2nd Sem | Accommodation Operations | Solved Papers | 2017-2018

Q1. Draw a neat layout of a suite room in a five star hotel and label the areas.

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OR Explain any ten types of rooms available in hotels.

1. Standard Room: A basic room with essential amenities, typically featuring a single or double bed, a private bathroom, a television, and a small seating area. It’s the most affordable option in most hotels.
2. Twin Room: A room with two separate single beds, suitable for friends or colleagues traveling together. Amenities are usually similar to those found in a standard room.
3. Double Room: A room with one large double bed, designed for two people sharing a bed. Double rooms generally offer more space than standard rooms and are perfect for couples.
4. Triple Room: A room with three separate beds, which can accommodate up to three guests. This type of room is ideal for small families or groups of friends traveling together.
5. Suite: A spacious room with separate living and sleeping areas, offering additional amenities and services, such as a kitchenette, dining area, and sometimes a separate bedroom. Suites are more luxurious and expensive than standard rooms.
6. Connecting Room: Two separate rooms connected by a private door, allowing guests to move between the rooms without going through the hallway. Connecting rooms are great for families or large groups who want to stay close to one another.
7. Accessible Room: A room specially designed for guests with disabilities, featuring wider doorways, grab bars in the bathroom, and other accessibility features.
8. Executive Room: A room designed for business travelers, offering additional amenities like a work desk, high-speed internet access, and access to an executive lounge. Executive rooms often provide a higher level of service and comfort.
9. Cabana Room: A room located near the hotel pool, offering direct access to the pool area. Cabana rooms often feature private terraces or balconies overlooking the pool, making them ideal for guests who want to enjoy the poolside atmosphere.
10. Theme Room: A room with unique decor and design based on a specific theme, such as a specific era, culture, or fictional setting. Theme rooms offer a distinctive and memorable stay for guests seeking a unique experience.

Q.2. Write step-by-step bed making procedure for morning service in hotel.

1. Gather supplies: Ensure you have fresh bed linens, pillowcases, and any additional items required for the specific room type.
2. Remove used linens: Carefully remove used bed linens, pillowcases, and any additional items that need to be replaced. Place them in a laundry bag or bin for washing.
3. Inspect the mattress and bed frame: Check for any stains, damage, or signs of wear. If necessary, report any issues to your supervisor.
4. Adjust the bed frame and mattress: Make sure the mattress is aligned correctly on the bed frame, and the bed frame is stable and secure.
5. Place the fitted sheet: Lay the fitted sheet on the mattress, ensuring it is the correct orientation, and secure it by tucking the corners under the mattress.
6. Place the flat sheet: Lay the flat sheet on top of the fitted sheet, with the top edge about 6 inches (15 cm) from the head of the bed. Make sure the sheet is evenly spread and smooth out any wrinkles.
7. Tuck in the flat sheet: Tuck the bottom edge of the flat sheet under the mattress, starting at the foot of the bed and working your way towards the head. Tuck the sides of the sheet under the mattress, creating crisp, neat corners.
8. Add the blanket or duvet: Place the blanket or duvet on top of the flat sheet, aligning the top edge with the top edge of the sheet. Tuck the bottom edge under the mattress, and fold the top of the blanket or duvet down about 6 inches (15 cm) to reveal the flat sheet.
9. Tuck in the sides: Fold the sides of the blanket or duvet under the mattress, making sure it is evenly spread and creating clean, crisp corners.
10. Fluff and arrange the pillows: Remove the used pillowcases and replace them with fresh ones. Fluff the pillows by giving them a few firm pats and place them at the head of the bed.
11. Add decorative items: If the room has decorative pillows or throws, arrange them neatly on the bed to create an inviting and visually appealing presentation.
12. Final inspection: Take a step back and examine the bed, making sure it is neat, tidy, and free of wrinkles or creases. Ensure the bed linens are properly aligned, and the pillows and decorative items are arranged attractively.

By following these steps, you can provide an impeccable bed making service for guests during their morning service in a hotel.

OR Explain types of mattress used in guest room.

