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Unit-4 Planning Trends in Housekeeping

 Planning Guest Rooms, Bathrooms, Suites, Lounges Planning Fir the Provision of Leisure
Facilities for Guest

 Boutique Hotel Concept

 Special Provision for Physically Challenged Guest

1. LEARNING OUTCOME
After completing this module students will be able to:
i. Understand the concept of Hotel Layout.
ii. Understand the hotel layout in different hotel areas
iii. Understand the recent hotel planning trends
iv. Hotel planning in different areas of hotel

HOTEL LAYOUT AND PLANNING TRENDS

2. HOTEL LAYOUT
The layout of the hotel must balance functional and aesthetic aspects of a property
concurrently meeting the needs of the guests, the staff, and the owner. Moreover, five-
star properties are design oriented, simultaneously integrating the functional aspects to
enhance the space whereas the design of budget properties tends to be more functional for
maximum utility. Thus, irrespective of the configuration of the space, the layout of the
property should inspire; be safe, efficient, and cost effective; and that maintains the utility
and charm over time.
2.1 The development processes
Programming is the process of defining and detailing the activities to be carried out
within a hotel, allocating the requisite space, and establishing relationships between the
spaces. It is one of the initial phases in the development process. Additionally, it helps to
establish the way the structure of the property is to be positioned on a location, the onsite
automobile and pedestrian flows, and connections to the external world. Moreover, the
schematic bubble diagrams are developed to convey both activities and relationships for
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the programming.

From the above figure, it is inferred that the lobby is the central pivotal point in the
layout of hotel connecting the other supporting areas.
2.2 Space Allocation
On the establishment of relationships between various operations, requisite space is
allocated to the direct and supporting activities as essential. For instance, a hotel requires
space not only for its guestrooms, but also for infrastructure such as vertical
transportation (stairs and elevators), horizontal circulation (corridors), and other such
service areas. Thus, the detailed summary of all the actions, activities, relationships, and
space allocations for different areas of a hotel is called building program or design brief.

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Hotel Layout

The above figure presents the variation of allocation of space based on the type of hotel.
However, if the property is franchised or managed by the chain, the brand will have a set
of predefined standards and prototype designs thus, defining the activities, relationships,
and space allocations.

The above figure presents that an economy hotel has smaller guestrooms in comparison
to a resort (30 percent bigger) as well a much larger percentage of the overall area is
allocated to public areas and back-of-house areas (10 percent of total hotel gross area for
an economy hotel versus 30 percent for a resort hotel).
2.3 Layout of a Guestroom
The layout of guestrooms is the most vital aspect in the design of a hotel establishment.
Moreover, the guestrooms account not only for major proportion of space within the hotel
but also a large measure of the hotel experience.

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An efficient and effective design of these areas plays a strategic role in the satisfaction of
guests along with operating efficiency of the hotel. Generally, low-rise hotels with one
to three stories typically use a "double-loaded" slab (guestrooms on both sides of a
corridor) while this configuration is practiced along with a variety of rectangular,
triangular, and circular tower designs by high-rise hotels.
However, the guestroom floor design is determined by design, site, and cost
considerations.

The figure presents the various common guestroom floor types and their overall
efficiencies. The double-loaded slab and the offset slab are considered the most efficient
whereas the least efficient is the atrium-style arrangement. However, the most
appropriate slab designs are dependent on the configuration of the site and the desired
visual individuality. For instance, resorts design generally have low-rise guestroom
configuration as the design is driven by the maximization of the scenic beauty instead of
visual impact of the property as in case of city center hotels.

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Therefore, while planning the layout of guestrooms one needs to take into account many
considerations which are mentioned below:
 The structure of the guestroom should be visible from the road.
 Orient guestrooms such that it enhances the views to command a premium price.
 Position the structure of guestrooms to limit its structural impact on major public
areas.
 Organize the guestroom tower or wings so that the guestrooms occupy the
maximum amount of the gross floor area for the economy of construction.
 Develop the corridor plan with a minimum width of 5.0 ft. to facilitate guest and
staff circulation.
 Provide service elevator and guest elevators, linen storage in the central location
to minimize walking distances.
 Plan the guest bathrooms back-to-back for the economy of plumbing.
 Locate handicap-accessible guestrooms on lower floors and near elevators.

Though, the planning of individual guestrooms is driven by the locale and the target
markets of the property. Almost all hotel establishments s includes a mix of guestrooms
and suites of differing configurations.

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The figure presents a bed mix guideline for various types of hotels. However, the
recommended bed mix varies from property to property. Although it is important to
consider bed configuration as it has major impact on the satisfaction of guests.
Once the bed mix is determined, the planning for the individual room types is carried
which largely depends on the activities to take place within the room. Generally, there are
five major zones namely a lounging or reading zone, a working or dining zone, a sleeping
zone, a dressing zone, and a bathroom zone.
A good layout design anticipates all of these activities, their interrelationships with other
areas of the guestroom, and the space needed for each activity and adds to appropriate
look and feel of the quality level of the hotel. For instance, it is typical for guestrooms in
resorts to have soft furnishings to add interest, softening the look and feel and providing
comfort.
2.4 Layout Design for Public Areas
The major public areas in the layout design are the lobby and public flow space, the food
and beverage outlets, and the meeting spaces. These areas are considered the ‘living
spaces’ as drive the other activities, frame the image of property, add interest and
amenities to the guest experience. The lobby is accounted as the most iconic of all hotel
spaces as it not only functions as hotel's "front office but also as an essential space for
transition. Moreover, the transition from an often hectic and arduous journey to the
security and serenity of the hotel takes place in the lobby along with circulation to the
other spaces within the hotel, without feeling lost or disoriented.

