How to Hire & Retain Happy Housekeepers (10 rules)
By Wm. May
Published: 01/28/14 Topics: Property Management, Vacation Rental Association, Vacation Rentals, WAVRMA Comments: 0
Servers at restaurants, both fancy and plain, demand tips. The valet who parks your car puts his hand out. Even your neighborhood Starbucks barista wants money for making up your fancy café mocha, skinny, double cup, with foam.
In Lodging many guests simply do not know they need to tip those hard working housekeepers who slip in and out of their rooms while they sit comfortably in the dining room, paying too much for dinner, and giving the smiling cheerful waiter a big tip for being so attentive.
Recent anecdotal responses indicate that tipping in Vacation Rentals occurs less often in hotels. That is a disrespectful situation that must change.
Industry research consistently points to lack of cleanliness as the most common complaint of travelers. Everyone wants a good clean place to stay. But some guests are even reluctant to stay in a vacation rental for fear it is not sparkling clean.
It is time to prove them wrong.
Those who clean bathrooms, scrub kitchens and scour barbecues deserve the highest respect not the lowest. It is hard work and under appreciated.
By comparison, being a corporate executive is a piece of cake. Those big wigs must even "Carve out" time everyday to go to the gym for the workout they do not get at work.
Housekeepers don't need a trip to the gym. They get down on hands and knees scrubbing floors, they climb ladders to clean or change light bulbs and they tote tons of trash out of homes.
Rent By Owners
Vacation rental rent-by-owners complain they can not find housekeepers, or good ones, can't keep them, or lose them often with little notice. That is because amateur owners base their hiring and retention methods on personal observations instead of empirical knowledge.
There are secrets to finding and keeping most any kind of employee, but they are especially clear and unavoidable for housekeepers and other workers who do societies dirty work.
Some vacation rental managers make the same complaints, but often they are new to the industry or have an over-blown sense of their own importance, while avoiding the hard work of personally cleaning homes.
Walking a mile in a housekeepers shoes is the only way to understand how difficult and deadline driven the work can be, and why those housekeeper shoes are often worn and tattered.
Luckily, most vacation rental managers eventually discover the secrets to finding and keeping the kind of loyal, industrious and committed workers who are willing to clean toilets and do other unglamorous work.
10 Iron Clad Rules
To find and keep top-quality people, who serve your guests well and do so with a smile on their faces it is necessary to follow some iron-clad rules.
PAY - Stop scrimping and pay people well. Pay them based on the hours cleans take and not on your budget, which is often far too little, and seldom accounts for differences in how guests leave a home.
SCHEDULING - Arrange cleaning dates as far in advance as possible. Provide online tools so workers can see where they are to be and when. Adjust schedules to accommodate second jobs, day-care, etc.
FULL TIME - Don't hire more people than you need. There will be employees who prefer part-time work but most want to get a full week's pay or close to it.
WEEKLY PAY - Pay your staff weekly, do it direct-deposit and never miss a payroll deadline, even by a few minutes. Everyone needs to get paid. They have bills to pay.
TIPS - Put out cute and subtle time envelopes, signed by the cleaner that just so happen to mention tipping. Guest actually like to reward those who serve them. Unlike restaurants, lodging guests need a reminder. This can increase pay 24 to 30% making housekeepers beam.
STANDARDS - Write clear concise cleaning "Hospitality" standards. Do not demand "Hospital" standards because they are not necessary or economically feasible. If you don't know the difference, someone else in your organization needs to be the inspector.
TRAINING - Require even experienced housekeepers to work along side current staff to learn the ropes of each home. Use checklists. Train, re-train and train again. Inspect work. Provide pleasant feedback.
HONESTY - Only hold housekeepers to a standard you could attain. To prove it - clean multiple houses in one day, and invite the housekeepers to inspect your work. Then do it for a week.
BE KIND - Cleaning small simple hotel rooms is far easier than scrubbing large personal homes that can have owner possessions, far more furniture and utensils and even peculiar outfitting.
RESPECT - Every housekeeper must be treated with the utmost respect. Never raise your voice. Never complain, Never insinuate.
This is the most often violated rule, but the most important one. Never fall victim to your feeling of superiority.
BONUS TIP - Believe every word housekeepers tell you. If a home needs deep cleaning - believe them, If a house needs extra cleaning after an owner says they cleaned it - believe them. If the vacuum cleaner needs to be replaced - believe them
Anything less disrespects the challenging labor to they do for you so reliably.
Not all new hires will be good housekeepers. Not all will achieve hospitality standards. Not all will remain employees for years to come. But converting your thinking to these iron clad rules will insure you achieve the following:
- High Quality Hospitality Cleaning.
- Happy guests and property owners.
- Respect from wonderful housekeepers
- Personal satisfaction in knowing you treated people well.
Author: Wm. May – Volunteer, Vacation Rental Association
Blog #: 0338 – 01/28/14
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