PEST CONTROL

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

WINDOW TREATMENTS

HOUSEKEEPING IN OTHER INSTITUTIONS

1. HOUSEKEEPING IN OTHER INSTITUTIONS

Whether it be in a hotel, hospital, university, or other residential establishment, the main purpose of the housekeeping and accommodation department is to provide a clean, comfortable, and attractive environment for all those who use the premises and those services must be provided in such a way that they do not lead to any safety, fire or health hazards; hygiene is of particular importance with control of pathogenic organisms and the prevention of cross-infection becoming an important factor.

THE IMPORTANCE OF HOUSEKEEPING: Housekeeping, the maintenance of a clean, pleasant and orderly environment has always formed an essential part of civilized living. It is a labour intensive activity though less so now than in earlier times, when there were few mechanical aids and labour was so cheap and plentiful that its cost was not an important consideration. The importance of the role of the housekeeper in management is rarely fully recognised, and the consequences of poor housekeeping are not always appreciated. The housekeeper will have different duties depending on the priorities of the particular establishment, type and size of establishment, the number of staff employed, company policy, the number and extent of contract services used and the function of other department. The job can be very demanding and time-consuming, and 60-70% of the time may be spent dealing with personnel in all its aspects. Some of the main duties and responsibilities are indicated below:

1. The recruitment and dismissal of staff within the department
2. Staff training and appraisal
3. The control and supervision of staff
4. Implementing the policy of the company, organising work schedules, duty roasters, setting standards and achieving goals
5. The control and supervision of the linen room
6. Security of the establishment
7. Maintenance of the buildings and contents eg. Equipments, furniture’s and fittings
8. The keeping of all relevant records on staff, finance, equipment, materials, re-decorating, room occupancy and special functions
9. The welfare of staff and customers
10. The purchasing of supplies and equipment

HOUSEKEEPING IN HOTELS: Hotels are commercially run operations for the customer who has a choice of where to stay, and pays for the accommodation and services received. The housekeeper has to bear in mind that the customers must be attracted to the establishment so marketing and selling are important factors. Furthermore amenities and services are geared to meet the demands of the market for which the hotel is catering. Within hotels the cleaning and domestic services are provided by the housekeeping department. The function of the hotel housekeeping department is to provide, organize, and control the cleaning, linen and laundry and room servicing throughout the hotel. The standard of this work and particularly the type and amount of room servicing will depend upon the level of accommodation provided. The provision of these services will be reflected in the tariff for each room.

The aims of this department are:

• To provide these services economically and efficiently
• To promote the comfort of the guest, staff and visitors
• To assist in the maintenance of the fabric of the building, whilst contributing to a safe and healthy environment

The department will also be required to provide those “finishing” touches which will increase a guest’s enjoyment of his stay at a hotel e.g. flower arrangements, personal laundry/dry cleaning service and hotel literature. The only form of catering with which the department will normally be involved with is the provision of early morning tea and sometimes the service of continental breakfasts when these are taken in the guest’s room.

HOUSEKEEPING IN RESIDENTIAL ESTABLISHMENTS: Residential establishments include student’s halls of residence or hostels belonging to universities, poly techniques and institutes of higher education, adult education centres, staff colleges, training centres and residential homes, and schools run by local authorities or other organizations. The head of such establishments may be called the bursar, the domestic bursar, the steward, the residence manager, the hall manager or the matron. Providing housekeeping service for people in residential establishments such as hostels, boarding schools is of a different nature to providing similar services in hotels. In hotels perhaps the emphasis is on aesthetics whereas in hospitals it is more important to be concerned with hygiene, and in institutional establishments thought has to be given to people who are living in a room which is to be their home for quite some considerable time. A further problem is usually a very tight budget. In a small college the domestic bursar and his/her assistant will normally share the work of the department between them although the domestic bursar takes overall responsibility. The domestic bursar will also be involved in forward planning operations for the smooth running of the establishment. Traditionally, student hostels have provided a full catering service and a full cleaning service for residents during term time and relied upon vacations to provide the opportunity for staff to carry out periodic cleaning and maintenance. A member of the academic staff, usually known as a warden, will normally be responsible for the welfare and discipline of residents. In residential homes and schools a full range of catering, cleaning and associated services is usually provided.

Duties of domestic bursar: Responsible for the organization and control of all aspects of the services provided including catering, cleaning, and maintenance of the grounds in which the establishment is set. Duties will vary from one establishment to another but specifically they will include:

1. Budgetary control
2. Staff recruitment and discipline
3. Staff training and welfare
4. Establishment and maintenance of standards of service
5. Preparation of work schedules and rotas
6. Reporting and checking of maintenance requirements
7. Control of gardening and maintenance staff
8. Control of laundry and linen room
9. Control of kitchen staff
10. Ordering of food, cleaning equipment, materials, and linen
11. Care of lost property
12. Security, including the care of keys
13. Fire precautions
14. Stock control
15. Provision of advice and reports with respect to staffing and finance
16. Conference organiser

Large universities are managed in several different ways. The accommodation manager may be in charge of the student accommodation on and off campus, but in other management set ups there will be an overall domestic manager sometimes known as a director of the residential organisation. In this case the director will be responsible for

• Catering
• Housekeeping of student halls
• Co-ordination of maintenance and repairs
• Organisation of off campus student accommodation

His/her important responsibility is cost control and standards. In a university all administration comes under the responsibility of the registrar but his/her prime concern is the academic side. The bursar on the other hand is in charge of services. The department heads have following responsibilities:

1. The estate manager is in charge of all building and maintenance including of the grounds.
2. The catering manager is in charge of all the food and beverage outlets including the cleaning of those areas.
3. The service manager or superintendent caretaker is in charge of the cleaning of all public areas, classrooms, lecture theatres, laboratories and any other teaching areas as well as offices and toilets.
4. The accommodation manager is in charge of cleanliness and organisation of all student accommodation.