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Source: http://scholarship.sha.cornell.edu/articles/310

The figure provides a schematic diagram for a lobby with the major connections
indicated.
In addition, the lobby program should include the following support functions:
 Clear access to stairs, elevators, or escalators
 Lobby seating, for both individuals and small groups
 Concierge desk and storage, if appropriate
 Front desk administrative areas
 Bell desk and luggage storage
 Public toilets, coatrooms, and house phones
2.5 Layout of the Food and Beverage outlets
The configuration and number of hotel food and beverage (F&B) outlets varies widely. In
addition, standards also differ globally. For instance, a hotel may have a only a single,
multipurpose space that serves as a combination such as breakfast room and coffee bar in
the morning and transforms into a casual bar and limited-menu dining setting in the
evening. Additionally, the multiple outlets must offer variety, value, and excitement.
Moreover, a signature dining outlet (in partnership with celebrity chef) may be located

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in the hotel premises with an access to customers seeking a unique dining experience as
well as house guests.
Layout Designing considerations for food and beverage outlets:
 Provision of fine-dining venues with direct access of the people to enhance the
restaurant's positioning as a local eatery.
 Locate the main casual dining restaurant as conveniently as possible in the main
circulation patterns of the establishment to maximize internal business.
 Usage of back-of-the-house space by sharing kitchens among F&B outlets for the
economy of construction and operation.
 Provision of satellite bars with an appropriately sized service area for preparation,
storage, and backup.
 Provision of separate restrooms for each outlet if possible, in the case of
high- volume beverage operations.

However, a design should delight the guest along with provision of space- and labor
efficiency.
2.6 Layout for other public areas
Function space design varies widely across the different types of hotel establishments.
The large hotels may have at least one distinct ballroom, meeting and conference rooms,
exhibition space, and banquet rooms while a small hotel might have only a single
multipurpose room for all the events. Moreover, a convention hotel which is specifically
designed for meetings have space for various functions with varying size, configuration,
and capabilities while a commercial-transient hotels add function spaces for the provision
amenities and to broaden the service offerings.
Thus, a layout design for various public areas should be consistent with the location and
primary functions of the establishment.

2.7 Layout for differently abled people

Registration counters
The registration counters in the hotel establishments are usually kept a little high to
conduct the business activities appropriately. Therefore, to serve the guests who are short

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or are on wheels better, a portion of the registration counter should be lowered or they
may be served at some other counter of an appropriate height.
Guestrooms
 The provision of guestrooms accessible and adapted to the needs of the differently
abled guests is mandatory for the hotel establishments.
 A physically accessible room should have the following features:
 Push and pull clearance doorway
 A minimum of 32 inches clear opening of the door
 Accessible door hardware
 Accessible security features
 A peephole mounted at 36-45 inches height
 Controls and light switches mounted at 48-54 inches height from the floor

For a guest with hearing impairment:

 A text telephones
 Audio-visual emergency-warning devices
 Notification devices for door knocking and telephone ringing

Washroom
 A minimum of 32 inches clear wide opening to the bathroom
 Accessible sinks and faucets
 Grab bars for the toilet
 Toilet seat at 17-19 inches height above the floor
 Adequate maneuvering space in front of the toilet, tub, and shower for a wheel
chair
 Grab bars and transfer seat for the tub

Exercise and health facilities

The facilities should be on an accessible path of travel for differently abled guests along
with a minimum of one means of access to the pool such as a ramp, transfer tier, or lift.

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3. PLANNING TRENDS IN HOTELS

With the flair for luxury and sophistication the guestroom areas have become larger and a
greater proportion of space is now allocated to public and ‘back of the house’ facilities.
3.1 Structural designs
Guestrooms are invariably designed by standard modules facilitating system-building and
prefabrication, rapid construction, bulk purchasing, and efficient housekeeping and
maintenance. Public areas generally require larger spans and may extend into atrium
spaces. In order to achieve centralization of services such as lifts, emergency exits, linen
chutes, and trash chutes, an efficient design will serve the purpose.
3.2 Entrances
The main entrance to the property must be conspicuous and attractive. The forecourt
space should allow for pedestrians, smooth circulation of vehicles, and a waiting coach
and baggage storage for large tourist groups. Moreover, revolving doors or a draught
lobby with automatic doors, alternative baggage entrance facilities, access for the
differently abled and fire-escape routes ought to be considered.
The parking space for vehicles is largely dependent on the location, the mode of transport
and the availability of space close by.
3.3 Provision of parking space
Motor, suburban and airport hotels: 1.1 sq. meter space per room
City center hotels 0.3 sq. meter space for conventions or banquet seating
Resort hotels: less than 0.2 sq. meter space per room plus a coach-waiting
area.
3.4 Lobbies
The lobby is the main hub of activity and traffic, a place for assembly, waiting
registration, setting of accounts, and information services. Lobbies range from the often-
spectacular designs of those in high-grade city hotels (about 1.0 sq meter space per room)
to budget designs (about 0.3 sq. meter space per room or less). The lobby includes the
front desk, lounge/waiting area, public telephones, cloakrooms, and facilities for luggage
handling and safe deposits. In large hotels, this may extend to arcades of shops, a
concierge desk, currency- changing facilities, a telephone exchange, a bell captain’s
counter, group registration counter, and other services.
3.5 Guestrooms
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The dimensions of the room are determined by the standards of the hotel and the number
and sizes of beds and furniture. However, the planning of the interior and the
arrangement of the furniture and fittings has to be considered from both the functional
and the decorative perspectives. The guestroom design should be versatile, so that the
same room can be converted to a different type of accommodation if need be.
The standard minimum area:
 A single room - 9 sq. meter(approx.).
 A double room - 11 sq. meters; and
 A twin room -13 sq. meters.

