Exclusive Interview | Senthilkumar Bangarusamy, Executive Housekeeper, Cantonal By Warwick Hotel, Riyadh
/“The pivotal turn came in 2011 when I assumed the role of Head Housekeeper at Denis Private Island in Seychelles, marking a significant milestone in my career. Throughout my journey, I’ve had the privilege of spearheading the opening of three notable pre-opening projects, encompassing housekeeping and laundry management. These ventures spanned across two international locations and one in India, each adding a distinctive chapter to my professional repertoire.”
Tell us about your journey. How did it all start?
Currently, I serve as the Executive Housekeeper at Cantonal Hotel by Warwick (Warwick Group of Hotels) in Riyadh, Saudi Arabia. With a cumulative experience of 19 years in the hospitality industry, my journey has been enriched by diverse roles. Previously, I contributed my expertise to Elaf Group of Hotels in Riyadh, notably at Joudyan Hotel, the flagship property where I actively participated in its pre-opening phase. This luxurious property boasted 276 rooms and represented an exciting chapter in my career.
Over the past 19 years, I've held pivotal roles, commanding the housekeeping departments in esteemed establishments. For 13 years, I’ve been entrusted with leadership responsibilities in various renowned hotels such as Elaf Group of Hotels, Accor Hotels, Taj Group of Hotels, Sarovar Group of Hotels, ITC Hotels, and Denis Private Island in Seychelles. These roles have not only honed my skills but also provided me with rich experiences across different hospitality landscapes, nurturing a deep understanding of operational excellence in this dynamic industry.
In 2002, I embarked on my academic journey, pursuing a Bachelor’s Degree in Catering Science and Hotel Management. Among the four primary operational departments, I specialized in Housekeeping. My professional odyssey commenced as a Guest Service Associate at Club Mahindra Holidays, a distinguished 5-star luxury resort, in 2005. Subsequently, I ventured into diverse roles within several esteemed international hotels, nurturing a multifaceted career path.
The pivotal turn came in 2011 when I assumed the role of Head Housekeeper at Denis Private Island in Seychelles, marking a significant milestone in my career. Throughout my journey, I’ve had the privilege of spearheading the opening of three notable pre-opening projects, encompassing housekeeping and laundry management. These ventures spanned across two international locations and one in India, each adding a distinctive chapter to my professional repertoire.
Currently, I contribute my expertise to Cantonal Hotel by Warwick (Warwick Group of Hotels) in Riyadh, Saudi Arabia, as I continue to channel my passion and dedication within the realm of hospitality and housekeeping excellence.
What do you think it takes to succeed in this industry?
To succeed in the hospitality industry, you need to have a strong set of soft skills and the ability to learn any technical skills that apply to your particular workplace ,Soft skills are behaviors, tools, and knowledge that allow service industry professionals to develop a positive relationship between guests and the companies that host them. Technical skills refer to the knowledge and abilities needed to perform specific tasks.
Here are some of the key soft skills that can help you succeed in the hospitality industry:
Customer orientation: This skill refers to your ability to make sure you meet customers’ needs and wants. Regardless of the situation you are in, you should do everything you can to help or prioritize customers
Attention to detail: Attention to detail involves noticing all of the small factors that contribute to a guest’s satisfaction. Places that provide high-end service differentiate themselves from competitors because they anticipate all of the details of a customer’s experience
Patience: Being patient is a key skill in any customer service or hospitality position. Hospitality professionals need to be able to dedicate themselves to resolving an issue despite consistent challenges or frustrating feedback from guests.
Share with us 5 skills that you think will be critical for a hospitality career in the future.
Emotional intelligence: This skill refers to the ability to recognize and manage your own emotions, as well as the emotions of others. In the hospitality industry, it is important to be able to empathize with guests and understand their needs.
Adaptability: The hospitality industry is constantly evolving, and it is important to be able to adapt to new technologies, trends, and customer needs.
Creativity: Creativity is important in the hospitality industry because it allows you to come up with innovative solutions to problems and create unique experiences for guests.
Multilingualism: Being able to speak multiple languages is a valuable skill in the hospitality industry, especially in areas with high tourism rates.
Leadership: Leadership skills are important in the hospitality industry because they allow you to manage teams effectively and provide excellent customer service.
Share some of your secrets in keeping an engaged, safe and happy team.
Maintaining an engaged, safe, and happy team is crucial for productivity and overall success. Let’s delve into some strategies:
Employee Engagement: Align with Purpose: Connect team members to the organization’s mission and vision. When employees understand their impact, they feel more motivated and engaged. Clear Expectations: Set transparent goals and provide regular feedback. Knowing what’s expected of them helps employees stay focused and committed. Open Communication: Foster an environment where team members feel comfortable sharing ideas, concerns, and feedback. Psychological safety plays a key role here.
Psychological Safety: Active Listening: Truly listen to team members without judgment. Normalize Failure: Embrace learning from failures rather than punishing them.
Safety and Well-Being: Physical Safety: Ensure a safe work environment. Address any hazards promptly. Work-Life Balance: Encourage boundaries between work and personal life. Burnout affects engagement. Health and Wellness Programs: Promote physical and mental well- being. Inclusion and Diversity: Create an inclusive environment where everyone feels valued and respected.
Describe an ideal hospitality professional
An ideal hospitality professional possesses a combination of essential skills, qualities, and attributes that contribute to creating a welcoming and positive experience for guests. Let’s delve into what makes an outstanding hospitality professional:
Attention to Detail: A keen eye for small factors that enhance a guest’s satisfaction is crucial. High-end service providers stand out by anticipating every detail of a customer’s experience. Whether it’s arranging a room, setting a table, or managing reservations, attention to detail ensures excellence.
Patience: In customer service and hospitality roles, patience is paramount. Professionals must dedicate themselves to resolving issues despite consistent challenges or frustrating feedback from guests. Coordinating guest needs and troubleshooting problems can be time-consuming, making patience and stamina essential for avoiding burnout
Professionalism: Recognizing and respecting guests’ boundaries demonstrates professionalism. Over time, hospitality professionals learn to navigate interactions with tact and courtesy, maintaining a positive atmosphere for guests
Adaptability: The hospitality industry is dynamic, with varying demands and unexpected situations. Professionals who adapt quickly to changing circumstances, whether it’s handling a sudden influx of guests or adjusting to new protocols, thrive in this field.
Empathy and Communication: Understanding guests’ needs and emotions is vital. Effective communication—both verbal and non-verbal—helps build rapport and ensures guests feel heard and valued. Empathetic professionals anticipate guests’ preferences and address concerns promptly.
Problem-Solving Skills: Hospitality professionals encounter diverse challenges daily. Whether it’s resolving a guest complaint, managing a scheduling conflict, or handling technical glitches, problem-solving abilities are essential.
Teamwork and Collaboration: The hospitality industry relies on teamwork. Professionals collaborate with colleagues across departments, from housekeeping to kitchen staff. A positive team spirit contributes to seamless operations and guest satisfaction.
Flexibility: Shifts, schedules, and unexpected situations require flexibility. Professionals who adapt to varying work hours, seasonal demands, and unforeseen events thrive in this industry.
Cultural Awareness: Hospitality professionals interact with guests from diverse backgrounds. Understanding cultural nuances, customs, and preferences ensures respectful and inclusive service.
Passion for Service: Beyond technical skills, a genuine passion for serving others sets exceptional professionals apart. A sincere desire to create memorable experiences for guests drives excellence.