Although universities do get government grants they are largely self financing organisations and they must at least break even at the end of any one financial year. With this policy in mind it is the job of the accommodation manager to play his/her part by marketing accommodation during vacations and keeping control over costs of the accommodation function. Apart from the financial side of the operations the accommodation manager must be concerned with the well being of the students and staff, the cleanliness and hygiene of the accommodation and of course the smooth running of the department. A housekeeper will normally be in charge of a hall of residence containing up to 500 beds. Students usually have single study bedrooms with shared toilets and shower facilities but in some colleges and universities, there are also shared bedrooms. The halls may be single sea or mixed but they are of two types:

• Fully catering halls in which case the housekeeper is normally responsible for both catering and housekeeping services to the hall.
• Self catering halls in which case the housekeeper is simply in charge of housekeeping services as the students cook for themselves.

The housekeeper who also is sometimes known as a domestic bursar is responsible for the following in his/her particular hall.

• Cleanliness and hygiene
• Pest control
• Keys and student mail
• His/her own staff welfare, work supplies and organisation
• Linen
• Bed control-one person per bed so avoiding financial/ethical problems for the hall and study problems for the student

The housekeeper in a hall of residence should always on duty when the students check in. A rooming list will have been issued previously from the accommodation secretary so that s/he knows exactly who has been allotted to which room. Room keys are handed out on arrival and often a small deposit is taken to cover the cost of the loss of the key or any damage to the study bedroom or breakages in the hall when students check out. The housekeeper must always be on hand to do an inventory as items do tend to take on the role of souvenirs.

HOUSEKEEPING IN HOSPITALS: The function of the domestic services department in a hospital is to provide, organize and control an effective cleaning service for the whole of the hospital i.e. wards theatre areas, outpatients, laboratories, specialist e.g. remedial departments, gymnasia, offices, staff facilities, patient’s recreational areas and residences. In some hospitals the departments may also be responsible for the cleaning of the catering department. The work of the department is primarily cleaning, with the aim of producing a technically clean, aesthetically pleasant environment which will:

• Assist in promoting the comfort of patients, visitors and staff.
• Contribute to the health care of the patients by using cleaning procedures which will control harmful organisms and help to prevent the spread of infection.
• Contribute to the maintenance of the fabric of the building.

The work in the patient areas is carried out around the patients. The method of work chosen must therefore be quiet, fast and efficient and disturb the patients as little as possible. This also means that the domestic stall who work on patient areas must be of a temperament that can cope with working among sick people. The provision of linen and laundry services is normally the responsibility of the laundry manager and his/her department.

DUTIES AND RESPONSIBILITIES OF DOMESTIC SERVICES MANAGER IN HOSPITALS

1. The smooth running of the domestic services department of a particular hospital or hospital units
2. Advice on domestic services within the district
3. Hygiene and cleanliness throughout the unit, with the exception of the catering department, the mortuary and often the operating theatres. These areas usually have their own specialist to deal with cleaning.
4. Health safety and security
5. Pest control
6. Good co-ordination with other departments
7. Control of any contract agencies such as window cleaners
8. Liaison with unions
9. Efficiency and cost effectiveness
10. Cleanliness of staff residencies
11. Staff uniforms
12. Staff recruitment training and welfare

Domestic services manager

                                                                                          >Secretary

▼

Assistant domestic services manager

▼

Domestic supervisor

▼                                                                                  ▼

Domestic assistants                                                    Team Cleaners

ASSISTANT DOMESTIC SERVICES MANAGER: Aids in the running of the department. The assistant DSM will also have some specific responsibility such as staff training or being responsible for a particular unit, perhaps a small specialist hospital.

DOMESTIC SUPERVISOR: Responsible for a certain number of wards and domestic assistants who clean those wards. The main responsibility is to maintain the standard of cleanliness and hygiene within his/her area of the highest level and consequently s/he is involved with the organization of work on those wards. Liaison with nursing staff is especially important.

DOMESTIC ASSISTANT (Grade 1): They are often employed on part time basis. The job involves cleaning particular areas of the hospital usually the wards. Hospital wards usually consist of three main areas.

1. The sanitary areas (bathrooms and toilets)
2. The kitchen area (each ward usually has a small kitchen for the preparation of beverages etc.)
3. The ward area (patients sleeping area and in some cases a sitting room or day room area)

The domestic staffs are concerned with cleaning these three areas. They may also clear away food trays, but do not normally make beds, this is the task of the nurse. In some hospitals, housekeeping units are in operation. They carry out the following duties.

• Bed making
• Service of food and beverages
• Cleaning any food trays and possibly washing up
• Arranging flowers
• Delivering and collection of patient’s mail
• Taking care of patient’s needs e.g. shopping
• Care of clothes and personal belongings
• Cleanliness and hygiene in the wards

DOMESTIC ASSISTANT (Grade 2): are also known as “team cleaners” because they work in a team. Team cleaners usually consist of a group of workers who get a higher rate of pay, than that of a Grade 1. This is because their job involves the use of floor maintenance, machinery. They will normally also be involved with heavier cleaning work such as wall washing, curtain changing, cleaning the public areas including the toilets and high dusting.

HOUSEKEEPING IN RESIDENTIAL HOMES: While the basic cleaning has to be done and the principles are the same as in other residential establishments, the important word in this heading is “homes”. For many of the residents who may be elderly or handicapped people or children, it is indeed their home, in many cases the only one they have or are likely to have. In the case of the elderly or infirm, they may have had to give up their own home and may be fortunate enough to have some of their own possessions in their rooms. In these types of establishments it is essential to create a happy, homely atmosphere, but since the residents do require care, the cleaning should be thorough. Often there may be soiling which creates extra work and interrupts the regular flow of work and the people doing it require a certain dedication and temperament. There should be a discipline and routine as in other establishments but co-operation with the residents is important and according to their capabilities with and guidance from the medical professionals in charge. They can be allocated certain duties such as bed making or dusting to give assistance where practicable. However the work must be supervised and inspected so that the required standards are maintained.

