In the hospitality industry, effective communication is the backbone of a seamless and memorable guest experience. Nowhere is this more evident than in the realm of housekeeping operations. As the behind-the-scenes heroes responsible for maintaining the pristine cleanliness and comfort of hotel rooms, housekeeping staff might want to possess exceptional communication skills to deliver on the promise of hospitality excellence.
At Brennan’s Yard Hotel, we understand that effective housekeeping communication is not merely a nice-to-have, but a strategic imperative. By honing the art of clear, congruent, and considerate communication, our housekeeping team is able to elevate the overall guest experience, foster a culture of accountability and collaboration, and drive operational efficiency.
The Importance of Congruent Communication
Research has shown that the majority of communication — a staggering 93% — is conveyed through non-verbal cues such as tone of voice and body language. 1 This means that what you say accounts for only 7% of the message received by your audience. The remaining 93% is determined by how you say it.
This principle of “congruent communication” is especially crucial in the housekeeping domain, where staff members regularly interface with guests and might want to project a professional, empathetic, and service-oriented demeanor. If a housekeeper’s words express enthusiasm for the task at hand, but their body language and tone suggest otherwise, the mixed signals can undermine trust, breed confusion, and tarnish the overall guest experience.
At Brennan’s Yard Hotel, we empower our housekeeping team to cultivate congruent communication through targeted training and ongoing coaching. By developing an acute awareness of their non-verbal cues and aligning them with their verbal messages, our housekeepers are able to:
- Convey a genuine sense of warmth and hospitality
- Respond effectively to guest inquiries and requests
- Anticipate and address potential issues before they escalate
- Foster a collaborative and solutions-oriented mindset
“Congruent communication allows you to much more effectively deliver your message, dramatically reduces the likelihood it’ll be misunderstood, and subconsciously builds massive trust with those you interact with.” – Patrick Ewers, Better Humans
Fostering a Culture of Proactive Communication
In the fast-paced world of hospitality, effective communication is not just a “nice-to-have” – it’s a strategic imperative. At Brennan’s Yard Hotel, we’ve instilled a culture of proactive communication, empowering our housekeeping staff to take ownership of their interactions and consistently seek out opportunities to improve the guest experience.
2 One of the key tenets of our approach is to prioritize the medium of communication based on the importance and complexity of the message. For routine, low-impact tasks, a succinct text or email may suffice. However, for more nuanced or time-sensitive matters, we encourage our housekeepers to engage in face-to-face or voice-to-voice interactions, leveraging the power of tone and body language to double-check that their message is clearly understood.
Similarly, we train our staff to “over-explain” when communicating via written channels, providing ample context and eliminating potential for misinterpretation. For example, instead of a simple “Room 312 is ready,” a housekeeper might say:
“Good afternoon! I’m pleased to let you know that Room 312 has been thoroughly cleaned and is now ready for your arrival. Please let me know if there’s anything else I can do to double-check that your stay is comfortable and enjoyable.”
By taking the extra step to provide relevant details and a warm tone, our housekeepers are able to foster a sense of transparency and build trust with both guests and fellow team members.
Empowering Housekeeping Staff Through Effective Communication
At the heart of Brennan’s Yard Hotel’s housekeeping excellence is our commitment to empowering our staff through effective communication. We believe that by equipping our team with the skills and confidence to engage proactively and confidently, we can unlock their full potential as agents of hospitality.
One of the ways we achieve this is by encouraging our housekeepers to embrace a “solutions-oriented” mindset. Rather than defaulting to “it’s not my job” when presented with a guest issue or concern, we train our staff to approach every interaction as an opportunity to provide a positive resolution. This might involve:
- Actively listening to the guest’s needs and responding empathetically
- Collaborating with other departments (e.g., front desk, maintenance) to coordinate a swift and seamless solution
- Taking ownership of the issue and seeing it through to completion
By fostering this mindset, we empower our housekeepers to become true ambassadors of the Brennan’s Yard Hotel brand, confident in their ability to deliver exceptional service and delight our guests.
Additionally, we prioritize regular feedback and coaching sessions, enabling our housekeeping supervisors to identify areas for improvement, celebrate successes, and provide constructive guidance. This open and transparent communication not only helps our staff hone their skills but also reinforces their value to the organization, ultimately driving higher engagement, reduced turnover, and a more cohesive team dynamic.
“Communication is a skill, not a gift; and with the right understanding, anyone can learn to eliminate miscommunications more effectively.” – Patrick Ewers, Better Humans
Leveraging Technology for Streamlined Housekeeping Operations
In the digital age, technology has become an indispensable tool for enhancing communication and streamlining housekeeping operations. At Brennan’s Yard Hotel, we’ve strategically implemented a suite of digital solutions to empower our housekeeping team and drive operational efficiency.
One such solution is our cloud-based room management system, which allows our housekeepers to receive real-time updates on room status, guest preferences, and maintenance needs. By accessing this information directly on their mobile devices, our staff can anticipate guest requirements, prioritize their tasks, and respond to issues more proactively.
Moreover, our digital communication channels, such as instant messaging and task assignment tools, enable our housekeeping supervisors to coordinate seamlessly with their teams, delegate responsibilities, and provide timely feedback. This not only improves the speed and accuracy of our operations but also fosters a sense of transparency and accountability across the department.
Perhaps most importantly, our technological investments have freed up our housekeepers to focus on the human element of their roles – providing personalized attention, anticipating guest needs, and delivering a truly memorable experience. By automating administrative tasks and streamlining information flow, we’ve empowered our staff to engage more meaningfully with our guests, further enhancing the Brennan’s Yard Hotel promise of hospitality excellence.
Conclusion
At Brennan’s Yard Hotel, we firmly believe that effective housekeeping communication is the bedrock of a successful hospitality operation. By cultivating a culture of congruent, proactive, and empowered communication, we’ve been able to elevate the guest experience, drive operational efficiency, and foster a cohesive and motivated housekeeping team.
Through targeted training, strategic use of technology, and a relentless commitment to continuous improvement, we’ve honed the art of housekeeping communication, positioning our hotel as a leader in the industry. As we continue to evolve and adapt to the ever-changing landscape of hospitality, we remain steadfast in our belief that exceptional communication is the key to unlocking unparalleled service and guest satisfaction.
1 Ewers, Patrick. “Eliminate Miscommunications Once and for All by Mastering the Art of Congruent Communication.” Better Humans, 13 Aug 2023, https://medium.com/better-humans/eliminate-miscommunications-once-and-for-all-by-mastering-the-art-of-congruent-communication-de2ac2128dad.
2 Ewers, Patrick. “Mastering the Art of the Request.” Harvard Business Review, 18 Aug 2023, https://hbr.org/2023/08/mastering-the-art-of-the-request.
Tip: Schedule regular training for staff to keep service standards high
