By Dr S. Sri Kumar
OPINION: Change often for several reasons:
- Change often brings unpredictability. People may worry about the unknown outcomes and how changes will affect their lives.
- Familiarity provides comfort. People often prefer established routines, which feel safe and predictable.
- Emotional connections to past experiences can make it difficult to let go and embrace something new.
Change in the hospitality industry is constant and can come from various factors such as technology, consumer preferences, global events political thoughts. Change is crucial to the hospitality industry as:
- Guest expectations evolve over time. Embracing change allows hotels and restaurants to meet these new demands, such as personalized services or sustainability efforts.
- The hospitality market is highly competitive. Adapting to trends and implementing innovative practices can differentiate a business from its competitors.
- Economic fluctuations can impact travel and spending. Being adaptable helps businesses navigate downturns and seize opportunities during upswings.
- Events such as pandemics or shifts in travel patterns (e.g., remote work) require quick adaptation to remain relevant and viable.
The recent dilemma faced or being discussed on the check in and check out time for guest in Malaysian Hotels as suggested by the Honourable Minister of Tourism Malaysia. Can the suggestion be being done or the knee Jerk approach of a complete no and not visible. Hospitality is a 24 hours business and main business is providing comfort and guest satisfaction. Operating hospitality organizations are becoming expensive and challenging due to guest needs and competition in the region.
Having a check-in and check-out policy that allows for a 23-hour stay can provide several advantages for both hotels and guests:
Advantage for hotel guests:
- Convenience: Guests can enjoy a more flexible schedule, especially for late-night or early-morning travel.
- Maximized Stay: A 23-hour stay allows guests to make the most of their time at the hotel without feeling rushed.
- Better Planning: Guests can plan their arrivals and departures more conveniently, reducing the stress of coordinating travel times.
Advantage for hotels:
- Offering flexible check-in and check-out times can attract more guests, especially business travellers or those on tight schedules.
- Hotels can potentially sell more rooms and increase occupancy rates by accommodating different travel schedules.
- Adjusting the schedule can help hotels manage housekeeping more effectively, depending on demand.
The game changer is the Housekeeping Department the backbone of the industry. The housekeeping department can operate 24 hours, especially in hotels, and require constant maintenance and cleanliness.
A 24-hour operation allows for flexibility in servicing guest rooms, public areas, and other facilities at any time, ensuring high standards of cleanliness and guest satisfaction. This setup typically involves shift work, with staff scheduled in rotations to cover all hours while managing workloads effectively. It also requires careful planning and communication to ensure seamless service throughout the day and night housekeeping departments that operate 24 hours are common in some countries, particularly where the hospitality industry is prominent such in India, Sri Lanka, United States, United Arab Emirates and Japan.
Working in a 24-hour housekeeping department requires a unique set of skills to ensure efficiency, quality service, and effective communication.
Having a 24-hour housekeeping department offers several advantages for hotels such as.
- Quick resolution of issues, such as spills or extra bedding requests, helps maintain a comfortable environment for guests.
- Continuous cleaning and maintenance ensure that public areas and facilities remain clean and inviting, reducing the likelihood of guest complaints.
- Staff can manage workloads more effectively, spreading tasks throughout the day and night to avoid bottlenecks.
- Regular staff presence throughout the night can help deter unauthorized access and ensure safety in the hotel.
- Accommodates international travellers and enhancing the hotel’s reputation as guest centric.
- Potential for upselling additional services, such as laundry or room service, as guests may require these at any time.
- Offering 24-hour service can enhance a hotel’s reputation for quality and customer care.
Coordinating a 24-hour housekeeping department in a hotel requires careful planning and effective communication such as:
- Creating awareness of this profession among Malaysian youths and developing a career plan.
- Provide regular training sessions to keep staff updated on new cleaning techniques, safety protocols, and customer service skills.
- Implement programs to recognize and reward outstanding performance, boosting morale and motivation.
- Developing volunteers for this Profession.
- Implement a rotating schedule that ensures adequate coverage during peak and off-peak hours.
- Schedule overlapping shifts during busy times to ensure smooth transitions and proper handovers.
- Conduct regular meetings to discuss priorities, guest requests, and any issues that arose during previous shifts.
- Establish clear procedures for cleaning, room inspections, and responding to guest requests.
- Assign team leaders for each shift to oversee operations and act as points of contact for staff.
- Train staff to handle various tasks, promoting flexibility and ensuring coverage in case of absences.
- Encourage staff to actively seek guest feedback to address concerns promptly and improve service.
- Keep an organized inventory of cleaning supplies and equipment, ensuring adequate stock is always available.
- Collaborate with maintenance staff for timely repairs or servicing of equipment to avoid disruptions.
- KPIs to assess cleanliness standards, response times, and guest satisfaction levels.
- Conduct periodic reviews of operations to identify areas for improvement and implement necessary changes.
By fostering a coordinated effort among staff and departments, hospitality organisation can maintain high standards of cleanliness and service, ensuring a positive experience for all guests around the clock and delivering the change that was mentioned by the Minister of Tourism Malaysia.
Dr S. Sri Kumar is the President of Malaysian Hospitality Association