HOUSEKEEPING OPERATION.pdf

hk

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CHAPTER 2
HOUSEKEEPING OPERATIONS
ETHO 303
BY: MUMTAZUL ILYANI
INTRODUCTION
Housekeeping departments ensure the
hygiene, maintenance and artistic
appeal of accommodation.
The housekeeping department not only
prepares guest rooms on a well timed
basis for arriving visitors, it also cleans
and maintains everything in the hotel.

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Tasks of housekeeping
•The total work depends on the magnitude of the room
and the number of beds.
Making beds Clean-up rooms
Removing stainsWashing floors Vacuuming
Cleaning and
polishing
Good housekeeping
Customers feel
comfortable
Customers are
pleased
Good word of
mouth
Customers return
Employees are
satisfied and
retained
Praise and
gratuities

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Poor housekeeping
Customers feel
uncomfortable
Customers are
displeased
Negative word of
mouth
Customers switch
to other hotel
Employees are
unhappy and
leave
Complaints and
discounts
Housekeeping
video

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Hotel organizational chart
General Manager
Hotel Manager
Assistant Hotel Manager
Front Office
Manager
Executive
Housekeeper
F&B
Manager
Executive
Chef
Sales and
Marketing
HR and
Admin
Housekeeping chart
Executive
Housekeeper
Deputy Executive
Housekeeper
Floor
Supervisor
Room
Attendant
Evening Maid
Housekeeping
Porter
Public Area
Supervisor
Public Area
Attendant
Night Shift
Supervisor
Night Shift
Attendant
Linen Room
Supervisor
Linen Room
Attendant
Linen Porter
Seamstresses
Laundry
Supervisor
Laundry
Attendant
Valet

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Executive housekeeper
•Executive housekeeper directs and controls housekeeping operations
and staff of the housekeeping department. An executive
housekeeper, co-ordinates between housekeeping crews to inspect
assigned areas to ensure standards are met.
•Executive housekeeper is a middle manager who directly report to
Hotel Manager/Resident Manager or General Manager.
Executive housekeeper
•Main Duties
1. Comply with all statutory
and company policies relating
to health, safety and hygiene.
2. Ensure acceptable behaviour
of employees, fire emergency
procedures, security of site and
of property.
3. Responsible for the
cleanliness of all public areas,
bedrooms and offices.
4. Responsible for the
supervision, training and
development of the
housekeeping team.
5. Ensure the smooth
procedure of the linen room
within the hotel.
6. Manage the compilation of
weekly wage sheets and to
hand them over to the human
resources division by 10.00 am
each Monday.

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DEPUTY Executive housekeeper
•Main Duties
1. Checks rooms prior to
arrival, during residence and
post departure and releases
clean rooms to reception
2.Educates room attendants,
trains workforce and conducts
shift briefings
3. Maintains the highest
standards of rooms
4. Organisesand plans rooms
maintenance
5. Arranges room attendants to
service and clean the room
which are under priority
6. Organisesall cleaning
chemicals and equipment for
their floor each day
Floor supervisor
•Main Duties
1. Report to a member of
senior management, such as
the executive housekeeper
2. Greet and provide a good
first impression to new guests
3. Inspecting rooms for
readiness and reporting to the
front office for the same.
4. Delegate tasks, supervise
and making sure all of the staff
does what is required of them
5. Coordinating floor
operations and tray clearance
with room attendants
6. Catering for VIP facilities and
providing special supplies such
as hot drinking water, baby-
sitting provision

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ROOM ATTENDANT
•Main Duties
1. Reporting and
communicating with floor
supervisor
2. Cleaning the guest rooms,
guest bathrooms, corridorsand
making guest-room beds
3. Changing the linen of the
guest room and guest
bathrooms.
4. Attends daily briefings and
training session
5. Stock service trolley and
topping up the guest supplies.
6. Reports any broken and
missing items in rooms to floor
supervisor
Evening maids: Completes
turndown and second service
and deals with guests’ request
Housekeeping porter
•Main Duties
1. Reports and communicates
with floor supervisor
2. Moves furniture on floor
supervisor’s instruction.
3. Restocks floor linen room
pantry for room attendants
4. Transports dirty laundry to
linen room from floors
5. Assists room attendants
during peak time and helps
with deep cleaning activities
6. Delivers and collect special
requests to guest room such as
extra blankets, towels

