We have taken various steps to motivate our cleaning staff.
Staff recognition by STAR PROGRAM: The associates are recognized and awarded for the excellent guest feedbacks, innovative ideas and suggestions for improvement and going beyond the call of their duty. The highest STAR points earners are applauded by the MD of company for their achievements.
PAT on the back: The associates performing an excellent job in their specified work areas are appreciated by the Managers during the departmental briefings.
Skip level meetings: The associates are invited for skip level meetings by the senior management and chat regarding any issues, challenges faced in a semi-formal environment.
In hospitality sector, budgeting for housekeeping is important. The budget is based on the forecast provided by the sales team for the next year. The housekeepe
r forecasts its requirement for the stores and supplies, upholstery, uniforms, linen, capital expenditure for various areas. For making the budget of any refurbishments, repairs and renovation planned, the executive housekeeper works on the entire expense sheet along with the Chief engineer and forecasts the requirements.
Much to the relief of housekeepers, these days management sees housekeeping budget as an investment for the future years. The planned budget for repairs and renovations to improve the product/service experience of customers remains a big expense but yet is an investment as the areas and services have to be upgraded as per the changing trends of the industry. At the Taj, some services are outsourced with great care by stressing on work quality; reputation of the vendor/contractor; competence levels in handling areas as per the luxury standards set by the hotel chain; overall efficiency of the service provider in training the staff and grooming as per the hotel standards and eco-friendly practices to match the standards set by the company.
Since, hotels are the largest users of the cleaning chemicals, water and natural energy reservoirs, it is very significant to help conserve natural resources. The Taj Hotel chain has taken a step by offering Green rooms to guests. Such rooms offer various eco-friendly products/stationery and are devoid of refridgerators as they produce gases polluting the environment.
Housekeeping is a value added asset to a hotel; it stays with the guests throughout their stay and plays an important role in customer satisfaction levels. With the advent of technologically advanced machines, eco-friendly chemicals and trained professionals, the housekeeping in India has come off age.
Bhupinder Rawat
Executive Housekeeper
Shangri-la’s Eros Hotel, New Delhi
Housekeeping plays a pivotal role in positioning the hotel and in branding. Starting from the entry to the hotel premises and till the time the guest checks out and leaves the property, the guest forms an impression about the hotel by its upkeep, cleanliness, landscaping, laundry, flower arrangement, etc. Since the past few years, there is a tremendous change in Indian housekeeping; now you have the best machines, environment friendly chemicals and products along with trained professionals in India. Indian Hotels can compete with other world class hotels.
Upcoming hotels and new career avenues lead to cleaning staff moving from one place to another. Attrition is thus a major concern. We believe in creating an environment where our colleagues may achieve their personal and career goals by making them go through empowerment trainings and workshops as well as motivational sessions. They are trained properly in the property, so that they could deliver the best result. Trainings in HACCP, hygiene and quality check for ISO 18001, SFSMS, OHSAS, etc., are done to track our adherence to the standards laid down. For every staff member, we have a training programme called Quality Inspection Programme, in which we can measure his/her performance and can work on the weaknesses. The entire staff has to take training conducted on hygiene for maintaining their own areas. There are internal trainings conducted for contractual staff also.
We have undertaken Green Housekeeping. All chemicals used are eco-friendly; we reuse recyclable items and make use of waste vegetables and garden wastes to produce organic manure. Even guests are requested to participate in the reuse linen campaign which saves water, electricity and chemicals.
