B.

Sc IN INTERIOR DESIGN LECTURE NOTES FOR VI SEM

HOUSEKEEPING AND MANAGEMENT II

HOUSEKEEPING IN RESTAURANTS, PUBS, NIGHT CLUBS, SNACK BAR ETC.

The Cleaning and up keeping of areas like tables, chairs, changing linen and some light
vacuuming is generally done by the restaurant staffs during restaurant operational hours, And
the housekeeping staffs are responsible for the thorough cleaning of restaurants and all dining
areas after working hours.

Cleaning of Restaurant / Dining Area Cleaning:

 Restaurants and dining areas have to be cleaned daily before their opening time and as
and when requested by the restaurant staffs.

 Collect all the cleaning items required for particular Outlets.

 Collect the dining area keys from the security department.

 Turn on the lights so you know what you are doing clearly.

 During morning time open the drapes and blinds to allow the natural light.

 Observer the entire area to plan the work.

 Before starting to clean the restaurant the public area attendant should move all the
chairs from the table and make room for proper cleaning.

 Vacuum the entire carpeted area and upholstery.

 If any food spills are found on carpet then follow the do the spot cleaning as per the
standard procedure.

 If the floor is not carpeted, sweep and mop the floor.

 Clear the garbage from the service station.

 Dust all the furniture in the Restaurant.

 Polish the furniture if required.

 With a feather duster, dust all the high ceiling, niches, pictures/artwork, and corners.

 Clean and disinfect telephones.

 Wipe the side stations and host stations.

 Dust the Point of sales terminals with appropriate cleaning supplies.

 Polish brass/copper items whichever is present with the proper cleaning supplies.

 Clean the mirrors/windows, as and when required.

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 B. Sc IN INTERIOR DESIGN LECTURE NOTES FOR VI SEM
HOUSEKEEPING AND MANAGEMENT II

 All maintenance should be immediately given to Engineering Department/ control

desk.

 If any lost and found items are found then inform the Housekeeping control desk /
hotel security.

 Collect all dirty table linens and replenish.

 Replenish cleaning linen supplies on a daily basis.

 Return the keys to the security department.

 Fill the cleaning report / register and submit to the housekeeping control desk.

HOUSEKEEPING IN PUBS

Cleaners are responsible for cleaning all areas of the pub thoroughly, with the key aim of
providing an outstanding customer experience through delivering excellent standards of
cleanliness, and remaining friendly and professional at all times.

Some key responsibilities of the role of a Cleaner are:

 Maintaining a high level of customer care

 Cleaning all floors, seating, furnishings, tables and shelves
 Dusting and polishing all fittings, ornaments and pictures
 Collecting and disposing of waste from all rooms
 Cleaning and disinfecting all toilet areas
 Adhering to the cleaning rota as allocated by the management team

Housekeeping teams focus on making sure that every customer has a comfortable and
enjoyable stay in our lodges.

Housekeepers work closely with our Receptionists, so that any special instructions are acted
on. They conduct daily room checks, making sure that stocks of tea, coffee and toiletries and
that rooms are clean and well presented. To be a successful Housekeeper you need to be
efficient and a good multitasker!

The Head Housekeeper does all of this too, but also makes sure that the rest of the
Housekeeping team are working effectively and efficiently. They delegate responsibility for
tasks to ensure that tasks are completed before the deadline.

EMERGENCIES THAT CAN ARISE IN SUCH SPACES

In a hotel the front office department has to face so many emergencies such as lost and found,
fire in the hotel, death, accidents, vandalism damage to property by resident guest drink guest
and theft. The front office should be able to handle such critical cases and so they should
have knowledge and skill, otherwise it causes a great loss to the hotel.

LOST AND FOUND

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B. Sc IN INTERIOR DESIGN LECTURE NOTES FOR VI SEM
HOUSEKEEPING AND MANAGEMENT II

This is a term used in hotel 'parlance' to refer any item temporarily misplaced or lost by a
guest, traced later by hotel staff. Such articles are handed over to the house keeping
department, who maintains a special locker for the same. If the items belong to guest who has
checked out, then a letter is sent out to the forwarding address furnished on the registration
card. If no reply is received within a specified time period, the article may be given away to
the staff members who found the article.

If last guest belongings are found in public areas and the guest is still residing in the hotel,
then the housekeeping keeps such articles such time when specific enquiry is made at the
front office or lobby. In this case the guest should be required to give a description of the
article before it is shown to him, because it make possible to relate the lost articles to the right
person.

