Something about Housekeeping that you probably don't know.... but you should....
Had a fascinating conversation last week with Jan Jeroen H. Director of Housekeeping at the Royal Atlantis Dubai. As someone who has worked in hospitality and corporate operations, I understand how critical housekeeping is to the overall guest experience. It may not be rocket science (for some), but it is one of the most complex tasks in the entire luxury operation (and if you don't agree with this means you don't really know anything about housekeeping)
Jan and I discussed the importance of building an emotional connection with guests at every touchpoint. Many of us focus on certain touchpoints we believe have a higher impact, forgetting that it's the small things that matter most. Jan's approach is to ensure his team understands that their job is not to clean, but to delight, surprise and do something that transcends. The housekeeping team holds an intimate role in the guest journey, with immense opportunities to connect emotionally with guests yet it keeps being taken for granted (why do you think that is?). Let's remember that every single touchpoint in the guest journey is an opportunity to surprise, connect and hopefully to transform, and as such, every touchpoint in the guest experience should be carefully and intentionally designed.
It was refreshing to hear Jan's perspective and a reminder that it's the small details that make all the difference, that everyone in the operation holds a huge responsibility in the guest experience, and that every role has a huge opportunity to do more and build something unique.
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