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?

Everybody agrees on one thing - guests are trying to keep away from the Housekeeping staff, and the housekeepers are trying to stay away from the guests. Many hotels are not even offering room cleaning throughout the guest's stay and when they are, many guests are declining the service.

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

The housekeeping skill-set post-COVID has evolved, not in the typical hard skills of cleaning, but on the soft skills of caring and empathy. The shift is not to do with the skill-set, but with the mindset.
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