WWW.HOTELSERVICESGROUP.CO.UK

ABOUT US

Hotel Services Group (HSG) works exclusively for hotels meaning we are highly experienced in meeting the unique and complex challenges of the industry.

A hotel stay should feel like a home away from home. We don’t compromise on the highest standards which are essential in developing repeat clientele and safeguarding the reputation of your hotel. We have excellent training and audit programmes to ensure that only the best possible staff

and standards are employed.

Our regular housekeeping services include room cleaning, vacuuming, window cleaning and polishing. Carpet cleaning can be provided in bedrooms and communal areas. Health spa and fitness facilities can be cleaned on a scheduled basis, including washroom, spa and treatment rooms. Kitchen cleans and deep cleans can also be arranged. We can remove hotel waste and provide regular or ad hoc overnight deep cleans in hotel and restaurant kitchens. Our commercial handyman service can also be invaluable in helping to keep occupancy rates at a maximum and hotel facilities running smoothly.

HSG delivers a number of benefits such as...

Improve first impressions Help meet health, safety and hygiene regulations

Green and environmentally compliant Flexible workforce programme

Per room charging helping manage hotel budgets Recorded cleaning audits

Training NVQ programmes for housekeepers Cleaning products supplied

Holiday, sickness cover, pension arrangements included

Saving money is the No. 1 reason most owners and managers would consider outsourcing housekeeping. Hotels that work with HSG report a saving of between 15 and 25% of related expenses associated with direct and indirect staffing costs, in addition to cleaning materials,

recruitment, training, occupancy fluctuations and room auditing.

Outsourcing a department such as housekeeping also lets management focus on guest services and marketing. While guests see the end results of a housekeeper’s work, their interaction with housekeepers is generally different than with a front desk clerk or waitress, for example. We still, however, incorporate company-specific or property-specific brand standards into our training.

BENEFITS OF OUTSOURCING

TO HSG

TYPIC ALHOUSEKEEPING

STAFFPROPOSED STRUCTURE

AREA OPERATIONSMANAGER(EXTERNAL)

REGIONAL OFFICE(ADMIN, OPERATIONS, MANAGEMENT)

OFFICE-BASED

EXECUTIVEHOUSEKEEPER

HOUSEKEEPING TEAM

Upon confirmation of our services, we would, working closely with General Manager’s (GM), and begin the recruitment or TUPE process for the executive housekeeping manager. Whilst employed by us, they would be responsible for reporting any issues to your GM in addition to the management team of HSG through our own HSG audit system and in dialogue with the area manager. Your GM would also be able to provide direction as and when needed for the daily

operation of the hotel.

The area manager designated to this account would attend at least three times per week during the first three months of operation in order to ensure the smooth running of the hotel during the opening period. In dialogue with your GM, they would also make changes if necessary. We

would also agree with your GM dates for regular update meetings.

HSG also deploy mystery shoppers in consultation with your GM, and full reports will be shared with them.

DEPLOYMENTMETHOD

A key priority for HSG is to ensure that housekeeping staff are fully trained from day one. In order to achieve this - and at our cost - we will undertake a comprehensive recruitment process. Housekeeping staff will also begin an intensive training regime that will entail both on the job training and a Level 2 NVQ Diploma in Housekeeping that will include the below modules:

Maintenance of a safe, hygienic and secure working environmentWorking effectively as part of a hospitality teamCleaning and servicing a range of service areas

Cleaning windows from the insideMaintaining cleaning supplies

Giving customers a positive impression of yourself and the organisationDealing with customers across a language divide

Bed bug identification and control

STAFFTRAINING

HSG DIVISIONAL HEAD - ADAM PETTMANE: DATAUNIT@HOTELSERVICESGROUP.CO.UK

In order for you to attract new guests and retain existing ones, we need to ensure that our service is of the highest quality. Guests do not just want to spend a night in a hotel - they want to feel at home. To enable our data unit at HSG to help the housekeeping teams achieve this we have put in place reliable and effective performance evaluation and strategic management tools, using a balanced scorecard

based on the recommendations of the McKinsey model for housekeeping.

Guests want to sleep in clean beds, shower in clean bathrooms and when they go out, return to a clean hotel suite. HSG believes that housekeeping is the strongest association with the hotel, so the efficiency of our service is measured in a number

of ways.

One of these ways – an important one – is the evaluation of customer reviews and client feedback and we will agree a guest reporting card with the Hyatt Place hotel management. Important as this is, however, reviews will only inform us about something that has already happened, or didn’t happen at all. Therefore, at the HSG data unit we need to ensure that managers are fully aware of current housekeeping

performance using our balanced scorecard.

In order to create this awareness, our balanced scorecard is used to evaluate key performance indicators (KPIs), which are measures representing critical success factors for various aspects of running the business. Our goal is to analyse, through the KPIs, the execution and efficiency of our methods by identifying the gap between targeted and actual performance outcomes in order to conceptualise organisational

efficiency and functional competence.

