Housekeeping in hospitality:Contributing to the bottom line

The hospitality industry being service oriented, the hotels face tough competition to run their business profitably. Among the various changes and improvements made by the hotel management to increase occupancy and customer satisfaction, the most important is the housekeeping function. The need for luxury, comfort and healthy environment has increased manifold with the increase in business travellers. Many high-end homes offer the best of living conditions, putting pressure on the hotel housekeeping staff to go a step further. With the changing expectations of the guests, the Executive Housekeeper of a hotel is transforming himself/herself from just being a keeper of clean rooms and common areas to a more dynamic business manager, contributing to the bottom line of the organization. Clean India Journal spoke to a few Executive Housekeepers to find out the challenges they are facing and some of the trends which can add value to their services, including handling manpower.

Over the past few years, the major challenge faced by the housekeepers is handling well-travelled and experienced guests. Guests these days are not only aware of their rights but are also not loyal to a particular brand. Today’s customer looks for value for money and is open to trying out hotels for the mere sake of a luxury experience.

Brand loyalty can be truly achieved by identifying the guest profile, anticipating their unspoken needs and delivering the same. The challenge remains in attuning the service provided to the needs of the guests and engaging with them.

Though all the reputed hotel chains have their standards set for providing luxury experience, the challenge remains in being consistent while facing a high turnover and staff poaching by the competitors in the hospitality sector.

The housekeeping tasks are physically very demanding and hence put a lot of pressure on the associate cleaning areas. The energy levels because of high stress and physical work are bound to yield inconsistent service unless the executives and management keep the motivation levels very high by engaging with the staff and break monotony from their routine work.

Today, housekeeping is no more a back-of-the-house department; most of the reputed hotel chains have chosen to raise their housekeepers as front runners and encourage them to interact with the guests. A guest, after checking in to the hotel, spends 80% of his time in the hotel room and hence his overall experience can be enhanced by providing and delivering personalized touches.

With advancements in technology and modernization, face of housekeeping has changed as per the latest trends in the hotel industry. Several companies like SealedAir, Ecolab, 3M have been exploring the opportunities of creating and custom designing the equipment softwares much to the relief of housekeepers to make cleaning operations convenient. This not only improves the overall efficiency of the department

Over the past few years, the major challenge faced by the housekeepers is handling well-travelled and experienced guests. Guests these days are not only aware of their rights but are also not loyal to a particular brand. Today’s customer looks for value for money and is open to trying out hotels for the mere sake of a luxury experience.

Brand loyalty can be truly achieved by identifying the guest profile, anticipating their unspoken needs and delivering the same. The challenge remains in attuning the service provided to the needs of the guests and engaging with them.

Though all the reputed hotel chains have their standards set for providing luxury experience, the challenge remains in being consistent while facing a high turnover and staff poaching by the competitors in the hospitality sector.

The housekeeping tasks are physically very demanding and hence put a lot of pressure on the associate cleaning areas. The energy levels because of high stress and physical work are bound to yield inconsistent service unless the executives and management keep the motivation levels very high by engaging with the staff and break monotony from their routine work.

Today, housekeeping is no more a back-of-the-house department; most of the reputed hotel chains have chosen to raise their housekeepers as front runners and encourage them to interact with the guests. A guest, after checking in to the hotel, spends 80% of his time in the hotel room and hence his overall experience can be enhanced by providing and delivering personalized touches.

With advancements in technology and modernization, face of housekeeping has changed as per the latest trends in the hotel industry. Several companies like SealedAir, Ecolab, 3M have been exploring the opportunities of creating and custom designing the equipment softwares much to the relief of housekeepers to make cleaning operations convenient. This not only improves the overall efficiency of the department but also boosts the morale of cleaning associates. Also, training is the most important step in establishing standards in cleanliness and hygiene along with proving the right framework and equipment for it. The learning keeps the associates interested and motivated.

The training inputs offered to housekeeping staff is based on personal hygiene, cleanliness, upkeep and maintenance of various areas, housekeeping related skills, personalized service touches, self-grooming, and language learning to communicate with guests. These days most of the hotels train their staff for the correct body posture, safety at work etc.

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 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.

 

 

Housekeeping has a pivotal role in a hotel. It is the backbone that keeps the property clean and efficient – the most important aspects for both staff and guests. Over the last few years, expectations on the role of the housekeeping department have grown, exspecially with a huge emphasis put on environmental issues and staff wellbeing. Behind the entire operation is one person keeping the ball rolling on these issues and fighting for a better experience for their guests – the executive housekeeper, who also takes quite a few challenges.

Since customer expectations play a critical role in customer evaluation of services, there is a need and want to understand the factors that shape them. Delivering quality service consistently is not easy. It takes not only passion to be the best but also discipline to be able to recreate memorable guest experiences.

