HOSPITALITY

INDUSTRY
 Hospitality Industry

 The hospitality industry is one that is

primarily focused on customer satisfaction.
For the most part, it is built on leisure or is
luxury-based, as opposed to meeting basic
needs. Hotels and resorts, cruise lines,
airlines and other various forms of travel,
tourism, special event planning, and
restaurants all generally fall under the realm
of the hospitality industry.
Three Categories of Hospitality
Industry
Food and Beverage
 In hospitality, food and beverage reigns supreme. It is the
largest element of the hospitality industry and can take
the form of high-end restaurants, fast-food eateries,
catering establishments and many other manifestations.

 Bars
 Restaurants
 Cafes
 Room Service
 Banquet
Travel and Tourism
 Another chief segment of the hospitality business encompasses
transportation. This includes airlines, trains, cruise ships and the
staff for each. Flight attendants and cruise staff function as food
servers and hoteliers in their efforts to provide food or drink and a
comfortable experience. Travel and tourism requires knowledgeable
employees in information technology, and they are also considered a
part of hospitality. Destinations such as amusement parks draw
thousands of people, all of whom want to benefit from great
customer service while enjoying a memorable adventure.

 Airlines

 Cruise ship
 Trains

 Leisure center
Accommodations
 Hotels, bed and breakfast enterprises and other places offering
lodging represent a broad segment of the hospitality industry. Your
business' focus on providing lodging should integrate comfort,
efficiency and attentive customer service as its foundation.
Travellers value thoughtful treatment and simple amenities. When
they feel appreciated and catered to, your guests will tell others
about their experience and may become repeat business.

 Hostels

 Hotel

 Motel

 Resort
 Pineapple Tradition
 It is being served during fine dining among European
royalty and aristocrats; hence it became a symbol of
royal treatment and welcome.
The pineapple has enjoyed a rich and romantic
heritage as a symbol of welcome, friendship, and
hospitality. It was displayed at the doors or on gate
posts giving public notice to friends and
acquaintances.

Since its introduction it is internationally recognized as

a symbol of hospitality and a sign of friendliness,
warmth, cheer, graciousness, and conviviality.
INTRODUCTION TO
HOUSEKEEPING
 Introduction to Housekeeping
 Every house, whether private, like yours, or commercial like
offices, shops, hotels, hospitals, clubs, etc., needs to be kept
clean and tidy, so that it looks inviting to all. This is where
housekeeping comes in. Cleaning and maintenance services can
be spotted very easily anywhere.
 The basic concept of housekeeping has started from keeping a
domestic houseclean and has gradually come to maintaining high
standards of cleanliness and maintenance at commercial levels.
Besides this , housekeeping should also contribute to the saving
in costs of labor, cleaning material and equipment, furnishings
and the like in every type of establishment.
 Role of Housekeeping

 The Housekeeping is responsible for overall

cleanliness of the establishment and helps the
other departments to get more business and
earn profit.
 The Executive 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 housekeeping staffs are the eyes and ears of the

management.

 To get a repeated customers, the hotel must provide

excellent service, room’s furnishing must be spotlessly
clean, the air odor free etc.
 The Executive housekeeper and the supervisory team
always looks forward to find out eligible employees and
train them properly to get maximum output.

 To stay top in hotel competition field the hotel executive

must be always in touch with the new products in
market, new cost saving devices and accessories.

 In order to meet the expected arrivals of the day, the

housekeeping dept. should inform the front office with
proper information about the ready room. No hotel
would like to provide a room to their guest in an unclean
condition.
 Cleanliness is important for health and also for well
being. One can clean by a dirty method but one has to
be taught the clean and the right method.

 An international guest is more serious about cleans and

discipline. So he wants utmost cleanliness everywhere.

