The panel discussion on ‘Evolving housekeeping trends and solutions’ at FHW Bengaluru 2016 focused on the many emerging trends that are redefining the housekeeping function and the challenges that need to be addressed By Sudipta Dev
The Housekeepers Connect panel discussion by Professional Housekeepers Association (PHA) on ‘Evolving housekeeping trends and solutions’ was one of the highlights of the power packed knowledge exchange sessions that have now become synonymous with FHW conferences. The panelists were: Rajsree Gopal, executive housekeeper, Oakwood Premiere Prestige Bangalore; Deepak D Pulavarthi, executive housekeeper, Hotel ibis Bengaluru Techpark; Ashok B, guest service manager – housekeeping, Key Hotels Whitefield; Jayashree Nagaraj, founder president and chairman – PHA; Sharad Dixit, executive housekeeper, Sheraton Grand Bangalore. The panel discussion was moderated by Sunita Srinivasan, chairperson, PES Institute of Hotel Management.
Tech impact
Technology is making a significant difference across all functions of the hotel industry, including housekeeping. Gopal agreed that there were many software solutions that make a housekeeper’s job easy, but the challenge is using them. “We had RFID linen tracking, with that we can make make gate passes and if we outsource laundry, it can be tracked. For car parking also, we use RFID. The latest trend is robots for cleaning rooms and swimming pools, these are boons for housekeepers,” added Gopal.
Housekeeping has always been considered a physically challenging job; with the adoption of new gadgets and technology, is the job less stressful now? Dixit acknowledged that technology has brought down physical strain. “We can cut down on manpower by adopting technology that reduces cost. Communication with guests has been started, we send emails to them if they have put ‘Do Not Disturb’ sign before leaving the room and something inside is left switched on,” stated Dixit.
Technology is implemented to streamline the processes. “Housekeeping is however a ‘touch and feel’ function and no matter how much technology is adopted in the process, the human element will always remain important,” pointed out Pulavarthi.
Emerging trends
There is a segment of smart service providers who are proving to be a boon for housekeepers. For instance, a new start-up which is providing linen on call, as a result of which, hotels can give up their linen department. “You give them a call, they will deliver the linen and collect soiled linen the next day. The linen supply and thread-count is as per specification,” informed Gopal. However, the pertinent question is how receptive is the management to new, innovative concepts? According to Gopal, for convincing the management it is important to make a presentation with scientific research, demonstration, proof and budget details. A big brand like Sheraton also gives the freedom. “Starwood is a brand that gives a lot of freedom if we want to innovate and do something new, though there are guidelines. We are asked every year if we want any change in brand standards,” said Dixit.
The future will see significant changes in how the housekeeping department functions. Pulavarthi pointed out that with time, the rooms have become smaller but smarter. “The bed has become more comfortable. Everything is within hand’s stretch for the guest. It is the smarter way of reducing resources. That is the way we are heading. Overall economically these initiatives are good, also we are not taking away anything from five-star or three-star hotel concepts.” Dixit conceded that as space is less, designers make modern, sleek furniture which is easier to clean for associates. In earlier times, a lot of brass and other materials were used which took up a lot of time for cleaning. Outsourcing of housekeeping is common – from laundry to gardening to cleaning public areas. Housekeeping in rooms is however not outsourced by most hotels. Mostly manpower is outsourced.
Going green
Most hotels try to adopt green housekeeping practices by using eco-friendly products. The panel felt that it is now the era of humanitarian housekeepers. They agreed that hotels can play a significant role in water conservation. Companies have come up with urinals without water; also less water is used in laundry.
Housekeepers are saying no to plastic garbage bags. The current trend in Bengaluru is to cut down on garbage bags. Starch bags are 100 per cent eco-friendly, which become biodegradable in 10-12 weeks.
In response to Srinivasan’s question on whether there is an alternative to cut flowers (which is not eco-friendly), Gopal informed that at PHA events, instead of giving bouquets, tulsi plants are gifted. Housekeeping is all about aesthetics. In Oakwood, instead of cut flowers, miniature plants are being used which is being much appreciated by the guests.
Manpower issues
One of the concerns for the housekeeping department is the fact that very few young people want to take up housekeeping as a career. Attrition remains a major challenge.
“It feels bad when we nurture a talent and they leave. The people in the hotel industry are looking at short term benefits. As a solution, we need to keep them busy and engage them constantly. We need to keep them motivated and give them responsibility more than just cleaning rooms. It needs to be communicated to them that they have a career progression,” stated Dixit.
International chains give equal opportunities to housekeepers, and a few have even become general managers. “You do not need knowledge about every department, you need leadership skills. There are many chefs who are GMs – you need smart managers, even a chief engineer can become a GM. The faith the management has on you will make you go,” said Nagaraj with conviction.