Based on definitions about cleaning, it can be determined that this is a fundamental factor for the image of the hotel, so the fundamental mission of the Gobernanta Department is to guarantee it, for this the waitress must comply with the steps and procedures that are regulated to carry out said activity. Applying types, forms, principles and factors that make a result possible, if it is not offered with the required quality, that is, the client finds details in areas and rooms, it will cause dissatisfaction during his stay.
Creating a culture, sensitizing cleaning staff to get down to detail when cleaning and conditioning areas and rooms, is to reach quality, is to approach excellence: it is to create a culture of service.
Introduction
Historically, man has wished to improve his living conditions, and for this reason he developed industry and commerce. Concern about technological advance has been and will continue to be a constant in the history of humanity.
For the life of man and his subsistence, the cleaning of the environment in which he operates has been essential.
Every person who visits a place, be it commercial, gastronomic, hospital or lodging areas, in one of the aspects that most repairs, does not overlook it, is cleanliness.
… When staying in a hotel, they can take exceptional care of us, but if the bathroom is not shiny, we will surely not stay in that hotel again. '' It is the result of surveys applied to clients. Cleanliness is the aspect most valued by guests, regardless of the category of the hotel in which they stay. Ensures the author of the article entitled Cleaning in hotels, more important than service.
Development
According to the encyclopedia, cleanliness is the factor that preserves the environment, where the human being develops in a neat and original way. Something more expanded is found in Wikipedia, the free encyclopedia, Cleanliness is the absence of dirt. The purpose of cleaning is to decrease or exterminate microorganisms on the skin and on furniture, that is, in animate and inanimate objects.
Also avoiding unpleasant odors. Washing is one of the ways to achieve cleaning, usually with water plus some type of soap or detergent. In more recent times, since the microbial theory of the disease, it also refers to the absence of germs. In the industry, certain processes, such as those related to the manufacture of integrated circuits, require exceptional cleaning conditions that are achieved by working in clean rooms.
From the definitions, we can then determine that two types of cleaning must be used: visual and non-visual, one to precisely perceive the absence of dirt, the other to feel safe not to acquire any disease. So the goals of cleaning are:
Guarantee and preserve a clean and hygienic environment.
Preserve the value of buildings and property.
Prevent the appearance of infections.
Respond to the hygiene, aesthetic and comfort requirements that the installation requires.
Preserve the areas free of impurities.
Give things a new look.
The cleaning, hygiene and conditioning work of areas and rooms in hotel facilities is a vital task performed by the waitresses, supervised by the professionals of the activity and directed by the housekeeper, their goal to achieve: offer the client the desired comfort. This confirms that the customer comes first.
The personnel that provide this service must comply with the steps and procedures that are stipulated in the hotel chain operations manuals, with this they will be able to comply with parameters that can guarantee and preserve a clean and hygienic environment. In order to adequately guarantee a cleaning that results in detail, types, forms and principles must be applied in the cleaning that is carried out.
Types of cleaning
Physical: Action that is carried out when removing dirt.
Chemistry: When a chemical is involved.
Bacteriological or disinfection: When a disinfectant product is applied.
Psychic: It is the observation that is made at the end of the cleaning to check that everything has been in perfect order and cleanliness.
Mechanics: When some electrical equipment intervenes.
Cleaning methods
End of work cleaning: It is done at the end of a construction.
Thorough or deep cleaning: It is done to remove dirt from all parts of a place.
Daily (or partial) cleaning: It is done daily according to what is established by each type of area.
Maintenance or review cleaning: It is done to maintain cleanliness.
Special cleaning. It is done as a special treatment to specific places.
Basic principles of cleaning
Shake: Shake one thing violently, stir, remove dust
Dust: Rub vigorously one thing with another to clean
Rinse: become clear, make less bushy
Dry: remove moisture from the body, evaporate moisture
Shine: shine, fire light beam, shine, shine, shine, flash
Applying work methods that result, cleaning in the rooms from the inside out, in a circular direction, from left to right or vice versa and from top to bottom.
To achieve optimal cleaning, it is necessary to combine 4 factors that intervene in the cleaning process, together with water as a solvent.
Temperature
It is one of the factors to take into account to achieve an adequate degree of hygiene. It favors the cleaning processes but the types of surfaces must be taken into account since the action of the detergents increases when the water temperature rises. To eliminate germs and fats, a minimum temperature of 55ºC is necessary.
Chemistry
You must choose the right product for each surface but always taking into account: water quality, in the case of hard water you must use a product that removes scale, degree and type of dirt (which can be loose as: the thick are the papers, butts and fine dust and adhering dirt is the case of the scab, cement remains, paint) and the surface to be cleaned.
The use of products is essential, with a positive result in their application if the selection in ecological ones is taken into account (use of biodegradable products that evaporate or disintegrate in a very short time), and for each of the needs.
They will use:
P / H Composition To remove:
Descaling acids oxide, lime, urine, tartar.
Neutral stain maintainers, daily cleaning.
Alkaline Degreasers Strong greases, dirt.
Disinfectant
(Bleach, ammonia, alcohol) microorganisms
The cleaners should be applied and left to act for around 15 to 20 minutes so that you can remove the dirt adhering to the surface.
Action of a Cleaner:
Wet Action: To break surface tension
Penetration Action: Reach all layers.
Emulsification or emulsion action: Form of emulsion (particles bind)
Suspension Action: Remove from the unwanted place.
