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?

Optii Solutions Pty Ltd

This viewpoint is co-created with Optii Solutions Inc.
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Kate Gruell
Kate Gruell
Global Rooms Operations Leader

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. This is not the case for Public Areas, however, particularly the F&B outlets and bathrooms, where it is increasingly important that cleaning is more frequent and very visible.

Therefore, it is still not the time Rooms Attendants and Supervisors become public relations ambassadors. But should a guest ask any member of staff a question on their cleaning protocols it is critical that every employee be able to respond with clarity and confidence?

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