2nd Sem | Accommodation Operations | Solved Papers | 2013-2014

Q.1. “A clean lobby is the first moment of truth that guest experiences in the hotel and this leaves lasting impression on him”. Explain the importance of keeping the lobby clean. Explain methods employed to keep lobby clean.

Require continuous cleaning because of heavy traffic and because they are the first impression creators for the guest. These are areas provided as a common meeting point for guests near the reception. Many lobbies are a hub of activities where guests check in, socialize, relax, meet visitors etc. These are also heavy traffic areas.

Some way for making a good impression of lobby are as follows:

Keep high traffic areas clean: You know the areas in your reception area that see the most foot traffic.  These are the areas to keep an eye out for soil or other stains that can detract from the overall appearance. One of the best lines of defense is an entrance mat for your lobby. These are perfect for trapping dirt, debris, and moisture carried in from outside.  Mats can also be customized to include your company’s logo – adding to your lobby’s professional appearance.

Keep HVAC clean and working properly: Other than visual cues, customers rely on their sense of smell to tell them how clean an area is.  If your office has a musty smell be sure to have the HVAC system cleaned regularly.  Office deodorizers are also a pleasant way to have a client enter into a pleasant smelling lobby.

Dust, Dust, Dust: Keeping tables, lamps and nicknacks in the lobby free from dust is also an important part of leaving clients with a good impression.  As clients wait for appointments they have a chance to look around the lobby and may notice dust and unclean items first.  Make dusting a weekly ritual.

Windows: If your lobby has lots of windows you will want to maintain them regularly.  Smudges, fingerprints and streaks can detract from the sun shining into your lobby.

Making sure your lobby sets the tone for your client’s experience with you and your company.  Regular maintenance from employees or a professional cleaning company can set you apart by making a positive impression right from the start

Cleaning methods for lobby:

Daily Morning Cleaning(Hourly):

The daily tasks should be scheduled so that the lobby may be cleaned with the least inconvenience to guests.

• Empty and clean ashtrays, sand urns, and wastepaper baskets
• Glass surfaces and windows should be cleaned with a proprietary glass cleaner
• Wipe telephones
• Polish railings and door knobs
• Any stains on the carpet or upholstery should be removed immediately
• Lights and lighting fixtures should be checked daily and cleaned weekly.
• Damp dust Furniture. Occasional tables should be cleared and cleaned frequently during the day.
• Straighten furniture
• Telephones must be damp dusted with a disinfectant solution and wiped dry with a dry duster.
• Vacuum clean carpeted areas`
• Mop hard floors
• Flower arrangements should be attended to daily and indoor plants watered as required.

Daily Evening Service:

Same as morning service but due to increase in activity levels in the evening the H/K attendant has to be alert and act faster. The frequency of cleaning increases with the activities in the function halls. The attendant has to keep damp dusting the area. Ashtrays and waste paper baskets need frequent emptying and cleaning.

Night Service:

A major load of scrubbing of floors be they marble or mosaic, is undertaken at night – With the help of a floor scrubbing/ maintenance machine. The areas are scrubbed portion wise and cordoned off so that the passing guests are not discomforted by slippery surfaces. The floors after being scrubbed clean are polished carefully to give them the necessary scaling and shine.

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Q.2. What is the importance of guest room inspection and how it should it be conducted? Support your answer with relevant format.

Guest Room Inspection: This is a planned systematic process in which guest rooms are checked for cleanliness and maintenance. Inspection programs may take many forms. In some properties rooms are checked randomly in others all rooms are checked daily. Inspections are done by supervisors. Each floor supervisor is responsible for a set of rooms and should be aware of the current status of each room assigned to them. The supervisors inspect guest rooms keeping in mind that their last look will be the guest’s first look.

Importance of Guest Room Inspection:

• It helps to maintain housekeeping standards.
• Room inspections keep guests safe and secure.
• Guest room inspection help us keep good working order of facilities.
• The room inspection reminds housekeepers of any missing items.

Purpose of Guest Room Inspection:

• To catch any problems that may have been over looked during cleaning before the guest does.
• Quality cleaning jobs need to be identified at this stage and appropriate personnel recognized, acts as a motivational tool.
• Inspection not only helps in identifying problems with cleaning but also helps Identify areas that require deep cleaning.
• Identify maintenance problems.

