1.2 Managing smart laundries
Hotel laundries are viewed as guzzlers of steam, gas, water, energy. Smart laundries are made by installing intelligent control systems to improve machine performance and assess environmental impact.
Each laundry is unique. Water testing for quality control is essential. The detergents and other laundering chemicals are dosed in ppm to get the required washing liquor for an optimal wash quality. Trial and error in the wash process, drying process, ironing process, detergent concentrations, temperature, and duration has an adverse effect on the life of linen.
The smart laundry control systems include but are not limited to:
• Heat sensors inside the washer extractor and dryer with an auto cut-off.
• A spray rinse in the washer extractor which results in 39% water saving.
• Recovery tanks to reuse water in the pre-wash.
• Higher extraction speed of driers results in 12% shorter cycle time. This improves the overall productivity by two additional wash loads in a 24 hour operation.
• Drying sensors with auto cut-off.
• Heat pumps and condensing dryers reduce steam consumption resulting in 25 to 30% energy saving.
• Detergents with low activation temperatures.
• Auto dosing systems
Even though the enzyme based detergents are expensive in India, using green earth chemicals will help reduce the environmental impact.
The cost of laundry operations can be calculated by installing water meters for every machine and independent electronic meters for energy and steam consumption.
1.3 Advances in nano technology and RFID contributing to sustainability in housekeeping
Nano technology is making headway into textiles, laundry, pest control and paints. Nano technology gives inherent functionality and longer durability. Their contribution to sustainability cannot be underestimated. These additives produce an aura which repels insects. They can be added in the final laundry rinse of linen or can be mixed with paint. These have a lesser impact on ecology as compared to insecticide. The insecticide produces a carcass which then has to be removed. The spray and plug-in insecticides are not sustainable. The non-toxic active ingredient forms a protective layer on linen and painted surface which lasts approximately 15 washes and four years respectively.
Tagging linen with RFID, though not common in India has a lot of advantages. It saves labour and brings accuracy to the inventory process. The result is a more efficient management of linen purchase process. These tags can also be used to count number of wash cycles and calculate life of linen and ROI improving control and savings within the laundry process.
1.4 Closing on the natures operating principles
Green hotels get a competitive advantage as some guests prefer to stay in green hotels. They patronize hotels following green practices. Offering green conferences to the guest, including e.g. no plastic, using natural light where possible, chairs and tables without covers proves advantageous. This approach can also help to build awareness of the price of a product / service and its cost of disposal. Customer loyalty, cost savings and employee retention are interwoven into sustainability.
Waste has a residual value. Time has come to learn from nature, and use the natural resources with prudence. Nature’s operating principles are to use all resources judiciously without any wastage. Moving away from the linear process of production to the circular green process goes a long way in contributing to conservation. Shifting focus from virgin material to reconditioned material while building is the need of the hour.
2. Technology – an approach to unified communication.
Technology has two-pronged usage in housekeeping. One part is guest oriented and the other deals with the communication within the hotel departments.
2.1 Business intelligence system, unified communication and rapid response.
Business intelligence system collects lots of data. Big data is like fire – used wisely it can light our way, allay our fears and give us warmth. Used foolishly, it can be destructive and devastating. (Michael Schubach, Is bigger data really better data, Hotel Business Review, Aug 2017). Data collected is in the form of guest likes and dislikes, complaints and complements, discounts and waivers. Analyzing guest history by computing averages, spotting trends and evaluating statistical possibilities is the function of a business intelligence system. Accurate analysis helps in improving customer experience. By tracking lapsed time of each incremental step from initial order through final fulfillment, we can track staff productivity and harness the data for predictive purposes. The outcome of predictive analysis is customer loyalty generating more revenue.
During the survey 42.9% of executive housekeeper claimed that 80-100% of times technology helped them to take decisions.
Digitization increases efficiency through real time communication by reducing paper work in the cleaning and inspection processes. Faster room turn over equates to increased revenue. Single dashboard can be used to streamline tasks. Service rendition can be analyzed in detail and can be used to predict service outcomes. A dashboard analysis can prove to be a game changer. Process improvement is the outcome of smart cleaning concept and easier data analysis.
The hotels also benefit from:
SMAC – social media analytics and cloud
ORM – online reputation management
2.2 Technology weak spots
Housekeeping is a labour intensive activity. Technology has the potential to ease the administrative function of a housekeeper. The desirable human touch can be a victim of over reliance on technology. Technology standardizes the operations which take a toll on customization of services. Installation of the technology solutions come at a cost. Incomplete installation due to cost constraints, can increase or duplicate work instead of simplifying it.
3. Training – to develop personal leadership
There has always been a strong correlation between investment in training and organizational success. Research shows that employees exude professionalism, enthusiasm and commitment when well trained. Importance of training is demonstrated by top management by demonstrating housekeeping practices. “Cleaning and disinfection should be elevated out of the mop and bucket perception into a technical process undertaken by the skilled workers.”
3.1 Training as an integral part of housekeeping department
Training contributes to positive self-esteem of the employees. It makes them feel a part of the organization contributing to the profit of the business/hotel. It increases their credibility and respect. Many hotels link KPI implementation to training. It is important for management to give the due preference to training by:
• Looking up on training as an investment.
• Providing necessary resources.
• Tiredness not being treated as a barrier to learning.
Multi-unit hotels are also investing in e-learning modules with a minimum training programme.
Survey of the executive housekeepers showed a 50% distribution of training employees once in three months as against as and when required.
