Ingrida Petkeviciene, Complex Head Housekeeper at Starhotels UK, shared with our Content Writer, Meghna Kanwar, her expert insights on maintaining impeccable housekeeping standards across multiple properties. From implementing cutting-edge technologies to ensuring flawless guest experiences, she reveals the strategies that keep operations seamless and guests delighted.
MK – Can you share your journey in the hotel industry and what led you to your current role at The Reach Hotel?
IP – This could be a very long answer, as I’m looking after three properties and each of them has different challenges and rewards on a daily basis. In general I would oversee staffing levels and scheduling for today and for tomorrow. Attend the department and then hotel operations morning meeting, make adjustments if needed. Review arriving guests and their expectations. Will check on stock levels, make necessary orders. Then start all admin staff – rotas, holiday planning, days off requests, recruitment, standards, SOP’s, etc. I would check VIP rooms at property I’m in on that day, meeting few suppliers, contractors, etc.
Ingrida Petkeviciene, Complex Head Housekeeper, Starhotels UK
MK – What innovative technologies have you implemented to enhance guest experience?
IP – I worked in my previous property with the REX software system. So, this was perfect for room operations, not much room for the error, everyone on the same page starting with Room Attendant and finishing with Hotel Manager. If someone changes the amenity at one end, all will have the same information.
MK – How do you handle guest complaints related to housekeeping, and what measures do you take to prevent them?
IP – Training is the best preventive method. If your team are properly train, they not making mistakes. If someone lacking behind in quality, Supervisors will be on the case to pull them up, otherwise they have to go and look for something more suitable. To be honest, in the last year I did not had proper Housekeeping related complain. It was either a building condition issue, or information wasn’t passed to the team or bad communication. Which is anyway discussed with other departments, and refresh trainings are done. But if such an atrocity would happen, obviously I would update guest profile, investigate all why’s, find the weak point and work on it.
MK – What training programs do you have in place for your housekeeping staff to ensure they are up-to-date with industry standards?
IP – Firstly we have Star Hotels Brand Standard training, then all mandatory H+S, COSHH, Safe System at work, Risk Assessment training. Majority of them have a training platform called ‘Flow’, which is not that user friendly for non-computer literate associates. Perhaps something in the future will be created better and user friendly.
MK – What role does communication play in your daily operations, both within your team and with other departments?
IP – Communication plays a major role in day to day operations. This is the key to success.
MK – How do you stay updated with the latest trends and best practices in the housekeeping industry?
IP – Attending UKHA events, LinkedIn platform, meeting with previous colleagues – pleasure and work.
MK – What are your thoughts on AI and automation tools in relation to housekeeping operations?
IP – Everything is good and can be done to the standard. Anything that helps Housekeeping to cope with the daily task is a plus. At the moment there is lots of software help, which is superbly great in scheduling, tracing, planning. Unfortunately, humanity hasn’t created AI to replace humans. Hence, we still have to make beds, clean bathrooms, dust, etc. Perhaps soon, so we would need only inspect before guest arrival.