1st Sem l Accommodation Operations l Solved Papers l 2018 – 19

Q.1. How housekeeping is the ‘eyes and ears’ of the organization. Explain with reference to the role of housekeeping in a hotel.

Housekeeping is often referred to as the “eyes and ears” of an organization. This is because the department plays a vital role in maintaining the cleanliness, hygiene, and overall appearance of the establishment. In the hotel industry, housekeeping is responsible for the upkeep of guest rooms, public areas, and back-of-house areas. The following are ways in which housekeeping acts as the “eyes and ears” of the organization in a hotel:

1. Guest satisfaction: Housekeeping staff are in direct contact with guests and are responsible for ensuring that their stay is comfortable and pleasant. They are trained to identify guest needs and preferences and respond accordingly. By addressing any complaints or requests promptly, housekeeping staff contribute to guest satisfaction, which in turn leads to positive reviews and repeat business.
2. Maintenance and repairs: Housekeeping staff are responsible for reporting any maintenance or repair issues in the hotel. This includes everything from broken furniture to faulty plumbing. By promptly identifying and reporting these issues, housekeeping staff can prevent any potential hazards or inconvenience to guests and staff.
3. Safety and security: Housekeeping staff are trained to identify and report any safety or security issues in the hotel. This includes anything from blocked fire exits to suspicious individuals in the hotel. By being vigilant and reporting any issues, housekeeping staff contribute to the safety and security of guests and staff.
4. Inventory management: Housekeeping staff are responsible for managing and maintaining inventory levels of linens, towels, and other supplies. By keeping a close eye on inventory levels, housekeeping staff can prevent any shortages or overstocking, which can lead to unnecessary expenses.
5. Cost control: Housekeeping staff are responsible for controlling costs in the department. This includes managing labor costs, controlling inventory levels, and implementing cost-saving measures. By keeping costs under control, housekeeping staff contribute to the overall profitability of the hotel.
6. Environmental sustainability: Housekeeping staff are responsible for implementing and maintaining environmental sustainability practices in the hotel. This includes everything from reducing energy consumption to implementing recycling programs. By being proactive in sustainability efforts, housekeeping staff contribute to the hotel’s reputation as a responsible and eco-friendly establishment.

In conclusion, housekeeping plays a crucial role in the hotel industry and acts as the “eyes and ears” of the organization. By ensuring guest satisfaction, identifying maintenance issues, ensuring safety and security, managing inventory levels, controlling costs, and implementing environmental sustainability practices, housekeeping staff contribute to the overall success and profitability of the hotel.

OR
Explain the duties and responsibilities of an executive housekeeper.

An executive housekeeper is a key member of the housekeeping department in a hotel. The position is responsible for managing and supervising the day-to-day operations of the housekeeping department, including cleaning, maintenance, inventory control, and budgeting. Below are some of the duties and responsibilities of an executive housekeeper:

1. Supervising Housekeeping Staff: The executive housekeeper is responsible for supervising the housekeeping staff, including room attendants, housekeeping supervisors, laundry attendants, and public area attendants. They ensure that the staff is well-trained, efficient, and capable of providing high-quality cleaning services.
2. Developing Cleaning Standards: The executive housekeeper is responsible for developing and maintaining cleaning standards in the hotel. They ensure that the cleaning procedures are efficient and effective, and that the cleaning products and equipment are safe and appropriate for the task at hand.
3. Inventory Management: The executive housekeeper is responsible for managing the inventory of cleaning supplies, linens, and other housekeeping-related items. They ensure that the hotel has sufficient supplies to meet its daily needs and that the inventory is kept in good condition.
4. Budgeting: The executive housekeeper is responsible for preparing and managing the housekeeping department’s budget. They ensure that the budget is used efficiently and effectively, and that the department operates within the budgetary constraints.
5. Quality Control: The executive housekeeper is responsible for ensuring that the hotel maintains a high standard of cleanliness and hygiene. They conduct regular inspections of guest rooms and public areas to ensure that they meet the hotel’s cleaning standards.
6. Communication: The executive housekeeper communicates regularly with other departments, including front office, maintenance, and food and beverage. They ensure that there is clear communication regarding the housekeeping department’s needs and requirements.
7. Staff Training: The executive housekeeper is responsible for providing ongoing training and development for the housekeeping staff. They ensure that the staff is up-to-date with the latest cleaning techniques, equipment, and products.
8. Safety and Security: The executive housekeeper is responsible for ensuring that the housekeeping staff follows all safety and security protocols. They ensure that the staff is aware of the hotel’s emergency procedures and that they are equipped to handle any situation that may arise.
9. Guest Satisfaction: The executive housekeeper plays a critical role in ensuring guest satisfaction. They ensure that guest rooms and public areas are clean, comfortable, and well-maintained. They also respond promptly to guest complaints and ensure that the issues are resolved in a timely and satisfactory manner.

