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ACKNOWLEDGEMENT
And as said, last but not least how should I forget Hotel Yak & Yeti
entire crew from managerial body for giving me chance to conduct
and complete my Industrial Exposure following with other staffs for
providing me continuous support and inspection during my
training period. I appreciate their serious concern for providing
and encouraging me on gaining something new every day.
Ranjita Adhikari
I N T R O D U C T I O N
Hotel Yak and Yeti, is a premier five-star deluxe oasis in the heart of Kathmandu, Nepal. Modern day
sophistication greets cultural heritage in the ample grounds of the 100-year-old palace and newly
designed structure of the hotel. Find refuge among antique fountains, gilded temples and emerald
gardens as you remain just moments away from all the shops and adventure of the Kathmandu city,
located at Durbar Marg. The hotel has total of 270 rooms divided into standard & deluxe categories. A
120-room hotel with 5 star amenities started its operation in 01st September, 1977. After a successful run
of 12 years, the need was felt to enhance the hotel's size and facilities.
Now an extension of 150 deluxe rooms and suites have been built (designed to harmonize with the
special features of the Lal Durbar) to supplement the existing accommodation, bringing the total number
of rooms available in the hotel to 270 rooms. Along with the construction of the new (Durbar) wing, a
brand new porte-cochere, lobby, a new lobby bar, shopping arcade, an atrium, a second swimming pool
and two tennis courts have also been constructed, whilst the Caf Restaurant has been extended and
upgraded, along with the refurbishment of the existing guest room wing. Following this renovation
program is the inclusion of a brand new Club Nirvana Fitness Center complete with state-of-the-art
gymnasium and spa. Hotel Yak & Yeti has a comprehensive Business Centre and is the first hotel in
Kathmandu offering a much sought after exclusive Executive floor and Club Shangri-La. Facilities on this
floor include 24-hour butler service, a private lounge for breakfast and cocktails, a boardroom, and in-
room outlets for fax machines and computers, which can be rented. With the historic character of the
hotel and the new and upgraded facilities, the Yak & Yeti will continue to be the city's leading luxury
business and leisure hotel. Although it is an ultra modern hotel, the traditional Nepali architectural features
have been preserved.
Some of the displays carved windows are more than 200 years old. It captures the old charm and style of
Kathmandu, while providing the international quality standards of accommodation and dining facilities The
embodiment of history, legend and tradition, the Hotel Yak and Yeti is a perfect blend of contemporary
international standards and time-honored tradition. Explore Nepal's rich cultural heritage while finding
solace in the luxurious comfort of this former Rana Palace.
Rest in the neo-classical Lal Durbar or Red Palace, built more than a century ago by the then Prime
Minister Bir Shumshere Jung Bahadur Rana. A centerpiece of the Yak and Yeti's impressive hotel, the
meticulously restored, Lal Durbar now houses two historic restaurants, banquet rooms, a grand ballroom
and casino. Comfortably manicured rooms, striking Himalayan views, and its premier location make the
Yak and Yeti an obvious destination for business and for travel.
T H E H I S T O R Y
For many centuries, Nepal was cut off from the outside world. Initially it was ruled by the Mallas but dynastic
squabbles allowed Prithivi Narayan Shah to establish his Kingdom in Kathmandu. However during his tenure, a
young army general, Jung Bahadur Rana usurped power from the monarchy and established himself as the Prime
Minister, with the title of Maharaja and powers superior to those of the sovereign. The Rana regime lasted for 104
years (1846-1951) and contributed to the country's ornate neo-classical palaces replete with a grandeur lifestyle
accumulated during Jung Bahadur's travels abroad.
In the year 1885 A.D, Bir Shumsher Jung Bahadur Rana, one of the most distinguished of the powerful Rana
Maharajas and a renowned builder and musician, built the most elegant palace theatre in Kathmandu. The discreet
boxes set in a fantasy of Nepalese neo-romantic plastic work; gilt mirrors, red velvet and marble were imported from
Italy and transported on porters' back from India. The sunburst chandeliers were constructed locally from long
abandoned crates of imported crystal. A former British Ambassador's lady painted the charming murals on the ceiling.
Kathmandu retains its architectural reminders of the Rana period scattered throughout the city. One of them is the
Red Palace or Lal Durbar, situated in the heart of the city, minutes walk from Durbar Marg. It should come as no
surprise that in the legendary valley of Kathmandu, there should exist a Restaurant with legends as tall as Mt.
Everest. This Restaurant, The Yak & Yeti, was founded by Boris Lissanevitch, who came to Kathmandu from Russia
via the Russian Army, Dlaghllev's Ballets Russes, the Opera Monte Carlo, a cabaret stint in Shanghai, and the Club
called The 300, that brightened Calcutta before and during the years of World War II - a club where Maharajas
outnumbered ordinary members and where the impossible always happened. Kathmandu had then just opened its
gates to outsiders when Boris arrived to set up the country's first Western-type hotel in a very opulent, very Nepalese-
type palace and welcomed the first batch of foreign tourists to visit the "Forbidden Kingdom".
Since the Restaurant built by Borris - The Chimney was a big success, the idea of building a Hotel was conceived in
the early seventies. A 120-room hotel with 5 star amenities was completed in the year 1977. After a successful run of
12 years, the need was felt to enhance the hotel's size and facilities.Now an extension of 150 deluxe rooms and
suites have been built (designed to harmonize with the special features of the Lal Durbar) to supplement the existing
accommodation, bringing the total number of rooms available in the hotel to 270 rooms.With the historic character of
the hotel and the new and upgraded facilities, the Yak & Yeti will continue to be the city's leading luxury business and
leisure hotel. Although it is an ultra modern hotel, the traditional Nepali architectural features have been preserved.
Some of the display carved windows are more than 200 years old. It captures the old charm and style of Kathmandu,
while providing the international quality standards of accommodation and dining facilities. Clearly there is no hotel in
Kathmandu that blends International service style to the grand Nepalese tradition better than the Yak & Yeti.
Hotel is defined by British law as A Shelter provided, he is in position to pay for it and is in position to be received.
We all know the fact that people need accumulation, food and drink while away from their home. As transport and
social need take developed from orient civilization through modern times. So the industry has responded to meet
those needs. Towards the 18 century the number as the traveler is created more rapidly through merchandised
wagons as a form as transport and the use of house carrying for the nobility. To eaten for this need, nature of house
as various design were constructed. These houses provide charge of houses, accommodation, food and drink for
travelers
Hotel is the vital and essential parts of the tourism industry without an adequate development as hotel resources all
the national scenery, all the climatic virtue and all The sporting and recreational facilities will not able to sustain a
good volume of Tourist trade. Economically tourist bring foreign currency site our land as the spread, it here as paying
for food, drinking water as the goods in shop, it has its our sociology aspects. Conrad hot ties, as American has
stressed the satisfaction. He gives in the knowledge that hotel development has made it massive for people to get
know such other is differentiated. Tourism promote in traditionally understood. Hotel is the most important essential
destination. It facilitates the country to provide it wishes to build up tourism. In the promotion of tourism, tourism is a
recent phenomenon, if business travel is include in tourism as it is business travel is included in tourism as it is some
definition it is of comparatively recent in nature or origin. Tourist is the necessary pre-condition as tourism
mechanization has made travel, position for a significant portal population as the developed countries at least and
thus tourism has become a matter as a interest cancers to Government and the Governed a life. Tourism in modern,
sense has its presence historically but it will be arranged that the difference between the 18 Century and earlier/ The
more recent time is not merely a matter as degree, but that the moral as 1850 for example difference structure, from
Tourism needs variety and Nepal with its most dimension and variety after to energy class its visitors, something not
sound creature from the snake chromes the Histological from the system as sock dancers to big game hills. If has
been slightly said, No hotels No Tourism the hotel industry is so closely linked to the tourism that it is responsible for
50% as the foreign exchange from tourism thus hotels make a contribution towards tourism trade and enterprises.
