Report On House Keeping Department For Nathm Internship at Yak N Yeti

Industrial Training at Yak & Yeti
ACKNOWLEDGEMENT
Being a student of Hotel Management it is very much essential as

well as important factor to be more practical and familiar with the
industrial exposure with aware of the hotel culture. For the
same purpose BHM program of TU Board is schedule in such a way
that each and every student of it has to undergo on a
training/internship of six months at various hotels(including chains
and stars) within and outside *(if possible) of Nepal. So that
student can boost up their confidence level which helps them in
sharping up their knowledge and gaining the experience which can be
very much useful tools in kicking/starting up their professional carrier
and gearing it up even in a very short period of time on their
interested and related field. As an undertaking BHM program
student of a TU Board I was also undergone on a training/internship
at Hotel Yak & Yeti as a part of my industrial exposure. So on the
basics of basics based upon my experience, study and observation
at the venue; I have prepared this report including each and every
detail which is completely based upon the time I spent and work as a
Trainee in a different/different department during my six
months() of Industrial Exposure.
There are many people of NATHM to be thanked directly and

indirectly related for their support and guidance; I am not taking
any name because it will be only a means of showing formality and
respect to them in preparing acknowledgement so I m representing all
of them who are loyal toward their profession and source of our
inspirations.
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.
House Keeping Page 4

Ranjita Adhikari
BHM (5TH Semester)
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 Café 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 Industry and Tourism:-
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 the world as 1750 in tourism as in everything.
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 “Hospitium’s”. 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:-
a) Purpose, role and function of the Housekeeping department

b) Departmental hierarchy and inter department co-ordination
c) Key System and procedure adopted for different activities in department
METHODOLOGY:-
With evolution to study information was social from following sources.
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.
➢ The lack as information due to considerably in certain departments.
➢ Size as the report.

Hotel Management 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:
The main responsibilities of this department include: supervision, co-

ordination and administration of all other departments as well as overall financial
control.
 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.
 Sales & Marketing:
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.
 Food & Beverage:
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
Housekeeping department is that department of hotel which is responsible for cleanliness,

maintenance and aesthetic upkeep of the hotel. Housekeeping department is a heart if lodging
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 housekeeper’s 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.

Importance of Housekeeping in the Hotel Industry
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.

Hotel Housekeeping Strategies
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.
Check for Needed Items

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
bathtub or shower with bathroom cleaner for cleaning later.
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.
Refrigerator and Microwave

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.
Hotel Housekeeping Operating Procedures
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.
What Are the Duties of a Housekeeper in a Hotel?

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.
Starting the Workday

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.
Stripping the Room

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.
Making the Beds

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.
Job Description for Hotel Housekeeper
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.

EXECUT IVE HOUSE KEEPER (HEAD OF DEPARTMENT )
DEPUTY EXECUTIVE HOUSE KEEPER
ASST . EXECUTIVE HOUSE KEEPER
ASST . HOUS E KEEP ER FLOOR CONTROL DESK PUBLIC AREA

NIGHT SUPE RV ISOR
(LINEN AND UNIFORM) S UP ERVI SOR S UP ERVI SOR S UP ERVI SOR
S ENIOR SUPERVI SOR ROOM ATTENDENT/ BOYS

(LINEN AND UNI FORM CHAMBER MAIDS
P UBLIC ARE A
S UP ERVI SOR S ENIOR HOUSEM AN
AT TENDE NT
L INEN ROOM
TAILORS UP HAUS TERS HOUSEMAN
ATT ENDENT
HIERARCHY OF HOUSE KEEPING DEPARTMENT
EXECUTIVE HOUSE KEEPER
Executive house keeper is the head of the department in Housekeeping operation of

hotel and is responsible and accountable for the total cleanliness, maintenance and
aesthetic upkeep of the hotel (laid down procedure of the hotel).
Responsibilities:
✔ Establish and/or implement operating procedures and standards

✔ Plan and coordinate the activities of housekeeping supervisors and their crew
✔ Coordinate inspection or inspect assigned areas to ensure standards are met
✔ Apply human resource management skills, such as hiring, training, scheduling and
evaluating performance
✔ Complete financial management tasks, such as setting and adhering to a budget
✔ Handle administrative tasks

DEPUTY EXECUTIVE HOUSE KEEPER
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:
✔ Assists the head housekeeper in monitoring the performance of floor housekeepers.

