MIDTERMS Flashcards
Management and maintenance of the property and equipment of an institution or organization.
Housekeeping
Refers to day-to-day cleanliness, tidiness and good order in all parts of the office/home.
Housekeeping
Is an important and integral part of the guest experience and satisfaction
Housekeeping
Is the department of a hotel charged with cleaning and maintaining rooms and public spaces.
Housekeeping
Is the foundation of good infection prevention.
Good housekeeping
Means having no unnecessary items about and keeping all necessary items in their proper places.
Good housekeeping
“A place for everything and everything in its place.”
Good housekeeping
Is the creation of a responsibility for, providing that person with the necessary authority to carry out the task and exacting an accountability for the results of subordinate ‘s effort.
Delegation
Is a set of services that apply workflow structure to the movement of information and the interaction of business processes and human worker processes that generate the information.
Work Management
Applies to managing individual and team workflows and workload – whether within the scope of a project or related to organizational operations.
Work Management
Is the process of planning and controlling how much time to spend on specific activities.
Time Management
Enables an individual to complete more in a shorter period of time, lowers stress, and leads toachieving goals of the company quickly.
Good Time Management
Is thus dividing and conquering tasks
Time Management
Is the process of training, motivating and directing employees to optimize workplace productivity and promote professional growth.
People Management
To oversee workflow and boost employee performance every day.
People Management
Is one of the main planning activities of an executive housekeeper. It is the process by which, based on the actual performance of establishments in the past, estimates of expenditure and receipts are made and adjusted for forecasting future outcomes.
Budgeting
Achieve the maximum efficiency possible in the care and comfort of the guests and in providing support services for the smooth running of the hotel.
Comfort
The prime concern of any guest, irrespective of whether rich or poor, common man or celebrity.
Privacy
Is one of the prime concerns of a hotel guest.
Security
They should also make sure that fire fighting equipment and emergency alarms are functional at all times. They should also ensure peace, quiet and noise free atmosphere in the area.
Safety and Security
Creating a pleasant and classy ambience is also one of the major concerns for a guest good eye for detail. This work is an art and the housekeeping staff is mainly responsible for creating a pleasant atmosphere.
Décor
Holds the responsibility of cleaning, maintenance and admirable upkeep of the hotel.
Housekeeping Department
The housekeeping department is responsible for the total cleanliness of a hotel.
Cleaning rooms and public areas
A guest requires a comfortable bed to take rest, relax and enjoy. A bed that is well- made will provide the required comfort.
Bed Making
Is a skill that requires to be developed by the housekeeper, as it not only provides comfort to the guest, but also adds to the pleasant ambience of a guest’s room.
Bed Making
This involves all functions from purchase of linen to laundering, storage, supplies and to condemnation. In a hotel different types of clothes and linen are used such as the bed sheets, pillow covers, napkins, towels, hand towels, table covers, curtains, cushion covers etc. All of these require regular maintenance.
Linen Management
One of the important jobs of the Housekeeping Department
Clothes and Linen Management
It is the job of the Housekeeping Department to ensure clean and hygienic washing of all the linen items, and then distributing them to different areas of the hotel.
Laundry Services
Is one of the major jobs of the housekeeping department. The room keys has to be handled efficiently and safely before and after letting the room.
Key Control
Is responsible for maintaining a peaceful atmosphere in the hotel.
Safety and Security
It is important for all housekeeping personnel to know about first aid as they could be the first ones on the spot to give immediate attention to a guest and also an employee in trouble.
Safety and Security
Is the art of creating a pleasant atmosphere in the living room with the addition of a complex of furnishings, art, and crafts, appropriately combined to achieve a planned result or design.
Interior Decoration
Good housekeeping department is just as responsible for the hotel’s maintenance as an engineering department.
Room Maintenance
The housekeeping staff and managers should act as the eyes and ears of the engineering department.