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Public area supervisor
•Main Duties
1.Ensuring that cleanliness is
maintained at all times in public
areas such as lobby, lifts, parking,
swimming pool, coffee shop,
conference hall, banquet hall, and
restaurant
2. Organisesworking schedule
and ensuring the concerned
staff is available as per the
schedule.
3. Ensure all maintenance jobs
are attended by maintenance
department
4. Conducts weekly and monthly
stock take.
5. Maintains the highest
standards of public areas and
staff areas
6. Checks and inspects staff
changing room and restrooms.
7. Ensure banquet halls and
conference halls are kept ready for
functions and conferences
Public area attendant
•Main Duties
1. Clean all the public areas.
2. Keeping the parking, lobbies,
lifts, elevators and corridors in
best maintained status
3. Keeping these areas smelling
fresh and clean
4. Responsible for spring
cleaning of their area as per
the schedule is given to them
5. Cleans rugs, carpets and
upholstered furniture using a
vacuum cleaner, broom and
shampoo machine
6. To assist guest in public
areas when required

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Night shift supervisor
•Main Duties
1. Supervises all night staff
engaged in the cleaning of
public areas and guestrooms in
the hotel
2. Ensure all public areas are
cleaned at night (low traffic)
3. Organize special cleaning of
rooms as required
4. Ensuring the provision of guest
supplies such as water bottle,
extra bed or towels
5.Check accommodations,
making sure any special
requests are carried out
accordingly, greet guests upon
arrival and ensure escort to
accommodations if
appropriate
6. Report any safety and security
hazards
Night shift attendant
•Main Duties
1. Reporting any hotel safety issues to the night
supervisor
2. Performing housekeeping duties during night
3. Promptly respond and resolve housekeeping
requests or issues from guests
4. Ensure assigned areas are clean and stocked with
equipment and supplies

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Linen room supervisor
•Main Duties
1. Supervises the work of the
linen room and may have
several linen attendants to
assist him/her.
2. Responsible for the entire
hotel’s linen.
3. Send dirty linen to the
laundry after checking them
piece by piece.
4. Checking repaired linen
from tailor room.
5. Maintain a register of
linen movements and check
the linen regularly.
6. Supervise the work of the
linen attendants and tailors
Linen room attendant
•Main Duties
1. Sends out, obtains and
organisesall staff laundry,
uniforms and dry-cleaning
items daily
2. Delivers all linen to the maid
service pantry on each floor
according to stock levels
3. Communicates any problems
regarding the linen room with
the linen room supervisor
4. Sorting all the bed sheets,
pillowcases, towels, napkins,
table cloths into separate
stacks
5. Place soiled linen in
containers and send to laundry
6. Examine and count items on
their return from laundry

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Linen porter
•Main Duties
1. Helps in transporting dirty linen from
rooms to linen room
2. Assists with restoring of fresh linen to
floor pantries
3. Delivers additional fresh linen to
customers on request
4. Collects and delivers customers' dry-
cleaning to and from rooms
seamstresses
•Main Duties
1. Repair all damaged linen.
2. Repair all the damaged
uniforms.
3. Repair guest’s clothes if
damaged.
4. Refurnish all damaged
upholstery.

