Planning Housekeeping Operation

Planning is probably the Executive Housekeepers most important management function. Without proper
planning each day may present one problem after other, since the housekeeping is responsible for cleaning
and maintaining many different areas of the hotel.

Planning the work of the housekeeping depart require a systematic, step by step approach to ensure that
the work is not only done , but also done correctly ,efficiently , on time and with the least cost to the
department.

Planning should be undertaken in a systemic manner in order to obtain set objectives. Housekeeping
planning should be done on paper and needs to be properly documented.

The step by step process may differ from hotel to hotel, but essentially the sub-processes and tasks are
same.

Step1: Division of Work Document

Step2: Area Inventory List

Step3: Frequency Schedule

Step4: Performance standards

Step5: Productivity Standards

Step6: Supply Inventory and Par levels

Step7: Work Schedule

Step1: Division of work Document:-

 
 The Executive housekeeper identifies the areas that will come under the purview of housekeeping
department for maintenance and upkeep.
 Most housekeeping departments in luxury hotels are involved with cleaning guestrooms, related
public areas and other ‘back of the house’ such as dining and banquet rooms, meeting rooms,
recreation rooms, employee areas and management offices.
 The executive housekeeper should make a list of all the guest and employee areas of the property
in a division-of-work document and put down on paper, who would be responsible for cleaning and
maintaining each area.
 To ensure all possible areas to be cleaned have been covered, the executive housekeeper
must make regular tours of the property.
Step2: Area Inventory Lists:-
 
 Once the division of work document is finalized, the executive housekeeper needs to concentrate
on the areas that are department’s responsibility.
 The next important planning the work of Housekeeping department begins with creating an
inventory list of all items within each area that will need housekeeping attention.
 The more detailed the list, the more efficient the cleaning and maintenance of the areas
will be, in all probability. 

Step3: Frequency Schedules:-

 
 Frequency schedules show how often the items listed in an area inventory list are to be cleaned or
maintained.
 The frequency of cleaning is directly related to the type and amount of soiling expected in the area
or on the items to be cleaned.
 Frequency schedules divide the cleaning and maintenance tasks into daily, weekly, monthly or
periodic tasks.
 Many tasks in the public area are scheduled for the night. The higher the standards of cleanliness
and hygiene sought, the more frequent the cleaning needed.
 It should be remembered that some tasks should not be done too often, as excessive cleaning of
certain surface can damage them.
 These periodic tasks done at longer intervals are designated as deep cleaning tasks or special
cleaning.
 Deep cleaning should be scheduled for periods of low occupancy or during the night shift.

Step4:Performance Standards:-
 
 They are required levels of performance that establish the quality of work that must be done
according to the expectations of the property.
 Performance standards describe how and to what standards the work is to be done.
 The best -developed performance standards are the ones that are prepared in consultation with the
staff who actually perform the tasks.

Performance standards are achieved when:

 
1. Cleaning methods are correctly selected and systematically followed.

2. The idea cleaning agents are used on the various surface involved.

3. The correct pieces of equipment are used on the various surfaces involved.
 4. Cleaning tasks are carried out at required frequencies.

5. All the employees carry out their cleaning tasks in a consistent manner.

Once performance standards are set, the executive housekeeper should ensure that these are 100 per
cent conformity to the standards.
Supervision, inspection and evaluation are key process in ensuring conformity to standards.
The executive housekeeper must be constantly on the alert for new, more efficient and more cost-effective
methods.
The performance standards should be reviewed and revised at least once a year

Step5: Productivity Standard: 

 It determines the quantity of work to be done by the department employees.

 Productivity standards must be determined in order to staff the department within the limitation with
the hotel operating budget plans.
 Housekeeping Managers must know how long it should take a room attendant to perform the major
cleaning tasks identified on the cleaning frequency schedules such as guestroom cleaning.
 Once this information is known, productivity standards can be developed; performance &
productivity standard should be carefully balanced.
 If the quality expectations are set too high, the quantity of work that could be done may be low.
 Every hotel must develop their own productivity standards, as there are several factors that
influence these standards, which vary from one property to another.
Some of these factors may be:
1. The type and age of the property.
2. The type of surfaces involved and the degrees and type of soiling.
3. The accessibility of the work area from the service areas.
4. The frequency of cleaning.
5. The amount of traffic in the work areas.
6. The type of cleaning supplies and equipment available.
7. The function of the work area.
8. The quality of supervision and inspection.
9. The expected standards of cleaning.
10. The quality of employees.
Example of productive standard worksheet:
Total Shift Time = 9 hrs X 60 mins = 540 mins.
Beginning of Morning Shift = 20 mins
Tea Break = 10 mins
Lunch = 30 mins
Evening Tea Break = 10 mins
End of Morning Shift = 20 mins (handover)
Therefore, the room attendant is therefor works 450 mins in guest room (540-90) and each room takes 30
mins to clean. Therefore, the attendant can clean 15 rooms in 450 mins.
Step 6:Equipment and Operating Supply Inventory Levels:
Once all standards are set and the staff members have been trained to follow them, the executive
housekeeper must ensure that the employees have the necessary material resources to carry out their
task.
These material resources are the necessary equipment and supplies, which should be adequate in quality
and quantity to meet the performance and productivity standards.
The term ‘inventory’ here means the stock of purchased operating supplies, equipment, and other items
held for future use in housekeeping operations.
There are two types of inventories.
1. Recycled inventories
2. Non-recycled inventories
Re-cycled inventories:

These are the items which have limited useful lives, but are used over and over again in housekeeping
operations.
1. Linen
2. Uniforms
3. Machineries and large pieces of equipment
4. Guest loan items like hot water bottles, heating pads, irons, ironing boards, and so on.
Non-recycled inventories:
These are the items that are used up repeatedly during the course of routine housekeeping operations.
These include:
1. Guest amenities
2. Cleaning supplies
3. Smaller pieces of equipments like brooms, mops, cleaning cloth, ad so on.
The executive housekeeper must establish reasonable levels for both the inventories. Overstocking should
be avoided. There should be effective purchasing system to consistently maintain the inventory levels set
by the executive housekeeper.
To maintain inventory levels, the executive housekeeper needs to determine the par level for each
inventory item.
Determining Par Levels:-
‘Par’ refers to the standard quantity of each item that must be on hand to support daily, routine
housekeeping operations. The par levels are determined differently for two types of inventories.
 1. Recycled: Inventory levels for recycled items are measured in terms of par numbers. The par
number is a multiple of the standard quantity of a particular inventory item that must be on hand to
support day-to-day housekeeping functions.

2. Non-recycled: In non-recycled inventory, the par number is the range between two figures:

A:- Minimum inventory quantity

B:- Maximum Inventory quantity
A:-Minimum inventory quantity: It refers to the lowest number of purchase units(items per case) that must
be in stock at any given point of time. The minimum quantity figures are established based on the rate of
consumption of a particular inventory item over a certain period.
Minimum quantity = Lead time quantity + safety stock level.

 Lead time quantity is the number of purchase units that are used between the time that a supply
order is placed and the time that the order is received in hand.
 Safety stock level is the number of purchase units that must be on hand in case of emergencies,
damages, delay in delivery, and so on.
B:-Maximum inventory quantity: It refers to the greatest number of purchased units that should be in stock
at any given point Storage space, the cost of the item, and its shelf life(‘best before’ date) are certain
factors that must be kept in mind.

Step7: Work Schedule

The work schedule is a document that lists the actual task to be carried out by an employee in a particular
shift and the time frame in which to undertake each task.
The number of schedules made for a given area is thus an indication of the number of staff required to
clean that area on the particular day.
For guestroom cleaning, the executive housekeeper should schedule GRAs by giving each of them room
sections of 15-16 guestrooms. In case of team staffing, 30-35 guestrooms contiguous to each other can be
assigned.
To plan out guestroom cleaning, it is recommended that a pictorial representation ( layout) of the location of
all guestrooms within the hotel be developed. so that the housekeeper then plan out the room sections to
be cleaned by GRAs individually or as a team with greater ease.
 Changing Trends in Housekeeping

Hotels are changing rapidly. Earlier, the emphasis was on cleanliness but today, Hygiene is the key word.
Recruiting, training, and retaining quality staff has become a major challenge in housekeeping today. There
is an increasing awareness on the need to use eco-friendly housekeeping amenities, products, and
processes.
There are many new trends in hotels that are changing the nature of housekeeping in hospitality.
Step-1:-Women’s-only Floor
Step-2:-Design Trends
Step-3:-Amenity Trends
Step-4:-Process Trends
Step-5:-New Scientific Techniques
Step-6:-In-Savvy Housekeeping

Step-1:-Women’s-only Floor:-
Many luxury hotels now offer an exclusive woman’s-only floor due to increase in women business travelers.
The trend started with ITC hotels and now been implemented by many hotels.

 The eva floor can be accessed only by women, no male staff is allotted to the floor and no male
guest is allowed to access the floor.
 Entire operations on the floor are managed by female crew.
 There is a separate elevator access to the floor; this elevator does not allow access from other
floors.
 The décor of the rooms and amenities placed too emphasizes feminity.
E.g.: Pink or lavender linen, ladies grooming kit, yoga kit, jewelry box, facial steamers, silk curtains,
super furry cushions, soft fur rug, and aroma oils, fresh flower arrangements, and so on.

Step-2:-Design Trends:
The following trends in design are observed in public areas in hotels:

 Increased use of emissive glass for exterior walls, doors, and windows of main building of hotels.
This glass is treated with an invisible metallic oxide coating, creating a surface that allows light to
pass through, while reflecting the heat. Use of this glass reduces energy consumption, decreases
fading of window treatment fabrics, and enhances the comfort factor in residential buildings.
 The lobby has new functional spaces such as lobby bar and patisserie area.
  Contemporary state-of-the-art lighting fixtures with LED are used in elaborate chandeliers.
 Vertical gardens are miniature gardens that scale the walls vertically and require very little water for
maintenance.
 New concept in flower arrangements are seen with minimal flowers and more foliage and dried
plant material is being used.
 Trends in landscaping are towards having more outdoor seating and dining areas.
 Use of small and large indoor plants in interiors rather than elaborate flower arrangements is
another sustainable initiative.
The following trends are seen in guestrooms in hotels:

 Vibrant colors are being experimented with in guestroom interiors.

