Safety and Health Issues in Housekeeping - Essay Example

? Table of Contents Executive Summary………..……………………………………………………………4 2. Introduction and Methodology...……………..………………………………..........5 3. Findings and Literary Comparison………………...………………………………....6 4. Challenges Faced by Housekeeping Managers……………………….…….…..6 a. Solving Problems on daily basis…………………………………………..7 b. Providing Support and Motivation………………………..……..………7 c. Understaffing of housekeeping…………………………………………..8 d. Staff Turnover due to ………………………………………………………8 i. Competitor high pays……………………………………….……..8 ii. Low wages ………………………………………………………..…8 iii. Hectic work…………………………………………………..………9 iv. No Growth Opportunities for housekeeping…………..………9 v. Personal problems of employees…………………….………….9 e. Loosing trained staff……………………………………………………….10 f. Managing Budget…………………………………………………………10 5. Outsourcing in Housekeeping……………...………………………………...……...10 a) Cost Cutting………………………………………………………………....11 b) Outsourcing is flexible…………………………………………………...…11 c) Staff Substitution……………………………………………………………12 6. Upsides of outsourcing……………………………………………………….…...12 a) Train employees for a short period of time……………………………12 b) Lack of quality standards…………………………………………….….13 c) Worried Customers………………………………………………………..13 7. Safety and Health Issues in Housekeeping……..…………………………….14 a) Hygiene and Sanitation……………………………………….………....14 b) Physical injuries…………………………………………………………….15 c) Preventing Fires……………………………………………………………16 d) Cuts and Wounds…………………………………………………………17 8. Security Issues in Housekeeping………………………………………………..17 a) Protection and theft issues………………………………………………17 b) Bomb Threat…………………………………………………………….....18 9. Environmental Policy in Housekeeping Department……………………….…..18 a. Proper Waste Disposal……………………………………………………19 b. Customer Preference……………………………………………………..19 c. Amenities Dispensers………………………………………………………19 10. Conclusions and Recommendations…………………………………….……..…20 11. Appendices……………………………………………………………………………..22 a. Appendix A………………………………………………………………….22 b. Appendix B………………………………………………………………….23 12. References……………………………………………………………………….…..….24 Executive Summary Housekeeping research study was conducted by interviewing the executive house keeper at Hilton London Bridge Hotel. The study was conducted to reveal if the theoretical perspectives of housekeeping are in accordance with the practical ones. The executive housekeeper was interviewed with questions prepared in advance, through research. The interview revealed information related to the challenges faced by executive housekeepers such as; budgeting, providing moral support, and understaffed housekeeping. Data was gathered on the role that outsourcing plays in housekeeping at Hilton hotel revealed that it is flexible, results from cost cutting, or is used for staff substitution. Upsides of outsourcing were also brought into light. The safety and security issues followed and encountered at Hilton hotel provided significant information on issues like personal hygiene of housekeepers, physical injures acquired by the housekeeping staff, and threats like theft and bombs. The environmental policy followed by the housekeeping in Hilton revealed their waste disposal policy, use of amenities dispenser and the preference of customers for being environmentally friendly. The data gathered by the research showed that the theoretical perspectives of housekeeping bear accordance with the practical applications in the hotels. There are no significant gaps in the theoretical framework and practical applications House Keeping Research Report Introduction and Methodology The house keeping research report puts forwards the study conducted by interviewing the executive house keeper at Hilton London Bridge Hotel. Miss Barbara Olausson is the Executive head housekeeper at the Hilton London Bridge Hotel. The hotel is a part of the Hilton Hotels and Resorts. The hotel is situated alongside Thames riverbank. The hotel consists of 245 rooms in all with Hilton Guest rooms, Deluxe Rooms, Suites and Executive Rooms. The hotel also has a fitness centre and a health club. The hotel is equipped with all state of the art facilities, expected of any 5 star hotels. The hotel allows smoking and only service pets are allowed as part of the pet’s policy. The interview with the housekeeping manger of the Hilton London Bridge Hotel was scheduled in the third week of October. The hotel reception was contacted to put forth the request for arranging the interview and the purpose of the interview was explained. The hotel staff showed extreme cooperation and scheduled the interview. Also Miss Olausson was contacted on ‘Linked in’ and was told about the academic study, she was extremely happy to be of help and give us an interview. Extensive research was