✔ Sometimes, may need to take charge of supervising all operations when the head
housekeeper is not present.
✔ Organizes cleaning and maintenance schedules for floor housekeepers
✔ 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.
ASST. EXECUTIVE HOUSE KEEPER

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.
✔ Conducts on-the-job training in a professional manner.
✔ Conducts orientation and employee evaluations.
✔ Directs corrective action when necessary.
✔ Ensure coverage by calling on-call employees as required.
✔ Treat all employees, hospitals staff and patients with respect.
✔ Communicate in a manner that promotes teamwork, while briefing the oncoming shift of
what needs to be performed.
✔ Ensure that safety receives the highest priority.
✔ Responsible for inventory control.
✔ Coordinate, schedule and document all cycle cleaning in area of responsibility.
✔ Maintain and utilize the proper personal protective equipment for the task being
performed
✔ Attend staff and Shift Supervisor meetings.
✔ Promotes teamwork.
✔ Support management.
ASST. HOUSE KEEPER (LINEN AND UNIFORM)
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.
✔ Co-operate with the staff of other departments

✔ Deployment, supervision, control and training of staff
✔ Check the standard of cleanliness of all areas of the hospital
✔ Keep inventories and records of equipment and supplies
✔ Supervise and instruct the sweepers on the day to day activities
✔ Enhance the décor of different areas of the hospital with floral arrangements
✔ Control and supervision of the work in the linen room
✔ Train new recruits
✔ Check all the safety items on allotted floors
✔ Record all “lost and found” items on as per laid down norms
✔ Report to the Housekeeping Manager on sweepers’ performance
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.
Responsibilities: pect staff turnout of the team

✔ Lead, train and motivate
✔ Inspect rooms
✔ Maintain floor pantry
✔ Supervise the linen exchange
✔ Train room attendants
✔ Check all safety system
✔ Prepare housekeeping reports
✔ Check all map charts
✔ Execute pest control
✔ Reports of L and F
PUBLIC AREA SUPERVISOR
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 demonstrate pride in the work place with a high level of commitment.
✔ To treat all guests, members & colleagues in a polite and courteous manner at all times.
✔ To anticipate guest’s 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 use guest names wherever appropriate.

✔ 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 be aware of hotel management, their office location, role and availability.
✔ To comply with the hotel legal requirements for fire, bomb threats and Health Safety.
✔ To attend all training sessions as required.
✔ 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 carry out any reasonable duties as required by a senior manager.
✔ To Follow the Lost & Found procedures.
✔ To allocate the rooms on the floor for the room attendants.
✔ To see that all the room boys are working in their respective allotted rooms.
✔ To check the cleaning standards of the room boys.
✔ To report any discrepancy to the Executive Housekeeper.
✔ To check all the fixtures of the rooms are in working conditions.
✔ To check the public area cleaning standards.
✔ To have on job training for room boys and public area attendants.
✔ To check the availability and placement of the complete room amenities.
✔ To check that all the required standard stationary items are placed in the rooms.
✔ To make the room status report for the front desk.
✔ 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.
✔ To report any important thing in the log book.
DESK CONTROLL SUPERVISOR
Controls the entire information regarding housekeeping operation and disseminates it to

the concern person for carrying out different jobs in the hotel. The desk control
supervisor controls and coordinates with the front office for information on departure
rooms (checkout rooms) and handing over the cleared rooms. He or She is also
responsible for receiving complaints on the maintenance from all the housekeeping
supervisors spread all over the hotel.
Information board:
• Duty chart for housekeepers and sweepers
• Cleaning schedules
• Hospital staff room accommodation details
• Other general information and important announcements
Key board:
• Patients’ room keys
• Office room keys
• Entrance key
• Others
Registers, files, forms:

• Housekeeping equipment and supplies list

• Attendance register for sweepers

• Request form for supplies and equipments from stores
• Request form for repairs to be carried out in other departments
• Inventories of supplies and equipment
• Checklist for patients’ rooms
• Year planning calendar
• Inventories of furniture and furnishings
• 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
✔ Makes daily room sale report and tomorrow's forecast.

