Author
Author

Kate Gruell

Global Rooms Operations Leader

Kate Gruell

As the previous Vice President of Marriott’s Global Rooms & Guest Experience, Kate has developed, planned and designed the company’s related strategy and initiatives for implementation in more than 7,000 hotels worldwide. She has led global programs, teams and functions to optimize the Guest Experience across all company locations and brands. She has also been dedicated to finding and capitalizing on synergies between Brands and Operations. Kate has been instrumental in integrating Marriott and Starwood standards, platforms and programs. She directed the company’s global Customer Experience Platform development project that enhanced consistency, the Guest Experience and customer satisfaction. Kate is currently on sabbatical to gain an EMBA from the University of Maryland.

Insights by Kate Gruell (2)

Is Housekeeping Moving From The Back To The Front Of The House?

I totally agree that housekeepers should walk tall and proud during this time. At LUXXE, we celebrate our "Hygiene Heroes" and they all wear a badge so guests and management are intrigued to ask them "what is a Hygiene Hero?" The staff member can then proceed to explain that they have been elected to this role by their peers and they are given special training and paid a higher hourly rate to take on the added responsibility of ensuring the Housekeeping Department is compliant and that COVID safe cleaning methodologies are being upheld at all times.

Does the post-COVID era require a different skillset from housekeepers?

I have always believed that a well organized and vigilant housekeeping department could pass any hygiene test. Detailed training and record-keeping is the key and utilizing technology platforms to record this information is critical.
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