Housekeeping

BHM 3RD YEAR, 6TH SEM

CONTRACT SERVICES

CONTRACT:- is an agreement enforceable by law made between

two or more persons by which rights are acquired by one or more
to act for bearness on the part of the others. (Indian Contract Act
1872).

OUTSOURCING:- is a conscious business decision to move

internal work to an external provider.

Essential elements of contract:

1.Offer and acceptance

2.Legal relation
3.Legality of object
4.Capability
5.Free consent
6.Certainty
7.Promise of performance
8.Writing and registration

Services usually given on contract:

1. Cleaning: This can be on consultancy basis or specialist

work (e.g. deep cleaning). Contract cleaners provide both
general and specialized services which can include general
cleaning of public rooms, toilets, kitchens, provision of
bedroom cleaning services, periodic cleaning of walls,
ceiling, carpets, upholstery, windows, and different surfaces.
2. Linen hire: full linen hires service or specialized items
e.g. uniforms, towels, banqueting items, etc.
 3. Laundry and flower arrangement: completely or partly.
4. Personal services/products: shoe cleaning machine,
dispensers for towels, soap, dust control, pest control, refuse
collection, horticulture and landscaping.

Method of costing: The methods used to access the cost of

the contract depends on its

Type
Size of the job being carried out
Skills required
Policy of company
Budget
1. Management fee, consultancy basis: The customer
provides his own labour, equipments, materials etc. and the
contractor provides the management with the expertise and
possible supervisory staff.

2. Fixed periodic cost: may be made either as a total cost or

cost per unit of work. This is a very commonly used method
and is available in two forms.

Uncontrolled input: The contractor agrees to provide a

service of a given nature for a specific cost. There is no
indication of the number of workers, hours worked or the
type of equipment and materials used. Therefore it is
essential that the specification is detailed indeed.

Controlled input: This type of contract also specifies the

minimum number of workers, hours worked and other
equipments.

3. Cost plus profit % basis: This has an advantage of

providing a perfectly viable, flexible programme, as the
 customer is free to determine his own needs as things
change (e.g. low occupancy due to weather conditions). This
also provides incentives for the contractor to increase his
basic cost in order to earn more profits.
4. Cost plus fixed fee basis: The contractor is reimbursed
for all costs like that of equipment, material, labour etc. and
is
paid a fixed fee for the management of the programme. This
provides a flexible programme along with elimination of any
incentive to spend more money.

Unit Rate Agreements

Most contracts are agreed on unit rate basis. The details of the
area to be covered and the job frequency is given by the EHK.
The service provider is asked to give the cost as per the area.
The cost is calculated on the basis of area measured by the
contarctor.
The cost is calculated in this way:-
Man hours = areas x time x frequency
eg:- If a contracted firm has to clean five different areas. Taking
two hours each, twice a week, then man hours will be calculated
as:
Areas = 5, Time = 2 hours, Frequency = 2 times
then, Man hours = 5 x 2 x 2 hours
= 20 hours.
To the cost of wages ( for workers & supervisors), the firm adds
costs of equipments, agents, and supplies, plus overheads and
profits, and then quotes a price.

Guidelines for hiring contract services

 1. Prepare a detailed specification indicating exact number of
working hours, areas, process, frequency, time factor etc.
2. Put out tenders to at least three contractors and compare
their rates, not necessarily choose the cheapest one
because the work standard may be poor. Strike out a
balance.
3. Consider the length of contract. It should not be more than
two years. Also, the condition of termination should be
penned down clearly.
4. Careful study should be made regarding payment methods.
5. Try to select a local contractor.
6. Check the type and amount of supervision.
7. Check on all other arrangement after the contract is awarded
like that of security passes, meal coupons, locker facility etc.
8. Spot checking the work after the contract has been awarded.

Advantages of contract services

1. A budget can be worked out accurately because the price is

known for a given period and may be economical than direct
labour and services.
2. The contractor is responsible for recruiting, training, paying
and dismissing.
3. Contract services eliminate many of the problems between
management and unions.
4. The contract company may offer bigger pay than the direct
labour and therefore attract more qualified and competent
staff.
5. Eliminates the need to buy specialized equipments and
permit extra work without the need of increasing the staff.
6. Specialized contractors may be able to cope more easily in
case of an emergency.
Disadvantages of contract services

1. Cost may be too high for the acceptor.

2. Weakens management authority over the quality and loyalty
of staff working in the premises.
3. Control is loosened over operations.
4. Poor supervision.
5. There is a natural tendency of the contractor to use poor
quality product which can cause damage to the building,
furniture, etc.
6. Security may be weakened because of labour turnover.
7. There is often no solution if a contractor does not carry out
his work properly except to terminate the contract.

PLANNING & ORGANISING THE HOUSEKEEPING

DEPARTMENT

Planning is probably the Executive Housekeepers most important

management function. Without proper planning each day may present
one problem after other. Since the Housekeeping is responsible for
cleaning & maintaining so many different areas of the hotel. Planning
should be undertaken in a systematic manner in order to obtain set
objectives. The step by step planning process may differ slightly from
one hotel’s housekeeping department to another’s and different
terminology may be in use across companies, but essentially the sub-
processes and tasks are the same. Housekeeping planning should be
done on paper and needs to be properly documented. The questions
that arise at the beginning of the planning process lead to the
formation of the basic planning documents. Certain documents are
essential and they are:
Area Inventory List (AIL): Planning the work of the Housekeeping
Department begins with creating an inventory list of all items within
each area that will need Housekeeping attention. Since most properties
offered several different types of guestrooms, separate inventory list
may be needed for guest room type. When preparing the guestroom
‘AIL’, it is a good idea to follow the same system that room attendant
will use as their sequence of cleaning task & that supervisor will use in
the course of their inspection. E.g. Area within a guestroom may appear
on an inventory list as they are found from right to left & from top to
bottom around the room.

Frequency Schedule: It indicates how often items on inventory list are

to be cleaned. Items that must be cleaned on a daily or weekly basis
become a part of a routine cleaning cycle and are incorporated into
standard work procedures. Other items which must be cleaned,
monthly or less frequently are inspected on a daily basis but they
become part of a spring cleaning programme & are scheduled special
cleaning projects.

Performance Standard: They are required levels of performance that

establish the quality of work that must be done according to the
expectations of the property. The key to consistency in service is the
performance standards which the Executive Housekeeper develops,
daily inspections & periodic performance. Evaluation should follow up
with specific on the job coaching & re-training. This ensures that all
employees are consistently performing their tasks in the most efficient
& effective manner. Performance standards are achieved when:

Cleaning methods are correctly selected and systematically followed.

The ideal cleaning agents are used on the various surfaces involved.
The correct pieces of equipment are used on the various surfaces
involved.

Cleaning tasks are carried out at required frequencies.

All the employees carry out their cleaning tasks in a consistent manner.

Time and motion studies are periodically carried out in the department
to obtain best practices in housekeeping.

Productivity Standard: It determines the quantity of work to be done

by the department employees. Productivity standards must be
determined in order to staff the department within the limitation with
the hotel operating budget plans. Housekeeping Managers must know
how long it should take a room attendant to perform the major
cleaning tasks identified on the cleaning frequency schedules such as
guestroom cleaning. Once this information is known, productivity
standards can be developed; performance & productivity standard
should be carefully balanced. If the quality expectations are set too
high, the quantity of work that could be done may be low. Every hotel
must develop their own productivity standards, as there are several
factors that influence these standards, which vary from one property to
another. Some of these factors may be:

The type and age of the property.

The type of surfaces involved and the degrees and type of soiling.

The accessibility of the work area from the service areas.

The frequency of cleaning.

The amount of traffic in the work areas.

The type of cleaning supplies and equipment available.

The function of the work area.

The quality of supervision and inspection.

The expected standards of cleaning.

The quality of employees.

Example of productive standard worksheet:

Total Shift Time = 9 hrs X 60 mins = 540 mins.

Beginning of Morning Shift = 20 mins
Tea Break = 10 mins
Lunch = 30 mins
Evening Tea Break = 10 mins
End of Morning Shift = 20 mins (handover)

Therefore, the room attendant is there for 450 mins in guest room
(540-90) and each room takes 30 mins to clean. Therefore, the
attendant can clean 15 rooms in 450 mins.

Time and motion study in housekeeping operations: Extensive

research in the form of time and motion studies to analyse work
methods has helped the industry to find better and easier ways to carry
out tasks and save time and energy. The time and motion studies for a
task calculate how long it takes, on an average, to perform a certain
task. This helps in calculating staffing levels. To do a time and motion
study, several staff members perform the same task (say, bed-making),
one by one, their movements are studies and clocked. The results are
compared and an analysis is done as to how long it takes on an average
to perform the task. The best practices derived from this study are then
used by everyone, so that the resulting performance will be more
standardized and more predictable. Any of the methods discussed
below can be used by the executive housekeeper to do a time and
motion study in her department.

