As hotels struggled to remain operational in 2020, many were forced to slash services to cut costs, including daily housekeeping. Now, the service which was once automatic is now on-request and sometimes not available multiple days after check-in. Hilton was the first major hotel brand to cut the service, and many other companies followed suit. Data from hoteliers and asset managers indicate that the future of daily housekeeping is complicated. Hotels are seeing a decline in workers due to labour shortages worldwide. Salaried managers and employees from other areas of the hotel are being asked to pitch in to clean. However, data also shows that as hotel demand rises, daily housekeeping labour is returning. Regardless of whether or not daily housekeeping returns, Jordan Bell, VP of Hotel Operations and Management Consulting at advisory firm hotelAVE, suggests that hotels simply need to be consistent with services and messaging to manage customer expectations.
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