Facilities and Accommodation Operations Examination ~September 2005 SECTION A ‘Answer all questions in this section. This section carries a total of 40 marks. 1. A housekeeper should inspect bedrooms regularly in order to: a) Maintain standards and ensure continuing good room appearance b) See that the bed is made and the washbasin is clean ) Ensure that no undesirable visitor is using the room d) Satisfy herself that the housemaid has completed her work (2 marks) A2. The prime function of a duty rota is; a) To ensure fair distribution of the work b) To maintain standards ¢) To ensure efficient deployment of staff d) To reduce absenteeism (2 marks) A3, Direct costs of a housekeeping department include; a) Rent and rates b) Manager's salary ©) Advertising ) Wages of housekeeping staff (2 marks) Ad. Which non-commercial cleaning agent may be used to clean windows or glass? (2 marks) Abrasives AS. Suggest two suitable wall coverings for a bathroom. (2 marks) Emulsion paints and Multi-color paint AG. Which member of the housekeeping staff may have access to the master key? (2 marks) Assistant housekeeper A7. What does the term COSHH mean? (2 marks) Control of Substances Hazardous to Health ~ COSHH AB, State the role of the floor housekeeper. (2 marks) The assistant housekeepers, floor housekeepers or floor supervisors are those who supervise and check the cleaning of the guests’ rooms, public rooms, offices and ladies’ cloakroom. They supervise the room maids, cleaners and houseporters and check their work A9. What is meant by a theatre style layout? (2 marks) That's a kind of seating arrangement in a banquet room with a presenter in the front and audiences’ seats lined up to the backGive two reasons why curtains are used. (2 marks) Give privacy where windows may be overlooked Darken the room when necessary Reduce heat losses and noise levels 4. Bring character and atmosphere to the room by their line. color, pattern and texture ‘A11. Briefly describe the format and use of a rolling rota. (4 marks) A roster of names showing the order in which people should pe certain duties. It's used to ensure the efficiency of housekeeping work ‘A12. Define routine maintenance. (4 marks) a. Routine maintenance activities are those which relate to the general upkeep of the property, occur on a regular. daily or weekly basis and require minimal training and skills. b. These are maintenance activities which occur outside a formal work order system and for which no specific maintenance records are kept Most these routine maintenance activities are carried out by the housekeeping department. A413. Explain the contents of a bedroom inspection form. (4 marks) Ashtrays Bed making Bed unit Carpets Chairs Coat hangers Dressing table unit 8. Doors 9. Furniture fronts 10. Furniture legs 11. Ligh 12. Telephone 13. TV Set 14. Mirrors 15. Ventilator 16. Wardrobe 17. Wastepaper bin 18. Window ledges 19. Laundry bags 20. Pictures 44. Give four methods of ensuring the security of the housekeeping department. (4 marks) 1. The use of electronic keys 2. The provision of safe deposit boxes3. Inventories, stock lists etc kept by the housekeeper should help in discovering the loss of items 4. Faulty reporting ‘A165. List four methods of accident prevention in a housekeeping department. (4 marks) 1. Maintain equipment and provide safe working practices for correct 8 with storage, handiing and transporting of articles and substane: maximum safety 2. Information, instruction, training and supervision to ensure the health and safety of employees. Sate exit and access to place of work A.written statement of general policy which should be displayed by employers with more than five employees and it must be amended as necessary. Be SECTION B ‘Answer any 3 questions in this section. Each question carries a total of 20 marks. Bt a) List five advantages of a housekeeping standard operating procedure. (5 marks) b) To ensure cleaning standards are consistently met, standard operating procedures are required for all tasks. Design a standard operating procedure to clean a toilet. (5 marks) ©) As facilities manager you have been asked to consider the following list of ways the hotel could become more environmentally friendly. Explain the action you would take to meet each of the following goals; i, Reduce water consumption within the hotel ii, Reduce use of electricity iil, Reduce pollution iv, Reduce the amount of waste generated (10 marks) B2 a) Identify the two main areas of maintenance that exist within a large hotel and briefly explain the difference between them. (4 marks) b) Design a monitoring system for a hotel's maintenance programme. (12 marks) c) Give a brief explanation about why maintenance monitoring is so important. (4 marks) BS. a) List five methods a housekeeping supervisor/manager can evaluate the performance of room cleaning by a room attendant. (8 marks) In a clockwise or anti-clockwise direction check systematically everything on or touching the walls. 2. Check free standing furniture 3. Check ceiling and floor. 4. General surveyance of the room5. Check private bathroom b) Room attendants are often evaluated by a floor supervisor checking the standard of room cleaning after the work has been completed. List the advantages and disadvantages of this method for the hotel. (5 marks) Advantage: When the room attendant has completed servicing a vacated room the assistant housekeeper thoroughly checks it, prior to passing it to reception as a ready room (i.e. ready for letting), which can ensure the cleaning standards are met and therefore lead to a clean. comfortable environment for the guest Disadvantage: Checking after the cleaning work is finished, a floor supervisor cannot ensure whether the cleaning staff follow the correct orders of work, effectively use equipment and their effort during the cleaning work ) List ten common linen items you would find on a housekeeping linen inventory list, (5 marks) bed sheets, towels blankets curtains loose covers duvets table cloth napkins staff uniforms 0.pillowslips d) Linen is very expensive to purchase. As laundry manager, list ways in which you would maximise the shelf life of linen. (5 marks) During storage linen must be kept free from dust Linen wears better and lasts longer if itis allowed to rest and so a good stock of linen should be kept and always used in rotation Choosing right cleaning agents to remove the stains Mending and repair before laundering Good stocktaking in the linen room BA. You are the facilities manager of a large city hotel and your manager has asked you to give him some suggestions on how the hotel may improve its facilities and services to attract more business travellers. Make your suggestions in response to this request and explain why you consider them useful. (20 marks) 1 Guests’ rooms a. Many hotels have more or less standard rooms. The trend Now is to up-grade and provides a choice of more expensive rooms for the different types of travelers. b. Anumber of bedrooms may be designated for non-smokers.¢. Multipurpose rooms should be provided for business travelers The rooms may be used for leisure or business purpose including computer terminals linked to the TV in the room d. For women traveling alone, rooms should be situated near a lift and have good light for working or make-up. ©. An increasing number of hotels now equip some rooms with adaptations for the use of guests with disabilities. Bedrooms a. As property prices increase and space is at a premium, there's a tendency for hotel bedroom to be smaller and with lower ceilings. b. Itis convenient if a control panel for light, radio and TV switches is provided within easy reach of the bed. ¢. Dressing tables should be plain, flat surfaces which can be used as writing tables and so there should be sufficient knee space d. A built-up wardrobe with hanging space on one side, and shelves or open trays on the other. @. Inall rooms there should be a full length mirror which may be fixed to some convenient place on the wall or even fixed to the inside of the door. {There should be an upright chair or stool for the dressing or writing table and a more comfortable chair for each guest 9. TV's placed so that it can be seen from bed or comfortable chair h. Tea and coffee making facilities and minibars should be provided i. Fire detectors and alarms should be equipped Bath rooms a. Bathrooms should be internal and arranged in pairs so that there may be a common duct for drains, water pipes and ventilation shafts accessible from the corridor. Bath room floors should be hygienic, unharmed by water and of an easily cleaned material ¢. Bathtubs should be obtainable in various colors with soap dishes, grip handles and anti-slip devices Suites a. Suites should have bidet and a whirlpool bath b. The sitting rooms contain a sideboard or cocktail cabinet from which drinks are served. Lounges a. Lounges are provided for guests who wish to spend time in places other than their bedrooms and where they may be served with drinks, tea or coffee in a relaxed atmosphere6 BS. b. Ina lounge the furnishings should be comfortable and restful and the chairs arranged for guests to be able to converse in small groups. Cloakrooms A ladies’ cloakroom (powder room) needs to be provided for the use of guests. It is usual for there to be several individual WCs, basins, large mirrors with good lighting, coat hanging space and a chair Conference rooms Conference facilities should include the latest technology with audio and visual equipment, suitable chairs and tables. Good ventilation is very important. Leisure facilities, These are provided as the demand for these health and fitne: facilities is likely to grow. They are an added incentive for conference organizers to use the establishment and can generate trade from the local community as many hotels offering the