There is a stark increase in the number of hotel properties coming up across the world, especially in India and rest of Asia. In the wake of the increased occupancy, the revenue models of hotels are fast tilting towards rooms, surpassing other departments. Housekeeping contributes in a big way to room revenue through maintenance and heightened guest experience. In this changing scenario, Clean India Journal, following the International Housekeepers’ Summit in 2016, set out to create a whitepaper to Redefine Housekeeping in the Corporate Strategy. Synopsis of the findings were tabled during IHS2017 in September. A Report.
Housekeeping is evolving at a rapid pace. The long-underestimated department of a hotel is now in the limelight. Housekeeping is and has always been multifaceted. It is time to take note of the all-pervasive nature of work at housekeeping, along with the impact it has on guest satisfaction and business performance.
Sustainability demands off-thegrid thinking resulting in judicious contemplation. Smart laundries, Nano technology and RFID contribute towards improved performance and assessment of environmental impact. This approach also helps to build awareness of the price of a product / service and its cost of disposal.
While technology has the potential to ease the administrative function of a housekeeper, the aim of training is to empower employees by giving them the authority and responsibility to successfully carry out tasks.
The procurement department is money handlers. The product purchased is the basis of operating cost. While the housekeeper as the end user is knowledgeable about the product specifications the procurement representative has expertise in commercials and analysis. Green products and carbon credits are reflected as benefits in the sustainability report.
In this white paper we look at:
- Sustainability – a new way of doing things.
- Technology – an approach to unified communication.
- Training – to develop personal leadership.
- Resources – where luxury is not at the cost of environment.
- Procurement – as a major cost determinant.
Housekeeping best practices, while being considered an essential part of the operation, the challenge lies in setting up guidelines for implementation of the best practices. 78.6% of executive housekeepers have the cleaning procedures defined and documented in the housekeeping department, but 35.7% did not have the quality criteria for all the cleaning processes defined (Executive Housekeepers survey August 2017).
The housekeeping department is well versed with the 3 R’s – reduce,reuse and recycle. The cornerstones of sustainability – solid waste management, water conservation, energy conservation, employee engagement and community involvement – are a part of the housekeeping fabric. The question of innovation looms large over results achieved from these. Frugal design and conspicuous conservation of resources used, goes a long way in conservation.
Housekeeping departments are going through a change by extending the conservation ideas to the employees’ homes. Dynamic gifts offered to the employees, for example, LED bulb, solar operated lights, drip irrigation devices substituting the traditionally gifted items for personal use with short life, is the beginning change.
1.1 Sustainability incorporated in the budgeting process.
Budgeting is a prime function of an executive housekeeper. 92.9% of them surveyed are in agreement that housekeeping contributes to the profits of the hotel. The data received indicates the following as contributing initiatives undertaken towards hotel profits:
• Operational cost control measures.
o Revising room amenities on the basis of room category and guest segment.
o Supervisors responsible for distributing amenities.
o Toiletries recycling.
o Avoiding holding of dead stock by monitoring through materials team.
o Tracking consumption and avoiding pilferages of guest amenities.
o Tracking consumption of cleaning chemicals.
o Bulk import of room amenities reducing the amenities cost by 40%.
o Participating in negotiation process of finalizing contracts of product suppliers.
o Recycling flowers.
• Up-selling of laundry, min bar, spa products, premium rooms
• Increase staff productivity.
• Continuously monitoring departmental budget.
• Switching off air conditioning and lights whenever possible.
• Control on running water while room cleaning.
• Best out of waste system.
• Following the principles of reduce, reuse and recycle.
• Regular airing of rooms to remove foul odours
• Selling products and services to guests – flowers, guest amenities, aroma oils, babysitting.
Off-the-grid thinking to include waste, energy & water footprints in the budgeting process making it a part of the daily operations will result in judicious spending.
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.
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.
Most have the ability of leadership but it needs to be nurtured. Everyone has the capability; the question to ask is how to get better at personal leadership? Leadership is contextual and an acquired skill. It is not about a position or designation but rather about performance or action. Demonstrating a skill is imitable compared to talking about it.