The floor-to-ceiling height is usually 2.5 meters, lowered to 2.0 meter in the room lobby
to allow for mechanical servicing. Generally, a room with 3.6 meters width is efficient
allowing a allowing a wardrobe in the living room and furniture along the walls.
Moreover, an increased room width creates an impression of spaciousness and allows
alternative bed and bathroom layouts.
The length of the room is usually more flexible and may extend to balcony or angled
window for directional views while suites are usually limited to corners of the floor and
the top accommodation floor where they may be possibility of changes in the standard
module.
Room doors are usually 76-90 cm wide with the room number displayed on the entrance.
A doorstep is essential to prevent damage to walls. Windows should be of a standard size
so as to avoid the need to have curtains of different size. The walls are soundproofed to as
much extent as possible to exclude noise from the corridors and adjacent rooms. Skirting
boards help prevent damage to the walls; but if they have a ledge, cleaning becomes
difficult.
Recent Trends:
 The segmentation of rooms according to gender. For instance, Hotel ITC Maurya
Sheraton has segments allocated only for women. In such properties, either one or
whole floor or a few rooms are designated specifically for women travelers only.
 The provision of for non-smoking rooms. Such segmentation appeal to guests
who have an aversion to cigarette smoke. This is because however thoroughly a

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room is cleaned, the smell of smoke tends to permeate the soft furnishings and
carpets.
 The provision of business center in hotels for guests who may need to stay abreast
of developments in their business along with facilitation of a computer and a Wi-
Fi in the guestroom.

3.6 En suite bathrooms

The bathrooms are generally cited against the interior walls of the room, equipped with
extractor fans and ventilation ducts. For the economy of construction and plumbing
bathrooms may be adjacent to each other between two rooms. Moreover, adjacent pair of
rooms is thus arranged as mirror images to share common vertical ducts and isolate the
noise in the bathroom.
General fittings and fixtures in the bathrooms include a 1500 mm bath with grab bars,
shower, retractable clothesline, shower curtains, WC, and vanity unit. High-grade hotels
use a 1700 mm bath, twin basin set in vanity surrounds, and a bidet as well as a WC.
Luxury units include a separate dressing area and shower cubicle.
3.7 Safety considerations:
Safety, hygienic and other requirements include non-slip, easily drained surfaces; tiled
walls; acoustically insulated ceiling; mirror over basin; screened, moisture-proof lighting;
panel access to services; controlled, warmed air inflow and extraction; mixer valves and
thermostat control of hot water; shelf space; towel racks; toilet-roll holder; electric point
for a shaver or hair-dryer; lidded waste bin; tissue dispenser; toiletry tray or basket; and,
in high-grade hotels, telephone and music relay.
3.8 Resident circulations
The residential areas add circulation and floor service spaces to the net room areas. Gross
factors can range from less than 5 percent for chalet and lodge type buildings with
external entrances, through 20-30 percent for double-loaded central corridors accessed by
lifts and stairs, and up to 35-45 percent for single-loaded side corridors and tower
buildings.
Corridors should be well-lit and most have dado. A dado is a strong and easily cleaned
skirting of approximately up to 150 cm while a continuous wall paneling that extends
from the floor to halfway up the wall is called a ‘wainscot’. A Dado is essential for the

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prevention of damage caused by the banging of the trolleys or luggage against the wall
and the rubbing and scratching that may be caused by the people.
For the safety concerns emergency stairs are to be sited at or near the ends of each
corridor. The length of a corridor is limited by the maximum distance to be travelled to
reach the protected fire-escape stairs. For corridors with sprinkler systems and fire exits
at or near opposite ends, allowing two directions of escape, maximum distances usually
range from 45-60 meters (with smoke doors at 30-meter distances). Dead-end corridors
with on exit are limited to a length of 7.6 meters.
Minimum fire-resistance periods for separation of exits such as staircases are normally 1
hour for buildings up to three story high and 2 hours for four stores or more. Large
hotels use automatic sprinkler systems, fire-mode ventilation-switching with alarm and
lift and smoke door activation. A fire-alarm, indication panel, and hydrant systems must
be installed, together with portable and CO2 extinguishers, in specific areas as required.
Apart from scenic lifts in the atrium, guest lifts are best located off the main lobby but
within control of the front desk. The number of guest and service lifts may be in such
ratios as 2:1, 3:2, or 4:3. They are often sited back-to-back for economy, the service lifts
rising from ‘back of the house’ areas and opening into a separate service lobby on each
floor. Additionally, large and high-grade hotels often require specific provisions for
luggage handling as well.
3.9 Conference Rooms, Ballrooms, and Banquet Halls
Large groups of people access via foyers or atrium spaces which provide cloakroom
facilities and temporary refreshment services. Large ballrooms are usually divisible with
removable soundproof partitions, so that each of the partitioned areas has its own
independent access and service entrance, air-conditioning, lighting, power, and audio-
visual facilities. In terms of area, banquet halls are usually 1.1-1.3 sq. meters per cover.
3.10 Cloakrooms
A cloakroom is often provided for non-resident guests who come to the hotel for an event
with the provision of vanity units, WCs, large mirrors, and hanging space for coats. High-
grade hotels also have hat check rooms for the safekeeping of men and women hats,
coats, and umbrellas.
3.11 Leisure Facilities

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Enclosed leisure areas range from a fitness room to a fully equipped health club
with pool and spa facilities. In resorts, leisure facilities are generally planned around
landscaped pools and other attractions. The built leisure areas in a high-grade hotel
take up spaces of
1.3 sq. meters per room; mid-grade hotels - 0.3 sq. meter per room; and a resort-0.3-
0.5 sq. meter per room. Moreover, there are often large external areas for leisure
activities with the inclusion of a health club, sauna, solarium, and recreation areas.

