THE DEVELOPMENT TEAM

Principal Investigator Prof. S. P. Bansal,

Vice Chancellor, Indira Gandhi University, Rewari

Co-Principal Investigator Dr. Prashant K. Gautam,

Director, UIHTM, Panjab University, Chandigarh

Paper Coordinator Prof. Ashish Dahiya Director, IHTM

Maharshi Dayananad University, Rohtak, Haryana

Content Writer Ms. Shelley Duggal IHTM Maharshi Dayananad University, Rohtak, Haryana

Content Reviewer Prof. S.C. Bagri Director, Centre for Mountain Tourism & Hospitality Studies

HNB Garhwal University, Uttarakhand

Paper 06: Hotel Housekeeping

Module 17: Linen Operations

ITEMS DESCRIPTION OF MODULE

Subject Name Tourism & Hospitality

Paper Name Hotel Housekeeping

Module Title Linen Operations

Module Id Module no-17

Pre- Requisites Basic knowledge of Linen Room

Objectives To understand the concept of linen Room and its various

Operations.

Keywords Linen, Linen Room, Linen Operations, Linen Room Activities

TABLE OF CONTENTS

1) Learning Outcomes

2) Introduction

3) Linen Room & Its Layout

4) Linen Room Activities

5) Linen Room Requirements

6) Classification Of Linen

7) Linen Exchange

8) Linen Control Procedures & Records

9) Purchase Of Linen

10) Linen Hire

11) Recycling Of Discarded Linen

12) Summary

QUADRANT – I

LEARNING OUTCOMES

After completing this module students will be able to:

I. Identify and describe different activities of linen room.

II. Understand the layout of linen room & different types of equipment used in linen

room.

III. Identify different linen item & criteria for selection of various linen item.

IV. Understand the various linen control procedures.

V. Learn the procedures of purchase of linen

VI. Discuss linen hire concept with its merits & demerits.

VII. Identify the ways of discarding linen.

LINEN OPERATIONS

INTRODUCTION

The term ‘linen’, in a technical sense, is the stem fibre extracted from the cultivated plant

called flax, which is spun into yarn and woven into fabric. In a commercial sense, the present

day usage of the term linen includes all fabrics that are used in the hospitality industry. Linen

is the base for most of the functions of housekeeping department. It is the second largest

expense of housekeeping department. Linen is very expensive to replace, hence it is

necessary that its maintenance, storage and laundering should be done properly so that its life

could be extended. Soiled, worn, or creased linen leave a bad impression of the cleaning

standards in a hotel. Guests dissatisfied by this may be lost forever. Hence linen and laundry

management is of utmost importance for the hotel because it ensures that large volumes of

soiled linen are washed and treated so as to look neat, smell fresh, and feel crisp and that they

are disbursed at the right time and to the right place. Cleaning of linen can be done either on

or off the hotel premises. Hotels whose laundry output is sufficiently high and which have

adequate space available opt for on-premises laundry (OPL).

THE LINEN ROOM

Linen is a central depot for all hotel linen. It is the place where all clean articles of linen are

stored and distributed to other departments of the hotel for use. Usually there is a uniform

section in the linen room which takes care of all the uniforms of the hotel. However in large

organizations, where each uniform is specially designed, they have a separate uniform room.

In such hotels, linen room exists in close association with the uniform room. Linen room

comes under the control of a supervisor who is responsible for the issuance of fresh linen and

receiving soiled linen.

Linen Room Types

There are two types of linen rooms-centralized and decentralized.

Centralized Linen Room: in this system, linen from all floors are collected and sorted in

one central area. The linen room supervisor has complete control over the linen room. All

linen issues and receipts go out from there.

Decentralized Linen Room: in this system, each floor maintains its own stock of linen. As

and when necessary, these are replenished from the main linen room. The linen par is stored

in floor pantries, and the floor supervisors are responsible for maintaining the par level. This

system works well in hotels that have a large number of floors. The system is also used in

resorts, where rooms are spread out across a large expanse of area.

Hours of Operation

This varies from one organization to another but is usually from 7a.m. to 7 p.m. or at least for

10 hours in the day. When locked, the keys are kept with the Security or the Resident

Manager or the Housekeeper. In the event of an urgent requirement of linen during the night,

the Duty Manager or the Night House person may remove items from an emergency store or

from the main Linen Room and leave a note with details of what has been removed.

