Somebody got a risk on you. And that somebody that is taking risk of moving you say from the executive role to front office manager or a general manager role or an executive housekeeper or rooms divisional manager role, part of the ownership need should be on us. If I want to be a general manager I got to give the confidence to my general manager, I have to say this is where I want to go and have a conversation. I sit down have career conversation and say where you want to go from today, what support you want and what you need to do. It is a partnership, it cannot be one way. Someone took a risk on me and I am here.
We cannot have highly skilled and poorly educated or highly educated and poorly skilled employee. Human resources is a cost incurring area in our operations and it is all the more important when it comes to training. In 20 minutes of training, the employee should address what we are doing, how we are doing and why we are doing it. Here is where the education comes in. There is a nice saying: ‘Give a man a fish and you feed him for a day; teach a man to fish and you feed him for a lifetime”. I would like to add little salt and pepper, ‘teach them the art and science of fishing so that in any kind of situation, they will be able to take their decision’.
When it comes to procurement of housekeeping supplies, if you are part of a group or a conglomerate or an international group where everything is specified, procurement does not have to do much; they just work on number. But, in owner-driven properties, the housekeeper and procurement departments have to work very closely together.
Earlier laundry used to be a part and parcel of the hotel but over the years with the multinational chains coming into India, the cost factor in laundry services became prominent. India started embracing outsourcing. Different models of outsourcing came into practice. Sahara Star Mumbai has the first-of-its-kind outsourcing, where the laundry is outsourced, linen is rented and above all it is within the premises. This model is working very well with us, that gives a good balance as well.
Vice President & Head Administration, India, Essar Steel India Ltd, Akash Dharamsey, Director, ADD Laundry Concepts and Pancham Narkar, Housekeeping Manager, Grand Hyatt, Mumbai, said that the ‘Point of Focus’ today in hospitality is housekeeping. More so because the rising occupancy corelates with guest experience which is primarily taken care by the housekeeping. Hence, the need for every hotel is to involve housekeepers right from the project state to the operations to ensure that it meets housekeeping demands in terms of maintenance and accessibility.