Today's Hotelier - March 2018 - 29

 11.5-MINUTE READING TIME

New technology can make a
difference in employee engagement
and help you realize financial
returns far in excess of added costs.
by LARRY MOGELONSKY, MBA, P.ENG.

T

HE HIGHLY COMPETITIVE HOTEL LANDSCAPE AT PRESENT HAS
forced us to reexamine our operations to not only look for added
efficiencies but also to see what we can do better. The overwhelming consensus is one of getting back to basics - that hospitality
is and will always be a people business. Hence, improving our
human capital will in turn have manifold benefits, both direct via
improved productivity, for example, as well as indirect through,
say, heightened guest satisfaction.
Nowhere is this reinvestment in our own associates and managers more necessary
than for our housekeepers and other related departments, because they account for
the most payroll-by-man hours. Further, these room attendants, maids, public area
custodians and other back-of-house staffers endure workplace hazards that are far
removed from other roles. As such, professional development for these team members will generate significant cost savings from a variety of underlying rationales.
Key to this pursuit is the deployment of new technologies that can streamline
processes and provide the necessary continuing education to keep your team motivated and fully able to handle all responsibilities. Of course, because housekeeping is
such a labor-intensive job, the department has been somewhat resistant to change.
However, that's no longer the case. But before we dive into solutions, let's analyze
the causes so that you have a broad understanding of what afflicts housekeepers.

A CONFLUENCE OF CHALLENGES
The housekeeping department is confronted by a series of issues stemming from
both the need for management to heighten efficiencies and an individual employee's
desire for better working conditions. Because the customer is always right, understanding how the modern traveler judges the efforts of your housekeepers gives
us a good perspective by which to decide what course of action you might take to
improve internal processes.
First is the risk of unclean rooms tarnishing a hotel's reputation on social media
or review websites. All it takes here is one miniscule error to cause sizeable damage. Unlike the star or diamond rating systems where all aspects of a property are
fairly weighted, guest reviews are more likely to be based on emotional whims. For
example, a stained towel or frayed rug can yield the lowest score on TripAdvisor -
one star out of five - with no mention of any other perceived flaws. With third-party
travel websites playing such a prominent role during the research phase of the
purchasing funnel, it's this customer volatility and peril of negative reviews from
housekeeping slips that should make any manager or owner only ever accept flawlessly clean rooms at all times.
Second is the desire for 24-hour room readiness. In stride with the diversification
of the accommodations industry, airlines have likewise expanded. A host of budget
carriers now offer unconventional routes with even more unusual departure and
arrival times. The expectation for hotels has in turn shifted where the standard 3
p.m. check-in time is often deemed unacceptable for those reaching the property
slightly earlier. To manage such demands means constantly updated room priority
lists and being able to work under tighter deadlines.
TODAYSHOTELIER.COM | MARCH 2018 | 29