In conclusion, the executive housekeeper is a crucial member of the housekeeping department in a hotel. They play a vital role in ensuring that the hotel maintains a high standard of cleanliness and hygiene, and that guests have a comfortable and enjoyable stay. The duties and responsibilities of an executive housekeeper are varied and challenging, but with the right training, experience, and skillset, they can be successfully fulfilled.

Q.2. What are the qualities of a good housekeeping staff?

The housekeeping staff plays a crucial role in maintaining the cleanliness, hygiene, and overall aesthetic of a hotel. Here are some of the qualities that a good housekeeping staff should possess:

1. Attention to detail: A good housekeeping staff pays attention to even the smallest details and ensures that everything is clean, tidy, and in its proper place. They take pride in their work and strive for perfection.
2. Physical fitness: Housekeeping staff must be physically fit and have the stamina to perform tasks that require manual labor, such as lifting heavy objects and standing for long periods.
3. Time management: A good housekeeping staff is capable of managing their time effectively, ensuring that all tasks are completed within the given time frame.
4. Communication skills: Good communication skills are essential for housekeeping staff to effectively communicate with guests and other staff members, particularly when dealing with complaints or special requests.
5. Adaptability: Housekeeping staff should be adaptable and able to handle changes in the work schedule or unexpected situations, such as sudden spills or accidents.
6. Positive attitude: A positive attitude and a willingness to help are important qualities for housekeeping staff to have. They should be approachable, friendly, and able to handle guest requests with a smile.
7. Teamwork: Housekeeping staff should be able to work well in a team and coordinate with other departments, such as front office and maintenance, to ensure that the hotel runs smoothly.
8. Problem-solving skills: A good housekeeping staff should be able to identify problems and come up with solutions quickly and efficiently.
9. Ethics and integrity: Housekeeping staff should maintain high ethical standards and be honest and trustworthy. They should respect guests’ privacy and handle their personal belongings with care.
10. Attention to safety and security: Housekeeping staff should be knowledgeable about safety and security procedures and be able to handle emergency situations effectively.

In summary, a good housekeeping staff should possess a combination of physical and mental abilities, including attention to detail, physical fitness, time management, communication skills, adaptability, positive attitude, teamwork, problem-solving skills, ethics and integrity, and attention to safety and security.

OR
Draw an organization chart for housekeeping department of a hotel and briefly enumerate the duties of each position.

The organization chart for a typical housekeeping department in a hotel is as follows:

Executive Housekeeper:

• Responsible for managing and supervising all housekeeping operations and staff
• Develops and implements housekeeping policies and procedures
• Ensures the cleanliness, maintenance, and overall appearance of the hotel’s guest rooms and public areas
• Prepares and monitors departmental budget
• Ensures the availability and appropriate use of supplies, equipment, and resources

Assistant Executive Housekeeper:

• Assists the executive housekeeper in overseeing housekeeping operations
• Assumes the duties of the executive housekeeper in their absence
• Coordinates and schedules cleaning and maintenance tasks
• Inspects guest rooms and public areas to ensure cleanliness and quality standards are met
• Maintains inventory of supplies and equipment
• Handles guest requests and complaints

Floor Supervisors:

• Supervises the cleaning and maintenance of guest rooms and public areas on a designated floor
• Assigns tasks to room attendants, housemen, and other staff
• Inspects rooms and public areas to ensure quality standards are met
• Monitors and reports maintenance issues to maintenance department
• Assists in training and mentoring new staff
• Maintains inventory of supplies and equipment

Room Attendants:

• Cleans and maintains guest rooms according to hotel standards
• Replenishes guest supplies and amenities
• Reports maintenance issues to supervisor
• Adheres to hotel policies and procedures
• Maintains inventory of supplies and equipment