 Proper room service and supplies like laundry and dry

cleaning services, the guest will feel like that the hotel
is valuing him and it will create a comfortable
impression.
 In most hotels the major part of revenue comes from
the rooms. A room empty for one night is a loss for the
hotel. Cleanliness may be a reason for low occupancy.
This simply shows the importance of cleanliness.

 From the cleanliness of the lobby, restaurant, public

area, public area toilets and also from the state
cleanliness of the staff uniform a guest can judge a lot
about the hotel the result of which may be positive or
negative.
 Types of Housekeeping

 1. Domestic Housekeeping

 2. Institutional Housekeeping
 Domestic Housekeeping
 It refers to housekeeping maintenance in a house. It
covers bedrooms, kitchen, dining, recieving area, grounds
and the surroundings areas within the house.

 The lady of the house, usually the wife/mother or the

caretaker acts as the head housekeeper. She is responsible
for keeping the household in proper order. She sees to it
that the rooms are clean and well maintained, floors and
furniture properly polished, soiled dishes are throughly
washed and that linens are properly washed, pressed and
safely stored. She also manages food preparation and
dining service.
 Institutional Housekeeping
 Applies to housekeeping maintenance commercial lodging establishments
like hotels, resort, inns and apartels.
Institutional Housekeeping usually covers the following:
 Guests rooms
 Hallways and corridors
 Lobby

 Public areas and restaurant

 Offices

 Stairway

 Grounds and plants

 Linen and laundry area
 Pest control
 Scope of Housekeeping Maintenance
1. Maintenance of Public Areas to include:

 Lobby
 Corridors
 Function rooms
 Offices
 Grounds and garden landscape
 Reception area
 Hallways
 Other areas accessible to public
2. Rooms Maintenance, covering:

 Guestrooms
 Hallways in guestroom areas
 Service station
 Linen room
3. Linen and Laundry Service, servicing:

 Guest Laundry
 Uniform of staff
 Linen used for food/beverage operations
4. Installation, cleaning and maintenance of fixtures
and facilities like furniture and appliances.

5. Pest Control
 Importance of Housekeeping

 Housekeeping is a department that deals essentially with

cleanliness and all the related works that attached to it.

 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.
 Housekeeping in a hotel provides the accommodation
for the guests. A guest spends more time alone in the
room than he spends alone in any other part of the
hotel, therefore he can check on the standards of
cleanliness of a room and he doesn’t find it clean then
he would loose his confidence in the hotel and change
over to another one.

 Cleanliness is very important for health. No one cannot

feel comfortable in a room if it is unclean and not well
ordered.
 If guest requests, the housekeeping provides second
service to the them.

 Other services provided are laundry, dry cleaning, pressing,

shoe polishing, valet service etc.

 The facilities provided for guest should be superior quality

and hygienically cleaned as the guest is going to touch his
body. Dirty linen is unforgiving in any hotel. Before the
next guest comes into the room, the pillows and mattress
as well must be checked by housekeeping staffs
 The maximum revenue comes from the sale of rooms,
therefore stress must be paid to proper cleanliness of
guest rooms and all public areas which are in continuous
contract with the guests.

 Cleanliness involves health which is happiness in our life,

therefore its not something to be ignores at our homes as
well as at our work place.
What does a room mean to a guest?

 Comfort

 Security

 Privacy

 Convenience

 Cleanliness and hygiene

 Effects of Good Housekeeping
 Eliminates accident and fire causes.

 Provides the best use of space.

 Keeps inventory of materials to a minimum.

 Helps control property damage.

 Guarantees a good workplace appearance.

 Reduces the amount of clean-up.

