Housekeeping Reimagined FROM GOOD TO GREAT

Glimpses of The recently concluded International Housekeepers Summit 2024

Akin to a Phoenix rising from the ashes, the International Housekeepers Summit 2024 was an outstanding display of the strength of the Housekeeping fraternity. Held on the 29th and 30th August at the Holiday Inn, Airport – Lucknow, IHS2024 resonated with the theme ‘Good to Great’, incorporating Hospitality, Healthcare and Corporate Housekeeping Services. Breaking away from the traditional session format, the two-day IHS2024 had the delegates entranced with an interactive Talk Show, an engaging & gripping Moot Court session, rejuvenating Sound Healing hour, thought-provoking presentations, the Image Mastery… and of course the all-time sensational Fashion Show of Uniforms and the Asian Housekeeping Awards. Veteran Hospitality Expert Avril Sule and Special Correspondent-Clean India Journal Keerthana Sundar take you through the two-day extravaganza.

A quick activity was used to demonstrate quite literally how viewpoints can be completely different when looking up and looking below. ‘A View From The Top – General Managers Speak’ was intended to urge General Managers to empower the Housekeeping Department to implement changes that will benefit the Accommodation Services provided by the Hotel. The session was facilitated and moderated by Sareena Kochar: Senior Vice-President-Housekeeping, Lemon Tree Hotels. It was an insightful session that delved into various facets of hospitality and operational excellence. The session was a treasure trove of perspectives, offering a deep dive into the latest trends and best practices in the industry. General managers from prominent hotels in Lucknow shared their valuable insights on how housekeepers, often seen as the silent custodians of guest experience, serve as crucial brand ambassadors. They are deeply involved in monitoring guest interactions, addressing needs, and maintaining a seamless environment, all while operating within the personal spaces of guests.

A major highlight of the session was the discussion on the evolving role of housekeepers. The general managers emphasized the importance of grooming housekeepers to uphold the hotel’s standards, addressing their concerns, and involving them in decision-making processes related to procurement and renovations. This approach not only enhances operational efficiency but also aligns with the latest industry trends.

The session also covered significant advancements in hygiene and cleanliness practices across hotels and other institutions. Topics such as laundry management, sustainability practices, and innovative solutions for waste reduction were extensively discussed. Participants highlighted various measures, including water recycling, green chemicals, and waste converters, which contribute to reducing manual costs and enhancing environmental sustainability.

Sustainability was a recurring theme, with insights into how hotels and healthcare institutions are implementing green energy solutions, like wind and biodegradable energy. The discussion also touched upon the importance of training staff on sustainability practices to support India’s broader environmental goals.

Furthermore, the session explored the enhancement of guest experiences through wellness initiatives. General managers detailed how hotels are curating personalized wellness experiences, aligning with guests’ food preferences and health needs, and how infrastructure improvements are tailored to specific patient requirements in healthcare settings. For instance, maternity wards are being designed with calming colours to enhance comfort.

The role of technology in bridging gaps between academic training and real-world applications was another key discussion point. General managers are increasingly focused on educating their employees and trainees about new industry practices and technological advancements.

In terms of practical challenges, the session addressed budget allocation for equipment repairs. An illustrative example provided by Raj Singh, General Manager, Holiday Inn, Lucknow Airport demonstrated how mid-year expenses, such as purchasing new vacuum cleaners, are managed as operational expenses (OPEX) or extraordinary ones (XO). Aiming to achieve the objective of the session, Raj Singh said, “Housekeeping as perceived earlier is no more a Back-Office department but a Core Operation contributing to the Guest Experience being from a Good to a Great!”

Overall, the event was a comprehensive platform for exchanging ideas, discussing innovations, and exploring strategies to elevate standards in hospitality and healthcare. The session not only highlighted current trends but also set the stage for future advancements in the industry.

The session that followed was titled ‘The Balancing Act’ and had two parts. Heralded by dim lights and a music track from The Conspiracy Theory, Balancing Act l was a unique session conducted in a Moot Court Format. Here’s what one of the speakers/actors Gayan Peiris, Executive Housekeeper – Cinnamon Grand Colombo had to say about it… “Participating in the moot court on Outsourcing v/s In-House Operations was an intriguing and educational experience. I had the opportunity to argue in favour of the permanent workforce as the junior petitioner, which is against outsourcing, exploring the pros and cons that relate to the legal, economic, and ethical dimensions of this global practice. Engaging in this dramatic role allowed me to develop a deeper understanding of the multifaceted nature of outsourcing, which is in favour of the contract workforce, including its benefits, such as cost reduction and increased efficiency, as well as the challenges it poses, like job displacement and quality control concerns.

