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HOTELHOUSEKEEPINGsityPressOperations and ManagementG. RaghubalaniverHospitality Consultant and TrainerUnSmritee RaghubalanOxfordAssociate ProfessorDepartment of Hotel ManagementGarden City College, Bengaluru Oxford University Press. All rights reserved.HHK3e book.indb 126/09/18 8:45 PM
3Oxford University Press is a department of the University of Oxford.It furthers the University’s objective of excellence in research, scholarship,and education by publishing worldwide. Oxford is a registered trade mark ofOxford University Press in the UK and in certain other countries.Published in India byOxford University PressYMCA Library Building, 1 Jai Singh Road, New Delhi 110001, India Oxford University Press 2007, 2009, 2015The moral rights of the author/s have been asserted.First Edition published in 2007Third Edition published in 2015sityPressAll rights reserved. No part of this publication may be reproduced, stored ina retrieval system, or transmitted, in any form or by any means, without theprior permission in writing of Oxford University Press, or as expressly permittedby law, by licence, or under terms agreed with the appropriate reprographicsrights organization. Enquiries concerning reproduction outside the scope of theabove should be sent to the Rights Department, Oxford University Press, at theaddress above.erYou must not circulate this work in any other formand you must impose this same condition on any acquirer.ivISBN-13: 978-0-19-945174-6ISBN-10: 0-19-945174-5UnTypeset in Baskervilleby Ideal Publishing Solutions, DelhiPrinted in India by Magic International (P) Ltd., Greater NoidaOxfordThird-party website addresses mentioned in this book are providedby Oxford University Press in good faith and for information only.Oxford University Press disclaims any responsibility for the material contained therein. Oxford University Press. All rights reserved.HHK3e book.indb 226/09/18 8:45 PM
Features of1The Hotel Industry—An OverviewLearning ObjectivesEach chapter begins with learning objectivesthat focus on learning and the knowledgeyou should acquire by the end of the chapter.Learning ObjectivesPressAfter reading this chapter, you should be able to claim an insight into the history of the hotel industry understand the classification of hotels based on different criteria appreciate the placement of housekeeping as an important support department in theorganization of hotel departmentsIntrOductIOnThe term ‘hospitality’ refers to the cordial and generous reception and entertainment of guests or strangers, either socially or commercially. Indians are knownthe world over for their hospitality—atithi devo bhavah (‘the guest is like a god’)has been our adage from time immemorial. It is because of this heritage that India, withits numerous hotels, is considered one of the world’s leading hospitality venues. With thehospitality industry earning substantial foreign exchange and generating employmentfor lakhs of people across the country,1 it has gained popularity as a profession and thispopularity is expected to only increase in the future.In ancient times, travellers relied on roadside homes for meals. Later travellers,mostly pilgrims, were cared for in temples or monasteries. In India, various universitiessityLaundry managerAccording to the Second Annual Report to the People on Employment, 2011, Ministry of Labour andEmployment, Government of India, the hotel sector has generated an estimated employment of6.05 million in 2009–10.Laundry supervisorLaundry workers/attendants –sorters, markers,loaders, packersPress menivWashersFeeders andfoldersSpottersDry cleanersValetsThe Hotel Industry—An OverviewLocationTarget marketFig. 2.4 Laundry organization chartSize and numberof properties Length of stayThemes Heritage hotels Transienthotels Ecotels Residentialhotels/apartotels Semi-residential Boutiquehotelshotels SpasOxford Small hotelsLevel of service Economy/budget hotelsduties and responsibilities The Medium sized Mid-scale/mid-markethotelsspot stained fabrics before loading them into the washing machines.hotels Luxury Largehotels Resort Suburbanload soiled linen into washing machines,feed in therighthotelsamountof detergentand hotelshotelsother laundering chemicals, and run themachines. Very largeMotels Suite hotelshotelsload washed linen into dryers. Mega hotels Airport hotels B&B hotels Resort hotels Extended-stay Chain hotelsclean all equipment after use.hotels Casino hotels Forest hotels Timeshares Floatels Condominiums BoatelsThey are the lower rung of staff in the laundry,out a variety of duties. Proper Service Rotels carryingapartments/training is essential to ensure they function smoothly andefficiently.corporatelodgings Commercial City-centre/hotelsdowntownwasher ishotelsexpected to ConventionhotelsFigures and Tables All chapters contain figures and tables to illustrate the topicsLaundry Workersdiscussed.3Table 