Lodging and Accommodation

Management

Housekeeping Case Analysis

 Key Aspects

Case theme/Summary

Сase analysis

Solution to the problem regarding:

- guest;
- room;
- maid.
How to prevent this situation / Why is it dangerous?
Сonclusion:
-What experience can be learned from this case?
 Case theme
"Chemical substitution"
One of the main tasks of maids is wet cleaning of rooms. And
there are special cleaning fluids for different coatings.
In one of the hotels, a maid, while cleaning the rooms, saw that
her special means for cleaning furniture and glass had run out,
she did not return to the department to replenish them, but
decided to use a liquid with chlorine. Which is only needed for
extreme pollution of the bathroom.
After finishing cleaning and airing the room, the maid left.

Returning to his room, the guest was shocked by the chemical

smell of chlorine, immediately called the reception and called
up the manager. The room had such a poisonous air that the
guest could not even wait in it for the hotel manager.
 Analysis
In order to analyze the problem, we decided to answer several
questions:
- What went wrong?
The biggest mistake the maid made is that before cleaning the rooms, she did not check
if all the necessary cleaning products were in her cart.
In every hotel, housekeepers are trained in how and for what purpose to use chemicals
and cleaning fluids. This housemaid broke the rules of the hotel.
- How was the maid supposed to act in this situation?
When she noticed that she ran out of cleaning products, she was obliged to return for them
and replace them. It is dangerous to use chemicals for other purposes.
If she did not have time to return, she could call the housekeeping department and ask a
colleague to bring the necessary funds.
 Analysis
-Does this indicate the incompetence of the hotel staff?
Yes. This is a terrible mistake that shows the level of development and training of staff.
Since this is a simple mistake that could have been easily avoided. But which could lead to
serious problems.
The staff of the housekeeping department is simply obliged to instruct its employees on all
issues, means, things and their functions.
Seeing such a situation in the hotel, we can conclude that the staff is not trained and does
not know how to act in such situations.

-Did the guest have the right reaction and called the manager?
This is absolutely correct, because this situation could not be ignored. Guest should
definitely contact a higher-level Manager.
The maid must be punished up to the point of dismissal.
 Solution
Regarding the room:

It is necessary to quickly clear the poisonous air in the room with a mobile
purifier.
Need to treat all surfaces that have a chlorinated agent

Regarding the guest:

During the procedures, it is necessary to move the guest to another room. Naturally
more comfortable. At the expense of the hotel.
The hotel manager must apologize to the guest for the current situation.

Payment for staying in the room will not be charged for this day.

Hotel pay at the guest's choice of spa; massage services; breakfast.

 Solution
Regarding the housemaid

If a guest writes a complaint against this employee, then the maid will be immediately
dismissed from this hotel and pay a fine for causing harm to the guest's health.

Without a guest statement, the manager will do the following:

The maid will be fined.

The cleaning lady will be required to write an explanatory note and apologize to the
guest.

At her own expense, she must take housekeeping trainings and only after providing the
certificate will she be able to continue working at the hotel.
 How to prevent this situation?

The hotel must keep a record of all cleaning products.

Housekeepers should note what funds they are running out of and provide this
information for verification by the housekeeping manager.
All workers should regularly attend training courses to improve their qualifications.

А daily check of maid carts and supplies in warehouses should be carried out
The hotel must establish specific criteria for the housekeeping department. Eliminate
the use of heavy chemicals.
Why is it dangerous?

It is necessary to strictly follow the instructions for cleaning rooms in the hotel,
because the use of chemicals for other purposes can lead to skin reactions or
respiratory diseases not only in the staff, but also in the guest.
 What experience can be
learned from this case?
you can't do amateur you must strictly follow the
performances instructions and rules of the
hotel.
cannot violate the laws and
regulations of the hotel in if you encounter a problem, it is
housekeeping better to ask a colleague for help

before using chemicals, you need to

familiarize with their composition
and think about the consequences