Concept:-
The name Hotel was derived from a Latin word called Hospitiums. The earlier hospitality involved accommodation
these come to be known as bins which booked after by in keeps. In Britain these were called Entertainment
House. As people began mostly from place to place the hotel industry began growing. In New York City Hotel was
the first hotel to house an elevate thus the trend changed from on ordinary husband establishment to a more
organized booking system.
Present Trends:-
The trend is the industry in classification closely under the basis of advancement in technology, marketing and sales,
financial and the development is food and cuisine trends. The hotel industry is now concentrating as a segmentation
as the market by contain certain types as customers which focuses as settle that enter exclusively for them, the
concept as budget have is an upcoming one in India. The hotelier would like to offer a reasonable amount of good
facilities after condition price and attention is a home way from home situation. Today the hotel includes is making a
reasonable program in both public and private sectors. Independent chains are Hotel Yak & Yeti. The top has gives
a new look to the hotel ring in Nepal.
OBJECTIVE:-
The Objective is to study the Housekeeping Department aspects as different department of hotel.
SCOPE:-
The main objective as project is to analyze the report comes the entire spontaneous as a model hotel emphasizing
on following area:-
METHODOLOGY:-
A) Primary Source: - The Primary data was collected during solution traditional in various departments and the
interview with hotel personnel.
B) Secondary Source: - The data was collected from several books, Journals, Magazines,
Newspaper brochures etc.
PURPOSE:-
Different hotels home different way as permanent their operation. Hotel industry is very service based
industry and lot of variations is made as per guest satisfaction.
LIMITATIONS:-
The study does not consider the financial and technical aspects as the hotel
Due to time lapse between collection of data and presentation certain facts and signs might have cleared.
anagement involves combination of various skills like management, marketing, human resource
development, and financial management, inter personal skills, dexterity, etc. Hotels are a major
employment generator in tourism industry. Work in the area of Hotel Management involves
ensuring that all operations, including accommodation, food and drink and other hotel services
run smoothly. The main areas of work are as follows:
General Operations:
Front Office:
It is the centre of all activities. Major tasks performed here include: providing
information, making room reservations and taking care of check-ins and check-outs, besides the
duties performed by the Personnel Department of any company.
This department keeps in touch with travel agents and tour operators as well as
other potential corporate clients in order to sell hotel facilities. Advertising and Public Relations
is also normally handled by this department.
This department is the hub of the hotel industry and is responsible for all the food
that is prepared and served in the hotel.
House Keeping:
The main function of the house keeping department is to make sure that all rooms
are kept in order and all the needs of the guests are met.
HOUSE KEEPING
industry. A hotel survives on the sales of room, food and beverage and other minor operating
services such as the laundry, health club etc. The sales of sales is maximum of 50% in other
words, hotel largest source of revenue is earn by sales of room because a room is once made
can be sold over and again. The housekeeping department has to primary functions, providing
clean interiors in order to increase sales and protecting the owners the investment in the
properties interiors. It is the executive housekeepers responsibilities to make sure that these
goals can meet on time, budget and highest possible labels of quality.
The role of housekeeping department is very simple, but when it is concerned to maintain a
house of several hundred rooms, a number of public areas, the tasks becomes challenging. The
yak n yeti has 270 rooms and spread across two wings- Newari and Durbar wings and only 246
rooms are operating for sales.
The hotel industry is fraught with competition, and two-thirds of the jobs available are service jobs, with the largest
departments being in housekeeping. All of the services offered by the hotel industry can be duplicated from one
location to another, from one country to another. Housekeeping can be a way to set a hotel apart from its competitors.
In addition, housekeeping establishes a hotel's reputation for cleanliness and quality. It is vital to have a strong
housekeeping department in the hotel industry, for the guests' health, safety and comfort.
Housekeeping
Housekeepers in the hotel industry are responsible for keeping the facility clean, safe and
comfortable for guests. Their jobs include cleaning rooms, changing bedding, cleaning all bathrooms, replacing
toiletries, cleaning common areas, doing laundry and ensuring a clean overall appearance. These individuals may
also be required to assist in other areas of the hotel. They include all levels of housekeeping, from assistants to
supervisors and executive housekeepers. It is important to have housekeeping available 24 hours per day seven
days per week for guests in the hotel industry.
Housekeepers
Housekeepers are specially trained individuals. They can be provided with performance-
development programs to improve their work and assist them in moving up in the hospitality industry. Housekeeping
in the hotel industry can be a stepping stone for future positions and promotions for housekeepers. These individuals
learn key communication and teamwork skills that can be used throughout the hotel industry, not just in
housekeeping. Proper selection and training are the key to maintaining a superior housekeeping department within
the hotel industry.
Additional Services
As with most services, the more a company can offer the more the consumer is loyal. The hotel
industry can offer additional housekeeping services, such as dry cleaning, laundry, shoe polishing and personalized
touches for return guests that will keep the guests coming back. Encouraging innovation in the housekeeping
departments of the hotel industry will continually create new services and add value for customers.
Challenges
Although housekeeping is vital to the hotel industry, there are several challenges. Ensuring the
efficiency of the staff and cleaning chemicals is important. In addition, reducing waste and reducing the environmental
impact of the hotel industry can be done through housekeeping. Training housekeeping staff to become more energy
aware will aid with energy conservation and also reduce the environmental impact of the hotel industry.
Housekeeping staff will also be required to anticipate guest needs. Finally, offering educational opportunities to staff
members on all these areas will reduce the challenges the hotel industry faces in the housekeeping department.
Trends
With the world's focus on recycling and conservation, the hotel industry must change some of its
habits. In addition, becoming more consumers focused, like offering a directory of lost and found items online, will set
a hotel apart from the rest of the industry. Promoting a spirit of innovation within the housekeeping departments will
assist the hotel industry in overcoming challenges and preparing it for smooth transitions to new trends and customer
expectations. With the many people traveling for vacations, business or visiting family and friends, it is vital that hotels
distinguish themselves from one another. Turning your hotel into a destination, rather than merely a place to stay,
through exceptional housekeeping and hospitality can provide a competitive advantage in the hotel industry.
Stripping Rooms
Many hotels require you to strip all rooms before you begin to clean them. Others will have you
strip the room and complete all tasks in that room at one time. Stripping the room consists of removing all dirty linens,
including sheets, pillowcases, bath towels, bath mat, hand towels and wash cloths.
When you are required to remove all linens from all of your assigned rooms before cleaning, you
will find that you can save time by checking the refrigerator, microwave, coffee pot, safe, closets and garbage cans
during the stripping process. This way you will already be aware of anything extra the room may need such as food
left in the microwave or the need to replace condiments. If you are required to strip a room and then clean it, you
could check these items in the same way but may find that you will save time by doing them as you go.
Ready to Clean
Now that the room is stripped, you are ready to begin cleaning. First you will want to get all linens
and cleaning supplies from your cart and bring them into the room with you. Having everything in the room with you
saves time walking in and out of the room to obtain new items. Start by thoroughly spraying the toilet, sink and
Beds
Once your bathroom is sprayed down with cleaner, it is time to make the bed or beds. If the room
has two beds, a crib or a rollaway bed, make all of them before moving on.
Dusting
After the beds are made, do a run-through of the room, collecting any soda cans, food wrappers
and other stray items that should be thrown out. Dispose of them in the room garbage can and move the garbage can
toward the door. Spray down the surfaces to be dusted and proceed to dust them. As you dust the clothing dressers
and nightstands, open the drawers to be sure there were no items left behind by the departing guests. Also as you
are dusting the furniture in the room, check that the clock is plugged in, working and set to the correct time. Make
sure that the phone is plugged in to the phone jack and there is not voicemail left on it that was intended for the
previous guest. This is also a good time in your process to make sure that the mirrors in the room are dust-free and
streak-free.
Replacing Items
Now that the room is dusted, replace any items that may have been used during the guests' stay.
Check for items that your hotel offers, such as shampoo, soap, conditioner, coffee, condiments, coffee cups, coffee
packs, laundry bags, water cups and ice buckets. Replace any of the items that are used or missing. Again, make use
of the in-room garbage cans for used items, such as shampoo.
If the room is equipped with a refrigerator or microwave, clean both next. While cleaning these
items, be sure they are plugged in and working properly.
