Customer Satisfaction in Hospitality Industry- Cleanliness

In the sector of Hospitality Industry, in order to be successful in the market it is not sufficient to attract new customers. Managers must concentrate on retaining existing customers and implementing effective policies of customer satisfaction and loyalty. In the hotel industry, customer satisfaction is largely linked to quality of service and cleanliness. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the establishment.

To maintain cleanliness and customer satisfaction in the facility, it is important to have proper methodology in place and follow the same.

For instance, if we take a layout of a simple restaurant as shown in the figure, it is imperative to use proper tools and methods in places like frying area, cooking area, washing area to make sure food quality and safety have not been compromised. Use of proper hand pad for cleaning of different utensils will make the cleaning effectively with less time and manpower. The hand pads should be chosen based on their purpose of use. For instance, a utensil used to make some fat oily stuff cannot be cleaned by a normal hand pad having less abrasive material besides the point of being durable and cost effective.

Frying oil is made of triglyceride molecules: A backbone of three molecules of fatty acids each creating a chain of carbon and hydrogen, single bonding or double bonding. Fatty acid chains are hydrolysed during frying due to heat and the water from food which creates free fatty acids or FFAs. FFA levels affect food absorption, taste, colour, and texture. It also contributes to oil smoking and foaming. Reducing oil waste helps minimize your environmental impact and fewer oil changes help increase worker productivity. Proper oil management strip/monitor should be used which will provide the indication of the FFA.

In the era where time is money, it is also important to keep the drive through restaurants up to date with the available best quality communication system for order accuracy and drive through speed.

While having food, the customer wants a lint free, clean good looking table top. That is where microfibre cloth has a big role to play. This can meet both wiping and absorption criteria. Because of its non-woven structure and micro splitting of fibers, it provides far result in terms of dust pick up and better washability compared to conventional wipes.

The microfibres are effective because of their size, shape and numbers, which create an incredible mechanical action. The add-on of detergent will help this mechanical action by completing the dissolution of the dirt even if only cloth and water could provide very good results. This results in reduction of water and detergents. Increase in productivity and compliances with the environmental trend.

Debapratim Dinda

3M India Limited- Technical Cell