Chemistry of cleaning
Appropriate chemicals are the prerequisites for achieving efficiency in cleaning. There is a quality threshold each brand sets out to achieve. “We use all room care series chemicals for cleaning purposes. For laundry, spotting agents and clax series are in use. For upkeep of public areas, especially marble liquid crystallizer (Terrenova) is being used,” says Bhavana. “Chemicals like, R2, R3, R4, R5, R6 and TR101 from Diversey are used in Sarovar to achieve efficient cleaning,” says Chinna Thambi. Green Seal chemicals and 80% recyclable cleaning equipment are used at ITC.
Above and beyond all that, to achieve perfection, says Swarnalatha, “A glossometer is used to measure the gloss levels of marble flooring that are maintained above 95. A luxmeter ensures that the luminosity levels are maintained at a specific lux level depending on the area. A dehumidifier measures the moisture content and ensures that the air quality is maintained. A thermostat ensures that the indoor temperature is comfortable for our guests. A PH kit maintains the water quality at the laundry and a reflectometer is used to measure the whiteness of linen.”
Housekeeping training
State-of-the-art staff training could be the only key to achieving such exacting and competitive standards in cleaning. Training is specifically relevant in the current times when trained housekeepers are a rarity. Though the training is customized and carried out according to any brand’s SOP, Bhavana lists some specific must-haves to it, “Eye for detail, body language, communication, creativity, employee engagement would help to do it well.”
At ITC, it is an all-round training. “Our housekeeping associates are trained to be observant while servicing guest rooms and make a note of guest preferences in order to customize their stay. These are updated in the centralized guest profile so that these preferences are placed prior to arrival for every visit across the chain in any location. They are also taught standard phrases to interact with guests. They act as a single point of contact for all housekeeping needs and to provide the service with warmth and add that personal touch. Service designs have
been created for honeymoon couples, family guests, children, birthdays, long staying guests,” explains Swanalatha.
Inspiring a sense of belonging
Employee engagement in hospitality is a continuous and consistent exercise. Currently, the high demand for trained manpower has certainly made the situation critical for the brands.
“Sarovar recruits freshers and train them thoroughly on the hotel’s housekeeping procedures,” says Chinna Thambi. Outsourcing, in his view creates issues. “Training the outsourced staff on Taj’s Standard Operating Procedures every time they are replaced is very time consuming.”
Bhavana adds, “We must be very patient and have the understanding that a new joinee be given proper time and training along with separate briefings so that his needs and issues are addressed. Proper and constant monitoring and mentoring are offered to help him/her learn faster.” ITC’s recruitment is through traditional channels such as culinary institutions. A housekeeping trade test opens the doors to the newcomers. Though learning depends on individual capacities, two months is the time the organization offers for the newcomer to scale up. Skill charts represent their learning graph and the learning services department certification and interviews fix their final positioning. Even with such monitored grooming, Swarna opines, “Outsourcing is a good way to achieve efficiency and regularity in cleaning through schedules which are customized and created for the organization.”
Staff-EHK bonding
Housekeeping, like any other service segment is a team work. A close interaction and healthy rapport go a long way to keep the communication two way. From day one when their induction and training begins, the employee- executive housekeeper interface is established. Briefing and debriefing keeps the interface growing. In addition, Swarna gives us the tradition at ITC. “Every guest feedback is shared to ensure that associates understand customer requirements to customize their stay. An E-learning portal ensures continuous self learning with online tests and certifications which must be completed every six months. The learning services department also certifies associates in direct guest areas every six months. This, along with practical shop floor demonstrations by both subject experts and external trainers establishes thoroughness and long standing results.”
The organization also recognizes and suitably rewards any extra efforts of the housekeeping staff.
In hospitality, cleaning, therefore, is a vehicle to the brand’s reputation and long-standing heritage and the quality of cleaning is a badge to its distinctive positioning in the industry.
State-of-the-art staff training could be the only key to achieving such exacting and competitive standards in cleaning. Training is specifically relevant in the current times when trained housekeepers are a rarity.
