2nd Sem | Accommodation Operations | Solved Papers | 2018-2019

Q.1. Draw a neat labeled layout of a suite room of five star hotel.

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OR What procedure will you adopt to clean a vacant room and an occupied room?

Cleaning a Vacant Room

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.

2. Remove Trash and Linens

• Empty trash bins: Remove trash from all waste bins and replace the liners.
• Remove used linens: Strip the bed and gather all used linens, placing them in the laundry bag.

3. Clean the Bathroom

• Follow the same bathroom cleaning steps as mentioned in the “Check-out Room Cleaning Checklist” section of a previous answer.

4. Clean the Bedroom and Living Area

• Follow the same bedroom and living area cleaning steps as mentioned in the “Check-out Room Cleaning Checklist” section of a previous answer.

5. Make the Bed

• Follow the same bed-making steps as mentioned in the “Check-out Room Cleaning Checklist” section of a previous answer.

6. Restock Amenities and Conduct Final Inspection

• Follow the same restocking and inspection steps as mentioned in the “Check-out Room Cleaning Checklist” section of a previous answer.

Cleaning an Occupied Room

1. Prepare the Room

• Knock and announce: Knock on the door, announce your presence, and wait for a response before entering the room.

2. Remove Trash and Replace Used Linens

• Empty trash bins: Remove trash from all waste bins and replace the liners.
• Replace used towels: Collect any used towels and replace them with fresh ones.

3. Tidy the Room

• Straighten up: Neatly arrange personal items, furniture, and bed linens.
• Dust surfaces: Dust all surfaces, including furniture, headboards, lamps, and decorative items.

4. Clean the Bathroom

• Follow the same bathroom cleaning steps as mentioned in the “Check-out Room Cleaning Checklist” section of a previous answer, with the exception of not removing all toiletries and personal items. Instead, tidy and organize the guest’s personal items.

5. Vacuum or Mop the Floor

• Vacuum carpets or rugs and mop hard flooring, paying attention to edges and corners.

6. Restock Amenities and Conduct Final Inspection

• Follow the same restocking and inspection steps as mentioned in the “Check-out Room Cleaning Checklist” section of a previous answer, ensuring that the guest’s personal belongings are not disturbed.

While cleaning an occupied room, it is important to respect the guest’s privacy and personal belongings, taking care not to disturb or displace any items unnecessarily.

Q.2. Explain the procedure for daily cleaning of a check-out room.

Check-out Room Cleaning Procedure

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.

2. Remove Trash and Linens

• Empty trash bins: Remove trash from all waste bins and replace the liners.
• Remove used linens: Strip the bed and gather all used linens, placing them in the laundry bag.

3. Clean the Bathroom

• Clean the toilet: Apply toilet cleaner, scrub the bowl with a toilet brush, and wipe the exterior surfaces with a disinfectant cleaner.
• Clean the bathtub/shower: Apply a bathroom cleaner to the surfaces, scrub with a brush or sponge, and rinse with water.
• Clean the sink and countertop: Wipe down the sink, faucet, and countertop with a disinfectant cleaner and a microfiber cloth.
• Clean the mirror: Use a glass cleaner to clean the mirror, and wipe dry with a lint-free cloth.
• Sweep and mop the floor: Sweep debris from the floor, then mop with a disinfectant floor cleaner.

4. Clean the Bedroom and Living Area

• Dust surfaces: Dust all surfaces, including furniture, headboards, lamps, and decorative items.
• Wipe surfaces: Use a microfiber cloth and a multi-surface cleaner to wipe down surfaces such as tables, nightstands, and dressers.
• Clean mirrors and glass surfaces: Use a glass cleaner and lint-free cloth to clean mirrors and other glass surfaces.
• Vacuum or mop the floor: Vacuum carpets or rugs and mop hard flooring, paying attention to edges and corners.

5. Make the Bed

• Place the fitted sheet: Ensure the sheet is properly aligned and tucked securely under the mattress.
• Place the flat sheet and blanket: Align them evenly on the bed, tuck the bottom and sides, and create a hospital corner at the foot of the bed.
• Place the pillows and cushions: Fluff and arrange the pillows, and place any decorative cushions.