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Laundry supervisor
•Main Duties
1. Ensuring the washing of linen
and uniform as per standard
2. Record and monitor laundry
cost
3. Co-ordinatingwith the related
department about routine
maintenance of the equipment
4. Develop new methods for
increasing laundry efficiency
5. Hire and train new laundry
staffs
6. Overall controlling and
supervision of the Department
Laundry attendant
•Main Duties
1. Washes and irons in-house
laundry items
2. Sends and receives in-house
dry-cleaning items to
departments or external laundry
3. Sort soiled linen according to
the fabric types, colors and
degree of soiling before the
items are processed
4. Transport soiled linen to
the laundry and washed linen
to the linen room
5. Folds all types of linen and
laundry items before delivery
back to the floors
6. Communicates with the
linen and laundry room
supervisor

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valet
•Main Duties
1. Washes and irons guest
laundry items
2. Sends and arranges
return of guest’s dry-
cleaning items
3. Undertakes minor
repairs on customers'
laundry
4. Cleans shoes
5. Undertakes pressing
services
6. Charges to guests
account sheet for guest
laundry
FURNITURE
•Furnitureincludesitemssuchas
tables,chairs,beds,desks,
dressersandwardrobes.
•Furnitureisusedinareasto
maketheplacefittingand
comfortabletoworkandlivein.
•Furniturecoversalargevariety
ofdifferentitemsandcanbe
madeofalotofdifferent
materialssuchaswood,metal,
glass,plasticandrattan.

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GOOD furniture
Practical in design and
size and easy to use
Strong to survive
significant wear and tear
Subject to solid use
Price must be within the
budget
New trends and
comfortable
Simple to clean and
maintain
FACTORS IN CHOOSING FURNITURE
The variety of guest expected,
average duration of stay and
standard of accommodation
Environment of the
organisation
Durability
Versatility and movability
of furniture
Difficulty in cleaning
Shape and size of article in
relation to the human body

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TYPES OF FURNITURE
1. Wooden Furniture -Wood is the conventional and oldest material
for furniture, since 1500 years back still carry on. Considered antique
and may be found in some establishments.
2. Wicker and Cane Furniture -Wicker and cane furniture are stylish.
In addition to weaving furniture from branches and twigs, a variety
of materials are used, such as sea grass, banana leaves and bamboo.
4. Plastic -Plastic can be used as a protecting coat for wood and metal
furniture. It can be used for table tops, dressing tables, cabinet doors,
wardrobes and similar section of furniture where durability and ease of
cleaning are necessary.
3. Metal Furniture -Metals such as iron and steel have been used for lots
of years to make furniture. It extensively used in contemporary furniture
for the legs and frames of chairs and for tables which have tops of such
heavy materials as marble or ceramic tiles.
upholstered furniture
•Upholsteryistheworkofprovidingfurniture,especiallyseats,
withpadding,springs,webbing,andfabricorleathercovers.
•ThewordupholsterycomesfromtheMiddleEnglishwordsup
andholden,meaningtoholdup.Thetermisappliedtodomestic.
•Generallymadefromleather,cottonsotherfabricsandplastic
materials.Canbestitched,tackedandstapledglues.

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upholstered furniture
•Theresourceswhicharevitaltothesuperiorityofanupholstered
product,suchasabed,sofaorchair,mightbeconsideredinthree
categories:
Theframe(generallywooden)onwhichtheupholsteryistobe
built
Thespringmethod
Cushioningorpaddingthefinishingfabricorleathercovering
•Thecoveringwillassisttodeterminethelook,simplicityofcleaning,
durabilityandpriceofafurnitureportion
ARRANGEMENT OF FURNITURE
•Theintentionoftheroommaybesuchthatthefurniture
arrangementneedstobeconsideredforexample,ina
bedroomorwheresmallgroupsoffurnitureisrequired.
•Oncetheprecisepartoffurniturehasbeenpurchasedor
leased,thearrangementofthefurnitureintheroomis
necessary.
•Thefurniturearrangementmustbeconsideredtogivean
even-handed,invitingatmospheretotheroom.
•Itshouldbeeasyforgueststomoveaboutandcleanersto
reachintocornersandaroundfurniture.