THEFT

In most hotels there is the possibility that dishonest staff will remove all hotel property, be it
food, bed, linen, towel, etc. for their own use. The security of these hotel properties has the
responsibility of each departmental head. A frequent stock taking and spot checks are
essential not only to establish quantities of items in stock, but also to monitor unusual loses
which might point to staff theft.

In most COMMERCIAL SPACES there is a staff entrance to the premises and a clock in
system were by each staff is required to punch a card upon arrival and departure from his or
her work showing the time of duty. The timekeeper will also act as a watchman to see that
nothing expect the staffs personal property is removed. From the hotel and may have the right
to check workers bag and basket to open parcels carried out of the hotel and to call the
manager or security officer if necessary.

Where it is possible to minimize theft from the hotel by the staff 'souvenir hunting' by when
guest recognize to practice most hotel budget for the lose of such items as cloth hangers,
ashtrays, bed sheets, towels, toothpick stand, flower vase, etc. But loss of the towel, bed
sheet, table lamp, pictures, flowers and any other movable objects become costly to the hotel.
It is not possible to institute a search of each department guest luggage. But upon entering a
vacated room a chambermaid will know immediately that such items are missing and security
staff or the management can be alerted, often before guest leaves the hotels. Some hotels may
accept the loss of less expensive items of good will especially in their hotels where such theft
is minimal. When most guests challenged will usually relinquish those objects, which have
been packed in their luggage, often claiming it was a careless use on their behalf. Police
action is not advisable. The hotel staff approaches the situation with tact and firmness the
matter can be resolved.

BOMB THREATS

It is an unfortunate fact that no hotel regarding of its size and situation emerge from the
frightening advent of the 'Bomb scare'. Most bomb threats are made by telephone and it is
generally the telephone operator or receptionist who receives them. The operator should be
trained how to bear with such situation. He should write down the exact words, spoken by the
caller and rate the sense and any accent, which by notice, able. Any background noises to the
call might assist the police in training its place of origin. The operator should calmly tell the
calls that the hotel is occupied and detonation of a bomb would cause death or injury to

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B. Sc IN INTERIOR DESIGN LECTURE NOTES FOR VI SEM
HOUSEKEEPING AND MANAGEMENT II

innocent people. A fellow member of staff should be alerted to listen in to the call, in case the
operator might miss something or important.

The general manager or the duty manager and the security officer should be notified
immediately. Under expert guidance or search for the device will commence. It must be left
for experts to move and defuse. In case of serious bomb it is necessary to evacuate all guest
and staff from hotels. Once the building has been cleared of all staff, guest and visitors no
one should be allowed to re-enter until the all clear signs is given by the authorities.

FIRE IN THE HOTEL /PUB/NIGHTCLUB

As soon as the fire is detected and intimated to the front desk, the first thing to do is to inform
the telephone department. In most hotels the telephone department plays the vital role of
alarming the hotel. In, smaller hotels, which have the telephone function, merged with the
front office operations the procedure would be to call the fire department in the city for help.
The front office should alert all guest and inform them to use the staircase and not the
elevator. The telephone exchange should always be manned during the fire to felicitate
communications from one point to another. If the front office staff has to get actively
involved in the fire procedures then they should search each room thoroughly, especially
under beds or in closets or bathrooms to ensure that no guests are left behind. They must
guide the guest through the staircase, and help in extinguishing the fire by the use of
appropriate fire extinguishers (foam for electrical fires and oil fires, water for general fires,
and so on).

DEATH

In case of death, the front office should inform the general manager, the security officer and
call for the hotel doctor of that locality. The general manager may decide to call the police,
the body must be removed by the staff entrance and the room scaled till all police formalities
are ones. People known to the discard are contacted through address entered on the
registration card.

ACCIDENTS

The house doctor should call immediately on phone and informed to the nature of the
accident and the condition of the guest. The doctor‟s instruction must be followed
immediately. Swabbing wounds with cotton wool and applying a coagulant such as iodine,
alcohol, spirit or just plain mates or after-shave lotion must stop bleeding. If a fracture is
suspected the guest is not moved till the doctor arrives. Burns are to be treated with creams
meant for the purpose.

VANDALISM

The front office staff must call the hotel security and order the main door to be locked. If the
things get out of hand the police must be called.

Damage to property by resident guest

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B. Sc IN INTERIOR DESIGN LECTURE NOTES FOR VI SEM
HOUSEKEEPING AND MANAGEMENT II

The front office cashier is instructed to raise charge for the value of damages to property. A
responsible guest will never argue but if the object he must be referred to the general
manager.

DRUNKEN GUEST

It is time that a drunken guest should never be argued with. He must be politely led away
from the public areas either in to an office or his room. If he is boisterous or behave
unusually the hotel security must be called.

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