Also training is the key factor. A lot is being invested to train housekeepers. Training should be an ongoing process. A blend of good service and individual details is the key factor. Trainings should be audited. Training is necessary to achieve consistency in service, maintain quality standards and to maintain SOP. It is better to avoid outsourced staff in area where there is direct contact with guests. However, it is the job of the Executive Housekeeper / Housekeeping team to mould the outsourced staff to suit the requirement of the property.

One main issue in the industry is staff poaching, propagated by low wages. It is the responsibility of the housekeeper to give the staff a sense of loyalty and make them happy in their positions. By showing interest in their day-to-day work, developing and encouraging star workers and by providing a pleasant work environment are important. Higher pay may not always help in retention of man power.

Another issue for housekeepers is with regard to the design of the hotel itself. In general designers tend to cater to the needs of the guests and front office. The storages and pantries are often ignored. It is important that the housekeeping staff is involved in the design and operation planning. Housekeeping and other departments in the hotel operate on two types of budget – Operational and Capital Expenditure budgets.

Operational Budget is the allocation of expenses for each item required by the department in order to operate smoothly. In case of
hotel operation, control of expenses is based on occupancy percentage.

The budgeted amount for the month can be variable since there is certain period where occupancy forecasts in other areas or countries are unreliable or unpredictable. There are also budgeted items or sections in housekeeping that are usually divided between other departments like repairs and maintenance, uniforms, decorative, print and stationeries. In case of housekeeping, projects can be something that require replacement or additional housekeepers cart, laundry washer & dryer, building a new laundry shop for outside customers, replacement of vacuum cleaners and replacement of worn out beds or furniture. Usually the CAPEX fund is allocated in these same way as that of the operational budget. It is through CAPEX fund that maintenance of the hotel works best and at the same time avoiding depreciation of items in large quantities.

Not being able to monitor the operating budget effectively will lead to the demise of Capital Expenditure. Both budgets are equally important.

Housekeeping budget is mostly viewed as an expense in most hotels. But now most housekeepers believe in making it an investment.

Hotel labour costs can take up 47% of your operating expenses. So it is important to cross-train the staff. The housekeeper has to take care to schedule projects and staff based on the occupancy and daily check outs. Hotels spend approximately six percent of operating costs on utilities. A 10% reduction in energy consumption would have the same financial effect as increasing the average daily room rate.

Housekeeping is not a revenue-generating department; however, we are most certainly involved in cost controlling measures which is very important for the hotel. We at Ramada provide our guests with five-star service and the quality of what we offer is imperative to us and to our brand as this is what makes us so successful. Although costs are rising, we do not compromise on quality, hence we try very hard to build a strong network of quality suppliers who can deliver at reasonable costs. What is also important for us is to keep track on how much of our inventory is spent on a daily basis in order to measure and evaluate if we need to decrease a certain level of consumption or improve another.
The housekeepers of tomorrow are not just an employee working within the confinements of one specific area or department. Housekeeping will become more technology and automation driven in key operating areas such as laundry and inventory management.

Housekeeping standards in India are at par with global standards. The use of newer technology to improve standards of hygiene is one approach that hotels adopt, but it is not the only one factor that determines the overall standards of service. Whatever products are being used, it is the housekeeping department that determines how well the standard is maintained. In India, we have a dedicated approach towards service which is extremely warm and caring.

 

 

In the present scenario, the competition is very high. Simultaneously, we have to deal with cost cutting too. Training the staff is the key factor to maintain standards. We conduct training sessions of two hours on a daily basis.

The objective is not only to keep them updated but also motivated towards cleanliness and hygiene. Being associated with Indian HouseKeepers Club, we train our staff at the hotel and also conduct sessions across the country to raise the level. The hospitality sector is going to the next level, where there is always pressure to raise the standard. Only with the right blend of latest equipment and the manpower that standard can be achieved. With more companies coming into this sector, the tough competition demands more attention to housekeeping. ‘Going green’ is becoming an important factor in housekeeping. Attention is being paid to explore the green as well as cost effective housekeeping methods. People too now understand the importance of housekeeping and they usually do check the standards before booking.

 

The main challenge in this casino hotel is getting and retaining skilled & experienced manpower. The present scenario is that most of the staffs at the hotel are new. Hence only a proper training can ensure the right standard of cleaning and hygiene.

We do provide two hours training to our maintenance staffs on a daily basis. Housekeeping standard is not only about maintaining cleanliness but also about the method of cleaning particularly in high traffic areas. This is where staffs need proper cleaning skills and that comes with training and experience. The management earmarks 2.5% of the total turnover as housekeeping budget. We do invest in new equipment as this allows us to reduce manpower. This simultaneously helps us in raising the level of maintenance standard at the hotel and this is what hospitality sector is all about.

