Stepping Out of the Shadows

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