Submitted By: 21421106

21421108
21421110
21421113
21421119
Group No. – 5

Module Name: Rooms Management A2

Module Code: TH5PU39O

Date of Submission: 6th December 2019

Submitted To: University of West London

Module Tutor: Sonali Nerkar

‘Change is the law of life’ as famously stated by John F. Kennedy

(1963). Change has always been inevitable no matter the sector and
every division must upgrade in order to adapt to the changes perceived.
Administrations must adapt to the ever-growing needs and requirements
of the customers in order to flourish. This requires dynamic strategizing
and flawless implementations of new trends & practices. The hospitality
industry has a diverse range of clients including millennials and remote
clients. It is constantly adhering to the fluctuating circumstances by
introducing new trends while simultaneously maintaining environmental
sustainability. The rising demographic & environmental issues are why
this topic is in demand which will be highlighted in the following report.
The report will include the new trends, sustainability and development,
purchasing and outsourcing in the housekeeping sector,
controlling/budgeting cost and environmental initiatives and policies. The
aim of the report is to do an analysis through secondary research to
discuss the contemporary scenario in room division and repose
recommendations as to how it may improve.
HOTEL PROFILE:
“Travel will make the world a better place to live” Hilton was founded to
prove this noble statement true, A century after it is still guiding us today
(Christopher J. Nassetta, President, Hilton ,2018). The chosen hotel,
Conrad Pune is Hilton’s first luxury hotel in India. A property in the heart
of Pune’s dynamic central business district, it is only minutes from major
corporations, essential government institutions and premier residential
neighbourhoods. It is in the vicinity of popular tourist attractions like the
Agha Khan Palace, Shaniwar Wada, Poona Club, Golf Course, Royal
Connaught Boat Club. Sleek rooms have refined colour schemes and
city views. Upgraded rooms add panoramic views while some offer
access to a lounge providing complimentary breakfast, snacks and
cocktails. Spacious, comfortable and contemporary, the guest rooms
and suites boast the latest in-room technology and offer everything you
need for a productive corporate trip or restful vacation. Every room
features a 40-inch HDTV, an espresso machine, minibar and a gleaming
marble bathroom with mirror TV and walk-in shower.
The development of the future that may be recognised as a continuous
improvement of a program or plan and that has the capability to be
sustained for a lengthy period may be called sustainable development
(Kates et al. 2005). During the past decades, hotels have recognised the
need of sustainability in the hospitality sector as it directly impacts the
performance and development of the hotel, which also include
environmental, economic and social factors. The biggest issue being
faced by the world is sustainability. Hilton has always promoted such
initiatives. According to the Corporate Responsibility Report (2009), by
the end of 2013, a goal of reducing water consumption by 10% and
waste by 20% was set. Expectations were exceeded with water use and
waste being reduced by 10.2% and 24.9% respectively with exclusive
carbon and energy reductions as well. Hence, it proves utility costs can
be slashed by reducing energy and water consumption while
consecutively proving a hotel’s allegiance to CSR activities and
decreases its weight on the environment.

Housekeeping

Hotel rooms being the most revenue generating and most

perishable assets, it is eminent to look after their day to day
cleanliness, aesthetic upkeep & maintenance. This task is
performed by housekeeping department, which is also
responsible for looking after the public areas of hotel. Conrad
is equipped with high-tech washing machines, dryers and
pressing machines that preserve energy which in turn prove
effective by saving natural resources and promoting laundry
production. The public cleaning staff is outsourced along with
a separate section for flower decor. The housekeeping and
maintenance staff was responsible for a five fixture marble
bathrooms with soap tubs, mirror TV, walk-in shower and
two basins instead of a standard one. To perform tasks
smoothly, housekeeping daily inventory has 2 or 4 par stocks
of the amenities and equipment to be utilised. Conrad hotel
has adapted field proven techniques to achieve an
equilibrium between effective housekeeping operations &
environmental sustainability. The techniques being practiced
highly result in cost control & effective budgeting. For
instance purchasing of amenities/equipment can prove to be
a challenging job keeping environmental sustainability in
mind.

Sustainable Purchasing with cost effective results-

Appropriately purchasing eco-friendly equipment, highly show increased
sustainability and reduced pollution by the property. The hotel manages
& works along with its suppliers to guarantee that no excess purchasing
is been practiced.

