Executive Summary

Post the outbreak of COVID-19 pandemic the hospitality industry is trying to

fight for the safety of guest so that they have safe experience. As guests are
now travelling for vacation and business after the covid outbreak so the
hospitality industry is making many changes to their policies and practices for
the safety of guests. Some changes are done by introducing many new products
and practices for ease of every employee in hotel. While following the new
practices hotels are also facing many new challenges. Some changes that hotels
have implemented are temporary and some are permanent. There might be
many new practices which in future can be introduced by hotels as covid is still
not over. This report elucidates all of the changes that have been made by
hotels, the new products and process which are introduced and the challenges
that are faced by the industry.

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1. Introduction:

Although the phrase "housekeeping" literally means "cleanliness," it has a far broader definition. The
Housekeeping department is responsible for maintaining a five-star hotel looking clean and consistent
each time anyone visits (Sadhale, 2020). Housekeeping maintains a clean and comfortable atmosphere
for hotel visitors by performing specific work in guest rooms and public spaces. Housekeeping is
becoming more scientific and automated all the time (Raghubalan & Raghubalan, 2015). Due to the
need to maintain the atmosphere clean and sanitized post-COVID, the housekeeping department has
grown in importance and has become one of the most significant departments in the hotel. As a result,
there has been a paradigm change in the housekeeping department's trends and practices, with the
introduction of new trends or practices such as AI and robots to guarantee that rules are followed with
minimal human interaction (Sadhale, 2020). Hotels are likewise making and have made several
modifications to their policies in order to comply with all regulations and avoid contamination. Due to
this condition, however, the hotel will have several obstacles in terms of productivity and meeting the
demands of its guests. Many hotels have established a variety of new policies, which will be discussed
in this report.

2. Paradigm shift in the role of Housekeeping in post Covid-19 world:

The hotel industry is a service-provider industry that places an emphasis on consumer happiness and
pleasure. As a result, it is vital to attain a high level of safety, security, sanitation, and hygiene in
order for a company to provide the maximum level of customer satisfaction, and in the Covid-19
situation, the hotel cleaning department bears a large amount of responsibility. The housekeeping
department is important to the successful functioning of the hotel since this not only enhances each
element of hotel's "brand," but it also earns the maximum money. The need for hotel maintaining the
cleanliness has lately grown owing to the fact that perhaps the Coronavirus could be prevented by
coming into touch with a virus-infected surface. (World Health Organization. Regional Office for the
Western Pacific, 2021). If hotel surfaces are filthy dirty then they could be a source of bacteria
transmission (Park, et al., 2019). Furthermore, airborne transmission as from centralized air device
might be another source of Covid 19 infection(Zhang, et al., 2020). As an outcome of Covid-19,
customers are looking for establishments which provide comfortable stay services and
accommodation items that are safe and clean. The industry's focus is completely changing towards
hygiene, cleanliness, and sanitization. The new ethical hygiene trend is on its way. Hotels are placing
a high value on ensuring guests of their safety. Antibacterial door handles are becoming more popular,
and sheaths (covers for high-rise items) will become more important. Many clear strategies are
developing to re-establish guest confidence and ensure excellent hygiene standards. As hotel
housekeeping procedures evolve, hotel housekeeping software are also becoming increasingly
important in ensuring that housekeeping operations are efficient, effective, and safe. In the
Housekeeping department, the Human Resource department plays a critical role (Kumar, et al., 2021).
They must evaluate summaries and disseminate the different warnings and updates from government
entities such as the WHO, the Centers for Disease Control and Prevention, the Occupational Safety
and Health Administration, and local and state authorities to the housekeeping team (Bagnera &
Steinberg, 2020). Hilton has started the initiative in which Hilton will work with RB, the creator of
Lysol and Dettol, as well as the Mayo Clinic, to create upgraded procedures and Teammate’s training

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(Hilton Newsroom , 2020). The Housekeeping Team must teach personnel about transmission,
hazards, and how to protect them, as well as empower and create a sense of urgency in them. The
department must make sure that the housekeeping staff is up to date on OSHA regulations and
industry standards, as well as the proper use of disinfectants in guest rooms and communal spaces
(Bagnera & Steinberg, 2020). The employee's safety should be ensured by the Learning and
Development department. They should educate management employees to be transparent, to deal with
each problem on an individual basis, and to constantly try to comprehend each person's circumstance
to the best of their abilities (Bagnera & Steinberg, 2020). During and after the pandemic “cleanliness
and sanitization” measures might be pushed as a selling factor since this is the increasing guest
demand for hotel hygiene throughout the pandemic.

