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HOTEL MANAGEMENT

1. INTRODUCTION:

History and mythology have always landed the Indian culture for its great tradition hospitality. Entertaining the guest to his or her satisfaction has been a customer of the soil. An Indian host is completely contented only when his guests are satisfied with the hospitality provided. A glance into our past reveals that providing hospitable comforts to guest have been a way of life, and different conventions of hospitality were prevalent in different periods.

The concept of House Keeping is simplest but when one considers maintaining a House of several hundred rooms under numerous public areas the task becomes gigantic. It takes a well-organized approach and technical understanding to enable housekeeping to cope up with the volume of work. A good hotel operation ensures optimal accommodations sale. This depends on several things like quality of room, decor, room facilities room cleanliness and safety in the room. For this trained and qualified housekeeping staff is required. A part from hotel Industry house keeping staff is very much in demand in Hospitals, offices, Guest House, Clubs, Railways etc., Hence there is a growing need for trained and qualified House Keeping staff.

2. OBJECTIVES OF THE COURSE

1. To develop sensitivity towards cleanliness.

2. To carryout cleaning and maintenance of different surfaces.

3. To maintain neat and pleasant appearance and high level of personal and on job hygiene

4. To develop an eye for detail, patience and cost consciousness.

5. To develop work ethics, supervisory skills.

6. To handle guest relations and deal with various unusual events like fire, theft etc.,

7. To take up responsible positions in various institutions.

8. To create avenues of self-employment.

9. To handle linen.

10. To know different services.

3. SKILLS TO BE PROVIDED

Proper handling of cleaning equipment and materials. Carryout cleaning process and different types of surface. Maintenance of personal hygiene and environmental sanitation. Maintenance and beautification of premises

Maintain public dealings

- Over all supervision of staff and institution.

4. EMPLOYMENT OPPORTUNITIES

Wage Employment

1. Room Attendant

2. Laundry Room Attendant/Linen Room Attendant

3. Uniform room Attendant

4. Valet Runner

5. Seamstress/Tailor

6. Lab Assistant/Lab Attendant

7. Assistant / Floor Supervision/Supervisor/floor public areas supervisor

8. Assistant Laundry Supervisor/Linen Room

9. House Keeper

Self-Employment

Running of florist shop.

Conducting classes.

Contract services.

Maintenance of Guest House / Guest Rooms etc. Maintenance of Institution of House Keeping.

5. Schemes Of Instruction Per Module

	Theory		On Job Training		Total
Module
	Hours Weightage		Hours Weightage		Hours Weightage
I	72	30	216	70	288	100
Total	72	30	216	70	288	100

Schemes Of Instruction Per Week

Module	Theory	On the Job Training	Total
Modules I/II/III	6 Hours	18 Hours	24 Hours