1.1 Classification of hotels based on different criteria19/01/15 8:17 PMUnHHK3e ch01.indd 133Executive housekeeperer1The Housekeeping Departmentduties and responsibilitiesA laundry worker is expected todegreeof soiling.Motels andThis termis derivedfrom the phrase ‘motor hotels’, being located primarily on sort soiled linen according to fabric types, colours,is, motorways).Theyprovide modest lodgings to highway travellers. Theto load (thatwashedlinenintodryers. load soiled linen into washing machines andhighwaysof stay is usuallyovernight.Mostmotelsthe laundryand freshlinenfromtheprovide ample parking space, and may be transport soiled linen from the linen room tolengthlocated near a petrol station. Example: The Kamat Yatri Nivas chain found all over Karnataka.laundry to the linen room. keep the laundry clean.airport hotels These are hotels set up near airports. They cater to mainly transit guests,who might have to stay over at the hotel between flights.pressmenresort hotels These cater to people who want to relax and enjoy themselves at a hillstation, near the seashore, and so on, as well as to people who are looking for a change forPressmen are responsible for ironing linen, uniforms,and guest clothing using handhealth reasons. Therefore, resort hotels may be variously called health resorts, hill resorts,The HousekeepingDepartment57 and so on.irons, calenderingmachines,steam presses,beach resorts, summer resorts, winter resorts, and so on, depending on their location andpositioning. Most resorts, particularly those in hill stations, work to full capacity only during the clement seasonal periods and hence undergo fluctuations in sales revenue fromseason to season. Examples: Bangaram Island Resort (a beach resort in Lakshadweep);Valets/runnersSummarySummaryThe summary at the end of each chapterdraws together the main concepts discussedwithin the chapter. This will help the readersnation and cooperation of the housekeeping departmentreflect on and evaluate important concepts.with the other hotel departments has been discussed‘Valet service’ means that the hotel will take careCoconutof the Lagoonguest’s(alaundry.Valets reportbackwater resort in Kerala); and Spice Village (a wildlife resort).hotels) has been depicted in organization charts. Theto the linen room supervisor. They are responsible for collecting soiled guest laundryduties and responsibilities of all housekeeping employeesforest hotels These are located within a forest range and cater to tourists visiting theand delivering fresh guest laundry. In many hotels,a valet is not charged with theforest area.have been listed. The personal attributes of housekeepingtask of delivering guest laundry only. Here the valet shares a service room with thestaff have been discussed in detail, as this helps in thefloatels (floating hotels) As the name implies, these are hotel establishments onGRAs;theIdealroomis completeironforand ironingboard, needles, cotton and string,recruitmentprocess.layoutshave beenwithoutlinedluxury liners or ships. Rivers, big lakes, and seas are ideal spots for such hotels. In He may alsoperformtheless tediousfunctionsthe department;though manyother layoutsships,rooms aresmallerand all furnitureis fixed down. Figure 1.1 shows a cruise linera houseman.(see Plate 1 in DVD).tional andofsuccessful.The all-important aspect of coordi-The housekeeping department has often not been givenits due importance in hotels, particularly in the Indianhotel industry. The volume of work undertaken by thisdepartment can easily be gauged by the fact that in acommercial hotel, the department easily employs thelargest workforce. Just picture the vast expanse of areato be cleaned and maintained, the cartloads of linen tobe washed, the huge amount of supplies and amenitiesto be handled, and one can easily understand why thisdepartment is referred to as the backbone of a hotel.vividly. The section on the professional housekeeper covIn this chapter, we have defined the term ‘housekeep- ers the managerial aspects of a housekeeper’s work andHHK3e ch02.indd 33ing’ and discussed its importance in hotels. We have then the job specifications of the future-ready housekeeper. InHHK3e ch01.inddchalked out the aims and objectives of the housekeeping the last section, housekeeping in institutions otherthandepartment. The organizational hierarchy in the house- hotels—such as hospitals, hostels, residential homes, artkeeping department (at small, medium-sized, and large galleries, and museums—has been discussed.Boatels A houseboat hotel is referred to as a boatel. The shikaras of Kashmir and the kettuvalams of Kerala are houseboats that offer small but luxurious accommodations to travellers inmidst of lakes and waterways. Figure 1.2 shows a houseboat in Kerala (see Plate 1 in DVD).22/01/15 10:56 AM319/01/15 8:17 PMKey TermSAmenity A service or item offered to guests or placedin guestrooms for convenience