conducted on the internet to prepare for the interview questions. Questions were prepared to obtain data on topics of key challenges faced by housekeeping, safety and security issues, environmental policy and role of outsourcing. All group members worked in cooperation to prepare the questions, and analyze the data obtained from the house keeping manager. The questions revealed information as to the problems faced by the house keeping and what could be done to improve services. Findings and Literary Comparison The data gathered by the empirical research is presented here with literary comparisons from the theoretical framework. Challenges faced by the Housekeeping Managers The initial question that was put forth to the Miss Olausson was that, what she feels like are the greatest challenges faced by the housekeeping managers. The manager highlighted the following challenges faced by housekeeping executives in the practical world. Solving Problems on daily basis Providing Support and Motivation Understaffing of house keeping Staff Turnover due to Competitor high pays Low wages Hectic work No Growth Opportunities for housekeeping Personal problems of employees Loosing trained staff Budget Management Solving Problems Miss Olausson revealed that solving problems recurring on daily basis can be a huge challenge for the housekeeping executive. Rarely is there a day when the executive is not faced by a problem (Jones, 2008). Being the executive housekeeper of a large hotel she faces new problems every day, and has to overcome them in a manner that is best suitable for the staff and customers. Providing Support and Motivation Miss Olausson thinks that Housekeeping is a tough job that requires support from her all the time, and the administrative department; an atmosphere of support leads to better working conditions and standards of service (Pereira, 2011). Interacting with the staff and providing support throughout the day can mean a lot to the staff (Ferre, 2011). Motivation and team work make the difference for the staff (Ahmed, 2011). Understaffed Housekeeping Miss Olausson thinks that at times she feels that the housekeeping department is understaffed and understaffing leads to over burdened staff, which can lead to lowered standards of housekeeping. Mostly in large hotels house keepers are required to clean around 15 rooms per day, thus leading them to work in a rush, in order to complete their daily work requirements; often skipping their lunches and periods of rest (Vossenas, 2012). Staff Turnover due to Competitors High Pay The executive housekeeper stated that it was a challenge for her to retain the staff. She believes it is a significant problem as competitor hotels offer higher wages thus causing hotels to lose their highly trained staff (Cooray, 2011). Low wages Miss Olausson said that she believed that the low wages paid to the house keeping staff were a hindrance in staff retention; she had experienced that people started with housekeeping but moved on to other departments as the pay was better, with lesser work load (Damz, 2011). Research has also revealed that during the past 10 years the difference in yearly income of the housekeeping staff is around $400 (Pereira, 2011). Hectic Work The work done by the housekeeping staff is very demanding and hectic, said the executive housekeeper. Recently, a survey involving 600 housekeepers in US and Canada was conducted; 91% of the housekeepers said that they had suffered pain related to their work, and 66% had resorted to taking medication in order to get through their quota of housekeeping activities (Vossenas, 2012). Little Chances of Growth Miss Olausson said that housekeeping as a career offers very little chances of growth. The most that can be achieved is to reach the designation of supervisor and not everyone can be made into one (Ahmed, 2011). When an employee demonstrates skills with regard to supervision or being a key room attendant they should be encouraged as it will motivate them to stay on the job and work harder and also it is in the best interest of the employer (Ferre, 2011). Personal Problems Miss Olausson said that mostly employees demonstrate inefficiency at work as they cite personal problems as an excuse; since mostly all housekeeping workers are women, with majority of immigrants (Vossenas, 2012), and have many house hold problems. Discussion of such problems at work can also cause gossip and in turn more problems for them (Jones, 2008). Losing Trained Staff Miss Olausson sited that staff turnover is mostly high in housekeeping, especially with trained staff, as they look for better opportunities (Ferre, 2011). Since housekeeping is extremely demanding, so turnover tends to be high and new staff needs to be retrained, over