SUPERVISORY POSTS
The housekeeping department usually has the following supervisory positions:
• Floor supervisor
• Linen room supervisor
• Public area supervisor
• Uniform room supervisor
• Night supervisor
• Laundry supervisor
• Control desk supervisor
Each supervisor is responsible for certain functions and leads a team of attendant to accomplish them. The assistant housekeeper, though, is not strictly a supervisor as per the designation, but many of the duties for this position are supervisory.
General Duties of a Supervisor:
The general duties and responsibilities of supervisors are as follows-
• To ensure that the staff are aware of their hours of work and that they adhere to the planned duty roster.
• To make any adjustments necessary in their off-days in consultation with the concerned employees.
• To instruct the staff in cleaning routines and schedules.
• To regularly fill up the cleaning and maintenance checklists and inventories after a complete physical check.
• To liaise with the maintenance department for any maintenance work required in guestrooms or public areas and to initiate work-order forms.
• To inspect and record room status regularly and liaise with the reception desk.
• To issue the relevant keys, keep track of them, and get them safely back.
• To be responsible for following the correct procedures in dealing with lost and found articles when employees hand these in.
• To check the stocks regularly, take delivery of stocks, and issue supplies to attendants.
• To supervise the staff involved in the cleaning and setting up of banquet halls, meeting rooms, and other event venues.
• To check and record the amount and condition of the house linen during collection, dispatch, storage, repair, and use.
• To arrange for the induction and training of staff.
• To regularly appraise managers of individual staff performance.
• To inform the employees of staff welfare schemes and other facilities.
• To liaise with staff from other departments in a way that shows respect for their skills and abilities.
INSPECTION MODULES FOR COMMONLY NEGLECTED AREAS (DIRTY DOZENS)
Various inspection modules are used for the thorough inspection of guestrooms, so that certain areas and aspects that tend to be neglected while cleaning and inspection are particularly checked by supervisors. Some hotels develop these as separate lists and some incorporate these neglected areas in their routine inspection checklists. These modules have easy-to-remember names such as the Quick Six Inspection or the Dirty Dozens.
In general, the most commonly neglected areas in guestrooms include:
• The area between the bed and the nightstand, where food particles, dirt and debris may accumulate since this area is usually hidden by the bedspread.
• The interiors of drawers and wardrobes, where dust may accumulate in the crevices.
• Surface below the lamps and other accessories kept on table, where dust accumulates because they tend to be overlooked.
• The tops of picture frames hung on walls, which tend to gather dust as they are not easily visible to the eye.
• The top edges and backs of doors, which if not cleaned on a regular basis may collect lot of dust.
• The diffuser grilles of radiators or air-conditioners which can collect stubborn dirt.
• Ceilings, which may show cobwebs if not attended to daily.
• The carpet area behind free-standing furniture that is near but not against the wall, such as a credenza standing to one side.
• Pillows and pillowcases, which should be free of wrinkles or stray hairs and which should have a fresh smell.
• The general odour of the room, which is often overlooked. The room should have a fresh smell.
• The tiled area next to the shower, which collects grime and shows water marks if not attended to daily.
• The area behind the toilet bowl, including pipes, cisterns and the toilet-rolls receptacles, which all provide surfaces and nooks where dirt settles.
• The area under the vanity unit and towel racks, which are hard to reach and may accumulate a lot of dust and debris. The tiles behind the vanitory unit also gets water marks and soap marks easily.
• The faucet filters, which maybe stained brown due to dirt collecting in them.
• The air vents in the toilet, which are hard to reach and which if neglected during routine cleaning, may collect stubborn grime and dust.
• The baseboards in the guest bedroom as well as the bathroom, which too accumulate dust.
Inspection of VIP rooms
supervisor, but also by the senior authority like asst housekeeper floors, desk house keeper, even sometimes by executive house keeper
This is in fact not a typical supervisor’s responsibility, though a supervisors task.VIP rooms are checked personally by the assistant housekeeper or the executive house keeper. The guest room is opened and looked over to gauge how it will be seen by the VIP guest when he /she enters the room . then a more through checking is done. Along with the items and surfaces mentioned in the checklist, bed spread, lamp shade and pictures on the wall are checked for through cleanliness. The room should smell fresh, with no bad odours or dampness. White-ragging is carried out on random surfaces-this means checking the cleanliness of an area by wiping a white rag across it to see the degree of soiling .all the neglected areas should also be checked. The toilet bowls should also be checked by running a damp cotton swab under the rim. Finally, the house keeper must check that all VIP amenities are in place.
Tuesday, April 19, 2011
Housekeeping - Key Control
KEYS AND KEY CONTROL
GUESTROOM KEY- Is issued to the guest .As per the new system it has a key card for identification. As per the old system it has a heavy tag which discourages the guest to take it out. The key has a tag which has only the name of the hotel and does not have the room number so that it is not misused when found.
GRAND MASTER KEY-It opens all the guest rooms in the hotel even if they are double locked. One set is kept with the duty manager, the second set is with the executive housekeeper and third set could be with the security. It is used in the following circumstances:
1. In the case of a fire for the purpose of guest evacuation
2. To open double lock rooms if there is no response from the guest for entire day.
3. To double lock a door from outside:
a. If the guest has requested for the room to be locked in this way.
b. The guest has not paid the bill and is suspected of being skipper
c. To prevent entry into the room in case of unusual incidents like thefts, deaths or murders.
ELECTRONIC KEY CARD- Instead of the old keys (keys with a heavy tag) computerised encoded plastic keys are being increasingly introduced to increase more security. When the guest checks in the receptionist prints out plastic key card at the computer console so that all those using the room will have their own card (the guest has to remember his room number for the security reasons as this is not displayed/printed on the card
The computer is programmed to print out different number each time the number is selected. The selected number could be any number between one of the several millions. The door lock is linked to the computer and will only open when the card with the new number is inserted in the slot.The new key card cancels all the previous information in the card.
No one can operate the console without the authorised code (receptionist has the required password to operate the machine).This is done as an additional precaution. The console has a security printer which prints out the security code the room number on the keys issued so that a record is kept of all the transactions. Room attendants and housekeeping staff are issued with sub master key, section key, floor master key, master key which are programmed for the number of rooms in each section (works the same way as the guest key card).For a system such as this it is essential that there is a link with an emergency power supply in case of electricity failure
ADVANTAGES
1. It ensures complete security as no room number is printed on card
2. At the time of issue more than one keycard can be given to the guest if there is a double occupancy in the room
3. It is possible to trace the receptionist who issues the keys from the print out at the end of the day (to avoid unnecessary or extra duplication which may call for security problems)
4. An alarm is set on when a wrong key card is used thereby alerting security.
5. It helps the guest to avail other credit facilities form the various outlets of the hotel. It also helps in conserving electricity in the guest room
KEY CONTROL PROCEDURES
Proper key control procedures are important for the guest security and privacy. Key control also protects the hotel property and the guest property being robbed or stolen. A key control register can be used to monitor the distribution of sub-section master keys and floor master keys. This register should include the date, time and the name of the person who has signed for a particular key. Every time an employee recieves or returns a key he or she is required to sign the register. The person issuing the keys should use his or her initials or sign the lock for each key transaction. In large properties the desk supervisors distributes and recieves the keys from/to the room attendant. At smaller properties the executive housekeeper or the front deck may assume this function. Key belts, wrist band or neck chains are recommended devices for keeping track of the keys. Floor keys or sub section master keys should never be kept on top of a room attendant’s trolley or in guest rooms or in an insecure area. An employee should never open any guest room door except cleaning purpose. Room attendants are also responsible for returning guest room keys if guest leaves the keys in the room. Many hotels provide key lock boxes on the room attendant’s trolley to store guestroom keys. If this box is not available room keys must be kept in a secure area and not on the top of the cart until returned to the front desk. If the room attendant finds the room keys in the corridor or public area the front desk should be notified immediately.
LOST AND FOUND
Lost and found property can be divided into
1.PERISHABLE -Kept in housekeeping department for 24hrs and then either disposed or given to the finder. A gate pass is issued to the finder in case he is willing to take it out of the premises.
The alcoholic beverages like an open bottle of wine or the sealed bottle of any other alcoholic beverages are passed on to food and beverage controller for safe keeping after they are sealed which are kept for 3 to 6 months. The open ones are kept for 3 months and could be drained off after this period. The sealed bottles could be disposed off as per the policy of the hotel after 3-6 months if they are unclaimed.
2.VALUABLES - These are kept in safe deposit box under lock and key for a period of one year. These include electronic items, cash and jewelry. The keys to this safe deposit box are with executive housekeeper. In case of her absence the duty manager has a right to access this deposit box and hand over the article to the claimant.
3.INVALUABLE - They are kept in the cupboard / compartments for a period of 3 months. These include toys, clothes etc. These items are stored in lost and found cupboard which have shelves. The top shelf has the oldest articles which are to be disposed of as per the policy of the hotel if they are unclaimed. The cupboard keys are with the desk housekeeper. There are normally 4 cupboards or compartments, all marked month wise (3 months). For e.g. JAN-FEB-MAR in one cupboard or compartment. This is done for the ease of segregation and for the ease of disposing off the articles.
Posted by Gayatri Kale at 8:45 AM 0 comments
BACK OF THE OFFICE CLEANING
Definition- The functional areas of the hotel in which employees have little or no guest contact, such as the engineering and maintenance department , laundry room and so on.
Laundry
Day to day cleaning includes
Sweeping and mopping of the flooring and skirting, spot cleaning of the walls, emptying out the dust bins checking the lights, dusting the equipments after switching them off and dusting the shelves.
Weekly cleaning includes cleaning the lights.
The cleaning process takes place late in the evening or after the operations.
Maintenance cleaning
This work is done in coordination with maintenance staff.
Day to day cleaning includes
Sweeping and mopping of the floors , Cleaning the skirting , spot cleaning the walls emptying of the dustbin , dusting of the small equipments, cupboards ,
Heavy duty equipments are cleaned by maintenance staff.
Maintenance cleaning is done by the night shift public area staff.
Offices
It is done by night shift , it includes cleaning the hard flooring , cleaning the skirting, spot cleaning the walls, cleaning the carpets and rugs if carpeted, dusting the furniture like tables chairs cupboards filing cabinets. Checking the lights, cleaning the picture frames, emptying out the dustbins, changing the drinking water.
Weekly – suction cleaning of upholstery of couch area and chairs, cleaning of windows.
Periodic cleaning – shampooing the carpets and upholstery and washing the soft furnishing.
Corporate offices like GM office, all the cleaning is done similar to the other offices except thorough cleaning of the seating lounge, polishing the decorative articles is done on a day to day basis. The maximum work is done in the night shift after the duty hours. Work of the morning shift includes changing the flower arrangement, changing the drinking water, watering the plants and also gives the finishing touches.
Since all the offices are operational mon-sat. Sunday is the ideal day for all the deep cleaning and maintenance.
TIME OFFICE, outside the receiving area back porch & parking area are done thoroughly in the night in low traffic hours. The jet sprays are used to clean, cleaning of the rubber mats during this time.
LOCKERS
Daily cleaning includes - cleaning the flooring and skirting, spot cleaning of the walls , cleaning of the carpet if the area is carpeted , changing the linen on the bed, replenishing the linen and the bathroom supplies, checking the lights , dusting the lockers form outside , refilling of water dispensers etc
Weekly cleaning includes – cleaning the lights, cleaning the windows.
FAÇADE CLEANING
Cleaning could be done by two ways
1. By jet pressure machine with the pressure of 150 psi using the sand, chemical, detergent and water. Where sand acts as abrasive.
2. It can be done by ropes which are suspended from the roof of the building, on which the cleaner suspends himself on the ropes using the safety harness tied around his body. Once he ties himself normal cleaning can be done by scrubbing and water.(spider-man process)
GUESTROOM KEY- Is issued to the guest .As per the new system it has a key card for identification. As per the old system it has a heavy tag which discourages the guest to take it out. The key has a tag which has only the name of the hotel and does not have the room number so that it is not misused when found.
GRAND MASTER KEY-It opens all the guest rooms in the hotel even if they are double locked. One set is kept with the duty manager, the second set is with the executive housekeeper and third set could be with the security. It is used in the following circumstances:
1. In the case of a fire for the purpose of guest evacuation
2. To open double lock rooms if there is no response from the guest for entire day.
3. To double lock a door from outside:
a. If the guest has requested for the room to be locked in this way.
b. The guest has not paid the bill and is suspected of being skipper
c. To prevent entry into the room in case of unusual incidents like thefts, deaths or murders.
ELECTRONIC KEY CARD- Instead of the old keys (keys with a heavy tag) computerised encoded plastic keys are being increasingly introduced to increase more security. When the guest checks in the receptionist prints out plastic key card at the computer console so that all those using the room will have their own card (the guest has to remember his room number for the security reasons as this is not displayed/printed on the card
The computer is programmed to print out different number each time the number is selected. The selected number could be any number between one of the several millions. The door lock is linked to the computer and will only open when the card with the new number is inserted in the slot.The new key card cancels all the previous information in the card.
No one can operate the console without the authorised code (receptionist has the required password to operate the machine).This is done as an additional precaution. The console has a security printer which prints out the security code the room number on the keys issued so that a record is kept of all the transactions. Room attendants and housekeeping staff are issued with sub master key, section key, floor master key, master key which are programmed for the number of rooms in each section (works the same way as the guest key card).For a system such as this it is essential that there is a link with an emergency power supply in case of electricity failure
ADVANTAGES
1. It ensures complete security as no room number is printed on card
2. At the time of issue more than one keycard can be given to the guest if there is a double occupancy in the room
3. It is possible to trace the receptionist who issues the keys from the print out at the end of the day (to avoid unnecessary or extra duplication which may call for security problems)
4. An alarm is set on when a wrong key card is used thereby alerting security.
5. It helps the guest to avail other credit facilities form the various outlets of the hotel. It also helps in conserving electricity in the guest room
KEY CONTROL PROCEDURES
Proper key control procedures are important for the guest security and privacy. Key control also protects the hotel property and the guest property being robbed or stolen. A key control register can be used to monitor the distribution of sub-section master keys and floor master keys. This register should include the date, time and the name of the person who has signed for a particular key. Every time an employee recieves or returns a key he or she is required to sign the register. The person issuing the keys should use his or her initials or sign the lock for each key transaction. In large properties the desk supervisors distributes and recieves the keys from/to the room attendant. At smaller properties the executive housekeeper or the front deck may assume this function. Key belts, wrist band or neck chains are recommended devices for keeping track of the keys. Floor keys or sub section master keys should never be kept on top of a room attendant’s trolley or in guest rooms or in an insecure area. An employee should never open any guest room door except cleaning purpose. Room attendants are also responsible for returning guest room keys if guest leaves the keys in the room. Many hotels provide key lock boxes on the room attendant’s trolley to store guestroom keys. If this box is not available room keys must be kept in a secure area and not on the top of the cart until returned to the front desk. If the room attendant finds the room keys in the corridor or public area the front desk should be notified immediately.
LOST AND FOUND
Lost and found property can be divided into
1.PERISHABLE -Kept in housekeeping department for 24hrs and then either disposed or given to the finder. A gate pass is issued to the finder in case he is willing to take it out of the premises.
The alcoholic beverages like an open bottle of wine or the sealed bottle of any other alcoholic beverages are passed on to food and beverage controller for safe keeping after they are sealed which are kept for 3 to 6 months. The open ones are kept for 3 months and could be drained off after this period. The sealed bottles could be disposed off as per the policy of the hotel after 3-6 months if they are unclaimed.
2.VALUABLES - These are kept in safe deposit box under lock and key for a period of one year. These include electronic items, cash and jewelry. The keys to this safe deposit box are with executive housekeeper. In case of her absence the duty manager has a right to access this deposit box and hand over the article to the claimant.
3.INVALUABLE - They are kept in the cupboard / compartments for a period of 3 months. These include toys, clothes etc. These items are stored in lost and found cupboard which have shelves. The top shelf has the oldest articles which are to be disposed of as per the policy of the hotel if they are unclaimed. The cupboard keys are with the desk housekeeper. There are normally 4 cupboards or compartments, all marked month wise (3 months). For e.g. JAN-FEB-MAR in one cupboard or compartment. This is done for the ease of segregation and for the ease of disposing off the articles.
Posted by Gayatri Kale at 8:45 AM 0 comments
BACK OF THE OFFICE CLEANING
Definition- The functional areas of the hotel in which employees have little or no guest contact, such as the engineering and maintenance department , laundry room and so on.
Laundry
Day to day cleaning includes
Sweeping and mopping of the flooring and skirting, spot cleaning of the walls, emptying out the dust bins checking the lights, dusting the equipments after switching them off and dusting the shelves.
Weekly cleaning includes cleaning the lights.
The cleaning process takes place late in the evening or after the operations.
Maintenance cleaning
This work is done in coordination with maintenance staff.
Day to day cleaning includes
Sweeping and mopping of the floors , Cleaning the skirting , spot cleaning the walls emptying of the dustbin , dusting of the small equipments, cupboards ,
Heavy duty equipments are cleaned by maintenance staff.
Maintenance cleaning is done by the night shift public area staff.
Offices
It is done by night shift , it includes cleaning the hard flooring , cleaning the skirting, spot cleaning the walls, cleaning the carpets and rugs if carpeted, dusting the furniture like tables chairs cupboards filing cabinets. Checking the lights, cleaning the picture frames, emptying out the dustbins, changing the drinking water.
Weekly – suction cleaning of upholstery of couch area and chairs, cleaning of windows.
Periodic cleaning – shampooing the carpets and upholstery and washing the soft furnishing.
Corporate offices like GM office, all the cleaning is done similar to the other offices except thorough cleaning of the seating lounge, polishing the decorative articles is done on a day to day basis. The maximum work is done in the night shift after the duty hours. Work of the morning shift includes changing the flower arrangement, changing the drinking water, watering the plants and also gives the finishing touches.
Since all the offices are operational mon-sat. Sunday is the ideal day for all the deep cleaning and maintenance.
TIME OFFICE, outside the receiving area back porch & parking area are done thoroughly in the night in low traffic hours. The jet sprays are used to clean, cleaning of the rubber mats during this time.
LOCKERS
Daily cleaning includes - cleaning the flooring and skirting, spot cleaning of the walls , cleaning of the carpet if the area is carpeted , changing the linen on the bed, replenishing the linen and the bathroom supplies, checking the lights , dusting the lockers form outside , refilling of water dispensers etc
Weekly cleaning includes – cleaning the lights, cleaning the windows.
FAÇADE CLEANING
Cleaning could be done by two ways
1. By jet pressure machine with the pressure of 150 psi using the sand, chemical, detergent and water. Where sand acts as abrasive.
2. It can be done by ropes which are suspended from the roof of the building, on which the cleaner suspends himself on the ropes using the safety harness tied around his body. Once he ties himself normal cleaning can be done by scrubbing and water.(spider-man process)
hk- role of the floor supervisor
DAILY ROUTINE OF HOUSEKEEPING DEPARTMENT AND ROLE OF THE FLOOR SUPERVISOR
There are generally 3 shifts in HK dept.:
• Morning Shift(7am-4 am):In the morning shift, the major cleaning of all guest rooms is done and general cleaning of public areas.
• Afternoon Shift(1pm-10pm)/(3pm-12am):Turn down service is given to guest rooms, second service if required, departure room clearance is done by the second shift and public area functional areas are checked.
• Night Shift (10pm-7am):Thorough cleaning of public areas is carried out.
THE ROLE OF THE FLOOR SUPERVISOR
The floor supervisors have an overall responsibility for the floors allotted to them. They are responsible not only for maintaining hygiene and cleanliness but also responsible for work force like GRA and houseman for their work and overall behavior. While working they also deal with guest complaints and requests demonstrating the following qualities:
1. Patience
2. Diplomacy
3. Presence of mind
4. Eye for details
5. Honesty
They should be prompt enough to attend to these in such a way that there is quick and effective solution. At the same time they carry out the task of training their subordinates in various standards of work. Also they train and brief the GRAs and houseman about use of various equipments and cleaning agents, safety and security, inculcate qualities like punctuality, etiquettes and manners while dealing with the guest. It is a job of middle management personnel. They report to their senior authority i.e. assistant housekeeper floor, deputy housekeeper.
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors.
The staff enters the hotel premises through the time office in order to punch in their time cards. Each floor supervisor then collects the room status information sent by the front office to the house keeping. It states the early morning expected arrivals and departures of the day, group check ins/ check outs of the day, VIP inhouse guests. Any special request for extra bed, baby cots etc should be noted. Any supplies due to be returned from the check out rooms that day should be noted. The floor supervisor also finds out about the GRA working under her, goes through the duty roster. She checks the logbook for various messages regarding her floor. At the end she signs the key register, proceeds to the floor taking the necessary floor keys.
On the floor, the floor supervisor also helps to keep a check on the movement of the staff working under her. She checks the uniform of the room attendants, briefs them on the special cleaning tasks of the day and gives them the complementaries and supplies required for the guestroom. It is noted in the housekeeper day book or staff placement register. The book serves as an attendance register and is kept with the desk supervisor to help him/her to page the staff if required for any reason. Depending on the allocation of the section, pass keys(section/floor master keys) are collected and signed in the register. The room assignment sheet is given to the room attendant who is expected to fill while cleaning the room. The floor supervisor then records the first room occupancy at about 8:30 am. This also gives her an opportunity to check the corridors, elevator areas, fire exits and service area. It is also simultaneously recorded in the floor register.The physical occupancy report is submitted to the desk housekeeper who in turn prepares room status reports and passes the same to the front office for the necessary action.