and comfort, at noextra cost.Departure room A room from which the guest hasdeparted, settled the account, returned the roomkeys, and left the hotel. It is also called a check-outroom or vacated room. Oxford University Press. All rights reserved.Back of the house The functional areas of the hotelin which employees have little or no guest contact,such as the engineering and maintenance department,laundry, and so on.Heavy rate of check-outs and check-inactivities on the same day, so that as soon as a roomHHK3e book.indb Back-to-back4DND card A ‘do not disturb’ card is hung outside theroom to inform hotel staff or visitors that the occupantdoes not wish to be disturbed.Double locked (DL) An occupied room in which thedeadbolt has been turned to prohibit entry from the26/09/18 8:45 PM
The housekeeping department has often not been givenits due importance in hotels, particularly in the Indianhotel industry. The volume of work undertaken by thisdepartment can easily be gauged by the fact that in acommercial hotel, the department easily employs thelargest workforce. Just picture the vast expanse of areato be cleaned and maintained, the cartloads of linen tobe washed, the huge amount of supplies and amenitiesto be handled, and one can easily understand why thisdepartment is referred to as the backbone of a hotel.In this chapter, we have defined the term ‘housekeeping’ and discussed its importance in hotels. We have thenchalked out the aims and objectives of the housekeepingdepartment. The organizational hierarchy in the housekeeping department (at small, medium-sized, and largethe BookKey TermSAmenity A service or item offered to guests or placedin guestrooms for convenience and comfort, at noextra cost.Back of the house The functional areas of the hotelin which employees have little or no guest contact,such as the engineering and maintenance department,laundry, and so on.Back-to-back Heavy rate of check-outs and check-inactivities on the same day, so that as soon as a roomis made up, a new guest checks into it.Check-in The arrival and registration of a guest at thehotel. The term is also used for a guest who has arrived and taken possession of a room and used thehotel services.hotels) has been depicted in organization charts. Theduties and responsibilities of all housekeeping employeeshave been listed. The personal attributes of housekeepingstaff have been discussed in detail, as this helps in therecruitment process. Ideal layouts have been outlined forthe department; though many other layouts are also functional and successful. The all-important aspect of coordi114housekeepingHotel Housekeeping:Operations and Managementnation and cooperation of thedepartmentwith the other hotel departments has been discussedvividly. The section on the professionalhousekeepercovto assess jobperformanceand to discuss steps the emof employees required to operate the housekeepingers the managerial aspects ofployeea housekeeper’sandjob skills and performance.can take to workimprovedepartment at specific occupancy levels of the hotel.the job specifications of thePerformancefuture-readystandardhousekeeper.InA requiredlevel of performance SOP (standard operating procedure) A document of athe last section, housekeepinginstitutionsother thanstanding nature that specifies a certain method of opto inmeetquality standardsset by the organization.hotels—such as hospitals, hostels, residential homes, arterating or a specific procedure for the accomplishmentPorch A covered approach to the entrance of a building.galleries, and museums—has been discussed.of a task. SOPs can be developed for all importantPosition description Position descriptions are written forhousekeeping activities and tasks.employees with management prerogatives and givetheir basic function, scope, and specific responsibilities. Vanity area A unit comprising a wash basin and mirror,surrounded by a flat area where soap, dental kits,Procedure manual A procedure manual is a documentshaving kits, and tooth glasses are kept.developed for employees working in an organization,Departure room A room from which the guest haswhich gives information about standard procedures Window squeegee Small, manual cleaning equipmentdeparted, settled the account, returned the roomwith a handle, rod, and rubber blade. It acts just as ato be followed for various activities being carried outkeys, and left the hotel. It is also called a check-outwindshield wiper in clearing away excess water fromin the organization or the department.room or vacated room.windows while washing.Productivity standard An acceptable amount of work thatDND card A ‘do not disturb’cardbeisdonehungwithinoutsidethe time frame according Work emphasis This is a statement mentioned inmusta specificthe position description, relating how a managerroom to inform hotel staff orthat theleveloccupantto visitorsan establishedof performance.should allot his/her time and