Bathroom
Now that the rest of the room is clean and organized, it is time to clean the bathroom. If the tub and
shower appear to be heavily soiled, you may want to give them another spray-down before beginning to clean.
Starting with the bathing area of the bathroom, be sure to scrub and wipe down all walls, fixtures, knobs and the tub
area thoroughly. The entire tub/shower should be clean, dry and hair free when you are done with the cleaning
process. Next, use your spray, cleaning rag and toilet brush and scrub the toilet thoroughly. Again, be sure not to
leave the toilet wet or with hair on or around it. Repeat the process around the sink and countertop.
Floors
Most hotels have tile bathroom floors. If your hotel offers mopping solution, use it to mop the floor
from back to front so you do not leave footprints. If your hotel offers spray for you to mop the floor, spray the floor
generously and mop the entire floor, again front to back. Get around the edges at the base of the toilet and behind it.
Double check for hair or scuffs that may be on the floor. Vacuum the carpeted portion of the room at this time. Be
sure to get around the edges of the bed and other furniture.
Final Tasks
Take the garbage bags and supply the garbage cans with fresh bags. Replace the cans in the
proper locations in the room. Remove your supplies from the room. If your hotel offers an air freshener, use it as
directed at this time. While freshening the room, give each area another look to be sure there is nothing left
untouched.
Following this strategy will allow you to save time by always working while moving from one end of
the room to the other end, completing all of the tasks you can along the way.
One of the most important elements to a hotel's success is how clean the rooms are kept. Guests
are unlikely to return to a hotel that isn't clean, and even less likely to recommend it to other people. Most hotels
avoid this by following certain hotel housekeeping operating procedures that ensure every room is clean and safe for
guests.
Tidying
Most day-to-day housekeeping at a hotel involves procedures for tidying the room. When a guest
has not yet checked out, housekeepers are usually required to follow a shorter list of procedures. These include
making the beds, replacing used towels with clean ones, vacuuming the floor, removing trash and emptying ash
trays. Daily housekeeping may also include replacing certain items in the room, such as toilet paper, tissues and bath
products. In rooms that have a minibar, housekeepers may restock the bar on a daily basis as well.
Cleaning Linens
Many of a hotel's housekeeping procedures take place outside the guest rooms. This includes
washing bedding and towels. Hotel housekeepers use high-temperature washers that disinfect as they wash, along
with strong soaps and whitening agents. Because of the high cost of washing linens, along with the large amount of
water the procedure uses, some hotels offer guests the option of not having their linens washed daily. Bedding may
be left on the bed unless a guest removes it or specifically asks for it to be laundered. Some hotels also follow a
policy of only replacing towels left in designated areas so that guests can choose to reuse towels.
Disinfecting
Between guests, hotels follow a more stringent housekeeping procedure to prepare a room. This
usually involves all the tasks of daily housekeeping, along with a thorough vacuuming and the replacement of sheets
and pillowcases.
This is also when housekeepers disinfect a room using powerful cleansers. Besides keeping the toilet, sink and
shower free of germs, housekeepers also clean other surfaces such as tabletops, remote controls and doorknobs.
Housekeepers will also remove anything left behind by the previous guests and restock the room with stationary,
comment cards and other paperwork.
The duties of a hotel housekeeper are probably the most important duties that take place in a
hotel on a daily basis. If the housekeeper has not done her job to expectations, the hotel could
lose business. Hotel guests expect their rooms to be cleaned with the utmost accuracy and
attention to detail. The cleanliness of a hotel is the key selling factor.
At the beginning of each workday, a hotel housekeeper will refill her wheeled cart
with fresh bath towels, hand towels, wash cloths, fitted sheets, flat sheets, pillow cases and any
other linens required in each room. She will also refill her cleaning supplies as well as her stock
of coffee and other amenities that are often left in guest rooms.
The first part to cleaning a vacant hotel guest room is stripping the room, which
consists of pulling all the blankets, linens and pillows off of all the beds in the room in which the
housekeeper is currently working. She will also take all the used towels, wash cloths and other
bathing linens out of the bathroom. She will then have to ensure that these used linens get to
the laundry to be properly washed for reuse.
Garbage
Every hotel room has at least one garbage can in the room. The housekeeper
will have to empty the garbage can(s) in the room and replace the can liners with fresh, unused
liners. Before emptying the room trash, the housekeeper will generally clean up any garbage
lying around the room, such as tissues, candy wrappers or other trash items the guest may
have left in the room.
Each hotel will have a specific style and way to make the beds in the room. This
style may be different between bed sizes. The housekeeper will make each bed in the room
according to the style mandated by the hotel. A fresh set of bed sheets and pillowcases is used
to make the bed for the next occupant.
Bathroom
The guest room bathroom gets some much-deserved attention. After each guest
checks out of the room, the housekeeper will thoroughly clean the toilet, sink, bathing area and
floor of the bathroom with industrial cleaner. The guest bathroom is particularly important as this
is the area often filled with germs. There should not be a single inch left untouched in the
bathroom, including the walls.
Dusting
The room itself will receive a complete dusting from the furniture to the lamp
shades. Each item--including lamps, TV, phone and alarm clock among others--is checked to be
sure it is in proper working order. Amenities such as soap, shampoo and coffee are restocked
throughout the room.
Finishing Touches
After the housekeeper completes all of the above, she will then vacuum the
room. Many hotels will use air freshener before informing the front desk staff that the room is
clean and available for the next guest.
When guests check into a hotel room, it is neat and clean because of the efforts of the
housekeeper. Guests are also given housekeeping service during their visit and have the option
of posting a "Do Not Disturb" sign on their door so that the housekeeper will not enter the room.
In addition to regular cleaning services, guests can request additional cleaning if necessary due
to a spill or accident.
Duties
Hotel housekeepers are responsible for keeping guest rooms clean. They are also
responsible for providing clean linen and bedding, vacuuming and removing trash. In
addition to cleaning, housekeepers will also provide extra linen by request. They will also
perform a thorough cleaning after guests have checked out of the hotel. Housekeepers
may also be called upon to answer telephones or run errands, such as taking laundry to
the cleaners. Housekeepers are expected to be reliable and in good health.
Education
Most hotels don't require that housekeepers have a formal education, but most have at
least a high school education. If a hotel housekeeper has expectations of becoming a
supervisor, she may be required to have some college hours in addition to a high school
diploma. In addition, many supervisors are members of the International Executive
Housekeepers Association. This association offers two certification programs, the
Certified Executive Housekeeper, for those with a high school education, and the
Registered Executive Housekeeper, for those who have a college degree.
Training
Many hotels offer a training program for their housekeepers. New employees generally
work under the guidance of a veteran housekeeper. The new employee is taught proper
cleaning methods and how to safely use cleansing agents in guest rooms. As the new
employee becomes more experienced, he is usually released to work alone.
Warning
Since hotel housekeepers are constantly performing tasks that require bending, stooping
or lifting, they are susceptible to back strain and injury. In addition, their duties require
that they are always standing, which can lead to pain or soreness in their feet.
Responsibilities:
Plan and coordinate the activities of housekeeping supervisors and their crew
Apply human resource management skills, such as hiring, training, scheduling and
evaluating performance
Deputy executive house keeper assists the executive house keeper in day today
operations of the hotel. And also relieve him on his weekly off days also and acts as the
head of the department in absence of executive house keeper.
Responsibilities:
Sometimes, may need to take charge of supervising all operations when the head
housekeeper is not present.
Presides over staff meetings concerning operation issues and hotel policies.
Overseeing laundry and linen room operations, conducting spot checks of cleaned
rooms, and labeling and safekeeping of clients' lost belongings.
Coordinate with repairmen or inform the deputy head of damaged equipment and room
appliances.
Furthermore, assisting the head housekeeper in interviewing applicants and training new
staff are common tasks in deputy head housekeeper jobs.
Assistant executive house keeper is responsible to carry out the function in a particular
shift in 24 hours. He or She is directly responsible to the executive house keeper for the
maintenance and cleanliness of assigned area in a particular shift.