While taking the occupancy , the floor supervisor checks the rooms taking the physical check of each room on a floor.She checks the occupied room for the number of guest present in the room.If the supervisor does not see any guest then the number of beds being used, clothes of the guest, sizes of shoes, number of toothbrushes are taken as indicators to decide number of guest present in the room. Additional information like sleep outs ,scanty baggage, guests who have packed their bags and relevant room number which does not feature in the expected departure list is also highlighted so that the front office can check with the guest if he is planning to cut down stay. A discrepancy report is made by the front office staff and is handed over to the senor authorities for execution of necessary action. The floor supervisor in big hotels has to check the room at least once every day. This report is made thrice a day, one in the morning at 8:30am,12:pm and one in the afternoon before 4:00pm.The room occupancy report is made in triplicate, one copy is given to the front office cashier, second copy to the reception and the third copy is retained with the housekeeping for their reference. The room occupancy report is then cross checked and compared with the front office department and the discrepancy report is made by the front office. The duty manager is informed accordingly for the necessary action.
Computerized status system: the problem in reporting housekeeping status to the front office can be eliminated when the computer system is directly connected to guestroom telephone with such a network that a floor supervisor can inspect guestrooms. Determine their readiness for sale and then enter a designated code on the room telephone to change the room status in the hotel’s computer system. This procedure can reduce not only number of guest forced to wait for the room assignment but also decreases the length of their wait.
FORMAT OF ROOM OCCUPANCY/STATUS REPORT
Room Occupancy Report
1st Floor 2nd Floor
Room no. Code/Status No. of guests Room no. Code/Status No. of guests
101 Dep. - 201 DL -
102 V - 202 O,SB 2
103 O 2+1 203 O,SO
_____________Signature of the desk housekeeper
The desired results of an established cleaning system are best achieved only when a guest room inspection is done. This serves the purpose of rectifying any problems that may have been previously overlooked during cleaning, before the guest notices. Room inspection not only helps to identify ordinary problems with cleaning but also helps to identify areas requiring special cleaning or maintenance.
An Inspection programme can be done in various forms. In some properties especially in smaller properties, occupied rooms are spot checked while the departure rooms are definitely checked daily.
Each floor supervisor is usually responsible for a certain number of rooms (45-60) and must be aware of the current status of each room that is assigned to her/him. The room is checked to ensure :
• Correct standard of cleanliness has been maintained.
• For any technical repairs(if any)
• Correct room complementaries and adequate guest supplies have been provided.
A room inspection report or a check list should be completed by the floor supervisor who notes down the condition and proper operations of various fixtures of the room. It is also simultaneously recorded in the floor register so that a continuous record is maintained. An inspection programme is not effective if no follow up is given to an identified problem. Depending on the hotel procedures the floor supervisor is responsible for filling out work orders or maintenance request that are needed. The work order or job order is made in triplicate. Two copies (the original and the duplicate) are given to the maintenance engineer. The third remaining copy remains with the housekeeping department. The maintenance engineer hands over both the copies to the concerned technician who is required to attend to the complaint. The technician goes to the respective floor and asks the floor supervisor or GRA to open the concerned room. He then attends to the complaint and signs on both the work orders, writes the time and date against work completed. He takes acknowledgement from the floor supervisor. He hands over the original copy to the housekeeping department and the duplicate copy to the maintenance department. The copy given to the floor supervisor is then given to the desk housekeeper who files it in the work order files. At the end of the day a report is made by the desk housekeeper about complaints attended to in the day, that are to be followed up the next day, major maintenance complaints that can be attended to only by taking the rooms on O-O-O status. Thus the original copy is retained by the maintenance department for its future reference.
Inspection Programme Technology: (Guest Room Inspection)
A barcode is a group of printed bars, spaces and numerals that appear on the packaging of every retail item. These codes are to be scanned and read into a computer system. Each guest room is identified with a barcode tag. The tag is placed in a secret spot such as behind the door frame. The floor supervisor is given a barcode scanner and a set of carde that will feature condition of each item that needs to be inspected, attended or repaired. On entering the room, the supervisor scans the barcode tag this will now record the room number, time and date in the scanner. The condition of each inspected item is noted by scanning the proper barcode. Depending on the programme and the property’s needs, the information can be presented in a summary or report format with an overview of the condition of each inspected items.
Room Inspection Report/Checklist
Date:20/12/04
Room boy: James Bond Floor : 7
Dep #s : 701,702, 705. Vac #s :703, 706, 707.
Occ #s : 704. VIP #s: 706
Room no: Status Extra item provided Electrical Carpentry Plumbing Polishing Carpet Cleaning
707 V A.C. not working •
704 O Extra bed •
701 Dep •
___________ Signature of Supervisor
Discrepancy Report: (made by front office)
Discrepancy Report
Date:13/12/2009 Time:15:45
Room no. Status as per Front Office Status as per Housekeeping Action taken
101 O O,SB Informed D.M(duty manager) and security
102 C/O VNR -
Guest Room Inspection:
A supervisor has to check all the rooms on his/her floor, including all vacant room, departure room, expected arrival, VIP arrival, group arrival, blocked rooms and under repair rooms both out of service and out of order. After the end of the shift the floor supervisor has to take hand over from the GRA and make the entry in the floor register. The supervisor has to make the entry of all the DND, R/S, L/S on the floor.
The supervisor has to take the handover of lost and found from the GRA for the day. Before coming to the department the supervisor has to check the floor pantry, guest elevator, and service elevator, back-area of the floor, all fire exit and corridor. The supervisor has to check the floor pantry and has to take the count of all the items in the pantry like all loan item (iron board, hot water bag, water flask, weighing machine, etc) and make an entry in the floor register. After that the supervisor has to fill the log book kept in the department. The supervisor has to make an entry of all the rooms checked by him for the day. The supervisor has to fill the key register, hand over register. The supervisor has to hand-over the lost and found and keys to the desk attendant/supervisor before leaving for the day.
While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:
• Technical / mechanical complaints: these are various complaints which include maintenance related problems eg AC not working, the job of the supervisor is not only to pass on these complaints but also to get them attended as early as possible.
• Service related complaints: they are complaints related to inefficient working or cleanliness standards of the GRA. She briefs the GRA accordingly and attends to the complaint as soon as possible.
• Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,
• Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.
• Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.
There are generally 3 shifts in HK dept.:
• Morning Shift(7am-4 am):In the morning shift, the major cleaning of all guest rooms is done and general cleaning of public areas.
• Afternoon Shift(1pm-10pm)/(3pm-12am):Turn down service is given to guest rooms, second service if required, departure room clearance is done by the second shift and public area functional areas are checked.
• Night Shift (10pm-7am):Thorough cleaning of public areas is carried out.
THE ROLE OF THE FLOOR SUPERVISOR
The floor supervisors have an overall responsibility for the floors allotted to them. They are responsible not only for maintaining hygiene and cleanliness but also responsible for work force like GRA and houseman for their work and overall behavior. While working they also deal with guest complaints and requests demonstrating the following qualities:
1. Patience
2. Diplomacy
3. Presence of mind
4. Eye for details
5. Honesty
They should be prompt enough to attend to these in such a way that there is quick and effective solution. At the same time they carry out the task of training their subordinates in various standards of work. Also they train and brief the GRAs and houseman about use of various equipments and cleaning agents, safety and security, inculcate qualities like punctuality, etiquettes and manners while dealing with the guest. It is a job of middle management personnel. They report to their senior authority i.e. assistant housekeeper floor, deputy housekeeper.
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors.
The staff enters the hotel premises through the time office in order to punch in their time cards. Each floor supervisor then collects the room status information sent by the front office to the house keeping. It states the early morning expected arrivals and departures of the day, group check ins/ check outs of the day, VIP inhouse guests. Any special request for extra bed, baby cots etc should be noted. Any supplies due to be returned from the check out rooms that day should be noted. The floor supervisor also finds out about the GRA working under her, goes through the duty roster. She checks the logbook for various messages regarding her floor. At the end she signs the key register, proceeds to the floor taking the necessary floor keys.
On the floor, the floor supervisor also helps to keep a check on the movement of the staff working under her. She checks the uniform of the room attendants, briefs them on the special cleaning tasks of the day and gives them the complementaries and supplies required for the guestroom. It is noted in the housekeeper day book or staff placement register. The book serves as an attendance register and is kept with the desk supervisor to help him/her to page the staff if required for any reason. Depending on the allocation of the section, pass keys(section/floor master keys) are collected and signed in the register. The room assignment sheet is given to the room attendant who is expected to fill while cleaning the room. The floor supervisor then records the first room occupancy at about 8:30 am. This also gives her an opportunity to check the corridors, elevator areas, fire exits and service area. It is also simultaneously recorded in the floor register.The physical occupancy report is submitted to the desk housekeeper who in turn prepares room status reports and passes the same to the front office for the necessary action.
While taking the occupancy , the floor supervisor checks the rooms taking the physical check of each room on a floor.She checks the occupied room for the number of guest present in the room.If the supervisor does not see any guest then the number of beds being used, clothes of the guest, sizes of shoes, number of toothbrushes are taken as indicators to decide number of guest present in the room. Additional information like sleep outs ,scanty baggage, guests who have packed their bags and relevant room number which does not feature in the expected departure list is also highlighted so that the front office can check with the guest if he is planning to cut down stay. A discrepancy report is made by the front office staff and is handed over to the senor authorities for execution of necessary action. The floor supervisor in big hotels has to check the room at least once every day. This report is made thrice a day, one in the morning at 8:30am,12:pm and one in the afternoon before 4:00pm.The room occupancy report is made in triplicate, one copy is given to the front office cashier, second copy to the reception and the third copy is retained with the housekeeping for their reference. The room occupancy report is then cross checked and compared with the front office department and the discrepancy report is made by the front office. The duty manager is informed accordingly for the necessary action.
Computerized status system: the problem in reporting housekeeping status to the front office can be eliminated when the computer system is directly connected to guestroom telephone with such a network that a floor supervisor can inspect guestrooms. Determine their readiness for sale and then enter a designated code on the room telephone to change the room status in the hotel’s computer system. This procedure can reduce not only number of guest forced to wait for the room assignment but also decreases the length of their wait.
FORMAT OF ROOM OCCUPANCY/STATUS REPORT
Room Occupancy Report
1st Floor 2nd Floor
Room no. Code/Status No. of guests Room no. Code/Status No. of guests
101 Dep. - 201 DL -
102 V - 202 O,SB 2
103 O 2+1 203 O,SO
_____________Signature of the desk housekeeper
The desired results of an established cleaning system are best achieved only when a guest room inspection is done. This serves the purpose of rectifying any problems that may have been previously overlooked during cleaning, before the guest notices. Room inspection not only helps to identify ordinary problems with cleaning but also helps to identify areas requiring special cleaning or maintenance.
An Inspection programme can be done in various forms. In some properties especially in smaller properties, occupied rooms are spot checked while the departure rooms are definitely checked daily.
Each floor supervisor is usually responsible for a certain number of rooms (45-60) and must be aware of the current status of each room that is assigned to her/him. The room is checked to ensure :
• Correct standard of cleanliness has been maintained.
• For any technical repairs(if any)
• Correct room complementaries and adequate guest supplies have been provided.
A room inspection report or a check list should be completed by the floor supervisor who notes down the condition and proper operations of various fixtures of the room. It is also simultaneously recorded in the floor register so that a continuous record is maintained. An inspection programme is not effective if no follow up is given to an identified problem. Depending on the hotel procedures the floor supervisor is responsible for filling out work orders or maintenance request that are needed. The work order or job order is made in triplicate. Two copies (the original and the duplicate) are given to the maintenance engineer. The third remaining copy remains with the housekeeping department. The maintenance engineer hands over both the copies to the concerned technician who is required to attend to the complaint. The technician goes to the respective floor and asks the floor supervisor or GRA to open the concerned room. He then attends to the complaint and signs on both the work orders, writes the time and date against work completed. He takes acknowledgement from the floor supervisor. He hands over the original copy to the housekeeping department and the duplicate copy to the maintenance department. The copy given to the floor supervisor is then given to the desk housekeeper who files it in the work order files. At the end of the day a report is made by the desk housekeeper about complaints attended to in the day, that are to be followed up the next day, major maintenance complaints that can be attended to only by taking the rooms on O-O-O status. Thus the original copy is retained by the maintenance department for its future reference.
Inspection Programme Technology: (Guest Room Inspection)
A barcode is a group of printed bars, spaces and numerals that appear on the packaging of every retail item. These codes are to be scanned and read into a computer system. Each guest room is identified with a barcode tag. The tag is placed in a secret spot such as behind the door frame. The floor supervisor is given a barcode scanner and a set of carde that will feature condition of each item that needs to be inspected, attended or repaired. On entering the room, the supervisor scans the barcode tag this will now record the room number, time and date in the scanner. The condition of each inspected item is noted by scanning the proper barcode. Depending on the programme and the property’s needs, the information can be presented in a summary or report format with an overview of the condition of each inspected items.
Room Inspection Report/Checklist
Date:20/12/04
Room boy: James Bond Floor : 7
Dep #s : 701,702, 705. Vac #s :703, 706, 707.
Occ #s : 704. VIP #s: 706
Room no: Status Extra item provided Electrical Carpentry Plumbing Polishing Carpet Cleaning
707 V A.C. not working •
704 O Extra bed •
701 Dep •
___________ Signature of Supervisor
Discrepancy Report: (made by front office)
Discrepancy Report
Date:13/12/2009 Time:15:45
Room no. Status as per Front Office Status as per Housekeeping Action taken
101 O O,SB Informed D.M(duty manager) and security
102 C/O VNR -
Guest Room Inspection:
A supervisor has to check all the rooms on his/her floor, including all vacant room, departure room, expected arrival, VIP arrival, group arrival, blocked rooms and under repair rooms both out of service and out of order. After the end of the shift the floor supervisor has to take hand over from the GRA and make the entry in the floor register. The supervisor has to make the entry of all the DND, R/S, L/S on the floor.
The supervisor has to take the handover of lost and found from the GRA for the day. Before coming to the department the supervisor has to check the floor pantry, guest elevator, and service elevator, back-area of the floor, all fire exit and corridor. The supervisor has to check the floor pantry and has to take the count of all the items in the pantry like all loan item (iron board, hot water bag, water flask, weighing machine, etc) and make an entry in the floor register. After that the supervisor has to fill the log book kept in the department. The supervisor has to make an entry of all the rooms checked by him for the day. The supervisor has to fill the key register, hand over register. The supervisor has to hand-over the lost and found and keys to the desk attendant/supervisor before leaving for the day.
While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:
• Technical / mechanical complaints: these are various complaints which include maintenance related problems eg AC not working, the job of the supervisor is not only to pass on these complaints but also to get them attended as early as possible.
• Service related complaints: they are complaints related to inefficient working or cleanliness standards of the GRA. She briefs the GRA accordingly and attends to the complaint as soon as possible.
• Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,
• Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.
• Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.
hk - management&planning, guest room inspections, environment awareness in hotel industry, daily routine of hk dept, communication system in hk, work order.
House-Keeping Management and Planning
Example of productive standard worksheet:
Total Shift Time = 9 hrs X 60 mins = 540 mins.
Beginning of Morning Shift = 20 mins
Tea Break = 10 mins
Lunch = 30 mins
Evening Tea Break = 10 mins
End of Morning Shift = 20 mins
(handover)
Therefore., the room attendant is there for 450 mins in guest room (540-90).Therefore, mins & each room takes 30 mins to clean. Therefore, the attendant can clean 15 rooms in 450 mins.
(Turndown service) + Cleaning = (7-8 mins actually,10 mins/room)
450/10 =45 rooms/employee
Each employees cleans 45 rooms
5 mins – bed
10-15 mins – rack & carpet
10 mins – bathroom
Planning is probably the Executive Housekeepers most important management function. Without proper planning each day may present one prices after other. Since the Housekeeping is responsible for cleaning & maintaining so many different areas of the hotel. Planning should be undertaken in a systematic manner in order to obtain set objectives. Certain documents are essential & they are:
#Area Inventory List (AIL) : Planning the work of the Housekeeping Department begins with creating an inventory list of all items within each area that will need Housekeeping attention . Since most properties offered several different types of guestrooms, separate inventory list may be needed for guest room type . When preparing the guestroom ‘AIL’, it is a good idea to follow the same system that room attendant will use as their sequence of cleaning task & that supervisor will use in the course of their inspection.
Eg. Area within a guestroom may appear on an inventory list as they are found from right to left & from top to bottom around the room.
#Frequency Schedule : It indicates how often items on inventory list are to be cleaned. Items that must be cleaned on a daily or weekly basis become a part of a routine cleaning cycle and are incorporated into standard work procedures. Other items which must be cleaned, monthly or less frequently are inspected on a daily basis but they become part of a spring cleaning programme & are scheduled special cleaning projects.
#Performance Standard : They are required levels of performance that establish the quality of work that must be done according to the expectations of the property. The key to consistency in service is the performance standards which the Executive Housekeeper develops, daily inspections & periodic performance. Evaluation should follow up with specific on the job coaching & re-training. This ensures that all employees are consistently performing their tasks in the most efficient & effective manner.
# Productivity standards : (Refer previous example) It determines the quality of work to be done by department employees. Productivity standards must be determined in order to staff the department within the limitation with the hotel operating budget plans. Housekeeping Managers must know how long it should take a room attendant to perform the major cleaning tasks identified on the cleaning frequency schedules such as guestroom cleaning. Once this information is known, productivity standards can be developed, performance & productivity standard should be carefully balanced. If the quality expectation are set too high, the quantity of work that could be done may be low.
#Recycled & non recycled inventories: The Executive Housekeeper is responsible for 2 types of inventories. 1) Recycled inventory : It includes linen equipments & some guest supplies like extra bed, iron ,etc. The no. of recycled items that must be on hand to ensure smooth operations is expressed as a ‘PAR’. It refers to the standard number of items that must be on hand to support daily routine housekeeping operations eg. One par of linen is the total number of items needed to outfit all the hotel guestrooms once. Most sister hotels would on a ‘four-par’ of guest rooms linen (guestroom, floor pantry, laundry & linen). 2) Non-recycled inventory : They include cleaning supplies, guestroom supplies, guest-amenities like toothbrush, hair-conditioner,etc. They are used up during routine activities of the housekeeping department. A purchasing ordering for non recycled inventory items established a ‘par’ no. based on 2 figures i.e Maximum & minimum quantities.Tge minimum quantity is the least amount at which reordering is done taking into consideration the lead time (it is time taken by the supplier to convey goods from the time the order is placed).The maximum quantity is the amount ordered.
Guest room Inspectitions
Guest room inspection.
1. Bedroom:
i. Procedure.
Check guest room entrance door.
Note any scratch marks, sumdy or dirt/dust on surface.
Check for ‘DO NOT DISTURB’ sign on inside knob of the door.
Check proper operation of locks, chains and door stops.
ii. Check condition and cleanliness of light switches and surrounding wall area.
iii. Scan ceiling, walls, woodwork for any damage, dirt/dust.
iv. Check curtains for stains, check that hooks are in place and the rods work correctly.
v. Check window sills window for cleanliness, make sure windows are locked and that locks work properly.
vi. Make sure heating and air-conditioning unit is free from dirt and dust, operates correctly and the temperature is set according to property standards.
vii. Make sure telephone is clean and works properly.
viii. Check the bed
Make sure that the bed has fresh lineu.
Check condition of the bed spread and check the edges of the bed.
Look under the bed for trash or guest item.
Check head board for the dust.
ix. Check room furniture for scratches damage and dust check upholstery for stains.
x. Check lamps for starches and dust. Make sure light bulbs are of proper voltage.
xi. Turn –on television set to check for proper operation, turn-off and check for scratches , damage and dust.
xii. Check carpets and bade oafs or skirting boards for dirt, stain and dust.
xiii. Check that wardrobes are clean and have the proper anonym of hangers.
xiv. Check pictures and mirrors for dust,
xv. Check that bedroom amenities such as stationary and match-boxes are properly stacked.
xvi. Make a final check around the room to make sure that all items are well positioned and that all areas ceiling to the floor are cleaned and well maintained.
xvii. Complete a work order request and/or notifying the appropriated department for any item needing attention or repair.
BATHROOM
Procedure
i. Check bathroom door for scratches, marks or dust in the surface
ii. Check condition and cleanliness of light switches and surrounding wall area.
iii. Scan ceiling, walls and tiles for any damage, dirt and dust.
iv. Check shower area check tub and fixtures for watermarks, soap films and hair.
v. Check fixtures for correct position and operation.
Make sure bath not is in place.
vi. Inspect vanity and sink area
Check sink and counter area for watermarks, soap film and hair.
Check mirror for spots.
vii. Check toilet for cleanliness, flush to check for proper operation.
viii. Check floor and base board for dirt and dust.
ix. Make sure that towels are neat and cleanly arranged on towels racks.
x. Check toilet and facial issue and supply.
xi. Check that bathroom amenities such as soap, shampoo and mouth wash are properly stacked.
xii. Make a final check of bathroom to make sure all items are well positioned and that all areas from ceiling to floor are clean
xiii. Complete the work order request and/or notify the appropriate dept. for any item needing attention or repair.