✔ Records night shift report on duty log book.
✔ Controls night auditor's daily report.
✔ Control guestroom keys with Front Office Manager and Duty Manager.
✔ Supervises all department of the hotel during the night.
✔ Assigns room for VVIP and VIP if not done before the night.
✔ Effectuates authorized room rate discount or complimentary treatment not effectuated
before the night.
✔ Censors if unauthorized discount or complimentary treatment have been effectuated.
✔ 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.
✔ Responsible for supervising the operations of Uniform & Linen Room

✔ 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.
✔ To supervise the performance of U&L Attendants and to ensure providing excellence
services to guests.
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 attendant’s 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.

In Short House Keepers:
Direct responsibilities:
✔ Daily cleaning
✔ Periodic cleaning
✔ Trash and garbage removal including proper hospital waste disposal
✔ Exterminating bugs and pests
✔ Preventing spread of infection
✔ Ensuring clean linen
✔ Safety and security of the hospital
✔ Creating an aesthetically pleasing environment
✔ Gardening
✔ Making the necessary arrangements for meetings, workshops and conferences
Indirect responsibilities:
✔ Saving electricity by switching off lights and fans when not in use
✔ Ensuring an economical use of supplies
✔ Developing goodwill by a courteous, helpful and caring attitude towards patients
and visitors
✔ Promoting safety rules and measures by observing them and reporting
dangerous conditions
✔ Maintaining a harmonious working relationship with the staff of other departments
✔ Arranging accommodation facilities for visitors and providing food during their
stay at the hospital
Qualities required in a housekeeper:
✔ Basic knowledge of health care and sanitation, including principles of bacteriology,

chemistry and related sciences, applicable to the prevention and control of infections
and communicable diseases. The housekeeper should also have the ability to convey
this knowledge in a non-technical way to subordinate supervisors and workers so that it
can be applied in their daily work.
✔ Ability to plan, administer and develop all phases of a comprehensive housekeeping
program that will provide a suitable environment for the hospital’s medical and
administrative activities
✔ 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
✔ An interest in people and tact in handling them
✔ 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
✔ Loyalty to the hospital and to her staff
✔ A sense of humor
✔ A cool head to deal with emergencies

✔ Adaptability and willingness to experiment with new ideas

✔ Powers of critical observation
Types and numbers of rooms

In the hotel there are 270 luxurious rooms but 246 are operated to sakes. The rooms are
of different types:
Single rooms or rooms with twin beds

 Double rooms
 Inter connected rooms
 Suites
• Executive Suites
• Business Suites
• Junior Suites
• King Studio
• Tibetan/Newari Suites
These rooms are divided according to:
City facing  all odd numbers
Garden View  All even numbers.
There is one pantry on each floor in the old wing and two in each floor in the new wing.
Room at hotel yak and yeti
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
✔ Multichannel color television

✔ Centralized air conditioning
✔ International Direct Dial (IDD) telephones
✔ Mini bar
✔ Private shower bath
✔ Bathtub
✔ Hair dryer in bathroom
✔ Bathroom Telephone
✔ International newspapers and magazines
✔ Full Size Mirror
✔ Mini Bar
✔ Safe Deposit Locker
✔ Work Desk with Lamp
✔ Local English Newspaper
✔ 24 hours room service
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 décor. 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
✔ 2 Way airport transfers
✔ 24 hours butler service
✔ High Speed Wi-Fi Internet
✔ Tea/coffee throughout the day
✔ Executive lounge
✔ Bathtub
✔ Mini bar
✔ Hair dryer in bathroom
✔ Express check-in/check-out
✔ Use of Boardroom (up to 10 people)
✔ Cocktails & hors d'oeuvres every
evening
✔ Buffet breakfast at Club Shangri-La
Lounge
✔ International Direct Dial (IDD)
telephones
✔ Daily Local newspapers and magazines
in room
✔ Bathroom Telephone, Bathrobes and bath slippers
✔ In-room computers, faxes and laser printers on request

✔ Choice of club-rooms, junior suite, business suites and executive suite
The JUNIOR SUITES
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 BUSINESS SUITES
The suite is the discerning business traveler’s 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.
The Executive Suite