Responsibilities:
Manage and monitor staff assigned to the shift to ensure safety, quality control and
responsiveness.
Communicate in a manner that promotes teamwork, while briefing the oncoming shift of
what needs to be performed.
Maintain and utilize the proper personal protective equipment for the task being
performed
Promotes teamwork.
Support management.
Normally this person called linen keeper in many establishments and responsible for
providing clean, serviceable linen and uniform to all the staff members of hotel. As the
total staff of the hotel are practically in uniforms. The task of the linen keeper becomes
very critical and requires on accurate inventory control at all time.
Enhance the dcor of different areas of the hospital with floral arrangements
Record all lost and found items on as per laid down norms
FLOOR SUPERVISOR
Floor supervisor is responsible for maintenance and cleanliness of guests floor assigned
to him in a shift. The responsibility of the floor supervisor accompanies mainly the guest
rooms, guest corridors the store cases, floor pantries of allotted floor.
Inspect rooms
Reports of L and F
Public area supervisor is responsible for the cleanliness and maintenance of all the
public areas which includes the restaurants, bars, banquets, gardens, administrative
offices, shopping arcades, health club, swimming pool area, main entrance and car park
area.
Responsibilities:
To report to work within the requested time, prior to the commencement of duty, well
groomed and dressed to the uniform standards.
To treat all guests, members & colleagues in a polite and courteous manner at all times.
To anticipate guests needs wherever possible and react to these to enhance guest
satisfaction.
To promote a helpful and professional image to the internal and external customers
To ascertain a high degree of guest satisfaction (to receive zero complaints about your
department)
To have good knowledge of all the different types of rooms, hotel facilities, hours of
operation, restaurants and functions rooms. To be well informed about the special
functions and events held in the hotel on daily basis
To comply with the hotel legal requirements for fire, bomb threats and Health Safety.
To keep your work area clean and tidy all the times.
To maintain the professional confidentiality and never disclose any secret pertaining to
the company.
To see that all the room boys are working in their respective allotted rooms.
To have on job training for room boys and public area attendants.
To check that all the required standard stationary items are placed in the rooms.
To call all DND at 1300 hrs to check the status and service required.
To check each and every checked out rooms before releasing the guest.
Information board:
Cleaning schedules
Key board:
Entrance key
Others
Inventory of linen
NIGHT SUPERVISOR
A night supervisor handles all the housekeeping operations at all the night shift including
the desk control functions or operations issue of linen and uniform in emergency timings
Control guestroom keys with Front Office Manager and Duty Manager.
Assigns room for VVIP and VIP if not done before the night.
Works as Duty Manager at front desk with Front Office Manager and Assistant Front
Office Manager.
LINEN/UNIFORM SUPERVISOR
He assists the linen keeper in the issues and receives of the linen and uniforms of all
staff working in hotel.
To supervise the U/L Room staff in storing, issuing, repairing, altering and laundering of
house linen, table linen, guest laundry and staff uniforms up to the standard required.
ROOM ATTENDENT
They do actual cleaning of the guest room and bathrooms allotted to them on a
particular floor. The duties which are not in there scope are cleaning corridors, guest
elevators and floor pantries. Hotel room attendants are frequently called by a variety of
other names--including maids, housekeepers, hospitality specialists and cleaners. The
primary function of hotel room attendants is to ensure that guest rooms are fully stocked,
clean and acceptable to customers. To this end, they have a variety of duties each day
Each day, hotel room attendants visit guest rooms, stripping the beds and replacing
fresh linens and providing clean towels to guests. Linens and towels are washed on a
daily basis in the hotel's laundry facilities.
Hotel room attendants provide light cleaning including dusting, vacuuming, cleaning the
bathroom, washing windows and mirrors and emptying garbage before new guests
arrive.
Hotel room attendants replenish supplies of toiletries, coffee, tea and mini bar items
daily.
Hotel room attendants check over the inventory of room furnishings after guests
departs, advising supervisors if anything is missing or damaged. They also turn in any
items that have been left behind by guests and ensure that all appliance, televisions,
telephones, and heating and cooling systems are functioning properly.
Room attendants often provide complimentary turn-down service for guests, provide
them with extra pillows or towels upon request, pick up and drop off dry cleaning, shine
shoes and perform seamstress duties. They also are required to ensure guest privacy by
being careful only to enter rooms when they are empty so as not to intrude upon guests.
HOUSEMAN
All the physical cleaning in guests and public areas, heavy duty vacuuming, shifting of
furniture, cleaning of windows, mapping the areas and swiping the areas are in there
scope of duties.
Housemen are often responsible for responding to the needs of hotel guests or the
ongoing needs of the families that employ them to work in their households.
A houseman may be required to serve food and drinks, as well as doing the shopping for
these items and preparing them.
A houseman may also be responsible for the inventory of alcohol and beverages in a
hotel .
Some hotels require housemen to organize parties or meetings and to provide
assistance at banquets by carrying food trays, removing dishes and other related tasks.
He may also be required to make minor repairs to equipment during a banquet venue
and to respond to guest's requests
. A houseman may be assigned to maintain cleanliness in the banquet halls and other
areas of the hotel including stairways, halls and other common areas.
When housemen are employed with individuals or are required to transport guests to
and from the hotel to another destination, they take on the responsibilities of a chauffeur.
A houseman's chauffeur duties will often include driving his employers and being the
caretaker of their automobile. He will be responsible for keeping gas in the car and other
car maintenance issues like having it serviced as needed.
HEAD HOUSEMAN
He supervises the work allotted to houseman specially those working in public areas. He
also get deputed for the public area supervises in night shift and also could be in charge
of night shift in the house keeping department.
HORTICULTURIST
Manage the horticulturist function in coordination with the executive house keeper in the
entire hotel operations. The horticulturist as to ensure the smooth supply of flower for
making various interior arrangements in the hotel lobby, restaurant and other various
locations in banquet areas.
Direct responsibilities:
Daily cleaning
Periodic cleaning
Gardening
Indirect responsibilities:
Saving electricity by switching off lights and fans when not in use
Arranging accommodation facilities for visitors and providing food during their
stay at the hospital
General working knowledge of sanitation, laundry operations, linen service and interior
decoration
Ability to assign, supervise and evaluate the work of subordinate supervisors and their
personnel
A pleasant personality and the ability to converse with all types of people
An ability to hide personal likes and dislikes and to be conscientious, fair and just
Be strict with respect to punctuality and observance of rules and regulations of the
hospital
A sense of humor
In the hotel there are 270 luxurious rooms but 246 are operated to sakes. The rooms are
of different types:
Double rooms
Inter connected rooms
Suites
Executive Suites
Business Suites
Junior Suites
King Studio
Tibetan/Newari Suites
There is one pantry on each floor in the old wing and two in each floor in the new wing.
Yak & Yeti's 270 rooms and suites have been carefully appointed to the highest degree
of comfort and convenience. All rooms have en-suite bathrooms, International Direct Dial
telephones, color television and a fully stocked mini bar. Guests travelling on official
matters can make use of the business centre that offers two well appointed meeting
rooms and a privately equipped office space. The hotel also provides excellent banquet
facilities that cater to your private events. Leisure facilities include tennis courts,
swimming pool, sauna, Jacuzzi and a fitness centre, complete with state-of-the-art
gymnasium and spa. All rooms have en-suite bathrooms, International Direct Dial
telephones, color television and a fully stocked mini bar. Guests travelling on official
matters can make use of the business centre that offers two well appointed meeting
rooms and a privately equipped office space. The hotel also provides excellent banquet
facilities that cater to your private events.
Deluxe rooms
The Durbar wing is the latest contemporary addition to the hotel's accommodation.
International elegance is evoked in gentle shades of peach and pale yellow while subtle
Asian mysticism is evoked in the museum pieces adorning each room. The stunning
Himalayas, the city and lush gardens compose the outer landscapes. The Durbar wing is
proud to offer Kathmandu's first and only non-smoking floor courtesy of choice.
