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I began with the housekeeping department.  They are an impressive team of ladies that have an incredible work ethic and take great pride in the cleanliness of their rooms. Trip Advisor agrees.

“Clean, Clean, Clean! Did I mention it was clean?”

“Very nice, clean and charming hotel!”

“Great place to stay – clean and new”

Oh, did I mention their low turnover rate? The newest housekeeper has been there one year. That ranges all the way up to 7 years. Additionally, they are a happy group! I met several of them. Given what I already told you about the previous GM, how did that group manage to stay together so long and perform such exemplary service? It had to do with management. Direct line management that is.

Kathy, the housekeeping supervisor, takes complete ownership of her department. Her loyalty is unquestionable. In return, her staff feels the same. Below are pointers on what she does to not only create a world class environment but also to keep the team engaged and enthusiastic.

1. She protected them from the tyranny of the previous General Manager. Every person I interviewed on that team told me they had very little interaction with her and in fact, had no idea how bad things had gotten. Kathy’s broad shoulders took it all and NEVER passed it on!
2. She goes to bat for the team every time. If there is a complaint, she takes full responsibility and never publicly calls out an individual.
3. She is professional and kind when corrective action is needed.
4. She listens.
5. Everybody got training on “the way” when they were hired. Consistency is the key word here. She also provides loving direction on a daily basis.
6. Tips are shared. This is a choice on the part of the housekeepers. They all feel such loyalty toward one another they want to share the small gifts that come their way.
7. she has a reward system created just for the team. This is so important! A sprinkle of acknowledgement here and a little competitiveness over there makes for a motivated and engaged group.
8. Everybody stays and pitches in until the last person is finished. A collective decision has been made that no housekeeper is left behind. I really applaud that. So do the housekeepers. I asked!

As you can see, this is a successful department! Low turnover. High motivation. Superior product. What more can you ask?

Next week, I will discuss why I was asked to spend time with them and some of the solutions we came up with.  In the meantime, read my previous blog 8 Ways to Reduce Expenses and Streamline Your Hotel’s Housekeeping and Laundry Departments.

We would love to hear how your housekeeping department has created a winning team. What advice can you offer?

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Business Process Excellence partners with hotels and senior living organizations to improve service, increase revenue and decrease expenses by examining your daily operations and making recommendations for improvement.

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