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Handling and moving
furniture
•Prior to selecting a piece of furniture, how it is constructed and if
the elements are removable should be determined.
•Afterwards, inspect the room and direct where the furniture is to
be taken
•Prior to shifting an item, make sure you know precisely where it
is to be placed
•Ensure you have a firm grip on the furniture using hands
•Do not slide or pull the furniture along the floor
•Movement must be carried out at a slower speed
•Direct the movers so they don't the furniture into walls
•Make sure the way forward is clear and there are no obstacles
Furniture use and care
•It is extremely important that good quality as well as attractive
and comfortable furniture is provided to ensure a good
experience for the guests.
Guard surfaces from fire and extreme heat.
Sit only on structures designed for sitting.
Be cautious about what is placed on the furniture.

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Responsible area for
housekeeping department
Guest rooms
•The housekeeping staff,
have the responsibility of
making the guestroom ‘a
home away from home’
for the guest.
•Contributes to more than
50 % of the total sales,
making the total profit
percentage from room
sales very high.
Public areas
•Comprises the ‘front of
the house’ such as
entrance, lobbies,
lounges, the front desk,
guest corridors, banquet
halls, bars, elevators,
leisure area like
swimming pools, spa,
health club.
•A neat and clean public
areas give the brief
description about hotel’s
cleaning standard.
Corridors and staircases
•Many hotel’s corridors
are fully carpeted. These
carpets should not only
look attractive but also
be sturdy and durable to
with stand everyday wear
and tear.
•Carpets staircase should
be vacuum cleaned daily
and stains should be
attend immediately. Hard
floor staircase should be
suctioned cleaned and
then damp mopped.
Guest room cleaning methods
CONVENTIONAL
•Employee finishes
all the tasks in one
guest room then
move to the next
room in the section
fixed to him/her.
•An employee may
be needed to clean
12-20 rooms in an
eight-hour shift.
BLOCK CLEANING
•The employee shifts
from room to room
and completes the
same assignment in
each room.
•For instance, one
employee might
make all the beds in
that room section,
while a different
employee cleans
the toilets, and a
third restoring
supplies.
TEAM CLEANING
•Two or more
individuals work
together in the
identical area,
either on the same
task or on varied
tasks.
•To organisethe
team cleaning of
guest rooms, two
employees may be
planned to clean 30-
35 guestrooms a
day.
DEEP CLEANING
•Intensive cleaning
schedule -monthly,
quarterly, half-
yearly or annually.
•Some task HK must
work with other
department such as
maintenance or pest
control.
•Window and
chandeliers
cleaning,
shampooing carpet,
removing furniture.

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Public are cleaning
Food and
beverage area
Lobby and other area
Pest control
Front
entrance area
Public
toilet area
Food and beverage area
Mainly a partnership involving housekeeping and food service personnel,
with the managers of each section agreeing on their cleaning tasks
Carried out at off peak or night time, when there is least demand for
service
It’s important for the executive housekeeper to monitor special events
around the hotel as this creates more demand for cleaning such as in public
toilet or elevators
Tasks: Sweep and mop the floor before event. If the area is carpeted
vacuum cleaner should be used. Wipe dust or suction clean the furniture.
Lighting fixtures should be checked weekly

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Lobby and other area
Lobby is a common meeting points for guest near the reception. Lobbies
cleaning are done in daily basis and periodic basis.
Many lobbies are carpeted while other have hard flooring and cleaning
process for the two kinds of flooring will be different. Such as mopping and
vacuuming.
Lobbies may have high ceiling, elaborate chandelier and other features
which are difficult to clean so in many hotels these kind of feature is
cleaned and maintained by contractor.
Responsibilities comprise vacuuming, polishing floors, organisingcushions,
wiping tables, polishing mirrors, cleaning plants, emptying bins and
ashtrays and polishing furniture.
Front entrance area
Entrances, if not cleaned and maintained daily, can easily acquire the neglected
look due to the heavy traffic and exposure, which can be very unappealing for an
arriving guest.
Cleaning of entrance should be done in daily basis.
~The entrance mats should be vacuum cleaned in daily basis to remove dust and
grits.
~The glass doors should be cleaned twice a day and where public traffic is high
the frequency of cleaning may go up to 4 times in a day. Vinegar and water
solution may also be used for glass.
~The floor of entrance should be mopped frequently through out the day.
Poor weather conditions necessitate further monitoring and cleaning throughout
the day.