As a starting point, we do this by breaking down the housekeeping service into three steps: input, process and output. Our framework ensures that the preparation, the actual service delivery and the output are measured. For the input, we measure internal indicators such as staffing levels and absenteeism. For the process stage we look at productivity per employee, and the quality of the rooms’ cleanliness. Finally, at the output stage, we measure through internal quality checks, collecting customer

and client feedback.

KP I s ANDREPORTING METHODS

KPISCOREC ARD OUTCOMES

MCKINSEY PROCESS KPI STRUCTURE FOR HOUSEKEEPING

INPUT

Staffing LevelsAbsenteeism

Employee TurnoverTraining & Upskilling

Product MerchandisingTime Management

PROCESS

Employee ProductivityRoom to Staff Times

Check-out to Check-in TimesStaff Ratios

Organisational SupportHealth & Safety Adherence

OUTPUT

Management Pre-Check-in VerificationCustomer Satisfaction Forms

Online Satisfaction CommentsSocial Media / Web Sentiment

Good Practice Post-Check-out Team AnalysisIndividual Ideas / Team Ideas

KPISCOREC ARD OUTCOMES

HSG does not expect our housekeeping managers to become data analysts. After all, they are at their most effective when they are on your floor, guiding, training and mentoring the teams to ensure consistently high quality service. The data unit at HSG is there to ensure that they are fully equipped with analysed and focussed information, which can be reviewed and discussed with the management of the Hyatt Place and, if necessary, allow for immediate action.

The system we use for this is managed by CleanTime and we licence it as our worksite.

Our system offers a range of benefits such as:

• Real time business intelligence system• Workforce visibility through the use of technology• It can be accessed globally through online hubs for use by the general manager or your head office• It gives assurance that the workforce is certified to work, including their training and compliance records• It provides a safe working environment• It gives real time dynamic data at your fingertips • It utilises geo-fenced zones around sites and regions within sites• Interactive hand held terminals allow two-way communications• Heat mapping allows visibility on locations and walkways activity• It matches skills, competencies and qualifications to incidents in real time • Full command and control capability from a central location on- or off-site• Automated alerts of failed rooms or incidents events • Full audit reports produced in real time on a daily basis

Electronic tablets are held by the executive housekeeper and the area operations director. Depending on the number of rooms, housekeepers also hold tablets to maintain efficiencies. In addition, all the information is monitored by our data unit team with reports passed to our quality and assurance leads.

KPISCOREC ARD OUTCOMES

ROOM AUDIT METHOD

Rooms would be checked by the executive housekeeper upon completion of the clean, in accordance with the specification agreed with Hyatt Place management. Each room will be individually recorded on the CleanTime system in real time, with pass and fail percentages recorded. Were a fail to occur in any aspect of the checklist, it is immediately rectified and a comment placed on the room file within CleanTime. It is important to note, however, that when this is done, whilst it is re-checked, we do not change the initial percentage score. This means on a daily basis that the report will identify the failed areas and what was done to rectify them. The GM will have access to the system and each day a report will be sent for company signature. These reports will be discussed in the regular meetings with the area manager. Examples of penalties imposed as a result of KPI failures could include

room refunds, delay fines, etc.

Upon agreement for our services, we would work with your GM to develop the scope and run through the many audit reports within our CleanTime system to

determine the scope of reports that would be most helpful to the GM.

SAMPLE AUDIT FROM HOUSEKEEPING APPLICATION

SAMPLE AUDIT FROM HOUSEKEEPING APPLICATION

KPISCOREC ARD OUTCOMES

KPISCOREC ARD OUTCOMES

HEALTH AND SAFETY

HSG Divisional Head David Proctor (NGC3). e: H&S@hotelservicesgroup.co.ukA key component of our monitoring is ensuring the health and safety of all guests and

visitors, your staff, and our staff.

Our executive housekeepers will have additional training in:

Train the Trainer Manual Handling

COSHH First Aid

Completing Risk Assessments

In addition, we have appointed Morgan Maskell to be our specialist independent external peer review provider. Morgan Maskell carry out regular assessments, and their team possesses a range of experts

with a depth of experience across the housekeeping sector.

Their accreditations include:

Institution of Occupational Safety and Health (IOSH) (with staff registrations) Internal Institute of Risk and Safety Management (IIRSM)

Member of the Chartered Institute of Building (CIOB) and the Association of Project Safety (APS).

Prior to HSG beginning work on site, our Health and Safety officer will visit and undertake site risk assessment, and develop any required method statements, to be shared with Hyatt Place management.

Any areas of weakness or failure will also be discussed in the report following the visit.

The outcome of the final report including risk assessments will then be reported and discussed with the executive housekeeper and our central Health and Safety team in order to inform and train the

staff.

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