4 Vital Hotel Housekeeping Duties to Keep Guests Happy
Want to make sure your hotel stands out to guests? Keep your guests happy by focusing on these four vital hotel housekeeping duties.
Keeping track of hotel housekeeping duties may seem like an afterthought to busy hotel owners, but offering subpar housekeeping is terrible for the hospitality business. Guests notice cleanliness above fancy amenities and luxuries. A clean, well run hotel is the key to keeping guests satisfied. In the long run, making hotel housekeeping duties a top priority saves you time, stress, and bad reviews.
As you already know, hotels rely heavily on customer satisfaction to ensure continued success. When guests book with you, they’re seeking clean, comfortable hotel rooms equipped with all the essentials. Often your housekeeping staff is working on the frontline, keeping customers satisfied as they tidy up the room each day. Making sure staff keeps up with all the hotel housekeeping duties helps to keep guests feeling pleased with their accommodations.
Hotel housekeeping duties include organizing supplies to make sure suites are always restocked with the necessary items. It means cleaning up the rooms, interfacing with guests, and leaving their rooms improved, even for multi-day stays. In a busy hotel, you may serve hundreds of customers at a time and the only way to keep track of it all is to properly train and manage your staff to be attentive to all the hotel housekeeping duties and demands of your guests.
Want to WOW your visitors the moment they check in and see their rooms? Check out these four vital hotel housekeeping duties that your staff should focus on. These tasks will increase customer satisfaction and improve day-to-day operations at your hotel.
The 4 Hotel Housekeeping Duties Vital to Customer Satisfaction
1. Don’t Neglect Hidden Areas
Cleaning a hotel room is a challenging job, especially when turnaround time is tight. It’s tempting for staff to sweep in, clean the surface areas and move to the next suite. But in a rush to check out, guests may leave important items (and yes, even garbage) behind. It’s better for staff to take time to check the nooks and crannies of the room as part of their hotel housekeeping duties, so the next guest doesn’t find a dirty sock (or worse) under the bed.
Checking all closets and drawers helps the front desk and concierge provide better customer service. If a guest has realized they’ve lost or forgot an item, they’ll likely call customer service at the front desk and staff will be ready with the found item on hand.
The areas under the bed, behind furniture, and in the corners often collect dust and even garbage like dry cleaning bags or tissues that didn’t quite make it to the proper receptacle. While most garbage is relatively benign, imagine the horror of a guest who finds a used tissue in the room they thought was clean. Even if the rest of the room is sparkling clean, the guest will immediately feel that the room isn’t up to expectation.
Another hidden area that amasses a collection of trash is the space under the sofa or armchair. Wrappers, pocket change, and other small bits naturally fall out of pockets and get brushed away while your guest is busy entertaining. Housekeeping staff should not only inspect seat cushions for stains, tears, and other damage that needs to be repaired but also check under cushions for spots in need of a deep clean or vacuum attention. Keep in mind, your team should remove the cushions for safety reasons. Reaching into spaces blind could cause injury from broken glass or used medical syringes.
Adding a task to check the hidden nooks and crannies of guestrooms to hotel housekeeping duties will help cleaning staff conduct efficient inspections for the highest quality room possible. When the room is clean, return guests are always a guarantee!
2. Assess the Readiness of Small Electronics
Hotel rooms are full of small electronic devices that make your guests’ lives easier. Hotel housekeeping duties should include quickly assessing the state of the electronic devices. Address the quality of the essential items in your hotel’s rooms to make sure they’re up and running for the next visitor. The alarm clock, the coffeemaker, and the TV are all expected to work properly when a guest checks in.
Housekeeping staff should make sure all necessary devices are plugged in while checking a room. They should also do a quick power switch check to ensure everything works and is functioning properly. Make sure the coffee maker is clean, the hairdryer is in good repair, and the iron is put away neatly.