Weather
The use of time for chemical reactions is necessary for the application of a product to be effective, so when applied, it should be left to act for about 15 to 20 minutes so that it can remove the dirt adhering to the surface.
Mechanics
By means of mechanical action, rubbing being the most common in cleaning, very adherent dirt is removed and its redeposition is avoided; It also allows the renewal of the detergent solution.
The water used as a solvent is the main cleaning agent: it gives shine, at high temperatures it eliminates microorganisms and grease, as well as the best known solvent.
To complete the cleaning, the appropriate tool must be selected, as not all are used for the same purpose, since each surface, whether it be an object, furniture or equipment, is made of a different material.
Clean water should always be used when mopping floors. If you allow the bucket to have dirty water, all you will do is put this dirt back on the floor.
It is important to take care and the necessary precautions for the use of cleaning products, these can leave their trail of odors that could cause discomfort reactions to customers because not all of them have a pleasant smell, also if it has been used carelessly, the situation is more serious, in addition to damaging the health of the waitress, for this she will take the necessary precautions in the use of the protection means, they are gloves, glasses and naso buco.
The best room, area, living room, even if it is luxurious and dazzling, loses its appeal if a detailed cleaning has not been achieved in each of the elements that make it up.
One of the most important tasks of a hospitality company is to develop service at the same time as business, that is, to develop a strong service culture.
This culture is focused on serving and satisfying the customer. The culture of service has to start with high-level management and continue with the rest of the staff.
Create a culture, sensitize cleaning staff to get down to detail when cleaning and conditioning, when offering a service, is to reach quality is to approach excellence, is to create a culture of service.
Excellence is doing things well, and doing them well all the time. It has no more secrets. And this is available to anyone, it is not more expensive. Much more expensive is doing them wrong.
You don't need excellent people, you need ordinary people who do things in an excellent way.
When cleaning, dirt or rust stains, grease, dust, residues are removed, but it is also ordered and set, going into detail is more than cleaning as stipulated, it is that each of the elements that make up the setting of a place, it seems that it is released at the moment the client uses it.
Clients are the object of our work, the raison d'être of the company, they are above all. They value more and more to feel unique and that the hotel is pending to cover their specific needs. Personalized attention is therefore essential, here the waitress plays her role, offering treatment in the room according to the tastes and preferences of each of the guests, because it is at that level that we must reach in the service provided: it is to get a satisfied customer with the possibility of being loyal.
In beach hotels there is an element that damages cleanliness: the sand, it can be seen in the beds, on the floor, in the bathtubs, closet drawers, door glass, anyway anywhere because it comes through the shoes, the air, the clothes that people wear, and it would be endless the examples that can be offered in this regard, this is a particle that if not cleaned in detail can remain after cleaning.
The smell of the bathrooms can be cause for complaints by some customers, because if it is not cleaned in detail, the accessories can lodge in them microorganisms that cause contamination in the environment. Moisture is something to avoid because it can manifest itself in the odor, such as from the mold that is created.
Other examples that we can address on the subject is about the finish of the rooms, in the bathroom it is in very bad taste that the towels are sewn out, that the anagram is not visible, or that they are not of the same model if We put two on the towel rack, in the folding of the curtain some folds are joined and others with a lot of separation, these and others are details that subtract and leave to say about the work of the accommodation waitress so it is necessary to take into account the elements and principles of the design, such as: the vertical line in the bathroom curtain and its symmetry and horizontal in the laying of the bed, the color in the selection of the bedspreads in identical twin beds, applied to the conditioning of the room.
In addition to those mentioned, we can specify in others that they can also be annoying for the client.
How to wait for the room to be prepared.
Not receiving the proper treatment or answering a question.
Blinds that slide poorly, have missing snags, or are damaged.
Poor lighting and air conditioning
Noises from equipment or coming from outdoors.
Crooked, damaged or not in accordance with the style of the room.
Deteriorated floral ornaments or withered natural flowers.
Poorly laid beds especially in occupied rooms.
Wrinkled bedspreads, with spots, loss of colors due to the washing processes to which they have been subjected.
Dirty blankets for not refilling after use by the client.
Pillows with dirty linings.
Badly washed lingerie with stains, tears.
Defective mattress.
Smelly closet with few hangers and different colors.
Equipment that malfunctions.
Smelly phone.
Not having the desired water to drink since the waitress did not replace the assigned bottle.
Dirty glasses, with water stains on the bottom or with finger marks.
Lack of toilet paper or placed in an inconspicuous place.
Towels misplaced, used as decorations on the bed or the necessary quantity is not available.
Lack of any of the bathroom amenities.
Poor 24-hour water supply.
Leaky taps.
Personal objects of clients changed places.
Do not give a prompt response to the needs of customers in occupied rooms from the request of water knobs, extra pillows, amenities, preference in cleaning, among others.
Conclusions
A hotel must be characterized by its cleanliness, hygiene and comfort in order to provide the client with well-being and comforts. Cleanliness is a measurable parameter among which includes the image of the installation, the governess department is in charge of guaranteeing that this is fulfilled and that the client perceives it, enjoys it and carries it in memory, so that its slogan It must be about selling more than rooms, selling unforgettable experiences, that the visitor gives preference to that hotel, for this cleaning in detail is essential because the details make the difference of feeling satisfied or the opposite and can cause victory for the company or the company. defeat.
Bibliography
Olmo Garre, María José. Hotel, Systems and Processes Governance Department. Editorial Synthesis. Spain 2001.
Collective of Authors. Hotel Management. Balcony Editions. 2007.
