In this one-on-one interview with Shrey Grover, Executive Housekeeper at Citymax Hotels Al Barsha, Dubai, we explore his journey in the hospitality industry, from his early days post-graduation at The Leela Ambience Hotel to his current role overseeing housekeeping operations for two hotels. Shrey shares insights into the best and most challenging parts of his job, emphasizing the importance of guest satisfaction, team leadership, and sustainability initiatives. He also provides valuable advice to newcomers in housekeeping, emphasizing attention to detail, continuous learning, and career growth opportunities in the hospitality sector.

•  How did you begin your career and how have you grown since then?

I graduated from Institute of Hotel Management, Lucknow, in 2011 and was selected through campus placement for The Leela Ambience Hotel, Gurgaon, as a Hotel Operational Trainee. This marked the beginning of my career in hospitality, where I quickly discovered my passion for industry, learning essential skills from experienced room attendants and fellow colleagues. 

In 2012, I transitioned to Radisson Blu resort and spa as a housekeeping supervisor and in 2013 I moved to UAE, where I worked with renowned brands such as Fortune hotels, Accor and Palazzo Versace. During this time, I honed my leadership skills and took on more responsibilities.

My career progressed rapidly when I became a Senior Housekeeping Supervisor at Ramada hotels and suites by Wyndham, followed by a promotion to Assistant Manager and then Housekeeping Manager. Here I played a key role in rebranding efforts and improving guest satisfaction and cleanliness score, facing challenges of Covid-19.

Currently as Executive Housekeeper at Citymax Hotels, I manage operations for two hotels with 496 Keys. My focus remains on team development, guest satisfaction and sustainability, driving success at every stage of my journey.

• What is the best part about your job?

As an Executive housekeeper managing two hotels, the best part of my job is the blend of guest satisfaction, team leadership and sustainability efforts. It’s a role that challenges me daily but also allows me to make a lasting impact on both people and the planet.

Delivering excellent guest experience- One of the most rewarding aspects is directly influencing guest satisfaction. Housekeeping plays a key role in creating a welcoming environment and it’s fulfilling to know that the cleanliness and attention to details my team and I provide can enhance a guest’s stay. Positive feedback from guests, knowing that my team and I contribute to make someone’s stay more enjoyable is a deeply fulfilling aspect of my role.

Leading a diverse team- I also love working with my team of 48 individuals from various nationalities. The diversity within my team fosters a collaborative environment and seeing my team members grow both personally and professionally is incredibly satisfying. As a leader, creating a positive, supportive workplace where my team feels valued and motivated is a source of pride.

Driving sustainability- Another passion of mine is sustainability. I’ve had the opportunity to lead eco-friendly initiatives, such as our linen recycling program, which contributed over 2,000 kgs of old linen, 356 pcs room rugs and reducing landfill waste collection by 49% toward environmental efforts reducing carbon footprints. Being able to align my work with my values and make a positive impact on the environment.

• What is the most challenging part of your Job?

The most challenging part of my Job is balancing operational demands with high guest expectations while leading a diverse team. In the hospitality industry cleanliness and room readiness are critical to guest satisfaction. However, managing these standards across two properties particularly during peak occupancy seasons can be quite demanding. Ensuring that rooms are cleaned and maintained to the highest standards within tight timeframes requires meticulous coordination and real-time problem-solving.

Another challenge I face is leading a team of 48 individuals from diverse backgrounds. While this diversity brings unique strengths, it also comes with challenges related to communication, training and motivation. Each team member has different needs and ways of working and it’s my responsibility to ensure everyone is aligned with the same goals and standards.

Additionally, implementing sustainability initiatives and balancing these efforts with cost control can be difficult. While I’m passionate about eco-friendly practices, finding solutions that are both environmentally responsible and financially viable is a constant challenge.

Despite these difficulties, I view challenges as opportunities for growth. By staying flexible and focusing on continuous improvement, I am able to lead my team effectively while maintaining the high standards our guests expect.