Pathway chart: this technique involves the study of the path covered
by the worker in the undertaking and completion of a task. A floor plan
of the work area is drawn to scale and fixed to a board on the wall. A
long thread is pinned down at the starting point on the plan. The line of
motion is marked using this thread-whenever the worker turns, that
point is marked with a pin and the thread wound around it. The length
of the thread gives an idea of the distance traversed in the completion
of the task. The time taken is also noted down. Various pathways are
tried out to find the simplest and smallest route to finishing the task
successfully. This is done to achieve the least exertion and minimal loss
of energy and time. This technique helps pinpoint all movements that
can be reduced or eliminated.

Process chart: all tasks, in order to be completed, require a specific

process or activity. In this technique, a close study of the process
adopted is carried out and the flow of activity closely studied. A record
of the time taken to finish the task is kept. All unnecessary movements
and steps are then listed down, so as to be avoided in the final process
adopted.

Operation chart: this technique helps one track down all wasteful
expenditure of time and energy in all activities. The technique requires
a detailed study of all the smaller activities making up a work process.
The movements of the two hands are studies in great detail and a fine
analysis shows where in the job delays are occurring.

Micro-motion film analysis: using a timing device, every activity is

filmed. Then a detailed study, especially of the finer movements of the
hands and other parts of the body, helps analyse the areas where
changes need to be or can be made to carry out the task with the least
expenditure of time and energy.

Cyclography: This is also a technique that uses filming. Here, a bulb is

attached to the worker’s body (may be the hand, the legs, or the back).
As the body or the body part so highlighted moves during the activity,
the path taken is lighted by the electric bulb and hence easily captured
by slow photography. The analysis of the complete film or the record of
movement helps reveal how smooth and rhythmic the movements of
the activity are. Thus, the worker may be guided to make the necessary
changes.

Chronocyclography: In this technique, a film of the activity is made with

small lights attached to the middle finger. The pattern or movement is
filmed and finally analysed to find out which movements were
unnecessary or arrhythmic and can be eliminated or improved upon.

Standard operating manuals-Job procedures

A job procedure specifies the way in which a task is to be performed.

Job procedures should be used during induction and training sessions
and ought to be incorporated into the department’s procedure
manuals. Updating job procedures is necessary as and when changes in
equipment, cleaning materials, and so on, occur. They are most
popularly called ‘SOP’s’ or standard operating procedures. They are also
referred to as ‘work cards’ or ‘order of work’ documents.
 SOP’s comprise the following information:

The job to be done

Equipment and materials required

Procedure of work

Safety factors

Time required to do the job

The goals in establishing SOP’s are as follows:

To aid standardization

To help in training

To preserve surfaces and materials

To ensure the completion of a task successfully

To effect a saving on cleaning equipment and agents

To prevent accidents

To help in training

To ensure the completion of a task successfully

To aid the compiling of work schedules and help in staffing
requirements

Job allocation and work schedule: A work schedule is a document

that lists the actual tasks to be carried out by an employee in a
particular shift and the time frame in which to undertake each task.
The document includes the following:

The position of the employee

The area of operation

The time at which the employee has to perform the allotted task

Timings of meals, breaks, and any special jobs

Time for tidying equipment and closing up

Work schedules must be written in simple language and have a concise

form. Since the amount of work in a day may take longer than the
length of one shift, several work schedules need to be compiled for use
in one day. The number of schedules made for a given area is thus an
indication of the number of staff required to clean that area on the
particular day. The schedules should be handed over to the employees
when they report for work.
 Calculating staff strength: Compared to other hotel departments, the
housekeeping department employs the largest workforce in most
hotels. Manpower thus becomes a major operating expense. Good
management of the housekeeping department depends on achieving a
balance between the workload and the staff strength. When calculating
staff strength, it must be remembered that each property will have its
individual requirements. The factors to be considered here are:

The type of hotel it is

The location of the hotel

Traditions and customs of the locality

The size of the hotel (in terms of number of rooms)

The occupancy rate of the hotel

Management needs

Company policies

The quantity of work to be done

The quality of work expected, that is, the standards to be met

The time needed to do the work

The frequency with which the work needs to be done

The time when the work area is available

The amount of traffic in the area

The staff strength of the housekeeping department mainly depends on

the size and structure of the hotel, that is, whether it has a compact
structure with clusters of rooms, the number of rooms per cluster or
floor, the expanse of the public areas and landscaped areas, and so on.
The general rule of thumb that aid in determining staff strength in the
housekeeping department is given below.

Thumb rules for determining staff strength

Executive housekeeper: 1 for a 300 room property

Assistant housekeepers: 2 (1 per morning and evening shift)

Floor supervisors: 1 per 60 rooms for the morning shift; 1 for the
evening shift; 1 for the night shift.

Public area supervisors: 1 for each shift

Linen/uniform room supervisors: 1

Room attendants: 1 per 16 rooms for the morning shift; 1 per 30 rooms
for the evening shift (if turn down service is provided)

Linen and uniform room attendants: 2

Housemen: depends on the size of public areas and functions expected,

but on average, 1 per 60 rooms
 Desk attendants: 1 per shift

Tailors/upholsterers: 2 (may differ depending on the size of the hotel)

Horticulturist: 1

Head gardeners: 1 per 20 horticulturists

Gardeners: 1 per 4500 sq. ft of landscaped area

Planning duty roasters: Duty roasters specify the allotment of jobs,

hours of duty, and days off for each member of the staff. To make for an
even share of duties, the roaster should be rotated every five weeks.
Duty roasters must be simple in format, easy to interpret, clearly written,
and displayed on the staff notice board at least a week in advance.

Advantages for a duty roaster: Planning a duty roaster in

advance helps to ensure:

The exact number of staff required to be on duty at any given

occupancy.

That staff working hours are as per their employment contract.

That regular off-days are availed for enhancing productivity.

Knowledge of which employees are present on the premises in instances

of emergencies.
Accuracy in attendance and payroll reports.

Steps in making a roaster: the steps in making a duty roaster are as

follows:

Step 1: Ascertain occupancy levels and events expected in the hotel.

This information is provided by the sales and marketing department at
the beginning of the financial year. On a daily and a weekly basis, more
specific reports of occupancy are available through coordination with
the front office department. The overall forecasts of occupancy must be
considered before scheduling the employees’ annual leave. These
forecasts also help the executive housekeeper to follow the staffing to
ensure sufficient staff at peak periods and avoid excess labour during
slack periods.

Step 2: Ascertain the spread of duty hours to be scheduled in the duty

roaster, whether 12 hours, 16 hours, or 24 hours. Decide whether the
positions will work for 5 or 7 days per week.

Step 3: Ascertain the type of shift-straight shift, break shift, rotating

shift, or any other alternative scheduling-to be used.

Step 4: Ascertain the number of full time and part time staff on the
payroll.

Step 5: Ascertain the number of labour hours per day and per week
required for various positions.

Step 6: Incorporate coffee breaks and mealtime allowances in the

roaster.
Step 7: Ascertain that each employee gets a weekly off day after 6
working days. Provide for compensatory offs. Schedule one reliever per
6 employees.

Step 8: Ascertain closed days and restricted holidays, and any

contingency planning that may be needed.

TEAMWORK AND LEADERSHIP IN HOUSEKEEPING

The current trend in housekeeping operations is to form teams to

accomplish tasks rather than scheduling employees on an individual
basis. The three important determinants of teamwork are leadership,
the building of the right kind of groups or teams for better productivity,
and membership (which reflects the individual contributions people will
make towards team goals). A housekeeping team may consist of one
supervisor, several (2-5) GRAs and one houseman. This team under the
supervisor becomes totally responsible for a particular section of
guestrooms in the hotel. Cleaning performance, say, is then measured
on a team basis rather than on individual basis.

Team cleaning-an example of teamwork: In team cleaning, two or

more GRAs together clean one guestroom at a time. Usually teams of
two GRAs each are assigned to 30-35 rooms. Team members rotate
duties of bedroom and bathroom cleaning. Team cleaning is successful
when ideas come from the employees themselves and they are given a
free hand in their implementation. Team cleaning works in hotels that
are willing to make a change to meet new challenges. Promoting
teamwork within each team requires special effort. A teamwork
checklist should be followed by the executive housekeeper to make it a
success.
Reward teamwork by praising the team and giving them choice
assignments, raises, and promotions.

Include teamwork as a criterion during the employee’s performance

appraisals.

Rotate special assignments, allowing everyone an opportunity to shine

as an individual occasionally.

Consider ideas generated jointly by the team as well as individual ideas.

