Unit One

1. Introduction to Hotel Housekeeping

Contents
1.1. Housekeeping
1.2. Importance of Housekeeping
1.3. Functions of Housekeeping
1.4. Organizational structure of
housekeeping department
1.5. Staff duties and responsibilities
1.6. Layout of the housekeeping department
1.7. Coordination of housekeeping with other
departments of a hotel
INTRODUCTION
• Housekeeping is an important and
integral part of the guest
experience and satisfaction.
• Make the guest to feel at home, to
feel comfortable.
• HK staffs do not necessarily interact
directly with the public - their work is
shapes guests’ pleasant memories of
their stay.
• Large revenue for hotel industry is
generated mainly from the sale of
rooms.
Choice of Hotels?
• clean room
• room maintenance/repair

Reasons Guests Give for Returning to

a Hotel

Question: What is the most important factor

in your decision to return to a hotel/motel?

* Finding:
Reasons for Returning Cleanliness/Appearance 63%
The general cleanliness and hygiene of
a facility are vital to:
• The health and safety of guests, staff,
and visitors.
Staff
• Satisfaction,
• Making them to be more productive.
Guests
• Guest satisfaction and
• Can increase guest’s use of services
and
• Frequent visits.
1.1 HOUSEKEEPING
• The housekeeping is the department of a hotel
charged with cleaning and maintaining rooms and
public spaces.
• From checks-in to checks out, make guest’s stay
pleasant and comfortable.

In general, the housekeeping crew is responsible

• For the daily cleaning of public rooms (lobbies,
corridors, meeting rooms),
• Cleaning private bedrooms and public washrooms
• Handles the laundering of linens and in some
instances, guest laundry.
• Performs a minor security function by providing a “first
alert” to potential guest problems etc.
1.2. IMPORTANCE OF
HOUSEKEEPING
1. Comfort: 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.
• The comforts must be regularly
maintained and should be properly
functioning.
• It is the duty of the housekeeping
department to ensure comfort and a
welcoming atmosphere to the guests.
2. Cleanliness and Hygiene
• Ensure a high standard of cleanliness and
general upkeep in all areas.
• Clean and well maintained areas and equipment
create a favorable impression on the guest.
• Hygiene is maintained especially in the wash
rooms, toilets, pool changing room, health
club, etc.
3. Privacy
• The prime concern of any guest, irrespective of
whether rich or poor, common man or celebrity,
is privacy.
• Room windows are provided with curtains.
• Housekeeping staffs ensure the privacy of the
guests and they should be trained with proper
procedures to enter the room.
4. Safety and Security
• Security is one of the prime concerns of a
hotel guest.
• 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.
5. Décor
• pleasant and classy ambience is also one of
the major concerns for a guest.
• This is not easy and requires a good eye for
detail. This work is an art and the
housekeeping staff is mainly responsible for
creating a pleasant atmosphere.
1.3 FUNCTIONS /ROLES OF
HOUSEKEEPING

• Housekeeping department holds the

responsibility of cleaning,
maintenance and admirable
upkeep of the hotel.

• this ensure the ambience and

promotes a congenial environment.
• Cleaning and maintaining
both the front-and back-of-
the-house areas
• Specifying and purchasing
• Administrating
• Advising
Cleaning and Maintaining
(front-of-the-house)
• Guest rooms
• Bathrooms
• meeting rooms
• halls
• elevators
• lobbies
• rest rooms
• entryways
• restaurants
• cocktail lounges
• any furnished outdoor areas e.g. swimming pool
area
Cleaning and Maintaining
(back-of-the-house)

• Locker rooms
• Employee dining rooms
• Offices
• Halls
• Store rooms
Maintenance
• Good housekeeping department is
just responsible for the hotel's
maintenance as an engineering
department.
• In an ideal environment, the
housekeeping staff and managers
should act as the eyes and ears of
the engineering department.
• If damaged or broken items are not
reported, they can't be fixed.
• Proper maintenance will make the
perception of cleanliness easier to
maintain and reduce guest
complaints.

• ፕሮፌሰር ሺፈራው በቀለ «ባሕል እና ልማት

በኢትዮጵያ»
Maintenance - «ማንበር» -
«በጥቅም ላይ እያዋሉ እንደ ነበር ጠብቆ ማቆየት» )፡፡
Specifying and purchasing
• Guest room supplies and
accessories

• Cleaning equipment and supplies

• Uniforms - including design,

storage, and issue

• Linens for guest rooms, bathrooms,

restaurants, and banquet halls
Administrating
• Laundry and dry
cleaning
• Linen room
• Sewing room
Advising
in the selection, refurbishing,
replacement of;
• furniture, furnishings, floor and wall
coverings etc.
• soap dishes, towel bars, ashtrays etc.
1.4. Organizational structure of housekeeping department

Organizing refers to the executive

housekeeper’s responsibility

• to structure the department’s staff

and

• to divide the work so that everyone

gets a fair assignment and all the
work can be finished on time.
The Department Organization Chart
• Provides a picture of the lines of
authority and the channels of
communication within the department.

• It depends on the activities and the size

of the hotel.

• In the small hotels one or more jobs are

integrated and handled by the few
housekeeping personnel.
Fig.1 Organization Chart of a Medium Sized
Hotel
Fig.2 Organization Chart of a Large
Hotel
1. Executive Housekeeper
• Responsible and accountable for the total
cleanliness, maintenance and aesthetic
upkeep of the hotel.

2. Assistant Housekeeper
• May be one for each shift – in a large
hotel.

• He/She may be the housekeeper of a small

hotel or the only deputy to the Executive
Housekeeper of a medium-sized hotel.
• He/She manages the resources given
to achieve the common objectives of
cleanliness, maintenance and
attractiveness in a given shift.

• His/Heraccountability normally ends

on the completion of his/her shift.
3. Uniform Room Supervisor
• A non-management person solely
responsible for providing clean
serviceable uniforms to the staff of the
hotel.
• In addition, he keeps the inventory
control on all uniforms and prepares the
budget for them.
4. Uniform Room Attendant
• Assist uniform room supervisor
• Who actually do the issue of uniforms while
receiving soiled ones to be transferred to
the laundry.
• These attendants are in actual contact with
the staff.
5. Linen Room Supervisor
• A non-management person solely
responsible for :
• purchasing,
• storage,
• issue and
• cleanliness of linen.
6. Linen Room Attendant
• Assists the Supervisor by actually issuing
linen and filling such records as necessary.
7. Floor Supervisor
• Responsible for the cleanliness,
maintenance and attractiveness of the
guest floors given in a shift.

His/her scope includes

• guest rooms,
• corridors,
• staircases,
• floor pantries of the assigned floor.
8. Public Area Supervisor
• Responsible for cleanliness, maintenance
and attractiveness of all public areas.
• Restaurants &bars,
• banquets,
• Lobby,
• gardens,
• administrative offices,
• shopping arcade,
• helath club,
• swimming pool,
• main entrances and
• car park areas.

