HOUSEKEEPING - IHM Notes

1 HOTEL. HOUSEKEEPING . Operations and Management s es y Pr G. Raghubalan sit Hospitality Consultant and Trainer er iv Smritee Raghubalan Un Associate Professor Department of Hotel Management Garden City College, Bengaluru d or xf O. Oxford University Press. All rights reserved. 1 26/09/18 8:45 PM. 3. Oxford University Press is a department of the University of Oxford. It furthers the University's objective of excellence in research, scholarship, and education by publishing worldwide. Oxford is a registered trade mark of Oxford University Press in the UK and in certain other countries. Published in India by Oxford University Press YMCA Library Building, 1 Jai Singh Road, New Delhi 110001, India Oxford University Press 2007, 2009, 2015.

2 The moral rights of the author/s have been asserted. First Edition published in 2007. Third Edition published in 2015. All rights reserved. No part of this publication may be reproduced, stored in s a retrieval system, or transmitted, in any form or by any means, without the es prior permission in writing of Oxford University Press, or as expressly permitted by law, by licence, or under terms agreed with the appropriate reprographics Pr rights organization. Enquiries concerning reproduction outside the scope of the above should be sent to the Rights Department, Oxford University Press, at the address above. y sit You must not circulate this work in any other form and you must impose this same condition on any acquirer.

3 Er ISBN-13: 978-0-19-945174-6. ISBN-10: 0-19-945174-5. iv Typeset in Baskerville Un by Ideal Publishing Solutions, Delhi Printed in India by Magic International (P) Ltd., Greater Noida Third-party website addresses mentioned in this book are provided d by Oxford University Press in good faith and for information only. Oxford University Press disclaims any responsibility for the material contained therein. or xf O. Oxford University Press. All rights reserved. 2 26/09/18 8:45 PM. Features of 1 The Hotel Industry An Overview Learning Objectives Learning Objectives After reading this chapter, you should be able to Each chapter begins with learning objectives claim an insight into the history of the hotel industry understand the classification of hotels based on different criteria that focus on learning and the knowledge appreciate the placement of HOUSEKEEPING as an important support department in the organization of hotel departments you should acquire by the end of the chapter.

4 S IntrOductIOn T. es he term hospitality' refers to the cordial and generous reception and entertain- ment of guests or strangers, either socially or commercially. Indians are known the world over for their hospitality atithi devo bhavah ( the guest is like a god'). Pr has been our adage from time immemorial. It is because of this heritage that India, with its numerous hotels, is considered one of the world's leading hospitality venues. With the The HOUSEKEEPING Department 33. hospitality industry earning substantial foreign exchange and generating employment for lakhs of people across the country,1 it has gained popularity as a profession and this Executive housekeeper y popularity is expected to only increase in the future.

5 In ancient times, travellers relied on roadside homes for meals. Later travellers, mostly pilgrims, were cared for in temples or monasteries. In India, various universities sitLaundry manager 1. According to the Second Annual Report to the People on Employment, 2011, ministry of labour and Laundry supervisor Employment, Government of India, the hotel sector has generated an estimated employment of er million in 2009 10. Laundry workers/ Feeders and Washers Press men Spotters Dry cleaners Valets attendants folders The Hotel Industry An Overview 3. iv sorters, markers, loaders, packers Table Classification of hotels based on different criteria 1 19/01/15 8:17 PM. Location Target market Size and number Level of service Length of stay Themes Un Fig.

6 Laundry organization chart of properties City-centre/ Commercial Small hotels Economy/ Transient Heritage hotels downtown hotels budget hotels hotels duties and responsibilities The washer ishotels expected to Medium sized Mid-scale/. Convention Residential Ecotels hotels hotels mid-market hotels/. spot stained fabrics before loading them into the washing machines. Figures and Tables hotels apartotels load soiled linen into washing machines, feed in the Suburban righthotels Resort amount of detergent Large hotels and hotels Luxury Semi-residential Boutique d hotels hotels hotels other laundering chemicals, and run the machines. Motels Suite hotels Very large Spas All chapters contain figures and load washed linen into dryers.

7 Hotels or Airport hotels B&B hotels Mega hotels clean all equipment after use. Resort hotels Extended-stay Chain hotels tables to illustrate the topics Laundry Workers Forest hotels hotels Casino hotels Floatels Timeshares discussed. Boatels Condominiums xf They are the lower rung of staff in the laundry, Rotels carrying out a variety of duties. Proper Service training is essential to ensure they function smoothly and efficiently. apartments/. corporate lodgings duties and responsibilities A laundry worker is expected to O. sort soiled linen according to fabric types, colours, Motels and degree This term of soiling. is derived from the phrase motor hotels', being located primarily on load soiled linen into washing machines andhighways to load (that washed linen is, motor into ways).

8 Dryers. They provide modest lodgings to highway travellers. The transport soiled linen from the linen room tolength of stay is usually the laundry overnight. and fresh linenMost motels from theprovide ample parking space, and may be located near a petrol station. Example: The Kamat Yatri Nivas chain found all over Karnataka. laundry to the linen room. keep the laundry clean. airport hotels These are hotels set up near airports. They cater to mainly transit guests, who might have to stay over at the hotel between flights. pressmen resort hotels These cater to people who want to relax and enjoy themselves at a hill station, near the seashore, and so on, as well as to people who are looking for a change for Pressmen are responsible for ironing linen, uniforms, and guest clothing using hand health reasons.

9 Therefore, resort hotels may be variously called health resorts, hill resorts, The HOUSEKEEPING irons, calendering Department machines, 57 and so on. steam presses, beach resorts, summer resorts, winter resorts, and so on, depending on their location and positioning. Most resorts, particularly those in hill stations, work to full capacity only dur- Summary Valets/runners ing the clement seasonal periods and hence undergo fluctuations in sales revenue from Summary Valet service' means that the hotel will take careCoconut season to season. Examples: Bangaram Island Resort (a beach resort in Lakshadweep);. of the Lagoon guest's(alaundry. Valets report backwater resort in Kerala); and Spice Village (a wildlife resort).

10 The HOUSEKEEPING department has often not been given hotels) has been depicted in organization charts. The to the linen room supervisor. They are responsible for collecting soiled guest laundry its due importance in hotels, particularly in the Indian hotel industry. The volume of work undertaken by this The summary at the end of each chapter duties and responsibilities of all HOUSEKEEPING employees and delivering fresh guest laundry. In many hotels, have been listed. The personal attributes of HOUSEKEEPING forest hotels These are located within a forest range and cater to tourists visiting the a valet is not charged with the forest area. task of delivering guest laundry only. Here the valet shares a service room with the department can easily be gauged by the fact that in a commercial hotel, the department easily employs the GRAs.