1. Innerspring Mattress: The most common type of mattress, featuring a system of interconnected steel coils that provide support and bounce. Innerspring mattresses have various firmness levels and offer good overall support, making them suitable for a wide range of guests.
2. Memory Foam Mattress: Made of high-density polyurethane foam, memory foam mattresses contour to the shape of the sleeper’s body, providing personalized support and pressure relief. These mattresses are ideal for guests who prefer a softer, more conforming sleep surface.
3. Latex Mattress: Constructed from natural or synthetic latex, these mattresses offer a combination of support, comfort, and durability. Latex mattresses are known for their resilience and ability to maintain their shape over time, making them a popular choice for hotels.
4. Hybrid Mattress: A combination of innerspring and memory foam or latex, hybrid mattresses provide the support and bounce of innerspring coils with the contouring and pressure relief of memory foam or latex. These mattresses cater to a wide range of guest preferences and are often found in upscale hotels.
5. Air Mattress: Featuring adjustable air chambers that can be inflated or deflated to achieve the desired firmness, air mattresses provide a customizable sleep experience. While not as common in hotels, they can be a good option for accommodating guests with specific firmness preferences or medical needs.
6. Waterbed: A mattress filled with water, providing a unique and soothing sleep experience. Waterbeds can be heated and are known for their ability to distribute weight evenly, reducing pressure points. However, they are relatively rare in hotel guest rooms due to their maintenance requirements and potential for leakage.
7. Gel-infused Mattress: A mattress that incorporates gel-infused foam, offering a cooler sleep surface compared to traditional memory foam. These mattresses are designed to dissipate heat and are a popular choice for guests who tend to sleep hot.
8. Pillow Top Mattress: An innerspring or hybrid mattress with an additional layer of padding sewn onto the top, providing extra cushioning and comfort. Pillow top mattresses are popular in hotels for their luxurious feel and ability to cater to a wide range of guest preferences.

By understanding the different types of mattresses available, hotels can make informed decisions on the best options for their guest rooms, ensuring a comfortable and restful sleep experience for all guests.

Q.3. Write the cleaning procedure for the following:

A. Corridor

1. Remove trash: Empty trash cans and replace liners if needed.
2. Dust surfaces: Dust all surfaces, including baseboards, window sills, door frames, and light fixtures.
3. Vacuum: Vacuum the entire length of the corridor, paying attention to edges and corners.
4. Spot clean: Treat any stains or spills on the carpet or walls.
5. Wipe down doors: Clean fingerprints and smudges from guest room doors and handles.
6. Clean light fixtures: Ensure all light fixtures are functioning properly and replace any burned-out bulbs.

B. Elevator

1. Wipe down walls: Clean fingerprints, smudges, and any spills on the elevator walls and doors.
2. Clean buttons and control panel: Disinfect the control panel, buttons, and handrails, paying special attention to high-touch areas.
3. Clean floor: Sweep or vacuum the elevator floor, and mop if necessary.
4. Inspect and maintain: Check the elevator’s functionality and report any issues to maintenance staff.
5. Clean mirrors and windows: Clean any mirrors or windows inside the elevator, removing streaks and smudges.

C. Swimming Pool

1. Skim the surface: Remove leaves, debris, and any visible contaminants from the pool’s surface using a skimmer.
2. Vacuum the pool: Clean the pool floor and walls using a pool vacuum.
3. Clean the pool filter: Check and clean the pool filter to ensure it’s functioning properly.
4. Test water chemistry: Test the pool water for proper pH, chlorine, and other chemical levels, adjusting as necessary.
5. Clean surrounding area: Sweep and mop the pool deck, clean pool furniture, and empty trash cans.

D. Lobby

1. Dust surfaces: Dust all surfaces, including reception desk, tables, seating areas, and decorative items.
2. Wipe down glass surfaces: Clean windows, mirrors, and any other glass surfaces.
3. Disinfect high-touch areas: Clean and sanitize door handles, light switches, and other frequently-touched surfaces.
4. Vacuum and mop: Vacuum carpets and mop hard flooring, paying attention to corners and edges.
5. Clean and arrange furniture: Wipe down and arrange seating and other furniture, ensuring the lobby is neat and inviting.