Rooom Maintenance
As soon as there are guest departures, the [department] rings the Housekeeping Desk and reports the room numbers of vacated rooms so that Housekeeping can take them over to clean and prepare for sale.
Front Office
Once a room is clean, the Housekeeping Floor Supervisor rings the [department] directly or through the Housekeeping Desk and hands over the room to front office for sale.
Front Office
Rooms received by Housekeeping for cleaning are called
Departure Rooms
Cleaned rooms handed over to the Front Office for sale are called
Clear Rooms
Personnel Housekeeping co-ordinates with the Personnel Department for the recruitment of housekeeping staff, salary administration, indiscipline, grievance procedures, identity cards for staff, induction, transfers, promotions and exit formalities.
HR Department
Procures out-of-stock items for Housekeeping such as guest supplies kept in rooms, stationery, linen of various types, detergents, etc.
Purchasing/Purchase Department
Carries out the task of fixing out-of-order furniture and fixtures.
Engineering
Literally control about 90% of the energy consumed in a hotel.
The Housekeeping and Engineering Department
The two departments can create a synergetic effect to increase operational efficiency and better control of energy consumption.
The Housekeeping and Engineering Department
The restaurants and banquets constantly require clean table clothes, napkins, etc. Their staff, as well as those in the kitchen, require clean uniforms- the former because they are in guest contact and the latter due to strict standards of hygiene required in the kitchens by most governments.
Food and Beverage
The guest room is the most private place and a hotel goes to great lengths to ensure guest privacy and security. However, a guest can take advantage of this privacy by gambling, smuggling, etc.
Security
Larger hotels have a House-keeping Store that stocks housekeeping linen and supplies independently. Smaller hotels may stock them in the general store except for linen which should be issued to the housekeeping department. The co-ordination with the stores would ensure the availability of day-to-day requirements for housekeeping.
Stores and concessionaires
A perishable commodity
Rooms
A room which has single bed facility.
Single Room
A room which has double bed facility.
Double Room
A room which is well furnished, carpeted and more suitable for single persons and small families.
Deluxe Room
A room with two double (or perhaps queen) beds. It may be occupied by one or more persons.
Double Double Room
A room which has two single bed separated by a center table.
Twin Room
A room which has two single bed but shares a common head board.
Hollywood Twin Room
Two rooms which shares a common door, mostly used by families.
Interconnecting Rooms
Two rooms which share a common wall, mostly preferred by groups.
Adjoining Rooms
A room which is been spread on two floors connected by an internal staircase.
Duplex
A room which is near a water body or beside swimming pool.
Cabana
A room with a studio bed-a couch, which can be converted into a bed. It may also have an additional bed.
Studio Room
This is usually another name for the reception room of a hotel, or it is perhaps a room off from the main reception where people can quietly chat, read and socialise.
Parlor Room
A room which oversees a scenic beauty e.g. Garden, landscape or water fall.
Lanai
A room with a kitchen facility.
Efficiency Room
A room where hotel staff would entertain their guests.
Hospitality Room
A room comprises of two or more bedroom, a living room and a dining area.
Suite Room
A room with a king sized bed.
King Bedroom
A room with a queen sized bed.
Queen Bedroom
Room located at the highest floor of the building
Penthouse Suite
Room with foldable bed which doubles as a meeting room in the day and bedroom in the night.
Sico Room
Rooms close to each other, perhaps across the hall.
Adjacent Rooms
Rooms with a common wall but no connecting door.
Adjoining Rooms
Rooms with individual entrance doors from the outside and a connecting door in between. Guests can move between rooms without going through the hallway.
Connecting Rooms
A parlor or living room connected to one or more beds.
Suite
A single room with a bed and a sitting area. Sometimes the sleeping area is in a bedroom separate from the parlor or living room.
MIni-suite (Junior Suite)
A room with a studio bed-a couch, which can be converted into a bed. It may also have an additional bed.
Studio
A room with two double (or perhaps queen) beds. It may be occupied by one or more persons.
