ACCOMMODATION MANAGEMENT

1. 1.1 INTRODUCTION TO ACCOMMODATION OPERATIONS

Specific Objectives
By the end of this sub-module unit, the trainee should be able to:
a) define terms
b) list the components of the accommodation department
c) describe the organizational structures of accommodation establishments
d) explain the duties of the various accommodation staff
e) state the attributes of accommodation staff
UNIT TASKS
Unit Task 1: Defining terms
 Housekeeping
Housekeeping or House cleaning is the systematic process of making a building neat and clean in approximately that order. This maybe applied more broadly that just an individual building, or as a metaphor for a similar "clean up" process applied elsewhere such as a procedural reform. It can also be called household management, which is the act of overseeing the organizational, financial, day-to-day operations of a building or estate, and the managing of other domestic concerns.
 Accommodation
Accommodation (in British usage) or accommodations (in American usage) refers to lodging in a dwelling or similar living quarters afforded to travelers in hotels or on cruise ships, or prisoners, etc.
 Operations
These are jobs or tasks comprising of one or more elements or sub-tasks, and which are performed typically in one location.
 Laundry is a noun that refers to the act of washing and finishing of clothes and linens, the place where that washing is done, and/or that which needs to be, is being, or has been laundered.
 Front Office
The term, front office is used in business settings and may refer to the Sales and Marketing divisions of a company. It may also refer to any other divisions in a company that interact with their customers. The term front office is in contrast to the back office operations, which include departments such as personnel, accounting, payroll and financial reporting which do not interact directly with customers.

1.1. Stating the Attributes of a housekeeper

A housekeeper’s attributes includes:
 An interest in people and fact in handling them
 A pleasant personality and the ability to converse with all types of people
 An ability to hide personal likes and dislikes and to be fair and just
 Strictness regarding punctuality and the keeping of necessary rules
 Loyalty to the establishment and to her staff
 Critical powers of observation
 A sense of humour
 An adaptability and willingness to experiment with new ideas, use initiative and take responsibility
 A cool head to deal with any emergencies

1.2. Duties of Accommodation Staff

In a hotel it is generally accepted that a Head Housekeeper is one who supervises three or more assistant Housekeeper. The housekeeper may be responsible for the following members of staff.
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Assistant Housekeeper (floor housekeepers or floor supervisors)
Supervises the maids and carry out work delegated by the housekeeper while the total number will vary according to the type of hotel; a general rule is one assistant housekeeper for 50 rooms
Room maids
Are responsible for the servicing of the guests’ bedrooms, private sitting rooms and often private bathrooms and are also on call for service to guests. A maid may be expected to service 10-15 rooms in an eight-hour shift e.g. 7 am to 3 pm or 8 am to 4 pm
Staff maids
Clean the rooms of the living-in staff
Cleaners
Are usually part-time whose job is to clean offices, public rooms, bathrooms & ladies cloakrooms. In some hotels, this work can be done by full-time housemaids or corridor maids
There are firms which undertake contract cleaning and some hotels use this service although the housekeeper still ‘vets’ the work
Linen keeper
Supervises the work of the line room and who may have several linen maids to assist her in providing clean, presentable linen throughout the building
Cloakroom attendant
Looks after the ladies’ powder room
House porters
They work consists of the removal of rubbish, the shifting of furniture, heavy vacuum cleaning and other odd jobs
Valets
Usually work only in first-class hotels and are responsible for the valeting of the clothes of the guests and may combine this with some of the less dirty jobs of the house porter
He may be a member of the uniformed staff
A florist
May be one of the housekeeping staff, but in some hotels the housekeeper or her assistants may arrange the flowers and in others there may be contract arrangement.
The Aims of Housekeeper
 Achieve the maximum efficiency in the care and comfort of the guests and in the smooth running of the department
 Establish a welcoming atmosphere and a courteous, reliable service from all staff of the department
 Ensure high standards of cleanliness and general upkeep in all areas for which she is responsible
 Train, control and supervise all staff attached to the department
 Establish a good working relationship with other departments
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 Ensure that safety and security regulations are made known to all staff of the department Keep the general manager or administrator informed of all matters requiring attraction
Responsibilities of Housekeeper
The housekeeper has the following responsibilities:
 Co-operation with other departments
 Engagement, dismissal and welfare of staff
 Deployment, supervision, control and training of staff
 Compilation of duty rosters, holiday lists and wage sheets
 Checking the cleanliness of all areas for which she is responsible
 Completion and/or checking of room occupancy lists
 Dealing with guests’ complaints and requests
 Reporting and checking of all maintenance work
 Control and supervision of the work of the linen room and possibly an in-building laundry
 Dealing with lost property
 Control of all keys in the department
 Prevention of fire and other accidents in the department
 Ordering and control of stores, equipment, cleaning agents in the department
 Being willing to advise on the interior design of the rooms, cleaning and associated contracts
 Pest control
 Keeping inventories and records of equipment, redecoration and any other relevant details of the department
 Floral decorations

1.3. Organizational Structures for various accommodation establishments

1.4. Listing the Components of the accommodation department

Hotels and Motels are organized into departments or Divisions. Each department or division is responsible for a particular operational function or functions. Most large properties have a room division which included several departments such as the front office, laundry and housekeeping. These are known as revenue –generating centers. Others are considered to be support centers. The executive in charge of the room division is the Rooms Division Director who in some properties may be called Residence Manager, Executive manager, or Senior Manager. The room Division Director reports directly to the General Manger. As a part of the executive committee, the Room Division Director takes an active part in policy-making decision related to operations.
Identification of Accommodation areas
 Guestrooms / Floors:
Room attendants and floor supervisors are responsible for the cleanliness maintenance and security of guestrooms and surrounding areas.
 Public Areas:
a) Front of the building areas. (E.g. swimming pools, parking area, club, food service area etc.
b) Back of the building areas.(E.g. Staff canteen, service elevator, locker rooms, administrative canteen, laundry, linen rooms, basement, store except kitchen which is cleaned by the kitchen stewards)
c) Linen and Uniform rooms:
The housekeeping department is responsible for its functioning for the repairs and renewal of linen and for maintenance of proper inventory and stock records of all linen items. Linen includes room linen, food service linen, soft furnishings, uniforms, bed and bath linen.
d) Laundry: OPL (On Premises Laundry):
If the laundry is on premises then the guest laundry from the rooms is directly collected and delivered by the laundry ballet. However all hotel linen is first collected in the linen room and then sent to the laundry for washing. OPL (off premises laundry) is the laundry of both the guest and linen which is done by the external laundry. All the linen including the guest laundry is collected in the linen room from it is sent to the external laundry for washing. The washed linen including the guest laundry is collected at the linen from where it is sent to the guest rooms and other service points.
e) Sanitary areas