Facilities
Mini bar
Bathtub
Bathroom Telephone
Mini Bar
Superior room
The traditional wing of the Hotel Yak and Yeti is called the Newari wing. In these special
rooms, rich Newari woodcarvings frame inlaid brick-walls set against peacock blue and
autumn dcor. Authentically Nepalese, antiquity and fine craftsmanship are honored in
every detail of design. What's more, all rooms offer a garden or city view with the
grandeur of the Himalayas serving as a natural backdrop.
Facilities
Mini bar
Bathtub
Mini Bar
Club Shangri-La
At the Yak & Yeti we value tradition and history while providing modern facilities to the
business traveller. That's why we have the Club Shangri-La, an exclusive executive floor.
Dedicating a host of facilities to the discerning business traveler.
Facilities
Executive lounge
Bathtub
Mini bar
Express check-in/check-out
This junior suite offers the contemporary accommodations accented by antique treasures. With
a gracefully appointed living area joined by a large restful bed rooms the soft warmth of the
junior suites
The suite is the discerning business travelers home. Designated with refined elegance,
be greeted by the comfortable and sophisticated living rooms of this special room. As the
workday comes to a close, pamper yourself in the solace of a quiet bedroom or soak in
the warmth of the business suites fully appointed bath. Both the junior suite and the
business site have been designed in contemporary style offering city facing and garden
views. Large screen television sets,
carefully selected antiques and a king size
bed offer extra comfort.
Facilities
Mini bar
Bathtub
Bathroom Telephone
Cordless telephones and facsimile machine in the Club Shangri-La Executive Suites.
Suites Rates
Club Shangri-La
The above rates are subject to 10% Service Charge and 13% Govt. Taxes.
1. Laundry
2. Linen and Uniform
3. Desk
4. Seamstress section
5. Lost and fund sections
6. Horticulture
7. Public Areas
Laundry Department:
The laundry area of the hotel is well equipped with latest equipment and good concept of
human engineering. And the area of laundry in the hotel is an extremely energy intensive
area of the laundry. Loading and washing area are so noisy that it is so difficult to adjust
with that newly environment any way I did 2 days over there. The primary function of the
laundry department is to provide cleaning and pressing service for guest clothing and to
a clean and press all linen and uniform .For the hotel, the principal objective of the
department is to maintain high standards of sanitation, clean linens, efficient production
and guest service. It is closely related in day to day operation in the housekeeping
department. Laundry provides the service for both the hotel linen and uniform as well as
for the guest uniform.
Laundry Procedure:
The room attendant should note heavily stained linen when they remove them from the
guest room and keep them separate, so it will be noticed in the laundry for spotting/stain
removal (and so it does not get washed with the other linens). For example, a way to
mark linens needing special treatment is to store them inside a pillowcase.
Keep the linens off the floors and away from the cart wheels. Soiled damp linens should
be washed promptly and not allowed to sit in carts or chutes for long periods (mold and
mildew could grow).
Sorting
Wear gloves when handling soiled linen. All linens should be opened up fully to look for
stains and to shake out any loose items/soils wrapped up in the linen. Sort linens by load
type and by degree of soiling
Washer Loading
If you have a scale in the laundry (this is preferred), weigh out each load to within 90 to
100% of the reco load. Do not overfill a machine or the quality of wash will suffer.
Undefiled loads waste money and time.
Wear protective gloves and glasses. Unscrew the proportioning cap connected to tubing
on the empty bucket and set cap somewhere it will remain clean. Move empty bucket
away from position. Set the new bucket in place with the shipping cap secured. Loosen
and remove the shipping cap with the cap wrench. Screw the proportioning cap (with the
tube) to the bucket and tighten. Make sure the right proportioning cap is connected to
the right bucket by matching colors. Screw the shipping cap from the new bucket onto
the opening of the empty bucket. Dispose of the empty bucket in the dumpster.
Washing
Select the appropriate washing machine program for the type of load in the washer and
also select the appropriate dispenser program number. Stagger the starting times of the
washers at least 2 to 5 minutes.
Extracting
Linens should be only slightly damp after the wash cycle is completed. If there is water
dripping from the linens, contact your machine supplier to check the extraction time.
Drying
Lint filters should be cleaned at least once per day or as specified by the manufacturer.
Dry linens as soon as the washer is finished. Do not mixes load types in the dryer. Do
not over dry linens; use a cool down tumbling period to minimize wrinkles. Do not leave
Finishing/ironing
Only feed linens at the proper moisture level through flatwork ironers. Keep the ironer
clean and do not iron dirty linens.
Folding
Storing
Let the linens rest for a day before using. This will increase linen life and decrease
wrinkles.
Keep the clean and folded linens off the floor. Do not jam a stack of linens into the room
attendant carts or onto shelves (may tear or wrinkle them).
Miscellaneous
Having to strip rooms to collect soiled linens to begin washing is a waste of labor and
prevents the linens from resting.
Take inventory every couple months and replace linens as needed to maintain par.
Use spring loaded cart inserts to keep the linens within reach of the workers.
Keep the inserts and the carts cleaned regularly (especially the bottoms). If possible,
have carts designated for dirty linens and separate carts for clean linen.
Keep an adequate supply of rags in the laundry and on the room attendant carts, so
workers will not be tempted to use good linens where they may be ruined. Cleaning rags
should always be sorted from guest linens and washed separately.
LAUNDRY MACHINE
Percholroethyline:
Dry cleaning solvent, used only for dry cleaning purpose in dry cleaning machine.
Purpose:
Used for dry cleaning
Woolen, silk, pasmina and suit are only used for dry cleaning
If the cloth has oil stain dry cleaning is done.
Wash and dry.
Only dry not cold
Use manual and automatic system
All the chemicals given below are used in laundry department of Hotel Yak and Yeti,
Kathmandu. These chemicals are manufactured by Johnson diversity India Pvt. Ltd.
1) Liquid
a) Clax 100 OB
b) Al1
To be dosed as per the prescribed wash during automatic dosing pumps. Refer technical
information sheet for additional.
Caution: -
Liquid Alkalinity builder/booster, use in medium water hardness. Use without phosphate
To be dosed as per the prescribed wash during automatic dosing pumps. Refer technical
information sheet for additional.
Caution: -
Wear suitable protective clothing, gloves and eye/face protection. In case of contact with
skin immediately wash with plenty of water
Clax Xtrasoft is a rich perfumed fabrics softener especially formulated for use in
commercial and on premise laundries. The product is suitable for application on most
type fabrics and can be manually or auto dosed. The perfume content is good fabric
substantive, thus perfume on fabric even after linen is dried at high temperature.
Clax 100s is concentrated liquid emulsifier for effective removal of stubborn minerals oils
and greasy soils.
Recommended dosage is 2-4ml/kg of dry load together with appropriate amount of clax
100L
Caution: -
Use with care. Wear suitable protective clothing, gloves and eye/face protection. In case of
contact with skin immediately wash with plenty of water and seek medical advice.
2. POWDER
This is a detergent use in laundry. Use for any types of cloth white in color
b. Clax Boost/Alkanic:-
It is a soda which is used to boost the thin thread of towels which extract all the dirty
particles, white in color.
d. Oxlick (Acid):-
It removes the stain of iron, can be used only on white cloth, it brighten up the cloth.
e. Clax Action:-
Drying Capacity
Machine
The above machines are used for the purpose of drying the wash clothes which do not
need to be pressed. If they need to be pressed then they are directly taken for pressing
in flat iron, roller iron or steam where the linen will be completely dry and pressed.