HOUSEKEEPING IN MUSEUMS, ART GALLERIES, LIBRARIES AND ARCHIVES: Those establishments will include display areas, exhibits, workshops, archive areas for old documents and/or books and extensive shelving carrying books. Particular problems include:

1. Dust control and control of ultra-violet light necessary to prevent the deterioration of exhibits.
2. Cleaning the extensive numbers of shelves, books, and areas of glass.

The organization and supervision of cleaning and maintenance usually forms part of the curator’s or librarian’s job description. The cleaning of technical areas and exhibits is normally undertaken by curatorial staff and by cleaning staff under their supervision.

PUBLIC TOILETS: are frequently subjected to heavy soiling and vandalism. Routine cleaning is undertaken by an attendant.

SPORTS AND LEISURE CENTRES: Will include squash courts, gymnasia, swimming pools, restaurants and bars, indoor bowling greens and sport courts. Particular problems will include

1. Extensive usage during day and evening
2. Need to maintain the floors of gymnasia and squash courts
3. High standard of hygiene required in wet areas
4. Maintenance of air and water conditioning plant.

SUMMARY OF THE KNOWLEDGE AND SKILLS REQUIRED BY SUPERVISORS IN ACCOMODATION AND CLEANING SERVICES

1. An understanding of the contribution of accommodation and cleaning services to the organisation in which they work.
2. Technical knowledge and skills-the nature of soil, cleaning equipments, cleaning agents, protective finishes, materials, fixtures and fittings, cleaning and servicing procedures.
3. Supervisory skills-planning, organizing, controlling, leading.
4. The ability to communicate effectively.
5. Legal requirements-health safety welfare, industrial relations and their application.
6. The ability to develop more efficient methods of work.

HOUSEKEEPING IN OFFICES: In offices and other buildings open to the public cleaning is a continuous operation of which the occupants and the public are usually unaware. Cleaning and services are varied and relate to the particular organization. But, as a general rule, most large office blocks have a resident caretaker or house manager who has overall charge of the building for security, fire prevention, heating and ventilation and who will either liaise with the tenants for their cleaning arrangements supervise contractors or organise his own staff. All the main cleaning has to be completed before offices are opened or the public are admitted and work may be going on in the evening, overnight or early in the morning with, in most cases, a small back-up staff employed during the day to cope with the toilet areas, dust and debris and for any emergency. The main duties of an office housekeeping manager are:

1. Supervision of the daily cleaning and the organisation and supervision of the periodical cleaning
2. Supervision of contractors for windows, boilers and lifts, floral displays, specialist cleaners.
3. Recruitment and selection of cleaners within the offices establishment.
4. Training organisation and welfare of all cleaning staff.
5. The purchase and stock control of all cleaning supplies and equipment within the budget limits.
6. Maintaining regular inspections of the building fabric, furniture, fittings, plant and equipment and arranging routine repairs. Reporting any major faults to the office administrator.
7. Liaising with tenants and users of the establishment o0n cleaning and housekeeping requirements.
8. The disposal of confidential waste by shredder and incinerator and the control and disposition of rubbish.
9. Any security measures as determined by the tenants and the office administrator.
10. Any other duties which can be considered part of the housekeeping services.

INDOOR PLANTS

INDOOR PLANTS

With the increasing concern for the environment and the campaign against the use of cut flowers, indoor plants have now become a vital part of interior decoration. The use of artificial plants for the purpose of decoration has also become popular and these have the added advantage of minimal maintenance. The advantage of natural plants over the artificial plants is that they are not only decorative, but they also absorb potentially harmful gases and clean the surrounding air. Most paints and furnishings in the process of degradation emit trace levels of organic chemicals that can build up into toxic levels. Natural indoor plants act as air cleaning machines, removing the trace levels.

In hotel properties, indoor plants are appreciated for their ability to add charm and liveliness to hotel guestrooms and public areas such as lobbies and corridors. They should be chosen with care, so that their colours, shapes, and size fit in with the décor of the space. The temperature, humidity in the room, and the amount of light available there must also be taken into account. The health of a plant depends on the soil medium. Ideally, the soil should be of an open texture to allow air to reach the roots. A mixture of red earth, coarse sand, compost and leaf mould forms a very good medium.

Plants can be potted in clay/ plastic pots. Clay pots are porous and allow evaporation of moisture, hence they require more watering than the plastic pots which they are likely to be over watered. Holes at the base of the pot assist in the drainage of water.

BASIC ELEMENTS THAT A PLANT NEEDS FOR GROWTH:

1. Air temperature

2. Light

3. Water

4. Humidity

5. Re-potting

6. Food / fertilizers

7. Pruning

8. Disease and pest control

AIR TEMPERATURE:

Plants thrive well in warm temperatures. They cannot withstand a constant change in temperature. Therefore it is wise to allow some transition time in the shade when transferring it to extremes of temperature.

LIGHT:

Although plants can be kept indoors, they need light for their growth. Light is a vital factor in the photosynthesis process by which plants make their food. Artificial lighting does enable a plant to grow properly. Indoor plants will generally not grow in a dark or poorly lit room. Plants with dark green leaves

can be placed in a dark area with sufficient artificial light. The light intensity of a plant varies according to the darkness of the area. Dimmer the light, longer the lighting.

Often it is noticed that plants grow only in one direction. This is because they are seeking light only in that direction. To achieve a uniform growth, rotate the plants in their place periodically.

Indoor plants need to be brought out for fresh air at least once a fortnight. Care should be taken however to ensure that the plants are not placed in the direct sunlight. Doing so, even for 5 minutes will scorch the leaves of the plant.

WATER:

The water requirement of the plant depends on many factors like season, position indoors, age of plant, type, room temperature, type and size of pot  and soil medium used. It is incorrect to presume that frequent watering of the plant keeps it healthy. It is quite the reverse as over-watering can kill a plant.

