UNIT 5- CLEANING SCIENCE

Cleaning is carried out for the following reasons:-

a) Aesthetic appeal – The environment is made visually attractive and appealing

b) Hygiene – Effective, frequent cleaning controls, the growth and reproduction of pathogenic bacteria and other germs.

c) Maintenance – Surface and articles, however good in quality will have a long and functional life only when they are cleaned on regular basis.

d) Safety – Cleaning is done for safety against health hazards, fire hazards and slip hazards.

 

Types of soil:-

a) Dust- This is composed of loose particles deposited from the air. It contains both organic (human and animal hair, dead skin cells, plants) and inorganic (sand, dry earth) matter.

b) Dirt – This implies dust held together firmly by moisture or grease on rough surfaces.

c) Tarnish – This is a discoloration or deposition on a metal or alloy surface caused by chemical reaction with certain substances found in air, water and food stuffs. Different types of metals get tarnished when they are exposed to air (copper gets a greenish color called ‘verdigris’).

d) Stain – This is discoloration caused on a hard or soft surface by a substance containing dyes, proteins, acids or alkalis. Stains cannot be removed by routine cleaning process. It must be removed as soon as they occurred, by using solvents to dissolve it or an acid or alkaline to neutralize it.

e) Foreign matters-These may be dead flowers, contents of wastepaper basket and ashtrays, as well as stains from the deposition of foreign substances (as opposed to the result of a chemical reaction).

f) Grime: dirt ingrained on the surface of something.

 

Nature of soil:- All the above types of soil may be categorized under at least one of the following heads, depending on the nature of the substance responsible.

a) Inorganic or mineral:    A homogeneous chemical element or compound, solid, liquid or gaseous substance, having a chemical composition resulting from the inorganic processes of nature.

b) Organic:     A substance that has a plant or animal origin. Organic compounds are basically hydrocarbons i.e. they essentially contain the elements like carbon, hydrogen & oxygen.

c) Cosmological:  these are substances containing either organic or inorganic matter that emit an unpleasant odor.

d) Bacterial:  some soils may contain live bacteria or their spores, which may cause diseases or infections.

e) Entomological:     These soils harbor insects, especially those that are carriers of disease & infection.

Principles of cleaning:-

These are the basic rules to follow in any kind of cleaning activity, whatever the nature of surface or the soil

· All soil should be removed

· Soil should be removed without harming the surface being cleaned or the surrounding surfaces

· The surface should be restored to its original state after the cleaning process

· The simplest method should be tried first using the mildest cleaning agent

· Cleaning should proceed from high to low wherever possible

· While wet cleaning or polishing the floor, the cleaner should walk backwards while cleaning in front of him

· Suction cleaning should be preferred over sweeping wherever possible

· Sweeping should be done before dusting and dusting before suction cleaning

· Stains should be removed as soon as they occur

· The cleaner should take all safety precautions while cleaning. In particular, cleaning agents and equipment should be stacked neatly to one side.

· The cleaner should start cleaning from the farthest end of an area working towards the exit.

 

Methods of cleaning:-

MANUAL METHODS	MECHANICAL METHODS
a) Sweeping b) Dusting c) Damp Dusting d) Moping e) Scrubbing f) Polishing	a) Suction Cleaning b) Buffing c) Polishing d) Burnishing e) Scrubbing f) Stripping

 

· Sweeping: This is done to collect dust when the floor surface is too rough for a dust mop

· Dusting: This is fine, dry powder consisting of tiny particles of earth or waste matter lying on the ground or on surfaces or carried in the air.

· Damp dusting: This is the most preferred way of cleaning in hotels as surfaces can be wiped as well as dusted, removing any stick or dirty mark at the same time.

· A suitable lint-free cloth at the correct level of dampness should be used so as to avoid leaving any smears.

· Moping: This is the preferred way to remove dust, sand or grit from the floor

· Scrubbing: This is the process to remove dirt, grime, etc. from something by hard rubbing while washing/ cleaning.

· Polishing: This process uses soft pad or brush to remove some soil and put the shine back on the surface.

· Buffing: In this process surface is rubbing with a piece of soft material in order to make it shine.

· Suction cleaning: Vacuuming with high-filtration machines to remove dry-soil form the surface.

· Burnishing: This process uses an ultra-high-speed floor machine (1500-2500 rpm) to restore a deep gloss to the floor finish.

· Stripping: This refers to completely removing old wax, soil and debris found on the surface.

 

Cleaning and Hygiene Principles

The housekeeper must follow the given principles while cleaning −

· Carry out the cleaning procedures in sequence. Say, sweeping → Dusting → Mopping/Suction Cleaning → disinfecting → Air Freshening.

· Must take care while cleaning and polishing; not to damage various surfaces and hamper their appearance.

· Should start cleaning from extreme inner end continuing towards exit.

