattrees.cgange the protector if soiled or smelling.
06.open out a fresh lower sheet and tuck it securely at the head sides and at the foot of the bed.
08.miter the corners following the sequence shown in the pictures above.
09.open out the fresh top sheet and distribute it evenly on the lower sheet for en sure that the a same line as the linner sheer for even distribution the sheert hem must be evenly pulled up to the head board tuck this sheet at the foot board.
10.open out the blanket and distribute it evenly on the top sheet using the crease as described earlier for even distribution ensure that the blanket eight inches forl the head board to position the pillows and create a fole for the guest slide in.
11.fold the top sheet at the head of the bed over the blanket and fold the blanket and sheet once again.
12.the blanket and the top sheet ara tucked uniformly under the mattredd on both sids snd bed are mitered.
13.fold the corner of the blanket and top sheet as shown as the picture for the guest to easily slide in to the bed (some bote is will do this only during turnjdowm service)
14.cober the pillows with fresh pillow covers fluff the pillows and even out pillow coverc to look full neat and tidy since pillow slips are usually larget than the pillows the excessslip should be neatly folded downuard has the fols should be away from gust view in the turn .down service a berak fast knop is placed on the pilloe.
15.cover the comp;etef bed with a bed spread ensuring it is right side
Up and falling evenly all around the bed to look appealing the bed spread covers must fall to the f;oor in ao ase thetice manner.
16.tuck the bed spreas under the pillows to complete the bed
17.push the bed back towards the head board ensuring that it is aligened.
18.put spare blanket cup on guests requesrt in plastic coveres and store in the top shelf or lower shelf of the wardrobe in the guest room the blankets are foldes in a manner where the hotel logo is at the top/.
What the main recyclable and non recyclable inventory items that is the responsibility of the hall department.
Recyclable
Towel
Face towel
Bath towel
Shower curtains
Pillow casus
Mattress protector
Bed sheets
Duvet cover
Bath robes
Slippers
Non-Recyclable
Shampoo
Soap
Toilet paper
Moisturizers
Conditioners
What special in room facilities would be needed for
01. Wheel chair customers
02. Visually impaired customers
03. Hearing impaired customers
Wheel chair customers
· wide frames on all door in to and with in room
· open shower
· low peep hole
· low eye level handles fixtures with in room
visually impaired customers
· room number in brailed
All in room literature in Braille
· good lighting
· large foots on literature
· large numbers on in room telephone
· no obtrusive furniture
Hearing impaired customers
· vibrating pillow for work –up-call
· flashing light for visitors[instead of bell]
how should the stains listed below be removed form linen/laundry items
· chewing gum
· ink
· blood
· grease
· coffee
· candle wax
· mildew
· red wine
· lipstick
how should the stains listed below be removed from linen /laundry items
· chewing gum:- hot water leave for a few minutes then removed with hard brush. Then remove with hard brush.
· Ink:-use ink eradicator hotel stain against towel spray closely from behind with aerosol hair spray ink should transfer to towel.
· Blood:-immediately rinse with cool water for dried soaking warm water witty a product canting enzymes lender.
· Grease:-treat with pre-wash stain remover or liquid laundry detergent for heavy stains place stains face down on clean paper towels apply cleaning agent to back of stain replace paper towels of stain freqwentlylet dry rinse and lender using hotel water safe for fabric.
· Coffee:-stretch fabric tautly over a bowel and boiling water from high above.
· Mildew:-bandy mildewed fabric maybe abeyance repair lender stained item using chlorine bleach (it safe for fabric or soak
· Red wine:-use a clean dry cloths the cold water and blot up area can also use a specific remover or banking soda.
· Lipstick:-shaving foam soda glycerin
v TRANCIAN HOTEL
01.CITY HOTEL
· Colombo Hilton Hotel
· Trans Asia Hotel
· Taj Sammudra Hotel
· Galadd
· Clombo plasa Hotel
· Cowtinenal Hotel
· Galle face Hotel
02.AIR PORT HOTEL
· Air port garden Hotel
· Good wood pdaya Hotel
Dealing with complaints
Dealing with guest problems or complaints always requires tack and diplomacy remember that in a way it is better for a hotel if guests do complaints no matter how serious the complaint is each complaints can high light an area of inefficiency about which management might be unaware of once it has been brought in to the open action can be taken.