4. SUMMARY
The layout of a hotel establishment must consider the functional, layout, and
aesthetic aspects to design a property to fulfill the needs of the guests, the staff, and
the owner. Programming a hotel involves defining the activities to be conducted
within and surrounding the property, establishing relationships among the activity
areas, and allocating an adequate space for the activities. A program should be
consistent with a brand’s vision and positioning. Thus, the design and layout of a
property should inspire; be safe, efficient, and cost effective; and maintain their
utility and charm over time. The chapter outlines the way to successfully connect
spaces to attain a fair return on investment. Further, it entails how the layout and
design contribute to mix design, construction, capital, and brand decisions to create
a good hotel establishment. The chapter also provides an overview of an array of
trends pertinent in the hospitality sector for enhancing the experience of the guest.

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Boutique Hotel Concept

Boutique hotels began appearing in the 1980s in major cities like London, New York, and San
Francisco. Two of the first opened in 1981: Blakes Hotel in South Kensington, London (designed
by Anouska Hempel) and Bedford in Union Square, San Francisco (the first in a series of 34
boutique hotels currently operated by the Kimpton Group).
International hotel chains later began to establish luxury boutique sub-brands to capitalize on the
growth of this sector.

A Boutique Hotel is a small and intimate hotel, held in a stylish design decor with a personal note.
It has a unique character and distinguishes itself from other hotel brands. It is true to its heritage; it
provides guests with great and ultra-personalized service and is typically situated in a fashionable
urban location.

The term ‘boutique’ was born in 1984, when Ian Schrager and his business partner Steve Rubell
opened the Morgans Hotel in New York City, comparing it to a ‘boutique’.

While it is not a specific hotel category, a boutique hotel can be defined by its characteristics:

 Size: Small and compact with 10 to 100 rooms, with a sense of intimacy and privacy
 Individuality: Has to be unique with a personality
 Design: Architecture and interior design are unique and upscale. Décor, aesthetics, and
attention to detail, often a theme is typical for a boutique hotel.
 Character: Has an independent spirit. Fun and funky, trendy, and offbeat.
 Location: Usually located in the hippest and most fashionable urban areas. In trendy, lively,
up-and-coming places or in high-end residential neighborhoods.
 Culture: True to their heritage they celebrate the local flavor.
 Service: Exceptional and highly personalized service is crucial for boutique hotels.
 Gastronomy: Hip, trendy, and locally sourced. High-quality, authentic cuisine
 Clientele: Is individual and hip as the hotels themselves. From Baby-Boomers to
Millennials. They are smart, fashionable, and chic

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Facilities for Physically Challenged Guest

INTRODUCTION

Around 10% of the world’s population or roughly 650 million people live with a
disability. In India, more than 21 million people suffer from one kind of disability
or the other, such as blindness, hearing, or immobility, etc. This, according to
the2001 Census, accounts for almost 2.1% of the population.
According to a research paper, two out of every thousand guests received at hotels are
either physically challenged or suffer from speech, mobility, or visual impairment.
The Union Ministry of Tourism, in 2009, made it mandatory for all star categories
to add facilities for the physically challenged people in various categories.

Types of Physically Challenged Guests

Depending on the various kinds of impairment either in body organs, such as limbs,
hands, spinal cord, etc., or of sensory organs, such as eyes, ears, speech etc., people
may suffer from various disabilities. As a result, our physically challenged guests,
hereafter referred to as special guests, are categorized into the following types.

 Special guests with mobility difficulties

o Special guests who are assisted on wheelchair
o Special guests unassisted on wheelchair
 Special guests with deafness or hearing impairment
 Special guests with learning disabilities/mental impairments

GUIDELINES FOR PLANNING FACILITIES

The physical needs of each of the above-mentioned kinds of guests are different.
However, with slight modifications in various areas of the hotels, not only can
these properties be rendered easily accessible to them, but by integrating simple
unobtrusive facilities in the design structures, the special guests can go about

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freely without hassling other guests.

Most of the physical modifications to a hotel property are made to meet the
needs of guests with mobility impairments, those who use wheelchairs, canes, or
crutches.

Public Entrance The industry guidelines for the public entrance are as follows.

 A public entrance must be accessible to wheelchair use from setting

down or car parking point.
 Where a hotel has a car park, a reserved parking space should be
available for a disabled guest, on request.
 The path from parking point or space to the entrance must be sound in
construction, and free obstacles. Deep gravel, cobbles, and pot- holed
surfaces must be avoided.
 The entrance door must have a clear opening of not less than 67cm.
 Where there is no ramp, there must be not more than 3 steps to the
entrance at any point.
 Within the reception area, there must be an unobstructed space of not
less than 110 cm * 70 cm.
 Steps to be used by a special guest should have risers, not more than 19
cm, with treads not less than 25 cm deep and 75 cm wide.

