Executive Housekeeping Today - July 2008 - (Page 2)

executive corner In the current marketplace and before putting a contingency plan with the many challenges busi- in place. nesses face today, it is important Even businesses that are deemed not to overlook one of our great- well-organized must take a second est tools used in capturing and look at their current policies and maintaining long-lasting, working procedures in regards to customer relationships—excellent service. service. A committed effort must Whether it be guests, clients, ven- be made to meet the ever-changdors, or associates, all ing needs of the clients. areas need equal atChange is necessary to tention. survive. Hard work, sincere Take the time and customer service, the make the effort to plan willingness to be ina solid course of action, novative in your ideas, and require commitment and thinking outside from all levels of your the box to meet and operation. Make sure exceed the needs that it is easily of your market Debra Archbald, C.E.H. understood by all are all attributes who are required associated with a to participate. If FID Director successful operanecessary, provide tion. Having a positive attitude and assistance to those with language holding staff members accountable barriers. Once the tools are given for resolving issues presented to and the standards are set, the next them in a quick and efficient man- step is to consistently benchmark, ner may mean the loss or retention by checking progress and underof a customer. In today’s business standing. The thread of consistent, world, one cannot put a price on high-level customer service runs “the personal touch” or “excellent through all successful organicommunication.” The goal should zations. You can also research be to keep your long-term clients guidelines from other companies returning to your property to seek and agencies to confirm that your the goods and services you have service levels are maintained at to offer. the highest status. Treating your clients with digAnother fact to note is that businity and respect and telling them ness travelers are now becoming the truth is a good starting point on younger and the leisure customer which to build. Maintaining loyalty older. Both areas, however, are and lasting working relationships looking for a place that feels like takes a committed effort from all home and expect to be treated staff. in that manner. The goal should In our industry, longevity is be: Nothing is too difficult to properhaps the key to maintaining vide, and all needs are met and standards—and customers. It is exceeded. Yesteryear standards well-known that it costs five times of service will no longer sustain more to capture a new guest than us through the coming times. We to maintain the lasting one. You need to reevaluate, reorganize, and cannot wait for adversity to hit recommit to a higher level. i Service Excellence Compass and Encompass INTERNATIONAL EXECUTIVE HOUSEKEEPERS ASSOCIATION, INC. TM The official publication of the International Executive Housekeepers Association, Inc. MAGAZINE STAFF Beth B. Risinger, Publisher Laura M. DiGiulio, Editor Barb Burgie, Advertising Sales I.E.H.A. Toll-free voice: (800) 200-6342 00 Eastwind Dr., Suite 30 Westerville, Ohio 4308-336 Voice: (64) 895-766 Fax: (64) 895-248 E-mail: excel@ieha.org Internet: www.ieha.org TECHNICAL ADVISORY COMMITTEE Andrew Bales, C.E.H. Mason General Hospital P.O. Box 1668 Shelton, WA 98584 (360) 427-3638 abales@masongeneral.com Jimmie Green Savannah/Hilton Head Airport 640 Gulfstream Rd. Savannah, GA 31408 (912) 964-0514 jgreen@savannahairport.com Patty Kawaoka Mirimar at Waikiki Hotel 1816 10th Ave. Honolulu, HI 96816 (808) 926-8550 Pkawaoka@miramarwaikiki.com Christopher Kopach University of Arizona 1730 North Vine Tucson, AZ 85719 (520) 626-4919 kopachc@fm.arizona.edu Sue Vrenna, C.E.H. St. Vincent Health Center 232 W. 25th St. Erie. PA 16544 (814) 452-5714 svrenna@svhs.org Audited By: W 2 Executive Housekeeping Today/July 2008 http://www.ieha.org http://www.ieha.org

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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