6. SYLLABUS

THEORY

Time: 72 Hours: 30 Marks

MODULE – I

HOUSE KEEPING

1. Introduction of House Keeping 05

1.2 Purpose and objectives 1.3 Importance

1.4. Functions

2. Organization of House Keeping Department 10

2.1 Lay-out

2.2 Sections

2.3 Organization chart of House keeping department 2.4 Qualities of House Keeping Staff

2.5 Co-ordination with other Departments

2.6 Job description

3. Methods of Cleaning 10

3.1 Daily Cleaning 3.2 Special Cleaning 3.3 Spring Cleaning

4. Linen Room 08

4.1 Importance of Linen Room

4.2 Linen Room Staff - their responsibilities 4.3 Standard sizes of Linen

4.4 Budgeting and Buying

5. Uniform Room 06

5.1 Selection of Fabric 5.2 Style of Uniforms

5.3 Maintenance of Uniforms 5.4 Laundering of Uniforms

6. Laundry 08

6.1 Kinds of Laundries

6.2 Equipment 6.3 Supplies 6.4 Staff

6.5 Process

7. Stain Removal 10

7.1 Types of stains

7.2 Stain Removing agents 7.3 Equipment used

7.4 Rules for stain removal

8. Pest Control 06 8.1 Controlling measures

9. Interior Decoration 04

9.1 Colour

9.2 Light

9.3 Heating

9.4 Ventilation

10. Flower Arrangement 05

10.1 General Rules of Flower arrangements 10.2 Themes of flower arrangements 10.3 Accessories in flower arrangements

MODULE – I

ON THE JOB TRAINING 216 Hours

1. Visit to various hospitality Institutions 73

2. Preparation of work cards & schedules 17

3. Stain removing - Lenin, walls, floors, furnishings

and fittings. 38

4. Cleaning of metals - Silver, Copper, Brass 28

5. Area Cleaning (Rooms & Public Areas) -

Daily, Weekly & Spring cleaning 45

6. Flower Arrangement 10

7. Interior Decoration 05

216

Syllabus

THEORY

MODULE – II

72 Hours: 30 Marks

FRONT OFFICE

1. Introduction to Front Office 04

1.1 Introduction

1.2 Hierarchy

1.3 Functions.

1.4 Job Description.

2. Types of Rooms 10

2.1 Hotel Industry Introductions 2.2 Different types of Rooms 2.3 Star Classification.

3. Reservation 10

3.1 Importance of reservation

3.2 Methods of reservation

3.3 Telephone Etiquettes

3.4 Job description of Reservation Staff

4. Reception 10

4.1 Importance of reception 4.2 Reception staff

5. Bell Desk 04

5.1 Functions

5.2 Baggage handling upon arrivals & checkouts 5.3 Mails and Message Handling

5.4 Minor supplies and services

6. Front Office and Other Department s 04

6.1 House Keeping Department 6.2 Engineering Department 6.3 HRD Department

6.4 Accounts Department

6.5 F&B Department

7. Methods of Communication 04

7.1 Importance

7.2 Methods

8. Key control:- Movement of Key 04

8.1 Room guest 8.2 House-Keeping 8.3 Front Office

9. Safety and Precautions 02

9.1 Importance

9.2 Fire Precautions

9.3 The accident book

9.4 Security & Safety Instruction

10. Applications of Computers 20

10.1 History of Computers 10.2 Reservation & Billing 10.3 MS-DOS

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MODULE – II

ON THE JOB TRAINING 216 hours

1. Telephone Manners 30

2. Key handling procedures 30

3. Mail handling 21

4. Handling of Guests 45

5. Bill handling 15

6. Types of Rooms 30

7. Reservation + Cancellation 15

8. Computer Applications 30

216

Syllabus

MODULE – IIII THEORY

72 Hours: 30 Marks

Food & Beverage Services

1 Introduction to Catering Industry 10

1.1 History growth &Development

1.2 Career opportunities

2. Introduction to F& B Service Department 06

3. Menu 10

3.1 Types,

3.2 Planning,

3.3 Table setting

3.4 Service sequence

4. Waiting at the table 06

5. Taking Guest Orders 06

6. Grooming 06

7. Basic Etiquette of F&B Staff 06

8. Service Equipment 06

9. Room Service 06

10. Banquet & Budgeting 10

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MODULE – III

ON THE JOB TRAINING

1. Polishing of cutlery, crockery, glassware 45

2. Service Sequence 45

3. Layout for tray service 45

4. Buffets & Banquets 45

5. Food & Accompaniments 36 216

ON THE JOB TRAINING

This provides an opportunity to work under Industrial conditions to gain first hand knowledge and to use practical skills.

1. Hotels (All stars) Public and Private Sectors,

2. Hospitals

3. Other Lodging Institutions like Guest Houses, Dharmashalas, Offices, Community Halls & Clubs.

7. LIST OF TOOLS & EQUIPMENT

Sl. no. Name of the item Quantity

1. Vacuum cleaner small & large 1

2. Washing Machine 1

3. Iron Automatic 2

4. Ironing Boards & Tables 1

5. Chamber maid stolen 1

6. Suction Washer 1

7. Sinks (Steel with drain board) 2

8. House Maid box 1

9. Steel Almarah 2

10. Steel Lockers 1

11. Demonstration table 2

12. Fashion Maker 1

13. Single Bed	1
14. Double Bed	1
15. Mattress and Pillows	2
16. Sofa set with chairs	1
17. Center Table	1
18. Bedside table	4
19. Dressing –cum-drawing table	1
20. Ward-robe with hangers	1
21. Table and stools	20
22. Table lamps	2
23. Ladder	1
24. Mobile uniform stand	1
25. Hangers	12
26. Racks metal	2
27. Line Trolley	1
28. Hampers (Boxes)	2
29. First Aid Kit	1
Bathroom Accessories
30. Batli Tub	1
31. W.C.Set	1
32. Sanitary unit with mirror in wall	1
33. Sanitary Bin	1
34. Towel rack and vial	1
35. Computer	1

List of Consumable Items

1. Brooms and brushes

2. Cleaning and polishing clothe

3. Containers

4. Bags

5. Cleaning Material

6. Insecticides

8. QUALIFICATION FOR TEACHING FACULTY

1. M.Sc. (Home Science) in Home Management with a Diploma in House Keeping / Two years experience in House Keeping in any institution.

2. Three-year degree in Hotel Management and three years of experience in House Keeping Department of a Star Hotel.

3. Lab Assistant with knowledge of Science subject.

9. REFERENCE BOOKS

1. Sudhir Andrews, House Keeping Training Manual Tata Mc.Graw Hill Publishing Company Limited, New Delhi.

2. Jagmohan Negi, Hotel for Tourism, Development Economic Planning and Financi8al Management – New Delhi

3. John C. Branson and Margaret Lannex, Hostel and Hospital House Keeping ELBS,

4. Jane Fellow, Housekeeping supervision, The M and E catering and tourism series.

5. S. Medik The Business of Hotels.

6. Barbara Pearce “ The Word of Flower Arrangement”.

7. The practical and encyclopedia of good decorating and Home Improvement – Newyork.

8. Stella Sunder Raj – A Text Books of Household Art Orient Longmans.

9. Durga Deulkar, “Households textiles and their laundry work”, - Atma Ram and Sons Delhi.

10. Dantyagi “Fundamentals of Textiles” wither crave Orient Longmans.

11. Birendra Nath Ghose, “ A Treatise on Hygiene and Public Health Preventive and Social Medicine.

12. Peet and Thye “ House hold Equipment” John Wiley & sons.

13. Practical Encylopedia of Good Decoration and Home Improvement.