Accommodation notes

Site: Delights hospitality college
Course: Delights hospitality college
Book: Accommodation notes
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Date: Friday, 1 August 2025, 9:25 PM

1. Introduction to accommodation

INTRODUCTION TO  
ACCOMMODATION  
16.2.01T  
Specific Objectives  
By the end of this module unit, the trainee 
should be able to: 
a) define terms  
b) explain the scope of the 
accommodation department  
c) discuss the importance of 
accommodation 
UNIT TASKS  
Unit Task 1: Definition of terms 
Accommodation means- 
housing; residence; lodging; arrangement; 
adjustment  
Unit Task 2: Scope of accommodation department 
 Front Office Department  
Is headed by the Front office Manager and 
is in charge of the reception where       
guests may check in and out. Reservation 
is part of this section and handles 
individuals reservations and also fields 
inquires about room rates, room 
availability, and service  
 Sales and Marketing Department.  
Headed by the Sales Director, who 
analyzes the property’s market base, 
devises a marketing plan for reaching the 
potential customers, and sells to and books 
reservations and functions for group 
business and key cooperate clients. 
 Accounting Department  
Headed by the controller or the Chief 
Financial officer. He tracks all incoming 
revenue and outgoing cash. In large hotels, 
accounting may be a division that 
incorporates the purchasing department. 
 Engineering and Maintenance Department  
Maintains most of the equipment and 
machinery on the property and keeps the in 
good working condition. This department 
may also clean and maintain the swimming 
pool and pool deck area as well as some or 
all parts of the ground. 
 Security Department.  
Addresses concern ranging from handling 
hazardous waste to securing the building 
against bomb threats and protecting the 
privacy of celebrity guests. This 
department is also responsible for the 
safety of guests, staff and their belongings. 
Lost and found may be handled by 
housekeeping or security, or may a shared 
responsibility. 
 Human Resource Department.  
 Is headed by the Human Resource Director 
and is in charge of personnel matters 
ranging from staff recruitment and hiring 
to setting salary ranges to benefits. This 
department also develops policies for 
dismissal or retirement.  
 
 
Unit Task 3: Importance of accommodation 
 Housekeeping, Domestic administration 
or Accommodation services is essential in 
all types of establishment, whether hotels, 
clubs, hospitals or hostels in order that 
there shall be comfort, cleanliness and 
service. 
 Housekeeping is also a business function in 
the lodging industry and the professional 
housekeeper is a true business manager. His or 
her decisions are executive decisions 
regarding staffing, scheduling purchasing, 
daily operations and cost control.  
 Apart from providing clean interiors in order 
to increase sales, and protecting the owner’s 
investment in the property’s interiors, it is also 
the responsibility of the executive 
housekeeper’s to make sure these goals are 
met on time, on budget, and at the highest 
possible levels of quality sales directly as do 
the f&b dept, and the sales dept. yet its 
performance is one of the most critical factors 
in driving sales for rooms and other services 
the property offers.  
 Housekeeper protects the owner’s investment- 
it is the executive housekeeper’s job to protect 
the investment and maximize the life 
expectancy of all interior design elements by 
developing effective cleaning practices and 
training staff to carry out these practices 
efficiently. Working with the maintenance and 
engineering, the housekeeping dept. ensures 
that the property’s interior continue to look 
and operate like new as long as possible. 
Effective housekeeping practices combined 
with a sound renovation program enables a 
property to evolve to meet guest demand 
without unnecessary spending.

