Hygiene has been at the top of consumers’ minds since the pandemic began, and even more now as they increasingly visit F&B outlets. Hoteliers and restauranteurs constantly seek newer ways to fuse sustainable practices with amplified cleaning and hygiene measures to meet these evolved guest expectations.
In this particular article, Hotelier India finds out how the industry stakeholders are following through with measures like cleaning, disinfection and handwashing in the back of the house and encouraging guests to use hand sanitiser consistently on the premises. We also discover how prioritising cleaning, disinfection and infection prevention practices are helping them give their guests much-needed peace of mind.
“Any lag in sanitisation can be a significant hazard where the carrier may turn into a major factor in propagating the disease.”
– Vaneeta Arora, Director-Housekeeping, The Park New Delhi
Is cleaning in contemporary times a hygiene theatre focused on appearance rather than protecting guest wellbeing?
Vaneeta Arora, Director-Housekeeping, The Park New Delhi: Before the pandemic, most hotels aimed more at spotless exteriors than actual removal of germs and viruses from their premises. But in the current scenario, they face an enormous responsibility to mitigate COVID-19’s spread. Given the higher demand for sanitation, not only is cleaning essential for the health of guests and staff, but the removal of viruses and germs is equally crucial. Any lag in sanitisation can be a significant hazard where the carrier may turn into a major factor in propagating the disease.
Justus Satya, Executive Housekeeper, Pullman and Novotel New Delhi Aerocity: In times of pandemic, housekeeping is not just about cleaning; the safety and wellbeing of our guests and heartists (colleagues) is our top priority. We started following practices of disinfection without hampering appearance, be it hard surface or upholstery. We always follow the misting process with a disinfectant in large open areas and wipe with a disinfectant in closed spaces. We developed cleaning processes after testing the same at various levels. After identifying, a continuous process of disinfection has been carried out. E.g. washing linen at 85°C is a strategic move and was followed after various test levels.
“While planning for cleaning, we always consider the traffic, condition of the soil, the material used on flooring, wall finishes, upholstery and timelines.“
– Justus Satya, Executive Housekeeper, Pullman & Novotel New Delhi Aerocity
Rinku Mandal, Executive Housekeeper, The LaLiT Mumbai: Hygiene is not a contemporary thing, it was always there, but now with the current situation, it was more highlighted and focussed. It goes hand in hand with cleanliness, especially in upscale hotels, where the focus on guest wellbeing was there and will always be there.
Vicky Kumar, Housekeeping Manager, Hyatt Ahmedabad: Cleanliness and hygiene is the top priority for housekeeping with a professional cleaning and ensuring hygiene standards are in place for guest comfort. At Hyatt Ahmedabad, we take pride in creating a safe and hygienic environment for every guest who trusts to stay with us.
Why should hotels pursue hygiene and cleanliness as a strategic move rather than a cosmetic one?
Shivani Gupta, Executive Housekeeper, ITC Grand Central Mumbai:Â We cannot be individually well in an unwell society. Thus, hygiene, cleanliness and sustainability continue to be our guiding principles. Over the years, ITC Grand Central introduced initiatives including a heightened focus on Indoor Air Quality, installation of radiation harmonisers that mitigate the harmful effects of radiation and the Sleep Program. The latter addresses multiple parameters to enhance sleep quality by controlling decibel levels in the room to lighting, fragrance and aromas and introducing a sleep menu.
Vicky Kumar: To maintain consistent cleanliness and hygiene standards, we set international brand standard processes and strictly follow these policies. Consistency in cleanliness processes helps in increasing the durability of the hotel products and premises automatically, hence also saving on long-term costs. For a traveller or a guest, a safe and hygienic hotel to spend their stay is the first preference, and that would be the first thing in the mind before selecting any hotel to stay. Indeed if the hygiene and cleanliness process are properly in-lined, definitely business will automatically rise.Â
“Sanitisation has become an integral part of our daily routine with internal and external customers more conscious about hygiene.”
– Rinku Mandal, Executive Housekeeper, The LaLiT Mumbai
Rinku Mandal: Hygiene and cleanliness need to be pursued in a processed manner as specific SOPs need to be developed and developed and are now followed as a daily routine process. Travellers nowadays are more focussed, aware and conscious about hygiene, which reflects in the business. This change has showcased good positive results in terms of getting good business. Now, hygiene has become an essential criterion for travellers when deciding their stay. Thus, a strategic approach is used to maintain the hygiene and sanitisation in rooms and the hotel’s overall aesthetic.
Justus Satya: We had separate training with chemical specialists to follow the disinfection process and implementation, which all departments strictly follow now. SOPs were changed and aligned with new protocols, whether towards cleaning public areas, guest rooms or opening event spaces. These initiatives help us build guest confidence.
