Manners maketh man and conversely his physical appearance reflects his personality and behaviour. Preeti Chugh, Executive Housekeeper, Hotel Sahara Star and Annie Mendez, Executive Housekeeper, Marine Inn Hotel know what it takes to be presentable to their guests.
While personal hygiene is learnt from the home environment during childhood, it can be reinforced at work to meet the stringent standards of customers who may not check your nails but will sense the degree of hygiene around them with a glance. Every small detail contributes to the overall positive impact on the guest.
Preeti believes in the Inside Out theory which states that what is within is reflected externally and she strives to apply this with personnel in her housekeeping department whose core function is cleaning and maintaining hygiene standards for self and property.
The team focuses on a few key points that include early morning briefing and checking individuals on grooming and personal hygiene. Those with symptoms of cold and cough are not allocated on guest floors and at times, there have been cases where those not maintaining personal hygiene have been sent back from work.
Weekly training on body language and grooming sessions are conducted and monitored. Hygiene facilities like bathing area with soap and sanitisers, and sprays to combat body odour are provided. Staff uniforms are made of cotton and fibre which can absorb body odour and their facilities are equipped with air cooling units. There is also a monthly rewards system where the best-groomed male and female are recognised, she added.
The most sensitive aspect of housekeeping is while cleaning rooms as the staff is being observed by guests therein. Personnel are equipped gloves, mask and litter pick-up tools so they do not touch garbage with their hands.
All team members are taught to maintain a positive attitude which will reflect a positive aura and eventually a positive guest experience. A pleasing personality and a charming smile can easily win over the trust of any guest prompting him to openly express his views and experience at the end of his stay.
Positive guest reviews on social media are dependent on interaction with housekeeping staff, Preeti opines.
Annie Mendez lists the following 10 points on personal hygiene for her housekeeping staff:
• Focus on each individual and make them understand the importance of self-hygiene
• Share observation with the individual and give a solution for the observation
• Proper training on cleaning and disinfectant
• Visible and high-touch areas
• Giving housekeeping staff the right product and equipment
• Having an eye for detail
• Follow up on the work done
• Self-inspection and last look
• A positive attitude
• Follow up on Guest feedback and input