efforts. For example,does not wish to be disturbed.PTE Part-time employees.a manager may have his/her work emphasis chalkedDouble locked (DL) An occupied room in which theRoom attendant’s cart A lightweight wheeled vehicleout as 50 per cent administrative work, 30 per centdeadbolt has been turned to prohibit entry from theused by room attendants for transporting cleaningoperations, inspections, and training tasks, and 20 percorridor. Only a grandmasterkeyoranemergencysupplies, guest amenities, linen, and equipment neededcent coordination and follow-up.key can open it.to complete a block of cleaning assignments.Work schedules Work schedules list the actual work toErgonomics The study ofSani-binpeopleThesein relationtotheirare small metal or plastic containers with lids,be undertaken by particular employees during particularworking environment. kept in toilets for the collection of soiled sanitary towels.periods of the day.Key TermsAll important terms have been explained atthe end of each chapter as key terms. Thiswill help the readers retain all the new termsthat have been introduced in the chapter.PressFaucets Another term forStaffingtaps. guide The staffing ManagingPersonnel115guide is a Housekeepingscheduling andZero-basebudgeting Zero-base budgeting refers to hirtoolonthatenablesthe executive housekeepering employees while taking into account the actualFloor pantry A service roomcontrolprovidedeachfloor scussthevarioustechniquesthatmaybeusedoccupancyfor a specified period of time.15. What informationshouldworkschedulescontain?GRAs to store cleaning agents, equipment, guest supChief engineer/Chief maintenance officer The personin performing a time and motion study.Explain withan example.plies,guestroom linen, and maid’s carts.in charge of the engineering and maintenance16.depart22. Discuss the importance of teamwork and leaderDiscuss the steps involved in drawing up dutyFloor par The quantity of each type of linen that isment. He/she maintains a crew of plumbers, electriship in housekeeping.rosters. What are the advantages of using a dutyrequiredto outfitall roomsserviced froma eviewQueSTionScians, and other specialized personnel.23. What arethe components of employee welfare?roster?floor pantry.24.What ofis theof documents.action in discipliningerrant the four-step training cneedsCMMS A ‘computerized maintenance management sys9. Discuss1. Discuss the importancethe aybe used15. What information should work schedules nsandemployees?List descriptionsome areas that may 10.requirethe is training? Discuss it under the followingoftheemployee.Explain.tem’, installed in hotels to make sure that maintenanceWhat(a) Job specification (b) JobaappraisaltimeandcarriedmotionExplain with an example.check-outsand whereinformationregarding theguestssettingofregulations to ensure discipline.18. Whyinis es take place before the point of breakdownheads:Job ofteamworkandleader16. Discuss the steps involved in drawing up duty19. Discuss theis maintained.25. Explain theterms:various appraisal rating systemsandassignmentis reached.(a) Steps in training (b) Benefits of training(e) Job(f) followingJob proceduresship in housekeeping.rosters. What are the advantages of using a duty(a) Induction(b) BOSthe methodsperformanceFrontofofappraisingthe houseemployeeThe functionalareas of thehotel,(c) Types of training2. Differentiatebetweenainjob description anda posiDeep23.What are the components of employee welfare?roster?cleaning Intensive or specialized cleaning under(c)Cross-training(d)MBOin detail.which employees have extensiveguest contact, such11. What are the various ways of scheduling housetion description.taken in guestroomspublic areas,oftenconductedistheandcourseof actionin Howdiscipliningerrant (e) Laissez faire17. Motivationis the result oforsatisfyingthe basicneeds(f)Fringebenefits20. 24.WhatWhatis aastimemotionstudy?doesitfood and beverage facilitiesandarethefrontoffice. developed?keeping employees for a day’s work?3. Howjobbreakdownsto a specialList some areas that may require the (g) Critical incidents (h) Boomersof accordingthe employee.Explain.schedule or on a special projectdifferemployees?from job analysis?12. Explain the alternative techniques of scheduling4. What is a staffing guide? What is the procedure ofbasis.GRAofGuestroomattendant.settingrules and regulationsto ensure discipline. (i) BARS18. Whyis performance appraisal carried out in hotels?employees.developing a staffing guide for a hotel property?25. Explain the following terms:19. Discuss the various appraisal rating systems and13. What legal aspects should the executive house5. Discuss the sources of labour that can be tapped(a) Induction(b) BOSthe methods of appraising employee performancekeeper bear in mind while scheduling orK(c) Cross-training(d) MBOin detail.14. Explain the following terms:6. Explain the selection process of staff for the houseLaissezfaire(f)Fringebenefits20. What is a time and motion study? How does it 1. Write(e)4. Makeinaamonthlydutya job description for a GRA in the housekeepHHK3e ch02.indd 5722/01/1510:56AM roster for 24 GRAs employed(a) Work schedules(b) Graveyard shiftkeeping departmenthotel.