3. Product and Process:

As of today, all countries have lifted travel restrictions, all businesses have reopened, and people are
once again travelling all over the world, whether for vacation or business. However, guests today
expect hotels to supply them with more than just a reasonable room cost and clean food; they also
demand that their health and safety are not jeopardized in any manner. Hotels are also rebounding
back by satisfying guest expectations by making the various modifications to their products and
processes

3.1 Hotel Designs:

Hospitality design is always changing, especially as guests' worries about their health and safety.  The
following are some of the things that hotels may look forward to in the future:

1. Flexible Design:
More flexibility, as well as unique layouts and appearances, will be included in the designs. "Guests
would not want cookie cutter spaces," said Laura Connor, senior interior designer at Boston Trade
Interior Solutions. "They would like to have the impression that each place has its own distinct
character." Simultaneously, business leaders are looking for areas that would lead to creating a
pleasant and welcoming atmosphere that can be changed fast and effectively (Fox, 2021). Josh Held,
Vice President and Director of Entertainment at Wimberly Interiors, New York also agrees that 2021
was the year of repurposing the abandoned areas into something fresh, vibrant, and promising.
Apendix 1

2. Natural Materials:
A new nature - based trend is driving designers to develop places that elicit feelings of tranquillity
through the use of a relaxing feeling of love of nature. German Mendoza, Associate and Senior
Designer says "I'd call it customized boho." A lot of naturalistic, raw materials, and earthy palettes,
with a focus on flora brought within in whatever shape or form, to reconnect us with environment
after being cooped up for so long."(Kilburn, 2021).

3. Materials Mindfulness:

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The COVID-19 regulations necessitated new cleaning procedures, prompting many hotels to convert
to antimicrobials and vinyl. Due to COVID-19 in most of the hotels in every place there is a hand
sanitizer dispenser. Places like lobbies, lifts, entrance of lobby, floor corridors etc. Receptions are also
having a plastic sheet is use to minimize the contact as it is said that the virus spread through air also
(Fox, 2021).

4. Use of location:

Long before Covid, hotels were redefining themselves as active participants in their areas. Hotel
lobbies are gradually being renovated into areas that attract both guests and locals, rather than
resemble furniture factories. Hotels may have an advantage over conventional enterprises such as
cafés and bars due to the extra benefits of hospitality services and facilities, as well as 24-hour
operation. Taj Hotels have started re-modelling of fixtures in the guest and service facilities in
accordance with physical distancing standards (IHCL, 2021). Holiday Inn London has also renovated
their reception in such way that it can be utilised as sitting area. For more details there is a picture in
Appendix 2.

5. Eco-Friendly and Sustainable Practices:

Travelers are becoming more conscious of pollution, and customers are looking for organizations that
have a beneficial environmental impact. Hotels are focusing more on sustainable and recyclable
materials and goods. Many hotels are now keeping plants like in lobbies, guestrooms and many other
places in hotels. Plants do two things the first thing they can be helpful for purifying the air and it can
also help with the design as it looks aesthetic (Fox, 2021).

3.2 New Normal Practices and Technological Advancements in Housekeeping

Operations:

The modern hotel executive housekeeper has issues that need a lot of expertise (Thomas, 2012). Hotel
housekeeping is rapidly changing; before, the housekeeping department's role was to provide clean
guestrooms on a timely basis; nevertheless, huge changes took place in Hotel Housekeeping due to
COVID-19. To boost hotel operations, this highly fueled and rapidly rising business requires new
technologies and trends (Wörndl, et al., 2021) . Hospitality industry was transforming into many
digital advancements before COVID-19 also but the hotel business has been slower to embrace digital
technology COVID-19 has just boosted the things up.
Due to COVID-19 guidelines there are many changes in housekeeping practices. Housekeeping is the
bedrock of security, as cleanliness is critical to safety. Following are some new practices which hotels
are following now-a-days.