http://www.TODAYSHOTELIER.COM

Table of Contents for the Digital Edition of Today's Hotelier - March 2018

Letter From the Chairman
Letter From the President & CEO
#AAHOACON18 Spotlight
Government Affairs & Advocacy
The C-Suite
Common Ground
Elevate Yourself to a Higher Role in the Industry
Next-Level Housekeeping via Technology
Mentoring Matters
Small Business
Finance
Marketing
Technology
Compliance & Legal
Leadership
Guest Experience
Aahoa Founding Members
Classifieds
Advertiser Index
Back of the House
Today's Hotelier - March 2018 - Intro
Today's Hotelier - March 2018 - cover1
Today's Hotelier - March 2018 - cover2
Today's Hotelier - March 2018 - 3
Today's Hotelier - March 2018 - 4
Today's Hotelier - March 2018 - 5
Today's Hotelier - March 2018 - 6
Today's Hotelier - March 2018 - 7
Today's Hotelier - March 2018 - 8
Today's Hotelier - March 2018 - 9
Today's Hotelier - March 2018 - Letter From the Chairman
Today's Hotelier - March 2018 - 11
Today's Hotelier - March 2018 - Letter From the President & CEO
Today's Hotelier - March 2018 - 13
Today's Hotelier - March 2018 - #AAHOACON18 Spotlight
Today's Hotelier - March 2018 - 15
Today's Hotelier - March 2018 - 16
Today's Hotelier - March 2018 - 17
Today's Hotelier - March 2018 - Government Affairs & Advocacy
Today's Hotelier - March 2018 - 19
Today's Hotelier - March 2018 - The C-Suite
Today's Hotelier - March 2018 - 21
Today's Hotelier - March 2018 - Common Ground
Today's Hotelier - March 2018 - 23
Today's Hotelier - March 2018 - Elevate Yourself to a Higher Role in the Industry
Today's Hotelier - March 2018 - 25
Today's Hotelier - March 2018 - 26
Today's Hotelier - March 2018 - 27
Today's Hotelier - March 2018 - Next-Level Housekeeping via Technology
Today's Hotelier - March 2018 - 29
Today's Hotelier - March 2018 - 30
Today's Hotelier - March 2018 - 31
Today's Hotelier - March 2018 - Mentoring Matters
Today's Hotelier - March 2018 - 33
Today's Hotelier - March 2018 - 34
Today's Hotelier - March 2018 - 35
Today's Hotelier - March 2018 - Small Business
Today's Hotelier - March 2018 - 37
Today's Hotelier - March 2018 - Finance
Today's Hotelier - March 2018 - 39
Today's Hotelier - March 2018 - Marketing
Today's Hotelier - March 2018 - 41
Today's Hotelier - March 2018 - Technology
Today's Hotelier - March 2018 - 43
Today's Hotelier - March 2018 - Compliance & Legal
Today's Hotelier - March 2018 - 45
Today's Hotelier - March 2018 - Leadership
Today's Hotelier - March 2018 - 47
Today's Hotelier - March 2018 - 48
Today's Hotelier - March 2018 - 49
Today's Hotelier - March 2018 - Guest Experience
Today's Hotelier - March 2018 - 51
Today's Hotelier - March 2018 - 52
Today's Hotelier - March 2018 - 53
Today's Hotelier - March 2018 - Aahoa Founding Members
Today's Hotelier - March 2018 - 55
Today's Hotelier - March 2018 - Classifieds
Today's Hotelier - March 2018 - 57
Today's Hotelier - March 2018 - 58
Today's Hotelier - March 2018 - 59
Today's Hotelier - March 2018 - 60
Today's Hotelier - March 2018 - 61
Today's Hotelier - March 2018 - 62
Today's Hotelier - March 2018 - Advertiser Index
Today's Hotelier - March 2018 - 64
Today's Hotelier - March 2018 - Back of the House
Today's Hotelier - March 2018 - 66
Today's Hotelier - March 2018 - cover3
Today's Hotelier - March 2018 - cover4
https://www.nxtbook.com/naylor/AAHOM/AAHOM0518
https://www.nxtbook.com/naylor/AAHOM/AAHOM0418
https://www.nxtbook.com/naylor/AAHOM/AAHOM0318
https://www.nxtbook.com/naylor/AAHOM/AAHOM0218
https://www.nxtbook.com/naylor/AAHOM/AAHOM0118
https://www.nxtbook.com/naylor/AAHOM/AAHOM1217
https://www.nxtbook.com/naylor/AAHOM/AAHOM1117
https://www.nxtbook.com/naylor/AAHOM/AAHOM1017
https://www.nxtbook.com/naylor/AAHOM/AAHOM0917
https://www.nxtbook.com/naylor/AAHOM/AAHOM0817
https://www.nxtbook.com/naylor/AAHOM/AAHOM0717
https://www.nxtbook.com/naylor/AAHOM/AAHOM0617
https://www.nxtbook.com/naylor/AAHOM/AAHOM0517
https://www.nxtbook.com/naylor/AAHOM/AAHOM0417
https://www.nxtbook.com/naylor/AAHOM/AAHOM0317
https://www.nxtbook.com/naylor/AAHOM/AAHOM0217
https://www.nxtbook.com/naylor/AAHOM/AAHOM0117
https://www.nxtbook.com/naylor/AAHOM/AAHOM1216
https://www.nxtbook.com/naylor/AAHOM/AAHOM1116
https://www.nxtbook.com/naylor/AAHOM/AAHOM1016
https://www.nxtbook.com/naylor/AAHOM/AAHOM0916
https://www.nxtbook.com/naylor/AAHOM/AAHOM0816
https://www.nxtbook.com/naylor/AAHOM/AAHOM0716
https://www.nxtbook.com/naylor/AAHOM/AAHOM0616
https://www.nxtbook.com/naylor/AAHOM/AAHOM0516
https://www.nxtbook.com/naylor/AAHOM/AAHOM0416
https://www.nxtbookmedia.com