There was a time when housekeeping associates would work unobtrusively in the background. However, given the key role they play in ensuring customer satisfaction, hotels are grooming them to engage with guests tactfully and graciously, finds Vinita Bhatia
They are the magic workers who clean hotel rooms, turn down bed covers, place amenities neatly in bathrooms and do much more. And the best part is that they perform these activities inconspicuously without their presence being felt by guests.
Traditionally, the key role of the housekeeping staff was to maintain a hotel’s guest rooms and public areas while upholding the highest standards of hygiene and care. Jayashree Nagaraj, founder president and chairman of Professional Housekeepers Association (PHA) believes that this activity is a science as it maintains the face value and brand image of a property.
Over the years, though, as guests started travelling oftener and began appreciating the finer things in life, the role of housekeeping associates too evolved. From a room attendant, they began to be addressed as a Guest Service Valet and were expected to have holistic knowledge about the hotel and the ability to converse with guests to provide the services they expected, while keeping the latter’s safety and security as prime focus.
But some of these changes went beyond cosmetic embellishments; with the advent of technology, various cleaning solutions, equipment and techniques were introduced to improve their efficiency. Livleen Anand, director of Engineered Facility Management Services says that this includes linen re-use, cleaning suppliers, non-flip mattresses, guestroom inventory systems, different types of flooring, etc, which helps housekeeping associates to strike a balance between efficacy and economy.
SECURITY ON THEIR MINDS
This story is from the {{IssueName}} edition of {{MagazineName}}.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
Already a subscriber ? Sign In
This story is from the {{IssueName}} edition of {{MagazineName}}.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 9,000+ magazines and newspapers.
Already a subscriber? Sign In
The Big Fat Indian Wedding
With a slew of initiatives, hotels are ensuring that the wedding day is special for the couple as well as for the hotel's bottom line.
An Organization Of Rainmakers!!!
Rainmakers are revered for their ability to generate income (rain) for an organization by cracking deals, attracting clients/guests and holding on to them; often, for a lifetime... Revenue generation (rainmaking) is the job of everyone on the team.
Hospitality: A Rewarding Career Awaits
Delving into the roles and responsibilities that professionals in the field of hospitality can undertake in carving a rewarding career.
"India is my first baby!"
Bader Ali Habib, Regional Head of Proximity Markets, Dubai Department of Economy and Tourism, gets candid.
The Essence of Landscape Architecture
Innovative landscaping can enhance the luxury hospitality experience by enriching guest interaction with the natural world.
Teaching the Art of Tea
The first global tea artist from India, teaching the art of making and drinking fine tea, Susmita Das Gupta talks about her mission to make Indian specialty tea reach a global audience.
Feeding Profits
Food and beverage is driving revenues in hospitality in novel ways as hotels innovate with new-age experiences.
Acing the Revenue Game
Hotels are looking at new avenues to generate revenues that go beyond rooms and food.
The Power of Predictive Maintenance
A strategic approach to enable Indian hotels to become leaders in sustainable hospitality.
Shaping a Sustainable FUTURE
To mark the occasion of World Environment Day this month, we find out how the hospitality industry is paving the way for a greener, healthier tomorrow...