The document discusses what guests want from hotels including clean appearance, convenient location, reasonable rates, good service, and reputation. It defines housekeeping as providing a clean, comfortable, safe, and aesthetically appealing environment. It also outlines the responsibilities of housekeeping staff and important supplies that should be provided to guests.

1. Facilitator:
Saumyajeet Dutta

2. What Guest Want?
• Good Service
• Price / Reasonable Rates
• Clean Appearance
• Name / Reputation
• Convenient Location

3. What Guest Want?
1. Clean Appearance
2. Convenient Location
3. Price / Reasonable Rates
4. Good Service
5. Name / Reputation

4. Define Housekeeping?
It may be defined as “Provision of a clean,
comfortable, safe and aesthetically appealing
environment”

5. RESPONSIBILITIES of Housekeeping
• Establish a welcoming atmosphere and ensure courteous,
reliable service from all staff of the department.
• Ensure a high standard of cleanliness and general upkeep in
all areas for which the department is responsible.
• Cater to the laundering requirements of hotel linen, staff
uniforms and guest clothing.
• Provide and maintain the floral decorations and maintain in
the landscaped areas of the hotel.
• Coordinate renovation and refurbishing of the property as
and when, in consultation with the management and with
interior designers.

6. Organizational Chart of Large Hotel

8. Pleasant Personality
Loyalty Physical Fitness
Memory Personal Hygiene
Punctuality Eye for detail
ATTRIBUTES
Courtesy Cooperation
Calm Adaptability
Right Attitude Honesty
Tact & Diplomacy

9. GUEST SUPPLIES to be provided in Guest Bedroom
Waste Paper Basket Room Service menu
Breakfast Door Knob Laundry rate Slips
Tumblers In house-Telephone
Ash trays Directory
Guest Comment card Bible, Gita or Quran
Laundry Bags DND Card
Matches Quick Aid
Pens Hangers
Scribbling Pads Valet Bags

10. GUEST SUPPLIES to be provided in Guest Bathroom
Shoe Kit Disposal Bags
Soap Towels
Shower Cap Face Towels
Ash tray Hand Towels
Matches Bath Mats
Bathroom Glasses Shampoo
Toilet Rolls Face Tissue

11. The housekeeper should endeavor to provide those which
make cleaning easier for her staff, save time & obtain a
satisfactory result. Only 10- 15 % of the cost of cleaning
equipment and agents but they play a major role in the
cleaning process.

12. Advantages of Cleaning Equipments
Ease of maintenance, easy renewed parts, easy
replacements.
It reduces fatigue, increases productivity
Does a better job more efficiently
Reduces much movement because of extension pipes etc.
It is a status symbol and therefore Morals builder

13. Selection of Cleaning Equipments
When determining specifications, consider, size, appearance,
weight, noise, attachment, maneuverability, electrical
characteristics, safety features.
When determining size consider:
total area for cleaning
congestion of the area
Weight and portability especially when it has to be transported
For uneven floors use larger machines

14. Brushes
Carpet Brush
Upholstery Brush
Shoe Brush etc.
Mops
Do all Mop
Kentucky Mops
Disposable Mops

15. Box Sweeper
Cloths
Duster
Swabs
Dust Sheet
Durggets

16. Container
Spray Bottles
Dustpan
Dustbin
Hand Caddies
Trolleys
Janitor's Trolley
Mop wringer Trolley

17. Chambermaid’s Trolley

18. Vaccum Cleaner
Scrubbing and Polishing Machines

19. Wet Extraction Systems
 Scrubber- drier sweeper

20. High Pressure washers
 Scarifying Machines