ACKNOWLEDGMENT
• The training in “THE ANANTA RESORT & SPA, UDAIPUR ” Was my memorial training I
would like to thank the ANANATA RESORT & SPA and Hotel’s staff and Training Manager
who gave me a chance to train in their esteemed hotel. I am also thankful to the
restaurant managers, Sr captains & captains, supervisors, & all staff who gave me proper
guidance throughout the training & thought me many things regarding all departments
which will be useful for me in future.
• I am also thankful to our Training and Placement manager Mr. Vishal Shukhwal For giving
me the placement in the “The Ananta Resort & SPA” I was able to gain lots of knowledge
about all the departments.
• I also want to thank Principal of College of Hospitality Administration for giving me the
chance to do the training.
• I would always be grateful to all of them for keen interest taken to help me and complete
my training successfully. This training of six month would definitely help me in future.
Housekeeping
• The housekeeping department is considered to be the backbone of any establishment. It basically
deals with the cleanliness and upkeep of the entire hotel.
The Ananta Resort & Spa has a total of 239 rooms divided on 7 clusters . In 1st clusters there are 14
rooms, 2nd clusters there are 22 rooms ,3rd clusters there are 12 rooms, 4th clusters there are 26
rooms, 5th clusters there are 48 rooms, 6th clusters there are 32 rooms , 7th clusters there are 77
rooms . And also there are 5 wooden cottages in our hotel.
The work activities of the housekeeping department are basically categorized as follows:-
Floor cleaning.
Public area cleaning.
Extra cleaning.
Hierarchy of House keeping Department
Executive Housekeeper
Deputy Housekeeper
Asst. Housekeeper
House keeping Executive
Housekeeping Supervisor
Sr. Room Attendants
Room Attendants
Contract Staff
Trainee
DUTIES AND RESPONSIBILITIES OF HOUSE KEEPING
DEPARTMENT PERSONNELS:-
Executive housekeeper:
Responsible for all the work and staff in her department. In order to operate successfully.
She has to organize her work and people efficiently. She must have sound technical knowledge.
She should keep up to date with latest developments in the industry and check constantly to
standards of the house keeping department.
Train, control and supervise all staff attached to the department.
Deputy housekeeper:
She acts as executive housekeeper in her absence.
Supervise the reports, registers, stock taping and stress required. Supervise the status of the
room.
Meet major guest request and companies.
Meet major guest request and companies.
Responsible for general cleanliness.
Looks upon the Linen room.
Conducts daily briefing Deputy house keeper
She acts as executive housekeeper in her absence.
Supervise the reports, registers, stock taping and stress required. Supervise the status of the
room.
Meet major guest request and companies.
Responsible for general cleanliness.
Looks upon the Linen room.
Conducts daily briefing.
Assistant housekeeper:
She acts as a head in absence of deputy house keeper .
She reports daily to deputy house keeper.
She prepares duty roasters in co-ordination with executives.
Housekeeping Supervise the status of the rooms
Meet major guest request and companies.
House keeping supervisors:
They take care of the guest floors.
The daily flow of work is as follows:-
After signing in the register every supervisor takes on the different jobs assigned to them as per the
roaster which includes placement of HK attendants, key register, desk register, turnout checking of
attendants. Reporting to the assigned floor after singing in for key, pager and checking up log for
any instructions or messages. Maintaining the minibar register as well as the HK register.
Room attendants:
They clean and service guest rooms and bathrooms.
On average one room boy cleans per shift 8 rooms.
One room takes approximately 20 minutes to clean.
One room attendant cleans the corridors and the back areas connected with the floor
The three tasks to be done in a room are:-
Complaints Maintenance if any.
Replenish Supplies.
Maintains Cleanliness
Housekeeping Desk Work Process:-
All staffs are report on daily basis of housekeeping desk, renew supplies and clean the room and
enter in the room. Housekeeping Supervisor report the present status of the room. Every room is
serviced at least once in a day and again on guest’s request. Turning down service is given in the
rooms till 19:30 hours after which the occupied rooms are given service only guests call. Check out
rooms is prepared for relating round the clock .
The morning shifts starts their works by proceeding with:-
Vacant rooms
Occupied rooms
Departure rooms
Morning service:
There are 35 room attendants on each during morning service. The only exception being that the
each clusters has only 4 to 5 room attendants . Each room attendant does a total of about 13 to 15
rooms during his entire shift. This room attendant is responsible for occupied as well as departure
rooms. There is five floor supervisor & two housekeeping executive for each floor who is
responsible for the entire floor.
Procedure for morning service:
Knock the door three times announce housekeeping if the door is not been opened wait for one
minute and then the room attendant opens the door with his room keys.
Open the door proceeds towards windows open the curtains and raise the blinds.
Keep the remote, the laundry bag and the slippers in their designated areas.
Strip the bed, collect the soiled linen and put it into the linen hamper on the trolley. Let the bed rest
for few minutes.
Start cleaning the bathroom during the meantime.
Make the bed, put the runner and the decorative pillows on the made bed
Dust the room; wipe the minibar cabinet, coffee table and the bedside tables.
Wipe clean the glass mirror and the shaving mirror vacuum clean the entire room
Replenish the used supplies in the room. Place fresh towels and the bath mat in the bathroom.
Spay the room freshener “good sense” in the room.
Turndown service:
There are 10 room attendant is responsible for the entire floor during turndown service. The turndown
service should not begin before 5:00 pm and should end before 9:00 pm. The DND rooms during the
morning service then come for the turndown service. There is a separate crew of 3 – 4 room attendants
who are responsible for the departure rooms.
