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Hotel Housekeeping Manual

Research · March 2023

DOI: 10.13140/RG.2.2.32001.94566

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Mohammad Alam
Hazara University
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HOTEL HOUSEKEEPING

DR. MOHAMMAD ALAM

Printing Year: 2023
1st edition: 2023
Book: Hotel Housekeeping Manual
Author: Dr.Mohammad Alam
Price: PKR 500

Published by
Sahar Printers and Publishers
+923139383711

ISBN:
@mohammadalam

Printed at
Dhakki Nalbandi, Qissa Khwani Bazar, Peshawar Pakistan

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Dr. Mohammad Alam has a diverse background in hospitality and
tourism teaching and training. In his thesis, Dr. Alam investigates
Islamic tourism and the Islamic hospitality paradigm for Pakistan.
Islamic tourism, tourist management, and hospitality management
are among his interests. He is also a qualified guide and discusses
the prospects and challenges in Pakistan's tourism and hospitality
industry. He previously worked at PAITHOM Gulibagh Swat as an
instructor and housekeeper, as the HoD/Senior Instructor at Skill
Development Centre Battagram, and as the TUSDEC and Ministry
of Industry earthquake-affected region project at Mansehra. In 2009, he was hired as a
Lecturer in the Department of Tourism and Hospitality at Hazara University Pakistan,
and is currently employed as an Assistant Professor.

He is member of national, provincial public and private tourism bodies. Dr Alam is the
author, co-author of books and research papers in reputed journals.

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PREFACE

Tourism and hospitality as the arts and science business of attracting visitors and guests
by transporting them, accommodating them, and graciously catering for their needs and
wants. The new world is a technology hub, the internet, social media make liaison, and
connectivity easy. This integration provided new opportunities for tourism firms to
promote tourism & hospitality, both within and outside their borders. Digitalization and
technology are used to enable the managers to compile, disseminate reports in real-time,
also eliminate paperwork and access data of the overall operations in seconds.
Housekeeping is one of the major departments in any accommodation establishment,
and Housekeeping is the face of any lodging. It is making the stay comfortable and
responsible for the cleaning, hygiene, safety, and security of the establishment.

This manual is a book intended to be used primarily as a coursebook for the students;
the material compiled from class lectures, already shared with the students. Some books
references and weblinks are mentioned in the end, and maybe some references are not
mentioned; therefore, my apology from the researchers may kindly be accepted. This
manual demonstrated some essential practical work for the necessary skills in
Housekeeping Leisure and hospitality linked sector. The idea is to provide an easily
understandable and useful manual for the students’ hospitality industry.

This manual is carefully designed to complete the subject's requirements in managing

housekeeping operations. However, the book also provides valuable information as a
Textbook for hospitality schools and colleges.

Dr. Mohammad Alam

Assistant Professor
Department of Tourism & Hospitality
Hazara University.
[email protected]

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CONTENTS

Preface ----------------------------------------------------------------------------------------------------- iii

Description of the manual ------------------------------------------------------------------------------ xi
Goals & objectives ---------------------------------------------------------------------------------------- xi
Tribute to houskeepers -------------------------------------------------------------------------------- xiii
Rules for housekeeps ---------------------------------------------------------------------------------- xiv
Housekeeping department --------------------------------------------------------------------------- xvi
What are the risk factors of housekeeping? ---------------------------------------------------- xviii
Terminology used in housekeeping --------------------------------------------------------------- xix
CHAPTER 1: HOSPITALITY INDUSTRY --------------------------------------------------------- 1
1.1Introduction --------------------------------------------------------------------------------------------- 1
1.2. Islam & hospitality ----------------------------------------------------------------------------------- 7
1.3 Organisations representing hotels worldwide ----------------------------------------------- 10
1.4 Growth of Hotel Industry Worldwide --------------------------------------------------------- 11
1.5 Defining hotels -------------------------------------------------------------------------------------- 12
1.6 Emergence of hotels -------------------------------------------------------------------------------- 16
1.7 Development and growth of hotel industry in South Asia ------------------------------- 17
1.8 Hotels and the government policies ------------------------------------------------------------ 18
1.9 Hotels and Restaurants Law in Pakistan ------------------------------------------------------ 19
1.10 Present-day hotels --------------------------------------------------------------------------------- 21
1.11 Quality of service and customer satisfaction------------------------------------------------ 23
1.12 Major hotel chains in Pakistan ----------------------------------------------------------------- 24
1.13 Hotel as a service provider in the modern-day -------------------------------------------- 25
1.14 Importance of hotels ------------------------------------------------------------------------------ 26
1.15 Guest service --------------------------------------------------------------------------------------- 27
1.16. Definition of Quality Service ------------------------------------------------------------------- 30
1.17 Attributes of the service quality --------------------------------------------------------------- 31
CHAPTER 2: INTRODUCTION TO HOUSEKEEPING ------------------------------------- 33
2.1 Introduction ------------------------------------------------------------------------------------------ 33
2.3 Importance of housekeeping --------------------------------------------------------------------- 38
2.4 Functions of housekeeping ----------------------------------------------------------------------- 40
2.5 Relationship housekeeping ----------------------------------------------------------------------- 43
2.6 Housekeeping and hospitality industry ------------------------------------------------------- 44
CHAPTER 3: MANAGING HOUSEKEEPING ------------------------------------------------ 46
3.1 Introduction ------------------------------------------------------------------------------------------ 46
3.2 Attributes of the housekeeping personnel ---------------------------------------------------- 46
3.3 Organizing the Department ---------------------------------------------------------------------- 49
3.3.2 Standards of Housekeeping -------------------------------------------------------------------- 53
3.3.3 Documentation work ---------------------------------------------------------------------------- 53
3.4 Employment categories --------------------------------------------------------------------------- 55
3.5 Organizational Personal --------------------------------------------------------------------------- 56
3.6 Staff organization ----------------------------------------------------------------------------------- 61
3.7 Housekeeping KPIs -------------------------------------------------------------------------------- 64