Location

The linen room should be located:

LAYOUT OF LINEN ROOM

Adjacent to the laundry if on-premises, usually with an interconnecting door between

the rooms.

Near the service center if the laundry is off-premises.

Near the service elevator for easy transportation to various units.

Away from the food production area to avoid a fire hazard as well as prevent linen

from absorbing food odors, smoke, soot and dampness.

ACTIVITIES IN THE LINEN ROOM

The following activities are associated with linen room:

1. Collection and Transportation

This activity involves the collection of soiled linen from various areas of the hotel e.g.

guestrooms, f & B service area etc. and transportation to the laundry area. It is a vital

activity when laundry services are on outside contract and is carried out through

chutes, canvas bags, trolleys, collapsible wire carts, skips etc. Guest laundry is also

collected and marked for sending off-premises for cleaning.

2. Sorting and counting

Sorting is carried out to make the laundry process easy and simple. Linen is sorted

according to the size, texture, stains and color. Linen is counted in order to make a

record so that issuing to departments may be accurate and it is possible to tally the

exchange of linen between the linen room and the laundry and a basis for billing

requirements.

3. Packaging

Linen articles are packed in linen sacks to prevent any kind of damage. Those linen

articles which needs extra attention (heavily soiled or stain) requires mending process

can be segregated in different color coded sacks.

4. Checking and inspection

Checking the quantity to ensure that the amount of fresh linen issued in the exchange

tallies with the amount of soiled linen articles received. Inspection of the quality wash

i.e. stains and dirt removed, no damages, no loss of shape or color, no blue streaks or

patch from the optical brightener, properly ironed.

5. Dispatch

This is mostly applicable to hotels which have off-premises laundry. The time for

dispatch is usually fixed so that fresh linen can also be received on time and it does

not hamper servicing of rooms or linen which is required in restaurant, spa etc.

6. Storage

The linen article which is checked and inspected needs to be stored properly if it is not

be used immediately or becomes the part of circulation. It is needed to be stored in

dry conditions where humidity level is not high and at a very hygienic place, so that

the linen article does not carry nay foul or musty smell.

7. Distribution

The linen which is laundered is distributed to different areas of need at a stipulated

time for the smooth functioning of operations.

8. Monogramming

Linen which belongs to the hotel needs to be monogrammed so that it is not

misplaced and extra caution is given to maintain the linen.

9. Repairs and Alters

The maintenance of the linen requires constant repairs and alteration according to the

requirement which is offered by the linen room.

10. Stocktaking and Record

Many records are entered on a day to day basis for the exchange of linen between the

linen room, laundry and floors/departments. Purchase records are essential and

records of condemned linen and makeovers are usually maintained. Periodical

stocking is carried out and the annual stocktaking is recorded in the stock register,

thereby providing the value of linen as an asset.

11. Security

It is important that the access to the linen is restricted so as to prevent misuse and

pilferage. Linen is also prone to fire breakouts hence, precautionary measures are

taken to prevent this. The linen room is strictly a non-smoking area.

LINEN ROOM REQUIREMENTS

The following are some of the requirements of the linen room:

1. Storage shelves both open and closed

2. Hanging space

3. Reserve Stock storage

4. Drop counter for exchange of linen ( stable-type door)

5. Trollies for transport of clean linen and soiled linen

6. Soiled linen hampers

7. Linen keeper’s desk and storage space for records

8. Telephone and computer

9. Stepladder

10. Washbasin

11. Storage for materials required to clean the room

12. Sink and drying rack (optional)

13. Iron and ironing board

14. Area for accumulation of soiled linen

15. Area for receiving laundered linen

16. Area for sorting and counting of linen

17. Sewing section

18. Work tables (with table tops in contrast to white)

19. Traffic lane to laundry

20. Traffic lane to uniform room

In planning of the linen room for proper operation the following must be considered

1. Architectural features

2. Hygiene and safety aspects

3. Activity areas

CLASSIFICATION OF LINEN

These are explained below:

1. Bed Linen

a. Bed sheets

It should be made up of non-crease fabric, comfortable, easy to be laundered and

retain its appearance.

The fabric should not lose color in repeated washes or give a faded appearance after

wash.

Various superior quality blends can be used like linen or union (a blend of cotton and

linen).

A bed sheet should be large enough to be tucked in from all side of mattress.