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Pest control
On going proactive pest control program is vital to
maintain customer satisfaction and a healthy
reputation.
Common pests in guest rooms: Cockroaches; ants;
bed bugs
Housekeeping staff must inspect for tiny, rust-
colored stains indicative of bed bugs on mattress
tags and seams and under seat cushions during
regular room cleanings. Quarantine bed bug-
infested rooms and any adjoining rooms
immediately for treatment.
Housekeeping staff must keep an eye out for
potential hiding places (buckling wallpaper or
carpet) or other conditions that may attract pests
and report them to maintenance immediately.
Public toilet area
Before entering the toilet attendant should knock the door and announce
housekeeping. If there no reply attendant may enter, if someone using the toilet
attendant should wait outside until the toilet is not occupied. Place a sign outside of
the toilet explaining the toilet is being cleaned. Begin cleaning.
Refill al the soap, seat cover, tissue and towel dispenser
Wipe all the fixtures including mirror, pipes, faucets and dispenser
Spot clean cubicle partition and entrance door handles as needed
Clean the tops and bottom of toilet seats and all exterior surface including the pipes
Clean the toilet bowls and the inside of urinals with toilet brush
Using cleansers, clean the wash basins
Mop and clean the floor

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Cleaning agents
•Cleaningagentsisanaturalorsyntheticsubstances
thatareusedtoassiststhecleaningprocessforthe
removalofdirtandgritandthemaintenanceofa
cleanappearanceonthesurface.
Types of Cleaning agents
1. Water -Referred to as the universal solvent, this is the
prime agent in the cleaning process. To be effective in
cleaning, it must be used in conjunction with order
cleaning agents such as detergents and soaps.
2. Detergent –Cleaning agent that loosen and remove dirt
and then hold it in suspension so that the dirt is not re-
deposited on the cleaned surface.
3. Abrasives –chemicals that depend on their rubbing or
scratching action to clean dirt and grit from hard surfaces.
They are used to remove very stubborn stains on various
surface. Example: Scouring powder, sandpaper.

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Types of Cleaning agents
4. Reagents –cleaning by a chemical reaction requiring a
distinctly low or high PH. Acid may be used in solution
alone or may be part of some special formulation as in
toilet cleaners. Many alkalis act as bleachers.
5. Organic solvents –Used extensively in the removal of
grease, dry-cleaning of fabrics and satin removal. Also
useful in cleaning surfaces that may be harmed by water
such as glass surface.
6. Disinfectants –have a strong smell and therefore should
ne used only in recommend amounts in areas where germ
control is required. (Killing most microbes)
Types of Cleaning agents
7. Bleaches used in cleaning of hard surface are stabilized
alkaline solutions with a high PH. Acts as a powerful bleach
and used on sinks for the removal stains.
8. Glass cleaners –composed of an organic, water-miscible
solvent and alkaline detergent. Available as sprays or
liquids.
9. Deodorizers –Counteracting stale odoursand
sometimes also introducing a fragranced to mask them.
Used in toilets, restrooms and lobby. Example:
Naphthalene balls.

