HOUSEKEEPING (ROOM ATTENDANT)

1 LEARNER'S MANUALHOUSEKEEPING (ROOM ATTENDANT) investing in nepal's futureFUNDTHE HITT PROGRAMMEOne of the several skill building products developed by the High Impact Tourism Training for Jobs & Income programme (HITT) is the HOUSEKEEPING Room Attendant curriculum and training, designed to support informal workers and potential workers from the tourism sector of Nepal to enhance their productivity and professionalism, and increase their employability and income opportunities. The HITT programme is implemented by the Netherlands Development Organisation (SNV), through the financial assistance of European Commission (EC) Investing in People programme.

2 The HITT initiative aims to contribute to sustainable pro-poor growth of the informal tourism sector in seven of the least-developed and developing countries in Sub-Saharan Africa and Asia. Within the framework of this initiative, SNV and its local partners have elaborated a skill development programme for informal sector workers, especially women and youth, unskilled and semi-skilled workers, in close collaboration with the private sector. In Nepal, the HITT programme has been working with the tourism sector to identify occupations in demand, develop training curriculums, produce training material and deliver training to its beneficiaries.

3 The six selected occupations include assistant cook, waiter, housekeeper, service excellence and hygiene, trekking guide, as well as homestay and lodge operators. ACKNOWLEDGEMENTSSNV would like to first thank the Employment Fund Secretariat (EFS) for coordinating among TVET service providers to produce the training materials. We acknowledge expertise shared by Jhapa technical institute, Global Institute of Hotel Management, Oriental Hospitality and Tourism Training, Sahara School of Hospitality Management, Janahit Trading and Training and Lisa Gordon-Davis in the development of the training model of HOUSEKEEPING Room Attendant.

4 SNV appreciates the contribution of Hospitality Solutions (HS) and Zaeem Ahmed in developing the training materials and coordinating with key stakeholders to develop the final product. Many thanks also to Monica Oliveros, Prakriti Sherchan from HITT for their inputs. Special thanks go to Bibek Shrestha who coordinated the publication of this series of manuals. We would also like to express our sincere thanks to Sanjay Madnani and his team at Umbrello Design who designed and illustrated publication has been produced with the financial assistance of the European Union.

5 The contents of this publication are the sole responsibility of SNV and can in no way be taken to reflect the views of the European Union. For more information on Europe Aid, please visit 1: TOURISM, HOSPITALITY, FOOD AND BEVERAGE SERVICET able of ContentsAbout HOUSEKEEPING Room Attendant curriculum 7 Objective of the HOUSEKEEPING Learner manual 7 Learning outcome of the training 7 Career Path 8 MODULE 1: HOTEL AND HOUSEKEEPING 121 Introduction Introduction of Hotel 10 The Organisattion of Hotels 10 Staffing of the hotel Classification of hotels Different departments of the hotel The Role of the HOUSEKEEPING department 15 Positions in the HOUSEKEEPING Department HOUSEKEEPING personnel 18 Attributes and qualities of a house keeping personnel Dress Codes and Uniforms of house keeping Personal Hygiene 20 Characteristics of HOUSEKEEPING personnel Communication

6 Guest complaints Handling Guest Complaints 28 MODULE 2: PRINCIPLES AND PRACTICES OF CLEANING 312 Introduction Definition of cleaning Definition of Soiling Equipment and Materials Cleaning Agents Principles of cleaning and cleaning procedures 36 Different cleaning techniques 37 MODULE 3: GUEST ROOMS, ROOM COMPONENTS AND KEY 433 Introduction Types of Rooms The components of the guest bed room Bed types and Linen requirements standards Key and Key Control 49 FOOD AND BEVERAGE SERVICE - LEARNER MANUALFOOD PRODUCTION (ASSISTANT COOK) - LEARNER'S MANUALMODULE 4.

7 HOUSEKEEPING TROLLEY (MAID CART) MANAGEMENT, GUEST ROOM CLEANING AND HANDOVER PROCEDURE 534 Introduction Function of HOUSEKEEPING trolley (maid cart) Efficient Room Cleaning 56 Sequence for Cleaning and Servicing a Guest Room Cleaning of a Vacant Room Closing down and preparing for the next shift 68 MODULE 5: PUBLIC AREA CLEANING 735 Introduction Public Areas Cleaning restaurant and bar areas Public restrooms Cleaning lifts 77 MODULE 6: LAUNDRY FUNCTIONS AND LINEN MANAGEMENT 796 Introductions Laundry 80 Laundry Department Laundry Equipment 80 Laundry process Maintaining Linen Room & Linen 83 Activities of the Linen Room 84 Linen Items 85 MODULE 7.

8 HOUSEKEEPING SERVICES AND OTHER DUTIES 877 Introduction Other guest services 88 Room transfers 88 Guest Requests 89 Staff Requests 89 Service HOUSEKEEPING requests 90 Checking Room Allocations 90 Room status report 90 Guest Information Directory 90 Room Allocations 90 Assign rooms after they are cleaned 93 Turndown Service 93 Lost and found property 94 MODULE 1: TOURISM, HOSPITALITY, FOOD AND BEVERAGE Responding to VIPs Looking after Plants HOUSEKEEPING supply management 96 MODULE 8.

9 MAINTENANCE, UNDERSTANDING RISKS AND PREVENTIVE MEASURES 978 Introduction Reporting Maintenance Problems Safe Work Practices safety in room cleaning and servicing Preventing Accidents Safely handling cleaning agents, equipment and machinery Hygiene and safety Risks in Bathrooms Precaution against infectious diseases like HIV/Aids Personal safety Issues 104 Procedure for Reporting Accidents First Aid 104 Treating small common injuries Proper use of the hazard signs safety Inspections Security in Hotels Pest control Fire 107 Preventing fire accident in the hotel 108 FOOD AND BEVERAGE SERVICE - LEARNER MANUALFOOD PRODUCTION (ASSISTANT COOK) - LEARNER'S MANUALMODULE 1.

10 TOURISM, HOSPITALITY, FOOD AND BEVERAGE SERVICE7 About the HOUSEKEEPING -Room Attendant curriculumThe HOUSEKEEPING curriculum is developed to equip people working in the hotels, lodges and homes stays on technical and practical knowledge required in the profession. Especially for those who wish to start their carreer as a Housekeeper- Room Attendant in the hospitality sector. This curriculum gives all the necessary duties and areas of work that the housekeeper s duties entail; personnel hygiene/attributes, cleaning methods, rooms, HOUSEKEEPING services, laundry and many more relevant topics.