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3.8 Managing Quality in Housekeeping ----------------------------------------------------------- 65
3.9 Use of computer in housekeeping department ---------------------------------------------- 66
CHAPTER :3 CLEANING, CLEANING AGENTS & EQUIPMENT --------------------- 68
4.1 Introduction ------------------------------------------------------------------------------------------ 68
4.3 Appearance/ rating of cleaning ------------------------------------------------------------------ 70
4.6 Cleaning Agents ------------------------------------------------------------------------------------- 75
4.8 Cleaning Equipment ------------------------------------------------------------------------------- 82
4.9 Selection of Equipment ---------------------------------------------------------------------------- 89
4.10 Rules for storage of equipment ---------------------------------------------------------------- 89
4. 11 Organization of guest room cleaning -------------------------------------------------------- 90
4.12 Guest Room Cleaning ---------------------------------------------------------------------------- 90
4.14 Chamber Maid’s Trolley ------------------------------------------------------------------------- 94
4.16 Cleaning calculations ----------------------------------------------------------------------------- 96
CHAPTER 5: GUESTROOM, BED & BEDDING ---------------------------------------------- 97
5.1 Introduction ------------------------------------------------------------------------------------------ 97
5.2.3 Thread Count ------------------------------------------------------------------------------------- 100
5.4 Bed ---------------------------------------------------------------------------------------------------- 103
5.4.1 History of Bed ------------------------------------------------------------------------------------ 104
5.4.2 Types of Bed -------------------------------------------------------------------------------------- 104
5.5.1 Types of Guestrooms --------------------------------------------------------------------------- 105
5.7 Guestroom needs ---------------------------------------------------------------------------------- 113
5.7.1Guest Room Supplies and Amenity --------------------------------------------------------- 113
5.9 Bed making or bed makeup --------------------------------------------------------------------- 117
5.12 Housekeeping services and duties in guestrooms ---------------------------------------- 122
5.18 Room Pricing model ----------------------------------------------------------------------------- 132
Hotel Guest Cycle -------------------------------------------------------------------------------------- 135
CHAPTER 6: FLOOR SURFACE ------------------------------------------------------------------ 136
6.1 Introduction ----------------------------------------------------------------------------------------- 136
6.2 Floor Coverings ------------------------------------------------------------------------------------ 137
6.2 Subfloors --------------------------------------------------------------------------------------------- 139
6.3 Seals --------------------------------------------------------------------------------------------------- 140
6.4 Classification of floor finishes ------------------------------------------------------------------- 140
6.5 Textile Flooring in Hotels ------------------------------------------------------------------------ 142
6.7 Stain removal --------------------------------------------------------------------------------------- 144
5.9 Public Area ------------------------------------------------------------------------------------------ 148
CHAPTER 7: FURNISHING & DÉCOR -------------------------------------------------------- 153
7.1 Introduction ----------------------------------------------------------------------------------------- 153
7.2 Soft Furnishing ------------------------------------------------------------------------------------- 153
7.3 Bedspread-------------------------------------------------------------------------------------------- 158
7.4 Quilts ------------------------------------------------------------------------------------------------- 159
7.5 Comforter -------------------------------------------------------------------------------------------- 159
7.6 Duvet ------------------------------------------------------------------------------------------------- 160
7.6 Loose Covers ---------------------------------------------------------------------------------------- 160
7.7 Cushions --------------------------------------------------------------------------------------------- 161

