Elevating Hospitality: Revamping Housekeeping Training for Exceptional Service in Omani Hotels

 

“Consistency is key for creating luxury experiences. Ensuring the set standards need to be trained by each host.”

 

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Hospitality
 
March 1, 2024
 
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Elevating Hospitality: Revamping Housekeeping Training for Exceptional Service in Omani Hotels
 

Maintaining exceptional standards in housekeeping services is essential for delivering unforgettable guest experiences. As trends evolve and new norms emerge, it's imperative to continually refine and enhance training and development programs for housekeeping staff. At the heart of this effort lies a commitment to personalized training tailored to individual hosts' experience and expertise levels. By adapting training methods to meet the unique needs of each team member, leaders can ensure a workforce equipped with the skills and knowledge necessary to exceed guest expectations. We spoke to Jojo Jose, Director of Housekeeping, The St. Regis Al Mouj Muscat Resort and Yomi Egbeleye, Director of Rooms, The St. Regis Al Mouj Muscat to understand more about training for exceptional service in Omani hotels. 

How can we enhance the training and development programs for housekeeping staff to ensure they deliver exceptional service in Omani hotels?

The hospitality scene is ever evolving. We need to ensure the normal basics of yesterday are still applicable and refined as new trends and norms are created for the housekeeping scope and lens . We provide a curated training program set for each host based on their experience and level of expertise. This allows the leaders to really adapt to the needs and training lens the host will require individually. 

What innovative technologies or cleaning equipment can be implemented to streamline housekeeping operations and maintain the highest standards of cleanliness in Omani hotels?

As leaders in luxury hospitality we do our due diligence and stay up to date and follow new trends that will allow us to be up to date with new technology that will enhance our operation, and provide a better guest experience. All equipment and chemical providers are continuing to elevate their product catalogues, but it requires leaders to take the time to really test and demo the modern products to ensure that it will be a true fit for their hotels or resorts. 

How can we improve communication and coordination between housekeeping teams and other departments to ensure seamless guest experiences in hotels across Oman?

We believe that it starts with the core of leaders and not differentiating housekeeping vs front of house for example. When leaders have a total rooms division mentality it allows the teams to synergize and this synergy is transferable through other departments of the hotel. All departments should have one common goal and that is to provide the highest level quality and service to our guests that have specially chosen to stay with us when they have options. An additional key point to utilize for harmonious communication is for hotels to conduct joint process mapping sessions to brainstorm and set cadence of responsibility throughout the hotel.  

What strategies can be implemented to promote sustainability and eco-friendly practices within hotel housekeeping departments in Oman?

Creating a sustainable and eco-friendly practice is not only a Housekeeping best practice, It is a responsibility of all hosts in the resort. We encourage hotels to create a core sustainable committee within their hotel /resort which includes a departmental champion and as a team they will drive sustainability initiatives within their respective hotels and resorts.

How can we ensure consistency in housekeeping standards across different hotels and regions in Oman, considering the diverse cultural and tourist landscapes?

We think consistency is key for creating luxury experiences. Ensuring the set standards need to be trained by each host.  It is also important to do quality checks to ensure the standards are being followed by every host. Ensuring that written processes are put in place for everyone to consistently follow. If a process is not formally written then it does not exist. Leading by example and inspecting what we expect from ourselves and our teams. Training and practicing the standards will make the team more confident in the unique memorable experiences, and excitement that we rely on them to deliver to our guests. 

What measures can be taken to empower and motivate housekeeping staff to take pride in their work and deliver personalized services that exceed guest expectations in Oman?

As leaders we celebrate every small achievement of our host and share it within our daily briefings which will encourage every host to go the extra mile and create memorable experiences for our guests. We empower our host to create wonderful experiences.

How can we leverage guest feedback and technology to continuously monitor and improve housekeeping standards in Omani hotels?

All feedback we receive through social media and guest experience platform will be address to concern team and identify the root cause in an effort to avoid it from becoming a recurring issue .The key is making sure all the host are aware of the wins and opportunities so that we don’t continue to make the same mistakes in the future.

How can we address challenges related to staff retention and turnover within the housekeeping departments of Omani hotels, ensuring a stable and skilled workforce?

Creating a positive environment for any host joining in the department regardless of the experience they have.  As we are looking for them to learn and better develop themselves. We are able to retain hosts by challenging their skills set, as well as we are encouraging them to foresee a bright future ahead. Every host will always look at how they are being treated and the opportunities that are available for their future. As a leader we need to look at the unique talent in each host and develop those skills and find resources for the host to better excel in their career.

In what ways can housekeeping departments collaborate with local communities and organizations in Oman to promote cultural awareness and preserve heritage while delivering world-class hospitality services?

For all hosts who are joining in housekeeping, they will experience the rich culture  and traditions of Oman through their onboarding, they will be able to see the local attractions in Muscat to understand the culture through various team building activities curated for the team.