It should not shrink.

b. Pillowcases

They are generally made up from the same fabric like

bed sheets.

The size of the pillowcase will depend on the size of the

pillow. It will be 2 or 4 inches more to allow for

shrinkage and a perfect fit

c. Blankets

It should be soft, smooth and resilient and not too heavy or expensive .

Woolen blankets are easily attacked by insects hence, to eradicate this limitation they

are made up by mixture of wool and synthetic fiber.

Electric blankets are not used as they are difficult to maintain.

2. Soft Furnishing

a. Duvets

Duvets are fast replacing blanket in hotels. They consist of a filling sandwiched or

stitched in a fabric case with a changeable cover. The fillers may be duck/goose

down, a feather mix or a combination of the two.

Duvet can also have synthetic filling

which are usually of polyester fibers.

These duvets are usually light in weight so

it can be easily laundered.

It is accompanied by duvet cover which

covers the duvet completely.

Duvet cover should be soft and easy in

laundering usually made up of cotton or

cotton blend.

b. Bedspread/Bedcover/Counterpane

The bedspread covers the overall bed. It is

available in various color, pattern and size.

The fabric should drape well and not crease easily.

The fabric should be durable and easy for laundering and constant use.

The color chosen should match the theme of the room.

Curtains/Draperies

A curtain is a piece of cloth that hangs down from above a window and can be used to

cover the window.

Curtains are used to block the intensity of sunlight during the daytime and streetlights

in the nighttime to ensure privacy.

It should be made of material which do not get soiled easily or collect dust, washable,

resistant to sunlight, flame retardant, abrasion resistance and should possess the

quality of Drapabilty.

In hotels, curtains of different colors and sizes are used.

Fabrics used can be of glass fiber, wool and acrylic as these are fire retardant. Silk can

also be used but it is expensive and is mostly used in luxury hotels.

c. Cushion Covers and Upholstery

The cushion fabric used should not soil easily; have to be non-slippery and easily

washable.

Upholstery fabric should be strong, resistant to soiling, closely woven, resistant to

snagging, and should not have static property. In most cases, the fabric has a jute

backing.

3. Bath Linen

Bath linen comprises of bath towels, bath sheets, hand towel, face towel, bathmats,

shower curtains etc.

The fabric should be absorbent, soft and durable. Material used should be cotton or

linen, huckaback weave is most suitable.

The pile type used is uncut pile as it has more area of absorbency.

The selvedge for toweling should be firmly woven.

3. Table Linen

These include underlays, table cloth, slip cloth, napery, shirts, frills and runners,

waiter’s cloth etc.

a. Table Cloth

It should be stain resistant, color fastening and easily laundered. It is generally made

up of linen, polycot, linen-cotton damask. The size of the tablecloth must be

sufficiently large to hang 9 inches below the table edge. Some percentage for

shrinkage should also be taken into consideration.

b. Slip Cloth

These are placed over the tablecloth to give a contrasting effect.

c. Underlays

Baize or any other felted material is suitable for these. Molten is a cheaper alternative.

d. Skirts, Frills and Runners

These are generally used in banquet halls. They should also be stain resistant with the

quality of drapability. Satins made of synthetic fibers are used as they are durable and

colorfast

e. Waiter’s Cloth

Material used is 100% casement or damask as it is more durable, absorbent.

SELECTION CRITERIA FOR VARIOUS LINEN ITEMS

Criteria which should be kept in mind while selecting linen is as follows:

Strength The strength of material will depend on the type of fiber used. The type of weave

which is used in forming of the fabric also determines the strength of the fabric. The artificial

or synthetic fiber like polyester and acrylic are considered to have more strength than the

natural one like cotton and wool. The selvedge also provided strength to the fabric.

Comfort Fabric should be absorbent when it comes in contact of the body. Cotton material

has very high absorbency compared to synthetics. The linen should have softness and light in

weight.

Laundering Linen when washed can be easy processed in less time. Synthetic material takes

less time and requires lower temperature and less number of wash cycles than natural fabric.

Cotton material develop large amount of creases and takes more time to get ironed.

Color It adds appeal to the particular area but we should be keep in mind that the color

should not fade ,should have a good life span at the same time .Colored fabric should be

checked for dye stability. Dark colored fabrics show dust and lighter marks; whereas light

colored ones show dirt and stains occur more prominently. The color chosen must also be

easily available for future use or replacement.