The Executive Suite is ideal for large
family or business travelers requiring extra
accommodation. The plush king size
master bedroom and the adjoining twin
bedroom are set upon the inviting central
living room. The contemporary design
offers a deluxe bathroom, in-room mini-
bar, large screen television and opens to
both garden and city views.
Facilities
✔ Mini bar
✔ Bathtub
✔ Hair dryer in bathroom.
✔ Bathroom Telephone
✔ Bathrobes and bath slippers
✔ Electrical Outlet Desk with Lamp Level
✔ High Speed Internet
✔ Cordless telephones and facsimile machine in the Club Shangri-La Executive Suites.

Tariff and Rates
Superior Rooms USD 185
Deluxe Rooms USD 205
Club Shangri-La Rooms USD 250
Suites Rates
Junior suite USD 350
Business Suite (One bedroom) USD 450
Executive Suite (Two bedrooms) USD 550
Tibetan / Newari Suites USD 600
Club Shangri-La
Club Junior suite USD 425
Club Business Suite (One

bedroom) USD 525
Club Executive Suite (Two

bedrooms) USD 525
The above rates are subject to 10% Service Charge and 13% Govt. Taxes.
INTRODUCING OF DIFFERENT SECTIONS OF HOUSE KEEPING
1. Laundry
2. Linen and Uniform
3. Desk
4. Seamstress section
5. Lost and fund sections
6. Horticulture
7. Public Areas
Laundry Department:

Laundry is the backbone of the housekeeping department. It is another important

department which collects revenue for the hotel. The common meaning of the laundry is
to clean the cloth by using the machine with the correct use of the chemical maintaining
the high standard of housekeeping. Hotel Yak and Yeti operates the laundry and valet
from 7am t0 10pm.
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:
Collecting soiled linens
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.
Transporting soiled linens to the laundry

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.
To replace an empty chemical bucket
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
linens in the dryer overnight.
Finishing/ironing
Only feed linens at the proper moisture level through flatwork ironers. Keep the ironer
clean and do not iron dirty linens.
Folding
Linens should be folded immediately after drying or ironing to minimize wrinkles. The
person doing the folding should look for stains, excessive wear or tears and sort out
these linens for additional treatment. Do not send an
unacceptable piece of linen to a room hoping the guest
will not notice it.
Storing
Let the linens rest for a day before using. This will
increase linen life and decrease wrinkles.

Transferring linens to use area.
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
✔ Inventory – try to keep 2 to 3 par of linens on

hand
.
✔ 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.
✔ Keep the floor of the laundry swept to discourage ants from being attracted to pieces of
food dropped from the linens during sorting.
✔ Think about ways to minimize how many times a piece of linen is handled.
LAUNDRY MACHINE
Laundry Machine Capacity
Milnor (I) 60 Kg
Washax 50 Kg
Mittrol Mark 50 kg
Milnor (II) 60 Kg
Milndr Old 45 Kg
Milndr New 25 kg

Dry cleaning Machine
Dry Cleaning Machine Capaci

ty
BMM Western Spencer 4000 20 Kg

Rising
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
Chemicals used in Laundry
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
Direction for use:
To be dosed as per the prescribed wash during automatic dosing pumps. Refer technical
information sheet for additional.
Caution: -
Wear suitable protective clothing, gloves a
b) Clax Build, 1BL2-J
Liquid Alkalinity builder/booster, use in medium water hardness. Use without phosphate
Direction for use:
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 Neutral 6BL1
Liquid Neutralizer Neutralizes
c) Clax Xtrasoft 5SL-1

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.
Direction for use:
Complete normal wash process. Add Clax Xtrasoft at a concentration of 8 to 15 ml per

kg of dry load in the last rinse cycle do not rinse the linen after the use of product.
d) Clax 100s 2BL1

Liquid emulsifier concentrate
Clax 100s is concentrated liquid emulsifier for effective removal of stubborn minerals oils
and greasy soils.
Direction for use:
Recommended for colored materials, particularly polyester and woolens.
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
a. Clax 100L (Detergent) : -

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.
c. Clax Sour/ Neutralizer:-

It neutralized the chemicals effect in the cloth.