6. Restock Amenities and Conduct Final Inspection

• Restock bathroom amenities: Replace used toiletries, such as soap, shampoo, and toilet paper, and place fresh towels.
• Restock bedroom amenities: Check the mini-bar, replace used coffee and tea supplies, and replenish stationery items.
• Final inspection: Check the room for cleanliness, ensure all appliances are functioning, and confirm that all necessary items are in place. Close the curtains and turn off the lights before leaving.

OR Explain the process of lost and found in a hotel. Support your answer with the necessary formats required.

Lost and Found Process in a Hotel

1. Retrieval and Reporting

• When an item is found, hotel staff should report it to the housekeeping or lost and found department immediately.
• The staff member who found the item should provide details such as their name, department, and the location where the item was found.

2. Item Documentation

• The lost and found department should maintain a register or logbook to document each item. Details to be recorded include:
  • Date and time the item was found
  • Description of the item
  • Name of the staff member who found the item
  • Location where the item was found
  • Any other relevant information

3. Tagging and Storage

• The lost and found department should attach a tag to the item with a unique identification number that corresponds to the entry in the register or logbook.
• The item should be stored in a secure and organized manner, typically in a designated lost and found storage room.

4. Item Claiming Process

• When a guest inquires about a lost item, the hotel staff should verify the guest’s identity and gather information about the item to cross-check with the lost and found register.
• If the item is found and the guest’s claim is verified, the hotel should arrange for the item to be returned to the guest, either in person or by mail.
• If the guest is still on the property, they should sign a receipt acknowledging the return of the item. If the item is mailed to the guest, the hotel should obtain a delivery confirmation.

5. Unclaimed Items

• Hotels should establish a policy for handling unclaimed items. This may include:
  • Retaining items for a specific period (e.g., 30, 60, or 90 days)
  • Attempting to contact the guest based on the available contact information
  • Donating unclaimed items to charity or disposing of them according to local regulations

Lost and Found Register Format

Item ID	Date Found	Time Found	Item Description	Found By	Department	Found Location	Claimed By	Date Claimed	Remarks
001	2023-05-01	10:30 AM	Black Wallet	John Doe	Housekeeping	Room 305	Jane Smith	2023-05-02	Item returned in person

This format can be used to maintain a record of lost and found items in a hotel. It provides an organized way to track and manage lost items and their retrieval by guests.

Q.3. Discuss various preventive and control measures for different pest found in hotels.

Preventive and Control Measures for Different Pests in Hotels

1. Rodents (Rats and Mice)

Preventive measures:

• Seal all gaps and cracks in walls, floors, and around pipes to prevent entry.
• Keep food storage areas clean and store food in airtight containers.
• Regularly clean and sanitize trash bins and waste disposal areas.
• Remove clutter and keep storage areas well-organized.

Control measures:

• Use traps and bait stations to capture rodents.
• Employ a professional pest control service for regular inspections and treatment.

2. Cockroaches

Preventive measures:

• Keep kitchens, bathrooms, and other potential breeding areas clean and dry.
• Repair any water leaks or plumbing issues promptly.
• Properly store food and eliminate any open food sources.
• Regularly inspect and clean hard-to-reach areas like behind appliances and under sinks.

Control measures:

• Use insecticides and baits specifically designed for cockroach control.
• Seek assistance from a professional pest control service for persistent infestations.

3. Bed Bugs

Preventive measures:

• Regularly inspect guest rooms for signs of bed bugs, such as fecal spots or shed skins.
• Use mattress and box spring encasements to prevent bed bug infestations.
• Vacuum rooms thoroughly and frequently, paying close attention to areas around beds and furniture.
• Train staff to recognize signs of bed bugs and promptly report any sightings.

Control measures:

• Employ a professional pest control service to treat rooms with bed bug infestations using appropriate methods like heat treatment or insecticides.
• Remove and launder all bedding and linens in hot water and high heat settings.