facilities operate clubs with a membership fee. Sports and leisure facilities may include: swimming pool gymnasia solarium sauna and Jacuzzi games rooms recreational areas lounge area with bar changing rooms seaocy Under the provision of the current Health and Safety legislation the responsibility is on the hotel to ensure the safety of the guest. Suggest how the housekeeper could ensure compliance with this legislation, (20 marks) Statutory obligations under health and safety arise out of the health and safety at work act 1974, which created criminal responsibility with certain general duties on employers and employees. In order to ensure compliance with this legislation, a housekeeper should strive to: 1 2 on prepare and keep up to date a written health and safety policy and bring it to the attention of employees display a poster or distribute a leafl under the Act. make available facilities, including time off for training safety representatives. Maintain equipment and provide safe working practices For correct storage, handling and transporting of articles and substances with maximum safety bout the general duties requiredInformation, instruction, training and supervision to ensure the health and safety of employees Safe exit and access to place of work A good working environment without risk to health and with adequate facilitiesold, 46. Name any 080 floorings that would be suitable for an industri = Re “en; tion —June 2005, Facilities and Accommodation Operations Examin SECTION A Answer all questions in this section, This section carries a total of 40 marks. AL. The prime funetion of @ duty rota is: of the work a) To ensure fair distributio b) To maintain standards ©) To ensure efficient deployment of staff 4) To reduce absenteeism (3 marks) A2. Routine care of equi a) Every 24 hours b) Once a week ©) Once a month d) Every time a ma A3. Daily maintenance reports are necessary to: should take place: hine is used (2 marks) a) Meet the manager’s wishes b) Ensure rooms are kept in a good state of repair ©) Check on the work done by the housemaid 4) Check on the work done by the handyman (2 marks) A4, What is a chamois leather used for? (2 marks) It’s used for cleaning windows and mirrors AS. Which member of the housekeeping staff may have access to the master key? (2 s) ried by assista housekeeper kitchen, (2 marks) in floorings and bitumastic floor’ What are the following fabrics used for; a) Chintz: used tor upholstery, curtains, ) Brocade: used for loose cavers. bedspreads (2 marks) A8. List fayr types'of pests which may be found in an hotel. (2 marks) Moths, Carpet beetles. Wood-boring beetles, Fleas, Rats and mice A9, What type of fire extinguisher should be used on an electrical fire? (2 marks) C02 ~ black color or BCF(halon) ~ green color A10. Identity two methods of protecting interior walls from damage. (2 marks) Use of wallpapers 2. Use of fabric wall coveri AI. List four methods of accident prevention in the housekeeping department. (4 marks) Use of correct working methods. Training staf 3. Maintainin; 4. Inspecting 12. Prepare a job routine for cleaning a bath. (4 marks) the accident book and report form. 1, Remove hair. uff 2. Wash and dry bat Clean bath and surrounds1. Be easily rinsed b) Explain the use of the following cleaning agents: 4), Abrasives: depend on their cubbing ar scratching action to clean dirty from hard urtace, We te cham diet wok olust b) Acids: dissolve metals and the rer stains, ¢) Soda and ammonia: These are alkalis are us ase emulsifiers and stain cemnoval agen, rivover d) Disinfectants: Are often used dusing cleaning operations disinfectants kill bacteria, (16 marks) CON ACHON ty My oe tee iy meee why ble olie fe cto forliyDDIM 131 —Fociltics and Accommodation Operations Facilities and Accommodation Operations Week. 1 fal noobs Spates Organisational oT ihe deparient 1, Introductionto housekeepi |. Three department concerned with accommodation a The reception department: whose staff sell _Jand~“allocate) the accommodation The housekeeping Heparent: wooe staf pia Jprovide'apd servige the soca Rc apcoaapltey att ar meal ae coal fv ell ye Cache = tan sole The maintenance department: whose staff pfovide adequate hot and cote, water, sanitation, heating, lighting and ventilation as well as maintaining, and repairing individual articles and areas within the accommodation Cie brow fnak dng operation. What is housekeeping? 1. I's defined as the provision of a clean, comfortable and_safe environment b. Housekeeping = Accommodation services JouMileRansonsekeeping & Accommodation manager > in most small hotels Muy Te cee heed of der b, Executive housekeeper > in the large hotels c. Housekeeper > inthe most hotels 3-44 he 4 de aly sie {. Domsscsenicesmanoger> in tBERRE A eyes fe 2 ¢. Bursar > inthe school dormitories Key, cow of a busldiy od the te in thwe f, Warden > in the school dormitories swoowneks of a bursar g. Matron > in the prisons/jails {2 mwke yun te celty ove chan Ability and personality a housekeeper should possess: 4. Training his/her staf The aims of the housekeeper are to: jeve the maximum efficiency possible in the care and comfort of the guests and in the smooth running of the department. Establish a welcoming atmosphere and a courteous, reliable service from all staff of the department. Vitec (ilt23 gun. ak) Facilites and Accommodation Operations Oxford Howse Cotlereeasy Hang *= OpeA wd ROM + ¢. Ensure a high standard of cleanliness and general upkeep in all areas for which she/he is responsible Train, control and supervise all staff attached to the ae . ; cae Establish a good working relationship with other departments 2 Rae: a Ensure that safety and security regulations are made known to. ih staff of the department g. Keep the general manager informed of all maters requiring attention [ Te ‘ Ce tpeailiga gtertenatet ea igmisgil and welfare of staff Sefoment, supervision, control And training staff ‘Compilation of duty rosters, holiday lists and wage sheets Checking the cleanliness of all areas, (1 4 exmes = cLiow earivennent Checking room occupancy lists, FEAL the ES sth Het rooms heber Dealing with guests’ complaints and requests. ! Reporting and checking of all maintenance work, piiele(e ilema owe eo } hore Control and supervision of the work of the Figen room and possibly an in- house laundry Dealing with lost property Control of all keys in the department, Kaye He eaacter lem Prevention of fire and other accidents in the department. Care of the sick and the provision of first aid for staff and guests Ordering and control of stores. equipment, ete. in the department, Being willing to advise on the interior design of the rooms, cleanin; associated contracts, pest control chet the quanti Keeping inventories “and re€ords of equipment, redecoration and any other relevant details of the department q. Floral decorations. Organization in housekeeping Vise (l02@unL 36 uk) Facies and Accommodation Operations Oxford Howse CollegeTat cher€ veer = Sa Unter DDHM 131 - Facilites and Accirmmnvation Operations Head Housekeeper/Executive housekeeper Deputy Head Housekeeper'First Assistant E wir | 7 h Linen Keeper Assistant Housekeepers Florist \ (Floor housekeepers) 1 a Maids /Atendonts Assistant a an | Room maids Staff maids Cleaners House porter Valets/Butler | ls | Ladies’ |Cloakroom Attendants v eet te 4 - Comevic experts yertddy | rato Tay rt pe pattonctil Ye qprcet fet odhicr 0-H hed rcons, \ tine eppivcatins of larwasg rooren(abien ane oak OP be Vitee ilo2¥aunt cok) Facies and Accommodstion Operations Oxford House ColegeHIM 13T Facies and Accommodation Operato 7), Need for warning signs on wet floors 8). Need for hazard spotting. "He enc put = wy Hee Housekeeping should provide: 1), Hand grips on baths 2), Non-slip mats in showers 3), Good lighting on stairs and corridors. 4). Help for maids when jobs are heavy or involve much lifting and stretching 5). Special marks on clear glass doors to prevent people walking into them, 5. Brevention.of fir What may cause fire? 1). Smoking in bed, in such unsafe places as hedding and linen stores and in areas where cleaning polishes and rags ate kepts io SEEPS 2), Leaving chute doors open, mbit -Ausp fabs Ulery beter fer? ht bulbs that are too strong in lamps, 4). Not reporting faulty electrical equipment, sockets etc. | 5). Not unplugging electrical appliances. if Wreyee nat wwe for + leony Care 6). Leaving cameras and magnifying glasses where the sun can catch them. b. What to do in the event of a fire: 1) operation nearest fire alarm G) smtinchiye if fa peronal risk Teast 2) attack fire if no personal risk UQo af Sed 53). close windows; switch Gfffelectricallappliances"3** t{7s "alias 4) lose door and report 1o immediote superior ica dinplaye: 5) carry out instructions 4 6) report to assembly point for roll call 7) do not use lifts/elevators Firswaifemedies, powitle ler windn con cccur © the Rete Shock Hay co focal; locka AO iy Jes cad Fainting A heart attack A stroke Concussion Vite (250 Fociiies and Accommodation Operations Oxford House College6. Diabetes 7. Epileptic tits 8. Convulsions 9. Asthma Poisoning Bums Electric shock Cuts and abrasions Nose bleeding Fractures and sprains 16. Losing consciousness and no signs of circulation 17, Conscious choking 18. Unconseious choking Vise (l029@untas8) aces snd Accommodation Operations Oxford House Caegene ~ eres rcahte clin) \prevrevtve eects (fagigc =n \ a preensen, \ iy Vedenctntecd rand thi jel eM pepenicnela Fit 4 of rem ee er yueled be the thy, fer as. sbonqunoting shy fr (ote commot yo Lome Order of wot 0 a stondoed inypeoban > comport to He than cbecho How to rele fe emnmunt heeidonb am vem, coke; bedlice / Prevevt oceileuts frown hepperias,. Hk remuter Un collesere bor eo] cortomrert, vhf], plays feeding ‘a flemet l= awe KSOIm GAO Veed color © wed fr wood I pane fre & powelr vue