The bedside alarm clock should be checked to make sure the alarm function is turned off whenever a guest checks out. Not only can the alarm lead to a rude awakening for guests, but unnecessary alarms going off at strange hours is a hassle for staff, as they run around, searching for the noise. Avoid the guessing game by adding “check alarm clocks” to your hotel housekeeping duties.
Additionally, many small electronics run on batteries rather than being plugged into the wall. Items like the TV remote should always be wiped off and checked for functionality each day. Housekeeping staff should check that the television is set at a moderate volume and on the default channel.
A timesaving tip for hotel housekeeping staff is to make a note of batteries sizes needed for the devices in your rooms, such as clocks or small lights (typically AA and AAA). Every housekeeping cart should be stocked with the types of batteries, so they’re easily replaced.
As “smart” hotel rooms are becoming standard, the digital and electronic features in hotel rooms are increasing. Hotel housekeeping duties should include a quick check and assessment of these important items for your guests.
3. Pay Extra Attention to the Kitchenette Clean
Hotel housekeeping duties are all about cleanliness, of course! Nowhere is that more important than the areas of the suite used for food. Most hotel rooms feature a minibar, small fridge, and at the very least, a coffeemaker. These areas should get special priority on the list of hotel housekeeping duties.
Many travelers choose hotels with a kitchenette or small kitchen area to help them save money during their trip because the reality is, eating out all the time is expensive. In today’s market, where vacation home rentals (like Airbnb) are increasing in popularity, it’s important that your suites feature the comforts of home. Keeping kitchen areas clean and consistent in every room is important.
Your rooms may have a full kitchen, a countertop with a microwave or maybe even just a mini fridge with a few spirits inside. Your staff should take the time to make sure nothing gets left behind in these spaces and that food spills are promptly cleaned up. Food prep and cooking can leave behind telltale messes and even attract unwanted guests (like roaches, ants, and other pests). Make sure any problematic drips, drops, and spills don’t cause bigger issues down the road when it comes to cleanliness by urging hotel housekeeping staff to attend to these areas every day.
Even if your rooms don’t feature a kitchen space, guests will inevitably eat in the room (especially if you offer room service). Crumbs, spills, and wrappers come along with the territory. Your staff should always watch for food waste. Vacuum up crumbs and treat carpet stains right away, remove garbage (especially takeout or pizza boxes).
Cleaning the messes up now means avoiding bigger problems later. Food is a big source of hotel room dirt and debris, so be sure that staff is cognizant of it as they clean.
4. Restock Your Consumables
Most hotel room cleaning checklists including keeping one major paper product in stock: toilet paper. A lot of hotels, however, have other papers that need to be refreshed in the room after a guest clears out too. For example, if your hotel still offers stationary and pens, make sure those are refilled and returned to their proper place.
It’s also important to ensure any brochures and other elements from your in-room papers are in order. Keep the room service or hotel menu up to date and replace any pages that are torn, missing, or damaged. Many guests prefer to use their own electronics to find places to eat or things to do, but keeping up the guest book shows people you have a handle on the small details and most importantly, that you care.
Hotel housekeeping duties should also include checking burnt out light bulbs. Replacing a light bulb on obvious lighting is easy, but make sure to turn on desk lamps, reading lamps, and other small lights that may not get used all the time to confirm everything is working properly. Preventative maintenance can keep these lights on but it doesn’t hurt to have a small spot check while housekeeping is refreshing the room.
Check closets for guest items and errant hangers that don’t match the ones you’ve provided. Keep couches and chairs free and clear of the natural trash that occurs from use. Reset small electronics. Replace batteries as needed. Clean the kitchenette and remove all hidden trash. Replace paper products that have been used. By keeping an eye on these commonly overlooked hotel housekeeping duties, they’ll also be working smarter to make your hotel run smoothly.
Whether you’re a quirky unique hotel or a family-friendly establishment, add these duties to your hotel housekeeping checklist today to improve your hospitality service. These little areas may seem minor but they make all the difference when it comes to happy guests.