At The Service Companies, we partner with many brands to elevate hotel housekeeping management at our client’s properties. While service cultures and standards differ across them, all of our clients share a similar desire to wow, delight, and add value through personalized touches that create unforgettable guest experiences.
Our housekeeping leaders prioritize customer service training as a regular practice. It is crucial to share ideas and best practices with associates, empowering them with the confidence and tools to create memorable experiences for their property and guests. Here are some best practices we recommend:
Learn to Read Cues
Observing and learning about the guests staying in the room can help you make a positive impact during their visit. Take note of their preferences and habits, such as:
- Are they a coffee or tea drinker?
- Do they prefer regular or decaf?
- Does the VIP guest enjoy red or white wine, diet or regular soda, ales or lagers?
Act on Those Cues
Once you’re aware of their preferences, encourage your associates to provide thoughtful extras during service. Guests will take notice and appreciate their attentiveness.
- Have their favorite beverage in a fresh bucket of ice waiting for them.
- Put out extra bottles of water if the guest is a runner or utilizes the fitness center.
- Provide extra tissues and/or tea service if you notice your guest is feeling under the weather.
- Bring reading material such as a magazine or newspaper in the afternoon or evening before checkout so they can take it along.
- If you see a guest leaving after their stay, wish them a safe trip and let them know you look forward to their return. This will make them feel like family, not just an occupant of a room.
Little Differences, Big Impact
One drawback of travel is not having all the conveniences of home during a hectic business trip or jam-packed vacation schedule. Implementing thoughtful extras takes some of the planning and thinking off the guest’s plate, creating more of those memorable experiences that will make your guests eager to return.
Learn more about our fully managed service offering on our website.
