She also says that sustainability is still a consideration, sparking off a conversation on what hotels and housekeeping can do. Bio-degradability in products in guest rooms, she says, is a solution. O’Connor says that a soap recycling factory needs to be set up — “with more three and four star properties on board, it needs to happen”. “There are other options, a tube reduces plastic consumption by only 30-40%, so we’re just going [with] biodegradable products now,” she adds.
We ask why dispensers cannot be used instead of tubes or glass bottles that constantly get thrown away, and most agree that the mindset needs to change. Ahmed adds: “When you talk about putting dispensers in the bathroom of a five-star hotel, that’s a big step. Everyone is looking to see who will do it first. But it will eventually come around, like the linen change every second day. Because now if you don’t do it…”
O’Connor cautions: “From a health and safety point of view that’s an issue but now brands are coming up with packaging like a vacuum sealed pack, so hygiene isn’t an issue.”
Ahmed also says that companies don’t provide refills because of potential cross-contamination, but also says the cost factor comes into play due to the bottle, not the actual product.
Mawella says one of the things that should be discussed is the next generation of housekeeping and how to view evolving hospitality roles. Hemaprabha agrees and says the industry should look at how the housekeeping hierarchy looks.
Ahmed adds that one of the concerns might have to do with recruitment problems due to the increase supply of hotels in the market. Mawella agrees and says retaining is also a concern.
O’Connor feels the supply may either be challenged with the new rooms going live, or rise to the opportunity. “Supply can’t keep up with the demand, with all the new hotels coming on board, making sure we can still get all those quality products. But that could also be a bonus: they could keep pace and deliver new items.” Mawella adds that here is another area where forward planning is essential in a housekeeper’s role due to long lead times for delivery.
Hemaprabha continues with another angle of recruitment and training, and says that there are probably 1% of general managers in the market who have come from housekeeping. Ahmed adds that it’s important to discuss how to elevate the housekeeping position into board room, ExCom, and GM positions.
She highlights the importance of housekeeping in the overall guest experience: “The customer will not come back if the room is filthy and smelly, and the corridor has stains. When the guest steps into the room is when he makes the decision if he’s going to come back or not.”
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