Green methodology of facility services is becoming important day by day. It is not limited to being environment friendly but it helps to attract and se
rve customers with pride. We have almost avoided the use of plastics. We are also working on the deployment of green chemicals in facility services.

There are loads of changes happening in housekeeping. The equipment is getting up-graded very fast. Dependency on manpower is decreasing. Standard of cleaning and hygiene is getting better. Five years later I do see housekeeping as more green, technologically advanced with less dependency on man power.

 

One main challenge faced by the housekeepers is the floor maintenance. It is about controlling soil. Dirt, clay and sand can contain sharp edges that will scratch the surface of any floor resulting in erosion. Regardless of what the flooring is made of, the effect is the same. High-traffic areas can be found in any facility or building. The floor maintenance programs selected for these areas should take into consideration the floor covering and texture of the floor surface. This information helps in the selection of chemicals, equipment and service procedures required to maintain the area.

The entrances of most hotels are considered high-traffic areas and to reduce the amount of soil that makes it to the entrance, parking lots and sidewalks adjacent to the facility should be serviced on a regular basis. These services include sweeping, blowing or vacuuming those exterior areas. In some cases this may be a responsibility of the floor maintenance technician, but more often than not it is sub contracted by the facility manager to a building service provider who specializes in that type of service.

The next line of defense is a good matting program. Matting placed at all the entrances will help to capture some more of the exterior soil as well as moisture before it has a chance to be deposited on the floor surface. Soils produced inside the environment can also be reduced using the same methodology as maintaining external soil. First, identify where the soil is being produced and remove the soil being generated on a regular basis. This will reduce the amount of soil introduced into the rest of the building. Then, institute a matting program just as you would at an entrance to the facility. This will capture residual soil that might get by the removal process. The initial maintenance performed on a floor before it is exposed to high-traffic conditions can improve the floors performance considerably. The manufacturer’s recommended maintenance methods have to be followed. Applications of polish or additional coats at pivot points or hot spots can improve the ability to resist damage due to high traffic.

Regular removal of soil is critical to the high-traffic area maintenance program. Dry soil can be removed using dry service methods such as sweeping, dusting and vacuuming. The dry service procedures should be performed multiple times per day in high-traffic areas.

To avoid slip and fall, liquid should be removed from the floor as soon as detected. This can be accomplished using spot, damp or wet mopping service procedures. When introducing any mopping procedures, be sure to cordon off the area that is impacted using wet floor signs, placards, and safety tape to prevent people from coming in contact with the wet floor. From time to time, periodic maintenance will be required to restore the gloss and/or replenish the protective polish that has been worn off. These service procedures will vary depending on the floor covering in the area, but in most cases will involve more intensive service procedures.

Enhancing the appearance of the floor may include diamond abrasives or polishing procedures for stone, spray buffing for wood, machine scrubbing with a fresh water rinse for clay and concrete or scrubbing with or without applications of floor finish for resilient flooring. Regardless of how developed the floor maintenance plan is, there will be when restorative maintenance needs to be performed. This may incorporate scraping, grinding, shot or sand blasting, sanding, diamond honing/polishing or stripping and refinishing procedures depending on the category and classification of the floor covering.

Managing traffic areas

Advicing about maintenace treatment in high traffic areas, Sonia Mital says, “It is advisable to go for vinyls and fabrics with high double rub counts while deciding on the upholstery. Also adding an acrylic backing to the fabrics can help increase the double rubs and make the fabric more dimensionally stable and durable.

• Consider adding Stain Treatments to the fabric, or use inherently stain resistant products.

• Tempered glass or granite tops for tables and case pieces. This increases the life of the piece and cuts down on watermarks and scratches. Tempered glass and granite tops are easier to clean and to wipe down.

• For carpets make sure that there is adequate “coverage” of the pattern and very light colors are minimal. Smaller patterns on the carpet help hide stains and any dirt that might show. Having a dark colour used on the carpet will help eliminate the exposure of any spots. If Axminster carpet is used, a higher row counts specifically in areas with higher foot traffic (i.e. corridors and stairs). This increases the durability of the space. This same concept applies to tufted carpet; review the gauge and stitch count, generally the higher the better.

• Carpets should be maintained by turning them 2-4 times year to promote even wear on the border which receives most of the traffic.

• Consider using a hardwired light fixture in the space rather than a portable plug in one. This cuts down on the risk of the light fixture breaking or getting knocked over.

• Any artwork in the High Traffic Area should have a protective glass to help maintain it, if possible.

• For window treatment fabrics, make sure a durable fabric is used. Consider using synthetic fibers instead of any silks or more delicate fabrics. Stain Treatment can also be added to prolong the life of the drapery.

Hotel lobby floors require extra effort to hold up under demanding conditions. Hard and soft surface flooring require different processes.

For hard surfaces, a light scrub be done on a nightly, weekly, or monthly basis, depending on such factors as the weather and the number of people walking through the area.”