In the past, guests simply looked for a clean, safe, pleasant environment. The main function of housekeeping was to provide a cleaning service only. But today, guests take ‘clean, safe and pleasant' for granted and look for more sophisticated and personalised elements, such as turndown service, shoe shine service, private butler service and so on.
Khatri: Since I started working we have become more computerised and can even track rooms that need cleaning. Also the introduction of mobile phones has made communication easier with the different departments that need things from us.
Ventura: The engagement with our guests is more important than ever, and it is increasingly important to build a relationship with them during their stay.
Team work has also changed noticeably and is much stronger nowadays.
Plus of course we have a much better tracking system on hand as opposed to a few years ago.
| Advertisement |
Evangelista: There have been changes in the procedures since we got the BS EN ISO 9001:2000 - we are following ISO's quality manual to ensure that high quality international standards are met.
There have also been a lot of changes in terms of materials. Now we use cleaning equipments and cleaning chemicals that can do miracles on stains and at the same time are environmentally-friendly.
Chandran: The advances in the laundry side of the operation have been really beneficial. Using liquid chemicals instead of the old powders is much cleaner and safer for the staff. And being able to change wash programmes in an instant with the new micro processor washing machines we have is such a relief from the days when we had to manually cut slots into cards, which could take hours.
What is the secret to being a successful housekeeper?
Jayawardena: Paying attention to detail, always being alert and up to date with modern housekeeping techniques and developing guest problem solving skills.
Ramzan: Training and motivating associates is very important, as well as efficient planning and organisation. Opportunities for advancement are one of the key elements for the motivation. I always tell my associates that I will not let them stay in the same position forever unless they wish to.
Khatri: Having an eye for detail, taking pride in your work, being personable, approachable and always willing to go the extra mile.
Ventura: Having a passion for what you are doing and simply being supported by your team members and your management.
Evangelista: A housekeeper will be successful if he knows the jobs and responsibilities of the people under him, for example the roles of the houseman, the order taker, the room attendant and supervisor.
I believe that the lower you start, the better you will be when you move up because you know and understand what another person has to do and what it will take to get his job done.
A housekeeper needs to know a lot more than just merely cleaning a room. He has to know how to delegate jobs and he also has to learn some important financial management tasks, such as setting and adhering to a budget.
Chandran: Aside from requiring a sound technical knowledge of chemicals, fabrics and so on, you have to be well organised, have an excellent eye for detail and good common sense.
Having one of the largest teams in the hotel, it is essential you communicate effectively and are always there to support, encourage and guide your people.
Search our database of more than 2,700 industry companies
