‘Equip interns better, cast the net wide’
Is the housekeeping sector in the hospitality industry in India facing a crisis? Is there a misconception that it is a low-glamour and high-effort job? Are the youths not being taught the required skills in colleges which is resulting in them not acquiring the appropriate skills? Does the hotel industry take freshers seriously? To answer all these questions and more, Clean India Journal brought in hospitality experts Pancham Narkar, Senior General Manager Housekeeping, Jio World Centre, Reliance Industries; Babita Butola, Executive Housekeeper, Grand Mercure, Bengaluru Gopalan Mall and Saurabh Madhur, Executive Housekeeper, Radisson Blu Hotel Kochi for a panel discussion.
Interns must be seen as future professionals, not just extra hands.”
Pancham Narkar
Is there a disconnect between what is taught and learnt in colleges, and the skill that is needed to work in this sector?
The problem lies in several interconnected issues.
Inadequate Internship Experiences
Pancham Narkar: Our approach to interns is wrong, we treat them as extra hands. They come to us for training but what they gain leaves them ill-prepared for the realities of the industry. That’s the biggest gap. In earlier years, interns were given
comprehensive exposure by being posted in various departments and learning the intricacies of the hotel industry. Today, they are frequently relegated to menial tasks in limited areas like banquets or F&B. The skill of housekeeping is being sidelined.
Outdated Curriculum and Teaching Methods
Saurabh Madhur: The quality of the syllabus has completely gone for a toss. Colleges are often not abreast of current industry practices, and it leads to students just gaining a theoretical understanding and no practical knowledge. Housekeeping is taught with bookish terminology and fails to convey its creative and impactful aspects. Like in learning culinary skills, it needs to incorporate visual and sensory learning
Misconceptions and Lack of ‘Wow Factor’
Babita Butola: Gen Z graduates feel that housekeeping is solely about pure hard work, with no play, no fun and no wow factor. It is perceived as a low-paying, physically demanding job with limited growth potential. Students must realise that housekeeping is a support department and not for revenue generation. They must also realise that housekeeping is not restricted to just hotels. Airlines and cruise liners also require that skill. This misconception is reinforced by a lack of visible success stories and creative outlets within the profession in India. Students, having observed the proactive social media presence of chefs showcasing their creations, yearn for a similar platform to demonstrate their creativity in housekeeping.
It is time we rebrand housekeeping roles and empower teams with tech and trust.”
Babita Butola
Short Attention Spans and Instant Gratification
Pancham: Today’s generation wants quick results even as they are very quick in working. However, then they adopt
shortcuts. This mindset can lead to a lack of commitment, with some preferring to leave tasks for the next shift once their designated hours are complete.
Lack of Career Trajectory and Mentorship
Saurabh: Graduates often enter the industry without a clear understanding of career progression within housekeeping.
This uncertainty contributes to a lack of interest and high attrition rates. Even after completing their training, many trainees are confused about their preferred department.
Pancham: What is needed is clearly defined goal setting and mentorship to show employees their growth path
How can the industry help in bridging the gap and boosting enthusiasm among the students?
A multi-pronged approach is necessary to address these challenges.
The curriculum is outdated, and students leave without real clarity or direction.”
Saurabh Madhur
Revamp Internship Programs with Dedicated Mentorship
Pancham: Hotels must invest time and resources in their interns. They must be treated as future leaders and certainly not
as temporary helps. I used to take all my interns into a class every Monday. Youngsters who had planned careers in front office or as chefs turned to the housekeeping department eventually. Dedicated mentors can provide comprehensive training, expose interns to all facets of housekeeping and kindle their interest further. This hands-on, personalized approach, with a focus on skill development and guidance is crucial for shaping their mindset early on.
Modernize Curriculum and Foster Industry-Academia Collaboration
Babita: Colleges need to update their syllabi to reflect current industry demands and practices. Colleges and hotels must collaborate, and students must be given more industry visits. Experts from the hospitality sector should regularly interact
with students, sharing real-world experiences and insights. This can involve guest lectures, workshops and even joint projects. By introducing practical, visual, and engaging teaching methods, colleges can make housekeeping a more appealing subject.