Water has to be provided judiciously and though there is no accurate guideline for this, one can test the soil in the pot for dampness. If the soil is damp, the plant does not need watering. If it is dry then sufficient water must be given so that the water drains out from the drainage holes at the base of the pot. By using less water here to prevent overflow, there is the risk of damaging the root system and killing the plant as the root will grow upwards in search of water and may get exposed and damaged by external factors.

Under-watering can also lead to the accumulation of salts at the top or side and cause marginal or tip burning of leaves. Over-watering is as dangerous as it will lead to root suffocation and rotting.

Useful hints for watering:

· The winter month require less watering for the plant as the root is dormant. Conversely,

summer is the growing season of the plant.

· Plants with thin leaves require more water than others. Cacti and succulent plants which store

water require less watering.

· Freshly potted plants with less root development will require little water as over-watering can

cause rotting of the tender roots and vice versa for well grown plants.

· If the temperature of the room is high, plants require more water. If it is cool, the watering

should be less.

· It is necessary to clean the leaves regularly with a wet sponge in order for plants to thrive well

and look healthy. This prevents the pores in the leaves from getting clogged with dust.

HUMIDITY:

Often one notices the tip of the leaves turning brown and wilting which happens in an air conditioned room, simply because air conditioning dries out the humidity in the air. The plants lose water faster from the pores in their leaves than they can replace it through their roots.

Some suggestions to provide humidity for the plant –

· Place the plants on a tray of wet pebbles. The water evaporates upward from the surface of stones and

creates a humid atmosphere around the plants.

· Group the plants together so that they can break the air currents blowing on them and also take

advantage of the moisture evaporating from each other. Water pools between plants can enhance this

effect.

· Spray water on leaves of the plant.

RE-POTTING:

Plants cannot grow forever in the same pot. As the roots gradually fill up the pot, it needs to be planted in another pot for it to continue to grow. For further growth, remove some soil from the top and replace it with fresh soil, at least once a year. Repotting should be done during summer or during the rainy season. Plants should be watered the day before re-potting, but care must be taken not to over water making the soil slushy. The plant should slide out of  the pot smoothly without damaging the roots. For the purpose of re-potting, the next larger size which is bigger by 3 cm in diameter is suitable and has drainage holes in the bottom which allow excess water to flow out. Transfer to a very large pot may result in damage to the roots as they will hold more water.

FERTILIZING:

Plants need to be fertilized fortnightly with a proper balance on N.P.K. These are the three elements that are most essential to the growth of all plants. Nitrogen is essential for the growth of the stem and leaves, phosphorous for the roots and potassium for the general sturdiness of the plant. There are ready chemical fertilizers with a mix of all three.

PRUNING:

Pruning is required to make the plant grow bushier and to give it the desired shape. It is also done to get rid of the diseased parts of the plant. Pruning should be done when the plant is in its active growing stage and should never be carried out in winter.

DISEASE AND PEST CONTROL:

Most plant problems occur due to two reasons – disease and pests. Be on a constant look-out for symptoms of plant disease. Spray the plants fortnightly to prevent attack. A neem spray is an organic way to keep diseases and pests at bay without any side effects.

Guidelines to avoid plant problems –

· Adequate fertile soil with essential nutrients.

· Constant inspection and check on plants and any infected parts should be immediately

removed and destroyed before it spreads.

· Overcrowding of plants can cause diseases since they require adequate sunlight, water and

good air circulation.

· Water the soil as required and allow drying out between watering, as over watering can cause

rotting problem.

· Remove all unnecessary old leaves, weeds, etc.

· Regularly turn soil and leave  exposed to sunlight allowing it to sterilize.

· Do not give any insecticide treatment on a hot sunny day as the plants could get scorched.

Spray in the late evening when there is minimal air movement.

· Avoid spraying insecticide on delicate flowers and petals as they may be adversely affected.

SO, CARING FOR PLANTS –

1. Watering - care must be taken at the time of watering as no plants can survive without water, yet

more plants die from over-watering.

2. Light and sun - light is usually beneficial, but direct sunlight intensified through glass will

scorch leaves – giving brown papery areas on the leaf. Lopsided or one-sided growth is another

indication of inadequate lighting.

3. Humidity - dry air can cause leaf tips to turn brown and papery on vulnerable plants.

4. Feeding - pale leaves and short, stunted growth may be due to lack of fertilizer in the compost.

5. Bud drop - bud drop is often caused by dry compost or dry air. Some plants do not adapt or re-

orientate their buds to light from a different direction if they are moved round.

6. Wilting and collapsing - plants usually wilt for the following reasons – too much water, too little

water or insects or a disease affecting the roots. If the stem looks black or rotten, a fungal disease is

the likely cause and the plant should be discarded.

SOME IMPORTANT CATEGORIES OF INDOOR PLANTS

1. BULBS, CORNS, AND TUBERS :

All possess a fleshy organ from which roots are produced and in which food and water are stored.

Examples – Begonia, Crocus, Cyclamen, Hyacinths, Narcissus, Tulip

2. FERNS:

Ferns are foliage plants which do not produce flowers and seeds but reproduce by means of spores.

Examples – Adiantum, Davallia, Nephrolepis, Pellaea, Polypodium, Polystichum

3. CACTI:

Cacti are succulent plants. These are of two types – desert and jungle.

Examples – Aporocactus, Echinocactus, Epiphyllum, Notocactus, Opuntia.

4. MONSTERA:

Only one species, MONSTERA DELICIOSA, is a popular house plant. The leaves are shiny and are basically heart-shaped. If well treated they can grow very big – 10 to 15 feet tall and 6 to 8 feet across.