2. 1.2 HYGIENE DURING OPERATIONS

Specific Objectives
By the end of this sub-module unit, the trainee should be able to:
a) define terms
b) state the importance of hygiene
c) state personal hygiene measures applicable during operations
d) state the environmental hygiene requirements during operations
e) explain the role of the Public Health Act in hygiene
f) identify common types of infections in house keeping
g) discuss control measures to minimize infections

2.1. Unit Task 1: Defining terms

 Hygiene
Hygiene refers to the set of practices associated with the preservation of health and healthy living. Hygiene is a concept related to medicine, as well as to personal and professional care practicesrelated to most aspects of living, although it is most often associated with cleanliness and preventative measures.
The term "hygiene" is derived from Hygeia, the Greek goddess of health, cleanliness and sanitation. Hygiene is also the name of the science that deals with the promotion and preservation of health, also called hygienics.
 Infections
An infection is the detrimental colonization of a host organism by a foreign species. In an infection, the infecting organism seeks to utilize the host's resources to multiply, usually at the expense of the host.

2.2. Stating Personal Hygiene Measures Applicable during Operations

Reasons for Personal Hygiene
Personal hygiene is important for the following reasons:
 To Improve Health
Wash your hands frequently. Good personal hygiene can make you a healthier person. Regular bathing and hand washing will prevent many illnesses by killing the unseen germs found on our bodies.
 To Prevent Body Odor
Apply deodorant daily. Good personal hygiene will prevent body odor. Washing every day and using a good antiperspirant or deodorant will remove the body chemicals that cause odor.
 To Improve Self-Esteem
Go about your day with confidence. Good personal hygiene also improves self-esteem and confidence. If you know you are clean, you can go about your daily activities without worrying that body odors may be offending others.
 To Prevent Skin Problems
Good personal hygiene may prevent athlete's foot and other skin conditions that are caused from lack of washing.
 To Prevent Dental Problems
Brush your teeth three times a day. Good personal hygiene will prevent bad breath and tooth decay. Brushing and flossing your teeth three times a day will keep your breath smelling clean. It will also please your dentist.
How to practice good hygiene
1. Wash your hands after coming into contact with germs, which can be found almost everywhere. When you are preparing uncooked meat or have gone to the bathroom, or done anything that brings your body into contact with germs, it's important to wash your hands. E. coli, hepatitis and other infectious diseases can be transmitted if you bring contaminated hands into contact with someone’s face or body. It is recommended that you use an antibacterial soap when washing hands to ensure that you kill all, or most, germs that could be present on your hands and forearms.
2. Brush your teeth 2-3 times a day. Brushing your teeth as recommended by your dental professional results in a good, healthy personal appearance and oral health. If you don't brush your teeth as recommended, you could face an array of dental problems including: tooth decay, gingivitis, bad breath and so on. The bacterium that form in your mouth between brushing or overnight causes these dental problems. You are advised to brush your teeth and rinse with an antiseptic mouthwash each day at least 2-3 times per day to fight off these bacterium.
3. Bathe daily. Taking a bath is key to more than just your overall hygiene but
also results in ridding your body of bacteria. Not bathing can lead to an over accumulation of bacteria that can cause odor and certain types of infection, primarily in women. You are encouraged to bath at least 1-2 times per day with an antibacterial soap. Some antibacterial soaps may cause an allergic reaction. Ask your physician which soap you should use.
4. Wash your hair daily. If you don't wash your hair, you could develop dandruff problems and lice. Ridding yourself of lice can be difficult. Buy a shampoo that fights dandruff and moisturizes and improves the quality of your hair. This is good way to maintain the overall health of your hair. If you have a problem with dry scalp, consult with a dermatologist about the possibility of getting a prescription shampoo.
5. Don't use anything that has come into contact with another person's body fluids. This is a very important step in practicing good hygiene. Don't use or touch syringes or any other type of medical or personal item that has come into contact with another person's fluids. Using someone’s personal items could put you in danger of contracting a very serious illness or condition. Sometimes, even if you know someone, you should still refrain from her personal items.