and over again (Damz, 2011), which can be very challenging for the executive housekeeper. Budget Management The Hilton hotel executive said that budget management was one of significant challenges she faced. Allocation of funds to different tasks can be very demanding and requires precision of judgment. Being an executive housekeeper isn’t just about rooms and laundry; it means to work within certain limits of a budget (Nyssa, 2009). Budget management is a real test of performance and caliber, and an inability to manage the budget can result in chaos within the housekeeping department. Out Sourcing in Housekeeping Questions regarding outsourcing, its benefits and harmful effects on housekeeping, were put forth to Miss Olausson to obtain data as to ascertain the role outsourcing plays in the housekeeping department in the hotel. The questions revealed the following information. a) Cost Cutting b) Outsourcing is flexible c) Staff Substitution Upsides of outsourcing d) Train employees for a short period of time e) Lack of quality standards f) Worried Customers Cost Cutting and Downsizing Miss Olausson explained that one of the reasons that outsourcing is employed is that hotels downsize employees and cut costs for managing a large housekeeping staff. Large hotels are seen outsourcing because there is a difficulty when it comes to hiring skilled and trained housekeepers (Andrews, 2007). A decrease in 25% of costs can be seen when a hotel outsources its downsizing department (Burt, 2010). Outsourcing is also purported to be good for budget (Damz, 2010). By outsourcing the cost for benefits and training the employee is also saved (Burt, 2010). Outsourcing is Flexible Miss Olausson implied that outsourcing allows for flexibility in terms of hiring trained individuals. Most hotels need extra workers only during their peak periods thus they outsource, during busy periods they outsource housekeeping while during the low business time they retain their usual numbers (Ahmed, 2011). It also allows for more attention to be paid to things like customer service and marketing (Burt, 2010). Staff Substitution The Executive housekeeper said that outsourcing can really help, and be the solution whenever there is a staff related emergency (Linares, 2010). Outsourcing is also employed if an employee is sick or has some other emergency, outsourced housekeeping substitute for the sick employee (Cooray, 2011). Upsides of Outsourcing Miss Olausson also explained that along with having benefits outsourcing also presents upsides as well. Train Employees for a Short period of time Miss Olausson in response to a question said that, since, outsourcing is not permanent, it can mean a lot of lost training hours, as one may spend time training a new employee but as the contact period ends the employee will leave and the executive will have to retrain (Damz, 2010). The hotel might get the employee from the outsourcing firm, but all the time investment needs to be done by the executive for training the housekeeper (Pereira, 2011). Lack of Quality and Standard Miss Olausson was dissatisfied with the quality and standard that comes along outsourcing. She thinks that outsourcing may be a good solution for controlling the budget but quality and housekeeping standards have to be compromised (Damz, 2011). Many of the hotels employing outsourced housekeeping have negated the practice due to the compromised standards (Hoare, 2010), and hotel image. Worried Customer The executive housekeeper said that the greatest of all upsides outsourcing can present with is that, when customers see staff not wearing the uniforms of the hotel, they worry for their security and do not permit the housekeeping to enter their rooms (Chuan, 2012). Luxury customers do not see outsourced employees fit for security and consider it a great safety problem (Morone, 2010). Safety and Security Issues in Housekeeping Miss Olausson was asked about the security and safety protocols and practices that are followed at the Hilton as housekeeping policy. Questions ascertaining the importance of safety and security issues revealed the following data. Safety and Health Issues in Housekeeping Miss Olausson was very keen on issues faced by the house keeping staff regarding the health and safety issues. She said that health and safety is of extreme importance for any housekeeper. Hygiene and Sanitation Physical injuries Preventing Fires Cuts and Wounds Security Issues in Housekeeping Protection and theft issues Bomb Threat Safety and Health Issues in Housekeeping Housekeeping staff are encouraged a to follow healthy housekeeping practices even while in their own space, not for the sake of it, but because it is a necessary safety issue and should be addressed (BLR, 