CHANGING ROLE OF HOSPITALITY STAFF

Changing Role of Hospitality Staff

Exploring the Changing Role of Hospitality Staff

Introduction

The days have long gone when hospitality staffs were characterised by their hard and soft brooms or by the functions of sweeping and mopping. In fact, if anyone was seen sweeping or mopping in a hotel, people would automatically associate him with the housekeeping department. Moreover, the main role of a hospitality staff in earlier times was to keep the property neat, clean and hygienic. This paper explores the changing role of hospitality staff in different contexts in a concise and comprehensive way.

Discussion

Hospitality Training Foundation (2002) mentions the role of a hospitality staff has changed rapidly with the changing times. Apart from the cleaning, maintenance and aesthetic upkeep of the property, the housekeeping system in itself has been computerised. A majority of the staff who were earlier illiterate are now dploma holders with technical qualifications, all fluent in English and working on shop floors and doing basic jobs in the hospitality industry. Housekeeping control room jobs, too, which were earlier manual, are now completely computerised.

Nowadays rooms, amenities and supplies are also modified from hotel to hotel, while keeping in mind the guest profile. Modern rooms are spacious with tasteful décor and are well-equipped with many facilities, which previously were found only in the suites (Barrows, 2000).

Apart from the changing room scene, hospitality staffs today are well-versed, not only with their jobs, but also at multi-tasking. Besides the main housekeeping operations, they take care of horticulture, laundry operations, interiors, quality control, cost control, and even some extent play the role of 'guest relation executives', ensuring the comfort and satisfaction of guests. Today, most complaints are forwarded to the chief hospitality staff and sorted out with the housekeeping staff (Barrows, 2000). Only major complaints reach the front office/general managers. Apart from this, hospitality staffs also do purchasing for exclusive items for special occasions. In many hotels, hospitality staffs also assist the sales team to generate revenue. Today's hospitality staffs have experience, skill as well as knowledge to run the Rooms Division.

Therefore, the hospitality staffs' main role in every organisation is to preserve the building décor, its interior, fabrics and furniture. Planning, men management, recruitment and training as per expectation of the management follow immediately after, along with controlling costs and keeping records. In modern times, hospitality staffs also employ R&D for the betterment of their company. In addition, hospitality staffs also play the role of HRD managers for their staff, endeavouring to solve their individual grievances/operational problems within the four walls of the department concerned, before the matter gets out of hand. This is because good hospitality staffs always consider their staff assets to the organisation.

Alas as the scope of a hospitality staff increases, there are a lot of challenges to be encountered simultaneously. The first factor in this respect stems from the very same understanding that the staff are the main asset for their department. In order to ensure guest satisfaction with zero complaint, a ...