The Art of Housekeeping owner, Lonny Wolfe returns to our podcast with powerful words of advice for hoteliers challenged with mixed reviews due to housekeeping issues.

Just as COVID-19 increased the need to inspire trust with travelers on our cleanliness and hygiene practices, the industry was thrown into a second crisis- how to hire and retain sufficient housekeeping staff.

The world may refer to “The Great Resignation”, but in the case of our industry, it was simply a lack of desire to return back to work. Even when the enhanced federal unemployment support ended, workers failed to return in full force. Many left for less taxing higher-paid jobs with more benefits, fewer hours, better schedules, and a better work-life balance.

There has been a lot of discussion about the need to enhance the employee experience in the industry, but it makes one wonder why it takes a pandemic to think about treating our teams with the care and compassion we want them to give to our guests.

The Hospitality Industry recently celebrated Housekeeping Week, a time when hotel leadership takes the time to show extra appreciation for our hard-working housekeeping teams, but the time has come to show appreciation to all our staff every day.

Lonny Wolfe, Owner of the new company, The Art of Hospitality, is a former GM who is a shining example of how you can challenge your team every day, set the highest standards and expectations of excellence, and keep a loyal, engaged, high-performance team who stayed with the hotel year after year. The 3-Star hotel was one of the highest-guest rated hotels in Florida, thanks to an unwavering flow of five-star reviews.

I hope you enjoy this conversation about how Lonny shows hotels how to create employee and guest loyalty, starting with the hardest working people on any property, the housekeeping team.

Ken McGarrie, Author of the Surprise Restaurant Manager joins Adele Gutman on the Hospitality Reputation Marketing Podcast to discuss:

• Why even 1-star reviews are great feedback for restaurant managers

• How to inspire your restaurant team

• What topics you must not forget on your pre-shift huddle

• How to build great reviews starting at the interview process

 Please LIKE, SHARE, and SUBSCRIBE! If you have any comments or questions for Ken McGarrie or Adele Gutman, please leave us a comment below! We are here to help!

 Buy the Book Here: https://www.amazon.com/The-Surprise-Restaurant-Manager/dp/B08YP1R14Y

 Connect with Adele: 

Website:     https://www.adelegutman.com/

LinkedIn:    https://www.linkedin.com/in/adelegutman/

Twitter:      https://twitter.com/AdeleGutman

Facebook: https://www.facebook.com/InspireFiveStars/

Instagram: https://www.instagram.com/inspirefivestars/

Tracking Customer Satisfaction Score (CSS) can often give managers and teams a false sense security. Alternatively, tracking Your Hotel’s Net Promoter Score (NPS) can be a shocking experience. But it can also be a very rewarding experience as you identify where you are with guest loyalty and work collaboratively with your team to reduce friction and elevate delight for your guests.

In this 13-minute video, Adele Gutman explains how CSS and NPS are different, why these leading indicators matter to savvy hospitality revenue and marketing professionals, and how to track these KPIs with your team, your leadership, and hotel owners.