Interior (general)
 Public pathways that lead to the restaurant/dining room, lounge, TV
lounge, (unless TV is provided in the bedroom), bar, the special guests
bedroom and bathroom should be not less than 75 cm wide.
 Doors to the rooms referred to above should have a clear opening of not less
than 67cm.
 There must be no more than 3 steps, at any point, in the corridors that
guests with difficulties in mobility would be required to use, or at the entrance
of the rooms referred to the above.
 Where the special guests may be required to use a lift, its door should have a
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clear opening of not less than 67 cm, and the interior of the lift should not be
less than 110 cm deep by 70 cm wide.

Bathroom

 The bathroom must be en suite or on the same floor as the special

guest’s bedroom.
 Where a bath is provided, it should have horizontal or angled support rail on
the far side.
 Where only shower is provided, it must have a seat (recommended 45-50 cm
above floor) and a support rail on the far wall (recommended 25 cm above top
of the seat and maximum of 50 cm from center of the seat).
 Where there is a step into the shower, it should have riser of not more
than 19 cm.
 There must be washbasin within the bathroom/bedroom.

Water Closet (WC)

 The WC must be en suite or on the same floor as the special guest’s

bedroom.
 Toilet paper must be within the reach of the guest.
 Where the WC is separate from the bathroom there must be washbasin
within the same room.

Guests who are assisted on the wheelchair

public entrance

 The entrance door must have a clear opening of not less than 75 cm.
 Where there is no ramp there must be not more than one step to the
entrance at any one point.

Interior general

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 The public pass ways that led to the restaurant/dining room, lounge, TV
lounge, (unless TV is provided in the bedroom), bar, the special guest’s
bedroom, and bathroom should not be less than 80 cm wide and not less than
120 cm on the opposite side if the doors to the rooms referred to above.

 Doors to the rooms referred to above should have a clear opening of not less
than 75 cm.
 There must be no more than single steps, at any point, in the corridors that
a guest on wheelchair will be required to use.
 Removable ramps, unless installed permanently, are not acceptable.
 Threshold to rooms to which the wheelchair user requires access must not be
higher than 2 cm.
 Where the guest may be required to use a lift, the door should have a clear
opening of not less than 75 cm and the interior of the lift should not be
less than 110 cm deep by 80 cm wide.
 In the restaurant/ dining room there must be at least one accessible table
with a clear under space at least 65 cm high. Blocks, to lift a table when
required, are acceptable. Where three or more bedrooms meet such
requirements, at least two such accessible tables should be provided.
 There can be a succession of single steps, provided there is sufficient space
after each step for a wheelchair to sit comfortably and safely, with all four
wheels on ground.

Bedroom

 There must be unobstructed space not less than 110 cm * 70 cm.

 There must be space alongside at least one side of the bed of not less
than 80 cm to allow lateral transfer.
 At least one bedroom must be designed to such specifications for the
mobility disadvantaged guests.

Bathroom

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 There must be unobstructed space not less than 110 * 70 cm.

 Where a bath is provided, there must be a seat alongside of not less than 80
cm to allow lateral transfer.
 Where only shower is provided, it must have level entry, i.e., no rim; a
lateral transfer space of not less than 80 cm and a seat.
 Only one bathroom, separate or en suite with the bedroom(s) must meet
these requirements.

 The washbasin, either within the bathroom or bedroom, must have sufficient
clear under space and/ or level taps to enable it to be used by someone in a
wheelchair.

Water closet

 There must be a lateral transfer space to the WC of not less than 80 cm.
 The rim of the WC seat must be between 45 and 50 cm above the floor.
 If separate from the bathroom, there must be unobstructed interior space
of not less than 110 * 70 cm2 and a washbasin with clear under space.
 There must be a horizontal or angled support rail opposite the transfer
space. It should be 20-30 cm above the seat.

Unassisted guests on the wheelchair

public entrance

 If there is car park, there must be a level reserved space with a minimum
width of 3.6 m.
 The route from parking point or space to the entrance must be levelled or
ramped.
 The threshold at entrance must be not higher than 2 cm.

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Interior general

 All paths to be used by the special guests must be levelled or ramped.

 Where the guest is required to use a lift, it must have automatic doors and
the controls must be 140 cm or less in height from the floor.
 Access to the restaurant/dining room, lounge, bar , bedroom, bathroom, and
WC (where not en suite) must be levelled or ramped with threshold not
higher than 2 cm.

Bedroom

 The surface of the bed must be between 45 and 54 cm from the floor.
 Door handles, light switches, TV controls, curtain pulls, wardrobe rails
etc. should be accessible and not more than 140 cm from the floor.
 At least one bedroom needs to meet these requirements.
 Lights switches and telephone (where provided) should not be more than 50
cm from the bed.

Bathroom

 The door handle and light switch must be 140 cm or less from the floor.
 The horizontal or angled support rail at the far side of the bath must be no
more than 30 cm above the rim.
 The rim of the bath must be from 45-50 cm from the floor.
 Where only a shower is available for the guest, the controls must be 140 cm
or less from the floor.

 Only one bathroom, separate or en suite with the bedroom(s) must meet
these requirements.

Water closet

 The horizontal support rail on the opposite side of the transfer space
must be not more than 50 cm from the center of the seat.
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 Only one WC, separate or en suite with the bedroom(s) above, should
meet this requirement.