Share information and give the team a say in decision-making.

Give credit to the team for jobs well done.

Set an example of cooperation with others and yourself.

Advantages of teamwork: There are many advantages of teamwork.

Some of these are as follows:

A principal advantage to the manager is in being able to schedule a

group of people as though they were one entity.

Co-operation and workers morale will be higher when they are part of a
small unit rather than solitary individuals in a large group of people.

Team spirit will cause the entire group to excel in operations. GRAs
who excel in room cleaning help the poorer performers on the team to
improve.
Absenteeism and tardiness get better resolved at the team level because
one member being absent or late could have a negative effect on the
entire team’s reputation.

With increasing concern for safety and security, assigning two or more
GRA’s to clean a room could save expenses on liabilities and lawsuits.

Mundane cleaning tasks may become fun when performed as a team.

Fewer tools are needed-for example, one room attendant’s cart, one
vacuum cleaner, and one hand caddy can equip a team of two.

Some heavier cleaning tasks are accomplished more easily and faster
with two people-for example, moving beds, turning over heavy
mattresses, making up a double bed, and so on.

Bringing new employees up to the required standards becomes easier

since they have buddies to coach them along the way.

There is saving on labour costs since team workers complete work

faster, have better attendance, meet with fewer accidents, and develop
greater interest in improving the processes.

When planning for team cleaning, the executive housekeeper must

address the following considerations:

Have linen and cleaning inventories equally distributed so that teams do

not fight over supplies.
If a team must stop because it is faced with some hurdle, the work output
of 2-3 people is stopped, as opposed to only one in the traditional
method of guestroom cleaning. Hence the executive housekeeper should
make sure that adequate supplies are available and teams are given an
accurate list of room assignments.

Scheduling may require special effort to accommodate team members

getting the same days off.

LEADERSHIP: For teamwork in housekeeping to be successful, the

department leader, that is, the executive housekeeper needs to be an
inspiring role model as a team player as well as an effective leader. The
leader of any group can help to build its members into a well-knit team
by sharing vision, goals, and strategies with them. Leadership is the
capacity to frame plans that will succeed and the faculty to persuade
others to carry them out in the face of difficulties. Leadership quality in
a manager makes people look up to him/her for advice, feel motivated
to work for and respect the manager, and be loyal to the manager. An
executive housekeeper who can mobilize the trust and support of the
staff achieves great heights. Some executive housekeepers who are
good planners and organizers fail to achieve results because they are
not effective as leaders. An executive housekeeper who is a good
leader will ensure the following activities:

Draft a compelling vision

Communicate passionately

Get cooperation from others

Inspire and pull employees towards goals

Provide direction and momentum

Be assertive if necessary

Learn from other leaders

Make decisions in line with the vision

Get feedback

Command and not demand respect and loyalty

Do some self evaluation as well

Different leadership styles may be used by the executive housekeepers.

Some distinctly make people work by force or order; others join the
group and initiate activity; still others use persuasion; while some, by
their pleasant and endearing manner, generate the enthusiasm for
work and achieve goals in the best possible manner. An executive
housekeeper who is an effective leader uses all these styles to different
extents, according to the nature of the decisions to be made and as the
situations demands.

Styles of leadership:

Autocratic: imposes own decision with/without explanation to

subordinates
Participative: decision made after prior consultation with subordinates

Democratic: joint decision arrived at

Laissez faire: decisions taken by delegation

Most often, executive housekeepers tend to use the participative style

and depend more on communication, adopting a supportive attitude
and sharing needs, values, goals, and expectations with their staff.
When employees, regardless of their level of education, are involved in
decision making, they become highly contributive to successful
decisions of major consequence. They are then not only committed to
the outcome of these decisions, they are involved in the success or
failures of such decisions are thereby motivated to continue their
participation and personal growth. A self assessment needs to be
carried out by executive housekeepers to find out which style of
leadership they adopt as their principal one in actuality.

TRAINING IN HOUSEKEEPING DEPARTMENT

The efficiency and economy with which any department will operate
will depend on the ability of each member of the organization to do his
or her job. Such ability will depend in part on past experiences, but
more commonly it can be credited to the type and quality of training
offered. Employees, regardless of past experiences, always need some
degree of training before starting a new job. Small institutions may try
to avoid training by hiring people who are already trained in the general
functions with which they will be involved. However, most institutions
recognize the need for training that is specifically oriented toward the
new experience, and will have a documented training program. Some
employers of housekeeping personnel find it easier to train completely
unskilled and untrained personnel. In such cases, bad or undesirable
practices do not have to be trained out of an employee. Previous
experience and education should, however, be analyzed and
considered in the training of each new employee in order that
efficiencies in training can be recognized. If an understanding of
department standards and policies can be demonstrated by a new
employee, that portion of training may be shortened or modified.
However, skill and ability must be demonstrated before training can be
altered. Finally, training is the best method to communicate the
company’s way of doing things, without which the new employee may
do work contrary to company policy.

First Training: First training of a new employee actually starts with a

continuation of department orientation. When a new employee is
turned over to the housekeeping or environmental services
department, orientation usually continues by familiarizing the
employee with department rules and regulations. Many housekeeping
departments have their own department employee handbooks.
Although these handbooks are for completely different types of
organizations, the substance of their publications is essentially the
same; both are designed to familiarize each new employee with his or
her surroundings. Handbooks should be written in such a way as to
inspire employees to become team members, committed to company
objectives.
A Systematic Approach to Training: Training may be defined as those
activities that are designed to help an employee begin performing tasks
for which he or she is hired or to help the employee improve
performance in a job already assigned. The purpose of training is to
enable an employee to begin an assigned job or to improve upon
techniques already in use. In hotel or hospital housekeeping
operations, there are three basic areas in which training activity should
take place: skills, attitudes, and knowledge.

SKILLS TRAINING: A sample list of skills in which a basic housekeeping

employee must be trained are as follows:

1. Bed making: Specific techniques; company policy

2. Vacuuming: Techniques; use and care of equipment

3. Dusting: Techniques; use of products

4. Window and mirror cleaning: Techniques and products

5. Setup awareness: Room setups; what a properly serviced room

should look like

6. Bathroom cleaning: Tub and toilet sanitation; appearance; methods

of cleaning and results desired

7. Daily routine: An orderly procedure for the conduct of the day’s

work; daily communications
8. Caring for and using equipment: Housekeeper cart;
loading
9. Industrial safety: Product use; guest safety; fire and other
emergencies

The best reference for the skills that require training is the job
description for which the person is being trained.

ATTITUDE GUIDANCE: Employees need guidance in their attitudes

about the work that must be done. They need to be guided in their
thinking about rooms that may present a unique problem in cleaning.
Attitudes among section housekeepers need to be such that,
occasionally, when rooms require extra effort to be brought back to
standard, it is viewed as being a part of rendering service to the guest
who paid to enjoy the room. The following is a list of areas in which
attitude guidance is important:

1. The guest

2. The department manager and immediate supervisor

3. A guestroom that is in a state of great disarray

4. The hotel and company

5. The uniform

6. Appearance
7. Personal hygiene

MEETING STANDARDS: The most important task of the trainer is to

prepare new employees to meet standards. With this aim in mind,
sequence of performance in cleaning a guestroom is most important in
order that efficiency in accomplishing day-to-day tasks may be
developed. In addition, the best method of accomplishing a task should
be presented to the new trainee. Once the task has been learned, the
next thing is to meet standards, which may not necessarily mean doing
the job the way the person has been trained.

KNOWLEDGE TRAINING: Areas of knowledge in which the employee

needs to be trained are as follows:

1. Thorough knowledge of the hotel layout; employee must be able to

give directions and to tell the guest about the hotel, restaurants, and
other facilities

2. Knowledge of employee rights and benefits

3. Understanding of grievance procedure

4. Knowing top managers by sight and by name

Ongoing Training: There is a need to conduct ongoing training for
all employees, regardless of how long they have been members of
the department. There are two instances when additional training is
needed:

(1)The purchase of new equipment, and

(2) Change in or unusual employee behaviour while on the job.