“The moot court session was not only an excellent learning opportunity for me, but also a highly engaging event for the audience. The interactive format, where participants could witness the clash of arguments and the thoughtful questioning by the judge, kept the audience captivated throughout. It was gratifying to see how the debate sparked lively discussions and reflections among attendees, highlighting the relevance of the topic in today’s globalized economy.

“Overall, the experience was invaluable, providing me with the chance to hone my advocacy skills, deepen my subject knowledge, and engage with a topic of great contemporary significance. I am grateful for the opportunity to Clean India Journal and the Asian Housekeepers’ Association.”

The concluding verdict, by Judge Ram Chena at the Moot Court session, was “When deciding between an internal and outsourced housekeeping department, there isn’t a universal solution. Organizations need to carefully consider their options, considering factors like budget, control preferences, and particular cleaning requirements.

“For some organizations with limited resources and basic cleaning needs and high occupancy fluctuations, outsourcing may provide the most cost- effective solution. However, those with specific cleaning requirements, stable occupancies or a strong focus on control might discover that an internal team better suits their goals. The decision ultimately depends on understanding the circumstances and priorities of your organization.”

Work-life integration is crucial in housekeeping across various sectors, including hospitality, healthcare, and corporate environments. In hospitality, where employees often work long hours to maintain high standards of cleanliness and guest satisfaction, a balanced approach helps prevent burnout and ensures consistent, quality service. In healthcare, housekeepers play a vital role in maintaining a sterile and safe environment, and a healthy work-life balance is essential for their well-being and effectiveness, which directly impacts patient safety and care. In corporate settings, where housekeeping often involves maintaining office environments, a balanced work-life approach helps improve job satisfaction, reduce turnover, and enhance productivity.

In-House                            OUTSOURCE                       OPERATIONS

A wonderful Moot Court session with Irandi Wijegunawardane, The Consultant of Aitken Spence Hotel Management Sri Lanka, as senior petitioner, Akshi Singh, Cluster Director, Housekeeping, IHG Hotels, Kuwait, as the senior defendant, Sanjeev Tandon, Hospitality Consultant, India as the junior defendant, Mohammad Ibrahim-Accommodation Manager, Gitam University, Hyderabad as the bailiff and Ram Chena, Director of Housekeeping, Park Hyatt Abu Dhabi Hotels & Villas, UAE, as the judge, simulating a great show with the coaching of Prof. Avril Sule, the veteran hospitality guru.

Bashir Vandana Rawat, HOD- Rooms Division, Institute of Hotel Management, Catering Technology and Applied Nutrition, Jaipur moderated a session with housekeeping heads across segments to find out the ‘secret sauce’ to achieve a balance between family and professional lives amidst housekeepers.

Amit Kumar Singh, Executive Housekeeper, Holiday Inn, Lucknow Airport highlighted taking advantage of latest innovations in technology and automation to adopt robust Work Optimization Tools (WOT) and utilize modern cleaning techniques to save time. These salient features help housekeeping staff remain organized and have good time management skills at work. This enables staff to complete work within scheduled work hours and devote adequate time for family.

Pancham Narkar, Senior General Manager- Housekeeping, Jio World Centre, Mumbai pointed out flexible rostering as an efficient method to stave off burnout among staff. Hemant Kumar Singh, Head of Housekeeping and Laundry, Medanta Hospital, Lucknow shares that the flexibility of shifts and creation of a system- oriented rather than a person-oriented working style ensures housekeeping staff in healthcare are well supported and receive a conducive environment to carry out their duties. Overall, a healthy work-life balance in housekeeping promotes better job performance, employee retention, and overall organizational success.

Housekeeping in healthcare is crucial for maintaining a safe and hygienic environment for patients, staff, and visitors. By keeping surfaces clean and sanitized, managing waste effectively, and maintaining a clutter-free environment, housekeeping helps to minimize the risk of healthcare-associated infections (HAIs) and contributes to overall patient safety.

Effective disinfection of guest touch points and toilet bowls should be incorporated in SOPs and checklists opined Abdulla Rasheed, Executive Housekeeper of Conrad, Maldives. This helps ensure hygiene in hospitality.

Mohana M, Editor, Clean India Journal and Director of Communications, Conferences & Projects shares her experience of having visited over 90 hospitals worldwide and discovering that temperature regulation in OT is controlled via HVAC and any change would result in immediate spreading of infection. Hospital bed tables used to serve food to patients on IV in their rooms, are not cleaned regularly.