Housemen:

• Cleans and maintains public areas, including lobbies, hallways, and restrooms
• Assists room attendants with heavy lifting and cleaning tasks
• Restocks supplies and amenities
• Reports maintenance issues to supervisor
• Maintains inventory of supplies and equipment

Laundry Attendants:

• Operates laundry equipment and machinery
• Sorts, washes, dries, and folds hotel linens and guest laundry
• Maintains inventory of supplies and equipment
• Reports maintenance issues to supervisor
• Adheres to hotel policies and procedures

Public Area Attendants:

• Cleans and maintains all public areas, including lobbies, hallways, and restrooms
• Restocks supplies and amenities
• Reports maintenance issues to supervisor
• Maintains inventory of supplies and equipment
• Adheres to hotel policies and procedures

Each position in the housekeeping department plays a critical role in ensuring the cleanliness, maintenance, and overall appearance of the hotel’s guest rooms and public areas. By working together, the housekeeping staff can provide a comfortable and enjoyable experience for hotel guests.

Q.3. Explain briefly (any two):

(a) Five types of vacuum cleaners.

1. Upright vacuum cleaners: These are the most common type of vacuum cleaners and are ideal for cleaning carpets. They have a motorized brush that helps to dislodge dirt from carpet fibers.
2. Canister vacuum cleaners: These are versatile and lightweight, making them ideal for cleaning hard floors, upholstery, and drapes. They come with a canister that houses the motor and dust collection system, which is attached to a wand and hose.
3. Handheld vacuum cleaners: These are lightweight and portable, making them ideal for cleaning small messes such as spills or pet hair on furniture or car interiors.
4. Robotic vacuum cleaners: These are self-operating vacuum cleaners that use sensors to navigate and clean floors without any human intervention.
5. Backpack vacuum cleaners: These are used by professional cleaners as they are lightweight and allow the cleaner to move around freely while cleaning large areas such as hotels and offices.

(b) Cleaning schedules.

Cleaning schedules are an essential part of maintaining a clean and hygienic environment. They involve creating a plan for daily, weekly, and monthly cleaning tasks to ensure that all areas are cleaned regularly and thoroughly. A good cleaning schedule should consider the frequency of use, traffic, and the level of cleaning required for each area.

The cleaning schedule should include tasks such as dusting, vacuuming, mopping, and disinfecting surfaces. It should also include periodic deep cleaning tasks such as carpet cleaning, window cleaning, and upholstery cleaning.

(c) Standards of cleaning.

Standards of cleaning refer to the level of cleanliness that is required for different areas of a facility. These standards should be clearly defined and communicated to the housekeeping staff to ensure that they are consistently maintained.

Standards of cleaning should consider the purpose of the area, the level of traffic, and the potential health risks associated with each area. For example, the standards for cleaning a hospital room would be much higher than those for cleaning a hotel room.

(d) Selection criteria for cleaning agents.

When selecting cleaning agents, it is important to consider their effectiveness, safety, and cost. Cleaning agents should be chosen based on the type of surface to be cleaned and the level of dirt and grime that needs to be removed.

The selection of cleaning agents should also take into consideration their impact on the environment and human health. Eco-friendly cleaning agents are becoming increasingly popular as they are less harmful to the environment and to the people using them. Other factors to consider when selecting cleaning agents include their availability, ease of use, and compatibility with cleaning equipment.

Q.4. How does housekeeping co-ordinate with:

(a) Front office department

Housekeeping plays a crucial role in ensuring the smooth operation of a hotel. To ensure a seamless experience for guests, housekeeping must coordinate effectively with other departments, including front office and maintenance. Here’s how housekeeping coordinates with these departments:

 Front Office Department:

Front office and housekeeping departments are closely related and must work together seamlessly to ensure the guests’ comfort and satisfaction. Here are a few ways that housekeeping coordinates with front office:

• Room Assignments: Once a guest checks out, the front office informs housekeeping that the room is vacant. The housekeeping department then assigns the room to a housekeeper for cleaning.
• Room Status Updates: Once the housekeeper finishes cleaning the room, they inform the front office of the room’s status. The front office can then update the guest’s reservation and inform them that the room is ready for occupancy.
• Guest Requests: Guests often make requests for additional towels, pillows, blankets, or other amenities. Housekeeping receives these requests from the front office and provides the necessary items to the guest’s room.