Pattern and Texture Pattern should be such that it can hide marks. Mottled pattern can hide

more marks .It should also suit the theme of that area also.

Shrinkage Synthetics do not shrink, whereas natural fibers shrink about 6-8 percent unless

they are treated or sanforised. Wool loses its shape if not carefully laundered.

Flame Retardancy Wool is naturally flame retardant, synthetic fabric used which is fire

retardant is known as Teklan. Flame retardant fabric can be used for drapery, upholstery, and

carpets.

Thermal Insulation The difference between two layers and the warmth of a fabric used in

blankets is determined by its thermal insulation properties, which is measured in units called

‘togs’. This must be checked for blankets. Curtains also help in maintaining the temperature

of a room to some extent.

LINEN EXCHANGE

Linen is provided for rooms and F&B areas following one of these four procedures:

Fresh-for-soiled/one-for-one under this method linen is provided to the areas only when

they return back the equivalent quantity of soiled linen. Uniforms are usually exchanged by

this method.

Set Amount in this system, a set amount is provided on a daily basis.

Topping Up this is the bringing up of the stock to the optimum level at periodic intervals or

whenever it falls short of the predetermined optimum.

Requisition this method is mostly used for banquet linen, where the requirements may vary

from day to day. A requisition slip is filled in, on the basis of which linen is provided.

Room Linen Exchange Procedure

1) Room linen is either directly received by the laundry or by the linen room.

2) In either case, the Floor Supervisor physically counts each soiled item on the floor and

enters the figures into the Room Linen contract sheet.

3) Two copies of the room linen control sheet are sent with the hamper of soiled linen to the

laundry or Linen Room.

4) The Laundry Supervisor or Linen Supervisor, whoever is responsible, recounts the soiled

linen brought down and verifies with the Room Linen Control Sheet. The concerned

supervisor then stamps “Received” after the tally and returns one copy while the third copy is

retained by him/her. If the Laundry Supervisor is directly receiving the laundry he/she then

sends the second copy to the Linen Supervisor while retaining the third copy of him.

5) Against the Room Linen Control Sheet the Linen Supervisor issues fresh linen on a one to

one basis. In case the Linen Room is short of fresh linen at the point of time then he/she

enters the balance due on the Room Linen Control Sheet and issues the shortfall in the next

lot.

Uniform Exchange Procedure

1) In case of a new employee, uniforms are issued against a specific authorization letter

received from the Personal Department.

2) For regular employees ensure that they have arrived at the stipulated time.

3) Check uniforms for damages.

4) Issue fresh uniforms strictly on a one to one basis ensuring the uniform is of the correct

size and name if the uniform is specially tailored for a person.

Restaurant Linen Exchange Procedure

1) Make sure that the F&B employee exchanging linen has come in the stipulated time as

restaurant linen articles are exchanged at stipulated timings.

2) Check soiled linen received for damages.

3) Count every item, verify with the Food and Beverages Linen Exchange Form.

4) Enter the figures into a Linen Exchange Register especially kept for food and beverages

outlets.

5) Give the same number of fresh items in exchange and enter the figures in the Linen

Exchange Register.

6) Forward the soiled linen to Laundry for washing by physically counting each item in front

of the Laundry Supervisor.

Linen Control Procedures and Records

Control of linen is an important task to manage the operations, it basically falls into three

areas of activities:-

1) Hygienic standards and appearance of linen

2) Daily routine exchange of linen between floors and departments linen room and laundry.

3) Purchase details, inventories and stock taking records.

Checklist to Reduce Damage

Dropping large bundles of linen down the chute causes damage by abrasion against

the sides of chute.

Knifes and pointed tools should not be whipped with table cloth or waiter’s cloth it

can damage the cloth fiber.

Careful handling of linen is required when stripping out from the bed.

All the dusters should be coded properly for specific area use; adequate dusters

should be given to the staff for cleaning.

Hotel should provide tissues and shoe shine pads in the guest rooms.

Control the use of excessive bleach in the laundry process as it weakens the fabric,

check and supervise the laundry is on-premises.

Insufficient stock and poor rotation of linen shortens the life span of the linen article

as it does not have rest period.

Adequate inspection should be given to torn articles which should be mended

immediately.

Stained articles should be treated immediately.

Care must be taken on reserve stock to ensure that it does not develop marked folds

or is attacked by pests.

