Keep it clean with outsourced housekeeping
71 percent of guests only consider hotels with ‘above average’ cleanliness ratings
Before booking their holiday, 60 percent of guests will specifically research hotel reviews on sites like TripAdvisor. A whopping 71 percent of guests only consider hotels with ‘above average’ cleanliness ratings.
This means the cleanliness of all aspects of the guest room, including bathrooms, bedsheets, towels and common areas all play an important role in customer experience regardless of the property size, brand or location.
Hotel lobbies and communal areas must also be cleaned regularly to prevent bacteria build-up on these visible and high-contact areas and to ensure you make a good first impression.
Training and supporting housekeeping staff, though, to meet the wide-ranging demands of their job across all areas can be time-consuming and take management away from other departments.
For this reason, outsourcing has become a strategic choice for many accommodation providers. Companies that specialise in outsourcing housekeeping offer structured training programs and rigorous quality checks, to ensure their staff consistently deliver exceptional service.
Some housekeeping tasks can be outsourced to technology to enhance operational efficiency and streamline processes. Mobile apps or in-room digital compendiums can alert housekeeping staff when a task needs attending to, and task statuses can be updated on the go.
Outsourcing options
Justin Jones from ahs hospitality said the outsourcing models have become more flexible in the past few years.
“Outsourced housekeeping has three pillars of service: full service, hybrid service and labour hire,” he explained. “Each of these pillars come with the option to include items such as equipment, cleaning materials, consumables, chemicals, uniforms, and people management.”
Mr Jones stressed that all parties must be on the same page.
“It is important for both hotel and supplier to have a defined set of KPIs and that guest cleanliness scores, quality reviews and audits are conducted regularly and in collaboration to understand how to deliver the best outcomes for guests,” Mr Jones explained.
“Cleanliness can be subjective, however understanding the voice of the guests and monitoring their feedback allows for continual improvement in service delivery.”
Outsourcing can also benefit the budget by reducing overhead costs associated with recruiting, training, and managing in-house staff.
Bundling and then outsourcing housekeeping payroll, workers’ compensation, and HR, Mr Jones added, means the hotel no longer needs to be concerned about these costs as they become the responsibility of the outsourced provider.
“In saying this however, it is always important to audit these areas to ensure that regulatory compliance is met to ensure that all employees, both internal and external, are fairly employed, paid in line with award rates, visa and employment status checks are all in order and that the supplier has their relevant certifications, insurances and capability for operation within the respective region,” he said. “It is best practice that these types of audits are completed annually by the hotel.”
Outsourcing common area cleaning
Just as guest rooms require meticulous attention to detail so do common areas like lobbies, corridors, dining areas and recreational facilities.
CMBM Director Damien Cann said that hoteliers can benefit from a hybrid housekeeping model, by dedicating their in-house staff to cleaning guest rooms while outsourcing the seven-day cleaning of common areas.
“Hotel lobbies and common area spaces are your first impression to your guests. This space is also a reflection of your venue so this first impression must be a positive one,” he said. “Professional cleaning service brings a level of expertise and consistency that’s hard to match.”
Additionally, Mr Cann says that engaging with a specialist team means accommodation providers benefit from the best equipment and eco-friendly cleaning products on the market.
“Specialist companies have access to cutting-edge equipment and eco-friendly cleaning products, which may be too expensive for individual hotels,” he explained. “This enhances cleaning efficiency while supporting the hotel’s environmental initiatives.”
To ensure the longevity of carpeted areas, using a domestic vacuum is not enough and hoteliers should consider employing specialists to conduct carpet cleaning regularly. Not only does this ensure carpets are not harbouring dirt, germs or allergens, but ensures carpets stay looking fresh for years to come.
“Clean carpets contribute to a healthier indoor environment by removing allergens, dust, and bacteria that can accumulate over time,” Mr Cann said. “Carpet cleaning also extends the lifespan of the carpets by removing dirt and debris that can wear down fibres over time.
“By using specialised equipment and cleaning solutions, it is possible to effectively remove even tough stains and neutralise unpleasant smells, ensuring that the accommodation always looks and smells fresh.
“Additionally, steam cleaning effectively kills bacteria and viruses on surfaces without the need for harsh chemicals, promoting both health and environmental sustainability.”
Working with cleaners who specialise in common area cleaning also ensures that areas that aren’t part of routine cleaning, like high corners, vents, glass cleaning or underneath furniture, are given special attention.
“Proper maintenance through specialist cleaning can prolong the lifespan of furniture, and flooring, minimising long-term replacement and repair costs,” Mr Cann explained.
“Consistent, high-quality cleaning practices reflect positively on the hotel’s reputation, leading to favourable reviews and increased bookings.”
Sarah is a freelance journalist with experience across print, digital and audio. After working for Multimedia Publishing as a contributing writer, she has recently joined the team in a part-time capacity for School News AU and AccomNews.