When new equipment is purchased, employees need to know how the

new equipment differs from present equipment, what new skills or
knowledge are required to operate the equipment, who will need this
knowledge, and when. New equipment may also require new attitudes
about work habits. Employee behaviour while on the job that is seen as
an indicator for additional training may be divided into two categories:
events that the manager witnesses and events that the manager is told
about by the employees. Events that the manager witnesses that
indicate a need for training are frequent employee absence,
considerable spoilage of products, carelessness, a high rate of
accidents, and resisting direction by supervisors. Events that the
manager might be told about that indicate a need for training are that
something doesn’t work right (product isn’t any good), something is
dangerous to work with, something is making work harder. Although
training is vital for any organization to function at top efficiency, it is
expensive. The money and man-hours expended must therefore be
worth the investment. There must be a balance between the money
spent training employees and the benefits of productivity and high-
efficiency performance. A simple method of determining the need for
training is to measure performance of workers: Find out what is going
on at present on the job, and match this performance with what should
be happening. The difference, if any, describes how much training is
needed. In conducting performance analysis, the following question
should be asked: Could the employee do the job or task if his or her life
depended on the result? If the employee could not do the job even if
his or her life depended on the outcome, there is a deficiency of
knowledge (DK). If the employee could have done the job if his or her
life depended on the outcome, but did not, there is a deficiency of
execution (DE). Some of the causes of deficiencies of execution include
task interference, lack of feedback (employee doesn’t know when the
job is being performed correctly or incorrectly), and the balance of
consequences (some employees like doing certain tasks better than
others). If either deficiency of knowledge or deficiency of execution
exists, training must be conducted. The approach or the method of
training may differ, however. Deficiencies of knowledge can be
corrected by training the employee to do the job, then observing and
correcting as necessary until the task is proficiently performed.
Deficiency of execution is usually corrected by searching for the
underlying cause of lack of performance, not by teaching the actual
task.

Training Methods: There are numerous methods or ways to conduct

training. Each method has its own advantages and disadvantages,
which must be weighed in the light of benefits to be gained. Some
methods are more expensive than others

but are also more effective in terms of time required for

comprehension and proficiency that must be developed. Several useful
methods of training housekeeping personnel are listed and discussed.
 1.ON-THE-JOB TRAINING: Using on-the-job training (OJT), a technique
in which “learning by doing” is the advantage, the instructor
demonstrates the procedure and then watches the students perform it.
With this technique, one instructor can handle several students. In
housekeeping operations, the instructor is usually a GRA who is doing
the instructing in the rooms that have been assigned for cleaning that
day. The OJT method is not operationally productive until the student is
proficient enough in the training tasks to absorb part of the operational
load.

2. OFF-THE JOB-TRAINING: This type of training takes place away from

work, in a classroom, by means of workshops, demonstrations,
lectures, discussions, seminars, audio-visual presentations, etc. Few of
these methods have been discussed below:

LECTURES: The lecture method reaches the largest number of students

per instructor. Practically all training programs use this type of
instruction for certain segments. Unfortunately, the lecture method can
be the dullest training technique, and therefore requires instructors who
are gifted in presentation capabilities. In addition, space for lectures may
be difficult to obtain and may require special facilities.

CONFERENCES: The conference method of instruction is often

referred to as workshop training. This technique involves a group of
students who formulate ideas, do problem solving, and report on
projects. The conference or workshop technique is excellent for
supervisory training.
DEMONSTRATIONS: When new products or equipment are being
introduced, demonstrations are excellent. Many demonstrations may be
conducted by vendors and purveyors as a part of the sale of equipment
and products. Difficulties may arise when language barriers exist. It is
also important that no more information be presented than can be
absorbed in a reasonable period of time; otherwise misunderstandings
may arise.

3. SIMULATION TRAINING: With simulation training, a model room

(unrented) is set up and used to train several employees. Whereas OJT
requires progress toward daily production of ready rooms, simulation
requires that the model room not be rented. In addition, the trainer is
not productive in cleaning ready rooms. The advantages of simulation
training are that it allows the training process to be stopped, discussed,
and repeated if necessary. Simulation is an excellent method, provided
the trainer’s time is paid for out of training funds, and clean room
production is not necessary during the workday.

4. INDUCTION TRAINING: This is carried out when an employee is new

to the organization and has to learn the required knowledge, skills, and
attitude for his new position.

5. REFRESHER TRAINING: This is carried out when an old employee has

to be re-trained to refresh his/her memory.
6. REMEDIAL TRAINING: This is carried out for old employees when
there is a change in the present working style, which may be related to
a competitive environment, technological changes, or guest
expectations.

7. CROSS-TRAINING: This training enables employees to work in

departments other than their speciality in periods of staff shortage.

8.COACH-PUPIL METHOD: The coach-pupil method is similar to OJT

except that each instructor has only one student (a one-to-one
relationship). This method is desired, provided that there are enough
qualified instructors to have several training units in progress at the
same time.

Training Aids: Many hotels use training aids in a conference room, or

post messages on an employee bulletin board. Aside

from the usual training aids such as chalkboards, bulletin boards,

charts, graphs, and diagrams, photographs can supply clear and
accurate references for how rooms should be set up, maids’ carts
loaded, and routines accomplished. Most housekeeping operations
have films on guest contact and courtesy that may also be used in
training. Motion pictures speak directly to many people who may not
understand proper procedures from reading about them. Many training
techniques may be combined to develop a well-rounded training plan.
Development: It is possible to have two students sitting side by side in
a classroom, with one being trained and the other being developed.
Recall that the definition of training is preparing a person to do a job for
which he or she is hired or to improve upon performance of a current
job. Development is preparing a person for advancement or to assume
greater responsibility. The techniques are the same, but the end result
is quite different. Whereas training begins after orientation of an
employee who is hired to do a specific job, upon introduction of new
equipment, or upon observation and communication with employees
indicating a need for training, development begins with the
identification of a specific employee who has shown potential for
advancement. Training for promotion or to improve potential is in fact
development and must always include a much neglected type of
training—supervisory training. Many forms of developmental training
may be given on the property; other forms might include sending
candidates to schools and seminars. Developmental training is
associated primarily with supervisors and managerial development and
may encompass many types of experiences.

Recycled & non recycled inventories: The Executive Housekeeper is

responsible for 2 types of inventories.

1) Recycled inventory: It includes linen equipments & some guest

supplies like extra bed, iron, etc. The no. of recycled items that must be
on hand to ensure smooth operations is expressed as a ‘PAR’. It refers
to the standard number of items that must be on hand to support daily
routine housekeeping operations e.g. One par of linen is the total
number of items needed to outfit all the hotel guestrooms once. Most
sister hotels would on a ‘four-par’ of guest rooms linen (guestroom,
floor pantry, laundry & linen).

2) Non-recycled inventory: They include cleaning supplies, guestroom

supplies, guest-amenities like toothbrush, hair-conditioner, etc. They
are used up during routine activities of the housekeeping department.
A purchasing ordering for non recycled inventory items establishes a
‘par’ no. based on 2 figures i.e. Maximum & minimum quantities. The
minimum quantity is the least amount at which reordering is done
taking into consideration the lead time (it is time taken by the supplier
to convey goods from the time the order is placed). The maximum
quantity is the amount ordered.

The executive housekeeper must establish reasonable levels for both

recycled and non-recycled inventories. Overstocking should be avoided,
as it ties up cash and calls for a larger storage area. There should be an
effective purchasing system to consistently maintain the inventory
levels set by the executive housekeeper. To maintain the inventory
levels, the executive housekeeper needs to determine the par level for
each inventory item.

Determining the par levels: Par refers to the standard quantity (or
numbers) of each inventoried item that must be on hand to support
daily, routine housekeeping operations. Par levels are determined
differently for the two types of inventories. Inventory levels for
recycled items are measured in terms of a par number. The par
number is a multiple of the standard quantity of a particular inventory
item that must be on hand to support day-to-day housekeeping
functions. In the case of non-recycled inventory items, the par number
is the range between two figures: a minimum inventory quantity and a
maximum inventory quantity. The minimum inventory quantity refers
to the lowest number of purchase units (items per case) that must be in
stock at any given point of time. The on-hand quantity for a non-
recycled
inventory should never fall below this figure. The minimum quantity
figures are established based on the rate of consumption of a particular
inventory item over a certain period. The following formula may be
used:

Minimum quantity=lead time quantity + safety stock level

Where the lead time quantity is the number of purchase units that are
used up between the time that a supply order is placed and the time
that the order is received in hand, and safety stock level is the number
of purchase units that must always be on hand in case of emergencies,
damages, delays in delivery, and so on, so that the daily operations and
functioning of the department are smooth even in emergencies. The
maximum inventory quantity, on the other hand, refers to the greatest
number of purchased units that should be in stock at any given point of
time. Storage space, the cost of the item and its shelf life (best before
date) are certain factors that must be kept in mind when establishing
the maximum inventory level for a non-recycled inventory item.
SOFT FURNISHINGS
Duvets
Duvets have become increasingly popular in hotels and are fast
replacing the blanket, especially on double beds. They consist of a filling
sandwiched or stitched in a fabric case with a changeable cover.
The fillers may be duck/goose down, a feather mix or a combination of
the two. The down feathers are the small, fluffy feathers from beneath
the wings and the breast of the fowl. Goose down is superior and
lightweight because of the hollow quills. The well-known Eider goose
and Siberian goose down are the best. Although they are warmer,
professional cleaning is necessary and they are heavier and more
expensive than their synthetic counterparts. The synthetic filling is
usually polyester fibres. These duvets are lighter and can be washed in
large-capacity washing machines. Casings can be cotton cambric or
synthetic fabric but must have a close weave to keep the filling in place.
The higher the tog value or rating, the warmer the duvet will be. 10.5 is
the average tog rating. While the polyester fibre-filled duvets have a tog
between 8 and 11, the best down duvets have a count between 11 and
14. The tog rating is generally printed on the duvet. Even if the
establishment uses natural fillings to provide the best degree of comfort,
a small stock of duvets filled with man-made fibres should be made
available for anyone who has an allergy to the natural product.
It is essential for the duvet to have an outside cover. Changing a duvet
cover is a skill which is developed with practice. To save laundry costs
and labour, it is advisable to provide a covering sheer in conjunction
with the duvet cover. Though it is common to have all of them in white,
the duvet cover, the bottom sheet and valance could be part of the colour
scheme of the guest room.
Using a duvet in hotel bedrooms has advantages and disadvantages
Bedspread/Bedcover/Counterpane
These are purchased, considering appearance, durability and size. The
colour and print should match the décor, and soil should not show easily.
The weave should not be susceptible to snagging. The fabric should
drape well and not crease easily (quilted for this purpose). The durability
of the fabric is judged by the effect of laundering and constant use. The
life expectancy may be totally disregarded in order to meet with a
certain decorative colour scheme. Readymade bedcovers lack
individuality so they are usually stitched and a number of styles are
possible. Bedcovers should be interchangeable wherever possible. The
amount of fabric required to stitch a single bedspread is approx. 8
metres.
Curtains/Draperies
These are also purchased considering appearance, durability and size.
Sheer curtains/net curtains/glass curtains combined with heavy draperies
are usual in a guest room. This combination allows light to pass through
and facilitates privacy as well. Sheer curtains are generally made from
synthetic/blended net or lace or from plain nylon or terylene. It is
advisable to use a fire-resistant finish or fabric for these curtains.
Draperies are usually lined. Lined curtains are thicker, fall better and
allow less light to pass through. They are less likely to fade, soil less
easily and thereby last longer. When selecting the curtains, the
appearance is judged by ensuring that the colour and pattern match the
décor; viewing the fabric hanging and gathered in folds; viewing the
fabric with daylight behind it; viewing the fabric with artificial light
falling on it. It is also advisable to select patterns which are repetitive
after shorter lengths to reduce wastage when stitching wide curtains. The
amount of material required is dependent on the window treatment and
15 metres is the average requirement. A heavy fabric is usual for public
areas and a lighter one in the guest rooms.
Cushion Covers and Upholstery
Like the rest of the soft furnishings, these must also match the décor. It
is also important that they are resistant to dirt, accumulation of dust and
snagging. The fabric should be non-slip without being rough and free
from static so that it does not cling to customer’s clothes. It also should
not lose lint or colour easily.
Cushion covers should be laundrable and non-crease. Upholstery fabrics
should not stretch after they have been fitted. In both cases the fabric
should be firm with a close weave. This, however is more applicable in
the case of upholstery and in most cases the fabric has a jute backing.

FLOOR FINISHES

Floors are both functional and decorative and play an important

part in the cleaning and maintenance program of any hotel. They cover a
large area and are subjected to a great deal of wear and tear. Clean and
well-kept floors indicate the standard of cleanliness throughout the
establishment. Only in rare cases is the type of flooring chosen solely for
luxury.
Common considerations while choosing a flooring are: -
Appearance – colour, design, cold, warm
Resistance to spills – water, grease, food, acid, etc.
Ease of cleaning in relation to the type and amount of soiling
Sound and heat insulation
Nature and condition of sub floor.
 Hard floors are usually sealed to give a non-absorbent, semi
permanent gloss or finish which will wear off in time. Seal is applied on
clean and dry floor. Before re-sealing any remaining seal has to be
striped off. This is done with a chemical stripper, except in the case of
wood and cork where sanding is done.
In order to preserve the seal, polish should be applied to sealed
flooring. Polishes are usually spirit or water based. Spirit based floor
polishes may be paste or liquid and require buffing when dry to produce
a shine. Water based polishes are liquid and dries after application to
give a shiny surface.
SUBFLOORS
In large modern buildings the subfloor is often made of concrete,
but in older and smaller buildings it consists of soft wooden boards,
nailed to wooden joints.

HARD FINISHES

HARD FINISHES

Granolithic
Granolithic is hard floor finish of graded granite chips set in
cement. It is used for basement corridors, storerooms, stairways and
laundry. It is usually laid in tile form.

Terrazzo
This is also a hard floor finish, consisting of a mixture of marble
and other decorative chipping set in fine cement that can be coloured.
Marble is a rock (limestone) mainly found in Italy, and maybe white,
black, green or brown. When used as a flooring it is laid in slabs. Marble
is very expensive; terrazzo being only chips of marble is much cheaper.
To prevent slipperiness self-polishing emulsions are applied. Terrazzo is
used in foyers, cloakrooms and kitchens.

Advantages of granolithic and terrazzo floorings: -

1. Removable pre-cast slabs can be made to cover service pipes for ease
of maintenance.
2. Coven edges facilitate cleaning.
3. Not effected by water and may have a drain incorporated.
4. Very durable.
5. They are vermin proof, impervious to dry rot, and fire resistant.
6. Cleaning is relatively easy
7. Initial cost of granolithic is lower than terrazzo.
8.
Disadvantages: -
1. Hard and noisy
2. Cold in appearance
3. Terrazzo is slippery when wet.
4. Cracks may appear.
5. Granolithic will chip, especially on stairs. In terrazzo, marble
chipping may become loose.
6. Acids and strong alkalis adversely effect terrazzo.

Care and cleaning: -

1. Clean regularly
2. Avoid strong alkalis on terrazzo.
3. Attend to cracks and loose chipping immediately.

Magnesite
Magnesite flooring consists of wood floor and other fillers mixed
with burnt magnesite, and laid in site (on the spot) or in form of small
blocks. This finish is extremely porous and washing should be avoided
as much as possible. It maybe sealed and /or polished to prevent the
penetration of water and dirt, but then it becomes very slippery.

Advantages: -
1. Moderately warm
2. Good appearance
3. Cleaning is relatively easy
4. Initial cost is low
Disadvantages: -
1. Hard and rather noisy
2. Little choice of colour
3. Becomes slippery when polished
4. Easily harmed by water, acids, alkalis and abrasives.

Care and cleaning: -

1. Clean regularly
2. Avoid frequent washing

Bitumastic
This is a type of asphalt rolled on to a solid subfloor, in a hot
plastic state. Conventionally found in black, red or brown colours only,
it may have other colours rolled in, or surface maybe painted. It is used
mainly in bathrooms to protect the floor from dampness.

Advantages: -
1. Coven edges facilitate cleaning
2. Not effected by water and may have a drain incorporated.
3. Very durable.
4. It is vermin proof and impervious to dry rot.
5. Initial cost is low.
6. Non-slippery.

Disadvantages: -
1. Poor appearance
2. Dents with heavy weight
3. Softens to heat
4. Harmed by spirits, oils and acids.

Care and cleaning: -

1. Clean regularly
2. Use special floor paint to restore colour whenever necessary.
Ceramic tiles
Ceramics are clayware and it’s floor tiles are available in variety of
qualities, colour and sizes. Tiles with a particularly hard glaze are used
as more decorative floorings. A wide range of colours is available to
harmonise with wall tiles. Tessellated tiles are small ceramic tiles often
used as mosaic, giving highly decorative floor.

Advantages: -
1. Removable pre-cast slabs can be made to cover service pipes for ease
of maintenance.
2. Coven edges facilitate cleaning.
3. They are not affected by water and may have a drain incorporated.
4. Available in many qualities, colours and size.
5. Ridged and abrasive surfaced tiles can be used for a less slippery
floor.
6. Very durable. One loose tile may be replaced or reset.
7. Not affected by acids, alkalis or grease.
8. They are vermin proof, impervious to dry rot and fire resistant.
9. Cleaning is very easy.

Disadvantages: -
1. Hard and noisy
2. Cold in appearance
3. Slippery when wet or greasy.
4. Under heavy weight, they crack or break easily
5. Marks are difficult to remove
6. Initial cost is average.

Care and cleaning: -

1. Clean regularly
2. Attend to loose and broken tiles.

Wood
Wood finishes of good quality are among the most beautiful
flooring, provided the variety of wood and size of the unit are chosen for
effect. As floorings are to be laid bare and are subject to tremendous
wear and tear, only hard wood must be used.