ENVIRONMENT AWARENESS IN THE HOPITALITY INDUSTRY
The IHEI (International hotel Environmental Initiative) was founded in 1992 by 10 multinational hotel groups. The main objective was to :-
1. Raise environmental awareness in the hotel industry
2. Development of hotels specific to environmental information enabling hotels of all sizes to implement environmental programs
3. Promote the hotel sector to position itself as a leader in sustainable development within the tourism industry.
The 3 major basic principles of environmental conservation are –
1. Reduce: use less resource – leads to immediate cost savings.
2. Reuse: eg – laundry bags, washable napkins, rechargeable batteries
3. Recycle: eg – papers, bottles etc.
Following eco-friendly products can be used in hotels –
• Civil Work:
1. QED wall panels(Quite Easily Done) – It is used for internal partitions. Material is 4 inches thick per block and is made from fertilizer waste – terulite and vermin proof and is fire resistant.
2. Siporex – Used for external walls. It is completely inorganic, totally incombustible and offers twice the fire protection of concrete. As strong as R.C.C. but 1/4th its weight. Saves 30-40% cement and 35-50% steel compared to ordinary R.C.C.
3. Key Stone Kool Desk – Used around the swimming pool – a concrete desk surfacing material which lowers surface temperature and is completely non – skid.
• Plumbing:
1. Aerators/Flow Restrictors: Used in all taps and showers which will reduce water usage by restricting water flow
2. Sewage treatment plant: The waste water is treated and recycled for use in air-conditioning and gardening purposes.
3. Stockosorb Super Absorbent Polymer: Used for landscaping and gardening purposes. Specifically designed to improve the capability of soil to hold water and plant nutrient. It reduces the amount, frequency of watering required – it is non-toxic, environmentally safe and does not contaminate plants, soil and groundwater.
4. The Geberit Concealed Cistern for W.C.: it has a unique water-saving system which uses 6 lit of waters per flush(the conventional flush uses approx 15-20 lit of water).
5. Geberit Urinal Flush Valve: it ensures a definite flushing after every use as it is activated by infra-red sensor(the time set flushing system works irrespective of usage or not leading to water wastage)
Green Guest Rooms
1. Rubber wood: Processed and upgraded recycled wood – used for furniture and window frames
2. Nuwud MDF(Medium Density Fibrewood): Used for interior made from recycled waste wood.
3. Hangers: made from pressed particle board.
4. Eco-Directory: placed in a guest room, making the guest aware of the hotel’s environment awareness programs, it is energy saving program and how the guest can preserve the environment. Eco-tips and eco facts are also provided.
5. Hotel uses herbal products for guest amenities and soaps, shampoos, moisturizers etc.
6. Cloth laundry bags are used and newspapers are delivered in cane baskets
7. A Control Panel – known as green button is installed on the bedside table. The thermostat of the AC unit is stepped up by 20% saving in electricity. This is translated in rupee terms and displayed on the guest folio and profile
8. Eco Harvest: Basket containing of herbal pillow placed under the pillow to give sound sleep. Two aromatic oils and a bunch of neem sticks and 5 herbs.
9. Pen/Pencil: Eco-pens are made using recycled cardboard, reprocessed plastic and scrap wood.
10. Stationery: made from hand-made paper or recycled paper.
11. Eco-friendly slippers used in guest-rooms made from natural materials like jute.
12. Recycled Bin: placed in guest rooms with a sticker for guest use.
13. Guest Bathrooms: Glasses are placed upside-down – avoiding the use of plastic wrappers. Guests are requested in occupied rooms to reuse the towels. Soap dispensers are used near wash basins. The toilets have an option of water spray or toilet paper mae from recycled fibre upto 69%.
14. Photo Electric Controls for Lighting: These are sensitive to natural daylight and suitable for entrance light and corridor light as soon as daylight is adequate.
15. Heat pumps: the heat generated from AC can be used to heat the water used in kitchen and laundry.
16. Paints: the paints for the exterior of the hotel is water based paint with negligible V.O.C (volatile organic compound) contant of only 0.125% and the paint used for interiors has zero VOC content. If the VOC content of the paint is high it emits fumes which are harmful to the environment.
17. Cut flowers v/s potted flowers: rooms should have natural plants, with use of cut flowers to a minimum for few flower arrangement put in public area only.
DAILY ROUTINE OF HOUSEKEEPING DEPARTMENT AND ROLE OF THE FLOOR SUPERVISOR
There are generally 3 shifts in HK dept.:
1) Morning Shift(7am-4 am):In the morning shift, the major cleaning of all guest rooms is done and general cleaning of public areas.
2) Afternoon Shift(1pm-10pm)/(3pm-12am):Turn down service is given to guest rooms, second service if required, departure room clearance is done by the second shift and public area functional areas are checked.
3) Night Shift (10pm-7am):Thorough cleaning of public areas is carried out.
THE ROLE OF THE FLOOR SUPERVISOR
The floor supervisors have an overall responsibility for the floors allotted to them. They are responsible not only for maintaining hygiene and cleanliness but also responsible for work force like GRA and houseman for their work and overall behavior. While working they also deal with guest complaints and requests demonstrating the following qualities:
1. Patience
2. Diplomacy
3. Presence of mind
4. Eye for details
5. Honesty
They should be prompt enough to attend to these in such a way that there is quick and effective solution. At the same time they carry out the task of training their subordinates in various standards of work. Also they train and brief the GRAs and houseman about use of various equipments and cleaning agents, safety and security, inculcate qualities like punctuality, etiquettes and manners while dealing with the guest. It is a job of middle management personnel. They report to their senior authority i.e. assistant housekeeper floor, deputy housekeeper.
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors.
The staff enters the hotel premises through the time office in order to punch in their time cards. Each floor supervisor then collects the room status information sent by the front office to the house keeping. It states the early morning expected arrivals and departures of the day, group check ins/ check outs of the day, VIP inhouse guests. Any special request for extra bed, baby cots etc should be noted. Any supplies due to be returned from the check out rooms that day should be noted. The floor supervisor also finds out about the GRA working under her, goes through the duty roster. She checks the logbook for various messages regarding her floor. At the end she signs the key register, proceeds to the floor taking the necessary floor keys.
On the floor, the floor supervisor also helps to keep a check on the movement of the staff working under her. She checks the uniform of the room attendants, briefs them on the special cleaning tasks of the day and gives them the complementaries and supplies required for the guestroom. It is noted in the housekeeper day book or staff placement register. The book serves as an attendance register and is kept with the desk supervisor to help him/her to page the staff if required for any reason. Depending on the allocation of the section, pass keys(section/floor master keys) are collected and signed in the register. The room assignment sheet is given to the room attendant who is expected to fill while cleaning the room. The floor supervisor then records the first room occupancy at about 8:30 am. This also gives her an opportunity to check the corridors, elevator areas, fire exits and service area. It is also simultaneously recorded in the floor register.The physical occupancy report is submitted to the desk housekeeper who in turn prepares room status reports and passes the same to the front office for the necessary action.
While taking the occupancy , the floor supervisor checks the rooms taking the physical check of each room on a floor.She checks the occupied room for the number of guest present in the room.If the supervisor does not see any guest then the number of beds being used, clothes of the guest, sizes of shoes, number of toothbrushes are taken as indicators to decide number of guest present in the room. Additional information like sleep outs ,scanty baggage, guests who have packed their bags and relevant room number which does not feature in the expected departure list is also highlighted so that the front office can check with the guest if he is planning to cut down stay. A discrepancy report is made by the front office staff and is handed over to the senor authorities for execution of necessary action. The floor supervisor in big hotels has to check the room at least once every day. This report is made thrice a day, one in the morning at 8:30am,12:pm and one in the afternoon before 4:00pm.The room occupancy report is made in triplicate, one copy is given to the front office cashier, second copy to the reception and the third copy is retained with the housekeeping for their reference. The room occupancy report is then cross checked and compared with the front office department and the discrepancy report is made by the front office. The duty manager is informed accordingly for the necessary action.
Computerized status system: the problem in reporting housekeeping status to the front office can be eliminated when the computer system is directly connected to guestroom telephone with such a network that a floor supervisor can inspect guestrooms. Determine their readiness for sale and then enter a designated code on the room telephone to change the room status in the hotel’s computer system. This procedure can reduce not only number of guest forced to wait for the room assignment but also decreases the length of their wait.
FORMAT OF ROOM OCCUPANCY/STATUS REPORT
Room Occupancy Report
1st Floor
2nd Floor
Room no.
Code/Status
No. of guests
Room no.
Code/Status
No. of guests
101
Dep.
-
201
DL
-
102
V
-
202
O,SB
2
103
O
2+1
203
O,SO
_____________Signature of the desk housekeeper
The desired results of an established cleaning system are best achieved only when a guest room inspection is done. This serves the purpose of rectifying any problems that may have been previously overlooked during cleaning, before the guest notices. Room inspection not only helps to identify ordinary problems with cleaning but also helps to identify areas requiring special cleaning or maintenance.
An Inspection programme can be done in various forms. In some properties especially in smaller properties, occupied rooms are spot checked while the departure rooms are definitely checked daily.
Each floor supervisor is usually responsible for a certain number of rooms (45-60) and must be aware of the current status of each room that is assigned to her/him. The room is checked to ensure :
1) Correct standard of cleanliness has been maintained.
2) For any technical repairs(if any)
3) Correct room complementaries and adequate guest supplies have been provided.
A room inspection report or a check list should be completed by the floor supervisor who notes down the condition and proper operations of various fixtures of the room. It is also simultaneously recorded in the floor register so that a continuous record is maintained. An inspection programme is not effective if no follow up is given to an identified problem. Depending on the hotel procedures the floor supervisor is responsible for filling out work orders or maintenance request that are needed. The work order or job order is made in triplicate. Two copies (the original and the duplicate) are given to the maintenance engineer. The third remaining copy remains with the housekeeping department. The maintenance engineer hands over both the copies to the concerned technician who is required to attend to the complaint. The technician goes to the respective floor and asks the floor supervisor or GRA to open the concerned room. He then attends to the complaint and signs on both the work orders, writes the time and date against work completed. He takes acknowledgement from the floor supervisor. He hands over the original copy to the housekeeping department and the duplicate copy to the maintenance department. The copy given to the floor supervisor is then given to the desk housekeeper who files it in the work order files. At the end of the day a report is made by the desk housekeeper about complaints attended to in the day, that are to be followed up the next day, major maintenance complaints that can be attended to only by taking the rooms on O-O-O status. Thus the original copy is retained by the maintenance department for its future reference.
Inspection Programme Technology: (Guest Room Inspection)
A barcode is a group of printed bars, spaces and numerals that appear on the packaging of every retail item. These codes are to be scanned and read into a computer system. Each guest room is identified with a barcode tag. The tag is placed in a secret spot such as behind the door frame. The floor supervisor is given a barcode scanner and a set of carde that will feature condition of each item that needs to be inspected, attended or repaired. On entering the room, the supervisor scans the barcode tag this will now record the room number, time and date in the scanner. The condition of each inspected item is noted by scanning the proper barcode. Depending on the programme and the property’s needs, the information can be presented in a summary or report format with an overview of the condition of each inspected items.
Room Inspection Report/Checklist
Date:20/12/04
Room boy: James Bond Floor : 7
Dep #s : 701,702, 705.
Vac #s :703, 706, 707.
Occ #s : 704.
VIP #s: 706
Room no:
Status
Extra item provided
Electrical
Carpentry
Plumbing
Polishing
Carpet Cleaning
707
V
A.C. not working
ü
704
O
Extra bed
ü
701
Dep
ü
___________ Signature of Supervisor
Discrepancy Report: (made by front office)
Discrepancy Report
Date:13/12/2009 Time:15:45
Room no.
Status as per Front Office
Status as per Housekeeping
Action taken
101
O
O,SB
Informed D.M(duty manager) and security
102
C/O
VNR
-
Guest Room Inspection:
A supervisor has to check all the rooms on his/her floor, including all vacant room, departure room, expected arrival, VIP arrival, group arrival, blocked rooms and under repair rooms both out of service and out of order. After the end of the shift the floor supervisor has to take hand over from the GRA and make the entry in the floor register. The supervisor has to make the entry of all the DND, R/S, L/S on the floor.
The supervisor has to take the handover of lost and found from the GRA for the day. Before coming to the department the supervisor has to check the floor pantry, guest elevator, and service elevator, back-area of the floor, all fire exit and corridor. The supervisor has to check the floor pantry and has to take the count of all the items in the pantry like all loan item (iron board, hot water bag, water flask, weighing machine, etc) and make an entry in the floor register. After that the supervisor has to fill the log book kept in the department. The supervisor has to make an entry of all the rooms checked by him for the day. The supervisor has to fill the key register, hand over register. The supervisor has to hand-over the lost and found and keys to the desk attendant/supervisor before leaving for the day.
While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:
1) Technical / mechanical complaints: these are various complaints which include maintenance related problems eg AC not working, the job of the supervisor is not only to pass on these complaints but also to get them attended as early as possible.
2) Service related complaints: they are complaints related to inefficient working or cleanliness standards of the GRA. She briefs the GRA accordingly and attends to the complaint as soon as possible.
3) Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,
4) Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.
5) Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.
Communication System Used In Housekeeping Department
1. Telephone: Most common mode of communication in the hotel.
Advantages:
a) Quick contacts
b) Tow-way communication but can not be used for formal communication as there is no proof of what what has been said.
c) No extra labour.
Disadvanages: Distributing to the guest when used on guest floors or public area.
2. Written Memo:
Advantages: Used for formal communication as a proof is available of the document sent.
Disadvantages:
a) Time consuming as it may have to go through several channels before it reaches the concerned person.
b) One-way communication hence no clarification is possible.
c) Space required for stoppage of documents.
3. Pagers: Each pager has a particular number which is activated either by the telephone operator or the main office of the concerned person . When activated, it makes the sound ,the person inactivates the sound & contact the telephone number displayed on the screen.
4. Electronic room status indicator: There are two terminals, one at reception and other at the house-keeping. It works on a system of lights ; against each room number. There are three lights which signifies -
a) Green light – vacant room.
b) Red light – departure room.
c) white light – occupied room.
The reception can change the lights according to the occupancy of the rooms.
For the house-keeping office, number of lights can be changed. One can only view the status of the rooms at a glance. After the departure room has been cleaned,the room attendant inserts the sub-section is an master key into a key provided ,this changes the red light to a flashing light which is an indication that the floor supervisor has to check the room and then clear it to the reception.
5.Computer system: A terminal can be installed in the house - keeping office which is linked to a terminal like reception and the main computer in the control room. The reception can change from vacant to occupied. Front office cashier can change the status of rooms from occupied to departure and the house-keeping can change from departure to vacant.If the hotel has POS(point of sale). The individual outlets would be able to update the guest folios whenever they avail of credit facilities from their outlets. Any correction of billing would have to be made by front office cashier only.
Additional notes on work order
The floor supervisor informs the desk h/k about the maintenance jobs to be attended to which the desk h/k writes in the maintenance register and makes a work order in triplicate. The original copy is kept in the maintenance file with the desk house keeper and the other two go to the maintenance department. The maintenance engg, gives both these copies to the technician who is required to attend to this complaint. The technician proceeds to the respective floor and informs the GRA and opens the room & both the copies of work order are signed. After the work is done, the technician fills up the date and time against the work completed. One of these copies is given to the GRA/supervisor which is filed into maintenance report file. The other copy goes to the maintenance dept. for reference.
AT YOUR SERVICE DESK:
Nowadays, there is a new trend of At Your Service Desk(AYS) which caters to various guest requests and complaints e.g. second service, AC not working, movie tickets, etc.
Note Imp. Points:
Room occupancy report is prepared by floor supervisor whereas Room Status report is prepared by Desk housekeeper
Refer to notes for all Forms and Formats
Front of the house functional areas of hotel: Are areas in which the employees have extensive guest contact like FnB facilities and the front office
Back of the house functional areas of hotel in which employees have little or no guest contact such as engg. and maintenanence dept., laundry and so on.
Example of productive standard worksheet:
Total Shift Time = 9 hrs X 60 mins = 540 mins.
Beginning of Morning Shift = 20 mins
Tea Break = 10 mins
Lunch = 30 mins
Evening Tea Break = 10 mins
End of Morning Shift = 20 mins
(handover)
Therefore., the room attendant is there for 450 mins in guest room (540-90).Therefore, mins & each room takes 30 mins to clean. Therefore, the attendant can clean 15 rooms in 450 mins.
(Turndown service) + Cleaning = (7-8 mins actually,10 mins/room)
450/10 =45 rooms/employee
Each employees cleans 45 rooms
5 mins – bed
10-15 mins – rack & carpet
10 mins – bathroom
Planning is probably the Executive Housekeepers most important management function. Without proper planning each day may present one prices after other. Since the Housekeeping is responsible for cleaning & maintaining so many different areas of the hotel. Planning should be undertaken in a systematic manner in order to obtain set objectives. Certain documents are essential & they are:
#Area Inventory List (AIL) : Planning the work of the Housekeeping Department begins with creating an inventory list of all items within each area that will need Housekeeping attention . Since most properties offered several different types of guestrooms, separate inventory list may be needed for guest room type . When preparing the guestroom ‘AIL’, it is a good idea to follow the same system that room attendant will use as their sequence of cleaning task & that supervisor will use in the course of their inspection.
Eg. Area within a guestroom may appear on an inventory list as they are found from right to left & from top to bottom around the room.
#Frequency Schedule : It indicates how often items on inventory list are to be cleaned. Items that must be cleaned on a daily or weekly basis become a part of a routine cleaning cycle and are incorporated into standard work procedures. Other items which must be cleaned, monthly or less frequently are inspected on a daily basis but they become part of a spring cleaning programme & are scheduled special cleaning projects.
#Performance Standard : They are required levels of performance that establish the quality of work that must be done according to the expectations of the property. The key to consistency in service is the performance standards which the Executive Housekeeper develops, daily inspections & periodic performance. Evaluation should follow up with specific on the job coaching & re-training. This ensures that all employees are consistently performing their tasks in the most efficient & effective manner.
# Productivity standards : (Refer previous example) It determines the quality of work to be done by department employees. Productivity standards must be determined in order to staff the department within the limitation with the hotel operating budget plans. Housekeeping Managers must know how long it should take a room attendant to perform the major cleaning tasks identified on the cleaning frequency schedules such as guestroom cleaning. Once this information is known, productivity standards can be developed, performance & productivity standard should be carefully balanced. If the quality expectation are set too high, the quantity of work that could be done may be low.
#Recycled & non recycled inventories: The Executive Housekeeper is responsible for 2 types of inventories. 1) Recycled inventory : It includes linen equipments & some guest supplies like extra bed, iron ,etc. The no. of recycled items that must be on hand to ensure smooth operations is expressed as a ‘PAR’. It refers to the standard number of items that must be on hand to support daily routine housekeeping operations eg. One par of linen is the total number of items needed to outfit all the hotel guestrooms once. Most sister hotels would on a ‘four-par’ of guest rooms linen (guestroom, floor pantry, laundry & linen). 2) Non-recycled inventory : They include cleaning supplies, guestroom supplies, guest-amenities like toothbrush, hair-conditioner,etc. They are used up during routine activities of the housekeeping department. A purchasing ordering for non recycled inventory items established a ‘par’ no. based on 2 figures i.e Maximum & minimum quantities.Tge minimum quantity is the least amount at which reordering is done taking into consideration the lead time (it is time taken by the supplier to convey goods from the time the order is placed).The maximum quantity is the amount ordered.
Guest room Inspectitions
Guest room inspection.
1. Bedroom:
i. Procedure.
Check guest room entrance door.
Note any scratch marks, sumdy or dirt/dust on surface.
Check for ‘DO NOT DISTURB’ sign on inside knob of the door.
Check proper operation of locks, chains and door stops.
ii. Check condition and cleanliness of light switches and surrounding wall area.
iii. Scan ceiling, walls, woodwork for any damage, dirt/dust.
iv. Check curtains for stains, check that hooks are in place and the rods work correctly.
v. Check window sills window for cleanliness, make sure windows are locked and that locks work properly.
vi. Make sure heating and air-conditioning unit is free from dirt and dust, operates correctly and the temperature is set according to property standards.
vii. Make sure telephone is clean and works properly.
viii. Check the bed
Make sure that the bed has fresh lineu.
Check condition of the bed spread and check the edges of the bed.
Look under the bed for trash or guest item.
Check head board for the dust.
ix. Check room furniture for scratches damage and dust check upholstery for stains.
x. Check lamps for starches and dust. Make sure light bulbs are of proper voltage.
xi. Turn –on television set to check for proper operation, turn-off and check for scratches , damage and dust.
xii. Check carpets and bade oafs or skirting boards for dirt, stain and dust.
xiii. Check that wardrobes are clean and have the proper anonym of hangers.
xiv. Check pictures and mirrors for dust,
xv. Check that bedroom amenities such as stationary and match-boxes are properly stacked.
xvi. Make a final check around the room to make sure that all items are well positioned and that all areas ceiling to the floor are cleaned and well maintained.
xvii. Complete a work order request and/or notifying the appropriated department for any item needing attention or repair.
BATHROOM
Procedure
i. Check bathroom door for scratches, marks or dust in the surface
ii. Check condition and cleanliness of light switches and surrounding wall area.
iii. Scan ceiling, walls and tiles for any damage, dirt and dust.
iv. Check shower area check tub and fixtures for watermarks, soap films and hair.
v. Check fixtures for correct position and operation.