Kitchens (self-catering units only)

The following guidelines may be adhered to by self-catering units

 There must be a minimum clear floor space of 120 cm front of units

and work surfaces.
 At least one work surface or table should have a clear under space
between 65 and 80 cm height.
 The oven should have front controls and base between 65 cm and 80 cm
above the floors.
 The hob (cooking appliance with burners) should not be more than 80 cm
high. It should have clear under space below or alongside and accessible
controls.
 The base of the wall cupboards and shelves should not be more than 120
cm above the floor.
 The sinks should have lever taps and a clear under space.
 Light switches and door handles should not be more than 140 cm
above the floor level.

Creating Services for Guests with Other Disabilities

Some guests may have disabilities that are easily visible like a person using a
wheelchair/crutch. Other disabilities such as a impairments of various sensory
organs may not be as obvious: deafness, blindness, speech impairment, mental
retardation, or a learning disability.

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Visually impaired guests A sizeable number of travelers today are visually

impaired. Certain areas of hotel property may be required by law to display
instructions and signs in Braille for the convenience of the visually challenged
persons. Buttons of elevators, directions to restrooms, other public areas such as
restaurants, lobbies, bars, etc. are areas where such special guests would welcome
Braille.

Braille menus in restaurants, room service menus, and Braille guests service
directories in rooms are appreciated a lot by guests who can see.

Some useful tips in this regard are as follows.

 When talking to such guests, employees should introduce themselves and

identify any other person with them.
 Many visually impaired guests prefer to pay for hotel services with cash.
When handing out change, lay the bills flat on the guest’s palms and identify
the denomination of each bill as you give it to them. Count out coins separately.
 Explain where emergency exists are located relative to the guest’s room and
note the numbers to dial on the telephone to reach the front desk and other
services.
 It would be advisable to give the guest a room with easy access to the
grounds on the property for them to walk their dogs when needed.

Deafness or hearing impairment Just as not every blind guest can read
Braille, not every deaf or hearing-impaired guest can read lips or
communicate in sign language. Staff communication with the hearing-
impaired guests may keep the following points in mind.

 Let the guest determine the communication method with which

he/she is comfortable: whether that is reading the lips or
communicate as an interpreter.

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 If there is an employee or staff member who knows sign language,

they may be deputed for communication with such guests.
 Talk directly to the guest, even if he or she has an interpreter. Realize
that people who read lips also rely on body language and facial expressions
to convey meaning; don’t exaggerate or underplay your expressions.

Room facilities for the hearing- i m p a i r e d A hotel should have one or more
guest rooms specially equipped for the hearing-impaired guests. These rooms
should include the following.

 a telephone with a flashing light to indicate an incoming call

 a television decoder for reading closed captions or programs.
 a smoke alarm with a flashing light.
 a knock light for the door; and a vibrating alarm clock.

Guest who are mute or have speech impairment Guests with a speech impairment
(who either do not speak at all or whose speech is difficult to understand) may not
require special equipment, but they do not need understanding and patience from
all hotel staff. If you can’t understand them, offer them a pen and paper to
communicate in writing.

Learning disabilities or mental impairments Some guests may have learning

disabilities or mental impairment. While such guests may not require special
infrastructural designing to cope with, they do require courteousness and patience
on the part of their hosts to understand them. The staff can bear the following
points in mind while communicating with them.

 Be patient and take your time explaining the information to them.

 Ask the guest if they understand or agree.
 Offer to read written material, if necessary.

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Other afflictions Other indiscernible or hidden impairments could include heart

conditions, emphysema or asthma, cancer, or other terminally ill conditions.
The best rule to follow with such guests is to remember that a person is a guest first,
and a guest with a disability afterwards. A helpful, courteous attitude is one of the
most appreciated services; a physically challenged guest can receive from you.

INDIAN GOVERNMENT RULES FOR THE PHYSICALLY

CHALLENGED GUESTS

In 2009, the Union Ministry of Tourism made mandatory for all star categories
property to incorporate the following infrastructure/services for all disabled guests by
September 2010.

1. Easy access for the differently abled guests.

2. At least one room for the differently abled guest. Minimum door width
should be 1 m to allow wheelchair access.
3. Room to have audible and visible (blinking light) alarm system.
4. Free accessibility in all public areas and at least one restaurant in 5 star and
5-star deluxe properties.
5. Public restrooms to be unisex. Minimum door width must be 1 m and
mandatory to all star hotels.
6. Ramps with anti-slip

The Ministry also developed a new format of assessment of category of all star hotels
in the month of August 2009. Five marks are allotted for facilities to be offered to
physically challenge persons in the star category system.
Distribution of marks for various facilities is as follows:

1. At least a room for physically challenged persons 1 mark.

2. Public toilet in lobby 1 mark.
3. Telephone in public places 1 mark.
4. Ramps, etc. 1 mark.
5. Facilities for aurally and visually handicapped 1 mark.

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CURRENT TRENDS AND PRACTICES

The housekeeping department is vital for the overall success of a hotel as it not only enhances each element of
the hotels ‘face’ but is also the highest revenue generator. With advancements in technology and
modernization, the face of housekeeping has changed and is no more considered to be a back-of-the-house
department of the hotel. Housekeeping department ensures the cleanliness, safeguarding and aesthetic entreat
of the hotel. However, with the passing time, housekeeping services are increasingly becoming scientific and
mechanized and technology has brought a substantial change in efficiency and product quality in the
housekeeping department as it leads to a reduction of manpower and time. Earlier, the housekeeping
department was considered responsible only for maintaining basic cleanliness and maintenance of the
property and very less emphasis was laid on analysis-reports, software, training of staff related to the latest
happening in the field of housekeeping. However, in the last few years, a lot of focus is being laid on
creativity, innovation, training, use of the latest equipment and technologies and software in the housekeeping
sector. Some of the latest trends pertaining to housekeeping department are as follows:

Go Green: Going green is the latest trend and housekeepers are using eco-friendly amenities, commodities
to conserve water and energy. With the focus progressively on responsible tourism and green practices, there
is much more to being ecologically friendly than reusing sheets and towels. For example, the energy
management system in the hotel helps to analyse data from major energy-consuming appliances like compact
fluorescent lamps and ceiling motion sensors are used in meeting rooms, conference rooms, and public areas
to reduce energy waste.