(g) Criticalofincidents(h) Boomersdiffer from job analysis?at HotelpitfallsLakeviewInternational,a five-star deluxeing departmentHotel LakeviewInternational,a the common(c) Buddy(d) Job analysis7. What arean interviewermay(i) BARShotel.five-stardeluxe property.(e) Productivity standard(f) Staffing guideface during the course of an interview?5. Designhousekeeper’sa format for performanceusing2. Draw out the staffing guide for a 300-room,mid-the executiveSOPs(h) Work emphasis8. Explainrole in the appraisal(g)themethodsdiscussedinthischapter.scale property.(i) Zero-base budget(j) BSCorientation of a new housekeeping employee.projeCT worKdUniverExercisesA series of concept review questions as wellas project assignments highlight the majortopics covered in the chapter. The questionsenhance learning and can be used forreview and classroom discussion.sityCheck-out An American term adopted by hotels in Indiato mean a guest’s departure from the hotel.or3. (a) Chalk out an orientation programme for a GRA6. Carry out a time and motion study of bed-making.Oxfa five-stardeluxeproperty.4. inMakea monthlydutyroster for 24 GRAs employed1. Write a job description for a GRA in the housekeep(b) ChalkoutLakeviewa trainingInternational,programme aoffive-stara week’sdeluxeat Hoteling department of Hotel Lakeview International, adurationforaGRAinafive-stardeluxe property.hotel.five-star deluxe property.1145. Design a format for HHK3e ch03.inddperformance appraisalusing2. Draw out the staffing guide for a 300-room, midthe methods discussed in this chapter.scale property.CaSe STudieS6. Carry out a time and motion study of bed-making.3. (a) Chalk out an orientation programme for a GRAin a five-star deluxe property.1. a housekeeper’s dilemma(b) Chalk out a training programme of a week’sduration for a GRA in a five-star deluxe property.Ms Sheila is the executive housekeeper of Hotel Misty John attends the 3-day workshop and gets back to the city,Mountain. The hotel has 150 rooms and, being located but he does not get back to work and extends his leavein a hill station, has some locals employed in the house- by another day, citing personal reasons over the phone.CaSe STudieSkeeping department. John, a local employee, was very This is at a time when the hotel has high occupancy. Sheilahard-working and has been with the company for more gets to know through the food and beverages manager1. a housekeeper’sthan eight dilemmayears as a floor supervisor. His wife is working that John has extended his leave as he wanted to joinin the accounts department in the same hotel. John was the accounts department on a picnic. She conducts anMs Sheila is the executive housekeeper of Hotel MistynominatedJohn attends3-dayworkshopawardand getsthe city,for y and finds that the information is true.Mountain. The hotel has 150 rooms and, being locatedof latebutJohnhe doesnot getbackto workand extendshis leave She questions John about this improper mode ofhas beenveryirregular,comesin late, andin a hill station, has some locals employed in the house-has byanotherciting priorpersonalreasons ehasextension of leave and that too at the wrong time. Shekeeping department. John, a local employee, was verycounselledThis is ata timethe odwork heSheilatells him that she feels she made a mistake by nomiput inthroughwould beif hisirregularitynating him for the workshop. He claims that he hadhard-working and has been with the company for morehas alreadygets to knowtheignoredfood andbeveragesmanagerShe hasalsoextendedmentionedit wouldaffect histo jointo take the leave and adds that his nomination for thethan eight years as a floor supervisor. His wife is workingcontinues.that Johnhisthatleaveas he wantedand promotionprospects.need not be used to blackmail him. Sheila isin the accounts department in the same hotel. John wasincrementsthe accountsdepartmenton a picnic. She conducts workshopannowfeelsthatthathis themoralecould be boostednominated for the ‘Best Supervisor’ award last year. But Sheilaenquiryandfindsinformationis true. by very angry and has a memo issued to him indicating ofresponsibilityand has him deputed to the linen roomof late John has been very irregular, comes in late, andShe questions John about this improper mode ofa neighbouringcity,forthathousekeepingfor one week as punishment.has been absent without prior intimation. Sheila hasup, inextensionof leaveandtoo at the supervisors.wrong time. Shecounselled him and mentioned that the good work he tells him that she feels she made a mistake by nomihas already put in would be ignored if his irregularity nating him for the workshop. He claims that he hadcontinues. She also mentioned that it would affect his to take