Especially towels are dried in the above machines and they are kept by folding. But bed
sheets, night sheets, napkins, shirts, paints etc are not need for drying they are directly
taken for pressing
VALET SERVICES
One of the primary roles of the laundry is to provide valet services to house guests. A
valet is one who, on call, fetches soiled clothes from guests rooms and returns them
either washed or dry cleaned as per the guest demands. In hotels that do not have an in-
house laundry, it is the housekeeping Department that provides the valet services. The
HK control Desk phone number in such a case is listed in the guest room directory of
services. It is essential for housekeeping personnel to know that in a guest room there
are two laundry slips distinguish by their different colors. One signifies cleaning
requirements while the other washing requirements indicate both forms have similar
listings of various common garments that gents and ladies wear. The guest is required to
fill the appropriate form and submit it along with the soiled clothes in laundry bags
provided. Sometimes the valet is required to fill the form in presence of the guests. What
must be noted is the guests name, room number, signature and most important when
the laundry is required. For same day services the hotel levies and additional charge. If
the hotel is unable to provide a same day service the valet must inform the guest
accordingly. The valet must inspect each soiled garments of the guests and bring to his
notice any tear, stains etc that he may like to have attended to. This is also a precaution
list the guest sues the hotel for damages. There are times when a guests leave his
laundry bag in the room without informing the laundry when he goes out. It is then room
attendants responsibilities to call laundry and deliver the laundry to the valet
TASK OBSERVED
Uniform room is another major section of housekeeping department in Hotel Yak & Yeti
which is situated on level one just close to lockers of both ladies and gentlemen for
making easy to exchange their uniforms. Staffs use many types of uniforms like guest
hosts and hostess, male & female front desk personnel, bell attendants , chefs, staff,
workers etc. so, the uniforms of staffs are responsible to supply right uniforms to the
right persons according to the hotels standard at right time by proper record. Linen room
also functions as same as uniforms room but the difference in uniforms rooms is directly
related to the employees but linen room is related to the guests. The main duty of linen
staff is to collect the fresh linen from the laundry by counting and recording to the
logbook and give linen to Housekeeping department as well as food & beverage
department. Large amount of revenue is invested in the linen so the main responsibility
of a linen room staff is to take care and maintenance of the linens used in hotel.
I was assigned in this department for whole day. During the day I get chance to learn
many things about the procedure of linen room like for examples handling different
kinds of linen to different departments after taking proper sing, preparation of different
kinds of register like shoe register, inventory register, linen inflow and linen out flow
register. I got the knowledge of par stock and process of budgeting in linen room.
Always issue a new uniform against the authorized letter of the HODS
Always issue fresh uniforms and towel against the soiled one
Keep record of every received uniform and count the total received
I was kept in linen and uniform department under the supervision of Mrs. Nisha. I was placed
there for two days where I learn the system of issuing the linen and its storage.
Stacking the fresh linen and uniform on the rack and hanger
Prepare the discrepancy report against the occupancy list made by the
attendants and front office occupancy report.
SEAMESTRESS
This section is involved in the stitching and mending of the locations of the hotels linens
and staffs uniforms. The sections are adjacent to the linen and uniform sections for the
smooth operations. It is also responsible for mending of different torn upholstery
furniture.
It is small sections located in the desk where all the lost and found items are reported
and recorded. It consist a secure, cool, dry cupboard. Any articles found by the room
attendants while cleaning the room should be deposited in the lost and found sections.
To encourage the attendants to deposit the found items the housekeeping departments
rewards the persons with Rs 500 and an appraisal letter. The deposited items are kept
for the six months if not claimed by the owners within this period is given to the persons
who found the items.
HORTICULTURE
Horticulture is the science of gardening. This section is involved in keeping the hotels
gardens clean, watering the plants and flowers in the hotel areas. The sections is also
involve in the flower arrangements for decoration where they are placed in Restaurants,
Receptions, Lobby, Corridors, Rooms, Restrooms and special decorations in banquets.
The sections look after the gardens, parking in front of the Kumari Halls Terrace.
Her/she is responsible for the cleanliness and aesthetic up keep of the public areas like
lobby, functions areas, dining areas, summing pool area parking area etc.
Making sure that the public areas are clean all the items
Suggestions the executive housekeeper with ideas to make public areas more
tidy and attractive.
During the first hour of the work public area attendant does the dusting then
broming and mopping in the picture, elevator, regal hall, stair case, shopping
arcade area, lobby area, atrium etc.
Broom all the areas, mop the surfaces and Hoover the carpet.
ROOM ATTENDANT
Never leave a unlocked occupied room unattended, even for minute, always be present
in the room
Do not open the guest room for anyone else unless you are sure the persons is
occupying a particular room
Scanty Baggage
Drunken guest
Miss-use of room
Sick Guest
Knock at the door with knuckles, do not use room key to knock
Always knock the door before entering the room and ask if the room should be clean or
FLOOR BOY
Made the room attendants available with fresh linens and supplies
House Man
To work at Housekeeping department and to ensure the maximum supply of the guest
supplies at the guest floor and to the standards required by the hotel, houseman plays
an very important role. He is responsible for floor supervisor.
Receive a fresh linen from the linen room and supply it to the different floors pantries
Collect soil linen from the maid cart to the floor pantry
Separate the different soil linen and make a count, record each linen at floor linen control
sheet
Now take this soil linen to the laundry and report to the linen room.
Collect garbage from the pantry in a garbage disposable bag and dispose it.
In every star hotel, there should be a small mini bar which includes different drinks with some snacks. The
mini bar is responsible for handling the bar items inside the room .
PROCEDURE
Collect the arrival and departure report for the day from the reception
Imported whisky
Imported gin
Imported Vodka
Canned Beer
Aerated Drinks
Chocolate
Snacks/ Wafers
CLEANING
Housekeeping in a hotel is a very physically demanding job that includes many, varied
tasks. Typically, in this case study, housekeepers were responsible for cleaning 16
rooms per shift. The actual amount of work depends on the size of the room and the
number of beds. A housekeeper needs between fifteen and thirty minutes to do one
room. A housekeeper carries out the following tasks:
making beds
tidying rooms
washing floors,
Vacuuming.
Other housekeepers only clean guest rooms. An especially thorough cleaning is done after the
occupants of a room check out. Using a large wheeling cart to hold supplies, guest room
housekeepers bring clean linen, bedding, cleansers, and all other necessary cleaning
equipment to the rooms. The housekeepers replace soiled linen and towels; restock soap,
tissues, and drinking glasses; disinfect bathroom surfaces; dust and polish the furniture; remove
all trash; vacuum the carpet; and wash any uncarpeted floors. Before leaving, they check to
make sure that the room is spotless and ready for new guests. If housekeepers notice anything
in a room that is not working properly, they report it to their supervisor, the executive
housekeeper. They also send to the lost-and-found department any articles that previous guests
may have left in the rooms when they checked out.
Aside from doing laundry and cleaning guest rooms, housekeepers replace light bulbs, wash
windows, empty ashtrays, and clean hallways and stairs. Some housekeepers make sewing
repairs or upholster furniture. Others work in lobbies, lounges, and conference and banquet
rooms, where they clean carpets and move and set up furniture. In small hotels housekeepers
usually perform several of these tasks.
Stop and look at your hotel through your guests' eyes. Is the hotel clean, and do you provide
good services? Are the billboards painted and are all the lights working? The same goes for the
property signage. That may be highway or city land at your entrance and their road crews will
clean it up once or twice a year, but it is your entrance, your image of your hotel. Mow the grass,
edge the sidewalks, and pick up the daily trash. Is the parking lot clean? Is it restriped once a
year and are pot holes filled? An unkempt exterior means dirty rooms to a customer. What is
your curb appeal to your potential guest? Are the light fixtures at the front door filled with dead
bugs?
Is the entrance door handle worn out and are the windows filled with credit card decals? Every
hotel accepts credit cards; why advertise for them? You don't see the decals on Hilton and
Marriott doors. Is the lobby warm and inviting? Remember, this is where you welcome guests
into your hotel. Use sofas, easy chairs, and table lamps (warm white fluorescent light bulbs
instead of cool white for a softer glow). Is the front desk uncluttered, with only the hotel logo or
an appropriate picture on the back wall of the desk? Only four signs should be posted, and all
tastefully done.
Your hotel room is your home away from home, with a few exceptions -- hundreds of strangers
from every corner of the world have slept there, and the hotel staff may not have the same
standards of cleanliness that you do at home. It's nice to have someone fold up your towels and
make your bed while you're out exploring the world, but in terms of sanitization, a neatly made
bed does not equal a germ-free room.