9. Room Attendants
• They do the actual cleaning of guest rooms
and bathrooms assigned to them.
10. Housemen
• Usually do the heavy physical
cleaning required inguest rooms
and publis ares.
• Heavy duty vacuuming,
• Shifting of furniture,
• Cleaning of window panes,
11. Head Housemen
• Supervises the work assigned to
Housemen.
• He would deputise on behalf of the Public
Area Supervisor especially at night.

• In medium-sized hotels he could be the

person in charge of housekeeping at night
shifts.

12. Desk Control Supervisor

• Is the center of information in housekeeping,
therefore, is the critical person in
housekeeping operations.
• It is the Desk Control Supervisor who
coordinates with the Front Office for
information on departure rooms and
handling over cleaned rooms.

• The Desk also receives complaints on

maintenance from Housekeeping
Supervisors spread all over the hotel.
13. Cloak Room Attendants
• Cloak room attendants are responsible for
the cleanliness, maintenance and service in
public area guest toilets.

14. Night Supervisor

• Handle any aspect of housekeeping at night
including desk control operations, issue
of linen and uniform in an emergency,
etc.

• His/Her area of activity incudes guest rooms,

public areas, linen and uniform rooms.
 15. Horticulturist
• Many hotels may contract horticultural
work to an outside agency.

• However, a large hotel may have a

horticulturist who not only maintains the
gardens of the hotel but also supplies
flowers from the garden for interior
arrangements.

• Flowers are used mainly in banquet

functions, guest rooms, restaurants, lobbies
offices, etc.
16. Head Gardener
• Supervises the gardeners in maintaining hotel
gardens and keeping them contemporary each
season.

17. Gardeners
• Does the actual digging, planting, watering,
etc. of gardens on a day-to-day basis.
1.5. Staff duties and
responsibilities

*Reading assignment
1.6 Layout of the housekeeping
department

Linen room Tailor Linen and uniform room

center Laundry

Executive Secretary Housekeeping desk control Housekeeping Upholstery Flower

Housekeeper supplies store and room
Office furniture
Lost and found yard
The major areas within the department are;

 Housekeeper’s Office
• This is the main administration center for
the department.

• It must be an independent cabin to

provide the Housekeeper with silence to
plan out his/her work and held his/her
meetings.

• It should be a glass panelled office so as

to give him/her a view of what is
happening outside his/her office.
Desk Control Room
• This is the main communication center of
housekeeping.
• It is from here that all information is sent
out and received concerning the
department.
• The Desk Control Room should have a desk
with a telephone and a computer.
• It should have a large notice board for the
staff schedules and day-to-day
instructions.
• Here is also the point where all staff
report for duty and check out at the
duty end.
• It would be next to the Housekeeper’s
Office.
 Linen Room
• This is the roomwhere current linen is
stored for issue and receipt.

• The linen room should have a counter

across which the exchange of linen takes
place.

• The room should be next to the laundry

so that the supply of linen to and from
laundry is quick and smooth.
Linen Uniform Room
• This room stores the stocks of new
linen and uniforms.
• These stocks are only touched when
the current uniforms and linens in
circulation falls short due to damage
or loss.
Uniform Room
• This room stocks the uniforms in
current use.
• This room must have enough
hanging space.
 Tailors Room
• This room is kept for house tailors who
attend to the stiching and mending work
of linen and uniforms.

Lost and Found Section

• This should be a small secure space with a
cupboardto store all guest articles that are
lost and may be claimed later.
 Floor Pantries
• Each guest floor must have a floor pantry
to keep a supply of linen, guest supplies
and cleaning supplies for the floor.
• It should be near the service elevators
and have shelves to stock all linen and
other supplies.

Heavy Equipment Stores

• This will be a room to store bulky items
such as vacuum cleaners, shampoo
machines, etc.
1.7. Coordination of housekeeping
with other departments of a hotel
• The Housekeeping Department
should ensure maximum co-
operation with other departments to
provide high quality service.

• How do you describe high

quality service?
Liaising of Housekeeping with Other
Departments
1. Front Office
• On guest departure: F/o reports the room
numbers of vacated rooms so that
Housekeeping can take them over to clean
and prepare for sale.
• Once a room is clean, the Housekeeping Floor
Supervisor rings the Front Office directly or
through the Housekeeping Desk and hands
over the room to front office for sale.

• The promptness with which the above duty

is performed enables the Front Office to have
rooms ready to sell to a waiting customer.
• This is especially critical in hotels with high
occupancies.
2. 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.
3. Purchase
• The Purchase Department procures out-of-stock
items for Housekeeping such as guest supplies kept
in rooms, stationery, linen of various types,
detergents, etc.
4. Engineering
• As Housekeeping personnel are
constantly spread throughout the
hotel, checking on various things,
they originate maintenance
orders for the Engineering
Department to attend to.
• To be able to ‘clear’ a room for sale
to the Front Office, it is necessary
that all malfunctioning items in a
guest room are attended to promptly
by Engineering.
• Housekeeping would also hand over
rooms to Engineering for major
repairs or renovation.
• The latest trend among both large
and small hotels is to have one
manager in charge of both
engineering and housekeeping.
5. Laundry
• This is a department that can
enhance the quality of housekeeping
services.
To wash and dry clean linen and staff
uniforms to a very high standard of
cleanliness.
• To supply clean uniforms and linen to
Housekeeping on time.
• Housekeeping has to ensure that clean
linen is issued to guest rooms,
restaurants, health clubs, etc. as this
directly reflects the quality and image of
the establishment.
• If these are not received on time from
the laundry, rooms would not be ready
or restaurants would not open, etc.
6. Food and Beverage
• The restaurants and banquets
constantly require clean table
clothes, napkins, etc.

• Their staff, as well as those in the

kitchen, require clean uniforms.

• Housekeepers because they are in

guest contact and kitchen staffs due
to strict standards of hygiene
required in the kitchens.
7. Security
• 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.
• Housekeeping has to be alert to
these goings-on, and seek the
security department’s intervention, if
necessary.
8. Stores
• 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.
Thank you!
Chapter Two : Linens and Uniforms

– Introduction
– The linen room and floor pantry
– Equipment and accessories in linen room
– Storage of linen
– Exchange of linens and uniforms
– Stock-taking
– Quality control on linen
– Records kept in linen room
 INTRODUCTION
• Linen, in a technical sense, is the stem
fiber extracted from plant called flax,

• In our case usage of the term linen

includes all fabrics that are used in
the hospitality industry.

• Well laid out and stocked up linen

room satisfies - the needs of the
guests - with comfortable and pleasing
room furnishing.
2.1. The linen room and floor pantry

2.1.1 Floor linen room

• Floor linen room is a store that stocks
linen and supplies for rooms on a
given floor.

• It is normally situated away from

guest view,

• near the service elevator landing or

at the end of a floor.
The following are the equipment
found in floor linen room
• Cupboards for guest, cleaning
supplies, blankets and mattress
protectors.

• Shelves, vacuum cleaners.

• Cleaning equipment with long

handles, mops, wastebaskets,
buckets.
• Linen hampers, soiled linens received
from various maids on the floor before
sending to the main linen room and
laundry.

• Spaces for maids carts, baby cots and

roll away beds.