Room Inspection Procedure:

• Guest Rooms are checked after they have been cleaned by the Room Attendant.
• The Housekeeping supervisor checks the room & makes sure the room is ‘Zero Defect’. The supervisor checks the room keeping in mind his last look will be the Guest’s first look. For inspecting rooms, the housekeeping supervisor should have ‘an eye for detail’.
• Systematic procedure should be followed while inspecting the room, to make sure that no part of the room gets neglected by the supervisor. So the room inspection checklist is developed by the Executive Housekeeper.
• The inspection of the room is either done in clockwise or anti clock wise.
• While checking the supervisor fills the room inspection checklist.
• The inspection checklist is filled for all the rooms assigned to the floor supervisor.
• The checklist is submitted to the Control desk supervisor/ Executive Housekeeper at the end of the shift.
• EHK may randomly check the room & evaluate the performance of the floor supervisor (checking the rooms by EHK would also reflect the authenticity of the inspection checklist filled by the Floor Supervisor).

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OR Explain in detail the types of mattresses used in hotel guest rooms.

TYPES OF MATTRESS:

Spring Mattress: These mattresses have an inner layer of springs between layers of insulation and padding. The springs may be tied together with wire or helical hooks. Usually they are well padded with layers of cotton, coiled hair, rubber, or plastic foam, and the whole unit is then tightly covered with a strong fabric called ticking. They vary in depth from 12-22 cm approximately. Their quality and price depends upon the number and gauge of the springs, the type of padding, and the quality of the ticking. Gauge determines firmness & support. The lower the number the thicker the spring.

Air Mattress: An air inflated mattress well-known brand.

Advantages:

• Cushion of air can adjust to increase the comfort of body.
• Level of firmness can be controlled.
• Some airbeds have independent chambers & trizone system.
• They don’t need to be turned
• They are very light.
• They are sometimes connected to an electric air pump
• The portable version of an air bed can also be rolled up and packed, so is meant for travel or temporary guest use.

Foam Mattress: These mattresses are made from synthetic rubber/plastic that is whipped into foam with a chemical setting agent while in a semi-liquid state and poured into heated moulds. In the moulds, the foam gets shaped, set, and vulcanized without losing any of its tiny air cells. A good foam mattress may be about 10 cm deep (minimum) and have layers of foam, with the firmest layer at the bottom and the softest at the top. They normally have a right and a wrong side. These mattresses are extremely resilient, they regain their original shape rapidly after being lain on, and therefore require no turning.

Water Mattress: These resemble interior-sprung mattresses in appearance. Well~ designed ones have water-filled cells in the center of the mattress. These cells are covered with vinyl—covered urethane foam and the perimeter of the mattress has a row of inner spring coils that are meant to provide support to a person sitting on the edge of the bed. The cover fabric can be removed—there is a zipper along the top of the mattress, so that the cells can be serviced as necessary.

• Water filled mattress distributes your weight & avoids pressure spots. Special water bed conditioner is used to condition the mattress & prevent bacteria. Sometimes have an in- built heater. Two concerns about waterbeds are:
• One can feel seasick.
• Mattress may burst.

Solid Stuffed Mattress: These mattresses are made by filling a fabric with padding. The padding may be in the form of animal hair, cotton, kapok, wool, or coir. All stuffed mattresses are prone to attack by moths and other pests. They are also absorbent and require frequent turning when in use. They may also require frequent re-making as they tend to sag easily. For these reasons, hotels offering quality service do not opt for these mattresses.

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Q.3. What is the order of cleaning a checkout room that a room attendant should follow?

Making up of a Checkout Room/Departure Room:

PROCEDURE FOLLOWED IN ENTERING THE GUEST ROOM

1. During Hotel Guest Room Cleaning always knock the door announcing Housekeeping.
2. If there is no answer, after 15 seconds knock the door again the second time announcing Housekeeping.
3. If there is still no answer, use the master key to open the door announcing Housekeeping and enter the room while knocking.