 Signs of Poor Housekeeping
 Poorly arranged work areas
 Untidy or dangerous storage of materials
 Dusty, dirty floors and work surfaces
 Items that are in excess or no longer needed
 Tools and equipment left in work areas instead of being
returned to proper storage places
 Broken containers and damaged materials
 Overflowing waste bins and containers
 Spills and leaks.
 Standard of Good Housekeeping
1. Cleanliness
2. Orderliness
3. Sanitation
4. Guests and Clients’ Comfort
5. Eye Appeal
6. Safety
7. Materials Control and Preventive Maintenance
8. Guest Relations
 Cleanliness
 Allareas are immaculately clean, corner-to-corner, top
to bottom including surfaces.
 Closets, cabinets and storage areas are also kept
clean.
 Furnitureand fixtures are properly dusted; doorknob
and metal fixtures are polished with right metal polish
 Windows and glass panels are dusted and polished.
 Floors are vacuumed, polished or shampooed when
necessary.
 Grounds are free of liters and dirt.
 Orderliness
 Facilities and fixtures are properly arranged and installed
in their appropriate location.

 Room amenities are properly installed in appropriate

location

 Beds in guestrooms are made up properly, linens are

mitered and wrinkle free.
 Sanitation
 The whole area is free from all sources of bacterial
contamination such as un-disposed garbage and leftover,
stagnant water, etc.

 Wet garbage containers are underlined with plastic liner and

covered; trash and waste are disposed regularly.

 All items for personal use of guests and which come in contact
with the body like linen, cutleries, glasses, etc. are sanitized
to protect guests/users from bacterial contamination.
 Glasses that are installed in guestrooms are covered or
wrapped in to protect them from dust and contamination.

 All areas inside the building are protected from pest

infestation and are regularly fumigated.

 Cleaning and disinfecting tools are stored away from food.

 Chemicals are labeled and stored away from food.

 Guests and Clients’ Comfort

 Rooms are properly ventilated and lighted.

 Guests are not disturbed by noise and other forms of

distractions.

 There are sufficient amenities for the comfort of guests

like linen, toilet tissue, soap dispenser with liquid soap,
drinking glass, etc.
 Eye Appeal
 Ambiance is soothing to the eyes, not dim or dull.

 There is a suitable interior design and proper blending of

colors.

 No eyesore can be found at the front of the house like

lobby, hallways, reception areas, etc.

 Wall decors are posted eye level.

 Safety
 Offices, conference rooms, social hall, and public areas
are free from safety hazards like open electrical outlet,
dangling wires, damaged tiles, slippery floors, broken
chairs.

 Guestrooms are checked for safety hazards during the

room check.

 Building is provided with all required safety facilities like

ventilated fire exits, emergency alarm, fire extinguisher,
luminous safety sign etc. Safety standards prescribed
under the building code are strictly enforced.
 Safety instructions during emergencies are available in
guest rooms.

 The hotel or building is prepared for any emergency, has

a well organized safety or emergency procedures
emergency brigade.

 All staffs are trained on emergency procedures.

 Trained roving guards are available in hotels to check

movements in guestrooms and to insure the protection of
guests.
 Materials Control & Preventive Maintenance
 There is a designated budget for supplies and materials.

 Consumption of supplies is always monitored. Excessive

consumption is determined and reported.

 Par stock requirements are established and maintained;

regular requisitions are made.

 Supplies and materials are consumed within the limits of

the budget.
 All appliances and equipment are regularly checked for any
damaged and maintained in a safe, working condition to avoid
accidents.

 Losses, damages and equipment breakdown are properly

reported, documented and accounted for and investigated.

 There is a regular inventory of supplies and materials.

 Negligence and recklessness of staff in the use of equipment

and supplies that result to damage or accident are reported
and subjected to disciplinary action.
 Guest Relations
 Requests and concerns of house guests and clients are given
prompt and proper attention.

 Staff exhibit warm and pleasant disposition in dealing with

guests.

 Tact and courtesy is observed in dealing with customers

complaints.

 Customers feedback and concerns are logged down and

discussed for corrective action during meetings.
 There is accurate and appropriate response to
inquiries/request.

 Service providers go out of their way to render extra

service to guests.

 Guests with special problems like the sick, intoxicated

ones, etc. are given necessary assistance and support.