• Sink for flower arrangement and

disinfecting tumblers.
2.1.2 Records kept in the floor linen room

1. Periodic cleaning records

2. Floor logbook – which records

• Duty roster for floors.

• List of outstanding maintenance to be covered

in the next shift.

• Record of night cleaned rooms and departure

rooms.

• Important messages for the second shift

supervisor.
3. Guest supplies control register to
keep a control of guest supplies used in
the room.

4. Linen control book records

movements of linen on a daily basis to
and from floors.

5. Weekly store list for record of

consumption and requisitioning of
cleaning and guest supplies from stores.
2.1.3. LINEN ROOM
• The linen room is the central depot
for all linen and from it sufficient
clean articles, in a good condition ,
are distributed throughout the hotel.

• Serve as base of operations for most

housekeeping sections.

• Most linen rooms are centralized

and act as a storage point and
distribution center for clean linen.
• Its under the control of a supervisor.
He/she has responsibility
• Issues and control

• Sorting and dispatch of all the soiled

linen to the laundry.

• Checking on its return and for its

general standard

• Keep records accurately and efficiently

Activities of the Linen Room

1. Collection and Transportation

• It is an essential activity when laundry
services are on outside contract /off-
premise.

• Facilitated through chutes, canvas bags,

trolleys, etc.

• Guest laundry are also collected and

marked for sending off premises for
cleaning.
2. Sorting and Counting

Sorting is carried out primarily to :

• make counting easy,

• streamlining laundry procedures and

• to tally the exchange of linen between

the linen room and the laundry.
3. Packaging

• Linen is packed in canvas bags to

prevent damage on transit to the
linen articles.

• Those linens that need mending

and heavily stained, may be
separated and put into separate
canvas bags.
4. Dispatch
• Off-premises laundry dispatch is usually
anytime between 13:00 hrs and 16:00 hrs.

• servicing of rooms is over by then and

• guest laundry will have been collected.

5. Deliveries
• Clean linen is delivered back in the
morning hours and

• Evening deliveries are usually for guest

laundry.
6. Checking and Inspection
• Checking the quantity - amount of
laundered linen tallies - amount of soiled
linen sent.

• Inspection of the quality of wash.

Inspection of linen

Linen should be inspected for:

• Repairs
• Stains
• Very bad creasing
• Each article has to be opened out,

• if necessary, put aside for mending

/return to the laundry for re-wash

• Badly damaged linens are usually put

on one side for the linen keeper to
discard and

• Enter in the condemned book and

• Later mark off in the stock book

7. Storage
The amount of space to be allocated for
storage depends on the
• size and type of operation and

• quantity of linen supplies

When designing the storage space for linen it is

necessary to consider the
• type of shelves required,

• method of storage ,

• hygiene and safety factors.

 Storage of Linen
• linen need to air and rest before re-use.

• The shelves - should be firmly fixed.

• The shelves should be clearly marked

for each type of article.

• They should reach to the ceiling and

there should be room to mop or
vacuum clean under the bottom shelf.
• linen must be kept free of dust - by covering
with curtains which draw across the shelves,
or stored in cupboards with sliding doors,

• to make counting easier, linen is stacked with

the folds outwards.

Storage condition of linen room

• The rooms must be constructed as to
eliminate the possibility of damage by insects.

• The room must be well ventilated, cool and

dry.
• Hot water and steam pipe should
not run through the linen rooms.

• The rooms should also be protected

against dampness, sunlight and
chemical fumes.

• Properly designed racks should be used

to avoid rust.

• The last shelf of the rack should be at

least six inches above the floor.
• The room should have only one
exit/entry for security purposes.

• The room should be located as to be

easily accessible to all employees as
well as the laundry.

• The room should have a counter for

exchange of linen/uniforms.

• The room should be periodically

subject to pest control schedules.
8. Repairs and Alteration

• Damaged items are mended by

stitching or darning.

• Alteration of uniforms for correct fit

is usual.

• Condemned linen is converted into

useful items called cut-downs /
makeovers.
9. Distribution to Various
Departments

• This is generally done on a clean-for-

dirty basis.

• Some hotels use other systems of

exchange a fixed issue based on
expected occupancy.

• In some hotels specific timings are fixed

for issue of linen.
10. Stock-taking and Records

• Many records - on a day-to-day basis for the

exchange of linen between the linen room, laundry
and floors / departments.

• Purchase records are essential and records of

condemned linen and makeovers are usually
maintained.

• Periodical stocktaking is carried out and the annual

stocktaking is recorded in the stock register,
thereby providing the value of linen as an asset.

• Stock records also help generate purchase

orders for replacement of lost or condemned
articles.
• Stock-taking is the physical verification by
counting of stocks of all items at periodic
intervals.
This is done
• in order to check the amount of linen,
• to know when to order new linen and
• if possible, to check for losses.

• It may be done at three or six monthly

periods.
Methods of stock-taking
• Physical counting is done quarterly, or six
monthly.
• All items are segregated and grouped
including discard.
• Counting of items in circulation and in
store is separately done and added
together.

• Discards are stamped condemned and kept

inside.

• Counted total should tally with last

inventory figures plus issues received after
that.

• Inventory must be conducted in the

presence of the housekeeper, accounts
and auditor.
• Stock-taking is taken as per three
groupings each on a separate day

• Uniforms
• Room linen
• Restaurant linen
11. Security

It is important that the access to the

linen room is restricted so as to
• prevent misuse and pilferage and

• to guard against fire breakouts

• Linen room is strictly a non-smoking

area
 Hours of Operation
• This varies from one organization to another
but is usually from 7 a.m. to 7 p.m. or at
least for 10 hours in the day.

• In the event of an urgent requirement of linen

during the night,

• the Duty Manager or the Night House

person may supply the items from an
emergency store or from the main Linen
Room.

• Leave a note with details of what has been

removed.
Location of the Linen Room
The linen room is generally located:
• Adjacent to the laundry if on-premises,
usually with an interconnecting door between
the rooms,
• near the service entrance if the laundry is
off-premises,
• near the service elevator for easy
transportation to various units,
• Away from the food production area to
avoid
 a fire hazard as well as
 prevent linen from absorbing food odors,
smoke, soot and dampness.
2.1.2 4 Planning the Layout of Linen
Room

• Like the planning of any other

operational area, the following must be
considered:

Hygiene and safety aspects

Activity areas

Architectural features
 Linen Room Requirements
The following are the requirements of the
linen room:

• storage shelves both open and closed

• hanging space

• reserve Stock storage

•
• drop counter for exchange of linen
(stable-type door)
• Trolleys for transport of clean linen

• Soiled linen hampers

• Linenkeeper‟s desk and storage space for

records

• Telephone and computer

• Stepladder

• Washbasin

• Storage for materials required to clean the room

• Sink and drying rack (optional)
• Iron and ironing board

• Area for accumulation of soiled linen

•
• Area for receiving laundered linen

• Area for sorting and counting of linen

• Sewing section

• Work tables (with table tops in contrast to white)

• Traffic lane to laundry

• Traffic lane to uniform room

2.2. Exchange of linens and uniforms
• This is critical function of linen room.

• To make the exchange more orderly specific timings

are given to each department.