Strip wood flooring

A strip wood flooring consists of lengths of narrow strips (under
4”wide) of hard wood of good appearance. E.g. Maple. The boards are
fixed to joists or to timber insets in concrete. This construction together
with the length of strips, gives the floor it’s resilience properties and
makes it suitable for dance floors. A sprung floor has springs under the
joists to increase the resilience.

Wood block flooring

A wood block flooring consists of rectangular blocks (e.g. 9”x3”or
12”x2”) laid with an adhesive on a level concrete base. Blocks are
generally laid to form a pattern. Wood used is generally oak, teak,
jarrah, missanda, etc. When used in linen rooms, store rooms or staff
halls, it is chosen for it’s durability and insulation rather than for their
appearance.

Parquet flooring
In appearance parquet flooring resembles wood block flooring. It
also consists of rectangular pieces of wood but the blocks are much
thinner (less than 3/8”in thickness) and are pinned and glued to a
wooden subfloor, often in a herring bone pattern. It is used in foyers and
lounges in conjunction with rugs. Cheaper parquet flooring may only
have a veneer of a good quality wood on the surface and thus form a
much less hardwearing surface.

Wood mosaics
Wood mosaics are generally made up in panels (18”sq formed of
four ½”squares in basket pattern). It is backed with felt or aluminium. It
is laid directly on concrete with an adhesive or as an overlay on an
existing floor.

Advantages of wooden floorings: -

1. Available in varying colours and grains
2. Give a good appearance when used in strips or parquet.
3. Hardwearing and does not require frequent repairs.
4. Surface can be sanded and fresh surface exposed.
5. Very good as heat insulator.

Disadvantages: -
1. Noisy
2. Inflammable and susceptible to dry rot.
3. Splinters if heavy item is dragged on it
4. If not sealed, they are absorbent and cleaning can become laborious
and expensive
5. Initial cost is high

Care and cleaning: -

1. Clean regularly and polish with wax polish.
2. Attend to loose blocks and splinters.
3. Resurface by sanding when necessary

SEMI-HARD FINISHES

Thermoplastic floor finish

Thermoplastic floor tiles are made from a variety of asphalt
binders with inert fillers and pigments. The tiles are usually 9”square,
and are laid on a clean, smooth, rigid surface, set as closely together as
possible with the help of an adhesive. They are laid in warm pliable state
(thermoplastic) but harden on cooling and may be carried up to the wall
to form a small coven skirting. They are polished with water based
polish, and are used in bathrooms, cloakrooms, corridors, offices, etc.

Advantages: -
1. Available in variety of colours.
2. Very durable.
3. Easy cleaning.
Disadvantages: -
1. Hard and hence noisy.
2. Cold in appearance.
3. Slippery when wet.
4. Easily harmed by spirits, grease and coarse abrasives.
5. Dent with heavy weights and soften with heat.
6. Scratches occur with grit and sharp edges.
7. Gets badly marked, especially with rubber heels.

Care and cleaning: -

1. Clean regularly.
2. Use water base polish, not spirit based ones.
3. Replace loose or broken tiles as soon as possible.
Vinyl
They are available in two main types.
Vinyl asbestos, which is obtained only in tile form, is slightly
flexible and is manufactured from PVC or similar synthetic resins, inert
fillers including short fiber asbestos, and pigments. It is available in
wide range of colours and the tiles can be stuck to a solid subfloor with a
suitable adhesive.
A flexible form is based on PVC or similar synthetic resins, inert
fillers, pigments and plasticisers. It is available in tiles, or sheet form
when it is sometimes mounted on canvas or other suitable backing
material. There is coven skirting available and the sheet material can be
used as a protective skirting.
Both types maybe used in bathrooms, cloakrooms, canteens,
offices, etc.

Advantages: -
1. Relatively non-slip.
2. Have great resistance to wear and tear, especially the flexible type.
3. Generally grease and oil resistant.
4. Resistant to acids and alkalis.
5. More resistant to point load than thermoplastic tiles.
 6. Not easily scratched.
7. Can be easily washed and polished.

WALL COVERINGS

Wall coverings maybe purely decorative, in which case, ability to bring

colour, pattern, texture, light or shade to the room maybe of the greatest
importance. On the other hand the covering maybe required to give an easily
cleaned and hygienic surface. The choice is very wide and the style should suit
the purpose, furnishing and the architectural aspects of the room. The type of
finish selected will depend largely on: -
1. Contribution to décor: - The colour, texture and pattern will influence the
apparent warmth and dimension of the room and the level and type of
illumination used. The type of room, it’s existing size and decoration must be
considered.
2. Ease of cleaning: - Smooth, hard, impervious surface, preferably light coloured
can be cleaned easily; whereas textured surfaces tend to attract and hold dust.
3. State of existing surface: - textured and patterned finishes can be used to mask
poor surfaces.
4. Resistance to abrasion and knocks: - Hard surfaces will be best for this purpose.
5. Stain resistance: - A non-porous surface has more resistance than porous ones.
6. Durability: - Surfaces subject to abuse, knocks, stains and abrasion require
finishes that are resistant, can be cleaned easily, inexpensively restored or
repaired whenever required.
7. Life expectancy: - Where décor of the room is intended to change relatively
frequently, less expensive finishes are appropriate.
8. Insulation: - How-much-ever possible finishes with good sound insulation
properties should be selected.
9. Cost: - While comparing cost of different finishes, not only should the cost of
the material and its application be considered; but also the cost of it’s damage
restoration and expected frequency of complete redecoration should be borne
in mind.
TYPES OF WALL COVERINGS

PAINTS AND LACQUERS

Paints can be applied to almost any surface providing it is free from water,
grease or dust and is of sound construction. E.g. plaster must be smooth, hard
and not flaking from the underlying plaster or brickwork. As wall covering
paints offer a wide choice of types, colours, degrees of gloss and designs
(murals can be painted). For window frames and sills, door and skirting boards,
slightly glossy paint is required so that along with providing a contrast in colour
and texture to the main wall finish, it acts as a protective coating, and thus
contributing to décor of the room. It is relatively cheap, easily applied and
cleaned and can give a textured and multicoloured effect. The only disadvantage
is that it shows soils (especially for matt paints) and wall imperfections (in gloss
paints) more readily than any other wall covering.
The main types of paints used are:- Emulsion Alloyd
Multicoloured
Textured or Plastic
Microporous

Emulsion paints – They are water thinned but are based on dispersions of
synthetic resins (e.g. polyvinyl acetate). They are tough, washable and wear
resistant; and available in varying degrees of sheen, from matt, to semi–gloss,
to silk finish. They are quick drying, low in odor and very suitable for
redecoration of rooms, which cannot remain long out of use.

Alloyd paints – They are based on synthetic resins combined with vegetable oil
such as linseed oil. The conventional types were natural resins, which are still
used in primers and undercoat paints. Alloyed paints are generally easier to
apply and have better durability and wearing properties than any other type.
Polyutherene and silicone are sometimes included to give more scratch
resistant surface. They are available in gloss, silk and flat finishes.

Multicoloured paints – They are usually dispersions of cellulose colours in

water. Each colour is present in separate “blobs”or “spots”. The resulting effect
depends on number of different colours, degree of contrast between them and
the size and distribution of spots. This paint should be applied by spraying. It is
extremely hardwearing and the multicolour effect helps in hiding irregularities
and imperfections. It is usually applied on walls of corridors, sanitary
accommodations, and similar areas, to give a stain and abrasion resistant
finish, which can be washed and cleaned regularly.

Textured or Plastic paints – They are usually plaster based and are intended to
give a textured or relief effect on surface. The texture is obtained by working
over the material after application and while it is still wet, using combs, palette,
knives, strippers, etc. Some are self-coloured while others may require painting
when they dry. The modern types are based on heavy-bodied synthetic resin
emulsion and may be applied by spraying directly on the concrete or similar
surfaces; thus eliminating the need of plaster.

Microporous paints – they have a rubberised base which gives little gloss but
offers elasticity and allowing movement when the surface expands or
contracts.

WALLPAPER
They may be smooth or have a textured surface effect. This may be done by
superimposing or interlacing of other substance to give a rough surface, or by
clever designing when visual effect gives an apparent depth (dimensional
effect). Smooth finishes are more resistant to dust and dirt than rough ones,
but generally stains show more in smooth finishes.
 The pattern maybe floral, geometric, abstract, striped, etc. The choice
depends on the room’s aspect, height, size and use of room. Large patterned
papers tend to overpower and tend to make the room appear smaller than it
actually is. Wastage is also higher as patterns have to be cut to match each
other. In addition to conventional wallpapers, now many paper-backed
materials are also available, e.g. fabrics, wood, veneers, plastic, etc.

