Executive Housekeeping Today - February 2009 - (Page 3)

Putting a Stop to Restroom Complaints A few years ago, a poll of 618 hotel guests was released. According to the survey, upon entering a hotel guest room, 55 percent of guests examined the bathroom as soon as they entered, and within 15 minutes, 84 percent inspected the bathroom and checked that it had facial tissues, toilet paper, and other supplies. These results should not be surprising for hotel housekeepers and other cleaning professionals. Bathrooms are image centers, and the perception of guests is that the cleanliness of the bathroom is a reflection of the cleanliness of the entire facility. If they are clean, shiny, and well-stocked, the guest is happy, but a negative bathroom experience—dirty surfaces, broken fixtures, empty dispensers, and lingering odors—all make a hotel guest want to turn around and run away. Unfortunately, guests often run directly to the front desk to complain. Restrooms have a nasty habit of being “complaint central” in all types of facilities, including hotel properties. There are many steps we can take to mitigate this and end the complaints. However, we want to clean restrooms not only so that they are pleasant to the eye and to use, but also so that they are healthy. Fortunately, the two often go hand in hand. a by Rich Parillo Vegas hotels participated in different contests—such as vacuuming and bed making—and although proficiency was judged, a great deal of emphasis was placed on performing a specific task correctly in the shortest amount of time. While the IEHA Housekeeping Olympics was lots of fun and games, in the real world of guest room cleaning, proper processes and procedures and a restroom cleaning system are called for. Once these are in place, speed will follow. Some key points of a restroom cleaning system include: • Training: We hear the word “training” repeatedly in the cleaning industry, and there is a very simple reason for this. Proper training is the key to all cleaning and, specifically, to cleaning restrooms effectively. Additionally, proper training usually turns cleaning into a step-by-step process so that housekeepers know exactly what task to perform, when, and how. This makes it less likely for them to make mistakes—and more likely to clean more effectively. • Mapping the room: Professional cleaners know that bathrooms are cleaned from ceiling to floor and from the furthest point in a room to the exit. Mirrors on the wall should always be cleaned before the counters, fixtures, sinks, and other items below. Order improves efficiency and ensures that the cleaning tasks performed in one section of the restroom do not mar surfaces in another. • Using the right chemicals: Housekeepers should always know exactly what kind of cleaning chemicals they are using, how to Professional cleaners know that mirrors on the wall should always be cleaned before the counters, fixtures, sinks, and other items below. mix and use them safely, and what to do in case of a chemical accident. Using the wrong chemical on the wrong surface is not uncommon, but must be prevented. Further, for safety, Material Safety Data Sheets (MSDS) and other information on all chemicals used should be readily available. • Employing a color-coded system: Hospitals began using color-coded systems in their cleaning operations many years ago, and now many other facilities, including hotel properties, are doing so as well. Certain colored microfiber products, for instance, can be designated for use with certain chemicals. Studies have found that using a color-coded system helps clarify use and application. It also helps maintain standards and consistency in cleaning. • Technology: In the world of Green cleaning, an emphasis has been placed on not only keeping the environment safe and healthy, but also protecting the employee. As a result, new “hands-free” systems have emerged that allow housekeepers to work quicker and safer, while at the same time improving the overall sanitation of the restroom. (continued on next page) The Restroom Cleaning System At the 2008 ISSA/INTERCLEAN®—North America trade show in Las Vegas, NV, one of the high points of the event was the IEHA Housekeeping Olympics. Contestants from 17 different Las February 2009/Executive Housekeeping Today 3

Table of Contents Feed for the Digital Edition of Executive Housekeeping Today - February 2009

Executive Housekeeping Today - February 2009 Contents Executive Corner Putting a Stop to Restroom Complaints Clean Soap Dispensers are Good for Business Frugal Housekeeper Executive Profile Spartan Scholarship Award Winner USGBC Tip The Green Scene 2008 IEHA Audit Report The Un-Comfort Zone with Robert Wilson 2009 Salary Survey Inside the Industry Product Highlights New Members Joint IEHA/ISSA Members Advertisers’ Index Calendar of Events Inside IEHA What IEHA Has Done For Me

Executive Housekeeping Today - February 2009

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.