Exclusive Interview | Ram Chena, CHA, Housekeeping Manager, Sofitel Luxury Hotels and Resorts, Dubai, United Arab Emirates

“As a hospitality professional, it is important that you keep learning, and keep up-to-date with new developments in the industry. If you don’t have an open mind to learn new things, you’ll soon be forgotten in the forever-changing hospitality field.”

— Ram Chena

Editor: Tell us about your journey. How did it all start?

I am native to Rajasthan in India, a land of colours, heritage and cultural diversity. Growing up in a small village, I had a childhood dream to become a successful person. There is saying " A heart without dreams is like a bird without feathers". My childhood dream and passion for hospitality brought me to the capital city to pursue a career in hospitality. I have completed a Diploma in Hotel Management from IHM Jaipur.

I commenced my career from scratch with the Golden Tulip Jaipur back 2007. Moving up my career ladder and ambition to become successful, I have got my first abroad opportunity to work with iconic One & Only Royal Mirage, Dubai. Later on, I moved back to India to work with Leela Kempinski in New Delhi and Udaipur.

It was in 2012 that I moved to the State of Qatar & joined the  InterContinental Doha The City, the tallest hotel of InterContinental Hotel Group. I was associated with them for more than 3 years until I joined InterContinental Al Khobar, Saudi Arabia. In 2016.

I moved back to the Emirate of Dubai to work with one of the most iconic properties on the Palm Jumeirah, Anantara Palm Dubai Resort. After more than 03 years associating with them, I got the opportunity to work with Accor's flagship property, Sofitel Dubai Downtown. During my tenure with them, I successfully managed 350 units with a big team of 68 housekeeping and laundry professionals.

Editor: What do you think it takes to succeed in this industry?

If you aim to develop a successful career in the fast-paced hospitality industry, you need to always be on your toes to keep up with every new trend and every new standard. You are expected to handle surprises smoothly, identify customer’s needs swiftly, and solve problems effectively. This requires you to have an innovative attitude and the desire to learn new things. As a hospitality professional, it is important that you keep learning, and keep up-to-date with new developments in the industry. If you don’t have an open mind to learn new things, you’ll soon be forgotten in the forever-changing hospitality field.  

Editor: What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do?

While selecting someone, I always look for a can-do attitude and committed to continuous improvement. Skills can be developed and polished but not the attitude.  Hospitality people who see a world of possibilities and abundance must embrace change and thrive to continuous improvement.   

Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?

Trainees must get in with a positive mindset for the training.  Training is the key to mould them to become future hoteliers. Training allows inexperienced individuals to work under the supervision of a mentor to trade their skills. Trainees must demonstrate responsibility, a willingness to learn, positivity and teamwork. The hotels must take this opportunity in finding their future talent & leaders. The right approach to train will benefit us in years to come for filling our positions.

Editor: What are some of the trends you see impacting the hospitality industry?

In the current pandemic period housekeeping in hotels has become much more clinical rather than used to be aesthetic.

• Currently, there are several technological advancements happening to pertain to the linen, laundry services, chemicals etc. Considering the current COVID-19 situation, Electrostatic sprayer and ULV fogging machines are into our operations.  

• Latest chemicals from Diversy & Ecolab, which is used on highly touched surfaces.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience? 

Latest technologies that transforming housekeeping in hotels:

• Digital room inspection system – where the room inspection template is created for easy inspection with pictures.

• Battery operated cleaning systems to reduce electricity consumption which in turn emits less noise and is safe to use for the end-user.

• Steam cleaning system which cleans very effectively without having to use chemicals. 

• “ HotSos, Knowcross(Hotel Management Software) makes our lives easier than before. We don’t have to be in the office, We can do any task from anywhere. What’s more, we are able to interact with guests already knowing their name, nationality and preferences. Guests are wowed, that even though we might never have met we know their name.   

Editor: Two things you would like to change in the industry.

Smart rooms and easy integration of systems:

• Smart appliances and automation solutions are a miracle in disguise, suggest the current trends in the hospitality industry. The automated temperature control, lighting, alarms, blinds, and other technological innovations are contributing to improved customer satisfaction, and improved services, while reducing overhead cost at the same time.  

Personalization is not an option, it’s a must:

Current trends in the hospitality industry are showing that personalization is already known to be the way to go when gaining and retaining customers. The concept of personalization has even been called “a must-have” for hoteliers as part of trends in the tourism and hospitality industry.

Editor: What can we expect in the coming year?

Tech explosion

• The majority of guests today are self-sufficient, tech-savvy travellers who are comfortable using apps or mobile websites. Hotels need to make sure their offerings are up-to-date and user-friendly. 

Sustainable Hospitality

• Housekeeping plays a pivotal role in creating, developing and retaining the sustainability-embracing culture in the hotels. 55% of global travellers say that they are more determined than ever to choose sustainable accommodation.