d. Oxlick (Acid):-
It removes the stain of iron, can be used only on white cloth, it brighten up the cloth.
e. Clax Action:-
Only used in towels. It keeps the towel smooth and bright.
PROPORTION OF CHEMICALS USED FOR WASHING

Chemicals Supplies ml/Batch
Food & Beverage Napkins
Clax 100 OB 250
Clax Build 600
Clax 100s 100
Chlorine Bleach
Sheets/Pillow
Clax100Ob 100
Clax Build 300
Chlorine Bleach 500
Clax100s 000
Neutral 500
Towels
Clax100OB 250
Clax Build 300
Chlorine Bleach
Clax 100s 000
Neutral 1500
White Uniforms
Clax 100B 60
Clax Build 600
Chlorine Bleach 1500
Clax 100s 60
Neutral 150
Black Uniforms
Clax 100 OB 60
Clax Build 360
Chlorine Bleach 000
Clax 100 s 120
Neutral 120
MACHINES USED FOR DRYING AND THEIR CAPACITY
Drying Capacity
Machine
ADC Dryer (New) 41 kg

ADC Dryer (old) 35 kg
Ajax Dryer 35 kg
Thermatic Dryer 17 kg

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 guest’s 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 guest’s 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
attendant’s responsibilities to call laundry and deliver the laundry to the valet
TASK OBSERVED
I was assigned in the laundry sections for 2 days under the supervision of Mr. Ratan
Nagarkoti. There, I learnt about the chemicals used for various cleaning of linen and
uniform. Also learnt about different type of equipments that are used for cleaning,
squeezing, drying etc.
LINEN AND UNIFORM

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.
TASK OBSERVED AND PERFORMED (INIFORM ROOM)
 Always issue a new uniform against the authorized letter of the HOD’S
 Always issue fresh uniforms and towel against the soiled one
 Keep record of every received uniform and count the total received
 Handle that linen to the laundry
 Receive fresh linen from the laundry
 If there is any wear and tear uniform mend them
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.
 Collecting the dirty linen and uniforms

 Lending the fresh linen and uniforms to the staffs
 Stacking the fresh linen and uniform on the rack and hanger
 Lending the linen and uniform from the contract cleaner.
HOUSE KEEPING DESK

Housekeeping desk is the hub of information, dissemination and communication to

various sections of the housekeeping as well as to the other departments. It is like the
central nervous system, which operates the whole department. It is operated twenty-four
as guest and staff will contact this desk to transmit or receive information concerning
housekeeping.
Functions of House keeping control Desk:
 Staffing is done shift wise to various locations, duty roaster is made.

 Log book is prepared where message of supervisor of previous shift is written on the
basis of which next shift functions.
 It records every status of the room
 Prepare the discrepancy report against the occupancy list made by the attendants and
front office occupancy report.
 Issue guest supplies
 Handle lost and found Co-ordinate which other department.
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.
LOST AND FOUND SECTIONS
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.
PUBLIC AREA SUPERVISOR
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.
VARIOUS ACTIVITIES I OBESERVED IN THE PUBLEC AREA
 Renovating public areas

 Supervising the work of upholstery

 Co-coordinating with the night supervisor for night cleaning
 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.
VARUIOUS ACTIVITIES CONDUCTED IN THE PUBLIC AREA
 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.
 The carpet spotting
 Polishing the marble with shampoo by using machine.
 Cob web cleaning and dusting all furniture’s and fixtures
 Window glass cleaning and wiping of mirrors at different places.
 Brasso the flower vase, marble and parked polishes.
 Broom all the areas, mop the surfaces and Hoover the carpet.
 Public elevator cleaning and public toilet cleaning.
SUPPLIES, AMMENITIES AND EQUIPMENTS USED IN HOUSEKEEPING
Bath Towel-2, Hand Towels-2 , Bathmatgs-1 Shower Curtain-1 ,

