Hospitality is an art, where the finest details turn a simple stay into a cherished memory. Behind this transformation stands the Executive Housekeeper, who is a visionary of comfort and elegance at a property. The Executive Housekeeper, also known as a Director of Housekeeping, is a critical and multifaceted role within the hospitality and accommodation industry. They oversee all housekeeping operations and lead a team of dedicated staff who ensure that every part of the facility is spotless. Their role is crucial in hotels, resorts, and cruise ships, where they have a significant impact on the overall operation.
Jharna Pandya, the Executive Housekeeper at Sheraton Grand Palace Indore, embodies the qualities that define a successful leader in this critical role. With her extensive experience and a passion for delivering personalised guest experiences, she has made significant contributions to the hotel’s reputation for excellence.
In an exclusive interview, Pandya shares her insights into the important role housekeeping plays in creating exceptional guest experiences. Her approach combines personalised services, innovative technology, and a deep commitment to both quality and sustainability, ensuring that guests feel truly at home during their stay.
The heart of guests retention
When asked about the role of housekeeping in guest retention, Pandya emphasises its critical impact. “The housekeeping department is vital to guest retention as it directly impacts the overall guest experience,” she shares. Her team’s focus on personalised service ensures that each room is tailored to individual guest preferences, a strategy that has proven successful in fostering consistent satisfaction. “Our team undergoes extensive training in attention to detail and hospitality, enabling them to anticipate and fulfil guest needs, leading to consistent satisfaction,” she added.
Maintaining high standards of cleanliness while ensuring operational efficiency can be challenging, especially during peak times. Pandya explains that her team’s structured training programs play a crucial role in this aspect. “We implement structured training programs for our staff, emphasising operational efficiency. Our use of technology, such as digital checklists, helps streamline processes while ensuring that our quality remains uncompromised,” she notes.
What is Menu Engineering?
Pandya also touches on the concept of ‘Menu Engineering’ , a strategic approach to balancing sustainability and profitability in the culinary domain. “Menu engineering involves analysing menu items based on their popularity and profitability,” she explains. Therefore,It is a method aimed to increase overall revenue and reduce food waste while ensuring that customers are satisfied with their dining options.
By selecting seasonal, locally sourced ingredients, the property has been able to reduce food waste while enhancing guest satisfaction. “This balance between sustainability and profit is achieved that resonates with our guests while being environmentally conscious,” she added.
Experiential travels and Food presentation
As Indore continues to rise as a popular travel destination, which blends rich history with modern vibrancy. Known for its unique street food, including the famous Poha-Jalebi, and attractions like Rajwada Palace and Lal Baag Palace, it offers a vibrant culture, bustling markets, and warm hospitality, making it an exciting tourist destination. And Pandya has observed a growing trend of experiential travel among tourists. "We foresee a rise in experiential travel trends, with tourists seeking authentic local experiences," she says. To cater to this shift, “ Our properties are adapting by offering curated local experiences and personalised services to meet the evolving expectations of travellers,” she detailed, providing a unique blend of luxury and local flavour.
Beyond the rooms and services, Pandya believes that food presentation plays a pivotal role in shaping the dining experience. "Food presentation greatly influences the dining experience, enhancing guests' enjoyment and satisfaction," she notes. Her culinary team is trained to balance creativity with the need for consistency and efficiency, “Through ongoing training and collaboration, ensuring visually appealing dishes without sacrificing operational efficiency,” she added.
In each of these areas, Pandya’s approach highlights a blend of tradition and innovation, ensuring that Sheraton Grand Palace Indore remains a top choice for guests seeking both comfort and memorable experiences.
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