2.3. Stating Environmental Hygiene requirements during Operations

Waste Disposal
Waste disposal is a growing problem worldwide. Although there have been recent advancements in waste disposal, it remains an overall public safety and environmental health issue that countries around the world continue to address.
Prevention and Reduction
The best method of managing waste is prevention and reduction, which can be achieved in a number of ways like recycling and making use of secondhand items.
 Energy Recovery
Energy recovery is a promising form of waste disposal. It works by recycling some forms of waste into a fuel source for heating, cooking and powering turbines.
 Biological Reprocessing
Biological reprocessing methods such as composting can be used for organic waste like food, paper and plant material.
 Sanitary Landfill
Sanitary landfill disposal is convenient but may experience a lot of growth and require manpower to maintain.
 Incineration
Incineration is popular due to the minimal land available for disposal, but there is some concern about the release of micro-pollutants like dioxins from incinerator stacks.
 Ocean Dumping
Controversy surrounds ocean dumping as a waste disposal method. Although the waste may provide nutrients for some sea life, it's widely believed that the harmful effects would outweigh any benefits.
 Feeding animals
Guidelines for Disposal of Hazardous Waste
Hazardous waste has immediate or long-term risks to humans, animals, plants or the environment. Because of this, it is unsafe to dispose it with general waste and needs specific disposal methods. Identifying the most common types of household and business hazardous wastes is the first step.
Knowing the basic guidelines of disposal will make it easier for you to protect yourself, your family and our environment.
Household Hazardous Waste
House hold waste is considered hazardous if it is labeled toxic, ignitable, corrosive or reactive. Some of the common ones are gasoline, brake and windshield wiper fluid, cleaning products, creosote products, paints, paint thinners, pesticides and herbicides.
Business Hazardous Waste
Hazardous waste from business is waste from medical, nursing, dental, veterinary or pharmaceutical practices. These often include needles, human tissue, body fluids or blood, laboratory specimens or cultures, carcasses, laboratory equipment, chemical and radioactive waste.
Identification and Packaging
Keep household hazardous waste in their original containers and do not mix it with different products. If you are forced to move products from their original containers for storage, label the new containers carefully for future identification.
Hazardous waste from business needs to be packed in plastic bags or containers that are easily identified by the color coding identifying the type of waste inside them.
Biohazardous waste is packed in yellow containers or plastic bags with the black international biohazard symbol on them.
Radioactive waste is packed in red plastic bags or containers with the black international radioactive symbol
Cell toxic waste, also called cytotoxic waste, is packed in violet plastic bags or containers labeled with the international cell toxic waste symbol.
Storage
Keep all flammable products out of direct sunlight and away from heat, sparks or flames.
Store all containers in an upright position in a cardboard box instead of plastic bags and place leaking containers in a larger plastic container with a tight-fitting lid.
All hazardous waste generated by business needs to be stored in a safe and secure location. Waste identified as high or extremely risky should not be stored with the rest of hazardous waste. This kind of waste needs to be picked up by special arrangement, possibly outside of the regular hazardous waste pickup.
Disposal
The safest way to dispose of household hazardous waste is to either contact a hazardous waste pickup company in your community or bring it to a household hazardous waste collection site if one exists. Depending on where you live both services might have a fee. It is, however, illegal to leave hazardous waste for curbside pickup.
Hazardous waste generated by businesses is collected and disposed by an authorized waste contractor who will collect the waste on a scheduled date from the designated location.
Control of pests and rodents Control of Pests
Pest control refers to the regulation or management of a species defined as a pest, usually because it is perceived to be detrimental to a person's health, the ecology or the economy.
Pests are beneficial as well as a curse to mankind. Animals, bacteria and some insects are beneficial to people in many ways, but the same time they can also be pests. Pests such as rats, ants, cockroaches, mice and flies are common in houses and apartments. There should be an effective pest control to prevent pests in multiplying themselves in houses, which include effective pest management, pest control and pest prevention.
Pest Management
The best and most effective way for controlling pests is pest management which includes many steps.
The first and most important step in Pest Control is to identify the pest problem. This includes finding out exactly what you are up against. Some pests (bacteria, animals) are really helpful to people, so it is very important to find out any harmful pests.
The second thing is to decide how much pest control is necessary. Only the family who live in the affected area can judge how serious it is to take action.
The third thing is to choose an available option for pest control such as chemical pest control or non chemical pest control.
You can control pests by many means; some of the options available are:-
 Non Chemical pest control
 Chemical pest control
 Biological Methods
Non-chemical methods of pest control
The range of non-chemical options available may vary with the pest species, pest intensity or severity, and effectiveness of the option. Several key non-chemical options that may help reduce the amount of pesticides used in and around homes are listed below. However, it is important to realize that for effective use of non-chemical methods, an understanding of pest biology, ecology, and behaviour is essential. Such an understanding is not always required when using synthetic pesticides.
 Exclusion: Any measure used to prevent entry of organisms indoors through openings in the building structure, doors, windows, or on infested plant or food materials. Some techniques include screening openings to prevent entry of flies, mosquitoes, and beetles; caulking cracks and crevices to remove existing or potential harborages of pantry pests and cockroaches; and sealing or repairing exterior openings to prevent entry of bats, mice, bees, and wasps. Plants and food products must be carefully inspected for infestations at the time of purchase and before they are brought indoors.