(b) Maintenance department

Maintenance Department:

The maintenance department is responsible for ensuring that the hotel’s facilities and equipment are in proper working order. Housekeeping and maintenance must work together to address any issues that arise in guest rooms or common areas. Here are a few ways that housekeeping coordinates with maintenance:

• Maintenance Requests: If a guest reports a problem in their room, the front office informs housekeeping, which then contacts the maintenance department to resolve the issue.
• Room Inspections: Housekeeping inspects each room after cleaning to ensure that everything is in working order. If they notice any problems, they inform the maintenance department so that they can address the issue.
• Cleaning Equipment Maintenance: Housekeeping uses various types of equipment to clean guest rooms, such as vacuum cleaners, mops, and dusters. If any of this equipment needs repairs, housekeeping informs the maintenance department so that they can fix it promptly.

Effective coordination between housekeeping, front office, and maintenance departments is crucial to ensure a pleasant and seamless experience for guests. By working together, these departments can address issues promptly and provide guests with the best possible experience.

Q.5. Give short notes (any four):

(a) Abrasives

Abrasives are materials that are used for rubbing or grinding a surface to remove dirt or stains. They are available in different forms like powders, pastes, creams, and liquids. Common abrasives used in housekeeping include pumice stone, sandpaper, steel wool, and Scotch Brite pads. The type of abrasive used depends on the surface being cleaned and the severity of the stain.

(b) EPNS

EPNS stands for electroplated nickel silver. It is a silver-colored alloy made from copper, nickel, and zinc that is commonly used in the manufacture of cutlery, serving dishes, and other tableware. EPNS items are plated with a layer of silver to give them a shiny appearance. To maintain the shine of EPNS items, they should be polished regularly with a soft cloth.

(c) Floor seals

Floor seals are used to protect flooring surfaces from wear and tear. They are usually applied to floors made of porous materials like stone, concrete, or wood. A floor seal creates a barrier that prevents liquids and dirt from penetrating the surface of the floor. Floor seals also enhance the appearance of floors by giving them a glossy finish.

(d) GRA

GRA stands for Guest Room Attendant. A GRA is responsible for cleaning and maintaining guest rooms in a hotel. The duties of a GRA include making beds, vacuuming carpets, dusting furniture, cleaning bathrooms, restocking amenities, and reporting any maintenance issues to the appropriate department.

(e) Brass care

Brass is a metal alloy made from copper and zinc that is commonly used in the manufacture of decorative items like lamps, candlesticks, and doorknobs. Brass can tarnish over time, which can dull its appearance. To clean and maintain brass items, they should be polished regularly with a soft cloth and a brass cleaning solution. It is important to avoid using abrasive materials on brass items as they can scratch the surface.

(f) Bonded carpets

Bonded carpets are made from synthetic fibers that are bonded together with a latex backing. They are commonly used in commercial settings like hotels, offices, and airports because they are durable and easy to maintain. Bonded carpets should be vacuumed regularly and spot cleaned as needed. They should also be deep cleaned using a carpet extractor at least once a year to remove embedded dirt and stains.

(g) Wood care

Wood is a natural material that is commonly used in furniture, flooring, and decorative items. To maintain the appearance of wood items, they should be dusted regularly with a soft cloth and polished with a wood cleaning solution. It is important to avoid using water or abrasive materials on wood items as they can cause damage. Wood items should also be protected from direct sunlight and extreme temperatures to prevent cracking and warping.

Q.6. Differentiate between the following (any four):

(a) Glazing and enameling

Glazing	Enameling
Refers to the process of fitting glass	Refers to the process of coating metal with enamel
It is used for decorative and functional purposes such as for window panes, ceramics, and pottery	It is used for decorative purposes such as for jewelry, vases, and metalwork
It involves the application of a layer of glass to a surface and then firing it at high temperatures	It involves the application of a powdered glass mixture to a metal surface, which is then heated to a high temperature to fuse the enamel to the metal