BATHROOM SUPPLIES AND EQUIPMENTS Shampoo-1,Lotion-1,Body Cleanser-1,ToiletPaper-1,Tissue
Paper-1, Ashtray-1, Water Glass-2, Dust Bin-1, Sanitary Bag-
1,Bucket-1, VIP’S AMMENITIES, Slipper, Ear Bud, Comb,
Toothbrush and paste, Bath robe , Hair Dryer
Each bed with mattress pad-1,Bed sheets-2,Blamkets-1,Night
Supplies of guest bed room spread-1,Pillow and pillow cases-2,Bed cover-1,Telephone
directory
Note pad with pencil, Tea making machines, Ashtray and match
box
Magazine, Room service menu, The channel list. Flower Vase
Folder with following things: Facsimile Paper-2,Letter head Pad-2,Sewing Kit-1,Pencil-1
International Newspaper List-1, Envelop-2, Air Mail-2 ,
Television Channel List-1 Hanger 8-12, Laundry Bags-2,
Laundry List-2, Extra Pillow-2, Extra Blamkets-2
ROOM ATTENDANT
To work at housekeeping department and to ensure maximum cleanliness of the guest

room and upkeep the standard required by the hotel, room attendant is very important in
housekeeping department.
Some important points to be noted down by the 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
 Report all irregularities to your supervisors immediately :

 Scanty Baggage
 Bed not used
 Occupied but no luggage
 Drunken guest
 Miss-use of room
 Missing hotel items for guest room
 Sick Guest
 Never discuss personnel/hotel problem/openly with guest
 Always leave the door wide open while servicing a room
 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
 Stained or torn linen should not be mixed with soiled linen.
 Never use the guest elevator, telephone.
FLOOR BOY
 Made the room attendants available with fresh linens and supplies
 Hovering the carpets in the corridors
 Spotting all the corridors
 Cleaned the pantry area
 Collect the garbage from pantry and throw it in respective area
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.
WORKS I DID AS A HOUSE MAN:
 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
 Give the appropriate guest supplies to the floor
 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.
 However the corridor and carper shampoo if required
 Skirting and dusting of different places.
MINI BAR ATTENDANT
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
 Prepare the daily mini bar consumption report
 Loaded the bar items in the trolley.
 Checked the mini bar before guest’s arrival and departure
 Prepared the bills and gave it to the cashier.
 Restocked the mini bar

THE ITEMS THAT ARE

AVALIABLE IN THE MINI
BAR
 Imported whisky
 Imported gin
 Imported Vodka
 Imported Mineral
Water
 Domestic Mineral
Water
 Canned Beer
 Aerated Drinks
 Chocolate
 Salted Dry Nuts
 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
✔ cleaning and polishing toilets, taps, sinks, bathtubs and mirrors
✔ washing floors,

✔ removing stains, and

✔ 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.
Why To Clean ………..?
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..
CCLEANING
MATERIALS &
CLEANING
AGENTS
M op
Sponges DUSTING CLOTHS BROOMS/Dustpan
BRUTE Containers Janitor Carts WINDOW Cleaners Netural Cleaner Deodorizors Glass
Cleaners
Wax Strippers Carpet Cleaner Stain Remover Dispensers’ Disinfectant Stainless Steel Cleaner

Bathroom Cleaner Hand Soap Wet floor Signs Dust Mask Sandpaper Tape
Work Assigned & Learned

How to Clean a Hotel Room
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.
Arrival at assigned area

Check priority rooms that need immediate make-ups.
Check immediate rooms ready for sale.
Check door sign. If Do not Disturb sign is on display, it should be noted in your room
report. It is often necessary to come back several times. If sign is still unchanged at the
end of work period, report it to your supervisor.
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.
Room Cleaning Methods:
Enter room and start

lighting all lights and
lamps and put off air-
conditioning unit.
Everything in the room
must be in working order
and it is maid
responsibility to check
things regularly.
Collect garbage and

ashes at ashtrays. Be
sure all loose trash and scattered newspapers, papers and others will be check carefully
before making it as a trash. Return other newspapers, reading materials, guest paper
notes and SCRATCH, (papers not crumpled), give-always, supply desk forms and other
important document seem to be important must be arranged and displayed according to
your supervisor instructions.
Making the Bed
Prepare the required clean bed linens.
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.
➢ Remove any personal items from bed

➢ Remove bedspread and blanket and place them on chair
➢ Strip the bed of dirty linen and place pillows on chair
➢ Check the mattress for burns, spots, stains or damage > inform supervisor
➢ Change mattress pad (if necessary)
➢ Place bottom sheet on mattress and miter
➢ Place a fresh top sheet on bed, wrong side up!
➢ Place blanket on top of sheet
➢ 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.