There are many competencies listed for leadership. The universal competencies which focus on good leadership include – belief, aspiring for excellence, challenging yourself, learning agility, and practice. Innovation forms a strong foundation of leadership.
3.3 Effective training
The first feel of the organization for a new employee is his / her first day of induction. It is majority of times an introverted process focused on the business perspective. Induction is an investment. It is beneficial to walk the talk. While it is important to convey the organization policies, rules and regulations designing the induction day from the new joiner’s perspective is also crucial. The trick is to get the balance right between hotel expectations and what the new joiner wants to know.
The trainers in the department have to be equipped to pass on the correct knowledge, skill and attitude required to perform the job well correctly. In other words they have to be trained on training. It is also essential to evaluate those who impart training.
Supervisor’s training should have technical and staff orientations. Technical orientations include complaint handling, time keeping, standards, scheduling, inventories, purchasing among others. The staff welfare and recognition programmes are on the other side of the balance which makes up for the most favourable performance.
3.3.1 Facilitating networking, recognition and appreciation
Supervisor’s people orientation serves to motivate the employees. Inspiring staff to repeatedly do their job well is the key role of training and development. Recognizing their experience and appreciating the job well done encourages repetition.
4. Resources – where luxury is not at the cost of environment
All the stakeholders should be sensitized towards use of resources. Luxury is in prudently using the resources, controlling their usage, not generating waste. Luxury is a mindset which needs to change. Luxury cannot be offered at the cost of environment. The Indian consumer is still very wasteful. The mindset of the Indian consumer needs to change. Education of the stakeholders is the need of the hour. Recognition will help to reinforce their positive behavior.
5. Procurement – as a major cost determinant
The procurement department is money handlers. The product purchased is the basis of operating cost. Procurement therefore requires planning. Cost is one of the major determinants in purchase. Most hotels have a process flow chart. While some items are one time purchase some others are phased through the year. Compromising standards to meet the lowest 1 or lowest 2 should be ideally avoided. Parameters for deciding a purchase include commercial, noncommercial and technical parameters.
5.1 Involvement of housekeeping in the procurement process
Many hotels have a purchase committee. It comprises of representatives from the user department, the purchase department and the finance department. This committee deliberates debates and discusses before arriving at a decision. With regards to housekeeping purchases it is important to involve the executive housekeeper and other representatives in the purchase process. While the housekeeper as the end user is knowledgeable about the product specifications the procurement representative has expertise in commercials and analysis. Wise purchase decisions are arrived at when the strengths of both are leveraged.
The hurdles listed by executive housekeepers in the survey are:
• Technical expertise not available who can recommend a product
• Not many quality vendors are available locally
• Non-availability of after sales service
• Non-availability of options and customizations
• Budgetary constraints – compromise on quality
• Management not sanctioning procurement
• Product not available
• Time lines and contract details
• Change of material
• Lack of authorized service providers to give standard service
• Pan India availability
Global and national contracts have definite volume and cost benefits.
Purchasing without budget sanctions – explain to management product need, guest services, increase in productivity to get product approved.
5.2 Procurement and sustainability
Acceptance of new products is to stretch out of the comfort zone. Demonstration on product efficiency and cost effectiveness helps in convincing management and the user department for the purchase. The manufacturer’s trainers / demonstrators play a crucial role. More often than not the decision is taken during the demonstration with regards to the efficiency of the product.
Housekeeping is a defining department of a hotel. Art of possibilities changes perception by holistically simplifying otherwise complex processes. They have the potential to convert linear processes into circular green processes.
Efficient housekeeping is possible by using different systems integrated with PMS – mobile checklist and inspection list, job assignment, room status changes, and varied KPIs on the dashboard for easy resource management. Future of housekeeping is in challenging old methods using latest software programmes.
The Whitepaper is being compiled by: Anuradha Khot Hospitality Trainer & Housekeeping Consultant Laxmi Todiwan Professor & HOD-Accommodation, Apeejay Institute of Hospitality Trupti Mahajan HOD-Housekeeping, Rizvi College of Hotel Management