 Hotels are investing in beds with thick plush mattresses, which offer high degree of comfort
and are hypoallergenic too.
 Exposed bathrooms are a fast catching up trend especially In guestrooms at resorts and spas.
These bathrooms are exposed to the sky as there is no roof. Flooring has pebbled areas and
typically some outdoor plants can be fount in exposed bathrooms.
 Spacious bathrooms are in vogue with both shower cubicle and bath tub.
 Contemporary sleek bathroom fixtures with sensors to control flow of water are a trend.
 Personal Jacuzzi (bath tub under water jets to massage the body) and whirlpools ( a heated
pool in which hot aerated water is continuously circulated) can be found in
contemporary bathrooms.

Step-3:-Amenity Trends
As the competition is increasing, the following extra amenities are being offered by hotels to woo guests:

 Hotels are going for world class, designer label toiletries and cosmetics to be placed in guest
bathrooms.
 Hotels also place a pillow menu for guests, offering a variety of pillows such as slim soft pillow,
super soft pillow, body pillow, meditation pillow and so on.
 A slumber/sleep kit, which may contain eye mask, ear plugs, aroma roll-ons, and blackout eye
bands for jet lag, is placed in the drawer of the night stand.
 A yoga kit can also be found in guestrooms. It contains yoga mat, oil diffuser, and aroma oils, CDs
on basic yogasans, yoga hand book, and yoga apparel.

Step-4:-Process Trends
 Turndown service is now being delivered in a more creative way with GRAs placing towels art,
flower petal art, and small good night goodies on the bed. Innovation and creativity is also seen in
customizing the turndown such as dessert turndown, cognac or liquor turndown, or chamomile
green tea turndown.
 Another area where creativity is being seen is in the provision of a bath butler service. In this
service the personal valet makes up a relaxing bath with a preferred essences, floral petals, herbs,
and bath salts. A choice of beverages and appetizers too are kept ready at arm’s length.
Step-5: New scientific Techniques:
The use of new scientific techniques such as work studies and ergonomics is a new trend in housekeeping.
Work Studies:
These are analyses of the task,equipment, and time to do specific jobs.They can be an important tool in
determining the hotel’s SOP.Many housekeepers have realised this value of work studies and are
developing SOPs based on work studies done at their properties.
Ergonomics:
This scientific discipline is concerned with the understanding of interactions between humans and the
elements of a system they work in.Work studies of the ergonomic of each task and the equipment,
process, and products used in it is necessary for the well-being of the hopusekeeping staff because of the
physically demanding profession that it is.
Scientific Equipment
It aids housekeepers to achieve high standards of cleaning and maintenance.For e.g:

 Decibel meter: It is used to check sound level. The sound level on and near bed is to be
maintained at 35 db.
 Lux meters: It is used to check illumination in an area. The overall lever of the room should be
maintained at 100 lux.
 Glossmeters: It is used to check gloss level of flooring. Gloss level in guestroom should be
maintained at 90 and reflectance at 95.
 IAQ Sensor: It is used to detect imbalances in indoor air quality.
 Reflectometers: These are used to check the brightness of the hotel linen.
Bed linen-95
Bath linen-94
Table linen-95
Uniforms-92

Step-6:-IT-Savvy Housekeeping:
Many hotels have invested heavily in information technology (IT) infrastructure and networking that deploy
the latest technical advances in their operations.
The Latest IT Amentities:
The newer technologies that are gainig entry into the hospitality segment are Wi-Fi( Wireless fedelity), radio
identification, and the possibility of tracking inventory and guest data through the convergence of cellular
and wireless technologies, GPS ( global positioning system), and so on.
Wiireless connectivity is developing rapidely, enabling the whole world to stay networked and
connected.Bussiness travelers in particular are always looking for ways to stay productive while on the
move and expect wireless connectivity at their hotels.

IT in Housekeeping Department:
WlAN technology is enabling a wide range of hospitality applicatons in the housekeeping department.
Housekeeping staff can now conduct room checks after a guest vacates the room through a handheld
WI-Fi-enabbled device to report the status of the room.
Staff can also check and communicate inventory information for guestroom supplies and stocking of
minibars in order to ensure that provisions are replenished in an efficient manner.
Housekeeping manager can also contact workers and identify their location quickly, resulting in quicker
response times.
Computers are now being used in many housekeeping departments for rooms management, inventory
control, linen management, and so on.
Housekeeping Software:
Housekeeping operations modules are now an integral part of integrated hotel management software. The
modules widely available include applications such as

 Forecasting GRA requirements,

 Daily housekeeping scheduling,
 Tracking housekeeping history, and
 Monitorind GRA performance.
Forecasting GRA requirements:
This module is designed to forecast the total number of GRAs needed each day in future, based on the
current in-house occupancy and staffing and the expected arrivals/departures over the forthcoming
period.These modules can forecast staffing requisites upto 365 days in advance, given the right inputs.