· Should park the chambermaid’s trolley such that it leaves space for corridor traffic.

· Must take proper precautions while handling cleaning equipment, detergents, and guest luggage.

· Must remove hard water stains and spider webs as soon as they occur.

· Must never use guest room linen for cleaning or blocking room entry.

 

Safety and Security Principles

The housekeeper must follow the safety rules mentioned below −

· Protect their body from harmful chemicals by wearing thick gloves.

· Protect their eyes by wearing masks or goggles if required.

· Must use of caution sign to mark wet floors.

· Clean spilled liquids immediately to reduce chances of slipping.

· Handle cleaning chemicals carefully while transporting, disposing, or refilling the containers.

· Mix any chemicals required in the presence of proper ventilation.

· Must not open unlabeled chemical containers.

· Use swivel head mops to avoid inappropriate body posture while cleaning.

· Wear close toe-non slip footwear while working.

· Use appropriate body postures while working to avoid cramps.

· Request for peer assistance while moving heavy loads such as furniture.

· Report to the supervisor in case of any accident due to mishandling of flammable liquids or otherwise.

 

Frequency of Cleaning-Cleaning tasks may be divided according to the frequency of their scheduling, which depends upon:

· The level of soiling,

· The type of surface,

· The amount of traffic,

· The type of hotel, and

· The cleaning standards set.

· The greater the amount of soiling, the greater will be frequency of cleaning carried out.

Cleaning tasks are carried out as per one of the following frequency:-

· Daily Tasks

· Periodic Tasks

· Special cleaning Task

· Spring cleaning Task

1. Daily cleaning task: These are routine operations carried out on a day-to-day basis by the staff of the housekeeping department. These include the regular servicing of guestrooms, cleaning of bathrooms and toilets, suction-cleaning of floors and floor coverings, and so on.

2. Periodic cleaning task: These are carried out on a weekly, monthly, quarterly (every three months), half-yearly or annual basis. These may include the polishing of metal surfaces, dusting of hard-to-reach areas, and so on.

3. Special cleaning task: Spring-cleaning is a special type of periodic cleaning. Some of the usual periodic tasks in a hotel include the shampooing of carpets, washing of walls, cleaning of chandeliers, and stripping and polishing of floors.

The higher the standards required, the greater is the task carried out daily and greater the amount of soiling, the greater will be frequency which is carried out.

 

Design Features that simplify Cleaning

1. Smooth textures; straight, neat, and smooth lines; and medium toned colors are some of the design features in a surface that make for easier cleaning.

2. Surfaces with these features collect less dust compared to surfaces with rough textures, intricate raised patterns, and grooves.

3. Medium-toned colors show less dirt than surfaces of darker or lighter shades.

4. Furniture should be so designed that cleaning under and behind them is easy.

5. Furniture on castor wheels and glides are easily movable, making cleaning under and behind them easier.

6. Bed frames should not have a raised edge. Though raised edges help to keep the mattress sunk in place, they may graze the hands of GRAs badly during bed-making.

7. With regard to carpets, the shorter the carpet pile, the easier the cleaning.

8. Upholstery too should have the minimum of decorative features such as buttons, gathers, etc.

9. Surfaces such as solid wood are now being substituted by laminates wherever possible.

10. While solid wood requires regular buffing and polishing, laminates are low-maintenance surfaces.

11. A regular damp-dusting is usually sufficient for laminates. The drawback of laminates is that they lack the richness and elegance of solid wood.

12. Wood surfaces are stain-resistant and long-lasting, and are a boon to housekeepers as wooden surfaces become fairly easy to maintain with the use of these polishes.

13. Another high-maintenance surface that requires constant polishing is brass.

14. Brass becomes easily tarnished, and more so in coastal climates.

15. Laminated brass surfaces are easier to maintain as they do not require regular polishing, and should be preferred in hotels.

 Video link (for reference)

 

 

 

Semester I: UNIT 3-GUEST ROOMS

TYPES OF HOTEL ROOMS AND ACCOMMODATION

The guest room is the main product of a hotel as it contributes to more than 50% of the total sales. Guestrooms in a hotel have a role in the image building of the hotel. Guests may stay in a hotel for pleasure, convenience or from necessity. Whatever the reason for the stay, they will always expect a certain standard of service and comfort. It used to be customary to have rooms of more or less than the same standard throughout the property, but the trend is changing now. Guests are now being offered a choice of more expensive rooms with upgraded facilities. Hotels now offer a wide variety of rooms catering to the needs of different types of travelers.

 

Types of Rooms

1. Double bed Room: A room with a Double bed meant for two people.

2. Twin bed Room: A room with two single beds meant for two persons.

3. Suite room: A connecting one or more bedrooms. It is the most expensive type of room Main features of a suite:-

(i) Larger size: more rooms and more privacy.