4. Ants

Preventive measures:

• Ensure proper food storage and clean up food spills immediately.
• Seal gaps and cracks in walls, floors, and around windows and doors.
• Remove potential nesting sites, such as piles of debris or firewood near the building.

Control measures:

• Use ant baits and insecticides to target specific ant species.
• Engage a professional pest control service for regular inspections and treatment.

5. Flies

Preventive measures:

• Install screens on windows and doors to prevent entry.
• Regularly clean and sanitize trash bins and waste disposal areas.
• Ensure proper food storage and sanitation in kitchens and dining areas.
• Keep doors and windows closed when not in use.

Control measures:

• Use fly traps, such as sticky traps or UV light traps, to capture flies.
• Employ a professional pest control service for regular inspections and treatment.

By implementing these preventive and control measures, hotels can minimize the risk of pest infestations and ensure a clean and comfortable environment for guests.

Q.4. Explain the different types of electronic key cards used in hotel industry. Enumerate the difference between key card and card key.

1. Magnetic Stripe Key Cards

Magnetic stripe key cards have a magnetic strip on the back that stores the guest’s room access information. The card is swiped through a reader on the door lock to unlock the room. These cards are affordable, but they can be easily demagnetized by exposure to magnets or other magnetic fields.

2. Smart Key Cards

Smart key cards contain a microprocessor chip that stores the guest’s room access information. They are more secure than magnetic stripe cards, as the data on the chip is encrypted and harder to duplicate. These cards are either contact-based, requiring physical contact with the reader, or contactless, using radio frequency identification (RFID) technology to communicate with the reader.

3. Proximity Key Cards

Proximity key cards use RFID technology to transmit room access information wirelessly to the door lock. The guest simply needs to bring the card close to the reader to unlock the door. These cards are more convenient and secure than magnetic stripe cards, and they require less maintenance since there is no physical contact between the card and the reader.

4. Mobile Key Cards

Mobile key cards use a guest’s smartphone to store room access information. The hotel’s mobile app or a third-party app is used to store the room key, which can be accessed via Bluetooth, Near Field Communication (NFC), or other wireless technology. This option eliminates the need for physical key cards and offers a seamless, contactless experience for guests.

Difference between Key Card and Card Key

The terms “key card” and “card key” are often used interchangeably to describe electronic cards used for accessing hotel rooms. However, some might argue that a “key card” refers to the physical card itself, while a “card key” refers to the electronic key or code stored on the card that grants access to the room. In general, both terms are used to describe the same concept in the hotel industry, and any differences in meaning are negligible.

OR What is the importance of a clean hotel lobby? Explain different methods to keep the lobby clean.

A clean hotel lobby is crucial for the following reasons:

1. First Impressions: The lobby is the first area guests see when entering a hotel, and a clean lobby creates a positive first impression, setting the tone for their entire stay.
2. Guest Satisfaction: A well-maintained lobby contributes to overall guest satisfaction, making them feel more comfortable and valued.
3. Brand Image: A clean lobby reflects positively on the hotel’s brand image and reputation, signaling professionalism and attention to detail.
4. Hygiene and Safety: Keeping the lobby clean helps maintain high standards of hygiene and safety, minimizing the risk of accidents or the spread of illness.
5. Employee Morale: A clean and well-organized lobby improves employee morale, as they take pride in working in a pleasant environment.

Methods to Keep the Lobby Clean

1. Regular Cleaning

• Schedule daily cleaning of the lobby to ensure that it remains clean and presentable. This includes vacuuming or mopping floors, dusting surfaces, and wiping down furniture and fixtures.
• Assign staff members to perform periodic spot checks throughout the day to address any immediate cleaning needs.

2. Maintenance of High-Traffic Areas

• High-traffic areas, such as the entrance and reception desk, require more frequent cleaning and maintenance to prevent dirt and debris from accumulating.
• Use entrance mats to capture dirt and moisture from guests’ shoes, and clean or replace them regularly.

3. Waste Management

• Provide ample waste receptacles in the lobby area to encourage guests to dispose of their trash properly.
• Regularly empty and sanitize trash bins to prevent odors and maintain cleanliness.