• Also linens are exchanged strictly on one to one

basis.
The following is the procedure for exchange;
• Room linen is either directly received by the laundry
or by the linen room.
• In either case, the floor supervisor physically counts
each soiled linen or the floor and enters the figures
in to the room linen control sheet or form.
• Three forms are sent with the hamper of soiled linen
to the linen room.
• The linen supervisor recounts the soiled
linen brought down and verifies with the
room linen control sheet.

• The concerned supervisor then stamps

„received‟ after the tally and returns one
copy while the third copy is retained by
him/her.

• The soiled linen thereafter is sent to

laundry.
• The laundry supervisor recounts and then
retains a copy of the control sheet.
• Against the linen control sheet, the linen
supervisor issues fresh linen on one to
one basis.
• In case the linen room is short of fresh
linen - enters the balance due on the
room linen control sheet and issues the
shortfall in the next lot.
Uniform
• New employees uniforms are issued
against - authorization letter received
from HRM department.
• For regular employees - one to one
basis.
Room linen control sheet/form

Floor no----------------------------- Time -------------------------------- Date ---------------------------

Articles Sent by floor Received by linen Received by laundry Sent to floor Balance
room

Sheets
Pillow slips
Bath towels
Face towels
Bath mats
Bed spread
Mattress protectors

Blankets
Bath rugs
Dusters
Sofa covers
Shower curtains etc
Restaurant linen exchange
procedure
• Same procedure
 Restaurant -------------------------
Time ------------------------------

Description Par stock Soiled linen Fresh linen Balance

Table cloth

Size color
90*90 white
72*78 blue

Napkins
Size color
21*21 pink

Tea cozy covers etc

5.3. CONTROL OF LINEN
Control of linen falls in three areas of
activity:

1. Hygienic standard and appearance

of linen.
2. Daily routine exchange of linen
between floors and departments, linen
room and laundry.
3. Purchase records, inventories, stock-
taking and stocktaking records.
• Purchase records - they form the basis
of stock taking.

• Daily records keep a track of linen on a

day-to-day basis.

• It is also necessary to maintain a

record of condemned linen and any
remakes.

*Stock-taking and its procedure –

refer previous note/discussion
2.4 PURCHASE OF LINEN
• three major factors to be considered:
1. Quantity - quantity of linen
purchased is largely dependent on the
following factors:
• Size of the establishment
• Standard of the organization (will
determine frequency of change)
• Turnover or occupancy
• Laundering facility
*Generally a hotel should have a
minimum of three sets/pars of linen.
2. Quality –best quality linen must be
selected within the available budget.

• Fiber selection and quality of yarn

• Finishes especially color fastness

• Reputed manufacturers.

• Obtain samples - launder them -

observe the effects of
laundering( before placing a purchase
order)
3. Size - purchasing linen of the
correct size is extremely important.
wrong sizes can
• affect appearance ,

• hamper operations,

• unnecessary wastage and loss of

money.
 2.6. LINEN HIRE
• Hiring linen is uncommon in Ethiopia.
• Linen hire companies supply clean linen to hotels
on a rental basis on contract.
Advantages:
• Initial purchase investment is eliminated.
• No laundering of linen is necessary.
• Less storage space.
• Less staff which means fewer salary cheques to
pay.
• No need to order linen, so linen purchase function
is eliminated.
• No repairing of linen by the hotel/ small tailoring
department.
• Linen hire charges may be no greater than the
combined depreciation and laundering costs.
Disadvantages:
• No individuality
• Choice is limited – the linen specifications, sizes and
standards.
• No cut-downs or makeovers possible.
• Damages have to be paid for, usually at a higher
rate.
• The hotel is totally dependent on the hiring
company.
• There is no control over the quality of wash.
• Linen supply may be affected by bad weather or
strikes causing a breakdown in operations.
• If low occupancy, there is a loss due to unused linen.
• Excess / emergency requirement is charged at the
current rate.
• Guest laundry will have to be dealt with or
coordinated with a commercial laundry.
2.7 UNIFORM
• Ensuring proper grooming,
• Reflecting the standard of the hotel and
creating a good impression on the
guest.
• Guests identify staff and their position
in the organization.
• Employees - a status symbol, creating
a sense of belonging.
Uniforms may be of
1. Standard sizes
2. Made-to-measure.
• Made-to-measure uniforms look
smart
• Standard sizes lower the total
requirement of uniforms but may
be ill-fitting and do not look as
smart.

The number of sets of uniforms

provided is dependent on the
• nature of the tasks
• whether the organization has an on
or off-premises laundry.
When designing an uniform:
• the functional,
• comfortable,
• the aesthetic aspect,
• durability and
• laundrability must be considered

• The usual system for exchange is

clean-for-dirty.
• Some of Types of Uniforms Used
in a hotel (reading assignment)
Thank you!
Unit 3
Safety, Security and First Aid

• Objectives: examining how to

ensure safety and security in the
hotel through efficient housekeeping
operations.

Safety and Security

• Safety: refers to the actual
conditions in the work environment.
• Security: refers to the prevention of
theft, fire, and other emergencies.

Housekeeping & Maintenance - highest

risk for accidents and injuries:

• Both employ more people than

other dept.
• Working in these dept. require
physical activity and equipment
use
To reduce safety risks
The exec. housekeeper must,

• Be aware of potential safety hazards

• Develop procedures to prevent
accidents
• Develop ongoing safety training
programs
Unsafe Work Environments cause

• Insurance and liability concerns

• Expensive medical costs
• Legal problems e.g. fines or lawsuits
• Management concerns
• Negative employee morale
• Low performance/ productivity
Potentially Hazardous Conditions
- Wet floors and slippery walkways
- Messy floors
- Equipment left out in the way
- Improper lifting techniques
*injuries like sprains, strains, falls. Thus,
training employees

Three Rules
for safe, accident-free work environment
1. Take adequate time
2. Correct unsafe conditions immediately
3. Do it safely the first time
Safety Tips
For potentially hazardous conditions in the
HK
1. Lifting
incorrect lifting may cause, strained or
pulled muscles and back injury, and cuts
and scratches.
2. Ladders
when selecting a ladder inspect its
condition, height and footing.
• Do not use broken or defective ladder.
• Do not use aluminum or metal ladder
when working near or on electrical
equipment.
• Use rubber footing on tile floors and in
kitchen.
• Floor must be dry and clean.
• Should be high enough.
• Never stand on the top step.
• Never place a ladder against a
window or uneven surfaces.
• Should be well-balanced.
• When climbing, face the ladder and
have clean and dry hands and feet.
• Mark the area underneath the ladder
with caution signs.
3. Machines
• Employees should be authorized and
trained to use them before operating
• Follow the instructions and train and
supervise the staff
• Safety guards of the machines should
not be removed, protective eye
goggles should be worn
• Never leave them unattended, turn
off and store
• Never use a machine that is not
operating correctly, have it repaired
4. Electrical Equipment;
• Never operate electrical equipment with wet
hands or cloths
• Do not operate near flammable liquids,
chemicals or vapors
• Turn off them when sparks, smokes or flames
are seen
• Check the wires and connections periodically
• Never unplug them by pulling the cord
• Keep the cords out off traffic areas
• When cleaning guestrooms, room attendants
should check for frayed wires, loose
connections, loose plugs, broken
switches
5. Chemicals;

• When used improperly, they can

cause nausea, vomiting, skin rashes,
cancer, blindness and even death.