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Types of Cleaning agents
10. Toilet cleaners –Acidic in nature as their main function is to
remove stubborn stains and limescale. Designed to clean urinals
and toilet bowls.
11. Polishes –Produce a shine by providing a smooth surface from
which light is reflected evenly. Applied to a surface to form a hard,
protective layer and thus guard against finger marks, stains and
scratches.
12. Floor sealers –Acts as protective barrier by preventing the entry
of dirt, liquids, grease, stains and bacteria. Prevent scratching and
provide an easily maintainable surface. Example; Rubber floors,
thermoplastic tiles.
13. Carpet cleaners –Composed of neutral water-soluble
solvents, emulsifiers, de-foamers, soil repellants, sanitizers,
brighteners and deodorizers. Available in strays, powder, foams
and liquid shampoo.
Cleaning methods
Spotting -Removal of stains
just the area where the
stain discolors. For wall and
carpet.
Scrubbing -Remove
embedded dirt, marks,
scratches from the floor
along with some of the
finish.
Wiping -Removing any sticky or
dirty marks from surface. Lint-
free cloth should be used to
avoid leaving any smears.
Buffing -Spraying the floor
with a polishing solution
and buffing the floor with a
rotary floor machine.
Mopping -A wet mop is
used to remove spills and
adhered soil that were not
removed during the dry
removal process.
Water extraction -Sprays
heated water with cleaning
chemicals on the carpet. Then
the water is vacuumed up,
along with dissolved dirt.

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Cleaning methods
Laundering –Washing clothes or
other things made from cloth,
like sheets and towels
Polishing -Uses a floor machine
and a soft pad or brush to remove
some soil and put shine to the floor
Dusting -Remove the dust or dirt
from the surface of by wiping or
brushing.
Vacuuming –Removes dry soil so
that it does not spread, scratch
the finish or damage the surface.
Linen and laundry

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Types of linen
Consistsofbed,bathandtablelinen.
1.BEDLINEN:includesallthelaunderablearticlesonthebed.
•Pillowcases-aclothcoverforapillow.
•Blankets-alargepieceofmaterialthatkeepsthebodywarm.
•Duvetcovers–madeofcottonorblendedfabrics.Referredas
comforters.
•Mattressprotectors–toprotectmattressfromstainsand
spills.
•Bedspreads-adecorativeclothusedtocoverabed.
•Dustruffles–fabricskirtingthatextendaroundthesidesand
footofabed.
•Bedsheets-rectangularpieceofcloth,laidabovethe
mattress.
•Slippers-lightfootwearthatareeasytoputonandoffandare
intendedtobewornindoors.

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Types of linen
2.BATHLINEN:includesallkindsoftowelsfoundinaguest
bathroom.
•Bathsheets–extralargebathtowelinVIProoms.
•Bathtowels–alargetowelusedtodrythebodyafter
bathingorshowering,usuallymadeofheavy,absorbent
material.
•Facetowels–smallerthanabathtowel,isoftenofsmooth-
surfacedmaterial,usedespeciallyfordryingtheface.
•Handtowels–smallerthanfacetowels,usedbyguestsfor
dryinghandafterwashing.
•Washcloths-usedbyguestsforscrubbingtheirfaceand
bodycleanwhiletakingbath.
•Bathmats–keptinguestbathroomsforgueststodrytheir
feetaftercomingoutofabath.
•Bathrobe-alooseoftenabsorbentrobewornbeforeand
afterbathing.

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Types of linen
3.TABLELINEN:fabricitemsusedatmealtimes.
•Napkins-servietteorfacetoweletteisarectangleofclothused
atthetableforwipingthemouthandfingerswhileeating.
•Tablecloths-aclothspreadoveratable,especiallyduring
meals.
•Slipcloths-slipclothsitsontopofanalreadyplacedtablecloth.
•Tableskirting-wraparoundtheedgeofatableleavingthetop
uncovered.
•Underlay-underlayprotectsthetableandfixesthetablecloth
lightlyonthetable.
•Chairslips/cover-Chairprotectorsmadeofdifferentfabrics
likecotton.
•Conferencebaize-Baizesweremadeoffelt,verysimilartothe
baizeusedonpooltablesandtheywerethrownawayafterevery
use.

