World Panel
Viewpoint28 July 2020

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

Housekeeping in Hospitality

— 7 experts shared their view

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Does the post-COVID era require a different skillset from housekeepers?
This viewpoint was created by
Soenke Weiss, Founder & Chief Strategy Officer, Optii Solutions Pty Ltd
This viewpoint is co-created with Optii Solutions Inc.
Ian Wilson
Industry Advisor and Mentor, Ex SVP Non-Gaming Operations Marina Bay Sands

Coronavirus is raising the stakes for hotels and housekeepers everywhere. To spur travel, our industry needs to not only promise cleanliness, but deliver on it, or there will be no industry. The knowledge and wisdom held by housekeeping professionals has never been more relevant, but it is no longer enough. Lapses in cleanliness will have tremendous costs and risks for hotels, so we need to raise our game.

Housekeeping professionals need to drive innovation in their areas to improve effectiveness and productivity - margins are under attack, so we need to figure out how to do more with less. They need to improve data literacy and look for ways such as systems, beacon technologies, or video analytics to measure traffic volumes, cleaning efficacy, and performance at an individual level for staff. They need to borrow tools and innovations from other industries such as the routine use of A3 swabs to measure cleanliness or the use of nanotechnologies to repel dirt and germs. Housekeepers should also embrace automation to help with key tasks such as floor scrubbing, vacuuming, or sanitizing. Finally, they need to market the work they have done to the public and their organizations. Cleaning used to be hidden, now it should be on display to reassure stakeholders. In addition, cleaning needs to be “tangibalized” through lighting, smell, visible sign-offs, and other cues that reassure the public that the hotel is fulfilling its promise of cleanliness.

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