E. Chandeliers

1. Turn off power: Ensure the chandelier’s power is turned off and the fixture has cooled down.
2. Prepare cleaning solution: Mix a mild, non-abrasive cleaning solution or use a specialized chandelier cleaner.
3. Lay protective covering: Place a drop cloth or plastic sheeting under the chandelier to protect the floor and furniture.
4. Remove detachable parts: Carefully remove any detachable crystals or components, if possible.
5. Clean individual components: Wipe each component with a soft cloth dampened with the cleaning solution, and then dry with a clean cloth.
6. Clean non-detachable parts: Use a soft cloth or sponge to clean the remaining parts of the chandelier while it’s still hanging.
7. Dry and reassemble: Ensure all components are completely dry before reassembling the chandelier and restoring power.

By following these cleaning procedures, you can maintain a clean and inviting environment in various areas of a hotel, ensuring a pleasant experience for guests.

OR List any five amenities placed in the following areas:

I. Living Room

1. Television with remote control
2. Coffee table with magazines or newspapers
3. Complimentary Wi-Fi access
4. Seating area with sofa or armchairs
5. Telephone with direct dialing feature

II. Toilet

1. Toilet paper and toilet paper holder
2. Hand soap or liquid soap dispenser
3. Hand towels or paper towels
4. Trash bin with liner
5. Toilet brush and holder

III. Wardrobe

1. Clothes hangers for hanging garments
2. Iron and ironing board
3. Luggage rack or storage area
4. In-room safe for valuables
5. Extra blankets or pillows

IV. Mini Bar

1. Assorted snacks, such as chips or chocolate bars
2. Alcoholic beverages, like miniature liquor bottles or wine
3. Non-alcoholic beverages, such as bottled water, soda, or juice
4. Glassware and bottle opener or corkscrew
5. Tea and coffee making facilities, including a kettle or coffee maker, cups, tea bags, and coffee pods

 

Q.4. Explain lost and found procedures in hotels with relevant formats.

The lost and found procedures in hotels involve the proper handling, recording, storage, and return of items left behind by guests. Following these procedures helps maintain guest satisfaction and ensures that lost items are managed in an organized and secure manner.

Step 1: Item Discovery and Collection

1. Collect the item: When a staff member discovers a lost item, they should collect it while wearing gloves to minimize contamination and protect the item.
2. Notify a supervisor: The staff member should immediately report the found item to their supervisor or the department responsible for handling lost and found items (usually the Housekeeping or Front Office department).

Step 2: Record the Item in the Lost and Found Register

1. Document the item details: The staff member or supervisor should record the following information in the Lost and Found Register:

• Date and time the item was found
• Location where the item was discovered
• Description of the item, including any identifying marks or features
• Name of the staff member who found the item
• Room number (if applicable) of the guest who may have left the item

2. Assign a reference number: Each item should be assigned a unique reference number for easy identification and tracking.

Step 3: Securely Store the Item

1. Tag the item: Attach a tag with the reference number and other relevant information to the item.
2. Store the item: Place the item in a designated, secure storage area for lost and found items, ensuring that it is organized and easily accessible.

Step 4: Attempt to Locate the Owner

1. Check guest records: If the item was found in a guest room or if there is any indication of ownership, the hotel should check guest records and contact the guest to inform them about the found item.
2. Document communication: Record any communication with the guest regarding the item in the Lost and Found Register.

Step 5: Returning the Item to the Owner

1. Verify the owner’s identity: Before returning the item, confirm the owner’s identity by asking for their name, room number (if applicable), and a detailed description of the item.
2. Document the return: Once the item is returned to the owner, update the Lost and Found Register with the date and time of the return, and obtain the owner’s signature as proof of receipt.

Step 6: Disposal of Unclaimed Items

1. Follow hotel policy: Unclaimed items should be held for a predetermined period according to the hotel’s policy (usually 3 to 6 months).
2. Disposal methods: After the holding period has expired, unclaimed items can be donated to charity, discarded, or repurposed according to the hotel’s guidelines.
3. Update the register: Update the Lost and Found Register with the date and method of disposal for each unclaimed item.

By following these lost and found procedures, hotels can efficiently manage lost items and ensure a positive experience for their guests.

OR What is key control? Write key handling procedures in star hotel.

Key control is the process of managing and monitoring the distribution, use, and storage of physical and electronic keys in a hotel. Effective key control helps maintain security, protect guest privacy, and prevent unauthorized access to guest rooms and restricted areas.