Adissatisfied guest who leaves the hotel angry about their experience can cause bad publicity particylary through word
This project is for hotel management syllabus shows is objective the objective oh hotel management are given below.
This offering to you more in formation and no defeats about hotel so that you know about the hotel and how to manage the guest I hopes this project is most use full to you.
What Is Hotel
A Hotel Is Place Where You Provide Sleeping Accommodation, Food, Beverage And Various Other Facilities To A Traveler Who Is In A Fit State To Receive And Willing To Pay For The Services Received.
Who Is A Guest
A Guest Is Any Person Who Has Arrived At The Hotel To Use Any Of The Facilities And Services By The Hotel And Willing To Pay The Received.
Facilities Offered By Hotel
01. Accommodation:-
*Stranded Room
*Deluxe Room
*Suite Room
02. Food
03. GYM
04. Recreational Facilities
05. Beauty Saloon
06. Shopping Arcade
07. Beverages
08. Parking
09. Taxi Counter
10. Valet Parking
11. Laundry
12. Health Center/Spa
13. Business Center:-Internet/Email
14. IDD
15. Room Services
16. Mini Bar
17. Foring Currency Encasement
18. Night Clubs
19. Supper Clubs
20. Baneuetes Facility Wedding Seminars Conference.
21. Suwming Fool
Departments In A Hotels
A Hotel Is Divided In To Several Departments In Order To Have A Smooth Operation.
Departments In A Large Hotel
01.Front Office Departments
02. House Keeping Departments
03. Food And Beverage Departments
04. Maintance Departments
05. Account Departments
07. Human Resources Departments
08. Security Departments
09. Purchasing and Stores Departments
10. Kichen Departments
Departments in A Small Hotel
01. Front Office Departments
02. House Keeping Departments
03. Kichen Departments
04. Food and Beverage Departments
05. Maintance Departments
06. Account Departments
Organization Structure Of A Small Hotel
For On Office
Manager
Executive
House Keeping
Executive
Chef
Food And Beverage Manager
Maintained Manager
Accountant
Receptionist
Floor Supervisor
Partied
Chief
Restaurant And Supervisor
Font Manager
Book Keeping
Bell Boys
Room Attendant
Cooks
Stewards
Technicians
Creaks
Manager
General Manager
↓
Room Divisional Manager
↓
Executive House Keeping
↓
Glass waer
01. old fashioned glass
02. roak glass
03.white wine glass
04. Red wine glass
05. Cocktail glassed
06.martiwi cocktail glass
07.double cocktail glass
08.irish coffee glass
09.high ball glass
\
10.hot ring glass
\
11.port glass
12.liqueur glass
13.sherry glass
14.short glass
15.margarita glass
16.pilisonr glass
17.the mixing glass
18.brandy balloon
19.hot ring glass with holder
20.champayne fluters
21.shery copital
22.pimmis muq
23.champayne falip
24. champayne cup
25.bitters bottles
Machinry
26.cup of bowl
27.brandy switter
28.carafe
29.corksrews
30.broken corkextractors
31.pourers
32.coasters
33.the electic blendor
34.the electic drinks mixer
35.liguor measures
36.ice crushers
37.juice extractors
Bar equipment
38.Beer muq
40.Beer tumbler
41.Bottel openers
42.waiters teaye
43.cocktail nap king
44.serviettes
45. straws
46.cocktail sticks
47.the bar spoon
48.cocktail shakers
49.stirrenors and water jugs
50.the strainer
51. champagne pincers
52.ice buekets
53.ice scoops
54.ice tongs
55.fruit tongs
56.fruit kniver
57.fruit cutting board
Cleaning Eqiumpent
01.floor mop
02.casa color floor duster
03.magent mop
04. folds first for storage
05.flex neck scrubber