Departure Guest Room & Bathroom Cleaning:

When a guest releases a room and leaves the hotel that particular room is known as ‘departure room or check-out room.’ The housekeeping department has to clean the room, get the room ready so that the hotel can sell that particular room to some other guest also.

The following are the steps how to clean a departure room for guest room cleaning;

1. Switch off the room air- conditioner or heating. Remove all the curtains and open the windows for airing the room
2. Remove soiled linens from bed and bath. Shake out the linen to ensure that guest articles are lost in the folds of the linens.
3. Check for maintenance requirements and report the same to the control desk and enter in the room checklist.
4. Contact room service to remove extra trays and glasses.
5. Turn the mattress side –to side on succeeding days followed by end –to end turning. Smooth out the mattress and air it.
6. Clean the carpet with the help of vacuum cleaner or carpet brush.
7. Empty all the ashtrays and waste paper baskets.
8. Clean the bathroom and replenish all the required supplies is also a part of guest room cleaning.
9. Collect all the old newspaper and magazines which the guest has left over and keep in chamber maid’s trolley.
10. Use stiff upholstery brush or vacuum cleaner on upholstered furniture arms backs and seats.
11. Replace all the stationery as prescribed by the management. The number of items must exactly be as per standard.
12. Dust and replace each item on the dresser and desk. Special attention must be given to the display of publicity materials as prescribed by the management.
13. Clean lamp shades with a clean duster. Lift lamp and clean under the base. Replace lamp if damaged and adjust the shade.
14. Disinfect the telephone in the room and bathroom with the Dettol Wipe balance of the telephone with a damp cloth. Then check for dial tone.
15. Clean mirrors with a dry cloth first then with a damp newspaper, to make it sparkling.
16. Dust all the closet, shelves hangers and rods. Brush the closet floor. Supply new laundry bags and replace the missing hangers
17. Dust both sides of the room doors, head boards, window sills inside and outside the window rails air conditioning unit.
18. Close all the windows.
19. Change the bed linens and bath linens.
20. Arrange the furniture if necessary.
21. Have a final look at the room.
22. Inform the desk control the room is ready and guest room cleaning is done.

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OR Explain the difference in cleaning of an occupied room and a vacant room.

Cleaning of an Occupied Room:

The cleaning of an occupied room follows the same steps as a departure room except a few points like

Open the curtains, arrange neatly, and adjust lighting: In case of any maintenance problem take permission of the guest and call engineering person from the pantry phone. Make sure the problem is described well so the person arrives well prepared and on time

Empty and clean the ashtrays and dustbins in the room: Old newspapers and papers used by the guest should not be thrown until guest permits

Make the Bed: In the occupied room the bed is made immediately so as to avoid any inconvenience to the guest. If the guest has placed the “do not change bed sheets” card on the bed, then bed should be made up using the same linen. Guest clothes lying on the bed fold them neatly and place them in the wardrobe

Cleaning inside the drawers and cupboards: Do not open chest of drawers since the guest has his personal belongings.

Dusting and cleaning all furniture: Hang the clothes in the wardrobe /fold and keep properly on a chair. Arrange shoes and slippers. Clean under guest belongings and neatly rearrange – on the writing table, coffee table.

To clean mirrors and pictures.

Replenish room complimentary and supplies.

Clean the Mini Bar: Note consumption and replenish, it this is the room attendants’ job as per hotel policy

Removal of stains from carpets, Walls and Windows

To vacuum clean the carpet/mopping the floor: Before leaving the room, draw the curtains and draperies. Adjust the AC temp as per standard

BATHROOM CLEANING:

Clean the bathroom and replenish all the required supplies is also a part of guest room cleaning. Take a quick glance of the room to check is everything is in place. Leave the room locked.

 CLEANING OF A VACANT ROOM:

A vacant room is one which has not been let last night i.e., there is no guest in the room

Vacant rooms are serviced in the morning by 0730 hrs. Since it is room in which turn down service was given the last evening the room attendants full jobs will have to be done to convert it to a day-ready room. The Housekeeping personnel should also check for illegal occupation in the night.