(ii) More facilities like refrigerators, T.V. etc.

(iii) Elaborate furnishings and maybe a particular view

There are various types of suites −

· Regular Suite −Best for business travelers

· Penthouse Suite –It is more luxurious than the regular suite. It is provided with access to terrace space above the suite. It is aloof from the crowd and provides a bird’s eye view of the city. It has all the amenities and structure similar to a regular suite.

· Presidential Suite −The best possible suite in the hotel.

4. Duplex: A set of rooms not on the same level connected by an internal stairway generally a parlor/studio at the lower and a bedroom at the upper level.

5. Inter-Connecting Rooms: Two rooms adjacent to each other having interconnecting doors allowing entry to other rooms, may be locked from either end and discontinue use of interconnecting doors. |

6. Pent House Suite: A set of rooms situated on the terrace level, a part of which may be open to the sky

7. Adjoining Room: Two or more rooms with or without interconnecting doors and are on the same level.

8. Cabana −This type of room faces a water body OR a swimming pool. It generally has a large balcony.

9. Studio −They are twin adjacent rooms: A living room with sofa, coffee table and chairs, and a bedroom. It is also equipped with a fan/air conditioner, a small kitchen corner, and a dining area. The furniture is often compact.

10. Lanai −This room faces a landscape, a waterfall, or a garden.

11. Sico −This is a kind of multipurpose room, which can be used as a meeting room during the day and as a bedroom during the night. These rooms have special beds called Murphy bed that can be folded entirely against a wall. This bed may or may not have a headboard. The lower face of the bed which becomes visible after folding or placing upright has a decorative wall paper, mirror, or a painting. After folding the bed, the room can accommodate seating for five to ten people.

 

 

 

 

ROOM STATUS

1. VACANT-Any room vacated by a guest that has been made up (cleaned) and ready to be sold again is considered “vacant”. Different status of vacant rooms is as follows:

·  V-Vacant

· VC-Vacant Clean

· VD-Vacant Dirty

· VCI-Vacant Clean Inspected

2. OCCUPIED: A Room which is either physically occupied by a guest or bears a sign of such an occupied, such as luggage or toilet articles is considered “occupied”. Different status of occupied rooms is as follows:

· OC - Occupied clean

· OD - Occupied Dirty

· ONL-Occupied No Luggage

3. CHECK-OUT: A Room that is reported vacant from previous occupancy but still requires make-up, i.e., bed unmade, bathroom used, etc. is considered check-out. Abbreviation for this status is C/O

4. SLEEP-OUT: A room which appears occupied without the bed having been slept-in. It will be the responsibility of the Housekeeping Department to inform the Front Desk of a “sleep-out”. Abbreviation for this status is S/O

5. OUT OF ORDER: It is typically used when a room is being renovated; undergoing repairs, or cannot be used. Rooms placed Out of Order are unavailable to sell, and are deducted from inventory. Abbreviation for this status is OOO/OO.

6. VERY IMPORTANT PERSON (VIP): Any room indicated as a “VIP” Room requires special attention and any special “extras”. Abbreviation for this status is VIP

7. SPECIAL ATTENTION: Any Room that requires special attention. Abbreviation for this status is SA

8. DO NOT DISTURB: Any Room that has a privacy light ON, which indicates that the guest does not wish to be disturbed. Abbreviation for this status is DND

9. OUT OF SERVICE: It is used to place a room in short term maintenance mode. Out of Service rooms do not deduct from inventory, which means the room will still show in the statistics as a valid room to be sold. Abbreviation for this status is OS
10. DOUBLE LOCK ROOM: The guest room door is locked from inside two times so that no one can enter it. But such rooms have no privacy light ON. Abbreviation for this status is D/L

11. COMPLIMENTARY ROOM -The room is occupied by the guest is not be charged for the use. Abbreviation for this status is Comp.

12. STAYOVER ROOM- The guest is not checking out today and will occupy the room for at least one more night

13. SCANTY BAGGAGE - The guest has very light luggage that could be carried away in his hand without indicating the departure. Abbreviation for this status is SB

14. SLEEPER / Not cleared - The guest has settled his account and left the hotel but the front office staff have failed to properly update the room status. Abbreviation for this status is NC

15. NO LUGGAGE / No baggage - The guest is staying in the room but with no luggage. Abbreviation for this status is NL or NB

                                                                      Layout of Suite room

GUEST ROOM SUPPLIES

Guest room supplies are those items which are given to the guest during their stay at the hotel room, for their convenience and comfort and which are not chargeable. There are several categories of supplies ranging from conveniences and services to luxuries. They are grouped as:

1) Guest amenities: this refers to all the luxury items that a hotel provides to the guest at no extra cost.

E.g. coffee maker, bathrobe, flowers, bathroom amenities (bubble bath essence, moisturizer, etc.)

