Unwinding the Perception on Housekeeping

he way a room looks and smells are the first things guests notice when stepping into their hotel room or suite. If the the room smells badly, it’s safe to assume that they will believe the room itself isn’t clean, even if it is in fact properly cleaned and disinfected. Perception is critical towards maintaining superior customer service. One’s perception of something essentially provides a critical first impression.

That first impression is what is stamped into the mind and memory of each person who steps into your hotel, B&B, or whichever type of hospitality establishment you run. The goal is to impress each guest that passes through your door and to deliver an experience that will keep them coming back time and time again; this starts with appearance, of which can be gauged not only by sight but also by smell.

A guest who has a first impression of a bad smell in their room will most likely call down to the front desk and request the room to be cleaned, or worse demand a new room completely. An unhappy guest is the last thing anyone in the hospitality industry would desire, especially when people think or even advertise through social media outlets that the hospitality establishment falls below industry standards; a reputation tainted is sometimes a reputation lost. The people who are staying at these different establishments are either traveling for business or pleasure. For the vacationer, stepping into that smelly room has made the beginning of their long awaited vacation a sour experience. For the business traveler, trying to get the ominous smell fixed has wasted precious time out of their busy day.

The Little Details

Every type of guest pays attention to every little detail within their room. It is pertinent that housekeeping services work hard to make sure everything in and out of their control is prepared for and taken care of for guests. An article by Orkin about housekeeping called “Polls Reveal Hotel Guests’ Perceptions of Housekeeping Issues” reveals that guests’ experiences can be tainted by housekeeping issues, both which remain in and out of the housekeepers’ control. One part of the article states, “Linen cleanliness is not as great a concern for hotel guests, though half (51 percent) of regular hotel-goers said a hair on the pillowcase of a ‘freshly-made bed’ might stop them from returning to an establishment.”

A similar argument can be made for using undesirable cleaning products or using fragrances which cover up smells in the rooms. Using a cleaning product such as pure chlorine dioxide, which disinfects and deodorizes simultaneously, will become easier to gain preference and pleasure over the otherwise pretentiousness and peacock preening that typically comes part and parcel with guests complaining about dirty rooms or foul odors.

Keep Customers Coming Back

With guests paying an average of around $106 per night, it is important to do everything you can to make their experience the best possible. Travelers on business are away from their families and vacationers are striving for relaxation and a good time. The job of the housekeeping staff is at the upmost importance out of all the personnel working in hospitality. Though they do not necessarily deal with guests face to face, but the work they do affects the guests’ experience most likely more than anything else. Putting together a solid team of housekeepers to perform a deep clean, disinfection and deodorization of each room will keep the customers coming back, moreover delighted with the experience of superior housekeeping.


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