Incorporating devices to monitor temperature at various sections in healthcare, using latest technology to ensure hygiene in OT and adding SOPs to clean hospital bed tables were some of the mitigation measures received from the audience to solve the conundrum of negligence in healthcare.

In essence, housekeeping in healthcare is not just about cleanliness; it is a fundamental component of infection control, patient safety, and operational efficiency. By prioritizing rigorous housekeeping practices, healthcare facilities can enhance the quality of care and contribute to better health outcomes for their patients.

Partying the night before was certainly not a deterrent in attending the morning session of Day Two. The hall was filled with eager delegates waiting to listen to Yogi Vinay Khurana from Haridwar. Once everyone was assured that the session did not involve getting down to floor level, curiosity was coupled with a desire to participate. In a brief session, the transformative power of Sound Healing was evident. With his calm demeanour Yogi Vinay brought a sense of tranquillity to body, mind and soul. Truly a great way to begin the day!

You do not have to look into a crystal ball to predict the future of Housekeeping. Each stage of progress runs parallel to each other and follows a scheduled timeline. In a Talk Show titled ‘A Whole New World’ and hosted by Tulsi Khandelwal – Assistant Manager Communications and Conferences, Editorial Assistant – Clean India Journal, experts explained how it works by simply thinking ahead and planning in advance.

AUTOMATION of Housekeeping Tasks allows progress to be continually monitored and productivity to be maximized. Bharti Kalappa – Head Facilities, Noida International Airport, shared her experience with automation and the benefits it brings. Automation involved using technology to perform tasks with minimal Human Intervention. It encompasses a range of solutions from simple tools to complex robotics and artificial intelligence. In cleaning operations, automation can include robotic cleaners, smart inventory systems, AI driven scheduling tools and more. Delving into automation brings in vast benefits in scheduling complexities, operational inefficiencies and inconsistent cleaning standards. Looking ahead, we can expect advancements in AI, IoT, and robotics to further transform cleaning operations.

Cleaning and maintaining residential and commercial buildings is a Herculean task. MECHANIZATION helps to achieve this with high efficiency and minimum effort. Varun Handa – Sr. Business Development Manager, Building Service Contractors & Hospitality, Karcher India detailed the benefits of mechanization regarding health and safety as well as sustainability. In totality, mechanized cleaning is cost-effective without sacrificing the quality of the Guest Experience. There is a plethora of mechanized cleaning programs designed for the Hospitality industry.

S.V. Ramesh Kumar, Senior General Manager, StanWorth Management Pvt. Ltd made a presentation indicating clearly that IT’S A NEW WORLD. Orchestrating all the elements of Housekeeping is a formidable task. Expert services from Facility Management Companies can provide customized solutions.

The management of the current workforce requires a leader to be compassionate. Balancing the use of empathy while establishing authority is a win-win approach. The final talk of the show on LEADERSHIP WITH EMOTIONAL INTELLIGENCE was delivered by Meenu Tognatta – Former Housekeeping Divisional Head with ITC hotels. In her inimitable style she spoke from her heart. Captivating the audience from the start with a sing along “Jeena Isi Ka Naam Hai”, she emphasised the importance of Emotional Intelligence in one’s personal and professional life. Narrating her own personal experience, she went on to explain the elements of Emotional Intelligence and their role in Leadership. Self- awareness, self regulation, social awareness, empathizing with team members and relationship management are among the major skills in developing the ability to understand and recognize and manage one’s own emotions as well as emotions of others. The key word that sums it all up is Empathy.

The Talk Show was summed up by Dhammike Dasanayake – Founder and Member of Advisory Board, Sri Lanka Housekeepers Association…clearly the future of housekeeping seeks bespoke solutions in Automation and Mechanization but the core of operations is dependent on people. For this reason, every Housekeeper must develop their Emotional Quotient to enhance the leadership of the team.

They say that you never get a second chance to make a first impression. In a people -oriented industry which relies on Client Experiences to enhance business, having a session titled, ‘Impression Mastery! Elevating Personal Presence,’ provided a quick guideline to making a positive first impression. Monica Jain – Principal Seth M R Jaipuria School and International Etiquette and Protocol Consultant conducted an interactive session citing relevant examples from the industry.