cle tie for ot wicks jap Nemmrnbe quid aad o/s X foam — creamy color fe remmete turd ofl ang fat x Lalen > apreen color used for clectWonl Wild anc! Hraawole Gauid i (oatiener) | 4 COL Abeck clo aed pe dbsncd and finvaalle guid 7Fert ocd rene dior: — 2 Ede te precor should oe La flo: Locwe Wis hotter. Shiro! oe hept wou by coerty wih, Hantet t fetabag: put Me pane inter the recover par Kon: cke me We aivuce, iS oper d. heart obey: do ack ercourny, Ur be lo cba Sa forvord ox a chair Con'h be ac? onl tle Sector come &. tteoke: anocreted wile Wif-Wecd prenurt Sve beh pets a be pavalped. £ COMCUSSION | mre amromat af domo to fe bran met con Leore concinmeens, or feed NA fer eo sled Kove C. diabeber: ume of paryrtan . bewet (ow oat of diay mayor Me Led. Mot producti inewlin fe balance 1 hon Que Hen Sone rage + Start fe cect, feel imnteble 1 epileptic ff + 10: (eothy onguuer ond connot contre theicbedy for & shore period of Hee Place iA fe recovery pot har: Should be wohled om wal | fhe dat co~ey §. conmulsi ons! kad of pt te~ abet pedop base, wae uth cyoang vane A atthe seal beter do nothing, Be peleaiws + Swallowing ,commeriny ina PPA. Oct or conreys nw b vert NW baths diy heer, far ails yt He beapitel we yoo oscil. Brel bare irmene is cold We tow nbincA + cuk of electrical cwrondt mat te wm ow MO = ty see resiitit: 1 alee 4 Ob 4 nceiwowOGH shear wht ware onbseptic Comm wi hs ly , Cen orewving toll Meading 2 vb UA eed Hy hty bevrdeny bockwend’s (Wie THe wane fe breath I fracbwes, pear «do med mae Wor Cale ANY Coloetors) hhDDH 131 Facies and Accommodation Operations Facilities and Accommodation Operations Week.3 The linen room What is the linen room? The linen room is the central depot for all finen (clean articles, in good condition), which are distributed throughout the house. What is linen in a hotel context? Linen means launderable articles, but the linen room staff may also handle blankets, curtains and loose covers as well as articles for dry cleaning What is a linen keeper? A linen keeper in charge of the linen room is responsible according to house custom for the issue of all linen, the sorting, and despatch of the soiled linen to the laundry, the checking on its return and for its general standard. 1. Linen-room work 1. Security Lock the door of linen room + the key taken to a responsible person > an authorised person should have access to some linen in the case of emerg outside the normal working hours Exchange of linen a. directly exchanged for clean over the counter by maid, cleaner, waiter or house or kitchen porters listed and bundled, then taken to the linen room by the maid, house or linen porter at a set time each day and the clean linen collected later in the day dispatched down a linen chute and the floor stock of clean linen made up later in the day by the house or linen porter i.e. “topping up’ of floor stock |. collected frequently from the corridors or maids’ service rooms by the linen porter and the floor stock of clean linen made up later in the day by the house or linen porter . Dispatch a, Why does soiled linen should be sent to the laundry ASAP? Ifin a damp condition, iron mould and mildew can occur, both these stains need special treatment for their removal b. Similar items are placed in one basket, and care must be taken that no tapes or comers are left hanging out as they may get tom or badly marked. Liner is usually transported in wicker baskets firmly fastened by straps, canvas bags or vinyl hampers are used Vise (git023@un ag uk) Files snd Accommodation Operations Oxford House4, Inspection Vitec (sil 2. When linen going to and returning from the laundry, it should be inspected for (2). Repairs (2). Stains (3). Very bad creasing (4), Articles belonging to other hotels b, Pach article has to be opened out and put aside for mending or for return to the laundry for exchange or re-wash. 5. Storage of linen Storage is important so that the linen may air and rest before re-use. The shelves on which the linen is stored should be firmly fixed, as the weight on them may be considerable, particularly the weig! of large linen tablecloths and sheets, and shelves should be clearly marked for each type of article, They should reach to the ceiling and there should be room to mop or vacuum clean under the bottom shelf. In order for the linen to be kept aired, the room should be warm and the shelves slatted to allow free circulation of air 6. Stocktaking Checking the amount of linen in order to know when to order new linen and if possible to check on losses. It may be done at three or six monthly periods or at any frequency in between, In order to prevent discrepancies itis better if all stock is taken on the same day Every piece of linen should be counted and number at the laundry, according to the laundry book. Stock aiken by responsible people in each department on the same day and the lists handed in to the linen keeper who makes up the stock book. 7. Repairs Mending should be carried out before laundering, but dealing with soiled and Wet articles is not pleasant so men: gis done on clean linen, Due to the high cost of labour, little hand sewing is done in the linen room but a great deal of machine takes place and thus a sewing machine gets much use and needs to be kept in perfect order. Machines should be dusted and oiled, and an arrangement should be made for the regular servic ing of them on contract. 8, Guests’ personal laundry Laundry list and a container, as well as a dry cleaning "unl. 96:uk Facilities and Ascommodation Operations ‘Oxford House College ccdDIM 131 Fits nd Accommodation Operations Guest is asked to complete the list and fill in the service required, eg normal or express and room maid takes the parcel to the linen room, The linen keeper enters the particulars into a guest laundry or dry cleaning book and the van driver collects the parcels. On its return, the parcel is sent to the guest's room via room maid. Staff uniforms Such as waiters’ jackets, aprons and cleaners’ overalls are exchanged over the counter. Facilities and Acsommodtion Operations Oxford Howse CollegeFacilities and Accommodation Operations Week.4 = 1 Introduction Laundry, dry cleaning and stain removal 1. A good laundry is therefore of great importance to any establishment in order that 4. articles are handled carefully b. tensile strength of the material is not impaired ©. white material is kept white ed stains are removed when requ €, materials are not ruined by excessive use of bleach f. lists are checked carefully so that there few ‘shorts? |” the work is carried out as speedily as possible h. good co-operation is maintained regs irding damage and losses 2. An establishment has the choice of the following laundry services: 4 the ber! a. commercial \° b. in-house or on premises c. linen hire, which includes laundry service I At the commercial laundry, how is the cleaning job done? ail 1. At the commercial laundry, the linen is checked and sorted into groups, di w dbs then a suitable number or weight of similar articles are put into a washing machine. Sofien water and often a “brightener’ is added to help keep whites white i die 3. The clean articles are then passed into a hydro-extractor to rinse off water and then to’shake out. 4. ‘The articles may now be put through a calendar or ironing machine. I. Dry cleaning oe 1. What need to be dry cleaned in the hotel? a. blankets b. curtains c. quilts 4d. working dress IV. Stain removal 1. Stain removal agents ite (z3duncoh) Fcc ot Asma peti Ox Hose CollegeHIM 131 ~ Facilities and Accomnedation Operations a. Organic solvents, a. Benzene b, carbon tetrachloride Acetone perchlorethylene amyl acetate trichlorethylene methylated spirit white spirit These dissolve grease and require ein use because Group a. is inflammable and should never be used near a naked flame; Group b. is non-inflammable but harmful when inhaled and should be used only in a well-ventilated area b. Acids: oxalic acid, potassium acid oxalate c. Alkalis; soda and borax d her: Oxidizing Reducing Sodium hypochlorite sodium hydrosulphite Hydrogen peroxide Sodium perborate c. Enzyms: powdered pepsin 2. Specific stains a. Ball-point ink onpse ive b. Blood —new™”™ wet vinse — old ey or Gad c. Chewing gum) ete vupetin fib it cuicty d. Dyes: tuavrer e. Grass: f. Ink » & Ink (red) ret revere lin ery fresh h. Tronmould ac ols i, Lacquer and nail vamish orenic solvent i Aven) k a damp pio) acces 1. Paint (oil) orseve suet Sa fresh 10 nok vaxrouable im, Paint (cellulose) «iol. n. Paint (emulsion) c+ renew 4 ©, Perspiration eye Pp. Protein stains eyzyrs aeihaxch bs to cvagnic solved g. Tar {rode ros tne OF s Yi Lee (ill24@un cub) Fite nd Accommodation Operations Oxford Howse CollegeDIM 131 Psiiies and Accommodation Ope Vitec (il023@unl 99k) Facies and Ascommedaion Operations Oxford Howse CollegeWeis bobio 4 Prnoier pollen neck fe 1ohrdulyd sah abrowtyr (oulscuy ines) Wale muah be ammonia hn fren - ot POA ‘lea wae le neptvs, lee othe,ecology double = ecotourism Gren. fer’ Humor | Coan he | Phin rewoval Lope kc > he OVE 1 HOR Solow :Kignid Hd com 05.46 rmrae eytanoly slain Sai cil lnstck veogtable ain Me os bell-pont int chew SS old ston * ij heli canmet omoe t rib ina roncvobh. fier waderDM 131 — Facies and Accommodation Operations jes and Accommodation Operations Week.5 1 Manual equipment 1. Brooms and brushes 2. Brooms are used to remove dust from a variety of surfaces — soft broom and stiff broom, ol b. Brushes are used for the removed of dirt — deck scrubber ear ¢. A carpet or box sweepe}is used for the removed of surface dust and wikh a revolving brush dave dat cellecttoy bow crumbs from carpet. 