(b) Hardwood and softwood

Hardwood	Softwood
Comes from deciduous trees that lose their leaves annually	Comes from evergreen trees that retain their leaves all year round
Generally, hardwoods are more dense and durable, making them suitable for furniture, flooring, and other applications that require strength	Softwoods are generally less dense and less durable, making them more suitable for things like construction and paper products
Examples of hardwoods include oak, maple, and mahogany	Examples of softwoods include pine, cedar, and spruce

(c) Conventional cleaning and team cleaning

Conventional Cleaning	Team Cleaning
A cleaning method where one cleaner is responsible for cleaning a specific area	A cleaning method where a team of cleaners work together to clean an entire area
It may take longer to complete the cleaning process, as each cleaner is responsible for their designated area	It is faster and more efficient, as each cleaner has a specific task and they work together to complete the cleaning process
Requires a larger cleaning staff as each cleaner is responsible for a specific area	Requires a smaller cleaning staff as the team works together to complete the cleaning process
The cleaning equipment is assigned to each cleaner	The cleaning equipment is shared by the team

(d) Dustette and dustsheet

Dustette	Dustsheet
A cleaning tool used to clean delicate surfaces such as lampshades, blinds, and ornaments	A sheet of cloth or paper used to protect surfaces from dust or dirt during construction or renovation work
Made of soft materials such as feathers, microfiber, or lambswool	Made of heavier materials such as canvas or plastic
Used for cleaning purposes	Used for protection purposes

(e) Biological detergents and caustic detergents

Biological Detergents	Caustic Detergents
Contain enzymes and bacteria that break down organic stains such as blood, sweat, and food	Contain strong alkaline chemicals such as sodium hydroxide or potassium hydroxide
Are effective at low temperatures and are environmentally friendly	Are effective at high temperatures and can cause skin irritation and damage surfaces
Are suitable for washing delicate fabrics	Are suitable for washing hard surfaces and removing heavy soiling
Examples include laundry detergents and dishwashing detergents	Examples include drain cleaners and oven cleaners

(f) Emulsion paint and enamel paint

Emulsion Paint	Enamel Paint
A water-based paint that dries quickly and has a low odor	An oil-based paint that takes longer to dry and has a strong odor
Has a matte or satin finish	Has a glossy finish
Is suitable for use on walls and ceilings	Is suitable for use on metal, wood, and ceramic surfaces
Is easy to clean and touch up	Is durable and provides a hard, protective coating
Is available in a wide range of colors	Is available in

(g) Tailor and upholsterer

Tailor	Upholsterer
Specializes in designing and sewing garments for individuals	Specializes in repairing and making furniture, particularly chairs and sofas
Works mainly with fabrics and sewing machines	Works mainly with leather, synthetic materials, and a range of specialized hand tools
Mainly works in a small, indoor environment, such as a shop or studio	Mainly works in a larger, indoor environment, such as a factory or workshop
Focuses on measurements, patterns, and creating a fitted look	Focuses on creating durable, comfortable, and aesthetically pleasing furniture
Common tasks include taking measurements, cutting fabrics, sewing seams, and fitting garments	Common tasks include repairing or replacing springs and frames, upholstering cushions, and adding decorative elements
Examples of garments tailored include suits, dresses, and shirts	Examples of furniture upholstered include chairs, sofas, and headboards
Requires a keen eye for detail, accuracy, and strong knowledge of garment construction	Requires knowledge of various materials, as well as techniques and tools for furniture repair and upholstery
May work for a fashion house, clothing manufacturer, or run their own business	May work for a furniture manufacturer, repair shop, or run their own business

Q.7. Explain the roles of computers in housekeeping operations.

Computers have become an essential tool for managing housekeeping operations in modern hotels. From managing room inventory to scheduling staff tasks and tracking expenses, computers have revolutionized the way housekeeping operations are managed. Here are some of the key roles that computers play in housekeeping operations:

1. Room inventory management: One of the primary roles of computers in housekeeping operations is managing the room inventory. Hotel staff can use software to view the current occupancy status of all rooms, including those that are occupied, vacant, or being serviced. With this information, staff can quickly assign rooms to new guests, monitor the progress of room cleaning, and track the status of rooms that are out of service.
2. Staff scheduling and task assignment: Housekeeping managers can use computers to create work schedules for their staff. By factoring in the number of rooms to be cleaned, staff availability, and any special requests or requirements, the software can create optimized schedules for each staff member. The software can also assign tasks to staff members based on their skills and experience, ensuring that tasks are completed efficiently and effectively.
3. Inventory management: Keeping track of cleaning supplies and equipment can be a time-consuming task. Computers can help streamline the process by tracking inventory levels, monitoring usage rates, and ordering supplies when necessary. By automating the inventory management process, hotel staff can save time and reduce waste.
4. Reporting and analysis: With the help of software, housekeeping managers can generate reports on room occupancy, cleaning efficiency, and staff performance. These reports can be used to identify areas of improvement and make data-driven decisions about how to improve the overall efficiency and effectiveness of housekeeping operations.
5. Guest requests and complaints: Guests can use computers and mobile devices to make requests or report complaints directly to housekeeping staff. With the help of software, staff can receive and respond to these requests in real-time, ensuring that guest needs are met promptly and effectively.
6. Energy management: Computers can also be used to manage energy usage in hotel rooms. By automatically adjusting the temperature and lighting settings based on room occupancy, hotels can reduce their energy consumption and save money on utility bills.

In conclusion, computers have become an indispensable tool for managing housekeeping operations in modern hotels. By automating tasks, tracking inventory, generating reports, and managing guest requests, computers can help streamline the housekeeping process and improve the overall efficiency and effectiveness of housekeeping operations.

OR
Discuss how housekeeping is contributing to the responsibility towards being ecofriendly.

Housekeeping plays a crucial role in the hospitality industry’s efforts to be more eco-friendly. By implementing sustainable practices, housekeeping operations can reduce waste, conserve resources, and minimize their environmental impact. Here are some ways in which housekeeping can contribute to eco-friendliness:

1. Implementing energy-efficient lighting: Housekeeping staff can replace traditional incandescent light bulbs with energy-efficient alternatives such as LED bulbs. These bulbs consume less energy and last longer, reducing energy costs and waste.
2. Using green cleaning products: Housekeeping staff can use environmentally-friendly cleaning products that do not contain harmful chemicals. This can reduce the negative impact of cleaning products on the environment and human health.
3. Adopting water conservation measures: Housekeeping can implement water conservation measures, such as using low-flow showerheads and faucets, and avoiding excessive use of water during cleaning operations.
4. Encouraging guests to participate in sustainable practices: Housekeeping staff can encourage guests to participate in eco-friendly practices, such as reusing towels and linens, and using the recycling bins provided in their rooms.
5. Reducing waste: Housekeeping can reduce waste by using eco-friendly packaging, avoiding single-use products, and implementing recycling programs.
6. Implementing sustainable linen and laundry practices: Housekeeping can reduce the environmental impact of laundry operations by using eco-friendly detergents, washing clothes at lower temperatures, and air-drying linens instead of using a dryer.
7. Maintaining green spaces: Housekeeping can contribute to eco-friendliness by maintaining green spaces in the hotel, such as gardens and landscaping. This can improve air quality and provide natural habitats for wildlife.
8. Educating staff and guests: Housekeeping can educate staff and guests on eco-friendly practices, such as turning off lights and appliances when not in use, reducing water consumption, and recycling.

Overall, the role of housekeeping in contributing to eco-friendliness is significant. By implementing sustainable practices, housekeeping can reduce the environmental impact of hotel operations and promote a greener future.

Q.8. Give reasons for the following (any four):

(a) Water is not a good cleaning agent.

Water is not a good cleaning agent because it does not dissolve grease, oil, and other hydrophobic substances. In fact, water may even spread these substances around and make the cleaning process more difficult. Water is also ineffective in removing dirt and dust, which can be ingrained in surfaces and require stronger cleaning agents to be removed.

(b) AMC is required for mechanical equipment.

AMC or Annual Maintenance Contract is required for mechanical equipment because it ensures regular maintenance, servicing, and repair of the equipment, thereby reducing the likelihood of breakdowns and prolonging the lifespan of the equipment. AMC also ensures that the equipment is functioning optimally, which helps to maintain the quality of the output and reduce the risk of accidents.

(c) Banquet halls have carpeted flooring.

Banquet halls have carpeted flooring because carpets provide a cushioned surface that absorbs sound, making them ideal for large gatherings and events where noise levels can be high. Carpeted floors also provide a visually appealing look and can be customized to match the theme of the event.

