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Important Questions Answer | Hotel Management | Housekeeping Department | Grade XII
Long Question Answer
1. What are the various steps involved in making a bed with 3 bed shuts of a 5 star hotel? Explain the shape in sequence. 
Ans: Bed Making involves two objectives, one is to cleaning that is to keep it dust, dirt and germ free and other objective is to prepare it for re-use. A bed contains different materials. The Bed materials can be divided into two parts:
- Bedding consists of mattress, Blanket/ quilt and Pillow
- Bed linen consists of Bed sheets, Pillowcases and Mattress protector
Bed Making Procedures
Step 1: Strip soiled sheets from bed and pillow cases
- Go in a circle
- Shake the sheet on the bed
Step 2: Check the mattress pad
Step 3: Change the mattress pad if necessary
Step 4: Place the bottom sheet
- 1st sheet on the mattress with equal amount on all sides and tuck in head board and foot board side
Step 5: Miter the bottom sheet at the upper left corner of the bed
Step 6: Miter the bottom sheet at the lower left corner of the bed
Step 7: Miter the bottom sheet on the next side of the bed
Step 8: Place the second sheet with wron side up
Step 9: Place blanket on top of 2nd sheet about 6 to 8 inches away from head board
Step 10: Place 3rd sheet over the blanket and turn it under the blanket. This step is necessary if 3 sheets are used. Only 4/5 star hotels use 3 sheets
Step 11: Turn the 2nd Sheet over the blanket and tuck in lower part with miter corner
Step 12: Make sure that the blanket and sheet are tucked in neatly along the side of the bed.
Step 13: Place the pillows with the slips making sketch in the center
Step 14: Place the bed cover. Make sure the seams and patterns are straight, neat and smooth.
Step 15: Check the bed for smoothness from a distance.
2. What are the various steps involved in cleaning an occupied room. Explain the steps in sequence. 
Ans: Occupied room is the room in use. It is at least attended twice a day. It is attended in the morning for complete cleaning and replacement of the bedroom and bathroom supplies. The second time room is attended in the evening. For nice and comfortable night sleep which is known as “second service” or evening service.
- Check room occupancy if it does not have DND. Knock the door only if there is no response.
- Open windows and curtains for airing.
- Switch off A/C and check all the switches and room equipment.
- Remove solid items from the room
- Remove solid linen and replace fresh
- Arrange the guest belongings.
- Clean entire surface.
- Clean and disinfect the bathroom
- Vacuum throughly
- Switch off the light but switch on A/C
- Give a last look. Close the door and update the room report.
Watch Video of Housekeeping Department
3. What do you understand by the term metal surfaces? What are the various types of metal found in a hotel and theri cleaning methods? [3+7]
Ans: The metal surface refers to the external part of the metal equipment, which is exposed outside. People can see and feel the surface of metal. It represents the quality and cleanness of the materials.
The metal refers to hard shining substance used to produce different tools, equipment and materials. Various types of metals are used for hotel furnishing such as gold, silver, brass, copper, iron, stainless steel, aluminum, tin, etc. It is the natural process and environment that affects the metal surface. It is a skillful job to retain authenticity of the materials. Different metal requires different cleaning procedures and methods.
|Aluminum||Hot soapy water
Steel wool Net cloth
*Never use Soda to clean Aluminum
|Chromium, Stainless Steel Silver||Warm soapy water
Warm clean water
Flannelette/ net cloth
Two soft clean dusters
Brass or Silvo
|Hot soapy water
Net cloth or floor cloth
|Tin||Hot soapy water
|Warm soapy water
Warm clean water
Flannelette/ net cloth
Two soft clean dusters
Brass or Silvo
3. Identify different metal surfaces and explain their cleaning equipment, materials and methods.
Ans: Floor is the bottom part of a place. It is the most noticeable area so its maintenance is very important. Floors are either hard or soft.
Hard floor is bare, naked and cool, since it is hard it produces noise. Hard floors can be made of cement, marble, chips, terracotta, etc. This type of floor is best suited for public areas because they can withstand excessive wear and tear.
Types of Hard Floor
1. Slate: Slate is sometimes found in lobby and in entrance halls. Natural slate gives special attraction in resorts and in open path way. Special quality sales are used in class hotels.
2. Tiles: These are made from clay. Sometimes they have a non-slip finish and can be purchased in a wide choice of colors, patterns, finishes, textures, sizes and thickness. They can be used in coffee shops, canteens and bathrooms, as they are easy to clean.
3. Marble: This is usually found in the foyers and halls of luxury hotels. It comes in various colors. White marble tends to discolor over time. It comes in different quality and price.
4. Terrazzo: is made of marble chippings set in cement and is often found in entrance hall, bathroom and toilet areas. Mosaic: This consists of small pieces of tiles or glass silica. It is suitable for use in the same areas as marble and terrazzo, especially in older buildings. Avoid use of acid and strong alkalis in this type of floor.
Never use and leave iron container in this floor for overnight. The color of iron oxide never washed up.
5. Brick: Brick can be available in various colors and is used for entrance halls covered walkways and patios.
6. Stone: this is often found in very old dwellings. Limestone and granite are the most popular varieties.
7. Concrete floors: These are often used in basement areas and cellers and externally of patios and paths. Internally they can be painted and sealed to make them less dusty and easier to clean.
Equipment for hard floor cleaning
Broom Brush Scrubbing brush
Dust bin and dust pan Bucket
Floor duster Dettlo and
Vim Floor Polish ‘Mansion’
Cleaning Hard Floor
1. Mopping is manual process of floor cleaning. It is carried out on a daily basis to remove soluble dirt, dust and germ. The process can be either damp or wet. This is carried out with the help of a mop. For the purpose of moping floor clean the floor then mop by detergent water. Second time moping is done by dettol water. Finally dry the floor.
2. Scrubbing: This method of floor cleaning is carried out on a weekly basis. It is a damp or wet method of cleaning with the help of cleaning powder. This method of cleaning can remove tough stubborn dirt which cannot be removed by mopping. It can be manual or automated. The following steps are involved while cleaning the floor by scrubbing method.
For the purpose of scrubbing clean the floor then sprinkel the detergent water solution on the floor with brush and sprinkel vim powder and scrubbing. Next rinse the floor with dettol water solution. Finally dry with a dry duster.
3. Buffing/ Polishing: This is weekly process, which not only cleans but also polishes the floor. This method efficiently removes scuff marks and hell marks and restores the gloss of the floor. It may be done by machinery or manually.
First brush or broom or vacuum the floor. Then do damp dusting and dry it before polishing.