06.flex neck broom
07.big floor duster
08.exendable microfiber cleaner
z
09.sauccgee set
10.feather duster
11w c brush
12.microfiber string squeegee mop
13.yard broom
14.sweeping broom
15.firm bristle carpet brush
16.cotton mop
17.cotton wall bursh
18.hard bristle toilet brush
19.nylon silk brush
20.dust pan
21.soft hand brush
22.fabric brush
23.upholstery
24.electrical brush
25.carpet brush
26.spotting brush
27.mechanical brush
28.ladder
29.trolleys
30.sprayers
31.vaccum cleaners
32.rotark machines
33.wall mop
34.glass/mirror cleaning
35.wet and dry fickup
c
36.general purpose foor machine
The House Keeping Team
Personal Attributes Of The House Keeping Staff
· Pleasant Personality
· Clam Demeanor
· Honesty
· Physical Fitness
· Sales Man Ship
· Tact And Diplomacy
· Personal Hygiene
· Courtesy
· Memory
· Right Attitude
· Cooperation
· Loyalty
· Punctuality
· Eye For Detail
House Keeping Food And Beverage
01.Room Service food delivery o room
02.in room mninbar servicing
Communication house keeping a security
01. Suspicious packages
02. Room burglaries/theft
03. Fire
04. In room damage by guest
05. Problem or disturbance with in room quests
06. Employee theft
07. Fatalities
08. Uniforms
09. Lost property
10. Safe deposit boxes
11. Problems with keys and doors.
Communication house keeping and sale
01. Quest tours and showground’s.
02. Familiarization trips [farm trips] for staff
03. If room are not clean this will have strong impact on customers stupid faction and sales
04. Guest emplimenrary amenities
05. Media photo shoots.
Communication house keeping and leisure
01. Cleaning of leisure areas
02. Gym
03. Sauna
04. Providing towels for customer’s employee uniforms.
Cleaning equipment
01. Broom: - this is the simplest clanging equipment used in day .today clanging work this consisted and Haney the broom from the handles never rest the broom on bristles after use.
02. Dust pan and hand brush:-these items are used to collect dirt from a surface and transfer them to garbage bin.
03. Mop bucket/cart:-this is a place of mechanical equipment used to squeeze out absorbed water some brats contain. 3/2 bucket
04. Wall mop:-a flat coffin mop head fixed to a telescopic pole, used in dry/well cleaning of high walls.
05. Squeegee:-Rubber blade fixed to a handle used to remove water from a hard surface.
06. Glass/mirror cleaning equipment:-this includes the following glass cleaner applicator with a telescopic pole to apply cleaning solution on glass.
Squeegee to remove cleaning
*solution from the glass
*bucket to carry cleaning solution
07. carpet sweeper:- also known as box sweeper this is suitable for day cleaning of carpets this can remove any particles whish entangles in its brushes this does not remove fine particles of dust.
08. Vacuum cleaner: - used in day cleaning of heavily used carpets. Vacuum cleaner can suck in even the invisible fine particles of dry from the pole of the pet most vacuum cleaners are used only in cleaning dry surfaces.
Types of vacuum cleaner
*cylindrical vacuum cleaner
*duster
*upright vacuum cleaner
*back vacating
09. Wet and dry pick up: - this is also vacuum cleaner addition to cleaning dry surface this can be used b in removing water from a wet surface.
10. General purpose floor machinery commonly known as the floor polis her this can be used in different floor cleaning operation such as scrabbling polishing bugging carpet shampooing.