2. Mops a. Dry mdps are made from soft twisted cotton yarn or synthetic fibres and attached to a long handle Rabie, b. Wet mops or sponge mops are used for cleaning lightly soiled floors in conjunction with a bucket, hot water and detergent ¢. Polish applicator mops are labelled for the type of polish used d. Squeegees are used to remove excess water from the floor and smaller ones are used in window cleaning Cloths a, Dusters and mitts Used for the collection of dust from hard surfaces and are usually made of soft cotton or short-life material and mitts may be impregnated. Dusters should be washed frequently e |b. Rag It is used for applying polish and when dirty is thrown away. | ¢. Wet cloths Should be absorbent and of a manageable size so that they can be wrung, out by hand. They should be washed and dried afterwards. 4. Swabs ‘They are used for wet work above the floor. ©. Floor cloths 1 They are used for WC pedestals and floors when the use of a kneeling | mat is advisable. f Chamois leathers Vise il022Gunl a8) Facies and Accommdation Operations Oxford House CollegeDIM 131 Facilities and Accommodation Operations They are used wet for cleaning windows and mirrors. but they are also used dry as polishing cloths for silver. They should be washed when necessary, and rubbed when dry to sofien them. g. Serim Itis often used instead of chamois leather for cleaning windows and mirrors. h. Dust sheets They must always be kept clean and are used for covering furniture, stored articles and during spring cleaning i. Druggets They are used to protect the floor during bad weather and during redecoration, j. Hearth and bucket cloths It is must be used clean and may be used to protect the carpet or flooring, when a fireplace is being cleaned or if there is a likelihood of water being splashed when a bucket is being used. 4. Containers a. Buckets b. Polish applicator trays ¢. Spray bottles d. Dustpans fe. Dustbins £ Sanibins g. Housemaids’ boxes h. Trolleys IM hanical equipment 1, Vacuum or suction cleaners: a. The usage of vacuum cles ers Vacuum cleaners remove dust and other loose particles from hard or soft 4 surfaces by suction and some have brushes to aid the collection of dust. The dust is collected into a container which may be enclosed within the body of the machine or on the outside in the form of a bag. Cylindrical: having no rotating brushes and work by suction only (Suction cleaner) 2. Scrubbing/polishing machines Yitee(l023unL acu) Facies and Accommedation Operations Onfxd Howse CollegeDDIM 131 — Facilites and Accommodtion Operations a. What is a scrubbing machine? Scrubbing machines consist of one large and several small brushes which revolve and scrub the floor, the water and detergent are released from a tank attached to the machine Geshe Shampooing carpets, polishing, spray buffing, spray cleaning or polishing floor fr combined scrubbing/polishing machines are used in many establishments as the machine can then be put to greater use: buffing / serubbing / stripping. Er Mot waiec etalon michiben ep, cleat g cay peter (emt toes) Il, Choice of equipment 1, Avoid buying some equipments not used frequently, consider buying a dual- purpose machine. When choosing equipment, a housekeeper should consider: a. safety factors b. ease of operation and cleaning €. work performance (finished result) Mae @]ficaaty cor V4 dy? saving of time and labour durability wretsPe appropriate design, size and weight ( storage’) versatility 2 uth - function manoeuvrability and portability eave of conbrot noise storage maintenance and servieing arrangements reputation of company 2p9WeF Nepnboion initial and operating costs Care of equipment a, use it properly b. store it correctly ¢. are given time to clean it /nmnaintoun it ._ realize the importance of reporting faults promptly Logical LV. Cleaning agents 1. Water can dissdve some oliet [ae od 2. Detergents ses cpu we ity weler cona yes of dreens : pageant + onttonddink (lat te tect) fa. wiletsoap Carfeins Luh ree b. soap powder eon, dished ~ weber. clean te to! €- powdered syheigleterzents BO%. alka 95% bleak ao Scares. yor Pred ch maltiple subpstancer .Sibadle fev Leewiley soled Bt solver sed Sea ee roe ab rhan cee fable 1 Ceblactol) soap flakes ¢,, froyte felwies washed iy, Low fempemture liquid synthetic detergents fa werhiny hod sarfcace> biological detergents Pewee orgpwic stows EE ai sanitizers or disinfectant detergents weal ole eee ser fo Abrasives cry Can remove dick phisicady, Bade iver did row hort Ones Toilet cleansers cont. G&ids, remnwar arctal stains ow per conbovs minerals! . et clameed o) wants Window cleansers pe@sh yer are wetels Soda and ammonia aha rarevt Very, host Acids affin oil clawt the toilet. ven, smelly 10. Organie solvents 11. Bleaches and disinfectants V. Polishes Crust) 4. Metal polishes revere Farnila ow the moc. 2. Fumiture and floor polishés aye a Hin (ayer of wow eorfarce (eck hoy cuaiel 3, Floor seals protech surface row dirk csaing and olber Ligw'd. 4, Le ensii, maintained ‘VI. Choice of cleaning agents Wwe howe t= conwcler before cheery! 1, wpe of sviling “te Wet degren is iF dirty 2. composition ~ of clasminn, exgunts. dhemtcels anil onrmgp overs 3. case of use 4. saving of time and labour 5. possible damage to surface 6. toxic or irritating to the skin 7. smell versatility analli fawckor al 9. packaging 10. storage and detrioraioh v9 OF volue 0° qualion, Lf. cost VIL, tora and replenishment of eeaning agents feme: fiemmebility, vie ¥) Faced Aecoemodton Oprtinds Oxf Hose Clee hey bl ote #98 eanrics ries end! pera OFfEDATIOUS A biaryl Wks oe orfor/fr.c0¢e “Ya Psion aryaric. schind = 2thiy grrr, Afectot: — 4. li back, adie renthet alla munph te origin state ) era Apres rh Lleouner eens 65 a chibener pGlssicny ate recent THI Loaf fads 50 chaning ay, + hiayah Note > Labrore cord Csalenien, wag? conmevian ars) in homdar ing -_— ' ae IEE dracebs vary roufla ead leary clotien j a ~ He aren of the flow around Whe fireplace deck > plot ke > qutek, Lyk sanbius swith Fb, pload in He 4etld: mites pedal sq tee id cr kitchen 2105! bow, fo a Sell bens Cheilet soon , peli, Non find tk on the bre en. r Ms Chanks , [om pneraton Raia eae aka b itt a he v, Gaming ackiition Pete 3 surtoruapi ity b+ 6COT Hed (actiie) sect. NW Soft (parsive) scer. eos PA eet acti, ASST W. Of platforms Mowe cose ~ cour words not otnw 's cane ond gourtences PassevT THE Care tlt Don'h recibe 400 WUC text: Ao yiepaee ploiform = Grek The influance of ecotowim 3 promisi (th a anal q ls i bob axing, wnthoul era’ 4 nels (ewe neesera aryl owoeg [rape aualmerable revolve = pf being, > cleauma, om tonic = wtrttiona!DDHM 131 Facts and Accommedatin Operstions Facilities and Accommodation Operations Week.6 Yitlee(ulo2¥@unl acu) Facies and Acommedaton Operations What is contract ch What age i services does a contract cleanit g company offer a. Complete cleaning programmes with all work and responsibility undertaken by the contractor b. Regular, selected types of cleaning within an establishment to famce. well ni fue He wh assist the existing housekeeping organization. 46 ae ¥ Periodic servives to assist the existing housekeeping Windndd leony jay Wertiing organization gsinfeck Hat toilahn eis Saipan compek cheatay, Why does a hotel consider contract en outside? yin, Teed prone: gydes coal SlCr eee! seh ‘The main advantages of contract labour to the client are: Pel ihing, modaiag a, no capital outlay for equipment te mar iy mde for otter parpeose> b. no equipment lying isle ©. no buying or hiring of specialized equipment d. the difficulty of finding, training, organizing and supervising the cleaning staff'is passed to the contractor. ec. extra work may be carried out at certain times without vader ee ED ae meremted pe naert Heme working heard increasing the basic staff f the extra cost of cleaning is known for a given period. Prt oF contract | Causes of dissatisfaction may include: \ TeSeriexbiliy to eect changes a b. loss of proptietary interest 7 rsbiee weno R25 aya tea thee gobs: problems Pe figiateeylass hire daeners from al areas of Che 4 problems regarding ljaison and co-aperation between , Hie weeds fo Yok euney foort bit rote in? Fe eee) ees fal san ¢. deterioration in the quality of the work cawpeW i “a catsperee comvastors seffecd the Woe Specifications for the contractor 4, schedule of areas tobe serviced and the frequency with which a fo wneke 1Ure the the eM nok ~ feck Vow yn iBS Coy Jjob is done b. description of method, equipment and materials required ¢. hours during which work is to be done(promcten) Pecitcsant Accmmointn renions He ell enh nave, vefpronce: SeCUTily FeqUiTeMent 29. he doors ecked provision of adequate supervisory requirements, storage areas and provision of lockers and other the enc we Ht hold enpleryel (od? (Y tee pe aes too Log cover for sickness and annual leave accommodation for the stat? —aolone. by the hotel ed frequencies of inspections “with the contractor necessity of complying with the Health and Safety at Work etc aes agee caans Oey eeei zap es ae Oe J. public and customer liability(lere fa te insumance) Costs How to measure and calculate the cost? Man-hours = areas « time * frequency III, Other contracts a florin HOY ovemmgomnnals /cheoeazon Various manufacturing firms for the servicing of equipment at stated intervals, delivery of certain goods at stated times various hire firms equipment Joop furniture and furnishings > Aig oh pursituce TV awickseramm TY /penice, sanitary disposal services incinerator 2 eh. des in-house laundry equipment letwrd™ wad! te conference equipment computer, overbad prapcier sree dust control mats Vite (imexgunlacsk) ies and Ascommmdstin Operations Oxford House Calege¥ Acro BA 5 4v0 sccomoonicv oF.) GE) Sue GO (ee Ome ery art wid ite cath bef dae bry] thai routine Choniag aos spiny Leanna, A fo etn le be Lecce o/ roukne emmy f - Occupred (tm (ot) | at omy tere Socata (pet le OH) \ vacent eh rows: re stheet re- pO chao ballnrecry, toilets Cenphy Hn, place owe!) rearrome the room (uk emg back iu ocr dor’) b wwak be remacred, ew voceded 10K