The main types are –

1. Surface printed paper – A pattern is applied to the surface of the paper by one
of the following methods – hand printing
Screen-printing
A wide range of colours and designs are produced with usually a smooth
surface finish. The cost is related to the design and the method of
reproduction. The paper is not washable and damp wiping must be undertaken
with great care. It can be easily soiled and stained.

2. Spongeable paper – They are specially treated during manufacturing to

withstand water. They are similar in all other aspects to surface printed paper.

3. Washable papers – Similar to surface printed papers, but has a plastic coating
giving it good stain resistance and enabling it to withstand washing.

4. Anaglypts – It’s an embossed paper that is relatively inexpensive. Used to

cover poor surfaces, it is normally painted after hanging. It’s stain resistance
and washability depends on the type of paint applied.

5. Lincrusts – A heavily embossed paper that may have a plastic coating,

containing a paper backed textured composition and frequently stimulating
wood paneling.

6. Oatmeal papers (wood chip) – Wooden floor or chips are sandwiched between
two layers of paper. It’s properties are similar to anaglypts paper.
7. Flock papers – A raised patterned pile is fixed by adhesive to a paper backing.
The piles maybe cotton, silk, wool or synthetic. It attracts and holds dust and is
expensive. The surface of the paper maybe damp wiped.

8. Metallic papers – Paper printed with gold or other metallic powder.

9. Food grain paper – Photographic reproduction of various food grains waxed

during manufacture.

10. Paper backed hessains – Strands of hessiains fixed to a paper backing

to give the appearance of a hessian coverings. It is not washable but surface
can be damp wiped. It is easily stained and damaged by abrasion. It’s available
in large variety of colours.

11. Paper with felt backing.

12. Paper backed woven grasses – Pieces of grass are fixed by adhesives
to a backing of paper or silk.

13. Paper backed wools – Fine or coarse strands of wool in natural colours
or bright dyes are laid in a parallel fashion on a paper backing. They give a
warm effect and provide good insulation.

Advantages of wallpaper: -
Contribution to décor
Ability to cover poor surfaces
Insulation
Disadvantages: -
Costly
Limited use
Not abrasive resistant
Stains easily
Difficult to clean
 Cannot be easily restored
Not very durable

PVC Cloths – They are woven cotton finished with a layer of PVC, and are used
to form decorative panels on walls or doors. It maybe plain or quilted, involving
the use of a foam stuffing and fixed by adhesive or metal studs. It produces a
luxurious effect, improves sound and thermal insulation but is expensive and
difficult to repair satisfactorily.

Leather (hide) wall coverings – They are extremely expensive but very
decorative. They maybe padded and studded with brass studs. They are usually
not used to cover the whole wall. It’s effect wherever required can be
stimulated with plastics.

Plastic wall coverings – They are available in large variety. Owing to their
abrasion resistance, they are more hard wearing and easily cleaned than any
other covering. As they are non-porous, tendency for growth of moulds is
higher. Therefore, adhesive should contain fungicides, or fungicidal wash
should be applied on the wall prior to applying the wall covering.
The various types are: -
a) Paper backed vinyl – The vinyl may have the appearance of almost any
material. E.g. silk, tweed, hessain, cork, grass paper, wood, stone or brick.
b) Fabric backed vinyl – Similar in appearance to the paper backed ones but is
more durable.
c) Vinyl flock paper
d) Plastic wall tiles – Imitating ceramic tiles.
e) Laminated plastic – As a veneer or surface board, melamine is the resin
frequently used during manufacture of these plastic laminates which may
stimulate wood paneling. E.g. Formica.
f) Expanded polyutherene – It is used in sheets or tiles on walls and coiling to give
heat and sound insulation, and helps eliminate condensation. It can be painted
with emulsion paint or covered with paper. Spirits dissolves it and hence if oil
paint is to be applied on it, it has to be lined with paper and given a coat of
emulsion paint to act as a buffer. Polyutherene is inflammable, and hence it
has to be treated to avoid fire risks.

Fabric wall coverings – it is possible to cover the wall surface with any fabric
and it’s durability will depend on the type of fiber and the weave used during
it’s manufacture. Fabrics used as wall coverings can be divided into two
categories – Woven fabrics, e.g. hessian (used as wallpaper)
Hangings, e.g. tapestries, oriental
carpets, drape.
Fabrics chosen should not be liable to sag, buckle or stretch when hung
permanently on the wall and should not collect excessive dust or dirt.
Wild silk or other beautiful fabric maybe padded for heat and sound
insulation but silks and tapestries are expensive, and thus found only in
luxurious establishments only. Hessain, linen and some acetate viscose fabrics
are cheaper and used more extensively. Fabrics are subject to attack by moths
and mildew, hence proper proofing should be done.

WOOD PANELING
Wood used for paneling are usually hard, well seasoned and of a decorative
appearance. Most commonly types used are oak, mahogany, teak, etc. it may
cover the wall from corner to corner. It maybe solid or veneered and finished
with wax polish, french polish or lacquer. It will last for years with little
maintenance, providing precautions are taken in respect of dry rot and rot
worm, though initial installing cost will be high. Wood paneling is usually found
in enterance halls, staircases, assembly halls, boardrooms and restaurant.

GLASS WALL COVERING

Glass can be used in the form of decorative tiles, mosaics, bricks or full sheet.
Glass bricks allow light to pass through the wall itself. Coloured opaque glass
sheets or tiles maybe used in bathrooms. Mirror tiles are used to reflect light
and to alter the apparent size of the room or corridor. Sometimes antique
mirror tiles are used to give a duller surface with lesser reflection. Large
uniform mirrors maybe used to cover the whole wall like over a vanity unit, or
dressing table or on a corridor wall. A glassless mirror is also available which is
lighter (almost 1/5th the weight of the conventional mirror), does not form mist
and will not shatter if dropped. It consists of polyester film, vaccume coated
with aluminium and mounted on a flat frame.

METAL WALL COVERING

Metals may be used as wall coverings for their hygienic qualities. Copper and
annodised aluminium are decorative and maybe used in areas such as bars
where metals in combination with rows of bottles and interesting lighting
creates an impressive effect. Stainless sleet is used in tile form in kitchens
where they present a durable, easily cleaned, hygienic surface. Metal skirting
boards covers edges between wall and floor surfaces. Metal foil can be
elegantly and sparingly used as a wall covering. Foil is available in variety if
colours.

OTHER MATERIALS
Various flooring materials can also be used as wall coverings. They
provide different colours, patterns and texture. Though expensive, they are
hardwearing and abrasion resistant. The various types are: - Linoleum
Cork (in tiles or sheets)
Carpets
Marble
Terrazzo
Ceramic tiles
Granite
Bricks & stones (these can be used for exterior wall and
left unplastered.
Also used in fireplaces and chimney
breasts to give a
Decorative finish.)
 CLEANING PROCEDURES

PAINTED SURFACE –
1) Remove light dust
2) Damp wipe or wash if necessary and permissible (when washing start from the
bottom and work upwards)
3) Never apply wax polish or oil to gloss painted surface.
4) Do not use harsh abrasive, strong solvents, or strong soda solution.
WALL PAPERS
1) Remove surface dust (use low suction for flock papers)
2) Remove marks by rubbing or sponging
3) Attempt to remove grease.
FABRIC WALLCOVERINGS
1) Remove surface dust
2) For beautiful hangings dismantle and send to professional drycleaners.
3) Where hessains is stuck to the wall, scrub very lightly. If necessary use warm
water and detergent.
WOOD PANELLINGS
1) Remove surface dust
2) Polish if necessary
3) Where paneling has become dirty or greasy, wipe with white spirit or vinegar
and water. Then repolish.
4) Dark oak maybe wiped over with beer.
GLASS WALLCOVERING
1) Dust or wipe with a damp chamois leather or scrim.
2) Care should be taken while cleaning mirrors so that the damp does not go into
the back.
METAL WALLCOVERINGS
1) Dust or wipe with damp cloth
2) Polish if necessary. (not required daily)
LEATHER WALLCOVERINGS
1) Remove surface dust
2) Apply polish sparingly and rub well.

PROTECTION
Life expectancy of a wall covering or finish can be increased and the cost of
cleaning, maintenance and restoration reduced in several ways.
Selection of finish should be suitable for the degree of soilage, abuse and
damage expected.
Select a covering that does not hold and attract dust, can be easily cleaned and
restored if damaged or stained.
Use a more durable and easy to clean and maintain surface for the lower part
of the wall.
Use plastic sheets on less durable surfaces that are subjected to staining and
knocks.
Fit fingerplates on doors, light switches and other places where hands will
constantly come in contact with the surface.
Use doorstoppers to prevent damage to surfaces behind the door.
Use kick plates to protect the lower part of the door.
Treat porous surfaces with soil retardant finish.
 HARD SURFACES

Types used in Hotel Industry –

1. Metals : Aluminum, Brass, Copper, Pewter, Gold, Silver, Steel, Stainless Steel,
Tin, Iron, Bronze, EPNS (Electro plated nickel silver), Chromium, etc.
2. Wood : Solid, Plywood, Chipboard, Hardboard, Blackboard, Laminated sheet,
Cork, Cane, Wicker, Bamboo, etc.
3. Plastic : Thermosetting and Thermoplastics.
4. Ceramics : Earthenware, Stoneware, Vitreous China, Porcelain, Bone China, Brick
5. Glass : Lead Crystal, Sodalime, Borosilicate, Glass Fiber
6. Rubber : Vulcanised.

