IMAGINE THIS— A locally renowned hotel chain gets called out on a famous discussion forum about how the hotel lobby was lit with flickering lights, room linens were stained and unchanged, heater’s not working, and with dirt and gunk all over the wall.
Believe it or not, these kinds of reviews are heavily talked about in online communities because hotel reviews bank on personal experiences. And they affect your hotel establishment more than you think.
Online Discussion Forums are the Kryptonite of Hospitality Establishments
In a fast-moving industry like hospitality, positive reviews can get you very far. Word of mouth alone can propel your business to new heights. Concerned about your hotel’s image? Just try searching “(your hotel name) negative experience r*ddit Philippines” to see what other people have been saying about your hotel.
But are you going to wait for negative comments to hound your brand’s name, or would you rather be proactive and start taking action now?
If you’re a hotel operations manager, this blog is for you. We bring you five (5) real-life hotel management insights and learnings that professionals with your job designations should keep an eye out for.
After all, Kabraso is a top housekeeping and building maintenance partner for hospitality establishments. Take our word for it.
Hotel Management Insight #1: Housekeeping Teaches the True Meaning of Guest Experience
Housekeeping services are not exclusive to hospitality buildings. In fact, even secluded establishments require it because dirt, dust, and gunk accumulate there over time.
But it is especially important to establishments where people and foot traffic is the heaviest. Why, you ask? Well, for safety and sanitary purposes. There are research studies out there that reveal how quickly germs can spread in hotels. In Makati, last 2022, the local government issued a closure order for a famous hotel’s blatant disregard for health and hygiene at the height of the pandemic at that. However, that is another topic that would be more befitting to disinfection and sanitation, under deep cleaning services.
Let’s go back to housekeeping and building maintenance.
The Foundation of Guest Experience
At its core, housekeeping and building maintenance is about providing a clean and comfortable environment that guests, patients, condo-owners, and more could enjoy.
Spotlessness is not, and should not be, a luxury. It’s a fundamental requirement grounded on the safety of all. Beyond that, cleanliness is the foundation of guest experience. Here’s why:
1. Wandering Eyes Are Your Worst Critic
First impressions are formed within seconds. Eyes roam around the walls, hallways, sounds go in and out of the ears—observation is the very root of experience. And whether you are able to make a good or bad first impression depends on the lobby, facade even, of your hotel establishment.
2. Haptics Follow What Was Just Seen
High-touch surfaces like reception desks, door handles, bedside tables, bathtubs. Even a fly to your arm counts as haptics. Demonstrate your attention to detail and care for health and safety by keeping every corner of your hotel clean.
3. Hotel Air Control and Quality Completes the Initial Experience
Often underestimated is air quality. Proper air quality and control creates a welcoming environment. Who would want to be welcomed with a stale and odorous stench, right? That is very off-putting.
Hotel Management Insight #2: Efficient Hotel Operations Begin with Clear Team Coordination
Think of yourself as a guest. Have you ever walked into a building and felt everything was set in place? A hassle-free check in, a spotless room, and staff that just seems to be exactly where you need them when you need them. That’s not a random occurrence, it’s the result of a well-coordinated team.
The best machines rely on its cogs and how well they work with each other. Same goes for hotel establishments. Coordination between core departments like the front office, housekeeping team, maintenance, sales, and HR—everything should be in order.
When hotel operations are aligned, your hotel service feels natural. Guests may not know what happens behind the scenes, but what’s more important is how your coordination is translated to the customer.
Housekeeping Services Team
Housekeeping staff are responsible for cleaning guest rooms, refreshing public areas, restocking room amenities, and reporting damages. Housekeeping staff are alerted the moment a guest leaves their room because they need to prepare it for the next set of guests. Often, they receive directives from the front desk and guest services staff who receive and send off the customers.
Maintenance Team
The maintenance team handles the repairs, preventive upkeep, and technical issues that may arise in the hotel. Maintenance staff are all-the-time coordinating with housekeeping. They are normally on standby in case equipment or systems require change or upkeep.