The budgeting & cost controlling measures include:

• Purchasing locally made linen & interior decoration products – This
helps the local people financially & supports the ecosystem. Also, less
transportation is required for this which result into less air pollution.

• Purchasing non-hazardous cleaning agents over laboratory made fully

chemical products.

• Cost effective practices like "FIFO (First In First Out)", “just in time” to
prevent unnecessary wastage.

• Using washable cloth napkins and tablecloths in hotel premises instead

of paper or plastic use & throw ones.

• Promoting use of recyclable/reusable packaging materials like paper,

plastic, metallic containers for daily amenities distributed to rooms &
public areas by housekeeping department.

There are two fundamental concepts in Sustainable Development, the

idea of ‘needs’ and the concept of limitation, idea of need focuses on
giving priority to world’s poor and concept of limitation aims at meeting
environmental ability with the help of technology and social organisation
to meet present and future needs (Blewitt,2014).

Ethical practices done by Conrad:

1. Garbage is segregated into wet and dry.

2. Used soaps are sent back to the parent factory to
recycle.
3. Toiletries such as shampoos, conditioner, moisturizer,
combs and toothbrushes are sent to recycle.
4. Hazardous waste such as razors, pieces of glass or mirror
and sanitary bags are disposed safely.
5. Plastic bottles are separately collected and sent to
recycle.
6. Suit bags are used instead of garbage bags (plastic) for
collecting disposals.
7. Used slippers are sent to recycle.
Sustainable Forestry
Hilton Responsible Sourcing Policy Sustainable Forestry Hilton expects
its vendors and their suppliers of wood and paper products to maintain
compliance with laws and regulations pertaining to their operations and
the products they manufacture. Hilton will not purchase wood or paper
products made with illegally harvested or traded wood. Transparency
and responsible sourcing in our supply base is important and therefore
Hilton gives preference to recycled and certified products and those
protecting High Conservation Value Forests, avoiding natural forest
conversion and ensuring protection of human, civil and labour rights
wherever feasible. We understand there are many forest certification
options and will give preference to Forest Stewardship Council (FSC)
certified products based on regional risk and if all other product attributes
are equal.
Reduced carbon emission by 61%
In 2018, Hilton became the first major hotel brand to set proven carbon
emission targets aligned with the Paris Climate Agreement. In 2018,
Hilton also became the first major hotel brand to join The Climate
Group’s EP100 initiative by committing to improve our energy
productivity in line with our 2030 carbon targets. Since the last decade, It
was recorded 34% of reduction in carbon emission after the Paris
agreement.
Reduce water use in our managed operations by 50%
Since 2008, we have achieved a 20% reduction in water consumption.
Hilton has invested in effective laundry and cleaning technologies which
results in saving an estimation of 417 million gallons of water.
Zero soap to landfill by recycling all used guest soap bars where
available
Approximately 5000+ properties of Hilton across the globe recycle soup,
Clean the world is the global recycling partner which helps in recycling
soaps from countries such as USA, CANADA etc. Sundara is domestic
recycling partner which helps all the properties across India to recycle
soaps.
Double our investment in programs that contribute to sustainable
solutions
To Maintain sustainable travel and tourism in Africa, Last Year Hilton
announced an initial investment of $1 Million. Hilton Partnered with the
Tent Partnership which is expected to impact 16,000 refugees by the
year 2030 by providing them donations, offering jobs etc. Since 2013
Hilton has conducted training and development programme for
individuals with development disability, 355 students have graduated
because of this programme, 107 individual got employment maintaining
a rate of 19% in last 5 years period.