1.1. importance of accommodation

Unit Task 3: Importance of accommodation 
 Housekeeping, Domestic administration 
or Accommodation services is essential in 
all types of establishment, whether hotels, 
clubs, hospitals or hostels in order that 
there shall be comfort, cleanliness and 
service. 
 Housekeeping is also a business function in 
the lodging industry and the professional 
housekeeper is a true business manager. His or 
her decisions are executive decisions 
regarding staffing, scheduling purchasing, 
daily operations and cost control.  
 Apart from providing clean interiors in order 
to increase sales, and protecting the owner’s 
investment in the property’s interiors, it is also 
the responsibility of the executive 
housekeeper’s to make sure these goals are 
met on time, on budget, and at the highest 
possible levels of quality sales directly as do 
the f&b dept, and the sales dept. yet its 
performance is one of the most critical factors 
in driving sales for rooms and other services 
the property offers.  
 Housekeeper protects the owner’s investment- 
it is the executive housekeeper’s job to protect 
the investment and maximize the life 
expectancy of all interior design elements by 
developing effective cleaning practices and 
training staff to carry out these practices 
efficiently. Working with the maintenance and 
engineering, the housekeeping dept. ensures 
that the property’s interior continue to look 
and operate like new as long as possible. 
Effective housekeeping practices combined 
with a sound renovation program enables a 
property to evolve to meet guest demand 
without unnecessary spending.

1.2. types of accommodation

2. Work plan organization and control

WORK PLAN ORGANIZATION AND CONTROL
Planning – this is thinking ahead or setting up of objectives to be achieved by the department
and foreseeing the requirement (staff, material and equipment) and how to use them efficiently
and economically.
Organization- this is ensuring that the staff make good use of time, equipment and materials to
carry out work satisfactorily to put together into an orderly functionally way.
Control- this is ensuring standards set up for a particular establishment are achieved by
supervising the end product of work done.
Importance of planning, organization and control of work.
1. time management
This ensures that work given in a specific area is covered within a given time and maintaining
standards. Work is carried out well in less time and energy is saved. This helps to achieve
standards required at a given time.
2. work coverage
Well planned work is easy to make work schedules. Jobs will be allocated fairly and all work is
well done. Planning and organization will help to determine the number of people required to
carry out a task in given time.
3. motion economy
It is concerned with the economy of movement. Fatigue will be reduced, time fully utilized.
4. availability of resources
Planning and organization will help the manager /supervisor to set the standards of service
provided and allocate staff, equipment and materials to each area of work.
Steps / stages of planning and organization of work
1. the survey
This is a tool that enables the correct and most effective cleaning, maintenance or other services
to be provided within the unavoidable constraints of any room, building or organization. This
provides the basis of a methodical approach to organization costing and control. The survey will
involve a number of steps
a. agree the objectives with the consumer /client or other departments
This will determine the scope of the work/projects to be undertaken.
b. consultation
The client and other depts. must be consulted to
i. establish working relationships
ii. discuss standards and type of service required
iii. determine the availability and use of the building
iv. determine any special constraints e.g. financial
Standards of service to be achieved must be established. A general policy statement of the
standard of work to be carried out should be prepared even though a consumer may have a
poorly defined idea of his requirements.
Carry out the survey
When undertaking cleaning services, this can be done using a standard preprinted form.
Commence the survey at the main entrance and work round the building in a clockwise/
anticlockwise direction surveying each in turn.
a. Measure the floor area using a tape. it can be useful in preparing a rough sketch
b. Identify floor covering and treatment noting condition and existing method of maintenance.
c. estimate wall, ceiling and window areas and identify the type of finish where relevant
d. Note the degree of congestion. This will affect the ease with which the service can be
carried out.
e. Note availability of power points and water supply. This can affect the type of equipment
used and methods employed.
f. Itemize the contents of the room, working from the door in clockwise direction to avoid
oversight or repletion.
2. determination of requirements
A plan showing each area of work, each task within that area and the frequency in which the task
has to carried out.
3. time planning
After surveying it is possible to calculate the allowed time and labour required to provide the
service.
4. job performance
An observer assesses the pace at which the qualified person carries out a task and compares with
his/her ideas of a standard pace.
Factors affecting the pace of work
Physical efforts demanded by the job.
care required by the worker
training and experience
Factors within the workers control
variation due to ability
attitude of worker
acceptable variation in the quality of product
Best pace of the worker will depend on
physical effort demanded by the job
care required by the worker
training and experience 