Double Double
A room with two twin beds. It may be occupied by one or more people (Size: 99 x 190 cm).
Twin
A room with a king-size bed. It may be occupied by one or more people (Size: 198 x 203 cm).
King
A room with a queen-size bed. It may be occupied by one or more people (Size: 153 x 203 cm).
Queen
A room assigned to four people. It may have two or more beds.
Quad
A room assigned to three people. It may have two or more beds.
Triple
A room assigned to two people. It may have one or more beds.
Double
A room assigned to one person. It may have one or more beds.
Single
Is a schematic representation of the relationship between position within the establishment, which shows where each position fits.
Organization chart
These hotels meet the basic need of the guest by providing comfortable and clean room for a comfortable stay. Example: Central Park Hotel
Economy/ Budget hotels
A modest but sufficient level of service which appeals to the larger segment of the traveling public. Example Astoria
Mid market hotels
These offer world class service providing restaurant and lounges, concierge service, meeting rooms, dinning facilities. Bath linen is provided to the guest and is replaced accordingly. These guest rooms contains furnishing, artwork etc. prime market for these hotels are celebrities, business executives and high ranking political figures. Example: Hyatt Regency, New Delhi
Luxury hotels
Reports to the General Manager or the Resident Manager or the rooms division manager. He/she is responsible for the overall cleanliness and aesthetic upkeep of the hotel.
The Executive Housekeeper
Reports to the executive housekeeper.
Deputy Housekeeper
Reports to the assistant housekeeper. They are responsible for the final condition of the guestrooms on the floors allocated to them.
Floor supervisor/Floor Housekeeper
Reports to the assistant housekeeper. He/ she is responsible for cleaning and inspection of the front of the house areas such as entrance, lobby, guest corridors and so on.
Public Area Supervisor
Reports to the assistant housekeeper. He supervises all night staff engaged in the cleaning of public areas and guestrooms in hotel.
Night Supervisor
Reports to the assistant housekeeper. He/ she is responsible for maintenance of hotel staff uniforms.
Uniform Room Supervisor
Report to linen room supervisor.
Linen Room attendant/ Linen Room Maid
Reports to uniform room supervisor.
Uniform Room attendant
Reports to senior floor or linen room supervisor.
Storekeeper
Reports to the assistant housekeeper. It is the nerve center of housekeeping department and is manned 24 hours a day.
Desk Control Supervisor
Report to the floor supervisor.
Guest room attendant/ Room maids/ Chamber maids/GRA
He /she reports to the public area supervisor.
Head House person
They report to the head house persons or the public area supervisor.
House persons
They report to the Linen Room Supervisor.
Tailors, seamstress and upholsterers
He / she leads a team of gardener in maintaining landscaped gardens of the hotel as well as in supplying flowers from gardens for flower arrangements in the hotels. Flowers are used largely to enhance aesthetic appeal of various areas of the hotel.
Horticulturist
He reports to the horticulturist and maintains landscaped areas and gardens in the hotel.
Head Gardener
Report to the head gardener or the horticulturist. They keep landscaped areas, lawns and gardens clean and aesthetically beautiful.
Gardeners
Employ their own florist. Providing attractive flower arrangements for the entire hotel is their responsibility. They report to the horticulturist.
Florist
He/she is in charge of the laundry and Laundry Manager reports to the Director of housekeeping. He/she is responsible for entire functioning of laundry and dry-cleaning unit. He /she should have good knowledge of fabrics and chemicals and laundry machines.
Laundry Manager
He/she is in charge of the functioning of the laundry in the absence of laundry manager. He must have the knowledge of all the aspects of the laundry equipment, chemicals and fabrics.
Laundry Supervisor
He/ she is in charge of dry cleaning of the hotel linen and guest clothing and washer does the laundering of the linen, uniforms and guest clothing.
Dry cleaner and washers
They are the staff of laundry
Laundry Workers
These rooms are assigned to one person or a couple.