Cleaning agents are applied using different methods
v Scrubbing
v Water /steam extraction
v Buffing
v Wiping
v Mopping
v Dusting
v Vacuuming
v Polishing
v Spotting
Types of cleaning
01. Daily –room and public arias
02. Weekly cleaning
03. periodic/deep cleaning
Organization of guest room clanging
v Conventional /traditional cleaning
v Block cleaning
v Teem cleaning
v Deep cleaning:-
*window cleaning
*spring cleaning
*Turning mattresses
*shampooing carpets
*pest control
*moving furniture
*cleaning chandeliers
Planning room cleaning
o Efficient
o Systematic
o Thorough
o Necessary
o Cost effective
Public area supervisor
*Head house man
01. Public area house man
02. Clock room attatandance
Public area house man
01. Restaurants and barras.
02. Executive office.
03. Business center.
04. Shopping arcade.
05. Meeting room.
06. Lobbies.
07. Elevators.
08. Basements.
09. Banquet halls.
10. Public cork room.
Types of hotel quest room
01. Single bedded room-
02. Double bedded room-
03. Twin bedded room-
04.King size /quean size bedded Room
05. Tripple Bedded Room
06. Inter –connected Room (family Room)
07. Murphy bet
08. Zed bed
Matters
01. Water mattress
02. Latex mattress
03. Innerspring mattress
04. Foam mattress
05. Orthopedic mattress
06. Hypo-allergenic mattress
07. Plastic mattress
The line room
02.Removing marks and stains
01.Recycling of linen
03. Security of linen
09. Washing during pressing and storing
04. Repairs of linen
Laundry /linen room
08.stock and inventories
05. Collection sorting and counting of linen
06. Dispatch of linen to external contractors
07. Issuing of linen to other department
Linen room equipment and accessories
01.trolleys
02.multipurpose trolleys
03.ledders
04.cupboards
05.racks
06.cupboars
07.Linen bages
08.folding tables
Uniform room equipment and accessories
01.leddeers
02. cupboards
03.racks
04.Linen bages
05.hampers
06.plastic bag
07.table
08.moblie trolleys
09.haning racks
10.hangerd
11.coat burshed
Types of linen
Bed linen
Bed sheets
Pillow casus
Blankets
Bed spreads
Mattress protector
Duvet cover
Eclectic blankets
Quilts
Slippers
Bath room linen
Face towels
Hand towels
Bath towels
Bath mats
Shower curtains
Table linen(food and beverage)
Napping
Table cloths
Slip cloths
Table skirting
Underlay’s
Chair slips
Conference baize
Other linen
Cushion covers
Loose covers
Curtains /draper
Blinds
Method of cleaning
Cleaning glass/mirror
· Prepare a solution.
· If the mirror has a wooden frame clean is first with a damp duster and dries it.
· If the are any wooden frames below the mirror of glass surface cover them with cloth of paper to prevent solution falling on it.
· Damp a clean rag in cleaning solution and wipe the galss surface either and horizontal motin top to bottom.
· Uses newspapers wad and fry the mirror in a horizontal motion from top to bottom.
Mopping (floor-dry)
· Remove any waste bins, mats etc……………
· Place the mom on the floor at the far end of the area to be cleaned and push forward working in parallel lines until. The whole area has been covered. Do not left the mop from the floor until the entire floor has been mopped.
· When turning, fern the mop in half circle and continue pushing forward.
· When the works complete replaces the furniture and cleans the mop.
Moping (floor-wet)
· Place warning signs in position.
· En sure dust is removed by sweeping.
· Place the mop in detergent by solution and wring out thoroughly shake mop head slightly to open it out.
· Work backwards moving the mop from side to in figure of eight action.
· After completing a section soak the mop with fresh water and do the same as above on the already moped area.
· Rinse the mop frequently and change the cleaning solution and ringing water before they become too dirty.
· When work is complete.
*wash rinse and dry the mop.
*empty wash rinse and dry.
*remove wet floor sing when the floor is dry.
Scrubbing a dirty floor
· Make the detergent solution according manufacturers in straitens.
· Position warning singes.
· Remove furniture and sweep the area.
· Mop the edges where the machine has not been able to reach.
· Plug in the most convenient socket then with the flex over the. Shoulder commences scrubbing at a point further from the entrance.
· Gradually walk back wards working with a side motion over lap each. line to ensure total coverage make sure the flex is kept clean of the brushes or pad.
