A good hotel room is not only defined by comfort, luxury, and great views. To offer a perfect stay, cleanliness and organization are essential. Our housekeepers Carmela, Mirela and Ronald are perfectly aware of the importance of their work for the satisfaction of our guests and, as they are super competent, we asked them to answer our questions to help us find what the golden rules of the perfect housekeepers are. Let’s see what they told us.
What would you say is the essential quality of a waiter – waitress?
Carmela: Being efficient and professional with a lot of initiative.
Mirela: Do everything to please the customer.
Ronald: Empathy and a smile.
There are so many details in a hotel room. What is the secret to not losing any detail during cleaning?
Carmela: Organization and attention to detail, following a logic on what to do.
How to recognize customer needs since each guest is different?
Carmela: Be careful in adequately stocking the rooms.
How to deal with the DON’T DISTURB sign? If the sign is on the door at cleaning time, will you come back later? How does it work?
Mirela: We wait until the end of the service, otherwise we put on the card that we have supplied which indicates that it was not possible to clean it, but we will be happy to do it during the turn down service.
How should housekeepers communicate with guests? What are the rules for being nice without being intrusive?
Carmela: Despite the language barriers that arise with some guests, with kindness and availability I help them to solve the problem as quickly as possible with an attitude that is always positive and smiling.
Mirela: Always be polite, friendly and greet them every time we meet them in the corridors or in the common areas.
Ronald: Always greet the customer upon arrival and departure.
How important is it to know cleaning products and techniques? Are there many steps to clean / tidy the rooms?
Carmela: It is essential to use the right products for every surface and furniture and it is important to clean with a positive and smiling spirit.
When customers leave clothes and items lying around, how do you do it? Fold and put back in the wardrobe or usually put everything together and leave it on a chair or table… How to organize without make the guest feel invaded?
Mirela: We organize them and in view so that the customer immediately recognizes his room and his linen.
Ronald: Moving things and putting them back in order where they were stored by the customer.
How important is personal care (uniforms, shoes, hair) to carry out this work?
Carmela: Personal order is important not only for oneself but also for demonstrating one’s professionalism.
Mirela: It is very important to always be in order. When a person is in order, it also shows precision and inner well-being.
Ronald: Using appropriate clothing is essential, especially for our safety.
If you could describe, what would the ideal housekeeper look like?
Carmela: Strict but fair, professional, and organized, cordial at the right point, always listening to the needs and problems that arise – the name: CARMELA!
Mirela: Like Carmela, only a little easier.
And the ideal guest, what should it be like?
Carmela: Respectful of our work and of our person.
Mirela: Tidy and courteous towards the housekeepers and the work we do.