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Industry Awareness Feature
With over 30 years of experience in the laundry industry, Gangaram Kerkar has worked with hospitality brands such as Kempinski, Marriott, and Intercontinental. His experience spans 19 years in hospitality laundries and 11 years in retail and commercial laundries in India, the Gulf, and Africa. Gangaram’s career began as an intern and he has since grown into a seasoned professional with a wealth of process expertise and experience.
Over steaming cups of tea and snacks at his favorite Bangalore restaurant, our team sat down with Gangaram to chat about his career in the hospitality industry. Often overlooked as a behind-the-scenes operation, laundry plays a critical role in delivering exceptional guest experiences, requiring attention to detail, and adherence to stringent hotel standards.
Over to our conversation with Gangaram Kerkar.
Can you walk us through your journey, from starting as an intern to working with big names in hospitality?
I began my career as an intern at The Leela Hotel in 1990 – there began my foundation course in laundry operations. Over the years, I have had the advantage of moving up the ladder and working with some large hospitality brands, including Marriott, Intercontinental, and Grand Hyatt.
Growth in this space is difficult but I worked my way up to eventually assume management roles that added value to the operations. Each role has taught me valuable lessons about attention to detail, teamwork, and customer satisfaction.
As someone who has worked in laundry operations for over three decades, I have seen many changes in technology, processes, and service delivery. To stay ahead of the curve, I have participated in training sessions, workshops, and industry conferences. Networking with peers and mentors also helped me grow professionally, and gain new insights.
Talk to us about early inspiration. What sparked your interest in the laundry section of a hotel?
Growing up, I was always fascinated by the way my mother took care of our family's laundry. She would spend hours washing, ironing, and folding clothes to perfection.
My career objective was to align within a vertical that offered a personal connection with customers. The hospitality industry offered me that opportunity. What fuels my passion for laundry is the satisfaction of knowing that I am contributing to a guest's overall comfort and experience, and ensuring that high standards are met even for their personal clothing.
I've been fortunate to have supportive mentors and colleagues throughout my journey, helping me grow both personally and professionally.
Having worked with leading hospitality brands, what do you think sets them apart in terms of laundry operations and customer satisfaction?
Laundry plays a supportive role in creating a comfortable and clean environment for guests. Fresh, clean linens and towels can make a significant difference in a guest's perception of their stay and overall satisfaction with the hotel or resort. It's often the small details, like the freshness of the towels or the crispness of the sheets that can leave a lasting impression in the minds of guests.
Top hospitality brands prioritize attention to detail, consistency, and quality in their laundry operations. They invest in modern equipment, technology, and staff training to ensure that every guest has a positive experience. These brands also focus on creating a culture of excellence, where every team member understands the importance of their role in delivering exceptional service.
As the laundry industry continues to evolve, what trends do you think will shape its future?
Interestingly, some large hotels are choosing to outsource laundry operations to specialized providers, driven by the complexities of managing internal laundry processes and personnel. While this approach may offer practical advantages, it's not necessarily something I am comfortable with.
In my opinion, the laundry function (like the main kitchen of a hotel) needs to have an internal proof of process. Having said that, I foresee a greater emphasis on sustainability, energy efficiency, and eco-friendly practices in laundry operations. All this goes hand-in-hand with increased adoption of automation and technology to streamline processes and turnaround time.
What advice would you give young interns who might need some motivation on the job?
I would advise them to be willing to learn, take on new challenges, and be open to feedback and constructive criticism. It is also essential to stay curious and keep up-to-date with industry developments and best practices.
Building strong relationships with colleagues, mentors, and industry experts can provide valuable guidance and support in their careers. It always makes sense to start at the intern level and work your way up, as this will provide a deeper understanding of laundry operations and help them develop a strong foundation for future growth.
Any final thoughts, Gangaram?
For me, it has been a long and rewarding career in the hospitality industry. The “laundry section” may not be as glamorous as the jobs on the upper floors, but we can still put a smile on the face of a guest.
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Image credits: Profile image from Gangaram Kerkar. Other images licensed from freepik.com. Images used in this article are for illustrative purposes only and do not constitute an endorsement of any specific products or services from our partners or affiliates.
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