A study conducted by the University of Virginia found that people infected with a cold that spent
a night in a hotel room left contagious germs on nearly 35 percent of objects they touched. The
study showed that a virus can live on objects like
faucet
handles and ice buckets for at least a day -- disturbing evidence of what might be waiting
when you wheel your suitcase into a suite. Are you prepared for a dirty bedspread, a
scummy toilet or even a bed bug infestation? It's highly unlikely that a slightly soiled bathroom
floor will put your life in danger, yet an unclean hotel room could affect your health; the most
common afflictions are colds or stomach viruses..
BRUTE Containers Janitor Carts WINDOW Cleaners Netural Cleaner Deodorizors Glass
Cleaners
Wax Strippers Carpet Cleaner Stain Remover Dispensers Disinfectant Stainless Steel Cleaner
Guests like their hotel room to be squeaky clean and to smell fresh. The manager of
the housekeeping staff or another upper management staff member is generally in
charge of making sure that the quality standards of the hotel are followed with regard to
cleaning the rooms. Managers supervise housekeepers and inspect the rooms for
optimum results and guest satisfaction. Housekeeping personnel assigned to each room
are expected to properly complete a series of cleaning and sanitizing duties as outlined
in the steps that follow.
I was assigned in the room cleaning for three days. I had worked as a room attendant in
all floors of the hotels where my duty starts from 8:00am to 4: oo pm. After the short
briefing and the work allocations of all the staffs they all will move to their work and I was
assigned as a helper to the room attendant. In the briefing all the staffs are given the
information about the total occupancy, total departure and total VIPS in the hotel and
also the banquet functions to be in hotel.
Obtain room duplicate keys after briefing and report immediately to areas of assignment
designated by the supervisor on duty.
Make-up-Room
Knock on the door gently 3 times with your hands and open door lock slowly. Announce
for Housekeeping or Maid Service.
Special note:
See if someone is in the room sleeping or awake. If sleeping, close the door slowly and
lock it slowly. Report immediately to Front Office and record it in your Housekeeping
Report.
If someone is in the room and was not able to hear the first announcement for room
make-up, announce it again and greet the guest. Ask if room make-up will be done or it
may be scheduled later if he/she wishes.
Strip the bed and shake soiled sheets gently before counting of items. This is to look for articles
that guest might mistakenly rested it on the bed, (be careful on breakable items). If bed does
not requires stripping for change of linens, make sheets installed the same as it were originally
made and prepared according to your supervisor design and instruction.
Check the mattress for burns, spots, stains or damage > inform supervisor
At the head of the bed, turn top sheet over the blanket about 25 to 30 cm
Miter the top sheet and blanket in the bottom, left-hand corner of the bed and tuck them in
along the side of the bed.
Miter the bottom sheet at the right foot of the bed, followed by the top sheet and blanket.
Move down by the right ahnd side of the bed and miter the bottom sheet in the top right
corner.
Fold the top sheet over the blanket so it is even with the left hand side.
Make sure the top sheet and blanket are neately tucked in along the sides and the foot of
the bed.
Fold the bedspread down from the head to the bottom of the bed.
Place the pillows at the head of the bed with the tucked ends facing the center
Pull the bead spread over the pillows and tuck in the bedspread
Shower area
Toilets
Walls
Fixtures
Floor
It is important to work from top to bottom to avoid spotting or dirtying areas already cleaned. As
you clean the bath room, continually check the condition if they need ot be repaired.
Check for finger prints and other smudges on the walls, especially around light fixtures and
electrical outlets.
Check for hair at the bottom of the water stopper in sink units and bath and shower tubs.
The necessary cleaning equipment should be stocked conveniently in the hand caddy.
Disinfectant
Towels, wash cloth, bath mats, toilet and facial tissues as well as guest amenities should be
replenished according to company standard.
Mopping the floor: start with the far corner and work backwards towards the exit.
Gather your things and make a final check, scan all surfaces from the ceiling to the fixtures to
the floor. Make sure you leave the bathroom in the best possible condition.
This is the service provided by the hotel to the all occupied room at every evening
between 5 pm to 7 pm. As like the morning services the maid/housekeeping service
comes and straightens out your room for you one last time. and turns your bed sheets
and blankets down and usually leaves you mints or something on your pillow for a little
treat. They usually sneak in while you are out for the evening.. They don't usually come
in if you're there.
PROCEDURE
Turn the blankets along with the sheet in a triangular shape on the guest entering side
Turn the bedside lamp and place the slipper at the foot of bed
To set a Trolley
The room attendants trolley is the ideal equipment for the room attendant to use in
transporting all the equipment required during the process of the cleaning guest rooms.
The trolley is on constant display to guests who pass by it when moving along the
corridors, it must therefore be CLAEN and TIDY at all times
POINTS TO REMEMBER.
Arrange the clean linen neatly on the shelves provided .Take enough for the number of rooms to
be cleaned.
Make sure that all cleaning equipment i.e. deck scrubber and materials i.e. special cloths are
placed in their correct position on the trolley and in an organized manner.
All equipment must be clean i.e. the caddie box .It is not acceptable to see buckets which have
grease rings inside them or full or dirty water ,or bits of used soap scattered around.
Remember to take the sack for soiled linen for washing in the laundry regularly .It should be
repaired whenever it s torn.
Remove soiled linen to the dirty linen trolley in the pantry as often as required
.Do not leave the soiled linen sack on the trolley over flowing with dirty linen.
Always keep the supplies i.e. soap, toilet paper, stationery, laundry bags, candles, candle
holder, vale mats, ash trays, coat hangers etc. on top of the trolley in an orderly fashion
Do not leave the trolley in the corridor unattended .When going for
break i.e. lunch, tea etc ,or when going to the laundry ,remember to
lock up the trolley in the pantry
DUSTINGS
Use a systematic and orderly approach for efficiency and ease. Start dusting at the door and
work clockwise around the room. Begin always with the highest surfaces so that dust does not
fall on items you already cleaned. If using a dusting solution, spray it on the cloth. Never use a
solution directly on the object > can cause stain or stickiness.
The following should be dusted and/or polished (depends from one property to another):
Picture frames
Mirrors
Head boards
Bedside tables
Telephones
Windowsills
Chairs, desks
Vacuuming
Before vacuuming loosen dirt around baseboards with a broom or rag so it is easier to
pick up. Run the hover all over exposed areas that you can reach, including under the
tables and chairs and in the closet. Inaccessible areas (under the bed or heavy furniture)
are normally cleaned on a special project basis. But you must check under the bed for
any debris which must be removed or lost items. Start at the farthest end of the room
and vacuum your way back. Close windows, close draperies and turn off lights as you
walk back.
Carpet Spotting
Considering all the time and effort housekeeping staffs spend cleaning and maintaining
expensive carpet, no one wants to see a spot or stain. Discolored or dirty-looking
blotches ruin the appearance of any carpeted area, even if it was just cleaned. Carpet
spots and stains that only take seconds to create can linger in carpet after many
scheduled cleanings if they are is not addressed properly. Luckily, housekeeping
executives can take care of these big problems in just a few small steps.
Apply as little spotting agent as necessary. For water-based spills, such as cola, juice,
coffee and tea, use a neutral water-based spotting agent. For oil-based spots, such as
grease, gum, lipstick, magic marker and ink, use a dry solvent spotter. Apply the solvent
to a clean, white towel and blot the spot.
The vacant rooms in the hotel have to be dusted, aired damp-wiped and checked daily.
Some establishments have all their beds turned down in the evening .Whether the
rooms are going or not.
Look at the condition of the room .If the linen, waste baskets, T.V., e.t.c. are
missing or furniture is damaged or broken report to the housekeeper immediately.
4) Check for any item the guest might have left behind;
i. In the balcony
v. In the wardrobe
5) Switch off all the lights, T.V., air conditioner and vape device left
on .If not on, check whether they are in good condition and switch off.
6) Remove waste and trays from bedroom, bathroom, clean ashtrays and waste
containers.
7) Strip the bed gently (remove them item by item) shaking it carefully
off the bed .Check for valuables .Remove dirty linen from the bathroom .Take it to
the trolley .Remove any bed board at this time.
8) Bring clean linen and place on clean surface i.e. the other bed.