Make sure bath not is in place.
vi. Inspect vanity and sink area
Check sink and counter area for watermarks, soap film and hair.
Check mirror for spots.
vii. Check toilet for cleanliness, flush to check for proper operation.
viii. Check floor and base board for dirt and dust.
ix. Make sure that towels are neat and cleanly arranged on towels racks.
x. Check toilet and facial issue and supply.
xi. Check that bathroom amenities such as soap, shampoo and mouth wash are properly stacked.
xii. Make a final check of bathroom to make sure all items are well positioned and that all areas from ceiling to floor are clean
xiii. Complete the work order request and/or notify the appropriate dept. for any item needing attention or repair.
ENVIRONMENT AWARENESS IN THE HOPITALITY INDUSTRY
The IHEI (International hotel Environmental Initiative) was founded in 1992 by 10 multinational hotel groups. The main objective was to :-
1. Raise environmental awareness in the hotel industry
2. Development of hotels specific to environmental information enabling hotels of all sizes to implement environmental programs
3. Promote the hotel sector to position itself as a leader in sustainable development within the tourism industry.
The 3 major basic principles of environmental conservation are –
1. Reduce: use less resource – leads to immediate cost savings.
2. Reuse: eg – laundry bags, washable napkins, rechargeable batteries
3. Recycle: eg – papers, bottles etc.
Following eco-friendly products can be used in hotels –
• Civil Work:
1. QED wall panels(Quite Easily Done) – It is used for internal partitions. Material is 4 inches thick per block and is made from fertilizer waste – terulite and vermin proof and is fire resistant.
2. Siporex – Used for external walls. It is completely inorganic, totally incombustible and offers twice the fire protection of concrete. As strong as R.C.C. but 1/4th its weight. Saves 30-40% cement and 35-50% steel compared to ordinary R.C.C.
3. Key Stone Kool Desk – Used around the swimming pool – a concrete desk surfacing material which lowers surface temperature and is completely non – skid.
• Plumbing:
1. Aerators/Flow Restrictors: Used in all taps and showers which will reduce water usage by restricting water flow
2. Sewage treatment plant: The waste water is treated and recycled for use in air-conditioning and gardening purposes.
3. Stockosorb Super Absorbent Polymer: Used for landscaping and gardening purposes. Specifically designed to improve the capability of soil to hold water and plant nutrient. It reduces the amount, frequency of watering required – it is non-toxic, environmentally safe and does not contaminate plants, soil and groundwater.
4. The Geberit Concealed Cistern for W.C.: it has a unique water-saving system which uses 6 lit of waters per flush(the conventional flush uses approx 15-20 lit of water).
5. Geberit Urinal Flush Valve: it ensures a definite flushing after every use as it is activated by infra-red sensor(the time set flushing system works irrespective of usage or not leading to water wastage)
Green Guest Rooms
1. Rubber wood: Processed and upgraded recycled wood – used for furniture and window frames
2. Nuwud MDF(Medium Density Fibrewood): Used for interior made from recycled waste wood.
3. Hangers: made from pressed particle board.
4. Eco-Directory: placed in a guest room, making the guest aware of the hotel’s environment awareness programs, it is energy saving program and how the guest can preserve the environment. Eco-tips and eco facts are also provided.
5. Hotel uses herbal products for guest amenities and soaps, shampoos, moisturizers etc.
6. Cloth laundry bags are used and newspapers are delivered in cane baskets
7. A Control Panel – known as green button is installed on the bedside table. The thermostat of the AC unit is stepped up by 20% saving in electricity. This is translated in rupee terms and displayed on the guest folio and profile
8. Eco Harvest: Basket containing of herbal pillow placed under the pillow to give sound sleep. Two aromatic oils and a bunch of neem sticks and 5 herbs.
9. Pen/Pencil: Eco-pens are made using recycled cardboard, reprocessed plastic and scrap wood.
10. Stationery: made from hand-made paper or recycled paper.
11. Eco-friendly slippers used in guest-rooms made from natural materials like jute.
12. Recycled Bin: placed in guest rooms with a sticker for guest use.
13. Guest Bathrooms: Glasses are placed upside-down – avoiding the use of plastic wrappers. Guests are requested in occupied rooms to reuse the towels. Soap dispensers are used near wash basins. The toilets have an option of water spray or toilet paper mae from recycled fibre upto 69%.
14. Photo Electric Controls for Lighting: These are sensitive to natural daylight and suitable for entrance light and corridor light as soon as daylight is adequate.
15. Heat pumps: the heat generated from AC can be used to heat the water used in kitchen and laundry.
16. Paints: the paints for the exterior of the hotel is water based paint with negligible V.O.C (volatile organic compound) contant of only 0.125% and the paint used for interiors has zero VOC content. If the VOC content of the paint is high it emits fumes which are harmful to the environment.
17. Cut flowers v/s potted flowers: rooms should have natural plants, with use of cut flowers to a minimum for few flower arrangement put in public area only.
DAILY ROUTINE OF HOUSEKEEPING DEPARTMENT AND ROLE OF THE FLOOR SUPERVISOR
There are generally 3 shifts in HK dept.:
1) Morning Shift(7am-4 am):In the morning shift, the major cleaning of all guest rooms is done and general cleaning of public areas.
2) Afternoon Shift(1pm-10pm)/(3pm-12am):Turn down service is given to guest rooms, second service if required, departure room clearance is done by the second shift and public area functional areas are checked.
3) Night Shift (10pm-7am):Thorough cleaning of public areas is carried out.
THE ROLE OF THE FLOOR SUPERVISOR
The floor supervisors have an overall responsibility for the floors allotted to them. They are responsible not only for maintaining hygiene and cleanliness but also responsible for work force like GRA and houseman for their work and overall behavior. While working they also deal with guest complaints and requests demonstrating the following qualities:
1. Patience
2. Diplomacy
3. Presence of mind
4. Eye for details
5. Honesty
They should be prompt enough to attend to these in such a way that there is quick and effective solution. At the same time they carry out the task of training their subordinates in various standards of work. Also they train and brief the GRAs and houseman about use of various equipments and cleaning agents, safety and security, inculcate qualities like punctuality, etiquettes and manners while dealing with the guest. It is a job of middle management personnel. They report to their senior authority i.e. assistant housekeeper floor, deputy housekeeper.
Each floor supervisor is usually responsible for 50-60 rooms. Thus he/she is responsible for 1 or a maximum of 3 floors.
The staff enters the hotel premises through the time office in order to punch in their time cards. Each floor supervisor then collects the room status information sent by the front office to the house keeping. It states the early morning expected arrivals and departures of the day, group check ins/ check outs of the day, VIP inhouse guests. Any special request for extra bed, baby cots etc should be noted. Any supplies due to be returned from the check out rooms that day should be noted. The floor supervisor also finds out about the GRA working under her, goes through the duty roster. She checks the logbook for various messages regarding her floor. At the end she signs the key register, proceeds to the floor taking the necessary floor keys.
On the floor, the floor supervisor also helps to keep a check on the movement of the staff working under her. She checks the uniform of the room attendants, briefs them on the special cleaning tasks of the day and gives them the complementaries and supplies required for the guestroom. It is noted in the housekeeper day book or staff placement register. The book serves as an attendance register and is kept with the desk supervisor to help him/her to page the staff if required for any reason. Depending on the allocation of the section, pass keys(section/floor master keys) are collected and signed in the register. The room assignment sheet is given to the room attendant who is expected to fill while cleaning the room. The floor supervisor then records the first room occupancy at about 8:30 am. This also gives her an opportunity to check the corridors, elevator areas, fire exits and service area. It is also simultaneously recorded in the floor register.The physical occupancy report is submitted to the desk housekeeper who in turn prepares room status reports and passes the same to the front office for the necessary action.
While taking the occupancy , the floor supervisor checks the rooms taking the physical check of each room on a floor.She checks the occupied room for the number of guest present in the room.If the supervisor does not see any guest then the number of beds being used, clothes of the guest, sizes of shoes, number of toothbrushes are taken as indicators to decide number of guest present in the room. Additional information like sleep outs ,scanty baggage, guests who have packed their bags and relevant room number which does not feature in the expected departure list is also highlighted so that the front office can check with the guest if he is planning to cut down stay. A discrepancy report is made by the front office staff and is handed over to the senor authorities for execution of necessary action. The floor supervisor in big hotels has to check the room at least once every day. This report is made thrice a day, one in the morning at 8:30am,12:pm and one in the afternoon before 4:00pm.The room occupancy report is made in triplicate, one copy is given to the front office cashier, second copy to the reception and the third copy is retained with the housekeeping for their reference. The room occupancy report is then cross checked and compared with the front office department and the discrepancy report is made by the front office. The duty manager is informed accordingly for the necessary action.
Computerized status system: the problem in reporting housekeeping status to the front office can be eliminated when the computer system is directly connected to guestroom telephone with such a network that a floor supervisor can inspect guestrooms. Determine their readiness for sale and then enter a designated code on the room telephone to change the room status in the hotel’s computer system. This procedure can reduce not only number of guest forced to wait for the room assignment but also decreases the length of their wait.
FORMAT OF ROOM OCCUPANCY/STATUS REPORT
Room Occupancy Report
1st Floor
2nd Floor
Room no.
Code/Status
No. of guests
Room no.
Code/Status
No. of guests
101
Dep.
-
201
DL
-
102
V
-
202
O,SB
2
103
O
2+1
203
O,SO
_____________Signature of the desk housekeeper
The desired results of an established cleaning system are best achieved only when a guest room inspection is done. This serves the purpose of rectifying any problems that may have been previously overlooked during cleaning, before the guest notices. Room inspection not only helps to identify ordinary problems with cleaning but also helps to identify areas requiring special cleaning or maintenance.
An Inspection programme can be done in various forms. In some properties especially in smaller properties, occupied rooms are spot checked while the departure rooms are definitely checked daily.
Each floor supervisor is usually responsible for a certain number of rooms (45-60) and must be aware of the current status of each room that is assigned to her/him. The room is checked to ensure :
1) Correct standard of cleanliness has been maintained.
2) For any technical repairs(if any)
3) Correct room complementaries and adequate guest supplies have been provided.
A room inspection report or a check list should be completed by the floor supervisor who notes down the condition and proper operations of various fixtures of the room. It is also simultaneously recorded in the floor register so that a continuous record is maintained. An inspection programme is not effective if no follow up is given to an identified problem. Depending on the hotel procedures the floor supervisor is responsible for filling out work orders or maintenance request that are needed. The work order or job order is made in triplicate. Two copies (the original and the duplicate) are given to the maintenance engineer. The third remaining copy remains with the housekeeping department. The maintenance engineer hands over both the copies to the concerned technician who is required to attend to the complaint. The technician goes to the respective floor and asks the floor supervisor or GRA to open the concerned room. He then attends to the complaint and signs on both the work orders, writes the time and date against work completed. He takes acknowledgement from the floor supervisor. He hands over the original copy to the housekeeping department and the duplicate copy to the maintenance department. The copy given to the floor supervisor is then given to the desk housekeeper who files it in the work order files. At the end of the day a report is made by the desk housekeeper about complaints attended to in the day, that are to be followed up the next day, major maintenance complaints that can be attended to only by taking the rooms on O-O-O status. Thus the original copy is retained by the maintenance department for its future reference.
Inspection Programme Technology: (Guest Room Inspection)
A barcode is a group of printed bars, spaces and numerals that appear on the packaging of every retail item. These codes are to be scanned and read into a computer system. Each guest room is identified with a barcode tag. The tag is placed in a secret spot such as behind the door frame. The floor supervisor is given a barcode scanner and a set of carde that will feature condition of each item that needs to be inspected, attended or repaired. On entering the room, the supervisor scans the barcode tag this will now record the room number, time and date in the scanner. The condition of each inspected item is noted by scanning the proper barcode. Depending on the programme and the property’s needs, the information can be presented in a summary or report format with an overview of the condition of each inspected items.
Room Inspection Report/Checklist
Date:20/12/04
Room boy: James Bond Floor : 7
Dep #s : 701,702, 705.
Vac #s :703, 706, 707.
Occ #s : 704.
VIP #s: 706
Room no:
Status
Extra item provided
Electrical
Carpentry
Plumbing
Polishing
Carpet Cleaning
707
V
A.C. not working
ü
704
O
Extra bed
ü
701
Dep
ü
___________ Signature of Supervisor
Discrepancy Report: (made by front office)
Discrepancy Report
Date:13/12/2009 Time:15:45
Room no.
Status as per Front Office
Status as per Housekeeping
Action taken
101
O
O,SB
Informed D.M(duty manager) and security
102
C/O
VNR
-
Guest Room Inspection:
A supervisor has to check all the rooms on his/her floor, including all vacant room, departure room, expected arrival, VIP arrival, group arrival, blocked rooms and under repair rooms both out of service and out of order. After the end of the shift the floor supervisor has to take hand over from the GRA and make the entry in the floor register. The supervisor has to make the entry of all the DND, R/S, L/S on the floor.
The supervisor has to take the handover of lost and found from the GRA for the day. Before coming to the department the supervisor has to check the floor pantry, guest elevator, and service elevator, back-area of the floor, all fire exit and corridor. The supervisor has to check the floor pantry and has to take the count of all the items in the pantry like all loan item (iron board, hot water bag, water flask, weighing machine, etc) and make an entry in the floor register. After that the supervisor has to fill the log book kept in the department. The supervisor has to make an entry of all the rooms checked by him for the day. The supervisor has to fill the key register, hand over register. The supervisor has to hand-over the lost and found and keys to the desk attendant/supervisor before leaving for the day.
While dealing with the guest the floor supervisor comes across various complaints made by guests during their stay. The nature of these complaints is:
1) Technical / mechanical complaints: these are various complaints which include maintenance related problems eg AC not working, the job of the supervisor is not only to pass on these complaints but also to get them attended as early as possible.
2) Service related complaints: they are complaints related to inefficient working or cleanliness standards of the GRA. She briefs the GRA accordingly and attends to the complaint as soon as possible.
3) Attitude related problems: these imply problems regarding the behavior of the GRA which may require counseling ,
4) Unusual complaints: these imply undue demands made by the guest and also bad guest behavior.
5) Complaints like missing items from the room after the room is cleaned by the GRA which calls for alertness, investigation and involvement of seniors.
Communication System Used In Housekeeping Department
1. Telephone: Most common mode of communication in the hotel.
Advantages:
a) Quick contacts
b) Tow-way communication but can not be used for formal communication as there is no proof of what what has been said.
c) No extra labour.
Disadvanages: Distributing to the guest when used on guest floors or public area.
2. Written Memo:
Advantages: Used for formal communication as a proof is available of the document sent.
Disadvantages:
a) Time consuming as it may have to go through several channels before it reaches the concerned person.
b) One-way communication hence no clarification is possible.
c) Space required for stoppage of documents.
3. Pagers: Each pager has a particular number which is activated either by the telephone operator or the main office of the concerned person . When activated, it makes the sound ,the person inactivates the sound & contact the telephone number displayed on the screen.
4. Electronic room status indicator: There are two terminals, one at reception and other at the house-keeping. It works on a system of lights ; against each room number. There are three lights which signifies -
a) Green light – vacant room.
b) Red light – departure room.
c) white light – occupied room.
The reception can change the lights according to the occupancy of the rooms.
For the house-keeping office, number of lights can be changed. One can only view the status of the rooms at a glance. After the departure room has been cleaned,the room attendant inserts the sub-section is an master key into a key provided ,this changes the red light to a flashing light which is an indication that the floor supervisor has to check the room and then clear it to the reception.
5.Computer system: A terminal can be installed in the house - keeping office which is linked to a terminal like reception and the main computer in the control room. The reception can change from vacant to occupied. Front office cashier can change the status of rooms from occupied to departure and the house-keeping can change from departure to vacant.If the hotel has POS(point of sale). The individual outlets would be able to update the guest folios whenever they avail of credit facilities from their outlets. Any correction of billing would have to be made by front office cashier only.
Additional notes on work order
The floor supervisor informs the desk h/k about the maintenance jobs to be attended to which the desk h/k writes in the maintenance register and makes a work order in triplicate. The original copy is kept in the maintenance file with the desk house keeper and the other two go to the maintenance department. The maintenance engg, gives both these copies to the technician who is required to attend to this complaint. The technician proceeds to the respective floor and informs the GRA and opens the room & both the copies of work order are signed. After the work is done, the technician fills up the date and time against the work completed. One of these copies is given to the GRA/supervisor which is filed into maintenance report file. The other copy goes to the maintenance dept. for reference.
AT YOUR SERVICE DESK:
Nowadays, there is a new trend of At Your Service Desk(AYS) which caters to various guest requests and complaints e.g. second service, AC not working, movie tickets, etc.
Note Imp. Points:
Room occupancy report is prepared by floor supervisor whereas Room Status report is prepared by Desk housekeeper
Refer to notes for all Forms and Formats
Front of the house functional areas of hotel: Are areas in which the employees have extensive guest contact like FnB facilities and the front office
Back of the house functional areas of hotel in which employees have little or no guest contact such as engg. and maintenanence dept., laundry and so on.
Saturday, April 16, 2011
CHAPTER 28: KITCHEN LAYOUT
The plan or layout of a kitchen will be determined by the catering policy of the establishment. The plan is often limited by space availability. The production area is divided into 3 very distinctive areas.
1. Receiving, Preparation & Storage.
2. Cooking.
3. Service (Dispatching) and wash-up.
As in any other industrial production unit, the kitchen has three functions:
1. Receiving raw materials
2. Transforming them into finished goods
3. Forwarding the products.
The main factors that determine the layout of a kitchen are:
1. Whether the hotel is primarily for guests or if there is a busy chance trade.
2. The locality.
3. The type of customer.
4. The type of menu/service.
5. Seasonal pressure of trade.
6. Possibility of expansion.
Among current trends in cooking, kitchen organization and food service, the following are readily noticeable.
1. Greater mechanization
2. Simpler operations
3. Increased use of convenience foods
The information that will be required before beginning kitchen planning will be:
1. What type of meal is offered?
2. How many persons will he served?
3. Meal timings and how many sittings.
4. What type of service?
5. Will convenience foods be used?
6. Is allowance to be made for special functions/seasons?
Area Requirements: It is possible that kitchen space will be reduced to provide more seating capacity in the restaurant. However cramped, inadequate kitchens will lead to delays and faults in service. This will invariably affect the turnover. Inadequate facilities will also affect staff morale. Kitchen areas will depend on the type of service. Normally a kitchen will occupy between 25%-33% of the space allotted to the restaurant. Whereas 10-12 sq. ft. per cover is the norm in the restaurant, the kitchen space is generally 2½–4 sq. per cover. In smaller establishments this will go up to 6-9 sq. ft. per cover. Generally ¼th the kitchen area is set aside for storage. The remaining is divided between food pre-preparation, cooking and service.
RECEIVING AND PREPARATION AND STORAGE AREAS
Receiving area: The receiving area should be large and convenient enough to receive the volume and type of goods delivered. The receiving clerk must inspect all items before acceptance. The receiving area should be located near the entrance to the storage area so that once checked, goods can be stored quickly.
Delivery Quay: The delivery quay will be situated near the store and will consist of a platform of lorry level for easy unloading. It should be well lit, and fitted with anti-pest fans and an air curtain at the door. A water connection with hosepipe will ensure easy regular cleaning. Trolleys must be kept for easy unloading and cartage.
Gas Bank: If cylinders are used, these must, be kept outside. Incase of a gas tank the distance from the building must be at least 150 yards. A daily check of gas shelters and tank is necessary as a safety measure.
Garbage Disposal: Wet and dry garbage must be stored separately. Wet garbage is stored in containers in a cool area to prevent fermentation and smell. Dry garbage can be incinerated. Disposal of garbage must be on a daily basis. Garbage areas must be cleaned daily, then disinfected and deodorized.
Central stores: Dry stores must be maintained at 70ºF (21º C). Lightweight items could be stored on top of shelves and heavy weight items at the bottom. Cases/Cartons can be stored either on shelves or pallets. Nothing should be stored on the floor. 8” height above the floor will ensure easy cleaning. Shelves should not touch the wall. A 2” space must be maintained.
The Cold Room: Many foodstuffs will have to be maintained at refrigerated temperatures. There are two types of cold rooms:
1. Negative cold room (freezer) with an ideal temperature of -18ºC.
2. Positive cold room (walk-in) with a temperature of 3ºC- 5ºC.
Recommended temperatures for various food stuffs:
Meat 0-1ºC
Fish 2-3ºC
Dairy 4-5ºC
Veg. & Fruits 6-7ºC
Vegetable Pre-preparation Area: The work here consists of:
1. Washing and Cleaning.
2. Paring and Trimming
3. Cutting, Chopping etc.
Use of frozen vegetables will determine the area required here. This room is sometimes air-conditioned, and in small establishments will be combined with the Butchery.
The Butchery: It is an air-conditioned room for meat pre-preparation. Bone saws, weighing scales and butchers blocks will be provided. The butchery must be situated close to the freezer. Non slip flooring is essential and flycatchers must be installed.
The Larder: The larder must be situated near to but separate from the kitchen. It must be air-conditioned, well lit and well equipped.
COOKING AREA
In this area, raw materials and pre-prepared goods are turned into finished products. This area can range from a simple kitchen to a more complex group or sections or even satellites.