• Potentially hazardous chemicals are

used to kill insects and rodents or
unstop clogs in toilets.

• Continual training in chemical safety

is necessary
Job Safety Analysis

• Is a detailed report
• lists every job function performed by
all HK staffs
• with safety tips and potential hazards
being cited.

*The analysis should be produced in

booklet form and used in training.
Safety Training
• Begins the first day of the job with an
orientation about safety rules and
regulations.
• Should include the presentation of
the hotel’s safety philosophy during
orientation.
• Does not end at orientation.
• Every employee should participate
in an ongoing safety education
program at least once a month.
Security

• Is the task of protecting both people

and assets by;

• Guestroom security
• Key control
• Perimeter control
• Emergency procedures
• Lighting
• Security records
Security Issues
Suspicious Activities;
• The individuals allowed in guestroom areas
are; guests, their visitors, and on-duty
employees
• Establish a policy on how to approach and
handle unauthorized or undesirable people.
• Suspicious people are those; checking
doors, knocking on doors, or looking
nervous.
• Approach the person looking suspicious
politely.
• If the person claims to be a guest, ask for
the room key.
• If the person says that he is not a
guest, then explain the hotel policy
and direct the guest to the front
desk.
• Employees who are not in their
designated area should be asked if
they need help.
• Depending on the person’s response
and manner, report to security.
• Friends and relatives of employees
should not be allowed in guestroom
areas or employee locker rooms
Theft;
(a) Guest Theft can be reduced by;
• using fewer items with logos reduces
temptation to steal
• keeping storage rooms closed and
locked
• fixing/bolting guestroom items and
fixtures to appropriate surfaces
• when cleaning, notifying the front
desk or security for any missing items
• securing all first floor windows and
sliding glass doors
(b) Employee Theft can be reduced
by;
• acting as a good example as
managers
• writing down the consequences of
stealing in the employee handbook
and implementing them for everyone
without discriminating
• screening applicants (background
check) before making a job offer
• having good inventory control
procedures, taking physical inventory
every month
• keeping records of stolen or missing
items
• keeping all storeroom doors locked
and changing the locks periodically
• designating employee entrances and
exits with security staff
• establishing claim-checking and
parcel-pass systems
• restricting employee parking
• in large hotels, using identification
badges to prevent strangers
3. Bomb Treats
• if a suspicious looking object is
found, it should not be touched or
moved, notify the person in charge of
the search team.
• avoid using radios, walkie-talkies, or
beepers?
• the safety and security manual
should include evacuation plans
• the local police should be notified of
all bomb threats
4. Fires
installing fire detection systems –
• smoke detectors,
• suppression systems (sprinklers) ,
• alarms (pull stations)
fire safety training –
• in evacuating the building,
• reporting fire,
• emergency escape procedures and
duties,
• escaping from a smoke-filled room,
• putting out a small fire (fire
extinguishers)

• using fire-resistant fabrics and

materials
5. Key Control;
*housekeeping is concerned with keys

• emergency key
• master (grand master, section
master, floor key)
• storeroom and guestroom keys
key control procedures;
(1) log book for keys
(2) key belts, wrist bands or neck
chains for keeping keys,
(3) should never be loaned
(4) should never be left on the cart,
(5) should never be used to open a
room for a guest,
(6) card key systems
6. Lost and Found;
• should be stored in a secure area

• items should be tagged (with

numbers),

• logged (to record the date, time,

place, person)

• secured (keep at least 90 days,

donate or given to the founder
unclaimed items)
7. Guestroom Cleaning;
room attendants should
• Not open guest luggage or packages

Immediately notify the HK, Security or FO; if

any of the following items are noticed;
• guns/weapons
• drugs
• cooking/unsafe electrical appliances
• foul odors
• pets
• ill guests
• large amounts of cash or valuable jewelry
• Cart placing

• Politely ask the guest name and see

the room key, if a guest wants to enter
the room while the attendant is
cleaning

• never leave a room unattended with

the door open

• check the guestroom as well to see

that it is locked and windows and
sliding doors.
First aid
• It is very important for all housekeeping staff 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. The first step is to have a first aid cupboard
or box in a central location. This box could be located at the desk control
room due to its easy accessibility.

First aid box contains the following items

• Clinical thermometer
• Bandage roll
• Sterilized gauze
• Adhesive dressing
• Tweezers
• Hand gloves
• Scissors
• Bedpan and urine bottle
• Antiseptic cream
• Antiseptic/disinfectant /
• Painkillers, e.g. asprin, paracetamol
• Kaolin
• Calamine lotion
• Feeding cup
• Medicine glass
First aid remedies
• The following are some immediate steps that can be
taken by first aider

Burns and scalds

• Apply burn oil liberally
• Place burnt under running water or ice
• If burns are serious, apply sterile dressing and send to
hospital immediately.
Bleeding
• Clean wound with cotton dippen in detol
• Put dry antiseptic dressing
• Put pressure on wounds by placing gauze on it and
bandage the area tightly.
Clothes on fire
• Prevent person from running
• Smoother flames by wrapping patient with heavy
materials e.g. curtains, blanket, and heavy coat.
Fainting
• Loosen clothing
• Lay patient flat bone back with feet raised or place in chair
bending the head forward between the knees
• Apply warmth to lower limbs and rub limbs upwards.
• Give hot sweet tea to drink when patient is able to take it.
Fracture
• Immobilize the limb by trying both legs and the arms across body
respectively.
• An alternative is to get two boards and tie leg/arm between them.
• Send for a doctor.
•
Heart attack
• Call for doctor immediately.
• Do not move person from the room.
• Clear all other people.
• If critical, try artificial respiration by mouth-to mouth method.
Insect sting
• Apply dry bandage firmly wrapped round the affected part and
soaked in solution or paste over the flamed area.
Object in eye
• Do not let the eye be rubbed.
• Use eye bath with warm water to rinse out the eye.
• If no improvement check eye against the light and
locate foreign article matter, remove it with the
corner of a clean handkerchief.
Sprain
• Apply dry bandage firmly wrapped round the
affected part and soak with cold water.
• Rest the limb.
Shock
• Rest the patient by laying him/her on the loach.
• Loosen clothing.
• Give warmth by hot beverage and hot water bottle.
• Keep the surrounding area silent.
 Unit 5: Managing Inventories

Objective: examining how different

types of inventories are controlled.

• Inventory is the stock of any item or

resource used in an organization.
Manufacturing inventory refers to
items that contribute to or
become part of a firm’s product
output.

Manufacturing inventory -
classified into
• raw materials,
• finished products,
• component parts,
In distribution inventory is classified
as
• in-transit , meaning that it is being
moved in the system, and
• warehouse , which is inventory in a
warehouse or distribution center.

