Does the post-COVID era require a different skillset from housekeepers?
— 7 experts shared their view
The prominence of the housekeeping function has seen a revival in recent years. While its contribution was underappreciated for many decades, there has been a recent awakening to the department's significant impact on shaping the guest experience and the positive impact a well-managed team can have on the hotel's bottom line. Hotel schools now teach housekeeping management again, the hotel leaders are tuning in to the team and management talent is injected.
This renewed management attention results in metrics and KPIs playing a growing role while the introduction of technology pushes many traditional managers to their limits.
With COVID-19 evolving the daily cleaning effort into an increasingly complex project management endeavour, and responsibility and accountability increasing exponentially in the face of increased liability, is the traditional housekeeping expertise still relevant or does the new world order require a different skillset from housekeepers?
Senior Lecturer at Hotel School the Hague
Aside from skills relating to hygiene and perhaps even technology and hygiene, I believe the most important skill during this pandemic for housekeeping, but anyone for that matter, is resilience.
To have resilience yourself, but also resilient leadership is vital to keep yourself, your department and your organisation going.
Resilient leadership is about taking decisive action to secure stabilizing the organisation, while keeping the triple bottom line in mind. Even more so being empathic and compassionate and understanding the needs of all stakeholders. A resilient leader deals effectively with change and innovates accordingly.
What are ways to work on your resilience?
Keeping things in perspective, avoid seeing crises as insurmountable issues, accept that only change is constant, build connections, ask and give support and most importantly take care of your physical and mental state.