Single Room
Are assigned to two people; expect one double bed, or two
twin beds depending on the hotel.
Double room
This room is equipped for three people to stay.
Triple room
Is set up for four people to stay comfortably
Quad room
Is likely the same as a queen or a single
room, great for a solo traveler or a couple.
Standard room
These rooms might be a bit bigger with slightly upgraded amenities or a
nicer view
Deluxe room
Sometimes called an adjoining room, refers to two rooms that
share a common wall but no connecting door.
Joint room
These rooms have a connecting door between them, as well as
individual doors to get to the outside.
Connecting room
Comes with a separate living space connected to one or more bedrooms. This set up is sometimes also called a master suite.
Executive suite
Refers to a single room with a bed and sitting area. Some suites also come with kitchenettes
Junior suite or mini-suite
Is usually the most
expensive room provided by a hotel. It will have one or more bedrooms, a living space, and impressive amenities, decoration, and tailor-made
services.
Presidential suite
Aparthotels are offering these types of rooms, but they can
also be found at other traditional hotel chains.
Apartment-syle
These rooms
target long stay guests with full kitchens, laundry, and other
amenities that make it possible to live comfortably.
Housekeeping services are limited to once or twice a week.
Apartment-style
Hotels are required by law to provide a certain number of
handicapped-accessible rooms. These rooms will have
space for a wheelchair to move easily, and a bathroom
outfitted for a disabled person.
Accessible room
This room type is more common in boutique hotels
Cabana
These kinds of rooms are actually stand-alone houses that have extra space and privacy.
Villa
These rooms are high-end
and big rooms
Penthouse
It includes bed, bedside table, chairs, wardrobe with locker facility, writing table, dressing table, center table, and a magazine holder.
Furniture
It includes mattress, bed sheet, bed cover, quilt, quilt cover, pillows, and pillow cases.
Bedding
They include non-slip mats on the either sides of the bed
Bedside supplies
They involve a telephone device, and a printed compiled list of important intercom numbers such as reception, restaurant, and laundry
of the hotel.
Bedside Table Supplies
It includes room service, laundry service, and spa and health club rate cards. It also has an ash tray and a small decorative center piece.
Center Table Supplies
It involves bathrobe, coffee table cover, rocking chair cover, and hangers for clothes and ties.
Clothing and Clothing Care
It is a small tray with compartments that holds sachets of coffee, tea,
cocoa powder, creamer, and sugar. Some hotels also offer the sachets of condiments like black and white pepper powder, and salt.
Hospitality Tray
It includes a small personal refrigerator filled with a couple of soft drinks, alcoholic drinks, soda, and ice cubes. It also involves a couple of personal
servings of salted peanuts, cashew nuts, or chips.
Mini Bar Supplies
A writing pad, a pencil, an eraser, promotional brochures, La carte menu, and the short list of places of historical and commercial importance in the city for guest’s reference.
Writing Desk Supplies
Bath area with shower and handheld shower attachments, a bath tub with hot-cold water mixer and handheld shower attachment, soap dispenser, toilet paper attachment, towel holder, and a basin with hotcold water mixer attachment.
Bathroom Attachments
The couple of pairs of a large and a small towels each for the guests to be used according to their requirement.
Towels
Which can be often, opened by the foot and
lined with a plastic bag from inside.
Dustbin
It is often, kept near the bathtub.
Non-slip Foot-mat
Flat non-slip slippers for the guest.
Slippers
Fit on the wall above the basin
Mirror
It contains small bottles of shower gel, shampoo, and conditioner. Some
hotels also provide moisturizer, shower cap, hand and foot cream, ear buds, and a small manicure kit. It may also contain a couple of empty
glasses, disposable toothbrushes, and a small bottle of mouthwash
Vanity Tray
Is a bed for a small child that has high sides so they can’t fall out.
Size: 28 x 52 inches
Crib Bed
Designed for one person only
Size: 39 x 75 inches
Single/Twin Bed
Designed for two people.