1. Not offering Daily Housekeeping:

In the COVID-19 era everyone is afraid of getting in contact with any unknown person, as it increases
the chances of spreading germs. Hotels have given the option to the guest who wants daily

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housekeeping that if they want daily housekeeping it will be made available on request. And, if a
customer is staying for a longer period of time, on the fifth day of their stay, they will receive a
thorough cleaning without request (Goldstein, 2021). Hilton hotels started this initiative of not
providing housekeeping daily (Schulz, 2021)

2. Use of PPE Kits:

In many hotels when a housekeeper goes in any guestroom for cleaning, they have to wear PPE kits.
So that the housekeeper will be safe from coming in contact with any type of germs or bacteria.
Personal Protective Equipment (PPE) is specific clothes or equipment that employees use to protect
themselves against infectious materials (Department of Health, 2020).

3. Installing Air-Purifiers in Hotels:

As it has been scientifically proved that the COVID-19 can travel through air also it is important for
hotels to make sure the safety of both guests and their staff by maintaining the purity in hotel’s
environment air. For that many hotels in the USA have started installing the air- purifiers in their
premises. (Fox, 2021)

4. Outsourcing of Services:
Long work hours, low pay, physically hard labor, a high-pressure workplace, and an unpleasant work
culture make it difficult to retain personnel in the hotel sector. People generally believe that
housekeeping is an unpleasant profession that leads in low staff morale (Krasner, 2020). The tourism
and hospitality sector in the United States lost about half of its 16.9 million employments in March
and April 2020. Hotel businesses are scrambling to fill those empty rooms as demand for leisure
travel rises (Schulz, 2021). Because housekeeping is a labor-intensive service, most hotel companies
see outsourcing as a viable business option. Outsourcing is the ideal option for many specialized
activities since it is both cost-effective and a sound business strategy for meeting hotel standards. It
also aids in the reduction of workforce-related challenges such as addressing manpower gaps caused
by attrition, the inability to find acceptable workers, and the lack of skilled staff (Kumar, 2020).

5. Technological enhancements:
“COVID-19, without a doubt, have enhanced overall adoption of innovative technologies and
applications into hospitality industry. Digital components that were intended to be offered as
attractions or extra conveniences have unexpectedly become necessities in an era when some people
are afraid to leave their homes(Baratti, 2020). In India, the Department of Health advised that
everybody entering the hotel utilise the Aarogyasetu App. It urged staff to be much more health-
conscious and to take the required steps if only they had come into touch with somebody who tested
positive (Dhir, 2021). Almost every single aspect of the hospitality experience is changing. Changes
like contactless hotel check-in, digital room keys, contactless payments, in-app ordering or the QR
code replacing the menus. Hilton hotels are expanding its award-winning Digital Key technology, in

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that now guest can Check-in hotels, select the rooms with the Hilton Honors mobile app (Hilton
Newsroom , 2020). Taj has also announced the released a new version of Qmin, a mobile app which
in initial phase is just helping guest by ordering food from that app (Forum Gandhi, 2020).

4. Challenges in operational planning:

1 Shortage of Labor:
According to many hospitality specialists, advanced cleaning practices are being driven by the labor
scarcity that is being seen across a variety of service businesses. According to Tourism Economics, an
Oxford Economics organization, the leisure and hospitality industry in the United States lost about
half of its 16.9 million employments in March and April 2020 (Schulz, 2021). Hotel operators are
scrambling to fill those available places as leisure travel demand surges.

2 Operational Implications of New Cleaning Protocols:

Many hospitality experts have discovered that the average guest departure cleanup duration has grown
by roughly 15% for half of the hotels. The process of creating a room cleaning business has grown
significantly more complicated, and it may also treble the amount of additional management time
spent on administration and allocation. Regardless of the increased expense in terms of personal
protective equipment and time, there is little uncertainty that just being able to prove an area is
hygienic would be a primary focus for many years ahead (Grass, 2020).

