This document discusses ISS Hospitality's facilities services in Belgium and Luxembourg. It defines key terms like hospitality, facility management, and housekeeping. It outlines ISS Hospitality's scope of services such as room cleaning, housekeeping management, support services, property services, and catering. ISS Hospitality aims to offer guests an unrivaled hospitality experience through flexibility, optimization, training, and regional coverage. The document also provides background on ISS Group, the world's leading facilities services company operating in over 50 countries.

1. ISS HOSPITALITY
BELGIUM &
LUXEMBOURG
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2. “Offer to your Guests
Unrivaled Hospitality Experience”
Thierry Bridoux
Business Developer ISS Hospitality
Guy De Laender Patrick Casier
Operations Director Brussels Director Business Development

3. ISS Hospitality
Facilities Services
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4. Hospitality
Definition:
is the relationship between
guest and host,
or the act or practice of
being hospitable.
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5. Facility Management
Definition:
is an interdisciplinary field primarily
devoted to the maintenance and care of
commercial or institutional buildings, such
as hospitals, clinics, hotels, resorts,
schools, office complexes, sports arenas
or convention centers.
Duties may include the care of air
conditioning, electric power, plumbing and
lighting systems; cleaning; decoration;
groundskeeping and security.
These duties can be thought of as non-
core or support services, because they are
not the primary business (taken in the
broadest sense of the word) of the owner
organization.
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6. Housekeeping
Definition:
is the systematic process of making a home
neat and clean. It can also be called
household management, which is the act of
overseeing the organizational, financial, day-to-
day operations of a house or estate, and the
managing of other domestic concerns.
In the process of housekeeping general
cleaning activities are completed, such as
disposing of rubbish, storing of belongings in
regular places, cleaning dirty surfaces, dusting
and vacuuming. It is also the care and control of
property, ensuring its maintenance and proper
use and appearance.
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7. ISS Hospitality
Facilities Services
Definition:
Facilitating added value creation
by
being hospitable,
Optimizing, both,
the management processes
and
Cost management
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8. ISS Hospitality Facilities Services
Scope of services:
Rooms cleaning
Housekeeping/Supervision Management
Hospitality Facilities Services, 4 pillars :
Cleaning
Service Support
Property Services
Catering
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9. ISS Hospitality Facilities Services Scope of services
Rooms cleaning Number of Rooms
and identification Type of rooms (DB, TW, Suite, Deluxe, smoking, M²,…)
Floor type (Carpet, Berry floor, Linoleum,…)
of services Bed size, bed type, type bedcover,…
to be rendered Type of bathroom (bath, shower, mix, wash hand basin,…)
Mini bar
Iron board
Flowers
Tea & coffee facilities
Evaluation of the scope of
tasks through Printing & stationary
a “quick scan”-document Corridors
Daily average occupancy rate (low & high season)
Occupancy index per room type
Hotel Operating and Brand Standards
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10. ISS Hospitality Facilities Services Scope of services
Rooms cleaning
DAILY WORK PROGRAM CLEANING PERIODICAL CLEANING ROOMS
ROOMS , example : A schedule will be implemented and
Collect waste in the room and bathroom organized by the Housekeeping Manager
Open curtains and windows to ensure all periodical work is covered in
every room within the appropriate time
Collect, wash and dry the mugs frame. This will be done as ‘jobs of the day’
Clean all sanitary and will include tasks such as:
(Re)place guest supplies Dropping the curtains of the bedroom and
Damp dust all surfaces bathroom
Make up bed Shampooing soft furnishings (annually) or
Clean bedroom mirror as specified by hotel management.
Restock consumables as required, at Turning mattresses
same time check lights are working and
furniture correctly positioned. …
Hard surface floor of the bathroom – to be
washed
Vacuum carpets and remove water soluble
stains as much as possible
Close windows
On leaving room, switch off lights
Make note of any necessary maintenance.
Bring Dry cleaning of guests to reception
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11. ISS Hospitality Facilities Service Scope of services
Housekeeping/Supervision Management :
SPOC (single point of contact) :
3rd parties / contract management Cleaning Public Areas
Stock management Window cleaning
Laundry services Washroom
Linnen Service Service Support
Property Services
Landscaping
Catering
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12. ISS Hospitality Facilities Services Cleaning
Public area
Back of house
Offices
Stewarding
Washroom services
Window cleaning

13. ISS Hospitality Facilities Services Support Services
Night surveillance
Refreshing meeting rooms
Cleaning tasks
Reception goods deliveries
Hospitality Hostesses
Temporary staffing (only Luxembourg)

14. ISS Hospitality Facilities Service Property Services
Handyman
Building & renovations
Maintenance HVAC
HACCP
Deep cleaning
Landscaping – internal & external
Salting & snow removal
Pest control

15. ISS Hospitality Facilities Services Catering
Staff dining
Event catering
Breakfast formula
Turbo Chef
Vending

16. ISS Hospitality Facilities Services has developed an “ à la carte” service setup
ROOMS HOUSEKEEPING HOSPITALITY FACILITIES SERVICES
Contract Mgt Cleaning Service Support Property Services Catering
Minibar
3d parties
Turndown Night Maintenance Staff
Stock Mgt Public Area
VIP Service surveillance HVAC dining
Compliance Back of Deepcleaning Event
Control rooms Hostesses
Operating House HACCP Catering
Supervision
Standards
On-demand Washroom Setup Breakfast
Houseman Rooms-related Handyman
services Breakfast formule
services
Dedicated Window Pest Turbo
Linnen room PC Cleaning
Staff training cleaning control Chef
Temporary
Corridors Lost & Found Stewarding Landscaping Vending
Staffing
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17. Flexible organization offers reduced and variable costs
Efficiency gain/ Cost
savings
Basic organisation
ISS takes financial risk by offering flexible organization and modular pricing, which
means reduced and variable costs for the hotel,
Staffing plans based on planned and actual number of guests,
Our pool-management allows quick response-time for up and down scaling,
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18. Guests and Host satisfaction,
that’s what it's all about !
3 things ISS Hospitality can do
to achieve and maintain
guest satisfaction:
Continuous improvement
Act on the hotel's feedback
Understand and deliver the hotel needs
”ISS Hospitality aims to be your preferred partner”
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19. An ISS Hospitality Facilities Services
partnership means :
Security
Flexibility
Optimalization
“à la carte” Housekeeping Program
ISS Hospitality Academy
Training in Hospitality attitude
Training in Hospitality cleaning methods
Training in ergonomics
…..
Job centers for targeted recruitment
Regional, national & international coverage
…
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20. “Offer to your Guests
Unrivaled Hospitality Experience”
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21. The ISS Group
The ISS Group was founded in Copenhagen in 1901 and has since grown to become the
world’s leading Facility Services company. More than a century in the service industry has
taught us that long-term business success is closely linked to the concept of sustainable
development. By setting high social, environmental and ethical standards we show that our
customers and employees can depend on us.
ISS is currently present in more than 50 countries and more than 500.000 employees serve
over 200.000 customers every day.
Also in Belgium ISS is the absolute market leader in Facility Services. With more than
12.000 employees ISS Belux will achieve a turnover of over 400 million € in 2008.
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