Vaneeta Arora: Irrespective of the number of keys in a hotel, it is essential to provide a superior standard of cleanliness and hygiene. It is vital to implement cleaning procedures and ensure these reach their conclusion with procedures like deep cleaning, disinfection, hand sanitisation, and handwashing in the hotel. Throughout the pandemic, many organisations encountered the challenge of rebuilding trust with their guests and assuring them that they were doing everything in their power to keep them safe and healthy.
A gigantic task for all department heads was to upkeep cleanliness and hygiene, guaranteeing guest satisfaction in all areas of the hotel, starting from the main gate to the gym or laundry. This increases the organisation’s chances of positive comments on OTA channels, thereby growing business and ensuring repeat customers.
How do you ensure thorough adoption and consistent follow-through of hygiene and cleanliness measures by team members and guests?
Vaneeta Arora: Hotels have invested in rigorous training and accreditation for their employees on cleaning, utilisation of cleaning equipment and sanitation. Continuous training and practise has helped the staff prepare for, respond to, and recuperate from bio-risks with planned cleaning, decontamination, and infection-prevention steps in place to keep them healthy and safe. This has given assurance to other staff and increased guests’ confidence.
Vicky Kumar: After the pandemic, Hyatt implemented many new processes and guidelines with upgraded levels of upkeeping to maintain the renewed hygiene standards. A hygiene manager is mandatory in all Hyatt hotels to educate and train employees and make them aware of the new policies/guidelines to maintain a secured hotel environment. After the training and education, they have to do surprise and regular audits to ensure that all processes are in-line.
Rinku Mandal: The hotels have laid down the policies and procedures of hygiene, sanitisation with the cleaning process and procedures for the front and back of the house. Sanitisation has become an integral part of our daily routine with internal and external customers more conscious about hygiene. Regular training is conducted for the team to sensitise the importance of hygiene. A standard and typical process have been developed to ensure that the entire housekeeping team these guidelines while entering guest areas and rooms.
“The ‘new normal’ protocol makes thermal screening, safe distancing and usage of masks mandatory across all levels of operation at the hotel.”
– Shivani Gupta, Executive Housekeeper, ITC Grand Central Mumbai
Shivani Gupta: At ITC Grand Central, all additional safety measures are deployed to mitigate the risk of infection, conforming to the guidelines set by WHO and the Indian Tourism Ministry. The ‘new normal’ protocol makes thermal screening, safe distancing and usage of masks mandatory across all levels of operation at the hotel. Usage of disposable gloves during service and additional protective gear is also being followed.
Justus Satya: While we follow stringent measures as Accor’s ‘All safe’ protocols for both guests and colleagues, we have intensified hygiene and prevention practices. In addition to constant follow-up, these changes are made in SOPs. During the lockdown, we used the opportunity to train our team through online platforms and this learning is applied every day and monitored through checklists and schedules and been recorded.
Large-scale disinfecting isn’t always viable daily. How can hoteliers develop a cleaning plan depending on the surfaces and high-touch areas within the property?
Justus Satya: While planning for cleaning, we always consider the traffic, condition of the soil, the material used on flooring, wall finishes, upholstery and timelines. Cleaning schedules are designed and done in public areas at night after restaurant closure. This move restricts and enhances the effectiveness of cleaning.
While periodic cleaning enhances the upkeep, spot cleaning happens during the daytime towards maintaining. Cleaning schedules are checked and tweaked when needed based on the requirement. This acts as a continuous improvement process. We also consider using help from the third-party vendor as and when required; hence effectiveness is maintained at all times.
“Consistency in cleanliness processes helps in increasing the durability of the hotel products and premises automatically, hence also saving on long-term costs.”
– Vicky Kumar, Housekeeping Manager, Hyatt Ahmedabad
Vaneeta Arora: Routine cleaning should concentrate on cleaning and implementing cleaning on high-touch surface areas. Generally, the more people touch a surface, the greater the risk of spreading. Apart from prioritising the cleaning surfaces of high-touch surfaces at regular intervals, high-traffic areas in the hotel should be cleaned and disinfected more frequently. The use of masks, gloves, hand washing, and, in adverse situations, a PPE kit is always necessary.
Vicky Kumar: Many new policies and processes were implemented after the pandemic, which are daily routines that all team members adhere to. Many chemicals, disinfectants, and tools have also been used according to pandemic guidelines.
For these upgraded sanitisations, checklists were created and set processes implemented, which needs regular education for the team. To maintain these new stand sanitisation and hygiene, surprise audits and regular inspections are also lined up.
