3.2 Developing personal leadership
Most have the ability of leadership but it needs to be nurtured. Everyone has the capability; the question to ask is how to get better at personal leadership? Leadership is contextual and an acquired skill. It is not about a position or designation but rather about performance or action. Demonstrating a skill is imitable compared to talking about it.
There are many competencies listed for leadership. The universal competencies which focus on good leadership include – belief, aspiring for excellence, challenging yourself, learning agility, and practice. Innovation forms a strong foundation of leadership.
3.3 Effective training
The first feel of the organization for a new employee is his / her first day of induction. It is majority of times an introverted process focused on the business perspective. Induction is an investment. It is beneficial to walk the talk. While it is important to convey the organization policies, rules and regulations designing the induction day from the new joiner’s perspective is also crucial. The trick is to get the balance right between hotel expectations and what the new joiner wants to know.
The trainers in the department have to be equipped to pass on the correct knowledge, skill and attitude required to perform the job well correctly. In other words they have to be trained on training. It is also essential to evaluate those who impart training.
Operational training should be focused on the standards to be achieved rather than the procedure to be followed. Training on the procedure focuses on ‘how’ to do the job. Training on standards explains the rationale behind following the procedure. Correlation between the cleaning standard and inspection should also be established for maximum compliance. Cleaning of high touch surfaces, infection control during cleaning and colour coding are some of the other focal points in operational training.
Supervisor’s training should have technical and staff orientations. Technical orientations include complaint handling, time keeping, standards, scheduling, inventories, purchasing among others. The staff welfare and recognition programmes are on the other side of the balance which makes up for the most favourable performance.
3.3.1 Facilitating networking, recognition and appreciation
Supervisor’s people orientation serves to motivate the employees. Inspiring staff to repeatedly do their job well is the key role of training and development. Recognizing their experience and appreciating the job well done encourages repetition.
4. Resources – where luxury is not at the cost of environment
All the stakeholders should be sensitized towards use of resources. Luxury is in prudently using the resources, controlling their usage, not generating waste. Luxury is a mindset which needs to change. Luxury cannot be offered at the cost of environment. The Indian consumer is still very wasteful. The mindset of the Indian consumer needs to change. Education of the stakeholders is the need of the hour. Recognition will help to reinforce their positive behavior.
5. Procurement – as a major cost determinant
The procurement department is money handlers. The product purchased is the basis of operating cost. Procurement therefore requires planning. Cost is one of the major determinants in purchase. Most hotels have a process flow chart. While some items are one time purchase some others are phased through the year. Compromising standards to meet the lowest 1 or lowest 2 should be ideally avoided. Parameters for deciding a purchase include commercial, noncommercial and technical parameters.
5.1 Involvement of housekeeping in the procurement process
Many hotels have a purchase committee. It comprises of representatives from the user department, the purchase department and the finance department. This committee deliberates debates and discusses before arriving at a decision. With regards to housekeeping purchases it is important to involve the executive housekeeper and other representatives in the purchase process. While the housekeeper as the end user is knowledgeable about the product specifications the procurement representative has expertise in commercials and analysis. Wise purchase decisions are arrived at when the strengths of both are leveraged.
The hurdles listed by executive housekeepers in the survey are:
• Technical expertise not available who can recommend a product
• Not many quality vendors are available locally
• Non-availability of after sales service
• Non-availability of options and customizations
• Budgetary constraints – compromise on quality
• Management not sanctioning procurement
• Product not available
• Time lines and contract details
• Change of material
• Lack of authorized service providers to give standard service
• Pan India availability
Non-judgmental internal audits on will help to develop awareness and overcome the hurdles. Similarly, product feedback from user department will help in renegotiating or looking for a new vendor.
Global and national contracts have definite volume and cost benefits.
Purchasing without budget sanctions – explain to management product need, guest services, increase in productivity to get product approved.
5.2 Procurement and sustainability
Acceptance of new products is to stretch out of the comfort zone. Demonstration on product efficiency and cost effectiveness helps in convincing management and the user department for the purchase. The manufacturer’s trainers / demonstrators play a crucial role. More often than not the decision is taken during the demonstration with regards to the efficiency of the product.
Housekeeping is a defining department of a hotel. Art of possibilities changes perception by holistically simplifying otherwise complex processes. They have the potential to convert linear processes into circular green processes.
Efficient housekeeping is possible by using different systems integrated with PMS – mobile checklist and inspection list, job assignment, room status changes, and varied KPIs on the dashboard for easy resource management. Future of housekeeping is in challenging old methods using latest software programmes.
The Whitepaper is being compiled by: Anuradha Khot Hospitality Trainer & Housekeeping Consultant Laxmi Todiwan Professor & HOD-Accommodation, Apeejay Institute of Hospitality Trupti Mahajan HOD-Housekeeping, Rizvi College of Hotel Management
