Housekeeping Common Mistakes

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• The Knock and Enter vs. The Knock and Pause Housekeeping has a schedule to keep and a goal to reach. But they must remember this is their schedule, not the guest’s. A pet peeve of Hoteliers is when cleaning staff is too quick to enter the room. According to the Hospitality School, it is important to knock and wait 10 seconds (10 Mississippi’s) for a response, then knock again announcing who you are. Open the door slightly to make sure the coast is clear. If your staff heeds this rule of thumb, they won’t find themselves, the hotel, and the surprised guest in an awkward predicament. • Cleanliness of Linens and Towels Our beloved hotel properties are not held accountable to the same standards as healthcare facilities; however, through…show more content…
They are called upon to support guest needs in a variety of other ways. If they do not act like a gracious host or in-house concierge by immediately and effectively fulfilling requests, it reflects poorly on the whole property. Going above and beyond with exceptional customer service in general will strengthen a guest’s affinity for the brand. • Appearance Can Go a Long Way How your staff presents itself speaks volumes about the standards you set. If their hygiene, uniform, trolley and demeanor are in poor condition, how can your guests expect their rooms to be any different? Do a pre-shift huddle to inspect what you expect. Write down not only dress code, but even more detailed expectations and refer to them readily as well as post them in a common area for housekeeping staff to view. Using visuals is the most powerful tool to communicate your message clearly. • Make Sure You Put Quality Standards into a Procedure This item is paramount. With this in place you can lessen the probability of all the above mistakes manifesting themselves in your property. Putting quality standards into a procedure ensures everyone knows what is required when cleaning guestrooms. Within this outline it is appropriate to explain the differences between cleaning an occupied dirty room versus a vacant dirty room. This will ensure that when it comes to flipping the room, there is not a lot of additional cleaning to do. Creating a checklist not
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