sips of the prvioa Tete ib rey de te Rae: ara Vacant tar yah ence lat uty Daily Mebing only 2 coved cub in porvcdbe inderwbla . Veady bo ve pe- plowed. Aoaniny cov ped Stine oluated) with conbocdors or sub cob. Oursourens, tact ch scam ob wt We cleering pom ee Bowig sericn a eb aralysis a Pha ht, phi tweived) : — job description (te it ont i bh ceomitertbion of Het job — sutbegte be fly reer a o eleckey ate. fr the reve) so ioe ies mel ply BWP rhehG? Jud oak Hae Wank colintion fo achieve Kaela effomety. Loorden of wore. a canech svar of wore RoR ehleckre von Pp rpecipoctinn store: > orlee ef uth. paceptnra} specif oly « oesDelarertian Oris tre ad morory- me § beerkrowtot ond contractors: Sy Ua con avers! fel” Sowiny paerain, ono/ Hone, ie. some jo con on, le cere dutivy He viyltinne . SA Cotta > Cun Ruperder” Hi with Lom conbrot Cor wheb her be doe - thew ibih te be done we can plyer yecporoe fe Ke = whey _thipte te dane celectoy closed sovb2 eS Sie Catt > COM 0] wouen “oarh of equinmrtt + cotho} clerwiny oxteuts + suapplion + overbwodn + pepe Sijwre te. z 4 sand ot 9 reprancte te colculobe Sie See pe 0 Warher hoa, rote cost Jimsuovber = (alex bewtry us compart pes a rate wilh Be gine price: Pee ars Jan wans avi Be dreary pene Sune / nila me cops beh cutlnay foe cglpanah DR pent be Dane erptine ib legeay il Jae uring a binky omy} KOR iualtty of fading teieiag orsemungs spss te olaciy stl} acd bo Hy conhouy Sartre wat morn be comed out i thet orem ow abv)) 6 He wok cork is erly known eae se o[ (GA blly & det Amy 4 yinleeet fe ena t bn fh rept Cleret 5 gbbrrioriabon i~ tha 3 eonrthy gpotty 0) werWk quiction = Uris bppietin (5 organ ser, ? DIAM 131 — Facilites and Aecommodstion Operations Facilities and Accommodation Operations Week.7 thelhousekeeper and the nnanagement ofthe departinent I. The housekeeper 1. The housekeeper is the man or woman responsible for the efficient and economic running of the department within the aims and objectives as set out ; by top management. As manager of the department the housekeeper has the responsibility of Yigled planning and forecasting for the department, organising, leading, ditectin, “er 69 tasesh 6 controlling and co-ordinating the accommodation area under Her jurisdi official passe HON mods lage eh and while doing this must comply with the various legal requirements Fire precautions Act 1971 Health and Safety at Work Act 1974 I lgsime Food Hygiene Regulations 1970 gaz disipnal t eafivar a seted (a(S to rguine - Hotel Proprietors Act 1956 agstarpnee MA Sex Discrimination Act 197Soyi as dteerinad ing om gorsnets of Goi owe sat fee fiom 8-18. ce Discrimination Act 1976 Eaylage-s any oot 3 ec agers aay tet ke nalants ASODAT tap lap tes 04 Dey of she lroreka'r Employment Protection Consolidation Act 1978 2 yasies 4re4 4°" ffective management by the housekeeper should lead to: Hegre) ectee ih OMe ea ie wie i) fa Aecopua. cleanliness ofthe premises~? 24 wh eS Masa iti>e*"b. a comfortable and safe environment forthe guest ->\ 2 is ; on cf gain {1H CSc. consideration forthe welfare and motivation of the staff (+¥*"*5"S i) ale Ehticien of wf 4. economic running of the department (Effie vt diet | SS cools a contribution to the profitability, reputation and smooth running ofthe Regi mee me es U Ont TE wang sryvey te Achtese : tablishment.=> E> essed Pal ou Htor es eset of le chr abjetvas ot M2 wm (IL Planning and forecastin; = yi s 1. A good planner thinks on the lines of economy, making the best possible use wulel be beste in rwinalciet Uabone costs acreret for Fo mith of ateted leat Lol of time, labour and matertalsfand this Will-be sade caster forthe housekeepe}, Cnt 2. Designs should be simple, standardized and planned for easy cleaning, as well Eis ea eatileoy as Ming oR Ss as allowances made for change." pecbvush wdt/ In planning and forecasting for the department the housekeeper tres to make again the fullest and most efficient use of equipment, space and human effort: The Hikes’ skald plen: waa ae what work has to be donk (Lol felglt meeels tebe dont Se when and how often it has to be done ( YOba> freprenty A pn 2 camplsh Mir yah ) Fath °C how itis to be done ( WetnBa emplagiih te accomplish Mey a Bo Sara.ag 1 1sto be done ( l “va af wick, Fradnahine GC leans S Ht es A, ue ce (ede Hele eg" wre. besa. I incense cy Rom nc xen Op caries ep ea ehhHh Re RNR aIP co SUH Tene CeO ¢ gin tfker come fry Aus B pis dsclitadyr of the whole raoge of cloonts ' HM 131 Facies vod Acconmodaton Operations agen) mCb@dD 1B RARELY ED Ble nto wise, herd u d._ to what standard it is to be done 08" © ¢. how long it will Take-care tole} '* D/?* ms) fer bis SIH Seure Honk ae Sear wine Fin thE OES NG ues nat Renee lem seein, - varhiny tne dlrethinale Chow: olor couhoone, ‘cone of daratjuyes, thew Velen wow cush'sVOmcoa) —on0/ the copooty o} the ie 9 Teme yo Abetinihip ern“hy e fae an eth bee eins fe biol Arinye iY co Neti cal pee Mee bk (pbecler 4 dnc} claut) Hatin jad thar dry olstr (polit It tab So) denn) = day te fab) O rosary, bw haw Sf} off Yaw bealieat 4 Ea je ae lt preban seak, thd + oro around sed te pg ad puf cul 0 spor one. ™ tacked lreuclwurl, roe noel @ US fodin o cet sop aotirkor sephora dt the Bani Jala, are the fp md pectin Oy re Ae lao) earn pyle Nome ry y werliben sething on a. _ sth i; Hrd — tev cur work = cbnoliry 2, Loans bot stingbro) 40 tne sal] ; feeds ch Kd jnoliby of wok) ("ood ate J) 2 sett up 0 treckin, siplenn tle v ~ A copecon x awd x fade inopectad) staidowd LA by + mon diteled) erpla rod, con woh, shady shenclordy ebak cb ina tte! to Be _equelhy a inswrd 4} the chemiog, yal wie the foclihen ani oe sned of i Mranionnn == 40,0" 10% be cover Home whe mp SLA Gover , cv omteprc Kahoanen ete SF 0, Ws yor he Yulee def Breve hat irtonssee ‘Tho predbckc if wok be excovade ot He urna od oj Bee drbigy 3} oe oe ah 228 en com Wn canals pet Reve shall Ect i siti tah eneDIN 131 Facts ad Acommodson Operations ies and Accommodation Operations Week & Interior decoration — Lighting, Teati Colour ‘The architectural aspects of colour a. Dark colours b. Pale colours The psychological aspects of colour a. Reds, oranges and yellows — warm and stimulating ee yetic b, Pastel shades — cooler and more restful pastel sy pale color €. Green ~ cool and has a soothing, pleasing effect 4. Pale blue ~ fresh and cool ©. Dark blue ~ can be depressing used in large areas £ Purple ~ richness - Hoh coter g. Brown and other dark colours give the impression of comfort h. White can appear hygienic and cold. Colours may unify an area and can be affected by a. the amount of light b. the type of surface ¢. the surrounding colours Pattern Texture ore coped Myonyhout Hee Whole renre, , Floorings: The tendency is to have fitted carpets throughout the house. Bear Jus aoa a os and rugs, ZZUitt rer on re in mind of the function of the use of carpet squares and rugs. Cyedacey spec (Loman TV od of) Wall coverings: must be suitable for the size, style and function of the room. Mirrors: The functions of mirrors used in a hotel are a. make a room appear larger, F742 peak, b. increase the light; add to the appearance of a vase of flowers or similar object. > < uC d-offect Vitee(vl23aunLae. ak) tion Operations Ofer House CollegeHIM Facies nd Accommodation Operations v. Fu re and other furnishings: For a room to appear comfortable it must contain furniture is functional; b, does not lose the sense of space in small room; blends in with the rest of the decoration. herw-ow rete i" 1. Light plays a key role in creating the right atmosphere within an area. a. It should be decorative and functional; b. Itshould contribute to the character and atmosphere of a room; ¢. Tt should by adequate for general and particular purposes, without causing blurtaet glare or appearing flat and dull. 2. The direction and quality of lighting: for Aa wor checks a. Direct lighting b. Indirect lighting c. Diffused lighting d. Semi-indirect lighting Fittings and shades°Ci 4. Uses of lighting a. Lighting is used in interior decoration to: 1) reveal features of construction; 2) conceal space by areas in shadow; 3) create impression of space; 4) create suitable atmosphere in 100m or area; 5) act as. focal poing; mmm tLaneye~ vamt Lo QeaplnosiDe our and texture; fe noke 24, Obtions.te evphente on sy Te Wfllalten 6) accentuat 7) highlight pictures, statues, floral decorations ete; troduce accents of colour by fittings and shades. cashes tei~ 4 otaramphere 8) b. Lighting in different types of places: 1) Inthe retarant De Biss OAL Tedd vse The So eaght re od 2) Inthe corridors W(t. ten cam sultan net ypdry fll a ret 3) Inthe bedrooms armeo! oa 4) Inthe bathrooms ver, briefht Les threney Heating and ventilation 1. The idea of suitable conditions yw oe nenoker ilaieraperatiee bfbctWeen 15-2070 Gln- = coi) — Warp auel ben cba > not ctlous ptapit: He Geen Vier itu seu) Fritts and Accommodation Operations (Oxi Howse ColeveDIM 131 Facies and Acconumadaion Operations b, a relative humidity of between 40-60' Vey gece! Contitction nyptemn not less than 2,800 em! of fresh air per person per hour = . Recommended standards of warmth are: zg lounges 20°- 21°C; Pe Sy weiny Hare bedrooms 13°- 16°C; general offices 20°C; Cort be too wan factories, depending on work 13° - 18°C; general spaces, entrances, stairs ete 16°C lavatories 18°C: hospital wards 19°C, Fe=~} fo + rote Eyetuy saving; Enetey muy besaued by seve enon we cael aalf-ctaring, door e £ h use of thick curtains, fitted carpets, close fitting deors and windows, entrance lobbies, edge sealing af windews and reflective material behind radiators use of timing devices and thermostats— temeasace Xo) adjat feneperabore controlling the temperature of domestic hot water, 40* - 45°C for bathrooms, 60°C for kitchens. encoursging the ute of shewers, 4~, 4 sou wetor’. Sethoiming, fr-ceb oy Fes use of spray taps imgloskrooms isolating areas which may not be in use. ood maintenance of taps, heating and dish washing equipment ensuring efficiency of the heating source and system. Flowers Floral arrangements should match the standard of the establishment as well as, complement its style, decor and furniture. Flowers need to last - Artificial flowers. ace Wed moat Limer, iis and Accommodation Options (sion House Cotesweyce fe Grasse ere 4 AS) Design of fue lobe & cea) ape v1 Lecetion, Lercohon => Deriogn, Deri yr, crrele o chrom rope” ano) comftuble emtronnerd : cov}. 