Procedure for turndown service:
Remove the runner and the decorative pillows from the bed.
Put the night fold onto the duvet.
Switch on the night lamp on the bedside table.
Lower the blinds and the close the curtains.
Place the laundry tray with the laundry list, laundry, dry cleaning, pressing bags, pillow menu,
breakfast card and the goodnight card onto it, on the left corner of the bed.
Place the guest comment card on the bedside table.
Place the foot mat on the edge of the carpet properly and place the slippers on it.
Switch on the night lamp in the bathroom, check the room properly, remove the key card and leave
the room.
AMENITIES IN ROOM:-
Complementary Tea / Coffee Setup.
Complementary Mineral Water Bottles (4 Bottles).
Electric Water kettle for hot water.
Well stocked mini bar.
Letter Heads
Fax papers Picture Postcard (2.nos) Bathroom amenities: Face towel – 3nos Dental Kit – 1nos
Shaving Kit – 1nos Hair Dryer - 1
Bathroom amenities:
Face towel – 2nos
Dental Kit – 2nos
Shaving Kit – 2nos
Hair Dryer – 1nos
Bathrobe – 2 nos
Body lotion – 1nos
Comb – 1nos
Shower cap – 1nos
Loafah – 1nos
Band aid – 2nos
Ear bud -2nos
Tissue box -2 nos
Toilet glass – 2nos
Hand towel – 2 nos
Bath towel – 2 nos
Hair conditioner -1nos
Bath gel – 1nos
Hair shampoo – 1nos
Tissue roll – 1 roll
Disposable bag – 2nos
Public area cleaning:-
As guest first enters into public area it is must that all public area must be clean thoroughly as it
creates first impression in mind of the guest, and first impression is always the last impression. The
condition of the public or front desk of the house area makes a strong statement about the rest of
the property.
Public area includes:-
Entrances
Lobbies
Front desk
Corridors
Elevators
Public area rest rooms
Swimming pool
Exercise rooms
Dining rooms
Banquet and meeting rooms
Back of the house areas include:
• Administration and sales office.
• Employee areas.
• Housekeeping areas.
Extra cleaning:
This includes doing jobs or the cleaning of the areas in any room which are not done on a daily basis. These
include:-
• Head board cleaning and cleaning of the skirting under the bed and the minibar cabinet.
• Mattress turning.
• Fridge cleaning.
• Staircase railing cleaning.
Work activities that I performed in the housekeeping department:
Assisted house keeping attendants in the making of rooms during morning services. Monday Fridge
cleaning Tuesday Blinds curtains Wednesday Skirting dusting Thursday Ceiling cleaning Friday Window glass
cleaning Saturday Phone cleaning Sunday Pest control
Assisted house keeping room attendants during turndown services of rooms.
Helped in transferring new linen to the store room.
Helped in distributing the fresh linen on each floor for day to day activities
Shooting of linen through shoot linen box i.e. soiled linen from each is shooted through door and
collected at the ground floor an after that it is delivered to laundries through trolleys
The uniform room:
The uniform room is located right next to the laundry for easy transportation of soiled and fresh
uniforms. The sewing section is located at the back of the uniform room. The sewing section has a
total of 20 sewing staff working on sewing machines doing the jobs of alterations, sewing, mending
trouser chains and other jobs. The cabin of the Executive housekeeper is also located in the uniform
room.
The points to be remembered while handling uniform :-
Systematically arranged the freshly received uniforms from the laundry onto the shelves in the
serial order of the employee numbers.
Arranged uniforms without the employee numbers meant for the contract staff and the trainees
according to their sizes.
Issued fresh uniforms to staff according to their employee numbers or in exchange of soiled
uniforms or a uniform exchange slip.
Always keep safe distance between fresh and soiled uniforms. Different sizes of bed and bath
linen.
Different sizes of bed and bath linen:-
ITEM SIZES RATES
BED SHEET SINGLE
BED SHEET DOUBLE
PILLOW COVER
PILLOW PROTECTOR
BATH TOWEL
HAND TOWEL
FACE TOWEL
BATH MAT
FOOT MAT
DUVET SINGLE
DUVET DOUBLE
DUVET COVER SINGLE
DUVER COVER DOUBLE
Chemical used:-
• R3- For glass
• R4/R5- Toilet cleaning
• R1- Multipurpose cleaner
• R2 - To remove odour
• R6 - For w/c
Linen room:-
The linen room is located at the basement, next to the laundry. It provides linen to the entire hotel.
The linen room functions between 7:00 am till 6:00 pm. The work begins with the setting up of the
trolleys with the bed and bath linen for all the floors after the trolley are stacked the linen staff
equally distributes the linen on each floor The washed dusters from the laundry are sorted, made
into piles of 10 each and kept on racks. The kitchen dusters are sent to the laundry.
The bath linen received from the laundry is checked for stains and loose threads if any. The hand
towels and bath mats are made in piles of 10 and put into trolleys. The bath towels are folded
properly, each one separately and put into trolleys and delivered on each floor. Besides this linen
room staff does the collection of the soiled linen through the “chutes”.
Soiled linen from all the rooms are put into a trolley in the floor pantry by the room attendants. The
linen room staff then starts the transferring of soiled linen to the basement through the chute,
where they are collected onto trolleys.
All the linen is separated first. The bed sheets and the duvet sheets are put first through the chute,
they are followed by the bath towels and bath robes. Then the napkins, foot mats and the pillow
covers. These are then followed by the hand towels, bath mats and face towels. The last items to go
through the chute are the newspaper bags and laundry bags. After this soiled linen are transferred
to the laundry department for washing.