5. ORCHIDS:

Orchids are probably the largest flowering plants family and most are quite expensive. They are also called EPIPHYTES. They are available in a vast variety of shapes, colours and sizes. They may be produced on the flower stem in clusters or singly and the stalks can be erect or drooping. Flowers can be scentless or delicately scented. Most have a fleshy, waxy texture and each bloom is long-lasting (3-6 weeks).

Examples – Brassia, Cymbidium, Miltonia

6. PACHYSTACHYS:

Only species of this grown indoors is PACHYSTCHYS LUTEA (Lollipop plant), a low growing shrub with tubular flowers with dark green, shiny leaves.

7. SANSEVIERIA:

These are popular and easy to grow. Two main types are: tall growing plants with stiff, erect, lance-shaped leaves; and dwarf- growing rosette forms.

8. SUCCULENTS:

These store water in their tissues.

Examples - Agave, Aloe, Cotyledon, Graptopetalum, Pachyphytum, Sedum, Lithops.

9. SAXIFRAGA:

Only one specie is useful indoors – SAXIFRAGE STOLONIFERA which has many off springs. It is a stem less plant, look attractive in small hanging pots.

10. TULIPA:

These are essentially outdoor plants, but they also make very decorative indoor plants. These have small leaves, short flower stalks and large flowers. These are grown from bulbs.

11. WASHINGTONIAS:

These are popular fan palms and are easy to grow indoors.

12. YUCCA

13. ZANTEDESCHIA

14. TOLMIEA.

ASSIGNMENT

Q.1) Why are indoor plants replacing flower arrangement in hotels?

Q.2) What is the advantage of using natural plants rather than artificial plants?

Q.3) Explain are the basic elements that an indoor plant need for its growth?

Q.4) Why are re-potting and pruning necessary for indoor plants?

Q.5) How do water and humidity affect the growth of indoor plants?

Q.6) Give reasons for:

A) Plants should be rotated in their place periodically.

B) When indoor plants are taken outdoors they should be placed in the shade before being put in the sunlight.

C) Clay pots are preferred to plastic pots.

D) Under-watering causes marginal or tip burning of leaves.

E) Plants need to be fertilized with a proper balance.

Q.7) Name 10 indoor plants that are placed in the hotels .

Guest Safety and Security

Guest Safety and Security

Security Issues
----------------------

Security encompasses areas such as security of the property itself, company assets, employees' and customers' personal belongings and valuables, life security, personal security etc.
 
In all workplaces management stipulates that it is not responsible for valuables and employees personal belongings (their handbags, items kept in the personal lockers, etc.).  Yet management must take all possible measures to prevent theft among employees and of employee belongings through its hiring practices and through the implementation of effective management, human resources and operational policies, such as:  

• Background checks of selected applicants
• Policies related to employees' entry to, and exit from, the workplace
• Spot checks of locker rooms and lockers
• Effective supervision and control during the work cycle
• Policies related to the discovery of criminal records and wrongdoing among, and by,  employees
• Control of people entering and exiting the workplace

With regard to guest valuables, management informs guests that the hotel is not responsible for valuables left in the room, advising them to secure these in safety deposit boxes provided by the hotel.  Besides taking care of security issues related to the people they employ (as outlined above), management must undertake some necessary measures, among which:

• Providing "secure" (safety) deposit boxes and areas to keep valuables
• Policies and practices to ensure the security of these boxes and areas
• Management and operational policies regarding the security of guest rooms
• Management and operational policies regarding the security of public areas
• Security policies and practices for the back-of-the-house areas
• Employment and training of security personnel
• Policies and practices to minimize the "presence" and "patronage" of  "shady characters" and criminals, verification of registration and check-in personal data and documentation submitted, and curtailing free movement of unknowns on the premises, as well as direct, free flowing communication with local, national and international security authorities)
• Training of staff in guest and valuable security
• Effective supervision and control procedures.

Some of the security measures taken by hotels:

Key Card Locks:

While key card locks on guest rooms are quickly becoming the standard, some hotels still don't take advantage of the added safety provided to guests.  Guest room locking systems these days include punch and magnetic key cards which have locks with flash memory and other productivity linked functions. The system can directly be linked with PMS.

Security Guards:

Hotels have their own staff of trained security guards working 24-hours every day to provide the best in safety and security for our guests

Defibrillation Units:

A life saving device in case of heart attacks, defibrillation units are starting to be deployed among police and emergency personnel across the nation.

Security Cameras:

Hotels have security cameras with digital technology, intelligent access central system, software interface with CCTV for matching undesirable visitors and criminals, interfacing with motion detectors, pocket lie detectors and spy cameras and use of biometric readers like hand key reader or face recognition system etc.

Fire Alarms:

While most hotels now have smoke detectors and fire alarms, Some hotels have a state of the art alarm system with smoke detectors in each guest room and throughout the entire complex that is monitored 24 hours a day, 7 days per week that pinpoints the exact point of the alarm allowing our security staff to respond immediately to the area of any alarm condition.

Emergency Power:

Very few hotels have any provision for emergency power in case of an electrical outage while a few hotels provide limited emergency stand-by power to provide elevator service and some lighting.  Some hotels has a 2-Megawatt stand-by generator that provides 100% emergency power that can provide uninterrupted guest service during a power outage.

Emergency Manual:

Hotels maintain an emergency manual, detailing operations in the event of a variety of emergencies.

Employee Photo ID:

For added security, some hotels have employees wearing a photo ID, nametag allowing quick identification.

In-Room Safes:

In addition to the safety deposit boxes offered by most hotels at the front desks, Some hotels provide in-room guest safes capable of holding a lap-top computer that use the guest's own credit card as the key.

Guest elevators:

Elevators may also be interfaced with a room electronic locking system, where swiping the room card key takes the guest to the floor on which he is staying.

