‘Housekeepers need to have a multi-faceted approach’

Darshan Singh, consultant and industry veteran, and general housekeeper with the Leela group, shares her views on the current scenario in housekeeping segment, with Neeti Mehra

How has housekeeping evolved over the years?

Housekeeping is not only an integral part of the hospitality industry, but also a very important aspect of hospitality operations of service oriented-organisations. Today the role involves a multitude of skill sets, as compared to when I entered the industry. It is necessary to have regular operational audits to control the housekeeping quality and standards. There is a great need for design and development of documentation standards. Training and development is a must for staff at all levels to build world class housekeeping professionals. This requires detailed induction and orientation, professional development programmes. With so many new hotels, hospitals, malls coming up one cannot over look the importance of project design and facility planning. Outsourcing and the role of engineers are also imperative today in providing back-end support.

What would you say to students who aspire to enter this profession?

The hospitality sector is booming, and we are a small part of this. Housekeeping, like any other profession, requires aspiring students to be armed with the requisite educational skills and they should be willing to put in hard work and dedication. Students should be very clear that this is what they want to do. There are opportunities for growth within this line, and with the correct training and perseverance, the sky is the limit.

You spoke about a multitude of roles within this profession. What skills are critical for a housekeeper today? How can the hotels contribute to this job role?

Housekeepers today have to be multi-faceted in their approach. They are an inspiration to their subordinates and set an example for them. There must be dignity in labour and respect within the department for each member of the staff, whatever may be his level. Also, there should be training programmes for housekeeping in the hotel. Systemised training is important. Team spirit is a must, we must inculcate a feeling in them that housekeeper and the management is approachable and can address each query.