4. Upholstery and Carpet Care

• Regularly clean and maintain upholstery and carpets in the lobby to prevent stains, odors, and the accumulation of dirt.
• Schedule professional deep cleaning for carpets and upholstery at least once a year or as needed.

5. Indoor Air Quality

• Ensure proper ventilation in the lobby to maintain good indoor air quality and reduce the accumulation of dust and allergens.
• Use air purifiers or HVAC systems with high-quality air filters to further improve air quality.

6. Attention to Details

• Pay attention to small details, such as fingerprints on glass surfaces, scuff marks on walls, or cobwebs in corners.
• Address these minor issues promptly to maintain the overall cleanliness and appearance of the lobby.

By implementing these methods, hoteliers can maintain a clean and welcoming lobby that contributes to a positive guest experience and reinforces the hotel’s brand image.

Q.5. Describe and draw the format for the following forms (any two):

(a) Log Book

A log book is used to record daily events, incidents, and information that need to be communicated between different shifts or departments in a hotel. It is essential for maintaining clear communication and ensuring smooth operations.

Format:

Date	Time	Department	Event/Incident	Staff Name	Action Taken	Remarks
2023-05-07	09:00	Front Desk	Guest complaint about room noise	John Smith	Offered room change	Guest agreed
2023-05-07	14:30	Housekeeping	Spilled coffee in the lobby	Jane Doe	Cleaned spill promptly	No injuries

(b) Key Control Register

A key control register is used to track and manage the issuance and return of keys in a hotel. It helps ensure proper key handling and security.

Format:

Date	Key ID	Key Type	Issued To	Issued By	Time Issued	Returned By	Time Returned	Remarks
2023-05-07	101	Room	John Smith	Jane Doe	08:00	John Smith	16:00	N/A
2023-05-07	201	Master	Jane Doe	Jim Brown	09:00	Jane Doe	17:00	N/A

(c) Guest Message Register

A guest message register is used to record and store messages for hotel guests when they are not available to receive them personally. This ensures that messages are delivered promptly and accurately.

Format:

Date	Time	Guest Name	Room Number	Message	Taken By	Delivered By	Time Delivered	Remarks
2023-05-07	10:30	John Smith	101	Call back Mr. Johnson at 555-1234	Jane Doe	Jim Brown	11:00	N/A
2023-05-07	14:00	Jane Doe	102	Package delivered at front desk	Jim Brown	Jane Doe	14:30	N/A

(d) Floor Supervisor Checklist

A floor supervisor checklist is used to ensure that all tasks related to housekeeping and room maintenance on a particular floor are completed efficiently and effectively.

Format:

Date	Floor	Supervisor Name	Room Number	Task	Completed By	Time Completed	Remarks
2023-05-07	1	Jane Doe	101	Room cleaning	John Smith	10:00	N/A
2023-05-07	1	Jane Doe	102	Replenish minibar	Jim Brown	11:00	N/A
2023-05-07	1	Jane Doe	103	Turndown service	John Smith	18:00	N/A

These formats provide a clear and organized way of recording and tracking essential information in a hotel, ensuring smooth communication and operations.

Q.6. As a housekeeper, what are the points you should keep in mind while selecting a bed and mattress for a guest room?