Key Handling Procedures in Star Hotels

1. Issuance of Keys

• Assign keys to authorized personnel only: Keys should be issued only to staff members who require access to specific areas as part of their job responsibilities.
• Record key issuance: Maintain a log that documents the issuance of keys, including the staff member’s name, department, key number, date, and time of issuance.
• Limit the number of master keys: Minimize the number of master keys in circulation, and assign them only to key personnel, such as supervisors or managers.

2. Key Storage

• Secure key storage: Store all keys in a designated, secure area, such as a locked cabinet or key box, with limited access.
• Organize keys: Clearly label and organize keys to ensure they can be easily located and returned to their proper storage location.
• Control access to key storage: Limit access to the key storage area to authorized personnel, and maintain a log of all individuals who access the key storage.

3. Key Usage

• Train staff on key handling: Provide training on proper key handling procedures, emphasizing the importance of guest privacy and security.
• Prohibit key duplication: Staff members should not be allowed to duplicate hotel keys without proper authorization.
• Monitor key usage: Regularly review key usage logs to ensure that keys are being used appropriately and only by authorized personnel.

4. Lost or Stolen Keys

• Report lost or stolen keys: Require staff to immediately report any lost or stolen keys to their supervisor or the security department.
• Take corrective action: Upon receiving a report of a lost or stolen key, take appropriate action, such as rekeying the affected locks or deactivating electronic key cards.

5. Key Return and Auditing

• Establish key return procedures: Require staff members to return their assigned keys at the end of each shift or upon termination of employment.
• Record key returns: Update the key issuance log to document the return of each key, including the staff member’s name, key number, and date and time of return.
• Conduct regular key audits: Periodically audit the key storage area and issuance logs to ensure that all keys are accounted for and being used according to established procedures.

By implementing these key handling procedures, star hotels can maintain a high level of security and protect both guests and hotel assets.

Q.5. Explain different types of pests. What are the pest control measures taken by the housekeeping department in hotel?

Different Types of Pests

1. Rodents: Rats and mice can cause property damage and spread diseases. They can contaminate food and create an unsanitary environment.
2. Insects: Common insects found in hotels include cockroaches, ants, bed bugs, and flies. These pests can cause health hazards, damage property, and affect guest satisfaction.
3. Birds: Pigeons and other birds can create a nuisance by nesting in hotel structures and leaving droppings, which can pose health risks and damage building surfaces.
4. Spiders: Although most spiders are harmless, some can bite and cause discomfort or allergic reactions. They can also create unsightly webs in hotel spaces.

Pest Control Measures Taken by the Housekeeping Department in a Hotel

1. Regular inspections: Conduct routine inspections of guest rooms, storage areas, kitchens, and other hotel spaces to identify signs of pest infestations.
2. Proper sanitation: Maintain a high level of cleanliness by promptly cleaning spills, removing trash, and ensuring that food is properly stored and disposed of.
3. Sealing entry points: Identify and seal any gaps, cracks, or holes that pests may use to enter the building.
4. Integrated Pest Management (IPM): Implement a comprehensive IPM program that includes monitoring, prevention, and targeted treatment strategies to control pests while minimizing the use of harmful chemicals.
5. Professional pest control services: Collaborate with licensed pest control professionals to treat infestations, provide expert advice, and perform routine inspections.
6. Staff training: Train housekeeping staff on proper pest identification, prevention, and control measures to ensure prompt and appropriate action when pests are detected.
7. Use of appropriate pest control methods: Employ various pest control methods, such as bait stations, traps, and insecticides, as needed and in accordance with safety regulations and hotel policies.
8. Monitoring and documentation: Keep accurate records of all pest control activities, including inspections, treatments, and any observed pest activity.

By implementing these pest control measures, the housekeeping department can effectively manage and prevent pest infestations, ensuring a clean and healthy environment for hotel guests and staff.

OR Give checklist for the cleaning of a check-out room with details.

Check-out Room Cleaning Checklist

1. Prepare the Room

• Knock and announce: Knock on the door, announce your presence, and wait for a response before entering the room.
• Open curtains and windows: Let in natural light and fresh air to ventilate the room.
• Remove linens and towels: Strip the bed, gather all used linens and towels, and place them in the laundry bag.
• Empty trash bins: Remove trash from all waste bins and replace the liners.