Retail sites carry inventory for

immediate sale to customers.
In services, inventory generally refers
• the tangible goods to be sold and
• the supplies necessary to administer
the service

Inventory control is the management

function of
• classifying,
• ordering,
• receiving,
• storing,
• issuing, and accounting for items of
value.
• The basic purpose of inventory
analysis in all areas is to specify
(1)when items should be ordered
and
(2)How large the order should be.
• firms - enter into longer-term
relationships with vendors to supply
their needs/for a year/.

• This changes the “when” and “how

many to order” to “when” and “how
many to deliver.”
5.1. INVENTORY SYSTEMS

• An inventory system provides the

organizational structure and the
operating policies for maintaining and
controlling goods to be stocked.

The system is responsible for

• ordering and receipt of goods

• timing the order placement and
• keeping track of what has been ordered,
• how much, and from whom.
• The system also must follow up
to answer such questions as:

• Has the supplier received the

order?
• Has it been shipped?
• Are the dates correct?
• Are the procedures established
for reordering or returning
undesirable merchandise?
5.2. Types of inventories

• Recycled inventories -items having

limited useful lives but that are
used over and over again.
• E.g. linens, uniforms, guest loan
items, some machines and
equipments.
• Non-recycled inventories - items
that are consumed or used up
during Hk. routine operations.
E.g. cleaning supplies, small
equipment items and guest supplies
and amenities.

Par and Minimum/Maximum Levels

• In order to manage the inventories,
1st Exe. HK. must determine
• the par levels for each recycled
inventory item, and
• minimum/maximum levels for
each non-recycled inventory item.
• Par number is the standard number
of recycled inventoried items that
must be on hand to support daily
housekeeping operations.

• Minimum/maximum level is used to

measure the on hand quantity for the
non-recycled inventoried items.

• minimum level - reordered to bring

the inventory back to the maximum
level.
5.3. Managing inventories
In order to manage inventories;
• First; determine the inventory level
for all types of items used in the hotel.
• Second; control the inventory level of
the items. For this;
– Develop standard policies and procedures on
storage, issue and movement of items from
the laundry and the main storeroom.
– Take physical inventory of all items in use
and in storage.
– Maintain records.
5.3.1. Managing Recycled Inventories
• Linens, uniforms, guest loan items and
machines and equipment
Linens
• The exec. housekeeper is responsible for
the storage, issuing, use and
replacement of three main types of linen
inventories;
• Bed - sheets, pillowcases, mattress pads or
covers...
• Bath - bath towels, hand towels, specialty
towels, wash cloths, fabric bath mats...
• Table - table cloths, napkins, banquet
linens for F&B
 Establishing Par Levels for Linens

• Consider 3 things
1. The laundry cycle; three par of
linens (if the hotel change and launder
linen daily):
 1st par -linens laundered, stored and
ready for use today,
 2nd par -yesterday’s linens which are
laundered today, and
 3rd par -linens to be stripped from
the rooms today and laundered
tomorrow.
 2. The replacement of worn,
damaged, lost or stolen linen; a
general rule is to store one full par
of new linens as replacement stock
annually.
3. The emergency situation such
as power failure, equipment damage;
– one full par of linens in reserve for
emergencies.
• In summary, totally five par of
linens should be maintained on
an annual basis.
Controlling the Inventory of Linen
Storage: laundered linens should rest in
storage for at least 24 hours before use .
• in order to increase their life and
• give the opportunity for wrinkles to
smooth out.

Issuing: each floor linen closet is stocked

with its par amount at the start of each
day.
A floor par = quantity of each type of
linen that is required to outfit all rooms
serviced.
To determine the linen requirements for each floor linen
closet:
– Occupancy report
– Linen discard record; is used to record the number of
damaged and discarded linens.
– Linen control form; used to record the number of soiled
linens removed from guestrooms and delivered to the laundry.
Taking a physical inventory of linen; all linens must be
counted in the hotel.
• main linen room,
• guestrooms,
• floor linen closets,
• room attendant carts,
• soiled linen bins or chutes,
• soiled linen in laundry,
• laundry storage shelves,
• mobile linen trucks or carts,
• made-up roll-away beds, cots, sofa beds, cribs.
Keeping records in the physical
inventory of linens;
– Linen count sheet; is used to record
the counts for every type of linen in
each location.
– Master inventory control chart; is
used to record the totals on the linen
count sheets.
Once the totals are collected, the results
of the inventory can be compared to
the previous inventory control to
determine
 Actual usage and
 The need for replacement purchases
5.3.2. Managing Non-recycled Inventories
• Cleaning supplies and small equipment items
• Guest supplies
• Printed materials and stationery
Establishing Inventory Levels for Non-
recycled Items
• The par number for a non-recycled item is a
range between a minimum and maximum
inventory quantity based on the;
– Usage rates
– Occupancy levels or average occupancy
– Frequency with which supplies are to be
reordered
– Lead time
• The minimum quantity = the lead time
quantity + safety stock level
• The maximum quantity = the number of
days between orders / the number of days
it takes to use one purchase unit +
minimum quantity
– The lead time quantity refers to 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 actually received.
– The safety stock level refers to the
number of purchase units that must
always be on hand to operate smoothly
in the event of emergency, spoilage,
unexpected delays in delivery etc.
Cleaning Supplies and Small
Equipment Items
• Are consumed or used in the course of
routine housekeeping operations.
• Cleaning supplies e.g. all purpose
cleaners, disinfectants, germicides,
bowl cleaners, window cleaners, metal
polishes, furniture polishes, scrubbing
pads.
• Small equipment items e.g.
applicators, brooms, dust mops, wet
mops, mop wringers, cleaning buckets,
spray bottles, rubber gloves, protective
eye covering, cleaning cloths and rags.
Controlling the Inventory of Cleaning
Supplies
• Storage, issuing and movement of
cleaning supplies:
– Perpetual inventory of all cleaning
supplies is used to provide a record of
all materials requisitioned for supply
closets.
As new purchases are received by
the main storeroom and as supplies
are issued to floor cleaning stations,
 the amounts of those cleaning
supplies are adjusted on the
• When the perpetual record shows that on -hand
quantities for particular cleaning supplies have
reached the minimum quantities (the order
point),

• a requisition - be placed to bring the quantities

back up to the maximum levels.

• Taking physical inventory of cleaning

supplies: physical count of cleaning
supplies should be made every month.
*Previous physical inventory (beginning inventory)
+ monthly purchases - issues = Ending
inventory
*Ending inventory - expected amounts on hand =
The loss
Records that are used in physical
inventory of cleaning supplies:
– Inventory record is used as a worksheet
for taking the physical count of all
cleaning supplies.
– Form for calculating expected inventories
is used to determine the expected
inventory for each cleaning item.

– The results of the physical count can be

compared to the expected ending
inventory.
– The variance gives the loss.
As a result of taking physical
inventory;
• In order to maintain the established
par levels, the executive
housekeeper has the correct figures
on the number and type of all
items;
– In use
– Discarded
– Lost
– In need of replacement
• Those figures can then be used as
cost control information in planning
the budget of the department
Guest Supplies

E.g. bath soap, facial soap, toilet

tissue, facial tissue, hangers, glasses,
plastic trays, ice buckets, matches,
ashtrays, wastebaskets, lotions,
shampoos, conditioners, bath foam,
shower caps, shower mats, etc.
Example:
Establishing Minimum/Maximum Inventory Levels
for Bath Soap
1. Step: determine how many bars of soap are
contained in a standard package.