6 eh ap ana Gane of Leorburn ino) sorety Ge Em eee Wee the chncphen Viewer 0 howe, & inteapite,sirthus! Jot tober hot fe. 4 ap to woke quent faokicb. end relowx Up cal derigh we colors Cike Lore, tl becl col ix the mapersoral hoteh enirounmen corfot lerling paints |\Celar ovelitectual effects a t fi pale color (eld fea ten ° ie recedling co td \ pracbetericat effects it Turchare, cole, beatae fects Ke 01 pyr] Bdlominy ¢ Wen wed on gn ed well, wer, shorten He petit of the any o ole bru Ke bept o} He ceteny MM 2c co Smal ron. dock GyyrSE France belt = red fore nyo A ethonw colour +The loange = brow S doe Bufrroon perle blue; peeet o pink + ecteeih musty, Garacy Rorkamramts — ~ retowed) obrenphere | Gunna red poh * Boys dork colours rehoriny ,yokuy Arcunt of Goth — fauiny onto Hama. Cvteing Lock dovicey olay He oa, feouare rer snl sheobws {Surface = eaubfs avery ppters darter, / 5 ere complied by Yhe reuphaen. ~ efech He Ltt beds Wh doaw bh coptee the Cphd Suvmeclay colon M thesag eiatirnast Fs { | ; Parte 7s) Plewes, hevirente Cine, certicet elrives conjachon wil petleny Coen cm vowolig nud IL Uf Swreve ener opnord drcher ron lack ye no) pore owt B wole (eh lower ond violer fre bertonted re Tee wun potern were ram A) Dob p & the ee | Seo) poten shatd be reledey’ be slee ey roo fobjert, | Mo \ help cveete tle iUysion of apeote or smal spac X Tes moo patter it olsturbing, to the eye, ond eartre of, foxy room. x horny poten com te overpowering, in ov waar roowr HX Sorc podiens Mery be Crt in Lary anory tue: B& Texture © Kotevel sed fo wrckee furrtterr. (uel co pehcaee* VD AE xprovidten onbs an floor turjea. t~ che aples Worney =ppeerece seers to odd space, ose (he owen ay center ar orrenpiny Ha fomnitne oro ( not We nant Oly Ha The bie ph Affe leecher + Bose ‘nnonnger non — Concussive tors sel} Det op wie Boy Using ceder -weter ste roe tops de aime redhat OY fe nacioa Lew mito Uvetv We Consnnd Crcomeoay & tue of rrewer i opting /tertng, Zeskiny /appiances Hod wes, aire yee, Cyboulbe seh -kawing, a we | meter bb weve apres meeooy awoke Dorp the Warke properly sooty unre te reegdliug, (actor iv Soe ; .Facilities and Accommodation Operations Week.10 Planning trends 1 The importance of planning The impression of the hotel made on the guests ean be improved by careful initial planning of the building, furnishings and fitings. IL Inconvenience and annoyance to g sts and staff can be caused by 1. different Moor levels necessitating steps 2. insufficient or badly placed lift 3. too stall service rooms 4. badly placed linen chutes or rubbish chutes 5. unsightly plumbing or clectrie wiring 6. badly placed electric sockets 7. insufficient lighting and electric sockets 8. inconvenient and badly placed furniture and fittings 9. unsuitable surfaces for the wear and tear to which they are subjected 10, insuflicient washing and bathing accommodation TI, The initial planning is of tremendous importance and can benefit both the guests and the staff. IV. Planning in hotels 1, Guests’ rooms a. To have more or less standard rooms. The trend now is to up- grade and provide a choice of more expensive rooms for the different types of traveller b. A number of bed rooms may be designated for nonrsmoker: 75 too ict Multipurpose rooms“are provided for business ravellers, The rooms may be used for leisure or business purpose included computer terminals linked to the TV in the room. 4d. For women travelling alone, rooms should be situated near a gon ace lift, have good light for working or make-up. e. An increasing number of hotels now equip some rooms with adaptations for the use of guests with disabilities 2. Bedrooms + (hospitalnv@ofondhossseon som) on Operations (Oxford House College ,ous 1st 6 As property prices increase and space is at a premium, there's a tendency for hotel bedroom to be'smaller and with lower b. It’s convenient if'a control panel for light, radio and TV switches is provided within easy reach of the bed, ©) Dressing tables are plain, flat surfaces which can be used a writing tables and so there should be sufficient knee space A built-in wardrobe with hanging space on one side, and Ves or open trays on the other €, In all rooms there should be a full length mirror which may be fixed to some convenient place on the wall or even fired to the inside of the door f. There should be an upright chair or stool for the dressing or writing table and a more comfortable chai#rfor each gues Television is placed so that it can be seen from bed or comfortable chair h, Tea and coffee making facilities and mini-bars are provided. i. Fire detectors and alarms should be equipped a, Bathrooms should be internal and arranged in pairs so that there may be a common duct for drains, water pipes and ventilating shafts accessible from the corridor b. Bathrooms floors should be hygienic, unharmed by water and of an easily cleaned material ¢. Bathtubs should be obtainable in various colours with soap dishes, grip handles and anti-slip devices. Sie ed With bidet and a whirlpool bath. The sitting room will contain a sideboard or cocktail cabinet fare [yo—~ which drinks are served Lounges es are provided for guests who wish to spend time in places other than in their bedrooms and where they may be served with di ea or coflve in a relaxed atmosphere Cloakroomsmn OR 31 Falls and Ae A ladies (eloakroon cls to be provided. Gonference Foms Conference facilities should be available with audio and visual equipment suitable chairs and tables with good ventilation 8. Leisure facilities Provision of health and fitness facilities. ( tdnouseroup com) Facilites an Accommodation Operations oxford Howse CollegeHOUSEKEEPING & ACCOMMOBATION STUDIES Instructions to candidates: a) Time allowed: Three hours b) Answer any FIVE questions + olin ©) All questions carry equal marks, Marks for each question are shown in [] Deva ee “7 he responelities ofthe housekeeping department wih reed tothe fofowing sepecis: <>“ Health and Safety: Personal injury, Accidents, Prevention of accidents, Preventicn of fire public liability: Public security. Health and safety, Theft, Lost property &valuables se eon vacticn Selecting job procedure, improving the method being used, appointing right staff, the Bey of ouporveion [4 cach] 2) Outine ways mwhich the ead hovsskeopersan cack] i _staffrosters: these show the hours of duly and days off for each member of staff 2s well as any ther relevant details such 2s mealtimes ii room status: check Te Toomn occupancy ratio ii forward occupancy levels: fave ce. role licked . Tene valan bitkory recor iv. staff taining requirements, for the smoother runnit ofthe hotel I2each Me pree he jualtey of Poe Def al 2 a)_ Describe in detail the inspection for a bedroom with private bathroom by the assistant housekeeper. (6) ina clockwise of anti-cleckwise direction check systematically everything on or touch ing the walls 8+ poles Checking free standing firniture Checking celling and fioor 4) General surveyance of the raom. growl peor cm e) Private bathroom b) Outline ways in which the assistant housekeeper passes ready rooms to the reception. PR) through preparing room occupancy chart or inputting room statues on the computerised system, @) When inspecting rooms on a dally basis the housekeeper must make careful note of any faults or discrepancies. Describe at least TW@ af the abave* VSO aplnce fany ule on the amenities seks Ure Mapeaeent 4) List and describe © OUR reports that muBt be Used to aid the housekeeping department on a weekly basis 3 "5: Bedroom inspection report + fe dade “A te wmenskin end ocliies in Ma LAE “2. general maintenance ceport +3. Specimen floer checklist “4. Staff duty roster. (4) He we elnnenct yoy oe 3 a) Describe the cleaning methods and cleaning agents that you would apply to the following items i cutgiass ii leather upholstery iii copper iv ceramics laminates (2 each] @& Bn which cleaning agents would eradicate the following stains: blood: new. soak in coo! or warm detergent solution. Old: rust remover, oxalic acid, potassium seid oxelete, sodium hycrosuiphi = i redwing alaliGetiici™ ee each) ¢) Explain the difference between EACH of the following fabric weaves i cellular weave: the pattern is introduced by combining twill weave and satin weave, as in damask iI pile weave: in a pile weave there are tufts or loops of yarn which stand up from the body of the cloth il) figured weave: these weaves give a loosely woven fabric which holds air in the cells between the threads, eg callular blankets. [2each]ili section key: Floor housekeeper iv _ master key: Assistant housekeepe [each] b) Due to technological advancement there have been many new security developments. Briefly describe FOUR options available to existing and new hotels, 1. computerized Jock system 2. safe deposit box 3. computerized door system 4, Peephole [2 each] ©) Describe the legal jurisdiction that the housekeeper must comply with for EACH of the followit | Hotel Proprietors Act 1956) Hoteliers and housekeeper reserve the right to refuse providing service to hotel customer who are not at hisiher normal sta ii (er The management is ultimately responsible for the prevention of accidents, the housekeeper. along with other department heads, should endeavour to see that her staff are safety conscious and prevent accidents happening at work / [4 each] ety