Room cleanliness is one of the most important factors guests consider when booking a hotel stay. The decision to outsource cleaning contracts is a financial consideration that can have a significant impact on the guest experience. Hotel leaders must weigh the cost advantages of outsourcing with the effect cleaners have on overall quality of service.
Almost half (49%) of holiday lodgers read online reviews of hotels before making a booking decision. They want to know the level of cleanliness a hotel can provide before they spend any money. The COVID-19 pandemic has made hotel customers even warier, which means they will be more likely to scrutinise their rooms upon arrival.
When a single bad review can significantly damage a hotel's reputation, leaders need to carefully consider whether outsourcing critical cleaning services is really the most cost-effective choice.
Whether cleaning staff members are full-time employees or contractors, they are representatives of the hotel, and they have a direct impact on customer satisfaction. Outsourcing cleaning contracts can have a number of financial benefits, but there are also potential downsides to consider.
The global COVID-19 pandemic has changed the way hotels look at their cleaning contracts. Almost overnight, hotel customers around the world changed how they view hotel safety and hygiene.
An HVS hotel guest sentiment survey published in late April 2020 asked travellers, "How soon are you likely to book and stay at a hotel?" Responses varied:
The survey did have some good news for major hotel brands. When asked what type of accommodation they were most likely to book, 66% of respondents said they would stay at an internationally branded hotel, compared to just 3% who said they would stay at an Airbnb.
As governments and businesses adapt their strategies for dealing with the COVID-19 pandemic, there's still a lot of uncertainty about the future of cleaning contracts. One thing is certain, however: Hotel leaders across the world are looking into new and innovative ways to ensure guest health and safety. Hotels that outsource their cleaning contracts will be paying close attention to how contractors perform on the job.
When choosing a contractor, hotel leaders need to carefully consider several factors:
The slightest bit of dirt or hint of mildew can do irreparable damage to a hotel's reputation. The right cleaning tools and equipment can greatly reduce the risk of a poor guest experience. To learn more, check out our product catalogue today.