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?
Director Hospitality Advisory Services at EHL Advisory Services
I would certainly hope so. After all, the main purpose of any hotel is to provide the customer with a clean and safe environment where to spend one or more nights. Sadly, over the years, this focus has somehow shifted.
The pressure of margins has ensured that most hoteliers went for the cheapest option, the less possible cleaning time spent in the room, using as uncomplicated protocols as possible.
Too often, whenever Housekeeping got media attention, it was because of negative messages.
Having developed a safety and hygiene protocol, we have been receiving feedback from guests to the effect that they are interested to know how their room has been made clean and safe.
We're convinced that adding the WHO did this, is a welcome and positive message, showcasing the room attendants and giving them back some well-deserved attention.
After all, they are essential in the process of providing clean rooms to the customers.
They deserve some time in the sun. After all, the rooms department contributes to much more procentual profit.
And it can add some more human factor, some more emotions in an industry that needs it.