Bomb threat security:

Precautions and measures that may be taken in the above case:

1. Security nets and body searches for guests not known to the staff.
2. Banqueting suites and other non-public areas should be security checked and locked after use
3. Goods received and bags should be checked and kept tidy.
4. If a bomb threat is received via telephone, the telephonist should note carefully what exactly is said, the time of the call received the accent of the caller and background noise if any. After the alert the GM should stay put in the lobby where he can be reached easily.
5. Duties and responsibility of staff during an emergency should be well-defined.
6. The hotel should work closely with the police to keep them updated.
7. Chamber maids and HK supervisors should be trained to conduct security checks in the guest rooms.

Security measures for women travelers

-Mirrored walls of the guestroom floor elevators so that you can see who is walking behind you

-Well-lit public areas such a s lobby bars

-Valet parking services to avoid the need of a woman to enter the parking lot

-Assigning rooms closer to the elevator

-If a woman traveler is not assigned a room on the special executive floor , hotels most often on request, upgrade her accommodation to that floor without an increase in room rate. The floor is staffed almost 24 hours a day with a concierge

IMPORTANCE OF A SECURITY SYSTEM

The guest, who comes to a particular hotel, comes with an understanding that he and his belongings both will be safe and secure during his stay at the hotel. At the same time it is also quite important that the hotel staff and assets are protected and secure. Hence it is very important to have a proper security system in place to protect staff, guests and physical resources and assets such as equipment, appliances buildings, gardens of the hotel and also the belongings of the guest.

The management must take care that the security and safety systems cover the following areas:

• Guest: Protection from crimes such as murder, abduction and health hazards from outsiders, hotel staff, pests, food poisoning etc.
• Staff: Providing staff lockers, insurances, health schemes, provident funds etc. Protective clothing, shoes, fire fighting drills, supply of clean drinking water use of aqua guards, sanitized wash rooms etc.
• Guest luggage: Secure luggage store rooms and proper equipment such as luggage trolley and bell hop trolley should be provided.
• Hotel Equipments: Lifts, Boilers, Kitchen equipment, furniture fitting and building etc. must be protected and for these the security and safety should cover up fire safety equipment, bomb threat security system, water floods security system, earthquake security system , safe vault security system etc.
• Protection of raw materials, goods, provisions and groceries etc. for this the security system should cover proper storage and pest control systems, apart from the application of total material management system.

TYPES OF SECURITY:

1. Physical aspect
2. Security of persons
3. Security of systems

1) Physical aspect is divided into two parts a) Internal b)external

a) Internal security

Against theft

Fire safety

Proper lighting

Safeguarding assets

Track unwanted guests

b) External Security

Proper lighting outside the building

Proper fencing of the building

Fencing of pool area to avoid accidents in the night

Manning of service gates to restrict entry

Fixing of closed circuit TV cameras

2) Security aspects of persons

a) Staff

Effective recruitment and selection

Identification of staff

Key control

Red tag system

Training

Locker inspection

b) Guests:

Check scanty baggage guests

Guests suspected of taking away hotel property should be charged according to hotel policy

Guest room security:

Provide wide angle door viewer, dead bolt locks, night torch, chains on doors etc

Employees should be trained to not give any information about in house guests to outsiders

While issuing a card key ask for key card if in doubt of the guest.

House keeping staff should never leave keys expose on unattended carts in corridors

3) Security aspects of systems:

Record of all losses and missing items immediately

Inventory control should be proper

Auditing should be done on a regular basis

Proper system for cash disbursements should be made

The term system implies the operations of the hotel eg: all the equipment used for operation, procedures laid down for operations and policies to be followed. Systems procedures and policies if followed properly shall safeguard the assets and increase life span of equipment as well as avoid any breakdown maintenance

This would mean the following:

Fix duties and responsibilities: Fix duties of staff members so that they don’t interfere with others’ work.

Make surprise checks

Staff who have access to liquid assets should be made to sign a bond so that in case of theft the concerned person can easily be caught

Hiring of some independent security company to check the security system of the hotel

Safety issues
-----------------

When we take the same hotel as example, it is management's duty to ensure "safety" in several areas, such as:
 

• The structure itself
• Installations and fixtures (check electrical, plumbing, air-conditioning and other installations)
• Public and work areas (e.g. slippery floors,  hazardous obstacles in traffic areas), safety of furniture, equipment, appliances, and utensils.

This is followed by:   

• Health safety (nontoxic cleaning material and detergents used)
• Good quality air (what we breathe, dependent upon the type of equipment, installations and fixtures used, and regular repairs and maintenance)

• Food safety (a whole world in itself including sanitation, food quality, food spoilage, correct handling procedures, allowable and recommended temperatures, etc.), and checking and control procedures.  

An important "preventive measure" is eliminating the possibility of communicating contagious diseases. Even if local regulations do not require it, it is recommended to send food and beverage handlers for a regular medical checkup. Another preventive measure is the formulation and implementation of policies and procedures related to employee accidents which may present a threat to food sanitation.  

Culinary staff who cut themselves accidentally at work, as often happens while slicing food products, have to immediately stop handling food, and report to their Executive Chef and to the person in charge of First Aid in their company (Security or Human Resources Department) for preliminary treatment and handling.  Healing and precautionary measures are taken before they are allowed back at their job.

There are also some basic "dress" requirements for staff involved in food and beverage preparations:  e.g. Chefs' hats (to prevent hair and whatever hair contains to fall into the food), discreet earrings (non-dangling) or no earrings for women, and long hair neatly and securely tied in a bun at the back of the head.

Of no lesser importance is the safety of work tools and work procedures covering all areas, such as stable ladders, secure shelving, safety shoes, well-fitting work garments, clearly written and complete safety procedures and guidelines from management, safety training, and safety installations and equipment, e.g. fire fighting units, regular maintenance schedules for safety equipment and installations, wider traffic areas (to prevent accidents), adequate staffing, and last but not least, continuous effective training in work procedures.

All of this necessitates comprehensive planning, the creation of clear policies and work procedures, organization, implementation, training of supervisors and employees, supervision and control.  

FIRE:

Fires in the hotel may result in the injury and loss of life of both the guests and the staff.