IT Savvy Housekeeping: Most of the hotels are investing heavily in information technology (IT)
infrastructure and networking that deploys the latest technical advances in their operations. New technologies
like Wi-Fi (wireless fidelity), radio frequency identification, GPS (global positioning system), VOIP (voice
over internet protocol), handheld communication devices and WLAN (Wireless local area networks) are
developing rapidly. Also, the adoption of products like air purifiers, remote curtains, 8- 10-inch mattresses for
ultimate sleep experience, high thread count linen, plush pillows, shower cubicle, and bathtub combinations,
branded amenities, bath salts, aromatherapy products & aromatase has accelerated. Many types of
software having comprehensive housekeeping applications are being used today in the hotels. With the help of
technology, the customer’s involvement in service delivery has been increased.

Computers are now used in hotel housekeeping operations for the following:

 Rooms Management

 Forecasting Guest Room Attendant (GRA) Requirement

 Housekeeping History & GRA Performance

 Stock Control

 Housekeeping Records

 Work Methods

 Files management

 Word-Processing
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 Planning System

 Energy Saving

Not so for most hotel housekeeping operations the development of trends serves to meet guest expectations,
enhance service delivery, and improve efficiency, the housekeeping department being the largest in virtually
all hotel properties, and considering that it is a cost center, not generating revenue, would attract the use of
current technologies.

Many types of software having comprehensive housekeeping applications are being used today in the hotels.
With the help of technology customers involvement in service delivery has been increased

Outsourcing of Services: Present era focusing on outsourcing in hotel housekeeping, and it helps in
reducing manpower related issues like filling the gap due to attrition of manpower, unavailability of suitable
personnel, trained manpower to fill the need of the department

Housekeeping is a labor-intensive department and most of the hotel chains perceive outsourcing as an
effective business strategy. Outsourcing proves to be the best solution for many specialized tasks as it is
highly cost-effective and is a good business strategy to meet the demands of hotel standards. It also helps in
reducing manpower-related issues like filling the gap due to attrition of manpower, unavailability of suitable
personnel & trained manpower. However, retaining employees in the hotel industry is a major challenge due
to long work schedule, less compensation, physically demanding tasks, high-pressure environment, and
uncomfortable work culture. Generally, people say housekeeping job is a thankless job which results in low
morale of the employees. Therefore, housekeeping sector needs to focus on formulation and implementation
of dynamic retention strategies to reduce the employee turnover. In this scenario, training and motivating
employees is a fundamental tool to stabilize new staff.

Ergonomics:
“Ergonomics (or human factors) is the scientific discipline concerned with the understanding of the
interactions among humans and other elements of a system (interrelated activities with joint
Ergonomics is the process of designing or arranging workplaces, products, and systems so that they fit the
people who use them.
Ergonomics aims to improve workspaces and environments to minimize risk of injury or harm. So as
technologies change, so too does the need to ensure that the tools we access for work, rest and play are
designed for our body’s requirement
Ergonomics aims to create safe, comfortable and productive workspaces by bringing human abilities and
limitations into the design of a workspace, including the individual’s body size, strength, skill, speed, sensory
abilities (vision, hearing), and even attitudes.
Day by day, the housekeeping industry is growing rapidly and is one of the major fields providing
employment. Most of the housekeeping tasks are performed by human
resources with the help of advance technology and machinery. For this reason, ergonomic training has become
an integral part of housekeeping industry.

The employees working in this field are faced with serious musculoskeletal disorders due to prolonged
working hours in the same posture, repetition in tasks, contact stress due to tools or postures, force and
vibrations generating from machineries or using tools in awkward postures.

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Ergonomics basically is a science of designing jobs, equipment, and workplace to fit the person instead of
forcing a person to fit the job. Throughout the day, every person in the housekeeping industry is using
postures to be presentable and adaptive to the environment in which they are working or operating different
tools and machineries.

Work tasks may vary from an employee using the computer in standing posture at front desk or the employees
doing cleaning work in an awkward posture or just choosing right footwear at workplace. Everywhere uscles,
ligaments, tendons, blood vessels, nerves, and spine along with other joints are in use for a prolonged period.
If employees are not aware about best practices to perform tasks with the help of ergonomics and
physiotherapy, ultimately, they will land up in cumulative trauma disorders or as it is commonly referred to as
Work- Related Musculoskeletal Disorders. These directly influence the physical and mental performance of
the employees and ultimately the institutions end up facing losses on all fronts.

Training: The efficiency and economy with which any department will operate depend upon the ability of
each member of the organization to do his or her job. Such ability will depend in part on the past experiences,
but more commonly it can be credited to the type and quality of training offered. Employees, regardless of
past experiences, always need some degree of training before starting a new job. Small institutions may try to
avoid training by hiring people who already trained in the general functions. However, most institutions
recognize the need for training that is specifically oriented towards a new experience and will have a
documented training program. Some employers of housekeeping personal find it easier to train completely
unskilled and untrained employee.