3 Cost of Cleaning:
Prior to the outbreak, a basic leisure room needed 39.3 minutes to prepare and cost $9.42 in
accordance to staff time, depending on a guestroom accommodate one or two persons. As per Optii,
using the updated cleaning methods will increase the cleanup duration for a typical leisure bedroom to
42.3 minutes at a cost of $10.12. Whenever children remain in the hotel, overall cost rises (45.2
minutes at a cost of $10.80 per room), whereas business travelers pay less (31.8 minutes to clean at a
cost of $7.60 per room) (Fox, 2020).

5. Conclusion
Concluding the point, the information shows that the industry may provide the highest level of client
department. New SOPs have developed and implemented while keeping the covid protocol in mind.
Hotels had to be particularly careful while developing new procedures, keeping all safety had to
develop innovative processes. A lot of improvements have been implemented in terms of
accommodations and services. Various hotels had a policy of not allowing staff to enter guest rooms
after the visitor checked in and only cleaning the room upon request only. However, waste removal

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from rooms was done daily. Rooms which have few amenities takes lesser time to clean items. Once
the guest is checked-out, the rooms are kept out of order for 3-4 hours in order for safety of the
guest service assistant to clean and make the room again with proper sanitization to make the next
guest feel comfortable and safe. There are some challenges which hotels are facing like shortage of
employees, cost of cleaning and many more.

6. Recommendations:

1. Using of extra amenities:

Guests should be given dedicated time slots to use the hotel's extra facilities such as gym, swimming
pool, gaming zone, spa, kids play area etc. Hotels should decide the particular number of guests that
should be allowed in the particular time to use the facilities and after that there should be break of 1 to
2 hours, so that the products and equipment’s could be cleaned and sanitized (Connor, 2021).

2 Modifying Dining Areas

The covid outbreak put a stake through all the standard hotel buffet's heart. When individuals are
attempting to maintain social distance and avoid shared serving utensils, self-serve beverage
stations and too many touchpoints are a dangerous combination. Early in the outbreak, various viral
videos appeared demonstrating how rapidly infections may spread in buffet and cruise ship restaurant
venues.  Salad bars and other food establishments that rely on a self-service concept are likewise
doomed (Goldman, 2021).

3 Requiring Clean Certifications:

For the guest confidence in brand the hotels should have all the clean certifications that are provided
by the government. There are many certificates that a health department or a government gives to the
particular hotel who follow all the regulations provided by them. Physiologically if a hotel has those
certificates automatic guest will feel safe for going in that hotel. For example: WHO certificates,
Central of Disease Control and Prevention certificates, Diversey Certificates (Goldman, 2021).

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7. Appendices:

1) Appendix 1:

Source: Rosewood Baha Mar

2) Appendix 2:

8. References:

1. Bagnera, S. & Steinberg, M., (2020). Sanitized Practices for Human Resources in a COVID-
19 Environment. Boston Hospitality Review, pp. 4-6.
2. Baratti, L., (2020). How Technology Will Reshape the Hotel Industry Post-COVID-19
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reshape-the-hotel-industry-post-covid-19-pandemic.html
[Accessed
3rd Source: Reception bar at the Holiday Inn London – Camden Lock, Janurary
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G. O., (2021). Best practices for room attendants. [Online]
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index.html
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Available at: https://www.hospitalitynet.org/opinion/4106783.html

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 [Accessed 3rd Janurary 2022].
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13. Hilton Newsroom , (2020). Hilton Defining a New Standard of Hotel Cleanliness, Working
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14. IHCL, (2021). Safety, Hygiene & Physical Distancing. [Online]
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service-available-upon-request/7894656002/
[Accessed 31st December 2021].
23. Schulz, B., (2021). Where are the housekeepers? COVID-19 guidelines, labor shortage affect
hotel housekeeping service. [Online]
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service-available-upon-request/7894656002/
[Accessed 31st December 2021].
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28. Cover page image credit- https://www.highspeedtraining.co.uk/hub/wp-
content/uploads/2021/02/Housekeeping-in-a-hotel-room.jpg

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