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Selecting and purchasing linen
Pick the finest quality
within the budget and
consider price
Know the technique of
production
Coordinate the linen
with furniture &
decoration
Know the cleaning
method and storage
facilities required
Know the amount and
quantity required and
the texture
Include the hotel logo
& symbol
The linen cycle

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The laundry can be defined as a
place where the washing and
finishing of clothes and another
washable articles are carried out
LAUNDRY OPERATIONS
TYPES OF LAUNDRY SERVICES
In-HouseLaundry
Located in the hotel premises.
Owned by the hotel.
The laundry department staff is employed by the hotel.
Contract Out Laundy
Located out of the hotel premises.
Not owned by the hotel.
The laundry department staff is not employed by the hotel.
Must signed contract between hotel and the outside company.
Linen Hire
Many hotels do not purchase linen and prefer to hire laundered
linen from a hiring company.
Linen hire companies supply clean linen to hotels on a hire basis.
Thus it is a contract with a company which rents and launders linen.

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IN-HOUSE LAUNDRY
More rapid rotation of linen.
Employees can examine linen,
making sure quality is upheld.
In-house administration and
security minimisesloss.
There are no transportation
costs or problems.
Must invest money on buying
equipment.
Equipment sustainability
depends on maintenance.
Additional employees
required.
Comparatively higher utility
cost.
Price, storage and delivery of
materials must be considered.
CONTRACT OUT LAUNDRY
Space does not have to be
found.
More economical.
Save labourcost.
No capital outlay.
Little technical expertise
required.
Less control over standard.
Delivery & collection
problem.
Expensive.
Need a good system of
stock control, difficult to
manage the stock (par
level).

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LINEN HIRE
Reduces cost of buying
linen.
Substituting linen is easy.
Very minimum space is
adequate for the linen room.
Less staff are required.
Short term loans are feasible
for special occasions.
Example, banqueting.
Fewer choices on quality
and style.
Standards are inconsistent.
No rags exist from the linen
room.
Modernisedarticles are not
available.
The contract price remains
the same.
CONSIDERATION IN CONTROLLING LINEN
Precise linen for the
precise job.
Progress is monitored by
senior housekeeping
officer.
Lockable storage.
Good standards required
for washing and drying.
Buying superior quality
linen.
Train and teach employees
on how to use linen.
Superior quality cleaning
chemicals.
Balanced stock levels for
every divisions and floors.

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SAFETY & SECURITY
Safety:referstotheactualconditionsinthe
workenvironmentthatprovideforfreedom
frominjuryanddamagetoproperty.
Security:referstothepreventionordefense
oftheft,fire,andotheremergencies.
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IMPORTANCE OF HEALTH,
SAFETY AND SECURITY
Good reputation Safe environment
Attract new customer
and retaining previous
Enlargedprofits No insuranceclaims
High humanresource
fulfilment levels &
employee retention

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HOTEL SAFE AND SECURE
ENVIRONMENT FOR:
Its clients and their
property
Its workforce and their
property
The proprietor’s assets
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INJURIES IN THE WORKPLACE
(HOTELS)

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THE REPORTING OF INJURIES, DISEASES
AND DANGEROUS OCCURRENCES
REGULATIONS 1995 (RIDDOR)
•RIDDORisthelawthatrequiresorganisationstotraceanyaccidents
orillhealththattakeplacewithintheorganization.
•Thiscouldbeaccidentsconcerningemployees,customersor
visitors.
•IncidentsyoushouldreportunderRIDDOR:
Workplacedeaths(excludingsuicide).
Injuriesthatresultinanemployeebeingunabletocomplete
theirnormalworkdutiesforsevenconsecutivedays.
Incidentsinvolvingmembersofthepublicbeinginjuredand
takentohospital.
•Thelegislationisimportantbecauseitholdsemployersresponsible
fornegligenceorbadworkingbehaviours.Encouragespeopleto
followhealthandsafetyproceduresintheworkplace,whichhelps
topreventaccidents.
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FIRST-AID REGULATIONS 1981
•TheHealthandSafety(First-Aid)Regulations1981callfor
employerstogivesufficientandproperequipment,facilitiesand
stafftoenablefirst-aidtobegiventoemployeesiftheyareinjured
orfallillatwork.
•Theserulesapplytoallworkplacesincludingwiththosewithfiveor
feweremployeesandtotheself-employed.
•EmployersMust:
Appointafirstaidpersonintheorganisation
Provideafullystockedfirstaidbox
Keeparecordofincidents
Informemployeesoffirstaidarrangements
•PPE(PersonalProtectiveEquipment)lawrequiresthatemployers
offerthecorrectdresscodetoemployeestoreduceanyaccidents
intheworkplace.