 Sanitation: Maintaining clean surroundings both outdoors and indoors removes potential areas where pests can feed, breed, and hide. Sanitary measures include: disposing of garbage on a weekly basis during warm weather to control filth flies and cockroaches; discarding overripe fruits to control fruit flies and fungus beetles; removing bird nests as these harbor dermestids, clothes moths, mites, and lice; and vacuuming to reduce populations of fleas, carpet beetles, house dust mites, and several ground-dwelling insects and insect relatives. It is also important to keep kitchen areas clean to reduce incidence of pantry pests and cockroaches.
 Habitat modification: Includes any method used to eliminate or disrupt areas where pests reside. For example, removing weeds and keeping well-mowed lawns reduces incidence of crickets and ticks. Removing debris and fallen leaves near foundations reduces bug and centipede populations. Wood or wooden piles, where carpenter ants, ground beetles, and spiders seek harborage, must be stored away from structures. Creating a vegetation-free barrier around the perimeter of the building will reduce incidence of many ground-dwelling pests such as clover mites. The use of dehumidifiers is recommended, especially in basements, to create and maintain a dry environment to discourage incidence of sowbugs, centipedes, firebrats, and house dust mites.
 Temperature control: Artificially manipulating the temperature of substrates infested by pests or areas where pests reside is an inexpensive nonchemical strategy. The time from treatment to death of a pest and numbers of the pest killed, may vary with the pest stage, temperature, and duration of exposure. Pantry pests, clothes moths, and carpet beetles can be eliminated by subjecting infested foods, clothes, and carpets, respectively, to extremely hot or cold temperatures. In general, all developmental stages of pantry pests, clothes moths, and carpet beetles can be killed within minutes to hours when exposed to temperatures below 32° F and above 104° F.
 Mechanical control: A rolled newspaper or magazine and fly swatters are some tools
used for killing visible and less mobile or immobile pests. On infested plants, hand-picking insects
(e.g., hornworms) is a partially effective means of pest control. Infested leaves must be excised from plants, bagged, and discarded.
 Traps: Traps are escape-proof devices that capture highly mobile and active pests. Live traps can be used for rabbits, pocket gophers, and squirrels. Unbaited sticky traps such as red spheres, resembling apples, are useful for trapping apple maggot adults. Colored (yellow) sticky traps are effective in capturing whiteflies and aphids. Sticky traps can be baited with commercial lures (pheromones and food attractants) to enhance trap catch. For example, sticky traps baited with lures for pantry pests, wasps, and flies are commercially available.
Traps are useful for early detection and continuous monitoring of infestations. They are not effective in reducing populations unless the pest population is isolated or confined to a small area. The chance of detecting the presence of pests in a given area is related to the number of traps used. Therefore, when pests are present in very low numbers, it is advantageous to use more than a few traps. Pests must be active or mobile to be captured in traps. Therefore, any environmental variable (temperature, humidity, wind, light, or food) or biological factor (age, sex, mating status, etc.) that influence pest activity, affects trap catch. Consequently, absence of pests in traps does not imply that the pests are not present in the sampled area.
Chemical Pest Control
Another good solution for pest control is the use of chemical pesticides. It is not advisable in and around the home and commercial premises, as it will affect people adversely. The major drawback of this method is that the results of the chemical pesticides treatment are generally temporary, therefore the need for repeated treatments. If used incorrectly, home-use pesticides can be poisonous to humans. While you are using chemical pesticides for pest control, the most important thing to remember is to take care in choosing the right pesticide product.
Biological Pest Control
Another effective way in controlling pests is using the biological method. This is the method of using pest's natural enemies to control them. Spiders, centipedes, ground beetles and ants are some of the beneficial bugs. This method is not harmful to people in any means and can be implemented effectively.
Rodent Control
Rodents (rats and mice) live in the environment we create for them. They will eat almost any foodstuff, which can include bird and pet foods, vegetables stored in outdoor sheds, peelings that are added to open compost bins and household garbage that is not adequately secured.
It is a myth that rodents only exist in dirty environments, as all they require is a source of food, water and a safe place to nest. Rodents usually live within 15.25 to 45.75 metres (50 to 150 feet) or their food source. Nesting burrows are often found in areas not frequented by humans, such as:
 in and around open compost bins (even if it only contains grass clippings). Compost bins can be screened to help exclude rodents and if properly maintained should not be a problem.
 in woodpiles.
 under storage sheds and storage piles.
 in non-maintained yard areas.
 in refuse storage areas.
The most common methods of rodent control are through the use of traps and anticoagulant baits.
Traps: Rodents are wary of new things in their environment. Place traps against perimeter walls (perpendicular) so that rodents will have to walk overtop of the release mechanism. Baits that work well include hot dog wieners or peanut butter. Make sure the baits are fresh. It can be helpful to bait the trap without setting it until rodents are used to coming to it for food. After they are coming to the trap you can set it with more confidence.
Baits: Anticoagulant baits can be toxic to humans and pets as well as rodents. They should always be contained in a tamper-proof bait station. Poison baits should not be used indoors as inaccessible decaying rodents can cause odour problems that are difficult to resolve.
If you find dead rodents in the yard, dispose of them as quickly as possible by picking them up with a shovel and placing them in a transparent green bag. It can be set out with your regular waste.
Rodent Control Responsibility
The responsibility for rodent control rests with the landowner. The pest control officer can assist with property inspection and make recommendations for by-law enforcement if required. Tenants are protected through minimum standards by-laws but are encouraged to cooperate with their landlords by ensuring good housekeeping

