Executive Housekeeping Today - July 2008 - (Page 15)

feature facility. “Quality service to me means no guest complaints. Cleanliness is like pregnancy—you can’t be half pregnant—the room is either clean or it’s dirty. Attention to detail is very important,” says Darby. As the general manager for several hotels during his lifetime, Darby has strict rules when it comes to training employees and striving for consistent cleanliness. For every strand of hair he finds in the bathroom or on the bed sheets during his routine inspections, his staff member will be fined $1 per hair, and it is salary deducted. In addition, as the “parents” of the staff members, the floor supervisor is fined $2 per hair and the executive housekeeper $4 per hair, even if it is their day off. In addition, for every drop of feces or urine he finds on the toilet seat, his staff member will be fined $10, the floor supervisor $50, and the executive housekeeper $100. “My staff members are given the same checklist for cleaning a guest room that I have. Since they are not performing the tasks assigned, they need to give back to the company the wages for a less than perfectly cleaned room,” says Darby. “Those housekeepers that perform well will be rewarded for their perfectly cleaned rooms. Since it is stated in the employee training manual, everyone knows before hand what the penalty fees will be. If you don’t want to pay the fine, you have the option of graciously resigning.” Although this may seem extreme, it works in doing the job correctly, consistently, and effectively—and in keeping guests coming back. And, in order for it to work, you must find staff members who are right for the job—and willing to go to these extremes of cleanliness. “Just as companies research their customers, it is equally important to research the people we hire,” says Henning. “Anyone can be trained to do a job, but attitude and the aspiration to serve comes from within. Detail-oriented, cheerful, gracious, sincere people are the key ingredients that make tq_exhouse3_4.5x7.5_6908:TQ-Husky service delivery stand out. Do not hire a ‘body’ to fill a position—hire article someone that is extraordinary and will bring the type of service you wish to provide!” Beyond just hiring the right person, you must make sure that they understand their duties and where they fit in the team. 4.5x7.5 3_06 sure you 11:24 AM Page 1 “Making 6/17/08 have the (continued on next page) Health Care • Hotels Long-Term Care and Many More • Linen Transport Carts In-House, Outdoor and Round Tripper • EVS Collection Carts Waste, Biohazardous and Recycling • Hotel Housekeeping and Linen Transport Carts Large and Small Sizes Available and Custom Applications L Series C-Cell Carts that Lead the Pack in Every Situation! Hotel Room Carts Wire Shelving Carts Husky Covers EVS Collection and Bulk Carts View our complete line of carts and covers at: www.tqind.com 866-884-CART (2278) Toll Free TQ Industries, Sequin, TX 78155 email: sales@tqind.com TECNI-QUIP July 2008/Executive Housekeeping Today 5 http://www.tqind.com

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

Executive Housekeeping Today - July 2008 Contents Executive Corner Inspecting a Different Way Quality in the 21st Century Frugal Housekeeper How Eliminating Nuisance Animals Can Increase Quality Healthcare Goes Green Feature Article IHW Product Information The Green Scene 2008 Call to Convention 2008 Convention Information Inside the Industry Product Highlights 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 - July 2008

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