1. Open the curtains and arrange correctly
2. Put Off the bed side light
3. Remove the breakfast Door Knob Order Card from the pillow and replace it on the bedside table ledge or writing table drawer
4. Convert night bed to a day bed
5. Change the newspaper
6. Change the drinking water
7. Dust all the furniture, bath and washbasin as well otherwise when water is put in a dust film can form
8. Flush the toilet (WC)
9. If a room is vacant for several days, then:

• Wash the bathroom floor.
• Vacuum clean the carpet/mop the floor.
• If there is a balcony or terrace, Wash the floor.

Q.4. Categorize VIPs. What are the amenities and giveaways provided to the VIPs?

VIP stands as acronym for VERY IMPORTANT PERSON. VIP’s are categorized into 4 different groups, according to the degree of their importance: VIP 1, VIP 2, VIP 3, VIP 4. The more important ones are termed as VVIP, including personalities like the president of India.

VIP 1: They are heads of states, ministers and celebrities.

VIP 2: These are president and CEO’s of large companies, the management and directors of the hotel itself, well known personalities and other high ranking officials

VIP 3: These are regular repeat guests of the hotel and people known personally to the management or directors of the hotel

VIP 4: These may be the HWC (Handle with care) guests and certain groups of people known to the hotel managers

AREA	VIP 1	VIP 2	VIP 3	VIP 4
Wardrobe	Ironing board with iron Massager/fitness equipment Bath robe (Personalized /Initialized) Extra Hangers Toweled slippers	Ironing board with iron Massager/fitness equipment Bath Robe Toweled slippers	Optional: Ironing board with iron	Optional: Ironing board with iron
Mini-Fridge	Full Bar complimentary i.e. Whisky, Gin, Vodka, Rum, Different types of Beer, Breezer,  Sparkling Wine, Soft drinks , Assorted Juices, Aerated drinks, Tonic water, Sparkling water, Soda, Chocolates( LYNT)	Partial Bar complimentary i.e. Beer, soft drinks and Sparkling water	Mineral water	Mineral water
Writing Table	Personalized stationary-  Extra stationary provided Personalized PC with complimentary Wi-Fi	Initialized stationary Personalized PC with complimentary Wi-Fi	Initialized stationary Complimentary Wi-Fi
Coffee Table/ Dinning Table	Assorted cookies and biscuits Assorted Nuts and dry fruit Assorted chocolates Assorted pastries Cheese platter Large fruit basket Large flower arrangement	Assorted cookies and biscuits Assorted chocolates Medium fruit basket Medium flower arrangement	Assorted cookies and biscuits Assorted chocolates Small fruit basket Small flower arrangement	Cookie platter Chocolates Small fruit basket Small flower arrangement
Vanity Counter	Dental Kit Shaving Kit Assorted Soaps Perfume/ Cologne	Dental Kit Shaving Kit Assorted Soaps Perfume/ Cologne	Dental Kit Shaving Kit Assorted Soaps
	Welcome drink on arrival	Welcome drink on arrival	Welcome drink on arrival	Welcome drink on arrival
	Sleep Aids	Sleep Aids	Sleep Aids	Sleep Aids
	Jacuzzi and complimentary spa	Spa  Voucher	Spa  Voucher	Spa  Voucher
	One time Free Meeting room	One time Free Meeting room( hours as per hotel policies)
	Pick up and drop – Airport	Pick up and drop – Airport	Pick up and drop – Airport

 

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OR Name different types of pests found in hotel atmosphere. Explain how pest control is carried out in hotels.

TYPES OF PESTS:

• INSECTS-COCKROACH, TERMITE, BEETLE, FLEAS
• ANTHROPODS-SPIDER, ANTS. TICKS
• RODENTS-RAT, MICE
• MICROBIAL ORGANISMS – BACTERIA

NOTE – A Species may be a pest in some situations and not in others.

CATEGORIES OF PESTS:

• CONTINUOUS: Always present and require regular control
• CYCLICAL: Which require control occasionally
• POTENTIAL: Do not require control under normal conditions but may require control in certain circumstances.

REASONS FOR PEST CONTROL:

1. Guests set annoyed and horrified. They fear that the area may be dirty.
2. Impression of the hotel.
3. Deterioration of the property.

PEST CONTROL GOALS:

1. Prevention: Keeping a pest from becoming a problem.
2. Suppression: Reducing pest numbers or damage to an acceptable level.
3. Eradication: Destroying an entire pest population.

