Training Cleaners for Safety and Customer Service
Since cleaners don’t have the luxury of working after hours while no occupants are around, they need to be informed about interacting with customers and upholding safety standards.
Dasch said they focus on hiring and training employees both behind the scenes and after hours.
Additionally, safety and slip resistance is also important. Depending on the hotel, there may be floors, walkways, pools and spas, kitchens, fitness centers, and other public areas to consider. To avoid slips and falls, Miya said that her team displays wet floor signs while cleaning and after the job is done until the floors are completely dry.
In terms of speaking with the guests, Catoni said that cleaners are trained “to be polite with every guest. Every guest has a different attitude towards the cleaners,” he said. “You must knock on the door and be as polite as possible and accept the complaints from the guests with a smile.”
Tucker said that his company uses a method called the 10-5 principle. “If a guest is 10 feet away, you make eye contact and acknowledge with a smile,” he said. “Once they are five feet or closer, you speak to the guest. You tell them good morning, good afternoon, etc. Some hotels use different methods, and we train our staff to meet the goals of the hotel.”
Above all, BSCs and their staff have to realize that they are the face of the hotel, even though they may represent a different company on paper. They must make sure they’re able to meet and even exceed their clients’ expectations at all times.