Pancham: Those in the housekeeping department should visit colleges and talk about their work and the importance it
brings to the hotel industry. The glamour of the profession cannot be conveyed in a traditional classroom setting.
Highlight the ‘Wow Factor’ and Creative Aspects of Housekeeping
Pancham: There is a perception that housekeeping is a mundane job. To counter this, the industry needs to actively showcase the creative and impactful elements of this crucial department. While some international brands have strict SOPs that limit creativity, many in this sector instil empowerment guidelines that can foster innovation. Let me explain what steps can be taken:
- Showcasing design and aesthetics: Emphasizing how housekeeping contributes to the overall ambience, décor and guest experience, beyond just cleaning. This includes understanding colour palettes, drapes and event setups.
- Celebrating achievements: Acknowledging and publicizing the ‘wow factor’ created by housekeepers. Just as chefs are recognized for their culinary creations, housekeepers should be celebrated for their artistic and meticulous work.
- Empowering creativity: Giving teams the freedom to add personalized touches within brand guidelines, fostering a
sense of ownership and pride in their work.
Babita: Indian hotels do empower staff to go that extra mile for the guest with initiatives like takeaway gifts, departure gifts,
towel art and leaf arts. Creativity should come from your heart. Teams should be encouraged to share their work on social media, with hotels supporting and re-sharing their content.
Redefine Job Titles for Enhanced Appeal
Babita: I strongly feel that the industry must evolve by changing traditional and what is perceived as ‘low status’ job titles
and make it more attractive. For instance, a cleaner could become a ‘guest comfort specialist’, a laundry boy could be a ‘textile
care executive’ and an executive housekeeper could be a ‘director of environmental wellness’ or ‘aesthetic manager’. These new titles reflect the actual value and expertise involved and can significantly make roles more appealing.
Broaden the Scope of Training and Skill Development
Babita: Colleges and hotels should emphasize that housekeeping encompasses a wide array of specialized skills beyond just cleaning. There are other areas to serve like floristry, interior design — with knowledge of colour wheels and fabrics —
and pest control. By equipping staff with diverse skills, the industry can reduce reliance on outsourced services and empower
housekeepers to take on more specialized roles. I must also add that continuous learning is very important, and individuals must invest in themselves by taking online courses and certifications to enhance their knowledge.
Integrate AI and IoT for Efficiency and Employee Well-being
Babita: In modern times, we must incorporate Artificial Intelligence (AI) and the Internet of Things (IoT) in housekeeping.
Let me list the benefits:
- Increased Efficiency and Productivity: AI can streamline planning, automate tasks and reduce manual effort, freeing up staff for more guest-centric roles. Digital checklists and work allocation tools can boost productivity.
- Consistency and Quality Control: AI can help maintain standardized cleaning procedures and track performance, identifying areas for improvement
- Employee Wellness: By analysing data, AI can help minimize physical strain on employees, identify training needs and track common guest complaints, reducing manual record-keeping.
But I must emphasise that there are challenges in doing so: Significant investment cost, the need for training and digital literacy among staff, the irreplaceable human touch for guest satisfaction and concerns around data privacy.
Provide Clear Career Paths and Skill Development
Pancham: To improve job satisfaction and retention, hotels must establish clear growth trajectories for housekeeping staff.
Goal setting is very important. They may not be management trainees, yet we must take those steps. Outline specific tasks, set
timelines and milestones and show the way to promotions and increased responsibilities. Continuous guidance, correction
and reinforcement of positive performance can motivate employees and help them visualize their progression within the
department.
Rethink Recruitment Beyond Hotel Management Graduates
Pancham: Housekeeping staff should be recruited from arts, science and commerce colleges too and not restricted to graduates from traditional hotel management institutes. This is because housekeeping encompasses diverse skills from budgeting and expense management to laundry operations. A broader talent pool can bring fresh perspectives and fill various
roles within the department.
By proactively addressing these challenges, the hospitality industry can not only bridge the existing skill gap but also ransform the perception of housekeeping into a dynamic, rewarding and glamorous career path, attracting and retaining
top talent for the future.