•  What drives your career?

What drives my career is a deep commitment to excellence, guest satisfaction and continuous improvement. I am passionate about creating exceptional experiences for guests and I believe that attention to details and high standards are essential to achieving this. Knowing that the work I do directly impacts the quality of guest’s stay is a constant source of motivation for me.

Additionally, I am driven by the desire to lead and develop my team. Helping them grow professionally and fostering a positive work environment is incredibly rewarding. Knowing I played a part in their development keeps me motivated to continuously improve as a leader.

My family also plays a significant role in what drives me. As a father, I want to set a strong example for my children, demonstrating the value of hard work, dedication and resilience. Their love and support inspire me to keep pushing forward in my career. 

• The Best Housekeeping Practice You Implement?

The best practice I implement is a proactive approach to maintaining high cleanliness standards through regular deep cleaning schedules. Rather than waiting for issues to arise, my team follows a detailed cleaning calendar that ensures all areas of the hotel, including guest rooms and public spaces, are thoroughly cleaned on a rotational basis. This prevents the buildup of dirt and wear, ensuring that the hotel always looks its best.

I emphasize clear communication and real-time feedback among the team through the use of technology. 

Sustainability is also integrated into our housekeeping operations. We use eco-friendly cleaning products and promote linen reuse programs to reduce water, electrical and chemical waste. This not only benefits the environment but also resonates well with guests who value sustainability. We also track our sustainability initiative through our guest feedback channels. 

Thereby, combining proactive cleaning, technology and eco-friendly practices, I ensure that our housekeeping operations consistently deliver excellent results while maintaining focus on both efficiency and environmental responsibility.  

• The most sustainable cleaning practices you follow.

The most sustainable cleaning practices I follow focus on reducing waste, conserving resources and minimizing our environmental footprint. We use eco-friendly, biodegradable cleaning products that are non-toxic and safe for both guests and the environment.

Our water and energy conservation program encourages guests to reuse towels and linens, significantly reducing laundry related resource consumption. 

Waste reduction is another key practice. We recycle plastic, paper and glass, and repurpose old linens and uniforms to avoid contributing to landfill. In the last FY year we reduced our landfill waste by 49%.

Additionally, we utilize microfiber cleaning cloths and mops, which require less water, making our cleaning process both efficient and eco-friendly.

By integrating these sustainable practices, we maintain high cleanliness standards while promoting environmental responsibility, which positively impacts both our operations and guest experience.  

• Why do you think training in housekeeping is important?

Training in housekeeping is essential because it ensures consistent quality, efficiency and guest satisfaction. Proper training equips team members with the knowledge and skills needed to maintain high cleanliness standards which directly impacts the guest experience. Well-trained housekeepers understand the importance of attention to details and can follow procedures that ensure rooms are spotless and hygienic.

Training also enhances efficiency. Housekeepers who are trained in proper techniques and use of equipment can work faster and more effectively, reducing the time needed to clean each room without sacrificing quality.

Safety is another critical factor. Housekeeping involves handling chemicals and heavy equipment, so training ensures that staff know how to use these safely, reducing risk of accidents and injuries.

Finally, continuous training keeps team members updated on the latest cleaning methods and sustainability practices, helping the team adapt to industry trends and guest expectations.

• Your advice to youngsters who are starting their journey in housekeeping?

My advice to youngsters starting their journey in housekeeping is to focus on attention to detail and take pride in their work, as cleanliness is the foundation of hospitality. Cleanliness is vital to guest say experience and creating lasting memories, so aim for high standards, be open to learning and improving. Housekeeping involves both technical skills and customer service, so always seek feedback and look for ways to enhance your efficiency and service quality.

Developing good communication skills and teamwork are key to ensuring smooth operations. Also, focus on time management as balancing speed and accuracy is essential in hospitality.

Lastly stay adaptable and open to growth. The hospitality industry offers many opportunities for career advancement so with hard work and dedication, you can progress into leadership roles over time.