Apart from the hotel, a guest’s response and involvement in green

projects is another crucial element in sustainability efforts. Plantation
drives, humanity runs, and social upliftment action are a few initiatives
taken by Hilton. For example, on 18th May 2019, Conrad Pune
organised a 5-km marathon titled ‘Run for Traffic Heroes’ paying
homage to the traffic police in which a healthy number or guests
participated. Another example may be the annual CSR activity where. In
another annual initiative, newspapers were donated to an NGO to make
paper bags which funded their own cancer fighting drive.
As mentioned before, hotels are constantly adhering to the social needs
and expectations by introducing upgraded (mostly technological) trends.
A few evidently effective trends in housekeeping are: -
1. Go Green
The conservation of energy and water by using eco-friendly commodities
and amenities to go green is the latest trend by housekeepers. With
green initiatives and accountable tourism progressing rapidly, reusing
sheets and towels may not be enough. Conrad Pune for example uses
ceiling motion and thermal sensors in rooms and public areas to reduce
energy waste. This data from energy- consuming appliances such as
incandescent lamps is analysed in the energy management system.
2. Outsourcing of services
The housekeeping department of hotel industry has shown wonderful
growth and progress in outsourcing the different sections. Outsourcing is
a sensible business choice to move organizational work to an outside
provider (Ragubalan,2015). In hotel industry outsourcing can be defined
as an operative way to manage hotel business, since housekeeping
department’s nature is labour intensive (Lamminmaki,2007). Outsourcing
may be of different types such as laundry, security and even finance.
Most modern hotels prefer to outsource as an effect business strategy
as housekeeping is a practical based department. This strategy is helps
meet the demands of the hotel and is cost-effective. Issues such as lack
of suitable personnel and skilled manpower are solved. Conrad Pune
practices the outsourcing of the public area staff, security, kitchen
stewards as well as the pest controllers. In 2002, The Hilton Sydney
were not looking for a cheap and fast costing reducing process but a
financial partnership when they practiced outsourcing.

3. Reducing plastic waste from cleaning products

According to the general manager of Hilton Vancouver Airport Gary
Collinge, standards related to eco-friendly cleaning solutions (non-toxic
and biodegradable included) are followed by almost all Hilton hotels.
Pre-mixed chemicals have been replaced by water-based cleaners and
not much is used at a time due to concentration. Ultra-violet wands
sterilize contact points such as handles, switches and remotes and black
lights are used to show unclean surfaces. Conrad Pune uses suit bags
instead of plastic for garbage disposal.

4. Infrastructure and design

Due to housekeeping being a labour-induced department, a lot of
physical hindrances are noticed. The trend of bigger beds, high
nightstands and broader mattresses/pads does not help. Tru by Hilton
provides hooks on the walls, gaping closets and even shelves under the
tv not only for the convenience of the clients but also the excess space
for effect and a hassle-free cleaning system. Noticeably, unlike the
rooms that are getting minimalist, public areas like the lobbies are
widening which allows amenities such as wellness facilities, self-service
kiosks and charging stations along with social space.

5. Internet of things
The internet and technology are slowly making its way into the
housekeeping division as well. Devices can read the air quality, dosing
and even disposal of waste through smartphones or tablets. Sensors on
the devices analyse data to predict traffic and peak hours according to
which the cleaning staff can implement their schedule. Devices and
smart systems also provide alerts when dispensers are lacking stock
thus helping the restroom management to maintain a wall-to-wall
bathroom for effective use. For example, a restroom monitoring system
named WandaNEXT which is completely computerised provides details
such as time of previous servicing and alerts to cleaning staff regarding
low stock and cleanliness. Forecasting of peak hours is also a possibility
which helps in maintaining standards. Another revolutionary step is
inserting chips created by Linen Technology Tracking chips in clothing
substances (pillows, duvets, towels) where a sensor will alert the
personnel upon taking it off premises.

Referencing
(pg. 118 hotel housekeeping: operations and management by
G. raghubalan and Smritee raghubalan third edition 2015
oxford university press)
(Lamminmaki, dawne, 2007
http://paramjamwal.blogspot.com/2015/09purchasing-
stock-records.html?m=1)
(Lamminmaki, dawane 2003, outsourcing in Australian
hotels: a management accounting perspective. Ph. D. Griffith
University.)
Sr. No. Date Tasks Performed
(DD/MM/YY)

1. 10/11/19 Understanding the needs of group report assignment.

2. 12/11/19 Planning the structure of the report & its contents.

3. 13/11/19 Visiting library for in depth knowledge of the topic given.

4. 15/11/19 Distributing report topics amongst group members, to be

researched.

5. 19/11/19 Exchanging & understanding gathered data for its approval

or changes needed if any.

6. 20/11/19 Compiling the findings on the chosen property with data

acquired.

7. 21/11/19 Quick interaction with hotel’s housekeeping executive

manager to gain in depth reality of the findings.

8. 23/11/19 Reworking on areas pointed out by our tutor.

9. 25/11/19 Draft submission was missed due to the presence of

excess data & word count in report.

10. 26/11/19 Rechecking whole report & consulting with our tutor.
11. 06/12/19 Final submission.