Daily housekeeping scheduling:

This application can automatically creat and print a cleaning schedule each day for GRA, based on the
number of dirty rooms, estimated cleaning time needed per room, and the number of GRAs in the
establishment.A ‘housekeeping status screem’ is the core element of the system, and tracks each
housekeeper, updatig the status as roomes are cleaneda and inspected.
The module tracks the status from ‘dirty’ to ‘ready for inspection’ to ‘clean and ready for guests’. This is
made possible by marking the rooms ‘clean’ using an i-room intercom or handheld wireless PDA (personal
digital assistant) as each GRA and supervisor is through with them.
If the optional phone interface is installed,
The room attendant canpress a key on the in-room phone to indicate they have started cleaning( it stamps
the clean start time),the room attendant can press the different key to indicate they have completed
‘clean’( it stamps the end time) and indicate ‘ready to inspect’
The reports are then available showing the actual cleaning time per room, as well as the expected cleaning
time and variance.
Housekeeping History and GRA performance reports:
This is historical module. It is possible to measure each GRA by trackin the ‘estimated clean time’ and
‘actual clean time’, as well as the variances.
Since the supervisors use the intercom in the room to mark the room as ‘ready for guest’, this system can
also store the time at which the supervisor finished the inspection.
Thus, reports are available that show how much time elapsed between the GRA nd supervisor completing
the inspection.
The executive housekeeper can thus track the time and duration for each room cleaning by each person.
In case the supervisor determines that the room is not cleaned properly, the room status can be changed to
‘dirty’. The ‘re-clean‘ display can include comments, such as ‘shower needs proper cleaning’, ‘poor job’ etc.
This information s available to track the GRAs performance.

Hygiene, Not just cleanliness:-

Today each hospitality chain is recognized by its score for the hygiene standards it follows throughout all its
properties. While considering hygiene in guestrooms, housekeeper has to take notice of matters such as
the air quality and sanitization.
Since the time available for the quick recovery of room after a guest departs is getting smaller as people
travel more, the conventional cleaning procedure is now giving way to new trends.

 For instance, bed covers are being replaced by duvets. The duvet covers are compulsorily
changed after departure, and thus the next guest gets into a fresh, hygienic bed.
 Carpets on guest floor are being replaced by wooden flooring. This too is a step towards negating
the chances of bacteria breeding in-house.
 The headboards of beds, which initially used to be padded with foam and upholstered, were
friendly to microbes, hair and skin debris, and grease now replaced by leather covering or solid
wood for easy maintenance and disinfecting.
Another revolutionary trend in hygiene in hotels is the advent if microfiber cleaning technology. The use of
microfiber dusters and mops result in much more effective dirt and germ control.
Training and Motivation:
The biggest challenge in hotel housekeeping in the present scenario is finding, training, retraining, and
continuously motivating quality staff. Increased mechanization of housekeeping operations has placed
housekeeping managers in a position to train staff on optimum usage of equipment, supplies, and labour to
increase efficiency.
Today, housekeeping jobs are more machinery-oriented and training crucial to maintain high levels of
performance and productivity standards.

Training:
An individual employee needs to be trained and equipped to handle the job required to do efficiently and
pleasantly with the least possible expenditure of time, effort, and resources. Employees, regardless of past
experiences, always need some degree of training before starting a new job. Small institutions may try to
avoid training by hiring people who are already trained in the general functions with which they will be
involved.
Hotels are also promoting cross-training, thereby reducing the worry of staff requirements by making it
possible to rotate inter-department shifts during high-pressure situations. Another upcoming training trend
is that housekeepers collaborating with hotel management institutions for theoretical knowledge, where the
institutions faculty deliver lecture sessions to the housekeeping staff.
Finally, training is the best method to communicate the company’s way of doing things, without which the
new employee may do work contrary to company policy.

A Systematic Approach to Training: Training may be defined as those activities that are designed to help an
employee begin performing tasks for which he or she is hired. The purpose of training is to enable an
employee to begin an assigned job or to improve upon techniques already in use. In hotel housekeeping
operations, there are three basic areas in which training activity should take place: skills, attitudes, and
knowledge.

SKILLS TRAINING: A sample list of skills in which a basic housekeeping employee must be trained are as
follows:

1. Bed making: Specific techniques; company policy

2. Vacuuming: Techniques; use and care of equipment
3. Dusting: Techniques; use of products
4. Window and mirror cleaning:  Techniques and products
5. Setup awareness: Room setups; what a properly serviced room should look like
6. Bathroom cleaning: Tub and toilet sanitation; appearance; methods of cleaning and results desired
7. Daily routine: An orderly procedure for the conduct of the day’s work; daily communications
8. Caring for and using equipment: Housekeeper cart; loading
9. Industrial safety: Product use; guest safety; fire and other emergencies

Training Methods: 
There are numerous methods or ways to conduct training. Each method has its own advantages and
disadvantages, which must be weighed in the light of benefits to be gained. Some methods are more
expensive than others but are also more effective in terms of time required for comprehension and
proficiency that must be developed. Several useful methods of training housekeeping personnel are listed
and discussed.