Note: Threshold Level: These are the levels of pest population beyond which pest control action should be taken to prevent the pest in an area from causing unacceptable injury or harm. These are also known as “Action Threshold”

GENERAL PREVENTIVE MEASURES

1. A clean well ventilated environment cuts down possibility of pests.
2. Remove waste as early as possible.
3. Periodic and spring cleaning.
4. Good building maintenance.
5. Eliminating potential breeding sites
6. Pest control
7. Frequency of pest control
   • Alternate days, spraying of insecticides, open areas
   • Fortnightly, spraying of insecticide in front of the house, back of the house and floors
   • Once in six months/year, Fumigation, entire areas including rooms and kitchens.
   • If at any time, there are signs of infestation special treatment is done in the specified area to prevent its spread.

7. Flies, mosquitoes, ants and moths can be killed with spray insecticides. This can be done when guest is not there in the room and well before service in bars and restaurants. Entry to these is also prevented by double doors at all entrances and exits. Also use of air curtains.
8. Spray of special insecticides against flying and crashing insects.
9. Fumigation at regular intervals eliminate the pest
10. Against mosquitoes there are small electric machines which heat up; a special tablet placed on it gives off a vapor that kills them.
11. On terraces, one can use mosquito coils.
12. Curtain open air restaurants supply a spray which one can spray on legs or arms to deter mosquitoes.
13. Hotels with large gardens usually spray the garden areas against flies in the morning and against the mosquitoes in the evening.

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Q.5. How would you organize storage for lost and found articles? Design a format for lost and found slip to be attached to the article.

Storage are of 3 Types:

1. For valuable item
2. For Non-valuable item
3. For Perishable items

Lost and found items are classified as follows:

1. Valuable items.
2. No valuable items.
3. Perishable items.

Valuable Items:

• One separate Register is maintained for Valuable lost and found items and the items are kept in a safe Deposit Locker.
• Valuable items are kept for a period of six months (as per the hotel policy),
• If there is no response from the guest, auction to be conducted.

Non valuable items:

These category items are kept for three months in safe custody after making necessary entries. If there is no response from the looser till the time, these items are to be disposed off. Eg: To be distributed to the finder.

Perishable Items:

• Perishable nature lost and found items are kept for three days.
• In case of any query and need to keep further is to be done accordingly.

Hotel Logo Lost & Found Slip Sr. No. – 0892

Date: Place: Time: Finder’s name: Article Found (Description) Guest’s name, address & contact number Article claimed (Date & Claimed by)

Signature of the Desk Attendant

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OR Explain the importance of maintaining “KEY CONTROL” to ensure safety of guest.

The aim of key control systems is to automate access control and safety within an organization, while providing greater accountability, efficiency and reliability. Key control systems also help to prevent asset loss, and help you avoid the costs associated with re keying locks.  As threats from both outside the company and within grow in intelligence and adaptability, its essential to ensure your systems are set up to rigorously to protect from any illegitimate activity.

It’s also possible with some systems to limit access to specific keys for a specified time, allowing an entirely controllable and customizable security system. Being able to adapt the system to fit your operational needs is just one criteria to consider when evaluating key control system providers.  Types of Keys found in hotel are –

Emergency Key:

• Opens all doors in the property, even double locked
• E Key overrides the catch or deadbolt put on by the guest
• Should be well protected
• Stored in a secure place such as hotel safe, or metal cabinet
• GM or Security Officer have the access
• Used in case of emergency such as fire

Master Keys:

Grand Master Key:

• Opens all the guest rooms and often all HK Storage room
• Can be used in Emergency situation when it is vital for a manager to enter some area
• It is kept under lock & key at front desk
• Can open Double Lock

Mater Key/Pass Key:

• Kept with the Asst. Housekeeper/ Deputy Housekeeper
• Open all the guest rooms except Double Lock

Floor Master Key:

• Open the rooms in a floor
• Cannot open Double Lock
• Floor keys are carried by the supervisor assigned to a floor

Section/ Sub Floor Master Key:

• Open rooms in one Work Section
• Cannot open Double Lock
• Assigned to HK attendant cleaning one section

