Housekeepers deserve more appreciation

A clean business

A spotless room is the least you can expect as a hotel guest. However, this is by no means self-evident, as there is a whole world behind cleaning. Four housekeeping managers talk about their multi-faceted profession.

Duncan Hamilton, Amstel Hotel Amsterdam

What is the biggest challenge in your daily work?
"In these times of staff shortages, the biggest challenge is and remains finding, retaining and motivating suitable people. Housekeeping is hard work in itself, but at our five-star level, a housekeeper must also have social skills and think along with the guests."

Can you share a success story where an employee really made a difference to a hotel guest?
"Yes. Once we had a group from Bangladesh in our house for a few days who spoke only their own language. To still be able to communicate with those guests, we then enlisted the help of a Bangladeshi chambermaid who acted as an interpreter. The great thing about this story is that it shows that the staff within our international housekeeping team are not just good at cleaning, but often have other hidden talents as well. The latter is sometimes underestimated." 

If you could choose one superpower to make your job easier, what would it be?
"Then I would opt for a super brain to be able to remember and apply all guest preferences, plus x-ray vision to constantly oversee all the details regarding hygiene. By that, I actually mean to say that as a housekeeping manager, you have to be like an octopus who has to keep many balls in the air at once."

Where do you get your job satisfaction from?
"Most of my job satisfaction comes from interacting with my fantastic international team of housekeepers. I have not been working as housekeeping manager for very long. In fact, I previously worked in the front office where I got great satisfaction from dealing with guests of an often high calibre. Initially, I feared I would fall into a black hole in housekeeping with regard to guest contact, but the opposite is true! Like the front office, housekeeping is really about people. People who, however, are often undervalued and not enough in the spotlight."

Natalia Wlodarz, DoubleTree by Hilton Royal Parc Soestduinen

How do you make sure your team stays motivated, even during busy periods?
"The basis is good planning, thinking ahead and clear communication. That way, you prevent team members from experiencing too much workload. It is also important that your people are well trained and know where they stand."

Which innovations have the biggest impact on housekeeping in your hotel?
"In recent years, many innovative cleaning products have entered the market, allowing our people to work more efficiently and ergonomically. In particular, the advent of the nano protective coating saves a lot of time in cleaning; properly cleaning the rooms has become a lot more efficient as a result. We also make use of a robot vacuum cleaner, which greatly relieves the staff. The beauty of such technology is that it does not replace people, but rather supports them."  

How do you stay abreast of trends and best practices within the hotel industry?
"I closely follow developments within the cleaning industry. One way I do this is with the training courses we receive from Hilton. For handy cleaning tips, I also check social media a lot. I also consult my employees on the work floor every day and ask them what they encounter; I then look for solutions. And during our quarterly online meetings with all Hilton housekeeping managers, we exchange best practices."

What is the most common misconception people have about housekeeping?
"Many people think that cleaning is something for people who cannot find other work. This is unjustified, because housekeeping, on the contrary, often employs very driven people with passion and pride for their profession. I find that very inspiring to see, because I too once started as a chambermaid."

Simone Roossien, Eden City Hotel Groningen

How do you deal with cultural differences in your team or with hotel guests?
"With us everyone is equal, we don't differentiate where someone comes from. It is fun to see how employees bring typical things from their own country to us. During lunch, for instance, employees sometimes bring exotic snacks. Staff also take great interest in each other's religious backgrounds, which are often very different; this creates great togetherness. As far as hotel guests are concerned, it is striking that people from Arab countries in particular often have high standards. For example, they want clean linen in their rooms every day. Of course, we make sure that such wishes are met."

How do you deal with complaints about the cleanliness of rooms?
"It is sometimes hard work in housekeeping, so it sometimes happens that you forget something to clean. Of course, we then make sure everything is put right again. And if a guest is really dissatisfied, they sometimes get a room upgrade or a free drink or snack."

How do you ensure smooth cooperation between housekeeping and other departments?
"Communication is key! To avoid everything getting mixed up and creating a jumble of chaotic states, there has to be perfect communication. With us, this is very well organised. First thing in the morning, I always have a briefing with reception and we go over everything. Cooperation and communication with other departments such as hotel management, food & beverage and the breakfast team is also very smooth."