1. Size: Choose the appropriate bed and mattress size based on the room’s dimensions, layout, and target guest demographic. Standard sizes include single, double, queen, and king.
2. Comfort: Ensure that the mattress provides a comfortable sleeping experience for guests. Test different firmness levels to find the one that caters to a wide range of guest preferences.
3. Support: Select a mattress that offers proper support for the spine and body, minimizing the risk of discomfort or pain during sleep. High-quality materials, such as memory foam, latex, or pocketed coils, can provide the necessary support.
4. Durability: Invest in a durable and high-quality mattress that can withstand regular use and last for several years. This will reduce the need for frequent replacements and maintain a consistent guest experience.
5. Hygiene: Look for mattresses with hypoallergenic and antimicrobial properties to reduce the risk of allergies or other health issues for guests. Additionally, opt for mattresses with removable and washable covers for easy cleaning and maintenance.
6. Bed Frame: Select a sturdy and durable bed frame that complements the room’s design and can support the mattress and guests comfortably. Ensure that the bed frame is easy to clean and maintain.
7. Style: Choose a bed and mattress that align with the hotel’s overall design theme and aesthetic. The style should be consistent with the hotel’s brand image and create a pleasant atmosphere in the guest room.
8. Ease of Assembly and Maintenance: Opt for a bed and mattress that are easy to assemble, disassemble, and maintain. This will facilitate efficient housekeeping processes and minimize room downtime.
9. Budget: Consider the available budget when selecting a bed and mattress. While it’s essential to invest in quality, also ensure that the selection is cost-effective in the long run, taking into account factors like durability and maintenance requirements.
10. Warranty and After-Sales Support: Choose a bed and mattress from a reputable manufacturer that offers a warranty and reliable after-sales support. This will provide peace of mind and ensure that any issues can be addressed promptly.

By keeping these points in mind, a housekeeper can make an informed decision when selecting a bed and mattress for a guest room, ensuring a comfortable and satisfying experience for hotel guests.

Q.7. Define the following (any ten):

(a) Linen chute: A linen chute is a vertical shaft used in hotels for disposing of soiled linens, such as towels and bed sheets, from guest rooms to the laundry area quickly and efficiently.

(b) WC band: A WC (water closet) band is a thin strip, usually made of paper or plastic, that is placed around the toilet seat in a sanitized hotel room. It indicates that the toilet has been cleaned and is ready for use.

(c) Dutch’s wife: A Dutch wife, also known as a body pillow or bolster, is a long, cylindrical pillow used for support and comfort while sleeping. It can be placed between the legs or arms to provide additional support.

(d) Second service: Second service, also known as turndown service, is an evening housekeeping service provided in hotels to prepare guest rooms for bedtime. This includes tasks like turning down the bed, closing curtains, and placing a good night card.

(e) Mitring: Mitring refers to the technique of folding a bed sheet corner at a 45-degree angle, creating a neat and polished appearance. This technique is commonly used by housekeeping staff when making beds in hotels.

(f) Good night card: A good night card is a small card placed on the guest’s pillow or bedside table during turndown service, wishing the guest a good night’s sleep. It may also include important hotel information or a personalized message.

(g) Bolster: A bolster is a long, cylindrical pillow used for support and comfort while sleeping. It can be placed between the legs or arms to provide additional support or used as a decorative element on the bed.

(h) Promotional tent card: A promotional tent card is a small, foldable card placed in guest rooms, lobbies, or other common areas to advertise or inform guests about special offers, services, or events within the hotel.

(i) Headboard: A headboard is a decorative and functional element attached to the head of a bed. It can be made from various materials such as wood, metal, or upholstery and serves as a support for pillows and a visual focal point in the room.

(j) Coverlet: A coverlet is a lightweight, decorative bed covering used as the top layer on a bed. It is often used for its aesthetic appeal and can be easily removed for sleeping.

(k) Vestibule: A vestibule is a small, enclosed space or entrance hall between the exterior and interior of a building, such as a hotel. It serves as a transitional area and may be used for various purposes, including greeting guests or providing a waiting area.

Q.8. Write four guest room amenities each, placed in the following areas (any five):

(a) Wardrobe

1. Clothes hangers: Hangers for hanging guests’ clothes and keeping them wrinkle-free.
2. Luggage rack: A foldable rack for placing guests’ luggage, making it easier to access their belongings.
3. Iron and ironing board: Equipment for guests to press their clothes and maintain a neat appearance.
4. In-room safe: A secure storage space for guests to store their valuable items.

(b) Vanity counter

1. Makeup mirror: A magnifying mirror for guests to use while applying makeup or grooming.
2. Tissue box: A box of tissues for guests to use as needed.
3. Hairdryer: A hairdryer for guests to dry and style their hair.
4. Assorted toiletries: Travel-sized shampoo, conditioner, body lotion, and soap for guests’ convenience.