2.4. Stating Common Infections in housekeeping

Common infections that could be spread by incorrect hygiene practices include:
Influenza(cold)
Influenza, commonly called "the flu," is an illness caused by RNA viruses that infect the respiratory tract of many animals, birds, and humans. In most people, the infection results in the person getting fever, cough, headache, and malaise (tired, no energy); some people also may develop a sore throat, nausea, vomiting, and diarrhea. The majority of individuals have symptoms for about one to two weeks and then recover with no problems. However, compared with most other viral respiratory infections, such as the common cold, influenza (flu) infection can cause a more severe illness with a mortality rate (death rate) of about 0.1% of people who are infected with the virus.
What are flu symptoms?
Typical clinical features of influenza include:
 fever (usually 100 F-103 F in adults and often even higher in children),
 respiratory symptoms such as:
o cough,
o sore throat,
o runny or stuffy nose,
o headache,
o muscle aches, and
o fatigue, sometimes extreme.
Rotavirus
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Rotavirus is a virus that infects the bowels. It is the most common cause of severe diarrhoea among infants and children throughout the world and causes the death of about 600,000 children worldwide annually. The name rotavirus comes from the characteristic wheel-like appearance of the virus when viewed by electron microscopy (the name rotavirus is derived from the Latin rota, meaning "wheel").
The time period from initial infection to symptoms (incubation period) for rotavirus disease is around two days. Symptoms of the disease include fever, vomiting, and watery diarrhea. Abdominal pain may also occur, and infected children may have profuse watery diarrhea up to several times per day.
Symptoms generally persist for three to nine days. Immunity from repeated infection is incomplete after a rotavirus infection, but repeated infections tend to be less severe than the original infection.
Rotavirus infection can be associated with severe dehydration in infants and children. Severe dehydration can lead to death in rare cases, so it is important to recognize and treat this complication of rotavirus infection. In addition to the symptoms of rotavirus infection discussed above, parents should be aware of the symptoms of dehydration that can occur with rotavirus infection or with other serious conditions
How is rotavirus spread?
Rotavirus infection is highly contagious. The primary mode of transmission of rotavirus is the passage of the virus in stool to the mouth of another child. This is known as a fecal-oral route of transmission. Children can transmit the virus when they forget to wash their hands before eating or after using the toilet. Touching a surface that has been contaminated with rotavirus and then touching the mouth area can result in infection.
There also have been cases of low levels of rotavirus in respiratory-tract secretions and other body fluids. Because the virus is stable (remains infective) in the environment, transmission can occur through ingestion of contaminated water or food and contact with contaminated surfaces. Rotavirus can survive for days on hard and dry surfaces, and it can live for hours on human hands.
Norovirus
Noroviruses are a group of viruses that cause the "stomach flu," or gastroenteritis in people. The term norovirus was recently approved as the official name for this group of viruses. Several other names have been used for noroviruses, including:
 Norwalk-like viruses (NLVs)
 caliciviruses (because they belong to the virus family Caliciviridae)
 small round structured viruses.
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Viruses are very different from bacteria and parasites, some of which can cause illnesses similar to norovirus infection. Like all viral infections, noroviruses are not affected by treatment with antibiotics, and cannot grow outside of a person's body.
What are the symptoms of illness caused by noroviruses?
Norovirus infection usually starts suddenly. The infected person often feels very sick with nausea and vomiting and watery non-bloody diarrhea with stomach cramps. Vomiting is more common in children than adults. Sometimes there is a low-grade fever. There may also be chills, headache, muscle aches, and a general sense of tiredness.
What is the name of the illness caused by noroviruses?
 Illness caused by norovirus infection has several names, including:
 stomach flu—this "stomach flu" is not related to the flu (or influenza), which is a respiratory illness caused by influenza virus.
 viral gastroenteritis—the most common name for illness caused by norovirus. Gastroenteritis refers to an inflammation of the stomach and intestines.
 acute gastroenteritis
 non-bacterial gastroenteritis
 food poisoning (although there are other causes of food poisoning)
 calicivirus infection
Diphtheria
Diphtheria is an infectious disease caused by the bacterium Corynebacterium diphtheriae. This disease primarily affects the mucous membranes of the respiratory tract (respiratory diphtheria), although it may also affect the skin (cutaneous diphtheria) and lining tissues in the ear, eye, and the genital areas.
How is diphtheria transmitted?
Diphtheria is transmitted to close contacts via airborne respiratory droplets or by direct contact with nasopharyngeal secretions or skin lesions. Rarely, it can be spread by objects contaminated by an infected person. Overcrowding and poor living conditions can further contribute to the spread of diphtheria.
Humans are the only known reservoir of Corynebacterium diphtheriae. Infected individuals may develop symptoms of diphtheria, or they may become carriers of the bacteria with no symptoms (asymptomatic carriers). These asymptomatic carriers can serve as reservoirs for active infection and may transmit the disease to other individuals.
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What are the signs and symptoms of diphtheria?
The symptoms of respiratory diphtheria usually begin after a two- to five-day incubation period. Symptoms of respiratory diphtheria may include the following:
 sore throat,
 fever,
 malaise,
 hoarseness,
 difficulty swallowing, or
 difficulty breathing.
E. coli
What is E. coli?
Escherichia coli (E. coli) is a bacterium that commonly lives in the intestines of people and animals. There are many strains (types) of E. coli.
Most of the E. coli are normal inhabitants of the small intestine and colon and are non-pathogenic, meaning they do not cause disease in the intestines. Nevertheless, these non-pathogenic E. coli can cause disease if they spread outside of the intestines, for example, into the urinary tract (where they cause bladder or kidney infections) or into the blood stream (sepsis).
Some strains of E. coli are pathogenic, meaning they can cause disease in the small intestine and colon. These pathogenic strains of E. coli may cause diarrhoea by producing and releasing toxins (called enterotoxigenic E. coli or ETEC) that cause the intestine to secrete fluid or by invading and inflaming the lining of the small intestine and the colon (called enteropathogenic E. coli or EPEC). A third strain
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of E. coli has a tendency to cause inflammation of the colon and bloody diarrhoea (called enterohemorrhagic E. coli or EHEC).
Hepatitis A
Hepatitis means inflammation of the liver
When doctors speak of viral hepatitis, they usually are referring to hepatitis caused by a few specific viruses that primarily attack the liver. There are several hepatitis viruses; they have been named types A, B, C, D, E, F (not confirmed), and G.
The most common hepatitis viruses are types A, B, and C.
What are the symptoms and signs of viral hepatitis?
The period of time between exposure to hepatitis and the onset of the illness is called the incubation period. The incubation period varies depending on the specific hepatitis virus. Hepatitis A has an incubation period of about 15-45 days; hepatitis B from 45-160 days, and hepatitis C from 2 weeks to 6 months.
Many patients infected with hepatitis A, B, and C have few or no symptoms of illness. For those who do develop symptoms of viral hepatitis, the most common are flu- like symptoms including:
 loss of appetite
 nausea
 vomiting
 fever
 weakness
 tiredness
 aching in the abdomen Less common symptoms include:
 dark urine
 light-colored stools
 fever
 jaundice (a yellow appearance to the skin and white portion of the eyes)
Staphylococcus (staph infection)
Staphylococcus is a group of bacteria that can cause a multitude of diseases as a result of infection of various tissues of the body.
Over 30 different types of Staphylococci can infect humans, but most infections are caused
RUTH NECHESA (TSNP) ruth.nechesa87@gmail.com 19
by Staphylococcus aureus. Staphylococci can be found normally in the nose and on the skin (and less commonly in other locations) of 20%-30% of healthy adults. In the majority of cases, the bacteria do not cause disease. However, damage to the skin or other injury may allow the bacteria to overcome the natural protective mechanisms of the body, leading to infection.
What are the symptoms and signs of a Staph infection?
Staphylococcal disease of the skin usually results in a localized collection of pus, known as an abscess, boil, or furuncle. The affected area may be red, swollen, and painful. Drainage or pus is common.
Streptococcus
Group A streptococcal (strep) infections are caused by group A streptococcus, a bacterium responsible for a variety of health problems. These infections can range from a mild skin infection or sore throat to severe, life-threatening conditions such as toxic shock syndrome and necrotizing fascitis, commonly known as flesh eating disease. Most people are familiar with strep throat, which along with minor skin infection, is the most common form of the disease.
In addition to step throat and superficial skin infections, group A can cause infections in tissues (group of cells joined together to perform the same function) at specific body sites, including lungs, bones, spinal cord, and abdomen.

3. SAFETY DURING OPERATIONS

By the end of this sub-module unit, the trainee should be able to:
a) define terms
b) state the importance of safety
c) state safety measures during operations
d) explain the role of the Public Health Act in safety
e) outline safety precautions necessary when carrying out housekeeping operations
f) explain types of fires
g) discuss fire safety measures
h) outline the fire fighting procedures

3.1. Unit Task 1: Defining terms

Unit Task 1: Defining terms
 Safety
The condition of being safe; freedom from danger, risk, or injury.