Guest Room Keys:

• Issued to guest upon their registration
• Opens single guest room
• Cannot open Double Lock
• Guest are asked to hand in their keys at the time of check out
• Keys are stored at the front desk in the key rack (away from the view of passerby)

Supply Key:

• Used within the service sector of the hotel

Key Card System:

• Many hotel uses key card system
• Plastic card look like the credit card with magnetic strip are used as key card
• The system uses a computer that codes the cards to lock & unlock the doors
• Rather than re keying the door locks in case of loss of keys, the computer is used to create new room lock codes for each room
• Master keys may be easily created & destroyed through the computerized card system

Types of Key Card:

• Random number card
• Punched key card
• Magnetic key card
• Electronic lock

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Q.6. Differentiate between (any five):

(a) Bath Sheet and Bath Towel

S. No.	BATH SHEET	BATH TOWEL
1.	Bath Sheet is expensive	Bath towels are less expensive than bath sheets.
2.	Bath sheets are larger in size.	Bath towels are shorter than bath sheet.
3.	Bath sheets are perfect for wrapping around your body, but are too big to wrap around your hair.	Bath towels are highly versatile, and can be used to dry off and wrap around your hair.
4.	Bath sheets can be used in standard sized towel bars and racks, but because of their size are more likely to be found hanging from a hook on the back of your bathroom door.	Bath towels easily fit on all towel bars and racks.

 (b) Guest Essentials and Guest Expendables

S. No.	Guest Essentials	Guest Expendables
1.	Guest essentials are regarded as those items which are certainly for meeting the guest requirements and to improve the service.	Unlike guest essentials, guest expendables are planned to be used up by the guest.
2.	Some guest essentials are: Clothes hangers, ashtray, DND signs, bins, shower mats, etc.	Some guest expendables are: Stationary, toilet tissue, bath soap, laundry tickets, disposal slipper, etc.

 (c) Shower Curtain and Sheer Curtain

Shower Curtain: The shower curtain has two main purposes: to provide privacy and to prevent water from flooding or spraying outside the shower area. Shower curtains usually surround the bath inside the tub or shower area and are held up with railings orcurtain rods high on the wall or ceiling.

Sheer Curtain: A sheer curtain is the type that allows the lightest through the fabric, which also means it offers the least privacy. If held up to your face, it’s possible to see completely through the fabric. Sheer curtains are sometimes paired with opaque drapes for a more formal look, as well as additional privacy after dark.

(d) Studio Bed and Murphy Bed

Studio Bed:

Murphy Bed: A Murphy bed, also called a wall bed, pull down bed, or fold-down bed, is a bed that is hinged at one end to store vertically against the wall, or inside a closet or cabinet.

(e) Junior Suite and Parlour

Junior Suite: Junior Suite is most commonly defined as a room that features a separate living-sitting area (although not a separate room), in addition to the bedroom.

Parlour: A room used primarily for conversation or the reception of guests: such as.

• A room in a private dwelling for the entertainment of guests.
• A conference chamber or private reception room.
• A room in an inn, hotel, or club for conversation or semiprivate uses.

(f) Stay Over Room and Out of Order Room

Out of Order Room – The room cannot be assigned to a guest. A room may be out-of-order for a variety of reasons including the need for maintenance, refurbishing, and extensive cleaning.

Stay Over Room – It is a room where guest is not expected to check out today and will remain at least one more night.

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Q.7. Define briefly (any ten):

(a) Front of the house: The term, “front of the house,” refers to all actions and areas that a customer will be exposed to during their stay.

(b) Log book:  It is an Important register in housekeeping department used to pass information or message to another shift staff.

(c) Foyer:  Foyer is an entrance lobby of a hotel.

(d) Dutch Wife: It is a sewing kit provided as a guest amenity.

(e) Lanai: Lanai is a room overlooking landscaped area, a scenic view of a water body or a garden, may have a balcony.

(f) Service Elevator: Service elevators are actually regular passenger elevators that have been outfitted with utility cabs and floors, and are usually in an “employees only” of a commercial building.

(g) Valet bag: Bags used by guest to send their soiled clothes to the laundry, this bag is taken by laundry valet or attendant.