Example: 1 case has 1000 bars of bath soap

2. Step: calculate how many bars of soap will be

used on an average day during the hotel’s peak
season (consider the occupancy level, and
amount of items that would be used in each
room each day).

Example: there are 200 occupied rooms and one

bar of soap is used per room.
3. Step: determine how many days it
will take for the hotel’s guests to use
a standard purchase unit of soap.

Example: there are 1000 bars in

each case, 200 will be used each day
so 1000 ÷ 200 = 5 days to use up
one case of soap.

• In other words, one purchase unit

(case) of bath soap will be used up
every five days.
4. Step: determine the minimum number of
purchase units of soap that should always be in
stock at any time.
The minimum quantity = lead time quantity +
safety stock level.

Example: safety stock level for soap is one case

or enough for a five day supply and the lead
time quantity is five days.

• So the minimum quantity is two cases (1 case for

safety stock level + 1 case for lead time = 2
cases).

• In other words, the reorder point for soap is

two cases.
5. Step: determine the maximum
quantity of soap.

Storage space and the frequency of

orders affect the maximum quantity
for soap.

Maximum quantity = the number of

days between orders / the number of
days it takes to use one purchase unit
+ minimum quantity
Example: soap order is done once a month,
the amount of time between orders is 30
days.

• So 30 ÷ 5 = 6 cases; the amount of soap

that will be used in 30 days is six cases.

• Plus the minimum quantity of 2 cases; 6 + 2

= 8 cases; the maximum quantity for soap
can be established as 8 cases.

• When the number of soap in inventory

reaches 2 cases, the executive housekeeper
should place an order of 6 cases.
 UNIT Six

MANAGING ON-PREMISE LAUNDRY

 LAUNDRY
In any hotel establishment a lot of dirty linen accumulates
in the various units and departments.it is essential to ensure
a continuous supply of linen, which is well laundered, so
that operations can be carried out smoothly and efficiently.
Linen is an expensive item, so how it will be laundered
requires serious consideration. People involved in handling
linen should have some knowledge of the process.
Although it is essential that good quality linen be
purchased, the life of the linen depends on the care of linen
in use and the treatment it gets at the laundry.
 Cont.…..

The principles of laundering are:

Removal of dirt and stains from the linen articles.
Restoring linen articles to their original appearance as far as
possible.
 Cont.….
A good laundry facility ensures the following:
Careful handling of linen articles while laundering.
Correct processing and use of a sustainable laundry agent.
While materials are kept white, excessive bleach is not used.
Proper counting and records maintained to avoid shortages of
linen.
Speedy operations to meet with operational requirements.
Sound policies regarding damages or loss.
 Types of laundry

BASED ON THE ACTIVITY TO BE CARRIED OUT

1. A commercial or off-premises laundry refers to
laundering activities performed outside the
establishment i.e. given on a contract basis to
specialists in the field.
2. An on-site or on premises laundry, however, refers to
laundering activities carried on within the
establishment by staff employed by the hotel.
ADVANTAGES OF AN ON-PREMISES
LAUNDRY
 Time taken for laundering is reduced because transportation
is eliminated.
 Linen is readily available especially in the case of emergency
requirements.
 Control over the wash process and the laundry agents used
making the wear and tear on linen comparatively much lesser.
 Pilferage is reduced.
 The ‘par’ stock required is reduced.
 Revenue is earned from guest laundry.
 Disadvantages OF ON-PREMISES
LAUNDRY
– Cost of equipment and its maintenance is fairly high.
– Related expenses like printing of forms, employee taxes,
water taxes, energy costs and insurance are high.
– More staff that is technically qualified and adequate space is
required
– Must be justified by an adequate amount of linen.
 Location and planning of on-premise laundry

When planning an on-premises laundry it must be located far

from guestrooms so that. Guests are not disturbed.
It is essential that the laundry be located near the linen room.
For convenience and reducing transportation time.
Ideally, the area should have an. outside wall since equipment
need to be vented to the outside.
Walls of the room should be durable and moisture resistant.
Ceilings should be at least ten feet high, must resist moisture.
And absorb sound.
A cement floor with easily cleanable floor drains and no spots.
Where water can pool is vital.
The basic design factors that need to be
thought out when designing or redesigning
an on-premises laundry include
Location
Size
Equipment layout
Utilities and
 Cont.…….
 Human labor.
 The Versatility of equipment is important especially in
a washer extractor.
 It should be. Able to dispense a variety of chemical
formulas and have different cycles to deal with.
different laundry items and soiling conditions
 Machines may work on gas, electricity or steam and
should be connected to a common master switch that
can be switched off in the case of emergencies.
 Firefighting equipment must be installed in this area.
 Layout of a Laundry

When planning the layout of a laundry, consider

the work flow and wherever possible ensure that
the plan does not hinder the smooth flow of
operations.
To reduce turnaround time between loads, ease
of loading and unloading equipment must be
arranged properly. Taking into account case of
each operation.
 Cont.……
 area for accumulating and sorting linen should be
located close to the washer extractor; dryers should be
adjacent to the washer extractor, to save time and
employee effort; hinges of the washer extractors and the
dryers are adjustable and can be placed on the right or
left side of the door, so the proper choice must be made
in accordance with the laundry layout in order to avoid
employees having to walk around the open door to get
from one
 When positioning laundry equipment, the following
must be considered: -
• Entrances and exits
• Space between adjacent machines and adequate space
between the back of the machine and the wall which is
essential to facilitate servicing and repair.
• Power points for electrical supply and the required
voltage. (gas and steam may also be used)
Water supply lines with adequate pressure (10 gallons
per kg of linen approx.) heavy duty heating equipment
which in recent times is being substituted by the use
of solar energy.
Installation of proper drainage system.
Installation of drain to control discharge rate.
A separate section to deal with guest laundry/valet
service.
Energy and water conservation and safety factors
consideration.
 Cont…..
Selection of equipment to suit the premises and
projections.
Area must accommodate the total number of
staff working at the busiest times.
As technology strives to automate every face of
hotel operations, computerized laundry systems
are getting popular.
 THE FLOW OF LINEN THROUGH THE OPL