· Dispense a minimum of detergent solution an regular intervals
· Remove soiled solution floor the floor with a wet suction machine of mopping unit.
· Using rinse the floor a clean mopping unit.
· Ensure the floor is as dry as possible after ringing.
· Swarming sings.
· Clean and dry all equipment thoroughly.
Wet shampooing a carpet
This is usually done on a heavily soiled carpet
Step to follow……………..
· Assemble equipment:-floor machine with tank and carpet shampooing brush cleaning agent solution wet pick up hand brush.
· Surround the area and put up warning signs.
· Vacuum the area and do per spotting.
· Clean the edges/corners with a hand brush.
· Pass the shampooing brush over the carpet releasing the liquid with out over wetting the carpet .(start from the far end of the room)
· Remove soiled water using a wet pick up as soon as possible
· After clean the carpet with detergent empty the tank re-filled with fresh water and rinse the carpet with the same machine and dry with a wet pick up machine as soon as possible.
· Once the carpet is complete dry vacuum it to raise the pile.
Room attendants trolleys contribute to the organization and efficiency of work list 15 items that would be found on a room attendants trolley.
01. Cleaning candy
02. Towels
03. Bed linen
04. Stationey
05. Dustbin
06. Laundy bag
07. Dustpan and bag
08. Disinfectant
09. Vacuum cleaners
10. Polish
11. Cleaning cloths
12. Air freshener
13. Room stats report
14. Sharps box
15. Slipper.
Guest supplies in a room
· Stationery with pen
· Sewing kit
· Bible /Koran/gate
· Telephone directory
· Service directory
· Ashtray
· Bedside telephone not pad with pen
· Clothes hangers
· Candles and match box
· Do not disturb card
· Beak fast card
· Laundry forms and bags
· Guest comment forms
· Room service menu and text cards
Guest supplies in a bath room
· Shop mitts
· Soap soap dish
· Toilet rolls
· Toilet tissue
· Blade dish pepper
· Shower cap
· Vanity kit
· Disposal bags
Spirits[Hard Liquor-AC/VO/37%-43%]
MOST COMMONLY USED CHASERS FOR POPULAR SPIRITS
· Whisky-soda/water
· Brandy-dry ginger a/c/cola
· Gin-tonic/codify/lime
· Rum-cola/pain apple/juice
· Vodka- Bitter lemon/orange juice/Tomita juice
· Arrack-soda/water/7up/cola
Types of whisky [according to the country]
· Scotch whisky-produced only in SCOTLAND this is the best and the most popular type of whisky in the world.
· Irish whisky- produced only in Ireland
· Boar bon whisky –Boar bon is the whisky produced in the U.S.A
· Canadian whisky –whisky produced in CANADA
Scotch whisky is graded according to its age such as
· Regular whisky –matured for at least 5 years.
· Premium whisky –matured for at least 12 years.
· deluxe whisky –matured for at least 17 years.
Making the bed
Bed making requires technical. expertise an a hotel be cause of the sheer volume of beds to be made in a given shift if a room attendant has to prevalent standards in a shifts this is in a addition to cleaning the rooms and bathroom it is here that his productivity is deter mined given below are the detailed steps for making the bed.
01. Pull the bed away from the head board by tugging the bed from the foot of the all the beds is hotels are mounted on wheels door easy mameuberlity.
02remove all soiled linen from the bed shakes them out for the any gust articles that may be miss placed in at he folds.
03. Deposit soiled linen hamper ode the maid’s cart.
04. Invert mattress over side and to end to ensure even use every all ternate day. Adjust the skirmishing is that they fall evenly to the floor.
05.shake out thea matterss protectoir and reply it on the mattrees.cgange the protector if soiled or smelling.
06.open out a fresh lower sheet and tuck it securely at the head sides and at the foot of the bed.
08.miter the corners following the sequence shown in the pictures above.
09.open out the fresh top sheet and distribute it evenly on the lower sheet for en sure that the a same line as the linner sheer for even distribution the sheert hem must be evenly pulled up to the head board tuck this sheet at the foot board.