1. ON-THE-JOB TRAINING
2. OFF-THE JOB-TRAINING
3. SIMULATION TRAINING
4. INDUCTION TRAINING
5. REFRESHER TRAINING
6. REMEDIAL TRAINING
7. CROSS-TRAINING
8. COACH-PUPIL METHOD

1.ON-THE-JOB TRAINING: Using on-the-job training (OJT), a technique in which “learning by doing” is the
advantage, the instructor demonstrates the procedure and then watches the students perform it. In
housekeeping operations, the instructor is usually a GRA who is doing the instructing in the rooms that
have been assigned for cleaning that day. The OJT method is not operationally productive until the student
is proficient enough in the training tasks to absorb part of the operational load.

2. OFF-THE JOB-TRAINING: This type of training takes place away from work, in a classroom, by means
of workshops, demonstrations, lectures, discussions, seminars, audio-visual  presentations, etc. Few of
these methods have been discussed below:

 LECTURES: The lecture method reaches the largest number of students per instructor. Unfortunately,
the lecture method can be the dullest training technique, and therefore requires instructors who are
gifted in presentation capabilities. In addition, space for lectures may be difficult to obtain and may
require special facilities.

 CONFERENCES: The conference method of instruction is often referred to as workshop training. This

technique involves a group of students who formulate ideas, do problem solving, and report on
projects. The conference or workshop technique is excellent for supervisory training.

 DEMONSTRATIONS: When new products or equipment are being introduced, demonstrations are

excellent. Many demonstrations may be conducted by vendorsas a part of the sale of equipment and
products. Difficulties may arise when language barriers exist. It is also important that no more
information be presented than can be absorbed in a reasonable period of time; otherwise
misunderstandings may arise.

 3.SIMULATION TRAINING: With simulation training, a model room is set up and used to train several
employees. Whereas OJT requires progress toward daily production of ready rooms, simulation requires
that the model room not be rented. In addition, the trainer is not productive in cleaning ready rooms.
4. INDUCTION TRAINING: This is carried out when an employee is new to the organization and has to
learn the required knowledge, skills, and attitude for his new position.

5. REFRESHER TRAINING: This is carried out when an old employee has to be re-trained to refresh
his/her memory.

6. REMEDIAL TRAINING: This is carried out for old employees when there is a change in the present
working style, which may be related to a competitive environment, technological changes, or guest
expectations.

7. CROSS-TRAINING: This training enables employees to work in departments other than their speciality in
periods of staff shortage.

 8.COACH-PUPIL METHOD: The coach-pupil method is similar to OJT except that each instructor has only
one student (a one-to-one relationship). This method is desired, provided that there are enough qualified
instructors to have several training units in progress at the same time.
 
Training Aids: 
Many hotels use training aids in a conference room, or post messages on an employee bulletin board.
Aside from the usual training aids such as chalkboards, bulletin boards, charts, graphs, and diagrams,
photographs can supply clear and accurate references for how rooms should be set up, maids’ carts
loaded, and routines accomplished. Most housekeeping operations have films on guest contact and
courtesy that may also be used in training. Motion pictures speak directly to many people who may not
understand proper procedures from reading about them. Many training techniques may be combined to
develop a well-rounded training plan.

Motivating:
Retaining and motivating staff is crucial for the success of any organization. This especially true in the
hospitality industry, where the housekeeping team members are involved in unglamorous tasks that are
very often go unnoticed.
It is not incentivized in the same way as some other departments, in addition lack of communication
between the managerial and grassroot levels leads to employee frustrated and overworked.
Entertainment and rewarding options to break the veritable monotony by way of outing, or recognition of
employees by name go a long way towards ensuring job satisfaction.
Team parties, public appreciation, and taking suggestions from employees are good tools for motivation.
 Environment Friendly Housekeeping:
Eco-Friendly Amenities, Products, and Processes:
There is an increasing awareness of the need to use eco-friendly amenities, products, and practices in the
housekeeping industry.

1. Toiletries
2. Textiles
3. Energy-conserving products
4. Ozone Treatment
1. Toiletries:
Most of the hotels are opting for toiletry ranges evolved after and experimentation on the potent
healing, curative, and therapeutic properties of herbs, their extracts, and essential oils on the skin and
hair, especially as laid down in Ayurveda.
Some of the herbs and natural substances frequently used in toiletries such shampoos, conditioners,
creams, and so on are aloe Vera, liquorice, citrus fruit, sunflower, basil, clay etc.
2. Textiles:
Some international chains and ecotels (define  the concept of environmental responsibility in the
hospitality) are experimenting with textile made of bamboo fibres as an environmentally sustainable
material for bed and bath linen and uniforms.

 Bamboo is one of the world’s most prolific (producing more greenery), regenerative crop and is
grown without the use of pesticides.
 Fabrics made of bamboo are naturally antibacterial and hypoallergenic. Bamboo fibres are usually
blended with cotton (65%: 35% or 40%: 60%) to yield more absorbent, softer, and smell resistant
luxury bath linen than normal.
 Bamboo fabrics have a unique silky texture and are superior to cotton in terms of softness,
durability, and comfort and are therefore ideal for the manufacture of bed linen.
 The bamboo fibre under microscope shows various gaps and holes and hence the fabrics made
out of it can rapidly absorb and evaporate moisture, making them exceptionally comfortable.
 Moreover, bamboo is cool in summer and warm in winter.

