How to Go from Hotel Housekeeping Woes to Housekeeping Wows - Get Great Guest Reviews
The Art of Housekeeping owner, Lonny Wolfe returns to our podcast with powerful words of advice for hoteliers challenged with mixed reviews due to housekeeping issues.
Just as COVID-19 increased the need to inspire trust with travelers on our cleanliness and hygiene practices, the industry was thrown into a second crisis- how to hire and retain sufficient housekeeping staff. While many brands and hospitality associations have worked diligently to provide hotels with guidance, the volume of mixed reviews and poor reviews indicate that on-property leadership and their teams are still struggling to achieve cleanliness levels that guests consider essential.
The world may refer to “The Great Resignation”, but in the case of our industry, it was simply a lack of desire to return back to hospitality housekeeping work the way it currently exists. Even when the enhanced federal unemployment support ended, hotels were disappointed that their teams still failed to return in full force to hotels. Many left for less taxing higher-paid jobs with more benefits, fewer hours, better schedules, and a better work-life balance.
There has been a lot of discussion about the need to enhance the employee experience in the industry, but it makes one wonder why it takes a pandemic to make many of us in the industry start think about treating our teams with the same care and compassion we want them to give to our guests.
The Hospitality Industry recently celebrated Housekeeping Week, a time when hotel leadership takes the time to show extra appreciation for our hard-working housekeeping teams, but the time has come to show appreciation to all our staff every day.
Lonny Wolfe, Owner of the new company, The Art of Hospitality, is a former GM who is a shining example of how you can challenge your team every day, set the highest standards and expectations of excellence, and keep a loyal, engaged, high-performance team who stayed with the hotel year after year. The 3-Star hotel was one of the highest-guest rated hotels in Florida, thanks to an unwavering flow of five-star reviews, even throughout the crisis.
We discussed:
Being humble, while setting high expectations
How to inspire your team
How to prepare your team for a victorious day every day
How to cool down an agitated guest
How to build trust with your guests
Creating moments and earning memories
I hope you enjoy this conversation as Lonny shows hotels how to create employee and guest loyalty, starting with the hardest working people on any property, the housekeeping team.
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Connect with Adele:
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⭐Podcast: https://pod.co/hospitality-reputation-marketing
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If you wish to inspire five stars on your guest, customer, or patient reviews, this is the podcast for you. You will find inspiration from a variety of experts including those who have actually led the industry by achieving astonishing results.
Adele Gutman Milne is the foremost authority on hospitality reputation marketing having created a Five Star Review System that helped her hotels achieve the highest level of guest satisfaction in the industry.
Adele Gutman has been honored as one of the Top 25 Extraordinary Minds in Sales & Marketing and Revenue by the Hospitality Sales and Marketing Association International for achieving exceptional results, driving revenue through Guest Experience and Reputation Optimization.
As the Vice President of the Library Hotel Collection, the small chain raised the bar and achieved the #1 highest guest satisfaction rating of any luxury hotel brand in the world, receiving a 96.1% GRI (Global Review Index-by ReviewPro) a survey of over 2.7 million annual online reviews.
Now, Adele is available to helping hoteliers, healthcare professionals, and all service industries implement the award-winning Five Star Review System she developed over decades in hospitality.
www.adelegutman.com