Executive Housekeeping Today - May 2008 - (Page 10)

ten-Dollar test (continued from page 5) Consumers are invariably conflicted as to whether the price of an item equals higher quality. Recently, for example, a wine organization asked a small group of people to compare the tastes of wines costing $10 per bottle with those that cost $20, $40, and more per bottle. The consumers in this study indicated that the more expensive wines tasted better and provided a variety of reasons why. However, after the tests were completed, the group was told that virtually all of the wines were priced at about $10 per bottle. Can a similar conclusion be drawn towards consumers, such as hotel guests, correlating guest room costs and cleanliness? The answer appears to be a definite “yes.” According to tests conducted yes.” ” at twelve Tucson, Arizona hotels by Dr. Charles Gerba, a microbiologist at the University of Arizona, the pricier the room, the fewer bacteria were found. In fact, he concluded that there was a “statistically significant” relationship between a room’s price and cleanliness and noted that this cleanliness helps contribute to both guest satisfaction and the success of these pricier hotel properties. Does Price Equal Quality? Daily vacuuming in any facility assists in eliminating odors and creates a cleaner environment for guests. poration asked 618 adults, all of whom had visited a hotel guest room in the past year, how they gauge the cleanliness of a hotel room. Three-quarters indicated it was the appearance of the bathroom. The study also found that 84 percent of the adults inspected the bathroom within 15 minutes of checking into the room—evaluating its appearance and supplies. Because they are so important to customers, special care must be applied to bathrooms. Mold and mildew must be removed. Sinks, the tub, bathroom tile, and fixtures must literally shine to keep guests happy. Usually this is accomplished by using high-quality cleaning products, conventional or Green, and using them properly. 2. Carpets: Spots or soil on a carpet may get minimal notice in an office or a retail store, but in a guest room, they can become a focal point of the room. Fortunately, the latest generation of low-moisture carpet extractors can effectively clean carpets, removing deep-down soils, and since less moisture is used, the carpets dry quickly. In many situations, carpets can dry in as little as 30 minutes to four hours, making the room available for guests the same day. This is also considered a “Greener” way to maintain carpets. 3. Odors: In the Opinion Research survey mentioned earlier, the researchers also asked what bothered the guests most about a hotel room. Again a “dirty” bathroom was at the top of the list, but coming in a close second was odors. Malodors in any facility are almost always interpreted as a sign of poor housekeeping. Malodors should be eliminated and not just covered up. Effective cleaning of the bathroom and carpets can help eliminate room odors. Daily vacuuming is also a vital step towards ensuring a fresh smelling room. Additionally, the vacuum cleaner can play a significant role in odor control. An advanced vacuum cleaner will have a multi-level air filtration system to help trap dust and contaminants so that they are not released into the air when vacuuming. Beyond Guest Rooms Practical Cleaning This does not mean that hotel or other facility owners should charge more for their guest rooms or services so that customers “think” their facilities are cleaner. Nor does it mean they must charge more so that owners can pay cleaners to spend more time and use more costly cleaning equipment to maintain the buildings. Instead, effective cleaning comes down to some simple, but very important cleaning practicalities. These involve primarily the bathroom, the carpets, and odor. 1. Bathrooms: A survey conducted by Opinion Research Cor- In recent years, customer perception has greatly influenced customer satisfaction. Regardless of the facility type, managers and owners should offer incentives to employees in order to achieve optimal performance. Cleanliness is an important factor to customers and nothing beats a sparkling bathroom, floors that shine, deepcleaned carpets, and a fresh-smelling facility. Proper cleaning tells customers that you value their business. W Mike Nelson is Vice President of Marketing for Pro-Link, a leading jan/san focused group-purchasing distribution association, based in Canton, MA. Learn more by visiting the company Web site, www.prolinkhq.com. 0 Executive Housekeeping Today/May 2008 http://www.prolinkhq.com

Table of Contents Feed for the Digital Edition of Executive Housekeeping Today - May 2008

Executive Housekeeping Today - May 2008 Contents Executive Corner From Ivory Halls to Four-Star Resorts The Ten-Dollar Test Toward Customer Satisfaction Frugal Housekeeper How Green is Your Laundry Not All Microfiber is Created Equal Feature Article - I.E.H.A. Investigates: Issues in Hotel Housekeeping 2008 Candidate Information IHW Product Information The Green Scene 2008 Convention Information Product Highlights Inside the Industry New Members Joint IEHA/ISSA Members CEH/REH Members Advertisers' Index Calendar of Events Inside I.E.H.A. What I.E.H.A. Has Done For Me

Executive Housekeeping Today - May 2008

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