COLLECTION AND TRANSPORTATION

 Collecting soiled linens: never use linen for any cleaning purposes.
 Transporting soiled linens to the laundry: hand-carry/cart/linen chutes.
Arrival
 On arrival, linen must be dealt with as quickly as possible to ensure fast
turnaround time for linen. There must be a separate section for guest laundry.
 Cont.…..
Marking
Marking may be temporary (guest laundry) or permanent
(monogramming of hotel linen).
For guest laundry initials of the guest as well as the room number
helps provides a clear identification and helps correct billing.
Sorting
Sorting by:
The degree of soiling (lightly, moderately and heavily soiled)and
The type of linen (fibers, weaves colors and categories).
Sorting is done to separate those articles that need dry cleaning
from those that will go through the normal wash process.
 Cont.…..
Also, different articles take a different wash process in terms of:
Temperature of water,
Type of laundering agent,
Length of wash cycle,
Whether hydro-extraction should be done and if so, the length of
the hydro-extraction cycle.
Those that need mending or attain removal must be separated so
that they can be dealt with accordingly.
It takes less effort to pre-sort soiled linen than to post-sort
washed linen which is 50% heavier in weight due to water
retention.
 Cont.…
Weighing
Weighing is carried out to ensure to the capacity of the washing
machine and to avoid overloading.
Repeated overloading can cause the machine to breakdown.
Under loading will lead to wastage of detergents and water, both
cold and hot.
Loading
Loading is often done manually or with a certain degree of full or
partial automation.
Machines may be top loading, front loading or side loading.
Washing
This process is designed to perform three basic
functions:
1. Removal of soil
2. Suspension of soil
3. Discharge of the soil from the machine to the drain.
In the wash process, the following factors must be
considered:
Setting length of wash cycle
If the cycle is
Too short-the linen will not be cleaned properly
and sufficiently.
Too long-unnecessary wear and tear and the
clothes may actually become dirtier as a result
of redeposit ion of soil.
Temperature of water
For hot water washing, if the temperature of
water is too high, it is likely to damage the linen.
If the temperature is inadequate, the chemicals
will not work effectively.
Water level
Incorrect ‘dip’ levels can alter the concentration
of the laundry agents rendering them ineffective.
Type and amount of detergent and time of dispensing:
Laundry agent should be used is dependent on the
nature of the fabric being washed.
Too little detergent will result in an incomplete
cleaning process.
And too much may remain as a residue after the rinse
cycle is complete.
 It is important that the laundry agent is introduced
into the wash cycle at the appropriate time for best
results
Mechanical action/agitation:
This refers to the centrifugal action brought
about by the movement of the drum that causes
friction between the linen articles
Is radically affected by overloading or under
loading as well as the speed of the drum.
Modern machinery often operates on sensors,
which are capable of gauging each of these
requirements for a specific load.
Rinsing
Once the wash cycle is completed, rinsing
becomes essential. Rinsing is carried out at least
twice and the purpose of this stage is to:
1. Remove residue of laundry agents.
2. Remove suspended dirt.
Hydro-extraction
Is the removal of excess moisture through centrifugal
action and is equivalent to wringing in hand washing.
Reduce the weight of the laundry, makes it easy to lift,
and reduces drying time.
Some articles cannot be hydro-extracted so there is a
pumping action to draw out the water from the linen load.
Too short an extraction time will increase the drying time
and may hinder the proper operation of finishing
equipment.
Unloading
Transferring washed linen from the hydro-extractor to the
Tumble Dryer is normally done manually
It may be done by an automated system where the chain is
unload onto a convey or belt that will transport the linen to the
next set of operations.
Tumble Drying
This process is capable of rendering the linen completely dry by
blowing hot air ranging between 40º C to 60º C onto the articles
For articles that are susceptible to damage by heat, there is the
option of simply airing by circulating air at room temperature.
Finishing
For those articles that require a pressed finish/bed sheets, pillow
cases, table clothes etc. /, ironing and pressing are usual.
Articles like blankets and towels that do not require a pressed
finish are only tumble-dried.
Folding
Can be done by machine but in most cases is carried out
completely manually or /time consuming.
Employees in this area are the one ones who ‘reject’ stained
/damaged linen.
 Correct folding is important to the appearance of the article and
makes it convenient to store and use.
Airing
This is essential prior to storage, especially if the articles
are to be stored in closed shelves.
Storage
Should be properly done in a well–designed storage space.
Linen should be allowed a rest period to recuperate before
it is used again.
Distribution
The linen is issued to the unit/department for use. And
usually done by linen trolleys.
 Machines and Equipment’s

Washing machine
A washing machine, or washer, is a machine designed
to clean laundry, such as clothing, towels and sheets.
The term is mostly applied only to machine that water
as the primary cleaning solution, as opposed to dry
cleaning(which uses alternative cleaning fluids, and is
generally performed by specialist businesses)or even
ultrasonic cleaners/using high-frequency sound/.
All washing machines work by using mechanical energy,
thermal energy, and chemical action.
Other machines
These are also called batch washers or continuous washers and
are in effect a series of inter-connected washers.
Each ‘bath’ is in a different cylinder and the load moves from one
cylinder to the next.
Computerized systems automatically adjust the time,
temperature and chemicals to be used, so that each batch
receives the required treatment.
Tunnel washers have distinct advantages in that they are time
saving, thereby reducing staff requirement.
Tunnel washers can also be hooked up to an extractor and
subsequently with conveyors to the dryer.
Tumble dryer
Dryers are machine that dry laundry by tumbling it slowly in a
perforated drum exposed to hot air ranging from 40⁰to 60⁰C in low
capacity dryers and going right up to 85ᵒC in an industrial dryer.
There are programmes for delicate articles requiring low or no
heat.
Dryers may operate on gas, electricity or steam
Most dryers have a microprocessor computer control system.
Although suitable drying times are usually recommended for
specific fabrics, some dryers have sensors hooked onto their
microprocessors so that they can gauge the moisture in the load
and cut the dryer off automatically the moment the laundry is dry.
The length of the drying cycle is dependent on
the absorbency of the fabric and the residual
moisture.
Modern dryers are equipped with high tech
features such as signal lights, self-cleaning lint
screens, reverse cylinder drums as well as
energy-saving devices.
Finishing equipment's
For those articles that require a pressed finish there are many
finishing equipment?
Flatwork ironer/roller iron /calendar
These are used for flatwork i.e. items like sheets, pillowcases,
tablecloths, serviettes, aprons, etc.
The items are passed through the heated rollers and ironing.
Press
Press is used for fine pressing of flat linen like table covers, pillow
covers, napkins, kitchen linen, and staff uniforms.
They are special pressed to perform specific functions and operation
can be on electricity or steam.
Puffer or Suzie
For coats and articles that do not crease heavily.
The articles are put onto a dummy that is inflated with
steam to remove creases and then with hot air to remove
the moisture created by the steam.
Tunnel dryer
Clothes are hung on conveyor belts that pass through a
tunnel.
It is a fully automated process that transfers the linen to
the next area of activity.
Cabinet dryer or drying room
Is a chamber where low-crease garments are
suspended on hangers steam or hot air is circulated
through the cabinet?.
Valet service
Among the many amenities provided by a hotel, one
of them is laundry service for the guest.
It is an amenity which is essential in resort hotels
where guests are long-staying and prefer to travel
light.
Even if a full-fledged laundry service is not available, at
least some facility for ironing is required as clothes get
crumpled in packing.
It is a source of revenue in hotels and many serve as a
means of preventing the guests from washing clothes and
hanging them out to dry in hotel guest rooms.
Laundry service, including dry cleaning may be normal
(ordinary) or urgent (express).
The time gap between the collection and delivery is
dependent on whether the laundry is on-premises or off-
premises.
Chapter 7 and 8 delivered for Individual
Assignment

Thank You!