By David Green 

Across every corner of the cleaning industry — whether in hospitals, schools, office buildings, or hotels — one truth remains constant: the frontline cleaning team is the heartbeat of the operation. Their work is often unseen but deeply felt. Yet, despite being vital to health, safety, and perception, cleaning professionals are often the most under-recognized and under-engaged members of the workforce. This is an opportunity. 

Leaders in environmental services, building service contracting, education, and hospitality all face the same challenge: how to retain staff, reduce turnover, and boost morale in a labor market where good help is hard to find and even harder to keep. The solution starts with rethinking the way we lead, communicate, and celebrate those doing the work. 

Why Engagement Matters 

Today’s workforce wants more than a paycheck. Cleaning professionals — like all employees — want to feel valued, informed, and connected to a bigger purpose. Engagement is not about gimmicks; it’s about meaningful connection. And in cleaning departments, engagement often starts with leadership presence and communication. 

Daily or weekly huddles, two-way feedback, and opportunities for team members to offer suggestions or report concerns without fear of judgment are crucial. Engagement isn’t just about how often we talk — it’s about how well we listen. For example, listen with your eyes, not only with your ears. Teams feel more motivated when they believe their input matters. 

Leading a Multi-Generational Workforce 

Today’s cleaning teams often include four generations working alongside one another: Baby Boomers, Gen X, Millennials, and Gen Z. Each group brings unique strengths — and distinct needs when it comes to engagement and recognition. 

Baby Boomers value stability, experience, and respect. They often appreciate face-to-face conversations, formal recognition (like years-of-service pins), and being consulted as mentors or trainers. 

Gen X employees tend to value autonomy, honesty, and balance. They engage well through transparent communication, flexible scheduling, and being asked to help improve systems or solve problems. 

Millennials crave meaning and connection. They want feedback, professional growth, and inclusive environments. They often respond best to digital tools, peer recognition, and a sense of community. 

Gen Z — the youngest on most teams — are digital natives. They thrive on quick feedback, visual communication, and being part of socially conscious workplaces. Recognition via digital shout-outs, quick surveys, or team challenges can resonate with this age group. 

A one-size-fits-all approach won’t work. Leaders who tailor their recognition methods — whether it’s a handwritten note, a team app notification, or a group lunch — will see stronger engagement across the board. 

The Role of Emotional Intelligence 

Strong leaders in the cleaning industry are not just task-oriented, they’re people-focused. Emotional intelligence (EI) is the ability to recognize, understand, and manage your own emotions while also being attuned to the emotions of others. 

In high-pressure environments like hospitals or large commercial buildings, emotionally intelligent leaders know how to respond calmly, offer support, and de-escalate conflict. They’re able to spot burnout before it happens and guide difficult conversations with empathy instead of defensiveness. 

EI enhances engagement by making employees of all ages feel heard, respected, and supported. It helps managers strike the right tone, whether offering feedback, resolving interpersonal tensions, or encouraging improvement. 

At its core, emotional intelligence strengthens trust. And trust is the foundation for retention, performance, and pride. 

The Power of Recognition 

If engagement builds trust, recognition fuels pride. What gets recognized, gets repeated. In many operations, recognition is saved for annual reviews or employee-of-the-month plaques that gather dust. That’s not enough. 

Recognition should be: 

  • Frequent: Celebrate wins whether they are big or small and on a daily or weekly basis. 
  • Specific: “Thank you for taking extra time to clean the vents” is more powerful than a generic “Good job.” 
  • Public: Whether it’s a whiteboard in the breakroom, a shout-out on the PA system, or a spotlight in the team chat, recognition that’s shared motivates the whole team. 
  • Inclusive: Recognition should reflect a variety of wins. Consider perfect attendance, teamwork, kindness, improvement, and going above and beyond. 

Engagement Is a Two-Way Street 

Empowering cleaning professionals to take ownership of their role creates a culture where excellence becomes the norm. This means involving team members in decisions that affect their work, like choosing equipment, giving feedback on cleaning protocols, or piloting new products. 

In schools, for example, a custodian might suggest a safer or quicker way to clean up during passing periods. In hospitals, a housekeeper may have insight into high-touch areas that go unnoticed. In hospitality, a room attendant’s perspective can help improve room turnaround processes. These voices matter. 

When workers of all ages are asked for input and see their ideas in action, they’re more likely to stay and invest in the outcome. 

Leading With Kindness 

Kindness isn’t soft, it’s strategic. Kindness in leadership is shown through empathy, accountability, and consistency. It’s walking the floor and asking, “How’s your day?” and meaning it. It’s following up when someone shares a concern. It’s remembering birthdays. It’s being firm without being harsh. 

Kindness is also about how we correct mistakes. It’s holding standards high but delivering feedback with respect. It’s understanding that someone may be struggling outside of work and showing grace when appropriate. 

When team members feel psychologically safe — when they know they won’t be humiliated or ignored — they bring their full effort, loyalty, and ideas. For every generation, kindness is the universal language. 

Creating a Culture of Belonging 

The best cleaning teams feel like families. Not because everyone is the same but because everyone feels seen. Initiatives that support this might include: 

  • Peer-to-peer shoutouts 
  • New hire welcome rituals 
  • Team-building events or shared meals 
  • Mentorship pairings between generations 
  • Celebrations of cultural holidays or staff milestones 

These don’t have to be expensive or elaborate. A handwritten card, a printed certificate, or a potluck lunch can go a long way. What matters most is consistency and sincerity. 

The cleaning industry is essential and the people who power it deserve to feel essential too. Engagement and recognition aren’t bonuses; they’re building blocks for productivity, quality, and retention. 

Whether you're managing a hospital EVS team, school custodians, hotel room attendants, or a night cleaning crew in a corporate high-rise, the formula is the same: lead with presence, recognize often, and treat people with dignity and kindness. Tailor your approach by generation, lead with emotional intelligence, and build a culture where every team member feels seen and valued. 

When leaders get this right, motivation rises, pride grows, and excellence follows. 

David Green is a hospitality and healthcare leadership advisor. His company, Rediscover Clean, provides consulting programs that focus on the employee experience — improving engagement, recognition, and results across cleaning teams of all kinds. Visit www.RediscoverClean.com. 


posted on 6/2/2025