By Danny Bradford, CEO, Resorts Division
Whether you operate a resort on white sand beaches, or a timeshare nestled in a pine-covered mountainside, it’s crucial to be prepared to handle the influx of guests when peak season arrives. The stress caused by this often-chaotic season can be greatly mitigated by having an efficient team. Team members are the key to exceptional guest satisfaction and a well-run housekeeping program. Successfully implementing a strong training program and motivating every team member to get onboard develops a self-supporting operation that results in consistent, quality outcomes. Such a program can be accomplished by instilling a mindset built on discipline and accountability.
Discipline is the act of taking techniques, methods, and principles and perfecting them each and every day. When it comes to cleaning rooms, they should be cleaned the same way every time using the proper techniques. Creating a cleaning system that elaborately details every step of the process keeps the team disciplined and the results consistent. Whether the room is moderately untidy or extremely dirty, remembering the training, following the step-by-step procedures, and checking off every item on the list will ensure consistent results.
Managers and supervisors must hold their teams accountable and encourage them to maintain their pursuit of discipline and consistency. This can be accomplished by providing teams with four essential elements:
- Training - This is the most important element. Effective training drives consistent results. It requires managers to spend quality time with team members and to provide the tools and techniques needed to complete a job efficiently. This includes showing the team specific details that are critical to the overall look and feel of a room—from how to polish the chrome in bathrooms to how to arrange amenities throughout the unit. It is the first step to achieving quality results.
- Teaching - The cycle of action, encouragement, and reinforcement of values falls to the managers. Teaching is about not only technical components, but also philosophical ideas. It’s about guiding team members to discover their potential and being there to support their needs.
- Tools - Both physical and emotional tools are needed to complete daily operational procedures. These are the morals, values, and characteristics of the organization. Preparing the team to handle any situation that might arise will create a psychological armor to deal with tense moments during the peak season.
- Time - Allocating enough time and having realistic expectations of team members is crucial to overall success. Ensuring team members are given ample time to learn their roles and responsibilities will incentivize them to continue to achieve quality results without cutting corners.
Daily repetition, fined-tuned movements, and articulation of precise techniques, coupled with the accountability put in place by managers and supervisors will create consistent, quality results. Through these methods, team members will be well-equipped to take on the busy season and achieve high levels of guest satisfaction.
Danny Bradford joined HHS in December 2017 as the CEO of the Resorts Division, where he oversees operations and partner relationships. Bradford's strengths lie in developing operational and financial oversight for emerging small businesses and focusing on growing and building strong, productive teams. Bradford earned a Bachelor of Science in Aerospace Engineering from Auburn University.