3. Energy-conserving products:
Housekeepers are now looking for products and equipments that help conserve energy. One such
product is the jet hand-dryer that produces bi-directional jets of cold air jets that come to a head at 68
m/s to leave wet hands bone dry in seconds. The drier is activated by placing the hands in the drier bin.
The products primary advantage is the enormous power saving due to its low energy consumption
compared to the conventional hot-air model. This machine runs at 700W, whereas the conventional
hot-air dryers run at 2000W (67% difference).
Some trends in lighting that have been gaining momentum in Indian hotels are the use of LEDs with
sensor technology, and compact halogen lamp.
4. Ozone Treatments:
Ozone treatment is emerging as a clean and environmental-friendly technique that has a wide variety
of applications in housekeeping department. Ozone is a form of oxygen molecule composed of three
atoms of oxygen instead of the usual two. It decomposes quickly and turns into regular oxygen easily,
however, when the extra oxygen atom splits away from the ozone molecule. This extra oxygen atom
tends to oxidize substances it comes into contact with. Thus ozone acts as a disinfectant, ozone is
safer and more effective than chlorine since it purifies water and air.

 Air treatment with ozone: Ozonizers can be used to treat the air in hotel rooms and public
areas.
 Room Ozonizers: This is compact device that can be used to disinfect and deodourize air-
conditioned rooms, thus improving the indoor air quality.
These are effectively remove the smell of smoke and other foul odours that have built up in
everyday use.
 Ozonizers for lobbies and corridors: It can also be placed in lobbies and corridors or passages
to disinfect the air and effectively remove all foul odours.
Small capacity Ozonizers, such as the 1 gram models, can be enough to minimize the odour in
such areas.
 Ozonizing air-scrubbers in bars and pubs: These are generally smoky areas, and many people
both smokers and non-smokers experience discomfort in such crowded places. Specially
designed scrubbers can draw the foul air out, treat it with ozone to disinfect and clean the air,
and then return it through the air-handling unit.
 Water treatment with ozone: Ozone can also be used to treat drinking water, swimming pools,
recirculated water, and laundry operations.
 Disinfection of drinking water: Ozone is an all-pervasive anti-bacterial and anti-viral agent. It
needs only a short reaction time of a few seconds to effectively kill all germs, including viruses,
within a few seconds.
Ozonizer disinfect, remove turbidity, and unpleasant tastes and odours from water to provide
safe drinking water.
 Swimming pool treatment: Here, ozone is injected at the water entry point of the pool to
disinfect the water. This treatment makes the water clear, sparkling, and appealing.
It is safer for swimmers as well compared to chlorine, which is accompanied by certain health
hazards like eye irritation, hair loss, and skin rashes.
 Ozonization of recirculated water: Ozonization of recirculated water in cooling towers
dramatically enhances its performance, reducing the operating costs by eliminating the use of
chemical and considerably lowering the make-up water requirement.
Its disinfection properties effectively prevent bacteria built-up, as well as destroying organic
binding matter such as slime algae.
It thus increases the efficiency of the cooling tower and reduces power consumption as well.
 Ozone in laundries: It is an effective cleaning agent in all single-colour laundry operations
since it improves the efficiency of the washing process by reacting with the dirt molecules and
converting them to oxides that are easier to treat.
Ozone substantially reduces the need for laundry chemicals.
 Duty roaster

Planning duty roasters: Duty roasters specify the allotment of jobs, hours of duty, and days off for each
member of the staff. To make for an even share of duties, the roaster should be rotated every five weeks.
Duty roasters must be simple in format, easy to interpret, clearly written, and displayed on the staff notice
board at least a week in advance.

Advantages for a duty roaster: Planning a duty roaster in advance helps to ensure:
 The exact number of staff required to be on duty at any given occupancy.

 That staff working hours are as per their employment contract.
 Their regular off-days are availed for enhancing productivity.
 Knowledge of which employees are present on the premises in instances of emergencies.
 Accuracy in attendance and payroll reports.

Steps in making a roaster: The steps in making a duty roaster are as follows:

Step 1: Ascertain occupancy levels and events expected in the hotel: This information is provided by the
sales and marketing department at the beginning of the financial year. On a daily and a weekly basis, more
specific reports of occupancy are available through coordination with the front office department. The
overall forecasts of occupancy must be considered before scheduling the employees’ annual leave. These
forecasts also help the executive housekeeper to follow the staffing to ensure sufficient staff at peak
periods and avoid excess labour during slack periods.
Step 2: Ascertain the spread of duty hours to be scheduled in the duty roaster, whether 12 hours, 16 hours,
or 24 hours. Decide whether the positions will work for 5 or 7 days per week.
Step 3: Ascertain the type of shift-straight shift, break shift, rotating shift, or any other alternative
scheduling-to be used.
Step 4: Ascertain the number of full time and part time staff on the payroll.
Step 5: Ascertain the number of labour hours per day and per week required for various positions.
Step 6: Incorporate coffee breaks and mealtime allowances in the roaster.
Step 7: Ascertain that each employee gets a weekly off day after 6 working days. Provide for compensatory
offs. Schedule one reliever per 6 employees.
Step 8: Ascertain closed days and restricted holidays, and any contingency planning that may be needed.
Since the amount of work in a day may take longer than the length of one shift, several work schedules
need to be compiled for use in one day. The number of schedules made for a given area is thus an
indication of the number of staff required to clean that area on the particular day. The schedules should be
handed over to the employees when they report for work.
E.g:Job allocation and work schedule: A work schedule is a document that lists the actual tasks to be
carried out by an employee in a particular shift and the time frame in which to undertake each task. The
document includes the following:
 The position of the employee
 The area of operation
 The time at which the employee has to perform the allotted task
 Timings of meals, breaks, and any special jobs
 Time for tidying equipment and closing up

