[ants]

I am currently working in a 510 rooms hotel.every staff have 18 or 16 quota room. problem is that their cleanliness not met our standard.and our SALT score getting down because of that. need your help or any suggest ... thanks

[chinaman]

hello ants,

are your rooms inspected by a supervisor prior to being released?

are you realising this issue because guests are complaining? or are supervisors finding this problem upon room inspections?

[ycl]

chinaman, on 08 September 2011 - 01:30 AM, said:

hello ants,

are your rooms inspected by a supervisor prior to being released?

are you realising this issue because guests are complaining? or are supervisors finding this problem upon room inspections?

Need to look into the following;-1) re-training staff. 2)Review your cleaning procedures and job flow. 3) Room inspection prior to room release.

[ants]

chinaman, on 08 September 2011 - 01:30 AM, said:

hello ants,

are your rooms inspected by a supervisor prior to being released?

are you realising this issue because guests are complaining? or are supervisors finding this problem upon room inspections?

yes the room was inspected by supervisor but due we short of supervisor they have to take care 6 to 8 floor (140 rooms). and the staff have to clean 16 to 20 rooms per days.since we using S.A.L.T , it give the big impact when the guest complaint.any suggest im very appreciate. thanks

[rchnsm]

ants, on 11 September 2011 - 03:01 AM, said:

yes the room was inspected by supervisor but due we short of supervisor they have to take care 6 to 8 floor (140 rooms). and the staff have to clean 16 to 20 rooms per days.since we using S.A.L.T , it give the big impact when the guest complaint.any suggest im very appreciate. thanks

Hi Ants, What is the S.A.L.T score, and can you share with me? Thank you in advance n regards,

[chinaman]

ants, on 11 September 2011 - 03:01 AM, said:

yes the room was inspected by supervisor but due we short of supervisor they have to take care 6 to 8 floor (140 rooms). and the staff have to clean 16 to 20 rooms per days.since we using S.A.L.T , it give the big impact when the guest complaint.any suggest im very appreciate. thanks

well when it comes down to it, whenever you're understaffed your service levels are going to dip... thats just the reality of it.

the reason i asked my question previously is because, a. if the supervisors are reporting issues to you, then its the fault of the RA. and if b. the guests are complaining, then its the fault of supervisors.

of course you can use the excuse that you're understaffed, but whose decision was it to compromise on the quality? who are letting rooms "pass" when they are not met by standards?

in any case, i was once in a similar situation as you. similar properties too... 5-star, 650+ rooms, etc. the diff is our guests weren't complaining, but we wanted to push for higher external auditing scores. what we did was we reviewed our scores/comments from our mystery shopper from the previous quarter. we then analyzed which sections/criteria required the least work but weighed the most (in this sense, you increase the most value by using the least expense possible). this is step one.

so what you can do is perhaps, look at your guest complaints, which sections/criteria are consistently being mentioned as "unsatisfactory". group those up. analyze it. set up a REALISTIC training plan based on those criteria. i use realistic because you have to understand your limitations. you also need to set goals that are achievable within a specific time frame. for example, set up weekly training plans. within the week, each day you train/re-train your RAs on the criteria you want to achieve. supervisors need to be STRICT and not allow rooms to be released until THIS specific criterion is achieved on day 1. on day 2, you run the same drill. on day 3, you train/re-train a NEW skill. this time, supervisors cannot release the rooms until BOTH criteria are met. and so forth and so forth. slowly you teach them not only what to do, but the STANDARD that is expected of them. the criteria or skills should be SPECIFIC. for example, one of the things we wanted to retrain was the use of the time set on the ipod docks and IP phones. so we teach them once during daily briefing how to set it and whoever forgets can ask their supervisors. it turns out that over 20% of staff + 1 supervisor did not know how to do this. but, within 2 days, every room in the hotel had their ipod dock's time off by only 1-minute of the in-room IP phone's time (which was centralised).

this is just something that has worked for me, you can try and see whether it will help you as well. by our next quarter's mystery shopper audit, we achieved a score just below 95%. this is coming from a score that was in the low 80s 3-months earlier.

goodluck, hope everything works out for you

[davidanderson]

So what you can do is first look at your guest complaints, in which criteria they don't feel satisfied. Think about it. Think about it and think where you lack.

[Eveleene]

Yes you are right office cleaning is much easier than home cleaning. Its become difficult to clean clutter from home which we keep for a year. Because of busy schedule we don't clean it and at the end it becomes a impossible task sometimes.

[kristoffersava]

Organization is the main key for maintaining the cleanliness. Organizing is one of the main strategies to quickly and thoroughly keep your surroundings clean.