➢ Working clockwise, walk to the other 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.
➢ Center the bedspread evenly over the bed.
➢ Fold the bedspread down from the head to the bottom of the bed.
➢ Fluff the pillows and put on the pillow cases
➢ 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
➢ Step back and look carefully if the job is well done.

Cleaning the Bathroom
A bathroom is important for

more than simply
appearance. Health and
safety considerations on the
local, state and federal levels
necessitate that the room
attendant take extra care
when scrubbing, rinsing and
drying bathroom surfaces.
Sequence of cleaning a bath room:
➢ Shower area
➢ Vanity and sink
➢ 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.
Clean bottom of sink units and outside of toilets.
The necessary cleaning equipment should be stocked conveniently in the hand caddy.
Cleaning products consist of:
➢ All purpose cleaner for bathroom surfaces

➢ Cloths and sponges
➢ Glass and mirror cleaner
➢ Rubber gloves, eventually protective eye covering

➢ 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.
EVENING SERVICES OR TURNDOWN SERVICES
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
➢ Remove the bed cover & place it in a convenient place.

➢ Turn the blankets along with the sheet in a triangular shape on the guest entering side
➢ Place the night articles of the guests
➢ Place door knob card on the bed and supplies if necessary
➢ Place the TV remote near the table
➢ Close the curtains and windows if opened
➢ Turn the bedside lamp and place the slipper at the foot of bed
➢ Once check the room and close the door.
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.
➢ Ensure that the rubbish container is clean .Empty it whenever necessary.
➢ 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
➢ Remember that this is
not the correct place to
put used glass cloths,
sponge cloths, newspapers and magazines etc should not be left to fill up this
part either.
➢ Take them to the House keeping office.
➢ When pushing the trolley from one place to another, take care not to knock it on
walls, doors and corners .It scratches them.
➢ Remember to position the trolley in a manner that you can be able to spot would
be thieves.
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
➢ Lamps, shades and light bulbs
➢ Bedside tables
➢ Telephones
➢ Windowsills
➢ Window and sliding-glass door tracks
➢ Dresser, including inside drawers
➢ Television and stand
➢ Chairs, desks
➢ Closet shelves, hooks and clothes rod
➢ Top of doors, knobs, sides

➢ Air conditioning and heating units, fans or vents

Mirrors, glass surfaces, television front: use glass cleaner
Use a disinfectant (where appropriate) for telephone, fax machines
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.
Act quickly. Vacuum, blot or scoop excess spill or substance.
• Determine the spot’s composition, if possible.
• Test for colorfastness.
• 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.
• Be patient. Let the cleaning agent do the work.
• Blot, don’t rub the spot, to remove dissolved contaminants.
• Rinse residues with clean water to avoid resoiling.
• Let the area dry.

Cleaning of the vacant rooms (unoccupied)
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.

1) Knock twice at the door (using knuckles) pause in between.

2) Open the door and place the door wedge.
3) Draw the curtains and ventilate the room.
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
ii. In the desk drawer
iii. In the fridge
iv. In and underneath the beds and pillows under
the mattress
v. In the wardrobe
vi. Behind the bathroom door
vii. Other parts of the bathroom
viii. Behind the main door
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.
Cleaning of the occupied rooms

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
➢ Flush the toilets and use Harpics
➢ Dusting of the rooms is done and make the bed
➢ 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
➢ Wish the guest and lock the door
Cleaning of the Departure Rooms
➢ Turn on the lights, curtains and opens the windows

➢ Check for lost and found and any damages made on the room
➢ Flush the toilet and put the Harpics
➢ Make the bed with the changing of the bed sheets and pillow cases
➢ Do dusting disinfectant
➢ Clean the bathroom
➢ Replace the used supplies with the new
➢ Update the folder with the lacing of the missing items
➢ Vacuum the room
➢ Lock the room with switch off lights and any electrical equipments
Bathroom Tile Scrubbing
➢ Scrub the bathroom tile with scrubbing brush by using the vim powder
➢ Rinse with Dettol water solution
➢ Dry the tile with dry duster.
Ceiling and walls cleaning
To clean ceiling use long broom and remove dust and cobweb
To clean wall use green pad.
Windows Cleaning

