Hoteliers have been using two words extensively in recent times – business recovery and hygiene. According to Himanshu Jain, President of Diversey India while most are fastidious about sanitation, some are not as particular.
Of course, this is understandable, given that the industry has undergone a bad business patch, which put greater stress on cost. However, on closer look, the total cost of sanitation in the larger scheme of things is negligible, especially when one considers the benefits it accrues.
Jain pointed out that the overall spend on hygiene would hardly exceed 0.1% to 0.5% of their overall revenue. This begs the question, why should sanitation be considered a ritual, rather than a process that yields results.
Why do some hotels have a lackadaisical approach towards sanitation?
Some hotels approach sanitation and hygiene from an optics perspective. They want to let their guests know that they are following proper hygiene practices, but are unaware whether it is effective.
While COVID-19 might go away, the threat of infection spread will always exist. This is especially in the hospitality sector, where food and laundry is handled intimately.
That is unusual, given that COVID-19 has put the spotlight on hygiene.
Let me give you an example. After the pandemic broke out, hotels began fogging guest luggage. The average cost of a fogging machine is around INR 10,000, and a single puff hardly covers a suitcase’s surface, which means it is ineffective. However, it gives the guest the perception that their luggage is decontaminated. A UV disinfection is more effective and thorough in this case.
Is sanitation an expensive affair? How can properties get the right balance of cost and time efficiency?
Low-level disinfectants with quaternary ammonium compounds that kill microbes on a surface take all the time to disinfect, but only till the wet film lasts. Its efficacy time is usually around five minutes and it needs to be applied five times, which accumulates to a higher downtime. Anything less will be like sanitising without deriving any benefit.
Accelerated Hydrogen Peroxide (AHP), on the other hand, is the only one in its category that kills microbes before it dries – within as less as 15 seconds. The Diversey Oxivir range offers the AHP technology, which is the most environmentally friendly technology available; the residual is only oxygen and water.
It is better to invest in such a solution, which might cost more, but provides better return on investment. Oxivir kills microbes, including the SARS-CoV-2 virus, in under a minute and dries within that time.
How can Diversey support and educate hoteliers about the need for appropriate sanitation and hygiene practices?
Our approach is to not only about going through the motion of sanitising, but ensuring that every task is done correctly. This is a process, which needs time and careful attention.
Last year, we launched the Diversey Shield Program, where establishments can train their staff about implementing the highest levels of hygiene, cleanliness and disinfection. Once enrolled as a member, they undergo periodic audits to deliver a thorough independent verification. Those who match our programme requirements can display the ‘Clean and Ready Shield’ badge at their location.
These shields are meant to impart confidence to customers that proper and mandated protocols have been followed to make the area safe for business. There was a good response to this programme and we are enabling more hotels to focus on more timely and comprehensive audits.
How can an appropriate hygiene culture be built in the hospitality industry?
A large number of hoteliers spend a lot of money in building the property, with top of the line material, but ignore its maintenance. As a result, an asset that can last for 20 years gets damaged in five, forcing them to renovate it repeatedly. A smart hotelier will ensure his assets sweat repeatedly and will spend the right amount of money to maintain it.
Industry stakeholders have to decide what is essential and nonnegotiable. As they become less ritualistic and more effective, their credibility and the guest experience will go up.
Besides cost and customer demand, staffers are also pushing for sanitation in hotels, worried about their own safety. Isn’t that compelling hoteliers to focus on this aspect?
I agree, and we conducted more than 1000 virtual events to educate hoteliers on this topic. This included products safe for human contact, chemistry behind chemicals, correct sanitation processes, protecting surfaces while cleaning it and safety practices. This is a regular ongoing process.
So, appropriate sanitation practices can help improve employee productivity, right?
Of course, it can. The manning ratio in hotels changed significantly during the pandemic with more people multitasking. The housekeeping staff is currently handling more rooms than they used to before the pandemic. This puts more pressure on them.
This is the perfect time for hoteliers to invest in hygiene solutions that can improve staff productivity, while also safeguarding their employee health. What they need for a high-touch surface in a guest room or public areas is one wipe per day. While this might cost them a little, it will reduce labour costs and increase productivity in addition to enhancing hygiene.