10.open out the blanket and distribute it evenly on the top sheet using the crease as described earlier for even distribution ensure that the blanket eight inches forl the head board to position the pillows and create a fole for the guest slide in.
11.fold the top sheet at the head of the bed over the blanket and fold the blanket and sheet once again.
12.the blanket and the top sheet ara tucked uniformly under the mattredd on both sids snd bed are mitered.
13.fold the corner of the blanket and top sheet as shown as the picture for the guest to easily slide in to the bed (some bote is will do this only during turnjdowm service)
14.cober the pillows with fresh pillow covers fluff the pillows and even out pillow coverc to look full neat and tidy since pillow slips are usually larget than the pillows the excessslip should be neatly folded downuard has the fols should be away from gust view in the turn .down service a berak fast knop is placed on the pilloe.
15.cover the comp;etef bed with a bed spread ensuring it is right side
Up and falling evenly all around the bed to look appealing the bed spread covers must fall to the f;oor in ao ase thetice manner.
16.tuck the bed spreas under the pillows to complete the bed
17.push the bed back towards the head board ensuring that it is aligened.
18.put spare blanket cup on guests requesrt in plastic coveres and store in the top shelf or lower shelf of the wardrobe in the guest room the blankets are foldes in a manner where the hotel logo is at the top/.
What the main recyclable and non recyclable inventory items that is the responsibility of the hall department.
Recyclable
Towel
Face towel
Bath towel
Shower curtains
Pillow casus
Mattress protector
Bed sheets
Duvet cover
Bath robes
Slippers
Non-Recyclable
Shampoo
Soap
Toilet paper
Moisturizers
Conditioners
What special in room facilities would be needed for
01. Wheel chair customers
02. Visually impaired customers
03. Hearing impaired customers
Wheel chair customers
· wide frames on all door in to and with in room
· open shower
· low peep hole
· low eye level handles fixtures with in room
visually impaired customers
· room number in brailed
All in room literature in Braille
· good lighting
· large foots on literature
· large numbers on in room telephone
· no obtrusive furniture
Hearing impaired customers
· vibrating pillow for work –up-call
· flashing light for visitors[instead of bell]
how should the stains listed below be removed form linen/laundry items
· chewing gum
· ink
· blood
· grease
· coffee
· candle wax
· mildew
· red wine
· lipstick
how should the stains listed below be removed from linen /laundry items
· chewing gum:- hot water leave for a few minutes then removed with hard brush. Then remove with hard brush.
· Ink:-use ink eradicator hotel stain against towel spray closely from behind with aerosol hair spray ink should transfer to towel.
· Blood:-immediately rinse with cool water for dried soaking warm water witty a product canting enzymes lender.
· Grease:-treat with pre-wash stain remover or liquid laundry detergent for heavy stains place stains face down on clean paper towels apply cleaning agent to back of stain replace paper towels of stain freqwentlylet dry rinse and lender using hotel water safe for fabric.
· Coffee:-stretch fabric tautly over a bowel and boiling water from high above.
· Mildew:-bandy mildewed fabric maybe abeyance repair lender stained item using chlorine bleach (it safe for fabric or soak
· Red wine:-use a clean dry cloths the cold water and blot up area can also use a specific remover or banking soda.
· Lipstick:-shaving foam soda glycerin
v TRANCIAN HOTEL
01.CITY HOTEL
· Colombo Hilton Hotel
· Trans Asia Hotel
· Taj Sammudra Hotel
· Galadd
· Clombo plasa Hotel
· Cowtinenal Hotel
· Galle face Hotel
02.AIR PORT HOTEL
· Air port garden Hotel
· Good wood pdaya Hotel
Dealing with complaints
Dealing with guest problems or complaints always requires tack and diplomacy remember that in a way it is better for a hotel if guests do complaints no matter how serious the complaint is each complaints can high light an area of inefficiency about which management might be unaware of once it has been brought in to the open action can be taken.
Adissatisfied guest who leaves the hotel angry about their experience can cause bad publicity particylary through word