3.2. safety measures during operations

The main hazards associated with hotels and public buildings (the list is not exhaustive) include:
1. Injuries arising from lifting:
 In order to prevent such injuries employers are required to take precautionary measures to minimise hazardous manual handling operations e.g. when moving crates/kegs, CO2 cylinders
luggage etc. and use lifting, handling and assisting aids wherever practicable. Employers must also carry out a sufficient assessment of manual handling operations.
 See also HSE "Getting to grips with manual handling" (link below).
2. Electrical safety:
 All equipment should be installed and maintained by a competent person. It is recommended (IEE Wiring Regs BS7671) that the fixed system is inspected/tested at least every five years (or more frequently as recommended by a qualified electrician) and that all electrical appliances are examined/checked ("PAT" Tested) at a frequency appropriate to the risk. Regular maintenance should
include visual checks for general wear and tear ensuring that plugs, leads and sockets are in good condition and that there is no exposed wiring. Any corrective actions must be carried out immediately.
 HSE publication "Maintaining portable electrical equipment in hotels and tourist accommodation" (See
link below).
3. Gas safety
 All Premises - any place of work that has a gas installation and/or gas appliances installed must be maintained in such a way so as to prevent risk of injury to any person. The definition of what is an appropriate maintenance programme will be determined by the installation's age, condition and usage. If an inspector is of the opinion that the installation is not being properly maintained and may give rise to danger, enforcement action may be taken.
 Hotels/residential care accommodation - In any room where there is a gas appliance (boiler/heater etc.),
and the room is or can be used for sleeping or dining/lounging, then that appliance MUST be checked for safety at intervals not exceeding 12 months by a CORGI registered engineer.
 A record book must be kept in respect of the appliances including: date of the inspection, any defect
identified and any remedial action taken.
4. Safe use of machinery
 To prevent harm to employees ensure that all staff are fully trained to use the equipment provided e.g. food preparation equipment, compactor, and passenger lift. Ensure that workplace equipment is maintained, inspected/tested as appropriate and is safe for use and that it is the right equipment for the job.
 See HSE publication "Maintenance priorities in catering" (see link below)
5. Floors, corridors and stairs:
 In order to prevent slips and trips these areas should be kept free from obstructions at all times. Floor coverings and routeways should be maintained and all areas should be well lit. Kitchen floors need to have enough grip and should be kept dry as far as is practicable. Spillages should be cleared up immediately. Leaking equipment should be repaired. Staff should wear sensible footwear. Warning signs should be displayed during cleaning to warn customers/residents/staff of potentially slippery surfaces. Ensure that any change in floor level is clearly visible.
6. Hazardous substances:
 To prevent personal harm from hazardous substances e.g. skin irritation, respiratory disease, a COSHH risk assessment is required for such substances as cleaning chemicals, beer line cleaner (corrosive), CO2 cylinders etc. Safety data sheets should be obtained from the suppliers of the chemicals to assist in carrying out the risk assessment and providing information to staff.
 For further advice on what you need to know about the Control of Substances Hazardous to Health
Regulations 2002 (COSHH) see a brief guide to the regulations which is published online (see link below)
7. Asbestos:
 Many premises because of age will contain asbestos containing materials (ACMs) e.g. lagged pipes in cellars etc. There is now a statutory duty to manage asbestos in non-domestic premises. (Regulation 4 of the Control of Asbestos Regulation 2006).
8. Smoking (effective 1 July 2007)
All premises, which are wholly or substantially enclosed and used as a place of work by more than one person are, now smoke free. "No smoking" signs must be displayed at the public entrance to the premises. Take reasonable steps to ensure that staff, customers etc. are aware that smoking is not permitted. Ensure that no one smokes in smoke free premises or vehicles.
9. Water temperatures and Legionella control:
One way to minimise the growth of legionella is to store hot water above 60C and distribute it at above 50C. However, care is needed where water runs hot. The risks of scalding should be assessed and appropriate measures taken to prevent burns, e.g. warning notices or fitting thermostatic mixing valves on taps.
Water systems should be designed to avoid conditions that favour the growth of legionella by ensuring adequate insulation of storage tanks and pipes, using materials that do not encourage growth of legionella and protecting against contamination by fitting water storage tanks with lids. Water systems need to be routinely checked and inspected by a competent person and the risk assessment should be reviewed regularly.
Water stagnation can encourage conditions that favour growth of legionella. It is therefore advisable to remove dead runs in pipe work from the system, flush out seldom used shower heads, taps and remaining dead legs periodically (weekly), and to remove any dirt or limescale. Other water treatment methods include chemical disinfection.
10. Work-related contact dermatitis:
 In catering this is caused by contact with water, soaps and cleaning products. Prevention is to avoid contact with cleaning products and water (use a dishwasher rather than hand washing). Protect the skin by wearing non-latex gloves and checking hands regularly for the first signs of dermatitis (itchy, dry or red skin).
11. Cellar Safety:
 This area contains some significant hazards and access should be restricted to trained and competent staff only. Hazards include:
o Stairs: These should be of a safe design and in good condition, adequately lit and provided with a handrail. Sometimes the access to the stairs will be through a floor hatch which will require
the adoption of safe working procedures and physical barriers to prohibit access to others when raised in an "up" position. Some cellars may have low ceilings, beams and light fittings; these should be marked, where practical, in a contrasting colour and have warning signage displayed. In some instances it might be appropriate to provide insulation or padding etc.
o Falls from height: If deliveries are made through an external drop down, are there suitable controls in place to prevent members of the public falling down the open flap? All external hatchways/cellar flaps should be maintained in good condition and have adequate holding bolts or other fastenings.
o Falling objects: Are there controls in place to prevent personal injury to persons working in the cellar below during the time of a delivery?
o Cuts: Care should be taken when handling glass. In the event of broken glass rigid containers should be provided for the safe collection and disposal.
o Gas cylinders: Leakage from CO2 and Nitrogen cylinders can pose a risk of asphyxiation in confined spaces through the relative depletion of oxygen content of air and faulty gas cylinders can explode. It is essential that in cellars there is sufficient ventilation provided by either natural or mechanical means. In poorly ventilated areas it is strongly recommended that a CO2 monitoring system be installed. It is important that staff are trained how to identify leaking cylinders and what action to take should one be identified. It is essential that all relevant staff are fully trained in connection/disconnection procedures of gas cylinders to prevent cross threading valve damage and/or gas leakage. All empty and full gas cylinders should be suitably secured or chained in a vertical position to ensure they can't fall from the vertical storage position and become damaged. Cylinders must be stored away from heat and ignition sources. It is important that there is an action plan formulated in the case of a gas leak. CO2 Cellar warning cards should be displayed near cylinders. Gas cylinders should be checked for leakage on delivery and when connected to the system. All damaged cylinders must be reported to the supplier and not used. Cylinders frosted from the bottom upwards or a hissing noise may indicate a leakage. Do not drop, roll or drag gas cylinders and cylinder valves should be closed when not in use.