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CHAPTER 8: SAFETY & SECURITY ------------------------------------------------------------- 162
8.1 Introduction ----------------------------------------------------------------------------------------- 162
8.2.3 Reporting ------------------------------------------------------------------------------------------ 165
8.3 Work environment Safety and Job-Safety Analysis --------------------------------------- 166
8.2.1 Safety Management Programs ---------------------------------------------------------------- 166
8.4 Three E’s --------------------------------------------------------------------------------------------- 166
8.5 Accidents through Housekeeping ------------------------------------------------------------- 167
8.6 Safety Awareness and Accident Prevention ------------------------------------------------- 168
8.7 Basic guidelines for the prevention of accidents ------------------------------------------- 169
8.9 First Aid ---------------------------------------------------------------------------------------------- 172
8.10 HK Department Code of Practice ------------------------------------------------------------- 173
8.11 Occupational Safety and Health (OSH) ----------------------------------------------------- 175
8.12 COVID-19 and Housekeeping ----------------------------------------------------------------- 176
8.13 Key and Key Control ---------------------------------------------------------------------------- 183
8.13.1 Types of keys ------------------------------------------------------------------------------------ 184
8.13.2 Guiding principles in key control system ------------------------------------------------ 185
8.13.3 Limitations of metal key ---------------------------------------------------------------------- 185
8.13.4 Key-Cards ---------------------------------------------------------------------------------------- 186
8.14 Lost and Found Management ----------------------------------------------------------------- 187
CHAPTER 9: PEST CONTROL -------------------------------------------------------------------- 189
9.1 Introduction ---------------------------------------------------------------------------------------- 189
6.1 Pest challenges in the hotel ---------------------------------------------------------------------- 189
9.2 Potential harm ------------------------------------------------------------------------------------- 189
9.3 Business consequences --------------------------------------------------------------------------- 190
9.4 IPM ---------------------------------------------------------------------------------------------------- 190
CHAPTER 10: BUDGETING & EXPENSES --------------------------------------------------- 195
10.1 Introduction --------------------------------------------------------------------------------------- 195
10.2 Material Classification--------------------------------------------------------------------------- 195
10.3 What to consider when preparing budgets ------------------------------------------------ 196
10.4 Types of budgets in housekeeping ----------------------------------------------------------- 197
10.5 Housekeeping expenditures ------------------------------------------------------------------- 197
10.6 Housekeeping budget --------------------------------------------------------------------------- 201
10.7 Planning for Pre-opening Operations ------------------------------------------------------- 204
CHAPTER 11: LAUNDRY --------------------------------------------------------------------------- 207
11.1 Introduction --------------------------------------------------------------------------------------- 207
11.2 Reasons for laundering clothes --------------------------------------------------------------- 207
11.3 Laundry equipment ------------------------------------------------------------------------------ 208
11.4 Process of laundering ---------------------------------------------------------------------------- 208
11.5 Washing and dry cleaning --------------------------------------------------------------------- 210
11.6 Dry Cleaning -------------------------------------------------------------------------------------- 212
11.7 Linen Room ---------------------------------------------------------------------------------------- 215
11.7.1 The activities of Linen Room ---------------------------------------------------------------- 215
PRACTICAL HOUSEKEEPING (1-38 Practicles) ---------------------------------------------- 224
BIBLIGRAPHY ------------------------------------------------------------------------------------------ 275

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LIST OF TABLES
Table 1: Housekeeping Functions ............................................................................................. 41
Table 2: Areas need to cleaned and Maintained ..................................................................... 71
antraders.com.pk | antraders LahoreTable 3: Cleaning agent and uses ............................. 77
Table 4: Cleaning agent utilization ........................................................................................... 78
Table 5: Example of room Inventory ........................................................................................ 92
Table 6: task order ....................................................................................................................... 93
Table 7: Items category ............................................................................................................... 93
Table 8: Bath linen GSM ........................................................................................................... 100
Table 9: Room terminology ...................................................................................................... 117
Table 10: Star classification in Pakistan .................................................................................. 120
Table 11: Floor finishes ............................................................................................................. 141
Table 12: Stain removal Methods ............................................................................................ 146
Table 13: Floor covering cleaning ............................................................................................ 147
Table 14: standard bed linen sizes multiple measurements (Inch, Feet and Cm). ........... 160
Table 15: Housekeeping expenses ........................................................................................... 199
Table 16: Terminology .............................................................................................................. 219

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