- Pastry/Confectionery - Bakeshop
- Short order kitchen - Pantry
- Hot Kitchen - Main Kitchen
The Bake Shop- The control of costs and quality of desserts and breads sold in hotels is very important for successful operation. In a small hotel, this will be a corner of the main kitchen whereas in big hotels, this will be a separate fully equipped department. There are two sections
Hot: equipped mainly with ovens (single, double decker or triple tier) (convection or conventional), racks, dough mixer, food processor and will provide all bread, cakes and gateaux.
Cold: is equipped with refrigerated marbles, laminators, ice-cream machines, and food processors. It is usually air-conditioned, and provides all the desserts.
The Pantry- As the name suggests all the short orders are executed from here. These will include sandwiches, icecreams and beverages. Quick service equipment, such as toasters, juicers and shakers will be provided.
The Main Kitchen- Known as the heart of the kitchen. The area is divided into work islands where various jobs will be performed.
A) Roasting and Baking
B) Grilling
C) Frying
The equipment must be placed so as to avoid unnecessary movement. Bain Maries must be located near the gas ranges. Exhaust fans are essential. Good lighting, non-slip floors, and easy-to-clean walls are necessary.
In a classical organization the main kitchen is divided according to partie system. But in India it is divided according to the cuisine. E.g. Continental, Chinese, Indian.
SERVICE AND WASH-UP AREA
The Service Area is situated between the kitchen and the restaurant and has the following functions.
1. Cleans dirty equipment corning from the restaurant or floors.
2. Supplies clean equipment to the restaurant and kitchen.
3. Calling point for food orders.
4. Delivery of food.
5. Cashiering.
Issuing meals to the restaurant is carried out in this area. A kitchen clerk called the Aboyeur is stationed at the survey counter throughout the meal period. On receipt of the waiter’s check (KOT) he announces in a loud and clear voice the order with special instructions. The section must acknowledge the order in return. Most orders are executed in parts (en suite.)
The Cashier prepares the bills and gives it to the waiter for presentation. The paid check and cash is returned to the cashier who will stamp it with a PAID stamp. A dispense bar is also situated in this area for drinks in the restaurant and in rooms
The Wash-up Area: Dish washing has a high rate of importance because of its significance in sanitation and hygiene. The wash-up area consists of three parts, manned by the kitchen steward.
a) Loading – dirty equipment is pre-washed and loaded on baskets/trays for machine or hand washing.
b) Washing – consists of cleaning, rinsing and sanitizing.
c) Unloading – The clean equipment is kept on racks, picked by waiters or delivered by stewards.
Pre-rinsing calls for water of a warm temperature. 120º F will melt fat but not cook foods firmly onto the surfaces.
The washing temperature must be 140º F hot enough for effective cleaning action. Sanitizing calls for a temperature of 180º F for 10 seconds. In small hotels, dish washing is done manually, but the process is the same. Ideally separate workers should be provided for handling dirty and clean dishes. To ensure effective dish washing water temperatures must be maintained, detergent concentration should be effective and correct handling procedures followed.
vernon coelho
ihm mumbai
2009-2010
1. Receiving, Preparation & Storage.
2. Cooking.
3. Service (Dispatching) and wash-up.
As in any other industrial production unit, the kitchen has three functions:
1. Receiving raw materials
2. Transforming them into finished goods
3. Forwarding the products.
The main factors that determine the layout of a kitchen are:
1. Whether the hotel is primarily for guests or if there is a busy chance trade.
2. The locality.
3. The type of customer.
4. The type of menu/service.
5. Seasonal pressure of trade.
6. Possibility of expansion.
Among current trends in cooking, kitchen organization and food service, the following are readily noticeable.
1. Greater mechanization
2. Simpler operations
3. Increased use of convenience foods
The information that will be required before beginning kitchen planning will be:
1. What type of meal is offered?
2. How many persons will he served?
3. Meal timings and how many sittings.
4. What type of service?
5. Will convenience foods be used?
6. Is allowance to be made for special functions/seasons?
Area Requirements: It is possible that kitchen space will be reduced to provide more seating capacity in the restaurant. However cramped, inadequate kitchens will lead to delays and faults in service. This will invariably affect the turnover. Inadequate facilities will also affect staff morale. Kitchen areas will depend on the type of service. Normally a kitchen will occupy between 25%-33% of the space allotted to the restaurant. Whereas 10-12 sq. ft. per cover is the norm in the restaurant, the kitchen space is generally 2½–4 sq. per cover. In smaller establishments this will go up to 6-9 sq. ft. per cover. Generally ¼th the kitchen area is set aside for storage. The remaining is divided between food pre-preparation, cooking and service.
RECEIVING AND PREPARATION AND STORAGE AREAS
Receiving area: The receiving area should be large and convenient enough to receive the volume and type of goods delivered. The receiving clerk must inspect all items before acceptance. The receiving area should be located near the entrance to the storage area so that once checked, goods can be stored quickly.
Delivery Quay: The delivery quay will be situated near the store and will consist of a platform of lorry level for easy unloading. It should be well lit, and fitted with anti-pest fans and an air curtain at the door. A water connection with hosepipe will ensure easy regular cleaning. Trolleys must be kept for easy unloading and cartage.
Gas Bank: If cylinders are used, these must, be kept outside. Incase of a gas tank the distance from the building must be at least 150 yards. A daily check of gas shelters and tank is necessary as a safety measure.
Garbage Disposal: Wet and dry garbage must be stored separately. Wet garbage is stored in containers in a cool area to prevent fermentation and smell. Dry garbage can be incinerated. Disposal of garbage must be on a daily basis. Garbage areas must be cleaned daily, then disinfected and deodorized.
Central stores: Dry stores must be maintained at 70ºF (21º C). Lightweight items could be stored on top of shelves and heavy weight items at the bottom. Cases/Cartons can be stored either on shelves or pallets. Nothing should be stored on the floor. 8” height above the floor will ensure easy cleaning. Shelves should not touch the wall. A 2” space must be maintained.
The Cold Room: Many foodstuffs will have to be maintained at refrigerated temperatures. There are two types of cold rooms:
1. Negative cold room (freezer) with an ideal temperature of -18ºC.
2. Positive cold room (walk-in) with a temperature of 3ºC- 5ºC.
Recommended temperatures for various food stuffs:
Meat 0-1ºC
Fish 2-3ºC
Dairy 4-5ºC
Veg. & Fruits 6-7ºC
Vegetable Pre-preparation Area: The work here consists of:
1. Washing and Cleaning.
2. Paring and Trimming
3. Cutting, Chopping etc.
Use of frozen vegetables will determine the area required here. This room is sometimes air-conditioned, and in small establishments will be combined with the Butchery.
The Butchery: It is an air-conditioned room for meat pre-preparation. Bone saws, weighing scales and butchers blocks will be provided. The butchery must be situated close to the freezer. Non slip flooring is essential and flycatchers must be installed.
The Larder: The larder must be situated near to but separate from the kitchen. It must be air-conditioned, well lit and well equipped.
COOKING AREA
In this area, raw materials and pre-prepared goods are turned into finished products. This area can range from a simple kitchen to a more complex group or sections or even satellites.
- Pastry/Confectionery - Bakeshop
- Short order kitchen - Pantry
- Hot Kitchen - Main Kitchen
The Bake Shop- The control of costs and quality of desserts and breads sold in hotels is very important for successful operation. In a small hotel, this will be a corner of the main kitchen whereas in big hotels, this will be a separate fully equipped department. There are two sections
Hot: equipped mainly with ovens (single, double decker or triple tier) (convection or conventional), racks, dough mixer, food processor and will provide all bread, cakes and gateaux.
Cold: is equipped with refrigerated marbles, laminators, ice-cream machines, and food processors. It is usually air-conditioned, and provides all the desserts.
The Pantry- As the name suggests all the short orders are executed from here. These will include sandwiches, icecreams and beverages. Quick service equipment, such as toasters, juicers and shakers will be provided.
The Main Kitchen- Known as the heart of the kitchen. The area is divided into work islands where various jobs will be performed.
A) Roasting and Baking
B) Grilling
C) Frying
The equipment must be placed so as to avoid unnecessary movement. Bain Maries must be located near the gas ranges. Exhaust fans are essential. Good lighting, non-slip floors, and easy-to-clean walls are necessary.
In a classical organization the main kitchen is divided according to partie system. But in India it is divided according to the cuisine. E.g. Continental, Chinese, Indian.
SERVICE AND WASH-UP AREA
The Service Area is situated between the kitchen and the restaurant and has the following functions.
1. Cleans dirty equipment corning from the restaurant or floors.
2. Supplies clean equipment to the restaurant and kitchen.
3. Calling point for food orders.
4. Delivery of food.
5. Cashiering.
Issuing meals to the restaurant is carried out in this area. A kitchen clerk called the Aboyeur is stationed at the survey counter throughout the meal period. On receipt of the waiter’s check (KOT) he announces in a loud and clear voice the order with special instructions. The section must acknowledge the order in return. Most orders are executed in parts (en suite.)
The Cashier prepares the bills and gives it to the waiter for presentation. The paid check and cash is returned to the cashier who will stamp it with a PAID stamp. A dispense bar is also situated in this area for drinks in the restaurant and in rooms
The Wash-up Area: Dish washing has a high rate of importance because of its significance in sanitation and hygiene. The wash-up area consists of three parts, manned by the kitchen steward.
a) Loading – dirty equipment is pre-washed and loaded on baskets/trays for machine or hand washing.
b) Washing – consists of cleaning, rinsing and sanitizing.
c) Unloading – The clean equipment is kept on racks, picked by waiters or delivered by stewards.
Pre-rinsing calls for water of a warm temperature. 120º F will melt fat but not cook foods firmly onto the surfaces.
The washing temperature must be 140º F hot enough for effective cleaning action. Sanitizing calls for a temperature of 180º F for 10 seconds. In small hotels, dish washing is done manually, but the process is the same. Ideally separate workers should be provided for handling dirty and clean dishes. To ensure effective dish washing water temperatures must be maintained, detergent concentration should be effective and correct handling procedures followed.
vernon coelho
ihm mumbai
2009-2010
Poultry for F.Y B.Sc IHM Mumbai
Poultry (meaning and uses)
o Poultry comes from the Latin word, poule, which means to hang. The term also refers to the flesh of such birds.
o Poultry is the category of domesticated birds that people keep for the purpose of collecting their eggs, or killing for their meat and/or feathers.
o Chickens, quails and turkeys are typically members of the super order Galloanserae (gallo –an-c-ray) (fowl), especially the order Galliformes.
o Farmed ducks and geese (water fowl) belong to the family /super order Anatidae (ana-ti-de) (in order Anseriformes (an-ceri-forms)).
o Poultry also include other birds which are killed for their meat, such as pigeons or doves or birds considered to be game, like pheasants.
Why Poultry is important for the menu
Comparatively less expensive than other meats.
Faster breeding Periods.
High ease of procurement.
Less religious inhibitions / stigma /Health concerns.
Low lead times. (Lead time is the time gap between ordering and receiving).
Comparable easier levels of skills for cooking.
Wide range of applications in the menu from starters ,soups, salads, main course
Wide application of cooking methods.
Classification
Poultry
Game Farmed
Game refers to birds which till the 90’s were mostly hunted, but with the introduction of new hunting laws and advances in poultry farming are now farmed too. Game poultry can be leaner than farmed poultry .Game Poultry also carries a distinctive strong flavor that can be best described only as “Gamey” .One needs to remember that the line between game and farmed poultry is thinning down.
Farmed poultry generally are less exercised then their wild counterparts; they also have comparatively higher level of fat. This fat can be excessively high if the poultry is bred for specific purposes like liver or specialty roasts like turkey .The keeping conditions of farmed fowl plays a very important role in the quality of flesh the fowl will yield.
As in the case of any farmed animal ,poultry too is subjected to specific breeding ,nutrition and controlled growth .This has resulted in breeds that are specifically designed for egg laying, flesh ,feathers, Skin (only in case of big birds like emu etc.)
A few e.g. Bantam, Buff, Rock Cornish and Barred Plymouth for Flesh, Broiler, best suited for Broiling, Leghorn for Eggs, Silkie for feathers (fur like).
Anti mortem procedures for poultry
Before the Poultry is slaughtered it is:-
1. Starved for a period of 4-5 hours. 2. Adequate water is provided 3. A check up is carried out by a veterinarian for pathogens, injuries etc.
Postmortem procedures for poultry
Generally batches of poultry are checked by a veterinarian for any infections/pathogens etc. They are also sorted on the basis of their weight /age/uses.
Processing of poultry
1. Slaughter –the bird is placed upside down in a “killing cone” a funnel type arrangement to keep the bird calm and avoid hindrance to the slaughter process due to fluttering of wings. Then in a humane approach the bird is stunned with a electric shock /or not in case of Kosher (Jewish) and halal (Islamic), thereafter the jugular vein is severed off either from outside (general practice) or from inside the throat (known as sticking) important in oriental cuisine where the head of the bird should be attached to the carcass for specific preparations. The bird is kept in cone till the blood is drained off .It might or might not be hung depending on climatic conditions etc.
2. Scalding –The bird is dipped in hot water (60-70 degree Celsius approx) for a minute or two this loosens the feathers on the skin for the next process. This process also makes the feathers wet and heavy which stops them from flying around and sticking to the carcass.
3. Plucking-as the name suggests the processes involves plucking off feathers from the carcass either manually or using a rotor.
4. Singeing- The process involves burning away fine hair not cleaned in the process of plucking. This process is very important because a lot of preparations involve chicken with skin on it; presence of fine hair /feather/fur is a very undesirable feature in any meat/poultry product.
5. Evisceration –This process involves removal of internal organs of the bird, it has to be carried out carefully so as not to puncture the guts of the bird, which might result in fecal contamination of the flesh. After which the organs are sorted and desired organs for consumption (giblets-liver, heart, spleen) are washed, packed in plastic bag and further packed in the bird itself (abdominal cavity).
6. Washing-This process is a standard hygienic practice followed by most of the poultry processing units, washing with plain cold water removes any dirt, blood, feathers or any dirt that might have stuck to the carcass.
7. Chilling –The process involves bringing the temperature of the bird down from its last body temperature / room temperature to about 4 degree Celsius using a very cold brine bath (-4 degree Celsius) approx/ice shush bath (0 degree Celsius). This can further be brought down to -18 degree Celsius if the birds have to be frozen.
Fabrication (Butchery)
The two basic parts of poultry are:-
The upper half which houses the breasts, winglets and supreme.
The Lower half comprises of legs.
The fowl can be used as whole for roasts, can be cut up into two halves for pot roasts, and the legs and breasts can be further fabricated into boneless or small pieces as required.
The Legs being more exercised in case of fowl have more connective tissue and myoglobin fixation hence they take longer to cook compared to the breast pieces, which have comparatively less connective tissue and cook faster.
The same is not true in case of Game and Water Fowl as their breast muscles too are well exercised.
Health Threats
Though there are numerous diseases one can list in case of poultry given below are the most common ones.
Influenza A virus subtype H5N1, also known as "bird flu", A(H5N1) or simply H5N1, is a subtype of the Influenza A virus which can cause illness in humans and many other animal species.
A bird-adapted strain of H5N1, called HPAI A (H5N1) for "highly pathogenic avian influenza virus of type A of subtype H5N1", is the causative agent of H5N1 flu, commonly known as "avian influenza" or "bird flu".
Salmonellosis is an infection with Salmonella bacteria. Most people who get infected with Salmonella develop diarrhea, fever, vomiting, and abdominal cramps, and 12 to 72 hours after infection. In most cases, the illness lasts 3 to 7 days; most affected persons recover without treatment.
Staphylococcus can cause a wide variety of diseases in humans and other animals through either toxin production or penetration. Staphylococcal toxins are a common cause of food poisoning, as it can grow in improperly-stored food.
Nutritional Aspects
Chicken is high in protein, low in fat and low in cholesterol as compared to red meats, making it a good selection for a healthy diet.
Our bodies require a certain amount of protein daily and the body does not store protein so we need to replenish it each day.
A portion 90 gm chicken provides a large amount of our daily requirement for protein. Our bodies also require fat in our diet, which allows us to absorb vitamins that are fat-soluble and energy producing. But, too much fat is not healthy.
Chicken is lower in fat than most other meats and over half of the fat is unsaturated fat, the type that helps lower cholesterol.
The white meat is lower in fat than the dark meat of the chicken but the dark meat is higher in iron, an important nutrient for a healthy body.
Cooking Whole Birds:
Very often we notice that the breast portion of the whole bird is dry and tasteless. This is due to the fact that it cooks faster and thus dries up by the time the leg portion is done. Also, the breast has much less fat which would have kept it moist during the longer cooking time required. A major problem in cooking whole poultry is cooking the legs to doneness without overcooking the breast. Various techniques are devised to overcome this problem.
1. Roasting the bird with the breast portion down as gravity draws the juices towards the breast rather than away from it.
2. Basting with fat only, not with water or stock. Fat protects from drying, but moisture washes away the protective fat.
3. Barding the breast with a thin layer of pork fat or a rasher of bacon.
4. Cooking the leg and breast portions separately as is done often with turkey.
Cooking Poultry parts:
Many recipes are devised to cook certain parts of poultry, such as the wings, breast, legs and wings. These recipes take into account the tenderness of the different cuts of poultry. For example, flattened boneless breast of poultry will cook easily and quickly by sautéing or pan frying, whereas the drumsticks and legs when braised release enough gelatin to make a rich bodied sauce.
CUTS OF POULTRY
These include
Breast: Aile, Aileron, Supreme
Leg : Drumstick (pilon de cuisse) & Thigh (gras de cuisse)
INSPECTION AND GRADING
Like meat, poultry is subject to inspection and grading.
Inspection is a guarantee of wholesomeness and means that it is fit for human consumption. Inspection is required by law.
Grading is based on quality and is not required by law and depends upon:
a. the amount of flesh
b. the amount of fat
c. pin feathers (present or absent)
d. skin tears, cuts, broken bones
e. Blemishes and bruises
Good grade poultry are used by foodservice operators, restaurants, fast food outlets and caterers. Lower grade poultry will be used by the canning industry and the pre prepared food industry.
CLASSIFICATION AND MARKET FORMS:
The following terms are used to classify poultry:
Kind: The species, such as chicken, duck, turkey
Class: Sub division of the species such as Capon, Mallard
Style: Refers to the amount of cleaning and processing:
Live: almost never purchased in modern commercial units.
Dressed: Killed, Bled and plucked.
Ready to cook: Dressed, eviscerated with head & feet removed
State of Refrigeration: Chilled or Frozen.
HANDLING & STORAGE:
Fresh Poultry
1. Fresh poultry is extremely perishable. It should arrive packed in ice and kept in the ice until it is ready to be used.
2. Ideally, it should be used within 24 hours of receiving and never more than 4 days later.
3. Poultry often carry salmonella bacteria. Wash all knives, cutting boards and other processing equipment to avoid contamination of other foodstuffs.
Frozen Poultry
1. Store frozen poultry at 0F (-18C) or lower until ready to thaw.
2. Thaw in original wrapper in the refrigerator. Length of time will depend on the size of the bird. Large turkeys will take upto 4 days to thaw completely. If pressed for time, thaw in cold running water in the original wrapper.
4. Do not thaw in hot water.
5. Do not re freeze raw poultry.
DONENESS:
Poultry is almost always cooked well done. Very often however, it is difficult to tell the difference between well done and overdone. Chicken and turkey are low in fat and therefore have a tendency to get dry and stringy. Even duck and goose which are high in fat taste unpalatable if overcooked. Many skilled chefs are able to tell whether or not poultry is cooked merely by looking at it. However, until you have reached that level of experience, you must rely on other method
1.Internal Temperature: The most accurate guide is the internal temperature of the bird. Use a thermometer inserted at the thickest part of the bird, the joint between the drumstick and the thigh. The internal temperature must be 180F (82C). Testing should be done away from the bone.
1. Looseness of the joint: The leg will move freely in the socket.
2. Clear juices: The juices inside the cavity and those, which run when the bird is pierced, will be clear. If they are red or even pink, allow further cooking. No juiced is an indication that the bird is overcooked.
3. Flesh separating from the bone: Muscles (flesh) will begin pulling away (shrinking) from the bone, especially the breast and leg bones. Excessively shrunken flesh means it is dry and overcooked and dry.
4. Firmness to touch: Test with finger pressure. Especially useful method for boneless pieces of meat.
Not Recommended: Piercing with a fork and twisting the flesh. Too many valuable juices are lost.
TRUSSING:
Trussing means tying the bird with string to make a compact solid unit. It serves two purposed:
1. Even cooking. Extended legs and wings cook too quickly.
2. More attractive appearance, especially when presented and served whole. Trussing also helps to keep the stuffing in place.
o Poultry comes from the Latin word, poule, which means to hang. The term also refers to the flesh of such birds.
o Poultry is the category of domesticated birds that people keep for the purpose of collecting their eggs, or killing for their meat and/or feathers.
o Chickens, quails and turkeys are typically members of the super order Galloanserae (gallo –an-c-ray) (fowl), especially the order Galliformes.
o Farmed ducks and geese (water fowl) belong to the family /super order Anatidae (ana-ti-de) (in order Anseriformes (an-ceri-forms)).
o Poultry also include other birds which are killed for their meat, such as pigeons or doves or birds considered to be game, like pheasants.
Why Poultry is important for the menu
Comparatively less expensive than other meats.
Faster breeding Periods.
High ease of procurement.
Less religious inhibitions / stigma /Health concerns.