Main causes of fire are:

i) Smoking:

-Smoke only where allowed.

-Put out cigarettes in the right place.

-Sufficient ash trays should be provided in eating places and in rooms, but away from curtains and draperies.

-Educate the guests about fire possibilities due to smoking.

ii) Defective wiring, faulty appliances and motor and worn out insulation

Such hazards should be immediately reported to the concerned person and such equipment should be immediately repaired

iii) Laundry Areas:

Care should be taken to see that none of the electrical equipment is left on after use

iv)Gas leaks:

Precautions should be taken against this especially in kitchen areas.

v) Combustible waste

Combustible material should never be left near the boiler room

vi) Kitchen

All equipment such as chimneys, exhausts, ventilators, grills, hoods etc. which collect a lot of fume vapor and catch fire easily should be cleaned regularly.

vii) Elevator shafts:

These require constant check and inspection. Cigarette butts can ignite the debris and oils that gather at the bottom of elevator shafts.

Types of Fire and fire extinguishers:

Hotel personnel are trained about the fire protection procedure and the types of fire. They must be able to recognize the various types of fire, all fire require air. Air contains O₂ which is necessary for combustion. Fire has been classified in 5 categories depending on how they can be extinguished-

Class A Fire- It is the fire of wood, paper, linen and similar dry materials. They are extinguished by cooling and quenching effect of water. The water reduces the temperature of burning substances below their combustion temperature. These are the most frequent and easiest to extinguish when there is an ample water supply and when water can be directed on the combustible material .Keeping the other combustible material wet will limit the spreading of fire

Class B Fire-These include fires of oil, gasoline, grease and other petroleum product. These fires are extinguished by blanketing the source of burning substances and eliminating the supply of O_2.Petroleum products is lighter than water and will float on water and continue to burn and spread by means of flowing water to other section of the building, hence water is never used for this category.

Class C Fire-These are the fires of pressurized gases. For e.g. L.P.G., most of the gases are lighter than air but L.P.G. is heavier than air. Water is not to be used for this class of fire.

Class D Fire-These are fire of metals having low burning temperature for e. g. Na, Mg etc. This class of fire does not exist in the hotel.

Class E Fire-These are electrical fire. The fire extinguishing agent must not conduct electrical energy which could spread the fire. Electrical fires are usually blanketed and cooled down. Water is a good cooling agent but it also conducts electricity, so it is not used to control or extinguish this class of fire. Electrical fire is usually caused by a part of circuit overheating or by short circuit. Controlling the sizes of electrical fuses and circuit breaker will often minimize this class of fire.

There are 2 systems of fire protection

1. Portable fire extinguisher.
2. Stationary fire fighting system.

Portable fire extinguisher

1. Soda acid fire extinguisher- It is used for class A fire. The extinguishing agent is H₂O.The fire extinguisher is a cylinder type of pan in which a rubber or flexible hose is attached to the top. When it is desired to use the extinguisher, it is carried to the fire and inverted. A small bottle of acid usually H₂SO₄ is spilled when the cylinder is inverted or turn upside down. Powdered sodas, bicarbonate of soda (Baking Soda) is mixed with H2O when the tank is charge or fills with water. The chemical reaction of acid and soda water creates a pressure which forces the water out of the cylinder or tank. The hose is used to direct the flow of water to the fire. It has 2 disadvantages:-

-It must be kept away from freezing

-Acid causes corrogen problem which reduce the life of the tank or cylinder. The corrogen problem has been minimized by replacing the acid with CO₂ cartridge. Upon the cylinder inversion the cartridge opens and releases CO₂ gas under high pressure. The high pressure gas than forces the water out of cylinder.

2. CaCl₂ fire extinguisher-It is also used on class A fire. . CaCl₂ is a salt which when added to water form brine which has very low freezing temperature. CO₂ cartridge is used as pressure agent to force H₂O and CaCl₂ out of the cylinder to the fire. These extinguishers are used where freezing is a potential hazard
3. Foam type extinguisher-It is used on class B type of fire. The extinguisher is charged with special chemical (Al₂SiO₄), the chemical spread on the burning material and the solution, blanket the fire by excluding O₂.
4. CO₂ fire extinguisher- It is used on C, D and E class of fire. The CO₂ types spray a chemical fog towards the fire. The fog quickly excludes the O₂ from the burning material and blanket the combustible material.
5. D.C.P. extinguisher- It can be used on C, D and E class of fire. The most common extinguishing agent is sodium bicarbonate or plain baking soda. The extinguisher is charged with the dry chemical and a small tank of CO₂ gas. The CO₂ gas exerts pressure on dry chemical and forces it out of a nozzle directly to the fire. The powder strict the fire and the heat from the fire breaks down the chemical which releases CO₂ gas on a large scale which helps in extinguishing the fire.

Stationary fire fighting system

1. Automatic sprinklers-It is generally mounted just below the ceiling height with a temperature detector or smoke detector, attached with each sprinkler. The temperature from the fire melts the fusible link on the detector, which opens a water valve. The water is then sprayed on the ceiling and falls on the floor, extinguishing the fire. If the fire area should spread, more sprinklers are automatically opened, thus confining the fire to a small area. The temperature detector can be purchased for different activating temperature. The high temperature detectors are often used in kitchens.
2. Fire Hose System-It is a semi portable system. In this system the fire hose box is permanently located but the flexible hose can be moved to various distances throughout the building. The hose used to fight fire within a building should be of linen type. The linen allows some water seepage through it which will prevent its burning when in use.

HANDLING EMERGENCY SITUATIONS

Apart from fire and bomb threat etc. the front office staff at some point of time have to handle a lot of unusual situations also. Some such situations may be death and illness of guests, theft in hotels etc and many others.

