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Total Quality

Management 2.0

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DAY 1 - August 29, 2019 Summit - Day 1



9.45am to 10.10am


  • Lighting of Lamp (5m)
  • Welcome Note by Vaishali Sinha - Founder, I-PHA (3m)
  • AHA journey - a film (3m)
  • Keynote Speech (5m)

Group Photo

10.10am to 10.35am

Session l : Sustaining Quality Service with Key Performance Indicators

Managing Housekeeping operations is like walking a tightrope, balancing high productivity with quality. This session highlights the importance of KPIs in the Housekeeping Department.

Panch Iyer

- Total Process Management Consultant

10.40am to 11.20am

Session ll : The Olympic Motto - Citius, Altius, Fortius

Anyone who has transited through an airport will witness a frantic pace of activity. While there are always statistics of the number of landings and take offs, the more crucial statistic for Housekeeping is the footfall. Attempting to achieve 'Mission Impossible', Housekeeping services have to be dealt with swiftly and delivered at high standards by strong teams. Here are some of the best practices followed which can be applied in Hotel Housekeeping in order to achieve Total Quality Management. The feasibility is questioned by Hotel Housekeeping experts.


Tatjana Ahmed -

  • Housekeeping Manager
  • Functional Specialist Housekeeping
  • Grand Hyatt - Dubai


'Sustainability Through Digitilization in Housekeeping'

K. Sathyabhama Nair -

  • Head-Service Standards Quality and Training
  • Bengaluru International Airport

'The Use of Modern Sciences in Routine Public Space Management'

Saji Sebastian -

  • Assistant Vice President GVK
  • Mumbai International Airport

11.20am to 11.30am

What lies beneath your feet!

A demonstration by CLR

11.30am to 11.45am

TEA Break

11.45am to 12.15pm

Session lll : Fabricking Processes for Fabric Care - A Case Study

In a revolutionary Hospital Solution for processing linen, this one-of-a-kind plant maintains the highest standards of hygiene and linen care in the country. The couple who successfully conceptualized and implemented this venture share their story.

Dr. Shashi Balain -

  • Managing Director and CEO
  • Shubhram Hospital Solutions Pvt. Ltd.

12.15pm to 1.15pm

Total Quality Management Activity - Cause and Effect

An Interactive Session involving some fishy business!

Panch Iyer - Total Process Management Consultant

1.15pm to 2.15pm


2.15pm to 2.25pm

Smart Fabric Care

A demonstration by FAGOR

2.30pm to 2.50pm

Session lV : Gender Defender!

A motivational talk with a demonstration of games people play!!!

Pamini Hemaprabha -

  • Complex Director of Housekeeping
  • Westin Dubai Mina Seyahi

2.50pm to 3.15pm

Session V : Achieving Zero Waste

Every hotel has the responsibility of maintaining a sustainable work ethic. The Housekeeping department plays a vital role in achieving Zero Waste by designing and managing products and processes to systematically avoid and eliminate the volume of waste and materials as well as to recycle all resources to the maximum.

Ms. Shivani Bharti -

  • General Manager - Services
  • DLF Home Services Pvt. Ltd.

3.15pm to 3.30pm

In Conversation - Adopting Digital Ways

A discussion on how beneficial it will be to use the digital approach. To be or not to be? That is the question!!!

Quang Nguyen - Operations Manager Fraser Suites - Hanoi

Prabhat Shukla - Director of Housekeeping Intercontinental Doha The City & Intercontinental Residence Suites - Doha The City

Zakariyya Essa - Head of Training and Development Crown and Champa Resorts - Maldives

3.30pm to 5.30pm

Speed Dating - B2B Meetings

6.00pm to 6.45pm



6.45 pm

Opening note - Evolution of AHA awards

7.00 pm

Introduction to the Jury

7.10 pm

Introduction to the Finalists

7.20 pm

Fashion Show (Round 1)

7.35 pm

Quizzing of finalists

7.50 pm

Fashion Show (Round 2) Introduction to Fashion Designer

8.15 pm

AHA Awards Finale

8.30 pm

Maldives Housekeepers Association Logo Launch

8.40 pm

IPHA Awards Presentation

8.50 pm

Felicitation of Sponsors (16)

9.00 pm

Special Awards (5)


Day 2 - August 30, 2019 Summit Day 2

9.00am to 9.10am

Activity - The White Rabbit Treasure Hunt

9.10am to 9.45am

Session Vl : Triumphs over Time

Any day in the life of a housekeeper is packed with tasks to be completed. Time management is a hackneyed concept. In truth, there is no such thing as time management, but there is such a thing as self - management and that's the key to making time your ally rather than your enemy!

Rajesh Monga - Associate Director - DXC Technology Account

CBRE - Global Workplace Solutions - India

9.45am to 10.00am

Activity by MRINMOYEE - A test in speed and accuracy!

10.00am to 10.50am

Session Vll : Defect Free Rooms - in time, on time, every time

The process of achieving Zero Defect Rooms focusses on the tangible and intangible aspect of quality in accommodation services.

Panch Iyer - Total Process Management Consultant

11.00am to 11.15am


11.15am to 11.25 am

Fast, Efficient Cleaning of Carpets with a Short Drying Time

A demonstration by KARCHER

11.30 am to 12.15pm

Session Vlll: The Changing Face of Housekeeping -Going the FM Way

In the past few decades, Facility Management Companies have morphed into the ‘Go To’ people for a wide range of organizations. Digital Facility Management has taken operations to a completely different level. The speakers will view Housekeeping beyond Hotels focussing on effective budgeting to deliver quality services. Keeping up-to-date with the current scenario, the need for digitilization of processes for optimal quality and efficiency will be highlighted.


Sunil Ralph - Group Head - Facility Management Services GMR Group


  • Budgeting - Forecasting and Flexibility
  • A systematic approach to effective budgeting to deliver quality services

Asha Pathania -

  • AVP Housekeeping
  • PVR Cinemas

Real Time Data and Implementation Processes

  • Digitilization of processes for optimal quality and efficiency

Varun Balwani - Director of Sales and Channels FCS Computer Solutions

12.30pm to 1.00pm

Session lX : Guest Expectations - the Cornerstone of TQM

Among the tools to monitor the quality of products or services and achieve continuous improvement in the hospitality industry are Mystery Guest/Mystery Shopper Evaluations (a technique of covertly visiting hotels, onsite, to check the quality of services offered) to ensure that the hotel delivers/complies to the Brand Standards. In Housekeeping terms, the best thing about being a Mystery Shopper is sleeping around. you can sleep all over that bed of yours, Left, Right, Center, Wherever! And win points for telling the hotel exactly how comfortable the bed was!

Gaurav Pachauri - President - Client Engagement and Global Partnerships Guest Delight International

1.00pm to 2.00pm


2.00pm to 2.45pm

Session X : The Service Recovery Paradox

Facilitated by

Dr. Shashi Balain -

  • Akshi Singh - Cluster Director -Housekeeping IHG Hotels - Kuwait
  • Vindya Ratnavibushana - Manager - Special Projects Cinnamon Grand -Colombo

Participants will be invited to share their experiences


Closing Ceremony

Vote of Thanks!


Supporting Association

Participating Countries

Presented by

Host Association