 Calculating staff strength: Compared to other hotel departments, the housekeeping department employs
the largest workforce in most hotels. Manpower thus becomes a major operating expense. Good
management of the housekeeping department depends on achieving a balance between the workload and
the staff strength. When calculating staff strength, it must be remembered that each property will have its
individual requirements. The factors to be considered here are:
 The type of hotel it is
 The location of the hotel
 Traditions and customs of the locality
 The size of the hotel (in terms of number of rooms)
 The occupancy rate of the hotel
 Management needs
 Company policies
 The quantity of work to be done
 The quality of work expected, that is, the standards to be met
 The time needed to do the work
 The frequency with which the work needs to be done
 The time when the work area is available
 The amount of traffic in the area

Thumb rules for determining staff strength

 Executive housekeeper: 1 for a 300 room property

 Assistant housekeepers: 2 (1 per morning and evening shift)
 Floor supervisors: 1 per 60 rooms for the morning shift; evening shift; night shift.
 Public area supervisors: 1 for each shift (for every 10,000 sq ft of area)
 Linen/uniform room supervisors: 1
 Room attendants: 1 per 16 rooms for the morning shift; 1 per 30 rooms for the evening shift.
 Linen and uniform room attendants:  2
 Housemen: depends on the size of public areas and functions expected,(1 per 2500sq ft of area)
 Desk attendants: 1 per shift
 Tailors/upholsterers: 2 (may differ depending on the size of the hotel)
 Horticulturist: 1
 Head gardeners: 1 per 20 gardeners
 Gardeners: 1 per 4500 sq. ft of landscaped area
 Time and motion study in housekeeping operations:  
Extensive research in the form of time and motion studies to analyze work methods has helped the industry
to find better and easier ways to carry out tasks and save time and energy. The time and motion studies for
a task calculate how long it takes, on an average, to perform a certain task. This helps in calculating
staffing levels. To do a time and motion study, several staff members perform the same task (say, bed-
making), one by one, their movements are studies and clocked. The results are compared and an analysis
is done as to how long it takes on an average to perform the task. The best practices derived from this
study are then used by everyone, so that the resulting performance will be more standardized and more
predictable. Any of the methods discussed below can be used by the executive housekeeper to do a time
and motion study in her department.
Pathway chart: this technique involves the study of the path covered by the worker in the undertaking and
completion of a task. A floor plan of the work area is drawn to scale and fixed to a board on the wall. A long
thread is pinned down at the starting point on the plan. The line of motion is marked using this thread-
whenever the worker turns, that point is marked with a pin and the thread wound around it. The length of
the thread gives an idea of the distance traversed in the completion of the task. The time taken is also
noted down. Various pathways are tried out to find the simplest and smallest route to finishing the task
successfully. This is done to achieve the least exertion and minimal loss of energy and time. This technique
helps pinpoint all movements that can be reduced or eliminated.
Process chart: all tasks, in order to be completed, require a specific process or activity. In this technique, a
close study of the process adopted is carried out and the flow of activity closely studied. A record of the
time taken to finish the task is kept. All unnecessary movements and steps are then listed down, so as to
be avoided in the final process adopted.
Operation chart: this technique helps one track down all wasteful expenditure of time and energy in all
activities. The technique requires a detailed study of all the smaller activities making up a work process.
The movements of the two hands are studies in great detail and a fine analysis shows where in the job
delays are occurring.
Micro-motion film analysis: using a timing device, every activity is filmed. Then a detailed study, especially
of the finer movements of the hands and other parts of the body, helps analyze the areas where changes
need to be or can be made to carry out the task with the least expenditure of time and energy.
Cyclography: This is also a technique that uses filming. Here, a bulb is attached to the worker’s body (may
be the hand, the legs, or the back). As the body or the body part so highlighted moves during the activity,
the path taken is lighted by the electric bulb and hence easily captured by slow photography. The analysis
of the complete film or the record of movement helps reveal how smooth and rhythmic the movements of
the activity are. Thus, the worker may be guided to make the necessary changes.
Chronocyclography: In this technique, a film of the activity is made with small lights attached to the middle
finger. The pattern or movement is filmed and finally analysed to find out which movements were
unnecessary or arrhythmic and can be eliminated or improved upon.
 TEAMWORK AND LEADERSHIP IN HOUSEKEEPING
The current trend in housekeeping operations is to form teams to accomplish tasks rather than scheduling
employees on an individual basis. The three important determinants of teamwork are leadership, the
building of the right kind of groups or teams for better productivity, and membership. A housekeeping team
may consist of one supervisor, several (2-5) GRAs and one houseman. This team under the supervisor
becomes totally responsible for a particular section of guestrooms in the hotel. Cleaning performance, say,
is then measured on a team basis rather than on individual basis.