(d) Cleaning is carried out top to bottom and inside out.

Cleaning is carried out top to bottom and inside out to prevent dirt and dust from falling on already cleaned surfaces. This method also ensures that the cleaning process is efficient and systematic, as it allows the cleaner to focus on one area at a time, starting from the highest point and working their way down to the floor.

(e) Brushes and brooms should be stored resting on stock.

Brushes and brooms should be stored resting on stock to prevent the bristles from bending, fraying, or being deformed. This ensures that the brushes and brooms maintain their shape and effectiveness, thereby prolonging their lifespan and reducing the need for frequent replacement. Additionally, storing brushes and brooms in an upright position helps to prevent moisture buildup, which can lead to bacterial growth and unpleasant odors.

Q.9. Match the following:

(a) Castors	(i) Cleaning equipment
(b) Terrazzo	(ii) Alloy of copper and zinc
(c) Surfactant	(iii) Resin for protecting wood
(d) Drugget	(iv) Polishing silver
(e) Swab	(v) Alloy of copper and tin
(f) Shellac	(vi) Surface active agents in detergents
(g) Upholstery	(vii) Cement with granite and marble embedded
(h) Burnishing machine	(viii) Covering for floor
(i) Bronze	(ix) Furnishing
(j) Brass	(x) Heavy furniture

 

 

Term	Definition
Castors	Cleaning equipment
Terrazzo	Cement with granite and marble embedded
Surfactant	Surface active agents in detergents
Drugget	Covering for floor
Swab	Polishing silver
Shellac	Resin for protecting wood
Upholstery	Furnishing
Burnishing machine	Heavy furniture
Bronze	Alloy of copper and tin
Brass	Alloy of copper and zinc

Q.10. Fill in the blanks:

(a) The stock of supplies held for future use in hotels is based on __________and __________.

The stock of supplies held for future use in hotels is based on usage patterns and forecasted demand. The housekeeping department needs to have a clear idea of the expected occupancy, events, and activities to plan the supply of amenities, cleaning supplies, and linens accordingly.

(b) __________ is a method of cleaning with a cloth with mineral oil infused in it.

Dry dusting is a method of cleaning with a cloth with mineral oil infused in it. The oil-infused cloth traps the dust and dirt particles and prevents them from scattering into the air, making it an effective method for cleaning delicate surfaces.

(c) __________ are small containers kept in washrooms for collection of sanitary waste.

Sanitary napkin disposals are small containers kept in washrooms for collection of sanitary waste. They are designed to maintain cleanliness and hygiene in the washrooms and provide a convenient and discreet way for guests to dispose of feminine hygiene products.

(d) __________ is small equipment used to carry cleaning supplies to guest rooms.

A housekeeping trolley is small equipment used to carry cleaning supplies to guest rooms. It allows housekeeping staff to carry all the necessary cleaning supplies, including vacuum cleaners, brooms, mops, and cleaning agents, in one convenient and mobile unit.

(e) __________ is the covering given to wood product surfaces to give it the look of actual wood.

Veneer is the covering given to wood product surfaces to give it the look of actual wood. It is a thin layer of wood that is bonded to a more substantial material to give the appearance of solid wood. It is a cost-effective way to create the aesthetic of solid wood furniture.

(f) Protective covering for aluminum is called __________.

Protective covering for aluminum is called anodizing. Anodizing is an electrochemical process that creates a protective layer on the surface of aluminum. This layer is durable, scratch-resistant, and provides protection against corrosion.

(g) __________ are small fibers left on the cleaned surface by a cleaning cloth.

Lint are small fibers left on the cleaned surface by a cleaning cloth. Lint can be a problem for housekeeping staff as it can make the surfaces look unclean and affect the appearance of linens.

(h) __________ is a reaction in which fat / oil reacts with alkali to form soap.

Saponification is a reaction in which fat/oil reacts with alkali to form soap. It is the chemical process of creating soap from fats or oils. This reaction is used in the production of soap bars and liquid soap.

(i) __________ is the communication hub of housekeeping.

The Housekeeping Control Desk is the communication hub of housekeeping. It is where the housekeeping staff receives information and instructions from the front desk regarding room status, guest requests, and special needs. It is also where the staff communicates information about cleaning schedules, maintenance requirements, and other housekeeping-related tasks.