When we stay at luxury hotels, we are often given a glimpse into the world of hospitality through the front-of-house staff we encounter. From the doorman with a warm smile to the barmen pouring a colourful cocktail, front-of-house staff really make an impact. Seldom, though, do we encounter some of the true hospitality stalwarts – the housekeeping teams who go the extra mile to create a wow experience for guests. Our hospitality housekeeping course covers some fantastic ways to showcase the very best housekeeping standards. Here are some ways housekeeping teams can make an impact:

Before a guest arrives

Very often housekeeping staff, like their front office counterparts, have access to guest history and are able to use this information to enhance the stay of repeat customers. Knowing what sorts of pillows, duvet inners or linen a guest likes can often be helpful in getting the room prepared before the guest arrives. If the guest is a regular, monogrammed bathrobes with their initials on can be quite a special touch. And leaving appropriate (not just the standard) male or female bathroom amenities can also show initiative and thoughtfulness. Finally, a vase with a few simple stems of flowers makes quite an impression too. Keep it simple and ensure that the flowers are freshly cut and displayed appropriately.

If the guest is bringing an infant with them, make sure there is a cot in the room with fresh linen. If they are travelling with young children, why not leave a small toy on the bed such as a children’s DVD or game, perhaps even a soft toy with the hotel’s logo on it. Or, create fun towel folds with the children’s towels and place them at the end of their bed – they’ll love it! Prams, socket protectors and other child-friendly conveniences all help guests who are staying over with their children.

When the guest checks-in

Ensure that guests are aware of their internet Wi-Fi code when they check-in and enter their rooms. A simple greeting card in the room with the wireless code can be very helpful. At the workstation in the bedroom, ensure that there are adaptors at the ready, pens, paper and adequate lighting at the desk. This is all sounds quite standard but you would be surprised how badly designed some workstations can be, with no plug points or reasonable lighting. Ensure that there is a fresh jug of water and a glass (or bottled water) available for your guests convenience, and if there is a mini-bar service in  the room, stock it with a small jug of fresh milk so that the tea/coffee experience in the morning is more pleasant.

A selection of magazines or newspapers is often appreciated, especially for business travellers. Additionally, supplying a well-stocked mini-bar with treats creates a great impression. Perhaps offer the first chocolate or nougat on the house, or leave a note indicating that the guests personal preferences can also be stocked in the mini-bar at the drop of a hat (with a number to ring at the housekeeping station) so that guests feel special and important. Additionally, be available to assist your guests by having a presence on their hotel floor, and let them know that nothing is too much trouble. Leave your housekeeping card on the side of the bed every day with a number to dial for assistance, and let guests know when they check-in that the housekeeping department is available to assist 24 hours.

Finally, a turndown service is a wonderful service to offer guests but be sure to check in advance that they are aware of the service. (They can leave a Do Not Disturb sign on the door if they don’t want it). When turndown is happening, leave the door open, refresh the towels in the bathroom, change the water in the water jug / give new bottled water, turn down the bedding, switch the bedside lamps on, the main lights off and leave a treat on the pillow for the guest. Make sure it’s something special – a homemade chocolate, a piece of shortbread etc. You can also leave a note with the weather forecast for the following day, or a bedtime story for the children. Make it simple but make it truly special.

When guests depart or vacate their rooms

Get some feedback from your guests before they leave. On the morning of departure, slip a form under the door that asks a guest to indicate if there were any maintenance or housekeeping issues during their stay. The only way to improve your service is to check your guest feedback – don’t be shy to ask.

Don’t ever underestimate the value and importance of a well-oiled housekeeping department. They are responsible for ensuring that your guest has a good night’s sleep. Our students work in various housekeeping departments during their practical training and they are often amazed at how much effort goes into creating a great room with a special wow factor for guests to enjoy. If you have any queries for our students regarding housekeeping, drop us a line in the comments section below and we will gladly respond.

(Sources and images: https://hmghotelsblog.com/2013/04/25/secrets-to-happier-hotel-guests-in-2013/; http://www.hotelnewsnow.com/Articles/17093/30-simple-inexpensive-ways-to-wow-guests; www.thetraveltart.com)