the leave and adds that his nomination for theincrements and promotion prospects.workshop need not be used to blackmail him. Sheila isHHK3e ch03.indd 11522/01/15Sheila now feels that his morale could be boosted by very angry and has a memo issued to him indicating lacksending him for a housekeeping workshop that is coming of responsibility and has him deputed to the linen roomup, in a neighbouring city, for housekeeping supervisors. for one week as punishment.22/0Chapter-end CasesChapters end with case studies thatare designed to consolidate thereaders’ understanding of the chaptersubject and broaden their decisionmaking skills.HHK3e ch03.indd 115HHK3e book.indb 511:08 AM Oxford University Press. All rights reserved.22/01/15 11:08 AM26/09/18 8:45 PM
Preface to the Third EditionUniversityPressWelcome to the world of hospitality! Working in the housekeeping department of this industry isboth fun and challenging. The department is responsible for the cleanliness and upkeep of the frontas well as the back of the hotel areas, so that the hotel premises always appear fresh and aesthetically appealing. It plays a major role by engaging a large workforce and handling responsibilitiesspread over a vast area in the hotel.Typically called the ‘backbone of the hotel’, the housekeeping department is increasingly beingreferred to as the ‘heart of the hotel’ because it freshens up and invigorates the entire hotel dayin and day out, helps eliminate unwanted waste, and is responsible for the long and healthy lifeof the hotel.Housekeepers have proved their mettle and are today a force to reckon with in the hospitalityindustry. Many of them have gone on to become general managers at various properties aroundthe world. Hotel housekeeping is an area where each day brings a new challenge due to whichlearning is a ‘work in progress’ for housekeepers.Since the publication of the last edition, we have received valuable feedback from facultymembers regarding the inclusion of certain topics. Based on their feedback, we have appropriatelyrevised the text.The third edition of this well-accepted textbook continues to provide an exhaustive yet lucidcoverage of the various aspects of hotel housekeeping. We sincerely hope that this edition willfurther aid students in understanding the basic concepts and applications of this subject.About the BookKey FeatureOxfordHotel Housekeeping: Operations and Management is specially designed to meet the needs of studentsof undergraduate and diploma courses in hotel management, certificate courses in housekeeping,and postgraduate courses in accommodation operations. Students of home science will also findthe book useful. This book can act as a reference for all issues related to housekeeping for managers and supervisors.Discusses all aspects of housekeeping such as the role of housekeeping in hospitality operation,composition, care and cleaning of different surfaces, room layout and guest supplies, area cleaning, routine systems and records, pest and odour control, uniforms, laundry, flower arrangement,interior decoration, indoor plants, lighting, contract services, and moreNew to This EditionNew chapter on Facilities Planning and Facilities ManagementNew sections on records and formats maintained in floor pantry, contemporary organizational structure,housekeeping in airlines and cruise ships training methods, making duty roster, unit of balance score card in performance appraisal,enhanced content on time and motion studies Oxford University Press. All rights reserved.HHK3e fm.indd 628/09/18 12:52 PM
Preface to the Third EditionviiPress service level agreement (SLA) in contracts, new room layouts, issue of privacy in guestrooms,and Internet and Wi-Fi devices in hotels contemporary guest amenities such as pillow menu, yoga kit, etc. hotel-specific cleaning agents, cleaning of lawns and gardens, composition and cleaning ofsurfaces such as faux wood and faux stone uniform management in hotels and trends in hotel uniforms detailed working of a history-based budget role of housekeeping in safety and the concept of safeguarding assets enhanced content on waste segregation, recycling, sewage treatment plant, effluent treatmentplant, biogas plant, composting and vermiculture lighting plans, selection of wall coverings, revised content on guestroom accessories, detailedsnag list, revised content related to trends in housekeeping, and moreOnline Resource CentreFor Students Multiple Choice Questions Flashcard Glossary PowerPoint presentations on modernbed-making procedure (with duvet),flower arrangements, mechanical cleaningequipment, uniforms, laundry equipment,types of windows, sa
HOUSEKEEPING HOTEL G. Raghubalan HHK3e_book.indb 1 26/09/18 8:45 PM KÆ(} hv]À ] ÇW Xoo ]PZ À X Oxford University Press. 3 Oxford University Press is a department of the University of Oxford. It furthers the University’s objective of excellence in research, scholarship,
