Grand Hyatt Kuwait is the Iconic business and lifestyle destination. Attached to the ultra luxurious mall 360, international size Indoor and Outdoor Tennis Stadiums, and a mixed-use Grand Arena.
It's imperative we continuously deliver exceptional guest experiences to our discerning guests. Hygiene is one of the main focal points in today's post COVID-19 era and we follow below best practices to ensure we have a fail-safe procedure in place for the safety of our guests , colleagues and other stakeholders.
Digital Inspection applications
This is done to monitor quality and maintain transparency as we can attach images to the inspections conducted. This gives an opportunity to the team to take corrective action. Additionally, it is paperless and time efficient. Moreover, the digital applications assist in analyzing results, occurrence insights which directly gives us the assessment of staff's quality and productivity. This is of paramount importance to identify areas of improvement as well as indicates training needs and refreshers if any.
Training and engagement with team members to gauge their understanding cannot be replaced with any other form of learning. The training topics have to be relevant , quick and productive. Best way to engage the team is to ask them to prepare for the training a day ahead and carry out training for other team members. This empowerment gives them confidence to further develop their skills and impact the team in a positive way.
The cleaning industry is ever changing at a rapid pace and expectations are at a new high. It's important to be aware of new cleaning chemicals, tools and to collaborate with suppliers to reap maximum benefits of new technology in the cleaning industry.
Performance based recognition
For teams to be recognized for their consistent delivery of exceptional service and they understand that they are an important part of the organization. Their hard work are rewarded in multiple ways, specifically recognition from senior management and tangible rewards.
Work in collaboration with other departments
We have an open mind, listen to each other and act on the feedback. We work as a team across all departments and we do spot inspections on each other's work areas. This enables us to spot and correct anything the team might have missed. Ultimately, we are all at the guest service and to go above their expectations is our ultimate goal.
Encourage feedback from guests and stakeholders
There is no better way to learn and evaluate performance than ask direct feedback from guests and stakeholders. That helps us stay focused and work towards continuous improvements.
Review standard operating procedures regularly- This enables us to ensure we are up to date with the processes and team is required to read and acknowledge the procedures. This eliminates an air of ambiguity and team performance is consistent.
About the author:
Bhawani Bhargava is the Director of Housekeeping at Grand Hyatt Kuwait.