Hotel Housekeeping Training Manual

Title
Contents
Part 1: Overview
	Lesson 1 Types of Hotels
		What is a Hotel?
		Hotel Categories
		Key Terms
		Review Quiz
	Lesson 2 Hotel Chain Associations
		Introduction
		History of Chain Operations
		Key Terms
		Review Quiz
	Lesson 3 Organisation of a Hotel
		Introduction
		Large Hotel Organisation Structure
		Small Hotel Organisation Structure
		Accommodations Division
		Staff Departments
		Key Terms
		Review Quiz
	Lesson 4 Types of Rooms
		Introduction
		Significance of Rooms
		Types of Rooms
		Review Quiz
Part 2: Organisation of Housekeeping Department
	Lesson 5 Layout of the Housekeeping Department
		Introduction
		Housekeeping Design Factors
		Layout and Housekeeping Facilities
		Key Terms
		Review Quiz
	Lesson 6 Organisation of the Housekeeping Department
		Introduction
		Responsibilities of Housekeeping
		Review Quiz
	Lesson 7 Competencies of a Housekeeping Professional
		Introduction
		Competencies
		Review Quiz
Part 3: Housekeeping Administrative Duties Lesson
	8 The Executive Housekeeper
		Introduction
		Duties of an Executive Housekeeper
		Planning Responsibilities
		Planning of Housekeeping Budget
		Directing Responsibilities
		Controlling Responsibilities
		Organising Responsibilities
		Staffing Responsibilities
		Key Terms
		Review Quiz
Part 4: Housekeeping Floor Procedures
	Lesson 9 The Floor Pantry
		Introduction
		Furniture and Fixtures
		Floor Layout and Basic Principles of the Floor Pantry
		Requisitioning Procedures
		Records kept in a Floor Linen Room
		Review Quiz
	Lesson 10 Preparing a Room Report
		Introduction
		The Room Report
		Occupancy Codes
		Immediate Reportable Matters
		Key Terms
		Review Quiz
	Lesson 11 Other Floor Procedures
		Introduction
		Periodic Duties of a Floor Supervisor
		Inventory of Guest Supplies
		Spring Cleaning Procedure
		Guest Room Inspection
		Handling Arrival of VIP Guests
		Closing Down the Shift
		Key Terms
		Review Quiz
Part 5: Guest Room Cleaning Procedures
	Lesson 12 Layout of a Guest Room
		Introduction
		Types of Guest Room
		Features in a Typical Room
		Bathroom
		Guest Amenities
		Guidelines to Select Guest Room Furniture
		Key Terms
		Review Quiz
	Lesson 13 Rules on a Guest Floor
		Introduction
		Rules on a Guest Floor
		Key Terms
		Review Quiz
	Lesson 14 The Maid’s Cart
		Introduction
		Design of a Maid’s Cart
		Key Terms
		Review Quiz
	Lesson 15 Cleaning a Room
		Introduction
		Procedure for Checking a Room
		Making the Bed
		Cleaning
		Review Quiz
Part 6: Housekeeping Control Desk
	Lesson 16 Housekeeping Control Desk
		Role of the Control Desk
		Co-ordination with the Engineering Department
		Types of Registers and Files Maintained
		Lost and Found
		Co-ordination with the Front Office
		Housekeeping Supply Store
		Housekeeping Furniture Store
		Stores Requisition
		Key Terms
		Review Quiz
Part 7: The Linen and the Uniform Rooms
	Lesson 17 The Linen and the Uniform Rooms
		The Linen Room
		Storage Conditions
		Linen Room Equipment & Accessories
		Types of Linen
		Exchange of Linen
		Discarded Linen
		Hiring of Linen
		The Uniform Room
		Uniform Room Equipment and Accessories
		Types of Uniforms
		Uniform Exchange Procedure
		Exchange Procedure with the Laundry
		Par Stocks
		Inventory Control
		Stock-taking
		Key Terms
		Review Quiz
Part 8: Public Area Cleaning
	Lesson 18 Introduction to Public Areas
		What is a Public Area?
		Scope of Activity
		Types of Soilage
		Cleaning Methods
		Key Terms
		Review Quiz
	Lesson 19 Role of a Public Area Supervisor
		Introduction
		Night Cleaning Schedule
		Day Cleaning Schedule
		Supervisory Tasks
		Key Terms
		Review Quiz
	Lesson 20 Public Area Cleaning Workflow
		Public Areas
		Key Terms
		Review Quiz
Part 9: Cleaning Knowledge and Practice
	Lesson 22 Cleaning Methods
		Introduction
		Cleaning Methods
		Key Terms
		Review Quiz
	Lesson 23 Cleaning Agents
		Introduction
		Common Cleaning Agents
		Selection of Cleaning Agents — General Principles
		Key Terms
		Review Quiz
	Lesson 24 Pest Control
		Lesson 21 Housekeeping Equipment
			Equipment Selection
			Storage of Equipment
			Types of Cleaning Equipment
			Key Terms
			Review Quiz
		Introduction
		Types of Pesticides
		Pest Control Programme
		Pest Control Equipment
		Key Terms
		Review Quiz
	Lesson 25 Control of Odours
		Introduction
		Concept of Foul Odour
		Classification of Odours
		Principles of Odour Elimination
		Common Types of Odours in Hotels and Modern Methods to Eliminate Them
		Some General Principles
		Review Quiz
Part 10: Laundry Services
	Lesson 26 Organisation of the Laundry Department
		Introduction
		Organisation Structure with Job Descriptions
		Job Descriptions
		Key Terms
		Review Quiz
	Lesson 27 Laundry Process Flow
		Introduction
		Laundry Process Flow
		Guest Laundry Procedure
		House Linen and Uniform Cycle
		Key Terms
		Review Quiz
	Lesson 28 Stain Removal
		Introduction
		Equipment Used in Spotting
		Classification of Stains
		How to Identify Stains
		Stain-Removal Agents
		Key Terms
		Review Quiz
Part 11: Other Housekeeping Knowledge
	Lesson 29 Textiles
		Introduction
		Natural Fibres
		Key Terms
		Review Quiz
	Lesson 30 Horticulture
		Introduction
		Horticulture
		Landscaping
		Gardening Tools
		Types of Gardens
		Key Terms
		Review Quiz
	Lesson 31 Safety in Housekeeping
		Occupational Hazard
		First Aid
		Fire Prevention
		Review Quiz
	Lesson 32 Security in Housekeeping
		Introduction
		Security in Housekeeping
		Review Quiz
Appendices Appendix 1: Answers to Quizzes
Appendix 2: Glossary
Appendix 3: List of Figures