2.1. importance of work plan organization and control

Importance of planning, organization and control of work.
1. time management
This ensures that work given in a specific area is covered within a given time and maintaining
standards. Work is carried out well in less time and energy is saved. This helps to achieve
standards required at a given time.
2. work coverage
Well planned work is easy to make work schedules. Jobs will be allocated fairly and all work is
well done. Planning and organization will help to determine the number of people required to
carry out a task in given time.
3. motion economy
It is concerned with the economy of movement. Fatigue will be reduced, time fully utilized.
4. availability of resources
Planning and organization will help the manager /supervisor to set the standards of service
provided and allocate staff, equipment and materials to each area of work.
Steps / stages of planning and organization of work
1. the survey
This is a tool that enables the correct and most effective cleaning, maintenance or other services
to be provided within the unavoidable constraints of any room, building or organization. This
provides the basis of a methodical approach to organization costing and control. The survey will
involve a number of steps
a. agree the objectives with the consumer /client or other departments
This will determine the scope of the work/projects to be undertaken.
b. consultation
The client and other depts. must be consulted to
i. establish working relationships
ii. discuss standards and type of service required
iii. determine the availability and use of the building
iv. determine any special constraints e.g. financial
Standards of service to be achieved must be established. A general policy statement of the
standard of work to be carried out should be prepared even though a consumer may have a
poorly defined idea of his requirements.
Carry out the survey
When undertaking cleaning services, this can be done using a standard preprinted form.
Commence the survey at the main entrance and work round the building in a clockwise/
anticlockwise direction surveying each in turn.
a. Measure the floor area using a tape. it can be useful in preparing a rough sketch
b. Identify floor covering and treatment noting condition and existing method of maintenance.
c. estimate wall, ceiling and window areas and identify the type of finish where relevant
d. Note the degree of congestion. This will affect the ease with which the service can be
carried out.
e. Note availability of power points and water supply. This can affect the type of equipment
used and methods employed.
f. Itemize the contents of the room, working from the door in clockwise direction to avoid
oversight or repletion.
2. determination of requirements
A plan showing each area of work, each task within that area and the frequency in which the task
has to carried out.
3. time planning
After surveying it is possible to calculate the allowed time and labour required to provide the
service.
4. job performance
An observer assesses the pace at which the qualified person carries out a task and compares with
his/her ideas of a standard pace.
Factors affecting the pace of work
Physical efforts demanded by the job.
care required by the worker
training and experience
Factors within the workers control
variation due to ability
attitude of worker
acceptable variation in the quality of product
Best pace of the worker will depend on
physical effort demanded by the job
care required by the worker
training and experience 

2.2. how to make a work plan

2.3. steps in work organisation

3. INTRODUCTION TO ACCOMMODATION SUPERVISION

Specific Objectives  
By the end of this module unit, the trainee 
should be able to: 
a) define of terms 
b) explain the steps in supervision of 
plan of work 
c) discuss the preparation and contents of 
job card

d) draw a duty roster and explain its 
importance 
e) discuss and prepare work schedules 
f) discuss job specification and job 
analysis  
 
UNIT TASKS  
Unit Task 1: Definition of terms  
Supervisor 
A person given authority to exercise control over 
workers. 
 
Supervision 
Act of watching over the work or tasks of another who 
may lack full knowledge of concepts at hand. 
Supervision does not mea control of another but 
guidance in work. 
 
 
Supervise 
Oversee activity or tasks being carried out by 
somebody and ensure it is performed correctly. 

3.1. supervision of plan work

You are a housekeeper in a high cost hostel. You have 
been assigned two trainees to work with in cleaning the 
common room and reception area. Plan and carry out 
the following tasks: 
a) Instruct and carry out the daily cleaning of these 
areas. 
b) Demonstrate and carry out special cleaning of the 
reception area.  
c) Leave the area tidy. 
 