3.3. Role of Health and Safety Act in

safety Duties of employers in regard to safety
Section 2 states that "It shall be the duty of every employer to ensure, so far as is reasonably practicable, the health, safety and welfare at work of all his employees", and in particular that such a duty extends to:
 Provision and maintenance of plant and systems of work that are, so far as is reasonably practicable, safe and without risks to health;
 Arrangements for ensuring, so far as is reasonably practicable, safety and absence of risks to health in connection with the use, handling, storage and transport of articles and substances;
 Provision of such information, instruction, training and supervision as is necessary to ensure, so far as is reasonably practicable, the health and safety at work of his employees;
 So far as is reasonably practicable as regards any place of work under the employer’s control, the maintenance of it in a condition that is safe and without risks to health and the provision and maintenance of means of access to and egress from it that are safe and without such risks;
 Provision and maintenance of a working environment for his employees that is, so far as is reasonably practicable, safe, without risks to health, and adequate as regards facilities and arrangements for their welfare at work.
Section 3 states the duty of all employers and self employed persons to ensure, as far as is reasonably practicable the safety of persons other than employees, for example, contractors, visitors, the general public and clients.
Employers must also prepare and keep under review a safety policy and to bring it to the attention of his employees (s.2(2)). Trade unions may appoint safety representatives and demand safety committees. The representatives have a right to be consulted on safety issues (ss.2(4), (6) and (7)). Since 1996 employers have had a duty to consult all employees on safety matters.[9][10] No employer may charge an employee for provision of health and safety arrangements (s.9).
Duties of employees in regard to safety
Under section 7 all employees have a duty while at work to:
Take reasonable care for the health and safety of himself and of other persons who may be affected by his acts or omissions at work; and
Co-operate with employers or other persons so far as is necessary to enable them to perform their duties or requirements under the Act.

3.4. Safety precautions during operations Safety Housekeeping Tips

Housekeeping is not just cleanliness. It includes keeping work areas neat and orderly; maintaining halls and floors free of slip and trip hazards; and removing of waste materials (e.g., paper, cardboard) and other fire hazards from work areas.
Here are some housekeeping tips that will help you keep your work area safe:
 Immediately clean up anything on the floor that creates a slip hazard: water, grease, paper, dust or other debris. (Get assistance if needed or required.)
 Keep walkways clear of boxes and other obstructions.
 Close cabinets used for storage when not in use.
 Never block fire exits or fire equipment.
 Make sure stacked materials do not impede vision.
 Don’t store items in or on electrical panels or control boxes.
 Pick up and store tools in their proper location immediately after use.
 Keep ventilation systems clear of dust and debris and stored materials.
 Make sure receptacles for waste and debris are conveniently located.
 Remove combustible waste often to minimize the fire hazard.
 Set a good example for other employees by maintaining good housekeeping in your work area.
Health and safety
Fire and personal injury
These are hazards in any establishments and their prevention is of tremendous importance .While the management is ultimately responsible for the prevention of accidents, the housekeeper, along with other department heads, should Endeavour to see that her staff are safety conscious.
Accidents are costly: there may be serious effects on the injured person; time and materials may be lost; a new employee may need to be trained. Employers have always been responsible if defective equipment, due to its design or manufacture which causes accidents
Poor housekeeping accounts for many accidents and also many accidents occur in an establishment ‘s accommodation area(in one survey taken in a group of hotels it was found there was more days lost due to accidents in the housekeeping department than in any other department ).Therefore the housekeeper has a great responsibility for making sure that her staff are aware of the common causes of accidents and of the necessary precautions to be taken to comply with the 1974 Health and Safety At Work etc Act .
Under this Act the employer must provide:
And maintain equipment and provide safe working practices;
For correct storage, handling and transporting of articles and substances with maximum safety; Information, instruction, training and supervision to ensure the health and safety of employees; Safe exit and access to place of work;
A good working environment without risk to health and with adequate facilities (WCs, rest rooms etc);
A written statement of general policy which should be displayed by employers with more than five employees and it must be amended as necessary.
Employees should:
Take reasonable care of themselves and other employees and other persons on the premises; Co-operate with their employer concerning health and safety.
There is a great variety of accidents causing personal injury which may befall guests and staff and while they are normally caused through someone’s carelessness they are less likely to occur in a clean ,uncluttered and well maintained department.
The following are some of the more frequent safety hazards and causes of personal injury which may occur in the housekeeping department.
Causes of Falls
1. Frayed edges and worn patches of carpet;
2. A missing floor tile or uneven floor;
3. A missing piece from the nosing of a hard stair;
4. Slippery floors, especially in conjunction with small mats;
5. Spillages not immediately dealt with;
6. Tripping over fallen articles;
7. Trailing flexes from equipment, lamps, television, etc;
8. Cleaning equipment left about, buckets etc;
9. Faulty step ladders;
10. Stools, boxes etc used instead of step-ladders;
11. Poor lighting in corridors and on stairs;
12. A step in a usual place;
13. No hand grips on baths;
14. Over-reaching;
15. Ill-fitting or inappropriate footwear.
16. Cuts and abrasions
17. Because of:
18. Careless placing of razor blades;
19. Careless disposal of broken glass;
20. Careless opening of tins;
21. Absence of kneeling mats fro cleaners;
22. Falling objects;
23. Objects poorly stacked and shelves over laden.
Accidents
Any accident at work, either to guest or staff, should be reported immediately to management or the health and safety officer .It is a legal requirement under the health and safety at work etc act 1974 that a record is kept of all accidents; this is particularly important because of the industrial injuries act whereby staff may be entitled to claim compensation .It is usual for the establishment‘s own accidents report form to be completed as well as the statutory one.
The accident book and report form should be completed at the time of the accident or as soon after as possible by the injured person or his supervisor .It should state:
i.  Personal particulars of person injured e.g. name, address, age, occupation; ii. Date and time of accident;
iii. Place of accident;