Place discarded cloth on the floor
Prepare detergent water solutions
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
Spray with Colin and wipe it dry with glass cloth
Furniture Cleaning
Dry the furniture with the furniture duster
Polish with the mansion polish with a duster
Different Chemicals Used for Different Area Cleaning
All the chemicals given below are used for cleaning in housekeeping department of Hotel Yak &
Yeti
These Chemicals are manufactured by Johnson diverse private Ltd
Product Recommended Usage/1ml Key Area Uses

Water
All surface of Bathroom Bathroom
cleaning cum
Taski R1 Normal Soiling : 20-50ml Sink, Tub Tiles, Floor & fittings sanitizer
concentrate
Heavy Soiling : 50-100ml Safe for use in marble & granite
All hard Surface Hygienic Hard

Hard Surface Surface cleaner
Taski R2 T.V cabinets, Photo frames, concentrate
:20-50ml Telephone etc including shiny

10-20 ml floor surface like polish marble
granite etc

Glass cleaner
TASKI R3 concentrate
20-50ml
All types of glass, window mirror
Taski R4 Ready to use product andwooden
All glass display
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
bowls &urinals sparkling clean
Taski R7 Normal Soiling : 20ml Mopping & scrubbing with a Floor cleaner
machine as well as all kind of concentrate
Heavy Soiling : 50ml
floors
Taski R9 Normal Soiling 50-100ml All fittings & walls in the Bathroom
bathroom sink, tub, tiles & cleaner
concentrate
fittings, regular usage
Analysis
Intra and Inter Departmental Relationship
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, VIP’s & 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.
✔ Here, is friendlier environment which made my training quite beneficial
✔ There wasn’t any workloads and don’t have to feel tension
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 didn’t 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 information’s 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 costumer’s
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
person’s 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

Report On House Keeping Department For Nathm Internship at Yak N Yeti

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Industrial Training at Yak & Yeti

Being a student of Hotel Management it is very much essential as

There are many people of NATHM to be thanked directly and

House Keeping Page 4

BHM (5TH Semester)

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a) Purpose, role and function of the Housekeeping department

With evolution to study information was social from following sources.

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The main responsibilities of this department include: supervision, co-

It is the centre of all activities. Major tasks performed here include:

 Sales & Marketing:

 Food & Beverage:

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Housekeeping department is that department of hotel which is responsible for cleanliness,

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Importance of Housekeeping in the Hotel Industry

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Hotel Housekeeping Strategies

Check for Needed Items

Refrigerator and Microwave

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Hotel Housekeeping Operating Procedures

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What Are the Duties of a Housekeeper in a Hotel?

Starting the Workday

Stripping the Room

Making the Beds

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Job Description for Hotel Housekeeper

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EXECUT IVE HOUSE KEEPER (HEAD OF DEPARTMENT )

DEPUTY EXECUTIVE HOUSE KEEPER

ASST . EXECUTIVE HOUSE KEEPER

ASST . HOUS E KEEP ER FLOOR CONTROL DESK PUBLIC AREA

S ENIOR SUPERVI SOR ROOM ATTENDENT/ BOYS

HIERARCHY OF HOUSE KEEPING DEPARTMENT

EXECUTIVE HOUSE KEEPER

Executive house keeper is the head of the department in Housekeeping operation of

✔ Establish and/or implement operating procedures and standards

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DEPUTY EXECUTIVE HOUSE KEEPER

✔ Assists the head housekeeper in monitoring the performance of floor housekeepers.

ASST. EXECUTIVE HOUSE KEEPER

ASST. HOUSE KEEPER (LINEN AND UNIFORM)

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✔ Co-operate with the staff of other departments

Responsibilities: pect staff turnout of the team

PUBLIC AREA SUPERVISOR

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DESK CONTROLL SUPERVISOR

Controls the entire information regarding housekeeping operation and disseminates it to

Registers, files, forms:

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• Attendance register for sweepers

✔ Makes daily room sale report and tomorrow's forecast.

✔ Responsible for supervising the operations of Uniform & Linen Room

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In Short House Keepers: