The invisibility of good hotel housekeeping

Because it’s mostly carried out, metaphorically speaking, ‘behind the curtains’, housekeeping in a hotel essentially comes down to being an invisible task, and if a guest cannot detect any flaws in the condition of the room or service, then it is safe to say the hotel housekeeper has got it right.

Receptionist are trained to handover the room key to guests by saying “here’s the key to your room” or something similar. In a way, housekeeping is about making a guest feel like they’re checking into a room that’s being stayed in for the very first time - it’s ‘their’ room.

Unfortunately, we’ve all stayed at some time or another, in a hotel where ‘our’ room… was left in a less than desirable state. Low cleanliness levels in areas such as high ceilings and under the bed; inappropriate vacuuming of carpets/mats, Hair strands left lying around on the floor and the bathrooms are some of the things guests encounter. Surfaces need to be kept clean.

These visible signs that a room has been insufficiently cleaned are easily avoided with proper training - covering the basic principles of good housekeeping, attention to detail and sharp supervision. Furthermore, housekeeping should focus on three principles: preparation, prioritization and sustainability. When employees of the housekeeping division report for work, they should be able to access their tasks and immediately get to work with the proper tools at hand.

Good hotel room housekeeping priorities include efficient techniques combining time and motion, which when applied properly can improve not only cleanliness but also productivity. Here are some basic examples, among many others:

• Cleaning each room in a circular pattern, starting to the right of the door, going around the room and then going back out.
• Turning on all the lights and other electrical / electronic items to make sure everything is working, if something is not working, report it so that it can attended to whilst and before room cleaning is completed.
• Beginning by dusting all above-floor surfaces (top-to-bottom), because this dislodges dust that eventually falls onto the floors – which should only then be vacuumed.
• Vacuuming the bathroom floor before any wet cleaning prevents hair from sticking to the surface. 
• Using lint rollers or brushes for fast removal of hair from the bathroom floor before cleaning and from linens before laundering. 
• Cleaning the bathroom first. I.e. spray the bathroom with disinfectant. Allow time for cleaning agents to work. Meanwhile, strip the room of any linen and trash, working counterclockwise, finishing with the bathroom.
• Use microfiber cloths, applying the cleaning product on them before wiping surfaces down. 

Proper care of furniture, fixtures and fittings can sustain the longevity of valuable hotel assets. Sofas and comfort chairs should not be too close to the curtains. Always leave a bit of air between the sofas and the windows behind them. Don’t place chairs right against the wall – especially at the corners of walls – chairs pushed right back can damage the wall as well as the furniture itself. Leave a bit of space around it. If there is a coffee table in the room, guests must be able to sit on a sofa and put a glass down without having to drag the table or sofa closer to each other. This can damage the carpeting (if placed), or cause damage to the legs of the furniture if done hastily / carelessly. If you place a floor lamp, it should be near a chair so that the guest can read in that chair rather than have to drag either the chair or the lamp close to each other. Mishandling can result in breakage.

The COVID-19 pandemic disrupted the entire hotel industry and hotel housekeeping was no exception – coming under the microscope where hygiene and safety ascended to be the acme of cleanliness. Although the world has returned to some degree of normality, housekeeping departments have to recognise which changes in customer behaviour were temporary and only relevant at the height of the pandemic, and which changes are here for good.

In general, the extra focus on hygiene, cleanliness and the fight against transmitting germs is likely to stay.

Ah yes, one more thought … the ‘knock and enter’ vs. the ‘knock and pause’ action has to be heavily in favour of the latter deed – for obvious reasons!

Ilzaf Keefahs - is a freelance writer who enjoys focusing on hospitality related matters that he is passionate about, and likes to share his views with hoteliers and customers alike. He delves into the heart of hospitality to figure out both customer service and consumer trends that impact the industry.

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