3 Ways Housekeeping Can Improve Your Hotel’s Tripadvisor RatingMarch 18, 2019
Why Emotional Intelligence is the First Step to Becoming A Great Hospitality LeaderApril 12, 2019
One thing that everyone strives for in the hospitality industry is delivering an outstanding guest experience, but more often than not expectations differ from realities.
At the center of this is the hospitality industry’s astronomically high staff turnover rate, which on a good day flickers between 31 and 34 percent, and on a bad day can go as high as 50 percent when non-management employees are taken out of the equation. To put things into perspective a healthy employee turnover rate for a ‘normal’ industry is around 10 to 15 percent.
1.- The Key Cog in the Mechanism
For those in the industry this is a reality that has come to be expected. High turnover rates aren’t just costly and inefficient, they also mean poor customer service. And no more so is this evident than in housekeeping, which for many is seen as a stepping stone to other departments.
Rooms are the heart of the hotel because without them there would be no hotel, and this is why housekeeping’s role in delivering guests with a room that matches their expectations has such a big impact on their experience at a hotel.
2.- Unhospitable Technology
For housekeeping operations to be successful, processes and communication need to be on-point. Information needs to be communicated in real-time between housekeeping and the front desk. If it’s not, operations come grinding to a halt.
Look around and we see how technology has completely changed the way we communicate. Letters have been replaced by instant messaging apps which are fast, free, and easy to use. Technology allows for transparency in communication, so why are hotels still using pen and paper to communicate when they could be using technology?
3.- Empowering Staff
Technology enables employees to do more but without it they are left unsure about what their roles entail and what tasks they should be carrying out. By having the right technology in place, staff can predict clean times, leave flexibility in scheduling that they can do from the palm of their hand, and have transparency at any given point of the day.
By finding the right technology platform for housekeeping, you empower staff to make smart decisions, increase productivity, and optimize room inventories. Instead of getting caught up in communication failures which slow the department down, staff can focus on what they do best.
Having a system in place that guarantees staff receive the correct requests and that these are then carried out makes an unimaginable difference. It instills confidence back into the hands of staff and it means they can deliver an outstanding guest experience.
3.- Deliver a Better Guest Experience
Give housekeeping staff the right tools to complete tasks efficiently and you will see the impact it has on the quality of the service. As the face of your brand, staff are ambassadors for your hotel and can enhance the appeal of your brand. Staff hold the key to enhancing the guest experience and improving those all-important TripAdvisor ratings. So, it’s only right that we give housekeeping staff the correct tools to perform their jobs to the best of their abilities.
When we look at the high staff turnover rates, we need to start thinking about how we can improve operations and allow staff to do what they should be doing. Having the right technology in place addresses this and puts the power back in the hands of staff.