In a hotel, guests may stay for pleasure, convenience, or necessity. But regardless of the purpose, they will always expect a certain standard of service and comfort. A big part of these expectations of guests is satisfied by the housekeepers’ staff.
But hospitality goes beyond fulfilling guests’ basic needs; it is about creating memorable moments that guests will cherish long after their stay. Housekeepers have the opportunity to contribute to these cherished memories by going above and beyond their duties.
Their job is to make the guest room a “home away from home for the guest.”But how do they achieve that? In this article, we’re going to explore the art of hospitality and discuss strategies used by housekeepers to elevate the guest experience in hotels.
How Hotel Housekeepers Can Elevate Guest Experience
#1: Ensuring Cleanliness as a Powerful First Impression
Nothing sends a stronger message than cleanliness in a hotel or any other hospitality object. No level of service, friendliness, or glamour can equal the sensation a guest has upon entering a spotless, tidy, and conveniently arranged hotel room.
The housekeeper job description also includes maintenance and aesthetic upkeep of rooms, public areas, back areas, and surroundings.
A survey carried out showed that 63% of travelers rated cleanliness and appearance as their priorities when choosing hotels. That’s why housekeeping is considered the backbone of the accommodation sector, as its main aim is to provide a clean, comfortable, safe, and aesthetically appealing environment.
#2: Anticipating Guests’ Needs
One of the hallmarks of exceptional hospitality is the ability to anticipate guests’ needs even before they tell you about them.
Housekeepers, through their friendly interactions with guests, can gather valuable information about their preferences, such as room temperature, pillow type, or dietary restrictions. By proactively addressing guest needs, housekeepers can elevate the guest experience to a new level.
For example, if a guest mentions a love for freshly brewed coffee, a housekeeper could ensure a piping hot cup is waiting in their room upon arrival.
Anticipating and fulfilling these little guest desires demonstrates a level of attentiveness that makes guests feel valued and cared for.
#3: Resolving Guest Requests and Complaints
Housekeepers can provide a first-hand response to guest requests and address any complaints or issues that arise.
When a hotel guest communicates a request or complaint, housekeepers actively listen and understand the specific details and the guest’s perspective. This demonstrates empathy and helps in addressing the root cause of the issue.
Also, they can make decisions within their scope of authority. Whether it’s an additional amenity, a room adjustment, or a cleanliness concern, swift action shows the guest that their concerns are taken seriously.
Having the ability to resolve minor issues on the spot without needing constant approval can expedite solutions and enhance the guest experience.
#4: Encouraging Eco-friendly Practices
In an age marked by increasing environmental consciousness, many travelers are reassessing their consumption habits when they travel. For example, the idea that sheets and towels need to be changed daily is being questioned.
Adopting environmentally sustainable practices not only contributes to the well-being of the planet but also enhances the overall performance of your hotel.
Housekeepers encourage guests to opt for eco-friendly choices by educating them about their options. For instance, housekeepers can provide guests with small bags that guests can hang on their door, signaling that they don’t require daily towel and sheet changes.
That way, instead of traditional housekeeping, guests can receive a small treat or amenity in appreciation for their contribution to environmental conservation.
#5: Upholding Safety Standards
Housekeepers play a crucial role in upholding safety standards within a hotel. Here are ways in which they contribute to maintaining a safe environment, along with examples:
- Proper handling of cleaning chemicals: Housekeepers must be trained in the safe and correct use of cleaning chemicals. This includes following manufacturer instructions, using personal protective equipment (PPE) like gloves and masks, and ensuring proper ventilation in the cleaning area.
- Preventing slips and falls: Housekeepers are responsible for keeping hallways, stairwells, and guest rooms free from obstacles that could cause slips, trips, or falls. This involves promptly cleaning up spills and ensuring walkways are clear.
- Ensuring electrical safety: Housekeepers need to be aware of electrical safety guidelines. This includes reporting any faulty electrical appliances, ensuring proper use of extension cords, and avoiding overloading electrical outlets.
- Fire safety measures: Housekeepers need to be familiar with fire safety procedures. This includes understanding the location of fire exits, ensuring fire doors are not blocked, and reporting any fire safety equipment that needs attention.
Final Thoughts
In the world of hospitality, hotel housekeepers are the hidden heroes. They bring cleanliness, attention to detail, and personalized touches that make every stay special.
Their hard work turns ordinary room maintenance into an unforgettable experience for guests. As the ones who ensure comfort and create inviting spaces, housekeepers are key to making a lasting positive impression on guests, truly showcasing the art of hospitality.
