How to improve guest experiences with the right housekeeping solutions 

by | Jun 13, 2024

In today’s world of hospitality, housekeeping is one vital factor that draws the attention of guests. In fact, the most common complaints of dissatisfied guests are related to room amenities, unavailability of in-room services such as hot water, toiletries, unclean beds, and understocked minibars. Shortcomings within the housekeeping department can, therefore, majorly impact the service quality offered to guests by hotels. Guest expectations and meeting guest requirements are highly related to the performance of housekeeping personnel.

Housekeeping and guest satisfaction, what is the correlation?

The world is now digital and heavily interconnected, with information, including online reviews, being disseminated fast. As guests are empowered to share reviews on various social media platforms, guest complaints can cause severe damage to the reputation of the hospitality brand. Negative e-word of mouth can, therefore, influence the decisions of future guests and reduce the hotel’s room revenue.

How can hotels improve?

Hotels can improve their guest experience with a housekeeping strategy that is pre-planned and that follows a schedule.

1. Provide training to housekeeping staff

Providing adequate training for housekeeping staff is one of the best methods to improve housekeeping activities. Well-planned training programs that identify the skill gaps of employees and prepare them to operate and manage digital housekeeping solutions are a must. As employee skills can vary from one to another, evaluating existing abilities is required to plan training sessions better. Providing training to cover the housekeeping staff’s existing skill gaps can assist in significantly improving service quality and value creation by hospitality brands to their valued customers.

2. Improve the quality of the cleaning products

The management of cleaning products used in housekeeping, including restocking, purchasing, and maintaining such is essential to establish continuous and consistent operations. The availability of such products at the right time and in an accurate quantity can lead to better reliability and service quality management. Understocked or undermaintained products often lead to poor service quality, failing to meet quality objectives and guest expectations. Further, product stocking and purchasing them with a cost advantage can also enhance the efficiency of the process and housekeeping activities.

3. Extended service quality

Most guest complaints are related to incorrect housekeeping practices. Implementing the right plan for housekeeping, streamlining activities, and setting better quality control procedures can substantially improve hotel operations. Specifically, implementing housekeeping checklists, managing room amenities in an orderly manner, and maintaining cleanliness across all common areas and rooms alike can build high-quality service offerings. Convenience maintained through an easy check-in process, and lost-and-found-item tracking can be highly advantageous for a property to foster guest loyalty.

Executing effective housekeeping software

Housekeeping activities
Installation of housekeeping software is a strategic choice a hotelier could make, which also helps achieve a range of housekeeping objectives. Housekeeping methods are constantly evolving, following the multiple trends that impact the industry and the evolving guest needs that stem from them. Software aimed at planning, organising, controlling, and leading housekeeping activities and resources provides a competitive advantage for hotels. Some of the core benefits are listed below:

1. Smart resource control

Well-planned housekeeping operations allow better resource control, including tracking for minibars, pillow menus, toiletries and ancillary amenities. Smart resource management of all amenities can reduce the cost of managing housekeeping supplies and the cost of having dissatisfied customers.

2. Accurate room management

Cleaning rooms remains the most critical job in housekeeping. Prioritising cleaning needs, identifying which rooms need to be cleaned, which are ready for supervision, and which are vacant to accept guests can assist front office staff in helping customers check-in without waiting in the lobby on arrival. A swift check-in process enabled by faster room turnover can lead to higher guest satisfaction, brand loyalty and advocacy.

3. Personalised customer service

Housekeeping software can extend services to customers even after they check out. For instance, the lost and found option in housekeeping systems allows misplaced items to be returned to customers. In addition, guest preferences, allergies, and special needs in room reservations can also be handled using the right software, empowering front office staff to cater to the personalised needs of guests.

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Smart housekeeping delivers comfort and convenience at every interaction

Smart housekeeping solutions have the potential to enhance the guest experience from start to end by boosting operational efficiency, improving guest satisfaction, and reducing costs. Leveraging advanced technologies, hotels can streamline their housekeeping processes, ensuring a cleaner, safer, and more welcoming environment for guests. As the industry continues to evolve, adopting these innovative solutions will be crucial for staying competitive and meeting the ever-changing expectations of modern travellers.

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Manoj K Mohanty | IDS NEXT


Manoj K Mohanty

Senior Vice President - Sales, South Asia & South East Asia

He brings extensive industry experience and a track record of success in selling technology and services to global clients across hospitality markets. He has proven to be essential and crucial Sales personnel who is primary involved and contributing to acquiring new clients in South Asia and South East Asian regions.