Low lead times. (Lead time is the time gap between ordering and receiving).
Comparable easier levels of skills for cooking.
Wide range of applications in the menu from starters ,soups, salads, main course
Wide application of cooking methods.
Classification
Poultry
Game Farmed
Game refers to birds which till the 90’s were mostly hunted, but with the introduction of new hunting laws and advances in poultry farming are now farmed too. Game poultry can be leaner than farmed poultry .Game Poultry also carries a distinctive strong flavor that can be best described only as “Gamey” .One needs to remember that the line between game and farmed poultry is thinning down.
Farmed poultry generally are less exercised then their wild counterparts; they also have comparatively higher level of fat. This fat can be excessively high if the poultry is bred for specific purposes like liver or specialty roasts like turkey .The keeping conditions of farmed fowl plays a very important role in the quality of flesh the fowl will yield.
As in the case of any farmed animal ,poultry too is subjected to specific breeding ,nutrition and controlled growth .This has resulted in breeds that are specifically designed for egg laying, flesh ,feathers, Skin (only in case of big birds like emu etc.)
A few e.g. Bantam, Buff, Rock Cornish and Barred Plymouth for Flesh, Broiler, best suited for Broiling, Leghorn for Eggs, Silkie for feathers (fur like).
Anti mortem procedures for poultry
Before the Poultry is slaughtered it is:-
1. Starved for a period of 4-5 hours. 2. Adequate water is provided 3. A check up is carried out by a veterinarian for pathogens, injuries etc.
Postmortem procedures for poultry
Generally batches of poultry are checked by a veterinarian for any infections/pathogens etc. They are also sorted on the basis of their weight /age/uses.
Processing of poultry
1. Slaughter –the bird is placed upside down in a “killing cone” a funnel type arrangement to keep the bird calm and avoid hindrance to the slaughter process due to fluttering of wings. Then in a humane approach the bird is stunned with a electric shock /or not in case of Kosher (Jewish) and halal (Islamic), thereafter the jugular vein is severed off either from outside (general practice) or from inside the throat (known as sticking) important in oriental cuisine where the head of the bird should be attached to the carcass for specific preparations. The bird is kept in cone till the blood is drained off .It might or might not be hung depending on climatic conditions etc.
2. Scalding –The bird is dipped in hot water (60-70 degree Celsius approx) for a minute or two this loosens the feathers on the skin for the next process. This process also makes the feathers wet and heavy which stops them from flying around and sticking to the carcass.
3. Plucking-as the name suggests the processes involves plucking off feathers from the carcass either manually or using a rotor.
4. Singeing- The process involves burning away fine hair not cleaned in the process of plucking. This process is very important because a lot of preparations involve chicken with skin on it; presence of fine hair /feather/fur is a very undesirable feature in any meat/poultry product.
5. Evisceration –This process involves removal of internal organs of the bird, it has to be carried out carefully so as not to puncture the guts of the bird, which might result in fecal contamination of the flesh. After which the organs are sorted and desired organs for consumption (giblets-liver, heart, spleen) are washed, packed in plastic bag and further packed in the bird itself (abdominal cavity).
6. Washing-This process is a standard hygienic practice followed by most of the poultry processing units, washing with plain cold water removes any dirt, blood, feathers or any dirt that might have stuck to the carcass.
7. Chilling –The process involves bringing the temperature of the bird down from its last body temperature / room temperature to about 4 degree Celsius using a very cold brine bath (-4 degree Celsius) approx/ice shush bath (0 degree Celsius). This can further be brought down to -18 degree Celsius if the birds have to be frozen.
Fabrication (Butchery)
The two basic parts of poultry are:-
The upper half which houses the breasts, winglets and supreme.
The Lower half comprises of legs.
The fowl can be used as whole for roasts, can be cut up into two halves for pot roasts, and the legs and breasts can be further fabricated into boneless or small pieces as required.
The Legs being more exercised in case of fowl have more connective tissue and myoglobin fixation hence they take longer to cook compared to the breast pieces, which have comparatively less connective tissue and cook faster.
The same is not true in case of Game and Water Fowl as their breast muscles too are well exercised.
Health Threats
Though there are numerous diseases one can list in case of poultry given below are the most common ones.
Influenza A virus subtype H5N1, also known as "bird flu", A(H5N1) or simply H5N1, is a subtype of the Influenza A virus which can cause illness in humans and many other animal species.
A bird-adapted strain of H5N1, called HPAI A (H5N1) for "highly pathogenic avian influenza virus of type A of subtype H5N1", is the causative agent of H5N1 flu, commonly known as "avian influenza" or "bird flu".
Salmonellosis is an infection with Salmonella bacteria. Most people who get infected with Salmonella develop diarrhea, fever, vomiting, and abdominal cramps, and 12 to 72 hours after infection. In most cases, the illness lasts 3 to 7 days; most affected persons recover without treatment.
Staphylococcus can cause a wide variety of diseases in humans and other animals through either toxin production or penetration. Staphylococcal toxins are a common cause of food poisoning, as it can grow in improperly-stored food.
Nutritional Aspects
Chicken is high in protein, low in fat and low in cholesterol as compared to red meats, making it a good selection for a healthy diet.
Our bodies require a certain amount of protein daily and the body does not store protein so we need to replenish it each day.
A portion 90 gm chicken provides a large amount of our daily requirement for protein. Our bodies also require fat in our diet, which allows us to absorb vitamins that are fat-soluble and energy producing. But, too much fat is not healthy.
Chicken is lower in fat than most other meats and over half of the fat is unsaturated fat, the type that helps lower cholesterol.
The white meat is lower in fat than the dark meat of the chicken but the dark meat is higher in iron, an important nutrient for a healthy body.
Cooking Whole Birds:
Very often we notice that the breast portion of the whole bird is dry and tasteless. This is due to the fact that it cooks faster and thus dries up by the time the leg portion is done. Also, the breast has much less fat which would have kept it moist during the longer cooking time required. A major problem in cooking whole poultry is cooking the legs to doneness without overcooking the breast. Various techniques are devised to overcome this problem.
1. Roasting the bird with the breast portion down as gravity draws the juices towards the breast rather than away from it.
2. Basting with fat only, not with water or stock. Fat protects from drying, but moisture washes away the protective fat.
3. Barding the breast with a thin layer of pork fat or a rasher of bacon.
4. Cooking the leg and breast portions separately as is done often with turkey.
Cooking Poultry parts:
Many recipes are devised to cook certain parts of poultry, such as the wings, breast, legs and wings. These recipes take into account the tenderness of the different cuts of poultry. For example, flattened boneless breast of poultry will cook easily and quickly by sautéing or pan frying, whereas the drumsticks and legs when braised release enough gelatin to make a rich bodied sauce.
CUTS OF POULTRY
These include
Breast: Aile, Aileron, Supreme
Leg : Drumstick (pilon de cuisse) & Thigh (gras de cuisse)
INSPECTION AND GRADING
Like meat, poultry is subject to inspection and grading.
Inspection is a guarantee of wholesomeness and means that it is fit for human consumption. Inspection is required by law.
Grading is based on quality and is not required by law and depends upon:
a. the amount of flesh
b. the amount of fat
c. pin feathers (present or absent)
d. skin tears, cuts, broken bones
e. Blemishes and bruises
Good grade poultry are used by foodservice operators, restaurants, fast food outlets and caterers. Lower grade poultry will be used by the canning industry and the pre prepared food industry.
CLASSIFICATION AND MARKET FORMS:
The following terms are used to classify poultry:
Kind: The species, such as chicken, duck, turkey
Class: Sub division of the species such as Capon, Mallard
Style: Refers to the amount of cleaning and processing:
Live: almost never purchased in modern commercial units.
Dressed: Killed, Bled and plucked.
Ready to cook: Dressed, eviscerated with head & feet removed
State of Refrigeration: Chilled or Frozen.
HANDLING & STORAGE:
Fresh Poultry
1. Fresh poultry is extremely perishable. It should arrive packed in ice and kept in the ice until it is ready to be used.
2. Ideally, it should be used within 24 hours of receiving and never more than 4 days later.
3. Poultry often carry salmonella bacteria. Wash all knives, cutting boards and other processing equipment to avoid contamination of other foodstuffs.
Frozen Poultry
1. Store frozen poultry at 0F (-18C) or lower until ready to thaw.
2. Thaw in original wrapper in the refrigerator. Length of time will depend on the size of the bird. Large turkeys will take upto 4 days to thaw completely. If pressed for time, thaw in cold running water in the original wrapper.
4. Do not thaw in hot water.
5. Do not re freeze raw poultry.
DONENESS:
Poultry is almost always cooked well done. Very often however, it is difficult to tell the difference between well done and overdone. Chicken and turkey are low in fat and therefore have a tendency to get dry and stringy. Even duck and goose which are high in fat taste unpalatable if overcooked. Many skilled chefs are able to tell whether or not poultry is cooked merely by looking at it. However, until you have reached that level of experience, you must rely on other method
1.Internal Temperature: The most accurate guide is the internal temperature of the bird. Use a thermometer inserted at the thickest part of the bird, the joint between the drumstick and the thigh. The internal temperature must be 180F (82C). Testing should be done away from the bone.
1. Looseness of the joint: The leg will move freely in the socket.
2. Clear juices: The juices inside the cavity and those, which run when the bird is pierced, will be clear. If they are red or even pink, allow further cooking. No juiced is an indication that the bird is overcooked.
3. Flesh separating from the bone: Muscles (flesh) will begin pulling away (shrinking) from the bone, especially the breast and leg bones. Excessively shrunken flesh means it is dry and overcooked and dry.
4. Firmness to touch: Test with finger pressure. Especially useful method for boneless pieces of meat.
Not Recommended: Piercing with a fork and twisting the flesh. Too many valuable juices are lost.
TRUSSING:
Trussing means tying the bird with string to make a compact solid unit. It serves two purposed:
1. Even cooking. Extended legs and wings cook too quickly.
2. More attractive appearance, especially when presented and served whole. Trussing also helps to keep the stuffing in place.
CHEESE
Cheese
According to legend, cheese was first made accidentally by a traveling shepherd, who carried milk in a pouch made from the stomach of a sheep. The combination of heat of the sun with the enzyme rennin present in the lining of the stomach curdled/separated milk into curd (a soft mass or junket) and whey. Curds are coagulated proteins (casein) known as cheese. This soft mass containing protein and fat was then drained to remove the excess liquid or whey and dried in the sun to form a harder mass which could be eaten fresh or salted and stored for later use when the food supplies were less plentiful.
Cheese may be defined as “the fresh or matured product made by coagulating any or a combination of any of the following substances, namely milk, cream, skimmed milk, partly skimmed milk, concentrated milk, reconstituted dried milk and butter milk, and then partially draining the whey, resulting from any such coagulation”. (This definition won’t be suitable for Whey cheese.)
Cheese Making is a very convenient method for converting a considerable part of the milk nutrients into a product that is less bulky, will keep well, is of a high nutritive value and is palatable and easily digestible.
There are over 400 varieties of cheese listed as being made in different parts of the world. They are made from a variety of different milks from animals like cow, sheep, goat, buffalo and others, by different methods of manufacture, are ripened for different periods of time in different conditions and are made in different sizes from a few ounces to the very large size of 70 lbs or more. They will also differ by colour, texture, hardness, odour and taste.
Cheese is one of the most highly concentrated of all protein foods. It is also readily digested. Experiments have shown that 90-99% of all cheese is digested. It is also a complete protein. Since approximately 10 liters of fluid milk is required to make 1 kg of cheese, cheese contains many of the nutrients of milk in highly concentrated form – milk proteins, fats, fat soluble vitamins and minerals.
Whole milk cheese contains the same properties as milk. Certain cheese such as blue veined are made out of skim milk and are therefore less nutritious.
Normally cow’s milk is used to make cheese, but certain well known cheeses are made from goat’s milk. The texture of the cheese from goat’s milk differs slightly from that of cow’s milk. It is more crumbly. Sheep’s milk can also be used. The quality of cheese depends to a great extent on the breed and the condition of the animal and the fodder given to it. Cheshire cheese is said to owe its fine flavour to the wild radish, on which the cow feeds, and its special nature is due to the mineral in the soil. Cheshire cheese, therefore, can’t be made in any other place as Cheddar cheese can.
Certain cheeses develop a blue vein on maturing. This is sometimes a purely natural development, often sporadic and unpredictable. Sometimes, fresh cheese is inoculated with pieces of blue cheese to catch the mould by contact. In some cases, special bacilli are introduced. The mould is sometimes strengthened by brushing the cheese clean while the skin is soft, dipping it in whey and then rubbing it slightly with butter. This is done once a day for 10-20 days. Sometimes, cheese is pierced with a copper wire.
Naming Cheese
The region
Most of the famous varieties have been taken from the region or country where the production of a particular type of cheese established a name for itself. For example England (Leicester, Wensleydale, and Dorset Blue) and Switzerland (Emmental) etc.
Although the name and the variety may still exist, the cheese may well be produced in a different region, now.
Towns within a cheese making region
Towns, sometimes, have given their names because they were the market towns for the region. For example in England, the best example is Cheddar; in France there exist Camembert, Roquefort etc.
The type of milk
When varieties of cheese are made from whey, the word “whey” will be used on the labeling and description of the cheese so as to make it distinctive to the customer. Also, while using the milk of goat or sheep for cheese-making, the same name will often include wording to identify the cheese as containing particular milk e.g. “Zeiger” in Germany indicates that the cheese is made of goat’s milk; “Quark” in Germany indicates that the cheese is made from skimmed cow’s milk; “Pecorino” in Italy indicates that the cheese is made from sheep’s milk.
Type of Cheese
There are many varieties of cheese which are internally blue-molded and are similar in many ways. The word blue is being included in the name for the cheese e.g. in England: Blue Stilton, Dorset Blue; in France: Blue de Bresse, Blue d’Auvergue.
Similarly, there are cheeses which have a permitted colouring added to the cheese to make it distinctive from its competitors e.g. in England: Red Leicester, Red Cheshire and Red Windsor.
Appearance
A few varieties have a characteristic external appearance which is incorporated in its name e.g. in France: Tome au Raisin, Tome de Savoie are both semi-hard cheese covered with dried grape skins and pips. Originally, these small cheeses were placed in the debris (marc) from the making of wine where they were left to develop the flavour of grapes at little cost to the producer.
Addition of flavourings
Herbs, vegetables and spices are added to the cheese in some countries and then incorporated in the name of the cheese e.g. in England: Derby Sage, Sage Lancashire etc. Additives in continental cheese include herbs, caraway seeds, fennel etc. Fro example, in France, Poivre d’ane is a goat’s milk cheese flavoured with savory and rosemary, while Tomme au Fenouil is one flavoured with fennel. In Germany, Tilsit is flavoured with caraway seeds. In Italy, Peoato is flavoured with peppers.
Trade Names
Some well known cheese have been named by the firm’s trade name e.g. in England: St. Ivel; in Italy: Bel Paese. These firms produce a variety of cheese under their names.
Classification of Cheeses
Cheese may be classified under one or a combination of the following:
The Country of origin
It is helpful to be able to classify cheese in this way, so that cheeses from different countries may be featured on the menu or cheese board of a restaurant.
The method of manufacture
This system of classification is based on how the cheese has been manufactured, which in-turn determines the type of cheese produced. This classification identifies six main groups of cheeses – hard, semi-hard, soft, surface mould, surface slime and blue-veined (i.e. internal mould and includes acid coagulated cheeses). The important features in the manufacture of cheeses are:
1. The type of milk being used.
2. Whether the milk is ripened or not.
3. Whether rennet is added or not.
4. Whether the curd is scalded (stirred) or not.
5. Whether the cheese is pressed or not.
General aspects
The general appearance of a traditionally made cheese is important for the recognition of it. Cheese is recognized by:
1. Size
Traditionally, cheeses have always been made of the same size and shape; hence easily recognizable e.g. English Cheddar is usually made in the shape of a small drum being 13” high and 11” in diameter. The English Leicester is usually made in the shape of a wheel being 4” high and 18” in diameter.
2. Colour
The colour of the cheese–internally and externally–is another point of recognition e.g. the English Stilton has a wrinkled brown coat and a blue-veined creamy-white body. The Dutch Edam has a red wax coat and a rich straw coloured body.
3. Flavour
The flavour of the cheeses, when fully mature, is quite standardized, although only minor changes in the manufacture can affect the flavour considerably. The basic aspects of flavour such as cheese being mild, very rich, salty and tangy are usually quite evident to most people, but the description given by the cheese makers like “slightly nutty”, “mildly fruity” etc. needs experience to appreciate.
4. Texture
This is seen when examining the cut surface of a cheese and in greater detail, when cutting a portion of the cheese. Typical textures are hard, semi-hard, semi-hard with gas holes, rubbery, close, loose and crumbly, buttery and open.
Moisture content
Soft : Above 40-80% (e.g. in Camembert).
Hard : 20-40% (e.g. in Stilton).
Ripening
Cheeses are classified on the basis of ripening as Mild or Strong, Bacterial or Mould. The main classes of cheese are as under:
1. Unripened soft cheese (e.g. Cottage cheese, Cream cheese, Neufchatel).
2. Ripened in moulds by bacteria (e.g. Brie and Camembert).
3. Ripened by bacteria (e.g. Limburger).
4. Semi-hard, ripened by bacteria in moulds (e.g. Gorgonzola, Roquefort and Stilton).
5. Semi-hard, ripened by bacteria (Brick cheese, Munster).
6. Very hard cheese without gas holes (e.g. Cheddar, Edam, Gouda and Cheshire).
7. Very hard cheese with gas holes (e.g. Gruyere, Swiss cheese).
Manufacture
Basically cheese is made by forming a curd by the action of the enzyme rennin, or acid, upon pasteurized milk. This curd is then ripened by enzymes produced by the addition of a culture of microorganisms. During ripening, the constituents of the curd are modified to produce characteristic flavours and textures.
Heating the milk
The temperature should not be less than 10°C and should not exceed 65°C. The optimum temperature is 37°C (At 10°C, the cheese will be soft, while at 65°C, the cheese will be hard).
Curd formation
This is brought about by the addition of rennet (rennin), curd or lactic acid producing bacteria (Suitable cultures of microorganisms may be added at this stage to bring about ripening or souring of the milk).
This mixture may be held at varying temperatures during what is known as “setting” period which is 20-26°C (70-80°F) for soft cheeses and 30-32°C (86-90°F) for hard cheeses.
The setting temperature, the quantity of rennet added and the amount of acid produced by the microorganisms largely govern the rate at which the curd and whey separate, and also affect the texture of the curd.
Cutting the curd
The curd is then cut to remove moisture. Then the whey is separated – finer the curd is cut, greater is the whey separation.
Cooking the curd
Coking the curd helps in the removal of whey. The curd begins to compact and become elastic, rather than crumbly. During heating, the lactic producing bacteria increase. Higher the temperature, firmer the cheese becomes e.g. Cheddar becomes firm at a temperature of 38°C (100°F).
Separating the curd
All excess whey is finally removed from the curd.
Curd piling
The curd is cut into blocks and piled up. This allows the curd to form a solid mass and further development of the starter culture. The curd begins to develop characteristic properties of texture and flavour.
Milling and Salting
The now-dry curd is milled into small fragments and salt is added – either as fine salt or brine solution (Sometimes in aqueous solution which permits homogenous absorption). Salting influences many factors–flavour, moisture content and texture; also checks lactic acid formation by inhibiting acid producing organisms (also reducing risk of spoilage) and at the same time permits the development of specific ripening microorganisms.
Pressing the curd
Pressing the curd gives cheese its characteristic shape and texture. This cheese is called “Green cheese (Immature cheese)”.
Maturing (Ripening)
In this stage, the green or immature cheese develops the characteristic texture and flavour of its variety. The green cheese is placed in well ventilated rooms on racks. The temperature is maintained at 13°C and at a humidity of 80-90%. Then the bacteria, moulds etc. are added to bring about changes. The fresh cheese is covered with wax or other things to prevent the moisture loss.
Ripening is a change in the physical as well as chemical properties such as aroma, flavour, texture, composition etc. which occur between the time of precipitation of the curd and the time when the cheese develops its characteristics. Ripening is the process that converts freshly made curds into distinctive, flavourful cheese. This ripening is brought about by certain bacteria or moulds that are introduced during manufacture. Much of a final cheese’s final character is determined by the kind of ripening agent and the way it acts on the cheese. Cheeses can be classified by the kind of ripening agent and whether it ripens from inside or outside. Some examples include:
1. Bacteria ripened (from inside) : Cheddar, Swiss, Gouda, Parmesan etc.
2. Bacteria ripened (from outside) : Limburger, Liederkranz etc.
3. Mould ripened (from inside) : Blue cheeses inc. Roquefort, Stilton etc.
4. Mould ripened (from outside) : Brie, Camembert, St. Andre etc.
5. Unripened : Cottage cream, Baker’s cheese etc.
Following changes take place during ripening:
1. Lactose is converted to lactic acid.
2. Proteins are broken down to simpler components–amino acids.
3. Fats are converted to fatty acids.
4. CO2 is formed that produces holes, as in Emmental cheese.
5. Development of aroma/flavour.
6. Change in colour.
7. Change in texture–hard to soft–due to the action of bacteria or moulds (Brick – Bacteria, Stilton and Roquefort–Mould etc.).