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ACTIONS TO PREVENT ACCIDENTS
• Give training for employees on
secure working practices.
• Utilise suitable safety
equipment’s and dressing.
• Comprehensive, well-placed
warning signs. Ex: Wet floor.
• Ensure the equipment is well-
maintained and suitable for
work.
• Carry out customary safety
inspection and health and safety
meetings.
• Less use of harmful chemicals
and appropriate storage of
dangerous chemicals.
• Create the culture to adopt
safety standards.
• Broken tiles and splits to be
reported to maintenance and
acted upon quickly.
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CAUSES OF FIRE IN A HOTEL
• Faulty equipment
and electrical wiring
• Smoking
• Exposed flames
• Overheating of
electric or gas heaters
• Electric blankets
• The mixing of
chemicals
• Blocked stairways
• Built up rubbish

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FIRE SAFETY FEATURES
Smoke
detectors
Self-closing
doors
Water
sprinklers
Fire
extinguisher
Fire alarms
Fire doors
Emergency
lighting
Fire evacuation
signs
Fire detection
system
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Find out categories
of fire and types of
fire extinguisher.

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RESPONSIBILITIES WHEN A FIRE
IS DISCOVERED
Sound the nearest
fire alarm
immediately.
Hotel fire marshals
direct customerand
visitors to nearest
fire exits.
Indicate all persons
accounted for or who is
missing and where they
are last seen.
All employees,
customers and visitors
should be directed to
assembly area.
Provide fire fighting
equipment
Fire brigade should
be informed
immediately.
GREEN HOTEL
Agreenhotelisahotelthatfocusseson
sustainabilityinitsbusinesspractices.It
differentiatesitselffromotherhotelswithits
strongfocusofreducingcarbonemission,water
usage,wastereductionandelectricityusage,
thesetypeofhotelsaretryingtoreducetheir
impactontheenvironmentasmuchaspossible.

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GREEN PRACTICES BY HOTEL STAFF
Turn off lights and turn
down air conditioning in
unoccupied rooms
Continually check for
and respond to leaking
faucets and toilets
Report opportunities to
reduce resource
consumption
Continually check for
and power down unused
hotel equipment
Make sure all rooms
have linen reuse cards
for towels and sheets
Close curtains to reduce
the need for air
conditioning
ADVANTAGES OF GOING GREENER
Environmental
certification
Asset
preservation
Protects the
environment
Cost benefits
Good ethical
identity
Able to reach the
‘eco-friendly
consumer’

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ENVIRONMENTAL CHALLENGES
AND PROBLEMS IN HOTELS
Wastage in use of
water
Inefficient use of
energy
No monitoring of
environmental
projects
Excess quantity of
solid waste
generation
Opposition by staff
for participation
No clear
environmental
policies
Green hotel video

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Procedures for recycling in
hotel
Recycling water and
use for gardening
purposes
Recycling
toner/cartridges and
reuse
Recycling toiletries
in hotel
Reusing office
equipment
Recycling food
wastage
Reusing coat
hangers by dry
cleaning
Soap recycling video

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Food waste recycling video
Waste disposal
Minimisesthe use
of wasteful products
that harm the
environment.
Recycle and reuse of
materials should be
encouraged.
Repair and reuse of
products as a
replacement for
buying new ones.
Education and
coaching programs
to be conducted for
the employees.
Hotel waste
comprises of two
components:
• Biodegradable
waste (Wet) –
Includes foodwaste
• Non-biodegradable
waste (Dry) –
Includes plastic,
papers
Energy efficient
equipment that are
less harmful to the
environment should
be used.