(h) Coverlet: A coverlet(earlier cover lid) is a fabric covering spread, usually for a bed. Specifically, the term “coverlet” may refer to a: Woven coverlet, a bed covering used in the United States from the colonial period to the mid-19th century. Duvet cover.

(i) Solarium: a room equipped with sunlamps or sunbeds which can be used to acquire an artificial suntan

(j) Breakfast Knob Card:  Card hung by guests on the knobs of guest room doors to pre order breakfast at night so that the order reaches the staff on time and the guest is not disturbed for placing the order early in the morning

(k) Crinkle Sheet: A distinctively woven sheet used to cover and protect the blanket. It is now called a third sheet.

Q.8. Write short notes on any two:

(a) Turn down Service 

It is also known as Evening service. Bed linen is turned down for sleeping. Some procedures are:

1. Stand by the side of the bed and remove the bed cover in a threefold manner. Place it in the credenza or on the wardrobe top shelf.
2. Remove the tuck – in of the top fold i.e. crinkle sheet, blanket and second sheet. Remove from the side of the telephone.
3. Give a one third fold to this edge and make a neat 90-degree angle
4. Place the pillow in the right manner.
5. Place good night card, chocolate, pillow menu etc. as per house policy near the pillow
6. Place the Breakfast knob order card on the bed side table.
7. Place slippers on the foot side of the bed.

(b) Computerized key Card

Computerized key cards have replaced traditional metal keys. These keys are programmed by computers and look like credit cards and are also known as CARD KEYS. They can have magnetic strips at the back of the key card, or some have punched holes which are programmed. The computer codes the cards to lock and unlock the doors. The computer creates new room lock codes for each room. Batteries with a life of several years power the microprocessor and card reader, within the lock. When batteries are running low, an indicator flashes light. The batteries are charged again to operate normally. Key cards are programmed to operate at a number of access levels. The access level depends upon the designation of the staff.

 (c) Guest Loan Item

Guest loan items are the equipment which a guest needs commonly and given to the guest on request. Housekeeping is responsible for making an inventory for this. They need to track the items to make sure that they are returned back to them. Some of the guest loan items are irons, ironing boards, sewing kit, Hair dryer, Electrical shaver, Curling irons, Cribs, etc.

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Q.9. Give reason why:

(a) The maids cart is placed in front of the open door facing into the room while cleaning a guest room?

The maids cart is placed in front of the open door facing into the room while cleaning a guest room because it helps in preventing unauthorized entry into the room and pilferage from the trolley and also you have all necessities at hand.

(b) The room occupancy chart is prepared?

Room Occupancy chart helps to compare how busy the property is month to month, or year to year. Can help with budget forecasting for the next year. Also We can know about the detail of total no. of occupied room.

(c) Before taking a guest room under repair, front office approval is required?

If front office approves the room then room doesn’t allot to any guest without checking the room status. To ensure efficient rooming of guests, both housekeeping and front office must inform each other of changes in a room’s status. Knowing whether room is out of order (OOO), under repair, or similar for proper room management. That’s why front office approval is required.

(d) Turkish is preferred for towels?

Turkish are preferred for Towels because they are very easy to carry anywhere. They are lightweight and compact. Turkish towel is extremely soft, absorbent and fluffy.

(e) Bed board is used under the mattress?

A bed board is usually made of a solid piece of wood or wood slats inside a canvas cover. A bed board is a large, flat board that you put under the mattress to make the mattress firmer. It also keeps the mattress from sagging.

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Q.10. (A) Expand the following:

(a) SB: Scanty Baggage

(b) DNCO: Did Not Checkout

(c) HWC: Handle with Care

(d) D/L: Double Lock

(e) UR: Unreserved

(B) Fill in the blanks:

(a) JACUZZI are whirlpools in which alternative jets of warm water bring about therapeutic effects.

(b) Publicity cards placed in the guest rooms are called TENT CARD.

(c) SANI BIN are small metal or plastic container with lid kept in toilets to collect soiled sanitary towels.

(d) LUGGAGE RACK is the furniture items provided in the guest room for placing the guest luggage on it.

(e) WHITE ANT/WOOD-ANT is the other name for termites.