Your housekeeping team members are the first line of support for your hotel guests, and their interactions can go a long way in providing an excellent guest experience. Providing ongoing training for housekeeping staff imbues in them a sense of value and ownership over the guest experience. The obvious benefit of creating a more satisfying guest experience is equal to the added benefit of having a happier staff.
1. Limit staff turnover
When staff members are happy they are less likely to leave their jobs and go somewhere else. That kind of turnover can be monumentally expensive if you include the added costs of advertising for jobs, onboarding new employees, and the potential of paying employees overtime while the vacant position remains open.
All in all, keeping good employees is as much a good financial decision as it is a benefit to the culture. A great way to keep good employees around is to invest in their training to ensure that they feel like a valued member of your team.
2. Mission-driven staff
You already spend time and money training your front desk staff on the mission and values of your organization. This is obviously a wise decision and you can see immediate results from this investment. So, why not train your whole staff this way? The more people on your staff who are motivated and engaged in your company's culture, the more that culture will spread and grow. Ongoing customer service training for all employees will make your team stronger and more effective.
3. Better guest experience
At the end of the day, your primary objective is to provide the best experience that you can for your guests. What better way to achieve this than to be sure that every person with whom they come in contact receives specific and thorough customer service training. Your guests will be satisfied and they will join in as disciples of your customer service focused culture.
Good customer service is the ultimate goal in the hospitality industry, but you may not always think of the importance of providing ongoing training to all team members. It is easy to think that managers, the people at the front desk, or those tending bar are the primary agents of customer service in your hotel, but it’s the housekeepers who are engaging with your guests during the quiet moments in the hallways, and who are entering your guests' rooms each day.
The investment of time and money to provide ongoing customer service training for your housekeeping staff will make a world of difference in your hotel. Contact us today for more information on how we can help you put the right people in the right jobs within your hotel.