2) Guest Expendables: Guest Expendables are those supplies that are expected to be used or taken away by the guest on leaving the property. E.g. laundry bags, match box, toilet tissue, face tissue, bath soaps, etc.

3) Guest essentials: These are items that are essential to the guest room but are not used up or expected to be taken away by the guest. E.g. cloth hangers, ash trays, TCM kettle, drinking glasses, etc.

4) Guest Loan Item: Hotels stock certain items which they loan to the guest. Example:-electric shaver, hair drier. These items which are provided to the guest should be noted down in the house keeping office and collected back again when the guest checks out from the hotel. Items like ironing boards, hair driers, alarm clocks, cribs, voltage adapters extra bed are also the example of guest loan item.  

Standard Guest Room Amenities and their placement:

Guest supplies include all the items that are conducive to the guest’s comfort and convenience. Many hotels follow a common pattern in placement of guest supplies in their rooms. Starting from the guest room door-

Ø AMENITIES OF  BED ROOM

Behind the main room door:

· Door knob cards (DND card/ make my room card/ collect my laundry card) placed on the door knob from inside of the door.

· Fire exit map highlighting ideally affixed behind the door.

In the wardrobe:-

· Electronic safe

· Hangers  (coat hanger/skirt hanger/ soft hanger)

· Bathrobe (may be)

· Laundry/ dry cleaning bags and the list of laundry/ dry cleaning facilities and charges

· Shoe tray with shoe shine/shoe mitt/ shoe horn and bathroom slipper

On the mini-bar Shelf/ cabinet:-

· Mineral water bottles and glasses with coaster

· Percolator (TCM kettle)

· Cup, saucer and spoon

· Mini-bar bill holder

· TCM supplies (sugar, milk, coffee and sugar free in sachet; and tea bags)

· Mini bar supplies-in/on the cabinet(on chargeable basis)

On T.V. table;-

· T.V. Programmer

· House magazine and travel magazine (may be)

On the study table:-

· A guest stationery folder with monogrammed note papers, envelopes, post cards with hotels picture, guest comment card, Letterheads, house rules and regulation cards along with pen or pencil, room service menu and hotel directory.

· Telephone

· Tent cards giving information about special events.

· A candle on a candle stand

· In drawer-Breakfast knob card and sewing kit (may be)

· Dustbin with liner-under the table

On the coffee table:-

· Flower Vase

· An ashtray and match box

· House magazine and travel magazine (may be)

Bed Side table:-

· Telephone

· Notepad and a pen

· In Drawer-Breakfast door knob card and sewing kit (may be)

· Local telephone directory is placed on the lower most shelf

· in the same location a Bible/ Geeta/ Quran

Linen on the bed:-

· Mattress protector

· Bed sheets

· Blanket/Duvet.

· Night sheet/Crinkle Sheet

· Pillow cases

· Bed cover / bed throw

 

Ø AMENITIES OF BATHROOM:-

On The Vanity Unit

· Monogrammed soaps, shampoo bottles, moisturizers, shower cap, bath gels, gargle glass, tissue box, dental kit and shaving kit.

· Candle on a candle stand

· Ashtray and match box

· Bud vase Near the Water Closet

Near WC

· Toilet roll

· Sanitary bin with Sanitary/ disposable bag

Near The bath tub

· Bath mat

· Soap

· Towels

Linen

· bath towels

· Hand towel

· Face towel

· Bath mat

· Bathrobe (may be , behind bathroom door)

 

VIP handling: very important person (VIP) rooms are always given priority for service. The front desk should give advance information to housekeeping about the arrival of any VIP, so that the reserved room will be thoroughly cleaned and VIPs amenities will placed in advanced by housekeeping department.

 

VIP guest room amenities-With the standard room amenities there are certain extra complimentary amenities kept in the guest room. These amenities may vary from hotel to hotel and/or categorization of VIPS’s considered by the hotel.

Single lady traveler amenities- Pink linen, silk gown, Personalized Hotel designed shopping bag, sewing kit, vanity kit (emery kit, body oil, body talc, face wash, face cleanser, face tonic, foot cream, nail polish remover, nail cutter, lip balm, safety pin, face tissue), loofah, cotton balls, aroma oils, full-length mirror, make-up mirror, gin and vodka (in minibar), jewelry box (on bedside table), disposal bag (nearby WC or in sani-bin)

 Some other items provided on request by the housekeeping department:- The items provided on request are given to the guests when they ask for them. These are the supplies apart from regular supplies required by some guests. These are often provided as guest expendables. Some of them are alarm clocks, combs, cribs or cradle, disposable diapers, electric blankets, extra blankets, first aid medical kits, hot water bag, pillow, raised toilet seats (for kids), sanitary napkins, tampons, wipes etc. 

Reference VIDEO (source YOUTUBE)