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Words of Wisdom Alumni Article

Mrs. Ravinder Pal Srivastava with a wide experience of 30 years in the
hospitality industry, has worked with ITC and for little span with Mansingh
group of hotels. She has been personally trained to be Housekeeper by
Veteran Corporate housekeepers of ITC (Mrs Suruchi Rai and Ms Suneer
Ahluwalia). She is certified CHE from American Hotel & Lodging
Educational Institute and also Green belt certified for Six sigma
application. She has also been enriching her knowledge by taking on line
courses on leadership, Innovation, finance and recruitment. She has been
encouraging associates to actively practice multi-tasking. This has helped
them to grow professionally and have been able to lead/ associate in
various international hotels at different parts of the world. Being Interested
in Horticulture, she has enhanced her knowledge in the field and
contributed to grow organic and English vegetables, making tray gardens,
Ravinder Pal Srivastava (1983) Terrariums, bonsais and rock gardens.
Executive Housekeeper

Journey through a challenging era

Journey of India from its Independence has been such a great story, so is for the Hotel Industry as well. There had
been a revolution in the hospitality industry post 1990. Here I would like to share with you all beautiful
transitions of this industry and its development.

Earlier hotels were only be used by people who had an extra bit of money but today people love to travel for
social, business or for leisure. Thanks to Crafted tours organised by extended hand of this industry. With the
opening of trades to western world tremendous growth is seen and innovation has become a key of one's success.
Now hotels are also seen as one of the product / facility available in the market. Hence competition to provide
exceptional service or “it's different” has become a market strategy. Consumer has also started demanding value
for money. Adoption of management rules from other industries has played a vital role in its development. Now
each service in the industry is studied individually with micro management and data evaluation carried out for its
standards which are not only at par with international standards but supersedes some as well.

Today vanilla promise is a Right of consumer. No matter how, it needs to be delivered and on failing, heavy
penalties are to be paid by organisation in terms of negative social media review or in any other way to do a
service recovery which costs heavily. Hence set excellence bar has to be achieved. Hygiene is no longer a word to
study, it has its relevance and industry has taken this with the passion. Now no one puts paper strap around
glasses or water closet to speak that it has been cleaned, where it is actually not.

Today it has taken another height to provide everything in the hotel room promised disinfected. To support the
effort to protect everyone, many innovative equipments, green chemicals, UV lights are within reach to nurture
this Industry in India to the international standards.

To protect environment or to be responsible towards society, industry has set the standards to plant trees four
times of rooms inventory per year. Started implementing waterless urinals, using green or solar energy, giving
away their usable items to lower income groups, giving their 'soaps for hope' recycled with the hope to provide

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