iv. Injury sustained;
v. Cause and /or description of the accident;

 vi. What the person was engaged in at the time; vii. Treatment given and by whom;
viii. Name of witnesses.
It should be signed by the supervisor and if possible by the injured person.
Accidents to guests should also be recorded and all staff should be aware of the fact that they should never accept liability for an accident .Insurance can be taken out by the establishment for protection against claims made by guests on staff.
In the case of fatal accidents ,major industries and dangerous occurrences listed in the reporting of injuries
,diseases and dangerous occurrences regulations ,the environmental health officer should be notified as soon as possible ,preferably by telephone ,and details entered in the accident report book .A written report should be sent to the environmental health officer within seven days .These regulations apply to guests and staff.
Prevention of accidents.
Unless precautions are taken accidents may easily occur and the housekeeper should therefore see that her staff are made aware of the problems and are instruction in the:
i. Use of correct working methods ii. Need for tidiness in their work
iii. Need for storing things in their right places
iv. Dangers of floor surfaces being left wet, over polished, etc
v. Necessity of reporting surfaces and articles in need of repair or replacement. vi. Need for warning signs on wet floors
vii. Need for hazard spotting
A record of training should be kept and be signed by both trainer and trainee and as well as training staff to be aware of the causes of personal injury. The housekeeper should make the necessary reports to maintenance and follow up these reports. She should see that provision is made for:
i. Hands grips on baths ii. Non- slip mats in showers
iii. Good lighting on stairs and corridors
iv. Help for maids when jobs are heavy or involve much lifting and stretching v. Special marks on clear glass doors to prevent people walking into them
Fire prevention
Safety programs must include fire prevention and deterrence. Fires in lodging properties are very common but so is the fact that most hotels, motels and resorts are equipped with state of the art equipment to suppress fires when they occur. The executive Housekeeper can prevent fires by fireproofing guestroom furnishing. Curtains, carpets, pillows, blankets, and upholstery should be purchased labeled as fire-retardant or flameproof, cigarette smoking in bed by guests is the typical cause of fires in guestrooms, not reporting faulty electrical equipment, sockets etc. Excessive accumulation of lint in dryers, paint’s supplies, and oily rugs can also start fires by spontaneous combustion. Kitchen oily cloths should be kept in metal containers and washed or disposed of as soon as possible. Frayed guestroom lamp cables and damaged cords, switches, or plugs may start smoldering fires, as it’s the case with overcrowded outlets that may overload fuses or circuits.
Safety programs should include fire protection instruction, including fire drills. Fire safety programs should train employees in combating small, controllable fires, operating fire extinguisher, closing doors to contain large fires, keeping fire exits free of any materials, reporting immediately the smell of burning equipment or the presence of smoke, evacuating the building in an orderly manner if the fire alarm sounds, notifying guests of fire if asked to do so, and so on. All housekeeping workers must be told, at orientation, where the nearest fire alarm, fire extinguisher, and fire exit are located. Employees must be trained not to panic in case of a fire but remain calm in all cases. Panic emotion can cause people to feel disoriented, preventing them from acting rationally. In the event of fire, staff should be instructed to operate the nearest fire alarm, attack fire if no personal risk, close windows, switch off electrical appliances, close door and report to immediate superior, carry out instructions,
e.g. rouse guests, make sure rooms empty etc; report to assembly point for roll call and not to use lifts
The housekeeper department is also responsible for positing in each guestroom diagrams of evacuation routes and instructions explaining what to do in case of fire
Accident prevention
Good housekeeping plays a key role in accident prevention and it only requires a little effort to cleanup after oneself.
Good housekeeping can be achieved by establishing 3 easy steps:
 Plan ahead.
 Assign responsibilities. A person should be specifically detailed to cleanup. Ideally, each individual should pick up after themselves and keep their work area neat.
 Implement a program. Housekeeping should be part of the daily routine, with cleanup being a continuous procedure.
Housekeeping Tips
The following practices should help eliminate accidental injuries and prevent fires;
 Keep aisles and stairwells clearly marked and free of clutter.
 Clean up spills and leaks promptly.
 Properly dispose of oily and greasy rags.
 Keep all filing cabinets and drawers closed when not used.
 Keep tools and equipment clean and properly store tools.
 Neatly stack storage racks and bins.
 Smoke in designated areas only.
 Make sure work areas are well lighted.
 Clean up after yourself.
 Keep fire exits, extinguishers, and sprinklers marked and free of obstructions.
 Rope off maintenance areas to minimize personnel traffic.
 Close all drawers, cabinets, etc. when not in use.
Bomb threats
Most bomb threats are made over the phone. The overwhelming majority are hoaxes, often the work of malicious pranksters. Any bomb threat is a crime and, no matter how ridiculous or unconvincing, should be reported to the police.
Telephoned bomb threats are frequently inaccurate with regard to where and when a bomb might explode, and staff receiving a bomb threat may not always be those trained and prepared for it. But although they may be unable to assess a threat's accuracy or origin, their impressions of the caller could be important.
Receiving such a threat may be the closest that many people ever come to acts of terrorism, so be prepared for affected staff to be temporarily in a state of shock. Affected individuals may need counselling or other support. Ensure that all staff who could conceivably receive a bomb threat are trained in handling procedures - or at least have ready access to instructions. This applies particularly to public transport organisations, courts, banks, hotels, hospitals, news agencies, voluntary organisations and those offering any sort of emergency service.
Switchboard operators should be familiar with procedures and rehearse them regularly.
 stay calm and listen
 obtain as much information as possible - try to get the caller to be precise about the location and timing of the alleged bomb and try to establish whom they represent. If possible, keep the caller talking
 ensure that any recording facility is switched on
 when the caller rings off, dial 911(if that facility operates and you have no automatic number display) to see if you can get their number
 immediately tell the designated Security Co-ordinator. It is their responsibility to decide on the best course of action and who should notify the police. If you cannot get hold of anyone, and even if you think the call is a hoax, inform the police directly. Give them your impressions of the caller as well as an exact account of what was said
 If you have not been able to record the call, make notes for the security staff or police. Do not leave your post - unless ordered to evacuate - until the police or security arrive.