This lesson will review hotel housekeeping standards to aid in providing high levels of customer satisfaction. We will discuss the importance of focusing on room comfort and safety with housekeeping checklists.
Why Establish Housekeeping Standards?
Housekeeping staff have a vital role in hotel operations. The staff is responsible for preparing rooms for guest occupancy, providing laundry services and maintaining the cleanliness of common and shared areas, such as the lobby. Housekeeping standards help to increase professionalism and solidify a commitment to properly training staff. It is crucial to have training for cleaning professionals to establish expectations for methods of decontamination and disinfection procedures.
Hotels maintain high levels of customer satisfaction by focusing on room comfort, health and safety. Housekeeping staff, along with floor supervisors, are responsible for completing room inspection checklists. Before approving rooms for guest occupancy, a second supervisor typically completes an inspection.
Benefits of Housekeeping Standards
Proper hotel housekeeping has the following outcomes:
- Fewer tripping and slipping accidents occur in a clutter-free and spill-free area
- Fewer fire hazards
- Fewer customers and staff are exposed to hazardous substances
- Increased control over supplies and materials
- More efficient equipment cleanup
- Better hygienic practices that result in improved health of customers and staff
- Less property damage occurs by offering preventive maintenance
- Fewer janitorial tasks that need to be completed
An inspection checklist, or a pre-printed room inspection checklist document, is an effective tool for hotel staff and management. It is a simple way to execute a set of procedures that serve as a reminder to housekeeping staff and supervisors of any needed repairs and missing items or services for guests.
Let's look at a few common checklist questions to help ensure that hotel rooms are ready for guests:
- Are floors clean and clear of debris?
- Are floors in good condition?
- Are there holes, worn or loose wooden planks or carpet sticking up?
- Are there protruding objects, such as nails, sharp corners, open cabinet drawers or trailing electrical wires?
- Are all spills wiped?
- Are used rags and absorbents disposed of promptly and safely?
- Is equipment damaged or outdated?
- Is the appearance of the ceiling and walls acceptable?
- Are interior and exterior windows clean?
- Are all fixtures, fittings and furnishing clean and in good working condition?
- Have guest items been replenished?
- Are all surfaces clean and void of marks?
- Are beds made according to the hotel's expectations?
- Are the lighting, heating and cooling systems in good working order?
- Have bathrooms been thoroughly cleaned?
- Did you ensure that there are no signs of pests?
Waste and Storage Considerations
Improving hygiene practices and comfort often starts with controlling and maintaining waste and storage. Let's look at a few questions that should be included with housekeeping standards:
- Is there an adequate number of containers?
- Are waste containers emptied regularly?
- Are materials stored in areas that do not obstruct stairs, fire escapes, exits or firefighting equipment?
Housekeeping staff have a vital role in hotel operations. The staff is responsible for preparing rooms for guest occupancy, providing laundry services and maintaining the cleanliness of common and shared areas, such as a lobby. Utilizing a inspection checklist is an effective tool for hotel staff and management to ensure consistency in cleaning methods and room appearance. We reviewed common statements to include on a pre-printed room inspection checklist document. Guest satisfaction increases when rooms have been organized and cleaned to exceed customer expectations. This means that even the smallest details may be noticed by guests. This lesson reviewed ways to focus on high customer satisfaction by addressing room comfort, health and safety.