Size: 54 x 75 inches
Double Bed
Wider and longer than double beds for better comfort of
guests.
Size: 60 x 80 inches
Queen sized Bed
The biggest bed at a hotel. Wider than queen sized bed to provide for better
comfort of guests.
Size: 78 X 80 inches
King Bed
Two twin beds placed side by side and sharing the same
designed for two people.
Size: 78 X 75 inches
Hollywood Bed
Available in a studio room; it caters the needs of business guests for conducting business meetings in the guest room.
Size: 48 X 75 inches
Studio Bed
It serves the same function as sofa bed; the bed folds out of a wall or closet.
Size: 60 x 80 or 78 X 80 inches
Murphy Bed
Extra bed temporarily added according to guests’ requests
Size: 30 x 72 or 34 x 75 inches
Roll away Bed
Natural and chemical/synthetic
substances that are used to assist the cleaning process.
Cleaning Agents
Is primarily the removal
of dirt and dust.
Cleaning
Are cleaning agents
that break down and remove
dirt, grease, and stains.
Detergents
Contain acidic
substances and are used to remove mineral deposits, scale, and stains from surfaces.
Acid Cleaners
They are commonly used in
household cleaning and laundry.
Detergents
They are effective on materials like tile and metal.
Acid cleaners
Are formulated
with alkaline substances and are effective in removing grease, oils, and other organic materials.
Alkaline cleaners
To dissolve and remove substances like grease, oil, or adhesive.
Solvent cleaners
They are effective in applications where water-based cleaners may not work well.
Solvent cleaners
They are commonly used in
industrial and kitchen settings.
Alkaline cleaners
Are substances that
kill or inhibit the growth of bacteria and viruses, reducing the risk of infection.
Disinfectants
They are commonly used in
healthcare settings and for general sanitation.
Disinfectants
They are often used in air
fresheners, fabric sprays, and other products.
Deodorants
Are cleaning agents
that eliminate or mask unpleasant odors.
Deodorants
Include products like
fabric softeners and bleach that
enhance the cleaning and care of fabrics during the laundry process.
Laundry aids
Are substances used to
clean, shine, and protect surfaces such as furniture, metal, or shoes. They often contain waxes or oils.
Polishes
Are applied to floors to
create a protective layer, enhancing durability and making them easier to
clean. They are commonly used in commercial and industrial settings.
Floor sealers
Are cleaning agents with
gritty particles that provide a
scrubbing action.
Abrasives
They are used for removing tough stains and dirt from surfaces but require caution on delicate materials.
Abrasives
Can include all types of equipment that clean or aid in the cleaning process by
directly using manoeuvre, operation and energy of employees.
Manual Equipment
Are usually powered by
electricity or gas.
Mechanical equipment
This may be designed to remove dry or wet or ingrained dust and dirt from the hard or soft surfaces.
Brushes
These brushes are used for heavy soiling areas that are difficult to access.
Scrubbing Brushes
These brushes are used for overflowing vents.
Bottle Brush
Used for cleaning chimney.
Flue Brush
These brushes are used for light dusting.
Feather Brush
Also known as a steam
cleaner or steam cleaning
machine. They are used where
the chemical odors are not
desired. It operates by heating
water to a high temperature to
produce steam, which is then
applied to surfaces for
cleaning purposes.
Vapor Cleaning Machine
It is electric sweeper that consists of a friction brush. The brush often is fit to revolve vertically or horizontally, when the equipment moves on the surface.
Box sweeper
It is mostly used at home, office and hotel. It comes with a suction motor fit in a case, a hose, and various attachment for delicate as well as tough cleaning requirements.
Vacuum cleaner
They are used to add a shine to the floors of most frequented areas of the hotel.
Polishing Machine
It is a floor care accessory that comes with handheld electrically operated scrubber. It is used where only mopping doesn’t suffice.
Scrubber
