Whether in corporate offices, luxurious hotels, or healthcare facilities, the standards of housekeeping are continually evolving to meet the diverse needs of cleanliness in each environment. Keerthana Sundar, Special Correspondent, Clean India Journal interacts with Prabhat Shukla, Director of Housekeeping & Quality, InterContinental Doha The City, to understand the innovative practices and technology that is changing the hygiene practices in spaces.
Comprehensive training is key; it ensures our team can effectively educate themselves, colleagues, and guests, which is particularly important as international travellers may have varying levels of familiarity with new technologies or practices.
Prabhat Shukla
Today, the housekeeping operates in a more scientific and technical manner, integrating AI and other advanced systems.
Modern housekeeping focuses on minimizing processes, ensuring no steps are missed, and maintaining a high guest experience. The right equipment and machines are crucial for efficiency, while digital tools like tablets with integrated systems, such as Opera, streamline communication and task management. Additionally, innovations like automated bed-making systems make the job less physically demanding, enhancing the overall productivity and efficiency of staff.
Housekeeping tools, such as aqua vacuums and steam cleaners, enhance sustainability and efficiency. Steam cleaning is now preferred over chemical use, and biodegradable products are filling the shelves. Many companies now offer effective water-based cleaning solvents, further enhancing sustainability in housekeeping.
Technology such as RFID for laundry helps streamline operations. Battery-operated trolleys customized for specific corridors reduce physical effort and improve movement efficiency. These advancements collectively transform housekeeping processes.
Sustainable Initiatives
First and foremost, sustainability is not an inexpensive endeavour, nor is it merely about cost-cutting or luxury; it is a necessity of our time.
With the United Nations’ 2030 pledge to reduce carbon footprints, each one will have to play their part. In the housekeeping sector, a significant department in any organization, reducing the use of single-use plastics and paper is crucial. For example, replacing paper coasters with cloth ones and transitioning from plastic to recyclable glass bottles can make a substantial impact. Bulk dispensers for toiletries further reduce plastic waste, and using metal instead of glass for trays and ashtrays also contributes to sustainability.
Guest involvement is key to these efforts. Some properties have started changing bed sheets on alternate days or offer incentives, such as membership points, for guests who choose sustainable options. This creates a win-win situation for both parties.
Enhancing guest experience
Today’s guests are very vocal and equipped with smartphones and tablets, allowing them to instantly share feedback and experiences on social media. This reaction demands that we be meticulous in our approach to guest experiences, considering that every individual has unique needs and preferences.
Creating bespoke experiences is key, tailored not just by age but also by cultural background. For example, a 19-year-old from India may have different expectations compared to a peer from the Middle East or Europe. Personalized touches, such as providing a yoga mat, gym equipment, or a bottle of wine, can greatly enhance a guest’s stay.
Guest participation in initiatives like linen reuse or towel-changing, also varies. Some guests appreciate these efforts, while others prefer daily changes. Educating guests and keeping them engaged in these initiatives is essential.
Modern innovations, such as express check-ins, mobile room keys, and central control panels for room amenities, cater to the needs of today’s time-conscious travellers. For example, a new innovation involves a small station for water tablets connected to the tap, eliminating the need for plastic or glass bottles. This not only saves resources but also enhances convenience for guests.
Moreover, the shift from bathtubs to shower stalls reflects the preference of business travellers who prioritize efficiency over luxury. Similarly, in-room amenities like self-press stations for jackets save guests’ time and provide added convenience. Today’s travellers, especially business ones, prefer exploring the city over spending time in the hotel, so the practicality and efficiency of the hotel become more critical than its luxuries.
Just as in sports, where precise timing and efficiency can change the outcome of a game, the same principles apply to housekeeping. By optimizing room turnaround times, businesses can save manpower and reduce costs.
New Products
Being savvy in the housekeeping industry includes staying informed about local developments, nearby competitors, and emerging trends.
We have established a routine of regularly monitoring systems, networking with industry peers to identify new opportunities, and carefully evaluating potential pilot projects. Before implementation, we conduct thorough discussions with our team to assess feasibility, considering that what works for one hotel may not translate seamlessly to another.
Our focus is on practicality and ensuring that any new initiative enhances guest satisfaction without compromising sustainability or experience quality. Comprehensive training is key; it ensures our team can effectively educate themselves, colleagues, and guests, which is particularly important as international travellers may have varying levels of familiarity with new technologies or practices. In the past, guests might have been unfamiliar with room card systems controlling lights, but today’s guests are generally more informed through social media and other channels. Despite this, ongoing training remains essential to maintain seamless guest experiences and keep pace with evolving guest expectations.
Addressing Pain Points
Introducing new housekeeping practices often faces initial resistance, as people naturally prefer familiar routines.
Overcoming such challenges begin with piloting new ideas and providing thorough training to ensure understanding and acceptance. It is important to acknowledge that we are human, prone to mistakes and complaints. Addressing issues openly and learning from mistakes is crucial; sweeping problems under the carpet only leads to lingering issues.
Keeping a close eye on guest preferences and behaviours is essential. Regular supervisor check-ins and effective communications with guests staying more than two nights ensure their needs are met.
Implementing new technologies or processes, such as new cleaning chemicals or equipment, requires demonstrating practical benefits and gaining team buy-in. Taking the time to show practical results builds confidence and ensures successful implementation.
Measuring Metrics
As brands, several key components are prioritized when evaluating any initiative. These include its impact on guest experience, the experience of our colleagues, financial returns, and sustainability. While innovative ICT projects may appear promising, prioritizing their environmental impact is paramount. Additionally, cost-effectiveness is crucial; any solution must align with the budgetary constraints without compromising employees’ safety or comfort. Lastly, initiatives must significantly enhance the guest experience to align with stringent hospitality standards. These criteria form the foundation for success in driving meaningful outcomes.
Cleaning Technology
In our approach to cleaning technology, we prioritize diversity and collaboration with leading suppliers for laundry solutions and other key industry players who keep us updated on advancements. We also stay informed through publications for timely updates and editorials on emerging technologies.
When evaluating new products, we remain proactive. For instance, when introduced to an enzyme-based drain cleaner by a vendor, we took the initiative to inquire further and understand its potential benefits first-hand. This proactive approach ensures we stay ahead of industry innovations.
Moreover, we actively participate in forums such as our local Housekeepers Association, which includes approximately 150 members in Qatar. Here, we exchange insights and best practices, fostering continuous improvement within our community. Additionally, our involvement extends to the Asian Housekeepers’ Association, where members share valuable practices spanning from Lebanon to Vietnam, enriching our knowledge base and operational standards.
One key lesson I have learned is the power of simplicity in cleaning solutions — often, water alone can replace a multitude of chemicals, promoting sustainability and efficiency.
Another crucial practice is task breakdown and process optimization. By clearly defining steps for each job and providing thorough training, teams can excel in tasks ranging from daily cleaning to periodic maintenance. Understanding time-motion studies and focusing on high-touch areas, streamlines operations.
Furthermore, in today’s dynamic workforce, retention is a pressing challenge. Continuous training is essential as new team members join, driven by their eagerness to advance quickly. Patience and structured training programs ensure team members grasp essential processes, making life easier for all involved.
By integrating these principles into operational charts and methodologies, housekeeping becomes more efficient and effective, supporting a productive and harmonious work environment.