Is Housekeeping Moving From The Back To The Front Of The House?
— 10 experts shared their view
As the world starts to reopen, consumers will slowly return to traveling in a world that may be waiting for a vaccine for some time yet. Managing the threat of local outbreaks is ever-present. It is now becoming each hotels' worst nightmare that a guest may be able to prove that an infection was contracted in the hotel and worse still - that a hotel will become associated and identified with an outbreak or a hotspot.
While clean rooms have emerged as a competitive advantage, managing the perception that rooms are clean and sterilized has emerged as even more important than the actual quality of cleaning itself.
While room attendants and supervisors have traditionally moved around discreetly to be as invisible as possible, is it time that they now become frontline public relations ambassadors to proudly show off the cleaning effort and visibly engage with guests (at a 6-foot distance) on the floors?
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. They conduct weekly audits and observations that are recorded on one of our online platforms and can then be audited further by our Compliance Manager on a national level.