If an understanding of department standards and policies can be demonstrated by new employee, that portion
of training may be shortened or modified. However, skill and ability must be demonstrated before the training
can be alerted. Training is the best method to communicate the organization’s way of doing things, without
which the new employee may do work contrary to organization policies.

Staffs are the nucleus of your business and will have a major hand in determining its success. Make sure they
feel valued right from the get-go with the right recruitment and training practices. Need for improved
productivity has become universally accepted and that it depends on efficient and effective training is not less
ostensible. It has further become essential in view of advancement in modern world to invest in training.
Lodging operations always depends significantly on the ability of managers to find and retain talented
employees.

Housekeeping managers in a position to train staff, an optimum usage of equipment, supplies and labor to
increase efficiency in operations. Housekeeping jobs are going to
mechanized gradually and training is fundamental to maintain high level of performance and productivity
standards. Need of collaborate efforts required between hotel housekeepers and hotel management institutes
for theoretical knowledge and practical knowledge.

Safety & Security: Hospitality operations, large and small, are extremely susceptible to security hazards. The
very nature of the operation which involves the presence of a wide range of people, most of whom are
unknown, poses a considerable threat to the security of a property. Risks of fire are also serious; the incidence
of hotel fires causing loss of life and serious damage to property has increased in recent years.

Safety refers to the physical injuries in a work environment and security refers to anticipation of theft, fire and
other emergencies. The Occupational, Safety & Health Act (OSHA) was enacted in 1970 to protect workers at
workplace. OSHA standards covers work areas, sanitation, signs and tags, first aid and blood borne pathogens,
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listing hazardous chemicals, labelling all chemical containers and developing written hazard communication
programme.

OSHA assure and healthful working conditions for working men and women by setting and enforcing
standards and by providing training, outreach, education and assistance. Security in hotels is a broad task of
protecting both people and assets.

Payroll Analysis: Payroll analysis of: number of rooms cleaned daily, VIP arrivals/ stayovers, check-outs,
deep cleaning schedules, and other items that can affect labour costs are measured. Payroll analysis
determines the total monthly labour costs and find out ways to cut various labour costs. This is an important
practice to ensure that unnecessary labour is not being used when business does not demand it in
housekeeping.

Here is a run through some key initiatives in response to challenges:

In response to the high utility consumption of hotels which translates into very high bills
 Installation of water recycling mechanisms, water treatment plants, underground wells and/or
harvesting rainwater
 Installation of solar energy panels and utilization of energy saving measures at the time of
construction
 Usage of CFLs (compact fluorescent light, energy-saving light, and compact fluorescent tube) rather
than incandescent bulbs
 Usage of sensors in plumbing and electrical distribution systems in public rooms
 The preference for showers in the guest rooms over bathtubs
 Reusing wastewater from rooms and kitchens after treatment for watering gardens

In response to the promotion of global environmental concerns to be Eco-friendly:

 Waste management (separation at point of collection and better storage)
 Guests being reminded to switch off the lights while leaving their rooms
 Guestrooms being cleaned at the request of guests
 Creating floral arrangements using flowers that have longer lifespan

In response to growing safety and security issues in hotels

 Usage of key cards for swiping (no room number mentioned on card so no security threats in case key
is lost)
 Peepholes/door viewers on doors

In response to instant assessment of hotels by social media

 Training of personnel
 Creation and implementation of SOPs (standard operating procedures)
 Outsourcing of façade cleaning, horticulture, and pest control

In response to better understanding of sanitation and hygiene practices

 Color coding of dusters and cleaning fabrics

In response to conflict between Food and Beverage and Housekeeping

 Mini bars (refrigerators in rooms) are not filled. Instead, the hotel asks the guests what he/she would

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prefer before their arrival.

CHECK YOUR PROGRESS-IV

Q1. What is VoIP?

Q2. Explain the term ergonomics.

KEY TERMS

Area inventory list: What items within this area must be cleaned or maintained?

Biodegradable: Substance capable of of being decomposed by livening organism.

Ergonomics: Ergonomics basically is a science of designing jobs, equipment, and workplace to fit the person
instead of forcing a person to fit the job.

Frequency schedule: how often must the items within this area be cleaned or maintained?

Hygiene: The science that deals with the preservation of health by maintaining high standard of cleanliness.

Job allocation: The whole business of staffing is based on the number of man hours needed to accomplish the
work.

Outsourcing: A conscious business decision to move internal work to external provider.

Performance standard: What must be done in order to clean and maintain the major items within this area?

Planning: Planning is the process of thinking about the activities required to achieve a desired goal.

Productivity standard: How long should it take an employee to perform an assigned task according to the
department performance standard?

Standard operating procedure: It specifies the way in which a task is to be performed.

Work schedule: A work schedule is a document that lists the actual tasks to be carried out by an employee in
a particular shift and the time frame in which to undertake each task.

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TERMINAL QUESTIONS

1. Enumerate the importance of the housekeeping department.

2. Explain in detail the duties and responsibilities of the Executive Housekeeper
3. What is staffing guide? What is the procedure of developing staffing guide for a hotel property?
4. Discuss the importance of planning housekeeping operation. How the work of housekeeping
department planned?
5. Write a note on emerging trends in housekeeping today.
6. In what way can IT systems be utilized in housekeeping operations?
7. ‘Housekeeping is turning eco-friendly’. Discuss with proper example.
8. Why duty roaster is important for any organization? Explain in detail.

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