9) Bring all the necessary cleaning materials and place near the balcony.
Daily cleaning procedure of occupied rooms is the same as the one used for checkout
(vacant) rooms. The only difference is that in a departure room, thorough cleaning must
be done and some of the supplies replaced i.e. soap, Depending on the policy of the
hotel, bedlinen in occupied rooms may or may not be changed daily. The actual method
of cleaning departure or occupied rooms varies from hotel to hotel.
Knock the room saying housekeeping for three times and if not opened you can open the door
with the key
As you enter switch on the light and make sure the guest is inside or not, if the guest is inside
wish the guest and ask the permission for the clearance of the room
If the guest allows opens the curtain and windows and make the room fresh close the air
conditions
Cleaning of the bathroom and replenish of the amenities and room supplies
Check of the functions of the equipments like TV, air conditions and any other items
Close the windows and curtain and switch of the lights and on the air conditions
Make the bed with the changing of the bed sheets and pillow cases
Do dusting disinfectant
Lock the room with switch off lights and any electrical equipments
Scrub the bathroom tile with scrubbing brush by using the vim powder
To clean ceiling use long broom and remove dust and cobweb
Windows Cleaning
Dust the whole area of window and wipe the window with green pad and detergent
Wipe it and remove the stain from the window pane by using blade or thinner
Furniture Cleaning
All the chemicals given below are used for cleaning in housekeeping department of Hotel Yak &
Yeti
Taski R1 Normal Soiling : 20-50ml Sink, Tub Tiles, Floor & fittings cleaning cum
Heavy Soiling : 50-100ml Safe for use in marble & granite sanitizer
concentrate
All hard Surface Hygienic Hard
Surface cleaner
Taski R2 T.V cabinets, Photo frames,
Hard Surface concentrate
Telephone etc including shiny
:20-50ml
floor surface like polish marble
10-20 ml Glass cleaner
TASKI R3
20-50ml concentrate
All types of glass, window mirror
Taski R4 Ready to use product and glass display
All wooden surfacecases Shine up
furniture
maintainer
Taski R5 Ready to use product Guest room, banquet halls & Air Freshener
office rooms
Taski R6 Ready to use product Remove lime scale deposits &
stubborn stains & leave toilet
Analysis
Housekeeping department has good intra and inter departmental relationship. Within the
department, all the staffs are helpful & co-operative to each other. Therefore, working in
housekeeping is easy and efficient
To keep a tight control on rooms, the house keeping and Front Office have to be closely
coordinate. Housekeeping provides room status report daily to front office daily in a fixed time,
which makes front office easy to sell the rooms. Front Office also informs housekeeping about
arrival, departure, VIPs & any extra requirements immediately. Therefore, working procedure is
easy and efficient for both departments. This departments is close with engineering department
regarding repair maintenance and installations of equipments and other physical features
Comments
All the things and equipments are well managed and utilized but as I am concern, manpower is
not enough during high occupancy.
OBSERVATION
I was assigned to work in the house keeping Department from 21 September, 2009 to 29
November, 2009 Housekeeping department is the master pillar of the hotel that assures the
long life of the property and also the cleanliness of the entire hotel
It was really enthusiastic and fruitful to work. I got an ample opportunity to gain knowledge and
learn people working in this department. They were encouraging, cooperative and co-ordeal and
always shown keen interest to make us learnt. The staffs were to the humankind and feel glad
to provide the standard services to the guest so that they could find a homely environment.
The thing I found there that the hotel shows a keen interest to uplift the personal development of
the staffs by holding the training programmed that used to be once a week. I also get to learn
the use of various chemicals and techniques of the cleaning so that the work can be performed
effectively and efficiently. I also got to glance various equipments lively that we heard and read
only.
In fact, a single month working in this department was single piece experienced that can be a
sharp weapon to fight against the completing cosmos.
CRITICS
I was assigned as a trainee for one month in the Front Office Department. During this period, I
got a chance to implement my knowledge and skills which I had gained in the college. Also, I
had a pleasure learning new things and know the department personnel and environment
through different aspects. For which I had categorized into two views:
Positive:
In Yak & Yeti, the front Office department is the young generations department, where I learned
much more and done my work with very comfortably and easily
All the staffs and personnel were responsible with their duties.
Negative:
For trainee, in this department, there is no work load or any tension. So sometimes, the staffs
used to send or transfer trainees to other departments to do different works
Mostly trainees are asked to come at night for the reception. So we didnt get the chance to
learn much about reception.
SWOT ANALYSIS
Too often when a business analysis is unstructured, the results are confused and subjective.
SWOT analysis overcomes this by concentrating your thoughts on four key area of assessment.
SWOT is an acronym for Strengths, Weakness, Opportunities and Threats. It provides a frame
work for assessment of the informations that you have gathered about your business
Strengths may include: a good local reputations, prime site locations, low staff turnover or
dominance of key markets e.g. first choice for wedding, reception. Once identified, strengths
can be built on. Weakness can range from old premise which require upgrading to lack of social
skills among staffs. You ignore weakness at your peril; the purpose of identifying them is so that
you may plan to reduce or eliminate them Weakness and strength are matter of costumers
perception. It is not what you think that counts.
The third element is business opportunities. How can current weakness be developed into new
strengths? Equally, present strengths may be enhanced to overcome threats. Threats may also
be internal and external factors./ There may threaten the profitable future of the business. It
could be the possibility of the major competitor moving into your area, or a new by-pass which
will take chance trade away, or the pending retirement of your head chef after 20 years.
SWOT analysis takes time and effort. Practical experiences show that it is a worthwhile
investment. It is not just a question of analyzing statistic; it requires creative interpretations and
lateral thought.
A SWOT analysis will generate a list of information needs. There will be areas of assumption
that have been made that will require further research; they must be clarified and confirms
otherwise your decision-making process will be flawed from the outset.
CONCLUSION
During these six months, in Hotel Yak & Yeti situated at the heart of the Kathmandu city, I got
the chance to implement my knowledge and skill, and also got to learn many new things in
various departments. For which, I was assigned as a trainee in different department where I got
chance to experience to work with different people.
Staffs in this hotel are very helpful, cooperative and qualified. These people helped me a lot
during my training. Here, I got opportunities wherever I did my training. I was helped a lot to
improve myself mentally and physically. One important thins is that they have always encourage
me to do the new job and they never showed any angriness towards me, even though when I
made a mistake. Instead of being angry they used to tell me mistake gives you a opportunity to
learn new thing but never repeat same mistake again.
In this Hotel, I got chance to see and work with the people from different cultural backgrounds.
There, I got to know the different culture, behavior and life style of the people from different
places. I found the different working environment. The working environment of the hotel doen
not let you think that you are working for others.
During my training period, I also got to know the hotel industry and hot it functions. I learn
operational aspect pf the different departments of the hotel. During my suty hour I learn too
many things and at the same time I enjoyed the work also.
When I had firstly joined NATHM I was totally unknown to hotel Industry. As I finished first
semester, I got little idea about hotel and how a hotel functions. Even from then, I was confused
whether I will be able to adjust in the hotel environment or not. But after finishing my first year I
get to know about the hospitality language. Then, after finishing second year, for the fulfillment
of the degree course of TU, I was sent tone of the Historical wonders of the world, Hotel Yak &
Yeti. There I started my training with nervousness in my mind that I will be able to fulfill the
organizations requirements or not. But, the kindness and the leading personality of the
managers and executives cured my nervousness as a medicine.
This industrial training in Yak & Yeti taught me what the hotel industry is all about. After Finishing
five months of training in Yak & Yeti, I feel now I am an able persons and can build up myself
confidence. So the training is important for everybody, which shows the right path for a persons
to respective field.
One important thing is that, now I can work in any working environment. This internship helped
me to develop my skills and knowledge which, I get from the college study. I hope this will help
me to achieve my future goals.
Overall, training in Hotel Yak & Yeti resulted excellent for me. Staffs/ Employee of this hotel
know hot to behave and show their attitude towards other people which made me easier to
explore my wisdoms and gain more knowledge. It also helped me a lot by allowing to hands on
training on every hotel operations