Front Desk and Guest Services
These professionals act as the face of the hotel. They are the first point of contact of the customers, and are in charge of assisting the guests throughout their stay. Beyond guest services, they are tasked with closely coordinating with housekeeping team for readiness of the room, maintenance for quick fixes, as well as checking in with accounting for billing purposes.
Hotel Management Insight #3: Uphold Safety and Operational Standards With a Reliable Housekeeping and Building Maintenance Team
For hotel establishments, housekeeping services are crucial to building a clean and safe culture. Since the pandemic last 2022, the Department of Health has been enforcing stricter laws on operational safety concerning hotel establishments. Here are reasons why housekeeping is important and how it contributes to your hotel’s success.
Infection Control
Diligent housekeeping is crucial in a post-pandemic work.
Guest Satisfaction
Comfort is a big factor in determining whether your guest enjoyed their stay or not. Housekeeping staff are there to make sure your guests feel valued and well-provided for with clean linen and a spotless bathroom.
Brand Image and Reputation
It’s as we’ve said in the introduction of this blog. Your hotel’s reputation is built upon the experiences your customers have had in it. One single negative thread started on a platform home to many people online can damage your hotel’s image.
Operational Efficiency
Housekeeping operations contribute to your hotel’s overall operational efficiency. When your foundations are well-maintained and regularly checked, your operational expenses are reduced while your standards are kept high.
Safety and Compliance
Hotel housekeeping is instrumental in upholding safety standards. Not everyone is equipped with the knowledge of chemical handling, disposing waste, and meeting electrical and fire safety standards.
Hotel Management Insight #4: Hotel Housekeeping is the Bedrock of Hospitality Establishments
Hotel housekeeping cannot be brushed under the rug. It is a vital part of the hospitality sector. If done right, it manifests itself in a positive hotel reputation, it presents a clean and comfortable stay for your guests, and it means repeat customers and better financial output for your business. Do not overlook it!
As time goes by, the hospitality industry evolves. Bigger buildings, bigger rooms, better elevator mechanisms—everything will simply be better in the years to come. However, the one thing that will never change is this: the invaluable role of hotel housekeeping staff.
Hotel Management Insight #5: Hotel Housekeeping is Vital to Reaching Hotel KPIs
At the end of the full day, your work as a hotel operations manager has not yet reached its end. You are still going to be measured by the results you produced. You’ll be checked on guest satisfaction scores, occupancy rates, revenue per available room (RevPAR). These are KPIs grounded on how well your hotel housekeeping staff performed, so don’t overlook it.
Think about it. A guest who walks into a spotless room is more likely to leave a 5-star review. A well-maintained facility means fewer emergency repairs and lower operational costs. Clean, comfortable spaces lead to repeat bookings and positive word-of-mouth. It all connects.
But some operations managers cut corners to save on expenses not thinking it will cost so much more down the line.
Some hotel managers see housekeeping as a cost center; a facet of hospitality that could be given less importance to improve bottomline. But this is a dangerous mindset to have as a hotel operations manager.
One negative review can spread like wildfire. And once your hotel gets a reputation for being dirty or poorly maintained, it takes years and thousand even hundreds of thousands of pesos to rebuild that trust. Is saving a few thousand pesos on housekeeping worth potentially losing millions in revenue? No, it’s not.
Key Takeaway: Make Hotel Housekeeping a Priority
Housekeeping isn’t glamorous. It doesn’t make headlines or win awards. But it’s the invisible foundation that everything else in your hotel rests on. Without it, even the best marketing, the fanciest amenities, and the friendliest staff can’t save you from poor reviews and declining bookings.
The hotels that understand this are the ones that thrive. They’re the ones guests rave about online. They’re the ones with waiting lists during peak season. They’re the ones building lasting reputations in an increasingly competitive industry.
So don’t wait for a negative discussion thread to force your hand. Take action now. Make housekeeping the priority it deserves to be. Your guests will notice. Your team will appreciate it.
And your bottom line will thank you.
Elevate your hotel housekeeping standards!
Working with limited resources? Let’s make your housekeeping budget work for you.