1) Death of a guest in the hotel :

• Once the information comes to the front desk it should directly be reported to the front office manager.
• The front office manager will then report it to the GM or resident manager
• The security manager should also be informed immediately
• The police is informed and the hotel doctor is summoned who will check and confirm the death
• Meanwhile the hotel will locate the residential address of the deceased and will inform the relatives.
• Once the police complete all formalities and activities and gives the permission, the dead body is fully covered and then removed from the room on a stretcher. For this purpose the service elevator and not the guest elevator is used
• A death certificate is obtained from the doctor
• A report should be prepared as to who informed of the death, time, room number and date of death. In case there is any luggage of the deceased in the room a list should be prepared and the luggage should be kept in the luggage room and the person performing this activity should sign this report
• The guest room is locked and sealed.
• After obtaining clearance from the police the room is opened and thoroughly disinfected and spring cleaned and only after permission of the police and subsequent permission of the GM or resident manager the room should be sold.

Some important facts to be kept in mind are:

• Donot enter the room alone always take the lobby manager and security officer with you
• In case you are aware that the deceased was under the treatment of a specific doctor, the same should be called instead of the hotel doctor. His physician will also be helpful in knowing and notifying the incident to the relatives and people known to him
• Donot disturb the body or touch anything before the arrival of the police as this may be a murder or suicide case.

2) Handling accident cases:

• A knowledge of first aid would come very handy in such situations. In general the following

points should be taken care of :

• Remove the person who has met with accident from the site of accident {as early as possible and take him to a more comfortable area, use a stretcher in case the need be}
• Call the doctor and if possible give him the details of accident and gravity of the accident.
• Take someone along with you to the site of the accident as you may need help
• Keep alert you must serve the victim immediately by providing first aid
• Try to protect your establishment from any false allegations

Prepare a full report of the whole accident giving details of the date and time who reported the incident, room no., site of the accident etc. Also make your comments as to the reason of the accident and how could it have been prevented and what action is to be taken to avoid the same in the future.

The accident book:

• An accident book is usually maintained in all organizations and the receptionist should record all details of accidents which have occurred to employees whilst carrying out their daily activities.
• The book must be kept in a place easily accessible by any injured person or a person bona fide
• Particulars of an accident may be entered here in either by the injured person himself or by a person acting on his behalf
• The accident book when filled up should be preserved for a period of three years after the date of the last entry
• Every employer is required to take steps to investigate the circumstances of the accident recorded and if there happens to be any discrepancy between the circumstances found by him and the entry made, he is required to record the circumstances so found.

3) Situation of Theft:

Theft is divided into four categories:

1. Theft by employees of the hotel can be avoided by:
   • Work business and personal references should be checked before the employee is hired.
   • A detailed record of all employees who enter the guest room such as chamber maids bellboys room boys maintenance etc
   • All hotel keys should be returned to the department concerned and no employee should be allowed to take keys out of the hotel’s premises.

II. Damage of hotel property by the guest can be avoided by:

• The hotel staff should identify the main cause for the damage.
• If the damage is appears to be done intentionally the hotel can ask the guest to pay compensation for the same. For this it is necessary that the front desk is well versed with the cost of the damaged item.

III. Theft of hotel property by the guest:

Can be avoided by taking the following steps:

• Installing automatic locks on the guest room doors
• Appointing a security officer who would walk and take rounds at regular intervals
• Inform guests to use the safe vault of the hotel and not to keep valuables in the guest room
• Keep a watch on walk in as their likelihood of being a thief is more as compared to a guest who has undergone a process of making a reservation in the hotel
• Avoid giving room numbers of resident guests to visitors or over the telephone callers.
• In case the guest loses his key and asks housekeeping to open the room door for them, HK should direct them to front desk
• Master key should be kept under strict supervision and control

Theft by outside visitors can be avoided by:

• being aware of suspicious persons
• regular and irregular schedule of vigil and rounds
• Stagger lunch and rest periods of employees so as to keep one person on duty on each floor at all times
• Instruct eh telephone operator not to connect calls to the guest room incase the request is made by the caller by room number. The receptionist should insist on knowing the name of the guest who the caller wishes to speak to.
• Guest should be informed to keep the balcony door closed to avoid anyone entering the rooms from the balcony
• Closed circuit televisions should be used

4) Situation of illness and epidemics:

• The receptionist may be called for assistance during sickness of a guest.
• Patient should be advised to consult the house physician but in case the guest has his own physician the same should be called.
• Housekeeping needs to be notified about the sickness and instructions if any
• If the case of serious sickness, the guest should be moved to a nursing home
• During epidemics all precautionary measures especially in food and beverage service area should be followed

5) Handling a drunk guest :

• The guest should be removed from the lobby as early as possible but being careful not to irritate/offend him.
• Preferably taken to the back office or to his room.
• If he behaves unruly, the hotel security must be called.

Safe deposit facility in the hotel for security of guests’ valuables:

• It is the responsibility of management to develop and maintain proper safe deposit procedures for its property.
• If this facility is available for guests, notices regarding it should be put up in various conspicuous/noticeable places in the hotel and also should be mentioned to the guest.
• Safe deposit boxes should be located in an area, in vicinity of the front desk and which has limited access. Unauthorized guests or personnel should not be permitted inside the area.
• Front office staff should be well-versed with the procedures regarding safe deposit boxes.
• Strict control should apply to the storage and issue of safe deposit keys.
• At any point of time there should be only one key issued for each safe even if more than one person is using the safe.
• Two keys are required to open a safe deposit box: one being the guest’s key and the other being the control key/guard key put in by the cashier/safe deposit attendant.
• After the verification f the identity of the guest, the safe deposit attendant/cashier should accompany the guest to the safe deposit area where in clear sight should make use of the control key and the guest’s key to open the safe.

Sometimes the hotel may not be able to meet the demand for individual safe box; in that case a large box containing the belongings of more than one guest is used. Each guest’s belongings are put in an envelope which is sealed. The key to this box is stored in a secure place and a log is maintained which records an entry each time the key is used to open the box