Educating each department, and staff members within the housekeeping team is also crucial. Paramasivam gave the example of training videos, as well as training-led roleplays. This, she said, would help make “sustainability part of the daily routine, and remind staff each day to follow it”.
Several examples of water saving were addressed in the training video shown to the delegates. These included removing lime scale from water fixtures, as well as repairing dripping fittings. Since each flush uses approximately six litres of water, the video suggested that cleaners be advised to flush the toilet only once during cleaning, and supervisors be advised that there is no additional need to flush the toilet again if clean, when checking room cleaning standards on rounds.
11.40am: TAKE 10: How to...Best Manage the Outsourcing Situation
Four Seasons Resort Dubai at Jumeirah Beach director of housekeeping Indira Priyadharsini said outsourcing all housekeeping to a third-party is a formula that works. She said: “Managing outsourcing (in housekeeping) is a hot topic in the Middle East and a growing industry. We outsource everything; we outsource for different purposes — public areas, glass cleaners, marble cleaners, laundry and not to forget rooms.”
Priyadharsini shared what the property has to do to manage the staff. She said: “We need to include them, and make them feel as part of our full-time employees. And it is important and expected of their productivity and quality [is up to full-time employees standards].
“Some of the tools that are required in managing outsourcing is relationship, it is personal. You need to build trust, honesty is important and it requires time. Seeking the mix of being formal and informal while managing them can be quite the challenge. And obviously the best way to manage them is to be informal, as they are then more productive.”
Representation is important as well, she said: “It’s crucial to have a representative from that company who can make decisions on the ground.”
Reviews, however, are important. “In my experience, review is the most important aspect while managing outsourcing. It allows you to see what they have done in the last six months to one year. And moving forward, [it is important] to see what are the best practices that can be implemented to improve their productivity.”
11.55am: OPEN EXPERT PANEL: Your Burning Questions Answered
For the first time, the forum hosted an open panel, which comprised Le Méridien Al Aqah Beach Resort, Fujairah executive housekeeper Hari Sudhakar, Kempinski Hotel Ajman executive housekeeper Fahmi Abdullah Wajehaldin, Grand Hyatt Dubai housekeeping manager — functional specialist housekeeping Tatjana Ahmed, Emirates Palace regional rooms specialist & master trainer Pamini Hemaprabha, Jumeirah Beach Hotel executive housekeeper Michele Millot, and Capital Centre Arjaan by Rotana, Abu Dhabi executive housekeeper Marjona Aslitdinova.
Some of the questions that came out of this panel included:
What should housekeepers do if they don’t have a glasswasher?
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“Provide a plastic basin to your staff, and a separate sanitiser,” said Ahmed. Getting the nightshift to help is another solution. Millot said it’s important to mention to the project management team before opening that the pantry needs water connection for a glasswasher, to prevent problems like these in the future. Hemaprabha said it’s not just glass but a few challenges for room attendants who have to go back and forth. In light of this, Kempinski is trialling a new method called ‘the invisible drawer’, which is located in all guest rooms. It is locked, with only room attendants able to access it. “You can stock fresh glasses in that drawer, without having to bring those in and out on a daily basis,” she added.
How can housekeepers convince management about budget, asked another housekeeper?
Hemaprabha said: “It’s an ongoing challenge. Get your budgets ready according to the property. Are you a credits-driven department or a sections-driven department? How do you want to have your budgets ready? Make sure you have that homework done.” Think about out-sourcing and in-house ratio as well, she advised. “Third, read your management. What are their expectations? Most of the time the timing of discussion of the budget is wrong. You have to pick their best mood, and have a list of complaints ready. You have to back it up — take a problem and offer solutions.”
hotel apartments have limited manning; how should housekeepers deal with this? Aslitdinova pointed that hotel apartments more likely than not, will have long-stay guests. “One of the solutions is to review the contract and see if it’s daily service or you can service them three times a week which will significantly reduce the number of manning,” she added. Wajehaldin advised always keeping a strict eye on the room occupancy breakdown to see how to best organise cleaning schedules in such cases.
Outsourcing ratios were discussed. Millot said that this depends on the input versus output such as number of rooms cleaned. “This ratio is based on these two factors, and most of the time, the rest is forgotten,” she said. Hemaprabha said outsourcing cannot be a replacement of in-house staff, and added that it’s important to continue educating management. One of the audience members, however, argued the case for 100% outsourcing, which works in other parts of the world — this made for a lively discussion of the matter.
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