
Embracing cultural competency allows cleaning companies to tap into a larger market of potential guests. In today's globalized world, individuals and businesses are increasingly diverse, and by showcasing their commitment to cultural sensitivity and understanding, cleaning companies can position themselves as leaders in the industry. This not only attracts guests from various cultural backgrounds but also attracts talented employees who value inclusivity and diversity. We speak to Laura Banfi, PO, PR, Communications, ISSA PULIRE NETWORK and Mahmoud Durgham, Director of Housekeeping, Swissôtel Al Maqam Makkah to understand more about cultural competency in the realm of commercial cleaning.
Laura Banfi, PO, PR, Communications, ISSA PULIRE NETWORK
The commercial cleaning industry employs and serves people from different backgrounds with different needs. This diversity brings benefits, such as creativity and innovation, but also challenges, such as communication barriers and cultural misunderstandings. Therefore, the industry needs to foster cultural competency, which is the ability to interact respectfully and effectively with people from different cultures.
Understand the different cultures in your team
Cultures shape the way we think, work and perceive the world surrounding us. That’s why it is important to understand the key factors that regulate each of the cultures in the team.
For example, in some cultures (such as Latin and Middle Eastern ones) people's way of communicating is left to their interpretation, which means they’re audience will have to read between the lines to decode the message, in other cultures (such as American and Scandinavian) communication is very direct and straight forwards. Not knowing these differences may result in finding the first one confusing and misleading, and the latter one impolite or even rude.
Another example is how different cultures take decisions and provide feedback. In some countries people working in the same team are encouraged to collaborate in the decision making process regardless of their role; in others decisions are communicated top down with little or no possibility for team members to share their thoughts and ideas. In a similar way, providing feedback, especially negative ones, to team members varies a lot from culture to culture: in some countries direct feedback is well accepted, while in others people prefer to be more diplomatic when giving negative feedback.
All these cultural factors may influence the way cleaning teams understand the messages they receive and perform the tasks they were assigned. It is therefore important for every member of the team to understand and feel understood by other cultures, and, when in doubt, step out of their cultural comfort zone and ask for clarification.
Cultural sensitivity in cleaning practices
Being culturally aware not only has a positive impact on staff management, but it can also be a competitive advantage. Cleanliness, in fact, is viewed differently across the globe as it is rooted in social context, traditions and even religion. For building service contractors (BSC) and in-house service providers, understanding these cultural differences can have a sizable impact on your success.
In Qatari households, cleanliness is not merely a routine but a reflection of cultural values. Traditional cleaning practices are deeply rooted, emphasizing the importance of a pristine living space. The Japanese believe there are “clear distinctions between ‘inside’ cleanliness and the outside world; between the grime and germs of the outdoors and the hygiene and spotlessness of the interior. The World Health Organization’s Guidelines on Hand Hygiene help educate health care facilities about being sensitive to regions where alcohol is illegal and viewed as a cause of health problems. This is an important consideration for alcohol-based hand sanitizers.
A cleaning service can improve the customer experience by not only doing the practical tasks of cleaning, but also by being aware of and respectful to the cultural values of its clients. By doing so, the cleaning service can better cater to the different preferences and expectations of its customers.
Mahmoud Durgham, Director of Housekeeping, Swissôtel Al Maqam Makkah
Cultural competency plays a crucial role in the commercial cleaning industry. By embracing cultural differences, cleaning companies can provide better service to guests from diverse backgrounds. A culturally competent cleaning team understands the unique cleaning needs and preferences of different cultures, ensuring that their services cater to everyone's satisfaction. Fostering cultural competence also boosts guests’ satisfaction and loyalty.
Understanding the diverse needs of clients
Understanding the diverse needs of guests is essential for a commercial cleaning company to provide tailored and efficient services. One way to achieve this is by conducting thorough guests’ assessments and consultations. Another important aspect is the adaptation of cleaning methods and products to meet the cultural sensitivities and expectations of guests.
Training and education for staff members
To foster cultural competency among housekeeping teams, providing training and education to staff members is essential. This involves educating them about different cultural customs, practices, and communication styles. By understanding and being respectful of these differences, housekeeping teams can better address the needs and expectations of guests from various cultural backgrounds.
Training sessions can include discussions on cultural sensitivities, appropriate behavior, and effective communication techniques. Staff members should also be taught to recognize and appreciate the diversity within our guest’s base, and how this impacts their cleaning approach.
In addition to formal training, ongoing education is crucial.
Effective communication strategies
Effective communication is a crucial aspect of cultural competency in commercial cleaning. Understanding the cultural nuances of communication styles and practices can help housekeeping teams foster strong relationships with clients from diverse backgrounds.
One key strategy is to actively listen to clients and ensure their concerns and preferences are understood. This involves asking open-ended questions, seeking clarification, and being attentive to non-verbal cues. In addition, using appropriate language and tone is vital to avoid potential misunderstandings or offense.
Language barriers can also pose challenges in communication. Providing translation services or employing staff members who are bilingual can significantly enhance communication with guests who may not be fluent in the local language.
Moreover, ensuring that housekeeping teams have a diverse workforce that reflects the client base can help facilitate communication and establish trust.
Building trust and long-term relationships
Building trust and long-term relationships is an essential component of cultural competency in commercial cleaning. Guests from different cultural backgrounds value trust and loyalty in their relationships with service providers.
To establish trust, it is important for housekeeping teams to consistently deliver high-quality services and meet the specific needs and expectations of their guests. This includes being attentive to cultural preferences in terms of cleaning methods, products, and schedules. Furthermore, demonstrating respect for cultural norms and customs can go a long way in building strong relationships.
The benefits of cultural competency in commercial cleaning
Cultural competency in commercial cleaning brings numerous benefits to both cleaning companies and our guests.
Firstly, by tailoring services to meet the specific cultural preferences and needs of guests, housekeeping teams can enhance guests’ satisfaction and loyalty.
Secondly, cultural competency enables housekeeping teams to effectively navigate diverse cultural landscapes, avoiding potential misunderstandings and conflicts.
Lastly, having a strong cultural competency framework in place allows cleaning companies to attract a wider range of guests from different cultural backgrounds.
In conclusion, cultural competency in commercial cleaning is not only a moral imperative but also a strategic business approach that leads to guests’ satisfaction, reputation enhancement, and increased business opportunities.