Characteristics
The characteristics of the cheese depend upon the following factors:
1. Type of milk or milk fractions used (The percentage of fat present in the milk has an effect of the quality of the cheese produced. A low percentage of fat will produce a hard leathery type of cheese, whereas a high percentage of fat will produce a soft smoother cheese).
2. Temperature (High gives hard, while low gives soft cheese).
3. Acidity (Putrefactive bacteria, amount of lactic acid produced).
4. Humidity (It controls the growth of moulds).
5. Type of precipitation agent used in coagulating the milk.
6. Pressure used to remove the moisture.
7. Salt (Amount of salt added affects the growth of bacteria. It also acts as a preservative.)
8. Time of ripening.
9. Rennet will produce more elastic curd.
10. Light (whether exposed to sunlight or not).
11. Size of mold in which the cheese is made.
12. Type of microorganisms used.
Processed Cheese
Processed cheese is obtained by mixing green cheese with cured cheese of the same type, or blending different varieties of cheeses and then treating with heat and adding suitable emulsifying agent to it. Salt, acids, flavouring, colour etc. are also added and heated to approximately 65°C. When cheese is heated, further ripening is prevented. This processed cheese will be very mild. Processed cheese is a uniform product that doesn’t age or ripen like natural cheese. Thus, it keeps very well. It is usually very mild in flavour and has a gummy texture. Because of its melting quality and low price, it is often used in cooking.
The term “American Cheese” usually refers to processed cheese. Processed cheese food and processed cheese spread contain a lower percentage of cheese and more moisture than cheese.
Modification of the same processed cheese without heating and pasteurizing, but simply ground and mixed with flavourings and seasonings, to a spreading consistency, is known as “cold pack” or “club cheese”. In this, further ripening will take place. Processed cheese is very common; since it can be sliced and blended easily with other ingredients of the recipe.
Cooking of Cheese
Cheese is a protein food and like all other proteins, it is toughened by heat easily. All cheese dishes should be cooked at low temperatures, whatever the dish is. Whenever possible, cheese should be melted in a double boiler or chaffing dish, rather than over direct heat. When cheese is melted, it is cooked. Overcooking will produce some toughening effect as cooking at too high heat. Grate or chop cheese finely and dilute with some kind of starchy food such as flour, breadcrumbs, macaroni etc. will help in cooking properly. Adding a small pinch of sodium bicarbonate will soften cheese and prevent stringiness as well as makes it more digestible.
Cook by moist heat, whenever possible, or at least see that there is some moisture included in the dish. Where and when possible, add cheese only at the last moment to prevent overcooking.
Selection
The following points should be taken into consideration while selecting cheese:
1. The rind of the cheese should not have mildew or fungi on it.
2. There shouldn’t be an over-strong smell emanating from the cheese.
3. Semi-hard, hard and blue-veined cheeses, when cut, should not appear dry.
4. Soft and processed cheese, when cut, should not be watery; nor should be of a delicate creamy consistency.
Storage
All cheeses should be eaten fresh and in their prime conditions. For this, they must be stored correctly so that they reach the customer in a good condition, with a full flavour. Cheeses should be wrapped in separate clean polythene bags to prevent their drying out, and then stored at a temperature of 5-10°C (40-50°F). Before being served, the cheeses should be removed from the bags and placed in a room at normal temperature in order to have the full flavour maximized. Particular care must be taken for soft cheeses e.g. Brie, Camembert etc. as they can soon become over-ripe and unacceptable. Even hard and semi-hard cheese must be stored at low temperatures to avoid deterioration. Store cheese in their original wrapper, once they are opened and cut; cover with moist cloth or aluminium foil or plastic wrap to avoid drying out. The very hard cheeses like Parmesan and unprocessed cheeses don’t need to be refrigerated and may be kept in a clean, cool, dry storeroom. Blue cheeses require a lower temperature of around 4°C (38°F) and a higher relative humidity of 80%. Normally cheese should not be allowed to become dry and crumbly. Small pieces, weighing 1 pound or less of certain varieties like Brick, Camembert, Edam, Cheddar etc. can be frozen for 6-8 weeks. In general, the firmer and more aged the cheese, the longer it will keep.
Uses of Cheese
1. As a cheese course for lunch or dinner. (The cheese would be served to a customer on a cheese board containing U.K. cheeses only, French cheeses only or a variety of U.K. and continental cheeses. Serve cheese at room temperature as only at room temperature will the full flavours develops).
2. As a feature item on a cold buffet.
3. As a cooking cheese:
a. To add to a basic cream sauce to make a cheese sauce.
b. To serve as an accompaniment to soups and farinaceous dishes.
c. To serve sprinkled on dishes to be gratinated.
d. To serve on toast e.g. grilled, Welsh rarebit etc.
e. To include in salads, snacks etc.
Glossary of Cheese terms
Acid, Acidity A description of a pleasant tang; it can be a defect if too pronounced.
Ammoniated A term describing cheese smell of ammonia; a condition that afflicts the rinds of over-ripe cheese. A hint of ammonia is not necessarily objectionable.
Annatto A yellow-orange dye extracted from the seeds of a South American plant; used to colour such cheese as Cheddar, Edam etc.
Bloomy rind The white fleecy rind that develops on certain surface of ripened cheese like Brie, Camembert etc. It is formed by spraying of the surface of the cheese with spores of penicillium candidium, while it is curing.
Chevres The French term for Goat cheese.
Gummy A negative term used to describe an over-plastic texture, as well as over ripe rinds that have become sticky or gooey. Gumminess is undesirable in any context.
Salty Most cheeses have some degree of saltiness; those lacking in salt are said to be dull or flat. Pronounced saltiness is characteristic of some cheeses, but over saltiness is a defect.
Springy A descriptive term for cheese with a resilient texture that springs back when gently pressed. Ripe or neatly ripe soft–ripened varieties should be springy.
Brief description of some well known Cheese
Fresh and Soft Cheese
Ricotta An Italian fresh, Unripened cheese, made from the whey of cow’s milk. It is smooth and mild tasting, and used in a variety of sweet and savoury dishes including pizzas.
Curd cheese “Curd” is the general term given to all unripened cheeses made from the separated curds of cow’s or goat’s milk. It is used in cheese cakes and sweet and savoury fillings. It is also a popular base for dips and spreads.
Cottage cheese A lumpy, mild tasting curd cheese, often containing cream.
Mozzarella An Italian unripened curd cheese, originally made from buffalo’s milks, but now obtained exclusively from cow’s milk. It is soft cheese with a rather moist texture. It has a mild, creamy taste and is widely used as a cooking cheese-pizza, lasagna and toasted sandwiches.
Colwick A traditional cow’s milk cheese from England. Usually sold unsalted to be served as a dessert, but can be salted and used as a savoury cheese.
Coulommiers A French cheese made from cow’s milk. This, like Brie and Camembert, has a white rind and a soft interior. It is rich and creamy tasting and is usually made in small wheel shapes. It is a popular cheese for desserts and snacks.
Brie A French soft cheese made from cow’s milk. It has a creamy fruity taste and is delicious in snacks and as a filling for brioche. It is made in large, flat wheel shapes and there are many varieties. The thin crust is edible.
Camembert This world famous French cheese is made from cow’s milk and there are several varieties. It has a distinctive taste which varies from mild to pungent as it ages. An excellent dessert and snack cheese, it is made in small cylindrical shapes, which means that it can be brought as an individual cheese.
Tomme au raisin A French cheese made from cow’s milk and covered with grape pulp, skin and pips. The word “Tomme” is simply a dialect word for cheese from the Savoie region of France and there are many varieties. They usually have a fairly pronounced flavour and make excellent dessert cheeses. They are produced in small drum shapes.
Cream cheese A fresh, unripened cheese made from cow’s milk and usually foil wrapped.
Petit Munster A cow’s milk cheese from Alsace. Traditionally thought of being of as being French in origin, though there are several German varieties. It is made in wheel shapes and is good for snacks.
Boursin aux fines herbes A variety of Boursin coated with crushed black peppercorns which give the cheese a spicy taste, complementing its creamy interior.
Caboe A Scottish double cream cheese (with 60% fat) made from cow’s milk and rolled in oat meal. It has a fairly sweet flavour and goes well with fresh fruit.
Feta A soft Greek cheese usually made from ewe’s milk (sometimes from goat’s milk). It has a sharp and salty taste and is used in savoury stuffing and salads.
Semi-hard Cheese
Manchego Spain’s most famous cheese; this is made from ewe’s milk and has a creamy, firm textured interior, which sometimes has holes. It is strong tasting and ideal for snacks.
Dunlop A Scottish cheese made from cow’s milk; this is a Cheddar-type cheese with a rather bland, butter taste. In Scotland, it is often eaten with buttered oatcakes; otherwise it is a good snack cheese and is ideal for toasting.
Port Salut A French rinded cheese made from cow’s milk; it is good for desserts and snacks.
Cabrales Traditionally a goat’s milk cheese (though there are now ewe’s milk varieties), it is from the mountain regions of northern Spain. Made in cylinder shapes, it has a strong, pronounced taste and makes a good snack cheese.
Monterey Jack A Cheddar-type cheese, originating in Monterey, California, but now, also made in other parts of America. It is made from cow’s milk and has a rather bland taste with a smooth open texture. It is used in snacks, sandwiches and in recipes.
Colby A popular American Cheddar-type cheese from Colby, Wisconsin. It is a washed curd cheese (If the curds are washed thoroughly in cold water, the moisture content of the cheese is increased, making it mature more quickly). It is a mild cheese with a slightly granular texture and is popular in snacks and salads.
Saint Paulin A rinded French cheese made from cow’s milk, it can be bland or tangy, depending on its degree of ripeness and is similar in taste to Port Salut. It is a good snack and dessert cheese and is made in small wheel shapes.
Tilsit A firm textured cow’s milk cheese, originally from East Prussia, but now produced all over Europe. It has a tangy taste, and is a good cheese for desserts and sandwiches. It can be made either wheel or block shapes.
Gjetost A Norwegian whey cheese which can be made from either cow’s or goat’s milk. Rather fudge-like in appearance and taste. It is used in sauces, desserts and snacks.
Double Gloucester This cow’s milk cheese has a full flavour and is considered one of the great English cheeses. It is good for desserts and snacks and is made in cylinder shapes.
Cheddar England’s most famous cheese; this is made from cow’s milk and varies from mild to very sharp. It is packaged in many shapes.
Gruyere This famous cow’s milk cheese from Switzerland is similar to Emmental in appearance and nut like taste. Apart from being a good table cheese, it is much used in fondues, sauces and quiches. It is made in large wheel shapes.
Cantal A cow’s milk cheese from France; it is often referred to as French cheddar. Made in cylinder shapes. It is used in several regional dishes and is also a good all-purpose table cheese.
Lancashire A mild tasting cow’s milk cheese from England. It melts well and thus lends itself well to cooking (particularly toasting). It is made in cylinder or blocks shapes and can be sold as wedges.
Red Cheshire A cow’s milk cheese from England. It has a crumbly texture and is coloured with annatto dye. Its slightly salty taste makes it good snack cheese.
Fontina A cow’s milk cheese from the Piedmont region of Italy. It has a delicate nutty, slightly smokey taste and is much used fro fonduta (an Italian version of Spanish fondue) Bel Paese is also a very famous semi-soft cheese from Italy.
Leyden/ Leiden A Dutch semi-hard cheese covered with a dark yellow rind and then with red wax. It is made from whole or skimmed cow’s milk and contains caraway and cumin seeds. It is made in cylinder shapes. It goes well with gin and cocktails and makes a good snack cheese.
Gouda A world famous Dutch cheese made from cow’s milk, which can be eaten “fresh” or matured. It is made in wheel shapes.
Jarlsberg A Norwegian cheese ranging from white to light yellow, with large holes scattered throughout. It is made from cow’s milk and has a firm, buttery interior and a mild, nutty taste. It is covered with a thick rind and then with a yellow wax. It is used in landgang (the Norwegian version of a hero sandwich).
Edam A famous Dutch cheese made from cow’s milk and sold in ball shapes, coated with red wax.
Raolette A cow’s milk cheese from Switzerland with a mild, nutty taste. It gives its name to a traditional toasted cheese dish.
Leicester An English cheese made from cow’s milk and coloured with annatto dye. Made in cylinder shapes, it is a good snack cheese.
Emmental This famous Swiss cheese made from cow’s milk has a fairly sweet, nutty taste and can be used as a basis for fondues and toasted snacks.
Caerphilly A cow’s milk cheese from Wales with a mild, slightly sour taste. Usually made in cylinder shapes. It is a good snack and dessert cheese.
Wensleydale An English cheese made from cow’s milk. This is also made as a blue-veined type. White Wensleydale is traditionally eaten with apple pie and is made in cylinder and block shapes.
Hard, Blue and Smoked Cheese
Provolone An Italian curd cheese made from cow’s milk. A popular cooking cheese, it is often used in cannelloni and ravioli.
Parmesan/ Parmigiano One of Italy’s best known cheeses. Parmesan is one of the grana or granular types. It is cow’s milk cheese, made in large wheel shapes. When fully matured, it is used for grating and cooking. The very best of all granas is called Parmigiano Reggiano. It is the true Parmesan, is aged at least 2 years and is very expensive.
Sapsago/
Green Cheese/
Schabziger A Swiss cheese made from soured skimmed milk and whole milk. Sapsago is pale green due to the presence of clover which is added to the curd. It is a hard cheese which is normally grated before use, and makes a good all-purpose cooking cheese.
Pecorino A hard Italian grana cheese made from sheep’s milk. Pecorino, when fully matured, is used for grating in many pasta style dishes.
Sbrinz A Swiss grating cheese made from cow’s milk, this is a good all-purpose cooking cheese, made in large wheel shapes.
Gorgonzola Italy’s most famous blue-veined cheese, gorgonzola is considered as one of the best blue cheeses in the world. It has a strong and rich taste. It is good for desserts, snacks and salad dressings and when grated and grilled, can be used as a topping fro several foods.
Smoked Emmental Traditionally, made in long sausage shapes, it is used mainly as a snack cheese.
Roquefort Considered by many to be the king of cheeses, Roquefort is a sheep’s milk cheese from the Causes area in France. It is made in cylinder shapes and has a rich, strong taste. It is used as a table cheese, and also in salad dressings.
Mycella A Danish cheese made from cow’s milk, Mycella has blue-green veins. It is mainly used as a table cheese, but can also be used in salads and salad dressings
Blue Cheese
Bleu de Bresse A French creamy blue-veined cheese made from cow’s milk. It is soft-textured and has a rich taste. It is a good dessert cheese and is also used in fromage cardinal, a blend of cheese and paprika.
Dolcelatte A Gorgonzola-type cow’s milk cheese from Italy. Made in cylinder shapes.
Blue Castello A Danish double cream soft textured cheese made from cow’s milk.
Pipo crem A popular French blue-veined cow’s milk cheese made in long cylinder shapes.
Fourme d’ Ambert A French blue-veined cow’s milk cheese made in tall cylinder shapes.
Danish Blue (Danablu) A Danish cheese made from homogenized cow’s milk, it is soft textured and creamy with a fairly strong taste, and makes a good dessert cheese. It is made in wheel shapes.
Blue Stilton A semi-hard English blue-veined cheese made from cow’s milk, it comes in tall cylinder shapes.
Blue Cheshire A worthy rival to Stilton, Blue Cheshire is an English semi-hard cheese made from cow’s milk. It has a rich taste and is best served as a dessert cheese. It is made in cylinder shapes.
Bavarian Blue A double cream, soft textured blue-veined cheese from West Germany. Made from cow’s milk, it has a creamy texture and spreads well, making it good for sandwiches. It is made in small wheel shapes.
Blue Shropshire A new arrival amongst blue cheeses and made, not in Shropshire, England, rather in Scotland. It comes in cylinder shapes
According to legend, cheese was first made accidentally by a traveling shepherd, who carried milk in a pouch made from the stomach of a sheep. The combination of heat of the sun with the enzyme rennin present in the lining of the stomach curdled/separated milk into curd (a soft mass or junket) and whey. Curds are coagulated proteins (casein) known as cheese. This soft mass containing protein and fat was then drained to remove the excess liquid or whey and dried in the sun to form a harder mass which could be eaten fresh or salted and stored for later use when the food supplies were less plentiful.
Cheese may be defined as “the fresh or matured product made by coagulating any or a combination of any of the following substances, namely milk, cream, skimmed milk, partly skimmed milk, concentrated milk, reconstituted dried milk and butter milk, and then partially draining the whey, resulting from any such coagulation”. (This definition won’t be suitable for Whey cheese.)
Cheese Making is a very convenient method for converting a considerable part of the milk nutrients into a product that is less bulky, will keep well, is of a high nutritive value and is palatable and easily digestible.
There are over 400 varieties of cheese listed as being made in different parts of the world. They are made from a variety of different milks from animals like cow, sheep, goat, buffalo and others, by different methods of manufacture, are ripened for different periods of time in different conditions and are made in different sizes from a few ounces to the very large size of 70 lbs or more. They will also differ by colour, texture, hardness, odour and taste.
Cheese is one of the most highly concentrated of all protein foods. It is also readily digested. Experiments have shown that 90-99% of all cheese is digested. It is also a complete protein. Since approximately 10 liters of fluid milk is required to make 1 kg of cheese, cheese contains many of the nutrients of milk in highly concentrated form – milk proteins, fats, fat soluble vitamins and minerals.
Whole milk cheese contains the same properties as milk. Certain cheese such as blue veined are made out of skim milk and are therefore less nutritious.
Normally cow’s milk is used to make cheese, but certain well known cheeses are made from goat’s milk. The texture of the cheese from goat’s milk differs slightly from that of cow’s milk. It is more crumbly. Sheep’s milk can also be used. The quality of cheese depends to a great extent on the breed and the condition of the animal and the fodder given to it. Cheshire cheese is said to owe its fine flavour to the wild radish, on which the cow feeds, and its special nature is due to the mineral in the soil. Cheshire cheese, therefore, can’t be made in any other place as Cheddar cheese can.
Certain cheeses develop a blue vein on maturing. This is sometimes a purely natural development, often sporadic and unpredictable. Sometimes, fresh cheese is inoculated with pieces of blue cheese to catch the mould by contact. In some cases, special bacilli are introduced. The mould is sometimes strengthened by brushing the cheese clean while the skin is soft, dipping it in whey and then rubbing it slightly with butter. This is done once a day for 10-20 days. Sometimes, cheese is pierced with a copper wire.
Naming Cheese
The region
Most of the famous varieties have been taken from the region or country where the production of a particular type of cheese established a name for itself. For example England (Leicester, Wensleydale, and Dorset Blue) and Switzerland (Emmental) etc.
Although the name and the variety may still exist, the cheese may well be produced in a different region, now.
Towns within a cheese making region
Towns, sometimes, have given their names because they were the market towns for the region. For example in England, the best example is Cheddar; in France there exist Camembert, Roquefort etc.
The type of milk
When varieties of cheese are made from whey, the word “whey” will be used on the labeling and description of the cheese so as to make it distinctive to the customer. Also, while using the milk of goat or sheep for cheese-making, the same name will often include wording to identify the cheese as containing particular milk e.g. “Zeiger” in Germany indicates that the cheese is made of goat’s milk; “Quark” in Germany indicates that the cheese is made from skimmed cow’s milk; “Pecorino” in Italy indicates that the cheese is made from sheep’s milk.
Type of Cheese
There are many varieties of cheese which are internally blue-molded and are similar in many ways. The word blue is being included in the name for the cheese e.g. in England: Blue Stilton, Dorset Blue; in France: Blue de Bresse, Blue d’Auvergue.
Similarly, there are cheeses which have a permitted colouring added to the cheese to make it distinctive from its competitors e.g. in England: Red Leicester, Red Cheshire and Red Windsor.
Appearance
A few varieties have a characteristic external appearance which is incorporated in its name e.g. in France: Tome au Raisin, Tome de Savoie are both semi-hard cheese covered with dried grape skins and pips. Originally, these small cheeses were placed in the debris (marc) from the making of wine where they were left to develop the flavour of grapes at little cost to the producer.
Addition of flavourings
Herbs, vegetables and spices are added to the cheese in some countries and then incorporated in the name of the cheese e.g. in England: Derby Sage, Sage Lancashire etc. Additives in continental cheese include herbs, caraway seeds, fennel etc. Fro example, in France, Poivre d’ane is a goat’s milk cheese flavoured with savory and rosemary, while Tomme au Fenouil is one flavoured with fennel. In Germany, Tilsit is flavoured with caraway seeds. In Italy, Peoato is flavoured with peppers.
Trade Names
Some well known cheese have been named by the firm’s trade name e.g. in England: St. Ivel; in Italy: Bel Paese. These firms produce a variety of cheese under their names.
Classification of Cheeses
Cheese may be classified under one or a combination of the following:
The Country of origin
It is helpful to be able to classify cheese in this way, so that cheeses from different countries may be featured on the menu or cheese board of a restaurant.
The method of manufacture
This system of classification is based on how the cheese has been manufactured, which in-turn determines the type of cheese produced. This classification identifies six main groups of cheeses – hard, semi-hard, soft, surface mould, surface slime and blue-veined (i.e. internal mould and includes acid coagulated cheeses). The important features in the manufacture of cheeses are:
1. The type of milk being used.
2. Whether the milk is ripened or not.
3. Whether rennet is added or not.
4. Whether the curd is scalded (stirred) or not.
5. Whether the cheese is pressed or not.
General aspects
The general appearance of a traditionally made cheese is important for the recognition of it. Cheese is recognized by:
1. Size
Traditionally, cheeses have always been made of the same size and shape; hence easily recognizable e.g. English Cheddar is usually made in the shape of a small drum being 13” high and 11” in diameter. The English Leicester is usually made in the shape of a wheel being 4” high and 18” in diameter.