The wide range found creates many problems for the Housekeeping as each
requires different cleaning procedures. Measures are taken to standardise them
in some way by applying protective coatings or finishes. Their maintenance can
become very costly and time consuming. Hard surfaces will scratch, crack, chip,
perish, splinter, blister and may become dangerously slippery.

Reasons for choosing hard surfaces –

Hygienic
Aesthetic appeal
Insulation
Easy for daily maintenance

METALS

Metal surfaces are generally protected to prevent tarnishing, scratching or

rusting, depending on the reason it is being used for.
Methods of protecting metal surfaces :-
Painting – It is usually applied to steel or wrought iron, which is used for
decorative purpose. Paint prevents the metal from coming in contact with
oxygen and moisture, which causes it to rust.
Enameling – This method gives a colorful gloss or matt finish to steel or cast-iron
pans, signboards, blackboards, etc. molten glass is applied to the surface which
sets to form a tough easily cleanable surface.
Plastic Coating – P.V.C, acrylic and polyester plastics can be used to cover
handrails, table & chair legs, broom handles etc.
Electroplating – Electrolysis is used to deposit metals such as chromium, copper,
zinc, tin, silver & gold on surfaces as nickel, brass, steel and copper. This finish is
widely used for cutlery, restaurant equipment, cooking equipment, furniture and
fittings.
Galvanising – The base metal is coated with a layer of zinc to reduce corrosion
and is extensively used for mop buckets, dustbins, pot sinks,etc.
Anodising – This is an Electro – chemical process which enhances the appearance
of aluminum and increases it’s resistance to soiling and corrosion. It is used for
door and window fittings etc.
Lacquering – This is usually applied to copper and brass by painting or spraying
and effectively reduces tarnishing to a minimum.
Tinplate – Items such as cheese graters, sieves, wire whisks and copper pans,
etc.may be coated with or dipped into molten tin, as tin has good corrosion
resistance.

SILVER
This is a relatively soft metal found naturally in the earth. It is a white metal,
unaffected by water, pure air and majority of foodstuff. It is worn away by
abrasion.
Sterling silver is an alloy containing 92.5% silver and the remainder substantially
copper, which is added to harden the silver, and yet not change any properties of
the metal. Sterling is obviously more expensive than silverplate and is seldom
used in hotels and other establishments.
Silver plated wares are made from blanks or bodies of a nickel, silver and brass
alloy. They are immersed in a complex solution of silver salts and by means of
electrolysis, silver is transferred to the blanks. These articles are also called EPNS
or electroplated nickel silver article.
 The tarnishing of silver is due to the action of compounds of sulphur present in
the atmosphere and in certain foodstuff such as eggs, onions, juices, pickles, etc.
the tarnish is silver sulphide and varies in colour from yellow, through brown, to
blue – black. Tarnish can be removed by –
Silver dips – Articles are dipped in an acidic solution of thiourea compound and
then washed and dried. No friction is needed. This liquid attacks stainless steel
and should be used only in a glass, earthenware, or plastic container.
Polivit method – the silver articles are immersed in a hot soda solution containing a
sheet of aluminum for 10 min. During this period a chemical exchange takes
place. The articles are then removed, washed and dried.

The silver after being cleaned by these methods should be polished to

restore it’s shine by any of the following methods –
Proprietary preparations – This is based on precipitated whiting and jewelers
rouge. E.g. – Silvo.
A burnishing machine – Highly polished steel balls rubs against silver articles
immersed in a detergent solution. The machine rotates and friction is applied on
the articles by the steel balls. After this article is washed and dried.

Uses of Silver – cutlery, restaurant wares, ornaments, vases, bowls, etc.

COPPER
It can be used in solid form or plate applied on mild steel. Acids corrode it.
It’s tarnishing is a result of oxidation in a moist atmosphere to form green
verdigris. Abrasives will scratch or wear away surfaces.
Uses : Table tops, wall panels / surfaces, utensils, decorative furniture,
ornaments, etc.
Protective coating : Lacquering, long term polish (lacquering can be removed
with acetone if necessary)
 Clean with a paste made of equal quantities of vinegar, salt and flour. Polish
with proprietary polish, e.g., Brasso.

BRASS
It’s an alloy of copper and zinc. It maybe solid or plate applied on mild steel.
Corroded by acids. Tarnishing occurs as a result of oxidation in a moist
atmosphere to form green verdigris. Application of abrasives will scratch or wear
away surface.
Composition : Cu – 60 – 80 %, Zn – 40 – 20 %
Uses : furniture, door and window fittings, foot rails, taps, object d’art,
decorative finishes, ornaments, etc.
Protective coating : Lacquering, long term polish.
Tarnishing can be avoided by lacquering. Lacquered items can be maintained by
buffing with flannel for a shine to develop. Unlacquered articles can be polished
with a brass polish (e.g., Brasso) or a mixture of equal quantities of tamarind and
salt..
Corroded brass should be treated with spirits of salts and then rinsed
thoroughly. In very bad cases soak for 12 hrs in washing soda solution (approx.
50gms), then rinse and polish.

STEEL
Steel is iron containing little carbon and small quantities of other materials
like nickel, chromium, vanadium, manganese, etc.
Uses : Used as pressed steel for bath sinks, etc.
To prevent corrosion it is often coated with enamel.

STAINLESS STEEL
It is an alloy of iron, chromium and nickel. Chromium is added to make it
resistant to corrosion, acids & alkalis. It is tough, durable metal and usually has a
mirror polish or satin finish. It can be harmed by silver dip solution, chlorine type
bleaches, salt/vinegar mixtures. These act on the surface and cause discoloration.
Black deposits occur if left in contact with moist aluminum or galvanised surfaces
due to deposition of zinc by electrochemical action. Stainless steel needs only
simple washing and drying.
Composition : 18/8 steel contains 18% chromium and 8% nickel with the rest
iron. Chromium contents vary between 8 – 25%
Uses : sinks, W/Cs, cutlery, wall tiles or panels, work surfaces, kitchenware,
bowls, furniture, decorative finishes. (cutlery is usually 18/8 steel)

ALUMINIUM
It is resistant to corrosion. On the surface it forms a layer of aluminum
oxide which resists attacks. It can be damaged by strong alkalis, stained by acids
and scratches easily.
Uses: utensils, light fittings, venetian blinds, window/door frames and fittings,
furniture, decorative finishes.
Protective coating: Anodising
For maintenance use hot synthetic detergent solution. Do not use soda or
bleach. Use abrasives with care. Remove discolouration in saucepans by boiling a
solution of water and lemon rind in it. Or add 15ml laundry borax to 500 ml
washing solution.
To maintain gloss on showpieces, apply liquid wax polish.

ANODISED ALUMINIUM
A protective layer of aluminum is deposited on the surface during manufacture.
If abrasives are used, the protective layer is removed and white powdery spots
will appear.

PEWTER
It’s an alloy of tin, copper and antimony. Tarnishes easily and has little
resistance to alkalis, acids and abrasives.
Uses: ornaments, tableware.
Protective coating: lacquering
Maintenance: Wash in warm synthetic detergent solution and rub well when
drying. Remove grease with methylated spirit before washing. Polish with a
proprietary metal polish.

BRONZE
An alloy of tin and copper with properties similar to brass.
Uses: same as brass.
Protective coating: lacquering

GOLD
Can be used in solid form or as a plate or leaf. It is resistant to acid, alkalis
and tarnishing. It corrodes if exposed to mercury.
Uses: ornaments, decorative finishes.

TIN
Used as a layer of plate on mild steel, brass or copper. It has good resistance to
acids and alkalis.
Uses: food containers.

CHROMIUM
Used in a thin layer of plate on mild steel or brass. Surface oxidation can
result in formation of white spots. Reacts with alkalis causing surface
discoloration. Abrasives will wear away plate. These can become water spotted
and greasy but will not tarnish. Washing and rubbing up is sufficient to keep up
shine.
Uses: On taps, bath handles, shower fittings, furniture, etc.

ZINC
This is also used as a coating on steel and is commonly known as galvanised steel
Uses: buckets, furniture, dustbins.