The four pillars of success in a housekeeping operation are manpower, materials, machinery and monetary gain. “This holds good for in-house staff and also when they are outsourced,” according to Disha Sharma, Senior Manager, Housekeeping of KP Group. Disha shares with the challenges and provides solutions for each of these pillars.
Housekeeping is a human touch service. The challenges are manifold,
but they can be overcome by prioritising staff welfare and providing good
quality materials and machinery.”
— Disha Sharma
Housekeeping staff are the guardians and custodians of a property. They are enthusiastic, report to their jobs with great hope and also show keenness to work hard. However, a major drawback is that not only have they not had any formal education they also have not undergone proper training. As a result, their efforts can be misguided and can misfire.
The solution to this problem is to provide the staff thorough training. According to a study on staff retention in the Indian hospitality and tourism sector published in ResearchGate, the annual employee turnover rate in Indian hotels and motels is as high as 73.8%. This highlights the importance of investing in training and creating a good work environment.
Good supervision is also necessary to create a positive work environment where staff remain motivated and given the respect they deserve. When staff are happy in their work, they deliver their best service.
A particular problem for high-end hotels is outsourcing staff for high-octane mega events. These staff are not familiar with the property. They are unfamiliar with the exits, entrances or how things are usually done. This can lead to property damage or unhappy guests.
Good Supervision
While outsourcing is often cost effective, the solution is to have strong supervision. One supervisor may not be enough to oversee new staff. Another issue with outsourcing is that the staff do not have the same sense of ownership and belonging that in-house staff have.
The question of when and how much machinery to use is a ticklish issue that managements face. While machines give better results than manual methods and can speed up work, they are not a replacement for people. A property needs both to work well. Staff must be trained in how to properly use, care for and store the machinery. This is important for the safety of the staff and the longevity of the equipment. Regular servicing and maintenance of machinery is also required to keep it in good condition.
No Short Cuts
To save money, some managements do not hesitate in using cheap and substandard chemicals and cleaning agents to save money. However, they should realise that this choice can damage the property over time. There is only one solution for this: Use the best quality materials available. While this may seem like an added expense, it will ensure that the property remains well protected in the long run.
Monetary gain is another key area. Staff must be motivated to perform well, and this is not always about salaries alone. The solution is to create a positive work environment where staff feel valued. A good rewards and recognition program can improve performance and staff morale. In the Indian hotel sector, low salaries, long hours and a lack of long-term benefits are cited as major reasons for employee dissatisfaction and a high turnover rate. Managements must address these issues for employee retention.
The hospitality sector is adopting more technology, but this also has its own challenges. For example, some cleaning machines now come with QR codes that explain their use. This is a good solution to the problem of training staff, but not all staff can understand English which is the language of instruction.
Friendly QR Codes
Ideally, QR codes should be created with instructions in regional languages. This would allow staff to properly use the machines and would also reduce the need for constant supervision. QR codes can also be used to track work. Staff can scan a code to start a task and then scan it again to end the task, which helps with real time reporting and productivity management.
The maintenance of washrooms in the lobby of hotels presents another set of challenges. Unlike the washrooms in guest rooms which are used sparingly, these washrooms are used by many people throughout the day. Staff who maintain public washrooms must always be alert and on their toes. They cannot take a break until their reliever arrives.
A survey of international travellers in India found that more than two thirds of those surveyed perceived sanitation and hygiene services as inadequate. Therefore, managements must ensure staff are well-trained and have a sense of urgency. Guest room washrooms, on the other hand, require a more personalised approach based on the needs of individual guests.
Easy Solutions
Housekeeping is a human touch service. The challenges are manifold, but they can be overcome by prioritising staff welfare and providing good quality materials and machinery. A housekeeping department that prioritises these areas will be assure of staff loyalty and high productivity.