2005). Hygiene and Sanitation Miss Olausson stressed that cleanliness and personal hygiene are not only important for the personal outlook of a person but are a core issue in safety, security and legislative issues (Rajagopal, 2012). The housekeeping also takes responsibility of ensuring the most personal part of a guests stay at a hotel that is cleanliness and hygiene, it is the reason considered responsible for the guests returning to the hotel (Andrews, 2007). Not only does it necessary for the health of the staff but also customers. Hilton has implemented COSHH (Control of Substance Hazardous to Health) to ensure sanitation, and removal of hazardous materials which can otherwise cause allergies, skin problems or asthma. To minimize contact with hazardous materials like cleaners, the house keeping staff have to wear gloves, aprons etc. (HSE, 2012). Physical injuries According to Miss Olausson, physical injuries can result in housekeeping duties if proper protocols and procedures are not followed. According to research, workers employed in a hotel are 40% more likely to suffer an injury with housekeeping running an injury rate of 10.4%, which is twice that of non-housekeeping workers (Vossenas, 2012). While staff is less, work load is more and in order to provide for the over expecting customer, the housekeeping has to over strain themselves often leading to sprains, cramped muscles, muscular and tendon strain (Keilholtz, 2010 ). In a housekeeping survey in Canada and US involving 600 housekeepers, 77% reported that their plain at workplace interfered with their daily activities and 66% reported on resorting to the need of taking medication to get through their daily quota of housekeeping duties (Vossenas, 2012). The Hilton hotel follows practices like using light weight, self propelling vacuums, to reduce the effort required on the part of the housekeeping. These vacuum cleaners are also regularly maintained to reduce noise emissions as well. Manual Handling by the housekeeping staff is not permitted in Hilton hotels. Manual handling of heavy objects leads to RMI’s, repetitive motion injuries (CCOHS, 1998). To avoid such injuries and risks of injuries, the executive housekeeper at Hilton has devised safety and health plans that are followed by the housekeepers. Also every three months trained security and safety personnel are invited to hold refresher training for the housekeeping staff to bring them up to date with modern and changing standards of safety protocols. Preventing Fires Miss Olausson described how it was a challenge to ensure that safety protocols were followed so as to avoid any danger of fires. Generally it is believed that fires chase people to kill them while it’s the other way around when people die of the by-products of fire at a place, like anxiety, panic, smoke etc. all housekeeping staff are trained in preventing fires and following protocol that restricts fires from erupting (Sharma, 2010). Fire may result from scraps of paper, flaming liquid or wood dust that have not been properly disposed of (BLR, 2005). Fires are a growing cause of concern for property damage over the past few years (2009). Cuts and Wounds The Hilton hotel executive housekeeper said that to ensure housekeepers were protected against cuts and wounds, wearing gloves while performing housekeeping duties was must. Cuts and Wounds mostly occur as a result from sharp objects like shards of glass left on the floor, or while working with tools or sharp objects (BLR, 2005). Returning to work with an injury caused at work does by no means lessen the work load thus increasing the risk of getting hurt further (Vossenas, 2012). Security Issues in Housekeeping Miss Olausson when inquired about the security issues in housekeeping said that security for housekeeping is dominantly defined as absence of fear, anxiety and harm (2009), it includes areas such as preventing disasters, using equipment that leads to less injury and harm (Sharma, 2010). Protection and theft issues Miss Olausson said that security is more specifically taken as protection from loss and theft (Sharma, 2010). Safeguarding of the assets is a huge responsibility residing with the housekeeping staff (2009), and also necessary for the image of the hotel. Hilton is a large hotel but Hotels that are operated on smaller scales definitely do not have high tech equipment installed for protection and thus are more subjected to theft and robbery (Sharma, 2010). Key handling is an important aspect of security that is managed by housekeeping. The master key belongs to the executive housekeeper that is Miss Olausson. Every housekeeper handles keys to their respective rooms, which they have to clean. They have to take care while handling these keys, showing