(c) Bedside table

1. Reading lamp: A lamp that provides focused lighting for reading or other activities without disturbing a sleeping partner.
2. Alarm clock: A clock with an alarm function to help guests wake up on time.
3. Notepad and pen: A notepad and pen for guests to jot down notes or reminders.
4. Telephone: A phone for guests to make internal or external calls, as well as contact hotel services.

(d) Study table

1. Desk lamp: A lamp providing adequate lighting for working or studying at the desk.
2. Stationery: Basic stationery items, such as pens, pencils, and a stapler.
3. Charging ports: Multiple charging ports or power outlets for charging electronic devices.
4. Complimentary Wi-Fi access: Information on how to connect to the hotel’s Wi-Fi network.

(e) Credenza

1. Tea and coffee making facilities: An electric kettle, tea bags, coffee sachets, sugar, and creamer for guests to prepare hot beverages.
2. Glassware: A set of drinking glasses for guests to use.
3. Ice bucket and tongs: An ice bucket and tongs for guests to store and serve ice.
4. Bottled water: Complimentary bottled water for guests to drink.

(f) Minibar

1. Assorted snacks: A selection of packaged snacks, such as chips, nuts, and chocolates.
2. Beverages: A variety of soft drinks, juices, and bottled water.
3. Alcoholic drinks: A selection of small-sized bottles of spirits, wine, and beer.
4. Corkscrew and bottle opener: Tools for opening bottles of wine or other beverages.

Q.9. Give reasons for the following:

(a) The room is cleaned either in clockwise or in anti-clockwise direction.

Cleaning a room in a consistent clockwise or anti-clockwise direction ensures that every area of the room is cleaned methodically and efficiently. This prevents housekeeping staff from missing any spots or having to backtrack, thus saving time and effort.

(b) Master keys are made one in number.

Master keys are kept to a minimum because they provide access to all guest rooms and certain restricted areas within the hotel. Limiting the number of master keys helps maintain security and reduces the risk of unauthorized access, theft, or other security breaches.

(c) The cart is positioned in front of the door with the shelves facing the door.

Positioning the housekeeping cart in front of the door with the shelves facing the door makes it easier for the housekeeping staff to access cleaning supplies, tools, and linens while working. This arrangement minimizes the need to move around the cart, improving efficiency and reducing the risk of accidents or damage to guest property.

(d) The room assignment sheet is made in triplicate.

The room assignment sheet is made in triplicate to ensure that multiple copies are available for different departments or personnel within the hotel. One copy is usually given to the housekeeping staff, one copy is kept at the housekeeping department’s control desk, and another copy might be provided to the front desk or another relevant department. This system helps maintain clear communication, coordination, and accountability among the hotel staff.

(e) Wash your hands before starting to make the bed.

Washing hands before making the bed is an essential hygiene practice that helps prevent the spread of germs, bacteria, or viruses. Hotel guests expect a clean and sanitary environment, so maintaining proper hand hygiene is crucial for the housekeeping staff to ensure guest satisfaction and safety.

Q.10. A Fill in the blanks:

(i) __________ is a very light service given to a room that has been given a full service earlier in the day; when it was
occupied, but is now vacated.

(ii) A key that can open all the guestrooms of the hotel even if they are double locked is known as __________.

(iii) __________ are the guest supplies not normally found in a guestroom, but available upon request.

(iv) Larvae of insects are also called as __________.

(v) Other name for white ant is __________.

(i) Refresher service is a very light service given to a room that has been given a full service earlier in the day; when it was occupied, but is now vacated.

(ii) A key that can open all the guestrooms of the hotel even if they are double locked is known as grand master key.

(iii) Loan items are the guest supplies not normally found in a guestroom, but available upon request.

(iv) Larvae of insects are also called as grubs.

(v) Other name for white ant is termite.

B. Expand the following:

(a) OOO: Out of Order

(b) OOS: Out of Service

(c) GRA: Guest Room Attendant

(d) DND: Do Not Disturb

(e) BFP: Bed, Furniture, and Fixture Plan