Trends

The real housekeeping potential

Jager Thakur

The encouraging progress in the hospitality industry comes with the challenge of finding right people for the job. People are fast moving from specialised jobs to instinctive jobs and if it suits them, they continue otherwise they move on. The industry too is affected by this phenomenon and retaining qualified professionals is the biggest priority. This is so because hospitality professionals can fill in for anybody in the service industry in India as well as abroad making it a challenge when competing against new business concepts, attracting and retaining qualified manpower in an ever evolving era. This has led the industry in rewriting operational dynamics of manpower intensive departments to derive better value and efficiency based systems. Accordingly even the housekeeping department's role has enhanced from being responsible for superior cleaning standards to providing overall superior guest experience in the hotel.

Today even hotels are taking advantage of an increasing array of technologies to improve guest stays. The role of housekeeping is enormous where the comfort and preferences of a traveller are concerned. In the hotel industry it is said that a superior physical product is just the beginning and can be copied with extra fizz, but what can not be duplicated is the superior service culture that emanates through our people and systems that we follow. In housekeeping's case it is the quality of services provided in the guestroom, lobby, restaurant, spa and banqueting facilities etc. Our job starts from the very first stage of a guest booking his/her room. Next days arrivals are reviewed and rooms are allocated as per guest preferences, personalising the room for repeat guests is a touch that is admired by many - simple things from room climate control to a specific type or colour of flower or fruit placed in the room before the arrival of the guest. Guest history of previous stays is checked for any previous glitches or preferences deficiencies and same is communicated to the team and the guest is marked as ‘special attention’. To be able to provide clean, comfortable, attractive and safe environment on consistent basis, we have created a sense of superior service culture in the departments.

Housekeeping is not everybody's cup of tea. Right professionals with a caring attitude, high adaptability and willingness to serve are criterion for selection in this field. This is followed by intensive core competencies and skills training. People are the principal asset and therefore the key to success; hence a lot of emphasis is given on selection, training, performance development, and regular flow of communication is maintained. Discussing new ideas, working as a team and caring for each other are some of the common characteristics of the housekeeping department.

Some unique work trends that can be followed involve enlightening and empowering the people with 'one team one goal' concept. A superior guest service is the principal aim and rest is to support this basic concept. Keeping this concept in mind, all guests including a young guest accompanying their parents should be given importance, hence a VIB Program (Very Important Baby). It consists of providing rooms with baby cots, baby linens and baby amenities ranging from various toiletries to attractive gifts like teddy, story books and games. Room decoration can be enhanced by trendy flowers presented in natural form in a single colour. Avoid mixing flower types and colours, and present them simply, as one would like to see them growing in a bunch naturally. Introduction of range of soaps from the menu and multicoloured bath salts as well as availability of aromatic candles for some select category of rooms is a trend that most guests appreciate. Eco friendly practices should also be encouraged. Employees should be encouraged to come up with innovative ideas to conserve energy, reduce wastage, reuse paper and recycle whatever possible without affecting guest services. Providing online information about lost and found items makes it easier for employees to respond to guest enquiries immediately. This also eases unwanted tensions for the guests to know about anything that they may have left behind. Different mood fragrances created at different times in different areas of the hotel are a unique touch.

The staff need to be motivated and introduction of incentives like the Hystar program in Hyatt hotels, for high performers helps in creating competitive atmosphere in the department. Employees with exceptional performance (consistently score above 90 per cent) are awarded points, which is then redeemed with gift vouchers. Celebrating birthdays and other momentous occasions of employees, keeps the management atop with employees. Once a month celebrations of birthdays at a mega level with entire hotel team keeps the team together and happily looking forward to other celebrations.

To summarise, defining the experience through the service provided, and the constant endeavour to offer the same high level of personalised service to everyone, everyday and every moment is what housekeeping today stands for.

(The writer is the Executive Housekeeper, Grand Hyatt Mumbai)