Team cleaning-an example of teamwork: 

In team cleaning, two or more GRAs together clean one guestroom at a time. Usually teams of two GRAs
each are assigned to 30-35 rooms. Team members rotate duties of bedroom and bathroom cleaning. Team
cleaning is successful when ideas come from the employees themselves and they are given a free hand in
their implementation. Team cleaning works in hotels that are willing to make a change to meet new
challenges. A teamwork checklist should be followed by the executive housekeeper to make it a success.

 Reward teamwork by praising the team and giving them choice assignments, raises, and
promotions.
 Include teamwork as a criterion during the employee’s performance appraisals.
 Rotate special assignments, allowing everyone an opportunity to shine as an individual
occasionally.
 Consider ideas generated jointly by the team as well as individual ideas.
 Share information and give the team a say in decision-making.
 Give credit to the team for jobs well done.
 Set an example of cooperation with others and yourself.

Advantages of teamwork: 

There are many advantages of teamwork. Some of these are as follows:

 A principal advantage to the manager is in being able to schedule a group of people as though they
were one entity.
 Co-operation and workers morale will be higher when they are part of a small unit rather than
solitary individuals in a large group of people.
 Team spirit will cause the entire group to excel in operations. GRAs who excel in room cleaning
help the poorer performers on the team to improve.
  Absenteeism and tardiness get better resolved at the team level because one member being
absent or late could have a negative effect on the entire team’s reputation.
 With increasing concern for safety and security, assigning two or more GRA’s to clean a room
could save expenses on liabilities and lawsuits.
 Mundane cleaning tasks may become fun when performed as a team.
 Fewer tools are needed-for example, one room attendant’s cart, one vacuum cleaner, and one
hand caddy can equip a team of two.
 Some heavier cleaning tasks are accomplished more easily and faster with two people-for
example, moving beds, turning over heavy mattresses, making up a double bed, and so on.
 Bringing new employees up to the required standards becomes easier since they have buddies to
coach them along the way.
 There is saving on labour costs since team workers complete work faster, have better attendance,
meet with fewer accidents, and develop greater interest in improving the processes.

When planning for team cleaning, the executive housekeeper must address the following considerations:

 Have linen and cleaning inventories equally distributed so that teams do not fight over supplies.
 If a team must stop because it is faced with some hurdle, the work output of 2-3 people is stopped,
as opposed to only one in the traditional method of guestroom cleaning. Hence the executive
housekeeper should make sure that adequate supplies are available and teams are given an
accurate list of room assignments.
 Scheduling may require special effort to accommodate team members getting the same days off.

LEADERSHIP: 
For teamwork in housekeeping to be successful, the department leader, that is, the executive housekeeper
needs to be an inspiring role model as a team player as well as an effective leader. The leader of any group
can help to build its members into a well-knit team by sharing vision, goals, and strategies with them.
Leadership is the capacity to frame plans that will succeed and the faculty to persuade others to carry them
out in the face of difficulties. Leadership quality in a manager makes people look up to him/her for advice,
feel motivated to work for and respect the manager, and be loyal to the manager. An executive
housekeeper who can mobilize the trust and support of the staff achieves great heights. Some executive
housekeepers who are good planners and organizers fail to achieve results because they are not effective
as leaders. An executive housekeeper who is a good leader will ensure the following activities:

 Draft a compelling vision

 Communicate passionately
 Get cooperation from others
 Inspire and pull employees towards goals
 Provide direction and momentum
 Be assertive if necessary
 Learn from other leaders
 Make decisions in line with the vision
 Get feedback
  Command and not demand respect and loyalty
 Do some self evaluation as well

Different leadership styles may be used by the executive housekeepers. Some distinctly make people work
by force or order; others join the group and initiate activity; still others use persuasion; while some, by their
pleasant and endearing manner, generate the enthusiasm for work and achieve goals in the best possible
manner. An executive housekeeper who is an effective leader uses all these styles to different extents,
according to the nature of the decisions to be made and as the situations demands.

Styles of leadership:

 Autocratic: imposes own decision with/without explanation to subordinates

 Participative: decision made after prior consultation with subordinates
 Democratic: joint decision arrived at
 Laissez faire: decisions taken by delegation

Most often, executive housekeepers tend to use the participative style and depend more on
communication, adopting a supportive attitude and sharing needs, values, goals, and expectations with
their staff. When employees, regardless of their level of education, are involved in decision making,
they become highly contributive to successful decisions of major consequence. They are then not only
committed to the outcome of these decisions, they are involved in the success or failures of such
decisions are thereby motivated to continue their participation and personal growth. A self assessment
needs to be carried out by executive housekeepers to find out which style of leadership they adopt as
their principal one in actuality.