Pour toerk fe dor a) Explain the fundamental principles of nh tag i the design of a bedroom suite: is affected by the size and relative proportions of the various pieces of furniture and fittings, and the article which has the most effect isthe bed ii colour and decoration / lighting for a lounge suite: Architectural and psychological aspects of colour, ighting should be decorative as well as functional and it should contribute to the character and almasphere of a room and be adequate for general and particular purposes, without causing glare or appearing fat and dull i style of furniture of a business style occupancy hotel: The style of any piece of furniture must tone in with the rest, though it wll not necessarily be of similar design, The whole should be in keeping with the style of the room [4 each b) Explain the difference between EACH of the following accommodation functions and styles: i lodges: decorated in rustic setting, its main customers are tourists i motels: built adjacent to the road or high way convenient for the transporters on the road ili five star hotels: luxurily decorated accommodate business people and well to do people iw hostels: dorm-style accommodation popular among the youth or disposable incomers. [2 each] 2) Describe the actions that must be taken by the room maid given te following circumstances: i guest complains thot 2 passport nas gone missing on retum to her room’ Regort missing tothe head housekeeper and secury department i unattended bag found in the hotel corridor: on finding unattended bag, room maid need to inform securty department immediately, as they are wel rained stft knowing how to handle this problem Wi late departure: inform housekeeping office and verty with front office. iv oud music coming from a room adjaggnt te a Do Not Disturo’ room notice: Inform this to Housekeeping department and call the guest to fart down his/her music in a polite way V advanoes made toward her: Repor this *o housekeeaing deparment and check with fo each] Picky 8} Discuss the chambermaid's responsibilties from the pont of view of i daly feedback of information to the head housekeeper: confirming the current room state, reporting any damage and loss, handing in lost and found articles ji Health and Safety taking reasonable care of themselves and other employees and other persons on the premises, co-operaiing with their employer conceming health and safety 1B each] ) State the specific checks that the head housekeeper has to perform on a daly basis. \ Jp trax tof} te ormaanten 2 allocation of work — oly Hor emipm Mae joe be cork a 3 wot condos ole sa aod ae ay. bam foot a oak 4. allaricles in use within he department q Ms aan nels fen we “sip aspabyMarch 2004 Housekeeping & Accommodation studies 1 All housekeepers should be concerned with the cost efficiency of their departments. a) Explain how the housekeeper would achieve cost efficiency within the department and describe the methods that she or he may employ Efficiency in housekeeping should lead to the comfort and well-being of the guest, Efficiency in housekeeping should also contribute to the saving in costs of labour, cleaning materials and equipment, furnishings and the like, All housekeepers should be concemed with the cost of efficiency of their departments: 1. On hiring staff, housekeepers should be aware of bit contiaet labour and selecting contractors for selected types of cleaning both on a regular and periodic basis. With a contractor it is possible that a higher level of cleanliness at the same cost may be obtained because new methods and mor: efficient equipment and materials are used. Materials will be bought in large quantities, and therefore more cheaply. and this may be reflected in the cost of the serviee. Housekeepers should look more closely at the cost of such things as: a, servicing of a room cleaning of a particular area serving of early morning teas Hel ie night service. ie tuning down overtime compared with extra staf hiring compared with owning linen, equipment ete checking of linen using non-iron linen with or without laundry on premises office supplies, handwritten versus duplicated versus printed lists re-upholstering versus purchasing new use of contracts1. bulk buying On purchasing things like cleaning equipment, furniture housekeepers should make a policy in regard to depreciation \d renewal periods, nothing lasts forever and there is a choice w as long a life as possible out of the article or of planning a renewal period. And when buying, knowledge of the British Standards Institution and its kite mark is advisable. b) Write explanatory notes for each of the following orders of work: is @ sequence for cleaning a specific article, eg a wash basin. It helps maids in their work and the housekeeper in trainin maids. ii, duty roster: duty rosters are charts which are clearly laid out, showing the hours of duty and days off for each member of staff'as well as any other relevant details such as mealtimes. They enable the right member of staff to be on duty at the right time. maintenance report: (P49) room status report: (P45) state of the rooms and number of sleepers. a) Discuss the chambermaid’s actions for the following situations i. illness of guest: report to housekeeper, if necessary call a doctor. ii, missing or damaged items: report to Lost & Found officer. iii. hazards which lead to accidents: report to housekeeper iv. walk outs and unexpected departure: report to housekeeper and front office staff. v. unattended bags or parcels: report to security officer. vi, inability to gain access to a room: tell the person to check with front office, b) Draw up a short training programme for a new chambermaid outlining the essential duties and work environment issues that must be adhered to ona daily basis A maid’s day 1. bedmaking 2. coping with linen3. general cleaning, ie. Cleaning a telephone, ty, mirrors, wash basin. ete. training should start with an induction period which will include things explained, eg conditions of service, pay etc. the need for personal hygiene, courtesy, security, safety and fire precautions. Observations to be made and reported. Places shown eg linen room, stores, vatious offices ete: People met, eg supervisors MI a) Explain stain eradication method together with the appropriate cleaning agent for each the following: i blood: new: soak in cool or warm detergent solution, Old: rust remover, oxali potassium acid oxalate, sodium hydrosulphite or rustasol. aci ii, red ink: often not removable, except when very fresh, but some may respond to washing or sodium hydrosulphite. e soln. iii, lipstick: carbon tetrachloride and/or sodium hydrosulphite. -y-C : iv. red wine: alkali or bleach. v. ball point pen: methylated spirit or carbon tetrachloride, orj~xe- sctuents 0 ) Outline ways in which the head housekeeper can monitor i. cleaning stocks used: rotation of stock should be practiced, and items which are little used should obviously be bought in smaller quantities. A much more careful check of stock is necessary in order to prevent waste and running out of stock. ii, cleaning stocks supplied: although there may be an economy of money when buying in bulk, wastage of materials ean occur, and there is much more time involved in the issuing of broken quantities, new types of cleaning agents should always be well tried out in small quantities before a bulk order is placed. c) Draw up a requisition list fer cleaning agents required by the chambermaid on a weekly basis. 1. detergent scouring liquid - >> gad 3, WC cleanser n 4. mirror cleanser furniture polish 6. air freshenera) Asa chambermaid working with an established hotel with future opportunities and expansion, you see possibilities towards advancement Forward details as to the skills and experience that the chambermaid requires to gain promotion, (Chapter 6 P71 for answer) b) Discuss the responsibilities of the housekeeping depa to the following aspects i, health and safety: Prevention of fire and personal injury, prevention of accidents, provision of first aid remedies. ii, public liability: to prevent crime and to protect guests and staff from such dangers as thefi, bomb threat, fire or assault. a) Explain the fundamental principles of i. the design of an en-suite room: P291 lighting for lounge suites: P266 ii, color decoration ifi, style of furnishings of a business style occupancy hotel: P265 bh) List the key health and safety points that must be addressed when designing a bedroom for a hotel: P285 ©) Explain the following housekeeping terms: i, inventory ii, spread-over: total number of hours over which duty extends in ay one day, eg 7 am ~2 pm and 6 ~ 10 pm has spread-over of 15 hours. iii, room status: list on which the assistant housekeeper states whether vacant or occupied and, if possible, the number of sleepers in each room, and it is required by the receptionist and control office in a large hotel, at regular times each day iv. 000: out of order a) Explain the methods employed for the security of keys within the housekeeping department, indicating which hotel personnel would have responsibility for each: i, room key: (P5: ii, section key iii, master key iv. grand master keyb) Due to technology advancement there have been many new security developments. Briefly describe FOUR options available to existing and new hotels. 