carelessness in key handling can lead to security issues like theft. Bomb Threat The executive housekeeper said living in the world faced by new threats also leads to preparation from threats like bombs and other terrorizing events. Contingency plans should be in place for such situations. The decision to evacuate the hotel is taken by the management to avoid any harm to the customers (Sharma, 2010). Cleanliness can make it easier to spot things that are out of place and do not belong in the hotel (Sharma, 2010). Environmental Policy in Housekeeping Department Questions regarding the environmental aspects such as, wastage disposal, carbon emissions, etc. were put forth to the executive of housekeeping and the following data was obtained from them. Proper Waste Disposal Customer Preference Amenities Dispensers Miss Olausson was asked about the environmental issues that the policy in Hilton addresses and how Hilton made environment a priority. Miss Olausson said that Environment should be taken care of by the luxurious hotels and all the functions that take place in a hotel should be environmentally friendly (Ahmed, 2011). Proper Waste Disposal Miss Olausson revealed that large hotels come across huge quantities of waste every day. Waste ranges from kitchen disposes to the sanitation waste from the hotel. Waste from the hotel rooms, kitchen and laundry should all be properly disposed of and not subject the environment to any kind of hazard (Ahmed, 2011). Customer Preference Like in Hilton hotel most 5 star hotels also allow the customers to adopt an environmentally friendly approach, and if they prefer, their towels are not changed frequently, as it is good on the environment, European customers prefer not having their towels changed too frequently (Damz, 2011). Amenities Dispensers Miss Olausson said that five star hotels are becoming conscious of the environment everyday and are now reverting to practices which are environment friendly. Changes like amenities dispenser, are being adopted, which not only reduce cost for the hotel and is also very environment friendly, it prevents wastage of soap and shampoos and does not require hotels to make those little servings of soaps and shampoos for the customers use (Pereira, 2011). Conclusions and Recommendations The research conducted shows consistency with theoretical assessments and as such no gaps in the theory implications and practical applications can be seen. Based on the research and the data gathered following recommendations can be made to the executive housekeepers The use of technology should be employed more to lessen the burden of work on house keepers and to improve their efficiency. Housekeepers should be paid better on average for their hard work and labor. New housekeepers should sign a necessary contract period with the hotel so they don’t have to train individuals son enough Outsourcing less can be better for the cleaning standards of the hotel, as the in-housekeeping staff work with more dedication and are aware of standard procedures. Keeping safety manuals in the rooms for customers to read can be helpful in cases of emergencies and would put lesser burdens on the staff as they will have to explain less to the customers about security procedures. Appendix A: Questions that were put forward to the Executive Housekeeper 1. What are the key challenges faced by you as the executive housekeeper of a large hotel? 2. What are the reasons that Housekeeping Department resorts to outsourcing? 3. Is outsourcing a normal practice among large hotels like Hilton? 4. Does outsourcing have any upsides or just benefits? 5. Can you highlight the health and safety issues that the housekeeping department encounters? 6. Being a large hotel, how do you cope with the issues of health and safety? 7. Do you have laws or procedures implemented in your department to ensure the healthy and safe operations of housekeeping? 8. What procedures are implemented to train the staff for their safety? 9. Does the safety and health of the staff directly effect and correspond to the health of the customers? 10. Do you have implemented any specific laws regarding the environmental aspects of safety? Appendix B: Profile of the Interviewee Name: Barbara Olausson Designation: Executive Head Housekeeper at Hilton London Tower Bridge Contact: http://uk.linkedin.com/pub/barbara-olausson/30/12/635 References Ahmed, T. cited in Sinclair, H. (2011), “The Housekeepers Round table: Full House”, Hotelier Middle East. Available at: http://www.hoteliermiddleeast.com/12333-the-housekeepers-roundtable-full-house/1/ (last accessed: January 5, 2013). Andrews, S. (2007), “Text Book of Hotel House Keeping Management and Operations”. 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