Providing The Cleanliness Hotel Guests Expect
Meeting the cleanliness expectations of hotel guests can be daunting, especially on heavy checkout days that require cleaning rooms of departing guests. Hotel Business reported that a recent study — commissioned by Heath and Company Hospitality Advisors — found that it took an average of 43 minutes to clean a departing guest’s room. This is nearly 20 minutes longer than it took for a stay-over guest’s room.
Hotel managers must identify heavy checkout days and set weekly housekeeping schedules that will maximize housekeeping capabilities during these periods, the article said.
The cleaning of rooms of guests who are checking out — so that clean rooms are ready for incoming guests — should be prioritized. The housekeeping staff should be armed with an up-to-date list of scheduled checkouts, including late checkouts, each morning.
Hotel management consultants have recommended that managers develop a scorecard for each member of the housekeeping staff. Random periodic inspections should be conducted to see that the hotel’s cleaning policy is being followed and cleaning standards are being met.
The results of the inspections can be used to reward the best workers or offer additional training to those who need it.
A feeling of ownership over the rooms they clean can also inspire top performance. Having housekeeping staff leave personalized notes in the rooms they clean is one way to encourage a sense of connection to the guests.
One source recommends honoring the idea that the hotel guest is each employee’s guest — as if in their own home. It is often the sense of pride and hosting that makes a huge difference.
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