Participating as a speaker and Q&A panel member at the International Housekeepers Summit 2024, Aakash Dharamsey – Director, ADD Laundry Concepts and a pioneer in the field of Laundy across India, focussed on “Automation in Laundry”. By integrating AI-driven systems, robotic handling, and smart washing solutions, operations can achieve significant improvements in speed, cost savings, and quality control. These technologies not only optimize processes but also ensure consistency, which is crucial for maintaining high standards, particularly in large-scale operations like hotels and hospitals.

A key aspect of the talk was the role of automation in promoting sustainability. Automated systems are capable of precisely managing water and energy consumption, thus reducing waste and supporting environmental goals. This aligns with the industry’s growing commitment to greener practices which is an increasingly important factor in today’s market.

Saman Udugama – Accommodation and Quality Assurance Manager, The Grand Hotel, Nuwara Eliya, Sri Lanka presented a learning session to an international audience on a crucial topic: ‘Implementation of the CPC Method to Extend the Useful Life of Linen’ — a pressing challenge for housekeepers and laundry managers globally.

The CPC method is Saman’s brainchild which encompasses Control, Process and Coaching. This holistic approach has been implemented by several hotels across Sri Lanka. The presentation covered the essential aspects of linen management. These included selection and care of linen.

Likewise, the water quality and the drying process play a significant role in turning out spotlessly clean linen. Taking into consideration that the linen is likely to come in contact with various surfaces, an intense training on stain management is required… it is necessary to identify the stain and not follow the one treatment for all approach.

The Q&A session provided an opportunity to engage directly with the audience from Abu Dhabi, Dubai, Kuwait, Maldives, Sri Lanka, Qatar, India among others, who raised a range of practical questions reflecting their day-to-day challenges. One of the questions asked was whether “dry-clean only” clothes could be washed, to which the risks were explained and guidance was provided on alternative methods, such as wet cleaning, that might be suitable for certain fabrics.

Another popular topic was the pre-treatment of laundry stains and odours. Best practices were shared for addressing common stains, emphasizing the importance of timely treatment and the use of appropriate chemicals to ensure effective removal without damaging fabrics.

The audience also showed keen interest in the technical aspects of laundry operations. Questions about purchasing and maintaining washer extractors were addressed. The panel advised on what to consider before buying a washer extractor, such as load capacity, energy efficiency, and the importance of regular cleaning to prevent machine malfunctions and maintain hygiene.

City Tour

A common concern was dealing with clothes that had accidentally shrunk during the laundering process. Tips were provided on how to mitigate shrinkage, such as using cold water and gentle cycles, and suggested methods for attempting to restore shrunken garments.

Colour bleeding, dry-cleaning versus wet-cleaning, and other fabric care issues also sparked lively discussions. The panel clarified the differences between these cleaning methods and provided advice on preventing colour bleeding, a common problem in both commercial and household laundry settings.

The sessions were skilfully connected by Dharna Shukla, Assistant Professor at Amity University, Lucknow. Being part of the Housekeeping Fraternity, enabled her to provide a genuine touch in linking the sessions together.

Quoting Aravinda Jayathilaka from Sri Lanka — “The event was exceptionally well-organized and provided a valuable knowledge-sharing platform and networking platform. The sessions on technological advancements and innovative practices were particularly enlightening.

“The depth of expertise shared by the speakers and the insights gained from the various discussions have significantly broadened my understanding of emerging trends and best practices in our field. I especially appreciate the effort and dedication that went into curating such an informative agenda. The practical applications and innovative solutions presented will undoubtedly contribute to our ongoing projects and future initiatives. The knowledge shared during the conference has already started to inspire new ideas within our team.

“Thank you once again for hosting such a meaningful event. I look forward to the opportunity to participate in future conferences and continue engaging with the dynamic community you have fostered.”

Unstoppable! That is the mantra that has made every International Housekeepers’ Summit a distinctive event.

The Rhythms of Baila Dance A Unique Fusion of Sri Lankan Culture

Baila, a vibrant and rhythmic form of dance music, has deep roots in Sri Lanka’s colonial history. Originating among Portuguese fishermen and African slaves during the colonial period, this energetic genre has evolved into an integral part of Sri Lankan cultural identity. With its lively beats and contagious rhythms, Baila has transcended generations, becoming a beloved staple at celebrations, weddings, and gatherings.

Today, modern Baila is embraced by Sri Lankan communities across the globe, where its lively tunes continue to bring people together, and blending tradition with contemporary influences. Whether at home or abroad, Baila unites Sri Lankans through the universal language of music and dance, celebrating the enduring spirit of joy and togetherness.

The aesthetic Baila dance costumes were designed by Kanthi Rubesinghe and created by Seylin- Sri Lanka.