2. Bathroom Cleaning

• Clean toilet: Scrub the toilet bowl, rim, and base with a toilet brush and disinfectant cleaner. Wipe down the toilet seat and lid with a cloth and disinfectant.
• Clean bathtub or shower: Apply bathroom cleaner to the bathtub or shower, scrub the surfaces, and rinse thoroughly. Clean the showerhead, faucet, and drain.
• Clean sink and countertop: Wipe down the sink, faucet, and countertop using a cloth and disinfectant cleaner.
• Clean mirrors and glass surfaces: Use glass cleaner and a microfiber cloth to clean mirrors and any other glass surfaces.
• Wipe down surfaces: Disinfect all surfaces, including towel racks, shelves, and light switches.
• Mop the floor: Sweep or vacuum the floor, then mop with a disinfecting floor cleaner.

3. Bedroom and Living Area Cleaning

• Dust surfaces: Dust all surfaces, including furniture, headboards, lamps, and decorative items.
• Wipe down surfaces: Clean and disinfect all hard surfaces, such as nightstands, desks, and tables.
• Vacuum or mop the floor: Vacuum carpets or rugs and mop hard flooring, paying attention to edges and corners.
• Clean windows and mirrors: Use glass cleaner and a microfiber cloth to clean windows, mirrors, and any other glass surfaces.
• Spot clean walls and upholstery: Treat any stains or marks on the walls, furniture, or upholstery.

4. Make the Bed

• Place mattress protector: Ensure the mattress protector is clean and properly positioned on the mattress.
• Put on fresh linens: Place clean sheets on the bed, ensuring they are properly aligned and tucked in.
• Fluff and arrange pillows: Place fresh pillowcases on the pillows and arrange them neatly on the bed.
• Fold and place bed cover or duvet: Fold or place the bed cover or duvet neatly on the bed.

5. Restock Amenities

• Replace towels and toiletries: Place fresh towels in the bathroom and restock toiletries, such as soap, shampoo, and toilet paper.
• Restock tea and coffee supplies: Ensure the tea and coffee making facilities are clean and replenished with cups, tea bags, coffee pods, sugar, and creamer.
• Restock minibar: Check the minibar inventory and restock items as needed.

6. Final Touches

• Check appliances: Verify that all appliances, such as the television, air conditioner, and lights, are functioning properly.
• Check for personal items: Inspect the room for any personal items left behind by the guest, including closets, drawers, and under the bed.
• Inspect the room: Conduct a final inspection of the room to ensure all tasks have been completed and the room is ready for the next guest.

By following this detailed checklist, housekeeping staff can ensure a thorough and efficient cleaning of check-out rooms, providing a clean and comfortable environment for the next guest.

Q.6. Define the following (any ten):

1. Bidet: A bathroom fixture used for personal hygiene, typically consisting of a basin with a water spray or faucet, designed for washing the perianal area and genitalia.
2. Vanity unit: A combination of a bathroom sink and storage cabinet, designed to provide a functional and stylish storage solution in the bathroom.
3. Sani bin: A specialized waste container designed for the hygienic disposal of sanitary products, such as tampons and sanitary napkins, commonly found in public restrooms and hotel bathrooms.
4. Fumigation: The process of using chemicals, usually in the form of gas, to disinfect or eliminate pests, such as insects or rodents, from a particular area or structure.
5. Valet bag: A bag provided by hotels for guests to place their laundry or dry cleaning items, which will then be collected by the hotel staff for cleaning and pressing.
6. Mitered corner: A technique used in sewing, woodworking, or other crafts, in which two pieces of material are joined at a 45-degree angle to create a neat, professional-looking corner.
7. Dutch wife: A traditional body pillow, often made from bamboo or other breathable materials, used to provide support and comfort while sleeping, particularly in hot climates.
8. Faucet: A device that controls the flow of water from a pipe or reservoir, commonly used in sinks, showers, and bathtubs, to provide hot and cold water as needed.
9. Turn-down service: A hotel service in which housekeeping staff prepares the guest’s bed for sleeping by folding back the bed linens, fluffing pillows, and sometimes providing additional amenities, such as chocolates or a nighttime beverage.
10. Façade: The exterior face or front of a building, often designed with architectural or decorative elements to create a visually appealing appearance.
11. Room discrepancy report: A report generated by the hotel’s front office or housekeeping department, documenting any inconsistencies or discrepancies between the actual room status and the room status recorded in the hotel’s property management system. This report helps to identify issues, such as unreported guest check-outs or missed cleaning tasks.