1. computerized lock system safe deposit box 3. computerized door system 4. Peephole VIL. a) Fxplain how the head housekeeper would deal with the following issues: (P70) i. staff motivation and work pressure ii, liaising with the front office on a daily basis iii, management directives to improve cost efficiency iv. contracting supplies and late deliveries b) Outline ways in which the head housekeeper can ensure that quality assurance is maintained at all times. (P85) VILL. a) Explain as division housekeeper the procedure for dealing with: (P36) i, late arrivals ii. walk outs iii, day lets iv. refurbishment y. staff shortages b) As head housekeeper, explain what your understanding of the term quality control for your department is. (P86)HOUSEKEEPING & ACCOMMODATION STUDIES Instructions to candidates: @) Time allowed: Three hours (plus an extra ten minutes’ reading time at the start - do not write anything during this time} By) Answer any FIVE questions ©) _Allquestions carry equal marks. Marks for each question are shown in [] a) Construct an organisation chart for a housekeeping department in a fargejhotel 19] B) Uist cities for which afRousekeeper may be expected to have resp iq fealtn te of ui ssi He abi 7 __Thehead housekeeper in an hotel will be responsible for 2 number of different categories of staff. ‘Cleaning is the removal of dust, dirt and Yoreigh matter.” 2) State why sweeping and dusting may not be the most efficient and hygienic methods of removing dust. [5] ) Describe TWO ways in which dust may be effectively removed 3) ©} Outline thé order of work in which a room is cleaned. ie Itis essential that, when drawing up a contract, te housekeeper provides a contractor with a detailed Speatication of the work required to be done |Examine-advantages and disadvantages of employing contract ‘Seis - (28) ‘The housekeeper has a great responsibility when choosing equipment since @ poor choice can prove costly. Discuss points that should be considered when, choosing cleaning equipment, (20) The quantity of table and‘bed linen’required by an establishment will vary, depending upon the type of trade carried on. Examine the advantages and disadvantages of iting line ‘Various materials are found throughout different establishments in many forms. For EACH of the following materials, identify FOUR forms, and discuss where in an establishment the particular form of that material may be found: a) ceramics b) glass ©} metals ) plastics (20) Floors are important areas that are noticed on entering a room, and may be both functional and decorative. Critically examine EACH of following points and discuss aspects that should be taken into consideration when selecting a floor covering a) appearance b) comfort ©) durability ) ease of cleaning Soft furnishings contribute greatly to the appearange of a room a) Stale the various reasons for hanging curtains} 8) Explain how the life of curtains may be improved by care and cleaning) } list THREE disadvantages of using Venetian binds)HOUSEKEEPING & ACCOMMODATION STUDIES MAY 2008 sto candidates: Time allowed: Three hours (plus an extra ten minutes’ reading time at the start - do not write anything during this time) Ansiver any FIVE questions All questions carry equal marks. Marks for each question are shown in [] Bie hanovertent of a housekeering depertment wil be Inuenced by factors suchas size, type and locaton of establishment. —p* 4) Descnbe personal atiibutes thet a housekeeper should possess, pesos” cee rT#Ze (10) BoP corey TEN treme Ss for vom a housekeeper nay have fsponabaty and describe the ob purpose of EACH. (10) The duties of a housekeeper frequently incorporate the training of room maids. Construct an order of work for the leaning of ajvacated en-suite bedroom. . rer 2 spear OE SOIT bt heady I be be vay A housekeeper should consiger work study whenever a wastage of time, labour or materials is suspected a) Describe TEN situations that would give an indication that resources may not be being used effectively [10] b) Outline the procedure for how work study is carried out. [19 In order to maintain a clean enviconment, a housekeeper will need to have a good understanding ofthe cleaning materials used throughoutgfTesteblishment 2) Inentiy and desenibg{EHREE pasic properties that will enable a detergent effectively to loosen and remove , dit. Z 6) ») Explain the difference between a detergent and a disinfectant. 6 ©) Compare and contrast the advantages and disadvantages of using paste furniture polish with spray-on furniture polish. [10] 5 —_Ahousekeeper will be expected to give advice to staff on the removal of stains, 2) Identify FIVE categories of stain removal agent, and give ONE example of EACH (5) b) Explain how the following stains may be removed: chewing gum grass fresh blood oil paint coffee [10] ©} Outline TWO safety factors that need to be considered when dealing with grease dissolving cleaning agents. Certain metals are used in establishments for decorative appearance as well as for other qualities. a) Compare FOUR methods by which tarnish may be removed from silver, and identify ONE item of silver that may be cleaned by EACH method. [10] b) Explain where stainless steel may be found in an establishment, and discuss how to prevent stainless stee! from becoming harmed or stained (19) Carpets are used not only for their appearance, but also for warmth and sound insulation a) Compare the qualities of FIVE synthetic fibres that may be used in carpets. {19} b) Examine the use of woven carpets in the hospitality industry. [19] The careful use of soft furnishings can enhance greatly the appearance of @ room. a) State reasons why loose covers may be used on upholstered chairs. 16] b) Discuss general points that should be remembered when choosing curtains. {10} ©) Describe the care and cleaning of cushions 8)Ge RT pele me ek edn We pleas! pererchhy abil, be coarse wiki lt Uapen ot pea a te Wich print Gin erro? Vilikes tebe frtv ard (ee qhichkes ryan iat es a> REY ie) fe i beepiry 4 feet le nteblhnuk ad ap Alef pas -) gorau dre op whdlow «if ntgrevyy mar erty Wenriny feo Oo -_ fee ory beg L (col fo [ork prety viet onk brows , Mvde of werdvene end hed Jer coy 2 vtrip he ved | raw ae soilsa/ (Men ir bncling te wets & enphy osirets cade pyr booker TS woke bert. con linn C adjat window! Y week carpet od gr wd upedlou f nerobbe ve ne cheney P Yenc wrote proer pou aly ond atbo Je wirers: fiurvhne ono phings, broing oli Qty pons! deh Peery Wi reche wiping deaf Poy oud pails, ‘| wears“) Te \ddew mplee cords « ra nabible vo Perera comtrrrienntby peed te bN raw + Lash beatn, foot we Wp ow out oA tule but orb chron bowels neo, ove! foilet pope Cann fhoew M rerio fiom upbelohrh aud carpeh ey 3] mbable cca den A we scan cor 3 wi, nas nd oor SoodMOCK EXAM APRIL 2006 HOUSEKEEPING & ACCOMMODATION STUDIES Instructions to candidates: a) Time allowed: Three hours b) Answer any FIVE questions ©) —_Aliquestions carry equal marks. Marks for each question are shown in [ ] ft / a) Discuss the responsibiiies of the housekeeping department with regard to the following aspects i Health and Safety ii public Tabilty iii room vacation [4 each] b) Outline ways in which the head housekeeper can check: i staff rosters it toom status ii forward occupancy levels iv staff training requirements (2 each] 5) Ouline ways in which the assistant housekeeper passes ready rooms tothe reception, ei ©) When inspecting rooms on a daily basis the housekeeper must make careful nate of fauils or discrepancies Describe at least TWO of the above. 4 6) List and describe FOUR reports that must be used to aid the housekeeping department on a weekly basis, (8) ye eee Pe (9) Suan te Sn adie wetted together wil the appropriate cleaning aget for EACH of he allowing blood i, redink i lipstick spit ttged wine ball point pen each] b) Outline ways in which the head housekeeper can monitor: i cleaning stocks used ii cleaning stocks supplied [3 each] ¢) Draw up a requisition list for cleaning agents required by the chambermaid on a weekly basis. [4] 2) Explain how the housekeeper would achieve cost efficiency within the department and describe the methods that she or he may employ it} b) Write exolanatory notes for EACH of the following i orders of work ii occupancy ratios ii budgetary control iv stock purchasing [2 each] ©) Explain the essential information that is retrieved from the front office by the head housekeeper on a daily basis. (a) 2) Draw up a duty roster for the housekeeping department for a medium sized hotel, (5) b) Outline @ suitable job description for the role of head housekeeper. (5) ¢c} Explain, as division head housekeeper, the following terms for a new trainee chambermaid i insitu ii roomstate iii spread-over iv discards vate departure [2 each] 4) Explain the methods employed for the security ofthe following keys within the housekeeping department indicating which hotel personnel would have responsibilty for EACH hed fx]; grand master key ji room key i section key iv master key [1 each] 5) Owing to igcologcal avancoment there have been many new security developments Brey deserbe FOUR options available to existing and new hatels. ee [2 each]Describe the legal jurisdiction that the housekeeper must comply with for EACH of the followiry i Hotel Proprietors Act 1956 rsp sleotioue » yeoleck in -tane Cuibs "> tokewes Hotel Proprietors Act fb erleck Spas ii Health and Safety at Work Act 1974 [4 each} Describe the fundamental principles of. i the design of a bedroom suite io jour and decorationfighting for a lounge suite iii style of furniture of a business style occupancy hotel [4 each] Explain the difference between EACH of the following accommod ee indges Ape cole ne ii motels iit five star hotels iv hostels Describe the actions that must be taken by the room maid given the following circumstances i a guest complains that a passport has gone missing on return to her room unattended bag found in the hotel corridor late departure loud music coming from a room adjacent to ado not disturb’ room notice advances made toward her [3 each] Discuss the chambermaid's responsibilities regarding daily feedback of information to the hea housekeeper on Health and Safety issues. fe} State the specific checks that the head housekeeper has to perform on her staff's duties on a daily basis. 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