Frequent inspection of laundry baskets bins and trolleys, chutes as well as storage

spaces to detect protruding nails or sharp edges/splinters.

Sufficient care of damp area for linen causes mildew (black spots on cloth) thus

causing eventual tear and spoilage of linen.

Stocktaking Procedures and Records

Stocktaking is the physical inventory of the linen.

Taking of inventory for each article is carried out at periodic intervals or at the time

of ‘closing of books’.

Exact entry for inventory is recorded so that the overages and shortages can be

determined from the difference between the

physical count of balances and the balances

appearing in the account inventory ledger.

Physical counting is done in three months.

The discards are stamped ‘condemned’ and kept

separately.

Now the counted total inventory must be

conducted in the presence of the housekeeper.

Stocktaking for uniforms, restaurant linen can be done on a separate days.

PURCHASE OF LINEN

Purchase of linen is usually done by the purchase department and the requirement is made by

the housekeeping department. There are mainly three areas which should be looked properly.

1. Quantity

2. Quality

3. Size

Important Points to be considered for Linen Purchase

1. Estimate the quantity of linen for the purchase of linen. It should be accurate so that the

items are not purchased in excess.

2. Accurate specifications must be provided when placing orders, especially with sizes.

3. Take samples of linen and test for amount of ‘dressing’ that falls out from the fabric when

rubbed together.

4. Also check the samples for laundering effects like shrinkage, loss of shape, color.

5. Large orders should be marked or monogrammed by the supplier.

6. The stitching of material should be strong with firm smooth weave and strong selvedge.

7. Orders should be placed well in advance so that specifications may be met with the

requirement.

8. Storage space should be checked for large quantity order.

9. A Purchase Index Card must be maintained for every linen item in stock.

10. A good rapport with the supplier is essential with regard to credit facilities.

11. Mode of transport should be checked with the supplier.

12. In case the quality of the linen is not accurate, proper dealing of replacement of linen

with no extra payment should be the part of contract.

13. Select a supplier on the same level as your establishment preferably with a

recommendation.

LINEN HIRE

Hiring linen is not popular in India but many hotels in other parts of the world do not

purchase linen, they are comfortable in hiring laundered linen. Thus, it is a contract with a

company which provides laundered linen on rent.

Advantages

1) Purchase of initial investment for linen articles is eliminated.

2) Laundering of linen is not required.

3) No storage space is required.

4) No appointment of staff required which means saving in paying salaries.

5) Purchase function is eliminated as there is no need to order line.

6) Repairing of linen is not the responsibility of the hotel.

7) Linen hire charges may not be greater than the combined depreciation and laundering

costs.

Disadvantages

1) Individuality is not maintained as it is the owned linen of the hotel.

2) There is always limitation for the choice of linen.

3) Linen cannot be cut down or reused.

4) Any damages or large permanent stain is to be paid for usually at higher rate.

5) The hotel is completely dependent on the hiring company.

6) Hotel does not have any control on the quality of the linen.

7) Linen flow may get affected by the bad weather or strikes causing a breakdown in

operations.

8) There is loss of linen which remains unused during low occupancy but the charges fot that

period of time needs to be paid.

9) In case of excess requirement it is charged at the current rates.

10) Guest requirement for laundering cannot be fulfilled immediately as the laundry is not in-

house. 11) Linen hire charges may not be greater than the combined depreciation and

laundering costs.

RECYCLING OF DISCARDED LINEN

Discarded or condemned linen are items that are no longer useful in their present condition

due to some irreversible damage such as a permanent stain or simply wear and tear. ‘Cutting

Down’ refers to the using of any discarded material for some other purpose. The examples of

it are as follows:

s can be used as dust sheets, double bed sheet to single bed sheet, pillow cover.

asiest way is to discard it into rags and dusters with marking of condemned linen so that

the purpose of the linen is clear.

into small toweling dusters.

discard sheets can be cut down for use as crib sheets, aprons etc.

Discarded linen is sold to hotel staff at reasonable prices.

inventory control.

SUMMARY

Linen Management involves lot of planning in a hotel. The successful operations depend on

large extent on par stock maintained by housekeeping department. Standard sizes of linen are

used in the hotel, as linen purchase involves lot of finance there are certain selection criteria

which needs to be followed with rules to ensure the right type of purchase. Proper records

need to be maintained for linen control and recycling of discarded linen.