Q.7. Draw the formats for the following:
(a) Duty roaster (b) Room occupancy report (c) Call register
(d) Maintenance job order

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Q.8. Expand the following:

• OOO: Out Of Order – A term used in hotels to indicate that a room or facility is temporarily unavailable for use due to maintenance, repairs, or other issues.
• DND: Do Not Disturb – A sign or indicator used by hotel guests to inform staff that they do not wish to be disturbed, typically placed on the door handle or displayed electronically.
• DL: Departure Lounge – A designated area in a hotel where guests can relax and wait comfortably after checking out and before leaving the property.
• RS: Room Service – A hotel service that allows guests to order food, beverages, and other items to be delivered to their room.
• SO: Sold Out – A term used when a hotel has no vacant rooms available for booking, either due to full occupancy or rooms being blocked for maintenance or other reasons.
• FYI: For Your Information – A phrase used to introduce information that is being shared for the recipient’s knowledge or awareness, but may not require immediate action or response.
• ASAP: As Soon As Possible – A phrase used to indicate that a task or request should be completed with the highest priority and urgency.
• TDS: Total Dissolved Solids – A measure of the combined content of all inorganic and organic substances contained in a liquid, commonly used to assess water quality.
• V: Vacant – A term used in hotels to indicate that a room is unoccupied and available for booking.
• ONL: Online – A term used to describe activities, services, or systems that are conducted or accessed via the internet or other electronic networks.

Q.9. Match the following:

1)Shoe mitts    A)Check-in
2)Wood worm  B)Houseman
3)Smart card   C)Bed making
4)Credenza     D)Job handover from one shift to another shift
5)Grub            E)Side board in guest room
6)Parasite       F)Larva of insect
7)GRC            G)An animal or plant depends upon another support
and nourishment
8)GRA             H)Cleaning shoes
9)Foot fold       I)Furniture beetle
10)Log book     J)Embedded with microprocessor chip

Term	Match
a) Shoe mitts	8) Cleaning shoes
b) Wood worm	9) Furniture beetle
c) Smart card	10) Embedded with microprocessor chip
d) Credenza	5) Side board in guest room
e) Grub	6) Larva of insect
f) Parasite	7) An animal or plant depends upon another support and nourishment
g) GRC	1) Check-in
h) GRA	2) Houseman
i) Foot fold	3) Bed making
j) Log book	4) Job handover from one shift to another shift

Q.10. Fill in the blanks:

(a) ___________ is the furniture used to keep guest belonging.

(b) Crinkle sheet can be called as __________.

(c) ________ is known as nerve centre of housekeeping department.

(d) Each floor in the hotel will have ________ to store linen and cleaning
equipment.

(e) Publicity cards placed in the guest room are called _________.

(f) Small passage in the hotel floors for sending the soiled linen to laundry is
__________.

(g) __________ is the thin strip encircling a toilet seat in sanitised room.

(h) __________ is preparing the bed for the guest in the evening to go to
sleep.

(i) __________ is a small plastic basket used to keep guest room cleaning
equipment.

(j) Quilts filled with down feathers or synthetic fiber is _________.

(a) Wardrobe is the furniture used to keep guest belongings.

(b) Crinkle sheet can be called as triple sheeting.

(c) Control desk is known as the nerve center of the housekeeping department.

(d) Each floor in the hotel will have floor pantry to store linen and cleaning equipment.

(e) Publicity cards placed in the guest room are called tent cards.

(f) Small passage in the hotel floors for sending the soiled linen to laundry is linen chute.

(g) Sanitary strip is the thin strip encircling a toilet seat in a sanitized room.

(h) Turn-down service is preparing the bed for the guest in the evening to go to sleep.

(i) Caddy is a small plastic basket used to keep guest room cleaning equipment.

(j) Quilts filled with down feathers or synthetic fiber are duvets.