2. Colour
The colour of the cheese–internally and externally–is another point of recognition e.g. the English Stilton has a wrinkled brown coat and a blue-veined creamy-white body. The Dutch Edam has a red wax coat and a rich straw coloured body.
3. Flavour
The flavour of the cheeses, when fully mature, is quite standardized, although only minor changes in the manufacture can affect the flavour considerably. The basic aspects of flavour such as cheese being mild, very rich, salty and tangy are usually quite evident to most people, but the description given by the cheese makers like “slightly nutty”, “mildly fruity” etc. needs experience to appreciate.
4. Texture
This is seen when examining the cut surface of a cheese and in greater detail, when cutting a portion of the cheese. Typical textures are hard, semi-hard, semi-hard with gas holes, rubbery, close, loose and crumbly, buttery and open.
Moisture content
Soft : Above 40-80% (e.g. in Camembert).
Hard : 20-40% (e.g. in Stilton).
Ripening
Cheeses are classified on the basis of ripening as Mild or Strong, Bacterial or Mould. The main classes of cheese are as under:
1. Unripened soft cheese (e.g. Cottage cheese, Cream cheese, Neufchatel).
2. Ripened in moulds by bacteria (e.g. Brie and Camembert).
3. Ripened by bacteria (e.g. Limburger).
4. Semi-hard, ripened by bacteria in moulds (e.g. Gorgonzola, Roquefort and Stilton).
5. Semi-hard, ripened by bacteria (Brick cheese, Munster).
6. Very hard cheese without gas holes (e.g. Cheddar, Edam, Gouda and Cheshire).
7. Very hard cheese with gas holes (e.g. Gruyere, Swiss cheese).
Manufacture
Basically cheese is made by forming a curd by the action of the enzyme rennin, or acid, upon pasteurized milk. This curd is then ripened by enzymes produced by the addition of a culture of microorganisms. During ripening, the constituents of the curd are modified to produce characteristic flavours and textures.
Heating the milk
The temperature should not be less than 10°C and should not exceed 65°C. The optimum temperature is 37°C (At 10°C, the cheese will be soft, while at 65°C, the cheese will be hard).
Curd formation
This is brought about by the addition of rennet (rennin), curd or lactic acid producing bacteria (Suitable cultures of microorganisms may be added at this stage to bring about ripening or souring of the milk).
This mixture may be held at varying temperatures during what is known as “setting” period which is 20-26°C (70-80°F) for soft cheeses and 30-32°C (86-90°F) for hard cheeses.
The setting temperature, the quantity of rennet added and the amount of acid produced by the microorganisms largely govern the rate at which the curd and whey separate, and also affect the texture of the curd.
Cutting the curd
The curd is then cut to remove moisture. Then the whey is separated – finer the curd is cut, greater is the whey separation.
Cooking the curd
Coking the curd helps in the removal of whey. The curd begins to compact and become elastic, rather than crumbly. During heating, the lactic producing bacteria increase. Higher the temperature, firmer the cheese becomes e.g. Cheddar becomes firm at a temperature of 38°C (100°F).
Separating the curd
All excess whey is finally removed from the curd.
Curd piling
The curd is cut into blocks and piled up. This allows the curd to form a solid mass and further development of the starter culture. The curd begins to develop characteristic properties of texture and flavour.
Milling and Salting
The now-dry curd is milled into small fragments and salt is added – either as fine salt or brine solution (Sometimes in aqueous solution which permits homogenous absorption). Salting influences many factors–flavour, moisture content and texture; also checks lactic acid formation by inhibiting acid producing organisms (also reducing risk of spoilage) and at the same time permits the development of specific ripening microorganisms.
Pressing the curd
Pressing the curd gives cheese its characteristic shape and texture. This cheese is called “Green cheese (Immature cheese)”.
Maturing (Ripening)
In this stage, the green or immature cheese develops the characteristic texture and flavour of its variety. The green cheese is placed in well ventilated rooms on racks. The temperature is maintained at 13°C and at a humidity of 80-90%. Then the bacteria, moulds etc. are added to bring about changes. The fresh cheese is covered with wax or other things to prevent the moisture loss.
Ripening is a change in the physical as well as chemical properties such as aroma, flavour, texture, composition etc. which occur between the time of precipitation of the curd and the time when the cheese develops its characteristics. Ripening is the process that converts freshly made curds into distinctive, flavourful cheese. This ripening is brought about by certain bacteria or moulds that are introduced during manufacture. Much of a final cheese’s final character is determined by the kind of ripening agent and the way it acts on the cheese. Cheeses can be classified by the kind of ripening agent and whether it ripens from inside or outside. Some examples include:
1. Bacteria ripened (from inside) : Cheddar, Swiss, Gouda, Parmesan etc.
2. Bacteria ripened (from outside) : Limburger, Liederkranz etc.
3. Mould ripened (from inside) : Blue cheeses inc. Roquefort, Stilton etc.
4. Mould ripened (from outside) : Brie, Camembert, St. Andre etc.
5. Unripened : Cottage cream, Baker’s cheese etc.
Following changes take place during ripening:
1. Lactose is converted to lactic acid.
2. Proteins are broken down to simpler components–amino acids.
3. Fats are converted to fatty acids.
4. CO2 is formed that produces holes, as in Emmental cheese.
5. Development of aroma/flavour.
6. Change in colour.
7. Change in texture–hard to soft–due to the action of bacteria or moulds (Brick – Bacteria, Stilton and Roquefort–Mould etc.).
Characteristics
The characteristics of the cheese depend upon the following factors:
1. Type of milk or milk fractions used (The percentage of fat present in the milk has an effect of the quality of the cheese produced. A low percentage of fat will produce a hard leathery type of cheese, whereas a high percentage of fat will produce a soft smoother cheese).
2. Temperature (High gives hard, while low gives soft cheese).
3. Acidity (Putrefactive bacteria, amount of lactic acid produced).
4. Humidity (It controls the growth of moulds).
5. Type of precipitation agent used in coagulating the milk.
6. Pressure used to remove the moisture.
7. Salt (Amount of salt added affects the growth of bacteria. It also acts as a preservative.)
8. Time of ripening.
9. Rennet will produce more elastic curd.
10. Light (whether exposed to sunlight or not).
11. Size of mold in which the cheese is made.
12. Type of microorganisms used.
Processed Cheese
Processed cheese is obtained by mixing green cheese with cured cheese of the same type, or blending different varieties of cheeses and then treating with heat and adding suitable emulsifying agent to it. Salt, acids, flavouring, colour etc. are also added and heated to approximately 65°C. When cheese is heated, further ripening is prevented. This processed cheese will be very mild. Processed cheese is a uniform product that doesn’t age or ripen like natural cheese. Thus, it keeps very well. It is usually very mild in flavour and has a gummy texture. Because of its melting quality and low price, it is often used in cooking.
The term “American Cheese” usually refers to processed cheese. Processed cheese food and processed cheese spread contain a lower percentage of cheese and more moisture than cheese.
Modification of the same processed cheese without heating and pasteurizing, but simply ground and mixed with flavourings and seasonings, to a spreading consistency, is known as “cold pack” or “club cheese”. In this, further ripening will take place. Processed cheese is very common; since it can be sliced and blended easily with other ingredients of the recipe.
Cooking of Cheese
Cheese is a protein food and like all other proteins, it is toughened by heat easily. All cheese dishes should be cooked at low temperatures, whatever the dish is. Whenever possible, cheese should be melted in a double boiler or chaffing dish, rather than over direct heat. When cheese is melted, it is cooked. Overcooking will produce some toughening effect as cooking at too high heat. Grate or chop cheese finely and dilute with some kind of starchy food such as flour, breadcrumbs, macaroni etc. will help in cooking properly. Adding a small pinch of sodium bicarbonate will soften cheese and prevent stringiness as well as makes it more digestible.
Cook by moist heat, whenever possible, or at least see that there is some moisture included in the dish. Where and when possible, add cheese only at the last moment to prevent overcooking.
Selection
The following points should be taken into consideration while selecting cheese:
1. The rind of the cheese should not have mildew or fungi on it.
2. There shouldn’t be an over-strong smell emanating from the cheese.
3. Semi-hard, hard and blue-veined cheeses, when cut, should not appear dry.
4. Soft and processed cheese, when cut, should not be watery; nor should be of a delicate creamy consistency.
Storage
All cheeses should be eaten fresh and in their prime conditions. For this, they must be stored correctly so that they reach the customer in a good condition, with a full flavour. Cheeses should be wrapped in separate clean polythene bags to prevent their drying out, and then stored at a temperature of 5-10°C (40-50°F). Before being served, the cheeses should be removed from the bags and placed in a room at normal temperature in order to have the full flavour maximized. Particular care must be taken for soft cheeses e.g. Brie, Camembert etc. as they can soon become over-ripe and unacceptable. Even hard and semi-hard cheese must be stored at low temperatures to avoid deterioration. Store cheese in their original wrapper, once they are opened and cut; cover with moist cloth or aluminium foil or plastic wrap to avoid drying out. The very hard cheeses like Parmesan and unprocessed cheeses don’t need to be refrigerated and may be kept in a clean, cool, dry storeroom. Blue cheeses require a lower temperature of around 4°C (38°F) and a higher relative humidity of 80%. Normally cheese should not be allowed to become dry and crumbly. Small pieces, weighing 1 pound or less of certain varieties like Brick, Camembert, Edam, Cheddar etc. can be frozen for 6-8 weeks. In general, the firmer and more aged the cheese, the longer it will keep.
Uses of Cheese
1. As a cheese course for lunch or dinner. (The cheese would be served to a customer on a cheese board containing U.K. cheeses only, French cheeses only or a variety of U.K. and continental cheeses. Serve cheese at room temperature as only at room temperature will the full flavours develops).
2. As a feature item on a cold buffet.
3. As a cooking cheese:
a. To add to a basic cream sauce to make a cheese sauce.
b. To serve as an accompaniment to soups and farinaceous dishes.
c. To serve sprinkled on dishes to be gratinated.
d. To serve on toast e.g. grilled, Welsh rarebit etc.
e. To include in salads, snacks etc.
Glossary of Cheese terms
Acid, Acidity A description of a pleasant tang; it can be a defect if too pronounced.
Ammoniated A term describing cheese smell of ammonia; a condition that afflicts the rinds of over-ripe cheese. A hint of ammonia is not necessarily objectionable.
Annatto A yellow-orange dye extracted from the seeds of a South American plant; used to colour such cheese as Cheddar, Edam etc.
Bloomy rind The white fleecy rind that develops on certain surface of ripened cheese like Brie, Camembert etc. It is formed by spraying of the surface of the cheese with spores of penicillium candidium, while it is curing.
Chevres The French term for Goat cheese.
Gummy A negative term used to describe an over-plastic texture, as well as over ripe rinds that have become sticky or gooey. Gumminess is undesirable in any context.
Salty Most cheeses have some degree of saltiness; those lacking in salt are said to be dull or flat. Pronounced saltiness is characteristic of some cheeses, but over saltiness is a defect.
Springy A descriptive term for cheese with a resilient texture that springs back when gently pressed. Ripe or neatly ripe soft–ripened varieties should be springy.
Brief description of some well known Cheese
Fresh and Soft Cheese
Ricotta An Italian fresh, Unripened cheese, made from the whey of cow’s milk. It is smooth and mild tasting, and used in a variety of sweet and savoury dishes including pizzas.
Curd cheese “Curd” is the general term given to all unripened cheeses made from the separated curds of cow’s or goat’s milk. It is used in cheese cakes and sweet and savoury fillings. It is also a popular base for dips and spreads.
Cottage cheese A lumpy, mild tasting curd cheese, often containing cream.
Mozzarella An Italian unripened curd cheese, originally made from buffalo’s milks, but now obtained exclusively from cow’s milk. It is soft cheese with a rather moist texture. It has a mild, creamy taste and is widely used as a cooking cheese-pizza, lasagna and toasted sandwiches.
Colwick A traditional cow’s milk cheese from England. Usually sold unsalted to be served as a dessert, but can be salted and used as a savoury cheese.
Coulommiers A French cheese made from cow’s milk. This, like Brie and Camembert, has a white rind and a soft interior. It is rich and creamy tasting and is usually made in small wheel shapes. It is a popular cheese for desserts and snacks.
Brie A French soft cheese made from cow’s milk. It has a creamy fruity taste and is delicious in snacks and as a filling for brioche. It is made in large, flat wheel shapes and there are many varieties. The thin crust is edible.
Camembert This world famous French cheese is made from cow’s milk and there are several varieties. It has a distinctive taste which varies from mild to pungent as it ages. An excellent dessert and snack cheese, it is made in small cylindrical shapes, which means that it can be brought as an individual cheese.
Tomme au raisin A French cheese made from cow’s milk and covered with grape pulp, skin and pips. The word “Tomme” is simply a dialect word for cheese from the Savoie region of France and there are many varieties. They usually have a fairly pronounced flavour and make excellent dessert cheeses. They are produced in small drum shapes.
Cream cheese A fresh, unripened cheese made from cow’s milk and usually foil wrapped.
Petit Munster A cow’s milk cheese from Alsace. Traditionally thought of being of as being French in origin, though there are several German varieties. It is made in wheel shapes and is good for snacks.
Boursin aux fines herbes A variety of Boursin coated with crushed black peppercorns which give the cheese a spicy taste, complementing its creamy interior.
Caboe A Scottish double cream cheese (with 60% fat) made from cow’s milk and rolled in oat meal. It has a fairly sweet flavour and goes well with fresh fruit.
Feta A soft Greek cheese usually made from ewe’s milk (sometimes from goat’s milk). It has a sharp and salty taste and is used in savoury stuffing and salads.
Semi-hard Cheese
Manchego Spain’s most famous cheese; this is made from ewe’s milk and has a creamy, firm textured interior, which sometimes has holes. It is strong tasting and ideal for snacks.
Dunlop A Scottish cheese made from cow’s milk; this is a Cheddar-type cheese with a rather bland, butter taste. In Scotland, it is often eaten with buttered oatcakes; otherwise it is a good snack cheese and is ideal for toasting.
Port Salut A French rinded cheese made from cow’s milk; it is good for desserts and snacks.
Cabrales Traditionally a goat’s milk cheese (though there are now ewe’s milk varieties), it is from the mountain regions of northern Spain. Made in cylinder shapes, it has a strong, pronounced taste and makes a good snack cheese.
Monterey Jack A Cheddar-type cheese, originating in Monterey, California, but now, also made in other parts of America. It is made from cow’s milk and has a rather bland taste with a smooth open texture. It is used in snacks, sandwiches and in recipes.
Colby A popular American Cheddar-type cheese from Colby, Wisconsin. It is a washed curd cheese (If the curds are washed thoroughly in cold water, the moisture content of the cheese is increased, making it mature more quickly). It is a mild cheese with a slightly granular texture and is popular in snacks and salads.
Saint Paulin A rinded French cheese made from cow’s milk, it can be bland or tangy, depending on its degree of ripeness and is similar in taste to Port Salut. It is a good snack and dessert cheese and is made in small wheel shapes.
Tilsit A firm textured cow’s milk cheese, originally from East Prussia, but now produced all over Europe. It has a tangy taste, and is a good cheese for desserts and sandwiches. It can be made either wheel or block shapes.
Gjetost A Norwegian whey cheese which can be made from either cow’s or goat’s milk. Rather fudge-like in appearance and taste. It is used in sauces, desserts and snacks.
Double Gloucester This cow’s milk cheese has a full flavour and is considered one of the great English cheeses. It is good for desserts and snacks and is made in cylinder shapes.
Cheddar England’s most famous cheese; this is made from cow’s milk and varies from mild to very sharp. It is packaged in many shapes.
Gruyere This famous cow’s milk cheese from Switzerland is similar to Emmental in appearance and nut like taste. Apart from being a good table cheese, it is much used in fondues, sauces and quiches. It is made in large wheel shapes.
Cantal A cow’s milk cheese from France; it is often referred to as French cheddar. Made in cylinder shapes. It is used in several regional dishes and is also a good all-purpose table cheese.
Lancashire A mild tasting cow’s milk cheese from England. It melts well and thus lends itself well to cooking (particularly toasting). It is made in cylinder or blocks shapes and can be sold as wedges.
Red Cheshire A cow’s milk cheese from England. It has a crumbly texture and is coloured with annatto dye. Its slightly salty taste makes it good snack cheese.
Fontina A cow’s milk cheese from the Piedmont region of Italy. It has a delicate nutty, slightly smokey taste and is much used fro fonduta (an Italian version of Spanish fondue) Bel Paese is also a very famous semi-soft cheese from Italy.
Leyden/ Leiden A Dutch semi-hard cheese covered with a dark yellow rind and then with red wax. It is made from whole or skimmed cow’s milk and contains caraway and cumin seeds. It is made in cylinder shapes. It goes well with gin and cocktails and makes a good snack cheese.
Gouda A world famous Dutch cheese made from cow’s milk, which can be eaten “fresh” or matured. It is made in wheel shapes.
Jarlsberg A Norwegian cheese ranging from white to light yellow, with large holes scattered throughout. It is made from cow’s milk and has a firm, buttery interior and a mild, nutty taste. It is covered with a thick rind and then with a yellow wax. It is used in landgang (the Norwegian version of a hero sandwich).
Edam A famous Dutch cheese made from cow’s milk and sold in ball shapes, coated with red wax.
Raolette A cow’s milk cheese from Switzerland with a mild, nutty taste. It gives its name to a traditional toasted cheese dish.
Leicester An English cheese made from cow’s milk and coloured with annatto dye. Made in cylinder shapes, it is a good snack cheese.
Emmental This famous Swiss cheese made from cow’s milk has a fairly sweet, nutty taste and can be used as a basis for fondues and toasted snacks.
Caerphilly A cow’s milk cheese from Wales with a mild, slightly sour taste. Usually made in cylinder shapes. It is a good snack and dessert cheese.
Wensleydale An English cheese made from cow’s milk. This is also made as a blue-veined type. White Wensleydale is traditionally eaten with apple pie and is made in cylinder and block shapes.
Hard, Blue and Smoked Cheese
Provolone An Italian curd cheese made from cow’s milk. A popular cooking cheese, it is often used in cannelloni and ravioli.
Parmesan/ Parmigiano One of Italy’s best known cheeses. Parmesan is one of the grana or granular types. It is cow’s milk cheese, made in large wheel shapes. When fully matured, it is used for grating and cooking. The very best of all granas is called Parmigiano Reggiano. It is the true Parmesan, is aged at least 2 years and is very expensive.
Sapsago/
Green Cheese/
Schabziger A Swiss cheese made from soured skimmed milk and whole milk. Sapsago is pale green due to the presence of clover which is added to the curd. It is a hard cheese which is normally grated before use, and makes a good all-purpose cooking cheese.
Pecorino A hard Italian grana cheese made from sheep’s milk. Pecorino, when fully matured, is used for grating in many pasta style dishes.
Sbrinz A Swiss grating cheese made from cow’s milk, this is a good all-purpose cooking cheese, made in large wheel shapes.
Gorgonzola Italy’s most famous blue-veined cheese, gorgonzola is considered as one of the best blue cheeses in the world. It has a strong and rich taste. It is good for desserts, snacks and salad dressings and when grated and grilled, can be used as a topping fro several foods.
Smoked Emmental Traditionally, made in long sausage shapes, it is used mainly as a snack cheese.
Roquefort Considered by many to be the king of cheeses, Roquefort is a sheep’s milk cheese from the Causes area in France. It is made in cylinder shapes and has a rich, strong taste. It is used as a table cheese, and also in salad dressings.
Mycella A Danish cheese made from cow’s milk, Mycella has blue-green veins. It is mainly used as a table cheese, but can also be used in salads and salad dressings
Blue Cheese
Bleu de Bresse A French creamy blue-veined cheese made from cow’s milk. It is soft-textured and has a rich taste. It is a good dessert cheese and is also used in fromage cardinal, a blend of cheese and paprika.
Dolcelatte A Gorgonzola-type cow’s milk cheese from Italy. Made in cylinder shapes.
Blue Castello A Danish double cream soft textured cheese made from cow’s milk.
Pipo crem A popular French blue-veined cow’s milk cheese made in long cylinder shapes.
Fourme d’ Ambert A French blue-veined cow’s milk cheese made in tall cylinder shapes.
Danish Blue (Danablu) A Danish cheese made from homogenized cow’s milk, it is soft textured and creamy with a fairly strong taste, and makes a good dessert cheese. It is made in wheel shapes.
Blue Stilton A semi-hard English blue-veined cheese made from cow’s milk, it comes in tall cylinder shapes.
Blue Cheshire A worthy rival to Stilton, Blue Cheshire is an English semi-hard cheese made from cow’s milk. It has a rich taste and is best served as a dessert cheese. It is made in cylinder shapes.
Bavarian Blue A double cream, soft textured blue-veined cheese from West Germany. Made from cow’s milk, it has a creamy texture and spreads well, making it good for sandwiches. It is made in small wheel shapes.
Blue Shropshire A new arrival amongst blue cheeses and made, not in Shropshire, England, rather in Scotland. It comes in cylinder shapes
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