Travel India

In conversation with Sharmila Chand, Vijaylakshmi talks about the various crucial issues related to Housekeeping, excerpt:

How important in your opinion is housekeeping to hospitality?

A strong Housekeeping function is core to a successful hospitality business. The housekeeping team works round the clock lo make sure the rooms are kept clean and guests’ needs are addressed in a friendly and efficient manner. It is important to make the guests feel at home and have an experience worth remembering.

Do you perceive any new trends in housekeeping?

The growth of hospitality industry has been tremendous for the past couple oí years with which the demand for trained professionals in hotel industry has gone up. Areas that are maintained by contracted or out sourced staff are on the increase. Hiring of room linen, F&B linen and uniforms is catching up as it proves to be cost effective and reduces the inventory. Several kinds of modern equipment and chemicals are available in the market – these have reduced the load of cleaning staff and have improved the mode of cleaning. Extra emphasis on ergonomics and self-protection of the cleaning staff are prioritized. Still largely the domain of women from top to base, there has been a steep increase in the number of male professionals these days. Housekeeping, as complex as the function, requires rigorous training.

How much of an emphasis does the hotel place on this?

We are very particular while choosing the best possible people for housekeeping duties, and provide them with constant training, looking for ways to improve the way we work. It is important that the staff is courteous and friendly at all times while delivering their services. There is a lot of focus on being diligent in our work, and meeting the high standards we set for ourselves requires regular training. Proper orientation and initial induction process is very important before the actual training. This improves the level ol confidence and the sense of belongingness of the new staff. Then comes the skilled training that is on the job through which one gets attuned to the unit specific standards. After the initial six months proving his/her efficiency, a carrier path is drawn out depending on the capability of the individual. All these processes ensure mutual benefit for both the employee and the organization.

What elements you take into account to recruit staff?

Initially we investigate the employee’s family and the environment he/she was brought up in. Physical fitness plays a major role in laborious housekeeping processes; hence a lot of emphasis is given to this aspect. Fluency in spoken English and proficiency in other international languages add to credibility As mentioned earlier, the staff need to be pleasant and friendly, more so when interacting with our guests. Other qualities we emphasize on are diligence, honesty and team spirit Efficiency in utilizing skills can be developed through job training* How does India compare with the international scenario with regards to housekeeping? Many of the facilities and services we offer in India today are world class – many of the

most luxurious hotels are located in India. This makes it essential that the housekeeping meets internationally accepted standards and processes. The area where Indian units score less is in terms of implementation of latest technology that enhances the product presentation and user-friendly values.

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