Content of the Supervision Plan of Work 
1) Brief introductory notes as per the test  
2) Previous preparation tasks 
3) List of tasks to be covered. 
4) Requisition of equipment and materials and any 
other requirement 
5) Timed order of work to be followed by the 
supervisor and her assistant 
6) Demonstration notes 
 
Brief Introductory notes 
These should include question requirements, venue and 
objectives of the assignments. 
 
Previous Preparation Tasks

- Change into uniform

- Collect equipment and materials

- Open windows to ventilate area

- Erect cleaning and warning signs

- Empty the waste bin

- Remove excess furniture

- Collect warm and cold water

- Put up training charts

 List of tasks to be covered

 - Carry out previous preparation

- Briefing of assistants

- Sweeping the areas

- Dry dusting of the areas

- Damp dusting of the areas

- Spot cleaning of the walls

- Demonstration on cleaning of the reception desk

- Carry out the cleaning of reception desk by assistants

- Mopping of the floor

- Cleaning equipment and set them up

- Tidying of the area 
 
List of Equipment and Materials 
Equipment No. 
Mops 3 
Mop buckets 3 
Basins 3 
Dust Pan  1 
Dust Pan brush 1 
Cleaning cloths 3 
Yellow dusters 1 
Cornish brush 1 
  
Materials No. 
Warm water Enough 
Cold water Enough 
Detergent 250 ml 
 
Actual Plan 
Time Supervisor Asst 1 Asst 2 
 
 
 
 
 
 
 
 
  

3.2. job card and duty roaster

Unit Task 3: Job card 
This contains all the details about the work to be 
performed. A job card is prepared for each assistant. It 
contains time and activity to be carried out at that 
particular time.  
 
Unit Task 4: Duty rotas 
This is a plan which shows hours of duty areas of work 
and days off for each member of staff. 
 
Importance - They ensure that there is sufficient staff on duty on a 
given time in order that work is covered. - Control the hours of work for each staff as stipulated 
in the work contract  - Ensures that the days off are as consecutive as 
possible - It shows the holiday periods and helps management to 
know who is on duty at these times - It shows where each member of staff is to work

- It shows how overtime is to be worked and by who. 
 
Types of Rotas - Fixed Rotas  - Rotating Rotas 
 
Fixed Rotas 
This is used where staff works Monday – Friday. 
Saturday and Sunday automatically become their days 
off. 
 
Sample Fixed Rota 
 
Key 
DO – Duty Off 
 
Rotating Rota 
This is where staff will cover a work period of 
24 hours, 7 days a week for the whole year. 
Basically, there are three shifts of 8 ours 
rotating in a pre-arranged manner: 
6 am – 2 pm 
2 pm – 10 pm 
10 pm – 6 am 
Staff may work 4 days and then have 2 days 
off, or 7 days on duty and 2-3 days off duty. The length 
of the cycle will depend on the number of staff. 

3.3. work schedule

Unit Task 5: Work schedules 
This is a plan/outline of work to be done by a particular 
member of staff, showing the order in which the tasks 
are to be carried out and the amount of time allocated to 
them. 

3.4. example of a work schedule

Work schedule for an assistant domestic services 
manager 
 
Hours of work   7 am – 4 pm  
7.00-8.30 Check clock cards to ascertain number of 
staff on duty. Check number of absentees 
and re-arrange cover where necessary. 
Check in tray and deal with any urgent 
matters. 
Supervision of domestic staff 
8.30-12.30    Main duties to include: 
Check with supervisors    regarding work 
routine 
Deal with any less urgent matters from 
the previous day 
Deal with any complains as they arise 
  Maintenance of records 
10.00-10.30  Coffee 
10.30-12.30  Departmental meetings 
Preparation of duty rotas, holiday lists 
  Staff training 
Selection and interviewing of new staff 
  Purchasing

  Wages 
12.30-1.30   Lunch 
1.30-4.01  General supervision of staff 
Inspections 
Dealing with other day to day matters